Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed the order back in April, I received it in July with "Mold" on it. I reached out to customer service the same day - I received no response until I went on ************ 7 days later. They first offered me a credit. Then I responded requesting a refund Jul 10, 2025, 1:01PM (, ***** in customer service never responded back to me 5 days later on Jul 15, 2025, 1:33PM) stating it will take 10 days for a refund. They continue to have a lack of compassion OR EMPATHY FOR THEIR CUSTOMERS. TOTAL DISRESPECT. My next Incident began 7/17 I received an email from Dolls Kills Stating that my order shipped including the tracking details ( stated next day shipping) I waited for 2-3 days.. It NEVER arrived . I reached out to "Veho" shipper - Supervisor Gherwin advised that Dolls Kill never shipped any package yet. I then reached out to Dolls Kills **************** on 7/20 ****** emailed stating that they NEVER SHIPPED OUT ANY ORDER. I THEN SENT THEM A COPY OF THEIR EMAIL TO ME. ****** **** back stating that he Escalated my issues. I replied back requesting Management. Today 7/21 I received my order ( they said never shipped) DAMAGED Sequence sewn on top of the zipper. Im unable to zip it up or down. Totally cheap and horribly made.

  

  Business Response

  Date: 07/23/2025

  Dolls Kill's customer service team is currently experiencing delays due to increased contact volumes. The customer was provided a refund for a damaged item. Refunds are processed immediately by Dolls Kill, but the bank or financial institution receiving the refund typically has a processing time of 3-10 business days. This is not controlled or applicable to Dolls Kill. It is recommended that the customer reach out to their financial institution with any questions regarding refund processing times.

   

• Initial Complaint

  Date:07/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Dolls Kill on [insert date] and paid extra for shipping protection to ensure safe delivery. The delivery confirmation shows the package was "delivered," but the proof of delivery photo clearly shows the package was not left at my apartment door. I immediately reached out to Dolls Kill, but instead of assisting me, they referred me to a third-party company called Onward to handle my claim.Onward has since refused to help me unless I file a police report for a missing package. At no point during my purchase on Dolls Kills website was I informed that I would be required to file a police report in order to receive a refund or replacement. I paid Dolls Kill for shipping protection with the expectation that they, as the retailer, would resolve any delivery issues.I have made multiple attempts to resolve this with both Dolls Kill and Onward. My delivery photo clearly shows the package was not delivered to me, yet they continue to deny my claim based on requirements that were never disclosed at the time of sale.I am requesting that Dolls Kill issue me a full refund immediately. Dolls Kill should take accountability for the companies they choose to partner with and ensure their customers receive what they paid for, without unreasonable requirements.Resolution Requested: Full refund for missing merchandise.

  

  Business Response

  Date: 07/23/2025

  We are unable to locate a customer order using the information provided.

• Initial Complaint

  Date:07/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is absolutely awful. Ive ordered a pair of boots months ago and I did get the order, which the quality of the boots was very poor also, but they sent the complete wrong size. Of course no customer service number to contact and the only thing I can do is file a return form and even though it was there fault and they sent the wrong size I still had to pay return shipping. And the only thing they say can be done is issuing a gift card so there for here I am months later after reordering and having to pay the difference of a new order once again and the boots still hav not even shipped. They refuse to give me info on why they havent shipped or even an estimate on when I could be receiving the item and also refuse to let me even cancel the order now even though its not shipping out. I feel at a loss here and I dont even know what to do this isnt just a couple dollars we arent talking about here its $120! Not an amount Im just willing to let go.

  

  Business Response

  Date: 07/23/2025

  The customer is reaching out regarding an order that was unable to be fulfilled due to inventory issues. The customer's order was cancelled and refunded. The refund went back to the original payment methods used on the order.

• Initial Complaint

  Date:07/17/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on July 7th and only received part of my order. I've emailed numerous times. and tried calling, but the phone numbers don't work. No one will reply or resolve this and send me my missing item. My account shows unfulfilled for the one item. I've tried on instagram and ******** messaging, to no avail. I want my item shipped or some kind of resolution. No one will get back to me. They took my money, but won't fulfill the order or reply!!!

  

  Business Response

  Date: 07/18/2025

  The customer is reaching out regarding a recent order with one item that was cancelled due to inventory issues. The item was unable to be shipped and the value of the item was refunded to the customer's original payment method.

  ********************** does not provide customer support over the phone. **********************'s customer service team can be contacted by completing the form found at **************************************************

  The customer contacted **********************'s support team using the form at the link above on July 16th, received assistance immediately, and was successfully transferred to a supervisor on July 17th.

• Initial Complaint

  Date:07/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order from Dollskills on July 1st, 2025 @ 2.07pm. The money was removed from my account . However I never recieved a confirmation email or proof a purchase. I tried emailing them several times since July 12, 2025. I never received an email from them regarding my concern. There's no customer service number to call . This company is very unprofessional and I will never shop this website again. I requesting a refund .

  

  Business Response

  Date: 07/28/2025

  The customer placed a preorder. The preorder has been cancelled and refunded.

