Dolls Kill, Inc.

Final Consumer Response /* (2000, 8, 2016/01/13) */
I received my refund todayPlease close the case

Initial Business Response /* (1000, 7, 2015/08/27) */
This customer placed an order with us for a pair of shoesThe shoes were CONFIRMED delivered by USPSThe customer called us, told us not only that she did not receive her package, but verbally assaulted various members of the customer service
department
We contacted USPS by phone and the business service representative told us that she could provide photographic proof that the item had in fact been delivered
The customer contacted us again and changed her storyShe said that she did in fact get her shoes- but inside the shoe box there was a dead rat and rat feces, and demanded that we refund her
Because the story was HIGHLY skeptical, and at this point we had come to the conclusion that this customer was trying to swindle us for a dollar pair of shoes, we asked for photographic evidenceShe would not provide any evidence, and then repeatedly called us every single day for a week continuing to threaten and verbally assault the department
This customer was FULLY REFUNDED for this orderWe may never know if she did just get a dead rat and poop- or if the shoes were in the boxEither way, her money is back in her accountWe no longer have these shoes or the money for them

Initial Business Response /* (1000, 5, 2015/09/22) */
We apologize for the issues this customer had with their orderWe fully agree to this customers demands and would be happy to refund this customer

Tell us why here...We sincerely apologize for the quality of the Y.R.UDimension Platform WedgesOur customer service department did review the photos you sent, and we agree the quality is subparWe understand that you had to take the shoes to a tailor to fix the damageWe are very sorry for the
inconvenienceWe have issued a partial refund back onto your *** *** ** *** to cover the repair costs in the amount of* ***Transaction ID: ***We appreciate your feedback and hope this resolution will make up for the inconvenience

Here is our company response to Case #: ***
We are beyond disappointed to hear about your negative experienceIt is impossible to determine at what point the damage occurred with your *** *** *** *** ***, and to whom is responsibleIf the bag was damaged upon arrival,
we would have been much more accommodatingIt is also relevant to note, our return policy clearly states: “Items must be in the condition you received them in; unworn, unwashed, and with all original tags attached”I see that you reached out to our customer service team on January 3rd, regarding this issueWe truly appreciate all of the photos you sent of the damaged itemThank you for being so helpfulThe representative sympathized with your case and made an exception to our policy and provided 30% of the value of the item in store credit to your account in the amount of $The credit was never redeemed, and is still available in your account. It was never our intention to sell you a defective productWe have exchanged your $store credit for a full refund to your credit card ending in ***
** *** ***

I put in a complaint earlier today that is now resolvedThe company was Dolls Kill, IncI've revived a full refund.--
Happy thoughts,
*** ***

Initial Business Response /* (1000, 5, 2015/11/11) */
This customer ordered a package from us on SUNDAY OCTOBER 25THOn our website in our shipping information it clearly states that we do NOT ship on weekends or holidays and that we have a hour processing periodTherefore; the order began
processing on Monday, was shipped WITHIN hours on Tuesday and arrived to the customer in 2-business days of transit timeOrder arrived on ThursdayDuring the transit time the customer began emailing with the customer service department and there WAS an error made on the customer service dept's endA representative from the department was emailing back to a different *** and the department apologized PROFUSELY once we found outWe typically do not offer refunds for returns but seeing as this customer was so upset we decided it would be best to fully refund them and make sure their issue was resolved.However, at this point the customer began erratically posting on our face book and harassing members of the customer service department and making irrational demands after we had already offered to resolve this situationWe had to ban this person from our social media pagesWe have now offered her a refund to return her order and a refund of up to dollars for her postage
Initial Consumer Rebuttal /* (3000, 7, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The dollskill website says very clearly on the delivery page, that all orders placed before 2pm will be shipped the same working dayI appreciate I ordered on a Sunday, and I never expected my order to be shipped on the weekend, it should, however have been shipped on Monday before 2pm, as this is what the website promises, so if this isn't the case and orders take hours to process, it should be made clearer for future customersHowever, I have now received the refund for my order, which I am extremely grateful for, but I am still waiting for the refund for the return postageI have been in contact with dollskill and have been told I will receive a response from *** regarding this, so I am currently just waiting to hear from her to see if it gets resolved

Initial Business Response /* (1000, 5, 2015/06/25) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@dollskill.com
We have looked up this customers orders and would be happy to resend her the original items ordered. [redacted] please email [redacted]@dollskill.com...

thanks!
Initial Consumer Rebuttal /* (2000, 7, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept a replacement of the order, sent to the proper address. Thank you.

We apologize your package (Order [redacted]) was undeliverable. I double checked your shipping address in our system and it appears to be correct. Looks like a strange software glitch occurred while processing your order and some of your shipping details did not convert properly. We sincerely...

apologize for any inaccuracies on our end. This was an isolated issue that affected your experience, we are so sorry! This will not happen in the future if you chose to continue purchasing with us. We issued you a store credit to repurchase the items on October 25th, 2017. We will go ahead and close out your store credit and process a refund to your VISA ending in [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint ID #: [redacted]
Order Number: [redacted]
Tracking Number: [redacted] (no longer valid - old tracking number)
 
The customer paid for the order though Affirm, which is a loan company that allows customers to pay for an order in installments. The customer...

refused the shipment but did not contact us and explain why she did so. She reached out to us once the package was returned to our warehouse and a return to store credit was processed. Our website does state that we are only able to process returns to store credit. In the case of a refused package, Dolls Kill actually incurs additional shipping fees to get the package rerouted to sender. We processed a full return for the cost of the order to store credit. She contacted us and requested a refund, and we let her know we were not able to process a refund. She filed a dispute with [redacted] reached out to us on 11/17/16 about the dispute. We explained our side of the dispute with the customer and Affirm closed the dispute in our favor.
If you would like to reach out to [redacted] to verify, here is the [redacted] The customer spent the store credit we issued to her on a new purchase. There are no funds left to refund.

We apologize for any failed communication on our end. I looked into your order [redacted]) and we did receive your returned item and issued you store credit on Monday, October 23, 2017, 3:40 pm in the amount of $[redacted]. Our policy regarding returns is store credit as stated on our website...

“Dolls Kill accepts returns for store credit within 30 days of the shipment delivery date (the date you received them). Some exclusions and restrictions apply”. It appears you never received the notification from us that your account had been credited. Your store credit is still active in your account. If you need instructions on how to redeem the credit, please let me know.

Initial Business Response /* (1000, 7, 2016/01/21) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@dollskill.com
We have issued this customer a full refund back to her original form of payment and apologize for the delay of getting this matter sorted.
Initial...

Consumer Rebuttal /* (2000, 9, 2016/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/06/11) */
This customer returned their items to dolls kill and received store credit for it just as our policy states in two areas on our site. When her refund was not approved, she proceeded to send us a threatening email saying that she was going...

"report us with the department of consumer affairs" We do apologize that the case has escalated to this magnitude.

I will never shop with this company again. They made it impossible to get a refund. They forced store credit on me by giving me no options. I was not happy. To add insult to injury  it took them months to respond to this. Wow. Affirm wouldn't give me a refund if the company wouldn't allow it. I was stuck paying off the loan and taking the store credit that I didn't want. 
 Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/27) */
Although our policy is store credit only for all returns we will refund this customer to close the dispute.