Problems with DOLKUS

I'm also having a problem with them. I ordered a doll and some accessories last november and when they finally shipped them this April they did not give me shipping notification. It turned out to be a problem as the postcode was wrong on the address so the customs notification went to the wrong address. I only found out my parcels were being held for customs when I went to collect something else. So yes, they do seem to send out without notification or giving the tracking number.

Also they forgot to include one of the wigs (a Crobi one that was in stock when I ordered). As I had a second order for some other accessories I placed in January I messaged them to ask if they could include it with that order and correct the postcode error. To this day I have received no reply to that. I did have a small parcel arrive, thinking it was the missing wig I was surprised to find it was a pair of eyes from my Jan order but nothing else. After waiting a couple of weeks for a reply to the first message I sent them another message asking for an update on the order and if the postcode has been updated but again I've received no reply.

So i'm stuck having waited 7 months for a wig that Crobi confirmed they had in stock and could send to Dolk immediately and 4 months on an order for accessories that had an estimated wait time of 2 months and I have no idea what's happening with those orders. The problem is, if they've shipped out without correcting the address and don't notify me, then if the parcel is stopped by customs then i'm not going to get the notification/paperwork from them either and it could end up being sent back because I didn't know to pay and collect. Urgh!

I was actually thinking of posting a 'does anyone know what's going on with Dolkus?' thread but seems i'm not the only one who's running afoul of their lack of communication. Anyone know what's up with them?

 

@Diaspro Oh my goodness.. I think they really are not great at updating people or their site thoroughly enough so that everyone can get informed well. I looked at the FAQ on their site now to compare the link you have given me and in the FAQ which I previously looked at to estimate my shipping day.... it states 3 days for instock LOL!!!!! ( and LOL as in realllll sarcasm..)
I just really wish that I could have thought of this gift sooner. I would have ordered it directly from LUTS. I really gave it a lot of thought into it and I mean really... the sculpt that I chose was just perfect for my sister's image and her taste for looks. I really just hope it shows up by this week
Thank you for your comment. You must have been really frustrated too about the problem that you had with them. I thought about sending a bunch of mails ( which I have tried last time with the doll that I ordered first time from Dolk... although they just ignored them is my guess), I think they will just not answer or give a very simple (off topic) answer from the asked questions.

Oh and also, I forgot to include in the post but My payment came up to 415usd in total but I had 7 points to use so I had to send 408 usd to them. I was in a hurry so I forgot about the deduction, I sent them 415usd and realized it after. I sent them a email about that and asked if I could get the 7 points back or 7 usd refunded to my paypal but that was completely ignored. I know its just 7 dollars but I dunno.. they don't seem to answer my question about the refund of that.
I don't care about the 7 usd as long as my doll arrives by this week, but seriously.. T_T

@Epicari I really think that communication is soooo important for business and for customers. I think it's just really ridiculous of how they do their customer service work. I mean, it is understandable that there can be a 'waiting' time for us to get a reply but ignoring and (what seems to be avoiding) some questions that go unanswered is just RIDICULOUS! and OMG.. 7 months wait for a wig? Holy moly..

I just wish everything will turn ok in the end. But really.. I don't think I will buy something again from Dolk after this doll arrives. I really don't understand how they sustain the customer service or just overall the website. And also, I think it's just one person replying and managing Facebook + inquiry emails in Dolk. (So that part I can understand that they are slow in replying but still..) If managing is that hard they should really recruit some people to work

 

I saw someone on Tumblr had trouble with an "in-stock" order until they threatened a Paypal claim, and then suddenly their doll was in the mail quite quickly.

 

Oh wow.. do you know how long the person had to wait for the instock doll to be shipped? I mean I don't want to open a claim because I know they will send it but if I have to wait like more than 3 weeks for them to send it then I would.. because it is wayyyy off the date that they state for shipments to be out.

