Dollfair Feedback (ALL)

I'm editing my feedback as I have finally finished all transactions with Dollfair, for good.
I would say the service offered by Dollfair for narindolls at best is atrocious.Fast to take your money, Quick to Avoid communications after.
Communications were pathetic.
No, it wasnt in spam mail either.
No, she wasnt away travelling, she was here posting advertising on the forum.

People came on the forum to seek for answers on the discussion page
and had to trawled through pages after pages just to find answers.
How difficult i wonder is it to setup a mailing list to customers for updates.

My first doll was ordered on Xmas eve 2007. I went on to order more dolls and heads.
I had issues with my narin dolls in addition to a 4 month delay to which no answers
were given until much later on when people on the forum pressed for it.

I also had the feeling because she relies on a korean interpreter,
every question eats into her business as she has to pay fees therefore so many of us here on the feedback
forum did not get the answers we required.

Delays are inevitable but not being told why until much later on not acceptable.
ignoring of emails for weeks! and when finally confronted, a "she didnt have the answer" so no reply is simply not acceptable. not when you have spent usd$1-2 K!

In fact the way my transactions were handled has caused me to sell almost all the narindolls I have bought because of the unprofessional way it was handled. It leaves a bad aftertaste.

Promises that it would be shipped directly from korea instead of korea to usa back to UK
just conveniently "forgotten" and packages came from usa.

Problems were never really handled well and it was really the money and sales and you're basically
chasing for problem solving and communications after paying a good few thousands.

I love supiadolls but because dollfair was the agent I decided never again to let them have mymoney
and was glad to find another agent for supiadolls.

Joan from dollfair was the only saving grace but she was hired in the midst of resin shortage and had no answers
and unfortunately had to take directions from owner of Dollfair.
I also resented that their communications were so poor as echoed by many of us here, with no email responses for weeks on ends, that she now blamed it on her own customers, saying customers wanted a 24 hour service and now needed to increase the price.
I dont need 24 hr customer service, i need a reply in at least under a week esp if i see the company active on this board and posting and never replying to my mails

if you research on the dolls they carry on DOA, you can see ongoing problems they fail to solve (example) limhwa (resin with uneven lumps) ..

customer BEWARE
i would never buy from them ever again.

 

This is a great idea! I'm really glad someone's posted this cos it would have been nice to find this before I'd ordered This is an edited version of the review I posted on my DA account already, so some of you may have already seen it.


The Company
I ordered my Narin from Dollfair because it seemed to be the easiest, english speaking method that took paypal. I've dealt with plenty of Korean companies direct, but I've found if there's an english speaking option, it's often easier to take it just for convienience's sake really. That, and their website didn't do any of the ridiculous "ordering period" milarky that some of the others pull and it was nicely laid out and easy to understand. I paid, all was well, I got payment confirmation the next day, so he officially went on order December 12th 2007.

Then the waiting began! The website claims a 4-6 week wait, I ALWAYS take website listings with a pinch of salt, so I estimated more like 8-9 weeks and settled in.

Seven weeks passed and I hadn't heard anything, so I mailed Catrina and asked what was happening. She told me the order was "being made" and that "sometimes patience is required because they make the dolls each by hand." This was fine, but did rather tell me that Dollfair never had expected the dolls to arrive in the order period listed on the website. I figure Christmas holidays probably slowed it up, fair enough.

I waited another 10 days. This is now the end of January 2008. I mailed Catrina again asking for an update as she said I could do in her last mail. Got no reply.

I waited until Feb 12th 2008, this was now 2 months since order confirmation and COMFORTABLY outside the both the website's and my estimated shipping times. I mailed Catrina through the website again and this time got a swift reply saying that mine was at the top of the order that was being processed, and that the dolls were being shipped from Korea direct to save time. She also said I should keep an eye on the website where the news of the shipping times would be posted soon.

I waited...and waited...that front page never changed. By now I was starting to get annoyed. It was OVER 3 months since order confirmation, I understand delays because of Christmas and Chinese New Year, fair enough, but at least TELL me what's going on! I mailed Catrina again and was finally told that a french resin shortage affecting all of the BJD companies in Korea had been caused by someone forgetting to restock after the holidays. Catrina also apologised for the delay and assured me that Narin were doing everything they could to get back on schedule.

Now, I find it incredibly hard to believe that Dollfair didn't know about this long before they finally had no option but to tell me and the many others in the orders affected. I really can't help thinking that we'd all have dealt with the wait far better had we actually been informed of the reason for the delay instead of constantly being told to be patient! Patience I can do, but you do have to give me a valid reason why the doll I paid over $500 for is not in my hands after 3 months of waiting when the shipping esitimate was 4-6 weeks on the website.

In the end, the doll arrived without my ever having had a shipping notice. It just turned up, out of the blue, on the 26th March 2008.

The Doll
Firstly, I will say that he genuinely is a work of art! The faceplate is GORGEOUS, truely a beautiful thing to behold and it even looked like my character before I painted it which is a BIG plus. The resin quality is beautiful and the casting practically seamless (mine wasn't sanded).

His body has a fantastic torso joint that allows for GREAT posing, his hands and feet are lovely little works of art, he can even touch his own face! *joy* THEN we come to the knees.

Narin implemented a new "invisible string" knee joint and mine happened to be in the first batch of these released. Now, this joint would appear to be, frankly, useless. It only allows you a movement of 90 degrees, meaning that they're all unable to sit on their heels or sit cross legged, the standing posing is also limited because the stringless joint consists of a resin ball with two prongs that go up in to the thigh and down into the shin, making the joint very weak and some of the first batch to be sent out actually snapped the resin shaft within days. It has also meant that the legs below the knee are often floppy and very loose because the resin hooks lack the strength to take a tight stringing. This weakness has been put down to a "casting error" by Narin and Dollfair and will apparently be rectified in later orders.

This joint is a MASSIVE problem for me as posability was why I wanted a narin. Following discussions between Catrina and Narin, I have been offered a replacement set of legs with the OLD knee joint instead. These are apparently being shipped shipped direct from Narin, but I have heard nothing since being told that by Catrina on the 8th April. I will edit this with any resolution when I have news.

Conclusion:
Dollfair -
Yes, the delays were totally out of Dollfair's control and were understandable, but the complete lack of communication between Dollfair and the buyers over the resin shortage issue was, for me, unacceptable.

I honestly have nothing against Catrina, she clearly was dealing with a difficult situation, and has done her level best to get the issues fixed, but not telling us of a delay that had a perfectly valid reason left a very bad taste in my mouth. There is only so long you can tell people to be patient without any kind of explanation and that time passed somewhere around 2 months in.

My total wait time was about 3 and a half months.

Would I go back to Dollfair? No. The entire sorry and as yet still unrectified debacle has killed any desire I had to return, regardless of how well Catrina has dealt with it.

The doll:
Beautiful, a work of art, WHY in heaven's name did they bother with an utterly useless and uncessary re-design that robbed functionality for the sake of aesthetics.

 

I ordered in 1 doll Jan 22nd (is part of order #64) and another Feb 12 (part of order #65) . The only status I'm aware of is "in production".

The good: I was very excited about getting Narae
The bad: I've waited so long now that I'm quite indifferent

 

I got my N-doll Miru and Supia Roda last year about the same time from Dollfair. They are both very beautiful and in perfect condition, I love them very much and Dollfair has no doubt very good after sale services. I'm so tempted to Narae classic but I can't make up my mind not because the issue of new joints I believe it can be fixed but I had experienced a hard time communicating with Dollfair before decided to shell out the money. I'd tried to reach them for over half a month to no avail but as I wanted the dolls so badly I went straight to order my Miru, just a few mins after done with the order I got a thank you note from Dollfair. I understand there's only one or two persons to handle all the inquiries, I was not expecting quick responds but I don't think anyone would like to be ignored. Other than that, I have no complaints. It's my own experience with them.

 

I've ordered two Narae girls from Dollfair/Narin last year. Both girls have the old knee system.

First Narae:
Ordered: 26 April 2007 Arrived: 04 August 2007
I ordered a Narae open-eyed tanning w/ faceup on April 26th 2007.
Same day I shot an email to Dollfair asking to confirm receipt of payment and faceup request.
Same day I received an email back with confirmation from Catrina.
No updates until another member here started pressing for info here on the board (she was in the same order as me).
Mid-July we get update here on the board that dolls have arrived at customs.
Dolls were held up at customs for a couple of weeks.
Catrina updated here on the board and contacted officials at customs.
Doll Arrived August 04, 2007.

Conclusion: Doll was spectacular with lovely basic line face up. Resin was beautiful and doll tightly stung and stood right out of the box.
I wish Dollfair would update their website and change the 4-6 week waiting time to 8+ weeks waiting time to reflect the more realistic waiting times. Not including the hold up in customs, the doll wait was much longer than 4-6 weeks.

Second Doll:
Ordered: 31 July 2007 Arrived: 24 October 2007

Ordered a Heartbreak tanning Narae without faceup on July 31st.
This time I didn't email for confirmation.
No updates on website.
Arrived on October 24th 2007.

