Ordering My Dollection

I haven't. I messaged them on instagram and by email.

 

May 11 was my last communication from them, and it was just to say that something had come up the past few days. I've been messaging them through Instagram daily with no reply.

 

May 7th was the last time I heard back from them, I did see them make one Instagram story some days ago claiming that they're just very busy but who even knows at this point what's true anymore.

 

I haven’t heard from them either and I messaged them over a week ago on instagram. They said in their stories prior to that that something came up or they’d be busy with something, but that’s no excuse to ignore customers like this.

 

They replied me May 22 if it helps. Despite all my frustrations they have been pretty good with replying me by email lately. Maybe they have a lot of problem order to catch up on including mine.
Er, I mean... it's all problems but like received order with missing items...

 

Weren't they earlier saying they don't have access to their email so they couldn't answer those? I guess that's "sorted" now then.

 

That was regarding the old email on their site and the one used for orders back then. I have been getting reply from the email that's currently on their web store. I never got a reply from the old emails so they may never have gotten access.

 

Whats the current email people should use? I know on their website it says support@mydollection but when I try to send an email to that address, I can't.

When I hover my mouse over the contact us, I get a Gmail address, but isn't that the old email?

 

the one that I have been emailing is support mydollection com

 

Ah, I see. I just needed to add a .com at the end. Thank you.

 

no problem. glad you could get it working and sorry for being vague about it. I try not to repost full email addresses in case a spam bot decides to scrape for them

 

You weren't vague at all and very helpful. Thanks again.

 

I got an email response very quickly. I wasn't given an update on my orders, but I was told that they haven't been able to reply to people on instagram because their account was maliciously reported by an imposter who's been imitating their website. They said they sent evidence to facebook and hope to regain access to the account too.

 

Sorry I keep posting here. . . . MyDollection just posted they have access to their Instagram account again. They wrote:

"We apologize for not responding to your Instagram messages in a timely manner. We understand your concerns about the status of your orders and sincerely apologize for any inconvenience this has caused. We are committed to ensuring that every order is handled properly.

Thank you for your continued support and understanding. We would like to share some recent events with you to help you understand the challenges we are facing.

In April 2024, we have been alerted to a FAKE website impersonating us and sending misleading emails to our valued customers. Although we took immediate action and successfully shut down the fraudulent website, they quickly registered a new domain name to continue their fraudulent activities. Additionally, our Instagram account was maliciously reported, which prevented us from responding to your messages promptly.

We have received many incorrect order numbers, and some customers repeatedly inquired about the status of their orders but did not respond when we asked them to provide their order numbers for verification. This has caused us considerable distress and wasted a lot of time and energy.

Your trust and safety are paramount to us. We sincerely hope to unite with you to resist these fraudulent activities, and please contact us directly at [email protected]. Help us spread the word by sharing this message and staying vigilant!

Thank you for your continued support and trust.

mydollection.com"

 

Thank you so much for this info, I wouldn't have known if I hadn't checked here! No reponse at all from Insta since May 11th. I'm getting really tired of having to play detective when it comes to communication with this company. I've sent them an email and asked for a final time for accurate updates about my doll. If I don't hear back, I'll be escalating the dispute I started via Paypal to a claim. This is beyond unprofessional at this point, and I don't have time to keep chasing these guys to get my package home.

 

All right now I'm confused. I mailed them from the site https://www.mydollection.com (copy/pasted from the browser's URL bar to be sure), but the "contact us" mailto link over there opens a gmail address.

 

If the first part of that g address is mydollection, the support email CC'd that address with their first reply.
I recommend contact support as they requested, but that address seems also theirs and not umdolls.

 

[email protected] is the current email they're replying to because I think they don't have access to the Gmail. I actually got a reply from the support email, so I definitely recommend emailing that one for a response. I'm not sure why they haven't removed the Gmail from the website because it confused me as well.

 

I got reply to the IG dm last night that was basically "we still haven't heard back from the warehouse, sorry for the late reply, we've been dealing with some tricky stuff lately" not sure if that was sent before or after they made the post but at least they replied something. Alas it was nothing exactly useful and after I replied back saying I hope their issues get sorted soon I just got automated message telling to use the new email address instead so it seems they're really shutting down any and all communication through Instagram now.

