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:03/30/2023

  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.

  Order number: ****** Order placed: 3/22/2023 Delivered: 3/29/2023 All I want to do is return two items from my order (it would probs be around $50-$53 total)SKU #: S787970 SKU #: S851441 Im right-handed and the products I bought are for left-handed people. I thought I could do a normal refund, but apparently they only give you a store credit or a gift card, which wasnt clear. Im not sure when their policy changed, but before you could get a refund to your original payment and not a store credit. I am not looking to get a store credit because I dont want to buy from a company that only gives you a store credit. *** researched and it looks like Im not the only one who had this problem with doll kills. I really hope I can work out this problem and find a resolution.

  

  Business Response

  Date: 03/31/2023

  The Dolls Kill return policy states that returns are issued in gift cards only. We see that the customer mentioned they would prefer a refund to their original payment method as opposed to a gift card as they were unaware of our policy.
   
  A supervisor reached out to the customer and made an exception to our return policy and offered a refund for the customers returned items with a return shipping fee. The customer has yet to respond back, however our offer stands for a refund with a shipping fee deducted.

  Customer Answer

  Date: 04/02/2023

  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:03/28/2023

  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 shoes on 03.15.23 and as soon as i received them i shipped them right back. I had previously ordered something back in September and their return policy seemed pretty straight forward i didnt feel the need to read through it again. I returned the shoes because they were ill fitting, although the correct size i couldn't put my foot in them because of how hard they were. I used their return section to print out a label and received a gift card a few days later. However, i did not want a gift card. In the past i was issued an automatic refund to my original form of payment. After a few emails, and being in communication with three people they finally made the exception to refund my original form of payment. However they failed to let me know that there would be a fee for the label i had created until i had to agree to receive my refund. This is something i wasn't familiar with since the last return went so smoothly. I asked when the policy had changed and it was before my previous transaction so it doesnt make sense that i would be getting so much trouble from them now. Although i have received part of my refund. I would like the shipping cost to and from to be also adjusted for the trouble and terrible product.

  

  Business Response

  Date: 03/31/2023

  The customer reached out to ********************** customer service regarding the return policy. Our policy, as of 8/1/22, states that all returns are to be issued as gift cards. 
  
  The customer advised us that they were unfamiliar with the current policy, as the last time they returned with us a refund option was available.We noticed that the last time the customer contacted our customer service was in August of 2022. This contact was regarding a return associated with a different order. At that time, our policy allowed the customer to choose a refund with a $7.95 return fee, however a supervisor made an exception and issued a full refund and waived the fee. 
  
  We understand that the customer was unfamiliar with our current return policy so an exception was offered to the customer to return with a return shipping fee. After carefully reviewing the customer contact, we see that after some back and forth, the customer was aware of this fee and gave the supervisor the OK to process the refund with the fee.
  
  As an exception, we went ahead and refunded the $7.95 return shipping fee.  

  Customer Answer

  Date: 04/01/2023

  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:03/26/2023

  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 returned a corset dress in my order #******* at my account ******************* at 16th February, and it has been recorded in the website as returned at least since 10th March, the day I checked my account. They must have received the product. What they didnt do is to issue gift card to me till today. I chose small parcel delivery from ************ so theres no tracking number. The customer service team rejected to help me and kept me waiting because I have no tracking number. But this shouldnt be an excuse. The delay is far more longer than what they have promised (7-10days). Its difficult to believe that it should take this long and they can use the excuse of not having a tracking number to avoid their duty for ever. As such, I want them to issue the gift card refund as soon as possible.

  

  Business Response

  Date: 03/28/2023

  International customers have the option to choose their preferred carrier when shipping back their return. The customer notified ********************** customer service that they have shipped back their return through Canada Post. 
  
  We confirmed in our returns portal that the customer initiated a return, however we have yet to receive the parcel. Since the customer reached out, we asked for the return tracking so we can confirm that this return made it back to us. 
  
