The MLP Arena
TCB => Trader & Shipping Support => Topic started by: WinterSparkle on December 20, 2012, 11:15:33 AM
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I ordered on the 17th of October, sent a mail in November and I still have not recieved anything or gotten an answer...
Anyone can help?
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*hugs* I don't have much advice, but I wish you luck. Even with international shipping that order is clearly long overdue. Dollyhair is notorious for not answering e-mails. As annoying as it might seem, I would suggest sending your e-mail again, maybe about once a week, until you get a response.
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I am sorry you are having issues, as it seems there are others who are having a very hard time with communications with her also. She did come on and try to explain in the last thread that was started, but there was no resolve it seems. Hopefully she will see this thread and address your issue.
But I am dropping a friendly reminder now for this to stay on topic. The first sign of is straying off in to anything other than the main topic it will be locked Thank you :hug:
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Thanks guys <3 And yeah thanks for the info PL.
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Is it to late to open a paypal claim?
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I think so considering it's over 60 days
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:( that sucks. Maybe it's time to add her to the bad trader list?
I guess if I were in your shoes, I would be emailing her at least once a day an if that didn't work, I would look into legal options. Like reporting behavior to the better business bureau or something. Being overseas leaves you really limited in what you can do. You can always call Paypal and ask them if you have any options left open to you with them that you don't know about.
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Sometimes if you email her with "URGENT" in the subject line, she gets back to you a little faster.
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thanks for the ideas, gals :) I'll try them
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i ordered mid nov and received last week, so it could depend on what you ordered - i know my order took longer for that reason (but the product when it arrived was fab!!)... you could always try sending an email with a read receipt, that way you'll know if it's been read. you can still let paypal know, as they say they like to be informed even if it is past the 45 day mark, just so they can know if some have repeat problems. good luck!!
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I've placed an order on 23rd of November (I guess it was shipped at the beginning of december and got into the whole christmas mailings)
It normally takes 3-4 weeks to arrive so it's still in time.
Oh and I always received an answer when I emailed Dollyhair with any questions.... I guess it's just a super busy time and prolly slow with answering mails?
Anyway I hope for all of us that the shipping is just slow and we'll receive our ordered stuff soon! =)
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Shipping is often slower than usual at this time of year, but your parcel should been sent quite a while ago :huh: . The lack of communication is what is more worrying . Hopefully Tina will reply soon and sort things out, but in the meantime it wouldnt hurt to email her again and put "Urgent" in the title to get her attention since she is probably busier than usual at this time of year .
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It's unfortunate that you are dealing with this. Sadly, as Dollyhair seems to be a cottage business, you won't be able to contact the BBB to make any headway. Have you already searched her country/state's records to see if she is actually legally incorporated and has official contact info that way? Or perhaps she is the owner of her web domain? You are able to track where a business is located and their contact info through these details. I would continue to send her a weekly request for a refund through Paypal. Your next step perhaps could be to retain a lawyer and file some small court claims paperwork. It's sad when a business owner does this but maybe some legal action will startle her into reality.
I've added her to the Bad Traders List but there has been no official announcement of her inclusion, so many people are still being caught off-guard. :(
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Maniah, there is never any official annoucement for anyone that LBS's puts on her list. ;) It is usually by LBS's own discretion on information she receives or see's, to which then she decides to add someone to the "Bad Trader List". Which we can all be thankful for the time and effort she puts into it.
But if an sort of "Official Announcement" is to be made about any company or individual it will be by a Mod or Administration.
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Thanks for the clarification. I wasn't sure if LBS meant that announcements were normally made, when she pointed out that one had not been made, so it had confused me a bit.
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Occasionally, there are public announcements; usually pertaining to banning, but not always. :)
The original thread where people were inquiring about support with DollyHair was in the Customs board and became quite lengthy (as well as locked! :D ) when it was obvious that Customer Service was "closed for the holidays", as it were. But not everyone looking for help with their transactions is going to think to check the Customs board. And locked threads no longer are visible so people weren't able to go and see the discussion afterwards.
But someone made a post here in TS so now it can be assured that we, the community, have done our part to keep our pony-neighbors informed. :)
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thanks baby squirmy :) anyone got hold of her?
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And locked threads no longer are visible so people weren't able to go and see the discussion afterwards.
A quick use of our search function will bring up what you need ;) It does not have to be an active thread to find out the information you are seeking.
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Thanks for that bit PL. I was confused for a sec.
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Your welcome rybett! That bit of information quoted was a tad misleading.
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And locked threads no longer are visible so people weren't able to go and see the discussion afterwards.
A quick use of our search function will bring up what you need ;) It does not have to be an active thread to find out the information you are seeking.
Very true! It is also true that if you don't know the thread exists, you might not think to search for it. :)
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If you don't know about a thread, does it exist?
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Sadly, as Dollyhair seems to be a cottage business, you won't be able to contact the BBB to make any headway.
While Dollyhair isn't accredited with the BBB, she is still listed with her local BBB and you can still file a complaint through them. So while the BBB doesn't have any jurisdiction over her business, the complaints would show up on the listing.
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Sadly, as Dollyhair seems to be a cottage business, you won't be able to contact the BBB to make any headway.
While Dollyhair isn't accredited with the BBB, she is still listed with her local BBB and you can still file a complaint through them. So while the BBB doesn't have any jurisdiction over her business, the complaints would show up on the listing.
The BBB can't do anything, and is a business itself, not a government entity. You can file a complaint about a business, but the business isn't obligated to reply or address the complaint. Not to mention their shady practice of offering to remove complaints for a fee.
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As I said, I know the BBB doesn't have any jurisdiction over her. But it is a channel through which you can file a complaint that they will send to her, and when/if it gets posted to their site, other people looking up information about her business could see those complaints listed. So while it may not do anything, it doesn't hurt or cost you anything to just file a complaint. I know if I were a business owner and started getting complaints from the BBB it might make me want to change some things.
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I just wanted to peep in here... I was always afraid to speak up about my problem I had with Dollyhair like a year and a half ago (or whenever Tina was having her baby...)... it was my first order ever, she had had great communication with me because I had e-mailed her and asked her if she could recommend some hair colors for certain ponies because I had never purchased hair, etc... she sent me two samples (the little plugs on cards), and it was great. I hopped online right after that and ordered that hair from her.
Well it never arrived, and I got no communication. I pestered a person on Facebook who apparently WAS having communication with her, so much about it, that they got mad at me... I knew she was busy with having a baby, and all I wanted was someone to say, "I'll ship it as soon as we have this baby" or "I won't get to it for a little bit"... close the store, etc... she finally did put up a notice about it... took a Paypal dispute to get my money back.
I really never wanted to say anything because I thought I was the odd case out, and I know she's a huge provider of pony hair and I personally don't know where else to shop so I don't ever get to do customs because now I'm gunshy of ordering from here. I'm glad someone else posted... thank you all, mods and users. :)
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Glad you shared, Sunshine. Unfortunately I think things like that happen too much - someone is well known and 'trusted' in the pony community so people don't speak up about their experiences. We should always share when things go wrong so that other people know things aren't going well and can be careful.
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I just filed a complaint with the BBB over a similar issue with DollyHair, though mine is only from November. I also found a site called Rip-off Report, where people can file complaints about companies as well. From what I understand, they are merely there for people to file about companies and don't actually do much with them, just post them on their site for others to see.
I think the other hard thing with getting upset over small businesses, like DollyHair, is that you know it's just one or two people, and most of us are understanding when life throws something your way. Even though I got one of my two orders from November in a timely manner, I was patient with my second one because I know the holidays are a busy time. Then after seeing her note on the site about backlogged orders shipping out on the 2nd, I figured mine would go out at that time as well.
I hope you're able to get things worked out WinterSparkle! Good luck!
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I wish people had come forward with these issues much sooner. I am sickened to hear that this has been going on since 2006! Seriously, DollyHair would have been one of the first entries to the Bad Trader List if I had known. :(
It does not matter if you are a international conglomerate with thousands of workers or a woman in her basement with a spooling machine, if you advertise your business on the internet and accept payment from customers, you must behave in the same professional manner as each other because you appear to be the same thing to your customer - a BUSINESS. No excuses. If a situation arises that means that shipping and order processing will be delayed, a notice needs to go up on the website immediately and Paypal needs to put her account on "standby/vacation" so that people can't send money and expect services/product.
Seriously this makes me so mad on behalf of the pony community that I'm gritting my teeth and growling as I type. :(
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Squirmy Dear, you do an awesome job taking care of us. You can't know everything though. I personally had good luck with DH for all but the last two orders. That seems to be a normal thing; six of one, half a dozen of the other as far as experiences go.
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That's just sad it has been going on since then, I mean I got into the community and customizing in 2008, and I NEVER had any issues with her until now... there was a time in 2010/2011 that I started to order from a few other places just to see what they had to offer, plus since I heard there were problems with DH. Then now I decided to try again since i wanted some colors from there, and it just went wrong.
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@Wintersparkle Did you use a Credit Card through Paypal? SOmetimes credit card companies have a longer dispute window and you may have an option there.
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You are not alone Sunshine. I know a couple people directly who I will not name out of respect for their privacy who think that Dollyhair gets special treatment because she has been around for so long and they are afraid to speak up because they think the moderators will just make excuses for her and then lock and hide the posts. They are of the assumption that because she is the only one who carries those hair colors that no one will stand up to her and no one will back the people who DO stand up to her. So they stay mostly quiet unless someone else says something first.
:( I'm sorry that you feel this way Maniah, but please be assured that no-one gets special treatment just because they've been around a long time. Neither will we make excuses for anyone, and threads only get locked or removed if it becomes a flame war/gets personal/ breaks Arena rules... that kind of thing . We would not delete someones trader support thread just because they have an issue with someone else who has been in the community for a long time. TS is here to help protect the community and so that members can speak up if they have problems - whoever those problems are with- and we can try and help to resolve the issues. If people dont speak up, then how can anyone know what potential problems there are? so of course we encourage people to post here if they are having a buying/selling/trading problem ;)
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Have you heard anything yet, WinterSparkle? I've been e-mailing Dollyhair a couple of times a week for the past few weeks and still have not heard anything. (I tried calling the two phone numbers I have for them as well and have never gotten anyone to pick up the phone on either.)
