ARRRRGH! MyTwinn rant...

[my3kids]

No, they won't resend at this point. After tomorrow, they will do a search(but they have told me at least 4 other times to call on a specific day and they would do a search, then when I call, they say No, call XX date.) That will take about a week. Then, if they finally say it is lost, they would resend. But, then it is only a week before Christmas. I think if it isn't here tomorrow, I will have to order an American Girl doll instead, then fight to try to get my money back after Christmas. She really is hoping for this My Twinn, but I can't hold out hope much longer without having a back up in place. I have called and sent the forms to the credit card company and filed the formal complaint with the Better Business Bureau.

I am near tears because there is absolutely nothing I can do.

Run, don't walk, away from this company. Throw the catalogues in the trash before your DD's ever see them. I wish I had searched for complaints online before I ever got involved in this transaction.

 

[my3kids]

UPDATE

It did not arrive again today and just as expected, they changed the date they would search, but after a few minutes of explaining how very many times they had changed the date on me, they went ahead and did it(so they said.) But...she said if it is lost, there is no way they will get another one here prior to Christams(which had been promised.) She said it absolutely was not possible for me to have this doll for the holiday if the current one doesn't arrive.

So....off to the American Girl website to have something under the tree for DD Christmas morning.....even if it isn't what she wants.

 

[zurgswife]

Ihope you have started a complaint with your CC company...I've followed your saga and it is aweful.....I order American Girl stuff andmy dd loved it...they have lots more options now a days...

Good Luck...

 

[Ellester]

I am so sorry you are going through this! I know what a heartbreaker it can be to disappoint your kids. I've been toying with the idea of getting my dd a My Twinn, I'm so thankful I've read this post! Good luck with American Girl, I'm sure when she sees it under the tree she will be just as thrilled.

~Ellen

 

[stormi65]

Still no doll here either. My daughter does know that she is supposed to be getting one for Christmas. She wasn't to see it until Christmas Day though. She has wanted one for the past couple of years. This company is the worst I have dealt with in several years. What makes me mad is that they say they couldn't get another one to you now before Christmas, but yet on their website, I think they take orders right up to Christmas and say they can deliver before Christmas, though with fedex delivery. We have ordered $240.00 with of merchandise, including the doll from them- yet they can not trace it? I am calling the credit company today and pursue this manner.

 

[Beauty]

Could you perhaps get her one off of ebay? I have never ordered a My Twinn through the company but have bought 9 of them off of ebay and they are the most beautiful dolls. I understand that it might not look just like her but ebay often has any hair color or eye color that you want and then it would get to you by Christmas if you pay through Paypal. Its just a suggestion but if she has her heart set on one it would be better than nothing.

I just can't say enough about how gorgeous these dolls are. It is so easy to get clothes from Wal-mart to fit them (3-6 months) and they are so pretty!! Can you tell I'm addicted to this collection??

Anyway I would be so upset about this as well, just offering another possibility for you.

 

[stormi65]

I just got off the phone with MyTwinn customer service and they have now told me if the doll doesn't arrive by Thursday they will put a trace on it. This sounds similiar to my3kids situation. They are estimating that the dolls take 18 to 20 Business days to ship, and based on that the doll was shipped on November 13th, the 20th business day is Thursday. What a mess.

I still hope we will receive everything, I liked the tip about the 3 to 6 month old clothes fitting. My daughter though really wants a "twin" doll. Keeping my fingers crossed. I am also looking at American Girl dolls as a alternate so she won't be totally heartbroken over this.

 

[Beauty]

I would just be so beyond mad at this point! Its not as if that company is wanting for money, at least I wouldn't think so. The dolls are very popular and as I said very well made, seems like they could be better with shipping. All they are doing is losing customers not to mention the ones that won't ever shop with them because of word of mouth. Its sad!

I'm really hoping it comes and will keep all my fingers crossed for you!

 

[stormi65]

I still hope one shows up for my3kids as well. I have never seen one in person before, but have heard how well made they are. Apparently the company has weak customer service and shipping. What a shame!

