Iplehouse Feedback (ALL)

* What did you order?
SID Giorgio in peach gold with faceup, two outfits, two pairs of shoes, two swords and a wig.

* When did you order?
May 4th 2012

* How was the communication?
Great! I got the doll on layaway, and they answered my questions and confirmed my payments promptly.

* How easy was it to pay?
Easy. I paid in instalments sent manually by PayPal.

* How long did it take to ship?
I spent three months paying off the layaway, and they shipped it five days after I made my final payment.

* Was the quality appropriate for the price, in your opinion?
Yes. The quality of the doll, outfit and accessories are great. The doll is well-made and poses nicely, and the outfit is very detailed and a perfect fit. The faceup is beautifully painted.

* Did the item look like the sales pictures?
Yes, down to the faceup (the faceup I chose was shown on a different resin colour in the promos, but the colours used are almost the same).

* Were you satisfied with the product?
Yes, definitely!

* If you weren't satisfied, how did the company solve your problem?
N/A

* Would you order from this company again?
Certainly, and I'd like to do so in the future.

* Would you buy this company's products secondhand?
Yes.

 

* What did you order?
IP akando
IP chase
IP arvid
* When did you order?
2009
2010
2011
* How was the communication?
a friend in Keroa do it for me

* How easy was it to pay?

my friend paid for me
* How long did it take to ship?
one month
* Was the quality appropriate for the price, in your opinion?
maybe a little higher?
* Did the item look like the sales pictures?
I only bought dolls,not contain the clothes,but I thought they have much potential

* Were you satisfied with the product?
yes
* If you weren't satisfied, how did the company solve your problem?
expeditin them,because much company like delay the delivery date

* Would you order from this company again?
yes
* Would you buy this company's products secondhand?
Yes.It can save a lot of money

 

* What did you order?
SID Felix
* When did you order?
July 2012
* How was the communication?
Excellent, every detail was discussed as he had a custom face up
* How easy was it to pay?
PayPal easy peasy
* How long did it take to ship?
6 Weeks
* Was the quality appropriate for the price, in your opinion?
Totally, the workmanship in just the painting alone was fantastic
* Did the item look like the sales pictures?
No because he was a custom
* Were you satisfied with the product?
Totally blown away with the end result
* If you weren't satisfied, how did the company solve your problem?
Any problems were addressed promptly with care and attention to detail, Exactly what I would expect from such a high calabre company.

 

* What did you order?
BID Elin, normal skin with face-up.

* When did you order?
May 30th 2012 I believe.

* How was the communication?
I didn't ask any questions, but got many email updates.

* How easy was it to pay?
Quick and easy through Paypal.

* How long did it take to ship?
One week!

* Was the quality appropriate for the price, in your opinion?
Yes!

* Did the item look like the sales pictures?
Exactly the same.

* Were you satisfied with the product?
Very satisfied.

* Would you order from this company again?
Absolutely!

* Would you buy this company's products secondhand?
Yes.

 

* What did you order?
SID basic Stella with option hands, wigs, shoes and clothes.

* When did you order?
Sept 27

* How was the communication?
Good. I received an order confirmation, a notification that the payment had arrived, status changes, shipping notice etc

* How easy was it to pay?
Easy (paypal).

* How long did it take to ship?
just short of 2 months.

* Was the quality appropriate for the price, in your opinion?
I guess so (I'm still too new to dolls to be able to tell)

* Did the item look like the sales pictures?
Yes - maybe even better

* Were you satisfied with the product?
Very much.

* If you weren't satisfied, how did the company solve your problem?
n/a


* Would you order from this company again?
I already have

* Would you buy this company's products secondhand?
Yes.

 

* What did you order?
over the last 2 years, Lahela, Elchanan, Bibiane, Taregan, Isar and Erzulie plus lots of clothes and some doll stnads

* When did you order?
Over the last 2 years

* How was the communication?
Very good. They work very hard at custom service. If there is a misunderstanding all you have to do is show the facts adn they will make it right.

* How easy was it to pay?
Easy (paypal).

* How long did it take to ship?
usually a couple of months for dolls with face ups.

