Soom Feedback (ALL)

It's great to see so much good stuff about Soom. I really can't wait to get my Lazule.

 

Yeah, Ritornel, Whenever things go wrong they seem to be really quick to reply, and very good at getting problems sorted

 

* What did you order? Cream White Gena.
* When did you order? 18/03/08.
* How was the communication? Perfect and very friendly. They confirmed payment within 6 hours (impressive considering it was 8am Korean time when they confirmed). They were also quick to reply to my question about shipping on the Q&A board.
* How easy was it to pay? I paid via Paypal so very easy.
* How long did it take to ship? Despite saying '3-7 days' on the payment confirmation it took 3 days short of a month for me to receive a shipping notice. As I mentioned above, I asked about the shipping on the Q&A board and Kelly said that it was normal for a doll to take 3 weeks to be made so perhaps this is just a mistake on the default email response? (3-7 days would be incredibly quick for a doll with face-up!)
When I did receive the shipping notice on 15/04/08, it only took 3 days to arrive! All the way from Korea to England in 3 days?! Amazing!
* Was the quality appropriate for the price, in your opinion? Yes.
* Did the item look like the sales pictures? I have to admit she doesn't look quite as pale but maybe that's just my screen? Her face-up is as wonderful as in the photos though, if not better!
* Were you satisfied with the product? Extremely!

 

[This thread is for Soom customer service only. The threads for Soom company reviews are here:
http://www.denofangels.com/forums/showthread.php?t=167951
http://www.denofangels.com/forums/showthread.php?t=172129]

Please post your experiences with Soom customer service here, both good and bad.

 

I'll get the ball rolling.

I had some issues with my first order from Soom which were only partially resolved.
I don't want to get into the details of the issues but rather the way Kelly (the Soom customer rep.) dealt with them:

1 - I wasn't offered the option to send my doll back to Soom for them to fix. I may or may not have accepted that option but I feel I should have been offered it.
2 - I offered photographic proof of the problems but they weren't interested in seeing it.
3 - Most importantly, Soom decided I was in the wrong without checking my evidence or making enquiries with their staff. And that's the part that really bothered me. Making the assumption that the customer is wrong without even checking the facts behind their complaint is really bad IMO. When I looked at the unlocked posts on their Q&A board, I realized that they did the same to other customers and this is the reason why I started this thread.

Basically the outcome for me was that they decided they were wrong on two points and I was wrong on one. I received points (store credit) as compensation.

In conclusion, I still like Soom as a company but their customer service needs to be improved.

 

I've had a lot of experiences with Soom's customer service before, and it was always excellent.
However...
My most recent experiences were a little saddening. Don't get me wrong--I love Soom and their products, but I was just hurt by the way the handled my issues. Here's just one of them.

I also won't include too many details on this either, but here's what happened in short:

- I was sent the wrong magnets for my doll's head cap. One magnet was too big, and the head wouldn't close. (There's only 1 listing on the site for magnets, so it is impossible to order the wrong ones by mistake.)
- I carefully described my problem and how the head wouldn't close anymore.
- Kelly insisted that she sent me the right magnets although I had clearly described the situation to her
- She wasn't interested in seeing photographic proof and even ignored me when I did send it
- Kelly also did not offer any advice as to how I could fix the doll on my own, nor did she tell me that it was too late to replace them, etc.

I found this saddening because Kelly insisted that she was right although I had told her my problem. It's as if she didn't read everything that I had written. In all, it felt as if she didn't want to, or even care, about helping me.

 

* What did you order? I've bought several items in group orders but I bought Spinel directly from Soom as well as clothing for him.
* When did you order? 12/11/07, 03/30/08, and 03/31/08
* How was the communication? Great. I got confirmation almost immediately. Kelly provides wonderful service on the Q&A Board, answering questions promptly and courteously. She even arranged to ship the clothing in the box with Spinel to save on shipping.
* How easy was it to pay? Simple, I purchased on layaway using Paypal.
* How long did it take to ship? About 2 weeks but that was because the cargo jeans I ordered were being made.
* Was the quality appropriate for the price, in your opinion? Yes, a quality product.
* Did the item look like the sales pictures? Yes
* Were you satisfied with the product? So much so that I ordered the Super Gem Dia.

 

* What did you order? Gem Hyun-un creamy white, gem necklace, chalk pastels, fur wig and eye beveler 14mm.
* When did you order? april 07, 2008
* How was the communication? The confirmation came on the next day I placed the order and they informed me when they send me my doll and stuff. Good communication!
* How easy was it to pay? Very easy with paypal.
* How long did it take to ship? A week later! (april 14)
* Was the quality appropriate for the price, in your opinion? Totaly!
* Did the item look like the sales pictures? Yes
* Were you satisfied with the product? Very satisfied ^^

This wasn't the first time I bought from Soom, but on the other times it was the same as above: a perfect transaction and itens ^^

 

* What did you order? SOOM Dimo
* When did you order? May 2nd, 2008
* How was the communication? Really good! I emailed them for questions and they were very helpful.
* How easy was it to pay? Very easy
* How long did it take to ship? No more than 3 weeks
* Was the quality appropriate for the price, in your opinion? YES
* Did the item look like the sales pictures? Even better.
* Were you satisfied with the product? Yes!

 

* What did you order? R.Dillui unpainted head, various sanding supplies + eyes
* When did you order? May 25th, 2008
* How was the communication?never had to ask anything
* How easy was it to pay? Very easy, I used the credit card system
* How long did it take to ship? they had shipped it out by the next morning
* Was the quality appropriate for the price, in your opinion? yes
* Did the item look like the sales pictures? exactly like it
* Were you satisfied with the product? Yes....I do wish that I could use my points w/ a credit card order though.....I'm up to like 20 points with Soom now that I can only use if I use paypal. They were good about including the right magnets that I needed (I needed the Mini Gem size).