Conclusion: Doll was loosely strung and I found it difficult to get her to stand.
I noticed the resin was much lighter and creamier than my first narae.
Narae changed the tanning color to darker just recently, but mine was lighter than my first girl and I had ordered & received her before the change was ever mentioned. At first I thought they had sent me the golden beige by mistake, but she has absolutely no yellow undertones. I kept her anyway because I liked the lighter color better.
Again the wait was longer than the 4-6 weeks mention time. The wait is more like 8 weeks at best.

No one is asking for 24/7 grocery-store service. We would just like our email(s) answered in a timely manner and updates every now and then especially after two to three months have passed and no doll. Unfortunately, emails are sometimes never answered and customers have to come to DOA to find out information. This is not something new as I've seen in the older discussion threads and was aware of the lack of inconsistent customer service before I purchased my doll. Even though I love my Narae girls, and my particular email did get answered in record time, the lack of updates on their website and the fact that customers have to come here to press for some kind of response and the curtness of some people's responses to these queries makes Dollfair look inconsistent and unprofessional. Also, blaming "newbies" for "demanding" 24/7 customer service and blaming them for the price increase is unfair and unprofessional. Customers are not asking for the exaggerated 24/7 customer service; they just want what is fair and not to be ignored when they ask a legitimate question in regards to their order.

 

I ordered my first Narae in Dec 20, 2007. Narin sent out in April 16, 2008 and I received on April 18.

I emailed dollfair at the end of January and tried to find the status of my order. They said “my order is soon to arrive” but I received her after two months. I never see an update of my order on dollfair official website. I think I know nothing (French resin shortage and problems of new knee joint) if I don’t go to Narin/Narae thread on DoA. I know dollfair can’t estimate our waiting time but at least they have to give us some updates and the status of our orders. I expect to wait for my Narae about two months because Dollfair’s website stated that they receive shipments in 4-6 weeks.

Finally my Narae arrived in April but she came with a lot of problems.

1) I saw two different color/skintones/materials from her lower torso and leg.
2) Loosely left foot. I can’t hold her left foot and she can’t stand perfectly.
3) A scratch on her headback
4) Sorry, I don’t know how to describe this problem clearly so I just post a picture.


I emailed Dollfair about these problems and asked for refund on Apr 18. Cartina replied my email and she said she will work to get a replacement for me.
I asked her more details about the replacement (When and How?) but she hasn’t replied yet.

status: Cartina will have a replacement for my Narae and I'm still waiting now.

Btw, I read a lot of comments about the customer support on the other threads. I don't think people expect to have 24/7 customer support and at least reply the email in 3-5 business days. We all can wait if the doll is worth to wait. I waited for my first bjd for more than 4 months in few years ago and i have no complaint on it.

 

Catrina is a doll to work with beleive me she will go out of her way for you perhaps she is just busy.. You can try posting on ZONE OF ZEN as she is on the boards a bit there


Wish you luck but beleive me she will give you her attention and make everything right if she can..

Luck you get this all clearned up soon

 

I have ordered two Narae dolls, Two Limhwa dolls, and three Supia Babies from Dollfair, communication from Catrina was always very good, relatively prompt, and customer service was always excellent. Yes, sometimes messages would go unanswered, but if I couldn't find the answer on my own, I just re-mailed the question. Perhaps a better updated site and a bit more attention to emails is suggested, but overall I have been 100% satisfied with my buying experience and wouldn't hesitate to buy again or refer others to Dollfair.

 

I have ordered 4 dolls from Dollfair and only my Limwha had a problem, but that was resolved quickly and Catrina was always polite and pleasant with me. For all the newbies coming into the hobby if you are impatient and don't read everything and jump in too quickly you will be disappointed a LOT of times with this hobby. This type of hobby requires PATIENCE which seems a lot of people are starting to lack having. So many people were ordering Narin's and Narae's that you quickly forget it starts to take even LONGER for the orders to go thru, wire the money and then the wait starts when they actually make the doll itself not including face painting by the artist which is 1 person at a time per faceplate. French Resin shortage was the HUGE problem and maybe too many orders at once also, but I have my doll and I am 1 happy customer. The only downside is that since so many new collectors want 24/7 customer service like credit card companies have the PRICE is going to go up for Narin and Narae dolls, which I am NOT HAPPY about, but if it pleases everyone else then it's a price everyone will have to pay. Oh and my Narin came with 2 extra joints incase the one's he has break, so everyone that has the new knee joint check your purple box he or she came with for them, they are in there.

 

I was very displeased with my order from Dollfair.

I ordered two dolls from Dollfair, and Narin and Narae without face ups last year. I ordered them November 16th and never got an order or payment confirmation from them, and it WAS NOT that any emails had been blocked by my address, none were sent to me.

I tried to email them FOUR times at different email addresses I was given and with separate email addresses I have to ensure they weren't just getting lost. I only got ONE reply, and that was only when I was beginning to get upset with them and voiced it, they asked for my order number(which I had to get from my Paypal, there weren't any sorts of emails that let me know even what my order number was), which I replied to with the information and NEVER got another reply. I resent the information twice and still never got any information. It wasn't an issue of them not replying within a certain amount of time, THEY JUST NEVER REPLIED TO ME.

I received the dolls February 13th. I recieved no updates in the amount of time I was waiting, and none of my questions answered by them. The wait on their website said 4-6 weeks, and I was expecting something closer to that, especially since the dolls I ordered did not have to have face ups.
The order that was to be received before Christmas went in November 11th, I only ordered 5 days after that so I wasn't expecting to have to wait two extra months. Not only that, but Dollfair asked Narin doll to ship my order, and the next order to her at the same time, delaying the order my dolls were in.

The dolls arrived to me just fine, and they're nice dolls and everything, but I was not at all happy with Dollfair's service. I personally would avoid ordering from them in the future.

 

Dollfair has caused me a great deal of frustration. In good faith I was part of the first Narin doll order and I chose a BW Narae 60 because I already had normal dolls and I wanted 1 BW.

My first disappointment in the product was that for an expensive doll there were obvious seam lines. I asked if I could send her back to be sanded and my requested was rejected.

Since then seam sanding is available for an extra fee (which I would have paid) because I was probably not the only one complaining.

Nothing I could say or do would remedy the situation.
I was accused of being unreasonable.

Well I just started covering her body with leggings and clothing to hide the unsightly seams.

Less then a year later I noticed yellowing of my BW Narae. She was my only BW doll and I wanted her to stay White.

I again contacted dollfair and was told that it was my fault that i did not seal her with some sealer solution. When I purchased her I was not told that this would happen.

Dollfair once again was not knowledgeable about the product they were selling.
First the seams which they eventually corrected not for me though and now the french resin yellowing.

I asked that my doll be whitened or sent back for replacement and once again I was treated negatively.

Other people were experiencing the same problem because there were long threads about the problem. People were using dangerous acids and solutions to try to whiten their dolls.


I would not jeopardize my health working with such caustic materials,

Sound business practice is to recall and replace a faulty product.

I will never do business with Dollfair again because I was treated very poorly as a customer and their product has a resin yellowing problem. They have switched to urethane because of this problem but IT IS TOO LATE FOR MY DOLL.

 

Figured I would weigh in here...

I was surprised to hear that so many people were having trouble with Dollfair's communication and customer service. My boyfriend ordered me a Limhwa Half-Elf for my birthday (I love him!). My doll was part of the November order. I contacted Dollfair several times over the course of the order (once to ask for some body measurements that weren't on the webpage, a few times to work out faceup details), and my emails were always answered promptly and helpfully. Because of the French resin shortage in Korea, my doll took about four months to arrive. This was a bit disappointing, but I do not believe it was Catrina's or Limhwa's fault. I was pleased with Dollfair's customer service, and would order from them again. Perhaps not a Narin doll, though -- it is troubling to see the problems that some people have been having with the new knee joint -- but I am sure that Catrina and Narin will work hard to straighten this out.

 

I've been following this thread and trying to decide whether or not I should comment...
I ordered a Narae last summer and although she took forever to arrive, she was in perfect shape when she got here. So, no real faults with the doll.
However, practically every email I sent in regards to the order status went unanswered.

 

I have a 60cm pinky white Narae and I am pleased with the doll. However, I was not happy with the customer service I received from Dollfair. Virtually every email went unanswered - even the one saying I wanted to place an order. I had to call her on the phone to get any answer. I put my doll on layaway which required an email notification you want to make a payment so a shopping cart button can be added to your private web page. My emails would go unanswered as well as posts on DoA or other boards.

Updates on the status of the order were nil. I eventually had to resort to every email being sent with a read receipt or delete notice. The excuse that she receives too many emails is unacceptable. I ordered my doll long before Dollfair had a storefront. As an internet only business answering emails should be a priority. Once the doll was shipped to Dollfair from Narin Catrina was very prompt with shipping.

I would love to have a 60cm Mature Narae but I will never order another doll from Dollfair.

 

First sorry for my english, hope you will understand ^^

I was loonking for Narae since a long time, and I took one one 31 december 2007 because of the new "uv cut" resin and new knees.

