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Severe ongoing issues and concerns with Dollshe Dollshe Ban

Highly Disappointed in AngelRegion's Customer Service

Jan 23, 2007

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    1. First of all, I'm not really sure where this should go- so it falls to the general discussion. Please move it if it's in the wrong place!

      Now on to my issue.

      As of late, I've become incredibly upset with AngelRegion and how they "handle" customer service. I figured I'd let people know, and see if there was anyone else out there that was fed up too.

      Let me state that I own four of their dolls- they are absolutely beautiful, and I bought three of the four directly from the company.
      Most recently I bought a Halloterrible Kai. I ordered him the day the Halloterribles were released, so I want to say it was the 22nd of October or so. I made it in time for the cutoff for the monthly presents, a Cien head and a wig (of which you were to specify the size. I chose fair size.) I also ordered a pair of hands for my Kai. AR told me that I would have to wait an additional two weeks due to the fact that they needed to make the hands- that was completely fine.
      Two weeks passed and my boy was shipped out. He arrived just fine, with his hands.
      But AR had left out the monthly gifts. A friend of mine, who ordered during the same period as I did, and had to take the same 2 week wait was set to recieve the head only. When her package came, she got a wig instead.
      The wand that was supposed to come with the doll she ordered was also left out of her package.
      It really didn't bother us all that much, as AR has a tendency to leave things out of orders on accident. (which should NOT occur, but at least we weren't surprised by it.)

      I know that the items I were to receive were gift items, so I had absolutely no right to demand them- but I went on AR's Q+A board to ask if they had accidentally left them out of my package.
      They replied that they did not have the Sleeping Cien gift heads in stock at the time, and had to wait for the next shipment, and they'd ship my things out within a week.
      That was fine, by why was my wig left out, and why didn't you tell me that you were leaving it out of the order?

      Two - three weeks passed. I had not received any notification from AR, nor any package. I posted again on AR's Q+A board. I can't remember their excuse this time, but once again they said they'd send it out next week.
      I waited another three weeks and still no contact from AR and no package. I posted again, [politely] asking them if they had any intentions of sending my package. They replied and said that they would look into the fact that I had not yet received my package.
      I'd like to note that at this time, my friend had already gotten the head that they left out of her order. One down.
      After about another week I got an email from them saying that they think they accidentally sent three heads to one person.
      Okay, great. So you're now misplacing the heads that took so long for you to get?

      They finally figured out the ordeal and I got my head and wig, IN JANUARY. The wig was not the size I specified. At that point I really didn't care what size it was as it's too much of a hassle to deal with, not to mention that these were free gifts, so I can't really complain.

      Moving on, in December my friend and I decided to order an Xmas Dan kit to split- I'm to get the head and she the body.
      Our Dan kit was ordered and paid for well before the December 10th cutoff for it to arrive before Christmas.
      It is now January 22nd, and AngelRegion has still not sent us our doll.
      Early January, my friend emailed them to ask what was up. The reply was something about "Difficulties with Dan's makeup", and that our doll would arrive on January 20th..
      Okay, so you haven't sent us our doll, it's been over a week since it was supposed to arrive and you haven't notified us that you're having problems? We have to ask?

      My friend emailed them again a yesterday asking where our doll was, as it had passed the 20th and there was still no sign of it. She got a reply (I think today) from AR saying that they "could not track EMS packages" or something, and thus could not send it. Complete BS.

      I am sick of being lied to by AR. If they are having issues, I want to be told immediately. I don't want to be told "oh, we'll send it next week", or have some stupid excuse made up three times before something finally gets sent. It has been 36 days since our package was to go out, and it still has not been shipped. (as shown here, Xmas kits were supposed to be shipped out on 12/17.)
      It is my assumption that they have not yet even made our doll yet.

      I just wanted to stress how upset with their customer service that I am, and ask if anyone else has had this much trouble.

      If this keeps up though, no one is going to want to buy from them. It's a pity, as their dolls really are wonderful. I post this as both a warning to possible customers, and as a plea for AR to fix their poor customer service, as I really do like their products!

      Thank you for reading, and hopefully this is in the right place.
       
      #1 Astro, Jan 23, 2007
    2. I ordered from Angelregion and they shipped me the wrong head. Other items were sold out and they had given me credit for them so I said I'd keep the wrong head and they could just use the credit to send me the right head. In spite of numerous attempts to get them to send the correct head (which I had paid for IN ADDITION TO PAYING FOR THE WRONG HEAD THEY SENT), in spite of them saying repeatedly they would sent it, they never sent it. So, I'm out $100+ and never did get my head.
      I wrote it off to experience, but I won't be ordering from them again.

