Update on page 3- Resolved, they're sending a replacement part Update on page 2- They responded! I am so angry right now. I got home and opened my boy last night, dressed him and everything. I admit I didn't check him over very closely last night. Just now I undressed him because we were going to hot glue suede his joints and my husband noticed a crack above his knee. He moved the leg gently, and a piece came off. I have had him out of the box for less than 24 hours and have been handling him very gently. We looked closely at the break and it appears that there was an imperfection in the casting that allowed a crack to form. My husband is working on repairing him right now with cyanocrylate glue but I am not happy. If I complain to Dream of Doll, will they replace the broken part? Will they ask me to send the whole doll back just to replace a broken part? Because I don't know if that's a hassle I want to deal with, packaging him up, shipping to Korea to replace his thigh. Urgh.
Holy cow O_O that's a HUGE chunk!! Make contact with DoD right away!! I'm not sure what they'll do with your case, but I've read some stories where people in the past had some defect in the doll and DoD fixed it. But you should have a really strong case since you just got him yesterday o.O.
awww ohmigod!!! That's horrible, I would be pissed too. I would definetly contact DoD and make them replace at least the part. I've never had to send a doll back so I don't know if they make you send the whole thing... but bad DoD bad bad bad Go medieval on there asses! hehe
I just sent them an email with those pics attached. I told them I don't want to send the whole doll back, I just want a replacement part. I hope they respond...
Eep, that's so sad! From what I've read, DoD is awesome with customer service when things like this happen. ^_^ You should have a whole boy soon enough! Chances are they'll just ask you to send them the broken part. In the mean time, make him a cast or some cute socks to cover up his wound.
Wow, never seen something like that before. I've always heard that DoD replaces parts if they break- which I haven't heard too much of that happening anyway but they've seemed to always replace them. I hope you hear from them soon. :3
Hotdamn! That is a BIG piece! o_o;; I really hope you can get him fixed/ DOD sends a replacement leg.
Wow--that's awful. But not unheard of: When my Shall arrived, she had a huge chip in her left ankle. Now, i didn't contact DoD because it's not really affecting how that joint operates, but i'd recommend that you do. DoD is usually really helpful with things like this. I'm mostly commenting because this is not the first time that DoDs have cracked/been cracked very soon after arrival. Something about their resin?
That's terrible, and it's just like the Volks SD10 knee crack! I hope DoD are willing to do more about it then Volks. Good luck!
when my girl first got here her spare hand part broke where the string to attach to the arm was. the little bit that holds the string/s hook. i emaild them right then and got a message that they would send me a new spare hand and only pay $18 for shipping. i decided not to since i never change her hands but they were real nice about it. they only asked me 2 questions: what type hand and right or left? ^_^ they are always so nice when you email them. im sure they will take care of his leg for you ^_^
Well we got the piece glued back on and sanded but the break is still pretty visible. >.< It'll do for now but I'd rather have an unbroken leg, obviously. I figure I'll get a response from DoD tomorrow, I'm not sure what time it is there now.
Not to further alarm you, but when St. James ordered a doll from them, they sent the wrong doll (an oversimplification). They made us pay to send the doll back and charged us shipping to send the correct doll even though it was their mistake. DoD didn't seem to see any problem with this and it was not negotiable. Either we paid or we had to keep the wrong doll. Their customer service seems to range from awesome to horrible, I hope you luck out and they just send you a new leg without asking for your whole doll back.
Omg I'm so sorry for you... Something like that happened with a brazilian friend and her Camine. He came with a horrible crack along his leg (no, not the parting line, a REAL crack) and the bad mixing of his resin, leave white lines on his face (she took of all the make, all the MSC and the lines still were there). She contacted DOD about it, mostly about the leg, because she does wonderful make ups, and she could hide the lines on his face with blushing. So, several monthas later she received the new leg from them. Another similar story: two friends here in Brazil split a Bee-A and a Tender Too. About a week after they arrival, the Bee-A's left hand simply felt from her arm because the little and fragile piece of resin that holds the S hook cracked. The same thing was about to happen on her right hand. So they contacted DOD and they replaced the Bee-A's hands. So, send them e-mails almost daily, because they receive LOTS of emails everyday, so they can't forget about you. When you send it, send this pics you've showed us. And when they send the replacement piece to you, they will do that by airmail, so it will take about a month. Good luck! Hope your boy can be fixed soon, because he is gorgeous ^_~ Oh, and sorry my awful english...
That is atrocious, if the company made a mistake and sent the completely wrong doll to you I'm shocked they would make YOU pay for shipping to send it back, much less shipping for the other doll as well!! That would certainly make me think twice about getting involved w/ dealings with them. Reshana, I REALLY hope they treat you decently and just send you a replacement piece
I have my DoC Tender Yen for more than a year now, and he is my baby, my first doll, and I will never regret of adopted him, because he is so perfect... Seriously, all my other friends that received their DOD dolls after me had problems. Ayame came about 3 months before the DOT's release... Since that, DOD are doing so many mistakes... I don't want another doll from them just because that bad reputation... For us in Brazil is very hard to buy a doll, they cost more than the double price for us. So, how do you thinh we fell when you look you expensive and most wanted doll is cracked/wrong/stained... I totally agree with you on that .___.