Oh and for the record, the last time I had heard back was 7th day when they said they'd ask the warehouse so apparently their warehouse has to be gigantic to not be able to find a single package in almost three weeks, maybe it would help if they actually stopped accepting new orders for a while and sorted the old ones out first...

Wanna place bets on the next issue they'll have? My guess is either the new email also starts having issues, their PayPal mysteriously stops working and they can no longer access it, and/or the warehouse straight up burns down or floods so they still can't send out any orders or maybe it'll be another accident. All I'm saying is that while they were having issues with Instagram they could have put their energy in sending out the orders they already have at hand instead of apparently sitting on their hands for few weeks and waiting to have access to their account again. I'm sorry if I sound very salty but well, I am salty. I don't believe I'm going to get the head and body I ordered and even if I will this whole thing has soured me so badly that I don't even want them anymore since I'll always associate them with this experience.

It could be that I'm wrong and all the bad things and setbacks they've experienced truly happened but to me it feels like stalling tactics. Every time they start getting more heat something awful happens and they disappear for a while then "solve" the issue, people are happy for a moment thinking they'll now get their orders and after the amount of messages gets too much again they'll soon have another issue or emergency. Either the current owner is the unluckiest person alive or they're straight up lying and I'm really starting to lean towards the latter.

 

They did reply almost immediately when I contacted them at [email protected] rather than the gmail address... Apparently they have what I want in stock and it would be ready to ship. I'm going to monitor this thread for a bit and see if things are actually moving.

 

When I made my order for the head they told me that they had bodies in stock with a list of them in case I wanted to add one in the order, back then I thought it was a great idea so I added it and fast-forward to when the head was supposedly done, they confirmed that it was ready BUT the body isn't. How is the in-stock body not ready? I never got an answer to that. So don't trust them to actually have anything.

 

Thanks @digi for the heads up. I'm definitely being extra cautious here given the situation. I wanted to make an order with them at the start of this month, but I did not receive a reply and other plans came up, so I'd reschedule this for next month anyway. If I see that things actually get better I'll place the order. It's just one head and given that it's in stock, I should be able to act on time if I start seeing something fishy, worst comes to worst.

 

Will be watching this thread. I placed an order with them a little while ago and have gotten no updates, I emailed their gmail account and had no answer - basically, any they stopped responding to any questions after I placed my order. That's a bit concerning. Should have read this thread first, lol - when I initially planned to order with them I did a quick search, someone said they were legit, and I was like OK :p

 

I got a reply from them via email last night with a whole lot of words and no real resolution. They assured me that the package had been sent and that the tracking was accurate, but they had no idea why it wasn't updating. The tracking has stated from April 30th that the info was received, but not once has it indicated that a package was actually handed to a carrier, which they completely ignored. It's not moving because it was never given to the carrier! They gave me the standard "we're sorry and will be looking into a swift resolution" but with no timeline and no real promises. Considering the across the board poor communication and false promises we're all experiencing, my patience has run out. I'm giving them until the end of the week to give me a working tracking number (and even that's generous) or I will be escalating my Paypal dispute to a claim. I've been in the hobby since 2008 and have done many, many orders, and this is by far the absolute worst experience I've ever had with ordering a doll.

 

They seem to have their Instagram back. End of April they said they should get the last of the orders from a specific doll in end on May.

DM'ed them yesterday to ask if they got those orders in. And they replied to me pretty quickly. They said the orders from this one artist are in the warehouse and they will try to ship my order asap. I am trying not to keep up hope but I will believe it when I get my doll

 

Could you guys let me know what email to contact? The last one I emailed was [email protected] and still have had no answer.

Maybe I should just open a paypal dispute if they dont respond -.-

Also, an older email I sent that I never got a response to was sent to [email protected], which is the email that came with my order invoice. Idk if that's a legit email, but I'm starting to think I got scammed :P (the order was Placed on Mar 27, 2024)

ALSO also, the very original email that I contacted them with was [email protected], when I asked about product specifics, and they were pretty quick to get back to me. After I placed my order and asked them some followups, they never responded.

