BestRealDoll’s story started in June 2017 when Andy Smith, a well-known sexologist from Germany, set up his own doll research and development company in Hong Kong, China.Andy had previously led a laboratory team to develop dolls that were comfortable and easy to use, more flexible and changeable, and more wear-resistant. However, after several trips and inspections, he discovered that China has the world's leading and most reliable doll production. Here he could push the bounds of doll production, application and development to create more advanced ideas and designs.To stay focused on his founding purpose, the doll brand he created was named BestRealDoll.Since its foundation in 2017, BestRealDoll sales and reviews have proved that Andy Smith achieved his goal of producing the most realistic sex dolls. In 2018-2019, BestRealDoll expanded with branches in North America, Asia and Europe.
BestRealDoll (bestrealdoll.com) has 260 customer reviews on Five Star Index, with an average rating of 4.4 out of 5.
Also known as
bestrealdoll.com
Website
bestrealdoll.com
Category
Adult Entertainment
Location
Santa Fe Springs, California
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 76% of reviews.
Latest
Most recent review: October 2026.
Edits
Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
Score
This company cannot pay to remove reviews or change its score.
I dropped over $1.5K on this, and the quality is absolute trash. Support takes two days just to hit me back
Response from BestRealDollAug 15, 2025
Update on Aug 15, 2025
Sorry to hear that. To help you, could you please provide your order number? Unfortunately, I couldn't locate your order using just your name.
Please make sure you send emails to [email protected]. We will reply to you during working hours. Thanks
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Update on Aug 25, 2025
Could we know your order number? We didn't receive any feedback on orders over $1.5K during the past few weeks. We also "request information" on the Trustpilot dashboard, but no response from you. Please make sure you send emails to [email protected]. We will reply to you during working hours. Thanks
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Update on Sep 4, 2025 (GTM+8)
Hi we did not get any reply from your side. Could you please contact us so we can help you better? Our service email is [email protected] We will reply to you in 24 hours at working days!
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Update on Sep 12, 2025 (GTM+8)
Hi we still did not get any reply from you. We really wish we can help you with your order. Please let us know how to assist: [email protected]
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Update on Sep 26,2025 (GTM+8)
If you spent $1,500 on a doll and were not happy with the quality, but did not contact us for help and left no contact information, and instead wrote a negative review, we may think the review was unfair or made with bad intentions. We may even suspect that you never placed an order on our site and are only trying to harm our reputation.
NP
Nathan P.
disgusting experience
Ordered a doll, but it showed up with 3 fingers broken off and clear signs someone had already used it. Literally the most disgusting experience of my life.
Response from BestRealDollJun 26, 2025
Update on June 28, 2025
Hi, the order number you provided in the Trustpilot requested information is S5012** (The other two numbers are using "*" to keep private), which is not the order number of our website. We also searched your email in our website system, and no order was found. If you are sure you have placed the order from our website, feel free to contact us through https://www.bestrealdoll.com/pages/contact-us , or contact us by email. By the way, if you contact us by phone call, we have a time difference. So, email is recommended.
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Update on June 26, 2025
We’re sorry to hear about your experience and would like to help address this issue immediately.
However, we noticed that the tracking number and email address you provided in your Trustpilot review do not match any records in our system. It’s possible there may have been a misunderstanding or mix-up with a different seller.
To assist you further, could you kindly send us a screenshot of your payment or order confirmation to our customer service? This will help us investigate the issue more accurately.
Thank you for your cooperation — we’re here to help.
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Update: July 16, 2025
The phone number you provided is registered to Amazon’s official U.S. customer service, and your order number does not match any records in our system. Given this information, we have reasonable grounds to believe that no order was placed through our website, and that the negative review submitted may not reflect an authentic experience.
Despite multiple email attempts to contact you, we have received no response.
Therefore, we must address concerns that this could constitute a falsified account or review.
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Update on Aug 15, 2025
We were unable to find a record of your purchase with us. By the way, the phone number you left in the Trustpilot "request information" area is the Amazon official customer support number for U.S. It is not your phone number, and we also can not find your name in our website system. Please contact our customer service at [email protected] to solve the problem.
BS
Brandon S.
What you see is not what you get
What you see is not what you get. It pains me to give them this feedback because there was so much potential. The doll could've been perfect, except for one dishonest marketing twist. The doll that you order from looking at the photos on the website, those stunning eyes and beautifully applied make up, will not show up at your door.
If you look through the website, you eventually come across manufacturing pictures where they show it coming off of the line. There's no make up, there's no handcrafted look to them, and they show up ugly. Sure, their body is amazing, but some people, like myself, want to see a beautiful face, not their uglier sister. It's not even an option. If you ask them, which I did, their ambiguous sales pitchy response was that I could get that done and basically apply my own make up.
Right. Nobody except a make up artist would know how to do what they do. And to make things worse, they're not even allowing you an upsell. They should be offering it, if they're not going to do it upfront, at least an option for an extra 50 or $100, they add makeup. They owe it to us as an extremely high paying customer, to literally get what we see in the pictures.
