Mary S.
DO NOT PURCHASE FROM MY DOLLFY
This is the WORST company I have ever dealt with. They will take your money and run. I am a first time mother that just moved to a new home. I paid for the unlimited edits for my baby’s mobile with a doll of my dog. I approved the last set of photos. However, when I opened the package, there was green stitching and super glue all over the back of my dog’s head. Keep in mind, my dog does not have green fur. When I looked back on the approval photos, I noticed I did not get a photo of the back of my dog’s head. Hmm, wonder why… When I reached out with my concern, the company accused me of making these edits because I did not open the package right away. You would think a company that sells BABY MOBILES would be more understanding of the hectic life of getting ready for a newborn. Also, who accuses their customers of that? Totally unprofessional. I agreed to a $20 refund and tried to move on. About a week later, my fiancé was unpacking boxes and decided to put the mobile together. He discovered that the hanger (shipped separately) was broken. I sent a picture of the broken hanger to My Dollfy with the request for a refund. This is their response: “We completely understand your concern. However, your order was successfully delivered on September 26, and the issue was only reported more than two weeks later. In such cases, we’re unfortunately unable to offer a refund or replacement, as any damage occurring after delivery is considered customer-handled. From the attached photo, it appears that the hanger was bent or broken by force, rather than a shipping defect. If the item had arrived damaged, it should have been reported immediately upon delivery so we could have addressed it right away. We truly appreciate your understanding on this matter.” Are you kidding me…? There was NO protective material in the box preventing the hanger from being broken. Keep in mind, I am a pregnant first time mother that just moved to a new home. Unboxing packages is not a priority. You cannot charge a customer for a broken product and blame it on them. My Dollfy does not care about growing families. They will steal your money. And see their reply? They will blame everything on you. Like I said, My Dollfy does not care about busy growing families who just moved into a new home for their newborn. Better open that package right away!
Response from My DollfyOct 14, 2025
Official Statement from My Dollfy We would like to address the recent feedback regarding the damaged hanger and the overall experience. Our team takes every concern seriously and always strives to resolve issues fairly and transparently. However, in this case, the customer received both the doll and the hanger on September 26, but only reported the hanger issue more than two weeks later, on October 13, without any unboxing video or timely proof that the item arrived damaged. At My Dollfy, we kindly ask all customers to inspect their packages upon delivery and contact us immediately if there is any issue. This policy allows us to investigate with the shipping carrier and provide a proper solution. Unfortunately, when damage is reported long after delivery, it is no longer possible to determine whether it occurred during shipping or afterward. It’s important to clarify that the $20 goodwill refund mentioned earlier was issued for a separate matter concerning the dog doll, which the customer had reported promptly and which we resolved with understanding. However, after that case was closed, the customer later demanded a full refund for the broken hanger — an issue reported much later, despite both items being delivered at the same time. While we fully empathize with personal circumstances, it is not reasonable to use them as justification for not inspecting an order for over two weeks. In fairness, we must also protect our artisans and business from claims that cannot be verified after such a long period. From the provided photo, the hanger damage appears to be caused by bending force rather than a shipping or manufacturing defect. Additionally, no other customers have reported a similar issue, reinforcing our belief that the product left our studio in perfect condition. Given the timing, lack of supporting evidence, and pattern of repeated refund requests despite prior resolution, we have reasons to believe that this behavior may not have been made in good faith and could have been intentionally harmful toward our business. We truly value all of our customers and deeply regret that this experience has led to misunderstanding. However, given the facts, we believe our response and resolution were fair and aligned with standard business practice.