Major Problem with Demon Garden

What really irks me is that they harassed StJames who has no connection to the transaction whatsoever. Sure she has Mod status but she is not responsible for everything that happens on DOA. StJames is right not to answer them back.

I think it boils down to the "loosing face" that so many asian companies are afraid to face. Sure the pictures were blurry but not everyone has a professionnal camera nor know how to take good pictures. I can see the crack in the first picture. I can understand wanting to have better pictures but they use those bad pictures also as "evidence" she tempered with a doll.

So the pictures are bad for them to get a refund but to make the owner like she's lying to them... they are OK?... sorry but you can't have it both ways and look good doing it.

And DemonGarden if you are stalking this thread because it makes you look bad? You can only blame yourselves, Although your first letters were correct, your last ones were totally ridiculous as to think a new owner would damage a doll in 7 hours just to make you look bad. No I think you are doing a good job all by yourself.

I agree with StJames... if you want to deal with westeners and get their money, you just know the common etiquette for westerners and also get a better translator.

Also I would be against sending a doll back before an agreement is made. Because after reading those letters, I would be more afraid they would not look at all at the doll and just send it back saying: NOT OUR FAULT SORRY!

And again another company doesn't want to pay for inssuring the doll. Why do you think they mark the value to 10$... I positivly HATE when they do that. Sure you save on customs... but look at this mess. If they had inssured the doll at it's full value this wouldn't be happening because they could get eventually their money back.

I was going to buy from them eventually... but now... I am quite sure I do not want to encourage a company that deals with custumer service like this. Unless they issue a formal apology ( see we hate to loose face too) and deals with this issue in a reasonable way (ie refund or insure that the owner will regain which she had paid for: a doll in working condition) I will not change opinion. Now I cannot speak for others but I get a feeling I am not the only one thinking this.

 

this whole mess could have been resolved simply, by DG offering to send new a head. when i had a problem with BBB, getting the wrong head, not even a damaged head, simply not the head i ordered, they sent a new head straight away for the price of shipping which was around $30. it would have saved them (DG) the embarrassment of all this posting, and saved their own reputation. i don't think one head would have put them out of too much money, "that" is what this whole thong comes down to, the money they "think" they have to put out to correct this mess.

 

...

I find it somewhat ironic she has to send the doll back for approx. 10 days for inspection when they accuse her of tampering with the doll within 7 hours... *cough*

 

strawberrysodaz, like everyone else, I am appalled at what has happened to you. I have read this full thread and you've received a lot of great advice from a lot of good people.

I hope you had luck with your phone call, but I just can't resist the urge to caution you about PayPal and suggest you take what they tell you with a grain of salt.

PayPal's own reputation has been in need of rehabilitation. IMHO, they are not a reliable company with customer service as a top priority. I have seen them freeze the accounts and seize the account balances of members of the doll community. (I know that's not the issue here, but I think it says volumes about their business ethics: http://paypalsucks.com/PayPalFormerEmployee1.shtml And, as someone else pointed out in this thread, they aren't likely to pay up on an "item significantly not as described" claim. I will say, in PayPal's defense, they seem to be cleaning up their act a bit, and are easier to contact in person now than they once were.

I would urge you to go directly to your credit card company if you have that option. I think you will get a much quicker and more satisfactory resolution there. After all you've been through, I'd hate to see you suffer more disappointment getting the run-around from PayPal.

