Problems with DOLKUS

Thanks for the advice, I'll try to wait until this weekend pass and hopefully anyone from dolks will get back to me.

Yes, I paid with PayPal, but I still want to get Soseo head at least. What I also worried about is that they don't place my order since the amount is below their adjusted price... I don't think I can enjoy my weekend now...

 

I’ve never heard of that. In the U.K. it’s the same: customer pays marked price. I once got £400 off a laptop by arguing that point - it was their error, they have to honour it. I do know that internet sales aren’t always governed by exactly the same consumer laws as retail shops. However, it’s very poor form of them if they make you pay the extra. I considered ordering from them, but this would make me think twice.

 

I've heard a couple of stories about Dolks US requesting more money than has already been paid and that their customer service is pretty terrible.

 

Hello Xie Che,



This is Britz The Customer Service of Dolkus.
We apologize for the inconvenience.
By the way, yes there is some mistake happen in registering the product price on our website.
We copy the price from the Maker and it's not right.
Because we are not allowed to order directly to the Maker so we cannot follow the same price same as the maker.
We are only allowed to order the item switch through our Japan site.
Therefore we have to follow the price from our Japan site.

We are hoping for your patience and understanding.

Thank you very much.

Happy to Serve you!!!
Have a great day^^



At Your Service,
Britz C.Dolkus -
Customer Assistanthttp://dolkus.com/

 

I think the same, it's very hard to restrict the companies since the trade is between different countries. To be honest, this is the first time ever I had this experience.

Now I feel those ppl's pain..........

Hi Britz,

Thanks for getting back to me. I've mentioned in my previous emails, I'll go ahead with the Soseo head ($236) even I'm not happy with what happened. But please let me know if the shipping cost is the same or will it be a bit cheaper since I got only one item instead of two. Can you please let me know when can I get my balance refunded. Thanks.

 

Personally, I think this is not very good behaviour. Sure it may happen one time that a price is not correct. But that you have not calculated your costs before publishing it...oh dear.

Anyways, please be assured that I will step away from ever considering to order from you.

 

Thank you for this thread! I now know not to order from Dolkus. When a mistake is made by a business, it is their responsibility to absorb any loss and make things right with the customer. A loss that is offset by a happy customer brings far more business in the end, because they tell everyone about how happy they are with the company, whereas an unhappy customer warns others away, resulting in the loss of many more future sales.

 

I actually have heard of this happening before, but not exactly the same circumstances. A long time ago I remember reading that a DoA user ordered a normal skin Delf Lishe from Luts, but received a tan one. They contacted Luts about the mistake but said they liked the tan and wanted to keep it. Luts asked them to pay the difference in price since tan costs more. Seems reasonable enough to me even if it was a mistake.

This situation with Dolkus is pretty different. I think it's unethical to change the price after something had been bought and paid for. Even if it's a mistake, I'm not sure why they don't see how sketchy that looks. :/ I probably won't ever order from them either since who knows? This could happen with anything you buy from them.

 

I have worked retail in the US for 14 years, and our policy has always been if we make a mistake in pricing, we give the customer the lower price, then fix the price on the remaining items. It is very unfair and bad service to overcharge a customer for a company mistake, and it’s also false advertisement. It’s not the customer’s fault that the company didn’t price the item correctly, and it is one of the fastest ways to destroy business.

I hope you get your refund/shipping refund.

 

I completely agree with everyone here and I'm so sorry this has happened to you, it really stinks when something makes you feel so robbed like that. I will certainly not be ordering from Dolk in the future since seeing how they handled this so poorly. If possible, I would demand a full refund and order elsewhere so you don't have to worry about your order so much.

 

Yep, exactly this. It's definitely unfair to be charged higher after the fact simply because of a mistake/mislabeling on their end. That is poor business practice. Plenty of times when I worked retail we had to adjust prices for mislabeling... and it might suck on the business' end because of lost profit, sure, but that's not the customer's fault that the price was advertised as lower.

I had been thinking of ordering a head through Dolk but now this has me second guessing it pretty hard and I'll probably just look elsewhere now, even if I have to wait for the artist to make the head to order. If you're able to find the head elsewhere too then perhaps think of those options? I'm sorry this happened, especially when it's quite a bit of a price difference (+$66 per head?!).

 

I would cancel the order if they don't honor the mistake price, especially since you already paid for it. It's not your fault they mislabeled it and usually companies would honor it and change it right after. Its sad that they make their mistake your problem.

