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:12/09/2023

  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 purchased a mini dress from this company on Black Friday, with the sale leaving its total to approximately $24. When I received my 5 items, 2 were defective, with major seam rips. Neither the box nor the packaging was damaged, so it is a quality control issue. When I requested a replacement/exchange, the company waffled around, delaying in my emails for a week, offering me gift cards of insufficient value (no equivalent items on the site are that price now) instead of processing the exchange I had requested. After around three back-and-forths and a request for reservation of the item, the stock within my size was completely sold out, a week to date from the raising of original inquiry. Since then, and only then, I have been offered a proper refund, but I am no longer seeking one and would instead like a replacement item of equivalent category (such as another dress). I, as the consumer, am not at fault for lacking quality inspection and should not have to pay an additional $30 to get a like-item when I reserved the right to an intact dress secured on the day of a large sale. As of right now, they still have my money.

  

  Business Response

  Date: 12/15/2023

  The customer reached out to ********************** customer service due to receiving two defective items. A customer service representative offered a resolution for both and the customer prefered an alternative resolution, which was replacement items of both products. 
  
  Our customer service team responded back to the customer within the ***** hour response time frame, however unfortunately one of the customer's items went out of stock during this time. While one item has a replacement in route to the customer, the other can't be sent a replacement due to lack of inventory. A supervisor then offered a full refund or a gift card for the value of the item that is now out of stock. 
  
  A manager has now followed up with the customer and offered an alternative resolution to the customer. 

  Customer Answer

  Date: 12/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/08/2023

  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.

  The business committed to provide me a returnable clothing item. Nowhere on the item page had it listed that it was non-returnable. It was fully returnable when I added it to my cart and purchased it. Once the item shipped, in my shipping confirmation, they suddenly added a "Final Sale" tag to my item. I emailed them regarding this saying that I did not purchase the item when it was final sale and I asked to return it because it did not fit. ***** responded and said it was still not returnable. I have proof of the item being returnable and then suddenly not being returnable.

  

  Business Response

  Date: 12/15/2023

  Dolls Kill final sale items include "Final Sale" on both the product page, as well as the customers order confirmation. We're sorry to hear this customer was unaware of their items being final sale. We can see that an alternate resolution was made for the customer.
  

• Initial Complaint

  Date:12/07/2023

  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.

  On Nov 27th, I purchased 2 pairs of shoes with the Order Number DK2213683 and ordered them in my size, size 10. When they came in and I tried one of them on, they were too big. I am disappointed that they did not fit and made sure to check with the policy after purchase to make sure I was eligible for a refund, which it says I am. I would like a refund with my money back instead of in store credit as my shoe size is not supported. I do not have interest in in store credit as all I wanted was the shoes to fit and since they dont I would like my money back.

  

  Business Response

  Date: 12/08/2023

  Dolls Kill's return policy states all returns are issued gift cards. Dolls Kill does not provide refunds for returns. The return policy can be viewed at checkout and on our help center at: ********************************************************;
  
  If the customer would like to return their order, they can start a return for a gift card at dollskill.com/apps/returns

• Initial Complaint

  Date:12/06/2023

  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 attempted to post a review which outlines how Dolls Kill inaccurately depicts items (specifically how colors of items are altered, either by product photographers' lighting and/or editing (see screenshot)). The review has not yet posted, despite containing only true and respectful information. Upon further investigation, it appears Dolls Kill does not allow reviews on any products that are under 4 stars. I have also caught them using the terms "faux fur" to describe items which contain parts of animals that were used (see screenshot). When contacted with the claim, the company completely ignored me, and have yet to change the inaccurate item description.This company has a mountain of unethical claims against them and this, along with the dishonest representation of their products, deserves public attention to ensure consumers are not continually deceived.

  

  Business Response

  Date: 12/08/2023

  The customer is waiting to view their review on the site for the Modulation Oxblood ***** Cut-Out Bell Bottoms ordered on November 22, 2023. Dolls Kill has not received a review from the customer for that product. Item reviews must be relevant to the item.
  
