Soom Feedback (ALL)

* What did you order?
MD Chrom

* When did you order?
June 13th

* Did you order directly from the company, or through a distributor or dealer?
Soom english website

* How was the communication?
good for the most part, tho during the website reconstruction... it was slow,

* How easy was it to pay?
Easy. Paypal.

* How long did it take to ship?
I did a 5 month layaway... but he shipped within a month

* Was the quality appropriate for the price, in your opinion?
yes! he is very lovely

* Did the item look like the sales pictures?
Even better in person

* Were you satisfied with the product?
with the product yes! however, they accidentally gave me the wrong tracking number, minor problem not a big deal.
But! I did request an address change and i reminded them after final payment was made, but they still send it to the old address they need to pay alittle bit more attention.

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

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

* Would you buy this company's products second-hand?
depends on how much I want the product, the cost, and what condition it is in.

 

Well, since 2009 is almost over, I guess i should finally do this...

* What did you order?
MD Amber X2
MD Glot
MD Cuprit
MD Cass
* When did you order?
Amber #1 - 2/12/09
Amber #2 - 2/13/09
Glot - 4/2/09
Cuprit - 4/3/09
Cass - 8/7/09
* Did you order directly from the company, or through a distributor or dealer?
directly from the English sight for all orders
* How was the communication?
always great
* How easy was it to pay?
long layaways and Paypal made it real easy!
* How long did it take to ship?
It always took a long time (sometimes 6+ months), but the wait was worth it! (I'm still waiting for Cass)
* Was the quality appropriate for the price, in your opinion?
Oh yes, they are beautiful!
* Did the item look like the sales pictures?
I order all blank dolls, so sort of lol
* Were you satisfied with the product?
Very much so!
* If you weren't satisfied, how did the company solve your problem?
My Cuprit's crown and magnets arrived broken. Soom sent me replacements after seeing the pictures and didn't even require me to send back the broken parts! I even got one of their free gifts with my replacement parts!
* Would you order from this company again?
I ordered from them 3 times in 2008 as well and I'm sure I'll order from them many more times in the future! Soom is my favorite BJD brand!
* Would you buy this company's products second-hand?
I own a second hand Beryl and Glati and have plans to track down some of the other MDs.

 

* What did you order? Soom MD
* When did you order? April, 09
* How was the communication? Answered on the Q&A within 48 hrs
* How easy was it to pay? Easy
* How long did it take to ship? 6 months
* Was the quality appropriate for the price, in your opinion? The quality was great, appropriate, but not worth the overall hassle
* Did the item look like the sales pictures? yes
* Were you satisfied with the product? beautifull doll, not worth the wait though
* Would you order from this company again? No, never. The wait is ridiculously long, the promised shipping dates were months apart from the actual shipping dates, the quality was good, but not above and beyond many other companies that ship in a more timely manner and cost less.
* Would you buy this company's products second-hand? Probably not. I don't think I want to support them in any way. Don't get me wrong, their dolls are stunning. If their dolls were stunning at a bargain price, I might consider it, but their dolls are stunning at a high price, with less than perfect customer service. The 3 incorrect shipping dates they sent me pretty much did me in.

 

* What did you order?
Dia without face up
* When did you order?
29 / 7 /2009
* Did you order directly from the company, or through a distributor or dealer?
directly from the company
* How was the communication?
excellent
* How easy was it to pay?
very easy , I used card payment , dacom
* How long did it take to ship?
It shipped the same day 29/7/2009
* Was the quality appropriate for the price, in your opinion?
yes it was for sure!!!
* Did the item look like the sales pictures?
yes it is !!!
* Were you satisfied with the product?
yes I'm truly satisfied !!
* If you weren't satisfied, how did the company solve your problem?
-
* Would you order from this company again?
yes I will!!
* Would you buy this company's products second-hand?
If I couldn't find them new & they are in good condition yes.

 

* What did you order?
MD Chrom + a couple other items.

* When did you order?
6/16

* Did you order directly from the company, or through a distributor or dealer?
Directly.

* How was the communication?
Fair. They had the switching sites issues during the wait though, so it was kind of stressful.

* How easy was it to pay?
Very.

* How long did it take to ship?
5 months.

* Was the quality appropriate for the price, in your opinion?
I suppose. I really wish I hadn't gotten the face-ups though.

* Did the item look like the sales pictures?
His eyes seem larger and the face-up is way more dramatic/it makes him look like he hasn't slept in weeks :/

* Were you satisfied with the product?
Adore the sculpt, not so much the face-up. The blushing on the paws is gorgeous. They did stick to the shipping estimate they gave me though, so props on that!