 

Well..this whole ordeal is just awful. I wanted to get a DG body...but ..I don't know now. I didn't even realize that they were banned from DoA. Because about a month ago I had asked them something via DoA PMs. And I think the way they are responding to strawberry is just ridiculous. They want you to send the doll back via ems which will probably be like 50-70 dollars. Only to either send you a new doll or tell you that you did something wrong to the doll, which, in that case, you'll have lost a decent amount of money. Ridiculous. I understand them wanting to send the doll back to them so they can replace it. That's what luts did with me when I received a type 1 body instead of a type 2 body. They asked for pictures, I sent them pictures, and they said to send it back via ems and they would refund me shipping. needless to say, I didn't want to go thru the hassle of sending it back so I just kept it and they refunded me the extra money. But regardless, I think Demon Garden needs to work on better customer service. Strawberry, i hope you get it all sorted out. ::Hugs::

 

I don't find this baffling this is a good example of how a company acts one way with a company that is selling many dolls for them compared to treating an individual. (because they thought they could get away with it)

 

I think they need a better understanding of what they're dealing with in the community. They were so put out and upset that this would be discussed on a doll forum, however they were members for awhile until the banning. Surely they've seen people ask about different companies and noticed the company feedback forum?

I'm sure the language barrier can make things more difficult, however, there's a lot of Chinese, Korean and Japanese companies with really solid customer service, so for them to mess this up so bad just tells me that perhaps they aren't really prepared for doing business--especially overseas.

After reading the later letters I would be too. The first ones were fine, until they saw that she had gone and mentioned the situation on DoA. Now I certainly wouldn't trust them to do anything about it. At least this way you'd have an undamaged body--I'd hate to be out everything. They also haven't been around very long, so where I might trust a company with a longer history of good customer service, DG was a bit of an unknown when it comes to fixing problems. And to me anyway, fixing problems is one of the most important things. Crap can happen sometimes no matter how hard a company might try to do things right (they're only human after all), what's really telling to me is how well they deal with the issues that do come up.

You aren't the only one. I had considered eventually getting one of their bodies for a hybrid, but I won't now. If they had responded differently and not flown off the handle, I still would--I might avoid purchasing a full doll until I knew more about the possible design flaw in the head, but I would've still been interested in one of the bodies. However, there are several companies I like bodies from that I can go to and feel good about it, so I'll be sticking with them now.

 

I just wanted to hop in as a Mod to say 3 things:

1. demongarden2008 was banned for spamming advertisements across the forum as well as sending unsolicited sales spam via PM. There were no transactional reasons for their Rep's ban.

2. This subforum is open to all visitors to read, not just registered users. So Demon Garden is able to see anything posted here.

3. Demon Garden has not officially contacted the forum moderators about this issue. If she needs to contact the moderators in an official capacity, the method to do so is by using our forum's "Contact Us" link or by emailing [email protected]. Our official stance is that this is an issue between DG and their customers, and we will not arbitrate in the transaction (especially as it did not originate on-site). Similarly, we are not in a position to censor accounts of this transaction because StrawberrySodaz is personally responsible for the content of her own posts and is presenting the details of this transaction as fact. We ask that all members refrain from posting libelous or inflammatory content. The forum has no "official" opinion on the company, its staff or this transaction.

 

I have to say, when I got the spam in my inbox around christmas, I was irritated and suspicious enough of DG that I was half tempted to report them for sending it, because I was sure unsolicited spams weren't allowed. I can't remember if I actually did it, or if I just ignored it so I wouldn't report them for something I wasn't sure was even against the rules in the first place, but it put me off of buying from them for a long time. I don't like dealing with companies that send spam like that.

This, though, pretty much assured I would NEVER order from them, EVER. I'm sorry, but I worked in customer service, and you don't do that. Even if you THINK the customer did something, you don't blatantly accuse them of doing something like DG did. You give them the benefit of the doubt, if only to keep them from ceasing to ever do business with you again. It's not just polite, it's how you keep your head above water in the world of business.

 

What a nightmare! >__<

I would agree that they need better translators as most of the upset seems to have been from a lack of cultural/language understanding, but I'm suspicious they meant to do anything to compensate you for the damages to begin with.

Just from a personal point of view, if I had meant to compensate someone for damaged goods resulting from even the POSSIBILITY that it was my negligence, I would make an even better effort at resolving the problem -ESPECIALLY AFTER I see posts that might be "damaging my reputation."

