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VERY HORRIBLY Bad Experience with Elfdoll :(

Dec 30, 2008

    1. I am sad to report that I have had a very bad experience with Elfdoll. In September 2008 I ordered a 5th Ed. Alice Cherry Blossom. She arrived in late October with a broken ear. I posted to the Elfdoll Hospital and received a quick response:

      Dear sarahpanda,
      Please send your head to ELFDOLL USA,
      (address removed)
      and we\'ll send you the head as soon as we confirm your current head.
      Please give us tracking code as soon as you send current head.

      Best regards,

      Oka

      I mailed the head on November 7th and sent Oka the tracking number. When I didn't hear anything else and didn't receive the head, I messaged the Elfdoll Hospital again on November 11th. I received this reply:

      Dear sarahpanda,

      Hope you received your head.
      We've shipped our your head a few days ago.

      If you still don't get it, please let me know.

      Regards,
      Oka

      When the head still had not arrived by December, I messaged the Hospital board several times (on the 4th, the 10th and the 18th) and was ignored.

      Finally on the 21st I started a new thread on the Hospital Board titled "Why are you ignoring me?!" which did not get a response. I posted to this same thread again on the 24th. At last, I got a response:

      Dear sarahpanda,

      We're very sorry we're disappointing you.
      But we're still searching for the head you have sent
      and the new head is already ready and waiting for to find the old head.

      Please give me a few more days.

      Thank you very much for your patience.

      Regards,
      Oka

      According to Oka's previous email, THE HEAD WAS ALREADY MAILED, but now she says she's still looking for the old one?! I am furious now, and my last message on the elfdoll hospital I threatened her with legal action. I have never been LIED TO by a company before, and I am so upset that I was up last night just thinking about how angry I am. I wish now that I had just glued the ear tip back on instead of trying to get them to send me a new head, which incidentally they OFFERED to do. After four months I still don't have a proper ACB (only one with the stupid winking head) and there is zero sign that my situation might be rectified. I can't even enjoy my Alice because looking at her just makes me feel disappointed and angry.

      I will never order from Elfdoll again. In fact, I will NEVER EVER order another Elfdoll product. I will continue pestering Oka on the Elfdoll Hospital site. I have also put in a phonecall to Elfdoll USA, but who knows whether they will return my message.

      In conclusion, buyer beware Elfdoll.

      ****************************************************************************
      UPDATE (12/31/08): Ms. Cholong returned my call yesterday. She was very kind and apologized for the misunderstanding. Apparently when she shipped the head from California to Korea, it was lost in the post, but that has nothing to do with me, so she is going to tell Elfdoll Korea to send me the new head right away. I will update again if I receive the head.
       
    2. I'm sorry this has happened to you :( Did you send it with delivery confirmation, and did you ever check the number? They say they're still looking for the head you sent. If you can verify that it was delivered via the PO site, maybe you should message them again and explain your confusion as to why they have misplaced the head. It definitely sounds like their fault, unless the broken head was somehow lost in the mail. That doesn't make up for the fact that they lied about mailing the head out earlier, that's very weird that they would do that. Maybe the person responding to your first post had you mixed up with another customer?
       
    3. UPDATE (12/31/08): Ms. Cholong returned my call yesterday. She was very kind and apologized for the misunderstanding. Apparently when she shipped the head from California to Korea, it was lost in the post, but that has nothing to do with me, so she is going to tell Elfdoll Korea to send me the new head right away. I will update again if I receive the head.