 

* What did you order?
Gem Kanoa's head without faceup, a pair of Soom eyes and...plasticine 50g pack..

* When did you order?
May 21nd, 2008

* How was the communication?
Good! I left a message on the Q&A board several days after the arrival of the goods and they confirmed the arrival one day after that.

* How easy was it to pay?
Quite simple and easy by credit card.

* How long did it take to ship?
1 day.. They shipped the goods on the 22nd. I was extremely shocked by their speed..

* Was the quality appropriate for the price, in your opinion?
Yes. The quality is great.

* Did the item look like the sales pictures?
Yes, exactly.

* Were you satisfied with the product?
Yes! Very satisfied!

 

* What did you order?

1 Deneb, 1 Saiph (both with faceup, eyes, sanding seams service, and body brushing), a sampling of wigs to experiment with, forceps

* When did you order? 4-15-2008

* How was the communication?

Excellent. My email address is one of the ones that has trouble receiving emails from Soom, but Kelly and clover went above and beyond the call of duty to contact me through an alternate email address to confirm elements of my order. Responses on the Q&A forum to questions I had were answered quickly and in a friendly manner.

* How easy was it to pay?

Very easy, paypal.

* How long did it take to ship?

Shipped 06-12-2008; half the order arrived 06-14-2008, the other half on 06-17-2008

* Was the quality appropriate for the price, in your opinion?

Absolutely. I would say it is an excellent value for the price.

* Did the item look like the sales pictures?

Significantly better, actually.

* Were you satisfied with the product?

Absolutely. I am really impressed, and will gladly buy from them again. (In fact, I did just today.)

 

*What did you order? 1) BW Dillui with face up 2) One pair of eyes (got a shirt as a gift)
* When did you order? 5-27-08
* How was the communication? The always answer my questions within a day.
* How easy was it to pay? Easy, Paypal
* How long did it take to ship? About 3 and 1/2 weeks
* Was the quality appropriate for the price, in your opinion? Sure.
* Did the item look like the sales pictures? Better
* Were you satisfied with the product? Yes.
__________________

 

* What did you order? A Soom Gena WS head
* When did you order? 6.14.08
* How was the communication? I didn't have any questions, so this was not an issue.
* How easy was it to pay? Very simple.
* How long did it take to ship? I received it almost 5 days later!
* Was the quality appropriate for the price, in your opinion? I would definitely say so. There were a couple of rough spots, though, but I found no reason to complain.
* Did the item look like the sales pictures? It looked even better!
* Were you satisfied with the product? Most definitely!

 

* What did you order? Soom Sabik and Soom Beryl plus clothing
* When did you order? Over a couple of years
* How was the communication? Always prompt and very friendly
* How easy was it to pay? Very simple.
* How long did it take to ship? Soom usually ship promptly although there were slight delays with Beryl due to her popularity
* Was the quality appropriate for the price, in your opinion? Definitely, I love both my Soom dolls and am currently buying a Sard
* Did the item look like the sales pictures? The same or even better!
* Were you satisfied with the product? Yep, definitely!

 

* What did you order? Soom Beryl- Never Ending Dream
* When did you order? April 29th, 2008
* How was the communication? Utterly fantastic. Answered questions quickly and consistantly.
* How easy was it to pay? Through Paypal, very easy.
* How long did it take to ship? She took... four days, I believe.
* Was the quality appropriate for the price, in your opinion? A big yes to this one. Her resin is beautiful.
* Did the item look like the sales pictures? Yep!
* Were you satisfied with the product? Yes! I was also very pleased with the fact that I requested a certain set of eyes, giving them a choice between two colors I would prefer, and they, in a very nice gesture, sent me both pairs! I was very pleased.

 

* What did you order? Soom Beryl; Boots
* When did you order? 1 May; 1 July
* How was the communication? Just fine.
* How easy was it to pay? Easy - they take credit cards directly
* How long did it take to ship? 63 days (arrived 70 days); 1 day (arrived 6 days)
* Was the quality appropriate for the price, in your opinion? Yup.
* Did the item look like the sales pictures? I couldn't ask for better.
* Were you satisfied with the product? Most definately

She was sooo well packaged it was funny. A total mummy, padding pieces between her leg pieces, cling wrap around the individual leg parts to protect the blushing PLUS all the bubble wrap...

 

* What did you order? NS Soom Nion, without a faceup or body blushing.
* When did you order? July 18th
* How was the communication? Didn't use the Q&A board, so I can't say.
* How easy was it to pay? Quick and easy. After ordering I was directed to Paypal and it was all set.
* How long did it take to ship? She was shipped within 2 business days, and arrived in 2 days!
* Was the quality appropriate for the price, in your opinion? Yes.
* Did the item look like the sales pictures? Yes, but she's even more beautiful when I finally see her now in real life. =)
* Were you satisfied with the product? Absolutely.
* If you weren't satisfied, how did the company solve your problem? I didn't have any problems.

 

* What did you order? SOOM Spinel
* When did you order? May 13 08
* How was the communication? Very good they put up with all of my annoying questions so well. They are quick to answer, about a day or two after you post and a little longer on weekends
* How easy was it to pay? Simple with Paypal
* How long did it take to ship? Less than a week after they sent it out. 65 days manufacturing though
* Was the quality appropriate for the price, in your opinion? Yes, mostly. I think they could have done a better job sealing and could have at least cleaned the resin chips out of the box but whatever.
* Did the item look like the sales pictures? Yes, indeed. A little lighter skinned than I would have guessed.
* Were you satisfied with the product? Yup.
* If you weren't satisfied, how did the company solve your problem? I didn't have anything important enough to complain about lol. They were a little cruel in the fact that they sent me the free pair of eyes in the same colour as the ones I ordered and paid for. They sent me a msd wig too as a random gift which threw me a bit.. it was nice but why not send a sd wig with an sd doll? Eh, don't look a gift horse in the mouth.