 

That's the thing, I ordered a doll from them last year and it was all fine, messages were answered within 24 hours and they notified me when it shipped out etc. It seems to be from when they 'moved' earlier this year that communication has gone out the window. That does make me wonder if when they moved, they lost one of their English speaking staff member or have ended up short handed.

Though while I understand the language barrier or not having enough staff to keep up with enquires, i'm not so forgiving on them not doing shipping notifications. As they like to use EMS for being more secure by having a tracking number, having paid a bit extra for that service then yeah, I want the tracking number I paid for.

But anyway, I hope in your case it is just them being rubbish about sending out the shipping notification. When I brought up the subject of Dolkus shipping before, a number of other people said there had a been a huge delay in receiving shipping notification, so that seems to be an issue with them at the moment.

 

I remember the post about that and I also saw the comments about people having problems.. but really the no communication and notifying shipping is just absurd. Thank you for your comment. I really hope its just sent out

 

I think it was somewhere between a month and two months, I can't seem to remember the exact user or I'd double-check (sorry!) :s

 

Dolk... seems to have a bad reputation as far as communication is concerned. Meanwhile they have all these events and things, but can't be bothered to ship things in a timely manner...
I really hope your gift doll arrives soon! Their poor communication is really unacceptable.

 

@Calico .... 1-2month wait for a instock doll? Crazy! That is all the more reason for the person to file a claim. I can't believe how ridiculous they are handling the shipment.

@Wolfie Pie Thank you T_T I hope it comes soon too. I am done doing business with them once this doll arrives Dolk should really hire/recruit people to prevent having these kind of problems. They are losing a customer

 

@SHINn You could also try PMing them on DoA- /members/dolkus.66818/

 

@Wolfie Pie I think that one is their old account. They have a new one that they use now and I just have sent a PM. Thank you though

 

@SHINn Ah yah I realized that when I noticed their last login was like 6 years ago. >_>; I changed it to the new one (though they should not have 2 accounts...)

 

@Wolfie Pie yea.. and it seems they read my PM though no reply

 

@SHINn How rude! I'd honestly post a paging thread, or at least notify the mods that they're active online (and reading PMs) but not answering. Maybe dragging them into the problem transactions forum for being unresponsive will get them to at least answer you.

Edit- dang that's right you can only start a paging thread for a transaction that began on DoA... but responding to PMs about a transaction is still important...

 

@Wolfie Pie good news is I just got a reply through PM. They said that according to the customer service person, she has sent a email yesterday to me but I have not recieved anything and I even checked my spam mail too. Im guessing some odd things but at least I got a reply. Apparently it is going to be shipped today so that means I will probably recieve next monday..(not really a good timing but at least I know when it will come approx.)

For those of you having trouble getting reply emails through inquiry.. I think asking by PM to Dolkus is a good try. I am now at least feeling comfortable since I have recieved a notification.
(Thank you Dolkus for replying)

 

@SHINn Hooray! I'm glad they didn't just blow you off!

 

Yes and thank you to you too for giving an idea to contact them through PM. I tried reaching them through Facebook but this worked out fine. Crossing my fingers that it comes on friday by earliest but then again :/ I have my worries about customs too lol

 

@SHINn I really hope everything works out! And I'm glad my suggestion worked- usually I'm not really helpful haaaa. >w>; I just hope they ship when they say they will, and you can get the doll home with a little time to spare!

 

Their communication is lacking at best.

I preordered a Doll Factory Pet Ari Devil Bobo in April. Last week, I went back to look at her photos while waiting and the entire Pet Ari section was gone!! It was as if my doll's sales page never existed. No news or anything about them being discontinued or dropped. So I emailed Dolk in a panic about the status of my doll, if she would still be produced, what happened, etc. They replied within a day, but....only with my tracking number and no other answers at all. My girl was already in Chicago customs, I had never been updated at all until I asked about her while freaking out that my preorder had possibly been cancelled. Thankfully, she arrived safely and is adorable.


