AllBobbleheads.com

This customer purchased three promotional coupons from Groupon that were redeemable on our site [redacted] href="http://www.allbobbleheads.com"> The customer paid [redacted] $for each discount coupon that gave her a credit of $for each coupon that could be used on our site for anything, she choose the construction of bobbleheads, and also selected to week delivery for all orders All three orders she placed totaled $each; so for each order she paid us directly an additional $per order ($total)The customer’s order number has already been shipped and she acknowledges receipt of sameDue to numerous changes on orders [redacted] and ***, that she requested, we are now having a problem getting her to approve what she has already requested be done to make her custom bobblehead more to her liking and so we can’t move forward or shipBoth our factory in China and our own customer service department in New York have tried to contact her and give her assistance so we can get the other two orders completed and shipped but she refusesWhen we received the Revdex.com notification today CS immediately called her and once again tried to get her problems (whatever they could be) resolved and with a vengeance in her voice/tone they were told “you have no idea who you’re dealing with” and hung upWe made additional calls including one I made personally which she refused to pick up We have no idea what her problem is or why she won’t approve or deny the work that’s already been done so I think its best just to cancel the two remaining orders and give her back her money including the amount she paid to [redacted] Therefore, in addition to making the factory aware of these cancellations, our check number [redacted] in the amount of $dated February **, is being sent to herJust so there is no confusion this amount is broken down the following way: $X = $(which she paid to [redacted] ), $X = $(she paid to us for orders [redacted] and ***) when all totaled it comes to $Finally as a last ditch effort to keep a customer happy we have even offered to refund the money she paid for the bobblehead she has already received but only if she shows us photographic proof the doll has been destroyed beyond use

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
(NOTE: for all copies of email threads noted between the business and I, personal information is hidden in black.)
Highlighted below is what Kathy stated in her last email messages to me sent on 3/**/16:
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The problem with this is, again, the dolls I originally approved in December is not what I actually receivedKathy is stating I have the dolls I originally approved in hand, which I do not, which is the reason why she agreed to have them remade in the first placePlease see attached picturesThe dolls with the brown wall background are what I received on 1/**/16, not in December as Kathy is statingThe other pictures of the dolls with the white background are the proofs they sent me, which I approved for finalizing and shipmentWhen comparing the pictures of the dolls I received to the proofs they sent me, it is clear the female doll heads are not the sameThey were switched after I approved the proofs, thus sent to me in errorHighlighted below, is a copy of the email shipment notifications I received as to when these dolls were actually prepared for shipment, which are dated on 1/6/Again, the dolls were delivered on 1/**/This is for order #s ***, ***, and *** *** *** *** *** * *** *** *** *** *** ** *** ** *** ** *** *** *** ***
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Highlighted below, is a copy of the email thread I first sent to Kathy regarding the item error the day I received the dolls, on 1/**/16, not on 2/*/as Kathy is stating in her response *** *** ***
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Highlighted below, is a copy of the email thread showing my first suggestion regarding a refund because I was already disappointed with the processThis was on 2/19/Kathy never acknowledged this, but instead moved forward with having the dolls remade, which I allowed as I really wanted these dolls for a now late birthday gift** *** *** *** *** ** *** *** *** *** *** ***
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By 3/2/16, the dolls were still revised in error, and I finally told Kathy definitively I wanted a full refundBut again she disregarded my frustration and continued with the remake processHighlighted below, is a copy of the email thread between her and her artists in China where they suggested I should just get a refundKathy responds to them, "No, we are not refunding."
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After all the errors and discrepancies, I never received the correctly remade dolls that I am still requesting to be shipped out to me, in addition to the refund of at least half of what I spent out of pocket on their websiteThe dolls I do have are wrong and not what I approved
The discrepancies in Kathy's response include the following:
- Order placed and posted to my credit card statement on 11/**/15, not in December
- In her email, she stated I received the dolls in December when in fact they were not shipped out until 1/*/and delivered to me on 1/**/- I first contacted her regarding the error the day I received the dolls on 1/**/16, and not on 2/*/as she stated
- Also, stated in her email is that I received the dolls I originally approved, which I did notThe attachments clearly show this, which again was the reason for the remake as agreed by Kathy back on 1/**/In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
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This customer purchased three promotional coupons from
Groupon that were redeemable on our site [redacted]
href="http://www.allbobbleheads.com">.
The customer paid [redacted] $49.95 for each discount coupon that gave her a
credit of $105.00 for each coupon that could be used on our site for anything,
she choose the construction of bobbleheads, and also selected 9 to 12 week
delivery for all orders.  All three
orders she placed totaled $130.00 each; so for each order she paid us directly an
additional $25.00 per order ($75.00 total). The customer’s order number 56170
has already been shipped and she acknowledges receipt of same. Due to numerous
changes on orders [redacted] and [redacted], that she requested,  we are now having a problem getting her to
approve what she has already requested be done to make her custom bobblehead
more to her liking and so we can’t move forward or ship. Both our factory in
China and our own customer service department in New York have tried to contact
her and give her assistance so we can get the other two orders completed and
shipped but she refuses. When we received the Revdex.com notification today CS
immediately called her and once again tried to get her problems (whatever they
could be) resolved and with a vengeance in her voice/tone they were told  “you have no idea who you’re dealing with”
and hung up. We made 3 additional calls including one I made personally which
she refused to pick up.  We have no idea
what her problem is or why she won’t approve or deny the work that’s already
been done so I think its best just to cancel the two remaining orders and give
her back her money including the amount she paid to [redacted]. Therefore, in
addition to making the factory aware of these cancellations, our check number [redacted]
in the amount of $149.90 dated February **, 2014 is being sent to her. Just so
there is no confusion this amount is broken down the following way: $49.95 X 2
= $99.90 (which she paid to [redacted]), $25.00 X 2 = $50.00 (she paid to us for
orders [redacted] and [redacted]) when all totaled it comes to $149.90. Finally as a last
ditch effort to keep a customer happy we have even offered to refund the money
she paid for the bobblehead she has already received but only if she shows us
photographic proof the doll has been destroyed beyond use.