      So yes, customer support is not their strong suit.
      H
       
      #2 ryochan, Jan 23, 2007
    3. I remember that some time before she closed her shop, Janis of Sunrise (I think it was Sunrise) stopped carrying Angel Region dolls, sighting difficulties with orders...they are doing so much to update their lines and put out new dolls, seems counter productive to chase their customers away with bad service...a shame, because I remember them being pretty good 2 years ago.
       
      #3 strangeangels, Jan 23, 2007
    4. Back when I ordered Tatsurou, which was about 3 years ago, their service was great. he was shipped out fast and with nothing wrong.

      When I ordered Judas, which was two years ago, the service was kind of iffy. There was a large delay in the Present Ren production, and they never came out and said anything about them having difficulties until a lot of people asked them.

      Now it's just horrible.

      I'm most disappointed in the Xmas kit dan though. If everyone else is having the same problems, then I feel really bad for all of the people that were supposed to get the kits for Christmas/some winter holiday.
       
      #4 Astro, Jan 23, 2007
    5. I ordered Hikaru and my roommate ordered her first doll from them a year and a half ago and had good experiences. I hope they are just going through a rough spot and will fix their issues.
       
      #5 Taco, Jan 23, 2007
    6. Now you all have me worried... I recently ordered a NMK Cien for a doll split (I need a body for my closed eye Cien) I hope since my order is relatively simple I won't have any problems. I also really like AngelRegion as I have four... three and a half of their dolls =3
       
      #6 Mandy Pandy, Jan 23, 2007
    7. i ordered an angel region doll almost a year and a half ago and had no problems, they even let me add a wig to my order some days after i had placed it and there was no trouble or confusion with it. i bought a limited doll and she came with a free face-up and an extra set of fist hands.

      i was extremely pleased with them back then, so i agree with everyone it must be a new occurance that there service has gone down.
       
      #7 desdisques, Jan 23, 2007
    8. Just my 2 cents...

      I've ordered from AR once (actually twice, but another order wasn't for me),, about a half a year ago and I won't do it again.

      Me and my friend ordered two dolls within a week. My friend ordered her Dana first and after ordering, I paid for it, 'cause my friend doesn't have a Paypal-account. I used her AR-account to order her doll and when payaing, I put her adress to Paypal-message.
      Everything went just fine.. or not. A week after paying my friend's order, I ordered Cien (with my own AR-account) and paid for him immediately.
      While the Dana's order went smoothly, It took six weeks for AR to confirm my order. They also promised to ship my package and my friend's package "at next week or next friday". Well, finally Dana was sent out. But somehow it came to me. AR put my address to my friend's package and I had to go to customs and tell that: "no that's not my package, no I won't pay any fees for it."
      After that I send couple angry messages to AR and they finally sent my Cien out. He came with sleeping head, but my friend chose shoes instead of head and those shoes were wrong size.

      Their langauge barrier is also a bit disturbing. I know my English is not very good, but still.
       
      #8 Hoothoot, Jan 23, 2007
    9. I should mention this was a year and a half to two years ago that they failed to send me the correct head I'd paid for after sending me the incorrect head (which I also paid for).
      So, I don't think this is just a recent bump.
      H
       
      #9 ryochan, Jan 23, 2007
    10. i ordered from angel region a year and a half ago for a UFK and got her really quickly. i've also done a couple of orders for wigs and those went smoothly as well.

      i hope they are able to get things together because they produce some really nice dolls.
       
      #10 MysteryAya, Jan 23, 2007
    11. I ordered my OFY AR Tanning Ren boy Xmas kit last year, paid him immediately and they didn't send him on the 17th like they were supposed to.
      After emailing and posting in the Q&A section they sent me an email to confirm the color of the eyes I had requested, and it was til the 26th when I got an email with an EMS tracking number, and the very next day I noticed it was going to a country it wasn't supposed to.

      I emailed them and they kept replying almost immediately, their English was very good, and they were very kind and helpful. They somehow got it fixed but it took a while cause the doll had already been sent, and finally, I received my boy on the 16th. Also, I don't know if it was because of the delay, or because they were giving them away at that time, they included a pair of red boots, the very first gift I have gotten from a doll company, yay! XD

      It was a stressing situation, but every time I either emailed or posted in the Q&A they responded very fast, my problem got solved, and I can say I'm satisfied with their customer service, and of course I love my Tanning Ren boy, even though I didn't get him by Christmas as I had planned <3
       
      #11 himitsu, Jan 23, 2007
    12. AR's English is understandable to me. Unfortunately most of their responses about shipping things are lies.

      My friend who I'm splitting the Dan with, and placed the order for him has been dealing with AR, and apparently they've finally said that they will (or have?) ship him out, and will be including extras to attempt to compensate for our trouble.

      While extras are all well and good, AR could have saved money by NOT screwing up and thus feeling the need to give us extras to compensate, and made more money by selling the items they instead gave away. They've also most likely lost both of our patronage due to their less than stellar customer service.

