Arcadia Dolls - Wait Times?

Hi there! A friend told me about this thread, I'm Cassandra from Arcadia Dolls.

First of all I must apologize for the long waiting periods, I know how frustrating it is to wait too long for a single dress or a pair of eyes.

I always reply to all email messages I receive, but I'm not sure if my sister is doing the same, I must talk to her about this.

As you may know, we are two sisters. My sister Licanen is the only person sewing in Arcadia Dolls. I'm in charge of the photography and website. Mi sister has a poor English level so I also try to contact with customers and answer to their questions.

We have two email accounts:

[email protected] --> This one belongs to me
[email protected] --> This one belongs to Licanen

We also have a third email account: [email protected] but this one is used to send automatic emails, so if you reply to it maybe you won't get a reply.

You can contact me on [email protected] or even send me a PM through Den of Angels, I always leave a reply. I'll also talk to Licanen about people who didn't receive their reply.

About waiting periods: I've realized that we have many delayed orders. I know my sister is sewing full-time, 7 days a week, but it's not enough. Maybe we'll have to close the online store for some time in order to catch up with work, and maybe she'll have to quit sewing for custom sizes.

I also wanted to say that we've always delivered our orders. Maybe they'll take a bit more than expected, but you'll receive all your orders. Our first priority has always been to sell quality clothes for your dolls and keep our customers satisfied. We really appreciate the support we've received through the last years and I wanted to thank you all for your patience.

Please contact me if you have any question or concern, of course you can also leave your comment on this thread.

Thanks for reading! ♥

 

Hi again!

We wanted to let you know that the Arcadia Dolls online store will be closed from June 29th. We want to catch up on work before releasing new collections and taking new orders. You can still visit the store but you’ll find all items as "out of stock". We'll let you know as soon as we set the reopening date.

You can contact us at any time. Please feel free to send me your comments, questions or suggestions at: [email protected]

We are also concerned about non-replied emails. My sister believes she replied to all emails, but some people here stated that there was little communication with us. If you sent us an email in the past and didn't receive a reply, please let us know, maybe we didn't receive your message. An automatic email with the shipping information and tracking number should be generated each time an order is shipped out. We would like to know if people isn't receiving these automatic emails. We paid for a shopping cart software and want it to work properly.

We want to apologize again for the long waiting periods and thank you all for shopping with us.

 

Dissonant, you're most welcome! Of course you all have the right to start this thread, that's what forums are for

I'm really sorry that many people must wait for so long, I know waiting times can be frustrating. I'm not directly involved in the sewing process (that's my sister), but since she doesn't speak much English, I have to act as her spokesperson. I talk to her almost everyday so she keeps me informed about her progress.

What really worries me now is the non-replied emails problem. I've been testing the shopping cart software again and I feel some emails are not reaching their recipient. We've been very careful about communication with customers, so knowing that some people consider they're having bad communication with us is really bad.

As I said above please do not send emails to [email protected]
Send your questions or concerns to:
[email protected]
or
[email protected]

And thanks again for your huge patience! ♥

 

Hi! I just wanted to let you know that tomorrow I'll be going on vacation for one week and won't be able to reply emails. You can still send emails to my sister to: [email protected]

Thanks and sorry about the trouble!

 

Well, I've been waiting since 13 March for my order. It is a very large order - and have been promised 4 weeks, 4-6 weeks, 8-10 weeks and finally I stopped asking as the deadlines kept changing. My total order with them (over 5 orders) is well in excess €1,000,00. I haven't received any of my orders to date.. They say it is to get their work done which is understandable but the shop closed on 26 June and my order must have been one of the early ones they had not fufilled. Still nothing! And, the last time I went on their site to login and check the status of my orders, I was required to change my password. We're heading into the fifth month - and the clothing is for a Volks SD boy with normal legs, a Volks sd10 girl and a volks Yo-SD (all normal sizes for them.) My last communication with them - in late April - stated they had already cut out all of the girl's clothing. Almost 3 months later and still no completed items makes me very very nervous. Should I write again? I just worry!

 

I'm over my 8 weeks here too on what was a two item, standard sized order and have yet to have any sort of communication from them, be it a shipping notice or a "sorry we're delayed" note. Since Cassandra appears to be fairly active on DoA, I'll give it until she's back from her holiday before I ask. She's already said her sister's English isn't great, so there seems little point in attempting to contact her.

 

Alrighty, so NINE weeks into my "6-8 week", bog standard sizes, small order and I have no updates on the site, no reply to my mail and no clothes. I assume everyone else is STILL waiting too?