 

What did you order? Beryl neverending dream
When did you order? April 2008 (first layaway payment) July 08, 2008 (last layaway payment)
How was the communication? Good, if I wanted to check on delivery times they generally answered within two days via the Q&A message board, the only hiccup was when the person who does answer went on vacation, it took longer naturally
How easy was it to pay? I used paypal, no problems
How long did it take to ship? 55 days between my last layaway payment and arrival at my door
Was the quality appropriate for the price, in your opinion? I feel so. I have the more recent leg blushing, not much like the stock images, but I prefer them
Did the item look like the sales pictures? Face and body, yes; Legs, no
Were you satisfied with the product? Oh yes!

I also ordered a LE dress and a pair of shoes. The Rose Queen outfit I think it was called. Really lovely also.

 

What did you order? Beryl, with outfit, no face up or blushing

When did you order? May 7th

How was the communication? Very good!

How easy was it to pay? Used paypal w/ no problem

How long did it take to ship? about 12 weeks

Was the quality appropriate for the price, in your opinion? YES! her seam lines are pretty obvious, but that does not bother me at all, and they will remove them for an extra cost. Her outfit is stunning! Very well made with quality fabrics and lace. She was packed very carefully with foam between all of her joints and arrived with no scuffs or scratches at all. Her resin is quite thick and heavy; she feels very sturdy. She's a brick house!

Did the item look like the sales pictures? Yes, mine was blank, but her outfit & wings are spot on!

Were you satisfied with the product? Yes! The entire experience dealing with Soom was great. She was well worth the wait IMO. I'd order from them again with no reservations.

 

What did you order? Elf Sabik, Vega, LS Vega and Rex, wigs, and a GO once

When did you order? over the last year or two

How was the communication? within 2-3 days

How easy was it to pay? Used paypal and CC, very easy

How long did it take to ship? between 1-2 months for the dolls, and almost immediately for the wigs.

Was the quality appropriate for the price, in your opinion? Yes, I'm very happy with SOOM quality. The only thing I don't like is that now their boxes have these weird raft-looking air-filled plastic things for packing, instead of the foam, making it pretty useless for storage. I'll have to make pillows or something.

Did the item look like the sales pictures? Yeup

Were you satisfied with the product? I've no issues with their quality. I felt the 2-month wait time was a little long, but that's seeming to become the standard now that they are a busier company.

 

* What did you order? Soom Spinel
* When did you order?8/25008 had him delivered 9/13
* How was the communication? It was ok. I don't think Kelly understood one of my questions, but everything was fine. Once I ordered, I did not really communicate with Soom. Unfortunately, I did not get either of the two wigs I requested.
* How easy was it to pay? Simple
* How long did it take to ship? From order to delivery:19 days.
* Was the quality appropriate for the price, in your opinion? Yes.
* Did the item look like the sales pictures? The pictures don't do him justice. He is a work of art. I am in love.
* Were you satisfied with the product? I LOVE him

 

I've had excellent service from Soom. I purchased 2 Super Gem dolls on layaway and my order was processed and shipped promptly once my final payment was made. Kelly answered my questions on the Q&A Board in a timely manner and was always very courteous.

 

* What did you order? Mecha Angel Sabik normal skin (default faceup & bodyblushing), some clothes, wigs
* When did you order? August 12th 2008 / arrived October 1st 2008
* How was the communication? Great! I got prompt answers and all help I needed.
* How easy was it to pay? Quick and easy via Paypal. I used the layaway plan.
* How long did it take to ship? Arrived faster as expected.
* Was the quality appropriate for the price, in your opinion? Yes.
* Did the item look like the sales pictures? Sabik looks even better in reallife! Amazing detailled, great work.
* Were you satisfied with the product? Absolutely.
* If you weren't satisfied, how did the company solve your problem? I didn't have any problems.

 

This sounds good. I want a Spinel. I think he's gorgeous. Unfortunately, I have to save up... haha
I'm already planning outfits for him though... And making plans to make them... ^_^

 

Wow. This is really encouraging. I love their dolls, and am looking into buying one from them since they're all so pretty, so hearing that they have great customer service is really awesome!

 

* What did you order? Soom Sard with faceup
* When did you order? May 16th, 2008
* How was the communication? Everything was good. When it started getting towards the end of the wait time and I kept asking them when he would be shipped, they were very nice about it and responded quickly. XD
* How easy was it to pay? Easy. I was the one who goofed it up. I was trying to do layaway and ended up paying it entirely. Whoops!
* How long did it take to ship? A little less than 2 months. Like 55 days or something I think.
* Was the quality appropriate for the price, in your opinion? Definitely. He is amazing and I him.
* Did the item look like the sales pictures? Yes, but no sales pictures could do him justice, believe me.
* Were you satisfied with the product? Absolutely. The wait time on Soom's monthlies is long, but it is so worth it.

 

* What did you order? 3 wigs, 3 pairs of eyes.
* When did you order? 1 wig on October 03, the rest of it earlier today.
* How was the communication? Good. Quick order confirmation and payment confirmation emails. They let you know when they've shipped, too.
* How easy was it to pay? Very. They have automated Paypal checkout.
* How long did it take to ship? Quick. Received the first order within 2 weeks. Expect the 2nd to arrive as quickly.
* Was the quality appropriate for the price, in your opinion? Yes,
* Did the item look like the sales pictures? Yes. The colors were spot-on!
* Were you satisfied with the product? Yes... now, if I can just continue to hold out against the gorgeousness of their Monthly Dolls.