 

@fishbonez
at the very least, you didn't send your information to an unintended party. awa dollection gmail is the old owner email that the new owner doesn't have access to and it's printed on my invoice too. support mydollection and mydollection gmail are both belonging to the new owner.

I got reply from support mydollection a couple days ago. (all they told me is be patient again)
If you ordered something preorder two months ago they might not be prioritizing it, it seems like they may have a lot of problem orders to comb through. Or did you order "in stock" item?
You are well within paypal claim limit, so use it if you need to.

 

I got a response from Dollection yesterday and the news was not surprising, but also not what I wanted to hear. It turns out my doll is sitting in the warehouse in Shanghai, packaged and ready to go, but because he's so big (2D Doll Ciel, 75cm) they can't ship him with their usual courier services. They said they are "exploring alternate shipping methods".

I feel I've been patient up to this point, but I'm genuinely angry now. I was told on April 30th when the tracking number was given to me that the doll might be too big to ship with USPS, so they'd find another courier. It's now a MONTH later and after telling me multiple times that the doll had shipped, was in customs, or was about to ship (or the day before yesterday, when they said he had shipped but they didn't know why he wasn't moving), they're acting like this is the first they've heard of it, and they don't have any idea what to do. I have little faith that they'll figure it out in a way that will work in my favor. I have ordered many, many times from overseas companies and never had something like this happen. I feel for them, but their complete incompetence and failure to communicate or take action is just 100% unacceptable for a company that is exchanging hundreds of dollars for goods.

I'll be asking for a refund, and if that's not possible, moving forward with the claim. I do genuinely appreciate their transparency and their quick responses, but that does not negate the complete lack of competency. Good luck to everyone else, this seems like it's going to be a bumpy ride from start to finish.

 

Thanks for the reponse
@Novalyna ! Both my orders are preorders, one is a bust stand and the other is a head from ATS Doll.
They've gotten back to me, though apparently they think I've only ordered one item, and when I asked them about the ATS doll head they responded only talking about the bust stand again, which is err.. a bit strange, but hopefully my last email will clear up that confusion.

While preorders are probably deprioritized, a complete lack of info is a bit frustrating to deal with. In our exchange where Dollection keeps talking about my bust, they said it's still in production and times can be unstable, but I'd like at least some sort of estimate, since doll makers are pretty good about providing that? Like, is the wait time another 1 month, or 6 months? Dunno.

Good luck @Kirakukami D:

 

Has anyone actually ordered in-stock items directly in the past month's timeframe and had them delivered normally?
@fishbonez when I contacted them at [email protected] I got replies quickly (within the hour once, morning after the other time), but for what it's worth, I was asking about an order I am yet to place.

 

Chiming in here with an update. After asking for a refund, Dollection suggested that I just escalate my dispute on Paypal to a claim. They didn't offer up any immediate solutions of how they were going to ship the doll to me, and said they would "need time" to essentially figure out how to ship the package. I'm not willing to wait and have very little faith that they would prioritize shipping the package if they haven't already started on a solution, so I escalated to a claim. I'm disappointed, but I was resigned that this doll wasn't coming home several weeks ago, so I'm happy to move on. I simply don't understand how you can a) sell a doll too big to ship with your courier services and b) not immediately look for a remedy when this fact is made known. The fact that they do allegedly have the doll but are unable to figure out how to get him overseas is just..baffling, and shows a complete breakdown of process within the company. Ah, well. Disappointed but glad to at least be moving towards a resolution. They have until June 10 to respond to my claim, and if all goes in my favor, I should have my money back by June 20. I would highly, highly advise anyone looking to place an order through these guys to find another seller, as they really don't seem to have it together at this time.

 

It’s usually not a good idea to order from a company or dealer with so many known ongoing issues and depend on PayPal as backup.

 

I think the fact that they are still accepting new orders when they are supposedly short-staffed and struggling with such a large backlog should be a huge red flag not to order from them right now. Any responsible seller would suspend new orders for now till they get their act together.

I suppose it's possible that they might just have the worst luck ever, what with all this having to deal with an imposter on top of all their medical issues. But part of me can't help feeling that the timing of the appearance of this imposter seems too... perfect?

