Problems with DOLKUS

Somehow they end up not having the stock they 'confirmed' they had... the say they check before payment but do they really? They make mistakes too often and its not fair for their consumers and lack communication. =-= I'm still waiting for a reply from them as well and if they don't reply I'll just send another email. good luck to you though

 

Dolk tends to be pretty bad with communication, unfortunately. It's not their strong suit.
When it comes to in-stock dolls, it took mine about a month for them to ship it out without a shipping notification

 

Are these doll/eyes by any chance from a Chinese comapany? By experience, their Korean department (things shipped from Korea) is better with communication and prompt shipping once all things arrive at their warehouse. However, their China department (things shipped from China) is so terrible with communication and so slow to ship things. It took them six months to ship a doll that they had mentioned it was at their warehouse. I was very patient but I kept asking them over and over about my order until they finally shipped it. I know it was sitting at their warehouse because in the box it said the date it was shipped from the Chinese bjd company. Same thing happened with a couple of eyes. Since then, I refuse to order anything that involves dealing with their Chinese department... I’ll rather order and deal directly from the Chinese bjd companies.

 

ah, i also had a bit of a similar experience with dolk, though it ended with a lot less heartbreak, it seems.

i paid off my doll thru layaway for about five months, and only the down payment received any confirmation of having arrived. i didn't feel much like hassling anyone- i knew the address to be correct and i kept a tally in the notes- so i let that be. finish my fifth payment... about a month and a half of silence.

i'm debating on messaging them any day when i get an email informing me that i had not sent two of my payments, and thus i owed 300. like i said, i tallied each one, and while i'm bad at math and time, i'm not so bad as to completely skip two payments. so i email them, and i get informed to send screenshots, because i guess it's impossible to simply look through the transactions and see where you misplaced them? so i send them the screenshots, and they don't reply for a week and a half.

they do, however, at the end of that week and a half inform me that they were shipping my doll, and i got him- and his eyes, thankfully- and i mean, i guess my experience wasn't too bad? irritated me and stressed me out waiting for any response, but at least i got my doll, and within a much shorter period of time than i'm hearing here.

i probably would have ordered from them again, but... idk, not after hearing all this.

 

Actually, yes... The set of eyes from the first order is definitely coming from China, and I believe the doll is to... Thanks for sharing your experience, iveI never heard about one branch being better/worse than the other with communication...

Also, thank you to everyone else for sharing your experiences too! I apologize for not responding to each of you!!!

 

Perhaps I jinxed myself, but I am now awaiting a refund for my order... My doll was sold to someone else.

 

geez you too? Which doll was it? can you buy it from someone else?

 

@generalbun I had ordered the Dollism Plus Tokyo 2017 version of SWITCH's Waseon and only five of him were available for that event. I cannot get that version of him anymore but luckily I can purchase the standard version of him elsewhere.

 

silver lining is that you can still get the doll. wonder what is wrong with dolk.

 

Oh my God @Maechen I'm so sorry that happened to you too >< lucky you can so ill get some form of him though :/

I'm still waiting for my refund and my missing eyes from them >< really heart broken the doll I bought is pretty impossible to find now

 

They can't even keep straight what they have sold or mark prices properly? And yet come here to lecture on how business works? Yeah right!!

I'm surprised any doll company lets them sell their product TBH after reading this. So unbeleiveable.

 

@Chariyokio I am sorry to hear about your situation as well! I hope it will be resolved quickly for the both of us.

 

Good luck @Maechen and @Chariyokio! I just finished my unwanted layaway and I'm hoping all goes well from here

 

Well regarding slow waiting times, funny story: I just got an "your order has been shipped" email... for a pair of Dollism tickets I ordered TWO YEARS ago.

(I actually did get the tickets a few days after I ordered them way back then, it just apparently took them two years to hit the "update order status" button?)

 

I also got an email like that, Kittzel, but I'd already received the doll I ordered two months ago

 

Woah, that would be so weird... O.O


I have an update, though! I received an email yesterday that apologized greatly for the delay of reply. With both my doll and the remaining Re-13s both shipping from the China office, they decided to combine the shipping once my eyes have finished the maker order process... (which I have a vague estimate on, now). This update has made me a lot more at ease, and I can't wait to hear that the eyes and my girl ship!!