  The customer has also pointed out a mis-type for the Jingle Bell Talent Show Costume Set's product description. Dolls Kill has not received prior notification or correspondence from the customer regarding that item. ********************** has taken the feedback under advisement and is reviewing the item to see if changes are necessary.

  Customer Answer

  Date: 12/10/2023

   
  Complaint: 20969130
  
  I am rejecting this response because:

  1) Response does nothing to disprove the theory that negative reviews are not accepted by this business.

  2) Explanation not provided on why multiple products are misrepresented by the business.

  3) Effort to correct the inaccurate description of the items has not been taken.

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

  

  Business Response

  Date: 12/15/2023

  Dolls Kill customer service and quality assurance teams reviewed the Modulation Oxblood ***** Cut-Out Bell Bottoms which was the item reviewed by the customer. There is no trend of negative reviews regarding this product by customers, or quality concerns noted by our quality assurance team. 
  
  After reviewing the Jingle Bell Talent Show Costume Set that the customer mentioned contains animal products, our customer service team found that the item description says it is made with faux fur, but it actually had a marabou trim. Since then, the Dolls Kill site team has updated the description of this product to display this, which can be seen here: ****************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
  
  If the customer notices any other item on our site that they believe has an inaccurate description, please reach out to us directly so we can investigate further. 

  Customer Answer

  Date: 12/17/2023

  
  Complaint: 20969130
  
  I am rejecting this response because:

  I have tried to review the pants twice now and it has yet to be posted.  Attached is a screenshot of two positive reviews that were posted after mine, proving critical reviews are not shown by the business.  If this is incorrect, please send another invitation for me to post my review and I will share screenshots of the confirmation of the review and we can see if it shows up this time.  

  Also, there has yet to be an effort made to correct the inaccurate representation of the color of this item.  Screenshots are in the original complaint detailing how inaccurate the portrayal of the item is, please let me know if you need me to reattach them for you.

  Great, thank you for making the effort to correct the inaccurate information regarding products containing the parts of captive/murdered animals!

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

• Initial Complaint

  Date:12/04/2023

  Type:Customer Service 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.

  On 11/17 I placed order dk ******* for $252.30. I received the order in the mail on 11/21. On 11/22, I requested a return. I mailed the return in two separate boxes (as per the emails received by Dolls Kill) on 11/24. Both packages were received by Dolls Kill per tracking on 11/30. Dolls kill processed one gift card for $37.84. They still owe me a gift card for $50.20 plus all of the exchanges of clothing that they never sent to me. I have sent numerous emails to them with no response. I need resolution and response or a total refund immediately.

  

  Business Response

  Date: 12/07/2023

  The customer had trouble receiving a gift card for their return. The return was on hold due to a lack of available inventory for the customer's exchanges. ********************** was able to resolve the hold and provided the customer a gift card for their return via email.
  

  Customer Answer

  Date: 12/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* C

• Initial Complaint

  Date:12/04/2023

  Type:Product 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.

  transaction occured on 10/25/2023 for order DK2016813. since the initial order one of my items was delivered but the second item has not yet been shipped. I've gotten no updates about the order and I've tried contacting the seller to an unmonitored email message. there's no where to request a refund on the website and I believe I'm *********** one since I have not received my item after 30 days.

  

  Business Response

  Date: 12/07/2023

  One item on the customer's order is no longer available. ********************** has provided a refund for the item to the customer's original payment method.
  

  Customer Answer

  Date: 12/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/03/2023

  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.

  I ordered 300 dollars of clothes during cyber Monday sale. It was an 800 dollar value of items. I never received my package and instead of helping they put it on the carrier. Who couldnt help either. I just had to be out a bunch of money with no merchandise. The Consumer Rights state that its on the company to be responsible for the product up until successful delivery. Which it was not. They refuse to reimburse or redistribute the order.

  

  Business Response

  Date: 12/05/2023

  The customer reached out requesting an address change for their order. Dolls Kill's policy states orders cannot be changed or cancelled once they have been placed: *********************************************************************************;

  The order was delivered to the address entered at checkout with a proof of delivery photo provided by the carrier. Dolls Kill has resolved the complaint with the customer via email.