This, by definition, is false advertising. If anybody has doubt about what I'm saying, look at the reviews on the website, and then compare those photos of dolls that they have received with the beautiful models that they are advertising. If you look deep into the review section, you will see exactly what I'm talking about. Some look good, many don't.
Response from BestRealDollJun 5, 2025
Update on June 14, 2025
Hello Sir
We're really sorry to see your recent message and want to take a moment to clear things up and address your concerns.
After checking our system, we couldn't find any completed orders under your name or email. Still, we truly appreciate your feedback, especially about the differences between our website photos and factory pictures, and claims of false advertising.
Here are a few things we’d like to explain:
1. Real Product Photos:All of our product photos are real and based on actual dolls (with a few clearly marked AI-enhanced pictures). The molds we use are standardized, All same dolls models are manufactured using identical molds, ensuring consistent quality across every unit produced.
2, Lighting: Website pictures use professional lighting to highlight details, while factory pictures are captured in natural light without enhancements — this may create subtle visual variations, but guarantees authentic representation
3, Clothing & Posing: Our website showcases styled presentation shots with clothing and accessories, while factory pictures depict the base doll without additions. This styling enhances visual appeal in artistic photos, though rest assured all factory pictures remain completely unedited.
4, Makeup: All makeup is done by hand. Even with the same model, small differences can happen — just like every leaf on a tree is slightly different.
We always try to match the makeup in the product pictures — and in most cases, it looks about 99% the same. If you have special requests, we’re happy to customize the makeup for you.
Many of our customers also enjoy adding their own clothes, wigs, and accessories after receiving the doll, which makes her look even more beautiful.
If there's a doll you’re interested in, let us know — we can send you her real factory pictures before you order.
A few more things to keep in mind:
We can customize makeup — just tell us what you want.
TPE dolls may lose a little makeup over time. This is normal.
Silicone dolls have long-lasting makeup.
If you'd like extra makeup or tools, we can add those to your order.
We’re always here to help, and we’d really like to give you a great experience. If anything is still unclear or if you have more questions, feel free to reach out anytime.
Warm regards,
Vita
Update : 2025/6/14-------------------------------------------------
After seeing your review, we contacted you several times and you finally responded to us.
However, your request is as follows. I copied your words verbatim as follows:
“I would consider removing the feedback if you are willing to send me a product of my choice, at no cost, with makeup as advertised.”
We then asked you to show us which reviews or product photos seemed misleading. The images you sent were actually positive customer reviews of our products — and while it’s true that the dolls in those photos showed some faded makeup, we’d like to take this opportunity to explain again:
TPE (Thermoplastic Elastomer) naturally releases oil over time. This is not a defect but a known material characteristic. Because of this, makeup applied to TPE dolls — regardless of brand — will gradually fade with use and time.
Despite this, many of our verified customers are very satisfied with the realism, softness, and overall quality of our dolls. In fact, The negative feedback we receive tends to come from people who have not made a purchase and may not have real experience with our products.
While we understand your concerns, we kindly encourage you — as we’ve done before — to try the product yourself if you haven’t already. We're confident the actual experience will speak for itself.
Thank you again for your attention.
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Update on Aug 15, 2025:
Through the email communication, you haven't placed an order from us yet. Please contact us at [email protected]. Thanks.
RP
ryan P.
Flash Sale Bait N Switch
I have purchased the same item twice before from them. Last time qty 4. This time qty 4 on a supposed "flash sale". I paid 95.68 supposedly saving 23.92. But the quality item I bought b4 they substituted an old "different" product worth way less...less than half value and I don't want. I contacted them. They proposed a 10% refund. This is a "bait with a sale" "switch to inferior cheap product" and make double money. Only 1 solution will resolve: full refund...will call the junk back. End of our business...will not buy from them again. Know ...thanks to TrustPilot they offer a full refund if I return the junk they sent is unused. Of course it unused. NOTE: no offer to get me what I ordered this time and 2 times B4. Old fashion guy I guess they are not taking notice of their customers needs at all.
Response from BestRealDollDec 14, 2024
Update on Dec 14, 2024
We sincerely apologize for the inconvenience caused by the issue with your recent order. It seems that due to a delay in updating our product listings, you received a different product than what was shown in the link. Our team is currently working on updating the images and details to reflect the correct product.
We understand your frustration, and we would like to offer a full refund for your purchase. We can provide a prepaid return label, and once we receive the returned product, we will process the full refund promptly.
Please check the email and reply to us. We would like to help to solved this problem.
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Update on Jan 06, 2025
Your order has been fully refunded. Please check. We appreciate your patience and understanding.
CS
Chris S.
