problem with B&G (Boy & Girl)... [RESOLVED]

Hi doll-mage, i might be able to help if you post a message you want to send to them so i can translate it ^^;;

 

I'll be glad to be of help if you could provide more information, such as your name, address or the EMS tracking number etc.. I'm in Beijing, I can call B&G. Please PM me if you need my help.

 

Can't help, but good luck! I hope everything works out, and you get your dolls safely. Six is ALOT of dolls to go MIA. Best of luck!

 

Have you been talking to Layla-Mi here on the boards (she's a member of DoA, you know) via PM, or have you been eMailing her? I've had some success talking to her in the past via PM, but I think it very likely there is some kind of language barrier. Afraid I can't serve as a translator, but maybe if you post the text of the message you want sent, it will help you find one.

 

Can't you claim some kind of postal insurance?

 

Ah, figures. Hope it works out.

 

I would be demanding it. Either that, or for them to be replaced. The company should get their money back and replace your dolls.

 

This is so terrible! I agree with Rynn007, you need to be as pushy as possible. That might sound kinda bad, but this is a very serious issue. I don't mean to harrass the company or anything, but I would want them immediately start the search.

I really hope everything gets resolved for you -hugs-

 

Exactly. It's a pretty big chunk of money involved. And, sadly, sometimes you can't achieve anything without being pushy about it.

 

Since there is so much money involved, the representative of B&G should work something out for you. I would be sure to never order from them again otherwise...

 

any update to this yet?

 

wow,i hope this gets worked out soon,i mean theres alot of money involved with this for them to not do anything about it

 

Holey Moley! That is ridiculous! So how was it resolved? You are just sol? Were they "lost" in the US?

 

I would think that they would do their absolute best to get new dolls made and sent to you straight away! They dolls are insured and are covered when sent EMS (at least in my understanding) and to not replace them would be WAAAAAY too much NEGATIVE FEEDBACK for the company! THat will really hurt them where it counts, I will watch this thread and will not order my two boys from them till I see it is resolved in the Proper Way (You recieving all your merchandise) I am sure everybody here would gladly BOycott them as well, That is just such a stinky deal!! Hope it works out for you very soon!!!

 

Don't speak for the masses. I love B&G, and the fact that the item has already been shipped and the loss wasn't their fault remains. Since EMS shipments are insured, they will likely have to get confirmation of the loss, and collect the insurance before being able to soundly send out replacement dolls.

That said, this really is the fault of the postal company, not HerbTiger or RenassainceFashion (english B&G reps). I do hope something will be done about this, since 6 dolls is a LOT to go missing, and I would really look into attacking the shipping company over it. (Tracked packages , heck, packages in general are not supposed to become 'lost'. ) It's a huge hit to the company for this to happen. I'm sure they're working to fix it, even though it wasn't their fault. And if they're not, they should keep trying.

That said, I won't stop buying from B&G because of it (I love my Hera), but I definitely won't order dolls in such large numbers - could this be the result of a postal worker deciding to take home a few dollies? =/

 

were all six dolls n the same box??


just to be extra careful i would probably do everything seperatly that way if something like this ever happens you dont loose so much. even though its more of a hassel to watch six packages. i dont think anyone would try and "lose" six different packages.

 

Even if the loss isn't B&G's fault, a company should still keep in good communication with a customer and assure them that they are taking steps to collect the postal insurance.

When you run a business, things will inevitably go wrong. You can't always control that. But what you CAN control is how you deal with it, and how you treat your customers.

I'd probably still deal with B&G, but I am now rather wary.

 

Yeah, that is one huge box, it didn't just get covered up by letters...

I wish you the best of luck in getting your dolls! (My girl came UPS)

 

I don't see how anyone can say b&g is at no fault here... you are not done selling an item until it arrives at its destination and I think a lot of people and companies forget that. To totally ignore a customer who had just made such a large purchase is unacceptable. This is why I would rather buy second hand or from a us store like denver doll.

 

I wouldn't say they're at no fault, but it's not all on them, the Postal Sevice is to blame too. They're the ones who lost the box, B&G should keep in touch, true, but the blame doesn't soley lie on them. I do believe they should do something to compensate for the loss though. I mean, don't they insure the pakages?

 

did you pay with a card that lets you do a charge back by any chance if they do try to screw you?

 

B&G is not at fault for loosing the package, the post office is. It is B&G's responsibility to file the appropriate claims with the post office in a timely manner. I do hope you get your dolls or refund soon. Having to sell your dolls is awful.

 

Wow that is s*itty! All you can really do is hound the company to get that insurance claim in. And hope that someone finds it and you get it without much more trouble.

 

Call your credit card company. Tell them what happened. They will do a reverse charge and credit you back you money. When B&G gets the charge back they are going to be very upset and will contact you. At this point tell them again you never received your dolls and because the did not file a claim you did so yourself. They will then file the claim from EMS or whomever the responsible party is and receive their money back. Just do not order from B&G again. It is not B&G's fault for the lost package but it is bad customer service to not have filled a claim with in a 30day time frame. I believe 30days is the USPS rule. The package has to be missing for 30days. Lost packages of that size going missing is probably rare but it can happen. Insurence is always a must as well as using a credit card for protection. I hope things work out for you.
Now as far as selling your dolls, did you plan on selling the ones you ordered? Because even if you received the dolls you would still owe the money. I was just a little confused by that comment.
Anyhow I wish you luck.

 

THIS. I would do this as well.

