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:02/13/2025

  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.

  Failure to Deliver, Refusal to Refund, and Strategic Avoidance of Chargeback Window Jun 27/24: Placed an online order for a adult item based on a website estimate of 4-6 weeks for delivery. Order #******* Paid $589.05USD August 30/24 (64 days later): Reached out after the estimated delivery window had passed. RealDoll admitted to significant delays and refused to provide a clear shipping timeline.Sep 12/24 (77 days later): RealDoll confirmed that the order would **** *+ months instead of the advertised 4-6 weeks. I requested a cancellation due to the delay. RealDoll agreed and stated the refund request was being forwarded to their accounting department, promising it would take up to 45 days.Strategic Delay Tactic: By stating the refund would take 45 days, RealDoll effectively pushed me past the 180-day window for initiating a chargeback with my credit card company, leaving me with no recourse to dispute the charge.Oct 29/24 (124 days later): No refund received. Followed up, but RealDoll failed to respond.Nov 7/24 (133 days later): Sent another email expressing concern over the delay and lack of communication. Still no response.Nov19/24 (145 days later): Followed up again, pointing out that it had been well over 45 days since RealDoll promised a refund. No response.Dec 18/24 (174 days later): Another follow-up email with no acknowledgment or reply from RealDoll.Jan 2/25 (189 days later, past the chargeback window): Sent a final email expressing frustration over RealDolls refusal to communicate and their failure to issue a promised refund. No response.Feb 3/25 (222 days later): RealDoll finally responds after months of silence, only to ask, "Where are you now located?"completely ignoring the refund request and previous emails.Feb 12/25 (230 days later): Still no refund or proper response from RealDoll. They have completely ignored all communication and failed to honor their own refund promise.

  Business Response

  Date: 02/24/2025

  Hello Tornek,

  We have attempted to refund your order, however it is past the time to refund to the actual order so can you please send me your ****** email or Zelle information.
   
  Just let us know and we will send the refund immediately.
   
  Thank you!
  *****

  Business Response

  Date: 02/24/2025

  Hi Tornek,

  We have sent you your refund via ****** as requested.

  Would you please remove and/or close this complaint as resolved to your satisfaction?

  Thank you very much!

• Initial Complaint

  Date:01/28/2025

  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.

  On 12/6/2024 i ordered an RC2 **** product color medium. I received it on 01/30/2025. once opening the first ***** shipping box, I had noticed a magnetic black box with the wording on it that said RealC***2 within seconds i lifted the magnetic lid and seen the product and was in disbelief the color was pink and not medium *****, The paint on the shaft was real clumpy, There was also a deep indent behind the product. I Immediately called and when i called the young lady on the phone was understanding and also believe this was a defected item. She told me she will speak to her supervisor about issuing a replacement. She then tells me Let me put you on hold so i can put my supervisor on the line, After 6 minutes on hold she proceeds to tell me hes on a meeting he will get to me in 30 minutes. 30 minutes pass and i received an email stating that i will not received and email and that the product seem good for them despise of the pictures that was sent to them. Once i emailed them again they then changed up the story that the product was opened but yet the product had no seal. So they will not give me a refund. On there website its states that your are eligible for a refund within 7 days of receiving the product.

  Business Response

  Date: 02/10/2025

  Hi Priltsbie,

  We issued you a ********** label on January 30th and advised once the item was received back to us we would process the refund.

  On January 31st you indicated you did get the return *** label and were going to return to us.

  We have not gotten the item back yet but will advise when we do and the status of your refund at that time.

  Regards,

  Abyss Creations

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22863634
  
  I am rejecting this response because:
  I sent the product to the company and still havent received a full refund from this company. Hopefully i receive a refund since they consider this product to be an opened box. 
  Sincerely,
  
  Priltsbie *********

  Business Response

  Date: 02/24/2025

  Dear Priltsbie,

  We received your order back and it as inspected and determined that it was unused and in good condition so we issued your refund which is exactly what we said we would do.

  We are sorry things did not work out for you.

  Best regards

   

  Business Response

  Date: 02/24/2025

  Hi Priltsbie,

  Just realized you did a chargeback and have gotten your many back earlier this month.

  We have cancelled today's refund as it would duplicate the funds returning to you.

  Please **** this complaint as resolved to your satisfaction.

  Thank you!

• Initial Complaint

  Date:12/26/2024

  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.

