Souldoll Waiting Room V10

Yikes… well I’m gonna keep waiting, if it means anything I didn’t pay in full yet so I could be low on the priority list? But I did choose to pay upon shipment the rest of the cost through Denver doll so I’m not sure if that’s relevant?

 

I'm not sure about DDE but bjdivas told me that they're paying the full amount on my behalf upfront (and I'm just paying them according to what was agreed upon when ordering the doll, e.g. layaway). I could imagine that DDE is also doing it like this but I'm not sure. Either way I don't think that this will make much difference in the current state that Souldoll is in, unfortunately

 

Oh ok

 

Not sure if this helps, but I believe my sister paid in full for her Ricia that she got during their summer event last year, and she received hers in like six months. I got my Liam on layaway (paid off months ago) but they told me they'd start production on him immediately since they were discontinuing the Vito line. But it's been 6 months and 2 weeks and I've not heard anything. Both my sister and I ordered directly from Souldoll btw.

 

Update - trying to help people figure out the new timeline Souldoll is on - Per Souldoll (via email communication) they will be shipping my order tomorrow (7/10/24). I sent them an email letting them know I have moved and sent the new address to send my order when it was ready. I asked them to please confirm they received the message - and they responded they have the new address on file, and that my order will go out. If it does go out... it will go out 5 days shy of my original order day which is 7/15/23. So I may avoid the 1 year wait mark, but not by much. I will let you all know if the shipment does in fact go out. This is a Souldoll Vito Aspyn in the lavendar blue to help anyone else waiting on order know what dolls/resin colors are being shipped out.

Feeling a bit relieved and still excited for the doll... but just hoping they can pull themselves out of this dreadful slump that they're in. Here's to hoping more of you get good news soon!

 

@Dybbuk Thanks for the update! I hope your order ships when they said! A year is still a long time though, wow. Here's hoping things speed up for them over there.

 

@puppymush : Thank you so much! I am hoping the same. I just got a shipping email from Souldoll that I need to pay the discount shipping fee (which I sent) and then she will go out. So they did honor their word this time and email me back. Excited to finally get my lovely Aspyn!

 

Big news, Souldoll emailed yesterday saying my order is ready to ship and they wanted to confirm the address!! (I had requested they confirm it since there was a slim possibility I might move in the spring). Hopefully that means they'll get my boy shipped out soon!! My dream was that he'd arrive in time for my birthday later this month. Well, he probably won't quite make it in time, but it's close enough for me!

 

Congrats @puppymush !!! So glad to hear more dolls are delivering! My Aspyn arrived earlier this week. She's very gorgeous but needs a faceup~ Now just finishing my wait on my Zenith Nolan boy... guessing it might not be till the end of the year for him.

 

@Dybbuk Thanks!! I'm so happy to hear your girl arrived safe and sound!! I'm now waiting (im)patiently everyday to hear my boy has shipped I hope your Nolan doesn't take too long and you get him soon!

 

@puppymush : I hope you get good news soon! Can't wait to see your new Liam

 

@Dybbuk Thanks!! Still no word yet, but I'm hopeful I'll hear something soon. In the meantime my Souldoll girl (whose story is very intertwined with my Liam) keeps giving me dirty looks. She heard he was ready to ship and expected him immediately. Looks like I'll have to put up with her wrath a little bit longer, sigh.

Anybody else getting news of their orders lately?

 

My order is from the Angel Persephone event. No make up, no outfit. Blank doll, wig, event head, and 4 pair of eyes. It's been a month+ some since my previous attempt to email and to post an inquiry on SoulDoll's Q&A board. They still have never responded to my email, nor replied to my Q&A board post. So I've sent another email today - not in a chain - so hopefully they see it.

I feel incredibly cursed with doll orders these last few years, despite the fact that most have gone well - there are some notable ones that seemed to be doing fine right up until the time when I placed and order and then there were just complications. So maybe it is my fault everyone's stuff is delayed?

