Dollsclub.com(dollsclub.de) experience, so far..
Posted: Sat Jan 26, 2019 7:18 am
This is for all of you who are considering buying from this vendor. You already might have a good experience with them, but I didn’t and in fact it continues.. Feel free to share your own experiences with them. Because there is clearly not enough information, although they claim to have 736 certified reviews (4,7 of 5 stars). Believes whoever wants to.
As I write this I´m still waiting my very first doll to arrive, so I probably add more text later on. Even though I have no experience in doll business, I know what is it like to run an online business. So everything I tell will be based on my own experience, how I tried to serve customers. English is not my native language, so sorry if there are grammar errors. But I hope you understood my point.
Why I did choose Dollsclub.com:
- Professional looking website, which also works really well.
- They use Paypal payment.
- Their warehouse is situated in Germany, (I live in Scandinavia).
- They handle all the custom duties.
- They use Fedex delivery from door to door, no shipping costs.
- They had to offer a lot of extra stuff to your order.
- And most important thing that I found a perfect doll and the price was ok.
After long concideration I decided to order an SM170cm doll. I´m not going to details because this is not a doll review, and yes I don´t even have it… I place my order on 19th December. Placing the order was easy and everything went normally, thanks to Paypal. Immediately after the order I received an order confirmation, as is usual. On their website you can follow the status of your order. According to their site it should have been delivered in 14-28 days.. Since the Christmas and New Year was coming I prepared for a longer time. On this forum I saw that some had waited 6-7 weeks, so I knew that a month is minimum. Three business days my order status was: not in processed yet. I assumed that they would have placed an order to SM before Christmas. Preparation of the doll and sending it to Europe takes the longest time. But luckily the status changed to in process before Christmas. I am quite sure that their company is not selling hundreds of dolls in a day. When a customer places an 1800€ order, your job is to give information that the order is being processed. The customer has no information what happens next and when! I think that the product price is not relevant when you serve customers but in this case we also talk about lot of money.
Christmas and New Year went, it was 3rd January and I still didn´t have any contact from the seller. I contacted their customer service and asked kindly if they could have given some information. ( For your information, their customer service should be active from Monday to Saturday 10:00-18:00) It took three days and no answer.. I started to fear all possible scenarios, I will never get this doll, the doll is fake etc… I also started to be pretty angry at this point. Then I realized, I can contact the manufacturer directly and ask what is going on. I sent a message to SM-dolls Jack and I explained my situation to him. Did not even go half an hour when he already replied: Dollsclub is a legal SM-doll vendor, but it seemed that my order had not been made.. (18 days since I place the order) Right after that (10min) things started to happen. My order status on Dollsclub website changed to not in process and their customer service contacted me by mail: they are very sorry that they have not contacted me yet cause they forgot my order.. but now the production will start soon and they will add some extra stuff for my order for the longer waiting time. I do not believe that they forgot my order. Someone changed my order status, was it computer? I don´t think so. And they didn´t see this 1800€ Paypal payment..? The reason was something else. Maybe they had no one at work or they had no money to process my order. At this point I should have cancelled my order with the vendor but I didn´t. After money refund I could have continued the order directly with the manufacturer. But for some reason I continued to cooperate with this people.
From that moment all communication happened with manufacturer (Jack SM-doll). He kept me up to date. He sent me pictures and video about my doll when it was ready to be sent. I have to say big thanks to Jack, he is a person who knows how to serve the customer!
Finally She left towards Germany on 19th January ( 1month after the purchase). I don't even want to think about how fast this would have happened without Dollsclub screwing up things. Two days ago 24th January She arrived in Berlin(Germany). Last communication with the vendor was this announcement that they have forgotten my order. All this time they didn’t bother to send me a message that the doll is ready and soon in their warehouse. Maybe they trusted Jack to take care of everything, but as a vendor you have responsibility to take care of your own customer. So again, I had to contact them and ask when I will receive my doll? Surprisingly they replied that they will send out the doll immediately today (Thursday 24th) and it will be in my possession on Monday.
Well guess what..?
Did they send me confirmation that the doll is now shipped, NO!
Do I have a tracking number for this shipment to Scandinavia, NO!
Did I have to contact them and ask those things, YES, did they reply anything, NO! Almost three days have passed and no information where my doll is.
Now is Saturday and the doll “should be here the day after tomorrow”. Well of course is not! Probably it is still in their warehouse or god knows where, I have no tracking number so there is no shipment. If it´s coming or if there is a delay where is communication? Even they failed with my order at right from the start, they still have no interest to do the job correctly. I have no words to explain how disappointed I am with these people. I was stupid to pay them 1800€ for the service I got directly from SM-doll. I am quite sure that there are no “extra stuff” added to my order. But first I just have to get her home and after that start complaining about the rest. As you can see my confidence in them is zero.
I can't recommend Dollsclub to anyone. And after this episode I hopefully never need to deal with them again. The worst is not the time that I have been waiting for but the lack of communication. You are like air to them. Unfortunately, they seem to be just a company that takes the money and that’s it. After the payment they don't seem to be interested about customer anymore. At this point I really understand why this vendor is not on this list: viewforum.php?f=210
The only good thing about this is the service I got from Jack SM-doll. I can highly recommend doing business with him. Even I have not received the doll yet, I strongly believe that She will be perfect.
