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Event head issues, what to do?

Apr 21, 2017

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    1. [Warning: extremely long post D: ]

      Hi everyone, I have a newbie question for you regarding an issue that's been bugging me for a while.
      On July 20th 2016, I ordered my Souldoll Vito Lester through Angelesque. During that same time, Souldoll was hosting its summer event (couldn't find the actual page on the official website, so here's a link to BJD Collectasy listing what was being offered), but Angelesque's website didn't make any mention of that, so I didn't find about it until a few days later, when I visited the Souldoll website.
      As soon as I found out about the event (on August 1st), I contacted Carol asking if it was possible for her to join it. Took a while to get a reply from her, but eventually she said that yes, she could do it. So I asked her to add a Souldoll Vito Sean gift head to my order.

      It should be noted that, at the time, the Angelesque website was going through some changes and that, by the time the site was up again and I managed to get a reply from Carol, it'd been already well over a month since my doll order. With the website changing, I had to remake my Angelesque account from scratch, meaning that my previous order history went all lost. I pointed that out to Carol, but she said it wasn't going to be an issue: so I went to add the event head to my order... but found out that the website was asking me to pay for shipping fees all over again.
      Now, seeing as it wasn't technically my fault if the event hadn't been listed at first and if it took me so long to get a reply, the idea of having to pay yet another 30$ of shipping fees for something that should have been already included in my first order kinda irked me. So I asked Carol if she could somehow add the event head to the order without making me pay for shipping fees all over again. She was kind enough to agree and said that she would have tried to send me both the doll and the event head at the same time (which I found fair). The event head order was placed on August 26th.

      Fast forward to January, I received my Souldoll Lester, but no event head. Asked Carol about it, she said Souldoll hadn't sent her any additional heads yet. Now, I'll admit that I was kind of expecting that at that point: even if it was just a head and not a full doll, the order was still placed in August and not in July, so I thanked her and kept waiting.

      Two months later, the event head was still nowhere to be seen. Contacted Carol at the beginning of March, she said she had no news, but promised she would contact Souldoll for infos and let me know. Two/three more weeks passed, but I didn't receive any update, so I contacted Carol again to ask if there were any updates about both the Souldoll order and another order I'd placed in the meantime.

      Her reply was... well, not rude, but definitely colder than usual. She said that there were still no news and, again, that she would let me know as soon as she found out anything new. A few minutes later, she posted on Facebook something about how we shouldn't keep contacting her asking for news, because she will always post news as soon as she gets them. I found that kinda annoying, because I knew she was referring to our conversation, but said nothing and kept waiting.

      It's now almost the end of April, it's been a month since the last time I contacted Carol, 8 months since my event head order was placed, and I *still* have no news.

      It also occured to me that, because of my choice *not* to pay the shipping fees back in August, I technically have no receipt proving that I ordered my Souldoll event head... just our Facebook conversation. So I wouldn't really know what to do if I were to contact Souldoll about it. I have no order number, no receipt and, since the head was supposed to be a free gift, I didn't even spend any money on it either, so it's not like I'm "losing" anything... but still, the whole situation is kinda stressing me. I honestly don't know what to do at this point (I'm afraid contacting Carol again would result in yet another "I'll let you know when they ship it") and I'm starting to think that, maybe, I should just give up my hopes.

      What would you do?
       
      #1 Astraea Nevermore, Apr 21, 2017
      Last edited: Apr 21, 2017
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    2. First things first, I never bought from Angelesque so I can't really comment on that. But when I ordered my boy with a free event head a couple years back, Souldoll shipped doll first and the event head out much later. But that was less than 2 weeks difference so I can't really say why they would be taking so long with your event head. They could be just bogged down with orders?

      If I were in your shoes, I would try attempting to ask Souldoll about it, if I feel that I am not getting any progress from the agent. Maybe give as much details as you can, what you ordered, who you placed it from and dates, and also screenshots of your facebook conversations... then hope that Souldoll can give you some answers. I doubt the dealer will be happy if you're bypassing her though but then again I would feel pretty miffed if someone commented something on social media and I know she's talking about me (unless I've really been spamming her then that's a different matter LOL) but I think it's only fair for you to be concerned about your order especially if there have been no news for so long. You mentioned that she has been pretty nice and accommodating thus far so it could be she's also not getting any updates from Souldoll, so maybe if you feel bad about pushing her for answers, you can just try give Souldoll a try. They have been really nice in all my dealings with them so far! :) Or, you can just try to be thick-skinned and ask her again (nicely) for an update especially if it has been quite some time since your last conversation.