Kinda done with this now tbh and whilst I REALLY don't want to have to write off a European shop when customs and the economy are cutting down our ability to import, I doubt I'll be going back to Arcadia regardless of how good a quality the clothing is. I can cope with wait times, but I do insist on being TOLD when something's going to be late, not just left hanging and guessing.

 

lulu, I have been waiting just over 7 weeks (estimated delivery was 3-8 weeks) and I haven't received any emails about delays to shipping etc. - I only knew that Arcadia Dolls had shut shop to catch up from DOA. It's a bit surprising that they didn't send out an email to their customers with outstanding orders to let them know.

My order was only a small one too, but I presume that Cassandra's sister is sewing things in date order... so it's a bit worrying that rowan hasn't received the order she made in March yet!

 

Yeah, this is my worry, if there are outstanding orders from March remaining, where does that put those of us in the tail end of the queue? Christmas?!

Think I'mma give it another fortnight or so and then just ask for a refund if I haven't heard anything about imminent shipping. *sigh* I really WANTED them to be awesome too so I had a reliable company inside the EU to buy from.

 

I bought a hat from the Circus Collection and I wait for it more than two months. The size is not right and even the colors are different of what I wanted. They apollogized but I think this was the first and last time buying at this site.

 

Same problem here: order made in february (750&#8364, I recieved a part of my order in the first days of july, another part today, and I am still waiting for about 1/3 of my order.
And I wrote many many times (poor Cassandra).

 

I'm sorry if I'm a little bit rude but I can't belive I have to wait since February (ordered with Linn) just for a small apron.
I thought you were located in Spain, aren't you ? Then why, after 5 months of waiting did you send us (in France) a part of the order from USA ?? And why is there still things missing ?? It's longer than having a doll from Soom at the time they had problems... I'm very angry and won't order at Arcadia Doll. I'm sorry, I know you do everyrthing by your own but you should have stop the orders before having such delays !
If I was alone with this order, I would have cancel... but we are some people waiting so I won't...... I hope we'll have a compensation gift... and not a candy !

 

This thread has got me worried. I ordered two outfits - one on the 14th of Feb and one in March. I emailed them for an update in June and got a reply saying they were running late but nothing since and no outfits. Very disheartening to read this thread!!

 

Well now I'm seriously concerned. Orders from FEBRUARY are JUST arriving now? Have Arcadia always been like this or is it just this year that they became screwed?! I'm frankly amazed no one's started a feedback thread about this before now if it's always been this bad, but I am now rather worried that Arcadia appear to have allowed orders to drag on FIVE MONTHS without ceasing to accept new ones...honestly, if I wanted to throw my money into the ether and forget about it for a half a year, I'd've shopped with MIO! *headdesk*

 

I am getting a bit pissed mostly not because of waiting (though, I am waiting for my order since the end of May, it's 10th week now and my order was not even big) but because they don't answer my mails. I have send them 2 mails already, one in the end of 8th week, one in the end of 9th week. NO. ANSWER. AT ALL. If my order is not ready, and wont be ready soon, I'd rather know about it! I dont like this silent treatment, I want a honest reply > It's not professional way to deal with clients. I was expecting delays, they are no fun, but they happen. But ignoring of my mails is something I cant accept >

 

Same here, no replies, no contact, no clothes. I'm seriously not happy with this transaction now, yes, delays happen, but don't tell me it'll take 8 weeks when you mean 4 months and then ignore my mails!

 

Dear Cassandra,
I sent an email to you over a week ago - timing it to arrive well after you had returned from vacation. My email has not been answered. The points I raised are very important to me. I hope you will see this message and respond, please. I will send you a P.M. and hope we can find an effective way to communicate. Thank you.

 

Since it seems Cassandra hasn't been on DoA since her last post and no one's getting an answer via the mail addresses, is it worth us starting a paging thread? I for one found her through her advertising posts here even if I ordered through the website, so we'd be within the paging rules I think.

 

rowan, Lulu, I finally got an answer from them when I've send a copy of my message to their [email protected] email. The answer is quite vague and they didnt tell me when exactly my order will be shipped but at least they answered =_=;;

Dear Marina,
unforeseen circumstances forced our company to experience unusual delays, but we are taking serious measures to expedite the production and get all orders out as soon as possible, that is, without compromising the top quality of our handcrafted products. Your order has been processed and placed in a priority list according to the order it was received. Among other things, Arcadia Dolls is not accepting any new orders until we complete those in our priority list. Your order will be promptly shipped via priority mail as soon as it is finished and we will inform you when this happens by sending you the tracking number. Please, feel free to contact us if you want an update.

We appreciate your business and thank you very much for your patience and understanding. Please, rest assured that we are fully dedicated to fulfill your order as soon as possible.