Date of order 11/**/15
Order [redacted]
– Double NBA doll – [redacted] coupon $65.00...

+ $109. Out of pocket – total $124.00
On 12/**/15 customer got $10.00 for hat – 
Total out of pocket $99.00.
Order [redacted]
Single female NBA doll – used Living
social coupon $69.99 and spent $15.00 total 84.99
Order [redacted] Single male NBA doll Was delivered without issue
(used [redacted] $69.99 + $15.00) total $84.99.
Order [redacted] Double doll approved 1/*/16 (female right sided part of hair)
Order [redacted] Single doll approved 12/**/15 – (female with left sided hair part)
On 2/*/16 customer sent me a photos showing me the dolls
that she received.  The heads were
different from what was approved on the panel.  
The key is the parts in the female hair as both Mother and daughter look
very much alike.
I never asked the customer to break the dolls that she received;
I told her I would have new ones made with the correct heads.
There was a delay in getting the remakes due to several
reasons – including Chinese New year, and then when the factory did return (obviously
our factories are located in China) they put the wrong heads on again. 
On 3/*/16 we got the revised color proofs that were
correct.  I sent photos of them, along
with the photos she sent me to show the difference.  No response so I called and left a message.
On 3/**/16 (a week later) customer replied and acknowledged
the heads were correct and stated that she was not sure about lighter brown
hair that she ordered?  Also told me she
was quite disappointed and said I was ignoring her request for a refund, as
this took so long.  She said she needed
some kind of compensation for the errors.
I responded to her that we made and remade these dolls are were willing
to ship the new ones out – with the lighter hair as requested – to please give
us the OK to ship.
3/**/16 she advised me she was out of town on vacation – she
said I can ship them but she still believed she was due some kind of
compensation for her inconvenience and frustration.  I advised the factory to ship the dolls and
advise a tracking number.  I thanked her
and told her she would get a tracking number and have new dolls soon.   Her response to me was:   [redacted] [redacted] [redacted] [redacted] [redacted] [redacted]
On 3/** factory said – if customer receive the doll and is
still wrong they will not remake.
On 3/** I spoke with our CFO and advise him of the
situation.  We still had no definite
approval of the dolls other than her saying ship them and with the factories
warning I felt this was going downhill fast.
On 3/** I advised customer that we were sorry she was not
happy with the process and have done our best to fix this for her, but that was
all we could do. I told her we would
cancel out the remakes and would refund her all the money she paid out of
pocket -  total $114.  As per [redacted], she would have to contact them
for the coupon money refund, and this was confirmed with [redacted].
3/** she told me we wasted 6 months of her time and had nothing
to show for it and now she had the added stress of having to get her money back
from [redacted] and [redacted], and threatened the Revdex.com if we didn’t accommodate
her.  See email below from her.
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted]
To which I responded: 
[redacted],
You ordered the dolls
in December and they were delivered in December.  
You advised that the
doll heads were not what you approved. I asked the factory to remake, but
now you insist that you want compensation and the new dolls to be sent as
well. 
I'm sorry, you have a
doll that was already approved by you, and I am refunding your money.  I
have contacted [redacted] and they advise that you contact them for the refund,
same with [redacted].
You have your doll in
hand - you are getting your money back.  
I will process your
refund checks an you will receive within 7 business days.  
[redacted]