• Initial Complaint

  Date:12/02/2023

  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 was an order that my daughter placed on 11/3/23. Two of the items received were incorrect, one item was something she didn't even order, the other item was shipped in an incorrect size, not the size she ordered. My daughter emailed the company over 2 weeks ago, not getting any satisfaction, I stepped in!! I have sent 8 separate emails to 4 different customer service reps, asked them to call me to straighten this out, they replied they cannot do this. At there request sent them pictures 8 days ago and just today was asked to send pictures again. All I am getting is NOWHERE, just getting a runaround!!!! All I want is a return shipping label, because it was the company's mistake, a credit to my original payment method, and for this to be done at once, IMMEDIATELY!!! I don't want to send any more emails or waste any more time, as everything was stated in my original email from 2 weeks ago, and all the subsequent 8 emails that I have had to send .

  

  Business Response

  Date: 12/05/2023

  The customer received two wrong items in their order. Dolls Kill has reached out to the customer via email to confirm details before coordinating a resolution. 
  

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20948835
  
  I am rejecting this response because:
  It has taken at least ten different emails, over the period of almost one month, and I still do not have anything resolved. I still have incorrect items, still haven't received what was ordered and still have no return shipping label. 

  PS Maybe the whole problem here is because I have not dealt with the same customer service representative. I have dealt with 7 different people, why I'm not sure but maybe this is why I have to continually reiterate and resend the same information and emails, nobody knows what is going on. Not sure your company has their customer service procedures down at all.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/07/2023

  Dolls Kill has only received 2 active contacts from the customer. A supervisor from ********************** is in touch with the customer to confirm details of the issue, however the customer has not provided a response.
  
  Dolls Kill also requested photos of the items and packaging for two incorrect item claims. The customer has not provided the requested photos, so Dolls Kill is unable to verify the incorrect items.
  
  If the customer is seeking further resolution, ********************** requests cooperation with these requests. 

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20948835
  
  I am rejecting this response because:
  This is a complete LIE, or your company really has NO IDEA what the h*** they are doing!!!! I'm not sure what you mean when you say that you only have 2 active contacts??? Yes it has only been my daughter at first, who sent 3-4 emails, and because she was getting nowhere, that it when I intervened. Since that time I have sent over 10 emails, each and every time it takes 2-3 days to get a response. In that time I have spoken with 5-6 different representatives, not my choice, just the way your company chooses. Every email is answered by someone new, except I have corresponded in 3 different emails, to a ***** ***, who claimed to be a supervisor, maybe she isn't, who knows. Please see the uploaded files of the 2 pictures of the incorrect items, and the 3 screenshots, of the 3 separate emails to ***** ***. The email that was sent on 12/2/23 was the one which had the pictures enclosed. By the way this was the second time the pictures were sent!!!! If there is a way for me to send the BBB all the emails, I will gladly do so.....I have no faith in anything Dolls Kill does or says, they are clearly just continuing to take there time, not getting anything resolved at all. The first email was sent on 11/21!!! I mean really how long does it take for a company to send a shipping label for me to return 2 items that were sent incorrectly by them!!!! Sincerely disgusted!!!!
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20948835
  
  I am rejecting this response because:

   

  I am rejecting this response because:
  This is a complete LIE, or your company really has NO IDEA what the h*** they are doing!!!! I'm not sure what you mean when you say that you only have 2 active contacts??? Yes it has only been my daughter at first, who sent 3-4 emails, and because she was getting nowhere, that it when I intervened. Since that time I have sent over 10 emails, each and every time it takes 2-3 days to get a response. In that time I have spoken with 5-6 different representatives, not my choice, just the way your company chooses. Every email is answered by someone new, except I have corresponded in 3 different emails, to a ***** ***, who claimed to be a supervisor, maybe she isn't, who knows. Please see the uploaded files of the 2 pictures of the incorrect items, and the 3 screenshots, of the 3 separate emails to ***** ***. The email that was sent on 12/2/23 was the one which had the pictures enclosed. By the way this was the second time the pictures were sent!!!! If there is a way for me to send the BBB all the emails, I will gladly do so.....I have no faith in anything Dolls Kill does or says, they are clearly just continuing to take there time, not getting anything resolved at all. The first email was sent on 11/21!!! I mean really how long does it take for a company to send a shipping label for me to return 2 items that were sent incorrectly by them!!!! Sincerely disgusted!!!!
  Sincerely,
  
  ***************************
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/13/2023

  Dolls Kill responded to the customer on 12/5 to clarify a few details in an attempt to provide a resolution for the customer and hasn't received a response. 
  
