I paid for a Dreamingdoll boy body on the 31st August, straight away with paypal from Crobidoll. They confirmed the payment a few days later and all seemed good. 8 weeks later, I asked them the status of my package as their page states it takes 7~21 days to ship and it had gone over the time frame. They simply told me they will have it done soon. I waited a while longer. On 19th October I finally got impatient and asked when I am to get my body as others who had ordered the same thing on the 1st of October had already recived theirs. They said it will be out in a few days, and indeed on the 21st of October I got a shipping notice. I kept my eye on the tracking, seeing it arrive in the UK and get a cutoms charge, which was no proble. However I noticed it went to a depot that isn't my usual depot, so I rang up Parcelforce to enquire about it. It turns out the parcel has a differnt postcode to the one I provided, so it had gone to a differnt place in the UK, with the same road name but differnt postcode. They told me they cannot change the senders address unless the sender does it, or the delivery is failed. And as the address with the wrong postcode exists, I was adivsed not to pay the customs charge and let it be delivered incase someone takes in the parcel at this wrong address, and the best thing would be to let it be sent back to the sender after 3 weeks. I informed Crobidoll about this, and was simply told to pay the cutoms and I will recive the package. I repeated it is the wrong address on the parcel therefore I would not recive it, but they did not belive me and started becoming very hostile and rude when I asked them to readdress the parcel and send it back to me when it was returned to them. They kept telling me to pay the customs charge, and I paitently explained it would be sent to a differnt address if I did this, as even the tracking they sent me showed the delivery postcode as a differnt one to my address. I sent them maps showing the place it was being sent to and my actual home, and other things to try and explain. They finally agreed it was indeed addressed wrong, but said this: "Hi~!Sorry but we wrote down your address correctly. The internatinal post office said to us, it's not our mistake, one of the postmen in your country made mistake, so your package is in a wrong area and it is charged. They recognized it on the phone. Why don't you want to recognize it? Why do you think we made a mistake? We didn't make a mistake to you & your package. We don't know why the postman in your country made a mistake exactly. We can't control the shipping problem from the post man in your country and we can't control the mistake of the postman in your country. We don't understand why you don't want to trust us. We're disappointed you." I am not sure why they have a right to be angry with me, as I have done nothing to the parcel, I haven't even recived it! But in anycase, they agreed to refund me the money after the doll had been sent back to them on the 14th of November. Now it has been just over 3 weeks since the doll had been sent back to sender (This is the status on the tracking) and Crobidoll claim not to have recved it. I had asked if they could kindly investigate the parcel and refund me, and this was their reply. "Hi~!Thank you for your email. Sorry but we didn't receive your package from the customs in your country. If you want to know what happened to your package, you have to call the customs in your country. It's not our fault and you didn't want to & didn't try to trust us. We'll refund your money to you after we receive your package from the customs in your country." I am not sure what more I can do to try and get my refund, as its well over the paypal claim date, AND chargeback date. I will update if anything happens, but all I can say is I am quite disgusted witht heir service, as I did all the running around to try and even locate my parcel and solve the problem, while they simply repeated over and over again to pay the customs charge even after being shown the address is wrong.
I'm really sorry for what happened to you, everything is just so horrible. There is no point to defend Crobidoll when they claimed the address was correct and the fault was their about the mistake in sending your package, but they indeed had trouble with the production of Dreaming doll bodies. Well, I guess so, because I tried to contact them. I wanted to purchase Dan in WS directly from Baron, and I received a reply after a month. My friend ordered her Dreaming doll body in August, and all went fine. I don't know why you had to wait so long, even if there could have been problems with Dreaming doll. What I can't stand is why they have any reason to be angry with you. If you have a problem, the problem is not only yours. They have your money now, you paid, so you deserve a proper customer service and you need help. I'm very worried about this because I ordered a Dreaming Doll girl body from Crobi two days ago, during the free shipping event. I hope that customs at your country and Royal mail service will give you more info about your shipping. I know how you feel, that's really a horrible story >_<
Holy Sheeeyet! That's awful o.o! I can't believe you were treated so badly by the company... A mistake is understandable, but for them to deny it and then blame you and be mad at you for "not trusting them" is ridiculous. A company does not have or deserve any trust until they have proven they deserve it. They have no right to demand it when they are falling short x.x! I don't really have any advice with you, other than to check with your postal service, right? If it has tracking and is insured they should have confirmation that PROVES the package was delivered... If Crobidoll truly doesn't have it then I'd imagine they'd have to file a report, since the delivery status says it's been delivered...? Ick, I wish you the best of luck with this, and feel free to PM me if you want some support in sending angry e-mails or something o.o;;!
