Phoning a BJD Dealer Over Problem Transaction?

Moving house, new baby or not, this is still a business transaction and they have still had your money for nearly a year with nothing to show for it. If the phone number is posted on their website and you're not getting anywhere with email, I think it's fair to call them to get this resolved. They are an authorized dealer for a legit company, and it's their responsibility to handle transactions professionally and fix problems when they arise. That's kind of the whole point of companies having dealers. You're not doing anything wrong, you've been more than patient with them. If you want a refund, you should be allowed to have it since you've paid for something they can't give you.

 

I'd contact them by any means possible as hey seem to be avoiding you and as has already been pointed out - they made a business transaction with you and are, from what you have said, been avoiding responding to you about it.

The longer you leave it, the longer you are letting them get away with terrible customer service.

Teddy

 

Supporting this, Teddy and CloakedSchemer are so right.

And if I might suggest one more thing that is *very important*: please post a service feedback for that seller here on DoA. We only have each other in that niche hobby to protect ourselves from problematic transactions and if people avoid posting feedback that is not all sunshine and smiles out of politeness and to protect the sellers... well, then the next person is bound to make an ill-informed buying decision. (I have a suspicion who the seller you're talking about is, and if I'm right they have done this before... more than once.) Thank you.

 

Yes!

Teddy

 

If you've not managed to get hold of the dealer already, I'd suggest using Facebook if you have an account. They generally reply very quickly via FB Messenger. If they don't reply via messenger you can ask always post on their business page on FB to force them into giving a reply.

 

Oh my dear, I'm so sorry, I don't know what to say. And of course this all occurs only after the paypal claim period expired. When Angelesque did this to us it was the same, but she did still reply if unreliably so, and she did refund us in the end, thank God. I learned my lesson never to let things go on longer than the paypal claim period, though.
I so hope beatnik's idea about the fb business page works out for you!

 

Sadly I cannot help you there since I don't use fb, but maybe @beatnik can?
Judging from how you appear here, I really don't see how you could come over as too aggressive. I think the right thing to do is stay factual in your statements, but still make clear what you expect of your dealer now. As long as you do not get personal and start insulting them or such like, there is nothing aggressive about that.
You two are business partners in a business deal, and both of you have obligations to fullfil, and if one partner doesn't do their part they have to face being made responsible for it. Private situations can not come into it at that point, and if they do then one simply cannot run a business. Or can you imagine a bookseller behaving like that with their paying customers in their one-woman-book shop?

 

@Merla you can comment on the page using the link below. Just scroll down and you will see the option to 'write something on this page'.

Angelesque

If you don't want to post on the page I can post a link to this thread on the page for you. I'd simply ask her to give this matter her urgent attention.

 

No problem. I've posted on the page for you, but it doesn't seem to show up publicly. In case that doesn't work I have copied and pasted the content of the post and sent it to them as a direct message. Here's what I've sent to them:

Hello! Your help is needed urgently to solve an issue with an order placed via your dealership. Please use the link to find the discussion thread over on the Den of Angels forum. The individual in question had not received her full order and a large part of the order received so far is incorrect. They have been struggling for quite some time to get this resolved but they have not received any updates or replies from you. The silence on your side is obviously worrying. /threads/phoning-a-bjd-dealer-over-problem-transaction.814684/#post-12738701 Please can you look into this ASAP! You can send the individual a private message on Den of Angels or comment on the thread as linked above.

 

Hiya, i never come on here so i have just got a message and of course i am still around, my mobile number should work? i use it all the time
The doll we talked about is in production with AS, i expect it soon as i last replied to your email saying they would only make a full new doll, so i have had to purchase this out of my own money, and have done, so i can get the right one to you
I hope this is ok, and yes if you do use facebook just drop me a message on there, or call me, your never agresive and i am totally open to chats, i wasnt aware you had emailed me, i am so very sorry to worry you. I hope this is ok, and the money for outfits that didnt arrive from the company should have been with you for some time now x

 

@Merla have you had any further reply, other than the above?

 

@Merla at this stage maybe you need to ask a mod if it's ok to post a problem transaction thread? I'm not sure it would be acceptable because the transaction didn't take place on the forum, but they may be able to help you to open a communication channel. The only other suggestion is to use FB Messenger.

 

@Merla, just popping in to say please be careful what you believe... here, in her excuses Carol is using the exact same wording and phrases she used when she let us wait for a whole year for a body that never came. Just be careful what you do. I so hope you will be refunded...

 

I see. This is so sad, I just wish she would have shut down before she started not delivering what people paid for and before she stopped refunding people. It's also sad because she started out with the best of intentions and was a lovely person.

If you are in their country, maybe you can take legal actions? I mean because paypal is not an option anymore.

 

@Merla Oh no! I really have no words for that. I hope she does honour the outstanding orders including the new body she claims to have ordered.

You need to contact her directly on FB Messenger to push for a refund on the missing parts and ask her for proof of the reordered body. I'd also contact the doll company you bought from and ask if what she's claiming is true. They may be able to assist you and you'll also possibly have proof that no further order has been placed if that's what this situation turns out to be of course. They need to know so that this can be sorted out as Angelesque are being what I can only assume to be deliberately evasive.

Edited to add - the fact that she keeps stating that the part refund was made already doesn't get her off the hook either. Ask for proof from her side, such as a screenshot of the refund on PayPal (as much as you know she's not sent it, she can't refuse to provide proof). Be sure to ask that the date is clearly visible. All evidence you can gather will help you to get the refund you are due.

You can also contact citizens advice. The following link may be of use to you Contact the consumer helpline

 

Just wondering...have you tried contacting Angell Studio to find out if Angelesque has, in fact, been in contact with them, if the missing items were actually out of stock and if your correct doll is genuinely in production? Most companies will gladly rectify their own mistakes, so I find the whole 'they will only make a full doll so I bought you one with my own money' thing a little peculiar, at best. Why wouldn't AS have simply exchanged the wrong doll for the correct one?

 

Sorry for intruding again , but this might possibly explain just what you said: We went through the same misery Merla is experiencing here, and in our case the real problem seemed to be that the company did not in fact send the wrong body - she had ordered the wrong body for our doll in the first place. So the company did not want to make good on a mistake they hadn't made and only wanted to accept a new order and payment for a whole doll. She did not tell us, we had to find out ourselves.

She has been making such careless mistakes (from not taking enough time to do things properly) in every single order/ shipment we had placed with her over the last few years, so it is possible.

 

Exactly, which is why I think it's important for Merla to contact the company and find out what's really been going on, as opposed to what Angelesque has been claiming.

 

@Merla keep messaging her on FB, every day if need be so that she gets this resolved and provides the proof of refund or the refund itself.

As others have suggested contact AS via email and ask if Carol has placed an order for the full doll.

 

I am happy for you getting the refund, Merla!