  The company has sold me a product and not delivered it. After engaging them it seems I am getting a canned response that they give everyone which is they are having supply issues and there will be extended delays. It appears they engage with you whilst still inside the chargeback window and now have started not replying. By the looks of it, I can request a refund but this in itself is a scam as it suggests they will take 20% off. All signs suggest this company is scamming people and playing the odds that half the people will just write off the loss, some will wait and the rest will take the 20% hit. Seems like a great way to make money.Despite there being replies about supply issues and it looks like many people have been getting the same response for years, they still Market their product extensively and offer flash discounts every few weeks. Im a little nervous about you engaging them as it may ruin any chance of getting a reply or any delivery? Have you had any luck here in the past?

  Business Response

  Date: 01/16/2025

  Hello *****, 

  Your refund has been send via ******. We are very sorry for the time it took to make this right and we understand your frustration. Company transitions can be tricky, but we are making right like with you today. 

  Thank you for your patience, 

  RealDoll 

• Initial Complaint

  Date:12/06/2024

  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 with RealDoll/Abyss Creations on June 12, 2024 (Order #*******) for $619.00, with an advertised delivery estimate of 46 weeks. Nearly six months later, I have neither received the product nor a refund, despite multiple promises and repeated follow-ups.The company first promised a refund several months ago but did not process it. On November 7, 2024, I was told refunds could take up to 45 days, but this was the second unfulfilled refund promise. Their customer service team has failed to proactively communicate updates, and I have had to repeatedly reach out for information. Each response has provided vague explanations and inconsistent timelines, causing unnecessary frustration and wasting my time.What makes this situation even more concerning is that RealDoll continues to advertise and sell products, including Black Friday promotions, while failing to fulfill existing orders or process refunds for delayed ones. This misleading practice raises ethical concerns, as new customers may not be aware of the company's ongoing production delays and customer service issues.The reasons provided by RealDollsuch as material shortages and staffing challengesdo not justify the lack of communication or transparency. Other customers have reported similar experiences of long delays, lack of updates, and unmet refund promises, suggesting this may be a systemic issue.Resolution Requested:I am requesting an immediate full refund of $619.00. After nearly six months of delays, two broken refund promises, and countless hours spent seeking updates, I believe this situation is unacceptable. I ask for this matter to be resolved promptly to avoid further escalation to other consumer protection agencies.

• Initial Complaint

  Date:08/26/2024

  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.

  NEVER received the item that I paid for fully in Jan of 2024. Made few inquiries and every time was told, we are running behind on production...gave them 6 months to fulfill but they have failed and refuse to refund my money. I paid money for an item that I do NOT have, therefore, they need to refund my money fully.

  Business Response

  Date: 05/06/2025

  Hi and good day ****

  We wanted to reach out and answer this complaint that you submitted.

  We are officially under new management and apologize for the delayed response, lack of communication via email support, and the long lead out times for delivery.

  Our records show that we shipped out your product on October 1, 2024 to the location you provided.

  We want to truly apologize for not getting back to you sooner and hope that your product was delivered.

  Thank you 

  Abyss Creations

  Customer Answer

  Date: 05/06/2025

   
  Better Business Bureau:
  The item was eventually delivered almost a year later! 
  
  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:07/31/2024

  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.

  On April 23 2023 I placed an order for a custom doll. I made this order with the understanding that it would take up to 6-8 months for my order to be completed. I was okay with this as it's a custom made product.What I wasn't okay with the lack of updates via email, my account on the webpage, and unanswered phone calls. After an entire year of calls for an update I got nothing but an answering machine. Then, by some miracle somebody finally answered the phone on April 30 2024.Through this call I was finally able to cancel my order and request a refund. The man I spoke to was not happy at all and very rude but granted my request for a refund. He explained to me that it would take ***** days for the refund to be sent, which was fine. On June 20 2024 I emailed them back again asking about the status of my refund and never heard back. I have the email I received from them confirming my refund request was accepted and the expected ***** day *********, here we are on July 30 2024 and I still have not recieved my refund. I emailed them yet again on July 25 2024 and have not recieved any communication back at all. I have also called them at least 8-9 times and left messeges with no callbacks either.This company is garbage, pure and simple.

  Business Response

  Date: 05/06/2025

  Hi and good day ***

  We wanted to answer this complaint that you submitted.