  The customer does not have the return tracking so we cannot confirm if the return has made it back to our warehouse. Since the customer cannot provide their return tracking, we ask that the customer confirm the address they sent their return back to and to provide a receipt of purchase from the carrier as verification. 

  Customer Answer

  Date: 03/28/2023

  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:03/25/2023

  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.

  I purchased a rental car from Priceline I was quoted 115 plus 39 for insurance for a total of 154 but the rental car company didnt except the insurance I was supposed informed by Priceline that they didnt charge me for insurance but there claim that I could get the car for the price I booked it for was wrong I had to ride mins away from the airport to rental place and then it took 30 mins just to find the shuttle to get the car. I get there and they tell me that I have pay 26 dollars a day extra for insurance when I was already quoted 13 so I got screwed with this car company I want them honor the price and To pay the difference in my fees I paid this is an inconvenience as I lost two hours dealing with the car company and now I have to cut my trip early so I make the shuttle back to the airport Im starting to think Priceline is a waste of time this the 2nd time I rented a car from them on vacation and had to pay more than what was quoted again I just want to be refunded the difference

  

  Business Response

  Date: 03/28/2023

  It looks like the consumer complaint is intended for a rental car business and not Dolls Kill which is an online fashion retailer.
  

• Initial Complaint

  Date:03/23/2023

  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.

  This is 2nd time that this business has attempted to charge my debit card . I lost my card in a trip in ******** two years ago and have had my card replaced since then. again on 3/23/23 my information was given to them for a purchase but under a different credit card My concern is how is it possible for my information to be changed at this store again with my new card. someone is scamming them in ******** or someone working at that location has my information the only way I can think is that someone has my social security number. And may have used that to access my account to get my card number both times they used the wrong pin so my cards were declined. No harm no foul. My desired outcome is for this company to not allow any card with my name on it to be charged put me on a do not sell to list as I do not shop nor intend to shop from this business in the future. I dont approve any transactions with my cards at all and I definitely dont want to be charged a third time with my newest information. Its a bit unnerving.

  

  Business Response

  Date: 03/24/2023

  If the customers card was used without their consent, we suggest reaching out to their payment institution directly. In the meantime, a manager is in contact with this customer to identify the charge and provide more information. 
  

• Initial Complaint

  Date:03/23/2023

  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 made a purchase on March 11, 2023. My order number is DK1254445. I received my package on March 18th. I was not satisfied with my purchase. The quality of my garment was poor and was not flattering at all. I initiated a return on March 20th and dropped my package off to *** on March 22nd. This transaction took place well within the 30 day return window. I received notice that I would be issued a refund in the form of a gift card. I would like a full refund for my purchase to the original payment method. I reached out to customer service regarding this as I was unaware of the policy and was only supplied a link to the returns page. Dolls Kill's returns page is misleading. The information about the gift cards for refunds is at the BOTTOM of the webpage. There are instructions on returns and a link to initiate a return well before the information about the gift cards. This information should be shared when initiating a return on your website to reiterate the policy about gift cards for refunds. It's disheartening to know that if I don't find any additional items on the website that I am interested in purchasing, that I'm being forced to sacrifice my own funds just because you don't issue refunds in the same payment method a purchase was made. That's just a complete scam. Dolls Kill needs to listen to the voices of the people spending money with them. I am not the first person experiencing this issue and I certainly won't be the last.

  

  Business Response

  Date: 03/23/2023

  The Dolls Kill return policy states that returns are issued in gift cards only. We see that the customer mentioned they would prefer a refund to their original payment method as opposed to a gift card as they were unaware of our policy.
   
  A supervisor has now reached out to the customer and made an exception to our return policy and offered a refund for the customers returned items with a return shipping fee if they prefer this. 
  

• Initial Complaint

  Date:03/16/2023

  Type:Order 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.

  Criminal offense because of company name

  

  Business Response

  Date: 03/17/2023

  If the customer has a concern about an order or questions regarding any products, we'd be happy to help. The customer can contact us and visit us at ***************************. 
  