* If you weren't satisfied, how did the company solve your problem?
No serious issues.

* Would you order from this company again?
Already have, but probably won't after my Bygg arrives, or at least for a while.

* Would you buy this company's products second-hand?
If the price wasn't ridiculous. I love Soom's sculpts, but sadly it's really frustrating dealing with them.

 

* What did you order?
Mecha Angel F white suit set and black trousers, Mecha Angel M brown shirt

* When did you order?
Nov 24, 2009

* Did you order directly from the company, or through a distributor or dealer?
Directly from Soom website

* How was the communication?
I found that they reply within 24 hours at the Mecha Angel Q&A, not so much at The Gem Q&A

* How easy was it to pay?
Easy, through Paypal

* How long did it take to ship?
Nov 26, 2009

* Was the quality appropriate for the price, in your opinion?
Yes, the clothes were well-made and pretty high quality

* 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

* Would you order from this company again?
Yes

* Would you buy this company's products second-hand?
It depends

 

* What did you order?
SOOM MD Sphaler with default faceup with a plethora of wigs and eyes

* When did you order?
October 6 2009

* Did you order directly from the company, or through a distributor or dealer?
Direct (used a short Layaway)

* How was the communication?
communication was decently fast, though the message they communicated was not what I wanted to hear.

Please see videos below for the entire story
Part 1
Part 2

* How easy was it to pay?
Very Easy - through Paypal

* How long did it take to ship?
A month (very happy with the shipping time)

* Was the quality appropriate for the price, in your opinion?
No

* Did the item look like the sales pictures?
Yes (better in life than SOOM's photoshoped pictures)

* Were you satisfied with the product?
I was satisfied with the product for the most part. Their customer service is what I was not satisfied with. They should not volunteer promises they will not keep.

* If you weren't satisfied, how did the company solve your problem?
First recieved a foot piece which miss-drilled so the S-Hook can slip through (and his leg came apart and foot pieces fell to the floor. Luckily no parts broke). Mailed back the foot piece (with a copy of my shipping receipt, phone number, email address, and paypal information in the box).

I inquired about my foot about 8 days later and was told my foot was not received.(when I had actually received a new problematic foot the day before at my work... I was out of the office that day)

The new foot 's hole was not drilled far enough down and the S-Hook sticks out of the bottom of his foot. I contact SOOM and they said that the sticking out S-Hook cannot be counted as a flaw and that I would get my refund in a week (after they had said they would refund my money upon receiving the first foot).

I messaged back with a long, well thought out response of my dis-agreement with their customer service and that I would not be purchasing from them or promoting their company/products again.

They jumped up to my QA, read it and refunded my shipping fee within minutes. But there has been no further response from them.

* Would you order from this company again?
No, and I wouldn't recommend it to other people.

* Would you buy this company's products second-hand?
Maybe, if the person selling it was in need of the money. Luckily I have all of my dream dolls from the company for the most part.

 

* What did you order?

Soom Sphaler on White Skin with default faceup, cloths, eyes and wig.

* When did you order?

October 3rd. 09 Paid in full.

* Did you order directly from the company, or through a distributor or dealer?

Directly through the company

* How was the communication?

Very good. They agreed to my special request promptly.

* How easy was it to pay?

Very easy. CC.

* How long did it take to ship?

About 2.5 months. Doll arrived on Dec 21st 2009

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

Yes. The faceup is skillfully done. Doll is nicely strung. Resin color, accessories of the doll are breath taking. I was so amazed, I forgot to take lunch.

The last finger on the right hand of the doll was broken but I contacted Soom and they sent a replacement really quickly.

* Did the item look like the sales pictures?

No, he looked much much BETTER!!!

* Were you satisfied with the product?

Very satisfied.

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

I reported the broken finger and they responded immediately.

* Would you order from this company again?

Definitely.

* Would you buy this company's products second-hand?

Yes.

 

I thought I had made a review for my Amber as well, but I guess not. I'll do them both now.

