Having never ordered from this business before, it came highly recommended for their customer service and reliability. One order is all that it took to see that is not a universal experience granted to their customers.
I had placed an order for a couple of dolls as an anniversary gift, a re-release of the Monster High Reel Drama set, which my fiancee had wanted the Draculaura since it came out when she was a child.
I placed my order, and received the option to send out the other doll when the release date came. The other still listed that it not in stock yet, but estimated for september. September passes, then October.
I call them to understand what is going on, I'm informed that sometimes it happens with pre-orders. Just be patient, we haven't received it, but I can assure you it's on it's way. You'll have it in time for your anniversary.
November passes. then December. I call again. I tell them I was told it would be in, and I'm still waiting. My anniversary is in weeks at this point. They apologize, the woman on the phone tells me that their shipment from Mattel got split, so they received part of the order, the other would be in shortly, and that if I opt to send out the first doll, they could possibly do something on the shipping for the Draculaura. I say thank you, and go on my way. I send out the doll, receive it, and wait for news on the Draculaura.
Two more months pass, that brings us to this past weekend, when I see that the Draculaura pre-order was quietly cancelled, no longer shows as pending. I call. Speak to an associate at the store who hears me out, understands why I'm upset, and offers me a callback from her manager.
Today, Manager calls me, listens to me for about 10 seconds before telling me there is nothing they can do. I explain that now, due to them reassuring me that it would come, I as a consumer have lost the ability to purchase the item. If they had been up front with me, I could have gone to another seller while I still had the opportunity without paying overcharged prices from scalpers and resellers.
I had turned down a local offer because this was "on the way".
I held the pre-order past my anniversary, and showed my fiancee to tell her what was on the way.
All I received was "what do you want me to do about it?" and a handful of very non-sympathetic, business-approved "We're sorry's" in an unauthentic tone.
Terrible service, Terrible people. Nothing but lies, and if this review stops even one person from trusting this company while building their collections, I will be pleased as punch.
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Online retailer of Toys, Statues, and Collectibles.