Would someone really go to such lengths as to set up fake accounts and stuff to make it seem like there's an imposter? Maybe? Maybe not? In any case, I feel like that's all something to think about.

 

Yeah it is. If I didn't know about this thread I would've surely placed an order. They replied to inquiries very quickly. But apparently they disappear after you actually place the order. I think I'll just make peace with myself and pass on this one.

 

Yes, please don't order it's not worth it! If the in stock item you want can't be ordered from another dealer anymore, you'll most definitely have better luck getting it if you look in secondhand market.

 

this is so worrying considering I’m waiting on a 75cm doll and they haven’t mentioned any of that to me this whole time how the heck do they not know how to ship. Why even offer free shipping if they can’t handle that? I’m baffled

 

It makes little sense to me, either. Honestly, I wouldn't doubt if it was just an excuse. Hoping you have better luck than I did, but I wouldn't give them the benefit of the doubt at this point

 

Does anyone have any positive order updates from MyDollection? Even just working tracking is good news at this point?.... Between all the angry (but justified at this point) comments on instagram and the posts here I just feel like I'm losing hope at this point.

 

Not sure if it's a good thing or not but my order statuses no longer say "shipped" they've been turned back into "confirmed" but at least they're aware that it hasn't been delivered so that's something I guess.

 

From the BJD Discord server... I know one person got a working tracking number and then received their order of correct item (a clothing set). And another person who got a non-working tracking number, but still received a partial order of correct item (a doll head, I think) - they're still waiting for stuff from Dollection though. Both parties had been waiting for their orders since last year, I believe. That's the only success I've seen on Discord so far.

 

I'm honestly so furious at this point. I ordered one of those ot Wanderlust dolls over a year ago, after having had two previous orders that went well enough, and have since found the original creator on instagram, who's apparently never posted those dolls in a blind box the way this was marketed from dollection, and never even released the one that I paid extra to ensure I got! I really think they've scammed and lied to us for the past year, at this point! I have sent them emails and private DMs on IG, and the only time I ever got a response was when I went and made comments on other peoples' IG posts about their bad experiences about how I was having the same problems. They marked mine as shipped, and I asked them about it, they said it was going through customs, and since I was going through the brain-fog of getting married and having to also organize a big house move, I kind of forgot about it until last month, and have had nothing but a headache ever since.

It's kind of hilarious. When they did start replying to me, telling me they'd check with the artist because they think there was some mix-up, they never gave me an answer to what they discussed with the artist or found out, and once I asked for a refund instead of waiting any longer for the doll, they asked me for my paypal, and then immediately told me that I had to message them through their email instead of DM's. And now I'm not getting replies on either avenue.

At this point, I've seen enough scams to know where this is going. I don't believe a single word they've said about changing ownership, getting into an accident, being understaffed and overwhelmed, or even the whole thing with the "scam website" who was "spoofing them." I think they just got caught trying to dip out by rebranding to escape the backlash after people realized what was happening and came up with an excuse. What do people always do when they end up scamming their customers? Start talking about how overwhelmed they are and how they're trying to make it right, but OH NO, They've had a SUDDEN HEALTH EMERGENCY! They can't possibly fix this massive problem they've caused right now, but they sure hope you'll be understanding, uwu!

I honestly wish I'd thought to check here before I got into ordering from them, but I didn't think to because I was ordering dolls that were ot for DoA and had been told it was a good place to order things because they had those giant doll-scale horses for sale on their website, so I figured they were on the up and up. (Not that I'm blaming the people on DoA who directed me there. That was before all of this went down.)

I honestly don't think they're going to ever stop, either, with the fact that they keep taking orders and posting on IG, despite everyone calling them out for it in their comments. They're even hiding a lot of angry comments from customers on their posts to try and get away from the backlash.

 

Yeah. . . . I think I'm just going to stop waiting open whatever paypal disputes I can right now. I know I can't get back all my money, but it's better than nothing. . .

EDIT: I opened three paypal disputes, one for each layaway payment. Oddly enough, the second dispute (also the cheapest one) was automatically closed and the money refunded to me by Paypal. I've never seen this happen before, but am glad.