 

This is extremely poor service...and also very sketchy. Sure mistakes happen but to have them email you after payment has gone through asking for more money is incredibly sketchy. I also understand they have to go buy their other site and maybe a miscalculation had been made but I feel that once an item is paid for then any error made should be absorbed by the company. A loss for one purchase often results in more business where this situation has put many people off of ordering with their company. I’ve actually seen people state “never order from dollk” so....

 

I think it is a great thing that we have a place like DoA to voice our concerns when a company has displayed poor business ethics. I too will not be making any purchases from Dolks US. If they are unable to accept their mistake, I think it would be a good idea to ask to be refunded for both heads and find them elsewhere. Good luck natsu82!

 

I sure will not buy from Dolkus in the future, lesson learned...

Absolutely, now all my friends knowing what happened to me said they definitely won't buy from Dolkus, that is just a horrible service.

Yes! If it happened to me now, it will happen again to anyone who buys from them. I've heard Dolkus added shipping fee in the past, now they increase the price for the doll too! Unbelievable!

I used to work in retail shops in Aust for 3 years, and we had the same policy. If it was caused by company mistake, the company is entitled to absorb the loss. It's to show the goodwill towards our customer, and also a good gesture showing that the company will pay for their own mistake. I never had such situation before and a bit shocked in the beginning.

We have consumer affairs in Australia. If similar things happen, we can report to them. I'm not sure which government body in US can handle this? (If any) I wouldn't mind sending them an email reporting this.

Thanks for the support and understanding. The Soseo head was the one I've waiting for long time. I checked the website, and it seems only Dolk Japan and Dolk US selling it right now. I would go somewhere else straight away if anyone else selling it, but unfortunately, no one does...

Thanks for the support, I'm really questioning if I should still order Soseo with them. I felt like ripped off and I just could not do anything to stop this...

I am seriously thinking of this too... Even I really like Soseo head, but I should not support this kind of behavior. If they successfully did this to me, they will keep doing it to other customers

I initially even want to compromise on their mistake and pay $236 for a Soseo head, and then they are not replying me again! Why should the customer have to keep compromising them... I just don't get this at all. I really considering just cancel my whole order if they don't sell it to me as the original display price. I am sick of this... Honestly...

Exactly! I felt hopeless in the beginning since I've sent them few emails and no one gets back to me. I went to their live chat and their live chat is just like a dead chat! But once I post this incident on DOA, their customer service ppl contacted me within an hour.

Hi Britz,

After the thought overnight, I would insist Dolk US selling both heads with the original display price $170 each head to me. Otherwise, I would cancel my order with Dolk US and not buy from Dolk US in the future.

I think I also have the right to post this on my facebook wall, as well as sharing this in the bjd groups that I joined. I'll let everyone judge whether this kind of service is acceptable.

Besides, I'll collect all the email response, my payment history, and file this to the following bodies via email:

• consumer protection agency.
• The Better Business Bureau (BBB).
• The Federal Trade Commission (FTC).
• Econsumer.gov

Even they cannot help me, at least I will try to stop this kind of thing happens to all the other buyers in the future.

If no respond gives back to me before next Thursday, I'll get Paypal involved with refunding my payment.

Thanks.

 

In most countries, the price written at the time of purchase is binding. Try and find out the law in the seller's country. I myself was pretty angry to be confronted with $40 in Paypal fees after committing to my order, when Paypal was the only payment method they accept. That's dirty.

 

To me, this is completely unreasonable and inexcusable. Luts made the mistake and it's on them, not the buyer, who didn't even receive the item they had paid hundred of dollars for. What nerve!

 

Keep in mind that this would’ve been 12 years ago back in 2006, because Tan Delf Lishe was only released once. I got a Delf in the wrong skin tone from Luts back in 2007 (in my case WS instead of NS), and they exchanged it for my actual order and paid the shipping back to Korea with no fuss, so I’m sure the person who got that Lishe also had the option to receive her original order. It’s not quite the same thing as Dolk tacking on another sum to an already paid order with no warning.

 

I think you could share it to the Internet Crime Complaint Center at www.ic3.gov

I’m pretty sure it could fall under false advertisement.

 

OK, that is definitely better. Paying return shipping and replacing is definitely good business. TBH, though, when the mistake is theirs, they should eat the cost. I still think a better business choice would have been to say - "Our mistake. You may keep the one we sent to you at no extra cost, or we will pay for return shipping and send what you ordered."

 

They should have let you have the price. They made a mistake and they honor the price on the website. That's the price of doing business!!!!

