Soom Feedback (ALL)

What did you order?
Soom MD Breccia w/faceup, short fur wig, a shirt, pair of pants and a pair of eyes.
When did you order?
March 9, 2010
How was the communication?
Excellent. I had a situation where my shipping address had to change a month after the order was placed. They even emailed me to confirm that the new shipping address was correct before sending the order. Very polite and quick to respond!
How easy was it to pay?
Through credit card. Very easily set up.
How long did it take to ship?
Once I had the shipping notice, five days. It was very fast! In all, I waited just over two months for her.
Was the quality appropriate for the price, in your opinion?
Well worth the price. She's so beautiful and even without seam sanding, only two spots seem to be noticeable. The clothes that were bought for her are very well made and should last her quite a long time.
Did the item look like the sales pictures?
Much better. She's prettier without all the photoshopping that was done on the soom site. I cannot explain just how beautiful she is, even with that bust!
Were you satisfied with the product?
Very much so.
If you weren't satisfied, how did the company solve your problem?
---
Would you order from this company again?
Possibly so, depending on monetary situations. Not long after I ordered there was a round of fun things that prevented me from picking up another doll quickly as I had hoped. But in the future there are plans for at least one more.
Would you buy this company's products second-hand?
Yes, depending on condition and price.

 

What did you order?
Soom MD Chalco - blank, no extras
When did you order?
February 5th, 2010
How was the communication?
Didn't have much direct communication with them, but what I did have was friendly. Updates were sent via email.
How easy was it to pay?
Their payment process is extremely unreliable in Firefox and even glitches sometimes in IE. A bit of a hassle but nothing major.
How long did it take to ship?
Made my final layaway payment on March 31st, he shipped May 10th, I received him May 18th.
Was the quality appropriate for the price, in your opinion?
Very much so. Every bit of the doll is gorgeous and well-made.
Did the item look like the sales pictures?
Yes. I'd say he looks even better. Soom's ultra-Photoshopped pictures really don't do their products justice.
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?
Definitely.
Would you buy this company's products second-hand?
Yes, depending on the seller, the condition they're in and the price.

 

What did you order?
Soom MD Appini blank + TUC2001 (Clothes for Teenie Gem)
When did you order?
2010 / 04/ 08
How was the communication?
I only needed to check two items from them, but they were rather fast, polite and efficient (they did forget a request in the end, but... things happen)
How easy was it to pay?
very easy through paypal. The only problem was that their shopping cart was not working for me, so in the end I just paid manually. Still, I personally don't think it's a problem.
How long did it take to ship?
The item was on layaway, and paid in full on 21st April. The doll was shipped on 1st June and arrived at my house on 9th of June. Considering all the stories about Soom and their shipping schedules, I think it was extremely quick ^_^;
Was the quality appropriate for the price, in your opinion?
Definitely. She's a cute sculpt and also very well made for my taste. There are tiny seams though, but they don't bother me at all since most of my dolls do have them and they aren't situated in places that would be exposed anyway.
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?
N/A
Would you order from this company again?
I already have, and possibly will buy even more, provided I find another appealing sculpt. I would prefer NS skin dolls, though, so not sure if I will be buying any more MDs.
Would you buy this company's products second-hand?
Yes, depending on the quality though.

 

What did you order?
CW Dia head on a male Super Gem body; extra magnets
When did you order?
24. April 2010
How was the communication?
Good at first; I always got very prompt replies using their Q&A board, but towards the end, when I was asking them to please not downmark my box (repeatedly asking them, I might add), I suddenly had a feeling they didn't understand a word I was saying. Needless to say my box was downmarked.
How easy was it to pay?
Very easy with Paypal. A few clicks - money gone.
How long did it take to ship?
A little over a month.
Was the quality appropriate for the price, in your opinion?
Yes. His resin is amazing and he is overall simply flawless. Just like I imagined him.
Did the item look like the sales pictures?
Since the sales pictures are of a NS Dia girl, not exactly of course. It's definitely the same gorgeous head as in the promo pics though
Were you satisfied with the product?
Very much so.
If you weren't satisfied, how did the company solve your problem?
N/A
Would you order from this company again?
Yes.
Would you buy this company's products second-hand?
Yes.

 

COMPANY NAME: Soom

What did you order? MD Breccia Moon Wish Fullset, Bi-Weekly Dress, leggings, and magnets.

When did you order? March 5th, 2010. Finished paying layaway on April 1st, 2010.

How was the communication? Very good, I used the Q&A board, answers came within a day or two.

How easy was it to pay? Slightly confusing at first, but easier if you use Internet Explorer.

How long did it take to ship? I received her in early June, so about 2 months after I completed layaway (I also added a Bi-weekly Dress to the order about 3-4 weeks before she shipped out and it didn't slow her down).

Was the quality appropriate for the price, in your opinion? Yes, very good quality. Beautiful workmanship.

Did the item look like the sales pictures? Better, Soom dolls always look even better in person.

Were you satisfied with the product? Yes, very.

Would you order from this company again? Yes, I plan to.

Would you buy this company's products second-hand? Yes, I already have boughten two Soom heads, two sets of fantasy parts, and two human bodies second hand.

 

What did you order?
MA Sabik in Normal skin, eyes, wig and underwear.

When did you order?
May 17, 2010.

How was the communication?
Good, I got answers to my questions in 24 hours.

How easy was it to pay?
Very easy with credit card.

How long did it take to ship?
I got shipping notice on May 20, my boy arrived on June 2, but just because shipment was held by customers, who requested certificate for the doll.

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

Did the item look like the sales pictures?
Yes. Sabik is very beautiful doll even without face-up. Soom eyes are stunning... better in reality, thought they look a bit different in color, the wig is also very beautiful.

Were you satisfied with the product?
Now I'm very satisfied But wasn't at first as I opened my box. See below.

If you weren't satisfied, how did the company solve your problem?
My boy arrived without his feet and hands... I was very shocked. I contacted Soom the same day, they answered me next day, apologized and promised to sent those hands and feet immediately.
I got my missing parts in one week, they even added some gifts - wig and little memo book.

Would you order from this company again?
Yes, if I ever manage to get another BJD. Soom dolls are simply amazing And they solve the problems really fast

Would you buy this company's products second-hand?
I'm not sure... I prefer to buy direct through company.

 

What did you order?
Breccia - Faceup and body blushing, no wig/eyes/clothes.

When did you order?
March 10, 2010

How was the communication?
Unknown, I never really check my email and I didn't have any questions that needed answering.

How easy was it to pay?
Wonderful and smooth transactions through Paypal.

How long did it take to ship?
It seemed like it took maybe 1 week. I sent in my last payment, and before I could even think about it, she arrived. I believe I received her 1 week after my last payment.

Was the quality appropriate for the price, in your opinion?
I adore her but seeing as I have never seen another BJD, I don't think I'm qualified to say. But in my opinion she shows quality workmanship. Pricing seems to run in line with the rest of the popular BJD brands.

Did the item look like the sales pictures?
Yes definitely. Even without her eyes and her clothing, her faceup is every bit as lovely as the pictures on the site.

Were you satisfied with the product?
Definitely.

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

Would you order from this company again?
Yes definitely.

Would you buy this company's products second-hand?
Absolutely. I love Soom products and I have had a wonderful experience, so if in the future I find something I want and someone else is selling it, I will definitely buy it. I like the Soom quality.

 

What did you order?

A silver button-down shirt in Mecha Angel size, a black necktie, and a pair of high heeled black boots in Super Gem size.

When did you order?

Last week.

How was the communication?

Great! I left a message on the Q&A board asking if I could change the size of an item after I placed my order, and they changed it right away.

How easy was it to pay?

Very easy through Paypal.

How long did it take to ship?

Shipped the next working day after I ordered, even with the size change!

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

Very much so. The boots are real leather, the shirt and tie are silk and they are all very high-quality construction.

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?

N/A.

Would you order from this company again?

Yes.

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

N/A, I never buy second hand.

 

What did you order?
NS Dia on a Super Gem male body
When did you order?
May 17, 2010
How was the communication?
Fine. They answered my questions within the next business day.
How easy was it to pay?
very easy through paypal.
How long did it take to ship?
3 days o__o I was pretty shocked.
Was the quality appropriate for the price, in your opinion?
Yes. The resin is excellent quality and the Dia sculpt looks even more amazing in person.
Did the item look like the sales pictures?
Well I bought Dia on a boy body, without faceup, so obviously it was a little different, but overall, yes.
Were you satisfied with the product?
extremely
If you weren't satisfied, how did the company solve your problem?
-
Would you order from this company again?
Definitely.
Would you buy this company's products second-hand?
Most likely, though it would depend on certain factors.