  Customer Answer

  Date: 07/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:07/15/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a dress on 6/27, paying 7.99 for standard (4-7 business day shipping). the total of the order was $29.49 USD. It's now 7/15 and the order hasn't even been fulfilled. I just want my dress, I ordered it for my bachelorette and at this point, I'm scared I won't get it at all!My attempts of contacting customer service haven't helped, I haven't even gotten an acknowledgement that I've reached out REPEATEDLY.

  

  Business Response

  Date: 07/17/2025

  The customer is reaching out regarding a delayed order. The customer's order should ship soon. Tracking details will be sent via email once the package is on its way.

  Dolls Kill is experiencing longer than normal wait times for customer service.

  Customer Answer

  Date: 07/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a larger order from dollskill in June (2025) and their delivery person left my package outside of the locker despite instructions to put it in the smart locker of the apartment residence. Because of this it was stolen. I did file a police report and gave dollskill this info when I reached out. They stopped responding and have not continued any effort to resolve my issue. I even purchased an extra shipping protection and yet they refuse to help me and do anything to resolve this issue. I have reached out several times through their site (because I cant find a number to call anywhere) and still nothing. It is now the middle of July. I feel like this is very scammy behavior since I had to also purchase extra shipping protection.

  

  Business Response

  Date: 07/17/2025

  The customer is reaching out regarding a stolen order. Dolls Kill's policy states we are not responsible for missing, stolen, or lost orders: *******************************************************************

  The customer does have Onward Package Protection and is encouraged to file a claim with Onward for assistance with this order. *********************************************************

  Customer Answer

  Date: 07/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:07/11/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order June 10, one item was a pre-order. Ive been waiting and waiting, but it never shipped even after the order was apparently ready. I expected to receive the order in time for a trip, and according to the expected ship dates should have, but now that time has passed and I still dont have the items. Ive reached out to customer service multiple times, via their site and other CS emails ive found, just to be ignored. I filed a dispute with my card company and want to have this case closed and my order refunded asap. Ive been a customer of ********************** for almost a decade at this point whether online or irl. But this is definitely my last time ordering from them. Super sad.

  

  Business Response

  Date: 07/17/2025

  The customer is reaching out about an order that wasn't shipped. This order has been cancelled and refunded per the customer's request.

• Initial Complaint

  Date:07/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pre-order reference: #PD1804468 I have been waiting for a partially delivered pre-order. Champagne Dreams dress size small has not been fulfilled, yet, due to no fault of my own. I let Dollskill know that I purchased the dress with a gift card and will accept a gift card refund in the amount i paid for the dress plus tax and shipping for the item that was not shipped. Dollskill replied that because it has been over 30 days since the rest of the order was delivered that the order has been marked delivered and per their policy they can offer no resolution. This is theft. The entire order was not delivered. The entire order was not fulfilled and my account on their website even shows the entire order has not been delivered, nor fullfilled, as I will attach a screenshot of. This is completely dishonest and i warn buyers to take caution when making pre-order purchases because they can do whatever they want, like not ship certain items, and claim it's policy they can't offer resolution, neither refund nor ship when available. UNBELIEVABLE!

  

  Business Response

  Date: 07/17/2025

  The customer is reaching out regarding an item that was out of stock and unable to be shipped. The item was cancelled and refunded to the customer's original payment method.

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23580146
  
  I am rejecting this response because:

  I paid with a gift card and received $0.00 back. COMPLETELY DISHONEST!

   

  IF THIS COMPANY WORKED AS HARD TO PROVIDE THEIR CUSTOMERS WITH THE PRODUCTS THEY OFFER AS THEY DO TRYING TO SCAM THE CUSTOMERS, AS PROVEN BY THE MULTITUDE OF COMPLAINTS AGAINST THEM, THEY WOULD HAVE FAR MORE BUSINESS!!! THEY LOST THIS CUSTOMER!

  
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 07/18/2025

  Upon further review, the customer's order was placed using a promotional code that provided up to $200 off their order. The total paid for the order was 8.77 charged for shipping. Because payment was not received for the item on the order, a "refund" was unable to be completed as there was no qualifying payment method on file to return the funds to.

  Dolls Kill's customer support team provided the customer with a gift card code for the cancelled item on the order.

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This site is just a huge scam. They say they ship from **********. I live in ********** and I watched as the shipping started overseas and then got stuck in ***** for over a week.... I was supposed to receive it over a week ago, but still haven't and am now being completely ghosted by customer service. They do not do refunds (huge red flag!) and I would have had to pay money to access the in-store money offered. There are sooooo many other companies with better prices and, I assume from their many other horrible reviews, MUCH better quality. And, you'll actually get the products that you paid for, unlike me!I would like to receive the products that I paid for and some type of response from the 'customer service' at this company.

  

  Business Response

  Date: 07/08/2025

  Dolls Kill shipped from ********** until a recent warehouse move that began in late April. Dolls Kill is currently still in the process of moving inventory and shipping operations. Dolls Kill is now shipping three locations- two warehouses in ********** and one in *****. Our site team is working to update this information on the help center.

  This customer's order was delivered by **** on July 8th. Dolls Kill's customer support team is backed up in contacts and is experiencing delayed response times. Customers are responded to in order of when their request was received.