 

^ I wonder if they've already gotten so many disputes that they're just pretty much accepting lower value ones without much further investigation now? Out of curiosity since I've never had to open a dispute before, how does one go about it? It's starting to feel like the only way to handle things now. It's well over the time limit for me though, it's going to be the first anniversary of my order in July

I just sent them email repeating everything I've been through with my orders starting from the very beginning so they know what the previous owner(s?) (if one even exists) did too and asked them to either send my items and stop with the excuses already or to refund me, will be interesting to see what excuse I'll receive this time if I even get a response at all since I mentioned that I've seen quite few unhappy customers of theirs lately.

Oh also I did notice that they've finally added support(a)Mydollection.com email to the site, if you click on the "contact us" that still goes to gmail but clicking on where it says support(a)Mydollection.com goes to right email so they're at least updating the site a little. Maybe that is a sign of them trying to make things right since they're no longer hiding the working email at least. Or maybe I'm just being overly optimistic

 

@digi I feel like this might be what's happening. The case I got refunded for was $100 exactly while the other two were above that. As for how to make a dispute, you login to paypal and on the main page on the right look for different options. You'll want to click the one that says Resolution Center, which on my laptop was within the 'other' button. There you click 'report a problem' and search for the transaction you wish to dispute. Afterwards, you'll be asked a bunch of questions like if you didn't receive the item, received the wrong item, or want a refund. You're also asked about what the item is, it's monetary value, and if you already contacted the seller. Oh, they also ask for a delivery day, so I just put in the last day of the month I was promised my order.

You can also add images to help your case. For mine, I added every email, along with instagram messages (where they promised to ship my orders in april) to strengthen my case. I also added screenshots of my orders to give content as to why I'm doing three disputes for one order/ item. Hope this was helpful. c:

 

Just so you know, I went through all the process to file a claim but since it was past the protection period it was automatically cancelled by paypal right after submission due to the time... they used to review these case by case but it seems not anymore. So make sure not to let the time lapse if u can still file a claim.

I still have not seen hide nor hair of my "prompt" refund for missing items.

 

I finally got a reply to my email, but I feel like it just has more excuses and lies. We'll see what happens, now that I've told them my order - including all three layaway payments that were done as separate orders so that they can't try and weasel out of the entire amount if they do want to actually go through with refunding me the money - I honestly expect to just be put on silent for the forseeable future.

Here's what their email said:

"Hello,

We apologize for not resolving your order issue promptly. Could you please provide your order number so we can check the status of your order?

The person responsible for your order is currently hospitalized and may need surgery. You can file a dispute on PayPal to request a refund if you prefer. However, if you still want your doll, we will send it to you, although we are currently facing some obstacles that we are working to resolve."

I have to wonder how many medical emergencies they're going to have. This is number two for them. Let's see if they claim a third, later on. I've seen so many scammers claim medical emergencies as excuses for not doing right by their customers, I don't believe a word of it.

My wife pointed out that me telling them "I can't file a paypal claim, it's been over a year, they'd decline it!" when I replied was a bad idea because it'd give them power in the whole debacle, but I honestly don't expect to get a refund, anyway, and I didn't think about that before I sent it, so I'm not going to worry about it, at this point. If they use it as an excuse to refuse to refund me, I'll just add it to the excuses they've hidden behind to justify not doing what's right.

The fact of the matter is, my doll was never even put into production, they sold me something that wasn't even anything more than a concept, and they lied about what was happening! I'm not going to wait an unforseeable amount of time in the hopes that the artist actually makes the dolls that they thought up, when they might have decided that one wasn't vibing with them. Though I don't blame the artist at all, I really doubt they knew that this whole thing was happening.

 

Good to confirm that they are legit, but if they are short staffed/incompetent and it results in people not getting stuff they might as well amount to scam.

I'm ordering through them specifically for items that are seemingly discontinued/difficult to obtain elsewhere, and it makes me wonder what kind of relationship they have with the original sellers. Apparently they are based in Malaysia; both the items I'm ordering (ATS Gluttony head and Tony elegant bust stand) are created by Chinese doll artists, and I've checked Taobao/other pages for the same items but they were not available.

