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GEM of Doll Feedback

Aug 27, 2017

    1. www.gemofdoll.com/en

      Please copy and paste this template, then give your responses.

      * What did you order?
      * When did you order?
      * How was the communication?
      * How easy was it to pay?
      * How long did it take to ship?
      * Were there any missing or broken items in your order?
      * If there were any problems with your order, how did the company handle them?
      * Would you order from this company again?
       
    2. * What did you order?
      Rae Fullset

      * When did you order?
      Early March

      * How was the communication?
      At first communication was really great. I ordered directly through them via e-mail (this was before the site revamping) but by April communication fell off. And this was after I just placed a second order for two more dolls with them. I had to reach out to their rep on DoA to get anyone to look at my e-mails. I never got a reply on DoA even though my PM was marked as read. Eventually someone on this forum reached out to them via Weibo which actually sparked them finally taking action and talking to me about where my order was. They do not prioritize their e-mail and overseas orders. They clearly respond to social media on their Chinese website and Taobao account, just not those of us who ordered directly overseas via e-mail which is more than a little upsetting to me.

      * How easy was it to pay?
      Too easy. You pay over PayPal but they don't always have the same PayPal e-mail which seemed really suspicious. They changed the e-mail I needed to send payment do during my layaway process. I noticed their first account was banned from accepting friends/family payments which seems to be why they made a second account to ask people send it via friends/family payments there instead since it had not been flagged by PayPal yet as improper usage. So, when they lose privileges to accept gift payments (which they try to have you pay as) so they have to make a new dummy account and keep doing this and PayPal keeps catching them doing this. Keep in mind if you pay via the way they ask you to (via gift/friends&family) you lose all buyer protection that PayPal offers you.

      * How long did it take to ship?
      A while longer than it should have, again, due to a lack of communication.

      * Were there any missing or broken items in your order?
      Broken? No. Missing, poor quality, and not as described: yes. I'll talk more thoroughly about this in my product review for the Rae Fullset.

      * If there were any problems with your order, how did the company handle them?
      I never brought them up because their communication was so poor before this point. I also started a second order before this one shipped and I was honestly afraid if I brought any of this to light that they'd hold my second order hostage. I'm sure that sounds a bit extreme but you have to realize I'd go months without a reply from them despite my trying to reach them via every single outlet. I didn't, and still don't, have a lot of faith in this company.

      * Would you order from this company again?
      Yes, but never again directly. (edit: after my most recent order and learning that I'm not alone in dealing with this, I will never return to this company ever again. Not via dealer, not via the website, nada. I will not support their practices with my dollars anymore). Interesting thing to note, their official Taobao shop is always SIGNIFIGANTLY cheaper. Even when ordering a fullset it always costs less. Even just Taobao vs their Chinese website with the exact same currency, it's cheaper on Taobao. And it's OFFICIAL for the exact same item with the exact same add ons. Even paying a service fee to a third party will get you the same product much much much less expensive and with far better customer service communication.Their product is wonderful, their service is not unless they believe you are in China in which case they have no problem keeping in contact with you and not trying to upcharge the rate.

      (please note, this is not me assuming things. If you go to their main site in chinese there's a direct link from their site to Taobao where I verified the rates. You can also verify them by going to their Chinese website vs the English one. In addition, I had my third party buying service reach out to them on Taobao and get a reply and a forum I started here on DoA where someone had contacted them via the Chinese Twitter equivalent also got a reply within the same day they had posted it as opposed to my e-mails which were left untouched for 3 weeks despite follow up e-mails send to them on an actual order. I want to make this clear because *yes* I am angry, but this isn't all conjecture. This is fact)

      Edit: I actually wrote this a while ago and never published it. This was written before the most recent fiasco with my latest order with them. I can say as an update to this review that their communication has not improved and I will elaborate on that in my follow up review for Dido and Dedo.

      Edit 2: Here is my product review on the order itself.
       
      #2 akaisha0, Aug 27, 2017
      Last edited: Aug 27, 2017
    3. * What did you order?
      i ordered a colour-matched 1/3 body with additional zombie hands.

      * When did you order?

      april of 2017

      * How was the communication?

      it started off good but then tapered off. i received at least one message i'm fairly sure was sent by mistake. communication toward the end was slow and i had to prompt them to get a response sometimes.

      * How easy was it to pay?

      it was really weird. they used multiple accounts and wanted me to send via friends and family, which i did, but when i went to pay another layaway payment they couldn't accept friends and family, so i sent via goods and services. it was basically exactly as @akaisha0 described.

      * How long did it take to ship?

      it took until october to ship, but when it did ship it arrived within 3 days. i had to ask them if it had shipped and if they could send me the tracking number about 5 times, it was ridiculous. they kept saying they would send it and then i would ask for an update and they would say they would send it by whenever, and then i'd wait until a day after that date and ask again.