 

@natsu82 I'm in pretty much a very similar boat with Dolk currently (except I chickened out and am paying the extra cause they threatened to keep my downpayment--not a small sum of my "saved for bjds" fund--if I cancelled). I'm sorry this is happening to you and I hope you fare better than I am!

 

Hello Chen,


Thank you for your response.
This is Britz C.
By the way, we want to ask an apologize once again for the inconvenience and misunderstanding you've experiencing right now.
At first, I want to tell you, How much I understand how you feel, coz I am a buyer too of any of the online shops around the world...
I am also a reseller and I direct seller online and in the actual store of Health and Beauty products before I became a CS of the Dolkus...
Therefore I really understand the business cycle and how people run their business, but of course, it's not all about money matters you gain, you have also to put your heart on the Customers shoes so that you can relate and understand your Customers.

for me its very clear in my mind that, if I will buy a product from an online shop it's more expensive compared to the actual shop and actual price from the Manufacturer also time to time price change depends on the demand of the product and some reasons.
Also, It is how people run their business and can gain a profit...

So if you are an open-minded person or a buyer that can simply understand this cycle of running the business you cannot question out why the price from this online shop is different from the price of the Manufacturer...

Also, I wonder why you want to file a case in any of those Department agencies where you can just simply say "you want to cancel your order and get the refund of your money" than creating any noise or trouble... Is it not professional right?

Our mistake is just we change the price and the price is bigger than the maker because we are following the DOLK Japan price since we are not allowed to order on the maker directly if not through Dolk japan.

Please Try to think oppositely, if you want to cancel your order and ask a refund, then no problem, we can refund your order and you can make an order to the maker directly e can accept that.
Also, you can just simply think, if you are us or in our shoes...if you are the owner of the online shop you are dealing right now and you have the kind of Customer like you, how can you deal with the situation?
Can you feel happy if some customer will do the same thing to you instead of just making things simpler than complicated one? not right?

We are also worried about negative comments and feedbacks about us, for there are possibilities that it can affect our business, however, it is how life and business works...
Without all those negative things, failures, comments from the Customers we cannot grow, we cannot learn and we cannot developed our service...

Somehow I want to thank you, people may judge us and our service, Customer may judge us too, but as long as we are doing our part and responsibility to take care the customers needs, we believe that those Customers who mock on us will definitely come back and believe on us...

How much i do understand your point of view, so my suggestion to you is simply.....
You can cancel your order anytime and I will refund your payment in full amount and you can just order to the Maker directly for you to get the real price you wish...

We apologize if ever we hurt you, and causing trouble in your mind.....
Please do not worry I understand your heart......
We are hoping that you also can understand our side...



Thank you very much...
I will wait for your decision and response...

Have a Great day ahead^^




We appreciate your active cooperation.


Thank you very much.

Happy to Serve you!!!
Have a great day^^



At Your Service,
Britz C.Dolkus -
Customer Assistanthttp://dolkus.com/
****************************
Happy to Serve You (:
Please Visit and Participate our Facebook & Twitter Activities
More Likes, Shares, and Comments and You will be much updated:
https://www.facebook.com/vodalesshttps://twitter.com/dolkstation01

 

Hello Everyone,

This is Britz C.
First and for most I wanted to ask an apology for the negative things Customers has experience in our service.
We accepted that there are times our service is poor but maybe not all the time.
I am happy for those Customers who still believe in our capacity to grow more and develop our service.
I've been working in DOLKUS as Customer service for 3 years...
I am one of the pioneering members of DOLKUS since 2015 as the Customer Service taking care the English site of Dolkus.
during my first and second year of running the Customer Service department alone, I never encounter any issues of failure of the service of Dolkus since maybe I really handle it well.
But after that starting last year when most of my task I forwarded to my assistant name Sol, since I am also handling more bigger responsibilities in Customer Service, that is the starting point where a lot of Customers are complaining regarding with our service.
I am not putting the blame on my assistant, for I know she has also had her own way of handling the Customers.

Though we are worried about all those negative feedbacks around us regarding our service I am still thankful for all of you guys for giving us a place to grow and develop more our services...

Now I am changing my staff in Customer Service Department and so far we are 4 staff and one person taking care night time and weeked.
Hope and wish that we can do more, and develop more our service towards our customers.
We are accepting negative feedbacks and suggestion from many people and customers for it is where we can develop how to handle our Customers well.

I just want to clarify something about this matter:

*Changing of Price.

> this matter is not always to happen, and we are accepting our mistakes that this is the mistake of our registration department, where sometimes a human error occurs in working and registering the items on our site. but as we can find out that there is a mistake in putting the price then we accepted our mistake and ask the Customer if it is ok for them or not.
We are not pushing our Customers to pay if they don't like to continue their order, and if they want to cancel and get the refund we can also refund them.

