ARRRRGH! MyTwinn rant...

[Val]

Several Christmases ago I ordered a matching outfit and doll for my middle daughter around the first of November. The doll showed up finally in mid-December in the wrong outfit and they completely screwed up the outfit order (which they admitted), then were out of the outfit/size we originally wanted AND that the misdressed doll was in. Sent the doll back, they return shipped the same doll BACK to me (was in the packaging I had shipped it in, they just returned it).....never got the clothes but was charged and it took forever to get my money back. Kept the wrongly dressed doll out of desperation- by now it was almost Christmas Eve. Ended up contacting the BBB and received a "letter of apology" (before I got my money back, by the way, that took more calls). Although I do MOST of my Christmas shopping online, I will NEVER do business with this store again.

 

[Beauty]

Wow, I have been tempted to order one from them online because I really am very pleased with the quality of the ones I have bought off of ebay but after all of this I don't think I will. I've also heard that the quailty of the older dolls is much better than the ones you buy now.

I guess I may end up buying an American Girl but I just don't like them as well. The My Twinns look so realistic and the AGs just don't to me. Maybe I'll just start collecting Middletons.

 

[stormi65]

We ordered the doll and clothing online on October 18th. She said the doll shipped on November 13th. Okay, based on the shipping date of Nov. 13th, she said to look for the doll "sometime next week." I then asked why so long for it to come from Denver. She said Denver is where some of their operations are, but the doll is being shipped from OVERSEAS!! I then asked about the workshop in Denver and she said that is where concepts are but the dolls are made overseas. She did not say what country. I wish I chosen FedX but I thought ordering it in October and with their purported 4 week turnaround, no problem. Maybe they ship these dolls on a slow - slow boat from somewhere, South Pole perhaps?

 

[stormi65]

How was the quality of your doll, I mean did it resemble your daughter?

 

[Val]

The quality of the doll was excellent, on par with American Girl. Emily still has it, and my oldest DD16 says it looks like her middle sister's "evil twin".....gives the oldest DD nightmares, so I guess it must be a dead ringer for Em!

 

[stormi65]

My DH looked a little freaked out when I said it is a pretty big doll that looks lifelike. I think he was thinking of Chucky or something!!!

 

[shaws2003]

We had problems when we ordered one for our DD last year. Because it was a Christmas present from santa, we had it shipped to my MIL's house. We also ordered an outfit which they sent the wrong size. After sending that back, they sent the correct size -TO OUR HOUSE! My DW was really mad. Now, looking through the catalog, it seems the prices have dropped significantly. I think we paid something like $140.00 or something, and I think DW said they were less than $100.00? So, needless to say, our MyTwinn experience hasnt been great, either. Good luck!

 

[aunties]

I ordered My Twinns for two of my nieces about three years ago. I remember stressing out the week before Chirstmas because they still hadn't arrived. I think I called on a daily basis. They did arrive on time (on two different days) and they were so like my nieces it was scary. One niece is adopted from Korea and her doll was the perfect image of her. Even her little brother was amazed that they made a Stacey doll! My other niece is a teenager but the doll was a perfect likeness of the picture at age 4 we submitted. In my opinion, they were worth every penny and the stressful time waiting for them to arrive.

I hope yours arrives on time as is as wonderful as the ones I ordered.

 

[my3kids]

I'm REALLY scared now! I figured if it ever came I could send the clothes back if they didn't work, but now, who knows if I'd ever get my money back. Also real questions on whether the clothing will be the right items, or not.

Maybe the mail man will have good news today.

 

[my3kids]

Tuesday update: No doll again. I filed a complaint with the Better Business Bureau and got a phone number for a manager. Next call...my credit card company, then I guess American Girl.

 

[my3kids]

Called again and did get through to customer service. Now, they have added another 8 days before they will do anything. Said to call next Tuesday!!!

 

[stormi65]

I ordered my doll the day after you did. (October18th) I was told it should arrive sometime next week. The shipping date was November 13th. When did they say yours shipped? The length of time from shipping to delivery is ridiculous. Since it takes so long, and it is made somewhere overseas, I really believe it is coming by a tugboat. Or from a terribly remote village on the opposite side of the world. Please update if you find out anymore, or do receive your doll.

The company should be upfront that the dolls are not made in this country and to expect lengthy and slow shipping delays. The 4 week turnaround time is totally misleading.

 

[my3kids]

Mine was shipped Nov. 10. They say it should arrive 11 to 16 days after shipping. They say 18 days at the outermost. If next week is right for you, I should get mine late this week or early next week. Keep me updated too!

 

[stormi65]

Any news or has it arrived yet? We are still waiting.