      * Were there any missing or broken items in your order?

      nothing missing or broken! ^^

      * If there were any problems with your order, how did the company handle them?
      there were no problems with my order after it finally shipped, but it was frustrating to get it actually shipped out.

      * Would you order from this company again?

      i would really like to as their dolls are beautiful, but not again anytime very soon, and if i did i'd keep in mind how they provided service this time and navigate the transactions accordingly.
       
    4. * What did you order?
      Dido and Dedo fullselts including wig, clothing, shoes, faceup, body blush and additional fisted hands.

      * When did you order?
      May 2017, recieved Oct 2017

      * How was the communication?
      What communication? Yet again, just like with my last order, I had to harass them on other media and draw the attention of fellow customers to get a response from them. I would give them plenty of time to respond to e-mails and send polite follow up e-mails and get no reply. My hand was forced into practically starting a witch hunt to get them to acknowledge my order and my questions regarding that order at all. And I found out why later on. In addition to the fact GoD already doesn't reply to anything, they had a major system crash and lost all of their records. Instead of coming out and telling anyone this, they just decided to ignore everyone when confronted. I'm not the only one even on this forum who was affected by this. Had we not been discussing this and forcing GoD to acknowledge this, many of us would likely still be sitting here waiting for our dolls with no idea why we weren't getting them and no communication from the company. When I finally found out, I had to resubmit proof of my payments to them because they lost their records. Furthermore, I was told my order would take even longer because they lost the records before my order had been started even. So, instead of pushing my order to the forefront despite the fact I had ordered back in May, it was tacked on to the end of the queue according to Gem of Doll because of their system failure. I pushed this matter and it got rushed through production. Had I been a more timid person, I don't think they would have been rushed through this. Had I not held their feet to the fire, I don't think I'd have my dolls right now and there's plenty of evidence to back that up. This wasn't even a matter of catching them with their pants around their ankles, they are the ones who shoved their own pants down. And yes, I know that constitutes an opinion, but I have proof of everything and all my communications with them. I have no reason to be sympathetic toward their behavior. It was entirely inappropriate of them to behave in the way they did.

      * How easy was it to pay?
      No answer. I talk about this too many other places.

      * How long did it take to ship?
      See above.

      * Were there any missing or broken items in your order?
      No. Items weren't 100% like the images, but Gem of Doll replaces certain items often times. It's known about their company.

      * If there were any problems with your order, how did the company handle them?
      They didn't. They sat back and did nothing. They did not communicate, they ignored attempts of communication for MONTHS, they blatantly refused to acknowledge something was wrong for months on end until I was forced into starting a media campaign to get other customers experiencing this same nonsense involved. No acknowledging e-mails, nothing on the website about this, no post here on DoA about this..just people ignored without any recourse because, again, we have to pay via PayPal's friends/family tab thus keeping us from buyer protection.

      * Would you order from this company again?
      No. Gem of Doll is not a small company as is evidenced by hundreds of TaoBao orders just in the last year. The problem is, they are not properly equipped to handle international orders or orders made anywhere but TaoBao that can actually hold them accountable with buyer protections. In fact, GoD will demand you pay them via Friends/Family on PayPal which is in clear violation of PayPal's ToS and costs you any buyer protection when situations like this occur.
       
      • x 1
    5. * What did you order?
      Hallea, blank, in tan resin, direct.

      * When did you order?

      August 21, 2017. She arrived December 27, 2017.

      * How was the communication?
      Honestly, not consistent. I ordered Hallea with a three-month payment plan. GEM of Doll was great about getting me started and answering my layaway questions. However, making payments could be a little daunting due to delayed communication (I'll get into that in more detail).

      After the layaway was paid, I asked for a general estimate on how long production might be. My response to this was that the doll was ready and would be shipped promptly. I waited two weeks. No doll. I email again and it's the same response. In my third email, I clarified that I would not be upset if the doll was still in production. They replied that they reason for the delay was because tan resin was difficult to produce. I'm not exactly sure if what they meant was that tan takes longer in general (which is very normal and understandable) or that there was specifically a complication with my tan resin order. In any case, they assured me that it would be shipped by the end of with week and, finally, it did.

      * How easy was it to pay?

      Pretty tedious. At the time I ordered, GEM of Doll's website was fairly new. Their dolls are displayed with a default price that does not automatically adjust to your options ( fullsets, face-ups, premium resin prices, ect). After check-out, you have email GEM of Doll with your order number for a price adjustment. After they manually adjust price on your order, you can make your payment. This was how each individual layaway payment was done for my order Hallea. At the time of writing this, I think this is still how they take payments.