 

What did you order?
Soom MD Appini with outfit and Neo AngelRegion Nappy Choo with 4 outfits
When did you order?
March 26th, 2010, added Nappy to the order on April 26th
How was the communication?
Very good. Usually got answers the next day. Very easy, used Paypal.
How easy was it to pay?
Very easy, used Paypal.
How long did it take to ship?
Almost exactly three months which was acceptable considering I had added Nappy Choo a month after Appini was ordered.
Was the quality appropriate for the price, in your opinion?
Very much so! Appini is gorgeous and Nappy is precious. Appini is perfectly strung and Nappy is a tiny bit wobbly but that's not a big problem at all.
Did the item look like the sales pictures?
Yes! Even better!
Were you satisfied with the product?
Definitely.
If you weren't satisfied, how did the company solve your problem?
---
Would you order from this company again?
Possibly. It all depends on what they release in the future! They have good quality and nice dolls so I would be willing to buy again.
Would you buy this company's products second-hand?
Yes, definitely. Already have before!

~Note: When I messaged Soom asking about my order, they gave me the same vague response they usually do but when I explained I was moving soon, they promised to ship it out the next week and they did! They also don't mark down the value of their packages which is nice. I give them very high marks for customer service.~

 

What did you order?
Soom MD Breccia
When did you order?
February 26th, 2010
How was the communication?
Very good, answered all my questions quickly and politely.
How easy was it to pay?
Easy, used paypal
How long did it take to ship?
Three months and about two weeks. Not to bad for a fullset doll.
Was the quality appropriate for the price, in your opinion?
She is my first doll, but I was seriously impressed. Her box and pillow were great, and all of her items were well made. I was really impressed with her wig.
Did the item look like the sales pictures?
Yes. She looked the same.
Were you satisfied with the product?
Yes! She is perfect.
If you weren't satisfied, how did the company solve your problem?
---
Would you order from this company again?
Yes, I would for sure.
Would you buy this company's products second-hand?
I would consider it.

 

What did you order?
Soom MD Syen
When did you order?
June 3rd, 2010
How was the communication?
Didn't need to contact them.
How easy was it to pay?
easy, done through paypal, quick and painless!
How long did it take to ship?
about 1 month, arrived today
Was the quality appropriate for the price, in your opinion?
Totally, the doll was so much cuter than the Promos. Unspeakably adorable.
Did the item look like the sales pictures?
seeing mine is blank, I really can't say they did. ^^; however my Syen does look like the blank pictures presented in their gallery.
Were you satisfied with the product?
of course
If you weren't satisfied, how did the company solve your problem?
N/A
Would you order from this company again?
yup c:
Would you buy this company's products second-hand?
yes i will, but depends of the condition and seller.

 

Firstly, I apologize for all the img, but I really must show to let everyone know Soom's really terrible QC
What did you order?
[MD/April] Monzo - Stone Heart

When did you order?
2010-04-26

How was the communication?
By email. Takes about a day for them to reply, even when I reply to them within an hour.
By board. Takes about a day.
No replies during weekends (when everyone is the least busy =_=)

How easy was it to pay?
No paypal payment request. Log into Paypal to Send Money.

How long did it take to ship?
2010-07-12. 2 months and a week and a half

Was the quality appropriate for the price, in your opinion?
He is HUGE. The fantasy parts and outfit are very beautiful and very detail.
!!BUT!! (See "Were you satisfied with the product?")

Did the item look like the sales pictures?
Soom always glam their photos....

Were you satisfied with the product?
When Monzo arrive, everything was fine BUT I was shock to see the wings having a huge scratch/dent marking on the inner side of the wing! (see white powdery part) There is also this, what I believe to be glue residue on the top of the wing plug. (see images below)
http://img.photobucket.com/albums/v71/fossilangel/bbb/2010_0712_SoomMonzo/IMG_2441.jpg
http://img.photobucket.com/albums/v71/fossilangel/bbb/2010_0712_SoomMonzo/IMG_2444.jpg

At the request of my splitter (who split for the wings), I sent them back to Soom for a replacement.

Today I got them and I am very very shock at the state they are in! It was worse than the wings I've send back!

The edge of the wing is very rough and scratched. The wings talons are all dented!

This is totally unacceptable!!!

Here are the pictures of the wings.

http://img.photobucket.com/albums/v71/fossilangel/sale/Monzo Wing Damage/IMG_2668.jpg

http://img.photobucket.com/albums/v71/fossilangel/sale/Monzo Wing Damage/IMG_2666.jpg
http://img.photobucket.com/albums/v71/fossilangel/sale/Monzo Wing Damage/IMG_2665.jpg
http://img.photobucket.com/albums/v71/fossilangel/sale/Monzo Wing Damage/IMG_2664.jpg









If you weren't satisfied, how did the company solve your problem?
I'm going to ask them for another replacement. They better do it right this time.

Would you order from this company again?
I do like their dolls but I do not know anymore. Their quality check is flushed down the loo. This is not the first time they have disappointed me with their poor quality. I think I will avoid them for now.

Would you buy this company's products second-hand?
Hey, if the price is right...

 

What did you order?
Soom MD Ai

When did you order?
February 2010

How was the communication?
It was decent at first, but once I had a payment dispute, communications ceased.

How easy was it to pay?
Very easy with Paypal

How long did it take to ship?
It hasn't yet, and that's the problem.

Was the quality appropriate for the price, in your opinion?
I haven't seen it yet, but I have ordered Soom dolls in the past and they are very nice.

Did the item look like the sales pictures?
Yes.

Were you satisfied with the product?
see above

If you weren't satisfied, how did the company solve your problem?
They haven't.
---
Would you order from this company again?
Probably not, unless I was paying in full and not layaway.

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

 

What did you order?
2 blank Soom MD Appini, one with outfit

When did you order?
March 2010

How was the communication?
It was excellent, usually reply within next working day

How easy was it to pay?
Very easy with Paypal

How long did it take to ship?
About one or two weeks after I finished my layaway

Was the quality appropriate for the price, in your opinion?
It was definitely worth it~

Did the item look like the sales pictures?
Yes, the blank one though

Were you satisfied with the product?
Very

If you weren't satisfied, how did the company solve your problem?
They were very helpful when I split the Appinis to ship separately
---
Would you order from this company again?
Probably, if anything catches my eye and by layaway.

Would you buy this company's products second-hand?
Already did~

 

* What did you order?
Soom Monzo, with make-up. Plus a set of pastels.

* When did you order?
28th April 2010, paid final payment

* How was the communication?
I could expect a reply within three days of posting ont he Q&A board. Not super fast. Most of the time, my question would be within two days, but they did have I think, two holidays during my order's waiting time.

* How easy was it to pay?
Paypal, linked through the order content page, which is very handy. Very easy.

* How long did it take to ship?
The package was shipped 13th August 2010. Customs deleyed this further though, not to the fault of Soom.

* Was the quality appropriate for the price, in your opinion?
Honestly, yes and no. The wings had not been packaged at all, just left to free-float around the box, resulting in of of them being broken upon arrival, which takes over a month to sort out. The doll cost a lot to say that the resin is shiney in places, the headcap is beyond rediculasly sculpted and poorly designed. The wings BOTH arrived with rather sharp custting around the bottoms, like little care was taken, both with some messy casting flaws. Redeemingly, the doll itself (human) is very easy to pose, very sturdy and can stand unaided by just placing him down. The joints lock and the elbow peanuts do not twist - a first for Soom! Still, I feel like I might have gotten something just as good for cheaper with a quicker, better-communicated service and better care for packaging.

* Did the item look like the sales pictures?
Sort of, I was not quite prepared for how big the ears are or how big the doll actually is!

* Were you satisfied with the product?
A wing arrived broken as the result of poor packaging.
http://www.sugar-coated.org/BJD/Damage/MonzoWingDamage.jpg
http://www.sugar-coated.org/BJD/Damage/MonzoWing2.jpg
http://www.sugar-coated.org/BJD/Damage/MonzoWing3.jpg

* If you weren't satisfied, how did the company solve your problem?
Soom were very quick to respond on their Q&A board about this problem. They asked for additional pictures then quickly agreed to replace it. They told me to ship it out as soon as possible and refunded the postage cost to my paypal account, which I then used to purchase arm replacement parts. Soom are shipping the replacement wing with the arms at my request (I'd like only one customs charge if I have to pay them!). I will update this feedback when the replacement arrives.

* Would you order from this company again?
Every time I say I won't, but I do. If it were not for Soom's very fair layaway feature, I would not, but as it stands, paying off an expensive item slowly has allowed me to stay in the hobby. I may order from them again.

* Would you buy this company's products second-hand?
I would prefer it. Soom are notorious for their after-problems and slowness. Cutting that out is a dream!

 

What did you order?
Soom Faery Legend Nenad fullset with biweekly outfit.

When did you order?
15th of july.

How was the communication?
I never wrote to them so there was no communication.

How easy was it to pay?
Very easy, I used Paypal.

How long did it take to ship?
Got a shipping notice september 8, arrived september 13th, so just under two months.

Was the quality appropriate for the price, in your opinion?
Yes! She's beautiful.

Did the item look like the sales pictures?
Yes, even better in person.

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?
If they released something I really liked then yes.

Would you buy this company's products second-hand?
If the seller had good feedback and the item was in relatively good condition then yes I would.

 

What did you order?
Soom Faery Legend Nenad fullset (minus faceup/blushing/sanding)

When did you order?
2nd of july.

How was the communication?
I never wrote to them so there was no communication.

How easy was it to pay?
Very easy, I used Paypal.