* Was the quality appropriate for the price, in your opinion?
Stellar quality

* Did the item look like the sales pictures?
very much so

* Were you satisfied with the product?
Yes and it keeps bringing me back

* If you weren't satisfied, how did the company solve your problem?
I had one doll who came with a chip on her leg. I showed them a picture and they replaced that part very quickly without any charge to me.


* Would you order from this company again?
Definitely

* Would you buy this company's products secondhand?
Yes if I could verify the seller got their doll from Iplehouse

 

What did you order?
CDS EID Roger, LB, Superhero/Strongman arm + gun + rifle + clothes + shoes + wig + eyes

When did you order?
I ordered via layaway on the 31st of December, 2012.

How was the communication?
It was great. I used the board and they always replied promptly. When I couldn't use my PayPal, they helped set up a credit card payment system for me and when I needed an invoice to be sent by fax to customs when my shipment was held, they sent one via email the very next day.

How easy was it to pay?
It was very easy via PayPal, but you need 3D secure confirmation if you're paying by credit card and not all credit card systems have that so that can be a little tricky. I would suggest sticking to PayPal payments only.

How long did it take to ship?
After I made my last layaway payment, they contacted me about a week or so later to let me know that my doll would be ready to ship. It took just two days to get to my country.

Was the quality appropriate for the price, in your opinion?
Yes! I am very satisfied with the quality of all their products as well as their packaging.

Did the item look like the sales picture?
Yep. I was thrilled to receive my order and Roger looked even better than the photos in the website and I didn't think that was possible.

Were you satisfied with the product?
Very much. Roger looks amazing and his make up looks great and all of their items are of very high quality. Oh! They even included an event gift in it (an extra wig) and a 2013 calendar!

If you weren't satisfied, how did the company solve your problem?
N/A

Would you order from this company again?
Definitely. And I'm looking forward to it!

Would you buy from this company's products secondhand?
Yes, if I can get the certificate to go with the doll and if I'm completely sure that it's the genuine one and if it's in very good condition.

 

* What did you order?
CDS Barahan with Peach Gold Skin & custom faceup

* When did you order?
23 Dec 2012

* How was the communication?
Prompt, usually within 24 hours.

* How easy was it to pay?
A breeze with Paypal

* How long did it take to ship?
Around 2 months

* Was the quality appropriate for the price, in your opinion?
Definitely! The body sculpting is really awesome (love those little details like the veins on the arms) and the posing is pretty good too! The resin felt good to the touch and the peach gold skin looks really lovely in person, much better than I expected. Plus they got all my requests for the custom faceup down right.

* Did the item look like the sales pictures?
I got him with custom faceup but sculpt-wise he look just like the company's photos.

* Were you satisfied with the product?
Yes! Shipping was quicker than I expected (they told me he'd ship end March when I asked) and the overall quality was way better than I had expected. They did everything I asked for the custom faceup and I couldn't be happier with my boy!

* If you weren't satisfied, how did the company solve your problem?
N/A

* Would you order from this company again?
Definitely!

* Would you buy this company's products second-hand?
I generally prefer buying directly from the company, but I'd consider second-hand if the sculpt I wanted is no longer available.

 

* What did you order?
A blank real skin Peach head on a JID body through the Custom system. This was to correct a "failed experiment with a JID head (Soa) on a KID body back in December 2012. I wasn't bonding with the look, so decided to rectify the problem and get a new KID head on a JID body and make the switch when it arrived.
* When did you order?
April 2, 2013
* How was the communication?
Fine. Although I was disappointed that they no longer sent out purchase confirmation emails, and I just received one from Paypal.
* How easy was it to pay?
Easy
* How long did it take to ship?
About 6 weeks - she arrived May10, 2013. The shipper box had been severely damaged, and the doll box was also crushed on one end.
* Was the quality appropriate for the price, in your opinion?
No
* Did the item look like the sales pictures?
Yes
* Were you satisfied with the product?
No. During the faceup process a mysterious light area stood out right in the middle of the doll's face, across the entire bridge of her nose. I hadn't noticed it on the blank doll, but after checking the photo I took of the doll the day she arrived, the light area was clearly there. The doll was stripped and redone, but the same spot appeared in the exact same area, so we knew it wasn't the sealer.
* If you weren't satisfied, how did the company solve your problem?
They didn't.