In the case of "natsu82"
I inform that the price has changed soi am asking if she can accept the price change or not and if she will continue her order or not..i am open for possibilities if she wants cancellation and refund, we can accept her decision.

*2nd "Additional amount"

> Not all the time we are asking additional amount for shipment and item option...
if we are asking additional amount of options its is where sometimes customers got a mistake in putting the right options or it is where our registration department got the mistake in putting some missing price for the option, and still, we are not pushing customers to pay its up to the customers if they will pay or not.

> Additional amount for shipment......
There are times where we are asking for an additional amount for shipping but not all the time.
Mostly that shipment from our Korea office store to the Customers, but I appreciate the shipment charge in Korea for how much she minimize the cost of shipment in order for Customer not to pay extra shipment.

The shipment price appear on our website is only an estimation price base on the experience of shipping different items, but not all the time it is the same.
Sometimes it really depends on the size of the box base on size fo the doll, the weight and the destination of shipments.

We are hoping for your patience and kind consideration about this matters.
We appreciate all your active cooperation and feedbacks...
May we can develop more our service in giving such needs to our Customers..


Thank you very much.

Happy to Serve you!!!
Have a great day^^



At Your Service,
Britz C.Dolkus -
Customer Assistanthttp://dolkus.com/
****************************
Happy to Serve You (:
Please Visit and Participate our Facebook & Twitter Activities
More Likes, Shares, and Comments and You will be much updated:
https://www.facebook.com/vodalesshttps://twitter.com/dolkstation01

 

Hi Britz,

Even I request to refund my money, the exchange rate during the transaction is already lost. I'm paying for Dolk US' mistake. I cannot put myself into your shoe because I am the one suffering the loss, not Dolk US. And in the past, while I work in retail shops, all of the companies I worked for, absorb the loss due to the company's mistake.

I felt like I wasted all my time and money (the money lost due to exchange AUD to USD) with Dolk US

Please refund my money ASAP, not because I accept the apology, but because I'm not going to deal with Dolk US anymore.

Please provide the remittance once the refund has been done. Thanks

 

Hello Chen,


Thank you for your response.
We appreciate your patience and understanding and we do apologize once again for the inconvenience you've experienced.
Please wait for a while as we are going to process the refund of your order.


Thank you very much.

Happy to Serve you!!!
Have a great day^^



At Your Service,
Britz C.Dolkus -
Customer Assistanthttp://dolkus.com/
****************************
Happy to Serve You (:
Please Visit and Participate our Facebook & Twitter Activities
More Likes, Shares, and Comments and You will be much updated:
https://www.facebook.com/vodalesshttps://twitter.com/dolkstation01

 

Yes, in my country too. I think in US too, however not all the companies follow the rule I guess

Thanks again, I got really frustrated, but now all I want to do is cancel my order and never deal with them anymore.

I don't think they doing the business normal way lol...

Poor you... How can they do that to their customer??? Seriously?????!!! Totally unbelievable
I'm going to cancel my order and never touch Dolk US websites anymore. I'll warn all my friends too. I think those gov bodies I mentioned in my previous post maybe can help you with your case.

It is false advertising for sure!!!!!!!!!!!!! I don't understand why Dolk US think their customer is not reasonable! Dolk US is the one not being reasonable.

 

Hello Nicole,


Thank you for understanding.
By the way, at this moment i am negotiating with our Japan management regarding your case, since its also our mistake.
So now we are waiting for the Japan management's respond if its ok for them to just give you the price of $170.00 since it's our mistake also because we are just following the price from our Japan website or it is, even more, cheaper than the price actually.

Anyway, i suggested to our Japan management since they are our Headquarters if they can give you the price of $170.00 i will ask your kind consideration again to continue your order if it is ok with you.
But if the Japan management won't allow us to sell the price of $170.00, of course, i rather suggest you to just cancel your order and we will refund your money in order for you to have a peace of mind.
for we don't want also to cause some damage towards our customer feelings,.....

Of course, our priority still is to provide customers Satisfaction with their needs....and i am still concerned how the customer will feel.

I will get back to you later for some update....




We appreciate your patience and understanding....


Thank you very much.