How long did it take to ship?
Got a shipping notice september 8, arrived september 13th, so just under two months.

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?
Yes.

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

Would you order from this company again?
I already did... another fairy, Mixi

Would you buy this company's products second-hand?
I did. it's nice finding here and there something I like

 

What did you order?
Soom Nenad
When did you order?
July 18, 2010 I believe
How was the communication?
I never needed to communicate with them, so that worked well!
How easy was it to pay?
Easy layaway with Paypal. They have a great system that keeps track of everything wonderfully.
How long did it take to ship?
2 Weeks from my last layaway payment... so 3 months and 2 weeks total if you count that way. lol
Was the quality appropriate for the price, in your opinion?
Soom's quality has never been a problem for me. Their prices are steep, but I don't regret a penny.
Did the item look like the sales pictures?
Yes, I love her.
Were you satisfied with the product?
Yup.
If you weren't satisfied, how did the company solve your problem?
N/A
Would you order from this company again?
Definitely. I have bought from them in the past and I know I will probably be buying from them for a long time into the future.
Would you buy this company's products second-hand?
Yes absolutely.

 

What did you order?
Soom Aphan
When did you order?
June 23 I think
How was the communication?
Great by the Q&A board, I always got a response by the next business day, but the one email I sent them got lost
How easy was it to pay?
Very easy. I like that their layaway is built into their checkout system.
How long did it take to ship?
3 weeks or so after I finished my final payment so 3 months 3 weeks total
Was the quality appropriate for the price, in your opinion?
Yes. The blushing is really lovely and the resin feels quite nice to the touch. The one problem I had was handled well.
Did the item look like the sales pictures?
Yes, very happy on that account
Were you satisfied with the product?
At first yes, but after I had had Aphan a short time he developed stress fractures in his knee.
If you weren't satisfied, how did the company solve your problem?
They had me send back the damaged leg and replaced it. They reimbursed me for shipping and they sent along a free wig. Throughout they were friendly and pleasant. The whole event took about two weeks.
Would you order from this company again?
I've already got a Tuff on layaway.
Would you buy this company's products second-hand?
Yes

 

What did you order?
GS Monzo with face up, eyes and wig.

When did you order?
May 7th 2010

How was the communication?
I must say I wasn't entirely satisfied with how they gave me a very roundabout answer in their Q&A board to my question when I was getting impatient waiting for news about my guy's shipping. But then again I can understand they're a busy company and one would assume they get bombarded with similar questions all the time, plus my guy was still in schedule so really there's no point in making a big fuss out of it. I was just too impatient for my own good back then.

How easy was it to pay?
Very easy with PayPal.

How long did it take to ship?
I can't really remember for sure anymore, but it was close to the estimate of 3 months given to their monthly dolls. Customs' people were mean and kept my man in their custody longer than I expected, so I eventually got my hands on him on 12th of August.

Was the quality appropriate for the price, in your opinion?
Yes, all the little details in the sculpt really blew my mind away!

Did the item look like the sales pictures?
Even better!

Were you satisfied with the product?
I'd love to say yes without a doubt, but there were a few minor things I have to nitpick about. The doll has very visible and sharp seam lines particularly on his arms and shoulders, and some of the seam lines are red in color. It's not a major issue as the marks are easily covered with clothes, but I know they will always bother me to some degree, knowing they're there.
There was also a strange and rather big mark in one of his resin wings, apparently cast inside the wing itself. You really have to look for it though, so again, in the end it's nothing I can't handle.
Also, I only recently realized his head had been sanded from the area where the head cap meets the top of his head. For me it's no problem at all, since it will always be covered with a wig anyway, but it does make you wonder, why does Soom recommend not to sand their special colored dolls when they do it themselves...

If you weren't satisfied, how did the company solve your problem?
My issues weren't that big of a deal to me that I would've felt inclined to ask for a refund or anything, in my opinion they really only give my guy more character.

Would you order from this company again?
Yes, already done so.

Would you buy this company's products second-hand?
Yes, already done that, too. Damn their beautiful limited dolls!

 

What did you order?
Soom Super Gem Lazule with default faceup, 2 wigs, 1 x acrylic eyes, 1 x silicone eyes, belt, black suit trousers.
When did you order?
17th August 2010
How was the communication?
I never had any questions, at one point I added a pair of eyes to my order; I posted on the Q&A about combining and they replied within 24 hours.
How easy was it to pay?
Simple, the order page redirected me to paypal with no probs. When I paid extra for the eyes I just paypal'd the money to the email listed in their FAQ and the order sheet updated within 24 hours.
How long did it take to ship?
Ordered 17/08/10, dispatched 5/11/10 - about 2 1/2 months, over 50 business days. I wasn't in any rush, but this did seem a long time for a basic doll compared to their usual lead times.
Was the quality appropriate for the price, in your opinion?
He's above and beyond what I expected - minimal seams, barely any resin smell, no chips or bubbles etc. Pretty tightly strung which is great, stands alone well. Not the most poseable body in the world as I expected from a super gem, but sueding will help. He was also packaged very well with hands and feet seperately bubble wrapped to prevent impromptu finger amputation.
Did the item look like the sales pictures?
Yep, I was particularly impressed with the faceup, it's exactly like the sales photos.
Were you satisfied with the product?
Indeed.
If you weren't satisfied, how did the company solve your problem?
The black trousers I ordered went out of stock some time in October - I thought I would still receive mine (first come first served and all that) but they contacted me the day before he shipped asking if I wanted a replacement/refund. I asked for the grey trousers instead which are fine, but I did think it a tad unprofessional.
Would you order from this company again?
Definitely, have an Epidos on the way.
Would you buy this company's products second-hand?
Yep.

 

What did you order?
Soom Post Event MD - Teenie Gem Winnie Dee Ai and Winnie Dee Afi, blank with their default wigs only.

When did you order?
15th November 2010

How was the communication?
Communication was excellent. And they are very polite too. My Afi calf have a little bit of defects, i sent a note on Q&A and replied very quickly. They apologized and asked me to send it over, they will refund shipping to me.

I sent the leg to them in this cute bear box, then dropped a note to inform them i had sent the calf to them. They emailed me when they received it and commented that the box i sent it in was really cute (haha...i had to use a cute bear pattern gift box cuz i hadnt any other box...)

In fact they sent me both an email AND replied my Q&A, in case i might miss it. I really appreciate these extra things companies do for their customers.


How easy was it to pay?
Credit Card. Easy peazy but make sure you use IE to do so.

How long did it take to ship?
I received my Afi and Ai on the 26th of November 2010. That's about 10 days or so ^_^

Was the quality appropriate for the price, in your opinion?
Very Very much so. The dolls have a good amount of weight in them and the feel of the resin is very very good. The wig is a lil bit messy but nothing a little self-restyling won't fix.

Did the item look like the sales pictures?
Yes they do,,,sans faceup of course :p

Were you satisfied with the product?
Yes
If you weren't satisfied, how did the company solve your problem?
I wouldn't say i weren't satisfied because I was rather confident soom will help me with my Afi's calf issue, which they did

Would you order from this company again?
I definitely will if my pocket allows me to and another sculpt that attracts me appears.

Would you buy this company's products second-hand?
Yes, but with conditions.

 

What did you order?

Soom MD Grit through the Post MD Lottery. Eyes and other accessories.

When did you order?

I paid for him on the 15th of November.

How was the communication?

Quick and polite - Victoria was always very easy to deal with and tried her best.

How easy was it to pay?
Relatively easy. I paid by card through their system. I did have to change to Internet Explorer to do this, however.

How long did it take to ship?
It shipped on the 17th of November, so about two days in the Korean timezone.

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

Not really - I received a faulty item, so I don't believe it was appropriate. I am disappointed in Soom's quality control. See pictures below:

There was sanding on the headcap - more than could be covered with a wig. I understand sanding because of the gates, but this seemed a little excessive.

The headcap of the human head was a different colour to the rest of him, it looked (in person) like it was more purple than anything. The rest of him was purplish grey.

Chip on a shoulder.

The resin on one side of the left horn was pretty much non-existant, making me concerned that putting a magnet in and normal wear and tear would snap that side.

Did the item look like the sales pictures?

He did look like the pictures but clearly faulty.

Were you satisfied with the product?

No. I wasn't satisfied at paying that much for a faulty product.

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

They refunded me the cost of the doll and half of the shipping because they sent some other items (that I intended to use with this doll) that they told me to keep. They took $20 off the original shipping to cover the cost of shipping these extra items to me, basically.

This refund was the 'last option', really. I'd originally been told I'd receive a doll back in proper condition, but they couldn't replace all of the parts so I had to choose between getting a faulty doll back or the refund.

Would you order from this company again?

For eyes, most likely. I'm always happy with Soom eyes. For dolls, not until they can prove that their quality control is better. Items like the one I received shouldn't have been sent out in the first place - which they did admit.

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

This is probably the only way I'd actually buy a Soom doll for now.

