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:02/18/2025

  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 accidentally returned the wrong item to dollskill.com and they did not contact me about the mistake when it took place and so far since Ive noticed the error and reached out have yet to do anything at all to help me get my item back I want to send the item I still have that they refunded me for that I dont want to them and get the item I accidentally sent back that I still want and is worth more money than they credited me for the item that I still have. I have reached out to them several times since Sunday and as I recognize their customer service was closed for yesterdays holiday have tried to give them time to respond but their customer service department has now been open for at least several hours and no one is responding to my customer support tickets. Order number ********* contained the item that was incorrectly returned and on their website currently is listed for sale at $129. The order number DK3508101 is attached to the returned item I was refunded for that is still in my possession totaling $66.29 having been refunded as store credit.

  

  Business Response

  Date: 02/19/2025

  The customer is reaching out due to an error they made while sending back a return. The customer sent back the incorrect item and is requesting assistance with receiving the item back. Dolls Kill is unable to ship back items that have already been returned.
  
  The customer has an active email thread with the Dolls Kill customer support team and is advised to follow up on that thread for any additional assistance.

• Initial Complaint

  Date:01/30/2025

  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 jumpsuit from Dolls Kill on January 20th and it was delivered January 28th. Unfortunately, it was stolen under an hour after delivery. I reached out and was told I had to wait 2 business days to even file a claim. I was also told after 2 days, I could file the claim and then it would be reviewed and then only after that, I could maybe get a replacement. I explained how this is a long process and that I have an event February 21st and that ordering a month in advance shouldve been enough time. They refused to refund me or expedite the shipping of the new replacement and I emailed **** requesting a refund and explained I will take my business elsewhere. Before I did this, they were responding within minutes and now, they have ignored me for 48 hours. I filed a claim with my bank, ****** and was refunded the amount I paid which was around 41 but I also used a giftcard from Dolls Kill worth around 33 dollars and I would like that money back.

  

  Business Response

  Date: 01/31/2025

  The customer is reaching out regarding a missing order. The customer's order was successfully delivered by the carrier ***** with a proof of delivery photo. Dolls Kill's policy states Dolls Kill is not responsible for missing, stolen, or lost shipments. This policy can be found at: *******************************************************************
  
  The customer's order included Route Package Protection. Route is a third party package insurance company that can assist with claims of theft, damages, or loss. The customer has been instructed by **********************'s customer service team how to file a claim for their package with Route. The customer is advised to follow up with Route's team directly for further assistance with this package.

  Customer Answer

  Date: 01/31/2025

  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:01/29/2025

  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.

  I ordered several items from the Dolls Kill website. ***** never received the shipment from them so I contacted them directly. They offered me a replacement which I was happy with, but then came back and told me they would issue me a store credit. The items I ordered on the website are in stock, just at a much higher price than when I ordered. This is a fraudulent practice. I want a full refund for my items that I did not receive.

  

  Business Response

  Date: 01/29/2025

  The customer is reaching out regarding a lost shipment. The customer contacted **********************'s customer support team and was offered a replacement for the order. Due to an inventory shortage of one item, Dolls Kill's customer support team was unable to process the replacement and issued a credit instead. 

  The email thread has been escalated to a Dolls Kill supervisor. The customer can expect a response from a supervisor directly on that email thread to receive further assistance and reach an amicable resolution.

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22871627
  
  I am rejecting this response because:

  The business refunded one item in my order, and reshipped the remaining items. I am currently awaiting my package, however I received a notice from ***** that the barcode on my package is unreadable. Once I receive my package I will close the complaint. 

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

  

  Business Response

  Date: 02/03/2025

  A replacement order was provided for this customer as requested. The replacement order is on its way, but has experienced a carrier-related delay with ******

  The most recent update for this package with ***** was made on February 3rd. Dolls Kill expects the package to be delivered soon. The customer is encouraged to reply directly on the email thread with Dolls Kill's customer support to request any additional assistance.

  Customer Answer

  Date: 02/04/2025

  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. I have recieved my items. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:01/27/2025

  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 have an order of a few items in multiple sizes that I wanted to try on to find my correct fit. Of course this means that I would be returning items in the order. But as I went through the return process, the only refund option was a giftcard. For a $700+ order, this is an unacceptable option. And NOWHERE in the checkout process is this made clear. I just went through a fake checkout just to see if I see it mentioned, and it is not. Not only that, but they automatically added a service called 'Route Package Protection' to my order, which I NEVER selected and only noticed after checking out, of course. Again, they did not make this clear that they were automatically throwing in another product I didn't want or need. This added $24.38 to my order, not including the additional taxes and fees.All in all, a bad and upsetting experience.