 

* What did you order? A Mini Gem Uyoo (quite-rabbit)
* When did you order? September 14. (2008)
* How was the communication? Pretty great. Nothing to worry about.
* How easy was it to pay? Credit Card.
* How long did it take to ship? In overall, it took 50 days. For the shipping, only a week!! I was totally shocked when my mother handed me the light box, telling me that the EMS guy passed that morning.
* Was the quality appropriate for the price, in your opinion? Definitly!
* Did the item look like the sales pictures? Much, much better in real. (:
* Were you satisfied with the product? YES! : D And I'll totally deal with SOOM again if I have to.

 

* What did you order? Iplehouse Silvia (yes, from Soom)
* When did you order? May 2008 (on layaway)
* How was the communication? Easy and quick.
* How easy was it to pay? Somewhat confusing as I wanted to set up my layaway via Paypal and they didn't have their paypal address listed except in an FAQ that took forever to find. After that, it was easy-peasy.
* How long did it take to ship? about a week, after I paid off the layaway
* Was the quality appropriate for the price, in your opinion? Definitely
* Did the item look like the sales pictures? yes.
* Were you satisfied with the product? would buy from again.

I totally agree with this:

The only negative was the actual box was rather flimsy--I was glad she was wrapped well, because the box was banged up.

 

* What did you order? 1) A Namu head with face up 2) A Daae head without face up
* When did you order? 8/9/08
* How was the communication? Initially I got an order confirmation, then a shipping notice when heads were sent. When the heads arrived and I wasn't happy I sent an email and have not had a reply (more than 2 weeks later).
* How easy was it to pay? Very easy through Paypal
* How long did it take to ship? 6 weeks
* Was the quality appropriate for the price, in your opinion? No, the Namu head's face up looks rushed - uneven eyelashes (different on each eye) one eyelash is really long like the brush slipped and they didn't fix it. The Daae head came with no magents in the head or headcap even though there are holes for magnets in each.
* Did the item look like the sales pictures? Daae head - yes, Namu face up - no
* Were you satisfied with the product? No. The face up on Namu is not good. The Daae head has no magnets (it's still a $100 head - why no magnets?) The packaging was not very good - a bit small and flimsy. Overall I'm not really happy. I expected better quality & service.

PS - I just wanted to clarify that after I posted the above I was contacted by a SOOM Rep through here and they were very helpful and nice and sent out the magnets for the Daae head. The face up on the Namu with the one long eyelash IS the default face up - which I had failed to notice - so that one was my fault since I didn't notice that on their website. Just wanted to note here that Soom rectified the situation and all is OK. Thanks.

 

What did you order? A wig and some eyes

When did you order? In spring 2008
How was the communication? Okay
How easy was it to pay? No problems at all
How long did it take to ship? Not sure . . not too long
Was the quality appropriate for the price, in your opinion? Yes it was okay
Did the item look like the sales pictures? Yes it did. I was actually very happy that the eyes looked to be the exact same colour as they looked on my monitor.
Were you satisfied with the product? Absolutely but there was a shipping problem.
If you weren't satisfied, how did the company solve your problem? The parcel was held up by customs. They send a letter to me telling me that they had a parcel for me but I only got the letter the same day the parcel was being send back to Soom.

At first I thought that it was the Danish postal service that had screwed up and I e-mailed Soom. They imidiately admittet that the problem was caused by the fact that they had made a mistake when they wrote the address on my parcel. They promiesed to send my parcel back to me for no extra charge as soon as they got it again. Wich they did and they included a dressmakes dummy in the size of a Mini Gem (The wig I ordered was for a Mini Gem)

I'm happy that they resolved the matter with no cost for me and even gave me something as an apology. Perhaps they could have just send the items again without waiting the the first parcel to return to them, but I had gotten the last wig of that style and colour so it wasn't possible. I'm also very happy and impressed that they admittet that it was their fault even though my e-mail to them stated that I thought the Danish postal service was at fault.

I would never hesitate to buy something from Soom again.



Dustbunnie

 

* What did you order? namu cream white with faceup
* When did you order? 10th december 2008
* How was the communication? great, I got the order confirmation within a few hours and my question on the q & a was answered within hours as well.
* How easy was it to pay? very simple, paypal.
* How long did it take to ship? delivery notice on the 17th, arrived in the country on the 20th, cleared customs and picked up on the 23rd (this was a nice christmas present for myself )
* Was the quality appropriate for the price, in your opinion? yes.
* Did the item look like the sales pictures? looks even better in person.
* Were you satisfied with the product? yep. the whole order was a very pleasant experience, will definitely order from them again.

 

I guess I strike first.

* What did you order?
Soom combined with AR, so I got an Angel Region Ren boy, a wig and socks.

* When did you order?
jaunuary 3rd. Today

* Did you order directly from the company, or through a distributor or dealer?
I purchased it directly from SOOMJAPAN, the store in Harajuku.

* How was the communication?
It was okay. Until I came home to find the problems.

* How easy was it to pay?
The store doesn`t take credit cards though they put up those Visa/Mastercard stickers.

* How long did it take to ship?
I bought and took it home today.

* Was the quality appropriate for the price, in your opinion?
yeah.

* Did the item look like the sales pictures?
Well I actually was looking at them so yes.

* Were you satisfied with the product?
Almost.