That is awful. I can't believe that a company would treat a customer that way. I totally believe that once you pay them, it is the companies responsibility to make sure you are happy until that doll is in your hands. I really hope that you can work this out with them. What a horrible situation. Please keep us all updated.
This is really terrible, how can a company treat a customer like this way, even the customer didn't do anything wrong? I am sorry to hear what happened to you, kazezakura. I think I will not order any dolls from Crobidoll anymore and I will also tell all my friends who love dollfies what happened to you cos it can happen to you today, it can also happen to us tomorrow. I hope Crobidoll will take their responsibility for you. Please keep us update. **HUG**
That's awful. It sounds like maybe they don't understand what exactly happened? Perhaps there is someone who can translate your situation into their language and explain better. Regardless, I don't see how they can claim you didn't trust them when they got their package back (or certainly should have, by now!) and they are not out any money. YOU'RE the one who is out the money, and YOU are the customer. I find this behavior very wrong on the part of a company.
Oh wow..that's so horrible! I'm sorry dear..:[ I hope that you can still get your refund. I think you handled this situation extremely well, especially with the amount of patience you had with them. I know I would not have been nearly as accepting as you were. And to treat a paying customer like this is just unbelievable. You were very patient and kind to them even when explaining the situation and they just turned around and were that rude to you? That really blows my mind. I hope all goes well for you.
hmmm this happened to me with luts, but I had to rearrange the delivery address using my passport through the post office, as luts refused to have anything to do with it and were going to make me repay shipping if it was returned to them. ...I have no advice, and just hope you can get it sorted.
Whatever you do don't cut off contact with Crobidoll no matter how insufferable their behavior might be you need to keep them updated on your situation as well as us. I hate that this happened I've never heard of any bad transactions with Crobidoll before and thought they were one of the safe ones.
I'm sorry to hear this bad news... T___T I love Crobi's dolls, and I think I'll save for 1 of them, but with this news... I will consider this one for future decision... I hope this problem will be solved as soon as possible and you'll get your money back instead of the body that you don't receive. *hugs
oh, i'm sorry to hear that, it's not agreeable at all, they have amount of great dolls, but guess they are actually newbies as a company, and don't have that much of experience with this client side of marketing and stuff, although i seen them as normal people trying to do a good job but not handling with some situations, that i hope it won’t happen frenquently (cos i do have plans to buy a doll there ), ill give you my support.
This is the reply I have recived from Crobidoll: "Hi~! Sorry but we didn't receive your package from the customs in your country. They just started to progress to return it to us on 14th, Nov., 2008. It doesn't mean they send it to us on 14th, Nov., 2008. If you don't trust us, you can check it out to the customs in your country. They're progressing to send it back to us now so we didn't receive it yet. We're frustrated your rudeness too. You didn't trust us so you don't have a right to blame us. It's not our fault and the post office in your country checked it's not our fault and it's their mistake so they apologized but you didn't try to listened to our saying. A lazy post man in your country made a mistake." Infact, Royalmail/PF have never said it was their error, I do not know where Crobidoll have got that from. I am waiting till Thursday which is 4 weeks after it has been sent back before formally sending a letter asking for the refund or I will have to think of taking further action.