Happy to Serve you!!!
Have a great day^^



At Your Service,
Britz C.Dolkus -
Customer Assistanthttp://dolkus.com/
****************************
Happy to Serve You (:
Please Visit and Participate our Facebook & Twitter Activities
More Likes, Shares, and Comments and You will be much updated:
https://www.facebook.com/vodalesshttps://twitter.com/dolkstation01

 

Hello There,



Thank you for all your comments.
We do apologize for all the inconvenience and we are so very sorry for making you feel that bad.
How much we want our Customers not to feel bad towards us.
However, things are really happening.
We are accepting our mistakes and we did not also think customers is not reasonable.
How much i really wanted to restore everything..all the Trust of the Customers.
However, the reality is, if there are some mistakes then we cannot really expect customers behave the way we wish to..of course you have reactions and you have the freedom to express it towards us.
Please do not worry we do understand how you feel guys.....
Hope and Pray we can do more our best to provide all the Customers concern.

We know we cannot please anyone, we cannot please all our Customers however we are still hoping that still all of you can still trust us in the future.




We appreciate your active cooperation.


Thank you very much.

Happy to Serve you!!!
Have a great day^^



At Your Service,
Britz C.Dolkus -
Customer Assistanthttp://dolkus.com/

 

Hi Britz,

Thanks for the proper reply as I can tell at least Dolk US now is trying to do something to fulfill customer's satisfaction.

However, I will still request for the refund of my money. I was so happy when I ordered the doll, and got so frustrated since I receive the increase price email until now.

It's not a good experience shopping with Dolk US, so I will terminate my order and request for the refund.

I understand mistakes do happen, but I hope Dolk US will take customer's satisfaction as the company priority in the future.

Please provide the remittance once the refund has been done. Thanks

 

What is this "making noise and trouble"? No, this holding a company accountable for their actions. I was in customer service for over 16 years. Even if it was a mistake in the price, the customer already paid for it. The mistake was not the customers, but the company's. The customer is not responsible for being professional. It is the responsibility of the company to be professional. And being a school yard bully saying that the customer is "making noise and trouble" is unprofessional. I'll never order from a company that thinks the customer needs to make them happy and call that "service". Arguing your case here as a company isn't doing you any favors when it's just trying to justify your actions of poor service. Especially a company that has a bad reputation to start with.

 

Dolk's response is outrageous and has only solidified my decision to never even consider ordering from them in the future. Accusing the customer of making noise for reporting their poor business practices is digging this enormous hole even deeper. The customer has every right to report you. What you did was ridiculous and now the customer can't even walk away with everything they put in because of the exchange rate. You've managed to anger so many people by your actions and instead of changing your approach and amending YOUR mistake, you've continued to put the blame on the customer and anger people even further. If Dolk would like to pull itself away from it's terrible reputation, I suggest you reevaluate your business practices and your customer service. The way this was handled is absolutely shameful.

 

Hello Chen,



Thank you for your response.
We appreciate your patience and understanding.
Yes, we do respect your decision and we will now refund your payment.
Please wait for a while as I will process the refund of your payment....



We appreciate your active cooperation.


Thank you very much.

Happy to Serve you!!!
Have a great day^^



At Your Service,
Britz C.Dolkus -
Customer Assistanthttp://dolkus.com/
****************************
Happy to Serve You (:
Please Visit and Participate our Facebook & Twitter Activities
More Likes, Shares, and Comments and You will be much updated:
https://www.facebook.com/vodalesshttps://twitter.com/dolkstation01

 

Hello There,


Thank you for your recent comments and opinion.
We appreciate and we understand your opinion.
Everyone has the right to express their feelings and opinion towards us...
We respect all your comments and opinions either positive or negative for it is how we can grow and develop more our self and services.
We are asking apology for all the inconvenience and trouble you've experienced from us.

Hopefully, we can do more our best in the future...




We appreciate your active cooperation.


Thank you very much.

Happy to Serve you!!!
Have a great day^^



At Your Service,
Britz C.Dolkus -
Customer Assistanthttp://dolkus.com/

 

@natsu82 thank you and so much luck to you!

 

Weeks earlier I preordered a vampire sevy Roserindoll head from dolkus in normal skin tone, they sent me a confirmation email and I sent my payment through. A week later, they sent me an email asking me what skin tone I want, which I replied normal. Then they sent me another email a few days before the Roserindoll order close date telling me that I have to make it a proxy order as they only have the white skin tone in stock and I have to pay extra.

the email
Thank you for your response.
By the way, is it ok with you if your order will be transfer to proxy order?
Because we have this item you order as stock however its only one and the skin is white skin, not normal skin.
So we decided if its ok with you, we will order your item as Proxy order, however, the price will be different.
Because in proxy order we are adding 1.1% to the price...
So the price $160.00 becomes $176.00 plus the shipping fee $23.00...your total gross will be $199.00
Is this ok with you?