 

Well, it's now getting close to a month since Souldoll emailed saying my order was ready to ship, and I never heard back after my follow up email or anything... I wonder if I should email again? Or just wait? I don't want to harass them, but I'm getting a bit worried

 

@puppymush : I definitely would reach out! I know when I did the 2nd time after my 2nd promised shipment they answered back and sent something within the next few days. Not a guarantee but what does it hurt at this point? Especially since they indicated it was close to done...

 

I had emailed them directly about a limited doll to see if they had any in stock (it was a Linzy) because I know layaways get cancelled sometimes and they emailed me back and said they would just make me one? Which now surprises me because it seems like they are having issues getting dolls out in a timely manner you'd assume they were swamped and wouldn't have time to make a random limited time doll in a special color.

 

@Dybbuk So I had decided to take your advice and go ahead and email them, but then I kept getting busy with life stuff and it slipped my mind constantly, lol! Considering doing it today though. Like you said, what can it hurt?

@nocturneofsilence Soo I think this is what my sister did and they made her a Ricia. If I remember correctly it took them six months to ship her order, so it kind of sounds like they were already swamped even back then. I had wondered if they agreed to a custom order like that because they were desperate for orders or something, but I guess that's not the case lol. So I'm somewhat perplexed about the whole thing. I wonder what's going on with their company

 

I have posted my second post on their site asking for an updated timeline. I have previously sent 2 emails that have gone unanswered and 1 post on their site that also went unanswered. Fingers crossed they'll say something. At this juncture, I just want to be able to sent my mental expectations appropriately.

 

I also finally sent another email, it's been a day or two and no reply yet. Hopefully I hear something soon. I'm okay if they tell me it'll be several months more, at this point I just want to hear something from them...

 

@puppymush : I'm glad you reached out again...I just noticed on the Q&A board that the last post they responded to was my post in mid July... I'm assuming most people are resorting to emailing them - but looks like those too are going unanswered. Such a sad turn of events... I was hoping that by this point in time they'd be getting back on their feet and start slowly catching up -- I know that their artist was sick, but I'm getting a feeling it's actually something more that's going on with them.

I haven't reached out regarding my final order I placed with them for my Zenith Nolan and Kai head -- I figured after getting my Aspyn to settle in for a year long wait for them too, but I'll be frank I'm definitely worried. I've always had a lot of faith with Souldoll - but it's the prolonged silence and not responding that's finally got me a bit skeptical... really hope they'll get back on the ball...

 

Just to give a short update: it's been 14 months and I'm still waiting (promised shipping date of "at the End of August" has passed without another word from them).

A friend of mine contacted DDE a few weeks ago because she wasn't able to place an order for Souldoll with them. They basically told her that they won't be taking orders atm, because Souldoll still hasn't fullfilled a lot of the existing ones and the backlog is big, apparently. Which didn't surprise me at all. At this point I wonder why Souldoll themselves are still taking orders.

 

@Dybbuk I also wonder if something more is up. Considering they closed makeup orders so long ago, and also the fact that I ordered a doll without a faceup, it just doesn't make sense to me that their artist being sick would delay orders like mine so much...

I've always had faith in Souldoll too, it honestly never occurred to me that anything like this would happen. They've always been trustworthy and even the way they handled replacing my doll that turned green was very professional and swift. So this all took me by surprise.

@Hannya I've also been wondering for quite some time why they don't just stop taking orders. Seems like something they maybe should have done last December when things were already pretty backlogged.

Anyways thanks for the updates guys, my own update isn't good. I still haven't heard any response to my (third?) email and I'm starting to feel a vague fear of never getting my order simply because of the total lack of communication. I just think it's so strange that they reached out to me first saying it was ready to ship, and now nothing...

