Negative Feedback Nightly Edelweiss for inappropriate packaging and undisclosed damage

I purchased three iplehouse dolls from Nightly Edelweiss, as well as one DS Doll head. The DS Doll head arrived in good condition despite the improper packaging, so this thread will be about the three iplehouse dolls.

I purchased Stella, Doria, and Vera from Nightly Edelweiss. They were shipped Via EMS from Russia to Canada. They were shipped April 22nd, and arrived June 7th. Nightly Edelweiss describes how they will ship in the following way in our PM

This, I had expected meant that the dolls would be wrapped in fabric, like many companies do with pillows in boxes, but otherwise protected with packing material such as bubble wrap on hands and feet that could break, and something to insulate them from potential moisture, or impact. this was not the case. I described the condition in the following PM I sent to Nightly Edelweiss just before posting this thread.

I have linked photographic evidence of packing materials and damage. This packaging was not professional, and lead to the damage to Vera's hand, as well as a mouldy smell coming from the string. I am unaware as to how long the dolls have been damp, but as they were in transit for over a month, I did not risk keeping the string.

There were additional concerns with misrepresentations in the dolls' condition, which I outlined again in my PM to Nightly Edelweiss here:

As follows, I would like to negotiate a solution with Nightly Edelweiss regarding the condition and damages, as I outlined to them here: (please note, I misremembered the shipping cost--it was $125, not $150)

I have posted this here in the interest of transparency, as I am concerned about continued damages if other dolls are shipped this way. Nightly Edelweiss, please respond here rather than to the PM I sent you beforehand, and lets discuss the refund reflective of the condition of these dolls.

 

A slight update! Another member* was kind enough to let me know that the engraved tattoo was from the FOMA Yui release, and not a mod as I'd initially thought! Nightly Edelweiss' listing read--

So I'd just assumed this was a modded tattoo by Red Lorna. This was still completely undisclosed, and it should not be the buyer's responsibility to research if any marks on the body are going to be engraved, and without the message this other member sent me, it's very likely I wouldn't have learned that this was made by iplehouse, as I haven't gone through their old listings. I still firmly believe this should have been documented by the seller in the listing for this doll.


*(I haven't mentioned their name so a problem thread doesn't come up when you search them in the MP, but if they'd like I'd absolutely cite them)

 

I’ve been in contact with Nightly Edelweiss via PayPal, as they did not contact me here or via PM until I escalated to a dispute. They told me that it was my responsibility to pursue the refund via insurance, and that the yellowing was reflective of the age of the dolls. I provided PayPal with pictures of the undisclosed staining, the yellowing relative to another piece of Iplehouse resin of the same age, and the packaging provided (the same ones in my initial post) and reminded that it is the seller’s responsibility to claim insurance, and further that, due to the nature of how the dolls were packed, it was unlikely I’d get a refund because of seller negligence. When Nightly Edelweiss did not respond, I told them that I was going to give them a week to think, and then escalate to PayPal arbitration.

As they did not respond, I escalated to PayPal, and asked for a refund for the parts I’d have to replace (string and hand) and for misrepresented quality (15% of the total sum, minus shipping) reflective of the damages, time spend cleaning to prevent mood, yellowing, staining and other issues. Nightly Edelweiss as far as I’m aware did not respond to PayPal’s arbitration, and I have been awarded my requested refund.

all in all, this is uneasily resolved to me, as I was only compensated due to PayPal, the dolls were not represented accurately in any sales listings between staining, yellowing and the tattoo, and the method of packing could have lead to more significant damages, breakage or even mold concerns depending on the duration it spent in the Mail. I am very fortunate all heads and bodies are mold-free, restrung, and cleaned now, but this may not have otherwise been the case. I would not have any future transactions with Nightly Edelweiss, and I am glad this one has concluded via PayPal.

To the mods: I would like to mark this transaction unhappily resolved, as Nightly Edelweiss did not take part in the resolution and a secondary intervention was necessary, and if I’m allowed, to like this in their feedback, but I’ll wait for your ruling.