ComplaintsforReborn Babies Art Dolls

• Initial Complaint

  09/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  September 05, 2021 $1154.51 12 to 16 weeks delivery Didn't comply with her own policies She offer to replace the dolls, but hasn't delivered them and now is 2years from purchase Order#********** and **********, USPS tracking # ********************** the itmes were purchase on her **** store. I waited patiently long enough this is not how you should treat someone. I wish to receive a full refund and not deal with this business ever again

  Business response

  10/06/2023

  ******** ordered a set of vinyl twin dolls custom made which were delivered to her.  She did not like the way they turned out so I offered to create a new set of twins for her WHICH I AM CURRENTLY WORKING ON.  However, the reason it has taken so long is a two part situation.  The first part being that SHE failed to choose the new kits for her replacement dolls for WEEKS after she was asked to do so.  How am I supposed to create them if she hasn't chosen the sculpt she wants?  Also, being a hand made item custom ordered - there are no refunds.  I offer remakes because I care about my customers.  But the customer has to meet me halfway!  The second part of the wait period is that some of the supplies needed for her dolls (and other orders also) are out of stock.  Once they are back in stock (I have NO control over this) then her dolls will be finished and shipped to her.  An alternative is to ship both babies as they are now and consider this order fulfilled, allowing her to return them to me for rooted hair when the out of stock issues are rectified.  I continually receive sporadic, hateful messages from her and always respond with kindness.  I do not think she can understand the situation or that I am doing my best to help her.  I do not offer refunds.  There is a 100% no refunds policy on custom ordered art dolls.  But, I am working hard to create her exchange babies and she will receive them as ordered as soon as possible.  I want them to be the best that they can be.  This work takes time.In January she asked to exchange them.  I gave her instructions to choose her new kits for her babies.  In MARCH she still had not chosen her kits.  I asked her AGAIN to choose them.  On April 13th, I walked her through the process of choosing her kits (because obviously she didn't understand how to do that using the form provided).  She confirmed that her two kits would be Kimberly Realborn Sleeping plus torsos.  The materials were ordered and work began.  However, a major vendor of premium mohair that I use exclusively has been struggling with their inventory as many of their stock comes from overseas suppliers.  So ALL of my orders are waiting on hair and are being finished as it is restocked unless they request lower quality hair which doesn't finish as nicely.  I don't want to finish ********** dolls with lesser quality hair - but if that is what she prefers then that is what will happen.  In July she was told about the out of stock (this was when they would originally been finishing up if not for the delay).  She agreed to wait for them to be finished.  My customers are ALL still waiting for the hair to restock.  It's not just her.  She is expressing that she is angry that I don't communicate but she doesn't use the website set up for direct communication.  I have given her my personal contact number and we text but I'm not going to text her when I have no new information.  Nobody has time for that and I update the status on the website regularly so she is able to go there and see what is going on anytime she likes.  I have over ten years of service in this art form with hundreds of happy customers.  This work is important to me and I do care about my customers.  But I am not willing to respond to abusive messages or entertain hostility.  My record for service speaks for itself.  I honor and respect every customer and work to the very best of my ability.  I will be waiting to hear from her as to whether she wants to wait for hair or have me assemble and ship her Kim's now and she can send them back for hair when the stock issues are resolved. 

  Customer response

  10/11/2023

  Better Business Bureau: I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Ms. *******I reject with the Reborn Babies Art Dolls I purchased and paid in a timely manner, communicated with you and returned the items back to you after 2 years. We need to resolve this with a refund and let things go. I do not have time to wait years until you get supplies to fulfill your orders, I do not want you to ship me dolls with no hair so that I could ship them back to you when I receive the hair. A zero return policy does not give the right to ship whatever lack of quality you choose and the customer must accept it. I ordered a style and paid good money for it and did not receive what you guarantee. I do not want to pick a different style to accommodate your lack of quality of work. If you cannot deliver what you guarantee then a refund should be issued.I would like for you to read other customers that have complained about this business owner. Thank you for your time. Regards, ******** ***** 

  Business response

  10/14/2023

  Since the customer has indicated that she would like the item as ordered and not rushed it will be finished in premium detailing and sent to her as soon as it's finished.  The quality of my work stands for itself.  Across the board I have high standards of quality and I do not appreciate slanderous representations of my character and work.  I take matters of libel very seriously and am not averse to  pursuing litigation against those who do so.  ********.  You will receive your dolls as requested.

  Customer response

  10/16/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I don't wish to receive the dolls now after waiting for two years for something that should have been done the right way the very first time and in a timely manner. As I stated before I want my full refund and that is all that I'm willing to accept. And as a business owner she should do the right thing as these dolls were to help me with my loss and she was aware of this. I'm in a better place with therapy to help grieve the loss of my boys.  Regards, ******** ***** 

• Initial Complaint

  01/24/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a custom silicone baby doll from Betty Coffman. She took 17 months to send her to me when it was supposed to be within a year. She had so many problems painting her and rooting her hair into her head and she let me know this. She did NOT show me pictures Of the doll without clothes before sending her out. The doll is not what I ordered. She looks like a clown, not a the super realistic baby. Her hair is falling out and she is missing paint in some areas and looks like she has a red rash all over her body. I received the doll 12/11/20 and was in such shock that I went to the post office and sent it right back to her the very same day and shipping cost me 72.90. She apologized and said she can give me 2 more free dolls. She said I have to wait for her to sell the doll for my money back because she doesn't do refunds. I told her she robbed and scammed me and she did not make me the custom doll I ordered so she needs to pay me back and she refused. It's been over a year since I sent it to her and she still has not sold the doll because no one wants it, it's horrible. I even tried to work with her and ask her to pay me back in monthly payments and she refuses. I am sick over this every day and need help because I am her victim. I never posted anything on social media about this and she said she would take action if I did but that is her way of trying to keep me quiet. My bank won't help because it's out of the time frame because she took so long to sent the doll to me, so I am stuck at her mercy and asking for your help please. I have pictures and video of the doll. I have all of our conversations as well. Her business email wouldn’t go in your system but it’s **************************** or ********************* ** ***************************. Thank you for any help you can give me. I have other pictures, messages from her and video if you need it as well. ***** ****** ###-###-####

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