 

@puppymush : I totally agree... I was feeling that same way about my Aspyn because I ordered her without a faceup and she still took the full calendar year to deliver. I don't want to speculate too much -- I don't know what's going on, but I know it's not just "the faceup artist is ill". I think it may have started that way and it's potentially snowballed -- maybe the artist has decided not to return, and maybe that person was doing a lot more than painting dolls. I can't imagine Soul Doll is this huge company with tons of staff, so that could have led to production coming to a complete halt. I'm going to reach out to them via their Message board and IG. I know people are still sending emails which is good, but we gotta stay on them so they feel the pressure to provide some sort of update/message.

I really don't want this company to go down the path of Dollshe (GOD FORBID) -- but if stuff is going sideways, their fanbase would feel a lot better with transparency than complete and utter silence. If you can't make good on your initial promise, I'd rather hear "Sorry, we can't complete it by the date we originally said" instead of absolutely nothing at all.

*EDIT: I just posted publicly on their Q&A board and direct to their IG account... I don't know if it's enough for them to start responding - but it's worth a shot... Hoping for the best.

 

Yep, my thoughts exactly. The wait time doesn't bother me a fraction as much as the silence. I'll feel a lot more at ease when they start responding again. Here's hoping they send you a reply soon!

Edit: Forgot to mention I'm debating when to send another email... I might go ahead and reach out periodically until I hear back. Like I said before I don't want to harass them but I don't know what else to do.

 

Hey everyone, I just hopped on because I was curious about something. Can anybody help me pinpoint when was the last time Souldoll was in contact with anyone, be it via email or some other mode of communication? I know the last reply on their q&a page was in July, but has anyone received any emails or anything from them since then? (I haven't). I'm sorry if this has been mentioned before, I just realized I didn't have this clear in my mind and wanted to have an accurate picture of the timeline here...

 

Message sent: July 12th
Answer received: August 5th

Since then I've heard nothing.

 

I ordered a kids girl body from them 5 months ago now and haven't sent any inquiries about it because of everyone else's attempts going unanswered. I wonder if I should try too. I'm not in a rush but would definitely like all of us waiting to have some update of some sort. I really hope everything is okay over there...

 

I think it's worth reaching out to them, if you want to. Maybe if they hear from enough of us they'll give us some kind of update? I'm also really hoping things are okay with them... maybe I said this before but I've never heard of anything like this happening in all the years they've been in business, which makes it more worrisome to me.

 

Looking at their Q&A board, they haven't even looked at posts in at least 2 weeks. (Mine from 9/1 maintains 0 views.)

 

So just poking in to see if anyone has received a response. I got nothing...nothing from my Q&A, nothing from my email, nothing from my Instagram message.

However, I just looked on the site today and I noticed they finally took down the head order sales page off the front page for the discontinued Zeniths/Vitos (although it's still found in their parts section)... So someone is still accessing their page, but still no replies. Never thought I'd be in a position like this with Souldoll.... not sure if I should even look into a partial refund for some of my layaway payments (a few are past the 6 month mark though).... or if I should hold onto some faith they'll make good on all the orders...

 

I heard from them on 8/12. They were offering to make a Linzy for me even though her order period was closed because i had inquired about her.
***Edit***
I replied to the Linzy email and acted like I didn’t see it and asked how do I buy her and they did reply. So they are responding to people… but I guess only to make sales

 

@nocturneofsilence : Thanks for that update and info...a slight relief to know someone is still around -- but still no responses to emails about current outstanding orders. I sent them another email yesterday afternoon again pleading for some type of response, still nothing in my inbox.

Well... that's not good. If they're replying immediately to make a 'sale' that makes me think they're in need of money...I'm pretty close to claiming a refund for my partial payments for my December order... I'd hate to lose some of my money, but I'm getting super nervous I'll lose it all, and still end up with no doll...

 

Thanks for the updates, guys. I've still heard nothing and the fact that they're only replying to make sales is worrisome. Surely if they want to uphold their reputation, they should realize transparency is key, right?

I think it's totally fair to feel nervous at this point. I'm pretty nervous myself, that's hundreds of dollars and nothing to show for it, but I'm just not sure what to do... getting my Liam was definitely my biggest hobby goal/dream and I can't imagine not getting him at this point. I mean, the doll is probably complete somewhere, or else they wouldn't have emailed saying he was ready to ship? I don't know.

