Business Profile
Online Retailer
Dolls Kill, Inc.Important information
- Customer Complaint:
BBB’s business profile for Dolls Kill Inc. was created in July 2012. A review of complaints was completed in December 2024. For resources related to your online orders, BBB recommends users to review the following:
Order Status
Shipping Information
Wrong, Missing, Damaged
Complaints
Customer Complaints Summary
- 344 total complaints in the last 3 years.
- 80 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/07/2023
Type: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 received coat. Coat does not fit. Initially they gave me the wrong order number. Once I was able to get the correct order number they tell me that the coat was not available for a refund. Then they say, I can have a gift card. I have no use for coat nor gift card. I read that they change their policies all the time and nowhere on the website does it say that they only refund in gift card form. This is highway robbery. I want my money back from this questionable business. This all lacks a degree of business integrity.
Business Response
Date: 09/13/2023
If the customer wants to return, ********************** will make an exception to the return policy and refund the customer to their original payment method vs. our gift card policy minus a $7.95 restocking fee that will be deducted from their return amount.Initial Complaint
Date:09/06/2023
Type: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.
The store only offer store credit no matter condition and items does not fit as suggested as size chart. I have no need for the store credit or the items.Business Response
Date: 09/13/2023
Dolls Kill made a one time exception to the return policy and offered to refund the customer to their original payment method vs. our gift card policy minus a 15% restocking fee that would be deducted from their return amount and the customer accepted. A refund was issued.Initial Complaint
Date:08/28/2023
Type: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.
8/17/23 was when I purchased goods from dolls kill, totaling in 64 USD (shipping included) . They are not not a good fit, and exchanging was not an option. They do not provide refunds, only store credit, but do not disclose this anywhere before the purchase. The item is not worn, brand new, but cannot be returned for my original payment, which is deceptive because i will be spending my money at Dollskill.com regardless of return or not.Business Response
Date: 09/06/2023
If the customer wants to return, ********************** will make an exception to the return policy and refund the customer to their original payment method vs. our gift card policy minus a $7.95 restocking fee that will be deducted from their return amount.Initial Complaint
Date:08/24/2023
Type: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'd like a refund on an order I made on August 21, 2023 with Dolls Kill. I've been a loyal customer for a few years now and almost always purchase multiple sizes because my body shape is difficult to shop for. When I went to return my unwanted items I was hit with the realization that the company changed its return policy to store credit only. I had no idea the return policy changed and would not have purchased multiple sizes and styles of things if I knew that ahead of time. This feels like very predatory behavior, especially considering that I didn't realize I could only get store credit/gift card after going through a lengthy process: selecting the items for return, marking the reason, uploading photos of items that arrived damaged, additional pages to convince me to exchange instead of return (to keep my money), and then selecting my return method and drop-off location. I truly think I went through more than 30 individual screens to get to the page that told me I couldn't get my money back. It felt like the return experience was designed to exhaust me so that I would just give up and either keep the clothes or take the store credit by the time I realized that was my only option. My intention wasn't even to return everything. It was to return about $525 of merchandise out of the $790.15 that I spent. I would like the BBB to help me return my unwanted items for a refund to my original form of payment, not store credit. And I want Dolls Kill to be more transparent about the changes that purposely make the customer experience worse.Order #*********Business Response
Date: 09/05/2023
If the customer wants to return, ********************** will make an exception to the return policy and refund the customer to their original payment method vs. our gift card policy minus a 15% restocking fee that will be deducted from their return amount.Customer Answer
Date: 09/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
************************************Business Response
Date: 10/02/2023
The customer can return the items and we'll refund with the restocking fee. If they have any trouble returning, they can reach out to us via help.dollskill.com.Customer Answer
Date: 10/03/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
************************************Initial Complaint
Date:08/23/2023
Type: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.
In two separate orders, I have been sent the wrong order. **************** talks like im a child, until I showed proff of false advertisement. For 2 of my orders. Refusing a refund for this false advertisement. Going to BBB due to Dolls Kill not responding to emails, social media. There is no returns where I live it would cost more to this company that sold me an item that was not advertised on the website. SKU numbers match, item does not match what is being sold. Have pics of proof as well as the conversation where I was expected to take the wrong item. Have full transcript of customer service brushing this huge error under the rug if want.Business Response
Date: 09/05/2023
The customer received a wrong item on one order. The customer was issued a refund on this order, including the shipping charge, on 8/23/23. For the second order, Dolls Kill made an exception to the Gift Card return policy and let the customer know they can return the order for a refund. The customer does not need to pay return shipping costs and Dolls Kill provides a prepaid label for all domestic returns.Initial Complaint
Date:08/21/2023
Type: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 ordered 3 items on june 15 2023 under order #******* for a total of $291.09 CAD. 2 items arrived as described as are not an issue for me. it was delivered june 26, 2023 but i was note home to collect the package until returning a few days ago. the item Dessa Knit Cardigan (price CA$89.60), which is listed on the website as having the fabic content 60% acrylic and 40% cotton, is tagged as being 100% polyester. on august 14 2023 i contacted customer service at ********************** to request a return. i was responded to on august 20 2023 and the customer service agent said i could return due to item not being as described despite the return being past the typical return date. i initially responded by email thanking the customer service agent for their assistance but once i opened the returns portal to attempt to return the item that was not as described by their website due to a misrepresentation of fabric content, the returns portal states that i must not only pay for the return shipping, but also that i won't recieve a refund, just store credit. i do not feel like it's reasonable to not only pay to return an item that was misrepresentated and not as described, but to then not even receive a refund. i am hoping to recieve a refund for the full cost of the item and any applicable return fees.Business Response
Date: 08/25/2023
The customer placed an order and stated that the item was not as described due to the tag showing 100% polyester. We apologize for any mix-up.