If I was a company that saw a thread debating how well (or NOT) I was handling an issue like this, I would want to do everything I can so that at the end of it, I can turn around and say "I did this, this, this aaaaand THIS to fix it and clearly you can see my efforts and I hope this satisfies all and trusts that I am a good seller" and support it with substantial evidence of all that I did to fix it (partial refunds, or replacement goods sent, etc).

What I would NOT do is dismiss the issue with "You've mad me upset so clearly everything is your fault, and we will compensate you nothing. Deal with it."

>.>

 

My situation was slightly different in that while one doll was damaged, another was missing entirely. Perhaps that's why I had no problems getting my money back (and I too was basically accused of trying to scam the company). That's why I recommend calling paypal to find out what really can be done, instead of just filling out the online forms. The person I spoke too was quite helpful, hopefully you will get someone just as helpful, even if it's to tell you there's nothing paypal can do for this situation. At least you'd know and could then move on with the chargeback process.

 

same company?

 

The world of business is really pretty simple in that all you need to do to get new customers is to have good products and to keep your current customers happy. Anyone who's worked in retail has been drilled in keeping their customers happy and to do whatever is in your power as an employee of a company to make things right. That's even more correct in Starbucks where they institute a "Just Say Yes" policy (as long as it doesn't endanger the customer, employee, or company). Word of mouth is the best form of advertising. Replacing a broken part costs FAR LESS than accusing a customer of lying or blaming them outright. Politeness wins more customers, even in the face of a customer who IS trying to cheat you (I mean honestly, a customer trying to return an empty box is obviously not a customer. Those people don't talk to other people about how whatever company screwed them). You always need to approach a customer's problem as if they are right, listen to their concerns, and handle them gently and fairly (for both your company and the customer). These are basic tenets of western business and something that should be taught the world over.

And why shouldn't strawberrysodaz post in a forum to request advice when she feels she has been wronged? She wanted suggestions on how to proceed and deal with this issue. She has received quite a bit of support from this community as we can all get what she's going through (whether we've had problems with other companies or not). We can all put ourselves in her shoes.

And while I can appreciate Demon Garden's point of view, were the I in their situation, I would at least have been very very polite, even if I were to give my customer the "screw you." They way they are behaving is appalling. Blaming a customer for the initial issue is never the way to go in the first place. You can't expect people not to talk to each other and then somehow use the fact that they are talking as "evidence" that they are somehow lying to you.

All things considered, strawberrysodaz, I think that calling Paypal first to figure out how to proceed next (if you need to file a claim and such) is a good idea. It may very well be that the representative can give you good advice as, I'm sure, they likely have to deal with this sort of thing a lot. I personally would call them first before going through the credit card and issuing a charge back in order to avoid any penalties through Paypal.

Good Luck, strawberrysodaz. I honestly wish the best for you and the outcome of this problem. I will absolutely keep an eye on this thread (as I do on the B&G thread) and submit my input from time to time.

 

This is very awful thing that the company did to customer. And me too, I will NOT buy any from them because I have got spam advertise from Damon Garden in my PM box, and I feel very dislike it. I think it is NOT appropriate to do on DOA forums.

 

DG is just digging their own grave....
If I was you, I'd give up with them, they are impossible.
I would go to my CC company, explain the situation and ask for them to cancel the transaction/refund the money.
Doing it this way, the CC company will investigate the company, and you will get your money back.

 

I send out my sympathies for you.

This is not how a company should treat a client.

I will definately never buy from them; especially after I recieved spam from them on numerous occasions.

 

I will reiterate what another poster advised:

If you still have the cell phone photos with a date/time stamp of opening the box, followed by the cell phone photos of the head jammed down on the neck, save them and use them as well.

This will prove that you did not have seven hours to "grinded" the head, but that the damage was already there when you opened the box seven hours after it being signed for. Whoever you open the dispute with will certainly want that evidence.