 

What did you order?
Soom Faerie Legend Mixi
When did you order?
September 3rd, 2010
How was the communication?
Great. They messaged me quickly about my payment and got back to me quickly on their Q&A board.
How easy was it to pay?
Super easy. I just payed through Paypal.
How long did it take to ship?
It took about 3 months or so.
Was the quality appropriate for the price, in your opinion?
Yes.
Did the item look like the sales pictures?
Yes, it did.
Were you satisfied with the product?
Mostly. The only thing I was unhappy with were her wings.
If you weren't satisfied, how did the company solve your problem?
I messaged the company and they told me to send her back and that they'd replace the wings. Not only did they fix her for me but they also restrung her.
Would you order from this company again?
Absolutely.
Would you buy this company's products second-hand?
Yes.

 

What did you order? Soom MD Pyrol Unicenta; "Freeze" wig wax

When did you order? 11/02/10

How was the communication? Excellent! When they were preparing my shipment Victoria emailed me to let me know the type of wig wax I ordered was out of stock. She gave me the option of a refund or selecting another type. I chose to receive their "Hard" wig wax, instead.

How easy was it to pay? Very easy via Paypal

How long did it take to ship? Approximately 6 weeks (shipped 12/16/10)

Was the quality appropriate for the price, in your opinion? I love my boy very much, but I must admit he has his flaws. His seam lines are pretty horrendous, especially considering the fact he was almost $500 blank. His horn is also slightly off-center. The unicenta half is very innovative and worth an additional price, but compared to other Soom MD tinies that came with additional fantasy parts and two heads I wish more were included with him. I do not mean to offend - that's simply my honest opinion.

Did the item look like the sales pictures? For the most part, yes. His unicenta "bronze" half was lighter than promo pictures. Not a problem, but it surprised me.

Were you satisfied with the product? Yes. I love him dearly.

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

Would you order from this company again? It depends. If they release a MD in the future that calls to me like this little one did, yes.

Would you buy this company's products second-hand? Yes, depending on condition and price.

 

What did you order? Soom Super Gem Ivory and 2 wigs.

When did you order? September 14, 2010

How was the communication? Very good. I wrote a question on their message board and they got back to me in a day.

How easy was it to pay? Very easy with Paypal.

How long did it take to ship? I chose a 4 month layaway, but when I made my final payment on her, it only took a week and a half for them to ship my doll to me. I had originally been told it would take at least another month after my final layaway payment for my purchase to be shipped, so I was very pleased I got her so quickly!

Was the quality appropriate for the price, in your opinion? Absolutely! She is strung perfectly and was safely packed.

Did the item look like the sales pictures? Yes!

Were you satisfied with the product? Definitely.

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

Would you order from this company again? Probably, all depends on what they release in the future.

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

 

What did you order? Soom Little Gem Aphan WS

When did you order? June 15th, 2010

How was the communication? Good. They got back to messages usually within around 24 hours unless it was a weekend when they were closed.

How easy was it to pay? Not too hard although they were having problem with the Paypal payments working on their website.

How long did it take to ship? I had originally put him on a 4 month layaway but managed to pay him off by mid August. He was shipped very quickly after that, around the beginning of October. He arrived fairly quickly too to the postal depot and then was shipped back to Soom quite randomly. After conversing with them and discussing the situation, he was shipped back to me as soon as he arrived there. This time of course the customs in Canada put the wrong customs form on him and it took him about a month to clear that up. I kept in touch with Soom throughout the ordeal and they were kind enough to help me keep track of everything.

Was the quality appropriate for the price, in your opinion? Yes, the face up and blushing is gorgeous and he is just so adorable that I can't complain.

Did the item look like the sales pictures? Indeed he did.

Were you satisfied with the product? I was although there were some issues at the beginning when I realized he had been strung super tight with a very think elastic (4mm). I tried to put on his hooves, almost created grooves in his thighs and ended up with him unstrung and in a box until I could find some thinner elastic at home. The S-hooks were also too large but that was an issue I was already aware of due to other arrivals having the same problem. I also noted one of his hooves was drilled larger than the other but decided I didn't want to risk shipping him off again after all my shipping woes so I just decided to not worry about that.

If you weren't satisfied, how did the company solve your problem? The company apologized for the problems and shipped out the new S-hooks along with a complimentary wig. They were very polite about it and did get back to me quickly with replies. They also explained it was a design issue that they had realized and were correcting it on future dolls.

Would you order from this company again? I already have, although it is from a different subsection of the company (Rosette Girls).

Would you buy this company's products second-hand? I definitely would and have in the past.

 

What did you order? Soom NS Mecha Angel Sabik Elf w/ faceup and jointed hands, a shirt, and a pair of jeans.

When did you order? September 15th, 2010

How was the communication? Good. They always responded promptly when I asked for status updates.

How easy was it to pay? Easy. I used paypal.

How long did it take to ship? January 5, 2011. I was a little disappointed in waiting almost 4 months for a basic doll, but he was much better quality than some of the previous MD dolls I've received from them lately, so the wait was worth it to me.

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

Did the item look like the sales pictures? The faceup looked much nicer than on the website. It looks bright hot pink in their photos, but is acutally really natural looking in person.

Were you satisfied with the product? I'm very satisfied with him. Someone really took the time to smooth his resin and he has hardly any seam lines.

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

Would you order from this company again? I would hesitate to order a basic, non-monthly doll again because they seem to get put on the back burner to meet MD deadlines, but I'm happy with the quality, so it wouldn't be a definate 'no'.

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

 

I just realized I hadn't filled this out for my previous two Soom orders, so I'm going to just fill it out for this once to cover them all.

* What did you order? Basic Super Gem Lupin + a few additives (shirt and eyes for a few friends) / MD Teeny Gem Keny blank + fantasy parts / Super Gem Young Artist Covell
* When did you order? June 19 2010 / July 20 2010 / October 4 2010
* How was the communication? Excellent. Every time I asked a question, so long as a weekend didn't get in the way, an answer was there within 48 hours - 48 only because the number of questions and comments on their Q&A is sometimes astounding ^^;;. I added an order and had it merged with the Lupin order and it all went effortlessly. They combined the second order right into the original order and updated me with the price that was owing immediately. The English representative Victoria is very sweet and an excellent communicator.
* How easy was it to pay? Very easy. All three orders were on four month layaways. There were no issues that myself or my husband encountered while making payments that weren't easily identified and fixed ourselves, or caused by ourselves to begin with. We simply paid each installment using the credit card through paypal, and when I made the last few payments myself, I sent them from my account to their paypal address without a single one going missing.
* How long did it take to ship? Lupin shipped November 11, Keny shipped earlier - on November 8th, and Covell shipped January 19. Out of all three, Lupin took the longest in production after the layaway was completed. Covell took the shortest at only two weeks. :3
* Was the quality appropriate for the price, in your opinion? Most definately. Lupin had no flaws at all, Keny had only minor sanding spots, and Covell does have seams, but nothing I haven't seen with any of my previous dolls and easily attended to with some sandpaper if I so choose.
* Did the item look like the sales pictures? Except none of them were ordered with faceups, yes.
* Were you satisfied with the product? Very much so. Soom has made me very happy.
* If you weren't satisfied, how did the company solve your problem? N/A
* Would you order from this company again? I think it would be very difficult not to. I've had no issues with them so far, and I'm quite permanently Soomed.
* Would you buy this company's products second-hand? I have already. I'm paying off a second hand Chalco, and will eventually be pursuing the chalco fantasy parts and outfit second hand as well. I've also bought a second hand teeny gem cream white body, and a friend purchased an open eyed beyla head for us second hand for our anniversary.
​

 

What did you order?
Soom NS Onyx (Black & White version)

When did you order?
December 21, 2010

How was the communication?
Fabulous. I received prompt email updates for order confirmation and shipping. For the Q&A board, I had a bank related problem and I wasn't sure if the payment had gone through. Soom got back to me by the next business day to tell me that everything was okay.

How easy was it to pay?
Easy, through Paypal balance.

How long did it take to ship?
Around 27 business days after full payment.

Was the quality appropriate for the price, in your opinion?
Yes. Onyx is my first SD-sized doll and I'm very pleased. Her face-up is gorgeous and the resin is heavy. She's really the best packaged doll that I've ever received; face mask, sleeping bag with straps, arm covers, bubble wrap, the whole works.

As an aside, her resin felt a bit rough in some small areas and one of her wrist S-hooks was too big. The stringing was also rather tight for the partial assembly required (which I didn't know about, so imagine my surprise when I pulled out bundles of hands and feet XD). But I understand that the latter is for the customers' benefit. Overall, they were minor issues I could fix by myself.

Did the item look like the sales pictures?
Yes. She looks better!

Were you satisfied with the product?
Yes. Beautiful face and body, solid standing, excellent customer service.

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

Would you order from this company again?
Yes, if a certain sculpt is re-released. ^^

Would you buy this company's products second-hand?
Perhaps. Depends on the item, condition, and circumstances.

 

* What did you order? Super Gem Lazule, boxers, Mecha Angel wig, shoes, socks, extra elastic, face protector and 14mm acrylic Glib eyes in deep brown.

* When did you order? I ordered him December 17th, putting him on a short layaway and paying him off December 30th.