Anyway, I guess I'm rambling at this point, I'm just really torn about what to do. I definitely never saw this coming. At this point I wonder if DoA needs to post an official warning for anyone thinking about ordering, so more people don't end up in this mess.

 

Since they are only replying to sales it's making me think there's a cashflow issue. I'm not going to speculate because it could be a number of things... but I'd say there should be a warning for people to stop buying. I've seen this before several times in the past 15 years of collecting and it doesn't end great. I'd also recommend getting refunds if you are still able to. Most of you have had good faith for a long period of time and it has to run out at some point, and I'd hate to see it run out AFTER paypal won't help you. I've also seen mass refunds create response from the company- for better or for worse.

 

So I looked on PayPal, I can only file a dispute for 2 out of my 6 payments.... but I will hopefully try and state my case that all of the payments were for a single purchase. I sent another email to Souldoll stating I intend to do this if they don't respond to my emails... hearing they replied instantly to @nocturneofsilence to make a sale solidified that they're in some type of business trouble and unless some miracle comes about I'm not holding my breath on the doll. Which sucks because I love the doll and I love this company... but I've seen too many businesses fold like this financially and I'm not willing to risk it. What a total bummer....

EDITED TO ADD:
I sent an email to Souldoll telling them my intention to start a claim if the silence persisted and I got a reply just now:

Hello?
The person in charge got corona in early September, but she got complications, so it is late to check.
We are so sorry.
We will contact you again after checking your order.
Thank you.

I'm still very skeptical at the moment... debating on starting the claim... *sigh*

 

So what they're saying is, that they couldn't respond because of the person in charge having Corona since early September...? I mean, I'm sorry for them and I hope that they'll recover soon, especially because it seems like they're dealing with complications.

But at the same time I don't think that this is an excuse for not answering messages for months. They got sick in September but most of the unanswered messages were from months prior, weren't they?

And for whatever reason, despite the person in charge being sick, they're still able to answer sales-messages? I mean, if that's the only kind of messages that they are allowed/able to answer then at least put up a notice on the website and/or IG?

Speaking of sales, I agree that it seems like they're having issues with cashflow. Maybe because more people started claims and demanded refunds (I wouldn't blame them) or because people are (rightfully so) hesistant to buy from them and sales are dropping. It would also explain why they suddendly put up POs for new outfits. Probably to get more funds in.

I have two open orders with them (one from July 2023 and one from January 2024) and at this point I highly doubt that I'll ever receive them.

 

@Dybbuk I'm conflicted... I'm glad you at least got some response, but I guess we'll really only know if they're going to follow through once your order physically arrives. I think we're all pretty skeptical at this point, and rightly so!

Edit: I meant to mention I've got an email typed up that I'm planning to send today. I think I'll be obligated to mention possibly making a claim with paypal since that seems to be the only way they're taking this seriously

 

Update: Okay guys, just received some new information. Apparently Souldoll did in fact mail my doll, but did not notify me. At all. And FedEx did not get the package to me. Wow. So for these weeks while I've been emailing Souldoll, asking for some info and not hearing anything back, I guess they've been thinking I've had my order. The tracking says it was delivered, it was not.

If Souldoll had communicated properly when they shipped it, I could have been on this weeks ago, so I am very upset with Souldoll about this as well as with FedEx. My sister and I have communications going with both Souldoll and FedEx and I'm determined they're going to make this right, this is just ridiculous. To be honest I don't want a refund, I just want my freaking doll. I cannot believe this happened.

Sorry that this is really not eloquent, I'm very much in shock about this whole thing and just now finding this out.

 

@puppymush : Oh my gosh... my heart sank reading that. I'm SO sorry puppymush. That is inexcusable of Souldoll to not inform you of mailing the doll. It left you no way for you to track it or find out what happened on it's anticipated date of arrival. And the fact that you've been emailing them questioning where the item was, it should have triggered for them that something went wrong with the delivery... Just a huge preventable mess!!! I really hope that you find him... but if not, Souldoll needs to rectify the issue for you.