Really this is appalling. If a representative of Demon Garden is indeed reading this:

You could have settled this by saying: "This is very bad! We are sending you a new head now!" and doing so. You would have solved this for very little money, which you should have been able to claim back from EMS if you insured the package.

NOW you have lost at least 6 definite sales by my counting in this post, and probably many more from people who have read but not posted.

You could have caused people to think "What a good company to do business with! I will certainly order from them!"

NOW they think "What a TERRIBLE company to do business with! I will NEVER order from them."

 

exactly... We in the doll community realize that stuff happens and every once and a while and dolls get damaged. When Strawberry first posted here no one had any thought in their head about DG being a bad company, everyone was just being sympathetic and hoping for a quick turn around for Strawberry. But now that they have accused her of such a ridiculous act and treated her as a customer as someone that is trying to cheat them and put down their "good name" they showed their true colors as being a horrible company, it's not Strawberry's fault we feel this way, it's DG's and I hope that they realize this.

 

Well done.

This is EXACTLY it. If even one person gets such shoddy treatment, what is there to reassure others that they won't get the same shoddy treatment? Why on earth would any of us now risk hundreds of dollars on a company who treats its customers like this?

Not I.

 

Um. I didn't see that this was translated.

This reply makes me SO angry, and ...honestly, it makes me throw up a little in the mouth.



I just thought everyone should know...

From Post #114 on this thread:

Your explanation and photos can not prove any truth; these are all fabricated. And your behavior and doings on DOA, makes us suspicious of your character, we can not trust you. It's not that we are not willing to take responsibility for our doll, as a business, we check/guarantee ((sometimes words are used interchangeably -or sometimes it means both -in a language, but here it seems like they're just trying to make weasel their way out of it with a lame excuse, so I really can't tell what usage they meant for that phrase to have)) our quality before handing over to EMS. At first we gave you an explanation and a chance to provide proof, if it really was our quality issue (once you have provided sufficient proof), we will give compensation. But, you haven't. You keep avoiding the issue, refusing to provide enough evidence and clear pictures for us to determine the truth of the situation with BEAU. The truth and the proof we hold can prove: from the start you've always been lying.


UUUUUGGGGHHHHHH!!!! WHAT THE FRICK??? This is NEVER the appropriate response to a customer!!!!!!!!!

 

Ugh I know. I was translating them with Yahoo babblefish before the translations were posted so I didn't talk about that response because I wasn't sure if it was accurate but that was the most disgusting part of this whole situation to me. Is that they called her a liar from the beginning and insisted on it to the end. To me it seems like they had made up their minds about this whole situation from the beginning and never intended to trust her or give her the money back. Also I didn't mention this before but they gave St. James her real name supposedly. That's bad company practices, giving away peoples names and information is not something that is appropriate.

 

Well, that and this from post #113

I know it was already translated, but it seems a more literal text translation was given. It was translated as they were saying the issue was reported to a DoA moderator and that "you will have to be responsible for your own actions." But taken to context, this actually more accurately means "If you insist on slandering us on DoA, you will face the consequences!!!" Or, depending on the tone, given that it was followed by 3 exclamation marks, it pretty damn well means "SUFFER THE CONSEQUENCE!!!"

Kind of like how the textual translation of "MOVE!" in English to Chinese might be "&#21160;" or "&#31227;&#21160;" which is accurate only so far as saying that's the verb to mean "to move," but contextually, you were actually telling someone to shove aside.

But I digress...

Outright threatening your customer? Come on...

 

Yeah they were basically threatening strawberrysodaz saying that if she didn't stop telling us things then they weren't going to help her. That's not the way the world works. Say I got bad sushi at Sushi World. Well I might tell me friend "Oh man the other day I had bad sushi from Shushi World." I'm not slandering the company I'm stating something that happened. When something bad happens to people, people tell other people about it. You can't threaten everybody who says something about you. Further EVERYONE makes a mistake or has a lost package or something breaks. If you deal with a lot of people and a lot of orders mistakes happen. The fact the Demon Garden would accuse her before going "Well that does look like something we might have done." is ridiculous. And I can even understand them being suspicious but there is a way to be suspicious politely.