* If you weren't satisfied, how did the company solve your problem?
Oh here`s the fun part.The wig and socks were fine.
Ren however, was a HORRIBLE disaster.
I took him home to find out He was a She, and that it wasn`t even a Ren but an Ami.
They also did not mention that they weren`t coming with random Wigs/Eyes.
I got a phonecall after sending an e-mail of complaint shortly.
In the end they told me they don`t have Ren in white skin, so I took Ami up as a boy.
They gave me a free wig, but the elastic turned out to be too thick. Ugh.
I`m too tired to complain again, so I`m just going to use the elastic on my 13 boy at home and go get Volks elastic tomorrow.

* Would you order from this company again?
Probably. I have to say they`re at least trying.

* Would you buy this company's products second-hand?
I`d probably be more willing to purchase second hand.

 

* What did you order? IO X 3
* When did you order? 9/30
* Did you order directly from the company, or through a distributor or dealer? directly from company
* How was the communication? easy through Q&A
* How easy was it to pay? very easy, it by papal
* How long did it take to ship? a week or so after full payment
* Was the quality appropriate for the price, in your opinion? very well price
* Did the item look like the sales pictures? perfectly
* Were you satisfied with the product? very
* If you weren't satisfied, how did the company solve your problem? by trying their best
* Would you order from this company again? yes!
* Would you buy this company's products second-hand? yes!

 

* What did you order?
a hyun-un head (no face-up) and face-up stuff (pastels, lashes, glue)
* When did you order?
21/01/2009.
* Did you order directly from the company, or through a distributor or dealer?
directly.
* How was the communication?
soom's communication is always superb, q&a questions have always been always answered within hours for me. no different this time.
* How easy was it to pay?
easy, paypal.
* How long did it take to ship?
ordered and shipped on the 21st, picked up on the 26th.
* Was the quality appropriate for the price, in your opinion?
absolutely.
* Did the item look like the sales pictures?
even better in real life.
* Were you satisfied with the product?
very.
* If you weren't satisfied, how did the company solve your problem?
-
* Would you order from this company again?
yes! I love soom.
* Would you buy this company's products second-hand?
yes.

 

* What did you order?
Gem Asil

* When did you order?
Dec 20th, 2008 (Christmas Kit)

* Did you order directly from the company, or through a distributor or dealer?
Directly from Soom

* How was the communication?
Excellent
* How easy was it to pay?
Very easy, used CC

* How long did it take to ship?
Less than 4 weeks
* Was the quality appropriate for the price, in your opinion?
Good

* Did the item look like the sales pictures?
Yes (except the large S hook was too big for Gem neck, so I had to find a replacement from Volks kit)

* Were you satisfied with the product?
Yes

* Would you order from this company again?
Yes

* Would you buy this company's products second-hand?
Yes

 

* What did you order?
Dia boy
* When did you order?
January 20
* Did you order directly from the company, or through a distributor or dealer?
Ordered directly
* How was the communication?
Fast and polite
* How easy was it to pay?
Very easy
* How long did it take to ship?
4 days
* Was the quality appropriate for the price, in your opinion?
yes
* Did the item look like the sales pictures?
better
* Were you satisfied with the product?
absolutely
* Would you order from this company again?
yes
* Would you buy this company's products second-hand?
yes

 

* What did you order? Soom Spinel with default face up and jointed hands, plus an outfit
* When did you order? November 2008
* Did you order directly from the company, or through a distributor or dealer? Company
* How was the communication? Very, I messaged them a couple of times and recieved answers back very quickly and informatively
* How easy was it to pay? Very easy, I paid by paypal.
* How long did it take to ship? A month
* Was the quality appropriate for the price, in your opinion? Excellent, worth every penny, such fantastic work regarding the doll, its face up was perfect and the jointed hands were magnificent. The outfit was even better than I imagined.
* Did the item look like the sales pictures? Exactly, uncanny!
* Were you satisfied with the product? Completely
* If you weren't satisfied, how did the company solve your problem?
* Would you order from this company again? Definitely, they are my favourite doll company
* Would you buy this company's products second-hand? I have and will again, the products never diminish in quality.

 

* What did you order?
Gena [Cream White] with faceup option and extra pair of eyes.
* When did you order?
December 6th, 2008
* Did you order directly from the company, or through a distributor or dealer?
From SOOM.
* How was the communication?
My questions were usually answered within the 48 hours of being posted. They were very polite, though they did quote a wrong date on when it would be shipped. It was alright though, it shipped the Monday after the Friday they'd quoted.
* How easy was it to pay?
Very easy. I used my credit card.
* How long did it take to ship?
About 17 days. Not too bad at all. They mailed her on the 23rd of December and I received her the 26th. (Went ahead and got express shipping)
* Was the quality appropriate for the price, in your opinion?
Most definitely. The faceup is flawless, though she was strung a little loosely. But the doll is amazing.
* Did the item look like the sales pictures?
Sure did. If not better.
* Were you satisfied with the product?
Yes.
* If you weren't satisfied, how did the company solve your problem?
N/A
* Would you order from this company again?
I plan on it as soon as I can.
* Would you buy this company's products second-hand?
Most likely.

 

* What did you order?
Soom Topaz Honeydew with default eyes and wig
* When did you order?
October 3, 2008
* Did you order directly from the company, or through a distributor or dealer?
right from SOOM.
* How was the communication?
It was good, but I always had to ask to get new information. They do not update their shipping schedules, so I repeatedly had to ask. But customer service was always really friendly.
* How easy was it to pay?
Very easy. I used paypal. They kept good track of my layaway payments too.
* How long did it take to ship?
It took a little over a month after I paid her off, but I kind of expected it with the huge MD rush...
* Was the quality appropriate for the price, in your opinion?
I think so... the sculpt was gorgeous, and the faery parts are awesome in real life. They seem to have resolved some of the issues others had been having.
* Did the item look like the sales pictures?
I think so
* Were you satisfied with the product?
Yes!
* If you weren't satisfied, how did the company solve your problem?
N/A
* Would you order from this company again?
I'm in a split for a head right now...
* Would you buy this company's products second-hand?
Most likely.