My patience wears thin... after reading what Hannya wrote it's providing me some clarity that no doll is worth this aggravation and potential loss. I'm going to file my claim with Paypal and hopefully recover some of payments. I truly hope that the person running the show at Souldoll gets well and recovers. I imagine it hasn't been easy dealing with medical emergencies with all this work in the background -- but the fact that the only time an inquiry was responded to was to make a sale leaves a bad taste in my mouth.

 

Yes, yes, exactly! Agree with everything you said. Thank you for the kind words as well

I hope everything goes well with your claims. Them replying only to sales inquiries left a really bad taste in my mouth as well, and that combined with this whole shipping debacle has convinced me to never, ever order anything from Souldoll again for as long as I live. I don't care what happens, nothing could ever convince me to give them another cent. I was upset that my Ricia turned green (both of them) but the fact that they replaced her swiftly and without asking me to send back the original pacified me. But this latest stuff is just too much, I never want to go through this again.

I really hope things work out somehow for all of us.

 

Another update (and I apologize for the spam): I just took another look at the email Souldoll sent with the tracking and noticed something interesting. Going to post the screenshot inside a spoiler tag so it doesn't fill up the page lol.

Spoiler: Screenshot here

I have no idea why two days in a row there was a "delivery exception" due to the wrong address (the address was correct, my sister verified that with fedex), only to say it was eventually delivered. I am 99% sure that package never arrived in my apartment complex. I'm currently researching this right now and might even try contacting my local fedex place, if I can figure out which facility it was at. Mostly I'm just hoping this is some kind of clue that can help me find out what in the world happened.

 

@puppymush : That is so weird... I have no idea why so many failed attempts... but I will say I have had issues with FedEx before they are not the most reliable courier. If you have a tracking code they should hopefully be able to figure out which store it came out of and maybe if the package has been stored somewhere. Crossing my fingers you get some good news! Keep us posted.

 

No responses to my emails so far either, though my Q&A board message now has 3 reads on it but no response. At this point, if I could do a claim on my payment, I probably would - though I'd rather have the doll. Unfortunately for me, my payment was rendered in full in October 2023. Really feeling bummed out.

Crossing my fingers for you @puppymush !

 

@jennaelf - Feeling the same way, although I'm so sorry you have no recourse at all except to wait. I really wish Paypal would have some other avenues to explore when something exceeds the 6-month mark!

Per Paypal - the only payments I could file a claim on would be the last 2 payments I made since I'm still in the 180 day time frame - it doesn't matter to them that it's all for the same item, each transaction would need it's own claim. So I'm basically screwed there. So at this point, if I filed a claim on the 2 remaining payments I'd only be getting back $215.50 out of a $646.50 total payment. So I'd effectively be forfeiting ~$430 if I start my claim now.

So I feel no matter whichever path I go -- I still lose. Start claim now, lose more than half the money paid and lose the doll. If I wait and hold out hope they start moving orders again, I could lose all the money paid and the doll... I have until Oct. 1st to make a decision because that's the 180 day mark on my 2nd to last payment... *sigh*

 

Thank you guys so much for the support, keeping my fingers crossed for you as well!

@Dybbuk Really, really hoping Souldoll will just jump into action and get you your order immediately and save you even more heartache and potential loss over this. You're in a really unfortunate position, I'm so sorry about that.

My plan for now is to go to the Fedex Ground place in the location mentioned in the tracking. Unfortunately the tracking history is not very detailed but there's only one Fedex Ground place there, so my plan is to go in person and see if I can talk to a warm body, as there's no phone number for local places and I'd just get redirected to the main customer service number, and they can't help me. I just hope it's not too late, since the package was lost back in July.

If it is too late, then it will be up to Souldoll to make this right for me.