Just a thought, @SHINn , if the doll doesn't arrive by the wedding--print the order/tracking number and stick it in a card for your sister! I got my first doll about a week before my wedding and I was so busy, I didn't get to play with him much at all until after the honeymoon. This timing could actually be okay in the end---she can focus on her wedding, enjoy her honeymoon, and have this cute little doll to look forward to once the wedding excitement is over!

 

@CloakedSchemer yeap! I was thinking about sticking the order and set date on the card because I thought I was able to get it by this week so I have already wrote on the card talking about the gift. Thank god that yours arrived without your worries coming true. Im just praying for mine to arrive by this friday. If bot, like your suggestion I will write a P.S and stick the shipment date with it

 

What a great idea @CloakedSchemer!

I thought this might be interesting: Dolk actually shipped my order today, just like they said. They didn't even ask for any additional shipping fees.
Hopefully they will ship your doll soon too, @SHINn!

 

ah yes! I got a reply through DoA PM from Dolk. Mine has been shipped today too! (considering the time difference, it was shipped at around 7 am in my time). I checked and I'm estimating the arrival to be probably next Monday. I am glad to hear that your package has been shipped too! YAY

 

That's wonderful! I'm so glad to hear they shipped it! If it helps, you can prepare the invoice for customs to make it quicker, although I don't know how it works in Canada

 

I'm not so sure about it too, but these days I think it gets through customs out pretty smoothly. At least for the stuff that I got recently. I feel more at ease now that I know it has been shipped. I really can't wait to see the reaction my sister will be having lol. I think it will be worth it

 

Well here's an update on my difficulties with Dolkus. Both messages sent in May asking for the postcode to be corrected and for the missing wig to be added were ignored and never replied to.
I've been in the habit of driving to the city postal depot to try and catch the parcel in case the postcode hadn't been corrected and just as well I did. The parcel was there today with a customs charge that had been sent to the wrong address as no, the postcode hadn't been corrected and no, the missing wig hadn't been included.
So now I have the joy in trying to get a refund from a company that is clearly ignoring my emails to them and refusing to correct their mistake. As it's now been 8 months since I ordered the wig, it's long outside the paypal dispute window so I can't force a refund that way. And even if I do get a refund, because it's a separate payment then I'm going to lose a chunk of it in fees + the costs of having to keep driving out to the postal depot. Urgh never ordering from Dolkus again

 

Oh.. Im sorry to hear that ;( I forgot to update a reply here but I recieved my package with me to have a little spare time to get things wrapped up etc and had some time to give it to my sister. Dolk is quick on updating new listing of dolls on the site but again, like you've said, not responding and not correcting mistakes is just out of words. They could have at least given some notification to you regarding whether they were able to correct it or not so that you could have prepared something to be done sooner but yeah.. Im glad that my package have arrived on time but because of the lack in communication, I really dont think Im going to be purchasing from them again too. Best of luck on your case

 

Oh gawds, was checking through what's just arrived and realised they also forgotten the shoes in that order too! So now i've got to try and get a refund from them for two missing items...

Edit: Aaaaaand upon getting the clothes out of the bags, I find that i've been sent the wrong thing in the wrong size. Oh boy, wish me luck in getting all these things sorted!

I'm so glad to hear that your doll did arrive just in time. I had been wondering how that turned out! I also hope the wedding went well

 

Oh no.....! Another missing item? I reeeeallly hope your case gets through smoothly!

And yes, My sister cried after receiving the doll. It was her first bjd and I felt really happy too by choosing this doll for her. She really loves it! It was very special moment for her and for me (I should have taken a video of the box opening, but I was completely in a hurry to give the gift to her and see her reactiom XD). Im now waiting for my doll from luts that is a same model as her but different head sculpt. We might take pictures together of our doll because we are making a concept for the dolls to be sisters aswell I hope to share here in DoA of the photo in the near future!