 

* What did you order? Mecha Angel wigs and clothes
* When did you order?January
* Did you order directly from the company, or through a distributor or dealer?direst
* How was the communication?excellent
* How easy was it to pay?very easy
* How long did it take to ship?just a week even though I added to the order
* Was the quality appropriate for the price, in your opinion? Yes
* Did the item look like the sales pictures?Yes
* Were you satisfied with the product?Yes
* If you weren't satisfied, how did the company solve your problem?
* Would you order from this company again? Yes
* Would you buy this company's products second-hand? I have​

 

* What did you order?
1 set of Soom eyes(couldn't find the right colour anywhere else~)

* When did you order?
Febuary 9th, 2009

* Did you order directly from the company, or through a distributor or dealer?
Direct

* How was the communication?
Didn't experience much of it... I got an order confirmation, a payment confirmation, then an order in transit/tracking info email. While I can't say how they're Q&A process works out, what I did get was efficient concise confirmations on what I needed to know.

* How easy was it to pay?
Point and click~ They sent a payment request, I pay it, done. Paypal eat your heart out~

* How long did it take to ship?
Put the order down on the 9th(Sunday), and item arrived on the 13th(Friday).

* Was the quality appropriate for the price, in your opinion?
I'm a total newb to this hobby, so I can't say if the prices are appropriate, but I'm quite happy with what I paid/got.

* Did the item look like the sales pictures?
Not sure what to expect, but the product exceeded expectation. I love the way they look, although I wish they could make glass eyes like that...

* Were you satisfied with the product?
Si Senior~

* If you weren't satisfied, how did the company solve your problem?
No Comprende~

* Would you order from this company again?
Most likely, once the need for more stuff kicks in~ *Tick, tock, tick tock*

* Would you buy this company's products second-hand?
Most probably.

 

* What did you order?
Soom Spinel, a shirt, eyelashes, fishnet stockings, leggings and a tank top.
* When did you order?
Order placed on the 13th. Paid off on the 19th
* Did you order directly from the company, or through a distributor or dealer?
Through the company
* How was the communication?
Communciation was great. They answered all my questions quickly.
* How easy was it to pay?
I just used paypal. I was a little nervous because I was paying a bit at once and then more when funds transfered to my paypal account. So it was sort of like layaway? I had to check around to make sure I was doing everything right. But it probably wouldn't have been the case if I'd just paid in full all at once.
* How long did it take to ship?
I recieved the shipping notice on the 24th and it arrived on the morning of the 26th. So a little less than two days.
* Was the quality appropriate for the price, in your opinion?
Definately. Very high quality.
* Did the item look like the sales pictures?
Exactly. All exact, if not BETTER.
* Were you satisfied with the product?
Very satisfied. They did however send me stockings instead of the leggings that I ordered. I'm sure it was easy to get mixed up since they were the same fabric (pink with dots). I notified them via the Q.A. board, and they sent the correct item! Imagine my suprise when I checked the mail to see a little envelope from Soom. >w<
* If you weren't satisfied, how did the company solve your problem?
Soom sent me the correct item. I also got to keep the lovely stockings.
* Would you order from this company again?
Definitely.
* Would you buy this company's products second-hand?
Already have (waiting for it to arrive) and will continue to do so. So many nice stuff that goes out of stock. :O

 

* What did you order?
MD Euclause
* When did you order?
Oct 22 2008
* Did you order directly from the company, or through a distributor or dealer?
Directly
* How was the communication?
Excellent as always
* How easy was it to pay?
Very easy, paypal - one payment
* How long did it take to ship?
3 months and 2 weeks
* Was the quality appropriate for the price, in your opinion?
YES
* Did the item look like the sales pictures?
Better in person
* Were you satisfied with the product?
Utterly satisified
* If you weren't satisfied, how did the company solve your problem?
* Would you order from this company again?
I have been ordering from them for 1 year now, probably will not stop ordering for at least another 6 months LOL
* Would you buy this company's products second-hand?
Yes, as long as the products were cared for by the seller

 

* What did you order? pastels, glue, eyelashes, accessories, brushes
* When did you order? Feb 2
* Did you order directly from the company, or through a distributor or dealer? Directly from the company
* How was the communication? immediate notices
* How easy was it to pay? very easy: paypal
* How long did it take to ship? 5 days
* Was the quality appropriate for the price, in your opinion? all items were of superb quality, and the prices were very low
* Did the item look like the sales pictures? exactly
* Were you satisfied with the product? very
* If you weren't satisfied, how did the company solve your problem? n/a
* Would you order from this company again? absolutely
* Would you buy this company's products second-hand? yes

 

* What did you order?
Honeydew Topaz
* When did you order?
When she was released, but on layaway
* Did you order directly from the company, or through a distributor or dealer?
From Soom
* How was the communication?
Easy- I got confirmation of payments when I asked for it
* How easy was it to pay?
Fairly easy, the layaway programme is not hard to understand
* How long did it take to ship?
About 3 weeks after the final payment
* Was the quality appropriate for the price, in your opinion?
Completely, Some of the seam lines are quite big but the resin is beautiful and the sculpts very well done
* Did the item look like the sales pictures?
Not quite,the doll itself did but her clear resin was a lot more orange than the promotion pictures
* Were you satisfied with the product?
Yes- only the extreme orangness of the opaque resin was a let down as it meant I couldn't got for the colour scheme I planned.
* Would you order from this company again?
Already have!
* Would you buy this company's products second-hand?
yes- they have great quality dolls ( I also got MA rex in December)