My wife ordered me a doll from best…
My wife ordered me a doll from best real doll as a gift and it wasn't until recently I was informed about the fact the order was placed 2 weeks ago . When the website says they ship 2-5 bussniess days . She has called non stop contacted customer support just to be answered by a voicemail that is full . She's contacted fed ex just to be told the label was created but the manufacture hasn't scheduled the doll for pick up . She's also contacted customer service just to be responded by a automated response. Or service is currently unavailable. This is so shady and most definitely a scam if we don't get a full refund of the 800 dollars back or somthing is done about this we will most definitely be fileing with small claims court. Horrible experience and definitely not a reputable company . Makes me wonder if all there good reviews on there site are just as scamming and full of lies as this experience has been .
Response from BestRealDollDec 12, 2024
We sincerely apologize for the frustration and inconvenience you and your wife have experienced. Your feedback is very important to us, and we are committed to resolving this issue as quickly as possible.
To assist you further, could you please provide us with the order number? This will allow us to check the exact status of your order and ensure everything is handled properly.
I’d also like to clarify that our office is based in China, which may result in a time difference. Our phone line is available during our business hours. Additionally, we respond to all customer service emails within 24 hours on business days, so please rest assured that your concerns are not being ignored. You can email us at [email protected]
Once we have your order details, we will follow up with an update on the shipment status and the next steps. Your satisfaction is our top priority, and we will do everything we can to make this right.
Thank you for your understanding and patience, and we look forward to resolving this matter promptly.
AM
April M.
Scam
This is a scam company. Before placing my order, the customer service was excellent. As soon as I paid, the company started telling lies about the order. They claim the label was created and that FedEx is just late in picking up. When I reached out to FedEx, they stated that the pick-up was never scheduled. The company is flat out lying. There was a phone number on the label picture so I called that number and they said they do not know anything about this package. They've been avoiding me. $800 is a lot. I expect a full refund. If not, small claims court it is.
Edit: FedEx finally gave me a delivery date, not changing or deleting my review until I get my doll. I should get some sort of refund for the nightmare I've been dealing with.
EDIT: MY ORDER CAME INTO UTAH & THEY IMMEDIATLEY RETRACTED IT, DON'T DO IT. LEARN FROM ME.
Response from BestRealDollDec 12, 2024
Update on Dec 12, 2024
Sorry for the delay.
Due to the increased order volumes during the Black Friday sales period, the FedEx station is currently experiencing a temporary backlog. As a result, the pickup of your order might take slightly longer than usual.
We sincerely apologize for any inconvenience this may cause and want to assure you that our team is working diligently to expedite the process and minimize delays.
It's glad to know that your package was already pick-up by FedEx. Things are being solved slowly. We have called and emailed them everyday.
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Update on Dec 14, 2024
We sincerely apologize for the frustration and inconvenience caused by this situation.
To clarify, the decision to intercept the FedEx shipment and switch to UPS was made with the goal of resolving the delay as quickly as possible. Unfortunately, FedEx's handling of the shipment was beyond our control, and their unpredictability in picking up the package left us with no other option but to proceed with the interception.
The UPS shipment has been processed, and your new tracking number is UPS: https://www.ups.com/track?loc=en_US&requester=ST&trackNums=1ZE066G70325933991/trackdetails Please rest assured that this method was chosen to ensure a more reliable and timely delivery.
I completely understand your frustration and regret that this experience has not met your expectations. If there’s anything more I can do to assist or address your concerns, please don’t hesitate to let me know.
TC
Tiff C.
Total scam do not buy!!!
Total scam do not buy!!!
Response from BestRealDollOct 30, 2024
Update on Nov 28, 2024
We contacted Trustpilot to request your order information, and Trustpilot responded that you didn't reply. We are looking forward to your early reply. We want to help you.
By the way, please make sure you have ordered from our official website: https://www.bestrealdoll.com/, We don't have other sites. Some scammers copied our pictures and content and uploaded them to another site with a different domain name. If everyone found scammers, please contact us to report them. Thanks
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Update on Oct 30, 2024
Sorry to hear that. To help you, could you please provide your order number? Unfortunately, I couldn't locate your order using just your name.
Please make sure you send emails to [email protected] We will reply to you during working hours. Thanks
CT
Cane T.
Scam company
2 weeks ago i ordered a doll and now fedex status is still confirmed - no changes - i was mailing this company but got no reply - hope i can get money back
Also, trustpilot reviews looks the same, so i think its really a scam company
Response from BestRealDollOct 21, 2024
Update on Oct 21, 2024
Sorry to hear that. In order to assist you, could you please provide your order number? Unfortunately, I wasn't able to locate your order using just your name.
Please make sure you send emails to [email protected] We will reply to you at working hours.
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Update on Oct 30, 2024
Could you provide your order number so we can help you? We sent a "request information" on Trustpilot, but you still have not responded.
According to your "Date of experience: October 01, 2024". Our customer service team was having the Chinese Nation Holiday on October 01, 2024, you can confirm this by searching on Google.
Regarding no update of FedEx status. You didn't tell us your order number, we can't check it for you without your tracking number or order number. Only very a few orders may have no update, if there is still no update about FedEx tracking status, contact us to resend or get a refund. Thanks.
