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Is it normal for BJDivas to be difficult to communicate with?

Sep 12, 2023

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    1. I've had an expensive preorder that's been prepared for shipment for the past four months. I had to change some details around, pay for the shipping, etc. My issue is that it takes a week to 10 days to get a response from BJDiva. For example, I was told that the dolls were being shipped out as if that was actively happening, so I paid and provided sensitive information that needed confirmation or else I would never get my order. Another example would be an issue caused by the artist that effectively made my doll different from the one I preordered. This was, again, during the to be shipped out phase when nearly all the preordered dolls were done. If the issue couldn't be resolved, I'd need to wait for a whole new doll to be produced from a limited set that the artist started working on 3 years ago.

      It took BJDivas a month to confirm sensitive information and for them to tell me that the artist was shipping the dolls out, but own their own schedule. Four emails took four weeks. Last week, I sent the first email in 2 months to ask about any updates. The only response was me getting a notification from Paypal about BJDiva printing a shipping label, but the status gives me error messages, to be shipped, or already shipped.

      It's just very frustrating at this point.
       
      #1 GloryBlue, Sep 12, 2023
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    2. I'm sorry it's so frustrating and slow! I've also had very slow replies from them in recent times and it took ages for anything to move forward even with in-stock ware. It seems they have a lot on their plate with trying to navigate big issues with some dollmakers while a lot of orders come in and they don't have enough staff to efficiently manage it all, especially after it's been snowballing for a while. I don't think there's much else you can do but wait it out, though - their communication with the artist must go pretty much at the same tempo.
       
      #2 cobaltconduct, Sep 12, 2023
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    3. It is usual, yes. They have a very small team (usually only one person, sometimes two or three helpers at best), and just recently huge deliveries of dolls to work through. Replies usually take about a couple days if it's a simple confirmation of info or payment, more if there are changes to be done on your order, unfortunately.

      If you have a tracking/shipping number, the package is probably waiting in their staging area to be picked up by their courier, but those usually seem to be a week or two to start moving sometimes. Right now they seem like they have a full room full of boxes to go out, so it might still be a few days till your tracking starts updating.
       
      #3 Mimiko, Sep 12, 2023
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    4. I found Facebook dm is best way to get a reply.
       
      #4 animemom, Sep 12, 2023
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    5. Agreed, usually it takes a bit. On their insta (i think that might be one of the medias run by a “helper” that doesn’t do much with the orders, just basic questions) they’ve also been posting about their communication with the dollshe and jj labs stuff, so aside from regular business of one or two people max, they might also just be flooded with stuff about those situations right now too o.O
       
      #5 Karra, Sep 12, 2023
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    6. I will also add, the thing with JJ they're possibly preparing to file a lawsuit over that or something and if it's just ONE person running all that for the most part with some helpers, I bet that's gonna take a lot of bandwidth in the coming weeks/month. But unfortunately they are always a bit slow to reply in general.
       
      #6 MutantPaperClip, Sep 14, 2023
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