 

This is absolutely ridiculous. I'm so angry for everyone. Between dolk and the situation with dollsquare, my heart is breaking for you all.

 

I've had it happened when I pre-order an A-zone doll from a dealer. The price of the doll had went up after I placed and paid for my order. I emailed the company to ask if they will still honor my order with the lower price. They said no problem my order is fine. Then after the pre-order closed, I received a refund from PayPal from the company and I had to ask them why they canceled my order. They then replied and said they did not have enough dolls so they had to cancel my particular order.

I was very angry and felt lied to. Pre-orders shouldn't have a limit like this because they don't make the doll until the order is closed. And since they cancelled my order AFTER the pre-order period, I cannot even pre-order the doll from another shop! So I end up with no doll.

I personally felt that they just don't want to sell it to me at a lower price so they just decided to cancel me and screw me over. It was a very tacky move. So from reading your post, I also felt it was tacky of DOLK to do this to you. I don't even know how this company is still in business right now (do they really have that many customers?)

 

---quick mod note---

There have been a large number of threads started over the past year or so dealing with issues shopping at DolkUS.
We have consolidated a number of these threads into one, so that people can see a larger story at play here.

Everyone can feel free to continue to discuss any problems on concerns here, but we would ask that if you have placed a order with DolkUS, please consider leaving a Company Service Review:
Dolk Company Reviews

People keeping an an objective, historical account of how their orders went can help everyone make better-informed decisions about how and where to shop.

 

Another Update!
I STILL haven't received any notice of my doll or eyes being shipped, or my refund, and I've waited almost another two months before asking about any of it again. I just sent another reply to Dolk us, asking once again for an estimate (as I haven't actually ever received one), and got a reply saying that my concern had been passed along to the people in charge of this, and that my replier was awaiting an answer from them.
Should I ask about having them just send my doll, and using the money they still owe me as means of shipping the eyes out once they are ready? Or, if not, does anyone have any other suggestions for what I should do?

 

So I bought a WithDoll Aiden through DolkUS. I chose to order him through Dolk instead of directly from the company because I wanted some doll clothe from Dolk at the same time.
First I never got a notice that he had shipped, but that was not really a problem just curious. I got him 2018-01-02 but less than a month after his wrist joint broke. I immediately contacted DolkUS asking them for help. It have now been over 3 months and I have contacted them many times, each time it takes them a long time to response and they keep telling me they will get a replacement from Withdoll.
I am new to this forum and have been searching a bit and it seems Dolk have a bit of a problem with customer service
Should I try and contact WithDoll directly? By this point I don't mind paying for a new part, as long as my boy can finally be whole.
Any help. or thoughts is appreciated since I am beginning to get a little frustrated sitting by my self here

 

Contact Dolk via fb.

 

Try to connect with them through fb. I would also contact withdoll directly. In my case an instock item i oredered was sold to someone else so I contacted Granado directly. They actually got in contact with dolk to review the problem. I think more people need to contact the doll companies so they know about dolks' shoddy business practices.

I truly hope you get the parts for your doll. Best wishes

 

They're on DoA as @Dolkus. Maybe they can shed some light on the subject here?

 

@Demiurgo @Voodoo_ socks @Wolfie Pie Thank you so much guys for the advise. I will try and contact WithDoll directly + try Dolks fb. Thank you.

 

.

 

They probably asked you because some buyers like to request that a lower value be declared on their packages (not all companies will do this, though, as it's probably illegal in most countries).

If you don't mind the true value appearing on the customs form, I suppose you could just let them know that.

 

Like @shan said, it is what value you want them to declare on the package. It is to make importing the dolls easier for you. Like in Europe we pay 25-35% in custom fess on all orders over 15$, so for us a lower value might be helpful to decrease the custom fees.
If you don't want a lower value written, just tell them to declare the full value

 

Not sure what bad things you heard about Dolk, but in this case they are trying to do you a favour: they are asking if you want them to declare a lower value so that you don't have to pay custom fees. They do know the value of the items they are sending you, but they are asking if you would like them to declare some other value instead. While it is to be considered illegal, some people will request this (especially in Europe where customs are to be paid on anything above ~15$). Some companies refuse to do it, some companies might do it without formally asking you if you want to, and in Dolk's case they ask what is your preference.
As for the combined shipping, you shouldn't be afraid to ask, you pay them money, they should at least respond to your questions!
I'd say welcome to the hobby, I hope you change your mind about being done with bjds, and actually enjoy them when they arrive!

