Nicole G.
Warning, the $20 endless edit upgrade is bait!!
I placed my order Dec 2nd. I payed $20 extra for endless modifications. I rcvd an email that my order would be done 2-3 days. That dodnt happen. I had to reach out multiple times for ETA. It wasn't until 12/28 they sent me my viewing photo but it was missing some requests I had made on my order form (a penguin in the hands of the doll) since they advertise some holding flowers & other pets...I didn't think this was a big deal. Also, I paid $20 extra for endless edits. When I pointed out the missing element they tell me it will cost an additional $10. This was NEVER told me when I placed my order. It was NOT listed ANYWHERE on their website. Very very frustrating its now 1/3/24 and I still dont have my order. This company asks u upon order all the things u want customized & offer a $20 endless edition option but then will NOT do any of ur custom requests unless you pay even more $$$. It feels like they know these orders are important to people so they Nickel & dime you at the end with surprise fees and some people will take the bate because they waited so long as it is and just want the item. It's a terrible shame that they are not transparent with they fees!! Why ia the $20 endless edit fee offered upon check out of it will NOT cover the edits you request? If there are guidelines to what a "edit" is considered that should be communicated at check out when that upgrade is added to chart. I'm disappointed and frustrated
Response from My DollfyJan 3, 2024
I want to sincerely apologize for the frustration and disappointment you've experienced with your order. I understand the importance of this item to you, and I deeply regret that the process has not met your expectations. Regarding the missing element and the additional fee for edits, I acknowledge your concerns. I apologize for any confusion caused by the lack of clarity on our part. While we strive to accommodate customization requests, certain additions or modifications may incur additional fees. However, I understand that this information should have been communicated more transparently, and I apologize for any inconvenience. I want to assure you that your feedback is crucial, and we will use it to improve our communication and processes moving forward. If you have any further concerns or if there's anything else we can do to address the situation, please let us know. We appreciate your patience and understanding. Thank you for choosing My Dollfy. Best regards,