I had her 3 months later (without having the tracking... just *driiiing* "yes? hello?" "chronopost, I have a package for you" "oO").

5 days after her arrival (she was played just 1 hours and she was in her box all the time), one of her knee broke....I posted it here on DOA and Dollfait worked to give me new ones. As the others says, it was quick for this decision and I like the way they did it.

I received them nearly a month later (and I had to work on my girl to make her stand during this time...). I thank dollfair and Narin for that. BUT one is not working at all, and the other one is not perfect... so I can't perfectly use those replacements...


.....

I just wrote to Dollfair yesterday and I'm waiting a reply, I hope, during next week (I don't mind waiting 1 week, but not 1 month).
EDIT: Dollfair gave me a response very quickly So now I wait, because doing thing take time (hope not much months :/)

EDIT: I just restrung my girl and... broke two others knee parts. So I really think it will be really difficult to restrung those dolls without braking a knee. I just dis another systeme with the broken parts that is working quite well and is hard to break. I can't use replacement knees, so I have to be creative!

So:

I like the way Dollfair stays in touch with the customers, and the way Narin take some good decisions. they were quick to act and that's really a great job. I love my girl, she is just incredible!!! And I don't want to loose this attachment because of the problematics knees.

But I'm not completly happy of this 500$ purchase, because my doll is defective. And I don't think it's normal to make reparations on dolls 5 days after their arrival, or to fear playing with it, because she can loose a knee without any indications.


Now I don't know what to think about that. I will buy from Dollfait in the futur (I want a supia) that's for shure!! and from Narin too, but I think Narin has to work on their dolls, because for me I didn't have a doll here, but a prototype.

 

SUPIA~

The contact With Dollfair was alright during my wait for her,
she was send from Korea directly to me.
The doll is stunning and the quality high.

No problems there.


Jumping off heads problem:
My Supia Roda's head pops off 2 times a week..
and posting this asking if anyone els had this problem Dollfair told me i should have pm'ed them first about this.
(I wasn't even sure if this was a normal problem.. something i was trying to figure out be for stalking them about it.)

Supia simply posted a restringing guide in the threat,
while restringing wasn't really the problem.
It almost feels to me like Dollfair thinks it is normal for 700 dollar dolls heads to pop off
at random.

Now a friendly person send me a pm that she had both a mini supia and a supia with the same problems.
So i know i'm not the only one :/

I simply hope they contact Supia about this and try and fix this problem.
Because the dolls themselves are simply super.

 

This is long overdue, but this wasn't here when I bought my Narin.

I ordered a 60cm LE Narin Tattoo v.1 through Dollfair. Catrina is an outstanding business woman and liason! She communicated with me every step of the way, and allowed me to purchase my boy via layaway. Since he is a limited Narin, a custom face-up was included in his price. I chose to have Kim Kyu Yun bring my boy to life, and Catrina conveyed every detail and photo/image of my vision to the artist beautifully.

My only small complaint is that I paid for seam sanding (because once the tattoo was painted on I would not be able to sand the seams myself) and Narin Creative did not sand all of the seams. Ha ha, I think it may have been a language misunderstanding, because they sanded the seams in the areas of the tattoo. No biggie. My initial concern was met.

Yes, it is normal practice to wait quite a while for Narin/Narae dolls. However, I felt it was well worth the wait. Even with the custom face-up, my boy didn't take any longer to receive than an average Narin order. And he is spectacular. ^_^

 

I just found this thread. I have purchased two Supias, three Limwhas, and a Narae from Dollfair. Each transaction went flawlessly. The thought never occurred to me to e-mail Catrina about my orders because I went into them with the expectation that this is a prolonged venture. The dolls are created in small studios, some in the artist's home, through a labor intensive, time consuming, skilled crafting process. One mishap, such as the shortage of French resin, or inclement weather, can cause extensive delays in the process.

I agree that communication with the customer is an important part of doing business. The customer, too, should have done his research about the product he is buying, and have realistic expectations. Catrina maintains a very visible presence on this and other forums. She makes regular announcements about the progress of orders and possible delays. I knew about the French resin shortage from her posts on this board, and I did not have a doll on order from her at the time. It is clear from the complaints aired here that when problems arise, they are addressed by Dollfair. Replacement parts are sent, even if the wait is prolonged. It must be said that Catrina has no control over the manufacturing process, nor the design process. But it is very clear that she works as a liaison between the artists and the customers to solve the problems.

I have to commend and thank Catrina, too, for encouraging artists. Many dolls have reached our hands thanks to her hard efforts. Notably, she convinced Limwha that there was a large market for her dolls (and the rest is history. . . :-)

I am not a spokesperson for Dollfair. I am a satisfied customer. Were my transactions perfect? In my view, they were in every respect except that I became acquainted with the disappointment of yellowed French resin. Do I hold Catrina accountable for this? No. She does not manufacture the dolls, and, apparently, the artists were not concerned about the yellowing because this is an accepted part of the doll aging to the Asian collectors. Thanks to Catrina, again, the artists, who were initially resistant, agreed to sell the dolls in urethane resin to please the Western collector's doll palate.

Edit: Just saw that this is a company feedback thread I posted in. Some of my comments may not apply, as they are not specific to my transactions and experience with Dollfair. I have decided to leave them stand because I am seeing criticism over things that are considered accepted practice in bjd manufacturer, chiefly manufacturing delays.

 

i have ordered 5 narins/naraes from dollfair - and each transaction was a nightmare.

my first one (ordered 2 years ago) i was told he would arrive in 4-6 weeks and took 14+ weeks WITH NO COMMUNICATION AT ALL about delays.

my second narae was ordered last december and then it wasn't until a good deal into the wait (i think about 10 weeks) i found out that there was a resin shortage - but not from catrina!!! i had to read about it here - she never told me until much later!

then my girl came - with the new knees - and was fine at first, but developed problems quickly, including weak resin (she had scratches in her resin from her hand touching her throat as well a broken ankle from turning the foot ever so slightly), warped knees - one of with eventually broke. i tried contacting her about replacement knees and at first she was kind and kept telling me over and over again my replacement parts would ship "soon" (the first time i asked about parts was right after i got my girl in march i believe).

i even joined her forum on the new knees - but all my concerns were unanswered and i don't think she took them seriously.

several months past and i didn't get anything and i told her i didn't want the new knees, i wanted the old ones. she said she would get the parts for me, and that was the last i heard from her - about 1.5 months ago.

i have since sold that doll and contacted her about 2.5 weeks ago for an update on the replacement parts - but she never responded.

i have 3 more naraes on order (one from end of march and two from mid april) and i asked that they will be old knees.

i didn't hear anything about those until 15 WEEKS!!! into the first order i got a message saying they were delayed due to weather, but would ship the next week. (that was at the beginning of last week)

the communication was deplorable. updates are far and few between, and she still tells people it will take 4-6 weeks to get your doll - which it doesn't.

i will never do business with her again because of these problems.

 

I have to say I agree with you. I ordered my first, and I have to admit, only, Narae March 27. I still haven't received my doll, and would honestly just like my money back. I haven't asked, though, and have just decided to sell her. I don't even want her anymore, and don't want to deal with this company again. I understand a wait, but I'm almost at the 4-month mark, which I don't find okay. The dolls are beautiful, but when is enough, enough??

 

i bought 2 dolls from dollfair

blank open eye tanning Narea
which C told me that she has stock in store.
i order her on the 15/11/07 & received her after 8 days!
everything went so smooth & i was very happy with her...

but

when i order my blank urethane limho mono on the 26/11/07, the nightmare started.
c told me that he would be ready by late dec or early jan so i waited n waited..
as time passed when i don't received the doll, i started to emailed her but there's no reply until i start posting my question on DOA then she replied promptly telling me there's shortage of resin in korea blah blah blah...

i finally received mono on the 12/2 but to my horror his cast is in really bad shape (compare to narea)
skip the body parts which still can be fix but the eye hole, mouth & face plate are uneven all over..
when i complaint to c which very hard to get her to reply my mail...
she then explained to me it's normal because i bought the mono without face up so the cast should be rough, i just need to send them myself blah blah blah all the shxt ....

although after many rounds of complains, she finally gave in n ask me to send limho back to her n she'll see "WHETHER" she can fix it!!
which means no promise at all.

i never sent my boy back to her.. who knows how long do i need to wait for him to be back home again..

i really love dollfair's dolls but i need to think twice before ordering another frm c again.

 

I ordered my Doll on 19 May 2008. She arrived today 30 July 2008.

(That's 8-9 weeks, 4-6 weeks from the time it hit Narindoll) This is totally acceptable to me.

A total of 12 emails have been passed between us. All emails were answered within 48 hours, and there were 4 emails that were sent to keep me up to date with news, and to ask questions rather than assume.

Catrina and Joan have been polite and very helpful.

The doll received was in perfect condition, and had been checked by Dollfair. It was very carefully packaged, and hands were carefully covered in special packaging to ensure that they would get no damage.

The doll came with a default wig and eyes - both of good quality.