I mean I know we just had christmas , but I stared e-mailing long before christmas and now christmas has passed. Their website also no longer has the message about being swamped and not responding to e-mails, nor does it have anything about being away for the holidays, so surely they should be up and running again now and able to respond. It's upsetting me greatly that I still have not heard anything after weeks of repeated attempts to contact them. It's just so unprofessional. I feel like I am being completely ignored as a customer.
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That's because you ARE being completely ignored as a customer. *comforts* I hope you manage to get it sorted out. Do you maybe have a secondary email you can email her from just in case you are going in the spam folder!
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This makes me so sad... I really love their hair! :(
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That's because you ARE being completely ignored as a customer. *comforts* I hope you manage to get it sorted out. Do you maybe have a secondary email you can email her from just in case you are going in the spam folder!
I have sent from multiple e-mail addresses, yes. I just wish I had an account that let me use read receipts to see if the messages have been read. My business account should allow me to do that, but it doesn't.
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Well I appreciate this thread... is it something that, if we have someone ask us about using DH that we should mention this occurring? I wouldn't want others to send away their hard earned dollars and just be left hanging, but I also don't want to be the one who's running around talking "smack" about someone who's running a business...
I do understand where Maniah is coming from, I personally don't have any negative experiences with that kind of thing, but I do know from real life experiences, sometimes it's hard to want to bring up something against the "popular kid", if we were to relate this to high school. But I do also believe that the mods here have been fair and helped me in any issues I've had, so I do appreciate feeling like I CAN talk to the mods about someone who may be a well known, well loved member who I have a problem with...
Anyway, sorry for the babbling, I was just happy I could share my experience, I would love to be able to share a positive one as well about DH, and I hope in the future I read about how happy everyone is with their service and product, etc... and then I would gladly buy from her again! :) I'm dying to, quite honestly...
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Well I appreciate this thread... is it something that, if we have someone ask us about using DH that we should mention this occurring? I wouldn't want others to send away their hard earned dollars and just be left hanging, but I also don't want to be the one who's running around talking "smack" about someone who's running a business...
I do understand where Maniah is coming from, I personally don't have any negative experiences with that kind of thing, but I do know from real life experiences, sometimes it's hard to want to bring up something against the "popular kid", if we were to relate this to high school. But I do also believe that the mods here have been fair and helped me in any issues I've had, so I do appreciate feeling like I CAN talk to the mods about someone who may be a well known, well loved member who I have a problem with...
Anyway, sorry for the babbling, I was just happy I could share my experience, I would love to be able to share a positive one as well about DH, and I hope in the future I read about how happy everyone is with their service and product, etc... and then I would gladly buy from her again! :) I'm dying to, quite honestly...
I think this is a very fair point, Sunshine.
I was a bit surprised to find out that many of these issues have been happening for years. In my own orders (of which there have been maybe 4), one was delayed because she was down a person this summer, one from last month had no issues, and the second for last month is MIA.
As a newbie, I went with DH because that's what the community was using. I'm not saying that I'll never order from them again, but I know I won't be ordering if I need the hair for a swap or any custom that needs to get done in a timely manner.
Good product, poor customer service, is what I'm taking away from all of this.
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Pretend you went to Wal*Mart for a moment. Pretend your cart is full. You just paid, but the cashier takes your buggy and drives it into the back, behind doors you cannot pass and ignores your protests. Are you going to call a store manager or the police regarding theft of your property? Well, of COURSE you are!
This seems like a pretty valid comparison to me, really. I know a lot of people want to give dollyhair the benefit of the doubt because "well she has a lot of orders to fill" or "well its the holidays" or "well she had a baby a while back." But none of those situations in any way excuse her behavior. If she wants to run a business, then she needs to be able to meet her obligations and act like a professional, no matter how big or small her company is. Right now she is not acting as a business professional and I think it's absolutely deplorable. I just wish there was more that could be done.
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She did mention she is in some legal trouble with her husband a couple of weeks ago when she last posted. Hopefully, she isn't in jail or in a hospital.
But yes, overall, this is a very unprofessional situation.
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I placed an order with DH a few days before Christmas and it arrived today. I had been previously notified by e-mail that one of the limited stock colors I was interested in was no longer available and issued a refund; everything else in my order was fine. It seems that orders are still being filled and shipped, but that the owner is behind on correspondence about orders that went missing in the mail or had mistakes like missing hanks. I agree that correspondence from DH should be more timely (at least to let people know that the problems are being looked into). I know it must be frustrating for everyone waiting to hear about a problem order, but I hope it's a good sign that orders are still being shipped--it doesn't sound like DH is deliberately trying to disappear completely with everyone's money. I hope that everyone with missing/problem orders is able to get a refund or a resolution soon!
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I sent a mail to her yesterday cuz I'm waiting now 6 weeks (placed an order on 23rd of November)
Not sure if I should open a paypal disput cuz I never had any problems before.
Sometimes the german customs grabs the sendings from dollyhair so it would not dollyhairs fault if there's a delay.
Difficult situation for me now :huh:
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Please keep this on topic. It is to discuss who is having trouble with DH. It is not a place to discuss other hair suppliers. Thank You. PonyLady
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I sent a mail to her yesterday cuz I'm waiting now 6 weeks (placed an order on 23rd of November)
Not sure if I should open a paypal disput cuz I never had any problems before.
Sometimes the german customs grabs the sendings from dollyhair so it would not dollyhairs fault if there's a delay.
Difficult situation for me now :huh:
I would open a claim before it's too late. If your items show up then I'm sure it can all be straightened out, but if you miss the claim window you are out your money and your products which has happened to others before.
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Maybe this is a really stupid question, after all, I don't really have anything to do with this, but... Is she really the only one in the whole wide world who sells these exact pony matches? Isn't there a way for collectors to get the hair directly from her source? At least I always assume she has a source, as I can't imagine her actually making the hair.
Ok I'm NOT trying to find or discuss other sources of pony hair - but I did always wonder this myself, I mean, she has to have a source right - she's not cranking out this nylon hair herself... or is she?? I mean, I suppose it could be - SOMEONE has to be making the nylon hair...
So I don't think it's a stupid question... lol, unless we're both just that silly... :D
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Maybe this is a really stupid question, after all, I don't really have anything to do with this, but... Is she really the only one in the whole wide world who sells these exact pony matches? Isn't there a way for collectors to get the hair directly from her source? At least I always assume she has a source, as I can't imagine her actually making the hair.
Ok I'm NOT trying to find or discuss other sources of pony hair - but I did always wonder this myself, I mean, she has to have a source right - she's not cranking out this nylon hair herself... or is she?? I mean, I suppose it could be - SOMEONE has to be making the nylon hair...
So I don't think it's a stupid question... lol, unless we're both just that silly... :D
She said in a previous post that the gets it from the same source that Hasbro gets it, and has an exclusive agreement with them to be the only distributor of genuine MLP nylon hair (aside from harvesting it from Hasbro ponies).
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Seriously guys, I am not going to drop another warning because this will make three. I would hate for this thread to get locked like all the rest because a warning is ignored. Keep it on topic! It is to deal with issues people have had with DollyHair directly. It has nothing to do with where she gets her hair. It has to deal with her poor business practices that she refuses to correct.
Thank You!
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Sorry PL - I wasn't trying to go off topic, I was curious about the hair itself, should've posted in another topic about it. Anyway I hope that everyone can get their hair orders resolved, I will be keeping an eye on this post as I would absolutely LOVE to put in an order with DH!
(Sorry again PonyLady! :yikes:)
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Yes, please try and stay on topic everyone. I'd like this thread to be able to stay open to make sure people are aware of these problems and to hopefully get some resolutions sorted out :\
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Yes, please try and stay on topic everyone. I'd like this thread to be able to stay open to make sure people are aware of these problems and to hopefully get some resolutions sorted out :\
Same, the other topics regarding DH keep getting locked. I emailed her over a week ago to find out what, if anything, is going to be done about the drastic change in the weights of the hanks before I place an order, and she hasn't gotten back to me. I just found this thread and plan on watching it. Just glad I waited on actually ordering. It was said earlier too, she doesn't have the 'delayed email response' message up anymore, and nothing about being away for the holidays, so there is no excuse to not be answering her customers' questions and concerns - there never has been, really. I don't care if stuff is being shipped to be quite frank, because there are issues with what is being shipped, and communication with her customers (without whom she'd have no business) is the most important and she needs to devote more time to taking care of emails. Has anyone heard from her lately? I know in a past thread some were getting responses, myself included, while others weren't, so I just wonder if any of that is going on again, or if it's just no response all around. I'll be resending my email tomorrow, I'll give her the benefit of today being another holiday, but I'm fed up with the excuses and would just like a response.
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I'm coming up on 3 weeks since my e-mail was sent (the first one, I've re-sent it several times.) I know there were holidays in that time frame, but there have also been plenty of business days.
Two days and then I file with paypal. We'll see what happens.
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:/ This is really disappointing considering a couple threads ago she said she was really gonna work on the customer service aspect when she saw how big a deal it is to us. And yeah, I know the holidays are a busy time in general, but there are plenty of business days in between like you said.
Good luck. I hope it doesn't come to filing a claim but if it does I'm sure that will kick her into gear. I'd hope at least anyway.
If I hear from her I'll post here, as my question was regarding the hank weights and she never really gave us an answer on that, and a lot of us were wondering if anything would be done about that.
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I think your best bet at this point is to file a claim. Because I do not see that she is willing to come on here and address your issues. Or she would have already :huh:
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I gave her a deadline in my e-mail, so I won't file until that deadline. Sadly this has ben the exact opposite of my only other prior encounter with her, where she answered quickly and did more than enough to makeup for my issue. I did want to give her plenty of time to respond on her own until filing, so she gets the full 3 weeks and then we're done.