My understanding is that I had 'preordered' this item so it doesn't make sense to me how they already have something in stock? Also fishy to me how they emailed me like 2 days before the order close date.

What do you guys think? I really want asap advice from you guys because the order close date is tomorrow...
As a new grad I really don't have extra money to fling around and as its USD the currency exchange rate is kinda expensive for me these surprise fees just isn't good for my heart >-<...

**edit... don't think they'll refund me so i'll just stick with this order... buyer beware I guess...
anyone with similar experiences?... or is it just me ;v;...

 

It seems tto be that we reached the point where ordering from Dolk comes with the risk of added expenses.

You can find a bunch of issues with Dolk if you simply search for threads within this subforum. The most recent one, that has some similarities to your case is this one

/threads/hav...r-higher-price-after-you-made-payment.771022/

In my opinion is is quite troubling that there is no information about any possible additional expenses and you only get a "it is how it is" from their reps

 

Thankyou for your reply ;v;... I guess I'll just take it as a lesson and not purchase from them again to save myself from the trouble... they seem so established that I don't expect these kind of issues from them OTL

 

They do keep dolls in stock, so that they can sell them out faster, I believe this is a problem of miscommunication (and also low efficiency on their part...sheesh). They had one of the doll in stock, sadly happens to be WS and not normal after they checked, so I'm guessing they thought they had normal in stock, thus the delay? (assumptions and complacency...!) I hope no one else gets such an experience again, having to pay for extras without warning

 

The more I hear about this company the more I'm inclined to steer clear. They aren't located in the US, are they? This sort of last-minute price-jacking should be illegal where I come from. Certainly enough that they should be reported to the BBB. I've read similar report from another person this week and honestly my feeling is this company is a scam. They should be thoroughly investigated.

 

Just jumping on the buyer beware bandwagon. I ordered two in-stock items over a month and a half ago. It was Chinese new year so I didn't sweat it when they weren't posted within the few days the website said. When I remembered I was still waiting I contacted them and they said it would be posted that Wednesday. It wasn't. I've emailed them again asking for a refund. That was Monday. I'm thinking I may have to take this to Paypal. I'm used to long waits in this hobby but I bought in-stock items because I wanted something I wouldn't have to wait months for. I won't be ordering from there again.

 

I've had problems with "in stock" items from them as well. They were clearly not in stock. Various items showed up randomly over months. They were being drop shipped by the various manufacturers as they were produced. Communication with Dolk USA is unreliable at best and the overall experience is very frustrating.

From the various threads it seems others have had even worse experiences than me. Ugh.

 

Thanks for all your replies OvO kind of relieve to hear that people do receive their goods, (although months later) and besides the really bad communication that they're legit. Was having high levels of anxiety dealing with their surprise emails that pops up randomly about order issues..... seriously doesn't help with my mental well-being
@rubydoll, I hope your issue with them gets resolved soon... >-<

 

Me too! I want that money to spend on an April Story doll - another company somewhat notorious for flaky customer service

 

I’ve read elsewhere that dollk was upping the prices after payment has gone through. It’s very sketchy. Mistakes happen but at this point these don’t feel like mistakes they feel like obvious ways to trap customers after purchase to get more money from them. It’s really saf

 

That's what I think. There's too many "mistakes" happening, it's starting to feel as if they're deliberately trapping customers into paying more money to get their order. The entire thing just smells like a scam to me, using "bad communication" as an excuse. I wouldn't trust ordering from them at all.

 

Another case of adding extra... well done dolkus...

Check my case in another thread I posted last week. I got the money refunded, however, I lost some money from exchanging the currency

/threads/hav...r-higher-price-after-you-made-payment.771022/

My suggestion to everyone is: don't buy from them

 

@natsu82 I also considered opting for a refund but it was the last day for roserindoll preorder so I guess I just have to stick with them... though they haven't replied to me whether the order had actually went through or not.
Glad you were able to get your money back though cause I read on their site they 'they do not allow cancellation after payment...'

 

I know... I saw many ppl lose their down payment ... but seriously if they did that to me, I definitely will report them

To me, I was offered the possible lower price in the end but still, thinking of dealing with them later made me frustrated. So I decided to get the thing elsewhere even it could cost me more. I’m willing to pay for the extra ‘service’ other companies can give

However your case is bit different. I think it’s totally up to you whether you want to cope with them when the head arrives

 

Dear Britz,

Yes I have read all of your responses so far and I know you are currently genuinely trying to help the customer.
But there are many things fundamentally wrong with the way you address customers, from your very first big reply to natsu82 (quoted above).