* How was the communication? Very good! Soom was quick to answer me and my Q&A's were answered after 48 hours, at the VERY latest. Victoria was the one to answer my questions and was very sweet.

* How easy was it to pay? Easy, though I wasn't able to use PayPal in my usual browser (Chrome). I had to open Internet Explorer to pay, but otherwise, it went through smoothly.

* How long did it take to ship? After I finished layaway they told me to wait 30 business days before asking about him again, since I paid him off so quickly and they were unsure of the shipping schedule. On day 24 I figured I'd leave a Q&A post on the board asking about the order, seeing as they were behind due to having gone on their Lunar New Year holiday and I figured it'd take them a few days to get to my question. They skipped over it but went back to it, and when I woke up the next day they said he was shipped out via EMS. So, all in all, he took 24 business days to process, and by some miracle, got here from Korea and through JFK customs in TWO DAYS. Couldn't believe it!

* Was the quality appropriate for the price, in your opinion? Yes! He's gorgeous. He looks just like the pictures. (minus faceup since I ordered him blank). His resin looks like it was sanded a bit haphazardly in spots (slight rough spots on his face) but the vast majority of the rough parts are inside him, so its nothing you can see. Outside, he is very smooth, with only slight seams. The wig is thick and very nice, and the boxers are made better than I thought. I also love the acrylic eyes I bought him! So realistic. However, I will probably get him 12mm eyes next time, 14mm seems too big though they are the recommended size for him. This is not the fault of Soom, however.

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

* Were you satisfied with the product? I certainly was! He's a beautiful boy, and my first doll. Expectations have been exceeded, since so many seem to have trouble with Soom. I also am glad they ship feet and hands separately wrapped!

* If you weren't satisfied, how did the company solve your problem? I THOUGHT they had forgotten S-hooks for his feet, but I derped and I did not realize there were resin hooks already ON the feet. Again, Victoria was very polite in her response and told me to post if I had any more questions.

* Would you order from this company again?Definitely! I'm looking to buy Cass if they ever release her in normal skin for a Special Order!

* Would you buy this company's products second-hand?Most definitely. There are a few MDs out there that I would not mind owning.

 

What did you order?
Mecha Angel Meisa with faceup, plus lingerie, one outfit and one pair of shoes.

When did you order?
August 2010, with layaway until November.

How was the communication?
Slightly slow. It takes 1-4 business days to respond to a message left on their board. However, they were helpful: they answered my questions appropriately and allowed me to add additional items to my order.

How easy was it to pay?
Very easy. Their site integrates into Paypal rather painlessly. When I sent a payment, it was reflected in Soom's order system immediately. They list layaway payment dates and status clearly on the order history.

How long did it take to ship?
Longer than expected. After layaway was complete, I was told it would ship in December... then January... and finally in early February. I didn't hear about their 100 day guarantee until after the fact, but they met it. I was actually "counting" on a delay though--I didn't like the clothes available at the time, and the outfit and shoes that I eventually added were introduced in December.

Was the quality appropriate for the price, in your opinion?
Yes. The doll is solid and the clothes appear to be well made, which is appropriate since they cost slightly north of average in my opinion. Faceup is actually nicer than I expected.

Did the item look like the sales pictures?
Really accurate in my opinion.

Were you satisfied with the product?
If you weren't satisfied, how did the company solve your problem?
I was satisfied.

Would you order from this company again?
Would you buy this company's products second-hand?
Yes to both.

 

What did you order?
Soom Taco W/outfit and Dom with OE face-upand outfit

When did you order?
Jan 4rd 2011

How was the communication?
Great.

How easy was it to pay?
Super easy. I just payed through Paypal.

How long did it take to ship?
It took about 4 monthes
Was the quality appropriate for the price, in your opinion?

N/A

Did the item look like the sales pictures?
N/A

Were you satisfied with the product?
N/a

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. I do all the time!

 

* What did you order?
Soom MD Ender in Brown Tan and blue-black curly wig.

* When did you order?
Feb. 26, but the money didn't clear until March 7

* How was the communication?
Excellent. They were very nice and understanding about my money issues and let me know how to get around it. Their customer service alone will make me want to buy from them again.

* How easy was it to pay?
Very easy - I used Paypal.

* How long did it take to ship?
64 days, 43 business days. Basically 2 months and 3 days from the time the money cleared Soom's system. I was surprised - I wasn't expecting a shipping notice until May 20. I received one May 11 and he arrived home May 13. I was floored.

* Was the quality appropriate for the price, in your opinion?
In all honesty, I think he was a little expensive for an MD with only the skin and Jackal head. But obviously, that didn't stop me in the least. I was very impressed with the quality and detail of his body, despite having stalked Megagem photos since I ordered him. The details of his body and Jackal head alone are simply breathtaking. As for the wig, it was for my girlfriend. I was a little trepidatious about buying, as my only other wig from Soom turned out to be a horrible failure, but the quality was definitely better than I was expecting, probably up there with Crobidoll.

* Did the item look like the sales pictures?
I didn't get the face-up, so that's going to have to be a no. Still, the pictures I'd seen from Soom with the blank Ender head looked pretty spot on to what I received. And the Jackal head was so much prettier and cute than the pictures made him out.

* Were you satisfied with the product?
Definitely.

* If you weren't satisfied, how did the company solve your problem?
The only problem I had didn't involve the product, but I feel bears mentioning. I realized that I probably wouldn't see my money until after Ender's sale period was less than a week over. I contacted Soom about this, and they let me know that this wouldn't be a problem, and even though my order was automatically canceled (as they had warned me), they put it back through. Their willingness to work with me through payment was not what I was expecting from a company at all, and definitely impressed me.

* Would you order from this company again?
This is actually my second time ordering from Soom. If they had anything that caught my fancy like Ender, and if I had money to buy it, I would order from them again. They were just spectacular to deal with.

* Would you buy this company's products second-hand?
I already have (at least three times) and given the opportunity, I would do so again.

 

* What did you order?
A wig and some wig care items.

* When did you order? May

* How was the communication?
Ok

* How easy was it to pay?
Very easy with PP

* How long did it take to ship?
I received it after only a week.

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

* Did the item look like the sales pictures? The same

* Were you satisfied with the product?
The wig is great. I also bought a bottle of some kind of wig care product, the only problem is that the instructions on how to use it is written in Korean only and unfortunately I don't understand what it says

 

What did you order?
MD Tiny Taco, with face up on the Romantic head, wig and eyes, plus extra wig and eyes.

When did you order?
18th of January

How was the communication?
Good. They replied to all my messages and questions.

How easy was it to pay?
Very.

How long did it take to ship?
After the 3 month layaway they said it would be shipped after 50 working days, it was shipped sooner than that.

Was the quality appropriate for the price, in your opinion?
Yes. Seams are hardly noticeable, face up is gorgeous.

Did the item look like the sales pictures?
Yes, the wig even had the lacey thing that tied it back.


Were you satisfied with the product?
Very.

Would you order from this company again?
Yes.

Would you buy this company's products second-hand?
Yes, but unfortunately some of their limited dolls sell at hilarious prices.

 

(edited 8/3/2011 for more details)

What did you order?
Soom Mini Gen Aren with face up

When did you order?
April 26, 2011

How was the communication?
Was not great at first, seemed to get better then again not so great *sigh*

Edit: still seems as though there's not a great understanding going on over at soom. Such a shame because I really like the dolls. I was adamant and clear that I wanted to keep the head, I liked the face up, they insisted I send the head, I put in a pair of my eyes with my eye putty to insure i get that head back (I also asked to be clear).

Sure enough I got a totally different head with eyelashes cut straight across and falling out...face up was clearly different. I was kicking myself over sending that head back.

The main problem was I mailed soom to make sure the fairy parts would fit, and asked if there was anything else I needed to buy, Victoria said no.

I get aren and no, the parts will not work I need separate string and hooks (for the leg parts)

I email back stating the issue, they wanted me to send the doll AND the fairy parts told me they would string them.

They did not... All i wanted was to buy extra string and hooks This is such a fiasco, and I want the doll head I paid for back they told me it's GONE!

How easy was it to pay?
Very easy with PayPal.

How long did it take to ship?
I received the doll June 27, 2011 (sending back to be fixed tomorrow 7/5/2011) (back in my hands 7/27/11)

Was the quality appropriate for the price, in your opinion?
A little bit over priced for such a tiny doll, but the first face up was very lovely.

Did the item look like the sales pictures?
No.
EDIT: new head's face up looks nothing like the head I paid for very dissapointed.

Were you satisfied with the product?
No.

If you weren't satisfied, how did the company solve your problem?
Not really solved yet.

Would you order from this company again?
A bit worried to now.

Would you buy this company's products second-hand?
yes, if there are clear photos.