 

I don't know quite where to post this so if it's in the wrong spot I apologize.

Alright, so, I have just had an absolutely infuriating, confusing 2 month odyssey with Dolk's English branch.

I was interested in purchasing an item, a DearMine limited edition doll that Dolk advertised right here on DoA. The doll was listed as in-stock and extremely limited as a fullset. When I purchased mine it was the very last one in Dolk's storefront.

I purchase the item, and sent around $160 as a down payment, a little over the 20% they ask for. After the initial "you've bought something, you'll get a confirmation email soon!" email, I got absolutely nothing from them. No emails telling me they received my payment, nothing. I had to send around 3 emails to them before I got a response confirming that they did indeed receive my down payment.

Fast forward around a month or so. I do another hobby thing that took up a huge chunk of my time organizing for myself and for a bunch of people who ordered through me, and so for the month of July I was pretty darn busy and it ended up that I completely forgot about sending in another payment for the item....because I hadn't received any payment reminders, like I was supposed to according to their emails.

Well once I realized that I was around 10-15 days late, I immediately rectified that issue, and just sent in the remaining amount + shipping all at once.

Yet again I never received any payment confirmation. I had to send around 5 different emails from 2 different email addresses and finally ONE got responded to with "yes we received your payment, we'll pack your item for shipping today!"

Half a month goes by. I received no shipping confirmation. I began sending emails again. It took about another 5 of them, plus a threat to file a Paypal Item Not Received case in order for them to respond back to me.

I get an email that asks me to confirm when my payments were to them...again, something I must have done around 4 times going back and forth since the rare times a rep would respond they would ask over and over, without fail, despite me giving my order number and having it confirmed multiple times before. So I send the dates and amounts of the Paypal transactions, and I ask yet again where my doll is.

Then I get two different emails back from them basically informing me "oh, actually the item you bought was sold out, we accidentally marked it wrong in our system, sorry", then it's clarified with "actually it's still available, but as a pre-order item so we'd have to place another order if you want it and you need to wait 3 months". They wanted to know if I wanted a replacement or a refund. I asked for an immediate refund. I will also likely never shop with them again.

I can't quite figure out what happened here, but the best I can figure is that the item was never actually "in-stock", and the doll as-stated on DearMine is a pre-order item and always has been. I just managed to place a pre-order for it on the DearMine site directly (while still waiting for my other money to be refunded by Dolk, luckily I had the extra cash lying about), but of course I wasted 2 months paying Dolk for a doll that that technically doesn't exist in the state that they claimed it did, where if I had placed the order with DearMine directly I would be 2 months down on the 3 month wait time for my doll.

Is this normal operating procedure for Dolk? Did I just happen to continually have the absolute worst experience with them as a fluke and they're really usually a really good company?

I kept getting the excuse that their system has been "updating" (whatever that means, and apparently it's been updating for over 2 months now *eyeroll*) and that's why their customer service has been so terrible, but combining that with the fact that their "acquisition department" marked the doll wrong in the first place, I can't help but feel they're pretty disjointed and unorganized as a company.

 

I wish I could tag every single person who had a bad experience with them. Probabily I would be banned for spamming too much lol

No, the international branch, at least, is just bad.

 

I gave up in emailing them as they never respond to me. I found out if I pay them completely for a doll or finish payments is the best time to spam them in every contact format they give you. After a doll is paid just try and confirm with order number. It's so hard to keep organized with them and it gets cringy. Just always keep organized on your end is the only advice I can give. Every email or question should have your order number on it. My experience with them is mediocre. Nothing severely bad yet.

 

there is a Produce review section, and a server review section in the reference tab. Now, I'm not staff or anything but thats where I go to see company reviews and I believe this would be VERY helpful in the Service review section under the thread for this company.

I have see lots of people talking about horrible service from Dolk, I just don't know if its all been documented in one place for those new buyers looking to use the company.