Also as a side note, before I saw this thread I had never heard of Demon Garden. I'll never buy anything from them now and this isn't exactly the best way for a start up company to be introduced. >.>

 

i would like to note the difference between what is "slander" and what's not. the English definition of slander is to spread false rumours or outright lies. DG has not been slandered in this thread at all. they've pretty much dug their own grave.

make that sale loss bump up to seven. i never intended to buy any of their dolls before and i'm definitely not buying from them now.

 

Exactly. Well in a legal sense in terms of businesses (and also medical practices interestingly enough.) slander can be anything that damages the reputation of an entity so that they face monetary loss or an outcast in community. Like, if your friend Bob had AIDs and you told everyone in the neighborhood "Bob has AIDs." And he therefore was kicked out of the neighborhood or he faced harassment or lost his job then he could charge you with slander; even if what you said was true. Still I think that strawberrysodaz hasn't slandered demon garden but asking for help. The only damage to their reputation was caused by themselves and not by anyone else.

 

I was actually interested in one of their sculpts for my fiancee (he wants to get into the hobby with me) and thank god I saw this thread. I've since deleted the folder of pictures (for him to decide which sculpt he likes best) and well never deal with this company.

 

This whole thing is really sad. To me it seems obvious that a problem occurred in shipping, most likely customs. If that is the case, it "technically" is not DGs fault, but still, in my opinion, anything that happens to the doll before you unwrap it at home is the responsibility of the sender, not the buyer.

It makes no sense to me that they accused her of "grinding" the head, like someone else did to fit it on another body, because then it would not have been put back on the original body (???).

Maybe business in China is run differently, but in the US any business worth its salt knows that resolving a problem, even at a loss, is going to ultimately be better for business. If they had just sent out a new head immediately, AT NO COST to the customer, then she probably would have posted about what a great company they are and how good their customer service is (like the people who bought from Happy House). And then everyone would have said, "Great, I wanted to buy one of their dolls but wasn't sure so now I will."

So all that good will would have cost them the price of one head, plus shipping. That is pretty cheap advertising.

I'm so sorry this happened with your very first doll. I don't think most companies are like this at all. From what I've heard, if you have any kind of problem, the companies act very quickly to resolve it because they know it is good public relations.

The really sad thing is, I have one of these DG Beaus, and they are in fact pretty nice dolls. Now I'm wondering if I need to reinforce the neck or something with apoxy. The only way I can see for the company to resolve this is to fire the person doing PR and replace him/her, and then make a public apology for what happened and state that it will never happen again.

 

That's my take on it. It's really sad too--DG shot themselves in the foot over this, and they just don't seem to get it. The problem isn't that there was an issue with a doll, it isn't that strawberry asked for help on DoA, it's the way DG has handled the situation. They had a choice as to how they could work with the customer--the ball was in their court, and they dropped it big time. They have no one to blame but themselves for any loss of reputation and business.

This is a hobby that involves shelling out lots of money (even less expensive companies like Demon Garden cost quite a bit) for dolls purchased sight unseen over the internet from companies clear around the world from us. There really is a lot of trust involved, and how companies deal with their customers is so important. I realize that there are language barriers and that sometimes crap happens, but there is no excuse for something this extreme.

 

To get technical, "slander" refers to spoken defamation; "libel" refers to the written version. Though slander is more often used, libel would be more accurate in this case.

The best defense of libel or slander is absolute truth. So in that sense, as long as the account that we're being presented with is actually factual, there is hopefully no libel going on. We do, however, ask that members avoid making defamatory statements.

 

You know, I just have one suggestion for DG: "emergency damage control"

 

What a way to treat a customer ... it would have been so simple just to send her a new head and be done with it. Count me in among the people who won´t order from them. These last responses from them are simply unacceptable.