Whatever happened I don't think it's good business to call your customer rude. It's unprofessional. I've had a company mess up and they were like "Sorry for the inconvenience. Give us the details and we'll work on a solution." They stayed to the point even when I started to nag due to communication confusion. It's frustrating to try to write something as clear as possible and still end up misunderstood, but it all turned out okay and the service was good. I was never called rude or given the impression I was being a bother. I as a customer had a problem and the company (jaimedoll btw) fixed it for me. I'm sorry to hear Crobidoll is being impolite. It's bad enough something went wrong with your order, but a company giving you a hard time with accusations is pretty tough. I hope you'll get your refund soon. Keep us posted.
Someone at Crobidoll is taking a customer complaint far too personally. What's up with this 'trust' issue? It wouldn't matter if you'd trusted them to the hilt, they still addressed your parcel incorrectly. Trust wouldn't have got your doll home. I find this incredibly unprofessional and I wouldn't waste my money on this company. Kazezakura, I feel awful for you, but you have to keep on at them or you might not see a penny of your money again. The other issue is Parcelforce. On occasion they have got things incorrect, but getting an admission of blame from them is harder than getting blood from a stone. What you could have done is request a photograph of the parcel's postal address from Parcelforce to check if the address was correct i.e. the one you provided.
It never ceases to amaze me how some people who work in customer service lack the most basic courtesy. I can't believe they're accusing you of being rude when you're being polite and they're being so unhelpful! Trying to blame 'a lazy post man' makes them look even more unprofessional. 'It's not our fault and you didn't want to & didn't try to trust us.' If you'd trusted them and followed their initial advice, you would have paid the customs fee for your parcel to be delivered at another postcode. The people living there could have refused it, in which case it would have been sent back and you would have paid the customs fee for nothing. Even worse, a dishonest person could have signed for it and kept the body you paid for. What kind of idiotic advice is that?! Fingers crossed you'll get your refund soon.
it seems to me that crobi doll are lying.....very very badly. If you get as much proof as you can that all this happened, and that they have infact recieved the parcel (which I'm sure you can) then you have a legal right to demand service. I'm pretty sure of that. This customer service is appauling, I dont know how you can be succesfull with service like this. I ask, has anyone else ever had a shipping issue with crobi? if so, what did they do? I'm interested to find out if this has happened before.
people please dont jump down my throat for this, but, maybe they're replying to your mentioning that their behavior was rude (which it was) so they may just be replying back to your word. Unless you didn't say it first, in which case they have no reason to be calling a customer rude. Don't let communication break down, even though you've done all that you can on your end. Good luck and I hope everything works out for you!
Well, I'm never buying from Crobidoll if that's how they treat their customers. Sheesh! That's absolutely unacceptable. Did they get their customer service training from a disgruntled Luts employee or something?
Well, I just got my Thor head and I must say that my buying experience with Crobidoll was excelent. They were very kind and answered to all my questions even before I made my order. Maybe there was some misunderstanding, I'm pretty sure about that, so keep going and I'm sure everything will end up fine
Hmm, I just remembered today there was a sticker from TNT on the box I got from Crobidoll when I did a group order. TNT uses that sticker if the address is incomplete or incorrect to have someone check the records to get the correct address. If I recall correctly the sticker said my address was incomplete. I didn't give it much thought back then, because I was happy my order had arrived. However, your case is not the only time Crobidoll makes a mistake with writing down the address. It doesn't bring comfort, but I just remembered it.
And yet another doll company added to my "Never buy from" list. I really hope this eventually clears up for you...
I had a group order with Crobidoll and it went really well and I got my package three days after I paid for it. I think what happened is they didn't understand what you were saying and you got frustrated and then they got frustrated because they felt like they were being attacked.
