My Dollection Feedback (All)

* What did you order? Fluffy Pal Mi Miao head, Guard Love 1/6 Bonny body, Reci Shop eyes
* When did you order? 1 Jun 2023
* How was the communication? Mixed. There was no communication for some time, I was reliably in touch for a little while but always needs to be messaged first, sometimes multiple times to get a reply. Details below
* How easy was it to pay? Paypal
* How long did it take to ship? One item of my order was received May 21 2024. The rest was never received.
* Were there any missing or broken items in your order? Yes, body and eyes were both missing.
* If there were any problems with your order, how did the company handle them? I encourage you to read this thread to get an understanding of the situation during the time frame. I'll only be detailing my personal interactions with them here in my review https://denofangels.com/threads/my-dollection.862958/
I reached out starting in early March 2024 regarding status update of my order via email.
During this time I was shared updates from Dollection's IG regarding change of ownership, injury, and lack of help to complete the orders. Dollection did not share these updates to customer's email or on the website but only in an ephemeral type of IG post (sorry I don't use IG I think it's called stories)
After reaching out a few times with no reply I began to lose trust in the dealer and requested refund for my order in April 22. Dollection put a new email onto their website on April 25 and I forwarded my refund request to that email, support mydollection com.
Dollection replied me in April 25. Most of the message was regarding an impersonating website, but they confirmed my refund request in this email.
I asked for status update May 1st.
Dollection replied May 3rd stating they need to verify the product didn't ship from the warehouse. I was promised refund if the product did not ship.
I asked for status update May 9th.
Dollection replied May 9th stating the package was mistakenly shipped anyway on May 3rd and they give me a tracking number.
I inquired about non moving tracking May 14th and asked if they could not intercept the package and have it returned if it's not been picked up from the warehouse yet.
Dollection replied May 15th stating that maybe the package is moving and they already asked the package to reroute but the shipping company could not find it.
I received package May 21st containing only the head of my order. I requested refund of just the missing parts.
Dollection asked me proof of the missing parts on May 21st. They promised a prompt refund to my paypal upon confirmation.
I sent the pictures same day May 21st. I asked for my refund again on May 22nd.
Dollection agreed in May 22nd that there's no way I could have received anything but the head in my package. They promised a prompt refund after confirming details with the warehouse team.
I asked for status update May 27th.
Dollection replied May 28th asking for more time to verify with the warehouse.
I asked for status update June 3rd.
I asked for status update again June 4th and June 5th.
I received reply on June 6th apologizing that they couldn't get the refund yet and explaining the situation with previous owner. (please read the thread I linked above to get a more complete view of the situation as some of the other customers pressed for more details and shared them)
I will update this post if I ever get my refund. I have gone ahead and share this review because I don't know if this will ever be resolved.
* Would you order from this company again? I would not recommend anyone buying anything from them until all the unfulfilled orders were resolved.
I appreciate that Dollection has thusfar been attempting to resolve this problem transaction albeit slowly when they could have ignored me from the beginning since my paypal protection was past. I will never do business with them again but I hope they will turn this situation around and do right by the customers.

 