 

Lucky I never order through them, although I was intended to in the beginning. But I always feel safer buying staff from official website so I went to Luts directly instead ordered through dolks. Otherwise I might ended up in the same situation according to everyone's feedback above

 

I ordered my Doll Factory Devil Bobo earlier this year from their US branch, and while it was all fine in the end, it was definitely stressful for me. After I bought her, there was no communication. I didn't bother them for the full expected wait time because I'd heard that it was pretty much pointless anyway, but then one day shortly after the end of expected shipping date, I went to look at her sales page and it was GONE. Not sold out, not preorder, not discontinued, but like it had never existed in the first place. Obviously, it had and I was on the right page because I had bookmarked it before I ordered her, and that's how I always accessed that page. All of the Doll Factory listings were gone, as if Dolk had never sold them at all. I contacted them then and asked if my order was ok, if I'd still get my doll, and what happened to Doll Factory--if they were closed now, or if Dolk just wasn't their dealer anymore? I never got a response to any of those questions, but luckily, they did send me a tracking number--after she had already cleared US customs. She arrived safely and I adore her, but man, that was a stressful few weeks, not knowing what was going on!

 

All of your comments make me a bit uneasy. I just sent a final layaway payment yesterday on an expensive granado limited. I am kind of nervous that I may never receive this doll. So far the communication with Dolk has been so-so: really good at first but now a bit slow. I've had to send multiple emails to get a response. They also haven't posted my payments to my order status page, and that is a bit of a concern to me. I am going to keep my fingers crossed.

 

I didn't think to put in the reviews section since this wasn't an actual formatted "review", more just a recounting of a horrible experience. I'll likely write up a formal review sometime soon though. For now I was just curious if this was an actual thing or if I managed to be the unluckiest customer ever.

It seems I'm pretty unlucky still, but that Dolk is actually just THAT bad, with crappy customer service and a bunch of fools stocking the website.

This is exactly what happened with my item as well, except it was apparently not all fine in the end. What a ridiculous and stressful clusterfuck this has all been. To top things off I just received a custom (unrelated hobby) that I waited for 3 months for and it looks like absolute crap today too.

How depressing all of this is. Unbelievable.

I really hope your order will be alright! I would contact them with multiple emails and tell them to ship it out so you keep on top of them. Email them and give them the order number and say "Hello, I'm emailing to ask about Order Number XXXXXXXXX. I'd like to make sure you received my final Paypal payment of XX dollars on [Insert Date] from [paypal email address]. Please confirm and let me know when you will be shipping the item out". Something like that.Hopefully your item is fine though!

 

My friend usually ordered form dolk and succeded
But there was one reason that made her stop buying from them because she can't claim the guarantee for broken hands to the respected company via dolk, because dolk said that they can't help her but still told her to send back the hand.. just because it's a limited skin from the company :/ she already sent the photo and they said they can help before.

 

@TollTheBell thanks for your words of encouragement and good advice. Part of my anxiety probably isn't just frustration with Dolk but guilt for this impulse buy. From what I understand they are closed over the weekend, but I will definitely keep trying to get ahold of them on Monday. I am so sorry that you had such a miserable experience. This is my first time going through a dealer rather than buying directly from a company or doll owner. Not sure that I will do it again after hearing about some of these problems.

 

Hello There,


This is Britz Chelle the Customer service of DOLK English site.
First and foremost I would like to ask apology about this matter.
We accepted that sometimes we also commit some mistakes in our job, however, day by day we are learning from this mistakes and we are now working how to develop more our service and how to manage it well.
Every day is a learning experience and learning process for us.
Honestly speaking we are just two Customer Service taking care English market, and I am the one who is holding this for quite long years of service. but as of this moment, I am also handling a lot of processes, not just Customer Service Representative, but how much I tried my very best to double my effort and energy to take care everything but maybe the best of me is not enough.
Now I have my Assistant her name is Mirasol, She's working with me for quite 5 months so expecting she is still in the process of learning everything and developing herself hopefully all of you can understand this matter.
However, still, we have mistake so we are asking apology on this matter again.
This time we are trying to find more positive ways to give our best service to everyone hoping that we can do all our best.

