Lost/Damaged Problems with Dollcatch.

aww, is so sad what happened to you, I really hope they give you a solution -_-

it's annoying when a new company has this poor service just because is a "cheap" company. I don't know if the problem is because they use bad quality resin or is just for the awful packing but they really should remplace your doll head with a new one.

I though they should be a safe company as they are related with Custom House but now I'm afraid to order dolls from them if they are going to arrive in these poor conditions ^^;;;

 

I don't think you'll have to worry, because your doll was even sent before that. And, even so, where was your default box? They can't ask you to accept a later principe, when they haven't followed their owns! You paid for your safe shipment, and yours was clearly not safe.

Don't hesitate and keep asking them for a new head, because it wasn't your fault, but theirs.

Good luck!

 

It's really enervating the awful service that they're giving to you! Don't give up, they are the one that are wrong in this problem, so keep asking for solutions. About me, I was thinking to buy a Jade but now... I'm really sure that I NEVER buy anything to Dollcatch. I don't trust them. Good luck and keep on!!

 

its quite obvious the doll was not packed well enough,there as too much space inside the box,so she must have been rattling around from side to side during shipment which caused the crack,honestly they should have packed her alot better,
sounds like by adding 'we dont except refunds only on front' on their site,that they are trying to squirm their way out of sending you a new heads,i would send them emails everyday until they answer,you did not pay for a broken doll!!

 

I think that the company have to give you a new head. Finally the problem will be solved so dont worry much, only insist.
Good luck ^^

 

This is unacceptable! what unpresentable they are! There is no right to what they are doing, I find this absolutely disgraceful. They do not care for their products at all, and then instead of taking charge of them, they invent stupid rules and do not solve the problems of buyers who are really the source of income.

I wish I could help you, what impotence … !! Good luck! >_<

P.D: Sorry, my english is really bad...

 

That's also how my doll was shipped~but gladely he was safely home
I was surprised how they shipped their dolls with only one box which can be easily damaged and without any filling beside which dolls are rolling around inside during shipment

For a new company, this may be acceptable if they will address them later on. But the refund policy is really bugging me~
who would ever buy from the company if they cannot ensure the doll's safety? Dolls are not cheap at all and we, as customers, pay for the price with guaranteed shipping to our doors. I think we have the right to ask for a solution since that's obviously the doll company's fault.

Wish you good luck, W3ird.

 

I hope that the problem will be solved soon. I think that they have to send you a new head... and change their refund policy.

 

That´s incredible! In the their page it says that they send the dolls with default box but there is´nt any box and it´s obvious that the doll isn´t package properly. Keep bothering them they HAVE to take chargue of the quality of their products.

It´s an expensive doll as others and you were waiting her with impatient because is your doll.... I can´t believe how broken is your ilusion T_T

 

I hope that they give you soon a solution for this problem!

 

W3ird is really sad about this and she's getting worrier day by day, it's totally normal seeing the way this company is acting. We know that they added that text after your problem. It's totally crazy. They are lazy replying your emails, but they can change a term because they want to squirm their way out of sending you a new head? This is totally dirty! I can't believe they want to be a serious company.

I want to think that maybe this is their first real problem with a customer, so they are very slow searching for a solution because they are very new, but... they have to answer you NOW. You didn't pay for a broken doll. This doll is broken because their fault. We know that they send dolls with a box, why didn't they send yours with a box?

Good luck, w3ird. They have to do something and you'll have the head what you pay for.

 

That is unacceptable. Did you send an email complaining about the poor packaging to them? The more complaints they get, the sooner they will learn to change their ways.

Wi3rd, Have you tried to contact Custom House instead? Since they are a sister company they may be able to help you.

I've received a damaged doll before so I know how it feels but my problem was quickly fixed. I hope yours gets resolved quickly as well.

Good luck!

 

Oh, what a bad luck, dear!

You don´t give up, continuing to insist the store!
The sotre told you that they´ll send you a new head before they put this strange new rule!

You write theis until you get a good answer!

Good luck dear.

 

No. You.WIll.Not.Pay.

D: How awful, hugs for you, my love. Im so sorry it transpired ;-;
You keep goin' at em'. It not right that they not reply to you, it up to them to take action and they should.

 

Sorry, but continues with it.
All brands or house, must take responsibility for their porducto, you pay a full. Moreover, paying such an insured shipping
I encourage and hope that they react like a decent house that are supposed to be.

 

This is incredible, a big lack of professionalism on the part of Dollcatch!

How can send your doll so unprotected? A few bubbles and two pillows is not enough at all, plus you have paid insurance, should take care of the problem immediately, why they don't reply to your messages?