To me, it looks like Crobi felt like they were not responsible for your item because they somehow? know (among the many many customers) that they wrote your address down correctly. So when you told them about your situation and refused to pay custom charges for a delivery not headed to your address and continued to persist, you appeared like you were attacking them. It looks like the problem is that Crobi didn't trust you either. So who's to say who is not trusting who? XD; So you're both looking at the situation from two perspective: Crobi is looking at the situation from trust vs mistrust and you, responsibility vs irresponsibility. If you both did your parts, it seems that somehow along the way, things messed up. So it could be the fault of ParelForce (I agree that a photo of an address would have been better evidence). Or the fault of the person who wrote down your address. That person and the person who is writing to you might be two different people. And the person who wrote down the address could be lying, telling the English Q&A person/replier/rep that they did their part...Or it could be Dreaming Doll that messed up since they're the ones that makes that body...Well whatever the case may be, it definitely smells like a third person/agent messed it up tho. But still, Crobi should have taken responsibility and handle the situation more professionally. Their reply was mean and their comments were unnecessary. Also, Muisje's example does make me wary. However, in the States, incomplete addresses are returned back to the sender (thank goodness!). For me, Crobi will not be my "never buy from" company,but just, "Oh, I'll have to take some extra steps to be careful". This isn't the first time I've heard Crobi messed up either. I remember reading somewhere that Crobi messed up on some wig orders and refused to handle the situation as well. I didn't follow up on that thread so I don't know how the problem was handled. Good luck tho!
All I see is that the OP tried to explain in more depth and then their feelings got all hurt. This is not the way to conduct a business transaction. How can they possibly say with any certainty that they didn't write the address wrongly unless they have a photo of the label? A photo of this nature has not been produced. Everyone can make the odd mistake. In this case it really REALLY should not be a big deal for them. Good for you your transaction went well, but that is irrelevant. OP's one didn't and they are doing nothing to rectify the situation. I am glad this thread has been posted. I've dealt with sellers like this before (not dollie stuff) and will not be buying from Crobidoll. They should be making some effort at least to sort things out. They've made such a fuss about the situation so far, I have doubts that they will come through even if proved incorrect to their satisfaction. Judging by their feedback thread they seem to be incapable of sorting out even minor problems (the wig transaction in that thread). The way they are so quick to accuse their customers of dishonesty makes me suspicious about their own integrity. You just don't talk to customers in that fashion.
Wow! What a rude customer support agent! Is there a DOA Corbidoll representative that you could contact? I don't like to say never, but if this is not resolved well, I probably would not order from them after the way you have been treated.
Wow, at this point I would start pulling punches. They sound like a child who is lying, badly if I might add, about something. They're acting like they just want you to leave them alone, don't. Talk about a lazy post man, more like a lazy sad excuse for customer service.
You knoooooow...that thought really did pass through my mind actually. This person sounds like the old Q&A customer service person LUTS had some while ago. They are probably not the same person...but the horrific customer service is pretty identical. kazezakura~ I'm so sorry that your experience with Crobi has been so appalling. I know that some people have stated that they have had great customer service from Crobi, but this incident alone will steer me away from working with them. Even if misunderstandings occur [which is what this problem sounds like] and company should NEVER treat their customers like they are 'liars on trial'. If a third party messed up, that is neither your fault, nor Crobi's, but Crobi as a company should take care of their customers first and foremost before trying to cover their behinds. Hopefully this whole incident will get straightened out, and thanks for sharing this information with us.
As I discovered myself, they do not have any other agents, at least at this time. I was seriously considering buying a doll from them, but it looks as though I'll have to wait awhile on it now. If they did have some agents who could be more professional representatives for the company, I'm sure that would ease a lot of the problems. They do not seem akin to good customer service. True, there could be some translation mix-ups, but their frustration comes through clearly just the same. Right now, going directly through them is the only way to go. Which means I'll be waiting until they get their act together...
