superlovedoll.com

Disappointed

I ordered 2 dolls at $1299 each on March 21st 2025. They emailed me stating that one of the dolls that I had ordered was not in stock, they apologized and offered a few different in stock dolls to replace the one I had ordered on March 22nd. The suggested ones were all of lesser quality and at the $899 price point. I looked through the in stock dolls and set a picture of the replacement that I wanted which was the same $1299 as the original one I ordered. When I checked out the address that populated was my home address and I wanted them shipped to my studio. I also selected air transport and paid $50 for the faster delivery. I emailed them on March 23rd and asked for the address to be updated. I received a prompt response stating that they had updated the address and the replacement one that I wanted was in stock and they would ship it out right away. On March 25th I received notification that my first doll had shipped. On March 26th they state that the two will be shipped separately and that they will communicate that with me as it happens.  All has been great until this point minus the annoyance that the doll I wanted was not in stock when it stated it was, as well as the suggestions of taking a lower quality doll. On March 26th I check the delivery tracking information and notice that it is being shipped ground instead of air. I emailed them back and asked why when I paid for air why was it being shipped ground. Well, emails from them only come in between 1-3am my time, which is understandable as the company is located in China. So, while I wait for a response I am looking over the order and spot that the first doll is listed as ground and the second as air. Understandable since I paid just the flat rate of $50 so I understand that paying for one priority does not get both shipped priority. So, I email back stating that I see the second one is air and that works for me. I received this email in response which I found a little condescending, but with the language barrier I just wrote it off.  On the 31st of March I email them and ask for clarification that the second doll is in stock overseas. They responded on April 1st stating that yes it was and that they will arrange shipping, but it may take a week to arrange. On April 2nd they state that the body is in stock but not the head for the second doll. They then sent another list of recommended replacements. Not very shockingly all the suggestions were all back in that lower price point and lower quality similar to the first sugestions. I responded with a replacement from the in stock list that I would like. The new doll was $100 more which I offered to pay the difference. On April 3rd they responded to inform me that the replacement doll I had picked had been sold and was not actually in stock. I responded on the 3rd with a list of 4 acceptable replacements ranging from $1199-$1499. They responded stating that the most expensive one was in stock. I responded right away stating that I am happy to pay the difference. On April 5th I sent another email asking to move forward. On April 7th they responded stating they were happy we came to an agreement on the doll and as soon as they receive the $149 difference they will ship the second doll. At this point I was a little frustrated so I stayed up all night in order to communicate in a quicker fashion, so on the 7th they sent an invoice which I paid. They responded stating they had received the payment and would be sending the doll. Our last communication on the 7th was me asking to confirm that this doll will be shipped via air with no response. I received a shipping notification for the second doll and on the 10th of April I went to track the package to find out this one was also shipped via ground and would arrive on April 14th. I took screenshots of the shipping info from FedEx and sent it via email asking why it was sent ground and what happened to the $50 I spent for shipping at 1:07am. At 5:36am I received a response offering me a $70 discount code. At 8am I responded stating that I did not have anything else to buy and that was not acceptable and that I wanted a refund. At 8:16 I sent another email stating I planned on leaving this review. At 8:19 I received the most generic email stating that they have taken my feedback and have implemented changes to hopefully regain my trust. Not only did this email address a bunch of things I did not complain about, but it listed all these fixes that can in no way take 3 minutes to fix, such as improving their relationship with the factory. This was clearly a lip service email, and I found that extremely insulting. As you can see, the email is a copy and paste as to how they reply when someone leaves a bad review online. I have a lot more to say, but am limited here to the length of my review. I have screenshots of all our interactions, but trust pilot does not support them.

Date of experience: Apr 08, 2025