BEWARE Soom Neo-Angelregion--NEVER AGAIN!

This belongs in the company feedback section.

 

In the Soom (and NeoAngel Region as well, since they operate through Soom) FAQ, there is a delivery date guarantee. There's a big long document, but in summary, Soom says that it can take UP TO 100 BUSINESS DAYS for them to complete the order and ship it out. They say this outright - this is the time frame within which you can expect it to be dropped off at the Korean Post Office (and any further delays earns the customer bonus things), and they can only guarantee something this specific. If I'm counting right, you're currently around the 60 day mark.

I've never had any luck with ANY company giving me accurate delivery time estimations through the QnA, especially if it was still within the allotted manufacturing time. They can't say anything more accurate than that because I don't actually think that the companies keep perfect track of every individual order. From my understanding they just tally up the number of orders for different dolls and send em' off to the workshop, and then distribute them according to the times the orders were placed once they get each batch back.

 

60 days is well within the time frame for SOOM/Angel Region. Sometimes doll companies can take up to 4 or 5 months even when the are efficient. Some people have waited over a year for a doll to arrive. This hobby really is an excersize in patience. SOOM's terms of service only allow for a guarantee after 100 days. When you paid and ordered you agreed to this.

 

Soom's guaranteed timeframe from the date of order (assuming you paid in full) till delivery date is 100 business days. From my experience, even when asking about delivery date, Soom will always answer with the latest delivery date that falls within their guaranteed timeframe. When Ai/Afi started to ship, I asked about my order and was told it would be shipped in two months (which also happened to be the end of 100 business days from the date of my order). In actual fact my order was shipped just one week after I asked. The same thing happened with a few of my other orders, with the status changing to "on shipping" much earlier than promised by Soom.

Also, Soom has greatly improved its service and production time. Compared to the 6-month wait for Glati/Glot I would say that 60 business days isn't too long to wait for a brand new doll. Soom does need time to process and produce your order.

 

We waitied 8 months for our Glot to arrive and when she did she was well worth the wait. Everyone on the FORUM knew SOOM was having trouble with ALL the orders and was busting butt to catch up. I did not order sanding nor face up and they did both. I have no complaints... they do take their time, but it is a quality product and worth the wait. Give them a chance... they will come thru. Oh and resin curing times are affected by weather and it has been a rough season over there. Even with climate controls...

- ShadowHawke -

 

Well i just wish to point it out that the awaiting time for a MD is about 2 or 3 months actually.Mention Glot & Glati,that were on sale by the very beginning of 2009, it's not corret,as this is another case...
Consider also that Jenny,as she said,paid already on 28 of OCT and she's near the estimate awaiting time of 100 days.Other companies ,that doing special sale and are filled up with orders,send their dolls after 40 days or so,i'm not saying that soom is responsible for the AR delay,but a polite reply it's needed,just my two.

 

It's only about 60+ business days from 28th Oct till now I think, unless I miscalculated. Hehe, usually I'm too busy getting excited over the newest Soom MD to actually notice how long my orders take to ship. But anyway, Jenny's order is around the time of Idrial, and Soom has only just started shipping those faeries. Also, her order might also take longer due to the holiday period of Christmas and New Year. I missed the part about Soom not replying though; I agree that it would be polite for them to at least acknowledge her concern. But as themasterjinn has said, Soom's dolls are worth the wait, and they'll come through in the end.

 

Actually it's almost 90 days,for a regular or basic doll it's a huge awaiting time. 28 OCT-28NOV=30+ 28NOV-28DEC=30+28DEC-28JAN=30= almost 90 days.
It's not correct to compare the awaiting time for a soom MD with another line of dolls that is completely different from the MD line.
IMO jenny have the holy right to complain,several people got shipping notice for nephelin MD,for Phonton ID,for Cuprit special order..still no signs of her doll payed in full by the end of October.

 

What did you order specifically? Were the wigs pre-order? Did you get a faceup?

I agree that it has been a long time, but it is still well within the 100 business days (aka you can't calculate in Saturdays and Sundays into the 100 days). You also did not list exactly what you ordered and that can alter waiting times significantly.

 

I agree that the extras,clothes + wig+eyes+ easthetic services,could significantly alter the awaiting time,still for an angel region it's a huge awaiting time,it's weird that's all,so imo Jenny didn't do nothing wrong to complain,if you consider that MD like nephelin with a lot of special parts is on shipping from a while.