  

  Business Response

  Date: 01/29/2025

  The customer is reaching out about **********************'s return policy. Dolls Kill's policy states all returns are issued gift cards, no refunds are provided. This information can be found at checkout and in the Dolls Kill *********** at: ***************************************************
  
  The customer has placed several previous orders with Dolls Kill, all of which were subject to the same return policy and most of which were returned in accordance with that policy. The customer has used the gift cards provided for their previous returns and still has several active gift cards that can be used. Dolls Kill has not received any correspondence from the customer regarding their order or returns. The customer can reach **********************'s support team at: ************************************************* for assistance with applying unused credit from their previous returns to their new order.
  
  Route Package Protection is a package insurance plan that protects against theft, loss, or damage to a package while in transit. Route can be opted into or out of at checkout using the checkbox provided on the checkout screen.

• Initial Complaint

  Date:01/06/2025

  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.

  I ordered on Dolls Kill on November 30th and had received an email on December 2nd saying that my order was being worked on and gave a link to track the package. When checking to this day, the link gives the last update for my package on December 2nd. I reached out to Dolls Kill on January 2nd wanting to know if they could provide further context to why I had not received my package and got a fast response saying that the package has yet to picked up by the carrier and that I should reach out toto the merchant directly for further assistance. I replied, confused, asking who I should then contact because I had ordered from them thinking they were the merchant but go no further responses. Ive sent numerous requests on their contact form for a refund and they have not answered any further after being so quick to respond to me the first time I contacted them. The last few days I have also reached out to them via X and Instagram and still havent got a reply. I really would like a refund since this doesnt seem like a shipping issue if my package never left the warehouse but they have been unresponsive.

  

  Business Response

  Date: 01/09/2025

  The customer is reaching out regarding an order sent with *********** in early December. The customer's package appears to be delayed due to the Canada Post strike. ***********'s strike has ended and they are currently working through their backlog of shipments that were impacted due to the strike.

  Passport services confirmed and assured Dolls Kill that package updates will be available soon. Dolls Kill expects the customer's package to be delivered and advises the customer to keep an eye on tracking for updates.

  The customer is currently in contact with a supervisor via email and is encouraged to reach out directly on the thread with any additional questions.

  
  

• Initial Complaint

  Date:12/30/2024

  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.

  Hi, I am writing to formally dispute a charge on my credit card account for a purchase I made with Dollskill.com. The charge in question is for the order referenced above, made on November 22, 2024 for an amount of ****** USD The order was shipped via Canada Post, and I would like to explain the reasons for my dispute.1. Shipping Delay Due to Postal Strike When I made the purchase, Dollskill.com chose to ship the order via Canada Post. At the time, there was public knowledge of an ongoing strike by *********** workers, which would cause significant delays in delivery. Dollskill was aware of the strike but still chose Canada Post as the carrier for my order. As a result, my order has not arrived within the expected time frame and is significantly delayed.2. Unable to Receive Package Due to Relocation Now I have moved out of ******, and my new address is now outside of ******. Given the ongoing strike and the further delays in the delivery process,I will no longer be able to receive the package once it eventually arrives. I notified Dollskill customer service of my situation and requested to cancel the order or arrange for a return, or even change the shipping address, but they refused to provide a resolution. Their refusal to address my concerns has left me in a position where I cannot accept delivery of the item.3. Failure to Fulfill Order as Promised I believe that Dollskill has not fulfilled the order in a reasonable time frame and has not offered a satisfactory solution despite knowing about the strike that would impact delivery greatly. Their refusal to either cancel or return the order demonstrates a lack of consideration for the customers circumstances and a failure to provide the goods within an acceptable period.Request for Charge Dispute Given that the delay and failure to deliver the goods have resulted in me being unable to receive the package, I request that you assist me in disputing this charge and issuing a refund for the full amount of $******.

  

  Business Response

  Date: 01/06/2025

  The customer has filed a chargeback with their bank for this order. Dolls Kill is unable to provide assistance on an order that has an active dispute.
  
  The customer's order is delayed due to ***********'s recent strike. Dolls Kill offered customers in ****** the option to pay for duties and taxes upfront or to pay the carrier in transit. This order was placed with the option to pay in transit. All packages with duties and taxes owed must be handled by ***********. *********** has provided assurance that they are catching up on backlogged shipments. This package is still expected to be delivered.

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22744637
  
  I am rejecting this response because the bank still billed this amount for the order, so the chargeback is useless. 
  