      They need to quit trying to churn out new doll after new doll and focus on the little things.
       
      #12 Astro, Jan 24, 2007
    13. Did they give you an EMS tracking number, Astro?
      I hope you get the doll soon, you have been waiting way too long ;_;

      I know all companies have their "ups and downs" in their customer service, I had it way worse with DOD cause I never got a reply to my many emails when I was freaking out. I had no idea what was going on for a month or so, and it was driving me nuts, that's why I really appreciate it that at AR at least replies quickly.

      But heck, you've been waiting a whole month!! Do you think that maybe they have some new not-so-bright employees that could be messing up orders?

      Best of luck! Hope you get your Dan soon!
       
      #13 himitsu, Jan 24, 2007
    14. They sent it to my friend, who placed the order.
      I think they're really just overworked with the sheer amount of new dolls they're releasing. They're also planning a second release of the Glory Angels, which is just crazy.
      Apparently they've been pushing back the relase date for the "Decent of Angels" for a year, too, not to mention the Gentleman and Lady sized dolls that they've mentioned.
      They really need to slow down and get the stuff they planned on releasing a year ago out before trying to make more dolls.

      They probably do get a lot of orders, but they really do need better CS people.
       
      #14 Astro, Jan 24, 2007
    15. Why dont they just hire more people if there are more orders being made? I think they need a little more orgainazation(sp) in how they work. When I ordered my NT Jade everything was fine and dandy and it came on the day they said they would ship it (I'm guessing their english was a little mixed) but it seems now they are going a little downhill from being too busy. :<
       
      #15 LoveVampire, Jan 24, 2007
    16. My concern with AR is that they now have what, something like four different websites with the addition of Fairdoll? Why do they keep making new websites and then they don't update to them? They continue to update to the old ones.

      We obviously love AR dolls as we have four of them and only one is secondhand. Diderot, our present Ren, was the first doll we ever ordered and they were very helpful then. When we asked about the wait, we were told there was a delay because of the glory angels, but he shipped when they told us he would and there were no empty excuses. They forgot his shoes but sent them seperately at no cost and they arrived within the week, no questions asked. Ordering Amandine was no problem even though we got extra wigs, and when we ordered a Present Jade 1 and then later switched it to a version 2 there was absolutely no issue there, either.

      But lately it seems like I'm seeing more and more complaints. Every time they say, "we will have this by such and such date," the date passes and nothing. I lost count of how many times I asked about a mature LF girl body, or parts, or what have you, and was told they would be updating with one "next month", and no luck.

      I feel like AR is trying to catch up to some kind of trend, they seem to be trying new things and launching stuff and then changing their mind halfway. what has happened to OFY? It was launched with a great to-do, lurched along, a few people got dolls, and now nothing. Descent of Angel has never happened, either. Now they are renaming all their lines and coming out with new things and I can't help but feel it's a mistake to take on so much. I'd love more poseable bodies and all, but slow down! I plan to be collecting dolls a long time.

      Ordering limiteds from AR was always so nice. They would produce a beautiful sample doll, have a set time period of several weeks, and then close orders, make the dolls, and send them. They always look at least as beautiful as the samples, if not more so. There was no lottery and no limited number of dolls and none of that terrible sitting at the computer hoping you can get an order in within the first ten seconds. They really had something with that, a solid line of basic dolls and every two months or so a beautiful limited. The new things were spaced out better, too. You'd think the first delay with the glory angels on top of present ren would make them rethink lumping too many releases together.

      I love AR dolls, and I look forward to the new glory angels. But honestly I wish they would just do what they say they are going to do, focus on one website and one project at a time, not announce releases and events that they haven't worked out yet, and just make the gorgeous dolls I've always loved.
       
      #16 tenshi_no_korin, Jan 24, 2007
    17. this thread picks the scabs offa some old wounds...

      I've had a similar experience with AR's customer services, on my first/last purchase from AngelRegion (I'm not going to get into it). although they eventually did come through for me in the end, it was without months of waiting and unecessary suffering caused by a combination of difficulties with the language barrier and their horrible customer service. i trully empathize with your situation, as it is just all-around frustrating.
       
      #17 rubijoux, Jan 24, 2007
    18. *puts them on the list of companies too scary to order from*
       
      #18 Rei, Jan 24, 2007
    19. Many doll companies are very small, and resin could even be cast in someone's garage for all we know.
      They may not have the space for more people, and they may not be able to afford better CS people.

      I miss AR's set time limited order periods, too. It was so great. *_*
      I've not seen their new website. Fairangels?
      I know they've got one website for Korea, one website for the US and one for Japan, in addition to their main hub website (which could use updating.)
      So that to me makes sense, but adding another one is just puzzling.
       
      #19 Astro, Jan 25, 2007
    20. Heh, no kidding! What a nightmare.
       
      #20 Coleva, Jan 25, 2007
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