Ashton Drake
Complaint 358310 Details

I am writing regarding a doll that I purchased on Nov 12 for my daughter, that is scheduled to arrive on Feb 10th. I have not received ANY notification regarding this purchase, and was really upset when I found out that it would take three months to get it. There is absolutely NO information on your site that this doll would take three months to get here. I do realize that it takes time to make them, but that should be stated on the site, or at least when you have it in the cart and are prepared to purchase it. It is preposterous that you would think that it is ok to have a customer make a purchase that will not be coming for three months, and not disclose that information. This is a 10 year old girl we are talking about who has been waiting impatiently for all these months and asking every day as to when it should arrive after saving her money to buy it, and then using all her Christmas money to buy clothes and so on for this baby, who she won't see for months to come. And then after marking off every day until the 10th when it was supposed to arrive, I decided to call since I had not gotten ANY information at all regarding it, and it is supposed to arrive in three days, and we have not had any communication that it had shipped. I was told that it was on back order and will not be available until the END OF APRil!!!!! REALLY!!! On the order status page it still says that she will arrive on the 10th of Feb!!! I don't know how in the world you run a business like this. I have a daughter in tears, not for the first time, about this doll. She has been awaiting her with so much anticipation and counting off the days, and it is really irresponsible for your company to do this to a child. I can understand that there might be issues with getting these dolls made, but for goodness sakes people, you HAVE GOT TO LET CUSTOMERS KNOW the status of the order and keep them informed!!! I have seen your ads for years, and admired and ordered things from your company in the past, and assumed that you would be straightforward and honest in your dealings. I now see that you don't care about customers and are only interested in getting their money. I can tell you that what you are doing is dishonest and careless, and you can be sure that this will be posted on social media and anywhere else that I can find a venue to let people know about how you deal with customers. I want my order cancelled and I want confirmation about it immediately. I called at 7:30 this morning and was told that it would be taken care of immediately, and I have yet to have confirmation. I really hope that you can rethink your position regarding the horrible communication with customers and that this heartbreak does not happen to another child. It would not be all that hard to keep people informed as to the status of these orders and to be upfront and honest about it instead of trying to get money and then string customers along until THEY have to contact you to get any information. For your information, it STILL says on the order confirmation page that this doll will arrive on the 10th. You should be ashamed of yourselves.