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I seen to have missed a lot here, I didn't get notified in my mail that new messages was here.
Now I am here though, and to update, I still have not recieved anything.
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I sent my email to her again today. I'll be doing so at least once a week until she responds. I haven't had issues with her responding to me in the past, but lately she hasn't been responding to them. My other ones didn't really need~ a response so I can tolerate it I guess, but I need a response to this one. Sorry to hear others are having the same issues :/
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Well, I reached my deadline with no response, so I just filed with paypal. Since she doesn't take paypal directly the claim went to the 2checkout middle man, but the claim form asked where the item came from and also gave me an option to request a refund amount. So We'll see what happens.
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Good luck, NoD. Hope you get your refund swiftly!
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Sorry it came to that NoD :/ I hope you get your money back soon, and I hope it gets her to respond, especially since you've emailed several times. This has gotten so ridiculous.
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Well, I reached my deadline with no response, so I just filed with paypal. Since she doesn't take paypal directly the claim went to the 2checkout middle man, but the claim form asked where the item came from and also gave me an option to request a refund amount. So We'll see what happens.
I would guess that I am dealing with 2checkout as well, since that is the name/company listed with Paypal for the claim I filed with them regarding my order that I never received. Though I did make sure to mention DH and their website in my complaints.
Whomever it is that's handling the claim with Paypal did get back to them, so Paypal is reviewing the case and I'm playing the waiting game for my money. From what I can tell, Paypal asked for shipping information; but all it says under the claim under tracking number is 'seller.' :huh:
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Anyone know how to claim if paid with credit card not paypal?.
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You'd have to get in touch with your credit card company and file a charge-back.
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Ok thanx
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As for my issues with dolly hair, I tried and tried to get in touch with her about my order taking 21 days from the time the payment processed and my order being light, even by her assertions that 11 grams was normal (it's not. She lies). half of my order was around 6 grams and the other half was less than 10 but more than 9. I tried e-mailing her, sending her pm's, contacting her facebook and calling her. I got no response through electronic means and her answering machine says not to leave a message because she won't check it. Plus her phone asks that you identify yourself before it puts you through. So she hears it and ignores it forever after that.
*edited for content*
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She doesn't use the arena much anyway and after her last post saying she was "puttting an end to to" it doesn't seem like she's interested in coming here to address customer concerns. So on one hand I can see that it might make some of US feel better, but I don't see that banning would send her much of a message unfortunately. I'm sure she wouldn't see it as much of a hindrance to her business since she doesn't use the arena to sell.
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I was a little bit miffed when I ordered several stands of hair and asked for a sample, but didn't get the sample. I would be more than annoyed if my entire order had gone missing.
I didn't notice too much of a difference in my order, but when I was done rehairing Maggie [from a full hank of stormy sky that I blended with a half hank of daquari ice] I noticed that I had much less stormy sky left over than when I did a complete reroot on Pheobe with nothing but cherry pie.
Does that make sense? [Lemme reword it if not: I only did about half of Maggie's head in stormy sky, but that came from a full hank. I did all of Phoebe's head in an old order of Cherry Pie. There is more leftover of the old Cherry Pie than the new Stormy Sky, but I only did half a head of Stormy Sky.]
Please correct me if I am wrong. I'm trying to sum it up for myself.
So in general, we have two cases going on here. Some people didn't get their orders at all and others are here for lack of weight in the order they did receive. Is this correct? Or are there other things going on to?
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Does anyone know if there is a certain length of time you have to wait before escalating a dispute to a claim? Or what would be a reasonable amount of time to wait if I don't hear back?
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Does anyone know if there is a certain length of time you have to wait before escalating a dispute to a claim? Or what would be a reasonable amount of time to wait if I don't hear back?
I'd say escalate now, since you haven't heard from her.
Tina just updated Dollyhair's facebook status:
"After going through some severe personal issues, I am now checking the Dollyhair Facebook page on a regular basis. Please feel free to post, ask questions, etc. Thank you to everyone for your support and understanding! -Tina"
That might be another way of getting in touch with her for those who have problems.
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Does anyone know if there is a certain length of time you have to wait before escalating a dispute to a claim? Or what would be a reasonable amount of time to wait if I don't hear back?
I'd say escalate now, since you haven't heard from her.
Tina just updated Dollyhair's facebook status:
"After going through some severe personal issues, I am now checking the Dollyhair Facebook page on a regular basis. Please feel free to post, ask questions, etc. Thank you to everyone for your support and understanding! -Tina"
That might be another way of getting in touch with her for those who have problems.
But nothing about e-mail? I'm sorry, e-mail should come before facebook, especially all of the e-mails that have been sitting unanswered for weeks.
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Does anyone know if there is a certain length of time you have to wait before escalating a dispute to a claim? Or what would be a reasonable amount of time to wait if I don't hear back?
I'd say escalate now, since you haven't heard from her.
Tina just updated Dollyhair's facebook status:
"After going through some severe personal issues, I am now checking the Dollyhair Facebook page on a regular basis. Please feel free to post, ask questions, etc. Thank you to everyone for your support and understanding! -Tina"
That might be another way of getting in touch with her for those who have problems.
But nothing about e-mail? I'm sorry, e-mail should come before facebook, especially all of the e-mails that have been sitting unanswered for weeks.
I agree. Nothing about emails though.
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Wow :| Thanks for posting that about her post on Facebook, hannaliten. Guess I'll actually use my facebook - which I hate - and ask her to check her email while she's at it. Not that anyone should have to ask her to check her email when she lists it as a method of contact. If I get a response, in any format, I'll update here.
ETA: I posted on her FB post, probably not as nicely as could have been done but *shrug* I've received a response already, she says she's catching up on the emails right now.
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Does anyone know if there is a certain length of time you have to wait before escalating a dispute to a claim? Or what would be a reasonable amount of time to wait if I don't hear back?
Since this question wasn't really answered, and I'm going through it myself: you have 45 days from the order date to make a dispute. You have 20 days to work things out or escalate to a claim. Then paypal will get in touch with them for some info, and review the case to see who is in the right. They say this can take up to 30 days.
Hope that helps!
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Thanks, that helps MoonHawke
Well I look forward to getting a response from her, though it's too little too late now as I've already filed with paypal. I don't plan on backing out of my paypal claim, but I hope I can at least get a respectful response and explaination.
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Thanks, that helps MoonHawke
Well I look forward to getting a response from her, though it's too little too late now as I've already filed with paypal. I don't plan on backing out of my paypal claim, but I hope I can at least get a respectful response and explaination.
That would be nice.
I waited a week after making my dispute before bumping it up to a claim. Paypal said they received info from her, mainly the tracking number, but it never appeared on the claim page.
I would be shocked if I got any sort of response from her at this point. :huh:
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I've sent her an email about the fact that I was disappointed with my last order. Out of 16 hanks of hair, 9 of them were grossly underweight, and are not going to be enough for me to rehair a regular sized G3 with. I doubt three of them would even do a G4. :( I'm not going to hold my breath waiting on a response.
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*EDITED* for ignoring a Mod Warning.
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She has time to start a new thread in Customs.
http://mlparena.com/mlp/index.php/topic,319042.new.html#new
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You are not alone Sunshine. I know a couple people directly who I will not name out of respect for their privacy who think that Dollyhair gets special treatment because she has been around for so long and they are afraid to speak up because they think the moderators will just make excuses for her and then lock and hide the posts. They are of the assumption that because she is the only one who carries those hair colors that no one will stand up to her and no one will back the people who DO stand up to her. So they stay mostly quiet unless someone else says something first.
More people need to speak up when they have these problems. Thank you for doing so.
While I *don't* think this is the case, I *can* see where people would get the idea. It's incredibly frustrating that so many threads on this topic are getting locked, when these threads are generally the only easy way we have to communicate as a group with each other about what's happening.
It's also one of the only ways people have of finding out that there *is* a problem, and as soon as a thread gets locked it disappears - and while someone pointed out that you can still search and find locked threads, that only works if you know to search for something in the first place! :P
I know it must be tricky for the mods keeping this all civil, but apart from the occasional discussion of other retailers (which has now clearly been warned against) I think these threads are mostly staying pretty on topic and civil. It's obviously a subject which has many members upset and angry. People feel they're getting ignored at best - and intentionally ripped off and scammed at worst. So it's obviously a touchy subject.
I guess what I'm asking is if the mods could, for this thread at least, try to stick to warnings and post edits, rather than closing the thread outright? I don't know about anyone else, but I'd *really* like to know what's going on with our orders, and it makes it a lot easier to work out what to do if we can all communicate about it out in the open.
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You are not alone Sunshine. I know a couple people directly who I will not name out of respect for their privacy who think that Dollyhair gets special treatment because she has been around for so long and they are afraid to speak up because they think the moderators will just make excuses for her and then lock and hide the posts. They are of the assumption that because she is the only one who carries those hair colors that no one will stand up to her and no one will back the people who DO stand up to her. So they stay mostly quiet unless someone else says something first.
More people need to speak up when they have these problems. Thank you for doing so.
While I *don't* think this is the case, I *can* see where people would get the idea. It's incredibly frustrating that so many threads on this topic are getting locked, when these threads are generally the only easy way we have to communicate as a group with each other about what's happening.
It's also one of the only ways people have of finding out that there *is* a problem, and as soon as a thread gets locked it disappears - and while someone pointed out that you can still search and find locked threads, that only works if you know to search for something in the first place! :P
I know it must be tricky for the mods keeping this all civil, but apart from the occasional discussion of other retailers (which has now clearly been warned against) I think these threads are mostly staying pretty on topic and civil. It's obviously a subject which has many members upset and angry. People feel they're getting ignored at best - and intentionally ripped off and scammed at worst. So it's obviously a touchy subject.
I guess what I'm asking is if the mods could, for this thread at least, try to stick to warnings and post edits, rather than closing the thread outright? I don't know about anyone else, but I'd *really* like to know what's going on with our orders, and it makes it a lot easier to work out what to do if we can all communicate about it out in the open.