Like I said, their service ranges from awesome to horrible. So they have 100 transactions that are flawless, then a horrible one...then another 100 great ones...etc. I know there are other customers that have had negative dealings with them, luckily the bad transactions aren't the majority. Dandansama-I'm sorry to hear about all the trouble your friends have had with DOD! And don't worry about your English, it's fine!
DOD actually sent me two Camines when I'd only ordered one. I emailed them and let them know and also said I wouldn't be willing to pay postage and shipping to return one doll. They were quite willing to reimburse me for the p&s costs. As soon as they got the doll back, they paid me the costs involved in sending him back. I think if you make it clear you don't want to pay to ship the doll/part back, they will be willing to cover whatever the costs are. I really had no problem dealing with DOD at all, so I hope you have the same good experience with their customer service.
In your case, the extra doll was worth more than paying for one-way shipping, so of course they reimbursed you. In our case DoD would be losing money on paying for one doll to be sent to the US, sent back to Korea and replaced and then reshipped, so they refused to pay us back. But this is getting OT. Reshana- I'm sure you'll have better luck with DoD since you only need a part replaced and not a whole doll!
How horrible ; ; These stories I hear make me not want to ever buy a DoD doll again. I hate bad customer service! And it will be really infuriating if they make you pay shipping costs.
Keep us updated on this! I'm also in the middle of a bit of a hassle-issue with DoD. There were a couple wigs missing from the group order I organized in January, and I've eMailed them repeatedly about it (three times now, I've been giving them a week after each attempt, then trying again), but haven't gotten a response yet. >_<* I've used both the form on their site and a manual eMail, but no luck. SO please, if you do get a response, let us know how you did it!
Dandansama- I am so sorry to hear that! I imagine too you have custom fees, which just compounds the problem when having to receive multiple packages or having to send things back and forth too Such a shame, and yes, I definitely don't blame you either. Reshana-Did you pay by paypal? If so, do you think in the event they do not get back to you can you file a claim?
I'm so sorry that happened! But really, DOD has excellent customer service and a very friendly staff. Remember, every company has had problems. DOD catches a lot more grief than most, but deals with it. Luts has had their share of resin issues, cracks, chips, wrong dolls, and such. But they also deal with it and move on. i-Chan
DoD was really nice when my girls faceup came off after less than a week. They had me send her back, reinbursded my shipping, then repainted her face and sent her back ^_^ it did take a bit of time, but they were very nice about it
my boy's hands are different resin, I swear.. one hand is nice and matte and the other is downright shiny. I guess it's not that big of a deal but I just thought it was strange. It's not that big of a deal for me to email them about but it really does show you the difference in batches of resin I suppose.
aikssss how come that happened scary crack T_T i think you should call to DOD faster i think better more if u have korean friend to call dod in korea uhuhuhu lucky my hoo its ok T_T
this sounds awful. I would reckon u contact DoD for a replacement. Really sometimes the customer services are plain awful
i second the suggestion to email them often. i have had two transactions with them, once in helping mizunoseiryuu's husband order her Sha and Lahoo and once purchasing my own Camine. the order for the Sha and Lahoo... i had so much trouble hearing back from them, and didn't get a shipping notice until the day the dolls arrived. >.< with my Camine, i was startled at how quickly i heard back from them about EVERYTHING, including how quickly he shipped! on the other hand, in non-order-related circumstances, the communication was excellent. so keep trying! in their FAQ they state that for broken parts they will ask that you ship the part back and they will send a replacement, so you shouldn't have to send the whole doll, just the broken thigh.
Oh man, what a freaky ordeal. I also agree with the emailing thing, but from my experience they tend not to reply all that fast, if at all. *will now earch Grendel a billion times over looking for cracks and chips*
I just got this email from Dream of Doll! Now I'm trying to decide whether to send the part back or ask them if I can buy a new part so I can avoid the whole hassle of shipping it to Korea and waiting while he hops around on one leg. But I'm glad they responded so quickly!
It's a hassle but if you want the resin to match it would be best if you did send them the broken leg.
I just sent this response- I know, I probably should take them up on the matching thing. But I can't imagine that the skin tone could be that different a month later. If I was home it wouldn't as much of a hassle but we're back out on the road again after picking him up.
could you possibly rebreak off the small piece and send it in? (stupid question maybe) but it would cut down on shipping costs, you'd still have SOME functionality (is that a word) of the leg, and they may be able to match the resin off of that.
Hmm, actually I was thinking that maybe I could send them one of the extra hands that I never plan on using (promise hand) for matching purposes. I know that one of the reasons they want the leg is so they know I'm not trying to con a extra piece for free and that's fine. I'm wiling to pay for a new one so that I don't have to send the broken one, the money is worth not having to wait another month to enjoy my new boy.
omg i hope DOD replaces the leg! now i'm worried on my friend's homme ducan who is going to be here.. soon.. i hope reshana>> hey good idea!
Now I'm really worried about my boy!! He just came last Saturday, so I've only had him a week. Nothing SEEMS to be wrong with him, but I haven't really checked for any cracks yet. Soon as I get home I'm definately going to... ._. I hope everything works out for you, that's a horrible thing to have happen!! T-T
Oh, wow. I never had any idea about anything like this ever happening! I hope that everything works out best for you in the end. They seem to be very cooperative right now, though. :3
I was wondering the same thing, you could still somewhat play with him too while waiting perhaps? I'm glad you got a response in a timely manner from them!
Ok, I talked to DoD again and I am sending them his extra hand for matching. I don't have to pay for the new leg either, so everything is fine, yay.