1.
Dolkus's website published incorrect prices. It is Dolkus's responsibility to suffer the loss for their own mistake. As DeeTen said, you are making your mistake your customer's problem. Forget about a shop doing that to a customer; even as two basic humans, doing that is plainly wrong!

2.
You represent Dolkus. The Dolkus website published incorrect prices. You cannot separate yourself from the mistake another department of Dolkus made, nor can you use poor internal communication as an excuse. Yes we can see that Dolkus has management issues resulting in many mistakes. The solution is to fix them, not blame them.

3.
Further to that, it is very poor form of you to bring up and name your assistant in your following post, when you say that you are not blaming them. Until you did this, you were simply the representative of Dolkus as a company. Nobody was blaming you personally for anything. However through doing this, you have put the spotlight on yourself as an individual.

4.
You say that you understand how the customer feels because you are also a buyer of online shops, and you understand the importance of relating to your customers, yet then you go on to demonstrate what a knowledgeable buyer you are for understanding the basic principle of business when you buy a product, in contrast to your customer. You are not being understanding toward your customer, you are being condescending. Even worse, you imply right afterwards, that your customer is not open-minded if they question the price (which they are doing).

5.
Yes, thank you for explaining how profit works, and why sell prices differ from cost prices. That is not the problem here. The problem is: you published the cost price as the sell price. Natsu82 has every right to question why the price is different, even if s/he is the most open-minded person in the universe. Additionally, s/he has every right to expect you to honour your published sell price.

6.
You ask your customer to empathise with you, and imagine how they would feel to deal with... a customer like themselves. Really? You are insulting the customer, and at the same time asking for them to empathise with you. Forget about it being rude. In what world would asking such a thing ever help you prove your point?

7.
Be honest, without all this "noise and trouble", would you have responded to this customer complaint so avidly? We can see how slowly the communication between you/Dolkus and natsu82 was going, until all the noise and trouble came along. I think you understand why a customer may want to "create noise and trouble" sometimes... Sometimes, they are not heard until they do.


I know that you started making an effort for natsu82 in the later posts, and I'm glad they are getting the resolution they deserve. However, it pains me to think that there may be others who will continue to experience this sort of business ethic and service from Dolkus, if it does not change.

It was not just the stories told by other doll owners in the thread that made my blood boil, Britz. It was also your own posts, as a customer service representative. It shouldn't be that way.

 

Dolk
You have been very unprofessional here and you essentially lost several possible customers from asking natsu to absorb your mistake for you to how you have treated them as a customer and possible customers since. No one questioned the price difference on your site or why it’s different from the company the doll is from, people ARE questioning the price AFTER payment has been remitted and gone through because it’s unprofessional and it looks as if you are trying to siphon more money from a customer. To tell a customer they are making noise for asking why they have to absorb YOUR mistake AFTER payment has already gone through is unprofessional, telling us how business works is condescending and it wasn’t until you said you were attempting to negotiate with your Japan site that I saw any kind of sincerity for your customer or any attempt to keep your customer. Many previous customers have stated to never order from you and I can see why. Just the way you handled the situation altogether is solidifying why people should avoid you.

 

That's just ridiculous, if it happens to me, I will just cancel my order and never order from them again.

 

Our group has put Dolk on the 'do not buy from them' list, especially since one of our members got the run-around for over a year before her doll finally arrived.

Plus, you spam FB groups everyday with your ads.

Dolk, you better clean up your act.

 

Similarly to the above, I run a panel at a convention about getting started in the hobby, and I have removed Dolk from my list of dealers to check out. I won't be adding it back until there's an established history of this not happening anymore, I'm not sending new hobbyists near this train wreck.

 

Wow. I'm glad I was linked to this post. I'd thought about ordering some things through Dolkus, but not after what I just read...

 

Hello Everyone,

This is Britz C., the Customer Service of Dolkus. on behalf of Dolkus, I want to ask apology for the inconvenience you've experienced from us, We are now in the process of doing our best to make our service more better and convenience for everyone.
We sincerely ask to apologize for all the negative and bad experiences you have.
How much we understand all your feelings, how you feel towards us...
Hopefully, in the future, we can cover up everything and we can serve you well...
We appreciate those Customers who stay in touch with us and understand us in our worst.....Please do not worry for we are now doing our best to make all our services better and convenient.


We appreciate your active cooperation.