 

@puppymush : *hugs* I am hoping that he is just tucked away somewhere as an undeliverable and that you'll be able to get the help you need! I totally agree that speaking to a warm body goes way further than trying to talk to someone over the phone who is probably in a state hundreds of miles away from where all this went down. I really hope it ends well for you and you get your boy soon! If not, I'm fully behind you that Souldoll should make it right immediately and work on getting your order done ASAP. There's just no excuse -- especially since they didn't the simplest thing of informing you he was on his way. Crossing my fingers!

It does suck... but I'm also realizing that my order was one of the last ones made because shortly after I ordered my Nolan that's when they shut down shop and stopped all the Zenith and Vito lines... (with the exception of anyone who's order a basic Kid after that). I am thinking there are still tons of Angel Persephone's and other dolls from the lavender blue order still outstanding considering I didn't get my Aspyn just a few months ago. I'm going to think it over... if I forgo my paypal claims it is a potential loss, but if I start the claim now it's a certain loss and I'm just mulling over what's the best thing to do... If I could reclaim all my money I would have already started the process, but losing $430 is a hard trigger to pull.

We're all in a super bad spot. Which sucks.... Souldoll (besides Volks) is my favorite doll maker, but I don't think I can trust them again after this incident.

 

@Dybbuk Thank you! That is my dearest hope as well. If he's sitting in a warehouse somewhere and fedex will just hand him over, I'll let everything go and consider myself extremely lucky! Well, maybe it's too much to hope for, but I still hope for it.

I'd feel the exact same way, losing that much money would feel so horrible. The fact that they finally sent my Liam gives me a little hope for other people's orders, but the question is, how long should someone wait? Weeks, months? It's really a hard call. I was already struggling with that decision myself before I found out they'd actually shipped my order after all, lol. I'm wishing you luck in deciding what to do, as it really is a hard decision to make *hugs*

And I agree with the trust thing. They're the company that made my two most precious dolls, but after everything that's happened I don't think I could ever order from them with any peace of mind, and that makes me really sad.

The most frustrating thing right now is that I share a car with my sister and have to work around her work schedule, so I'm stuck twiddling my thumbs until I can get to the fedex place. Meanwhile Souldoll is waiting to hear from Fedex and I'm waiting to hear from Souldoll... so yeah, it's one big waiting game. I might be able to go over there on Friday, so fingers crossed.

 

@puppymush : I really hope you can get there Friday/as soon as you can... I know it feels time is of the essence! I would *think* that since Souldoll (assuming) hasn't received the package back, it's still in FedEx's hands somehow... I forgot to ask, did you ask your apartment complex to inspect their storage areas for your parcel? Once I had a doll package delivered, and I went to my apartment office and they told me they didn't have it when they checked their storage area. When I checked with USPS - they told me it was delivered at my apartment... but obviously I didn't have it, so I went back to my apartment office, and asked them to check again and specifically said it would be a long skinny box, and sure enough upon a re-check she found it. Sorry I might be grasping at straws here, but I just want to exhaust every possibility for you.

 

@Dybbuk No need to apologize, I really appreciate your help and support! I did think of that, the only thing is that in the past when something was delivered to the office, the manager always notified us. I think she actually chewed out the fedex guys to never do that, haha. One time, we even had some groceries delivered to an apartment in the wrong building and that person called the manager, who then let us know where to find our groceries. But... I'm still tempted to call her and just make sure. I'm pretty sure she would've called or even brought the package herself since she hates having packages there at the office (I think there's just one small closet where she can put them?), but it's better to be safe than sorry, right?

 

@puppymush : Totally makes sense! You are lucky to have a good manager like that. I would definitely reach out and let her know you're just wanting to keep extra eyes out of what might have happened to it. It's definitely worth one more check since it says "delivered" of all things... but at least that also helps you relay it to the FedEx people if they try to insist it was delivered, that you've already double checked with your office, and nothing was left at your door. It will be up to them to trace that item from that point forward.

 

I have also just now sent a semi stern email to them that I will also be filing a PayPal claim for my money back in the next few days if I don't hear back with some form of an update. Will keep posted.