And, change their change their refund policy after the problem? I can not believe this lack of professionalism, really.

Ug -_- it's annoyed

Keep on and good luck, dear!

 

Wow! So that's the catch of Dollcatch! That packaging looks unacceptable to me and the chips must be very frustrating to you. I am really sorry this has happened to you, as you clearly put your faith and your money hoping to get a pristine brand new doll.

I'd be livid. I am really sorry for you and send you many positive thoughts.

~Gus

 

I can't believe they don't give you an answer, it is their responsibility. This is outrageous.

 

Okay, wait. Are you sending them e-mails or are you contacting them through QnA?

I know some companies tend to not correspond through e-mails and prefer everything be put through QnA.

Additionally, what other companies do in this situation is they usually request that the customer pay for shipping out of their own pocket, and later, upon the arrival of the broken part, they reimburse the shipping to the customer.

And in the worst case scenario, the damages are all in parts that aren't visible and aren't under a lot of stress. That chip in the back of the head can be easily reinforced with apoxie sculpt from the inside, and the break on the inside of the head bothers you, it can be filled in as well. = )

I do hope you get this resolved though. Best of luck!

 

I have a question... how did you pay for the doll?

If it was paypal, open a claim with them.

If it was a credit or debit card, call your card company and open a claim.

Of course, give the company a few days to correct the problem FIRST. But let them know right away, that if they don't present a solution that you will file a claim by say next week (or at some specific future date). Usually just the threat of a paypal claim or credit card chargeback is enough to get a company to replace a broken part... I mean it was OBVIOUSLY thier fault for packing it badly.

GOOD LUCK!

 

Shipping the doll with only one box, putting her on that loosy package and finally... no answering to something that was THEIR fault.

It's only a head, if they sent a new head for her this was over... but NOT. So, now? much better: now everybody can see and read themselves how "much" can expect of DOLLCATCH;
Unprofessional, deceiving, irritating and ridiculously hiding actitude. Sucks.

W3ird, please, don't stop to emailing them~ You have your doll, broken but you have it with you, so you don't have any much more to lose.

 

Damages are not so visible, but I think it's not the case. You should use epoxy if it were your fault, but when you pay for a brand new doll, you want it perfect. At least as they offer it.

W3ird has a problem with her doll but Dollcatch have to solve it.

It is completely unacceptable that they don't answer to her messages.
And, moreover, it is unbelievable to send dolls with this miserable packaged. If they do so, they must solve this kind of problems immediately.

A good customer service will send a new head without further delay.

Good luck, W3ird!

 

I'm sorry to hear that I wasn't the only one that also has troubles with Dollcatch! I've canceled my order two weeks ago and I still haven't received my refund so today I left a message basically threatening to file a Paypal claim if they don't send it to me soon . Hopefully this will straighten them out ...I can't believe they would skip messages on the Q&A board for two days straight !

I hope all will go well for both you and me!!

 

What i think is that Doll catch should bear the shipping fee for broken goods...
because it is not your fault for the broken parts!
And i think that they should be responsible for poor protective package...

 

I think they'll only send out the new head after they receive your broken one.

They probably want to make sure you end up with only one head, because you only paid for one....

I'd ask them about reimbursing shipping from you to them, though. It's a standard practice among companies, and I'd be really surprised if they made you pay for fixing a shipping problem.

 

I'm really sorry about all these problems, w3ird. this is one of the reasons why I buy from companies with feedback already. shit can always happen, that's true, but at least you can have an idea of what to expect

the doll was poorly packaged, this was obviously a shipping problem that they should solve. it's right that the broken part will not be seen once you put a wig on the doll and dress her, but it's not less right that you paid for a brand new doll without defects, and that yours has one

I'm glad to read that they have finally replied to you and that they will send you a new head after receiving the damaged one. this is common among companies. I've seen others (I think I remember now AOD, who sent the wrong mold) that simply send you a new head and let you have the damaged or wrong head as a free gift for the problems caused. of course, this depends on the company

what I can't understand is that a new company acts this poorly when their first problem appears. having worked in an aftersales department for many years, they should have reacted quickly and proffesionally to let everybody now they are new, but they respond and are a truthful company

I hope shipping is not overly expensive and that you will receive your head. best luck with this all, dear

 

Honey, did you get a "good" reply ?

Anyway as I said, "attack" them about the bad reputation they are building up and everything, also, tell them that you spoke of your problem on DoA and that there is no way to send a doll like that. Wel,l you see what I mean ?! Also make it clear that acting like this isn't good at all for their reputation nor anything and that folks won't buy from them in the future. Contact ChH and warn DC that you will contact them to let them know how their "sister" is acting.