Having heard so many wonderful thing about IH customer service, I contacted them, but they immediately brushed me off, and blamed the faceup artist. They insisted there was something under the sealer the faceup artist had put there. My faceup artist is a very skilled professional and knew she had done nothing out of the ordinary. However when I told them that, then IH insisted there was hot glue on the face - which was totally ridiculous. We were convinced the issue was with the resin, so researched the issue. The faceup artist stripped the head again, and when inserting a light into the head could see the flaws clearly. She carefully scraped the surface with a sharp razor knife, then sanded with a diamond sander to even out the resin colour, and this time the sealer did not show any light areas. I am extremely disappointed with IH customer service, in that they continued to "politely insult" my faceup artist as an "amateur" and blame her. However, since she was finally able to fix my Peach so that I was happy with her, I chose not to send the head back to have them look at. I would have had to pay to ship my doll back to them, and I wasn't going to spend even more money to risk starting all over with either my own stripped head or a new one.

* Would you order from this company again?
I don't know. I have 13 of their dolls, and this issue with Peach has really been a very unpleasant experience.
* Would you buy this company's products secondhand?
Yes. Although second-hand is usually way more expensive.

 

* What did you order?
A nYID Rexy
* When did you order?
June 23, 2013
* How was the communication?
Minimal, but fine.
* How easy was it to pay?
Paid via Paypal in one payment, it was simple.
* How long did it take to ship?
Roughly 14 working days. Very fast!
* Was the quality appropriate for the price, in your opinion?
I believe so. She is sturdy, well-made and beautiful.
* Did the item look like the sales pictures?
Yep!
* Were you satisfied with the product?
Yes, I am satisfied.

 

* What did you order?
EID Arvid, clothes, wigs, shoes
EID Leonard, outfit, shoes
EID Lawrence
EID Dexter, outfits
* When did you order?
27th May 2013
14th April 2014
18th Sep 2014
8th July 2015
* How was the communication?
If I ask on the weekends or holidays they always answer on their next working day, or that very day.
* How easy was it to pay?
simple. Paypal
* How long did it take to ship?
36 working days
71 working days
55 working days
18 working days
* Was the quality appropriate for the price, in your opinion?
My Arvid was well made, except his head cap keeps popping off at the slightest touch.
All the clothing, shoes, wigs, accessories are of really good quality.
My Leonard was mistakenly sanded despite the site telling us that dark skinned dolls should not be sanded.
The new hand parts for the EID are gorgeous. Worth every penny!
I do have to note that it's better to buy superhero pants for the model body because it's just way too tight sometimes.
* Did the item look like the sales pictures?
Oh yes.
* Were you satisfied with the product?
Yes
* If you weren't satisfied, how did the company solve your problem?
I didn't contact them about the sanding because it was in a place where I don't plan to photograph.

 

NEGATIVE

What did you order?
BID Efreet
BID Naias vampire with outfit, wings and horns
BID Efreet vampire with outfit, wings and horns

When did you order?
December 5th 2013

How was the communication?
Communication was via their support forum.

How easy was it to pay?
Paypal.

How long did it take to ship?
around the 20th of March 2014

Was the quality appropriate for the price, in your opinion?
No, the dress doesn't fit properly. I have to take the doll apart to dress her.
The horns don't stay on.
The wings won't stay on and fall off.

Did the item look like the sales pictures?
No. The wings stay up in the photo.

Were you satisfied with the product?
No.

If you weren't satisfied, how did the company solve your problem?
I emailed and told them I had a problems and they asked for photos. The dress didn't fit unless you dismantled the doll, the holes for the wings and horns had been drilled too far so the magnets were set too far in and wouldn't hold because of that. I supplied the photos and then I was told that I didn't dress the doll properly and the wings were fine because the wings they had at the office were fine but they would replace the horns. I was very confused by the response that their wings were fine so mine were.

I replied that I do know how to dress a doll - I have purchased around 150 and I am a qualified dressmaker. I asked them why they wouldn't replace the wings and they told me that their wings droop as well now so that's normal. I thought that they had misunderstood what I said about the wings and told them again that the wings have the same problem as the horns which they said were faulty because of the drilling.