In addition, a pair of old knee replacements for the doll I bought from DarkMothFlame were included in the package. They are a good match in colouring, and in perfect condition. They were individually packaged.

I would have no problem in recommending Dollfair to others.

In addition, I would say that the Narae and Narin dolls are the most beautiful that I've ever seen.

Asneth

 

I purchased my first Narin dolls directly from Bimong. The wait was long but he was most kind and sent extra eyes and wigs for my patience.
I have ordered more faces from dollfair and in the beginning the communication was very good. Catrina was quick to respond.
My last order (and I do my my LAST order) was for the heart break face with face-up by Kim Kyu Yun. My wait was long ( so were the other waits- but I did't mind that.) What I mind is lack of communication. This time it would take two to three emails before I got a response and not from Catrina.
Finally, the heartbreak face arrived and the paint was smeared, it was not the heartbreak face, certainly not done by a professional like Kim Kyu Yun and the skin color was not the white of my dolls and other faces. I sent pictures of the face to them, explained the problems and have been put off for 2 months now. I am sending the face to a friend to repaint (which I will pay for) and hope the difference in the white skin is not too noticable. This is my last purchase from dollfair - and I love the Narin dolls - just beautiful but the company (recently sold out, I am told) is not being run well. So sad!
Great doll, poor management and poor communication.

 

I have never ordered a full doll from Dollfair. But I have ordered a 60cm Mature Narae faceplate, blank, directly from Dollfair. My initial thought was, because I ordered a blank faceplate, it would arrive before the other orders of complete dolls. Well, I received no updates about the status of my order, in fact I wasn't even sure what order number I was in.

I have ordered a painted head from another company, and that was a 2 week wait. I ordered a body from a different company before, and that was something like a ridiculous 8 day order-to-doorstep wait. But my unpainted single faceplate from Dollfair was about a 2-3 month wait. Months...for a blank doll head? Well it wasn't until later that I learned that Catrina waits until every single doll from the order was in from Korea before she ships them out to the customers. So I waited the same amount of time for my single blank head as someone waited for a painted, sanded full doll.

Is the head beautiful? Yes. But do I want to order from Dollfair again? No, but I don't really seem to have a choice since I want a supia in tan. I have since emailed Dollfair questions about the Supia orders, and now there seems to be a customer service rep who is very good at responding to questions. So I will order a Supia, and I anticipate to wait probaby a good 5 months, since that is what the tan limwha order wait time is up to. But if I do decide I want a Narin doll...I'm going to be looking for one second hand.

 

Hi there,

I would like to share some feedback on Dollfair and Narin as well.


Octobre 23th I received my Narin Charisma from Dollfair.
I was very happy he arrived, because there is always a very long waiting period for these dolls. But when you order these kind of dolls, you just have to take that into account

But when I opened the box I was very disappointed to find out that the head of my boy was damaged.
It had quite deep cuts (pits?) in the face around the mouth and on the chin (and some tiny ones above the eyerbrows which I didn't photograph). The damage looked a bit like tiny holes which can occur if you drop something sharp and somewhat heavy (for example a doorkey) on it.
I am not saying that this happened, but it kinda looks like that. They didn't look like air bubbles which you can sometimes find in resin.

Anyway, you can see it for yourself. Here are some photos of the damage:
The pics are a bit big, but it was hard to take good photographs with bad light back then. Had to change the contrast a bit.




The wig was also damaged. Not that it is THAt big of an issue, but we pay for it, right? so we expect a perfect wig to be send together with the doll. Not a wig that has been torned on the inside of the wig cap, and with hair that looks like it has been burned off partly.




So after receiving my doll I immediately emailed Dollfair about this.
They kindly replied the same day that they would email Narin about it.
Three days later (because it was weekend) I received another update (again) that they would contact Korea about it.

After that I waited around 2 weeks (the 16th of november) and questioned them if Narin had send them some information. Dollfair replied that they still didn't hear from Narin (which in my opinion sounds like very bad service from Narin if they don't even reply to their dealers after 2 weeks)...

I emailed again the 19th of december (a month later!), and Dollfair told me now that Narin couldn't open the photos. Which kinda sounds to me like bullsh*t. Can't help it, but we are now two months further and still no real reply from Narin?

I trust Dollfair to be honest about this. In that case Narin is really showing bad service. But it's typical that this is taking so much time.

Actually, even though I have now modded my boy, I still feel I should have gotten a replacement. His chin is different now, and it's just not done to pay so much for your doll and then get a damaged head. I want my doll to look like the mold I bought, not a mold I had to mod quite heavily in order to get rid of the damage. His chin is a bit too round now.

I will post updates about this issue. Hopefully Narin will be kind enough to reply.

Annother feedback on Dollfair:
I ordered another doll with Dollfair for a friend of mine. A Supia Rosa.
She was ordered the 20th of octobre. Dollfair let me know that she would last minute be part of the current pre-order.
So I waited, and the 5th of december (almost 1,5 months later) I asked them if there was any news about the order.
Dollfair apologized and now told me that the doll was not part of this pre-order. So she will be hopefully part of the next pre-order.

I think they should at least have emailed about this, instead of only replying when I email them about the order status. I don't mind waiting, but I do mind when information is not provided.

I find communication a bit hard with Dollfair. Especially if it comes to updating. They only reply when you ask them something. Of course it is a good thing that they reply fast, but they lack in telling people the information which they always promise to provide when they know more.
It's a standard scentence they use in emails:
As soon as we receive any information, we will notify you.
But they've never done that so far. This is my third order with them, and it has been like this with every order until now.

Will keep you updated

 

11/4/08:
I ordered a Narin head with custom face up from Dollfair. This order was promised to arrive by Christmas and was supposed to be a Christmas gift. The head did arrived on 12/19/08, but I received a blank head not the custom face up I had requested and paid for.

I immediately emailed Dollfair about this on 12/19/08 and was told that they would contact Narin Co. in Korea for me. They apologized and said they would handle it and expected to have a reply in a few days. Eleven days later, after hearing nothing, I emailed Dollfair again and on 12/30/08 Dollfair replied telling me Narin Co. took time off due to the holidays but they expected to hear from them that day. Later I was asked to send photos of the blank head that I received. I did so and was told on 1/2/09 they would be forwarded to Narin Co. in Korea. I was told Narin Co. would send me the head with face up I ordered and paid for. But then I never heard back from Dollfair. I was left hanging, wondering if Narin Co. was indeed going to send the head or not. What did they say about the photos? I don't know and was never told.

No head arrived. I was never told how long it would take if they were going to replace it. So again on 1/25/09 I had to email Dollfair to find out about the head. I was told that they had just received an email from Narin Co. that possibly mentioned the word "head" but it needed to be sent to the translator. After that I never heard back from them. It's been a week now and nothing.

I have tried to be patient and understanding throughout this process but I feel like Dollfair has been very unfair to me! It's not good business to say you will have a reply then never contact the buyer. That's how this process has gone. Dollfair tells me they will handle things and as soon as they hear anything they will keep me updated but then they never do. So I am once again forced to email them to find out what is happening. Joan has been very good in replying to my emails and always polite and apologetic but I feel like nothing happens unless I initiate contact.

In fact, I was never told for certain that I would get the new head. I was left to assume so, but then when so much time has gone by with no communication it leaves me wondering and uncertain about the outcome.

I understand that some things are out of Dollfair's control but communication with customers is not. I feel this is bad service to be left hanging so often. I'm waiting on the final resolution of this error and will update this post when that happens.

Edited update:

2/17/09:
I received this group email sent to those who were in order #76 the one sent in well after my original order #75, which means that no priority was given to fixing their error in sending me a head without the face up I'd ordered and paid for in Nov. '08:

"This notice is to inform you that we received word from Narin in Korea that they are finishing the facepainting this week. Then the group order will be shipped to us in Ohio for repackaging next week. We all apologize for the delay. We will email you with tracking information. Thank you for your business and your patience. Again, we are sorry for any inconvenience."

2/28/09:
The Narin head arrived to me directly from Korea, no tracking number sent. The head arrived with poorly applied eyelashes and a nice but very basic face up, not the #30 face up with sight modification that I ordered. He had no Narin Co. ID plate on the back of his head and no tooth part. I emailed Dollfair to ask if the missing tooth part was normal. At that point I hadn't noticed the missing ID plate and decided it wasn't worth the trouble getting one or a new head back! I received a reply that Dollfair would send a tooth part, no response on whether it was normal for Narin Co. to send a replacement without one.

3/9/09:
Tooth part arrives. It is intact and I'm very happy to have it but it does look like a used part, with slight rub to paint and definitely used putty surrounding it, but useable.


* How long did it take to ship?

From start/paying to complete finish/arrival of all parts, it took 4 months. Unacceptable to me.

* Was the quality appropriate for the price, in your opinion?
* Were you satisfied with the product?

On both counts: For the doll, yes. For the face up, definitely not.

* Would you order from this company again?

No.

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

Yes, they are beautiful dolls.