Honestly ..... until now I'm still the only one getting the double box packet and the big mummy ....... I really wonder WTH they are doing, they should do double box as a standard !!!! By the way it IS a standard !
I feel so guilty in a way ... hard to describe.

Oh well, I got double box and all but no tracking number lol ... what a mess, they should take time to fix everything. It's like their first invoices were rushed to fix their paypal account ... >.>

And no, don't hate your doll ;-; please .-.

EDIT : if it may help to make them move, you can use my pictures of opening, there are the double box pictures and the big mummy. Let me know ^w^ you can use them as proof they packed your BADLY.

 

I'm so sorry this transaction has gone terribly for you, w3ird!

Dollcatch is another company on my personal blacklist.

 

Hope Dollcatch send you a new head soon and without new shipping costs. This problem was caused by them, it's their fault. I think Dollcatch must improve in their dealing with their customers.... U__U
I hope you have good luck with them.

 

;_; I'm so so sorry! I would bite their heads off for their incompetence! I'm never buying a doll from them! That's the third one I've seen poorly packaged! How can we trust them if they don't even give their dolls boxes! Plus, they say it's insured, yet they change their policies??? That's ludicrious!

It's not fair for you to have to pay the shipping fees! Keep bugging them until they give you what you deserve!

 

I still do not believe they have acted so badly. Dollcatch has had a very bad behavior.

I never will buy in Dollcatch ... ¬ ¬

 

it really would be more helpful if ,rather than all these posts expressing outrage from uninterested parties, posters would limit to facts and actual experiences and information. There are a lot of us waiting patiently for dolls from this company that would like to use this thread to find out new info and updates.

patiently waiting at day 67, with a q&a reply that my dolls are shipping in may

 

I can understand the hurt of receiving a doll that was broken during shipping but I must say that the chip was pretty minor and probably won't be visual if glued back and considering she will have a wig on.
As for inside the head, I wouldn't even consider it an issue, they are handmade after all.

I'm not saying Dollcatch is right in not giving very good service, but perhaps they see it the same?

I think you have to decide whether it's worth it to send the head back or to just glue the piece on and love her the way she is. Maybe they can even send you some good glue for repairing the chip if you offer that as a solution.

I think it's not nice to pinpoint the company like that.. Sure, poor packing, but I'm sure they will do better after seeing that the doll can get damaged from it.

 

Agreed especially for to be owners. This outrage is making the rest of us feel really bad from buying from them and all we want is for our kids to come home. (Safe and sound of course!)
I would like to point out, I looked at other CH doll openings and it seems they're doing better. Not sure if this was a latter one shipped than w3ird's doll... but I've seen them doing better at it. As seen here: http://www.denofangels.com/forums/showthread.php?t=290274&highlight=dollcatch
(I would call that acceptable wouldn't you?)

We'll just have to see more openings before there's a true opinion. Something in their head latter in the beginning may have made go oh snap, then face palmed, and learned what they did or someone pointed it out to them. Why they didn't realize earlier before they started shipping out and not saying anything about it is anyone's guess. We can ask DC if all possible.

I would consider DC having a rough start and just landed on their face instead of hitting the ground running. But that's just my opinion. We'll just see latter on in the long run.

And I agree with Temp, I find those chips minor as well, just glue them back together and there you go. Just a couple chips shouldn't make this big of an outrage unless you're looking for the prefect flawless doll. If my doll had those exact same chips, I wouldn't really mind at all 'cause they're minor, easy to fix, and unnoticeable once a wig is placed on. I'll just find that kink to add to the doll to make it more unique and a mark that doll is mine. I would really complain if it was something big like of that kink was on the actual face. You always have to know there's tends to be a gamble when a new company just came out (sister or not), that they'll can be good, bad, or neutral just almost exactly like market place here if someone had no feedback yet or do a 180. You just took that gamble like the rest of us who have ordered not knowing what was going to happened, only expectations.

I just really wish people would fan down the flames and get this problem over with as smoothly as possible rather adding to the flames (not counting the actions between w3ird and DollCatch of course). <---meaning stop complaining, and be more supportive towards w3ird.

But I wish you all the best w3ird and your doll through this bumpy ride.

 

There is a Dollcatch waiting room for that purpose. This is w3ird's thread, isn't it? I'm sure she/he appreciates the support, even if it's not very helpful to you. I certainly appreciate the solidarity everyone is showing in supporting w3ird.

Anyway, w3ird, I'm really disappointed to hear this from Dollcatch. I have several beautiful girls from Custom House and I have been very satisfied with their customer service. A short while after I received my OOAK from them, her eyelashes fell out from one eye -- I e-mailed them, and they sent me a new pair right away. It's sad that CH would be so attentive to such a small thing like eyelashes (which they did NOT have to replace, they fell out AFTER she had been played with), and their sister-company Dollcatch is being so difficult with this big issue that's clearly their responsibility to fix. I hope they step up and make things right.