In closing this really saddens me as I really admire and like the look of many soom dolls and wish I could feel confident enough to order again But at this point It's not likely. (also this is my first non positive company review, every other BJD company I've ordered from for resin dolls volks, ndoll, fairyland, luts...have all been amazing, I really wish i could add soom to that list, please Soom take the time to read and understand what customers are saying and asking for)

(all updated 8/3/2011, photos and email are still saved if needed to be seen by anyone)

 

What did you order?
BiWeekly Emerald King Outfit

When did you order?
May 1, 2011

How was the communication?
Not very good customer service. It said that it take 30 to 50 business day to ship the outfit. It's been more than two months but my clothes is not ship yet. I asked them the beginning of July about my order and they just said it will be ship by the end of July, which will be three months. They didn't say sorry or anything. Basically they just said there are still unfinished biweekly outfit so my outfit got push back. It's not my fault that they produce a lot of MD doll and biweekly outfit and unable to finish it on time. >.<.

Also other people who order the special doll together with the outfit and face up receive their order already. I only order the outfit only but still not ship until the end of the month, it's so unfair.

Edit: I received an apologise email from Soom. They actually read my review here and promised to improve their organization in the future. I am pretty happy about their service and I believe that they do care about customer's review.

How easy was it to pay?
Very easy using Credit Card.

How long did it take to ship?
Just received my items today on 12/07, it takes a while but I don't mind.

Was the quality appropriate for the price, in your opinion?
I love it so much ^^. The outfit is very details and beautiful, the quality is more than I can imagine ^_______^. It make me want to own all soom's clothes.

Did the item look like the sales pictures?
Yes, even better than the sales pictures

Were you satisfied with the product?
Yes, I am so happy that I purchased this outfit. It is so beautiful. I love outfit similar to ancient time so mystery and so beautiful. I hope soom will produce many beautiful outfit similar to this one ^__^. I love desert Hermit outfit so much but miss out. Hopefully soom will design something similar to that.

If you weren't satisfied, how did the company solve your problem?
I contacted them about my order but they don't even bother to say sorry. Just blankly said that the outfit will be deliver by the end of July. They said 30 to 40 day is just an estimated, so no guarantee when my outfit will be deliver >.<. They didn't even say sorry to make me feel better.

Edit: I am pretty happy with their service because they actually take their time to read my review and send me an apologise email.

Would you order from this company again?
I love their dolls, they are very beautiful but I am worry about the waiting time and their customer service

Edit: Yes, I will order again and again, outfits and dolls are so beautiful

Would you buy this company's products second-hand?
No, I love first hand

 

What did you order?
Soom Ender with outfit, staff, shoes, wig, eyes, and faceup on Ender head.

When did you order?
Feb 15, 2011

How was the communication?
Great...until I had a problem. I was sent someone else's order, missing everything but the Ender wig, and now they refuse to help me. Completely refuse. They said they packed it, it was on CCTV...but I do NOT have those items. I did try showing them the pictures, but I don't think they click links on the Q and A board. It made me really upset cause it seemed like they were calling me a liar. Eventually it was figured out what had happened. Took a while but it's all straighten out.

How easy was it to pay?
Easy but I have to go to paypal myself and send it. I can't get Paypal to work going through their site.


How long did it take to ship?
Paid off end of May, received the doll end of July. As for the problem? Items finally arrived Aug 30 after getting out of customs.

Was the quality appropriate for the price, in your opinion?
I don't know. I haven't touched him, but no. All my other sooms were...but not this order.

Edit: He's perfect. I was too afraid to touch him at first. I did have to restring as when I went to put on the foot the elastic was half cut, but I'm not new to restringing!

Did the item look like the sales pictures?

Edit: After being painted, yes.

Were you satisfied with the product?
No, since they refused to help me. I do not want to touch him since he wisn't originally mine. I am too upset.
edit:Now that he is mine, I very much like him. Wig shows the cap in the front but I'm waiting a new wig from another place.

If you weren't satisfied, how did the company solve your problem?
They claim they sent the outfit, staff, shoes in the package as it's on CCTV, but when I contacted them, the response I got was "Sorry, we're not going to help you." So they're keeping an extra $400 of my and my partner's money. They have picture proof of the no faceup, so I am sending them another picture of the eyes I got, the wrong ones, and what I recieved in the box.
Edit: It came to light that somehow, maybe the shipping staff accidently picked up the wrong ems papers, I got a Russian customer's Ender and she got mine. Luckily she was nice enough to contact Soom and tell them she had items she did not order. Not sure how she got my order number or name, but with her telling them that, we got things sorted out. I finally got the package yesterday, but Soom said if it hadn't arrived by September 1st, they'd mail me the outfit, shoes, and staff. I did get a refund for the faceup.

Would you order from this company again?
Yes

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

Edit:I finally got my items. They asked the Russian customer who got my box to mail the items. At first we were going to trade but she refused. She sent the items instead. I got a refund on the faceup and had Buff here do it. The package of the items was mailed Aug 10, hit customs Aug 17, then finally got released Aug 29. Soom said if they never got released, they would resend the items. It is finally over...

I will admit at first I was extremely upset as I felt like Soom was calling me a liar when I tried to show them picture proof of the package. I was in tears when I opened it after shaking with excitement. But Victoria did help me, even calling international! So it all worked out.

In the end, it was a misunderstanding all around, I think. Soom did help me, as well as the Russian customer. So don;t be afraid to order from Soom, if there is a mistake, they will help.

 

What did you order?
Soom Lami, blank with outfit, eyes and wig.

When did you order?
20th April 2011

How was the communication?
Fine. I didn't have any queries or problems so didn't contact them directly, but they sent purchase/payment confirmations and the shipping notice.

How easy was it to pay?
Easy. I used PayPal via the checkout on the Soom website.

How long did it take to ship?
I paid it off in early June and it shipped late August.

Was the quality appropriate for the price, in your opinion?
Yes, the quality was very nice.

Did the item look like the sales pictures?
Yes.

Were you satisfied with the product?
Yes, generally speaking. The necklace in the outfit was a little tight and needs to be modified, but aside from that everything was great.

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

Would you order from this company again?
Yes

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

 

What did you order?
Soom MD Little Gem Shale with OE FaceUp + Outfit + Wig

When did you order?
May 16th, 2011 [paid him of on the June 6th, 2011]

How was the communication?
Good, my questions were answered fast on the Q&A board.

How easy was it to pay?
Easy with PayPal, but the checkout on the webpage didn't work for me so I had to send it manually.

How long did it take to ship?
He was shipped on the August 25th.

Was the quality appropriate for the price, in your opinion?
I'm not sure.
Overall he looks very beautiful, the FaceUp is stunning & the outfit is lovely but inside the OE Head, the place where the S-hook is placed is in a poor state.
The surface of the hooves are different (one is smooth and the other has tiny bubbles on it).
One of the wings is chipped on the brim inside where the magnet is placed.
And you can see the cap through the wig.
All small things which can't be seen or can be worked over but still I'm used to a better quality especially for such a price.

Did the item look like the sales pictures?
Yes.

Were you satisfied with the product?
Yes and no.
I didn't expect to get such a quality from Soom because in comparison my Amber & Uyoo are absolut perfect.

If you weren't satisfied, how did the company solve your problem?
I didn't contact Soom because the 'problems' are minor and can be corrected or aren't visible on the outside.

Would you order from this company again?
I'm not sure at the moment... I tend to no.
I understand that the Soom is very popular company with many fans which can put a strain on the quality with so many orders.
But if Soom lower the quantity of releasing so many 'limited' dolls so they are able to pay more attention to the quality and I see a doll which I like I'll order again from them.

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

 

What did you order?
Soom MD Little Gem Shale with OE FaceUp + Outfit + Wig + Eyes+ Extra stuffs (wig, 5 teenie gem pans)

When did you order?
24th May 2011 on layaway [paid off on 6th July 2011]

How was the communication?
Very good.

How easy was it to pay?
I use my credit card and everything is so easy except you have to use Explorer not Firefox when paid.

How long did it take to ship?
He was shipped on the 1st September 2011.

Was the quality appropriate for the price, in your opinion?
Good: Not quite sure what to say. He has a beautiful face sculpt and body. His outfit is very detail and perfect. So well done Soom ^___^

Bad: I am not very impress with his face up. When you looks closely at his face up, you can tell it is very rashly done. Inside the OE head and especially the romantic head, the place where the S-hook go in is very badly done. The hook can't go inside the romantic head at all. The head cap doesn't close properly and show a big gap.His wig is even in worse condition or maybe I am not used to see a wig cap show through the hair.
All small things which can't be seen or can be worked over but still I'm used to a better quality especially for such a price.

Here is a link to the box opening which you can have a better idea about the quality http://www.denofangels.com/forums/showthread.php?470980-My-half-god-and-half-demon-Shale-Soom-______
Please Soom, take a better care of quality control before sending your doll out

Did the item look like the sales pictures?
Yes but not what I was expected.

Were you satisfied with the product?
Yes and no.
I am satisfied with face, body sculpt, horn, wings, hooves and outfit.
I am not satisfied with face up, wigs, inside the head and the gap of the head cap

If you weren't satisfied,how did the company solve your problem?
I didn't contact Soom because I am an easy going customer ^___^. If I don't like a face up then I can just ask someone to redo it. Wig can also be order from somewhere else. Most of this can be fix so no bother to complaints.
Normally I don't complain to company unless the part is broken and needs to be replace.