Regarding with your case, this case is really our mistake and the mistake of our registration department.
They register the item you order as a stock item, so we Customer Service is expecting once an item register as stock, we don't need to check its availability in our stock list if it still exists or not. but suppose to be we have to be aware of this and check but since we are handling a lot of processes maybe this thing suddenly our mind forget.
so that is why we are trying to contact maker about the availability of your order and it is still available so we contacted you if its ok for you to wait for 3 months for the process, or if you want refund since we also consider your part that maybe you get angry or disappointed about this things happen.

This is the real situation, I suppose to get ashamed or shy to response on your message for I know a lot of people viewing her in DOA...however this is my responsibility and I have to be accountable for this.
Anyway, i appreciate this message of yours, for this is an enlightening part for us to see our lapses and mistakes and which part of our job we need to develop.


Thank you very much.
Have a great day^^

 

Hello Everyone,


To all our beloved Customers and BJD Lovers here,
This is Britz Chelle the Customer Service of DOLK Station English site.
First of all, I would like to thank everyone and offer my utmost gratitude for all of your support and engagement in our company.
We cannot reach out this long period of years in service if it is not because of you guys, therefore all of you are the very important person, that is why we are so much thankful to all of you.
It takes much courage for me to speak up in here coz I know a lot of people can read my message, however, i really want to do this public apology for all the shortcomings, mistakes and lapses we made these days....
I know I am the one who is responsible and accountable for all these things.
I honestly appreciate all your comments and opinion's in here, negative or positive comments, both we accepted for we know all your comments and opinions can help us to examine more our self which way or part of our Job we need to change develope...
Every day is a learning process and learning experience, so we are hoping that from all of you we can learn our mistakes and we can develop our services.
Hoping that all of you guys would not give up on us, for we also promise we won't give up on you and we are willing to double our effort and energy to take care all your concerns.
We are now on the point of evaluating all our mistakes and thinking some positive ways to recover.

Thank you very much to all of you.
Have a great day^^

 

I've never had an issue with them but I only bought from them once.

 

In general, how long is the wait time for a Switch order?

Has anyone ordered something from Switch through Dolkus? How long was your wait?

I ordered a Gyoha Divine head from Dolkus on May 11, 2017 (during a special "I missed the preorder" order period) and they said they still haven't gotten it in.

Switch's website says 60 days. I have already seen these heads in the marketplace and have seen Gyoha in stock on Dolkus' website.

If I would have known they would be popping up in the marketplace so soon, I would have bought one second hand. T.T

 

I would still like information on this. I contacted Switch and Dolk Station several times, but have since stopped receiving replies altogether. Switch's website says their cast times are approximately 60 business days. Seven months have passed. People have already received their heads for the April/May release a LONG time ago and Switch stated that they had finished casting all the heads for those orders:
http://from-switch.com/board/view.php?board_name=DREAMBOARD4&choose2=&choose1=&pagenow=1&CB=&ID=517

I ordered the head through this event:
Switch

I was curious to know if anyone else ordered ahead through this event and received their head already?

P.S. I have ordered from Dollshe (irrelevant) so I know about long wait times. However, I feel that something is amiss with this particular order. The event order closed only 15 days after the original order date, so I feel I should have received my head months ago (15 days after everyone else did).

 

im having issues with them too with my be yours. im trying to get a update and it took them days to respond just to my payment. its been almost 20 days since i gave them my money and they were so godforsakenly slow about confirming my payment... i hope i dont have any more issues with them from this point on >>

 

GYOHA HEAD UPDATE:
I ended up emailing Switch because The Dolk Station was NOT responding to my inquiries. I learned that Switch did indeed re-produce the heads for this event: http://dolkus.com/pages/switch/

However, they had been shipped to The Dolk Station many moons ago! I HAVE BEEN WAITING SINCE MAY!