* What did you order?
2D Doll Ciel, 4 month layaway through the website "dollar page"
* When did you order?
January 4, 2024
* How was the communication?
Minimal at first, and slow, but fine. In April of 2024 my layaway needed to be completed and I was unable to use the dollar page due to it being whole numbers, and I owed an amount plus change. I began to reach out to Dollection for support just as all of the communication began to break down to everyone else. My emails were unanswered, but I saw on DOA that people were having success on Instagram, so I messaged them there. Here is a timeline of my correspondence, done mostly over Instagram as the owner said they did not have access to the email any longer:
April 17 - Correspondence with Dollection on Instagram about the final layaway payment for my order. I am told "I believe Ciel is arrived, I can ship him tomorrow?"
April 19 - Invoice is sent and paid
April 24 - No communication since the invoice was sent. I reach out to Dollection on Instagram and ask for tracking, as I haven't been given any. I will be out of town and want to make sure I don't miss his delivery while I am gone.
April 28 - Still no communication. I reach out again for tracking or a status update
April 29 - Response from Dollection stating that they missed my messages. They ask if I'm back in town "if so, I can ask them to ship out today, is that alright?" I say yes and give them my shipping address. I am given the tracking information. Dollection says after sending the tracking "just now warehouse tell me about the size might not suitable to go with USPS, we might change the courier to another shipping method and we will edit the tracking"
May 4 - I reach out due to the tracking not updating (the label has been created but the package has not been given to the carrier) and ask for a status update
May 5 - Dollection lets me know "Expect it to arrive on Monday" I ask for clarification if the package will be arriving on Monday, May 6, or next Monday, May 13th. No response for two days.
May 7- I am told "The item will be dispatch on 13" I ask for clarification, and am told "They should be dispatched out shortly, and you can expect to receive them within an estimated 10 days" When I express my confusion at this new information, I am told: "I'll check with the warehouse tomorrow, it's already 3 am, and no one is online at the moment, From what I can see on the backend of the warehouse, it appears that the shipment has already been dispatched, meaning it's with the US customs". I tell them that my tracking does not indicate any of this, and am told "Warehouse only provides this tracking but I can ask them again"
May 8-11 I reach out daily for a status update, with no response
May 11 - "Hello, sorry something came up these past two days" is the only response I receive
May 11 - 22 I reach out daily for updates with no response and no update to the tracking.
May 22 - I file a Paypal dispute for all four layaway payments.
May 27 - I hear from other people waiting on Dollection orders that there has been a request to email Dollection rather than using Instagram. This is the only reason I knew to reach out via email.
May 28. - Via email, I am told "I want to assure you that your order #12283 has indeed been shipped. The tracking number we provided is correct, but we are unsure why there has been no movement. We are actively working with our logistics carrier to resolve this issue and ensure your order is on its way to you as soon as possible."
May 29 - I give Dollection this timeline seen above and request transparency. I am told "Yesterday, we contacted our logistics carrier, and it was determined that the package is too large and contains magnetic materials, which prevents it from being shipped via standard courier services. We are currently exploring alternative shipping methods, such as Korea UPS or sea freight, and we are in active discussions with our logistics partners."
May 30 - I request a refund and tell them I do not feel comfortable waiting for them to resolve the problem considering the lack of accurate information and the timeline that I've experienced. They tell me to just escalate my dispute to a claim and don't offer any other solution of refunds, etc.
June 10 - My Paypal claim is finally processed with no contest from Dollection. All of my layaway payments are refunded. My order is cancelled on the Dollection website, and the transaction is, thankfully, resolved in my favor.
* How easy was it to pay?
The layaway was easy enough, but it had to be paid in a whole dollar amount through the dollar page. This was an issue with my last payment, which was not a whole dollar amount.
* How long did it take to ship?
My item never shipped because it was deemed "too big", something I was never notified of until I pushed multiple times.
* Were there any missing or broken items in your order?
N/A
* If there were any problems with your order, how did the company handle them?
The company was not straightforward with my order and gave me many different answers about the status of my item, none which ended up being wholly true. They were spotty with communication on Instagram but did reply consistently once they started emailing, even if they only gave half answers. The company did not give me any solutions other than to be patient and wait multiple times, with no timeline or actual course of action to rectify the issue. They were prompt with emailing, but their information was completely useless when it came to resolutions. This has been one of the most unprofessional situations I've ever had to deal with in terms of a transaction, and I would say the issue was handled extremely badly.
* Would you order from this company again?
Absolutely not. I would not trust this company to get your orders to you in any way. The fact that my item was apparently "in the warehouse" but they couldn't figure out how to ship it made very little sense. They were not forthcoming and had I not been within the window to pursue a Paypal claim I would have been out over 500 dollars with no recourse to get it back, and no support from the company. Dollection is not a company I would ever trust again or put money towards.

 

*What did you order?
Maydoll Lemon Cat head & body, the grab bag?
* When did you order?
May 2nd 2024
* How was the communication?
very spotty, two different answers from Instagram and emails, the emails seemed to be truthful somewhat but the Instagram ones seemed to be just copy and paste messages
* How easy was it to pay?
pretty easy
* How long did it take to ship?
over a month
* Were there any missing or broken items in your order?
no suprisingly
* If there were any problems with your order, how did the company handle them?
they did make sure to let me know certain ones were out of stock giving me options.
* Would you order from this company again?
most likely not until they have a clean slate of giving everyone their own orders or refunds, even then after I'm not even sure with their reputation.