:thumb: well said :) i have liked the fb page today, and it seems so far that a couple of people have had answers, so maybe if anyone having trouble has facebook, get on there. after all, it is much more public than here, and who would want their business outed on such a public level?
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I guess what I'm asking is if the mods could, for this thread at least, try to stick to warnings and post edits, rather than closing the thread outright? I don't know about anyone else, but I'd *really* like to know what's going on with our orders, and it makes it a lot easier to work out what to do if we can all communicate about it out in the open.
We do our best to try and keep these threads open where possible. There have been 3-4 warnings already in this thread ;) Its when people ignore the warnings that more issues arise, and we cant be on hand 24/7 to babysit threads unfortunately. but I do understand what you are saying, and these DH issues do need to be out in the open so they can be resolved more easily, and so that others can be aware of potential problems :awake:
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Ringlets is right.
I am also sorry to those of you that took offense to my last warning. My point was that this is not a place to call out DH's membership. Plus my warnings have been completely ignored over and over again. Please try and understand this from a Mods position. We want it to remain civil and on topic so that we don't have to read through 30 pages to try and figure out who is owed what and from when.
I am just as frustrated and mad as everyone else. I do not think anyone realizes how much time has been spent dealing with this. It is time consuming trying to keep track of all the people she owes hair to or a refund, let alone making sure this thread remains on topic. Again I apologize.
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:grouphug: Big hugs for all the mods.
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@mods..Sorry. I didn't realise my comment was out of order *scurries away*
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I am sorry but that makes me furious. This is what she always does! She has hoards op upset customers and does NOTHING to address the issue, she just puts out a coupon code that's only valid for a ridiculously short time and is only a minimal discount anyway and hopes that will distract everyone from the problem. I am not INTERESTED in placing any more orders and giving you any more of my money! I want what I paid for in the first place!
I am still awaiting a response to my many e-mails. This is not making anything better.
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I am sorry but that makes me furious. This is what she always does! She has hoards op upset customers and does NOTHING to address the issue, she just puts out a coupon code that's only valid for a ridiculously short time and is only a minimal discount anyway and hopes that will distract everyone from the problem. I am not INTERESTED in placing any more orders and giving you any more of my money! I want what I paid for in the first place!
I am still awaiting a response to my many e-mails. This is not making anything better.
I cannot speak on all the times that situations like this came up with DH, but in regards to the issue in August/September I believe it was:
That seems like a small hiccup due to her being down an employee. A coupon code at that time seemed to be a fair response. Orders were slow and she wasn't checking email because she was understaffed. Fine.
This time I feel like it's a slap to the face. :stressed:
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Except last time it happened the coupon code still didn't solve anything - the problem was that she wasn't communicating with customers at all, which is what is happening again now. The bottom line is we do not need coupon codes (that are always only valid for a few days anyway). There is an underlying problem of bad customer service that needs to be addressed, and until that is made a priority nothing else is an appropriate response or solution.
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Ugh, she still hasn't even responded to you NoD?
This is another issue. I finally got a response last night, late at night too. I emailed her a couple of weeks after you did I think. I sent them twice, but the first email was on Dec. 26. I needed a response, and I'm glad I finally got one, but she should've responded to you first it seems :/ I don't understand the hit-and-miss responses, why some get them and others don't. The thread before last I was someone who had been receiving responses too, while others weren't.
My response, btw, isn't much different than the coupon thread, just more detailed. The reason given to me was the ex-assistant too.
Anyway, just wanted to post here that I had gotten a response finally.
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Glad you heard something. I expect my response will probably be along the same lines, but maybe not. The e-mail(s) I sent her were quite long and detailed, so maybe it will take her longer to respond to my concerns.
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Can we maybe make a list of who's owed what?
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I am going through the thread now and I will make a list.
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Thanks so much ponylady. To you and all the mods trying to deal with this.
I do hope that DollyHair can and will do something to fix all the these issues that have been coming up. They have good product, but we as customers shouldn't have to fight to get communication with the employees and wonder when/if our orders will arrive.
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Ok, please bear with me if I have anything wrong or I missed someone. I am really sick right now with the flu. :sick:
Wintersparkle: Never received order from Oct. WS can you clarify what exactly you were waiting on?
BerryMouse: Placed order Nov. 23rd currently waiting on 7 hanks MLP nylon hair, 1 hank acetat hair and also one bottle hair fragrance. No communication. Claim has been opened.
MoonHawke Waiting on third order placed. I see you filed a claim though, did you get your money back.
JPP DH has been in contact and promised to send a replacement on Friday. Replacement sent along with extra hanks for free
rayedelsol Shorted weight in hanks. Did not contact Tina.
okiegurl1981 9 hanks grossly UNDERweight.
NoDivision received order but again hanks were grossly underweight. No communication to a replacement or a partial. Claim currently open.
blackestbird Second order never arrived, currently has a claim opened and is waiting for a refund.
NichiTsukinoko late shipping, shorted weight in hanks, no communication
kaoskat 8 hanks shorted on weight (one less than 1/4 the usual amount), no communication
Zaphy still waiting on a refund promised 1 1/2 months ago for product ordered 5 months ago
Starly ordered 6 hanks and all were smaller than previous orders.
Skig received hanks that appear smaller than usual, but has no way to weigh them to be sure, has not attempted to contact her.
BarbedDragon ordered Nov 26. had 5 underweight hanks and completely 3 missing hanks. No communication, filed claim and did receive a refund.
hannaliten Underweight~dispute currently opened
Kazzellin ordered 10 total hanks in 4 colors of 38" Kankelon hair on 10/31, and received only 1 hank of each color on 11/14
Roogna received underweight hanks
PrincessOfDarkness underweight hanks, no communication.
Sternenstaub waiting for an outstanding purchase
AngelLove Placed order Jan.5th has not received. Sent email Jan 31st.
And do not be alarmed I was advised to remove all irrelevant posts, unless they directly dealt with the main topic. So don't hate me. And all irrelevant posts posted hereafter will also be removed or edited. Also if anyone else you know of has issues please direct them to this thread so I can add their name to the list.
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I am waiting on my 2nd order from Nov 12th, actually. I did file a claim with Paypal, who is reviewing it currently. I will post when Paypal makes a judgement call on the claim.
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thanks ponylady :) I did receive my order but my hanks were underweight and I contacted dollyhair to ask for either replacement hair or a partial refund. As I received no response after three weeks I filed a claim with paypal that my item was not as describes because it was missing quantity.
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Thanks girls, I will update it.
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Ponylady - got ahold of her and she said it would ship on friday - will let you know once i receive my missing hank
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Thank you! *crosses fingers* for you.
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Add me to the list please
kaoskat 8 hanks shorted on weight (one less than 1/4 the usual amount), no communication
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Gotcha Kat! :hug:
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A friend of mine(I don't think she is a member here) ordered some hair on 30th November, she got the hair on 28th December, but the hanks are underweight. No communication from Dollyhair, so she has open a paypal claim.
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My hanks were UNDERweight, ponylady. :heart:
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Thanks okiegurl, I am updating now.
Post Merge: January 05, 2013, 12:46:43 PM
Omg I just realized what I wrote, if that was only the issue. :lol:
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Thanks Ponylady!
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Mine were smaller than usual. :/
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I sent her an email asking about one of her products. I got a response a couple of hours later. Hopefully the people who have been emailing her will get a response soon. Looks like she might finally be caught up on emails.
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I'll try emailing her again then
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I sent her an email asking about one of her products. I got a response a couple of hours later. Hopefully the people who have been emailing her will get a response soon. Looks like she might finally be caught up on emails.
I do not like reports like this. Why is she responding to new e-mails before she has responded to the people who have been waiting for weeks? She should start with the oldest emails and move forward, not the newest and move backwards :\
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Thanks for keeping track of it all, ponylady. I hope you get feeling better. The flu, yuck :c
Sorry for any confusion, but I am not currently waiting on hair or have a dispute filed. I was just waiting on a response, which I finally received last night.
I did receive underweight hanks though. I wasn't gonna try to do anything about them, but I did receive 3 of them. One an underweight Black Magick to make up for the fact that she sent me some black saran when Black Magick sold out before she got to my order, and then 2 free hanks of the new colors to make up for having to wait for Black Magick, and both of those are underweight too. I just wasn't gonna bother trying to deal with them since they were free, just won't be placing future orders until the underweight issue is fixed.
I sent her an email asking about one of her products. I got a response a couple of hours later. Hopefully the people who have been emailing her will get a response soon. Looks like she might finally be caught up on emails.
I do not like reports like this. Why is she responding to new e-mails before she has responded to the people who have been waiting for weeks? She should start with the oldest emails and move forward, not the newest and move backwards :\
This bothers me too. I'm glad I've finally gotten a response, but it shouldn't come at the expense of others being ignored. Outstanding issues need to be taken care of first.
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Thank you for including my name :) My issue really isn't a huge one. I never contacted her about it, so I'm not waiting on a response or anything. But I thought if you were compiling a list of thin hanks, I'd better leave my name on there.
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Will we be including the other members who originally posted about DH's selling practices in Customs ever make it on this list eventually as well? I know there were many members sharing that they were sold underweight hanks and similar issues to what this TS thread has gathered! :(
The Mods are working overtime with this. It has been advised if anyone has a problem to please post here. We can not seek out every member who has had an issue. I am sorry.
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I suppose I should add my issue to the list... I ordered a tool back in August, during that missing assistant craziness. The hair I'd ordered with the tool came, but the tool never did. Having heard about the communication issues everyone else was having, I chose to wait a little to try contacting her so that in theory she'd have time to get caught up on the backlog before I added to it. I contacted her shortly after Thanksgiving, and received a very nice response a couple days later explaining the situation, saying that the tool was out of stock, and asking me to please tell her if I'd prefer a refund or a gift certificate for the amount. I responded that same day, didn't receive a response (I assume because the communication blackout had taken effect), sent another reminder email a little over a week later, again no response, and decided to then wait till after the holidays when things died down a bit more. I've sent another email today since I saw the coupon code she put up in Customs, hoping that means she's got the time to check her email again but we'll see. :)
So I guess it would be Zaphy still waiting on a refund promised 1 1/2 months ago for product ordered 5 months ago :)
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Thanks Zaphy! I have added you.
