To whom it may
concern: March
5,
In the case of *** ***, Ms*** had sent a doll into
our doll hospital for services and when the doll was completed it was shipped
back to the address she had on file which was the address in KentuckyThe doll
was eventually returned to us and we were able to ship it to the customer’s
correct address in North CarolinaUpon receiving the doll back the customer
was not happy with the new body color that had been placed on the doll and
wanted to send it back into our Doll HospitalThe doll Ms*** has is an
older doll with a reddish coloring to the head of the dollAt the time the
body was changed out the body coloring had been adjusted to not have the
reddish tint to itMs*** was made aware of this change and was told we
could send the doll back to her as it was without changing the body againThe
doll was shipped to the default shipping address in our system, which
unfortunately was the Kentucky addressMs*** contacted us inquiring about
her doll via chat and was told the doll was showing deliveredIt was during
this chat that it was discovered it had been sent to the incorrect address
We mailed a letter to the address the doll was delivered
to in Kentucky to tell them we believed that a doll had been inadvertently delivered
to them and asked that they contact us and we would be happy to send a pre-paid
UPS label to bring the doll back so that it could be sent to the correct
customer
As of today, 3/5/2014, we have had no contact from this
addressIn the chat yesterday Ms*** had with ***, we offered to send
another letter to the address requesting that they contact us regarding the
doll. The chat was disconnected by Ms
*** before *** could offer for her to pick a new doll from our existing
Adopt a Friend or our Vintage Friends available on our website
We would love to be able to send Ms*** her original
doll, however unless we are contacted by person(s) at the address the doll was
sent to and are able to get the doll back we are not able to send her that doll
backI understand that she would like and exact replica of the doll she had,
unfortunately that may not be possibleThe doll Ms*** had is believed to
now be considered a vintage doll, which means it was created with components
that are no longer in active inventory, and we do not have the components to create
a replicaMs*** is more than welcome to select any doll from either the
Adopt A Friend or the Vintage Friend area of our site to replace this doll
Along with the doll we are more than happy to send Ms*** a $gift
certificateMs*** can contact our customer service department at
1-800-469-when she has made a selection of a new doll and they will be
happy to assist her in getting the order placed to have that sent out to her
Thank you,
*** ***
My Twinn Customer Service Supervisor
The Customer purchased their doll in November of 2013. They first wrote to My Twinn on 08/11/14 to describe that the dolls hair had become very frizzy and no amount of brushing or washing could help it. They also stated that the dolls legs had turned blue. The customer sent the doll into the doll...
hospital and requested a full replacement of the doll. We were very apologetic and were happy to help the customer. Our warranty period is 45 days from the date that the customer receives the order and does not include normal wear and tear of the doll, however, we were happy to assist the customer with their request. We received the doll into the Doll Hospital on 10/23/14 and created a whole new doll for the customer as she requested for no additional charge. The Customer received the doll and stated that the eye color was incorrect. They stated that they received light blue eyes and were supposed to receive the blue green as the original doll had. We apologized for the incorrect eye color and we offered to correct this mistake for the customer at no charge.On 11/13/14, we created another new doll for the customer before the return of the incorrect doll was received. The outfit that she originally wanted had recently ran out of stock. The Customer contacted us on 11/18/14, to purchase the outfit that they wanted and stated that she was very upset that we did not have it any longer. We explained that when the returned doll was received we would be happy to send the outfit back out to her at no charge. Her husband contacted us back on 11/19/14 as he was told that she was getting no help from us. We assured him that the outfit would be sent out as soon as the return had been received. We have had no further contact from the customer. We have tried to contact the customer to check in and make sure everything is okay to no avail.
Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The company insists that they made every effort to "check in" with no avail. No check
in communication was made until 12/23/14, the date upon which this
response was made to you. And in the effort, the representative [redacted]
[redacted] called my cell phone and left a message stating that she was just
now (some 5 -6 weeks later) checking in with my satisfaction. In an
attempt, by both myself and my husband to return the call, we reached a
recorded message advising that My Twin was closed for the holiday.