 

What did you order?
Vesuvia Poison Kiss and a DAAE head
* When did you order?
Nov/Dec 2008
* Did you order directly from the company, or through a distributor or dealer?
directly from the company
* How was the communication?
still waiting on answer
* How easy was it to pay?
Easy
* How long did it take to ship?
nearly 4 months
* Was the quality appropriate for the price, in your opinion?
yes
* Did the item look like the sales pictures?
yes
* Were you satisfied with the product?
no at first, see below
* If you weren't satisfied, how did the company solve your problem?
Soom sent and Asil head instead of the Daae head
* Would you order from this company again?
yes!
* Would you buy this company's products second-hand?
depends on what it would be

Soom fixed the mistake with lightning speed, they received the returned head on 4/6, I received my Daae head 4/7 and they will be refunding my shipping for the returned head

 

* What did you order?

Mecha Angel Sabik Elf and a long silver MA sized wig.

* When did you order?

16th January 2009

* Did you order directly from the company, or through a distributor or dealer?

Ordered directly from the company.

* How was the communication?

Really good. I posted up on the Q&A board whenever I had questions or had to update my order. Jin Lee almost always got back to me within 24 hours. The longest I had to wait for a reply was 48 hours.

* How easy was it to pay?

It was easy because I chose to pay by Paypal.

* How long did it take to ship?

Close to three months.

* Was the quality appropriate for the price, in your opinion?

I think so. The resin feels a lot different from my DoD and Luts doll and the seam lines are bit rough in places, but nothing some careful sanding won't fix.

* Did the item look like the sales pictures?

It does, I guess. I can't say it's exactly the same because I ordered my sabik elf without a face up ^^;

* Were you satisfied with the product?

Yes, and no. I'm satisfied with how the doll looks, but what I'm not satisfied with really is that Soom kept pushing the shipping date back and back. They gave me four shipping, but they weren't able to keep to any of those dates. I'm not angry, because I know that Soom is extremely busy with all the MD doll orders lately, but I don't think they should give shipping dates until they know for certain that they can ship dolls out on those dates.

Also, my sabik elf has to be the dirtiest doll I've ever received from a company. There were a few minor black marks on the body which I cleaned away, but other than that, it was also covered in dust. Not resin dust, but normal house-dust >__> Not sure what to make of that really.... other than that though, I'm satisfied with my doll.

* If you weren't satisfied, how did the company solve your problem?

I didn't complain about the black marks or the house-dust. As for the bogus shipping dates? I haven't complained about it either since I know Soom are really busy. I don't want to waste their time sending them emails to complain about their shipping when I've already received my doll ^^;

* Would you order from this company again?

I already have. I've got a Glot and Glati ordered and paid for and I'll likely buy other dolls from Soom too in the future.

* Would you buy this company's products second-hand?

Only if the doll/product is in very good condition.

 

* What did you order?
Soom Gena Head
* When did you order?
April 7, 2009
* Did you order directly from the company, or through a distributor or dealer?
Through Company
* How was the communication?
They reply so quick and so kind!
* How easy was it to pay?
Very Easy. No problems!!

* How long did it take to ship? 4 friggin days! It arrive today!

* Was the quality appropriate for the price, in your opinion?
Since it get sent to faceup artist, she say:"The quality is great! There was no imperfections seen except near the neckhole area...? I don't know if this is all common with Soom heads but the neck area has been deeply indented multiple times. :\ "

...I just checked the head again to see any marks for slight inperfections and ran into that. O_o;; You should ask Soom about it immediately.

* Did the item look like the sales pictures?
faceup artist: "Yep, it did. They looked just like in the sales picture!"

* Were you satisfied with the product?
Im sure I will be ( I only say that because it get sent to Faceup artist)

* If you weren't satisfied, how did the company solve your problem?
N/A

* Would you order from this company again? Hell yes--four days are nothing!

* Would you buy this company's products second-hand?
YES! I love Soom!

 

* What did you order?
Three pair of eyes- two silicon, one acrylic
Two shirts, one bloomer... no resin products.

* When did you order?
3/11/2009

* Did you order directly from the company, or through a distributor or dealer?
From Soom

* How was the communication?
They responsed my question within about two days. (Q&A board)

* How easy was it to pay?
Credit card. pretty easy

* How long did it take to ship?
About a month

* Was the quality appropriate for the price, in your opinion?
The shirts are really nice! Worth the price!

* Did the item look like the sales pictures?
Yes!

* Were you satisfied with the product?
Yes!

* Would you order from this company again?
Of course!

* Would you buy this company's products second-hand?
Yes.

*Other thoughts
Soom forgot to ship one of the silicon eyes. I post this issue on their Q&A board and got a reply in two days. On the third day, they ship out the missing eyes by EMS to me.

 

* What did you order?
Beryl, Sard, and Dia

* When did you order?
Beryl May 2008
Sard June 2008
Dia January 2009

* Did you order directly from the company, or through a distributor or dealer?
Company

* How was the communication?
Excellant

* How easy was it to pay?
Very easy with paypal and layway

* How long did it take to ship?
After final payment
Beryl 2 months
Sard 1.5 months
Dia 3 weeks


* Was the quality appropriate for the price, in your opinion?
Absolutely

* Did the item look like the sales pictures?
Better than the sales pictures

* Were you satisfied with the product?
Extremely satisfied

* Would you order from this company again?
Absolutely

* Would you buy this company's products second-hand?
Yes

*Other thoughts
Very pleased with Soom. Faceups are beautiful and resin is first class.
I would like to see more clothing supplied by Soom.

 

* What did you order?

FFD Cream White Sabik, jointed hands, a shirt and some underwear.​

* When did you order?