Starly did you try contacting her? And how many hanks were you underweight on?
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I did reecntly, and I ordered 6 hanks and all were smaller than previous orders.
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I just wanted to let everyone know that the dollyhair facebook page was updated today. She deleted everyone's complaints including mine and she still hasn't sent me a response in any format.
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well that sucks, nichi... that means she deleted mine too i guess
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That doesnt sound good Nichi -she needs to adress the complaints , not delete them :( (ok I know thats stating the obvious but this issue is getting crazy now :yikes: )
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I received hanks that appear smaller than usual, but as I've no way to weigh them to be sure, I've not attempted to contact her.
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I will chime in and say my hanks were shorted. I bought some around Christmas, but I don't need to be added to the list. I didn't send in a complaint since some of the hanks I bought were for another member. I didn't intend to return those. Just thought I would mention it.
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I've also received some thin hanks. You don't need to add me to the list, since I did manage to complete the ponies with the hair, but it was very difficult as I had to use much less than normal. :huh:
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I ordered Nov 26, received my order Dec 8th I believe. I had 5 underweight hanks and completely 3 missing hanks. I tried contacting her via e-mail the same day about just adding it to my next order, a week later, a week after that and then decided to file a PP claim for ONLY the missing hanks. PayPal contacted me 2 days ago and stated the refund I claimed was agreeable and they would refund to my account within the week.
Also because Tina does not use Paypal directly (I remember it being something about "issues" in the past) PayPal has to go through her Direct Checkout service to refund the money. https://www.asecurecart.net/main/default.aspx is who she uses. So refunds may take longer. They (PayPal) did mention something about contacting that company directly to expedite the claim. I found it very hard to try and contact them because you had to make an account before you could get any info.
I highly support making PayPal claims before your time runs out because of the spotty communication. I never received a response from Tina.
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Thanks BarbedDragon. Do you remember about how long it took from the time you made your dispute until the time your refund amount was approved? Or did you escalate it from a dispute to a claim and have paypal decide instead of 2CO? Just trying to decide what my next step should be.
edit: Oops, I see your timeline now. The second question still stands :)
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BerryMouse: Placed order Nov. 23rd, still waiting. BM can you also clarify what you were waiting on?
I'm still waiting on 7 hanks MLP nylon hair, 1 hank acetat hair and also one bottle hair fragrance
Sent Tina a mail on 29th December but no answer yet.
Opend a paypal case (just in case) and ask for a refund on 31st of December cuz I was afraid of my 45 deadline.
I've send a request of buyer protection yesterday 5th January.
They have time till January 15th to answer or do something.
IF the hair arrive I'll cancle the disput of course.
Cause I've ordered lots of the new hair colors I'm a bit afraid that I'll receive some underweight hanks as well but we'll see ... if it ever arrives. =(
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Your updated Berry,
And Barb I added you so it was on the list but crossed it out since you did receive your refund and it is no longer outstanding.
Skig also added.
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If this is inappropriate, I apologize, but I find it very disheartening that you are spending time and money promoting your coupon code on Facebook, Tina, while you continue to ignore the issues of past customers in this thread...
visitors can't see pics , please register or login
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I haven't had an issue with DH before and I hadn't immediately noticed this thread, so I ordered a reroot tool on December 22. That's during during the holiday period and it's an international order, so I don't expect it to appear swiftly. But when I noticed this thread I got a little concerned, and today I checked the site to see this announcement:
"NOTICE-
We are SEVERELY delayed with our needle supply. If you order a reroot tool kit, or if you order any replacement needles, then you can expect your order to ship later than it normally would (possibly a week or two later). If you cannot wait this long to receive your order, then please place a SEPARATE order for any items that you need right away (like hair, for instance) so that we can send two separate shipments to you.
Thank you for understanding."
Does it seem reasonable to email asking for an estimation of when my item should arrive? (I know she has no control over customs, but just to know whether my order has been shipped or if it's been delayed because of this needle supply problem or whatever, that kind of thing). Or should I wait? I don't want to clog up DH's emails even more when for all I know my order is already on its way.
Advice please?
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THat warning has been up for quite a while, if I recall correctly. Can't hurt to e-mail her, but as you've probably seen in this thread there's no guarantee she'll respond.
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I've sent her a polite message. Hopefully things will work themselves out...
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I've gone ahead and put in two paypal claims for two orders with under-weight hanks. I requested a percentage refund for the amount of the hair I'm missing, the hidden fees, and excess shipping.
The best thing I can think for people to do is put in a claim or at the very least start a dispute (so far it seems DH doesn't respond to these, either, so you'll have to up it to a claim and let paypal decide).
While she isn't part of the BBB you can still put in a report, as well as reporting the DH facebook page (there's an option to report as scam, which considering the missing packages, hidden fees, and underweight hanks, I would consider this applicable).
Other than that, blacklisting might be an option. It's one thing to make a mistake or have a hiccup in your business, but this goes above and beyond that to me. I understand being overwhelmed but ignoring the problem as well as your long-term customers is not the way to go about fixing it.
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OK, so I went out and bought a better scale to weigh my hanks, and none weigh in under 11g. Being that Tina has stated that this is the "normal" weight, I'll not pursue the issue further. My largest were Stormy Sky and Kitten at 16g each.
But here's something to think about...
Several hanks from the order I placed at the beginning of December weigh in at 11g each. I have half a hank of Starlight (uncut but half-used for my last custom) that I believe I ordered in June (I know it was right before the fair) that still weighs in at 11g...
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I have placed 2 orders - one was prior to the release of her new colours, the other was an order for her new colours. Both orders contain underweight hanks (both underweight compared to previous orders, and underweight to the 11 grams Tina has said is the 'norm'. If 11 grams is the norm, then I received 26 underweight hanks between the 2 orders, with 7 being seriously underweight.)
I sent several emails to Tina but have not received any reply.
My largest issue, aside from the lack of communication and underweight hanks, is the shipping time. I understand that as I am in Australia, it usually takes 10 - 14 days for things to get to me once they have been mailed. But between the date of placing an order and the date of it being mailed, 9 - 16 days are passing. This is most disheartening, as for the 7 years prior to this (which is how long I have been one of her customers), my orders have arrived here in 11 or 12 days tops.
At this stage, I am still doubtful I will hear back from her.
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Just also want to make it clear that the hanks I'm saying are underweight, are less than the 11 grams Tina has said is the new normal weight. Several at only 8 grams. :( I still haven't had any type of reply from her, and I'm starting to think I never will.
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I never had any problems with DH - but at the moment I'm also waiting for an outstanding purchase.
I hope the hanks arrives until I need to open a paypal claim. :(
I also start to worry about it when I read about all the underweight hanks. :(
Will keep you updated.
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I think the correct weight should be around 10 grams. I have a few hanks which I've had for about 4 years (they are still unopened and unused) and they weigh in at 10 grams each. The newer hanks I have purchased over the past couple of years weigh between 16 and 20 grams (they 20 gram hanks being the most recent and ordered over the summer).
I am in no way making excuses for her lack of communication but maybe there is truth to what she says about her last assistant. Of course I realize that there are some of you who received hanks which were grossly underweight (around 6 grams) and that issue needs to be addressed.
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I am in no way making excuses for her lack of communication but maybe there is truth to what she says about her last assistant. Of course I realize that there are some of you who received hanks which were grossly underweight (around 6 grams) and that issue needs to be addressed.
My problem with that line of thinking is that she gave no notice that hanks would weigh less, even after it was brought up as a problem. Along with that, I fail to see how this has supposedly gone on for years without her noticing differences when taking inventory, her net profit, the frequency of having to order more stock, the cost of shipping out hanks as compared to the lighter hanks from before, etc. So many inconsistencies that I fail to see how anyone wouldn't notice. Along with that, you have hidden fees being charged and a 2-3x overcharging of shipping costs.
It just seems hinky to me. I'm not saying it couldn't happen, but with all the issues combined it doesn't paint a very pretty picture. Mostly I'm just bummed that the place with the most color options is having so many issues. :/
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To answer your question NoDivision:
I filed a dispute 12/18 then escalated 12/24, PayPal sent an e-mail stating I would be refunded within 5 business days on 1/4
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I just weighed 126 hanks of old stock that I've had on hand since at least last summer. Most weighed in at 10-14 grams with one 8 gram, a surprising 11 - 17 gram hanks, and five 18-19 gram hanks. Anyone interested in the full report can view the note on my Facebook customs page. While the hanks weigh similar to what I received in December, they still appear fuller.
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POD - I feel you on that issue too - I live 5 hours from her and she doesn't even ship mine out for over a week. The last orders I have placed have taken 2 weeks to get to me. I can understand shipping delays if you were overseas or something but I literally live within hours of her. Most things that ship from that area (not her) I receive the next day.
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I haven't read this entire thread, but PLEASE, if you have any resolved problems with Dollyhair, PLEASE call me at 616-61-DOLLY so that I can resolve it. I am currently catching up with my email, but I don't want anyone to feel like they have to wait for me to get to their email. So please call me. -Tina
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I personally do not feel like wasting any more phone minutes calling a number that no one ever answers and that tells me not to bother leaving a message. I will await a response to my e-mail(s). I sincerely hope you will start to adress e-mails that have been awaiting for a response for weeks rather than just continuing to answer the people who have contacted you in the past couple of days.
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Tina,
There is a thread in the Trading Post trader support section as well about Dollyhair. I can't say for certain if they're the same people, but it's there.
edited for spelling.
