Update by user Jan 26, 2017
Company replied several days after my email. Sent me a replacement and advised me to destroy the defective doll.
Original review posted by user Dec 27, 2016
Here's the email I sent to Ashton Drake Galleries in regards to the Abby Rose doll I ordered for my daughter. First I would like to start off by saying I had a terribly difficult time getting any shipping information on this item.
I had called twice, as I received an email shipping notification that it had shipped on 11/23, yet no tracking information was available. I was told by customer service management that I had to wait until 12/2 before they would do anything about tracking the status of my order because there was no tracking available to them as well. Every day, I checked status online to see if any tracking had posted and it wasn't until a week later that tracking was actually available, get this... because the actual day it shipped was 11/30, not 11/23 as I was advised in my shipping notification email.
Secondly, I had the item drop shipped to California, I live in New Jersey, and although I entered the correct ship to, your system showed Hesperia, CA 08872 on my email confirmation. 08872 is my NJ zipcode, not 92345 which is Hesperia's zipcode that I entered and I had to call to confirm that your company actually had the correct ship to zipcode in your system. Apparently there is a glitch in your system, however customer service assured me they had the correct shipping zipcode. Because of the dropship, I myself (and my daughter) did not see the doll until yesterday when she opened it.
My father was the only one who saw it prior to this and told me the dolls name on the box and that the shipment was not damaged in transit upon arrival. Now, here's my big problem... my 7 year old was in tears, crying that it's not the same doll that was in your pictures for several reasons. First, the doll on your site has blue eyes, her dolls eyes are actually side on being purple, not blue.
Secondly, with your photographic lighting, the doll does not appear to be plastic, but in person most definitely looks like a plastic doll and not realistic like it does in the pictures. Thirdly, the doll we received has horrible kinky, frizzy, what I would describe as chimpanzee hair, that is very poorly glued on, lots of pieces are shedding just by patting down the dolls hair to try to tame the frizzy mess. You can feel clumps of glue in spots as well. It does not remotely resemble the dainty baby hair depicted i your photographs.
The head shape of the doll is not even the same as the one shown online, ours has smaller cheeks, smaller ears and a more bulbous head. I can send pictures if you like. I wish that your site had a review item selection, as she (and I) are terribly displeased with the fact that the doll we received really does not match the quality shown in the online pictures. However, the arms, legs, torso and clothes however, were as depicted and we are happy with the quality and portrayal thereof.
I asked her if she is wanting to return it and she said no, it's ok because she really doesnt want to wait another 2-3 weeks for a replacement doll. I personally, think a replacement would be a waste of time and effort anyway because it is most likely that we would receive another of the same quality as the one we received. With my daughters disappointment, this is not the doll she was planning on touting around everywhere to show off to everyone. All the way around, I am very unhappy with the lack valid and timely shipping and tracking information, the lack of professionalism of your two cs reps and the manager I spoke with, as well as that your product did not meet the standards of the product in your picture.
Please contact me via email, so that I can attach pictures of the physical issues I have outlined above. I do hope that this email helps you address some serious issues with your company - your employees and quality control specifically.
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