I decided to pre-pay & pre-order a specific doll as a Christmas present from their company website in late July. Got an email from them on August 2 that said 'Congrats, your order is being processed...Item will ship October to November, 2016'. Got the exact same email in November and once again in early December, after November had already passed. The exact same email.
Well, now Christmas has come and gone and I am still waiting for my item. After several attempts to contact the company by email and then phone from their web page contact list, with no response from them at all, I finally got through to them by googling their Long Island address and phone number. I eventually spoke with a friendly operator who said she'd look into my order after I explained how I really needed the item by Christmas.
By then I had noticed several of the exact same items for sale on Ebay for the same price, which, had I known this would happen, I would not have ordered from the company itself but gone straight to their vendors on Ebay.
On 12/17 I got an email from Mezco stating 'ITEM HAS SHIPPED', along with a UPS tracking number and an expected delivery date of Dec. 20. That was great news, but when I clicked on the tracking details, it stated merely 'A shipping label was created' and even now, after Christmas has passed, it still says that. The item has still never shipped. I called UPS and they said for me to contact the company, as all they did was create the label. I understand that the holidays can be overwhelming to many companies which is why I ordered it four months in advance.
The quality of their products has always been outstanding (I've ordered several in the past, though never straight from the company) but their customer service needs to be improved. From now on I will be ordering from one of their vendors if I need an item by a certain time.
I decided to pre-pay & pre-order a specific doll as a Christmas present from their company website in late July. Got an email from them on August 2 that said 'Congrats, your order is being processed...Item will ship October to November, 2016'. Got the exact same email in November and once again in early December, after November had already passed. The exact same email.
Well, now Christmas has come and gone and I am still waiting for my item. After several attempts to contact the company by email and then phone from their web page contact list, with no response from them at all, I finally got through to them by googling their Long Island address and phone number. I eventually spoke with a friendly operator who said she'd look into my order after I explained how I really needed the item by Christmas.
By then I had noticed several of the exact same items for sale on Ebay for the same price, which, had I known this would happen, I would not have ordered from the company itself but gone straight to their vendors on Ebay.
On 12/17 I got an email from Mezco stating 'ITEM HAS SHIPPED', along with a UPS tracking number and an expected delivery date of Dec. 20. That was great news, but when I clicked on the tracking details, it stated merely 'A shipping label was created' and even now, after Christmas has passed, it still says that. The item has still never shipped. I called UPS and they said for me to contact the company, as all they did was create the label. I understand that the holidays can be overwhelming to many companies which is why I ordered it four months in advance.
The quality of their products has always been outstanding (I've ordered several in the past, though never straight from the company) but their customer service needs to be improved. From now on I will be ordering from one of their vendors if I need an item by a certain time.