  We are officially under new management and apologize for the delayed response, and lack of communication via email support

  Our records show that we Zelle'd you back on January 16, 2025 in the amount of $8,323.99.

  We truly apologize for not getting back to you sooner.

  Thank you

  Abyss Creations

  Customer Answer

  Date: 05/06/2025

   
  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. They are correct in that they did refund me the full amount I was owed on the date that they stated. However, having very little communication and waiting for 9 months to receive my refund is unacceptable.
  
  But, in the end I did receive my refund so I am happy with that and have moved on.
  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:07/24/2024

  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.

  On August 11th, 2023 I ordered a product totalling $7,323.99 from Abyss Creations.The website gives a time of delivery at 6-8 months, which turned into now estimated without any promises into a total of 16 months.There is a lack of communication with Abyss Creations, and with some customers reporting waiting as of now up to two years without delivery I wish to receive a refund as to this issue. With little to no contact, others waiting years, the amount paid and many also filing with the BBB over similar issues, I wish to request a full refund of the price paid over a product that has not yet begun production.

• Initial Complaint

  Date:07/19/2024

  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.

  Transaction July 15, 202 Paid in full Understood the 3 month waiting period they stated Started calling in January and February and ramped up calls and emails in April. ***, their only *** said I would get a ****** refund. My account shows cancelled and I have no refund. See multiple email threads. I have looked them up on ****** reviews and TrustPilot and now see within the last 10 months it is terrible how many consumers were defrauded of money. I did business with this company in 2021 so I had an OK track record. I kept hearing very early on from their ***-*******************, they are short staffed and are under funded because of all the refund requests? It appears *** has quit or is gone along with everybody. They appear as Abyss Creations in billing.

  Business Response

  Date: 05/06/2025

  Hi and good day *******

  We wanted to reach out and address this complaint that you submitted.

  We are officially under new management and apologize for the delayed response, lack of communication via email support, and the long lead times on returns.

  We show that we mailed check #**** in the amount of $1,945.00 on July 23, 2024 to the location on file.

  We truly apologize for not getting back to you sooner.

  Thank you

  Abyss Creations

  Customer Answer

  Date: 05/06/2025

   
  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,
  
  ******* *****

• Initial Complaint

  Date:07/11/2024

  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.

  Date of the transaction: March 1, 2024 Amount of money paid: $619 The business was supposed to provide a product in a time frame of 4 to 6 weeks. The product has not been received. When I reached out to them they said it would be another 6 months on top of the 3 months I've already waited, which is unacceptable. When I mentioned that I wanted a refund I never received a response back from them concerning the matter. Their website also still advertised that the product would be issued in 4 to 6 weeks, which is false and misleading. According to them, they state they are backed up with orders and for them not to change their shipping time on the website leads me to believe they are being dishonest and are trying to ******* me out of my money, on the top of the fact that they didn't respond when I requested a refund.

  Customer Answer

  Date: 08/18/2024

  I finally received the product. So I would like to cancel my complaint. This issue was finally resolved after.5 months of trying to contact them. Thank you.

• Initial Complaint

  Date:06/28/2024

  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 March 9th, 2024 for an item that cost $590. Immediately after placing the order, I reached out to the company to cancelbecause I wanted to make a different selection. I received a quick reply, confirming that the order was successfully cancelled and I would receive a refund within 45 days. After 45 days, I reached back out to the company to inform them that I still hadnt been refunded. I received another reply explaining that there was restructuring going on at the company, and there was no one currently there to process refunds The representative apologized and told me to reach back out at the end of May if I still hadnt been refunded. Ive now reached out multiple times throughout June (3 months after the order was cancelled) and its clear that my messages are being ignored. The company is still accepting orders on their site, with the same misleading shipping timeframe, yet they seeimingly arent available to process any refunds or respond to emails.

  Customer Answer

  Date: 06/28/2024

  *********************** Last Name provided

  Business Response

  Date: 05/05/2025

  Hi and good day ******

  We wanted to reach out and address this complaint that you submitted.

  We are officially under new management and apologize for the delayed response, lack of communication via email support, and long lead times in delivery of product.

  We show that we shipped your product on July 11, 2024 to the location that you provided.

  We truly apologize for not getting back to you sooner and hope that the product was delivered to its location.

  Thank you

  Abyss Creations.

  Customer Answer

  Date: 05/05/2025

   
  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,
  
  ****** *****