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Please add me to the list, PonyLady - I ordered 10 total hanks in 4 colors of 38" Kankelon hair on 10/31, and received only 1 hank of each color on 11/14. I've emailed her twice (both times before the notice about email went up on her site), and then felt I should just wait it out. I haven't received any responce yet, but since Tina's posted herein, I'm hopeful...
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Yes, please add me to the list as well. I got underweight hanks and have a pending charge back with Amex. I sent an email on 12/12, no response.
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You can remove me from the list. My missing hank arrived today along with a couple extra free ones :) Thanks Tina for resolving this
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To all those who sent mail a long time ago and have been waiting for a response, I suggest sending your e-mail again. To quote from Tina:
"The amount of email that I receive every day is massive, and I've been trying to just do those every day, and then afterwards, move back in time to the older emails as much as I can. If I address the older ones, then the new ones will fall behind, and then it will just become an endless cycle."
If your e-mail is towards the bottom of the inbox because it is older, there is a good chance it will NOT get a response as Tina is choosing to return NEW e-mails first and not go back to the people who have been waiting the longest. So re-send your e-mails.
Post Merge: January 07, 2013, 05:36:03 PM
eta: I have finally received a response to my e-mails. Ponylady if you want to update my status, I am now waiting for replacement hair to be sent to me.
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I got an email response too, and will be getting more hair from my last order free to compensate. c:
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You can take my name off the list as well, I received a response and refund today. Thanks for documenting, ponylady, and thanks for making it right, Tina!
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I have been offered more hair as well.
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I've received an email too, please mark me down as waiting for replacement hanks. Thank you Tina.
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I'm happy to hear these issues are starting to get resolved now :)
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Alright, I took the adivse herein and have emailed her agian. We'll see what happens. :)
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In order to keep with any official list being kept - I too received underweight hanks (and posted about my weights on the original thread about all this in customs). As per her post this evening on the customs forum thread, I will be sending her an email, which will basically forward my whole check out cart info, but I will include weights for each color I received (I've only opened 1, for about 6 plugs of accent), in hopes that she will honor her offer to make up the difference.
This is the first issue I've had, and I hope it continues to get resolved.
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Dollyhair replied to my facebook message and her response seemed to be positive. I'll let yous know when/if my rehairer arrives.
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I've gotten a shipping notification for my replacements
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I've gotten a response. She says she'll send some new hair. :frolic:
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I've gotten a shipping notification for my replacements
Me too.
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I'm glad people are getting things resolved. ^.^
My update: Received an email from PayPal this morning. They did not resolve the claim in my favor. Currently on the phone with them trying to find out why. I hope to have better news later, or I might come back asking for suggestions on what I should do next.
[EDIT] I just got off the phone with PayPal. After some waiting I was told they weren't sure why my claim had been closed. The gentleman that I spoke with went in and corrected the issue. My claim has been resolved in my favor, and the funds are being returned to my account.
Please go ahead and remove me from the list, ponylady, and thank you for watching out for us.
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Glad you got it sorted, Moonhawke!
Paypal decided in my favor on my request of a 40% refund as well.
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I as well has gotten a response on my latest email!!
"Hello, Josefin. I am very sorry. I had a terrible personal situation that literally prevented me from reading my email. I will send the order to you again right away. I am BACK ON TOP of things, and this will never happen again. Never. I promise. I am so sorry to you!!
Tina"
Sounds like things are getting sorted but I am not saying anything more until I get my hair
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I'm still waiting on my order but as you all know I've opened a case.
Almost seven weeks past since I've ordered now.
No answer to my last mail ... will keep waiting then
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I'm still waiting on my order but as you all know I've opened a case.
Almost seven weeks past since I've ordered now.
No answer to my last mail ... will keep waiting then
I didn't get an answer to me e-mails OR my dispute OR when paypal sent them a notice of my claim/gives the other party a few days to respond, but paypal decided in my favor. I hope things get sorted out with your case/they decide in your favor too. :hug:
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Update from me =)
I received an answer to my email.
Tina was so nice and offered me a re-shipment with the items i've ordered but cause I don't want to pay double or end up with double stuff (if the original order arrive) I'll wait for the refund and will re-pay if the order will arrive.
I think I'll wait till the end of January and will think about a re-order then... we'll see.
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Thanks for the updates everyone :bigups:
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My order arrived! ^.^
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That's good to hear Candy. :)
Let's hope we can get some more names crossed off the list soon!
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I just now responded to Tina's facebook message to me. I'll let everyone know if she gets back to me a second time or resolves my issues.
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Hi, may I ask - will there be some announcement on this thread or something if DH gets taken off the bad trader list - I'd like to know when I can feel comfortable putting in an order with her? I'm desperate for some pony hair and I very much want to use her site... thanks!
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The Arena staff don't run the Bad Trader List, I forget who does exactly apart from their name acronym is similar to BLS. She posts if she feels the need to announce an update
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First, HOORAY that finally things seem to be sorting themselves out!
Hi, may I ask - will there be some announcement on this thread or something if DH gets taken off the bad trader list - I'd like to know when I can feel comfortable putting in an order with her? I'm desperate for some pony hair and I very much want to use her site... thanks!
These issues with communication and errors have been occuring sporadically for years. I am not sure if it's something that people should necessarily seek to avoid but I do feel it's important to be aware, so one can make that decision for themselves.
My list is not the end-all, but rather a jumping-off point to do more research. I am not able to do a full database of IDs and links to TS threads and Ebay feedback and the like. Ooooh a geek can dream! :D But stick anybody's ID on that list into Google and use the Arena to narrow it down and usually you will get a good picture. Some people resolve thier issues and are removed from the list - others are revealed to be long-term scammers and are banned.
After all, if you search the Arena for DollyHair right now, you will find this thread which shows her progress with working through customer backlogs and dealing with refunds and the like. ;) So it's a move in the right direction!
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Okay thank you I appreciate the info! I will keep watching this thread, I've also been gaining hope as I've been reading about her starting to fix issues, so, will keep my fingers crossed that I can buy some hair soon! :D Thanks!
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You can cross me off the list. I received my replacement hanks today. :) They are all at acceptable weights, and she replaced my entire order. Tina, thank you again for stepping up and making this right. It goes a long way to building back up customer trust.
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I have received my replacement hair and am happy with that resolution, so I have canceled my paypal claim.
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I have received my hair as well and am happy with the resolution.
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I notice you don't have my name crossed off the list; my issue was resolved last week. c:
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I got my replacemnet hair yesterday. I am happy.
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Hm.. I'm still waiting for my hair and Emailed her a few days - but still no answer. :(
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Tina got back to my email about my underweight hanks, and she sent me replacements for ALL of the hair (except the one that already weighed 16g). Above and beyond what she had to replace. it arrived today :)
(she let me know ahead of time, that some of the replacement hair would be the "lighter" hanks as shee's still phasing those out, and some would be "new" 16g ones)
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Replacement hanks came today! Thank you Tina!
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Thanks everyone for the updates! I think I have everyone crossed off that should be at this point.
Also again if you are not having issues please refrain from posting, as it only makes it harder for me to sift through here and figure out who's problems have been solved. Thank You!
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So hopefully everyone is sorted now? thats great! :cheer:
... apart from sternenstaub? is that correct or did she get back to you now as well Stern?
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I think the one's below are still waiting on a response or replacement:
WinterSparkle
BerryMouse
NichiTsukinoko
Kazzellin
Sternenstaub
If I am incorrect please let me know.
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Tina e-mailed me this morning again.
I'll wait for the refund and as soon as it went through I'll post here again and you could cross me off the list =)
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Yeah, I am waiting on replacements :) She has gotten back to be and offered replacements as I said before, now I am just waiting
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I'm late to the party and not sure what to do. It's not a huge issue. I've been dealing with DH for a bit over a year. I never minded the wait time (1-2 weeks) for my orders and the only huge issue was partly my fault (I forgot to select a color) but instead of emailing me when they noticed the issue, they sent the rest of my order with a note later than usual. I immediately corrected the situation and got my hanks with free shipping and I was pretty much satisfied. Since then, no problems or anything.
The past few orders (I can't remember when it started, but I'm pretty sure just last few orders this year, not last year after she lost that one assisstant. I went on Hiatus for Christmas) I've been getting hanks 1/2 has thin as I'm used to, therefore my MH head estimation is way out of whack and it also means my commissioners will have to pay more than usual to get their doll's completely rerooted (and I haven't used rstoredoll hanks on MH so I have no real idea how much per head I'd have to order there) . I don't have a scale so I can't weigh them or anything I just KNOW they're thinner.
My current project required new hair. I ordered a 38" hank of Vineyard Violet Saran. It was much thinner visually even before I dug out my Midnight Blue Saran RD Hank (which was also needed) and noted immediately that it was thicker than the new 38" hank of vineyard violet. The RD hanks I also ordered at the time are disturbingly thinner. I have an outstanding order for a commissioner coming (it's been mailed, that's not the issue) but I also noticed either shipping price or her fee prices went up as well. A 38" Hank and an RD Hank in the past never went over $10 but this time it did (i luckily had enough to cover the small change) And I'm worried I will be asking her tp pay me even more money to get more hair. Hopefully not since I'll be using two colors.
It's frustrating as heck. Not just for me personally. I had to ask for more violet hair just to finish my personal project I'm working on from members here so I can get them in a timely manner and get my project finished before I work on a commissioner's project. But now I'm stumped on how much hair I need to order for future commission projects. I had it down to a science almost XD now I have to either buy more hair at a time from them (am not looking forward to that) thus costing commissioners more money or switch suppliers, which I am unused to using (not to mention also more money when I'm not sure how far the hair will stretch.)
Anyways, that's my issue and I'm not sure whether or not to make an issue of it or not :\ since I can't weigh anything to know for sure and most of my older hanks have been used partially.
Mainly I needed to vent a little and stop gnashing my teeth silently.
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Well, supposedly Tina will replace the hair I should have gotten. That's what she said anyway. I'll let you know if it ever happens.