In the next email I was then treated very rudely by the rep.

Basically Iplehouse is fine as long as you don't have any problems.

In conclusion:
Faulty dress - no replacement
Faulty wings (2 pairs) - no replacement
Faulty honrs (2 pairs) - replacement

I feel like they didn't want to replace anything and thought that they would just give me the horns to placate me. Very poor.

 

What did you order?

Special Forces Rex in Normal Skin on a SuperHero body with strong man arm, along with full set (everything except helmet)

* When did you order?

May 20, 2013

* How was the communication?

I mostly used the Q and A board, which was fine.

* How easy was it to pay?

Very easy through PayPal, paid in full

* How long did it take to ship?

He arrived late August.

* Was the quality appropriate for the price, in your opinion?

I say so, though of course he needed to be restrung as soon as I learned how, this company sends them assembled loosely and I think that's a great way to reduce the risk of damage.

* Did the item look like the sales pictures?

That face... It's flawless, the tanning, the freckles, the expression, and yes the uniform and rifle all accurate.

* Were you satisfied with the product?

Yes.
* If you weren't satisfied, how did the company solve your problem?

I was satisfied

 

What did you order?
Clothing

* When did you order?
In Feb I think

* How was the communication?
N/A

* How easy was it to pay?
Yes, no trouble at all.

* How long did it take to ship?
Super quick. They arrived earlier than I expected!

* Was the quality appropriate for the price, in your opinion?
Best quality clothing I have ever have.

* Did the item look like the sales pictures?
Exactly.

* Were you satisfied with the product?
110% satisfied.

* If you weren't satisfied, how did the company solve your problem?
N/A

 

NEGATIVE

What did you order?
SID Woman Grace The Addiction in NS, fullset: both vampire and human head with no face-up, both outfits, wings, blank fairy hands and horns + some thing for my other dolls.

When did you order?
December 2013

How was the communication?
via Q&A

How easy was it to pay?
easy with Paypal

How long did it take to ship?
Order shipped out on May 21st 2014, delivered on May 27th

Was the quality appropriate for the price, in your opinion?
No. Headback resin is too thin, and there are buildups between fingers on doll's hands


There is also a major problem with stoppers in thigh-leg parts - they are too short and won't reach stopper groves, but i don't know how to prove this to IH, photo's won't show that legs are not fixated and i'm pretty sure that even if i do video bit, they will answer that i have no experience in positioning a doll well. So i just omitted the bit till i figure out how to make it work.

Did the item look like the sales pictures?
They don't show those details in pictures with close-up. Though clothing bits are exactly as shown.

Were you satisfied with the product?
Not with the poorly cast details.

If you weren't satisfied, how did the company solve your problem?
Iplehouse doesn't want to solve my problem, because they see no problem in thin headback and and magnet that is practically falling from the other side of the head through thinnest layer of resin. You can read our message exchange here (I wanted to insert images, but those would have to be too large for users to be able to read):
https://www.flickr.com/photos/kuroshi/sets/72157644571563847/

In general, to my complaint about thin resin, and mentioning of buildups (those they ignored at all) Iplehouse replied, that it is totally not an issue i should worry about, because it is not an issue at all. They describe it as a solution to problem of horns falling off the head with headback sides being too thick, so they decided to make them thinner?! so magnets will be closer to the surface.
When i wrote them the second time, saying that i'm still not happy and that it's probably because they are saving on materials, i got a harsh answer explaining me that it is not a manufacturing issue or problem, but a normal state of things, so i should understand that they can't be helpful.

I sent them third letter, just because i think that i have overpaid for such a poor quality of details and asked for a replacement. But they have simply ignore it on Q&A board.

What we have:
Poor customer service, denial of manufacturing flaws, headback that can be easily broken, hands that need major sanding (it's the first time i received hands in that poor condition from IH).

 

* What did you order?
normal skin Oscar, with addiction head no faceups, or any other extras

* When did you order?
Febuary 17 2014

* How was the communication?
Didn't communicate at all, didn't have any questions. Got shipping confirmation when doll was shipped.