Would you order from this company again?
Well I did already T___T. I ordered Nor and Obsidius before my Shale arrived. So I am kind of worry that my future dolls will come home with some problems either this or that.
I know that Soom is a big and popular company that have a lot of order every months. This may cause problem on their quality control to finish a large amount of dolls every month.

But if I am to expecting to receive doll with minor problems like this all the times then I will restrain myself to order any more doll from Soom. For the high price of doll, I don't want to do any fixing myself. All I want to do is the doll arrive in perfect state and ready to play.

Would you buy this company's products second-hand?
No, I love to buy first hand.

 

What did you order?
Soom MD Lami - blank with seam sanding

When did you order?
14th April 2011

How was the communication?
Very good! I asked them to add to my order a couple of times, which they did very graciously. I also bugged them with miscellaneous questions about doll names and the like, to which they also responded kindly, and I once inquired about the approximate shipping time, the answer to which was very accurate and fast. ^^ I also had what I thought was a problem with my order, but more on that below.

How easy was it to pay?
Ran into a little bit of trouble using the credit card check-out system on Safari/Mac. However, it was very easy to cancel the unpaid order and simply check-out again with Paypal without a single glitch.

How long did it take to ship?
Paid in full in the middle of April, shipped on July 11th; almost 3 months, or 60-ish business days.

Was the quality appropriate for the price, in your opinion?
Yep! Beautiful, detailed, poses like a dream. The seam sanding was flawless, you'd think the doll never had any seams to begin with!

Did the item look like the sales pictures?
Yep (well, minus the face-up, but I didn't want it anyways)! ^^

Were you satisfied with the product?
Yes. For the most part. There were what I thought to be two problems - one, on the human head, one of the eyewells above the eyelid seemed to be really thin. Two, the hole for the S-hook in the surprise head was kind of crude and had a bit of flash in it.

If you weren't satisfied, how did the company solve your problem?
I immediately messaged Soom about the eyelid issue - about the 18th of July. Victoria, who answers Soom's QnA, was on holidays at the time, so she told me that the issue would have to wait until she was back. At the beginning of August I messaged her again, and she e-mailed me asking for more detailed pictures of the problem. I took them and sent them right away, and she got back to me the very next day, asking me to ship the head back for a replacement. As it turned out, I was a spoon, and there actually wasn't a problem with the head at all. However, Soom handled this exceptionally kindly - they offered me a resin-matched replacement anyways, and still refunded the full $65 cost in shipping it took to send it back to them. The replacement was mailed out to me within two weeks, and it was flawless. They also threw in a nice free gift (a wig) and an apology card.

I didn't bother to ask about the flash in the S-hook slot because it can be easily sanded out.

Would you order from this company again?
Yes. I received both an excellent product and exceptional customer service. However, I am still slightly hesitant to order, mostly due to the seemingly hectic pace that Soom releases dolls, and the definite observable slip in quality because of this. This is not enough to dissuade me from ordering a doll I really want from them, but it will still make me think twice.

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

 

What did you order?
Soom MD Little Gem Shale with OE FaceUp + Seam sanding

When did you order?
May 18th

How was the communication?
Very good, i had to change the shipping address and they responded and changed it quickly.

How easy was it to pay?
Easy with paypal. I did have issues paying with my first browser though and Soom suggested i try IE and it worked.

How long did it take to ship?
He was shipped on the August 25th and arrived on the 31st.

Was the quality appropriate for the price, in your opinion?
Yes and no. Overall he is a very beautiful doll, but like others the S-hook opening seems a bit sloppy compared to my other doll. While i don't mind it too much i expected better for his price.

Did the item look like the sales pictures?
Yes.

Were you satisfied with the product?
Overall yes.

If you weren't satisfied, how did the company solve your problem?
I didn't contact them over the S-hook opening, it's very minor so i don't mind.

Would you order from this company again?
Most likely yes.

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

 

What did you order?
Soom Shale, blank.

When did you order?
May 23rd, 2011.

How was the communication?
I didn't need to contact them, so the only communication were the automatic e-mails.

How easy was it to pay?
Easy per PayPal.

How long did it take to ship?
I received the shipping notice early in August, but because he had to go through customs, I was able to get him up on the 15th.

Was the quality appropriate for the price, in your opinion?
Yes. I had no problems with the product other than the fact that the S-hook curve was just a little bit bigger in diameter than the neck opening, but that was easily fixed with the help of pliers. The doll itself is perfect.

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?
N/A

Would you order from this company again?
Yes. Have already.

Would you buy this company's products second-hand?
Yes, and I have done so previously already.

 

* What did you order? SOOM Idealian London
* When did you order? June 6, 2011
* How was the communication? Wonderful, though I didn't need much ^.^
* How easy was it to pay? Very! Paypal!
* How long did it take to ship? Delivery notice September 8, 2011.
* Was the quality appropriate for the price, in your opinion? Well...not really, in my opinion. Don't get me wrong, I LOVE MY DOLL, but, I feel like I've paid less money for better quality dolls ^^;
* Did the item look like the sales pictures? Oh no. He looks SO much better in person. The sales pictures do him no justice at all!
* Were you satisfied with the product? YES! But as I said, I was a little disappointed in the quality for the price. But I absolutely love him! ​

 

What did you order?
SO Aloa human with human ears.

When did you order?
June 23, 2011, PIF.

How was the communication?
Fine, I didn't try to contact them outside of the automated emails.

How easy was it to pay?
Very easy via paypal.

How long did it take to ship?
3 months.

Was the quality appropriate for the price, in your opinion?
I'd like to say yes, but I think the quality is lower compared to my MD Yrie. Aloa's resin is thin around his eye wells and head cap and wrists and ankles. That seemed like a common problem from what I read in the waiting room. There was also what looks like superglue drip on the inside of his headcap, and the sanding on his forehead area is uneven and the rear magnet can be seen through the resin. My Aloa weighs half an ounce less than my Yrie with human parts. Maybe I'm being nitpicky, but I feel like I have to treat him more delicately than Yrie.

Did the item look like the sales pictures?
Yes, except I ordered him blank.

Were you satisfied with the product?
Not completely. He's very cute and was able to stand right out of the box, but I can't help comparing him to my MD Yrie. Aloa seems to be made with less resin and is faintly translucent compared to the old CW.

If you weren't satisfied, how did the company solve your problem?
My issues are either minor or not considered defects, so I won't be contacting Soom about them.

Would you order from this company again?
Hesitantly. Hopefully their quality control gets better.

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

 

* What did you order? Special Order Galena Sweet Witch without faceup and eyes.
* When did you order? 07-03-2011
* How was the communication? Great, leaving a question on the Q&A section is easy and Soom replies within a few days.
* How easy was it to pay? I had her on layaway and for some reason I couldnt pay through the order page, it wouldn't work. So the first three payments were sent via paypal and the last payment was easy and worked on the order page.
* How long did it take to ship? Very soon after my last payment, maybe like 2 weeks? They told me she would ship early November but she came early
* Was the quality appropriate for the price, in your opinion? Oh yes, she was a special order, so nothing crazy expensive. Her elbows are a bit weird tho, I am not a fan of her body without clothes -_-;;
* Did the item look like the sales pictures? Well yeah except my Galena is blank.
* Were you satisfied with the product? Very. I just wish she was strung better out of the box.
* Would you order from this company again? Mmm clothes yes, but I don't think I need another soom girl (I say now).
* Would you buy this company's products second hand? I'd assume so.

 

What did you order?
Little Gem Shale with faceup (both heads) + eyes + wig

When did you order?
May 15th, 2011

How was the communication?
Never ask something to them.

How easy was it to pay?
Easy (paypal)

How long did it take to ship?
Around 3 months.

Was the quality appropriate for the price, in your opinion?
It's kinda pricey but still reasonable.

Did the item look like the sales pictures?
His sculpt, yes.
His faceup, not really. He is much brighter in real. Actually I chose him because he looked more natural than Adamelli in web pics. So, I'm a bit shocked when he was arrived.
Soom miss to blush one of his R.head ears too. >.>
His eyes color is really different under sunlight. But it will show up like web pics under some circumtances. ^^;;

Were you satisfied with the product?
He has S-hook problem with his R.head (the hole is too small). His wig cap show much.
But beside that, my Shale is just lovely.

If you weren't satisfied, how did the company solve your problem?
Never complain to them. My problems are really minor things. I just hope they read this thread and improve their quality check~ ^^

Would you order from this company again?
I will, when they release sculpts that I couldn't resist. XD

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

 

Positive

What did you order? Soom Idealian River, with his coronation set and a few extras.

When did you order? September 8th

How was the communication? Perfect.

How easy was it to pay? Paypal, no problem

How long did it take to ship? Received on the 28th of November.

Was the quality appropriate for the price, in your opinion? Yes!

Did the item look like the sales pictures? Yep!

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? Already done so twice!

Would you buy this company's products second-hand? I have once, and will probably do so again.

 

What did you order?
Faery Legend Auber in gray skin and Faery Legend Auber in white skin. Both blank.

When did you order?
April 28th 2011 for the gray skin, I ordered the white skin boy 10 days later. Both were layaways.

How was the communication?
It was great! All my questions and concerns were answered promptly. They merged my orders without fuss and acknowledged all of my payments on the Q&A.