Crobidoll does have very rude customer service, and I've found myself in a similar situation with them. I ordered a wig from them about two weeks before I ordered a Dreaming doll body. The wig shipped out in a day and I was very pleased -- until I got it and it didn't fit the doll I bought it for. I bought an SD sized wig (a 9-10) and what they sent me was a wig that would only fit a Lati doll, one of the smaller ones (I found this out after taking it to a local meet and trying it on various dolls). I wrote them immediately and explained they sent me the wrong wig and could I send it back to swap for a new one. They were like hmm, so you CLAIM we sent you the wrong wig. Weeeeell, we can send it back to you but you'll pay shipping and then a thirty dollar fee to swap the wig. Their shipping fee they quoted was another 25 dollars. I was aghast and said that I understood paying to ship it to them but why was there an additional fee when this was their mistake? They got very rude and tried to tell me I had ordered the wrong wig and what was wrong with me that I didn't realize it was my mistake. I triple checked and no, I had ordered rightly. I waited a few days and they poked me, rather impatiently, demanding the wig back. I politely wrote them back and said I would be keeping it even though it was of no use because I shouldn't have to pay more than it would cost to order a new wig for their mistake. I decided to wait until I got my Dreaming Doll body and then wait to write about how disappointed /I/ was in their customer service and how rude they were. About three weeks later they sent the body and when checking the postal service....it got sent to the wrong address~! I live in Boston and it was sent to Dulles airport. So I had to make phone calls immediately as it had been redirected. Fortunately someone at the post office figured out the mistake and sent it back rather than my having to go through Crobi but I spent the time panicking until it was redirected -- a week later. u__u;;; Well, when I finally got the body, there was a new wig included so I think someone realized their mistake but...yes, they are very hostile to deal with under these circumstances and honestly as much as I love their sculpts, I would think twice about ordering from them again. That's why the second dreaming doll body I got came off the marketplace.
I too ordered a 9-10 inch wig from Crobidoll, but with some force I can get it on a 8 inch head. It's a beautiful wig, but definitely not the 9-10 inch I ordered. I only found out a month after I received my order, so I figured it was too late to complain as I should have checked immediately after receiving the order. The card that came with the wig inside the wig net didn't state the wig size. It only had a code I think is for model and colour. If Crobidoll doesn't tag their wigs with size, it's not that strange people get the wrong size wigs. I'm sad that the wig doesn't fit my Sabik as the colour and model are perfect for him, but partially I'm glad I never bothered to contact Crobidoll.
ouch... maybe Crobidoll should replace their Customer Service rep or something. As much as i understand that Customer Reps are only human and they can get irate, i think it's still not right to accuse or blame the customer at any point, but try to resolve the problem with them if not for them. I hope they'll improve.. as I had been looking forward to ordering some stuff from them in the future! would certainly subscribe to this thread too to remind myself to be wary.
Wow. You know, I don't care WHO screwed up -- even if it's the customer who has done EVERYTHING wrong, and the company has done everything correctly -- there is never a situation, EVER, when that kind of communication is acceptable from a professional business. I might give individual sellers a little bit of slack, but a company? Absolutely not. Especially now that it's clear this is not an issue with one particular transaction, but an ongoing and repetitive cycle of rudeness.
I just recived a refund from Crobidoll, though with fees+ the charge they gave me I ended up getting back $310 rather than what I paid, which was $330. This is what they said about fact even after I had asked them to pay the fees, I was $20 short: "Hi~!We refunded your money, $320 to you. We paid shipping fee twice and we paid remittance fee too so we refunded your money $320 to you. $10 is remittance fee. You have to pay it for us. We're sorry about this happening between us & you. We hope you understand us and we hope you listen to other's saying if you want to buy something on international shopping mall." I am not sure why they had to have the last word in, but in anycase, this is solved, though not very happy with them.
How rude! If they want to run a business, then they should have tried to solve the problem as professionals. What's with the accusation? That representative should get fired, if they can't solve a problem simple as that. Seems to me that they have their prides, and doesn't want to admit that it's their own fault. They may sell beautiful dolls, but there's no point if they don't have good customer service. Well, at least you got your refund. Now I'm nervous about buying anything over the internet. I'm never going to buy anything from them.