 

A quick update, my sister went ahead and stopped by the Fedex Ground place on her way home from work. She managed to talk to someone and they even checked their undeliverable packages for us, but nothing turned up. The only information he could give is that supposedly someone signed for it, and the last name of that person seemed to be a flawed spelling of our property manager's name, along with an initial that's not correct at all.

We managed to catch our property manager and ask her about it, and long story short...no one actually signed for the package, and most likely they simply looked at a list of people who have signed for packages at this property in the past and picked one to write down. Basically, all the tracking information regarding my package is faked. Saying that the address was incorrect was almost certainly a lie (as my sister verified that Fedex had the correct address) and then they put down the name of a person who doesn't even exist who supposedly signed for it.

All that's left now is to file a claim with Fedex (which I couldn't figure out how to do or I would have yesterday) and see what comes of Souldoll's investigation with Fedex on their end. If neither of those bring results, I don't know what can be done besides Souldoll replacing the lost doll.

 

@puppymush I would probably go ahead and start a claim as the recipient just to get some kind of paperwork going with FedEx - I believe their claims window is 'no later than 60 days' after the shipment went out - and based on your screenshot, you are in the 55-58 day range right now. This is the page for starting a claim with them, with the first option having a link to do so as a recipient. (You can also find it by googling "FedEx file a claim" and it should be your top result, if you don't want to click on a hyperlink from a random person )

As a general update, I got a reply on their Q&A board that mirrors the response that Hannya got.

I want them all to be well... and for things to turn around for them and us. So, fingers crossed.

 

@puppymush : GUH! I'm so gutted for you. Was really hoping he would turn up... and the fact that there is a "fake" signature is just so frustrating... because WHY?! Why would anyone do that? I have no words... just hoping Souldoll gets their $h!t together to make this all right for you. I know how much you were wanting your Liam.

So it seems they have finally heard the grumblings and are at least reaching back out to everyone and touching base about the current situation. Although it's a relief to finally have a break from the silence, I'm still apprehensive in putting stock into the response until dolls start going out again. Which... if the person in charge of Souldoll who is ill is the primary person who does the casting and takes care of orders -- then I guess the dolls will have to wait until they recover.

I'm also wondering if they would even just consider casting the doll and no worry about assembly or even the polishing/sanding and send them out via "kits" to expedite the process. I know when I got my Jio they offered to send him that way to reduce shipping fees, but I imagine it was a lot less work for them too to assemble and package him a large box.

Crossing fingers for us all!!!

 

Oh no, I had no idea about this! The only reason we didn't do it yet is because the customer service person for fedex said that recipients can't file claims. Lol. Then I thought I found a way to do it, but the link was broken. Fedex's incompetence is never ending, it seems.

Actually, I just looked at the tracking, and the original date for shipment was July 18th. It left the facility on the 24th. So it might very well be too late for us to even file a claim. Amazing how all that lost time has made this situation one thousand times worse than it needed to be. If it really is too late to file... just wow.

This is what I want to know! I probably said it before but it's not like it was a computer or ps5, most people don't even know what BJDs are in order to think stealing one and selling it is a good idea. I can't understand the reason for them to simply not deliver it and then lie about it. It's so bizarre.

Anyways thanks for the updates and input guys, I really appreciate it. I'm relieved that Souldoll is finally reaching out but I fully understand feeling wary. Here's hoping things will turn out okay for their company and for us!

 

New update: Finally sat down to file a claim and got a pretty little message informing us that the package was sent through Fedex Smartpost. Meaning that the customer service person was actually correct after all, and the recipient cannot file a claim...for packages sent with Smartpost. Judging from some threads on reddit, Smartpost seems to be even worse about losing packages than regular Fedex.