 

I am aware of the difference, but I just hadn't ever heard of anyone saying "libeling" before and I wasn't comfortable using that word so I said "slandering" instead.

Their responses have all been posted here for people to see. We can even get a number of Chinese translators on it if we want just to make sure no one's making stuff up in translation; but I think if you plug it into Babel Fish and compare it to the translations here, you can pretty much figure what DG has truly replied and those last few responses were completely inappropriate.

It could be that defamatory statements made by members were already deleted, but honestly the only ones here making defamatory statements is DG's rep, calling their customer an outright liar and having "questionable character." That's pretty much a great example of defamation of character -and at one of their customers, no less. The nerve.

 

Man, this company has a lot of gall to go in the News section and advertise a sales event with this thread going on. I know it's not DoA's place to get involved, but man oh man. What nerve.

 

The way I see it, even if the damage is Custom's fault that is also an issue with insufficient packaging on behalf of the company which has allowed the damage to happen. It is also their responsibility to follow up the claim with the shipping company.

I think the best thing to do would be to get a good photo of the damage: is there anyone you know with a better camera? Maybe you could borrow one, or take the head to someone to get it photographed?

 

weren't they banned? well shouldn't a mod add a for your information with a link to this thread?

 

i think there should be... at least a buyer beware info... DOA can't police every transaction and if people want to order from DG, it's a free country. But I think people should be informed of what happened and make their own decisions.

 

i have notified a moderator so that there can be a thorough check (ISP addresses and such.)

 

Yes I also thought they were banned. And if they can go into the News section and post then surely they can read this thread which they claimed they couldn't do. Maybe they think having a sale will somehow rectify this situation? Either way they should come here and apologize since they've already broken the rules and made another account >.>

 

I really hope that they don't get completely banned from the board because although I think their conduct in this instance is awful, I love their sculpts and have one of my own coming (which I am a little worried about) and would hate not to be able to post him.
All I can say to strawberrysodaz is to try and keep your cool and keep on at them, I think they knew they were wrong but didnt want to admit it.

 

majikatt -- even if the company gets banned from the board for inappropriate behavior the dolls would still be allowed. I mean technically the company was already banned once for the spamming and such and the dolls were still allowed. Just because the person is rude doesn't mean that their dolls violate the standards that make a doll acceptable/unacceptable on this board. Or at least that's how I understood it.

 

Just to clear this up, the company wasn't banned. The sales rep who was on DoA has been banned for spamming members after multiple warnings. The dolls are on topic and allowed on the board in discussion, the galleries, and the Marketplace. Thanks!

 

Yes, and that's why it's such a shame that they have behaved like this, and joining under another name just reinforces that fact.
Why oh why didn't they behave in a seemly manner because they would have had a great deal of custom because their bodies are nice and match the NS AiL heads really well., instead of acting like they have done and alienating all those potential customers?

 

i don't think anyone is saying the dolls should be banned, but the company reps have been and should be for how they behave on the board.

junkets if they did create a second account would it just be banned or would their posts be deleted as well?

 

Sorry Junkets that's what I meant. When I said 'company' I meant the rep from that company not the company itself.

 

When approving new members, the new rep account did not match the old rep's IP address, nor did they put themselves forward as a new DG rep, so they were approved. We will be monitoring their behavior very closely and see if this is indeed a new rep/ new behavior. If anyone experiences any sales spamming/ etc from this new rep, please contact a moderator immediately.

 

thank you very much. didn't realise that new members had to be approoved by mods first.

 

True, but they also said that privately to the customer (didn't they?) so I don't think it would be consider defamatory. If I told you "You're a thief!" I am just insulting you you... but if I go and start telling others "Selurnis is a thief!" that would more likely be defamation. Strawberrysodaz chose to post that entirely unprofessional email, so making that statement public was her choice and couldn't really be considered defamation by DG.