But in addition to her assurance that she'll send the hair, she also basically just gave me the same tired list of excuses about why it's not her fault and why her having a kid should be an acceptable reason for her to not have time to contact people promptly and why she feels she's done nothing wrong when she refuses to check her office phone's vm for messages or call people back. And she's still insisting she never reduced the hair and that her former assistant claims to not have reduced the hair and new assistant is doing it correctly etc. etc.
Even if I get the hair, It doesn't sound like she's admitting any wrong doing and she's still just making excuses. I don't think her service will actually improve and I suspect the problems will come back shortly after everyone starts ordering from her again.
Maybe that's just me being cynical, but at 32 years old, I have yet to meet someone who makes excuses and won't admit they've done anything wrong who has actually changed their behavior. Not saying there's not a first time for everything, but I'm playing the numbers on this. I don't think she'll improve or change anything. I mean, she's not even willing to put the weight we should expect hanks to be on her site next to the length and type of doll and all that. It would be as simple as adding another section to the tables she has on each page but she won't do it.
For me, Until I at least see an expected weight per hank on each page of her site so we all know from now on how much we should be getting, and until she admits she needs to do a better job responding to people when they have issues, I will not be trusting her. Because she's still just expecting us to take her at her word that this was all some sort of strange cosmic mix up.
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I got my hair today but it's def. smaller than usual. No matter, it's for a G4 anyway so it will be enough.
You can cross me off the list.
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Hi, Just letting you know I ordered 9 hanks on the 2nd January. (Before I saw this thread). I haven't posted here as I am giving her a chance to get them to me, as I am in Australia. I will let you know when they arrive. *crosses fingers*
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My ahir arrived. The hanks are much smaller than usual but as I have only purchased hair from other members and not from dollyhair itself, as this is my first order with them, I will leave it and see how my next order goes. Thanks Tina
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I still have not received the replacement hair she said she would send.
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You can cross me off the list.
I'll get my money back in around 5 days and then I'll place a new order! =)
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Updating - I got hold of Tina via email on the 9th, and she responded immediately and got my shipping address, as the order is old enough to no longer be in her order system, but I have yet to receive anything. I replied to the new email thread we have going last night, looking for an update, but she hasnt replied yet.
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I have never ordered hair from DH or anywhere else before. I need some hair for several ponies, is it safe for me to order from Dolly Hair? I don't want to be scammed and this thread kinda worries me :shocked:
I ordered 4 hanks on the 19th, received it on the 25th, and all the hanks were exactly 16g in weight.
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I have never ordered hair from DH or anywhere else before. I need some hair for several ponies, is it safe for me to order from Dolly Hair? I don't want to be scammed and this thread kinda worries me :shocked:
I ordered 4 hanks on the 19th, received it on the 25th, and all the hanks were exactly 16g in weight.
I ordered 9 hanks on the 21st .... .still waiting .... but glad to know she is getting orders out.
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then you should get it any day now, stiletto
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I think the one's below are still waiting on a response or replacement:
WinterSparkle
BerryMouse
NichiTsukinoko
Kazzellin
PrincessOfDarkness
Sternenstaub
If I am incorrect please let me know.
Totally forgot about this!
Update from me: Tina has resolved the issue to my satisfaction :) You can remove my name from the list ^.^
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Thanks! :hug:
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I ordered some dollyhair a few weeks ago and yesterday a parcel arrived from dollyhair. But it wasn't my order. I ordered strawberry mosse and a new colour.
What I got was silver nickle, bitter chocolate brown, nickle, raven black and opal. To make matters worse the shipping label was only attacthed by one side and could have easily fallen off during shipping.
But we all make mistakes and this is the first time that I have got the wrong order so if anyone has my order can they please post it to me. Also if I have your order then I will ship it to you
thankyou
Moving to Trader Support for you, they have a DH thread going there. ~CSA
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I ordered from Dollyhair on Jan 18th and the order arrived today (International shipping). So I think the shipping was just as quick as previously when I have ordered from them.
The new green nylon hair colours are lovely. Though, my order was missing some of the reroot needles I ordered. Maybe they will be shipped later because of the information about the lack of reroot needles on the Dollyhair site...
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Wow, that's bad. I hope you get everything sorted in the end!
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Yikes! Hopefully the person your order got swapped with will see this post! If no one reponds soon, you should contact Tina and let her know she goofed so she can get a replacement order sent out.
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I just want to let you guys know, I recently ordered a 38" hank and an MLP hank from DH, both of the same blend. Normally, a 38" hank is twice the size of an MLP hank. When I got my hair, the MLP hank was the correct size, but the 38" hank was very small, almost the same size! If anybody is planning on ordering any other sizes than MLP, be cautious, because I'm pretty sure Tina is only fixing the issue with MLP hanks. :\ I don't know what to do, though... I'm a bit scared to email.
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I would go ahead and e-mail her, Panda. Especially with her previous comments about the possible mix up of MLP and the regular 38" hanks. I can't imagine why she wouldn't be fixing the regular 38" hanks as well, given that those are used a lot by the doll community and I know a lot of doll people have been extremely upset with the smaller hank sizes as well. So it's worth brining to her attention.
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Tina told me in the email I had going with her that she was only fixing the MLP hanks. I don't remember a reason other than 'she'd need to change everything,' but that's what I was told. When she posted in the most recent coupon thread, she only mentioned making the MLP hanks 16g. Not excusing it, just adding what I was told and what she posted. I personally still think it's a bit ridiculous to have a 'standard' weight for each hank but not list that information on the site, so I think it's still worth bringing up. Maybe the MLP-hank customers were loudest with our annoyance with the weight issue, hence only changing it back to a more appropriate weight. I dunno though, I've always thought she must get a lot of business from doll customizers too, so I don't really get why she wouldn't just change both of those hanks, they seem to be the most commonly ordered and the ones we were upset about the weight difference. But anyway, I was directly told she was only changing the MLP hanks so I thought I'd mention it since I've still been watching this thread.
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I put in a huge order on the 21st and it arrived on the 27th, just like usual. Only 6 of my 23 hanks were underweight by 1g, but each of those were the same few colors so it was consistent. A good number of my hanks were actually overweight, but most of them weighed at exactly 16g and Tina had thrown in 3 free hanks as gifts.
I have always enjoyed great service from DH. I really hope she gets her stuff sorted for you guys soon. :(
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I just sent an email... :( I hope I can get this resolved.
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don't worry Panda. I am sure it'll be resolved.
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I put in a huge order on the 21st and it arrived on the 27th, just like usual.
Dang, I have NEVER had a package arrive from DH that quickly! You're lucky that your orders have always been so speedy, I'm jealous :P
And Blackestbird, it sounds like maybe the doll community needs to speak their minds more loudly as well, then. While I appreciate that she's made an effort to make things better fro her MLP customers, it doesn't seem fair that the problem is still ongoing for people ordering anything other than MLP hanks. All of the hank sizes changed recently, not just the MLP hanks :\
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I put in a huge order on the 21st and it arrived on the 27th, just like usual.
Dang, I have NEVER had a package arrive from DH that quickly! You're lucky that your orders have always been so speedy, I'm jealous :P
That's what I never understood! People have questioned shipping times for years but I ALWAYS get my stuff in a week! I thought that was normal. O.o
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Mine has usually been consistent, but it has usually been right around the 2 week mark. I just assumed 2 weeks was normal and lived with that. Though it is misleading beause the last order I placed guanteed that the hair would be shipped within 3 days (I believe) but that didn't happen. I don't mind waiting 2 weeks as that's the time I always waited, but I don't like being promised a timeline that doesn't happen.
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And Blackestbird, it sounds like maybe the doll community needs to speak their minds more loudly as well, then. While I appreciate that she's made an effort to make things better fro her MLP customers, it doesn't seem fair that the problem is still ongoing for people ordering anything other than MLP hanks. All of the hank sizes changed recently, not just the MLP hanks :\
This is exactly how I feel. I do appreciate the changes she's made so far, it does really seem to be improved for the MLP hanks like she promised, but exactly like you said, all the weights changed, and all her customers deserve the same level of customer service.
I found the email, here's what she told me exactly: "I've come up with one, and I posted it on the arena today. All MLP hanks will now weigh 16 grams (give or take a gram), and they're all going to be weighed before they're sent to customers. Prices will not increase, either. But I guess I'll just leave the Barbie hanks and 38" hanks as they are. I can't adjust everything."
So I'm not sure that saying anything to her regarding the 38" hanks will result in anything, but I don't think she'll be replacing underweight hanks unless they're the MLP hanks, based on what she said.
Panda: Good luck with a resolution, I hope you get a quick response. Let us know what she says.
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Please add my name to the list.
I ordered on the 5th order number 19574
Sent out a email to her on Thursday no response.
Everything has been resolved.
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I ordered a ton of hair from Tina, and like usual, she came through in a timely manner. She even sent me a free hank of hair:)
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you can always email Tina at Dollyhair and let her know, she might be able to track down whos order it is and hopefully they have yours.
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That sucks!!! There seems to be alot of issues going on with that place. I keep putting on buying hair cause of it. :(
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I emailed Dollyhair about my missing reroot needles, and they answered the needles were probably just forgotten from the parcel, and will be shipped now. Hope they arrive quickly!
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I ordered 5 MLP hanks and 4 needles on January 24th, and everything arrived today :D weights: 3 @ 16 grams, 1 @ 15 grams, 1 @ 14 grams. Ten business days when there was a disclaimer about the needles was far faster than I was expecting! I'm overall extremely pleased with my first experience ordering doll hair, a big thanks to Tina
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Okay, I got a response. She said that she can't fix the underweight issue for any size other than MLP. :huh: However, she offered to send me free hanks to be able to finish the project, so... Yay?
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Okay, I got a response. She said that she can't fix the underweight issue for any size other than MLP. :huh: However, she offered to send me free hanks to be able to finish the project, so... Yay?
It's a shame that the doll community (who are mostly the ones who order the other size hanks) are still getting screwed. I'm certainly not comfortable doing business with someone who is still unwilling to fix her mistakes.
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I got a reply. Tina said I can keep the hair.