 

[my3kids]

stormi: Progress, but still no shipment. When I talked to customer service last I asked for a supervisor. They won't put you through to one, but did offer a call back from one within 72 hours. She called a couple of days later and agreed to go ahead and do the postal search now, and not wait until the middle of next week. I have not gotten the doll yet, and no call back from them, but I am supposed to call if it doesn't arrive by Monday, and they will resend the order, from Denver this time.

I talked to my letter carrier as she has been so helpful, actually calling me in the morning to tell me if the box was at the post office yet! I asked what a search meant and she said bulk rate packages were scanned when they entered a major postal facility. The search would determine where it was currently sitting. BUT, bulk rate mail is allowed to sit at any stop until they get caught up with all other classes of mail. She is afraid the search will send it from one station, but it might sit at the next station again.

We received another of their catalogues in the mail this week. My DH and I sadly noted that it said "Order by December 17 for Christmas Delivery" I told a friend I guessed that was Christmas of '05!!

 

[stormi65]

Doll Turnaround Time

Q. How long does it take to make a personalized My Twinn doll or a personalized My Twinn Baby?

A. Personalized dolls and babies typically ship from the Workshop according to the current catalog delivery estimates after My Twinn receives your personal profile and order form. Currently we expect dolls to ship within 4 weeks of receipt of profile. Allow additional time for shipping..

Sept. 1– Oct. 20 4-6 weeks

Oct. 21 – Nov. 17 5 weeks

Nov. 18 – Dec. 7 by Dec. 23rd

Dec. 8 – Dec. 20 call 1-800-469-8946 for availability and pricing

Dolls for January Delivery 4-6 weeks



So basically expect 4 weeks or so for them to create the doll and about another month for it to shipping.

I will keep you posted as to when it arrives. You are right about the Christmas '05!!!

 

[stormi65]

I found this in COMPLAINT OF THE DAY online:

RE: My Twinn Doll Workshop - late delivery of second doll, unable to cancel order

I ordered two dolls from My Twinn Doll and my credit card was charged 177.90 X 2 on 11-23. I was promised delivery before Christmas. I received one doll 12-20, and I called the company looking for doll 2.

They informed me that doll 2 was an oversite and they would get to work on doll 2 immediately. On 1-15 I called looking for my doll, they assured me that I should be receiving the doll "any day"now and their company was going to credit my discover card by $37.95 because dolls after Christmas are $139.95. On 1/21 I called looking for my doll and $37.95 on credit card.

They assured me everything was fine, and it should be "any day now". Called 2/1, asked to speak to a supervisor.

The girl could not transfer me, (I would get disconnected). I suggested that she take my phone number and have a supervisor call me. She said that would take weeks, the supervisors are backed up with other complaints. She put me on hold to check something. After about 5 mins she came back on the line, and informed me that my doll has not even been started yet.

I asked her to cancel my order and credit my discover card. She could not guarentee when that would be... billing dept is backed up!!!

I have registered this compaint with the Denver/Boulder Better Busines Bureau, logging my complaint: non-delivery of goods, misrepresentation to the customers, credit/billing problems and their selling practices. Just the fact that you can not speak to a supervisor or get a telephone call returned tells of this companies integrity.

Also when I called discover, the operator that was taking my dispute was familiar with their company, apparently other people have had problems with them as well.

 

[my3kids]

I called back today as the customer service manager instructed me to do. She assured me when she called the notes would be in the file and whoever I spoke with would be able to resend the package. There were no notes from the supervisor, no postal search was ever done, and they refuse to discuss the lost shipment.

I'm stuck. They have my $200. I have no gift. They won't help me. What do I do?????

 

[BibbidiBobbidiBOO]

I feel so bad for you. We did not have trouble receiving DD's Twinn doll, but that was about 4 years ago and not at Christmas. Since then I ordered the little sister beanie doll(can't remember what she was really called!) and some outfits WELL ahead of DD's b'day(2 years ago). It was like pulling teeth to get the items. The doll sold out and they sent me a card AFTER I had ordered by phone. Then the outfits were backordered. It took several months and lots of calls to straighten out the mess. I think I got a little $5 credit for my troubles(had to get DD another b'day gift that year). Anyway, I have not ordered from them since. American Girl, on the other hand, goes above and beyond on shipment expectations and customer service. The Twinn dolls are very nice, but the customer service stinks, IMHO.

 

[stormi65]

I feel terrible for you. What is their position on the shipment? Are they prepared to resend the doll? Our cost is also over 200.00 for the doll and clothing. I look out every day on our front porch hoping to see a tall box from them. You need to call your Credit Card company and dispute the charges ASAP.

Please keep me informed, hope this turns around for you.