I ended up contacting The Dolk Station through Facebook and managed to get a reply. I believe that they ignored/misplaced my order as they had to go fetch a head they had for a different listing to fill my order. They asked me if it was okay if the head had a face-up even though I did not order a face-up. I don't like getting heads with face-ups because I immediately remove them anyway. However, since this is the only way I will get my head I said that was okay as long as I was not charged for it.

They said that would get back to me with a tracking number....which I am still waiting for. I guess I will have to contact them AGAIN.

NEVER EVER GOING THROUGH A DEALER AGAIN. EVER. I will be purchasing DIRECT from companies from now on or using the Den of Angels marketplace for pre-owned dolls.

I finally received my package on December 16, 2017. That's eight months later.

 

do you have their facebook?

 

I think dolkus is like that, I saw many ppl complain abt them. Slow, not responding, wrong order etc...

Unless u couldn’t find a head sculpt anywhere otherwise don’t buy through them. It’s not all dealers r like them though

 

Dolk/bjd Dolls

 

I ordered a beyours primrose from dolkus and she arrived with a broken hand. Dolk isn't responding. The beyours email isn't working either! I paid nearly 500 dollars for a broken doll and I need help!!!! I have video proof that she was like that when first opened.

 

How long has it been since you contacted them? It is currently the weekend and there are time-zone differences that may explain why you have not yet heard back if its only been a day.

 

@Dolkus or try messaging via fb.

THey rarely answer to emails.

 

Have you tried posting on Dolk's and BeYours' QA boards?

 

I will when I get home from work.

I only message them on Facebook... Still no response.

I contacted them at the end of the day Friday.

 

Thank you

 

Yeah, at least give them until monday.

 

You sent a message to them on Friday.............. ._."

FYI (mostly) bjd companies/dealers (there are exceptions thou, like legenddoll.) don't work on weekends (for some reason, dolkus starts their weekends on Fridays. Or so I think: Never received a message from them on Friday).

 

Hello Lady,

Thank you for your recent message, and sorry for the late reply because we don't have office during weekends, and our person in charge already reply your message or concern in our facebook page.

Thank you, and have a nice day.

 

I'm not sure where to post this, I'm also seeking for help. If it's in the wrong forum, please feel free to let me know where this thread will move.

I've ordered two doll heads (Soseo and Ryun R) from dolks station US yesterday. Their display price was $170USD for each head + $36 shipping fee so I made the payment straight away.

And after I made the payment they've sent me the email said they got my payment but the display price suppose to be $236 for each head

Can the company simply increase price like that in US?

Then I replied them via email. What I mentioned was I'll still take Soseo but I believe the shipping price should drop since the weight has been reduced. It is not my fault that they display the wrong price, and if the money refunds to me I will experience exchange rate loss. In Australia, if the company display the wrong price, they normally will sell the goods with the original display price since it is their own mistake.

My frustration is, then I receive no reply from them until almost one day gone. I remembered some of other DOA members mentioned Dolk Station US customer service is really bad, they don't reply emails that often. I got really panic now, I wonder if they will ever get back to me...

Really needs help...

Thanks

 

I’d give them more than one day to answer before panicking. Try a weekend or something.

But I agree that if they have that price listed then they should honor it. It is THEIR mistake and making the customer pay for it is incredibly poor service. Especially since you already paid for the heads! Any store in the US would also honor a listed price (and then immediately change it to the correct price afterwards).

Did you pay with PayPal? Perhaps you can open a dispute with them and make sure you get back the full amount paid (also, it might get the company’s attention faster). Also, if this forum has a feedback thread make sure you post the incident there. Wouldn’t want this dishonest company to make any other customers pay for their screwups.

Incidentally, this thread might be better in the ordering/shipping questions sub-forum. You can probably get a mod to move it for you.