 

Ouch... I feel really bad for you since a doll costs so expensive! Including waiting time and the emotional ride, its totally terrible! I hope that they'll settle your case asap and may your case be a terrible lesson learnt on their part to not scrimp on packaging and provide better services. Thank you for letting us know of your case to give us some headups/warnings regarding dollcatch and hopefully, they'll improve.

Don't give up and continue to ask them about your doll. The customer is always right! XDD

 

this subforum is called "Buying/Shipping Qs and Advice", not sympathy for unresolved problems. I'm sure everyone on DoA is sympathetic any time anyone receives a damaged doll, and that includes me too. And that's why a lot of DoAers read this section every day - to keep up on the news of how companies are doing and what problems might exist. I don't see where sympathy-only posts, that do not offer help or resolution, further the purpose of this board. That was the point I was trying to make. The waiting room is not intended for the purpose of reporting problems and their resolution.

And while it is w3ird's thread about the damaged doll that she received it's still part of this subforum. I keep checking back to see how the resoluton is going and how Dollcatch is handling this because I am interested and becasue I also have dolls on the way from them and want to know what has happened in the case. But it's had sometimes to find that info buried in between the posts that don't directly pertain to the subforum's purpose. Having a dozen people chime in and vow to never buy from this company doesn't help anyone, including w3ird.

 

There was actually an announcement made recently about the usage and purpose of this subforum: Important Changes to the Buying/Shipping Qs and Advice subforum

Here is an excerpt from that announcement:

 

Oh, I didn't realize stuff in Q&A was considered "Feedback." From reading the announcement, I assumed the section you quoted only applied to threads in the Company Feedback and Reviews subforum, not to the larger Q&A forum. I associate Q&A with "Here's my problem, what do people recommend doing, what information can people provide, do other people view this situation in the same way?"

Where should people put that kind of stuff, then? Or is there just not a place for it on the forum?

 

It's one thing to ask for advice or post to warn others in a situation like this [by posting a new thread in "Buying/Shipping Qs and Advice" and linking to the new thread in the company's feedback thread], but what we don't want is for the threads to be dragged out for pages and cluttered with "poor you" and "I'd never buy from them" remarks.

Factual information, suggestions that might help resolve the situation and actual updates from the OP with progress or lack thereof are fine. Ultimately though, this transaction did not take place on DoA and the OP needs to communicate with the company in question to try to resolve the problem.

From what I can read, the company has offered their solution to repair the problem by replacing the doll, but at the buyers shipping expense. To my mind, the damage is not serious enough to warrant the expense and it would be easier to just glue the broken piece back in than shipping the doll back and hoping it doesn't happen again. Obviously the company also needs to take on feedback and learn from the incident in order to improve on packaging and customer service if they wish to continue operating successfully, but that is up to them.

 

For clarity's sake, is it still okay to ask questions like "Do you think I should ask the company for a replacement?" and post comments like "I believe in this situation it's the company's responsibility to provide a replacement."

I realize that's more opinion than it is advice or factual information, but I know with my Choa's lashes (which fell out after only a few days of gentle handling, and were too gunked with glue to be re-glued), I asked a bunch of people if they thought it was appropriate to ask the company for replacement lashes before I went ahead and contacted CH. I didn't want to be asking for anything unreasonable from the company, but I didn't want to have to pay for new lashes if I shouldn't need to.

ETA: Just to be clear, I'm not trying to be argumentative. I just want to make sure I understand the new rules, 'cuz I'm a little confused. ^_^;

 

First - HUGE apologies for this thread having gone south with no moderators checking in to stop it. The posts in this thread have been good examples of the new rule that Twigling quoted above. Although certainly comforting, 99% of the posts in this thread are not helping the situation in any way but rather are becoming increasingly outraged and cluttering the factual posts being made by the original poster.

Asking if smooshed eyelashes should be brought up with the company with a newly arrived doll....is probably going to be a perfectly acceptable thread - within reason. Of course, everything is subjective up to a point. Once the respondent posts become outraged or hand-holding or critical, the advice aspect is lost. Truly, there is just nothing that can be done inside a thread for a problem as disheartening and serious as the one in this thread. That doll is simply not acceptable in that condition. All of us piping in to say so....just doesn't solve the problem, however, many of us are very interested in how the problem does get solved...hence, the point of the thread but the need to keep commentary to a minimum.

w3ird ~ please pm a moderator when you have an update to this situation so that the thread can be reopened for you to post. Thank you.