ComplaintsforDoll Connection Store

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I put a deposit of $1000.00 on a silicone doll on 12/28/2020. I received a receipt, which is attached. I also received an email confirming and thanking me for my order. I replied to the email with selections, related to the doll, as per their request. On February 1, 2021, I sent an email requesting information, as to when my doll would be made and sent. I do not seem to have a copy of that email, but I did get a response from them, telling me about the timeline (email attached). On May 1, 2022, I sent an email, as I had not received the doll, nor had I heard from them. I then asked for a refund, due to this and the fact that my daughter is no longer interested in the doll after all this time. I received an email back, talking about how they found my order in the "on hold" orders. I did not put my order on hold, despite what the email says. They did not address my request for a refund, but stated that they can now make the doll (emails attached). I then responded stating that I lost my job and that my daughter is no longer interested in the doll. I again asked for my money back (email attached), but did not hear back from them. I sent another email on May 19, 2021 (attached), stating that I did not hear back and asked again for a refund. I still have not heard anything. I have also attached the receipt of my down payment. The receipt states that I cannot request a refund, but I believe this is a circumstance in which I deserve a refund.

  Business response

  07/20/2022

  Response mailed 7/18/22 to BBB.Randy*********

  Business response

  07/20/2022

  see attached

  We are in receipt of your letter concerning the above complaint. We think this is the first BBB complaint we have had in 21 years of business.

  The Doll Connection Store sells custom full body silicone babies made by artists in United States, the UK, and Europe. These 3d art pieces are totally a discretionary purchase by our customers and as such it is   to our business model that cancelations are not allowed. This policy is presented on our "About Us" page and on our "Order Form" page, both of which we enclose in hard copy printed from our website. In addition, our "Payment Receipt' mailed to each customer after each payment restates this policy, it is attached also. We do everything we can to present our policy initially and throughout the layaway term so the customer understands  the terms of their purchase.

  Customer response

  07/20/2022

  
  Complaint: ********
  
  I am rejecting this response because: I understand the policy. However, the Doll Connection Store did not hold up their end in making and sending the doll. I did not ask for my order to be put into the on hold orders, even though they did this. After all this time, my daughter is no longer interested and they have a handout from me of $1000. If I dont get resolution, I can consult with an attorney. 
  
  Sincerely,
  
  Kristie*************

  Business response

  07/25/2022

  We continue to stand behind every aspect of our response and stand behind the notes we kept on her order. We will still have her doll made and delivered by September of this year if she request so in writing. If she decides to sell it after receipt, it is up to her. If you buy a non-refundable airplane ticket, can you get a refund if you decide not to fly? If you buy a non-refundable cruise ticket, can you get a refund if you decide not to cruise? She bought a non-refundable doll and we have given her the future doll credit for 1 1/2 years and to this day will still make the doll for her. 

  This will be our last response to BBB on this issue. The customer can contact us direct if she decides to have her doll finished.
  

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