I'm glad you got some of your money back, even if they didn't refund you 100%. I will never buy anything from Crobidoll, it seems like things are regularly going wrong and their customer service agent is a dreadful representative of their company.
This makes me EXTRA worried because a lovely friend of mine who currently lives in the states but is moving up to Canada in about 2 months ordered 2 dolls for me as a Christmas gift from Crobidoll. Wonder if things went well at all, however the transaction was a pretty high one so hopefully Crobidoll CS representative wouldn't be an a-hole about it. :/ My previous experience with Crobidoll has been very pleasant. They answered my questions very swiftly and there were no problems what so ever. For those who are interested in what he got, he got me a Ami set and Yeon-Ho with DD body along with bits and pieces from other places (Leeke, Muse doll, etc.). He has been really secretive and refuse to take ransom photos for me.
That last line was totally uncalled for. At least you got most of your money back and I hope you can leave this nasty experience behind you. If I want crobidoll stuff, I’ll buy it second hand until I hear they have a better representative working at their customer’s support.
Man, if I ever acted up like that rep, I'd be fired in a second! I heard Crobi was bad, but I never thought it'd be THAT bad. I'm so sorry for you. Only thing I ever bought that's Crobidoll brand is Ezra's wig. I bought it on the marketplace because someone had mentioned a rude rep before. Hopefully Crobi can ditch the rep and better train those filling orders before their business suffers more than it already has.
At least you got most of your money back. Actually I wonder if the people who own the company have any idea about this? If they don't speak English themselves, they may not be aware that the person they hired is being so rude and unprofessional. A reputation for bad customer service can sink a small company.
Man, I've been watching this thread waiting to see how it turned out. At least you got your money back I guess. If I didn't know any better I'd think they had a five year old 'helping' with their 'customer service'... But I was looking at other feedback and noticed that almost every person that bought only a dreaming doll body had horrible issues with them. I didn't see such bad feedback from anyone who bought crobidoll's actual dolls. Their wigs yes, but not their dolls. I wonder about this. Maybe half of their problem is dreaming doll? x_x Or maybe they're biased towards people who buy their dolls =_= how nice of them... Well... I will be ordering a Lance soon so I guess I'll find out (I'm too smitten to resist for fear of a problem like this >.<; ) and I was going to order a dreaming doll body and a wig at some point, but I don't think it will be from them after seeing a trend like this >_>
Yeah you're right. Crobidoll does get rude pretty quickly. I asked them when they thought they would ship my Nia, very nicely, because I ordered him without makeup, and it said it would take 7-14 days to ship a doll without makeup so I just asked to clarify and they said : "Sorry but as we notice that, it takes 30-35 business days(it's not including weekends & holidays) to send your order to you so it takes 40 days actually. Please wait patiently until we send your order to you. Our dolls are handicrafts so it takes loger time to make it and send it to you than other dolls like barbiedolls." I guess they think I'm stupid or something and that I don't know the difference between BJDs and Barbies. I was just going off of what their page said.
I placed an order with them recently to get in on the free shipping event. It was before I read this thread. I will be on the lookout and check the doll extra carefully when it arrives. It's also possible that if people have a limited grasp of English, they don't realize how blunt their responses sound typed up on the Q&A board, but I don't like that when Luts' rep did it and I don't like it now. Apparently Luts got someone else after a time because the last time I communicated with their Q&A it was like the person jumped through extra special hoops to be super duper nice. Maybe Crobi will also get someone else or train the person to be nicer when they answer.
im glad everythng got fixed in the end but i am not deterred from buying from them, and really i dont think anyone else should be. people have bad experiences at places all the time, often(as in not always) because both parties are at fault, and all in all its just a bad transaction but most of the time its good. i work in retail so i know how sometimes bad stuff happens.
I do not really see how I am at fault for this, but thank you for your input. I manage a retail business too, and would never talk to someone in this way, even if they did not understand english well
Isn't there anyone who could speak Korean/live in Korea and would be so kind and contact them? I'm sure that it would be best for us and the company to let them know how rude their custom service is.