Approximately 45 minutes to an hour after the initial attempt to contact
me, Ms. [redacted] called my work phone number and I did speak to her. I relayed
that - No, we never received the promised replacement outfit and I never
received an e-mail from her with the promised gift card. She
apologized did reference this complaint and said it would be taken care
of right away. I noted for her that I could not browse her website for
any additional outfits as I was at work and I work for a bank and the
security on our network prevents me from certain tasks. She said it
would all be taken care of right away. My husband received a UPS
overnight package on 12/24/24 containing the promised outfit again some 5-6 weeks after they received the returned doll (I have postal proof of mailing with tracking and delivery confirmation). I
confirm that I have an e-mail with the promised gift certificate. I
will say that my step-daughter is pleased with her doll and the hair is of superior quality to the hair on the initial doll. I continue to be disgusted by their customer service and of the inability to reach a person by phone when they leave a message and by the inability to speak to a manager or anyone in a supervisory capacity. And I fulyl reject that their efforts to contact me were made to no avail as I am fully accessible on my work phone unless I am assisting a bank customer and return calls to messages left on my cell phone on my breaks or lunches. It is my Twinn not this customer that is lacking in accessibility. It is my desire at this point to simply be done with them - to have no more communication from them and to never have to discuss them again. If they had put the level of care and quality into our initial purchase doll and provided the customer care they maintain that they did this complaint never would have been made in the first place.
Regards,
[redacted]
Hi, this is [redacted] and I am responding to My Twinn's offer. They are offering to give me a gift certificate in the amount of $55.00 when I was asking for a partial refund in the amount of $78.00. A gift certificate will not do. I have no plans to purchase anything else from their company after this is settled. I will accept their offer of $55.00 but it needs to be in a check or direct refund to my debit card. Something traceable so it cant just "get lost in the mail."
Thank you for your time. Please let me know what else I need to do to follow through with this matter.
Sincerely,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Like all original works of art, My
Twinn advertises an artistic likeness rather than an exact replica. To get a
more custom look, We require the customer to make color selections as well has
selections for the hair. My Twinn requires one to three photos to be submitted
for the Custom doll...
orders. These photos are used by our Artisans to select a
face shape only, based on the overall appearance of the child. The photos are
never used for color selections because photos are taken under different
lighting and we can not always get a true color depiction.
My Twinn has quite a few face shapes
available for our Artisans to choose from. Unfortunately, customers are not
provided this option when placing their orders as this is done by the My Twinn
Artisans. If the customer receives the doll and is unhappy with the face shape
chosen by our Artisans, we do have options for the Customer. We provide the Doll
Gallery for customers to review. As they see their child everyday, they may feel
that a face shape from the gallery is a better match than the one selected by
our Artisans.
In the case of [redacted] two orders.
For order number [redacted], the Customer chose Golden Brown which was the color
that was used to create the doll. Upon receiving the doll, the customer felt
that the hair color was too dark. The customer stated that everything on the
doll was good except the hair color and requested that we change the hair color
to dark blonde. As the doll was created as ordered any changes, not a result of
My Twinn’s error, would incur a charge and would not receive the $15.00 shipping
reimbursement. However, as a courtesy to the customer, we did change the hair
color for the customer and returned the doll to the customer at no charge. This
would have been a cost of $51.95. The $15.00 return shipping reimbursement was
not awarded for this order as the doll was created as the customer ordered.
For order [redacted], the customer was
unhappy with the face shape for the doll and the eye color that they selected.
The customer reviewed the doll gallery and selected another face shape that they
felt looked more like their oldest daughter. As a courtesy, we created a new
doll with the face shape that the customer selected and changed the eye color as
requested and returned the doll, again, at no charge. This would have been a
cost of $81.95. A $15.00 electronic Gift Certificate will be issued for this
order for the return shipping cost to the Doll Hospital.