 

Doll-Mage could you please share with us what the resolution was/is I had intended to order from B&G and would like to know if I shouldnt based on how they have handled your situation *hugs* to you by the way!!

 

Denverdoll is in touch with them, prehaps they would be able to help you get in better contact with them?

I'm so sorry!! :_:

 

Gah! This is terrible! I am very disappointed that Layla has not made every effort to keep in touch with you regarding this terrrible situation! The purchase of six dolls is a lot of money, and Layla should be keeping you in the loop regarding the appropriate claims/insurance paperwork to EMS to get your (1) money refunded or (2) get your dolls to you.

Im very sad for your loss. I hope it eventually gets resolved to your satisfaction. But in the mean time, I don't think I'll be buying anymore dolls from Layla if this is the way she conducts herself when a customer crisis arises.

 

Six dolls is A LOT of money and for them to all go missing is horrible!
B&G AS WELL AS the postal service should be doing all they can to help you.
True it's not B&G's fault for the package being lost, but they should be helping you and either refunding you or replacing the dolls. Customer service is a very important part of running a business. And if ignoring a customer who invests that much money in their products is how they're going to go about this..well I probably won't be ordering from them anytime soon.

Best of luck deary. And I'm so sorry you had to sell some of your other dolls...I hope you get some kind of resolution :[

 

Have you tried Denver Doll? Email them?

 

Back when I had a small problem with my doll, I left Lati a message and the same thing happened - everyone's questions got answered before I got an answer. I think it was because they had to figure out what to do, since it was money loss on their end.

I know it's not the same company, but what may be happening is they're holding off contacting you because they need to make a decision that would be financially favourable to them and satisfy you.... Which is definitely not an excuse for not contacting you, but they might not be completely ignoring you. Try sending them a message again, or get someone else to do it (so that they wouldn't automatically ignore it if they are indeed doing so), and ask them about the status of the resolution - not how it will being resolved but what have they done. They might be trying to fix it, but are holding off contacting you because they think they need to do so only once it's fixed... or something.

If they continue to ignore you, try calling your bank to see if there's anything they can do for you in this situation. And try calling Canada Post and getting angry at them. I've heard people managed to force the postal service to take action while being the receivers.

 

I'm thinking this might be it too. As I was saying, six dolls is a LOT of money, and B&G is fairly new - they probably haven't dealt with this sort of thing before.

It's no excuse, and I'd hope that they really ARE trying to do something about the situation.

That and yes, yell at Canada Post. I would be all over them about it right now.

I'm still not blaming B&G for it getting lost- it's not their fault it got lost - but I will think less of them if they do nothing to help resolve this.

 

Please keep us posted!

 

Yes yes, please!

 

Definatly! I hope this all ends well, SOON!

 

Thats odd...I ordered a Sky model last year and he actually got lost/stolen too, B&G Replaced him and sent him to me immidiatly. Though, 6 dolls would be much more of a hit to them...they'd lose money. I, as well as the posts above me, think that B&G is such a small company, they havn't had such a problem before, so please give them more time, maybe a week (or two), before contacting them again
I will wait to see the outcome, please keep this updated! 6 dolls is alot to lose..(My mom seemed very horrified when I told her, while discussing my current doll comming in, I think she has a better grasp of the money then I)
I wish you the best of luck


GH

 

Curious--- Did you order directly from B&G if so, how'd you do that? I got my girl from the e-bay seller, and the other people I know who have them got them from Rozen Garden site. The girl with Rozen Garden seems so nice, I'm sure she'd try to fix the problem, the ebay seller was kinda rude (my experience). So I was just wondering.

 

Any update ? We want to know the final solution. ^^
I hope it will ends soon and you get a compensate [get money back or get 6 dolls you've ordered].
Best wishes and good luck !

 

I assume she's contacted them too right? Or have you been contacting her?

 

Actually the EMS service in China as the official express mail system is EXTREMELY HORRIBLE (lucky that my area has independent mailing system). People in China just never use EMS to post stuff within China. They use EMS to send things to foreign because EMS's relatively cheaper and things should be ok that the parcel will be eventually handled to another country's EMS system. So I guess B&G may have a problem in pushing EMS on the China side to deal with the situation.
However, B&G is definitely not bearing no responsibility after we all know that the dolls are lost. I think they could do something with you even before they could get any compensation from the post office. And it has happened over a month...it's quite disappointing that they have not yet decided anything on solving your problem.

 

Oh... I hope you'll get the solution as fast as possible...
Pray for your best... ^^~

 

I mean, have you been contacting her all along or have you contacted B&G directly?

I truely do hope you get your dolls soon It's horrible to hear of something like this happening.

 

Is there any news ? Waiting for update. ^^
I'm hoping all the best solution, Doll-Mage.

 

not true actually. i dont know about EMS within china but EMS to overseas is VERY expensive den the speed mail. for example, i pay for EMS i get my tracking number, i pay for speed mail i dont get my tracking number, and they are around the same prices. I have worked with sellers using EMS for almost TWO years and i got everything that in good order.

I think its best if you communicate with the BnG head quarters. I can help if needed.

personally i think you should hammer the canadian post about it.

 

**nod** Make them look again. And again. They will eventually get so tired of you that they actually will look to make you stop coming.

 

Hopefully B&G insured the package so they can make a claim and resend your dolls.

 

I think they have to insure it, but for how much? Example, my CP Aru girl came this past week. With shipping she cost $313 ($255 without) and the value on the box was only marked $85.

If I remember correctly when my B&G girl came, there wasn't anything in the box though. I'll try to find the box and check though.