 

I said I would keep people update about my story with Dollfair:

This was from an earlier post of 12-29-2008:

Update - februari 5-2009

After posting this I quickly received answer from Dollfair that they had a response from Narin, and that they will send me a new head and wig for my boy. I was really happy about this of course ^^. I have mailed Df and asked when the head and wig would be send, and of course they didn't know and that Narin was working on it. That was januari 8th. It's already february now and still nothing of course.

Also haven't heard back about the Supia order yet. Only thing told was that she would be part of the next pre-order and would probably be ready around the end of january. Still nothing on that subject. Will mail them again. The doll was ordered back in october.

But there are also positive things about Dollfair that I need to mention.
A while ago I asked them if I could order a limwha teeht part because I lost one and they said they would ask Limwha about it. I created a temp teethpart for the time being and alsmost had forgotten about it, but then I suddenly got an email that the teethpart was there. We negociated about the shipping price, and they were very flexible.It has been send now. So this is great service of course.

Update - 7th of februari:
A day after posting this I have actually received an update from Dollfair about the Supia doll. She will be completed around the third week of february and send shortly after. I am very happy with this information. Thnx Joan

 

Dear Nancy,
My heart is literally beating like crazy. I do not understand your posts. Here is a copy of one the emails I have sent you that you have attached answers to, so I'm assuming you read them:

Date: Tue, 30 Dec 2008 16:19:32 -0600
From: [email protected]
To: *****@**********
Subject: Fwd: RE: OnlineOrder_00002762 shipping update
Dear Nancy, We have just heard back from Narin and they apologize for this mistake. Please take a photo of the head (front & back) which is blank. We will send it to them, and they will then send you a new painted head. The blank head will be yours to keep as an apology for this mistake. Again, we apologize for the oversight, and are working hard to fix the situation.
Sincerely,
Joan
Customer Service
Dollfair International

In no way do I want to sound disrespectful but we do wish you would have emailed us if this was unclear. The head is being created. When Narin sends us the tracking information, we will send it to you. Unfortunately, it does takes several weeks. While I have been answering emails at [email protected] , I have not checked DoA until now. (Catrina is taking some well-deserved time off.) I want to thank the people who have assured you that we will do the right thing. For me, it really is overwhelming to read these things.
Joan

 

What I was saying is that after I sent the photos I was never assured that a new head was indeed being created or on it's way. I was just told (after I contacted you after hearing nothing for 2 weeks) that there's an untranslated email that possibly mentions a head. It's been another 2 weeks since I emailed about that and I still haven't been told what that email said. How am I to know?

I'm sure it's overwhelming to read these things, it's overwhelming to me too. I email for info, you say you'll find out, nothing gets found out, I get no email reply, I wait another week or two and email again.... and I feel frustrated and confused and have lost patience. If you say the head is 100% certain coming I'll wait until it arrives. I won't email any more. I never meant any disrespect. Is this normal business practice? I honestly don't know. I posted here to see if anyone else had any answers or advice about this situation.

 

* What did you order? Tanned 67cm Limhwa Mano
* When did you order? November 2008
* Did you order directly from the company, or through a distributor or dealer? through DollFair
* How was the communication? Excellent and very helpful
* How easy was it to pay? Very easy
* How long did it take to ship? I was surprised I received him within 8 weeks.
* Was the quality appropriate for the price, in your opinion? The quality is great. The price was higher, but I had wanted him for a LONG time.
* Did the item look like the sales pictures? Very close
* Were you satisfied with the product? Yes
* If you weren't satisfied, how did the company solve your problem? He came with his face plate off and I was helped to place it back correctly as I had a problem getting it to click. He is fine now.
* Would you order from this company again? Yes
* Would you buy this company's products second-hand? Would depend on the quality of the item, but I have a Narae all ready second hand

 

* What did you order? Narae 43cm
* When did you order? My husband ordered October or November 2008
* Did you order directly from the company, or through a distributor or dealer? Directly from Dollfair
* How was the communication? It left something to be desired. When they did communicate, it was professional and very cordial. They were quick to respond to my husband's and my requests, but slow to keep us informed as to the status of the order. For example the "Order Updates" page remained static, with a early February shipping estimate well into March, with no explanation until well after the original shipping estimate. I recieved official notice that my doll had shipped after the mailman showed up with her at my door.
* How easy was it to pay? She was a gift--my husband says it was quite simple.
* How long did it take to ship? From Dollfair, a couple of days. From Korea, a few months.
* Was the quality appropriate for the price, in your opinion? Yes.
* Did the item look like the sales pictures? Yes.
* Were you satisfied with the product? Very.
* If you weren't satisfied, how did the company solve your problem?
* Would you order from this company again? Not around the holidays.
* Would you buy this company's products second-hand? Yes.

 

* What did you order? Two Naraes (43 cm)
* When did you order? 23.01.09
* Did you order directly from the company, or through a distributor or dealer? From Dollfair
* How was the communication? Fast and friendly
* How easy was it to pay? Very
* How long did it take to ship? From ordering 68 days, shipping took 6 days straight from Korea
* Was the quality appropriate for the price, in your opinion? Yes
* Did the item look like the sales pictures? Yes
* Were you satisfied with the product? Absolutely, very much so
* If you weren't satisfied, how did the company solve your problem? n/a
* Would you order from this company again? Maybe, I would definitely need to be more patient myself about the waiting part
* Would you buy this company's products second-hand? Yes

 

* What did you order? Tanned Limhwa Half-elf
* When did you order? Very end of March during the ordering period.
* Did you order directly from the company, or through a distributor or dealer? Dollfair.
* How was the communication? Excellent. Very prompt with questions!
* How easy was it to pay? Very easy. With paypal.
* How long did it take to ship? 5 days from Korea; production of her was about 6 weeks, so she was on schedule!
* Was the quality appropriate for the price, in your opinion? Definitely. The faceplate is a little wonky (as it slips off easily), but it's nothing a little silicone tack can't fix.
* Did the item look like the sales pictures? Definitely. Such a lovely shade of tan too!
* Were you satisfied with the product? Yes! Dollfair was nice enough to wrap her entire body up carefully in bubble wrap along with Limhwa's huge pillows, and they even wrapped her box up in a gorgeous metallic wrapping paper with a matching silver-blue bow!
* If you weren't satisfied, how did the company solve your problem? N/A
* Would you order from this company again? Definitely!
* Would you buy this company's products second-hand? Yes!

 

* What did you order?

Tan Limhwa To-L


* When did you order?

June 3, 2009

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

Through Dollfair, a dealer/distributor


* How was the communication?

Horrible. We went weeks and weeks without any word. We were promised Tracking Numbers within the week then waited two more weeks before hearing it had been delayed. HORRIBLE.

* How easy was it to pay?

Very Easy

* How long did it take to ship?

Ages. It was promised 6-8 weeks from ordering, eventually shipped August 21st, 11 weeks after ordering.

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

Resin was bright orange and not as good as my other dolls, but doll is incredibly handsome.

* Did the item look like the sales pictures?

No, resin was orange.

* Were you satisfied with the product?

Yes

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

I didn't even try.

* Would you order from this company again?

Heck no. Never.

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

I would ONLY buy second hand because then you aren't given the runaround about production and shipping.

 

* What did you order?
A To L in French resin, and a tan Limhwa 57 Eva with a dreaming half elf face-plate and high heeled feet, also in tan.

* When did you order?
The To L June 1st and the Eva with bits June 8th or 9th.

* Did you order directly from the company, or through a distributor or dealer?
I ordered through Dollfair, agent of Limhwa.

* How was the communication?
Very decent and fast. I started to ask questions somewhere in May about order periods and if it was possible to order a dreaming half elf head at the same time as a Limhwa 57 girl. Questions were answered within a few days.
I made a small error when ordering my girl, but that was also fixed within a day.
After six weeks I received an email asking questions about the invoice I requested and when I'd be away on vacation so the dolls wouldn't arrive when I was away from home. When the dolls were shipped, I received tracking numbers.
After I emailed Dollfair about one of my dolls being damaged during shipping, Dollfair offered to order a replacement part within two hours after the first email.

* How easy was it to pay?
Easy with Paypal, but my browser froze during payment and then I couldn't find an order history with order details and where to send the money to. I ended up placing the same order again, paid that one through the link to paypal and then cancelled the first order.

* How long did it take to ship?
10 weeks and 2 days after the order was sent to the Limhwa artist. Last time I ordered a Limhwa doll it was 11 weeks, so nothing unexpected here.

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

* Did the item look like the sales pictures?
Yes, although the tan colour is darker than on the pictures from the website. I don't mind, because it's 100 times better than the orange tan other people who ordered in the same period got.
I also got a silicone head cap with my To L. I wasn't expecting that. ^_^

* Were you satisfied with the product?
The girl doll arrived broken with a chip missing in the upper torso. I've heard that this type of chipping in this part of the doll has happened to other people as well.
Aside from the damage, I'm happy.