When (and if) I get my baby home, I can tell how the story finally went.
If there are others who have experience with Dollsclub, share your comments. It´s hard to believe that I'm the only one. So that some future buyer would be wiser. Thank you!
As I write this I´m still waiting my very first doll to arrive, so I probably add more text later on. Even though I have no experience in doll business, I know what is it like to run an online business. So everything I tell will be based on my own experience, how I tried to serve customers. English is not my native language, so sorry if there are grammar errors. But I hope you understood my point.
Why I did choose Dollsclub.com:
- Professional looking website, which also works really well.
- They use Paypal payment.
- Their warehouse is situated in Germany, (I live in Scandinavia).
- They handle all the custom duties.
- They use Fedex delivery from door to door, no shipping costs.
- They had to offer a lot of extra stuff to your order.
- And most important thing that I found a perfect doll and the price was ok.
After long concideration I decided to order an SM170cm doll. I´m not going to details because this is not a doll review, and yes I don´t even have it… I place my order on 19th December. Placing the order was easy and everything went normally, thanks to Paypal. Immediately after the order I received an order confirmation, as is usual. On their website you can follow the status of your order. According to their site it should have been delivered in 14-28 days.. Since the Christmas and New Year was coming I prepared for a longer time. On this forum I saw that some had waited 6-7 weeks, so I knew that a month is minimum. Three business days my order status was: not in processed yet. I assumed that they would have placed an order to SM before Christmas. Preparation of the doll and sending it to Europe takes the longest time. But luckily the status changed to in process before Christmas. I am quite sure that their company is not selling hundreds of dolls in a day. When a customer places an 1800€ order, your job is to give information that the order is being processed. The customer has no information what happens next and when! I think that the product price is not relevant when you serve customers but in this case we also talk about lot of money.
Christmas and New Year went, it was 3rd January and I still didn´t have any contact from the seller. I contacted their customer service and asked kindly if they could have given some information. ( For your information, their customer service should be active from Monday to Saturday 10:00-18:00) It took three days and no answer.. I started to fear all possible scenarios, I will never get this doll, the doll is fake etc… I also started to be pretty angry at this point. Then I realized, I can contact the manufacturer directly and ask what is going on. I sent a message to SM-dolls Jack and I explained my situation to him. Did not even go half an hour when he already replied: Dollsclub is a legal SM-doll vendor, but it seemed that my order had not been made.. (18 days since I place the order) Right after that (10min) things started to happen. My order status on Dollsclub website changed to not in process and their customer service contacted me by mail: they are very sorry that they have not contacted me yet cause they forgot my order.. but now the production will start soon and they will add some extra stuff for my order for the longer waiting time. I do not believe that they forgot my order. Someone changed my order status, was it computer? I don´t think so. And they didn´t see this 1800€ Paypal payment..? The reason was something else. Maybe they had no one at work or they had no money to process my order. At this point I should have cancelled my order with the vendor but I didn´t. After money refund I could have continued the order directly with the manufacturer. But for some reason I continued to cooperate with this people.
From that moment all communication happened with manufacturer (Jack SM-doll). He kept me up to date. He sent me pictures and video about my doll when it was ready to be sent. I have to say big thanks to Jack, he is a person who knows how to serve the customer!
Finally She left towards Germany on 19th January ( 1month after the purchase). I don't even want to think about how fast this would have happened without Dollsclub screwing up things. Two days ago 24th January She arrived in Berlin(Germany). Last communication with the vendor was this announcement that they have forgotten my order. All this time they didn’t bother to send me a message that the doll is ready and soon in their warehouse. Maybe they trusted Jack to take care of everything, but as a vendor you have responsibility to take care of your own customer. So again, I had to contact them and ask when I will receive my doll? Surprisingly they replied that they will send out the doll immediately today (Thursday 24th) and it will be in my possession on Monday.
Well guess what..?
Did they send me confirmation that the doll is now shipped, NO!
Do I have a tracking number for this shipment to Scandinavia, NO!
Did I have to contact them and ask those things, YES, did they reply anything, NO! Almost three days have passed and no information where my doll is.
Now is Saturday and the doll “should be here the day after tomorrow”. Well of course is not! Probably it is still in their warehouse or god knows where, I have no tracking number so there is no shipment. If it´s coming or if there is a delay where is communication? Even they failed with my order at right from the start, they still have no interest to do the job correctly. I have no words to explain how disappointed I am with these people. I was stupid to pay them 1800€ for the service I got directly from SM-doll. I am quite sure that there are no “extra stuff” added to my order. But first I just have to get her home and after that start complaining about the rest. As you can see my confidence in them is zero.
I can't recommend Dollsclub to anyone. And after this episode I hopefully never need to deal with them again. The worst is not the time that I have been waiting for but the lack of communication. You are like air to them. Unfortunately, they seem to be just a company that takes the money and that’s it. After the payment they don't seem to be interested about customer anymore. At this point I really understand why this vendor is not on this list: viewforum.php?f=210
The only good thing about this is the service I got from Jack SM-doll. I can highly recommend doing business with him. Even I have not received the doll yet, I strongly believe that She will be perfect.
When (and if) I get my baby home, I can tell how the story finally went.
If there are others who have experience with Dollsclub, share your comments. It´s hard to believe that I'm the only one. So that some future buyer would be wiser. Thank you!