* What did you order?
Soom Amber/Soom Bygg and Beyla
* When did you order?
February 13th/September 15th
* Did you order directly from the company, or through a distributor or dealer?
From the company in both cases
* How was the communication?
Very good, although slow during the website design. They always got back to me though.
* How easy was it to pay?
Very easy, I used Paypal in both cases. I have no experience with their new way of payment however.
* How long did it take to ship?
After layaway, which I think ended in late August 2009, it was about a month and a half, with 2 days for actual shipping/After layaway, which ended on January 16th (in 2010), they were shipped January 19th!
* Was the quality appropriate for the price, in your opinion?
These were both of amazing quality. While restringing, I dropped my Amber. Her ears stayed intact, though two of her fingers broke. She was wearing her normal hands, so it was okay.
* Did the item look like the sales pictures?
They look even better! The Amber looks so majestic, and the Bygg and Beyla look downright adorable~ I can't even put the twins away, they're just too precious!
* Were you satisfied with the product?
Very much so. They are exactly what I wanted, and even more.
* If you weren't satisfied, how did the company solve your problem?
N/A, but Soom is very quick to help whenever there's a problem with anything, from payments to the dolls themselves. Their issues during the site redesign have been fixed, it seems.
* Would you order from this company again?
Yes, but only once I've got a better paying job. Now that layaway must be completed in 4 months or less, I can't really afford anything if it's not a tiny.
* Would you buy this company's products second-hand?
Sure, if it was well taken care of.

 

What did you order?
Soom Mini Gem Aren (with face-up, wig and eyes included), 3 pairs of shoes, 2 pairs of eyes
When did you order?
16.10.2009
How was the communication?
Great. Replyed fast, polite and understandable
How easy was it to pay?
very easy through paypal.
How long did it take to ship?
I mailed and asked them after a month and they said two weeks. Then it was delayed and then again. As I finally asked the fourth time they said they had production problems, which were finally corrected and she was then sent at the end of the week.
So in all: three months
Was the quality appropriate for the price, in your opinion?
Very much so. The shoes (which said luts, by the way) are well made as are the eyes and the doll (although her lashes got off because she arrived in an arkward position without head protection and her head was smugged to her packing material). She stands very well already even though I going to suede her a little on her torso and legs. The wig is a big bouncy, though and won't fit but I won't use it anyway.
Did the item look like the sales pictures?
Yes. Even the teeth are where they should be. ^^
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?
I think not. Mainly because they lied to me by telling me her shipping date and then delayed it again. I can live with a long waiting time, especially with soom's. But I have to able to rely on shipping dates (my opinion).
Would you buy this company's products second-hand?
Yes, depending on condition and price.

 

What did you order?
CW Super Gem Dia on a male body.
When did you order?
5th January, 2010
How was the communication?
Excellent. Left a message on their Q&A board and it was answered within 48hrs.
How easy was it to pay?
Very. Did a short layaway through Paypal.
How long did it take to ship?
Finished layaway on the 5th of Febuary, Doll shipped on the 8th of Febuary. 3 days.
Was the quality appropriate for the price, in your opinion?
Yes.
Did the item look like the sales pictures?
Considering it was on a males body, promotional photos are on a female body and in NS, it was a little different.
Were you satisfied with the product?
Yes.
If you weren't satisfied, how did the company solve your problem?
N/A
Would you order from this company again?
Yes.
Would you buy this company's products second-hand?
Already have, so Yes.

 

What did you order?
MD Yrie
When did you order?
10-31-09
How was the communication?
very good
How easy was it to pay?
their site is sometimes glitchy when you use the make payment button on the order status to pay. I usually send the payment to them manually and its easy
How long did it take to ship?
finished layaway on 12-2-09, she shipped on 2-10-10 roughly about 2 months
Was the quality appropriate for the price, in your opinion?
Yes.
Did the item look like the sales pictures?
she looked more beautiful in person than the sales pictures. her faceup is very beautiful!
Were you satisfied with the product?
Yes, very satisfied
If you weren't satisfied, how did the company solve your problem?
N/A
Would you order from this company again?
Yes
Would you buy this company's products second-hand?
depends on how much i want the item, its condition, and the price

 

What did you order?
NS Soom Dia, No Faceup or extras
When did you order?
21 February 2010
How was the communication?
I didn't have any direct communication with them, I just placed my order and paid, and later got an order confirmation.
How easy was it to pay?
It was easy through Paypal, but a little bit confusing, not like other sites where I have used Paypal.. it was completely streamlined into the ordering process.
How long did it take to ship?
I ordered on a Sunday (Feb21), and on Wednesday (Feb 24) I got a shipping notice. The doll arrived Friday (Feb 26).
Was the quality appropriate for the price, in your opinion?
It's a nice doll, the joints are tight and the quality of the resin is good. Personally I am not a big fan of the body proportions, and think that for the price, there should be double-joints in the knees and maybe the hips as well.
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?
---
Would you order from this company again?
Probably, if they have something I want or need for my dolls.
Would you buy this company's products second-hand?
Yes.

 

What did you order?

Soom Mecha Angel Saiph (female, 79 cms), MA dark blue jeans and MA green/blk check top both for female.

When did you order?

Wednesday 17th February 2010

How was the communication?

N/A - straightforward order via Paypal

How easy was it to pay?