Our CFO cut and mailed her a check today Wednesday March [redacted] In the amount of $114.00, check number [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I do not have the product I ordered back in November. Instead I am back to the same place I was before I ordered it, several months ago, which was now a waste of time. Consequently, I am entitled to getting what I ordered in addition to the compensation of again, at least half of what I paid for. I will accept nothing less. Your business has treated me unfairly and unprofessiinally.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I ordered bobblehead dolls from this company as a birthday gift to my husband. The process involves several proofs to be emailed to me and approved before moving on to the next steps, and finally to accepting the final product, so it can be shipped out to me. The original final proof of the bobblehead dolls I accepted was not what actually received. When brought to the attention of the business manager, Kathy, she agreed the dolls did not match as I provided photos of the proofs that were sent to me and photos I took at home of the bobblehead dolls I actually received. Because of the discrepancy, Kathy agreed to have these dolls remade. Throughout the remake process, her artists still could not understand the error they made and continuously made the same error. This lead to several months of time and frustration. Finally, after approving the final proof, I've requested for a partial refund, equal to half of what I've paid for the dolls, up to a full refund in addition to having the remade dolls shipped out to me. I felt this was fair as the error was their fault. When I had originally expressed my frustration of wanting to cancel and instead receive a full refund, they completely disregarded my concerns and continued with another few weeks of trying to have the remade dolls correctly. I have the email communication thread between Kathy and the artists, where in one email, the artists suggested to issue me a refund, and Kathy replied to them saying that she would not. This dragged the process further along. I purchased a [redacted] and [redacted] voucher to partially pay for the dolls. Once the dolls were finally remade correctly, they said they would ship it out once I approved the proofs, which I did, but in addition requested some monetary compensation as previously stated. They stated their compensation to me was they would ship the products free of charge, which was offensive, as again, this was their error and should be free anyway. They refused further compensation, cancelled the shipment of the remade dolls to me, and stated they would now instead only issue the funds I paid outside of the [redacted] and [redacted] vouchers. This left me without a product, which was again, a birthday present for my husband, several months of time and frustration spent in trying to have the dolls remade without error, a partial refund, and now the added stress of me having to recoup the rest of my money by contacting [redacted] and [redacted] for the money I spent on the vouchers. Kathy's last comments to me regarding the dolls stated the original dolls I received were the correct ones, which were not and was the whole issue in the first place. This is why she agreed to have them remade and now is taking her word back. This is unprofessional and unfair.Desired Settlement: I am requesting that the dolls that were finally remade correctly be shipped out as originally promised. I am also requesting at least half of what I spent outside of the [redacted] and [redacted] deals, up to the full amount paid.

Business

Response:

Date of order 11/**/15

Order [redacted]

– Double NBA doll – [redacted] coupon $65.00 + $109. Out of pocket – total $124.00

On 12/**/15 customer got $10.00 for hat –

Total out of pocket $99.00.

Order [redacted]

Single female NBA doll – used Living

social coupon $69.99 and spent $15.00 total 84.99

Order [redacted] Single male NBA doll Was delivered without issue

(used [redacted] $69.99 + $15.00) total $84.99.

Review: I have ordered a custom bubble head on 12/*/2013. I have approved the doll in the first couple of weeks but have not been able to get the company to send me the final proof and/or the doll. The answer their phone and keep telling me to wait. I have been given deadlines that have come and gone.Desired Settlement: I would like to see the color proof asap and get the complete product immediately after

Business

Response: