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:11/18/2023

  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.

  Order #: DK2068220 My order did not arrive, and they refused to issue me a refund. I do not want to buy from this shady company ever again!!! They steal your money. They don't offer refunds of cash just a gift card so you can buy more clothes that don't arrive. I just want my money back and it to be over with.

  

  Business Response

  Date: 11/23/2023

  The order was marked delivered by the carrier on 11/03/23 (tracking:**********************************************************************) The carrier provided a delivery photo.
  
  Dolls Kill's policy states we are not responsible for orders missing, stolen, or lost in transit. The customer purchased Route Package Protection and has filed a claim with them Route Package Protection is a separate company and will resolve the issue with the customer independently.

• Initial Complaint

  Date:11/15/2023

  Type:Delivery 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 placed an order on 11/09/2023 and paid for next business day delivery. I was under the impression based on the countdown they had advertised their website that I would receive it by Friday. I did not receive it. I still have no received the order nor have I received updated tracking. **************** has not helped and I have waited over an hour on chat to even receive a response. I spoke with ****** and ****** on Friday which gave me no resolution, just more frustration. They told me to contact them by the 15th to help further but have been ignoring my chat messages. I was promised a cash refund. Screenshots provided. I want my money refunded as Dolls Kill has lost my package. I am continuously being ignored by their customer service team.

  

  Business Response

  Date: 11/17/2023

  The customer's order arrived late. ********************** has provided a refund for the shipping fees and offered to refund the order in full if it is returned. The order was marked delivered by the carrier on 11/14/23 (tracking: **********************************************************************)
  
  Dolls Kill's policy states we are not responsible for orders missing, stolen, or lost in transit. The customer purchased Route Package Protection and is eligible to file a claim with them for a missing package as soon as 11/17/23 if they need further assistance for this delivered order.

• Initial Complaint

  Date:11/15/2023

  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.

  I ordered $698 worth of clothes from this site last month, expecting that some things might not fit and I could do exchanges/refunds. However, I ended up returning 6 out of the 9 dresses I purchased, all because they were way too short on me to be wearable, even though I'm only 5'4". I sent my return items back the same day that I received them and they were all received back in good condition. I was issued a $522 exchange card, but I would like a refund instead because it's not going to be possible for me to find enough things to exchange for such a large amount on this site when so many of their clothes are so short that they're unwearable for me. I think this refund policy is very predatory because it is not listed anywhere along the checkout process. Furthermore, Dolls Kill is primarily an online store and only has 2 in-person stores, so it's impossible for most people to try on their clothing in-person and inevitable that people will not be aware of how the clothing fits and need to return items. I see on other people's reviews here that this business is able to accept returns minus a processing fee, so I would like to ask for the same thing as well, considering that the returns policy is not publicized and so much of the clothing isn't wearable for me. My order number is #DK1984709. Thank you!

  

  Business Response

  Date: 11/17/2023

  Dolls Kill's policy states we only offer gift cards for returns. This information can be found on the return page of our help center: *************************************************** and during checkout. Gift cards never expire and can be used on anything on our site.
  

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20873596
  
  I am rejecting this response because:

  You did not address my complaint at all. As recently as November 1, 2023, you offered another customer who posted on ******************** a refund minus a processing fee, instead of an exchange. Why am I not being provided the same? Im assuming it has to do with the fact that the amount I want refunded is more and you want to keep the money. Terrible, predatory policy and I will never shop here again.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/21/2023

  The customer is requesting a refund for their return. Dolls Kill's policy states all returns are issued a gift card. Dolls Kill reserves the right to make exceptions to this policy, however exceptions are made on a case by case basis.
  
  Dolls Kill has contacted the customer for an alternate resolution.

  Customer Answer

  Date: 11/22/2023

  Better Business Bureau:

  
  The business contacted me via email and issued me a refund. This resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/14/2023

  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.

  I placed an order on October 23, 2023 with Order #*******. Once I received the packaged, I opened it to find that the dress inside had a hole in the sleeve. That same day, on November 3, I e-mailed the company to tell them about this issue. At first their solution was to only refund me 30% of the amount for store credit. I did not accept because I just wanted a replacement. They then offered 50% where I did no accept again. I was forwarded to a "supervisor" who said I can start a return in the returns portal to get a replacement shipped out to me. I followed the instructions and was given an error on receiving a return label and sent that information back. He then told me that sine my order was APO they do not offer a return label and I will need to return on my own. That was no problem until they said they do not cover the return shipping costs and I would have to pay to return the damaged dress they sent me in order to receive a replacement. This is unacceptable for it is not my problem the dress they sent had a hole!

  

  Business Response

  Date: 11/17/2023

  The customer received their order with a damaged item. The ** is For Fairies Handkerchief Dress" arrived with a small hole in the sleeve of the dress. A supervisor was in touch with the customer via email and was able to resolve the issue with the customer. 
  

  Customer Answer

  Date: 11/17/2023

  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:11/10/2023

  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.

  I spent $370.82 on October 14, 2023 (Order #DK1928004). This was my first purchase from Dolls Kill so I was unaware of how off the sizing of most of the clothing is. Most items are extremely short or tight even at the largest size, and knowing this now I do not intend on shopping on this site again as the clothes simply do not fit me. Consequently, I was surprised and disappointed when making a return and seeing the refund would only be issued by gift card. Had I known the clothing was essentially non refundable, I wouldve never bought anything. Again, with their clothes being too small or short for me to wear, I do not want to buy anything else from Dolls Kill and have no use for the $262.17 store credit they issued me once they received the items I returned in the mail. I would like this $262.17 refunded to my debit card.