 

[stormi65]

BBB Reliability Report
Oprime Aquí Para Español


My Twinn Doll Company
700 W. 48th Av # R
Denver, CO 80216


General Information

Original Business Start Date: January 1993
Local Business Start Date: August 1995
Principal : Ms. Gretchen Everhart Cust. Svc. Mgr
Phone Number: (303) 781-8811
Type-of-Business Classification: MAIL ORDER PRODUCTS

The information in this report has either been provided by the company, or has been compiled by the Bureau from other sources.


Customer Experience

Based on BBB files, this company has an unsatisfactory record with the Bureau due to unresolved complaint(s).
When evaluating complaint information, please consider the company's size and volume of business. The number of complaints filed against the company may not be as important as the type of complaints and how the company handled them.

Closed Complaints
Number of complaints processed by the BBB in last 36 Months: 178
Number of complaints processed by the BBB in last 12 months: 48


Complaints Concerned
Advertising Issues: 12
Outcome of all complaints -
Resolved: 12

Sales Issues: 6
Outcome of all complaints -
Resolved: 6

Delivery Issues: 81
Outcome of all complaints -
Resolved: 77; Unresolved: 1; Company made good faith
effort to Resolve: 3

Repair or Service Issues: 5
Outcome of all complaints -
Resolved: 5

Guarantee or Warranty Issues: 1
Outcome of the complaint -
Resolved: 1

Product Quality Issues: 12
Outcome of all complaints -
Resolved: 12

Refund or Exchange Issues: 23
Outcome of all complaints -
Resolved: 23

Customer Service Issues: 13
Outcome of all complaints -
Resolved: 13

Credit or Billing Issues: 25
Outcome of all complaints -
Resolved: 25

 

[my3kids]

The number of delivery complaints has increased since I first checked! They must keep the website really up to date!

Still no doll here. They did a search and say it is "in transit" but they have no idea where. They can't even confirm if it has cleared customs at the point of entry into the US. My local post office says their tracking number comes up on the USPS computer as an invalid package number, so who knows what that means!

I ordered an American Girl doll on Tuesday. I'm betting it will be here by Friday. Unlike My Twinn, American Girl seems to be a reliable company.

 

[my3kids]

Hey... I wonder if I am the "1" in the unresolved delivery issues above. Heck...I might be famous I'm somebody....I'm #1

 

[kinlaw6450]

I am at one of those BBB complaints. My daughter's My Twinn doll came 2 weeks AFTER christmas 2001 and we bought her early in October. A week after her arrival her eyebrows were chipping off (yes really!) we sent her back insured and tracked and it took another 2 months to get her back. The extra clothes we ordered never came and it took almost 3 months for a credit to show up. The sales representatives were rude and no one had the same information. At that point they were working from their own homes and weren't even able to get managerial help (so they claimed). Never ever ever would I recommend the My Twinn company to anyone!

 

[my3kids]

OMG Kinlaw! This company really is unbelievable! How have they stayed in business??? I'm betting this might be their last holiday season in business. Some of the CS people I've spoken with have alluded to so very very many complaints coming in now. Is there ANYONE out there who has gotten a shipment from dolls orderd this fall????

 

[stormi65]

Your story Kinlaw6450 is another example of the horrendous way this company does business.

They need to drop the bulk mail shipping. They need to re start making the dolls here in the USA, and get some real people to staff their customer service center. No wonder it takes 45 minutes or more on hold to reach a LIVE customer service representative. I recall that MyTwinn at one time actually had catalogs available at Toys R US stores. I wonder if that is still the case?

Supposedly by Monday, we are to know where our doll might be.

 

[my3kids]

I just spoke with an extremely rude customer service person who actually hung up on me! Said there was no way to know where the doll was...that maybe it had never cleared customs and there was nothing that could be done about it.

 

[my3kids]

IT CAME TODAY!!! IT CAME TODAY!!!!

More about it later...but wanted to update quickly. Thanks to everyone for your support. Now we have to get stormi65's to her!

 

[whirlsy]

Great News!!!! Now the big question does she also get to keep the american girl doll?:

 

[BibbidiBobbidiBOO]

Most importantly, does she look like DD and is she in good shape? SO happy for you!

 

[zurgswife]

Glad to hear the great news...I hope she is in good condition ....