 

I'm wondering honestly what's made you so negative. This feels like a lot of hostility.

Like the others have said, they're asking for customs reasons. A lot of people who live in Not The USA ask companies to lower the package value to lessen or avoid customs. In Norway for example there's 25%+fee on anything over $40 including shipping price.

Don't be afraid to ask them questions. In the BJD hobby these aren't giant companies. Dolk probably has under 15 employees. Maybe under 10 even. These aren't mega corporations. Feel free to ask away.

 

What personal details? Like... your shipping address and phone number? That they need to ship it to you. Like others said, it’s a gesture of good will.

 

As poor customer service as Dolk has, this is actually being nice to the customer for once rather than just shipping off the items with no notice at all. It’s the value you want on the package. It can help you get no customs fees if you underdeclare, but if anything were to happen to the package, you cannot get insurance over the declared amount. So this is on you to decide. Customs fees are your responsibility to know about and pay as a buyer, Dolk doesn’t need to have that knowledge for every country in the world, they don’t have to pay them on their outgoing packages.

 

Australian custom already changed the law... (after July 1st this year) anything above $0 will be charged with 10% gst. So if you declare it as 1000 usd, u will be charged with 100 usd

 

Madison, I hope by now you've received your doll/eyes.. and I honestly hope everyone else who was having issues has been able to resolve theirs as well. I really wish i had actually taken some time to look into reviews from this company before buying an Asleep Eidolon Mermaid Dione full set with white skin from them. I'm actually quite scared since it literally took them weeks to process the doll for shipping and has since taken more then the "two weeks" their shipping information claims. So much so that the last place the package was scanned was in China... a month ago. I should say im really new to the hobby in terms of buying/owning a bjd, though I've had a love for dolls for quite a while. Was scared to invest that kind of money into it. This year i finally got up enough courage to try it and when i came across this doll.. well she was perfect. It's very disheartening to check your orders tracking daily.. and see there is absolutely no change, no anything about whats going on for a month... which I could have almost understood if it didn't take so long to even start processing her for shipping or the almost shady feeling way of paying for her. I might be crazy for feeling that way but anytime i have to transfer money to a company instead of how say ebay does it, just feels a little bit.. illegitimate. I don't believe I'll be buying from them again after this and everything else I've been seeing about them.

 

After a lot more pestering, I did finally got my doll, and my eyes arrived a few months after, without much update. I hope you receive your doll soon! As regards to what you're talking about with the tracking, if I'm understanding correctly, I had that happen too...It only got scanned once in China, and nothing for a couple weeks...it turned out they hadn't actually fully shipped the package out yet. It was originally more an equivalent of printing a shipping label...
I don't blame you for not wanting to shop from them. Thankfully there are a few really good places to buy from still, like Alice's Collection and Denver Dolls(especially if you happen to be US based)! I've also heard some good things about Angelesque from a friend, but haven't looked into myself yet.

 

Good deal. Yeah after a few days of pestering, they told me the receiver was not home to receive the doll? to witch i truly question if it was sent out in the first place. I am US based though, so i'll have to check out some of these other sites and see how they go next time i order a doll.

 

Good Morning, I was wondering if anyone has purchased from dolkus. If so, have you experienced any issues with them. I purchased some bjd doll outfits. (In stock, and checked as in stock by dolk) They said they send only via premium EMS service. send within 3 days of confirmed payment, which was confirmed same day as paid. It has been almost 8 weeks now and no arrival. The tracking is not an ems number.

 

Have you tried contacting them about your order? They seem to reply to emails quite quickly within their working hours. (Monday to Friday, 9 am to 6 pm, GMT +9).

I recently purchased a doll from them for the first time (it isn't ready yet) but had some problems with my PayPal and their customer service rep was really quick in replying to my emails. She replied within an hour.