Anyway, in my latest response from them they said one of the doll artists is currently hospitalized (hope they get well soon) so they can't give me any time frame for manufacturing, and that they are still trying to resolve the issue.
Additionally, "If you don't want to wait any longer, you can dispute it on PayPal and request a refund, which is your right."

At least being able to ask for a refund is comforting, I suppose

 

Whut lol
@hellsingmongrel
Is every doll manufacturer suddenly in the hospital?! That's super sketch. In addition to, well.. the rest of your post

 

No, seriously, this is just the first excuse scammy people always come up with when they're trying to get out of the responsibility they have to their customers. It's happened time and time again, in so many industries, which is why I don't believe a word of it. I've had other companies do this in orders I was a part of before (though that one was for dice and not dolls.) and that one shortly thereafter dropped off the face of the Earth when they realized that people weren't buying it.

 

@fishbonez I wanted to make an order from them for the same reason, they claim to have items in stock that nobody else has. However I would avoid placing an order. Judging by their recent history you might get the wrong item, get delayed forever (until it's too late to chargeback) and so on. Other people (by comments on Reddit) were lied to about stock and claim that the seller has messed with blind boxes to sell the more rare items at a markup, and I've read other instances of the "we cannot ship this body with the company you chose" excuse as a way to ask for extra payments. I would not believe any of their claims about health emergencies or the site getting hacked, I am sure it's all a way to delay until the terms for a Paypal claim on batches of orders expire. If you want to hunt for rare stuff it's probably wiser to search for it with a Taobao proxy, you'll find it.

 

I am not of the belief that they have any sort of relationship with the artisans. I think they order as normal customer through taobao or weibo or wherever the Chinese artist is selling. If the preorder period is passed I doubt they can get it and it seems they don't manage the items on their site after the preorder finished.
Reason being that I remember reading about some buyers reached out to the artist asking about their orders made by Dollection, and the artist did not recognize or have a record of this name. That does not suggest a dealer relationship to me.
Frankly I have been trying to tread gently in hopes they will see this transaction to the end but I am doubting how much longer they will try to play clean up before up and disappearing.

 

@Novalyna I have found listings for the items I wanted on Taobao via a proxy, and now that I think about it there's a good chance they're just buying them off of those listings because the colors available are the same they claimed to have. I assume their "stock" is what they see available on the Taobao listings they'd buy from. It would explain why they'd suddenly claim that the item you ordered is not actually in stock - someone bought it first from the official listing.

 

I've never ordered from MyDollection, but I buy BJD stuff routinely from Taobao, both directly and through proxies. The general practice of small Chinese artisans is to open time-limited preorders -- the time limits range the gamut from minutes, to a few days, to a whole month. Taobao is usually the shopping platform, but some artisans sell through Weidian (alternate shopping platform to TB) and Xianyu (secondhand market), and possibly in private group order/buying communities on Chinese socmed like QQ and WeChat.

I haven't looked through all of MyDollection's product pages, but from my general observations, I agree with Novalyna and lutke that MyDollection is generally not acting as a dealer who has a formal relationship with the artisans and direct channels to stock that normal buyers don't have. Instead, they seem to be acting as a proxy buyer who is joining a preorder/group order as a normal buyer (just doing it on your behalf), on those platforms listed above. But otherwise they have no formal relationship with artisans.
Maybe they once had those formal relationships, but I have a feeling that this would've changed once the company passed from Awa in Malaysia (who was the original owner, I believe?) into new hands. I highly doubt they have any dealer relationships now.

So I will not take the shop pages on MyDollection as being accurate at all regarding stock and availability. Do not buy from them now. If you bought from them after the original preorder closed (and you wouldn't have any way of knowing this without investigating Weibo/Taobao/etc yourself), I don't think you will get what you bought. Even if MyDollection made contact with the artisan, they might not have anymore stock to spare.

 

Dollection is now asking me for the receipt of the final payment I made that was orchestrated through Instagram (their Insta contact sent me an invoice.) They didn't tell me why, and with how sketch they are acting, I'm reluctant to tell them anything. Why wouldn't they have the receipt themselves? Any ideas?