We often offer promotions and
discounts for our customers. As we are not always aware of when they will become
available, we honor any of our new promotions against previous qualifying orders
up to 7 calendars days prior to the beginning of the new promotion date unless
otherwise stated. The Customer placed her orders on 3/2/14 and 3/3/14, the sale
for the custom dolls started on 03/14/14 and ended on 03/24/14. The customer’s
dolls were received into the Doll Hospital on 03/26/14. Unfortunately, the
customer did not fall within the specified 7 calendar days to receive the
discount on the new dolls. However, as a courtesy to the customer we will honor
the sale price and will include this in the electronic gift certificate being
issued for the return shipping to the Doll hospital. The total gift certificate
amount that will be issued is $55.00 ($20 for order [redacted] and $20 for order
[redacted] and $15 return shipping reimbursement for order [redacted])
Thank you,
[redacted]
To whom it may
concern: March
5,
In the case of *** ***, Ms*** had sent a doll into
our doll hospital for services and when the doll was completed it was shipped
back to the address she had on file which was the address in KentuckyThe doll
was eventually returned to us and we were able to ship it to the customer’s
correct address in North CarolinaUpon receiving the doll back the customer
was not happy with the new body color that had been placed on the doll and
wanted to send it back into our Doll HospitalThe doll Ms*** has is an
older doll with a reddish coloring to the head of the dollAt the time the
body was changed out the body coloring had been adjusted to not have the
reddish tint to itMs*** was made aware of this change and was told we
could send the doll back to her as it was without changing the body againThe
doll was shipped to the default shipping address in our system, which
unfortunately was the Kentucky addressMs*** contacted us inquiring about
her doll via chat and was told the doll was showing deliveredIt was during
this chat that it was discovered it had been sent to the incorrect address
We mailed a letter to the address the doll was delivered
to in Kentucky to tell them we believed that a doll had been inadvertently delivered
to them and asked that they contact us and we would be happy to send a pre-paid
UPS label to bring the doll back so that it could be sent to the correct
customer
As of today, 3/5/2014, we have had no contact from this
addressIn the chat yesterday Ms*** had with ***, we offered to send
another letter to the address requesting that they contact us regarding the
doll. The chat was disconnected by Ms
*** before *** could offer for her to pick a new doll from our existing
Adopt a Friend or our Vintage Friends available on our website
We would love to be able to send Ms*** her original
doll, however unless we are contacted by person(s) at the address the doll was
sent to and are able to get the doll back we are not able to send her that doll
backI understand that she would like and exact replica of the doll she had,
unfortunately that may not be possibleThe doll Ms*** had is believed to
now be considered a vintage doll, which means it was created with components
that are no longer in active inventory, and we do not have the components to create
a replicaMs*** is more than welcome to select any doll from either the
Adopt A Friend or the Vintage Friend area of our site to replace this doll
Along with the doll we are more than happy to send Ms*** a $gift
certificateMs*** can contact our customer service department at
1-800-469-when she has made a selection of a new doll and they will be
happy to assist her in getting the order placed to have that sent out to her
Thank you,
*** ***
My Twinn Customer Service Supervisor
Love my twinn products company is doing a great job:)
The Customer purchased their doll in November of 2013. They first wrote to My Twinn on 08/11/14 to describe that the dolls hair had become very frizzy and no amount of brushing or washing could help it. They also stated that the dolls legs had turned blue. The customer sent the doll into the doll...
hospital and requested a full replacement of the doll. We were very apologetic and were happy to help the customer. Our warranty period is 45 days from the date that the customer receives the order and does not include normal wear and tear of the doll, however, we were happy to assist the customer with their request. We received the doll into the Doll Hospital on 10/23/14 and created a whole new doll for the customer as she requested for no additional charge. The Customer received the doll and stated that the eye color was incorrect. They stated that they received light blue eyes and were supposed to receive the blue green as the original doll had. We apologized for the incorrect eye color and we offered to correct this mistake for the customer at no charge.On 11/13/14, we created another new doll for the customer before the return of the incorrect doll was received. The outfit that she originally wanted had recently ran out of stock. The Customer contacted us on 11/18/14, to purchase the outfit that they wanted and stated that she was very upset that we did not have it any longer. We explained that when the returned doll was received we would be happy to send the outfit back out to her at no charge. Her husband contacted us back on 11/19/14 as he was told that she was getting no help from us. We assured him that the outfit would be sent out as soon as the return had been received. We have had no further contact from the customer. We have tried to contact the customer to check in and make sure everything is okay to no avail.
Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The company insists that they made every effort to "check in" with no avail. No check
in communication was made until 12/23/14, the date upon which this
response was made to you. And in the effort, the representative [redacted]
[redacted] called my cell phone and left a message stating that she was just
now (some 5 -6 weeks later) checking in with my satisfaction. In an
attempt, by both myself and my husband to return the call, we reached a
recorded message advising that My Twin was closed for the holiday.