  

  Business Response

  Date: 11/17/2023

  Dolls Kill's policy states we only offer gift cards for returns. This information can be found on the return page of our help center: *************************************************** and during checkout. If the customer wants to return, ********************** will make an exception to the return policy and offer to cancel the customer's gift card and refund the customer to their original payment method vs. our gift card policy minus a 15% restocking fee that will be deducted from their return amount.
  

  Customer Answer

  Date: 11/21/2023

  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:11/08/2023

  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.

  Hi,I ordered from Dolls Kill for the first time again in over a year. Apparently their refund policy now only allows you to recieve the refund in store credit only and not any other way. I have contacted their support but they cannot help me. I want to return the items but receiving only store credit for an online shop is insane. My order number is DK2062807.

  

  Business Response

  Date: 11/13/2023

  Dolls Kill's policy states we only offer gift cards for returns. This information can be found on the return page of our help center: *************************************************** and during checkout. If the customer wants to return, ********************** will make an exception to the return policy and refund the customer to their original payment method vs. our gift card policy minus a 15% restocking fee that will be deducted from their return amount. The customer will need to reach out to us once the return has been delivered so that Dolls Kill can reverse the gift card and issue an adjusted refund instead.
  

• Initial Complaint

  Date:11/07/2023

  Type:Delivery 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.

  Date of transaction: Sep 22 Dolls Kill sold me a defective product, I returned it with trackable shipping and I was promised a full refund. I did not receive my refund.

  

  Business Response

  Date: 11/13/2023

  There was a chargeback with PayPal so the refund Dolls Kill issued on October 15 was unable to process. The customer closed the chargeback and a refund was completed successfully for this order on November 8, 2023.
  

  Customer Answer

  Date: 11/14/2023

  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:11/07/2023

  Type:Delivery 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 informed them that I needed to cancel the order immediately after placing the order by mistake, but you deliberately didn't reply to me until after the order was shipped. I am very disappointed with your company. do not want store credit, i want my order cancelled. i

  

  Business Response

  Date: 11/09/2023

  The customer submitted their order before they were able to apply a second gift card code. Dolls Kill's policy states we do not provide order cancellations or changes as soon as the order is placed. This policy can be found at: ****************************************************************************
  
  Dolls Kill can offer to apply the customer's gift card code to their order and issue a refund for that amount back to the card used on the order. 
  

• Initial Complaint

  Date:11/06/2023

  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 received a damaged product that is no longer in stock but Dolls Kill refuses to give my money back saying they will only give me a gift card. I dont want to be forced to buy more of their products. I want a full refund to my original method of payment for the damaged item. I will accept nothing less.

  

  Business Response

  Date: 11/09/2023

  The customer reached out about a damaged item. The marabou robe on their order has an area of detachment between the marabou feathers and the robe edge. All marabou items on the site are intentionally sewn with spacing so the fabric does not slide away from its place. It is also an extremely delicate fabric so this is done to avoid damage to the item. If the customer would like to return the item, they can start a return at dollskill.com/apps/returns.
  

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20829543
  
  I am rejecting this response because:

  this is not the normal separation.  I tried to fill out a return form but it says I will only get a store gift card.  I want a full refund like you gave all of the other customers. I will not accept a gift card for a damaged out of stock item. I do not want to shop at your store for anything else 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 11/15/2023

  The customer received the Witch You Were Here Marabou Robe in their order with an area of detachment between the cuff on one sleeve of the robe and the marabou trim. After reviewing a new photo of the damage, Dolls Kill is offering to refund 50% of the value of the item. The customer does not need to return the item. 
  

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20829543
  
  I am rejecting this response because:
  
  I want a full refund back to my original method of payment. I went through the checkout process again to double check whether it shows terms and conditions or makes you accept anything regarding the gift card. Its nonexistent. You dont see it until you actually have to return something and go to customer service. This is extremely misleading for a company to do to customers, and feels entirely like a scam or fraud. Dolls Kill has offered other customers who have been in my similar situation a full refund, so why am I not being offered the same courtesy? When I originally started shopping at Dolls Kill, the company offered full refunds back for damaged items. In no way shape or form was I informed of the change in terms and conditions. Again I am not excepting anything but a full refund for the damaged item (Im not paying a restocking fee either for a damaged item). Its extremely unfair to offer other customers a full refund but then only offer me 50% back.

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

• Initial Complaint

  Date:11/05/2023

  Type:Delivery 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 are very deceptive. I have ordered many items from online vendors and never had issues as I've had with them. With Dolls kill, you will definitely get screwed. They have horrible customer service and policies that are out to s**** their consumers. DO NOT ORDER FROM THEM. I never received my package yet they're received their money so they could care less! Also, their return policy is horrible even if you do receive your package. This is my first time ordering with them so I assumed it would be the same with all other retail policies, it is not. I was unaware of their customer policies. Their policies are out to s**** consumers! DO NOT PURCHASE FROM DOLLS KILL!!!

  

  Business Response

  Date: 11/09/2023

  The customer is reaching out about a missing order. This order has a confirmed delivery date of October 17. The customer can access tracking information at ************************************************************************************
  
  Dolls Kill's policy states we are not responsible for missing, stolen, or lost packages. This policy can be found at: *******************************************************************. Customers are able to add Route Package Protection to their cart during checkout for extra carrier related insurance. The customer did not opt in to pay  for the extra coverage. As an exception, Dolls Kill has offered to replace the items to a new, secure address.