 

Attorney general? Lulz.

Well, they may not have been truthful about shipping time (I suspect because they didn't know when the doll would be finished either, not because they were trying to be meanies), but Soom is not going to steal from you. Really, I promise.

There are hundreds, if not thousands of us here who have successfully purchased from Soom and there's never, ever been a case of them just outright stealing from any of us. They can't always keep their shipping-time promises, but they're not petty thieves. There's no fraud. You will get your doll in the end.

 

Surely soom it's a reliable company and never ever things like this happened,would be nice if soom would politely reply to Jenny about the awaiting time and the extimate shipping,even if can be also that soom simply isn't responsible for the angel region delay.

 

Sabbatha, there are technically only 5 buisness days in a week so since october was almost over: 20 in NOV + <20 for DEC +15 JAN = less than 60 buisness days. Which technically means she's been waiting less than 2 months. Yes she has a right to complain, as does everyone if they are unhappy with service, however SOOM still has 40 buisness days (8 weeks or 2 months) to fulfill their contract. So giving a company a bad review at this point seems a bit harsh.

 

I know that may seems to harsh and even a bit hurried but maybe Jenny thinks that she have the right to post a negative rating...
even if she's waiting less than 60 business days to her the awaiting time it's huge...not to mention that Jenny will reach the 60 business days in a week or so...also the angels region doll is basically less complex then a MD or super gem special order,if soom isn't responsible for AG delay then at least should give to her a good explanation.

PS
I love your avi,bats are so nice,i love them!

 

And it would be up to others to judge whether that review is fair or not. It seems majority here disagree with her negative view of the company

 

$abbatha, I understand your point about 100 days being a long time, but it really shouldn't be a surprise. Soom states, right on their delivery guarantee page, that they will ship within 100 business days. If someone thinks it's too long for a doll then they are welcome to not buy that doll (at least directly from the company).

On the other hand, I think it's okay to get irritated with continous promises of "next week". It would be nice if they just outright said that they're not sure.

 

What?Absolutely not.It's not up to others.It's not a matter if she's right or she's wrong.
Jenny imo had the holy right to leave a negative rating on every company if she feels that she was treated unfairly.
Even if 100 people would tells her that she's wrong that doesn't change her negative opinion towards a company,and doesn't mean that she isn't allowed to express her opinion based on personal knowledge.

 

I know ,i know.But,as afr a si know about AR,as i don't know at all these dolls, isn't that complex dolls that taking such huge time for casting.

If maybe soom would told her that the production running slow for these dolls maybe Jenny didn't feel the right to posting a negative rating,then turned up into this thread since was moved.

Then i think i have said all that i can so i'm done.

 

Just throwing my two cents in, maybe everyone would be interested in knowing that, over in the Soom Faery WR, one of our members just found out the reason for the delayed shipping we've been seeing--I'm still waiting on a Mixi, for example--is because one of the people on their shipping staff has had an accident, and their things are shipping more slowly as a result. Now that's extremely unfortunate, we've been pretty much wanting to let Soom know that we hope their colleague is all right, as someone's health is way more important than any doll, IMO anyway.

So let's all hope that the unwell Soom shipper feels better soon, for everyone's sake!

 

She is free to leave her review, but the people reading the review are allowed to form their own opinion as to whether or not the review seems fair to them. As much as I think Soom has some unreasonably long shipping times, they clearly state up front that dolls can take up to 100 business day to be shipped. As they are still within that time frame, she cannot fault them for not shipping yet because they do state their policies on their website and have not violated their agreement with her. If she had a problem with waiting that long, she should not have ordered the doll.

 

I hope it is ok for me to put this here, and sorry if it isn't and please delete, but they probably stopped answering her, because she was starting to spam the Q&A board. She said in the past month all she was getting was the in a week answer...how many times did she ask to keep hearing that all the time?

It's true they shouldn't have gave that answer if they weren't sure, but maybe they were at the time, every one makes mistakes.

 

What doll did you order jenny?
I've waited 2 months for a soom doll in the past.
I think it's up to the poster to decide what type of feedback they give, whether other people argee with it or not. A review is based on ONE persons experiance. Bad or good.

Soom are a great company but take on too much at times so they get back logged. I can understand being told the doll will ship and then getting nothing is disheartening though.