 

Good Morning Namika, That's great, your purchase is smooth waiting. thank you for replying. Yes,I contacted them a few times. They said they would keep an eye out. Perhaps they cannot provide further information. The tracking number RR******PH yields naught.

 

Good Afternoon Idris, Thank you kindly. I will visit the thread. Kind regards, Deborah

 

Hi everyone,

I am just looking for some second opinions about purchasing from dolkus.com. I ask because I ordered something late December, & as it is now June I've been waiting six months to receive it.


Has anyone else experienced a serious delay like this? I believe about 5 months would be normal, but now it is still dragging on.

(I have contacted them already – my post here is just wondering if others have had this sort of wait time too.)

Thank you.

 

Have you ordered an in stock item? If not, the delay may be due to the manufacturer's production time. Some companies take really long and when something unexpected happens that time gets even longer.

I've heard stories about people who had to wait even 10 months to get their order so I believe it's not impossible.
Personally, I had to wait over 5 months for a doll that was expected to arrive in less than 3 (ordered from Alice's Collections though)

 

DOLK US is known for being problematically flip-floppy with their orders. Sometimes its safe, other times its a nightmare. There are at least several people (more likely tons, but I'm too lazy to do research to find them all) who have received the wrong doll, been told only after inquiring (waiting several months for an in stock item before asking) that the item was sold out...then only issued a refund after ASKING for one. Dolk US has far worse service than Dolk, a lot of people sadly tend to avoid them. I'm not sure if it is okay to say this, but if you are on facebook, groups like BJDAddicts are full of people who can tell you horror stories about their interactions with Dolk US. There is feedback here, but like I said it doesn't cover half of the horror stories I have personally heard/read.

Dolk Company Reviews
(That's the link to their Company Reviews)

IF the doll wasn't in-stock, it could be production times like RedMoonlight suggested. If it was in stock, well...I'll keep my fingers crossed for you.

 

The funny thing is, I ordered a pair of shoes for the doll that were out of stock & they were delivered to me over a month ago. The doll on the other hand was in stock & I still haven't gotten it... It's a bit of a bumpy situation!

It was in stock so yikes! I'm still waiting for the replies from customer service. Thank you for the information, I appreciate it!

 

Hello,

May i know your order number? So that i could follow up the status of your order.

Thank you.

 

Hi Nummel,

I am experiencing a delay with Dolkus as well. Not the doll itself, for I had notification that it is already arrived at their China office (they even posted a picture for me ^^). They have informed me that it is ready to be shipped out and would give me a tracking number soon. This was in May 20. I still haven't received my EMS tracking number yet and it's been almost a month. Have sent a follow-up email inquiring about the status, and they said they will send it within a week. It's been two now.

Sometimes I feel anxious about the service because of all the bad reviews out there, lol. But I like to give them the benefit of the doubt and guess it is due to external factors. Weather conditions have been constant rain...

Anyway, I hope we both get our orders in soon! Keep us posted if you can ^^

Can you please check my order, too?

 

Hi Aomidori,

Good Day!
Please send us your Order No. and we will update you as soon as possible.

 

Hello everyone

So I'm not really sure if this is the right place to post about this, but is anyone else experiencing a really long wait for DOLK to ship their item? I ask because I ordered an in stock Asleep Eidolon mermaid cordelia back on May 7, and I still haven't received a tracking number. 10 days later on the 17th, I sent them an email asking if she was going to ship soon and received the following reply:

"Sorry for the late reply.

Your order is already prepared for shipment. As of now we just have a difficulty in shipping your order as there is very few flights going to your country.
And most of our staff are working home base, our tasks are limited.
I hope you understand delay in your orders shipment."

I understand that things have been tough because of the virus, but now it's already June 26 and I still haven't gotten anything about when it'll ship >.< am I overreacting? Is anyone else experiencing this? I sent them another email, hopefully they get back to me soon

 

Amiami still has to ship to me my March pre-order because of the japanese regulamentation over the covid. So.