      Just my two cents though! Good luck! :)
       
      #2 Galileo, Apr 21, 2017
      Last edited: Apr 21, 2017
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    3. Thank you so much for your reply! <3
      Yeah, I thought the issue could have been with Souldoll having too many orders to deal with... however, judging from the product reviews and the Waiting Room thread, it doesn't look like it (I think I read somewhere they were shipping out their December orders already? also, from the same thread, looks like they already sent out all of their July, August and even September orders, including event heads), so I don't really know what to think ;____;

      I think I might definitely try to contact Souldoll directly, at this point. While I don't think I've been particularly insistent with my requests (well, I *did* ask for updates on my order three times in November and twice in January, but only because Carol kept saying she'd answer "tomorrow" and then never contacted me again unless I did... after that, however, I didn't mention the event head at all until March), I feel like asking once again what happened to my order when I've already been told not to ask would only cause even more issues. Sending screenshots of my conversation to Souldoll sounds to let them know about the order like a good idea. Also, while I don't have a receipt for the event head, I *do* have the receipt for my Lester order, so I guess I could at least prove that I *did* qualify for an event head.

      I'll see what happens. Thank you for the suggestion and the wishes! :D
       
      #3 Astraea Nevermore, Apr 21, 2017
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    4. I agree with what already was said, just try to contact Souldoll directly. They also need to know when one of their dealers isn't handling orders properly.
      At this point I wouldn't be surprised if your head order did get lost/wasn't properly communicated to them.

      In regards to Carol: I can assure you that the post she made was probably not because of your request in particular.
      She receives a lot of questions and regularly makes those posts.
      She has lots of slow companies in her shop, especially Doll Chateau and Doll Zone, and some people just can't accept that they are super slow and probably shouldn't order from them if they want their doll now.

      However, I do agree that her service and communication is certainly lacking professionality at times.
      Yes, she told people she will write some news, yes she can't make things go faster. But it's part of her job to answer questions and handle orders, even if those questions come in all the time and she can't say much but "I am sorry, no new information so far". If she doesn't want to do that, she should stick to companies with faster turn around times or accept bad reviews/not returning customers. The fact she often doesn't even answer questions she could answer (i.e., which have nothing to do with "Sorry, no new news") or sends out event dolls in envelopes instead of boxes does not make good service either.
       
      #4 Ara, Apr 21, 2017
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    5. That's even better! Hopefully Souldoll will be able to trace your order (and event head!) Keeping fingers crossed for you! :)

      And to be honest I do agree with @Ara that it's part of a dealer's job to reply questions especially if she promised to reply the next day. For me, even a simple "I'm sorry but there's no news from Souldoll at the moment" would have been reassuring, whether in reply to an email or an occasional update on the website/social media. After all, we are talking couple hundred bucks here and even though you said you're not losing anything I still feel that you're entitled to the event gift since you qualified for the event. The head does count for something, at least for me!

      I do hope you get your answer soon, or even better, the event head! :)
       
      #5 Galileo, Apr 21, 2017
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    6. Thank you both! :) And yep, I agree. While I understand that dealing with so many questions can be overwhelming at times (and yeah, it is very likely that the public post wasn't directed specifically at me and was just the result of the stress of dealing with lots of messages at once), it is also true that, well, answering questions *is* a part of the job, and leaving people hanging with no informations for weeks or even months is not the most appropriate way to deal with it either, as only leads to even more questions and annoyed customers :/

      Anyway, gonna write to Souldoll and see if I can sort it out. Thank you so much! <3 <3 <3
       
      #6 Astraea Nevermore, Apr 21, 2017
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    7. Update! :D

      I got in contact with Souldoll and... turns out the order for the event head was never placed .___. So I sent a message to Carol again asking for explanations. She apologized for the mistake and said she now asked Souldoll if it was still possible to get a Sean head made for me, which they agreed to do ^____^ I'll admit I got *very* pissed off at first when SD told me the head hadn't been included in the order at all, but I'm super glad I got to clarify the issue with Carol and now things seem to be fixed ^_____^

      Soooo... thank you so much for the suggestions! If I didn't contact Souldoll as you told me, I probably would have never found out D:
       
      #7 Astraea Nevermore, Apr 27, 2017
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