A little confusing as I was expecting to be redirected to my PP account - this didn't happen, but I got an order confirmation with details of my payment.

How long did it take to ship?

8 days, to the UK!

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

Yes, I love the 'solid' feel of the resin, and she's a big, solid, doll! Nice colouring, pretty hands and feet! The clothing is well made - my only criticism, as with other companies too, is that the dark blue jeans when tried on once, left a small stain which I was able to remove with magic sponge. I have since washed the jeans approx 9 times and they still bleed dye......

Did the item look like the sales pictures?

Yes, pretty much - eyebrows on mine differ slightly in shape, they're bushier towards the end of the brow, whereas in the promo pic they are more tapered, but I still like the face up and am happy with the quality of it.

Were you satisfied with the product?

Yes

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

N/A

Would you order from this company again?

Yes

Would you buy this company's products second-hand?

Yes

 

What did you order?
Soom MD Ai (everything but faceups and blushing)

When did you order?
12/31/2009

How was the communication?
Communication was great via the Q&A board. I moved cross-country so I had to end up changing my address with them twice and they handled it perfectly.

How easy was it to pay?
Easiest payment I've made so far through an integrated paypal system.

How long did it take to ship?
2 months. I was given an estimate of 3 months and the doll shipped out 3 weeks earlier than my estimated date.

Was the quality appropriate for the price, in your opinion?
Yes. The detail to the sculpt and fantasy parts was amazing and the outfit was very detailed. The eyes were a beautiful shimmering pearl and the doll HAD NO SEAMS!!!

Did the item look like the sales pictures?
Yes

Were you satisfied with the product?
Yes, more than I was expecting!

If you weren't satisfied, how did the company solve your problem?
---
Would you order from this company again?
All depends on if I get Soomed again

Would you buy this company's products second-hand?
Yes.
​

 

What did you order?
Soom MD Afi (Full without blush and faceups)
Teenie Gem 3 (3 items for $59.99)
1. TUS1010 (Pink Girl Shoes)
2. TUD1012 (White Boots)
3. TUD1013 (Cream Boots)

When did you order?
2010-01-07

How was the communication?
By email. Takes about a day for them to reply, even when I reply to them within an hour.
By board. Takes about a day.
No replies during weekends (when everyone is the least busy =_=)

How easy was it to pay?
No paypal payment request. Log into Paypal to Send Money.

How long did it take to ship?
2010-03-19. 2 months and a week and a half

Was the quality appropriate for the price, in your opinion?
The fantasy parts and outfit are very beautiful and very detail. Afi is rather cute. But I find the inside of the head to be rather rough and poorly made. (See satisfied question)

Did the item look like the sales pictures?
He's a tab of a lighter tone

Were you satisfied with the product?
I wasn't very happy with 2 things.

Firstly, after waiting for 2 month plus, they email me that my Teenie Gem 3 order had a OOS item: TUS1010 (Pink Girl Shoes). I was VERY VERY unhappy. They should have put away the items for (Doll + items) orders. They should not even those items into the bundle sale if they cannot deliver! Imagine if some unlucky fellow have 2, or worse all 3, OOS items, and is force to change to something they do NOT want.

Secondly, It was with my Afi. I was rejoicing at Afi arrival (which mellow out my anger with the above issue). I didn't find any visible problem with his exterior. I was getting other eyes for him and when they finally arrive, I pop his headcap open to put them in. To my shock and horror, I found this rather big chip under his left eyewell. (ref to pic below) I have no idea how they sculpt the eyes but it looks like there is gap around the eyes and they fill it up with resin/(putty?). To me it looks like some quick fix. I thought when dolls are cast, they would be a solid piece. Not bits and pieces falling off them.
http://img.photobucket.com/albums/v71/fossilangel/bbb/_-007.jpg
http://img.photobucket.com/albums/v71/fossilangel/bbb/_-004.jpg

If you weren't satisfied, how did the company solve your problem?
If I wasn't already that upset with their management, they sure jacked up the my level of disappointment with their customer service.

For my problem #1 (OOS item), they offer to replace the item or refund (they never mention how much) as store credit which means that I'm PAYING them for an item which I'll force to BUY from them again, and having to pay for shipping again. Having this reasoning, I rather get an item now then get the credits. (Which reminds me, I have not ask them where did my previous credits gone to)

So I gave them this list
TUS1009 (White girl Shoes), if this is also sold out, then
TUS1008 (Black girl shoes), if this is also sold out, then
TUS1011 (Black boots), if this is also sold out, then
TUC2001 (Pink blouse and boomers), if this is also sold out, then
TUS1030 (Pink teddy jacket), if this is also sold out, then
please refund as credit

Maybe it didn't sound very clear to them that I'm listing with priority. But they picked the CHEAPEST of the lot: TUS1030 (Pink teddy jacket). I check at the site after work, and found that TUC2001 (Pink blouse and boomers) was still in stock! But they've skipped over and pick the cheapest and least desired from the list. I'm still OK with the jacket, it's cute But it is this rather obviously 'cheap' attitude that upsets me.