Thank you very much.
Have a great day^^
At Your Service,
Britz C.Dolkus -
Customer Assistanthttp://dolkus.com/
****************************
Happy to Serve You (:
Please Visit and Participate our Facebook & Twitter Activities
More Likes, Shares, and Comments and You will be much updated:
https://www.facebook.com/vodalesshttps://twitter.com/dolkstation01

 

Not really related to the original experience but i had a really bad experience with dolk too ><

I ordered an in-stock doll and a pair of shoes on layaway from them on layaway for 4 months. i also made another order with them because they said i could combine the two to get the gift from their christmas event. when i paid off my layaway i got a shipping notice for my order and it went as normal until i received a tiny box :') with only the shoes and no doll . when i contacted them asking where my doll was they told me they needed to check with the maker of the doll. after 2-3 days they told me they actually sold the doll to someone else == i also asked about my other order and was told it had shipped without any notice or tracking. when i asked about the Christmas gift they said i wasn't eligible because i made two separate orders and not one, even though they agreed it would be okay before i made my second order. they finally agreed to send it after i showed them screenshots of what they said earlier, when i found out that the doll didn't exist they told me they would still send me it but i'm unsure if they actually will to be honest :l

although they refunded me the cost of the doll, i'm still fighting for a full refund of my $72 shipping . they don't think i should get the full amount because the shoes costed $24 to post but i think its ridiculous because they posted them without notifying me that there would be no doll with it. i literally only added the shoes to my order because i was getting the doll. I literally would not have bought the shoes if i was not ordering the doll. the least they could do was tell me that they would be posting just the shoes and give me the option of still getting them because there was no doll :/ it feels kind of planned so i couldn't back out or file a paypal complaint because a tracking number exist ?

They also thought it would be a good idea to reveal the name of the person who bought it in my public post in a group :l so honestly their company and its customer service is terrible >< i lost out on so many pre-orders, sales events and pre-owned dolls because i was looking forward to this doll and now all i get is them making me feel worse :')

oh i'm also missing a pair of eyes from my second order :') they gave me a tracking number that's MIA atm OTL

 

These stories are just making me avoid opening dolk’s website. Their customer service needs major improvement.

 

I really, really hoping that the title of my thread doesn't end up being true...because I'd really love to give Dolk the benefit of the doubt, and just scold my own ADHD and impatience but I wanted to ask on here...I really hope this is the right forum for this, too...

Order #1: I paid for two sets of eyes back on February 5th. I received one pair on March 7, and reached out to Dolk about this. They said that the second set of eyes were still in the maker order process and that I would be notified when they ship...for this, I know it's only been about a month since then, so is it likely that the Re-13s are just still in the maker order? I really don't know how long those take to make, so perhaps I'm just impatient on that...

Order #2: I paid for an In-Stock Asleep Eidolon Milkshake (with an additional choice of face-up added), and a set of In-Stock eyes on March 18th. The next day, I received an email that the eyes I had ordered had already been sold, and was offered another In Stock pair of eyes that unfortunately wouldn't work quite the same as the ones I had wanted. I replied saying this, and that I would just like to order the doll at the moment and would order eyes in the future.
I let about a day pass, before I had the thought of 'perhaps I could just get those same eyes maker ordered, so I can still buy the exact eyes I want through Dolk, and then they don't have to worry about a refund or anything!' I emailed this suggestion to them, and another day passed with no reply.
The next day (March 21st, at this point), my attention span was really bad and I decided to look up stuff about the AE Milkshake I ordered as a way of unwinding and calming down. This is when I remembered that my doll was to be coming with a random set of eyes anyway, so the extra set was a frivolous item. I sent yet another email explaining this realization and that I truly would only take the doll at the moment, and would like to wait on any additional eyes until later.

I felt really bad about the three different emails within such a short time, but I was really excited, and wanted to let Dolk know my thoughts as quickly as I could, so that they could do what they needed to do and get back to me.
Within the next two weeks without any reply, I happened to run across some bad reviews of Dolk's customer service, and started worrying. I sent another email, asking approximately how long it would take for my girl to be shipped out, and a refund issued for the out of stock eyes. Ten days later, I still haven't received any reply.

I still really want to give them the benefit of the doubt...I know that there are holidays observed in the spring that I forget about, and I know that people can get busy. I just really want my Re-13s I bought for a friend with my first order, and my Asleep Eidolon Milkshake to get to me as smoothly as possible...

Besides just trying not to be so antsy and impatient, do any of you have any other advice I could try?

 

This thread was rather disappointing to read. I am currently waiting to receive a limited full set doll from Dolk that I have already paid for in full. Here's to hoping nothing goes wrong... I do agree that Dolk's customer service can use improvement.