  Since there seems to be some disconnect in correspondence between Dolls Kill and the customer, please review the below response that was sent to *************** on 12/5. Once this email is answered by the customer, ********************** will move forward with a resolution. 

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20948835
  
  I am rejecting this response because:
  Maybe if Dolls Kill assigned ONE and ONLY ONE customer service rep, instead of 6 different ones over the course if this complaint, they would see that I wrote in at least 2 to 3 emails, that i would be out of the country.  They even acknowledged this fact in the last email, that I received from them!!!

  I'm just curious how LONG does it take to receive a return shipping label!!!???? My original email was sent well over 2 weeks ago, requesting a prepaid return shipping label, for the incorrect items sent by your company. Still nothing has been resolved!!! My daughter's first email was sent on November 23, 24....3 weeks later and still NO RESOLVE

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

• Initial Complaint

  Date:12/01/2023

  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.

  NOVEMBER 24, 2023 AT 11:59 AM 5 minutes later I emailed the company saying that the order needed to be canceled immediately. Their response hours after my request to modify or cancel the order."Our system does not allow us to make any changes to orders after they have already processed"They then said "We do not offer refunds. Gift cards are sent to the email address on the original order. Gift cards never expire and can be used on anything your heart desires!"First off, Receiving only store credit for an online shop and buying boots is insane. The order shipped even though I didnt get a response back after asking them to cancel via email. I received it today and the boots DO NOT FIT just like I had anticipated. Not only that, but items are MISSING. AND the items are damaged/broken. This is really sad. I would like to resolve this issue with an order that I didnt even want immediately. I have opened a chargeback because of how scary and misleading this process has been from the beginning. Buying shoes online to try on should be returnable for a full refund if the shoes dont fit, they only have 2 retail stores so this seems really ridiculous as a costumer. Also you should have some wiggle room to make a change before an order ships. A business should be aware of this, and have somebody monitoring these things for an online ecommerce website. I want a full refund back to my original method of payment. This is extremely misleading for a company to do to customers, and feels entirely like a scam or fraud.

  

  Business Response

  Date: 12/05/2023

  The customer is requesting a refund for their return because their order was unable to be cancelled. Dolls Kill's policy states that orders cannot be changed or cancelled once they are placed and all returns are issued gift cards. These policies can be found on our help center at:
  **************************************************************************** and ***************************************************
  
  The customer is also claiming to have received two damaged items- the Sweet Drizzle Forecast Clear Trench Coat arrived with a cloudy/ filmy appearance and the Lovesick ******* Boots arrived with minor cosmetic imperfections. Dolls Kill has reviewed the photos provided by the customer. Based on the photo for the Sweet Drizzle Forecast Clear Trench Coat and the severity of the defect, Dolls Kill will be providing a refund. As for the Lovesick ******* Boots, based on the photos and damage, we'd like to provide a 30% gift card.
  
  For both damages, the customer does not need to return the items. 

• Initial Complaint

  Date:12/01/2023

  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.

  Returned within days of receiving boots(11/21) because they did not fit. The email response with the return label stated a gift card would be sent to my email when notice of shipment happened for the amount of $100.17. I checked all of my email account and received no GC. Contacted them the first time on 11/28/23 and on 11/29 they responded that a gift card was processed and sent to my email. i looked AGAIN and received nothing, so on 11/29 i sent them another email stating i did not receive said gc and perhaps they should cc themself on the gc email to ensure it goes. On 12/1 i received an email stating, " no worries i went ahead and resent your gc to your email." i checked STILL" no gc. it was signed by *************************************** i sent Instagram message as well. no response as of 12/1. responder is a ****************-super disappointed.

  

  Business Response

  Date: 12/05/2023

  The customer had trouble receiving the email containing their gift card code for a return. Dolls Kill created a new gift card and provided the code via a support email.