      It's not too hard, but it's a fairly intimidating process at first because GEM of Doll's website is not fully in English. The account settings, billing address page and order history are in Mandarin, so I had to use Google-Translate to help me navigate through it all. Waiting for the price adjustment is also something. First one was fast, while the others, not so much. Usually it would take nearly a week before I could actually pay.

      All that being said, I consider this an improvement over their previous payment practices, which you can read about in akaish0's and mangameow's reviews that came before mine. Not once did I have to sent paypal payments via Family and Friends. I payed via paypal,l yes, but it was via their checkout system on their website. I was never worried that they wouldn't have a record of my payment and I never saw them change their paypal email on my receipts.


      * How long did it take to ship?
      Fast, but also strange? At first, they gave me an EMS tracking number that didn't work. A few days later, they gave me a DHL number (on their own accord). Once it was with DHL, it got to me very, very quickly.

      * Were there any missing or broken items in your order?

      The summer event snail that was supposed to come with my order was missing. It's not a huge deal and it was more of a prop than a doll, but I genuinely looking forward to getting him. You can see the strange little guy with Hallea in the company photos.

      * If there were any problems with your order, how did the company handle them?
      Their response to my email was a bit delayed at first. I waited about two weeks and emailed them again. After that, GEM of Doll gave me $10 via paypal to compensate for the missing snail.

      * Would you order from this company again?

      Yes. I'm happy with the product and have every intention to order again. However, if I need layaway, I will probably order via a dealer rather than directly.

      More on my GEM of Doll experience: Product Review
       
      • x 1
    6. * What did you order?
      Charles, Blank, White, through dealer

      * When did you order?
      August 2017

      * How was the communication?
      I'm unsure since I went through a dealer and with him being my first doll I didn't take much mind to asking fro updates.

      * How easy was it to pay?
      I just used PayPal so it was pretty easy but again it was though a dealer.

      * How long did it take to ship?
      It took about 4 days for him to arrive after shipping out,tracking number worked but yet again I have a feeling it's because of through a dealer.

      * Were there any missing or broken items in your order?
      Now this is where thing get a little bit hairy. Upon me unboxing him his left leg was completely unstrung due to the foots hook being beyond bent out of place. It was an easy fix but as a first time doll owner it was disheartening thinking back to it I should have definitely messaged the dealer or Gem of Doll themselves asking what happened because the box has definitely been opened to put in the wig I had also ordered.

      Another side note, the box was in absolute disarray, one of the sides of the top was coming off, its was all scuffed up, and it seemed that there was water damage. The inside box was also coming apart as well. It makes me wonder how much care was really put into packing him.

      * If there were any problems with your order, how did the company handle them?
      I did not address my problems so I can't say, I really wish I would have.

      * Would you order from this company again?
      If I'm being honest no. With both the condition of the box and his leg I'd rather spend my money else ware since he was wasn't the cheapest and it seems like company has really bad quality control over their packing and checking. The doll it's self was gorgeous but it's not worth the hassle by any means.
       
      • x 1
    7. * What did you order?
      Grey skin Chosen

      * When did you order?
      2/5/2016

      * How was the communication?
      It was fine, I ordered through acbjd

      * How easy was it to pay?
      Very simple, I believe I just used my card.

      * How long did it take to ship?
      Shipped out on 5/5/2016 and he arrived on 5/13/2016

      * Were there any missing or broken items in your order?
      Nope, he arrived perfect.

      * If there were any problems with your order, how did the company handle them?
      N/A

      * Would you order from this company again?
      Absolutely.
       
    8. * What did you order?
      Sofier with faceup, bodyblush and wig
      * When did you order?
      December 2016
      * How was the communication?
      At the beginning it was good, but after a few months they didn't reply to my emails, then they replied really late.
      * How easy was it to pay?
      I paid directly with paypal. So no problem.
      * How long did it take to ship?
      After some emails and no replies, they finally shipped her after 9 months.
      * Were there any missing or broken items in your order?
      No
      * If there were any problems with your order, how did the company handle them?
      They didn't have the event pet anymore which I wanted. They let me choose another one or a wig. So this problem was solved in a nice way.
      * Would you order from this company again?
      Yes, because I love the style of their dolls and even the communication was bad and I waited long time, it's totally worth it for me.
       
    9. * What did you order?
      1/3 Mona in pink skin, nude
      * When did you order?
      Spring 2018
      * How was the communication?
      This time the communication was great. They answered all my e-mails very fast, they sent requested photos and were really kind.
      * How easy was it to pay?
      Very easy with paypal.
      * How long did it take to ship?
      After 2-3 months they already shipped my doll.
      * Were there any missing or broken items in your order?
      No
      * If there were any problems with your order, how did the company handle them?
      N/A
      * Would you order from this company again?
      Yea, yes, yes. Gemofdoll is one of my favourite companies and also this time I was totally satisfied with the quality of my doll.
       
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