I returned their merchandise June 6th 23'. 2 payments of $15.50 ($31.00) were made on it before it was returned. On may 23rd 2023 I purchased: Dolls Kill order number DK1455473.I purchased this item through afterpay. With changes we are making with our warehouse, we don't anticipate this to be an issue in the future. We understand how inconvenient this can be for our customers and we are addressing this internally to avoid this occurring in the future and to improve customer experience. ![]() This typically occurs when a customer places an order and one of their items may have an inventory issue and is cancelled and refunded by us. Regarding the complaints about orders being cancelled for no reason, this has been due to items from orders being cancelled due to inventory issues. However, we launched a new package protection called Route that will protect future packages and eliminate these types of complaints from being filed in the future as customers will be able to protect their orders with Route. As a courtesy, we have offered exceptions in the past. One cause for missing orders can be theft and Dolls Kill policy states we are not responsible for lost or stolen packages. After reviewing previous complaints, customer's orders have been successfully fulfilled from our warehouse and marked delivered by the carrier however customers that are filing complaints are stating that their packages have been missing. Regarding the "complaints say that their package hasn't been shipped or delivered," this is referring to the many BBB complaints regarding missing orders. BBB reached out to Dolls Kill and they responded with the following: Complainants also state that orders have been cancelled for no reason. ![]() The pattern found is complainants state that their package hasn’t been shipped or delivered. Based on BBB files the company has a pattern of complaints. A review of complaints was done in November 2022.
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