 

I wouldn't be surprised. I've had non-doll packages from both Asia and USA be delayed anywhere between a month and 3 months now. I have a package that was even sent by boat, which takes a 20 days apparently not including docking unpacking and forwarding to final destination that i'm still missing(I assume it's still at sea?).
Just be patient, these are weird times we live in, I know. Keep in touch with them, and wait. It's all you can do.

 

i ordered Little Monica Enrill back in mid April i emailed them end of May and they told me the order was being made and processed and that they will email me when it is ready. so i'm just hoping for any day now but i hear it takes awhile their website says can take up to 7 months to receive a order

 

I think I might have not explained correctly. The order just hasn't even shipped yet, and it was in stock so they already have it with them. It isn't that I'm waiting for in transit time, I wouldn't mind that at all, it's that they have the doll with them and they still haven't tried to send it out

 

There is a thread here where many people who ordered an in stock doll from Dolk and had issues with them mailing out the doll in a timely manner. This seems to happen often (even before the crisis). I think you will just have to keep asking.

 

I got an email this morning saying my boy is ready for Ship...now I wait, longer

 

Hi,

I was wondering what to do with a dealer that refuses to take responsibility for damage? I ordered an in stock full set doll for 1090 USD and it came with a scratched face up. The reason I know it was the dealer was that they had sent me photos of her unboxed prior to shipping her out, and I received her with a scratch on her hair line. (She'll need bangs or photoshop to cover it) I sent them both 4K video as well as high resolution photos.

DOLK will facilitate the fix with Fairyland, but I have to pay for shipping and the face up. I don't see how that's right when it was not my fault.

What should I do?

 

Unfortunately, DolkUS does not have very good feedback in general (even on DoA). Since they refuse to accept responsibility and insist on charging you shipping and the faceup, you will either have to pay this cost, or you can file a PayPal claim and return the doll back to them. There is no obligation for the seller to issue a partial refund, even if it's in their best interest to do so, though. You may be able to get them to issue a partial refund, especially if they realize that you are serious about the return.

If it's a doll that is no longer available and you want to keep it, you will have to decide if that's something you are okay with. I once purchased a doll from a seller and asked about the condition. The seller said the faceup and body blushing were perfect (it was chipped and dirty). I photographed the damages and asked the seller for a partial refund, so I could pay another artist to clean her up. The seller refused and said I can just return the doll.

Even though I liked the doll, I was like "Sure. You know what -- it's not worth fighting with a seller who was dishonest about the condition of the doll, even when specifically asked. I legitimately would rather eat the return shipping cost than spend hundreds of dollars on an item that was not as described and upset me every time I looked at her." I told the seller that the doll will be returned to them and that it would be shipped with more protection than she arrived. I sent photos and asked for the seller's mailing address, so I could send it back. The moment I did this, the seller issued me the partial refund.

I'm sorry to hear that this happened to you. I hope you're able to work it out.

 

@honeyedbiscuit Thank you for this. I didn't even think of a full refund. You are right that I should consider a full refund. Luckily I have all the packaging, but I have been dealing with this for nearly 3 weeks, and it is getting old. Your post really helped me come to terms with it. I like her, but this behavior isn't really acceptable. I hope I get better customer service with DDE or Fairyland directly. I have not had to troubleshoot with them regarding damaged face ups before, but I have heard DDE making things right for others before.

 

You are very welcome, @PaeoniaDrop! With that doll I had, I ended up selling her a few months later because the experience really put me off (even with the partial refund), and I just struggled to see past it. I am someone who has a very difficult time of separating bad feelings when a purchase becomes a nightmare because the item serves as a permanent reminder for the unpleasant experience.

Three weeks is a really long time to be going back and forth with a company who is being very difficult; I think you've been very patient. Your documentation will be able to help you with PayPal. Good luck with what ever you decide!

 

@honeyedbiscuit I hope they'd do the refund of their own volition so that I won't have to make a claim because Paypal claims tend to hurt businesses, but if they refuse, I'll go through with it. I think one of the other issues is that they don't seem to have centralized customer service and now DOLK US has to contact their Korean branch to see if they can process an insurance claim. Makes me shake my head at them. I like the doll, and luckily even if I return her, I have seen her available for sale on the secondary market a few times, so it won't be too hard. I was just having difficulty locating her full set.