 

Hi! I want to share my order status. So, back in 02/2023, l ordered 3 completed Kaniboom travel kitties, and I was charged for three dolls. However, I received 2 dolls and one face plate. I have contacted them thru IG and email, and no response. At this point, I can't open a PayPal dispute anymore. If you have a pending order, don't believe their lies and file a claim!

 

Well, their bookkeeping certainly seems lacking... hence, all this chaos.
If you send a receipt, be sure to triple check that you are sending it to the intended party, and censor your private information.

 

I received a reply from them too, I omitted some parts but here's what I can share:

"We sincerely apologize for not providing a better shopping experience and for the delay in responding to your message.

We have checked orders (removed numbers)...It is possible that the dolls have not yet arrived at the warehouse, and we are working hard to resolve this."
[Earlier they, or the previous owner, told me that the head has arrived so that seems strange.]

(I removed more parts here regarding my order)
"There are some things we need to explain. The previous owner is currently in the hospital and may need surgery. We took over this website at the end of April, and just before we officially took over, we encountered a fraudulent website, followed by a series of negative comments that left us at a loss. Fortunately, we have managed to adjust and move forward.

Currently, we cannot contact the previous owner and are coordinating with her assistant regarding your orders. Due to transition issues, the previous owner's warehouse is not following our instructions, so we cannot verify the inventory or ship the items. We are negotiating with the warehouse and hope to have a resolution soon."
So it seems that the injured person =/= the current person in charge. (If we suppose this is all true and not a lie)

"Regardless, we will always work diligently to resolve your order issues. We will inform you promptly once there are any updates. If you do not wish to continue waiting, you can file a dispute on PayPal to request a refund. This is your right and a way to protect yourself.

Thank you for your understanding and support. We are always here for you, so feel free to contact us anytime."

I don't even know what to think honestly. I hope it's true and they're genuinely trying to solve everything but I wish they'd openly communicate that elsewhere than just Instagram stories so people could actually see those posts without it being sheer luck.

 

I'm conflicted as well. They replied to me today as well with them saying:

"Hello,
We apologize for the delay in responding to you. We have indeed received many emails, and we are responding to each one. Your order is currently in a pending shipment status. As far as I know, your goods have arrived at the warehouse, but we cannot provide a definite update at this moment. Due to the transition issues, the warehouse does not recognize our instructions, so we are unable to verify the inventory or ship the items.

The previous owners is hospitalized and may need surgery soon. We are coordinating with her assistant regarding your orders, and we have made some progress. The payments for your orders were taken by the previous owners. I am devoting all my efforts to handling these orders, but this has made it impossible for me to operate the website normally, which is unfair to both you and me.

Regardless, I will do my utmost to protect your orders and the security of your funds. If necessary, I will use legal means to defend your rights.

Thank you for your patience and support."

It's odd that they didn't say anything about my paypal dispute or if I don't wish to keep waiting I can make the dispute a claim. Instead they mentioned legal action, which I don't think they've ever mentioned before. . . . Honestly, I'm unsure of what to do now. I want to be kind and see what happens (because honestly I still want my orders, especially the one I can't PP dispute anymore), but at the same time, they've lost my trust.

My gut is saying to maybe proceed with the claim and just accept only the other order if they're telling the truth. I'll probably think about it and reply in a day or two.

 

They didn't mention my claim either until I made it very clear that I would escalate on a specific day, and even then they only said something when I gave them an ultimatum of a refund or the claim. I would keep a tight eye on the dispute deadlines and make sure you still have a window to claim the items that you can. I don't think anyone's successfully seen an order shipped in some time, at least not here. I know it it was great peace of mind when I finally just escalated and knew I'd done all I could. For the record, they haven't responded to my claims at all. I have 4 more days until it reaches the window when I'm automatically refunded, just crossing my fingers for that now. Good luck!!!!

 

I actually wonder if the current owner really is a different person from the earlier because then it kind of makes sense for them to keep telling people to ask for refunds - they'd come from the previous owners account who took the payments (I'm sure the current one has their own for new payments) so they're not losing money and the possibly existing hospitalized previous owner is the one losing their money and if they truly are in the hospital they likely can't respond to the claims.