How easy was it to pay?
It was a bit of a hassle. Firefox had issues switching back and forth between Paypal and the Soom website and it usually took a couple of tries to get it to go through.

How long did it take to ship?
I paid off both layaways 2 months early and the dolls shipped in the first couple days of September.

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?
The gray skin boy arrived with a broken ear tip but aside from that I am very pleased with my dolls.

If you weren't satisfied, how did the company solve your problem?
Soom shipped a new head immediately along with a gift and let me keep the damaged head. The replacement showed up exactly 1 week after the arrival of the original dolls, very fast shipping.

Would you order from this company again?
Yep.

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

 

Positive!

What did you order? Soom NS Sard

When did you order? Oct 24th 2010

How was the communication? N/A - Didn't communicate with them. I just paid them and away we went!

How easy was it to pay? Soom's pretty straightforward

How long did it take to ship? Received on the 29th December

Was the quality appropriate for the price, in your opinion? Yep!

Did the item look like the sales pictures? Yep!

Were you satisfied with the product? He's gorgeous

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

Would you order from this company again? Done so a few times now They're great

Would you buy this company's products second-hand? Yes! Have done so for a few of my dolls now.

 

What did you order?
Post MD bronze Sard and bronze Heliard (Heliot / Sard), two pairs of eyes (babyblueeclipse, nileblueeclipse)

When did you order?
October 22nd 2011

How was the communication?
Good.

How easy was it to pay?
Not very, at first. I almost always pay with a credit card, and for whatever reason it wasn't going through on my computer even when trying multiple browsers (Mac with Firefox, Chrome, Safari, Opera). I had to use my mom's laptop to get it to work (PC with IE).

How long did it take to ship?
Around 2 months, they got here on Dec. 30th

Was the quality appropriate for the price, in your opinion?
&#8211;The bronze color's gorgeous, and there's no noticeable marbling.
&#8211;The eyes are lovely in my opinion.
&#8211;There were a few oddly shiny spots on them that I'm not overly concerned with because they're easily covered and not very noticeable.
&#8211;The resin around their wrists seems a little thinner compared to my Chrom (I could be just imagining this though).
&#8211;My Heliard's headcap sits a little weird but can be popped into place without much effort.
&#8211;There was a small chip in my Heliard's wrist.
&#8211;The s-hooks they sent have very sharp / rough edges that can scratch the resin (meaning I'll probably have to sand them down some).

Did the item look like the sales pictures?
We weren't directly given samples of how the bronze would look, but I had an idea from owner pics of other releases. Dunno if I can really say how much the dolls look like their original sales pictures either because I've already seen owner pictures / knew what to expect.

Were you satisfied with the product?
Very much so, overall

If you weren't satisfied, how did the company solve your problem?
Victoria said they'll be sending me a replacement part soon, and the other things were really minor so I didn't bother to bring them up.
[ edit ] the part was sent two weeks after Victoria's response (:

Would you order from this company again?
Yes, and this had been my third time.
I love Soom for its sculpts and eyes.

 

I ordered already 3 dolls from Soom!!
Imda Gian,Petite Modigli and another Petite Modigli,because she is so cute!
Payment was easy,and Gian was shipped after 2 months,also the first Petite Modigli.The second was shipped after only 2 weeks!!
The faceups are adorable,and Soom's service is great!
I am sure to order again from Soom!

 

Aww so glad I found this thread

1st:

What did you order?
Soom MD Shale

When did you order?
24th May 2011

How was the communication?
Didn't communicate much, since I knew how their system works, and always paid on time

How easy was it to pay?
Wasn't that easy, since at that time there was some problem with soom's paypal. I did pay via paypal but I had to do it manually. :c

How long did it take to ship?
3 months since layaway. When they shipped it via EMS it took about 5 days. I was so glad I could check where he was through the internet

Was the quality appropriate for the price, in your opinion?
Yes, the quality was very nice.

Did the item look like the sales pictures?
Yes.

Were you satisfied with the product?
I absolutely was! Well, there were some issues with the hooves since it was made of transparent resin and it had bubbles in it but I didn't care about it much since it'll be painted into golden anyway ^-^

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

Would you order from this company again?
Yes, definitely! (2 boys are already on layaway with them )

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

2nd:

What did you order?
Soom MD Obsidius

When did you order?
21th August 2011

How was the communication?
Didn't communicate much, since I knew how their system works, and always paid on time

How easy was it to pay?
Via soom's paypal system (got fixed till then )

How long did it take to ship?
4 months since layaway. When they shipped it via EMS it took about 5 days. I was so glad I could check where he was through the internet

Was the quality appropriate for the price, in your opinion?
Yes, the quality was very nice.

Did the item look like the sales pictures?
Yes.

Were you satisfied with the product?
Yup, though I didn't know he would be this.. pink-ish xD but I like this colour, looks more natural to me than my other doll's skin

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

Would you order from this company again?
Yes, definitely! (2 boys are already on layaway with them )

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

Sorry this got a bit long, and there will be 2 more in the future since Sard and Dia are on layaway right now. I really hope I won't be disappointed with them either love you soom!

 

What did you order?
Soom Post MD Free Choice Event Chalco head and body in bronze, blank with no extras

When did you order?
October 22nd 2011

How was the communication?
The order and payment confirmations, as well as the shipping notice all arrived in good time. I didn't have to contact them otherwise.

How easy was it to pay?
Easy - I paid by PayPal on layaway.

How long did it take to ship?
I paid off the layaway on December 29th, and received a shipping notice on January 6th. I was very surprised by how quickly they shipped it. My previous order took nearly two months to ship after I finished the layaway.

Was the quality appropriate for the price, in your opinion?
At the time of ordering I felt the price difference between normal and bronze was too high, and that the dolls were expensive considering their lack of human parts and I still feel that way, but I have no complaints about their quality. Seam lines and sanding were minimal, no broken parts. The bronze is a rich, consistent tone and the hoof, horn and skull parts were cast in dark brown and white resin.

Did the item look like the sales pictures?
There weren't any sales pictures for the free choice event, but the bronze skin looks consistent with their photos of other bronze dolls, and the sculpt looks the same as the original Chalco sales photos.

Were you satisfied with the product?
Yes, definitely.

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

Would you order from this company again?
Yes I would, and I almost certainly will at some point in the future.

Would you buy this company's products second-hand?
I have done before, and would certainly do so again.

 

What did you order?
Free Choice NS Sard w/ face up
When did you order?
October 18, 2011
How was the communication?
Great. Not much communication was needed, but Victoria was very prompt and helpful when I had a question about my order.
How easy was it to pay?
Very easy with Paypal. I had him on layaway and everything was pretty self-explanatory.
How long did it take to ship?
A little over two months. He was shipped on December 28
Was the quality appropriate for the price, in your opinion?
Yes. I am very happy with his resin, face up and overall finish. Nothing to complain about and worth every penny.
Did the item look like the sales pictures?
Well, yeah. The original Sard came in white skin and with a different color palette for the face up, but since there was a small release of NS Sards before, I had a pretty good idea what to expect and was not disappointed.
Were you satisfied with the product?
Yes, very much so.
If you weren't satisfied, how did the company solve your problem?
N/A
Would you order from this company again?
Yes, definitely.
Would you buy this company's products second-hand?
Yes, I've done so before and surely would again in the future

 

What did you order?
Super Gem Dia X-mas kit
When did you order?
Nov. 28, 2011
How was the communication?
Fantastic. Victoria answered all of my question promptly and professionally.
How easy was it to pay?
Super easy with paypal.
How long did it take to ship?
5 business days, 7 including the weekend. Layway paid off Jan 4th. Shipped Jan 11th.
Was the quality appropriate for the price, in your opinion?
I am very happy with my girl!
Did the item look like the sales pictures?
Actually, much better than I expected in real life.
Were you satisfied with the product?
Absolutely.
If you weren't satisfied, how did the company solve your problem?
N/A
Would you order from this company again?
Of course. They need to make a 62cm dolls though!
Would you buy this company's products second-hand?
Yes. There are a few MDs out there I'd love to get my hands on but couldn't afford when the free choice events happened recently.
​

 

What did you order?
a) Soom Chrom
b) Soom Alk, Jointed hands for Chrom

When did you order?
a) June 21, 2011
b) August 24, 2011

How was the communication?
Prompt. They usually replied within 24 hours. And Victoria was very friendly, patient and accomodating with my endless questions and requests.

How easy was it to pay?
Paid by layaway and it was a breeze!

How long did it take to ship?
a) Ordered late June, paid off early August, arrived end October
b) Ordered late August, paid off early October, arrived end November

Was the quality appropriate for the price, in your opinion?
a) Yes.
b) Yes.

Did the item look like the sales pictures?
a) I ordered him blank.
b) I ordered him with faceup and he look just like the sale pictures. His resin was a bit pinker than expected but I'm cool with it!

Were you satisfied with the product?
Yes to both of them!

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

Would you order from this company again?
Definitely!

Would you buy this company's products second-hand?
I would prefer to buy directly from them again but I'd buy it second hand if I had to.