* How easy was it to pay?
Easy. I paid by PayPal.

* How long did it take to ship?
a long time. He arrived June 17th

* Was the quality appropriate for the price, in your opinion?
Quality is good, had to remove some extra resin from between his fingers and he has a sort of teeny tiny 'ripple' line in one of his addiction head's ears, but otherwise good

* Did the item look like the sales pictures?
Yes

* Were you satisfied with the product?
Yes.
I was highly dissatisfied that: they don't sell heads separate, so I bought an entire doll, which despite saying takes an average of 45 days took 5 months, I got anxious around month 3 and decided the head would not in fact work for my purpose and knew I couldn't cancel even though I no longer wanted the product and even though I suspected they hadn't even started casting Oscars yet, but the product itself is fine.

* If you weren't satisfied, how did the company solve your problem?
N/A all the things I was dissatisfied with were things that I couldn't expect to change by bothering them

* Would you order from this company again?
yes if decide I do need one of their dolls

* Would you buy this company's products secondhand?
yes

 

* What did you order?
nYID Bianca gray skin +demon hands, horns, black rapunzel outfit set, wig, shoes
EID Victor white skin +demon hands, horns, outfit, wig, shoes

* When did you order?
March 2014
November 2013

* How was the communication?
Very good communication, support changed a position in my first order, replied to all my questions. Actually there were problems with both orders - Iplehouse forgot to input magnets for horns for Victor and they forgot pointy ears for Bianca, but both troubles have been solved.
* How easy was it to pay?
Easy via PayPal.

* How long did it take to ship?
about 3 month in both cases from payment (there was no LA in both cases) to shipment

* Was the quality appropriate for the price, in your opinion?
Yes. I love the quality of both dolls, very beautiful, detailed.

* Did the item look like the sales pictures?
Yes, almost 100% like on promo photos! Only make ups a bit different

* Were you satisfied with the product?
Yes!
* If you weren't satisfied, how did the company solve your problem?
-
* Would you order from this company again?
Yes, I've already ordered 3d doll
* Would you buy this company's products secondhand?
Yes.

 

* What did you order?
A ton of clothes, wiggs, eyes and other accessories.
* When did you order?
2014-09-14
* How was the communication?
Very good.
* How easy was it to pay?
Yes, I payed with paypal.
* How long did it take to ship?
It took about a month. It would've been sooner but there was a problem (I had caused it).
* Was the quality appropriate for the price, in your opinion?
Yes.
* Did the item look like the sales pictures?
Yes.
* Were you satisfied with the product?
Yes.
* If you weren't satisfied, how did the company solve your problem?
I did have a problem but it was my fault. However, the company did everything in their power to help me.

 

* What did you order?
SID red/white men's shirt, bracelet, 2 wigs, black cardigan, white printed t-shirt

* When did you order?
August 2014

* How was the communication?
Very easy

* How easy was it to pay?
Very easy, through paypal

* How long did it take to ship?
I think it took about a week

* Was the quality appropriate for the price, in your opinion?
Some items were. The red/white shirt and the t-shirt I thought were pretty awesome, but the black cardigan was a very flimsy, thin material. The wigs were also waaaaay too big despite being size 8-9 inch

* Did the item look like the sales pictures?
Yes, except from the wigs.

* Were you satisfied with the product?
Yes, but again, not the wigs lol

* If you weren't satisfied, how did the company solve your problem?
I didn't contact them

 

* What did you order?
J.I.D. Tatiana, dress, shoes, and wig.

* When did you order?
8/10/2014

* How was the communication?
Very good. Always got a reply within 24-48 hours.

* How easy was it to pay?
Yes, I did Paypal and it only took a few clicks.

* How long did it take to ship?
Shipped out 9/27/2014 and was received 9/29/2014.

* Was the quality appropriate for the price, in your opinion?
Yes, the doll is amazing quality. I love the details and the softness to the resin. The only compliant I have is she is a horrible poser, even with restringing.

* Did the item look like the sales pictures?
Yes!

* Were you satisfied with the product?
Yes!

* If you weren't satisfied, how did the company solve your problem?
N/A