So, the short version is, Souldoll picked the worst, cheapest shipping method possible and as a result, I cannot file a claim and it may well be the reason the package was lost, too. Right now I'm going to give Souldoll some time to see if their inquiry with Fedex turns up any results, but I'm going to have to decide how long to wait. I'm not going to wait months for them to search and then tell me they couldn't find the package. If I were to try to get my money back with Paypal I'd lose a lot of it, and like I said, I don't want a refund from Souldoll, either. To be honest they'd be much better served making me a replacement, as I know casting dolls costs far less than dishing out 420USD especially when they're obviously hurting for cash.

The thing is, I don't think they're going to want to make me a replacement, but if they can't find my package soon, that's what I'm going to request. And I'm going to have to make sure that they ship it via an actually reliable method, preferably that requires a real signature and photo proof of delivery.

Sorry for the long post and for more bad news. Seems like everything's turning up a dead end right now and it has me feeling pretty disheartened.

 

@puppymush : Just the biggest hugs... I can't fathom how frustrating this for you and I'm so disappointed in Souldoll for their part they played in this event unfolding. A simple email letting you know he was on his way would have at least given you some lead time in tracking your package. And I think they need to replace your doll asap AND ship a more reliable method than before.

Unfortunately from what you typed above FedEx will be no help. And to be frank they are the worst courier I've dealt with so I'm certain that Liam got lost because someone who works for them was careless and decided to "sign off" it was delivered so they didn't have to do the leg work to find you or your residence. It makes me very angry for you that all your waiting has resulted in this.

Please keep us updated and I really hope that Souldoll replaces your Liam for you.

 

@Dybbuk Thank you If things end up going the way I think they will, my plan is to be very honest and candid with Souldoll and just tell them I know remaking the doll would be more economical for them than issuing a refund, and that I do not want a refund and that's how badly I want the doll. I'm planning to ask them to ship him unstrung to save on costs and toying with the idea of even offering to pitch in some for a better shipping method. I do think they really messed up, but I don't want them to be out anything, I just want my doll.

Unfortunately I think you're right about Fedex. They've been really unreliable for us and in fact, for quite a while they had a habit of dumping packages (as in, everyone's packages, from the whole apartment building) by the mailboxes instead of being bothered to deliver them to people's doors. It was crazy. I can only imagine that their economy service is probably even worse. (They don't dump them by the mailboxes anymore, but now I'm thinking that wasn't as bad as not attempting delivery at all, lol.)

Also, a little something funny, I decided to look back at Souldoll's winter event announcement and see if they specified what the shipping method would be for the free shipping deal they had going (which is the deal I chose) and they didn't mention it anywhere. I then checked the comments on their Instagram post to see if anyone had perhaps asked about it, and nobody had, but I do believe I found your comment there, lol! Don't know how I never came across your account before but I gave it a follow

 

@puppymush : I think that's a good plan moving forward, and hope they get him made again quickly. I would agree it should be easier on them to get him remade and sent out than trying to issue a refund. I just hope person in charge recovers and gets better... Souldoll has been floundering quite badly since their primary person has been gone.

FedEx is awful! I've heard of them just leaving packages at the wrong doors, and my boyfriends Steam Deck was once stolen out of the package by a FedEx delivery person who then altered the delivery date online. They are an unreliable mess.... IF my dolls finally get to the point of completion I may tell Souldoll to upgrade my shipping and pay extra.

Bwaha!!!! I followed back. I also realized you're the owner of that super adorable Emma boy that I love...

 

@Dybbuk I hope they get better too... I didn't even realize their main person was gone because last I'd heard it was the faceup artist who was sick. In any case I really hope things turn around, especially before any more damage is done, for Souldoll's reputation and for their customers who are still waiting.

Wow, that's quite the Fedex horror story there, what a nightmare. I will absolutely never let Fedex deliver a doll of mine after this (especially not Smartpost/economy). Although to be honest, I was planning on Liam being my last doll for a very long time... Anyway, if Souldoll is willing to replace him, I'll have to do some research and try to find a more reliable company. I'm sure they all lose packages sometimes, but a company who's actually consistent and honest about proof of delivery would be an improvement at least.

Aw, thank you! People often remember Eunjae but I didn't know anyone remembered my Emma