To my knowledge, we haven't removed any defamatory posts from this thread... I have just been posting the reminder so people remember that they're personally responsible for what they put forward. People know this, but it's always good to cover those bases to keep the forum out of trouble.

BTW, thanks for your excellent contextual translations. It's so wonderful to have people who can make fluid, natural translations!

Yeah, the forum has been on moderated registration for over a year now, so all registrations are reviewed by moderators. It's not fool-proof, but it helps keep spammers, scammers, and trolls out.

 

I have to say that's one of my favorite things about this forum. We have people from all over the world and they can often help us understand how something is said in the colloquial or natural language where as translators often give the most literal translation that can cause misunderstandings.

 

armeleia: But they did advertise that strawberrysodaz is a liar to a third party -St. James. They apparently contacted her numerous times over eBay messages to say

-Which, I'm sure they mean she has lied or is lying.

And also

Claiming that strawberrysodaz is blackmailing them. This is most certainly defamation of character -as soon as you start advertising these comments as "facts" to a third party.

And -oh, I see. XD Yeah, reminding people to avoid defamatory comments is definitely a good call.

You're welcome for the translations~ I love translating. XD What's awesome is my friend who I roped into the dollfies hobby (mwahahaha) also does translating on this board -she does a lot for Dollshe messages, as she is very fluent in Korean. But, I totally digress. I'll stop. XD;;;;;

 

Good luck to you strawberrysodaz. I 've read almost all the posts here and it is very clear that DG have very poor customer service. Because of this I will not buy from them. Being a business, even a small one, they should know that no amount of money is worth sacrificing good customer relations.

 

As far as I've read, they destroyed thier own rep.
If strawberrysodaz has not ordered from there before, what would make her want to blackmail them? Clearly the company is using the old Blackmail excuse to get rid of negative feedback, for something they were held responsible for.
And another thing, why the heck do they think she purposefully shoved the head down the neck!? NO one as far as I'm concerned would cause such damage to an expensive doll.
If she has feedback[Paypal or ebay, even DOA], then surely DG could have checked it to see if she was being sincere. Its something all buyers should check.
But anyways... I hope all ends well...

 

I definately won't buy from them. Make that at least nine. No telling how many more who haven't posted.

 

It's surprising that they think somebody would actually buy one of their dolls advertised in the sales forum after they were so rude. Tch, that makes two companies I for sure won't buy from!

 

Well...they ARE a company, you guys. You can't rag on them for trying to keep their business up. There's still a possibility that not every person on this forum has read this thread. It's also possible that people that have read this thread still may buy from them. I certainly won't (is that ten official boycotters now?), but the fact remains that it's still a possibility.

While they may have failed the basic business move of trust-your-customer, they at least understand to try for sales no matter what. ESPECIALLY if they're worried about a damaged rep - they'll be even more desperate to make sales to prove they're still a viable business.

So....don't be too angry at them just for trying to advertise like so many other companies. D: Get mad for the RIGHT reasons, like the customer service fiasco we have on our hands here.

 

What I don't understand is why the company are being so stubborn. All she wanted was a replacement right? Not a refund?

So it's not like she'd receive the doll, break it, and ask for a new one, I don't think anyone would do that. -_-

 

I think they are trying to say that she got the doll and was trying to modify it, then botched it somehow and is trying to scam them into getting a new one for free

hence why hey wanted her to send it back so they could look for evidence of "grinding" and why they came to the conclusion that she did in fact cause the damage herself because she did not send it back to them immediately

 

To get immensely technical, slander/libel can be proven in a court of law, in the United States, if it is proven that what has been said has damaged your reputation or harmed your business in a measurable, definable way that can translate into a dollar amount. I know, I thought that was obscene too, but I am taking a graduate-level class that deals with urban planning and law and I raised this to the professor when we were discussing a slander case. I too thought that in order to be free of the charge, it just had to be the absolute truth. Not so, at least not in the U.S. of A.