ComplaintsforTouchdolls, Inc.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/29/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order on August 25th (Order number ******). Three days went by and it still had not been shipped out so I reached out. I was told it would be shipped out that day but that day went by & it still had not been shipped out. I reached out again & now all of a sudden they dont know what happened and cant reach the shipping department. I keep getting the run around. I paid extra for shipping to make sure the order would get here on time. I even offered to pay extra for over night shipping. Had I known this was gone happen, I would have chosen over night shipping in the first place or requested a ********************* or not ordered from them in the first place. I wont need the items if they cant make it on time. I want a refund. Not store credit, a refund. Because obviously this website cant be trusted. & if they refuse to issue a refund, we can take it to civil court. I tried to be nice & patient.Business response
09/13/2023
To whom it may concern,
I hope this message finds you well. I wanted to provide you with an update regarding the recent customer complaint you brought to our attention. We have taken swift action to resolve the issue, and I'm pleased to inform you that we have successfully processed the refund for the customer in question.
The refund transaction has been completed, and the funds should reflect in the customer's account within the standard processing time. We understand the importance of addressing customer concerns promptly and ensuring a satisfactory resolution.
We appreciate your diligence in bringing this matter to our attention, and we remain committed to delivering the best possible customer experience. If you have any further questions or require additional information, please do not hesitate to reach out to us.
Thank you for your cooperation, and we look forward to continuing to serve our customers with the highest level of satisfaction.
Sincerely,
****** ATouchDolls
Initial Complaint
12/19/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
This company stole $45.26 and its disgusting and ridiculous!I ordered a product from touchdolls and they failed to provide me The item, so I wanted a refund. They told me to come pick up the item between **** pm, I work those times do not work for me and that should be stated in the website, which it IS NOT! So they told me pay extra to have the item shipped and I said no I will not, so just provide me a refund because I work and I can not go during this time. They told me no, but they give me a gift card. When I tried to use the gift card, it was disabled! THESE PEOPLE ARE THIEVES AND RUDE, NASTY, DISGUSTING customer service! This is a business, they have the product I ordered, my money, and gave me a fake gift card! GIVE ME BACK MY MONEY!!!!!! I do not want a gift card anymore, theres nothingI want from them, I want my money! I want them to give me what I gave them., MONEY!!! Not a gift card!Business response
12/20/2022
This customer attempted to go against all of our posted policies by making her own rules. Once an order is placed, it cannot be canceled outside of the first 2 hours of placing the order. As a small business, we have traditional business hours during weekdays and we are not open on weekends and at nights for customers to pick up orders(pick *** are Mon-Fri 10a-4p). The customer proceeded to try and cancel the order, which is outside the cancellation window so we offered to ship the order to her. Orders over $50 get free shipping but her order total was below that amount. We even tried to offer to hand deliver the order to the customer for only $5. Standard shipping is only $3.99 and the customer refused to pay for shipping so we offered a gift card which does not expire. After issuing the gift card, the customer then opened a chargeback against us because she was not able to overturn our policy. We were charged an additional chargeback fee(please see the attached) and the funds were removed from us. Due to the open chargeback, we disabled the gift card because it would not be fair to our company to provide a gift card for $45.26 when we were being charged $60.26 for the open chargeback. This customer is not entitled to a refund, however, once the chargeback is closed we can re-issue the gift card.Customer response
12/21/2022
Complaint: 18612107
I am rejecting this response because:
When I made these purchases no where on that website it said your business hours. What type of working hours are mon-Fri **** pm when most people work mon-Fri 8-5. It needs to be convenient to the customers as well. That is not my problem that youre a small business and cant be open for your customers. If you cant be opened GIVE ME MY MONEY BACK. I DO NOT NOTHING FOR THAT STORE IF ESPECIALLY AFTER THIS HORRIBLE CUSTOMER SERVICE! Omg arguing over $45.
mans it says it cant be canceled after two hours, I contacted them within the two hours( please refer to the text messages picture) I told them I DO NOT WANT IT. They didnt reply to me until the next day! My next step is reporting them to ******* office of attorney general consumer protection division.
Sincerely,
*********************************Initial Complaint
10/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a dress from Touch Dolls September 9th, I missed the description that it would take **** days to make prior to shipping. I said okay when I had complained to them initially about by dress had not been shipped, I waited until **** to complain again about it not being shipped yet and asked for a refund and for them to cancel the order because it still had been shipped. There response was a apology and that they would pass it on to management but refused to cancel the order because it was past 24 hours from the initial purchase. It is now October 3rd and my purchase still has not been shipped and management has yet to respond to my complaint.Business response
10/19/2022
The customer ordered an item that is hand made and requires additional business days to be completed by a seamstress prior to being shipped. We list the production time for each of our custom made items on the website in multiple places, including above the "add to cart" button in bold, red letters. The production time is ***** business days. When we attempted to refund the customer as per her request, our system would not allow us to refund her due to the open chargeback on the order. Once the chargeback is closed, a refund can be issued to the customer.Initial Complaint
04/13/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I received an order and returned it to . I had it tracked and it showed it was received on March 12th, after reaching several times assured me I would receive it within the 20 business day window. I am currently at 23 days with no resolve, only, its going to isn take us longer than thatBusiness response
04/14/2022
We sincerely apologize for the inconvenience of having your return processing delayed. Once it became beyond the standard 20 business days of processing time and your return still had not processed, we then opened an investigation to search through every package received to locate your specific return. Unfortunately, the package or its contents were never located. Perhaps this may have been a **** error made when placing packages into our postal box. However, we went ahead and concluded the investigation by issuing full credit for the items that were returned and a little extra credit for the inconvenience; plus a promo code to keep for additional savings for whenever you would like to use the credit. We hope that you can have a change of heart and accept our sincerest apologies for any processing delays due to the investigation we conducted.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
8 total complaints in the last 3 years.
1 complaints closed in the last 12 months.