* If you weren't satisfied, how did the company solve your problem?
Within two hours after I emailed Dollfair about the damaged Eva, I was told that Dollfair will order a replacement torso next order period.
I take it will be about 3 months before I get the replacement piece, so maybe I'll update this feedback by then.
UPDATE:
The replacement torso arrived a few days ago in a very lovely box (almost after 3 months). Dollfair contacted me to ask details for the customs forms before the item was shippend and emailed me a shipping notice.
The tan colour of the torso is lighter than the damaged doll and can't really be used as a replacement, but I knew it would be a gamble as resin colour (especially with tan resin) can differ from batch to batch. I've sanded the damaged area of my doll and it looks okay now even without replacing the damaged part. Dollfair handled my complaints fast and professionally and let's just say I got a nice box out of it. ^_^
I recommend people who order a 57 cm Limhwa girl to ask if the doll can be shipped unstrung or with extra bubblewrap and tape around the torso joint area to avoid similar damage to the torso (as I'm not the first with this problem). The way these dolls are constructed and the rough way packages are handled do not combine that well.

* Would you order from this company again?
Yes. The dolls are beautiful and I've been helped very well with my questions and problems in a fast and polite manner.

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

 

* What did you order?
Captiva Briar (a limited Sleetwealth Briar).

* When did you order?
September 2009.

* Did you order directly from the company, or through a distributor or dealer?
From Atelier Nouveau at Dollfair.

* How was the communication?
Excellent. I spoke to Catrina via email throughout the whole transaction, except for once when Joan contacted me regarding clarification of shipping details.

* How easy was it to pay?
Very easy, I used Paypal.

* How long did it take to ship?
Five days.

* Was the quality appropriate for the price, in your opinion?
Yes, Briar is a stunning work of art. Catrina also included body blushing free of charge- it was done beautifully, very subtle.

* Did the item look like the sales pictures?
Yes.

* Were you satisfied with the product?
Yes.

* Would you order from this company again?
Yes.

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

 

I just wanted to say that I received my Briar today, AND SHE IS AWESOME!!! I had Armeleia do the face-up, and it is even better that I could have imagined...I am blown away!!!

Everyone there is friendly, I had great communication with Joan every step of the way...she ROCKS!!! I will post pix ASAP...I just have to tell you that I will definitely be a repeat customer, and that they had speedy-fast service, even for this time of year!!! I can't thank them enough, excellent customer service!!!

THANK YOU SO MUCH!!!

Erika

 

Please leave feedback in the following format so as to best inform everyone of how your transaction went with the company. Be as specific as you like, and additional comments are always encouraged.

* What did you order?
* When did you order?
* How was the communication?
* How easy was it to pay?
* How long did it take to ship?
* Was the quality appropriate for the price, in your opinion?
* Did the item look like the sales pictures?
* Were you satisfied with the product?
* If you weren't satisfied, how did the company solve your problem?
* Would you order from this company again?
* Would you buy this company's products second-hand?

 

What did you order? Golden Beige Matte Narae 60cm head

When did you order? December 04/2009 and Arrival date of order (defective head received): April 20/2010 As of June 17/2011, no replacement has arrived. Dollfair and I came to an agreement in October 2010, but this will never be fulfilled because they are scammers.

How was the communication? Communication was at times strained due to the lack of updates coming in from Korea. However, Catrina mentioned to me that she had been repeatedly waiting for responses of progress from Korea. Bimong would say everything was in order, and she would relay this to me, but he would only say things would be ready "soon." Narin Creative as an entity was not communicating properly to Dollfair unfortunately as well. Eventually, Dollfair vanished into thin air!

How easy was it to pay? Easy, with a CC.

How long did it take to ship? I have no idea when it was actually shipped because Narin Creative was having managerial issues and was not communicating shipping information to Dollfair. Meanwhile, Dollfair did not have any answers to give to customers during this wait-period due to the level of miscommunication. From the day I ordered to the day the head arrived, it was 93 business days. Narin Creative refused to send the items in the shipments to Dollfair (instead sending them directly to customers) and, as a result, Dollfair was unable to make sure of the quality of the items sent out.

Was the quality appropriate for the price, in your opinion? No! Of the issues: there were scuff marks on the face of the head, resin burrs all over the sides of the faceplate and headback, the resin itself is rough and sandpapery, there are deep depressions in the right side of the face, and the headback looks crudely casted. For comparison, I have a Narin Charisma and an open-eyed Narae (identical to the sculpt I just received) that were casted several years ago, and they do not look like this. They do not have mold defects like the head I had been sent.

Did the item look like the sales pictures? The Golden Beige is actually yellower than described and Narae has been poorly casted. She does not look as a Narae should look.

Were you satisfied with the product? No, with all of the complications I am disappointed. I had been promised a replacement head from Bimong (along with a gift) and this was never sent to me. Months after the lawsuit had ended between Narin Creative and Bimong, I have still not received a replacement. When Bimong opened his new website, I contacted him and he said he remembered my case, that he would not forget, and promised to work on the issue. I contacted Bimong again, but was told through a general message that this was an issue between me and Dollfair (rather than him as the 'manufacturer' despite his promises). I was also told that I should try to resolve this with Dollfair before coming to him. Since Catrina disappeared, I have been relying on Bimong to follow through with the promises made last year.

Update November 10th: Bimong has noted he will send me a gift around the end of December for my troubles and has apologized, but no gift was sent. Update June 17th 2011: None of my e-mails or PMs have been responded to since early November 2010 from Dollfair. Over a year has passed since requesting a replacement in April 2010 without any of this resolved for me. I am continuing to attempt contacting Bimong.

If you weren't satisfied, how did the company solve your problem? Update June 17th 2011: None of my e-mails or PMs have been responded to since early November 2010 from Dollfair. Over a year has passed since requesting a replacement in April 2010 without any of this resolved for me.

Would you order from this company again? All I wanted was one blank head and here I have been waiting over a year for a replacement head and a year and a half since my initial order. It's frankly insane. I have been involved in this hobby for nearly a decade, but I have never been treated so poorly. Things unfortunately still appear to be up in the air, so all I can do is patiently wait for the chips to fall where they do. Update November 10th: Bimong has noted he will send me a gift around the end of December for my troubles and has apologized, but no gift was sent. Update June 17th 2011: None of my e-mails or PMs have been responded to since early November 2010 from Dollfair. Over a year has passed since requesting a replacement in April 2010 without any of this resolved for me.

 

* What did you order?
Left and right arm parts for my Machina as replacement parts.

* When did you order?
I contacted Dollfair about ordering spare parts on January the 26th. I was given a total for the parts and shipping on March the 31st and that's when I paid.

* How was the communication?
Communication was very fast. I received replies to my emails within a day telling me to wait one or two weeks for a real answer on my question if I could order spare parts as Dollfair had to check if there were spare parts available. Usually I emailed after two or three weeks as a reminder. I got fast replies on those emails, telling me to wait some more with an explanation why it took so long.
I was never left hanging and never ignored. It just took a long while, so I suggest other people dealing with Dollfair to have patience and send polite reminders after the "deadlines" they set have passed.

* How easy was it to pay?
Easy with Paypal

* How long did it take to ship?
It was shipped within a week.

* Was the quality appropriate for the price, in your opinion?
I was expecting better quality as the Machina dolls are no longer cast by the artist, but by a professional company. At least, that's what I heard. I did get "left over" parts and I didn't pay that much for them. I'm happy I could order spare parts as my Machina is cast by the artist and not bought directly from Dollfair. It was nice of them to offer me the service.

* Did the item look like the sales pictures?
They don't have pictures of "left over" spare parts.

* Were you satisfied with the product?
Yes. The arms fit my Machina and I can finally put her together again and play with her. I even got new hands, while I didn't ask for them.

* Would you order from this company again?
Yes.

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

 

I just wanted to start a Dollfair feedback thread, as I need to leave feedback.
So the generic:
COMPANY NAME
* What did you order?
* When did you order?
* How was the communication?
* How easy was it to pay?
* How long did it take to ship?
* Was the quality appropriate for the price, in your opinion?
* Did the item look like the sales pictures?
* Were you satisfied with the product?
* If you weren't satisfied, how did the company solve your problem?
* Would you order from this company again?
* Would you buy this company's products second-hand?