September 17th, 2008.​

* Did you order directly from the company, or through a distributor or dealer?

Directly from Soom.​

* How was the communication?

Pretty good, up until an isolated incident where someone added a snarky remark to my order information. After that, things were good again.​

* How easy was it to pay?

Very, I paid with layaway. I had a couple that were a day late because of the need of food coming before the need for resin, but there were no problems. PayPal also froze my final layaway payment. That situation was handled well too.​

* How long did it take to ship?

Two months, almost three. But they were kind enough to acknowledge that I would no longer be at this address in June (though I did say I would be willing to wait as long as it took) and sent him out that very week. It only took four days for him to make it here.​

* Was the quality appropriate for the price, in your opinion?

YES. Yes, yes, yes.​

* Did the item look like the sales pictures?

Even better!​

* Were you satisfied with the product?

Very.​

* Would you order from this company again?

Yes, and I plan to!​

* Would you buy this company's products second-hand?

If I can't find what I want at Soom's site, then absolutely.​

 

* What did you order? mini gem aren with stock face up
* When did you order? start of month (may 09)
* Did you order directly from the company, or through a distributor or dealer?
Direct from company
* How was the communication? Excellent, answered q & a within 2 days
* How easy was it to pay? very, used paypal
* How long did it take to ship? 1 week after payment!!
* Was the quality appropriate for the price, in your opinion? I'm new (she's my 1st) but i think so
* Did the item look like the sales pictures? yes she's gorgeous!!
* Were you satisfied with the product? yes
* If you weren't satisfied, how did the company solve your problem?
* Would you order from this company again? yes
* Would you buy this company's products second-hand? yes

 

What did you order? Super Gem Spinel blank face in NS
* When did you order? May 6th 2009
* Did you order directly from the company, or through a distributor or dealer? Company
* How was the communication? Quiet on their end, but the order status page was easy to check.
* How easy was it to pay? Very easy as they tell you address and since I knew total was able to pay soon as I ordered.
* How long did it take to ship? Very fast they shipped 3 days later and he arrived while I was on vacation on May 12th.
* Was the quality appropriate for the price, in your opinion? I did think the resin seemed on the light weight side compared to say Uni doll, and they cost less but not by much. Still will be anxious to see how he holds up.
* Did the item look like the sales pictures? I would like if they posted blank faced pics as would be easier to see how much he does look like his pic.
* Were you satisfied with the product? The doll itself is nice, and I am esp. fond of the packaging, as well as adding a wig and eyes, but I would have liked options on size of eyes as well as wig style.
* If you weren't satisfied, how did the company solve your problem? Didn't bother telling them about wig and eyes, not that big a deal.
* Would you order from this company again? Depends on the doll. I mean I do like saving so if I can find same second hand willing to do that more.
* Would you buy this company's products second-hand? Yes for sure as I want Sabik or Rex or even Lupin.

 

*What did you order? Limited MD Heliot
* When did you order? 26th December 08
*Did you order directly from the company, or through a distributor or dealer?
Direct from company
* How was the communication? Excellent, promptly answered Q&As and added eyes to my order
* How easy was it to pay? Very, used debit card
* How long did it take to ship? About 5 months later
* Was the quality appropriate for the price, in your opinion? Yes...but some of the resin seems a little weak and there was a LOT of resin dust still in his joints that has caused me health paranoia
* Did the item look like the sales pictures? Yes, he is very handsome and even better than the sale pictures
* Were you satisfied with the product? Yes and no. The excess resin dust has really put me off being around my doll.
* If you weren't satisfied, how did the company solve your problem? They have not yet answered my Q&A
* Would you order from this company again? Honestly? No I don't think I would after this. I know Soom were in a rush to get out the Heliots after so many delays which were unacceptable but leaving resin dust in the doll is a safety hazard to the customer.
* Would you buy this company's products second-hand? Possibly

 

They didn't mark down as asked but more importantly, they shipped him to the wrong address. I asked for them to changed the address and they noted it in the comments box, but musn't have looked at it before shipping him. Instead they sent it to the original address.

* What did you order?
Heliot+wig+shoes+eyes

* When did you order?
8th of January 2009.

* Did you order directly from the company, or through a distributor or dealer?
Direct.

* How was the communication?
Good, questions were answered in a day.

* How easy was it to pay?
Paypal, simple.

* How long did it take to ship?
20 weeks + 4 days (144 days.)

* Was the quality appropriate for the price, in your opinion?
Yes, he came with a few marks but nothing which couldn't be removed with a magic eraser. He seems a little...rushed though. I just assumed he would be of a higher quality in a way.

* Did the item look like the sales pictures?
Yes.

* Were you satisfied with the product?
Yes.

* If you weren't satisfied, how did the company solve your problem?
-

* Would you order from this company again?
Yes.

* Would you buy this company's products second-hand?
Yes.

 

* What did you order? a 9-10 Wig, some lingerie and socks
* When did you order? 29th of May
* Did you order directly from the company, or through a distributor or dealer? Direct from the company.
* How was the communication? Very good - they confirmed the order, then told me when it was posted.
* How easy was it to pay? Paypal... nothing more needs to be said.
* How long did it take to ship? A week, no more.
* Was the quality appropriate for the price, in your opinion? Very high quality.
* Did the item look like the sales pictures? Yeah, pretty much the same.
* Were you satisfied with the product? Yes - except that the suspender belt didn't have any elastic in it, which means my SD can't wear it, and the wig is slightly bigger than I anticipated.
* If you weren't satisfied, how did the company solve your problem? N/A
* Would you order from this company again? Hell yeah... I want one of the dolls!
* Would you buy this company's products second-hand? Not sure.