Arcadia Dolls - Wait Times?

Hi,

I returned from my holidays. I talked to my sister today about people who didn't receive their answer and she told me she has replied everyone. Please, if any of you didn't receive an answer let me know and I'll contact her again.

Charloutte, we talked days ago about your order and hope you'll receive the missing items soon.
Lulu, please let me know if you didn't received an answer yet.

I know many circumstances caused her delay. For example, a year ago mi sister hired two professional seamstresses to help her with the production, but due to personal problems they had to quit. She's always sewing full-time but it'll take her some time to catch up on work. Please remember that many orders include custom doll sizes and other custom requirements and that makes production slower.

I also know she's sending many orders each week. It would help a lot if any of you receive their orders and write it here, it would make people know that orders are actually arriving.

I apologize again for the delay and thank you all for your patience.

 

I've just got the same generic e-mail reply as was posted on the previous page so evidently none of us are going to get more than that out of Arcadia. I'm done and will be asking for a refund, this lack of contact is ridiculous.

 

Soo, this just got really charming. I asked for a refund stating that in no uncertain terms was I happy with the total lack of content and in reply, I got this:

So apparently now I'm employing "intransigent attitudes, threats and speculation" in order to get the goods I paid for over TEN WEEKS ago as a "customer strategy". Which is funny, because pretty much, I seem to recall just asking for a refund on long overdue goods.

Contrary to what Arcadia clearly believe, I really don't give a toss why they're delayed, what I care about is that they didn't bother to notify ANY of the people in their, what are we up to now? Six month long waiting list of customers and didn't answer the many mails enquiring on the whereabouts of their customers goods. I'll be posting my feedback when/if this entire debacle ends and this will very definately be the last time I deal with this company.

Good luck to all of you out there waiting, it seems you certainly won't be getting any refunds.

 

I am also waiting for a group order I made in February. I don't mind the waiting really, I just wish I could at least get some info about the status of my order. Especially when it's not just me who's waiting, it's all the participants too.

Though apparently I used the wrong mail address last time. I hope I get some reply this time.

//edit: Received an answer. Phew

 

Hi, it's Cassandra again.

It seems like we had several problems with our email accounts, so we had decided to create a new single account to make customer support easier. You can still write to any of the old accounts since all messages will be forwarded to the new one.

The new email account is: [email protected]

I also wanted to announce that from now on my sister Licanen will be the only person in charge of the customer support. I won't receive or reply Arcadia Dolls emails anymore. Since 2005, when Arcadia Dolls was created, I've just been a contributor making all the photo sessions, but I've never been involved in the collections design or the sewing process. I can't really help customers about orders information and schedule. On the other hand, Licanen has improved her English a lot, so she really doesn't need me to reply emails anymore. I hope these changes will improve communication between customers and Arcadia Dolls.

Please note that Licanen is not a Den of Angels member, so if for any reason you can't contact her, you can always PM me, but please understand that I'm not aware of the orders status.

I really hope you'll all receive your orders as soon as possible. I know Licanen is working really hard, but she was overwhelmed by the huge amount of orders received and several personal and professional circumstances.

Thanks again for reading!

 

dissonant : Pretty much, I don't think you're going to get your refund, they refused me (see above), accused me of using tactics against them and are now ignoring my mails again. Tbh, I've written the money off, I don't think I'll see either refund or clothes now but hey, either one WOULD be nice!

 

Regardless of where they are in the world, since we paid with paypal, when the payment clears, they enter into a contract with us to deliver the goods we have paid for within the time frame stated. If they fail to do that, they're in breach of the contract and we have an absolute right to demand a full refund whether they like it or not. It seems they don't, and since we're over the 45 days Paypal covers you for, our only serious option would be to get legal with it, which certainly for the amount I was in for (under 100 euros) would be pointless and I suspect Arcadia are well aware of that, hence their reticence on the subject.

If I'd had one of the order that ranged into thousands, that would start looking like a viable possibility to me right now.

Personally, I don't deal twice with a company that lectures me like an obnoxious child in e-mails and refuses to contact it's customers to avoid discussing a backlog. That's just poor business practise whichever way you look at it.

 

The irony is that if they'd just TOLD everyone they were delayed and they were working on it MONTHS ago, I doubt any of us would have been at all bothered. I can wait far longer for something if I have good communication with the other person involved but when all you get is silence and a bunch of other worried people waiting for their orders, you instantly lose faith and that's when it gets nasty.

They've handled this poorly and publically, that will dent their trade and affect their feedback, so with a bit of luck they might do something differently the next time this happens.

 

I ordered one outfit in may, still waiting. At least they said that they will send it next week. Hope so.

 

I've got a shipping notice, it has a tracking number...FROM THE USA...so either I got the wrong tracking number or they're not within the EU as advertised. If I get customs charges on this parcel because it shipped from outside of the EU, I will NOT be happy since the entire point in my shopping with them was to AVOID importing from outside the EU!

 

I FINALLY have my parcel, which did indeed ship from the USA, NOT Europe but was thankfully heavily marked down and as a gift. I'm considering my part in this hideous mess done and I'll be leaving feedback in the thread that clearly should have been started months ago.

Good luck to all those of you still waiting, I have no doubt I only got my order this quickly because I made enough noise to irritate Arcadia Dolls, so perhaps if you're still stuck waiting for those huge and long overdue orders, it'd be worth getting loud about it. I sincerely hope you all get your orders quickly.

 

Lulu, Im so happy that you finally got your order!

It's a relief to see that some people are getting shipping notices. I hope my order ships soon. I've been waiting since April.

 

Congrats on all the people who got their orders, and I hope my order (from the end of may) will be shipped out soon, too I asked for estimate shipping date few weeks ago and they said they'll ship it by tomorrow, so I really hope they'll keep their word

 

My parcel was shipped a few days ago - in fact, only a few days after I sent an email saying that if I didn't get my order in a week I wanted a refund. So it does appear that emailing them gets results. As an aside, the email I received was polite, unlike the one sent to Lulu.

My parcel is also coming from the US. If it does attract customs, I will expect Arcadia Dolls to reimburse me. It is shoddy business practice for an EU company to ship directly to the customer from the US, leaving the customer liable for the customs and import charges that the company themselves should be responsible for.

 

mhmmm has anyone had any contact with them the last week or so? I emailed them last week regarding an order I placed in May and still haven't heard anything =/

Edit: Nevermind, emailed them again last night and finally got a reply...

 

waiting for standard size since last week of Jan 2010

will update this thread when I get a reply from company