Dolls Kill would like to make an exception to our return policy. The customer can return for a full refund back to their original payment method. Unfortunately we do not cover return shipping costs, however the customer can select a carrier of their choice to return their items. We suggest the customer keep their return tracking # to track their return package. Once there's movement in the return tracking, we can expedite the return process.Initial Complaint
Date:08/18/2023
Type: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.
My complaint is filed here and I accepted the refund with a ridiculous penalty, and still did not receive the refund, was not contacted and the issue was still marked resolved.Business Response
Date: 08/23/2023
The customer returned order, *********. Our return policy is gift cards however we made an exception and disabled the gift card and processed a refund for the customer. The customer should see the refund within 10 business days.Customer Answer
Date: 08/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:08/16/2023
Type: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.
Date of transaction: AUGUST 23, 2022 AT 1:24 PM PACIFIC TIME Amount of money paid to the business: ****** paid with gift card Ending With 3BD3 $239.80 & Credit Card Ending With **** $432.81 Dolls kills committed to provide delivery of items Overnight (Delivered Next Biz Day If Ordered By Noon PT). The nature of the dispute is business failed to deliver order within promised timeframe by 8/25/2022 and as of 8/29/2022 11:03 am (7 days after the order was placed) was unable to even provide a delivery date. The business offered "to issue an ***** gift card to cover next day shipping on your next order for the inconvenience if you'd like?"ORDER #****** and tracking number D10013318439343Business Response
Date: 08/23/2023
The customer placed an order back in August 2022, order # ******. The tracking for the order shows that the order shipped but no further movement was made. This order was lost in transit and we apologize for the inconvenience. The customer initially reached out when the order first shipped and we asked the customer to get back to us after 2 days. We never heard back from the customer so the issue was never resolved.
We apologize for the delay and have gone ahead and refunded order # ****** back to their original payment method.Initial Complaint
Date:08/13/2023
Type: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.
Was finishing a purchase after adding an item to my cart. My previous payment details were already entered automatically and before I could change them to enter my gift card, I suddenly found myself on the order submitted page. I did NOT submit the order yet. Emailed the company immediately, literally a minute later. Submitted the next order for the item with gift card Didnt hear back until over a day later and then it was oh, we cant change orders after theyve been processed or shipped out. If they had been able to get back to me quicker it wouldnt have been, and youre telling me that it was possible to cancel it, but it was a matter of when youd reply? Plus the carrier hasnt picked it up yet so technically its not shipped out. And ** sitting here trying to figure out why the first one even was submitted in the first place. Now Im supposed to accept that theyll ship out both identical items, I have to go through the trouble of returning one, and as they only give gift cards for returns which is terrible customer service in the first place, I cant even receive a refund on an order that I didnt even submit? Seeking a full refund and cancellation of this order, # DK1667669! This company is unethical and cares nothing for its customers so I will soon not be one any longer !Business Response
Date: 08/18/2023
A duplicate order was placed. We cannot cancel orders once they are placed.
We understand that order # DK1667669 was a duplicate. If the customer wants to return, we will make an exception to our return policy and refund the customer to their original payment method vs. our gift card policy.Customer Answer
Date: 08/19/2023
Better Business Bureau:
I want to clarify that a supervisor stated the following to me by email:
"Supervisor here- We are able to cancel an order in the narrow time frame between when the payment goes through and when the order is transmitted to our warehouse. This can be anywhere from a couple of minutes to a few hours. Since it is such a variable time and our customer service response time can take up to 1 business day, our policy states flatly that we cannot cancel orders."
I had emailed them about being unsure why this order was placed, immediately - as in, within a minute or two. Strongly feel that this company should offer a cancellation option for orders until they state fulfilled - no good reason that they do not.
Regardless I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me as they are offering me a refund which is what I feel is the honorable thing to do in this situation.
Sincerely,
******************Initial Complaint
Date:08/09/2023
Type: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.
ORDER DK1644180 I placed an order with Dolls Kill the beginning of August. Around Aug 7th it states it was delivered:Tracking: ********************************************************************** The tracking providers an image of a front door that is not mine so i never received he order. I reached out to Dolls Kill who refuses to help. I need my money back as this is not right. I've attached photos of my front door and home and a photo of where GLS delivered. I've emailed GLS several times and they stop responding. Merchant DOLLSKILL will not help me.Business Response
Date: 08/15/2023
Customer placed an order and the order was marked delivered by the carrier. Based on the photos provided by the customer, it looks like the carrier may have misdelivered this to the incorrect address.
The customer opted out of our Route protection at checkout so the package was not protected. However, since this is the customer's first order with us we'd like to offer a courtesy replacement order for their missing order. We ask that the customer provide/confirm the address they would like a replacement to.
We also recommend that the customer include Route for future orders.
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