Approximately 45 minutes to an hour after the initial attempt to contact
me, Ms. [redacted] called my work phone number and I did speak to her. I relayed
that - No, we never received the promised replacement outfit and I never
received an e-mail from her with the promised gift card. She
apologized did reference this complaint and said it would be taken care
of right away. I noted for her that I could not browse her website for
any additional outfits as I was at work and I work for a bank and the
security on our network prevents me from certain tasks. She said it
would all be taken care of right away. My husband received a UPS
overnight package on 12/24/24 containing the promised outfit again some 5-6 weeks after they received the returned doll (I have postal proof of mailing with tracking and delivery confirmation). I
confirm that I have an e-mail with the promised gift certificate. I
will say that my step-daughter is pleased with her doll and the hair is of superior quality to the hair on the initial doll. I continue to be disgusted by their customer service and of the inability to reach a person by phone when they leave a message and by the inability to speak to a manager or anyone in a supervisory capacity. And I fulyl reject that their efforts to contact me were made to no avail as I am fully accessible on my work phone unless I am assisting a bank customer and return calls to messages left on my cell phone on my breaks or lunches. It is my Twinn not this customer that is lacking in accessibility. It is my desire at this point to simply be done with them - to have no more communication from them and to never have to discuss them again. If they had put the level of care and quality into our initial purchase doll and provided the customer care they maintain that they did this complaint never would have been made in the first place.
Regards,
[redacted]
Hi, this is [redacted] and I am responding to My Twinn's offer. They are offering to give me a gift certificate in the amount of $55.00 when I was asking for a partial refund in the amount of $78.00. A gift certificate will not do. I have no plans to purchase anything else from their company after this is settled. I will accept their offer of $55.00 but it needs to be in a check or direct refund to my debit card. Something traceable so it cant just "get lost in the mail."
Thank you for your time. Please let me know what else I need to do to follow through with this matter.
Sincerely,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Like all original works of art, My
Twinn advertises an artistic likeness rather than an exact replica. To get a
more custom look, We require the customer to make color selections as well has
selections for the hair. My Twinn requires one to three photos to be submitted
for the Custom doll...
orders. These photos are used by our Artisans to select a
face shape only, based on the overall appearance of the child. The photos are
never used for color selections because photos are taken under different
lighting and we can not always get a true color depiction.
My Twinn has quite a few face shapes
available for our Artisans to choose from. Unfortunately, customers are not
provided this option when placing their orders as this is done by the My Twinn
Artisans. If the customer receives the doll and is unhappy with the face shape
chosen by our Artisans, we do have options for the Customer. We provide the Doll
Gallery for customers to review. As they see their child everyday, they may feel
that a face shape from the gallery is a better match than the one selected by
our Artisans.
In the case of [redacted] two orders.
For order number [redacted], the Customer chose Golden Brown which was the color
that was used to create the doll. Upon receiving the doll, the customer felt
that the hair color was too dark. The customer stated that everything on the
doll was good except the hair color and requested that we change the hair color
to dark blonde. As the doll was created as ordered any changes, not a result of
My Twinn’s error, would incur a charge and would not receive the $15.00 shipping
reimbursement. However, as a courtesy to the customer, we did change the hair
color for the customer and returned the doll to the customer at no charge. This
would have been a cost of $51.95. The $15.00 return shipping reimbursement was
not awarded for this order as the doll was created as the customer ordered.
For order [redacted], the customer was
unhappy with the face shape for the doll and the eye color that they selected.
The customer reviewed the doll gallery and selected another face shape that they
felt looked more like their oldest daughter. As a courtesy, we created a new
doll with the face shape that the customer selected and changed the eye color as
requested and returned the doll, again, at no charge. This would have been a
cost of $81.95. A $15.00 electronic Gift Certificate will be issued for this
order for the return shipping cost to the Doll Hospital.
We often offer promotions and
discounts for our customers. As we are not always aware of when they will become
available, we honor any of our new promotions against previous qualifying orders
up to 7 calendars days prior to the beginning of the new promotion date unless
otherwise stated. The Customer placed her orders on 3/2/14 and 3/3/14, the sale
for the custom dolls started on 03/14/14 and ended on 03/24/14. The customer’s
dolls were received into the Doll Hospital on 03/26/14. Unfortunately, the
customer did not fall within the specified 7 calendar days to receive the
discount on the new dolls. However, as a courtesy to the customer we will honor
the sale price and will include this in the electronic gift certificate being
issued for the return shipping to the Doll hospital. The total gift certificate
amount that will be issued is $55.00 ($20 for order [redacted] and $20 for order
[redacted] and $15 return shipping reimbursement for order [redacted])
Thank you,
[redacted]