Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My phone glitched while looking at the price of an item during a sale at checkout and when I went to leave my screen froze and when I went to tap it and try to get out of the website I accidentally hit complete order. I reached out within ************************************************************************************ they are unable to cancel the order. They also took 4 hours to respond back to my emails by then they already shipped out my order.

  

  Business Response

  Date: 01/05/2024

  The customer placed an order by accident and requested a cancellation. Dolls Kills policy states we do not make order cancellations or changes as soon as an order is placed. This can be found at our help center here: 
  ****************************************************************************
  
  The customer can begin a return for the items once they are received at dollskill.com/apps/returns

• Initial Complaint

  Date:12/29/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please see the letter detailing my issue, attached.

  

  Business Response

  Date: 01/02/2024

  The customer is requesting a return for their Halloween costume. Dolls Kill's policy states that all Halloween Costumes are ineligible for return after October 23rd, 2023. This policy was displayed on the help center at *************************************************** as early as August 2023. The policy was also stated at the bottom of all order confirmation emails sent in October and can be viewed at checkout. Since the order was placed on October 25th, the item was final sale at the time of purchase.
  
  Dolls Kill has reviewed the order and is able to confirm the order arrived later than expected with overnight shipping. Due to the delay, Dolls Kill refunded the shipping fee.

• Initial Complaint

  Date:12/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to buy a dress from them since they sent me a text stating the site had 40% off everything with promo code everything. I went to place the order and the code didnt work only to be told by customer service two days later that the items I wanted didnt count as anything in there everything on the site promotion. This site continuously uses false advertising with their ads and they need to stop. This isnt the first time its happened and its annoying.

  

  Business Response

  Date: 01/02/2024

  The customer is inquiring about a ********************** Flash Sale that provided 40% off with code SURPRISE. Dolls Kill promotional details can be found on the help center at: ***************************************************************
  
  A list of exclusions is provided on the article linked above. The items the customer wished to purchase were part of the ** Is For Fairies Collection" on the exclusion list.

• Initial Complaint

  Date:12/26/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2 transaction for holiday shopping and only robbed. theres no service, emails, products or assistance. total scammers .removed my money immediately. shame on this horrible and sketch business has no buisness existing

  

  Business Response

  Date: 12/27/2023

  The customer is disputing two purchases. The order number provided by the customer via email communication does not belong to Dolls Kill. Dolls Kill does not have record of any transaction/ order from this customer's email address, name, or shipping address. We recommend that the customer reach out to the correct company for further assistance on their order. 
  
  Dolls Kill's only website is at dollskill.com. We advise all customers to double check their URL prior to placing an order with anyone who claims to be us.

• Initial Complaint

  Date:12/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a dress from dolls kill and it doesn't fit. I requested a return for a refund but all they will give me is a gift card to their store when all I wanted was this one dress. I have never purchased anything from them before and I don't plan on purchasing anything else from them and I don't need a gift card I was a refund on order DK2198364

  

  Business Response

  Date: 01/02/2024

  The customer is requesting a refund for returned items. Dolls Kill's policy states all returns are issued a gift card. This policy can be found prior to purchase at checkout and on our help center at: ***************************************************
  
  The customer is in contact with a supervisor via email who has provided assistance with an alternate resolution. Dolls Kill advises the customer to respond on the email thread with any additional questions. Otherwise, the customer can start the return of their order at dollskill.com/apps/returns.

• Initial Complaint

  Date:12/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never received a refund for the severe damage of an item I received (Sweet Drizzle Forecast Clear Trench Coat), as well as an item I never received (Dazzling Desires Garter Belt And Stockings-Black), and damage on the Lovesick ******* Boots. I would like to resolve this ASAP.

  

  Business Response

  Date: 12/27/2023

  The customer wrote into ********************** customer service mentioning some quality issues with some items. A customer service representative advised the customer to return these items. We don't see that the return has been started for these items through our return portal, so compensation hasn't been issued yet. Once the return is complete, Dolls Kill can proceed with a resolution. 

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 21036641
  
  I am rejecting this response because: I would like to keep this case open because I dont trust that they will issue me a refund for the items I wasnt even supposed to be sent from the start- even after I return them. I have gotten so many mixed messages from this company and their online business plan is completely unjust to a consumer. 

  
  Sincerely,
  
  Crystal

• Initial Complaint

  Date:12/18/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dolls Kill is notorious for running ******** adds that state, "Everything's On Sale" and/or running adds depicting images of items with a banner around the item advertising, "30% Off Everything". However, when you click on the image of the item(s) you want to purchase, add said items to your cart and then enter the the sales promotional code at checkout, you are informed that the item you are trying to purchase is not included in the sale. Therefore, Dolls Kill is advertising items as promotional, that are in fact not. This has happened to me numerous times and I've wasted what seems like hours shopping, only to be informed that it was all for nothing. I finally contacted Dolls Kill to inquire and they informed me that certain items on their website are never included in their sales events. When asked why they promoted them as if they were, they did not respond.

  

  Business Response

  Date: 12/19/2023

  Some exclusions apply to Dolls Kill promotional codes. These exclusions can be found here: ***************************************************************
  
  We understand that the customer saw an advertisement on ******** for a specific item that appeared to be on sale, however it was an excluded brand. In the meantime, a Manager has reached out to the customer to offer a resolution. 

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21022057
  
  I am rejecting this response because:

  I did receive communication from a manager with Dolls Kill via Facebook.  I have chosen to reject their one time promotional offer and their response because it is not acceptable to run bait and switch advertisements.  I know that I am not the only person out there who is frustrated by this.  They need to exclude pictures and links of items that are not on sale and/or excluded from sale on the sale advertisements the run.  They can advertise non-sale items on their regular posts that do not caption things like "30% Off Everything" or "Everything's On Sale".

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for the Dress Rehearsal Cropped Hoodie on December 7th and received the Dress Rehearsal PANTS (not hoodie!) on December 12th. The pants were stuffed inside a plastic bag that had an SKU for the hoodie and there were no tags attached to the pants. Immediately upon receiving the WRONG ITEM, I filled out their customer contact form. No one contacted me, so I sent more emails and also reached out on their Instagram page, ******** page and STILL NO ONE WILL RESPOND. I have sent MULTIPLE EMAILS and each time I am told someone will respond -BUT NO ONE EVER RESPONDS.

• Initial Complaint

  Date:12/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is my second time ordering from Dolls Kills. First time, I had no issue with the product. The second time, the product didnt fit. I ordered a pair of tall boots. It was the right size but unfortunately the boot did not fit around the calf area - note I am a petite 55 female who weighs *****************************************************************I tried returning but only to find out that they will not give me my refund and will only give me store credit. I was not aware of this policy when I had placed the order as I am a relatively new customer. I am hoping ******************** will help me get my refund because I will not need the store credit as I will no longer be shopping at DollsKills due to their return policy. My order number is DK2229766 and I paid $66.45 in total for the product. Of the total, $59.50 is the cost of the product and $6.95 was the cost of shipping. Im hoping to get back $59.50 in refund for the product. I have not submitted my return yet because I do not accept the store credit as the form of return. Please help with this and let me know how I shall proceed with this! Thank you!

  

  Business Response

  Date: 12/19/2023

  Customer placed an order and would now like to return their order for a refund. Our policy states that all returns will be issued in gift cards, which is stated at checkout and in our ************ ********************************************************;
  

• Initial Complaint

  Date:12/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the wrong size for an item unaware that orders could not be cancelled or changed. Refunds are only offered in store credit through gift cards and I want to receive money back.

  

  Business Response

  Date: 12/19/2023

  The customer placed an order and would  like to return their order for a refund. Our policy states that all returns will be issued in gift cards, or an exchange of the same item can be offered. This is stated at checkout and in our Help Center: ***************************************************.
  
  The customer mentioned they needed a new size, and we see that they were able to initiate an exchange for their correct size. Once the exchange order ships, the customer will receive an email with tracking information.