  Sincerely,
  
  *** ****

  

  Business Response

  Date: 01/08/2025

  The customers order still has an active dispute associated with the payment. Any questions or concerns regarding a chargeback must be directed to the bank or card issuer. 
  
  Dolls Kill is unable to provide further assistance for an order with an open dispute.

• Initial Complaint

  Date:12/29/2024

  Type:Sales and Advertising 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 pants on November 26, 2024 for $68.52 CAD (***** USD) My item was shipped on the same day of ordering. Since then there have been no updates until I contacted the merchant on December 21st, 2024 complaining that I havent received my item. They stated they would replace it but emailed me back stating they can not refund or replace my item due to it being lost. They will not refund or replace my lost item but continue to take my money.

  

  Business Response

  Date: 01/06/2025

  The customer is reaching out regarding an order that was lost in transit. Dolls Kill offers package insurance with Route Package Protection in checkout which protects against theft, loss, or damage. The customer opted out of package protection on this order.
  
  The customer is in direct contact with a ********************** representative via email and is advised to reply directly on that thread for any additional questions.
  

  Customer Answer

  Date: 01/06/2025

  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,
  
  ****** Oyemu

• Initial Complaint

  Date:12/18/2024

  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 12th/01/2024. Contacted Dolls Kill costumer service through their only way of communication, email, three different time only for them to stop communicating. I was told they can not find my email address or order number despite receiving an invoice email at time of order and the amount of order taken out of my bank account. This order was placed for Christmas gifts. I need an answer to whether it will arrive in time. If not I have to find an alternative as gifts.Very confusing as to how I got an invoice email but they can't find me in the system.

  

  Business Response

  Date: 12/20/2024

  The customer is reaching out about a pre-order that was placed at the end of November. Pre-orders are shipped once the inventory for all items on the order has been received. This order is ready to ship as of December 19th. The customer can expect to receive a shipping email with tracking details soon.
  
  Dolls Kill has received and reviewed the email thread with the customer. The customer is encouraged to follow up via that email thread with any additional questions or concerns. 
  
  Dolls Kill's customer support team is experiencing an increase in contact volume and expected response time. Customers are advised to avoid submitting multiple contact forms as this may result in longer wait times.

  Customer Answer

  Date: 12/21/2024

   
  Complaint: 22706787
  
  I am rejecting this response because: The website is misleading when ordering. If I knew something is a pre order and my entire order was being held till that item was available, I would have made two separate  orders. Dolls Kill customer service was not helpful because I never received a clear answer to my issue. If It would have been explained correctly, I would not have reached out to BBB. The only reason I contacted the customer service 3 times is because I was left hanging with no explanation of the statue of my order.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:12/18/2024

  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.

  Placed order on December 1st for a snowsuit needed for a ski trip next week (Week of December 23rd) When placing order, delivery date was latest December 17th. That was fine with me, however leading up to the delivery date I had not gotten any updates regarding the shipment. So I reached out directly to the shipping company, passport, who advised me to contact Dollskill directly to pay the duties on my package so it can be released. I distinctly remember duties and taxes to ****** were originally included in the cost when buying off Dollskills website. Whatever, I digress. So I contact Dollskill directly, someone named ******** responds, tells me that they checked and think Passport does have my package and it's in transit without any updates. They said to "hit me back up after December 12 if nothing changes" It is now December 18. I have sent multiple emails to Dollskill, ******** directly and Passport. No response from anyone. At this point I want a refund and to cancel the order so I can shop locally for one as my trip is next week. Genuinely cannot believe the lack of customer service for this "business". Never ever shopping here again for any reason what so ever after this experience.

  

  Business Response

  Date: 12/18/2024

  The customer is reaching out about their order placed early December. Dolls Kill has looked into the order and has determined it is lost with the carrier and cannot be recovered.
  
  Dolls Kill has reached out to the customer directly on the email thread to assist with a resolution.

• Initial Complaint

  Date:12/08/2024

  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.

  I clicked on an advertising video that dolls kill had shoes on sale for black Friday and I clicked on it. On 11/28/24 I spent $43.22 on four pairs of shoes. I received the confirmation email and the email saying it shipped. I lost the email with tracking info and I contacted dolls kill customer service and they can't find my order under my email so I want my money back.

  

  Business Response

  Date: 12/11/2024

  Dolls Kill is unable to find an order under this customer's name or the provided email address. If the customer is able to provide valid ********************** order numbers, Dolls Kill can take a further look into the concern. Dolls Kill order numbers start with "DK" or "PD".
  
  In the meantime, Dolls Kill recommends that the customer confirm the website the order was placed on. 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.