• Initial Complaint

  Date:03/13/2023

  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.

  my orders were DK1248525 and another order and they got refunded??? i used my store credit card one. i got a gift card, used it, and it doesnt work on one of them so did i actually get a refund? im so confused right now

  

  Business Response

  Date: 03/15/2023

  Order DK1248525 was cancelled due to a block on the customer's account. After reviewing the customer's account history, it looks like multiple disputes were open by the customer on past orders. The disputed orders were shipped and delivered and Dolls Kill did not receive payment for the orders due to the disputes filed. 
  
  Any future order will be cancelled and refunded due to the customer's past behavior of filing disputes for orders shipped and delivered. 

• Initial Complaint

  Date:02/27/2023

  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 ON ***** ON 10/20/23 FOR A HALLOWEEN COSTUME AND PAID EXTRA FOR EXPEDITED SHIPPING (*****). MY ***** NUMBER WAS ****** AND I PAID $79.18. I RECEIVED AN EMAIL CONFIRMATION ON 10/18 SAYING THE ***** WAS SHIPPED. WHEN MY PACKAGE HADN'T ARRIVED, I TRIED TO CONTACT THE RETAILER HOWEVER THEIR WEBSITE DOESN'T HAVE A PHONE NUMBER THAT YOU CAN CALL. I TRIED MESSAGING THEM USING THEIR 'CONTACT US' FORM BUT DIDN'T RECEIVE A RESPONSE. I RECEIVED A NOTIFICATION FROM *** WITH A TRACKING NUMBER 1Z87F7651391089124 HOWEVER WHEN I TRACKED THE NUMBER AND ALSO CALLED ***, THEY SAID THAT THE ***** WAS CREATED BUT THEY NEVER RECEIVED THE PACKAGE FOR SHIPPING. TO THIS DATE I STILL HAVE NEVER RECEIVED MY ***** AND CAN'T GET A RESPONSE OR REFUND FROM DOLLS KILL. THANK YOU FOR YOUR HELP

  

  Business Response

  Date: 02/27/2023

  The customer placed an order on 10/19/22 and contacted Dolls Kill customer service to request an address change the same day. The order had already shipped so the customer service agent was unable to change the customers address. No further contact was received by this customer regarding this order since. 
  
  We understand the customer hasn't received this order. Because of the time that has passed, the *** tracking has expired and is no longer valid so we're unable confirm what happened to this package. 
  
  A Supervisor has now reached out to the customer offering compensation for this order as a gesture of good will. For future orders, we ask that the customer purchases Route package protection which acts as insurance for the customers package in the case of any carrier related issue. 

• Initial Complaint

  Date:02/19/2023

  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.

  Return To Sender-Cant Get Response:Placed order on dec. 28th for 2 items. Was taking kind of a long time so I checked the tracker and it said that it was returned to sender on feb. 7th (although the delivery company never contacted me). So heres my issue with Dolls Kill-Ive tried 5 (6?) times to contact them about this and I never get a response! Ive emailed, filled contact form, and live chat. Ive been patient and given ample time to get back to me but clearly it isnt happening. So as of right now Im out like $100+ and frustrated over this. The order numbers were Order #******* & Order #*******. Posting here hoping that they will finally stop ignoring me or whatever so I can get this sorted already.

  

  Business Response

  Date: 02/21/2023

  The customer has reached out to ********************** customer service a few times regarding their orders that were both marked as delivered but not received. We're sorry to hear the customer hasn't heard back from us, we can verify that all of their inquiries were replied to promptly so we are having ************* look into this. We also suggest that the customer check their junk/spam folders as sometimes emails will end up there depending on the customer's email settings.
  
  Since the customer hasn't seen our previous responses, a supervisor followed up again with the customer through a different email platform. We advise the customer to check their inbox, junk or spam folder for their email address associated with their order. In the meantime, the customer has Route package protection attached to both of their orders so we suggest they reach out to Route directly to file claims for their missing orders. 

  Customer Answer

  Date: 02/22/2023

  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,
  
  *****************************