 

Dollfair
* What did you order? Tan 44cm Limho
* When did you order? I paid on layaway, but paid him off on February 8th, and the order went out March 1st I believe. He arrived May 12th
* How was the communication?
Fast when I was making the payments. But its gotten slow as of late, and that's why I'm posting this before he has arrived. (i hope that's ok) I was told that he was going to ship the week of April 19th. So I was expecting him to be waiting for me when I got back from my honey moon(april 30th). When he wasn't I emailed her again asking if there were delays? May 2nd I was told that he was shipped out already, and they had dispersed tracking numbers that day (May 2nd) But I hadn't received a tracking number at all (I checked both my emails, the junk folders, and paypal), so I requested it, and haven't received an answer. So I've sent another email, and I'm hoping to get a response, because he should have been here by now. I'm not saying I want to leave negative feedback, because when they have communicated they've been nice, but all I want is a tracking number!
EDIT: 5/6/10: So I got an email from them saying that they haven't even received the doll from limhwa let alone it having been shipped out. So they said they'd have a tracking number soon, but not yet. I dunno, it went from, 'we sent the tracking numbers' to 'oh we haven't received it yet'
EDIT: 5/11/10: So I have two tracking numbers now? Along with a message saying that he's on his way (as of the 9th) The tracking numbers aren't working though, and he should be arriving tomorrow if he was shipped when they said. So we'll see. They still say 'we were told to expect your package for shipment' Hn.
as of 5/12/10 he has arrived!
* How easy was it to pay? Easy.
* How long did it take to ship? I dunno, has he shipped? He shipped monday the 10th, and arrived the 12th.
* Was the quality appropriate for the price, in your opinion? To be quite honest I was expecting a little better. I've had limhwa before (second hand). The tan was even no marbling, and in general the gate parts were fine. Save that the face plate doesn't like to stay on (the edges where they meet are rather rough), and the hand seems like it didn't leave the mold very cleanly. It was hard to capture it, but there are three very distinct mold lines on the inside of the hand, and the hand seems a but . . . smooshed? Otherwise I am happy with him, he is beautiful despite those two flaws.

* Did the item look like the sales pictures? Yes and no. I think the tan isn't quite as dark as the stock photos, but I didn't expect it to be, as I know tan is hard to do.
* Were you satisfied with the product? For the most part.
* If you weren't satisfied, how did the company solve your problem? All they have to do is answer me with a tracking number, so nothing as of yet. I've decided I can live with the flaws, and see no reason to go through the rigormoral of trying to get a replacement hand.
* Would you order from this company again? I've ordered from them before, and didn't have this issue. So I'm not sure if I would or not. I suppose it depends if they answer this current email, and what condition he's in if he arrives. If he doesn't arrive by wednesday of next week, I imagine no. I don't think I'll get another limhwa which is sad because I would have liked to get a foryou. I really want a neo narae, but I don't know if I want to go through the trouble again to be quite honest. So I'm not sure.
* Would you buy this company's products second-hand? Yes.

I just want to state that I'm not trying to slander them or anything, and currently I'd like this considered a nuetral feedback until he's in my possession. I will update this with any current news on the situation, and when he arrives. I'd just like an answer, and a tracking number. I don't want to leave them negative feedback either.

 

* What did you order?

Limhwa To You Sara in tan

* When did you order?

Feb 25th

* How was the communication?

Very good.

* How easy was it to pay?

Easy- though Paypal crashed while I attempted to send payment through the Dollfair website, so I requested Dollfair send me an email with their Paypal details. I then waited 24 hours in case my payment had gone through (as I didn't want to pay twice!) and then paid Dollfair direct (not through the website).

* How long did it take to ship?

Received on May 3rd (approx. 2 months, 2 weeks)

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

Yes

* Did the item look like the sales pictures?

Yes

* Were you satisfied with the product?

Yes, very- the doll is exquisite.

* Would you order from this company again?

Yes, for a Limhwa product.

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

Yes

 

GOT MY SARA TODAY, AND SHE IS PERFECT IN EVERY WAY!!! THIS IS MY SECOND DOLLFAIR EXPERIENCE, AND, LIKE BEFORE, IT WAS FLAWLESS!!! I LOVE DOLLFAIR, AND LIMHWA!!! THANK YOU SO MUCH FOR ALL OF THE HARD WORK THAT SHOWS THROUGH ALL OF HER WONDERFUL DETAILS!!! I WILL BE BACK!!!

* What did you order? Toyou Sara
* When did you order? 2/14/2010
* How was the communication? Excellent, kept informed of progress, very impressed!!!
* How easy was it to pay? Easy with Paypal
* How long did it take to ship? Received today, 5/12/2010
* Was the quality appropriate for the price, in your opinion? I feel that I got an extremely detailed and GORGEOUS doll for a small price!!!
* Did the item look like the sales pictures? She is even more beautiful than pix
* Were you satisfied with the product? ABSOLUTELY!!!
* If you weren't satisfied, how did the company solve your problem? N/A
* Would you order from this company again? I am looking forward to it!!!
* Would you buy this company's products second-hand? yep!!!

 

Dollfair International: never again.

What did you order? Yumi, Elfdoll
When did you order? 5/2/2010
How was the communication? Terrible, very very difficult, specially after payment.
How easy was it to pay? Very easy
How long did it take to ship? 3 weeks. 1 week without notice from seller after sent the payment and two weeks to came by EMS. Seller didn't sent the item in the agreed conditions.
Was the quality appropriate for the price, in your opinion? No. The product was described as Special Yumi,
limited edition, with facepainting and costumes. But it came with only one faceplate, missing opened eye faceplate.
Did the item look like the sales pictures? There wasn't pictures.
Were you satisfied with the product? Not at all. The doll of my dreams became a nightmare. After paid, I was for a week without notice from seller. Now she came missing one face plate and seller do not answer my email.
If you weren't satisfied, how did the company solve your problem? They didn't solve.
Would you order from this company again? NEVER AGAIN!!!
Would you buy this company's products second-hand? No.

 

* What did you order?
Limhwa ToYou Sara
* When did you order?
February 16, 2010
* How was the communication?
Not great. Merely adequate.
* How easy was it to pay?
Easy
* How long did it take to ship?

It shipped more or less on time, however the shipping charges ended up being outrageous.

Dollfair posted on April 17th that the order would begin to ship the week of April 18th from Limhwa, but that due to the artist's exhaustion, part of the order would be sent in a bulk shipment to Dollfair. Dollfair informed us that they would send the dolls on to the individual buyers with tracking numbers. We heard nothing for two weeks, then on May 2 Dollfair posted only a repeat of the previous post, that they would be forwarding the dolls to individual buyers. There was no other information.

I eventually received my tracking number May 9. My doll arrived May 12th.

Note that Dollfair saved a considerable amount on postage by combining EMS on all the U.S. shipments, then sending them on via USPS priority. In similar scenarios with a doll this size, combined EMS is about $10 per doll, and Priority postage on my package was less than $8.50 with insurance and Delivery Confirmation. When we originally placed our orders, we paid $50 for EMS direct to each individual, making US customers' overpayment on postage over $30 per doll. No postage refunds were offered by Dollfair. This would be considered unacceptable business practice in another selling venue or from a private seller here on DoA.

* Was the quality appropriate for the price, in your opinion?
Yes.
* Did the item look like the sales pictures?
Yes.
* Were you satisfied with the product?
Yes.
* Would you order from this company again?
No. Never.
* Would you buy this company's products second-hand?
Yes. I would buy Limwha dolls from another source

 

* What did you order?
Limhwa To You Sara, white skin, with faceup, wig and eyes.

* When did you order?
February 17, 2010

* How was the communication?
It was ok. I asked only one question which was answered the day after.

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

* How long did it take to ship?
It was quite long, but I was expecting this waiting time. I never got any shipping notice or shipping update, except for the information mentioned by The Elf Piper in the last post. She arrived on May 17th.

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

* Did the item look like the sales pictures?
Yes.

* Were you satisfied with the product?
Yes.

* Would you order from this company again?
I've read many bad experiences that others had, so I would be a bit worried to order again. But since my experience was good, I guess I would do it if they have a doll I want.

* Would you buy this company's products second-hand?
No, because I don't like buying second-hand.
​

 

DO NOT BUY FROM DOLLFAIR - THE INTERNATIONAL LIMHWA SITE IS DOLLFAIR AS WELL
update september 14.2010 - 3 months of waiting, no replays from dollfair for my last 6 mails, last heard from them was august 17. opened a dispute against Dollfair on PayPal. NO DOLL NO TRUCKING NO ANSWERS !!!
update september 17 - more mails I am sending, NO REPLY
update september 21 - more mails from me to them, about 8-9 now since august alone, NO REPLY
update september 22- got a long mail with dozens of explanation on why my mails were not answered, but no answer on when my doll will be shipped, telling me I should be more patient, and how LIMHWA is just an artist who does not understand "service and communication" issues, does that sound real to you? I feel so sorry for those two who can not handle their own business...
update october 1 - still no news, more mails from me, but they don't answer again.
update october 6 - still no reply, I see LIMHWA starts a new ordering period, maybe there is hope now?
update october 17 - still waiting - nothing is happening !!!
update october 18 - you won't belive it and I don't believe it, she simply arrived last night, without any notice at all- 4.5 months in total more than 30 mails and lots of aggravation !!!


* What did you order?
LIMHWA to you sara, no face up, no eyes, no wig

* When did you order?
beginning of june 2010 (I ordered just few days after an ordering period was closed, this is why i was considered "in between periods" but inquired in advance and was told it is OK to do, and it will be shipped with this period, but it was not true - I recommend not to do that stupid mistake).

* How was the communication?
very bad, I have wrote about 34 mails, I get an answer only after 3-5 mails (about 1-2 weeks for a reply). For the last month I don't get any more answers at all, I wrote to them that I want my money back and I got no response !!!