For problem #2, I've posted on their board. I'm seeing how they are going to answer and see if they can redeem my good favor. If not, I would have to spent money to get some tan-like putty and fix it myself. Which is probably safer and cheaper than sending it back to them for a replacement. I.Dont.Trust.Them.

Would you order from this company again?
I have ordered from them many times since 2006 and alot more when I got their 1st generation MA Sabik in 2007. But stop when they started concentrating on MD, which was in 2008. Back then, items came in without hassle and probably the only request I had for them was to combine my huge orders. Now in 2010, I'm back for Afi, and they gave me a rather disappointing customer servicing. I would think twice before ordering from them.

Would you buy this company's products second-hand?
For some items, like the fantasy part. Yes, if the price is right.

 

What did you order?
Soom MD Alk with default eyes/wigs/face up.

When did you order?
I started my layaway on Oct. 24th 2009, finish paying on January 4th 2010 and received my boy on February 14th 2010.

How was the communication?
I didn't contact them^^

How easy was it to pay?
very easy through paypal.

How long did it take to ship?
I put the dates on question #2. It took like one month to ship, very fast!!!

Was the quality appropriate for the price, in your opinion?
Very much so. I love the face up and my little boy is so beautiful and very well made. He came with extras like the wings and birdy feet. I sold them so I think that not only the price was good but I gained a bit of money with this order.

Did the item look like the sales pictures?
The face up was different but equally beautiful

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?
Of course!! and this is my third time I order directly from them. Never had a problem and all those times my orders were shipped really fast. The customer service is great too. I love Soom

Would you buy this company's products second-hand?
Yes, depending on condition and price.

 

What did you order?
MD Sphaler: Millenium Mireu + some other goodies

When did you order?
9/10/09

How was the communication?
It was OK. I contacted them mostly via Q/A board, I got answers second day.

How easy was it to pay?
Easy, through wire transfer.

How long did it take to ship?
Long, due to some problems. I got shipping notice almost four months after I ordered him.

Was the quality appropriate for the price, in your opinion?
Yes. His face-up is really delicate and even though he'll need some sueding he pose really nice. I also got the default wig, which is a little bit messy, but after some styling it looks how it should and a default outfit, which is absolutely gorgeous and detailed to the smallest gem.

Did the item look like the sales pictures?
Even better^^

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?
Of course. They're really nice to the customer even with some misunderstandings. Their products are high-quality and prices appropriate.

Would you buy this company's products second-hand?
Maybe. Depending on the condition and price.
​

 

What did you order?
3 pairs of 12mm silicone eyes.
When did you order?
3/12/10
How was the communication?
Excellent. They sent me updates by email.
How easy was it to pay?
Easy with Paypal, though I dislike having to switch to IE in order to do so.
How long did it take to ship?
1 week, very fast!
Was the quality appropriate for the price, in your opinion?
Yes, the eyes are amazing! Soom has a wonderful variety of pupilless eyes.
Did the item look like the sales pictures?
Pretty much, though I wish they'd have actual photos of the eyes rather than the Photoshopped pictures. They look so much better in person.
Were you satisfied with the product?
Yes
If you weren't satisfied, how did the company solve your problem?
N/A
Would you order from this company again?
Most likely, yes.
Would you buy this company's products second-hand?
Yes.

 

COMPANY NAME: Soom

* What did you order? Chalco Forest King

* When did you order? put on 4 month layaway on January 26th, 2010

* How was the communication? Excellent, payments always credited quickly.

* How easy was it to pay? Very easy - paid through paypal

* How long did it take to ship? I paid him off April 26th and got shipping confirmation May 13th, EMS delivered him on May 17th.

* Was the quality appropriate for the price, in your opinion? Absolutely, I think the Soom dolls are well worth the cost and the detailing and faceup are incredible.

* Did the item look like the sales pictures? Yes, just like the photos.

* Were you satisfied with the product? Very much so!

* Would you order from this company again? Absolutely! Have Monzo on layaway now!

* Would you buy this company's products second-hand? I already have as I collect many of the Soom monthly dolls and started too late to get some of them initially. I've been just as happy with my second hand dolls (Sard, Heliot, Chrom, Sabik IB Hunter, Cuprit)