 

(please don't quote me, or bash me, because it's my opinion, just like yours
is only your opinion)
The best thing would have been to go to the appropriate threads and asked
questions about their shipping before throwing a fit, yes sorry that's what it
was. I do understand being upset and frustrated, but now her posts will be
here forever. It's always good to do some investigating first.
Soom is a very large company and they do things differently than some other
companies where it's "normal" to receive a doll only weeks after purchase.
As others have so kindly pointed out they have a 100 day guarantee and your
order is still within that timeframe.
Since you didn't post your messages to Soom or their actual replies I can only
presume that you were likely already angry with them and their response of no
longer wanting to answer you back was warranted.
If you want anyone to care about a problem the best way to do it is nicely and
yelling at someone who merely answers questions in Q&A probably won't get
you the results you were hoping for, and filing a fraud charge with paypal imo
wasn't appropriate, although others might disagree.
Unless a company has a doll already made for YOU they cannot get it to you any
sooner, and crying foul without knowing their shipping policy and thinking you should
get your order quicker than other customers is wrong and unfair.

In short, just because you don't agree with Sooms shipping policy
doesn't mean they are wrong or bad or were trying to "scam" you.

I've personally ordered 8 MD's from Soom, and have received ALL of them in
what I considered a "timely" manner, this even BEFORE they created their 100
day guarantee.
I will continue to order from Soom because I trust them and love their dolls.
One persons bad experience where only one side is being told wouldn't sway my
opinion.

As for leaving negative feedback/reviews, that is her choice, but the truth is Soom
isn't guilty of anything except perhaps giving her the wrong information about when
her items would ship. But anyone who has ordered from them before knows that
it's a common reply when asking about an order!!
They should have told her to look at their shipping policy, which I don't think anyone
can disagree is a buyers responsibility........you can't just presume you'll receive
your items when you think they should be shipped. Period.
Perhaps if Soom told her that her items would ship within their 100 days she
would have felt better and realized they weren't trying to rip her off and it wouldn't
have gotten to this point.

I really don't understand why there are so many posts agreeing with her, especially
from so many who are Soom customers. Soom has every right to say 100 days,
and for all of my orders I received them WELL before then.
It makes me think of ALL the companies who made people wait almost a whole
YEAR for orders!!!!!! Or companies then completely went UNDER last year!!!!!!!
If you aren't willing to have patience, or blind faith, then this just isn't the hobby
for you. Sorry.

Jenny has every right to be upset that she was expecting her order to ship in
a certain amount of time, and I understand being upset that she wasn't told
outright by Soom to not expect her order before 100 days, which obviously is
only an estimate. But we have to take some responsibility, too, as buyers!!!!!
In this case I have to say that "the customer is NOT always right".

 

Agree completely!!!! I think sometimes people forget that these are actual PEOPLE making
our dolls Not machines. And I'm sure there's a lot of concern and worries in South Korea
right now. Personally I would hate complaining about waiting for a doll to them...
have some compassion and patience and things will work out

 

$abbatha, I think you misunderstand. By making references to the previous MDs and their wait times, we're trying to reassure Jenny that Soom is not out to scam her. While it may be true that one cannot accurately compare waiting time for MDs with a doll from another line, the fact remains that when Jenny agreed to buy, she also agreed to Soom's terms of 100 business days. I mentioned the previous MDs of Glot/Glati to show that even though Soom took longer than 6 months to ship, the fact is that they did ship and most of us found the dolls worth the wait. In Jenny's case, Soom has not exceeded their deadline yet.

I don't think it's a question of whether Jenny has the right to post a negative review or not. That's entirely up to her, but most of us who posted after Jenny have bought from Soom (and are probably still buying from Soom), and we're just trying to reassure her that Soom will eventually ship her doll.

Lula78, I think the Soom customers were probably concerned with Soom's alleged lack of response. I for one was surprised when I read that Soom was ignoring Jenny's posts on the Q&A. But Harpy's comment does shed some light on the situation.

 

You'd be surprised at the number of people who have no idea Soom's 100 day guarantee exists. I've been in several Soom waiting rooms, and somebody has to bring it up every time. I'm not saying it's a good or bad thing. Personally I believe in doing some research on any company (including wait times) before buying.

As somebody who's bought dolls before and after Soom implemented the 100 day guarantee, I must say I've never been let down by them. The employees are almost painfully polite, and are quick to solve any issues I might have.

 

Exactly. Some dolls come with agonizingly long wait times. If this member would like to leave ONE SINGLE review in the Soom thread with factual negative impressions of Soom's customer service, that would be fine.