* How easy was it to pay?
very - PayPal, I asked PayPal to help me nagotiate with Dollfair, They will step in only if there are few other complaints against Dollfair from other buyers, So please people, if you have a money issue or purchase issue with dollfair, contact PayPal and let them know !!! it is very easy to open a dispute on PayPal if you have a problem, It will show on Dollfair record, and PayPal will have to intervene once there are few complaints against a seller.

* How long did it take to ship?
I ordered her after I inquired in advance and was promised by dollfair (who got the schedule from the artist) to receive her at the end of July, this is why I have ordered from them. I received her after 4.5 months, which is 2.5 months later than the initial date she was promised, I have waited through two ordering periods.


* Was the quality appropriate for the price, in your opinion?
* Were you satisfied with the product?
well, I have good and bad opinion, but since it is a review of a doll by LIMHWA I don't think it has to do with Dollfair, so who ever is interested can read it on the sara toyou thread - here (post no. 1146)


* If you weren't satisfied, how did the company solve your problem?
once in about 2 weeks I get a mail saying I should be undestanding to the Artist's situation, how she is doing everything by herself. So it was not resolved yet, and I lost my understanding at this point. I did understand that the problem of delays is from the artist's side, but the delay in communication (or should I say avoiding communication) is from dollfair side. As for the artist, I see that she is always extending her ordering periods, I think if she can not handle all by herself, she should hire help or not take as many orders.


* Would you order from this company again? N E V E R !!!

* Would you buy this company's products second-hand? Yes, I think all LIMHWA dolls is better to buy not through Dollfair but on the market or eBay, many are sold here that are brand new.

 

I would never order from dollfair again

What did you order?- to you sara white and tan
* When did you order?- first ordering period
* How was the communication?- really bad
* How easy was it to pay?- yes by paypal
* How long did it take to ship?- 3-4 months
* Was the quality appropriate for the price, in your opinion?- it's okay the first toyou doll is better quality
* Did the item look like the sales pictures?- yes
* Were you satisfied with the product?- relatively, the ankles and such are a bit weak and the jointing could be better but really beautiful sculpt. i had a broken ankle on my tan doll and have been waiting for at least 3-4 months from their scheduled time they claimed they would do. such as the next ordering period and still no news whether i will at least get it or not in this ordering period or not.
* If you weren't satisfied, how did the company solve your problem?- they cannot handle a business at all. i don't see why they always use the artist as a scapegoat to cover how bad their customer service is. i don't think they should be doing business. talking to the artist herself directly is much quicker than through dollfair. they don't reply to any of my mails.
* Would you order from this company again?- NEVER
* Would you buy this company's products second-hand?- certainly, at least it's much faster and you know what you are getting.

 

edit :
Catrina can't be trusted, please everybody beware of Dollfair...
* Would you order from this company again? NEVER

 

* What did you order? Limwha high heeled feet parts
* When did you order? October 28th 2010
* How was the communication? Horrid. I ordered from them about two years ago when I bought my half elf and communication was excellent. I emailed them after buying the parts simply to ask if I would be getting them soon or waiting until after an order period. Got an email saying "Please wait for a reply." Sent a few more emails after that, never got anything. Finally got an email saying it was being shipped Monday, got a tracking number Tuesday which never updates (USPS's fault, not theirs) and then they appeared out of no where yesterday.
* How easy was it to pay? Very, just paypal.
* How long did it take to ship? Way too long. 2 odd months for parts, not a doll.
* Was the quality appropriate for the price, in your opinion? Yes, limwha is always gorgeous
* Did the item look like the sales pictures? I can't rememeber looking at the sales picture, but they are perfect- they are as gorgeous as the normal feet and fit nicely into her new shoes
* Were you satisfied with the product? Yes
* If you weren't satisfied, how did the company solve your problem? They didn't but they did a very nice job wrapping everything and wrote a note with the feet which I thought nice of them.
* Would you order from this company again? If it was my only choice for getting the item. I wouldn't want to be buying a doll from them whilst their communication is like this.
* Would you buy this company's products second-hand? Seeing that they don't make it and all their issues right now are in the communication? Totally.

 

I wish this could be a better story.

* What did you order?
Neferti head in tan urethane resin, blank.

* When did you order?
June 8, 2010.

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

* How was the communication?
Minimal at first, but adequate. Then, good for awhile. Then utterly, completely, overwhelmingly ABSENT. The last time I ever heard from her must have been late November or early December. A certified mail letter I sent her was never picked up; she stopped answering from ANY of her emails, of which she has multiple; she didn't pick up phone calls.

* How easy was it to pay?
Easy enough. I used my card, punched in some numbers, and it was done. Too easy.

* How long did it take to ship?
It didn't. If the artist HIMSELF had not started his own shop and TAKEN ON MY ORDER FOR FREE, I would not have my doll OR my money back. I cannot stress this enough--my product was NOT produced, NOT delivered, and NOT refunded. I couldn't even do a chargeback with my bank because the date was after 60 days.

* Was the quality appropriate for the price, in your opinion?
I can't really answer this question as Dollfair was not the one who delivered for me in the end.

* Did the item look like the sales pictures?
Same problem as above.

* Were you satisfied with the product?
She never came. Not from Dollfair, anyway.

* If you weren't satisfied, how did the company solve your problem?
She didn't. The entire time I was waiting for my Neferti, she made excuses about why the shipping was delayed, made up some cockamamy story about how she was having the outstanding orders produced here in the US, gave shipping dates that came and went with no notices, ignored every form of contact I could POSSIBLY have tried with her, especially after I decided this wasn't happening and asked for a refund... I have had to file with fraud agencies over this.

* Would you order from this company again?
NEVER. And I would caution anyone who actually wants something for the money they spent to feel the same. :/

* Would you buy this company's products second-hand?
Yes. The artists she works with make beautiful dolls. I only wish the other artists who have contracts with her would just work for themselves so no one would have to deal with Dollfair ever again.

 

*WARNING* ALERT!! DO NOT PURCHASE FROM DOLLFAIR. YOU WILL NOT RECEIVE YOUR DOLLS/ITEMS. I DID NOT RECEIVE MY HEAD *WARNING*

BUYER BEWARE!!!
​

THIS "COMPANY" SHOULD NOT BE ALLOWED TO REMAIN IN BUSINESS. MULTIPLE FRAUD COMPLAINTS FILED AGAINST INCLUDING POLICE REPORTS


COMPANY NAME: Dollfair International/Datatex Media/Catrina Sanders or Severson

* What did you order? Neferti head French tan resin

* When did you order? June 8 2010

* How was the communication? Abysmal. Then non-existant. What communication there was was dishonest in the extreme. Stopped returning emails altogether; there are four different email addresses associated with Dollfair; all were tried, no response. Tried phoning three different numbers; one "no longer in service", one with a full voice mail despite several attempts over several months, one rang out indefinitely. Sent certified letter to supposed correct physical address (the one listed in all her sites, paypal, etc), had it returned. Was given an email address for "Jo Ross" who replied very early on, who then also stopped all response. The early responses that I did get gave excuse after excuse about delays. Never saw any evidence of the head actually existing (no photos, no one receiving item). Said she shipped "half" the orders, but no one ever received one. Was told it was "boxed and ready to ship", but obviously was not.

* How easy was it to pay? Extremely easy... paypal.

* How long did it take to ship? *NEVER* SHIPPED.

* Was the quality appropriate for the price, in your opinion? Unknown, never received. From Dollfair, anyways... (see below)

* Did the item look like the sales pictures? Did Not Receive.

* Were you satisfied with the product? Did Not Receive.

* If you weren't satisfied, how did the company solve your problem? Did NOT solve, did nothing at all, did not ship item, did not make item, did not communicate.

* Would you order from this company again? NO. AND COMPANY SHOULD NOT EXIST.

* Would you buy this company's products second-hand? Yes, the dolls and the artists who actually make them are wonderful.

As a retailer Dollfair is corrupt and fraudulent. I hope more people leave honest feedback about it.

As an addendum, BIMONG, the original artist (Narin Creative) has made these heads and shipped them OUT OF HIS OWN POCKET, HIS OWN MONEY. I received mine FROM HIM today. She is lovely, beautiful and perfect. EXACTLY as shown in sales pics. I am EXTREMELY pleased with the final product, and so happy to have her home after eight months of waiting. But to be clear: BIMONG MADE AND SHIPPED MY NEFERTI OUT OF THE GOODNESS OF HIS HEART AND (in his words) AS THE HONORABLE THING TO DO.

DOLLFAIR/CATRINA DID NOT MAKE THIS HEAD!!!​

 

I've been meaning to check on the Dollfair feedback thread for a long time because I ordered 2 pairs of hands last year and I never received them, nor did I get any kind of refund. After sending many emails, including some indignant ones at the end, and she finally replied. Catrina told me that she had been extremely sick and that folks who make the Narae hands had taken all the money from all the doll orders and disappeared. Of course I felt bad that I had sent some reprimanding emails when she was sick and seriously out of money and all I had ordered were two pairs of hands. Now I see that was probably a big fat lie.

So no, I would never buy from this company again. I don't know if Dollfair is still in business or not--I don't see how it could be.