But its a really awfull set of colours and I really need the colours I ordered. Its not an ideal situation but as dollyhair is so reliable the rest of the time, I will probably let it go. I just wish custompony had the hair I needed for once
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I merged threads for you tornadoe, since yours is also on the subject of Dollyhair ;)
I'm glad to hear its been resolved for you now. If you dont like the other colors you received by mistake, perhaps you can sell them or trade them with people here for colors that you need/like?
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I am having trouble again keeping up with who is still having issues. ;)
So Panda please let me know when your new hanks arrive so I can mark you off. Also tornadoe are happy with your outcome or do you want her to send you the hair in which you ordered? Which then leaves the list at this:
Wintersparkle: Never received order from Oct. WS can you clarify what exactly you were waiting on?
BerryMouse: Placed order Nov. 23rd currently waiting on 7 hanks MLP nylon hair, 1 hank acetat hair and also one bottle hair fragrance. No communication. Claim has been opened.
MoonHawke Waiting on third order placed. I see you filed a claim though, did you get your money back.
JPP DH has been in contact and promised to send a replacement on Friday. Replacement sent along with extra hanks for free
rayedelsol Shorted weight in hanks. Did not contact Tina.
okiegurl1981 9 hanks grossly UNDERweight.
NoDivision received order but again hanks were grossly underweight. No communication to a replacement or a partial. Claim currently open.
blackestbird Second order never arrived, currently has a claim opened and is waiting for a refund.
NichiTsukinoko late shipping, shorted weight in hanks, no communication
kaoskat 8 hanks shorted on weight (one less than 1/4 the usual amount), no communication
Zaphy still waiting on a refund promised 1 1/2 months ago for product ordered 5 months ago
Starly ordered 6 hanks and all were smaller than previous orders.
Skig received hanks that appear smaller than usual, but has no way to weigh them to be sure, has not attempted to contact her.
BarbedDragon ordered Nov 26. had 5 underweight hanks and completely 3 missing hanks. No communication, filed claim and did receive a refund.
hannaliten Underweight~dispute currently opened
Kazzellin ordered 10 total hanks in 4 colors of 38" Kankelon hair on 10/31, and received only 1 hank of each color on 11/14
Roogna received underweight hanks
PrincessOfDarkness underweight hanks, no communication.
Sternenstaub waiting for an outstanding purchase
AngelLove Placed order Jan.5th has not received. Sent email Jan 31st.
PandaBerryinSpace~waiting on replacement hair.
tornadoe~sent wrong order but told to keep it.
Goldilocks~waiting on replacement needles.
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I ordered from Dollyhair for the first time and no problems :) I ordered on Feb 1st and got my order Feb 7th :happy:
I hope everyone who is having problems gets them resolved :hug:
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I need the hair I ordered. Two varient ponies are waiting for new manes and mylittlecustoms is out of the colours I need. Plus the hair I did recieve is a horrible colour and I have no use for it
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Did she offer to send you the right colors? or did you ask her to send the right colors?
And although that was nice she told you to keep the mistake, you should get what you ordered. :huh:
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edit: Not relevant to the thread.
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Yikes, that looks like damage done by the PO :huh:
Also I would edit out your address in the one photo ;)
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I'm not sure what could have happened, it looks almost melted. Package was opened then taped shut at the top. I am hoping she will let me return for replacement hanks. *fingers crossed*
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I'm not sure what could have happened, it looks almost melted. Package was opened then taped shut at the top. I am hoping she will let me return for replacement hanks. *fingers crossed*
It looks as though it got stuck in the post office's sorting machines. If it was jammed between rollers it would definitely get a melted spot. Definitely not a problem that Tina could control!
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I'm not sure what could have happened, it looks almost melted. Package was opened then taped shut at the top. I am hoping she will let me return for replacement hanks. *fingers crossed*
It looks as though it got stuck in the post office's sorting machines. If it was jammed between rollers it would definitely get a melted spot. Definitely not a problem that Tina could control!
Does this not belong here? :blush: I thought it was about DH customer service and issue resolution. I'll be honest with you I didn't read the whole thread.
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what the?! that is so not acceptable, sarahlace. poor you.
edit: oh I saw it was a PO thing. Maybe she is nice and swaps it for you though
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I suppose it would not hurt to ask her Sarah. But in all honesty it most definitely seems to be done by the sorting machine at the PO. And although it is not her fault in the slightest it is her responsibility to try and make sure your package gets to you safely. There is such a thin line with this though, as everyone has different opinions on situations like this. I know I would for one have you send back the hair and replace it but that is just me.
I also wouldn't bother asking the PO about it either. They will only tell you that they don't take liability unless you had the package insured. They are not required to make sure that you receive the package in the same condition is was shipped out it. It stinks but that is why they sell insurance.
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Update: yay! Tina is going to let me exchange. This issue has been resolved super quickly and professionally. :satisfied:
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And although it is not her fault in the slightest it is her responsibility to try and make sure your package gets to you safely
I would send her an email and see what she says. My last statement was in regards to the Post Office.
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I received my hair! :D Apparently, she didn't get my original email with my address in it, nor the follow-up email. I sent both from my phone, so I think that's the issue there, and that's certainly not her fault (I'll have to see about updating the app, maybe?).
You can take me off the list. ^__^
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Well this is, I suppose, my final comment regarding my order. Despite her assertions that she would send me a partial refund and the missing amount of hair from my orders, they never came. So I opened a full claim with Paypal and they gave me a full refund.
The only time she ever responded was either directly after I gave her negative feedback on the arena or after I opened or furthered the paypal claim process. I have seen no evidence that she cares about my business or customer service in general. Once my stock of her hair is used up I will not be using her product. I will not order from her again. She has failed me considerably.
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Well the reroot needles which were forgotten from my parcel haven't arrived yet, and there's only a couple of days till the Paypal deadline. If the reroot needles won't arrive within a couple of days, I think I need to open a Paypal claim even though I did receive part of my order? I wouldn't like to lose any money if the needles don't arrive :huh:
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Well the reroot needles which were forgotten from my parcel haven't arrived yet, and there's only a couple of days till the Paypal deadline. If the reroot needles won't arrive within a couple of days, I think I need to open a Paypal claim even though I did receive part of my order? I wouldn't like to lose any money if the needles don't arrive :huh:
That's too bad. I would think that you should be able to file your claim under something like "did not receive items" and then make a note that it was only part of your order not received and how much the items came to.
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I will chime in and say my hanks were shorted. I bought some around Christmas, but I don't need to be added to the list. I didn't send in a complaint since some of the hanks I bought were for another member. I didn't intend to return those. Just thought I would mention it.
sorry i just now noticed this thread else id have posted here earlier. i was the other person who shared the order with Maddie, i had what, 4 or 5 hanks in your order? i didnt have a scale to weigh them but i definately noticed they were on the light side, one or two of which were kinda shamefully skimpy. but i never bothered to email her cause its just not really in my nature to make waves, and it was a split order, and she had just been a real sweetie the last few times id had to email her for other issues (she even found a hank of wisteria in her office and set it aside for me during the DH drought)
im kinda rambling but basically, Maddie, if you wanted to try to contact her about your shorted hair weights go ahead. if youll remind me which i ordered in that lot ill go thru my bin and check which seemed smallish. i know for sure the Bluebell was slim. if you didnt want to bother then no worries. im prolly gonna order from her soon- ill let everyone know how it goes. =]
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I received my replacement hair last week... Sorry to not update, I've been busy. Anyway, I got two thick MLP hanks to finish the project, so that's good. I still think it's unfair she won't fix the size of the 38" hank, though. But, yeah, you can take me off the list now.
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Has anyone besides me who had problems with their orders from Dollyhair considered leaving her either negative or neutral feedback here? Even if the problem was resolved, neutral feedback describing the problem, how long it took to get resolved, and the final resolution would probably be helpful to future buyers.
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I think... We will have to check with a mod on this... But I think the mods do not consider these transactions to be affiliated at all with the arena and as such feedback left here would not be appropriate whether the experience was good or bad.
I know if you make an eBay purchase from someone here you are supposed to leave their feedback on eBay not through the arena system.
Also when I ordered from retro dolls I was instructed not to leave my feedback here but rather on her own private site/forum. I know dollyhair advertises here but she is technically selling with her own storefront so an comments or feedback should probably go through there.
But we can see what the mods say. I've had good experiences with Tina, even with conflict resolution, so I would leave some pos for her if it was deemed appropriate.
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I ordered on the 16th of January and am still to receive my order (to Germany). Is it too early to be worrried? Other things I bought from the US during the same time have long arrived.
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I would almost say yes.
Shipping from the US is horrible slow lately.
I've bought several things around 16-18th of January and they start to show up now.
Not sure why it takes so long. :huh:
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I guess that's good to know, Berry, thank you!
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The East Coast has been slammed with some very inclement weather the past few weeks. And I know they had an announcement up on USPS that there were delays. So it is very possible that would most likely affect delivery times out of the US.
And to answer the question on feedback we discourage it because the transaction did not take place here. It's the same with ebay, etsy etc.
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Sorry to bring this up again, but, regarding hank sizes other than MLP, here's the explanation I was given. I should have posted this earlier, but I was busy with other things at the time I received this email. >.<;;;
Well, here's what happened: my assistant, Lauren, was working for me for five years. She quit in late October. After that, I hired my new assistant, Karen. I trained Karen and I showed her how to operate the machine, and how big the hanks were supposed to be. Karen always followed my instructions perfectly, but that's when the complaints started coming in...
People all started saying that the MLP hanks were too small... much smaller than they'd been accustomed to receiving. I then realized that Lauren had been spinning the hanks much more thickly than she was supposed to, and now, customers were mad that they were receiving less hair. Therefore, I made a change, and all MLP hanks are now supposed to weigh 16 grams (give or take a gram) instead of the 11 grams that they're "supposed" to weigh.
Now, a 38" hank is "supposed" to be twice the amount of a 38" hank. So, by that rationale, a 38" hank is "supposed" to weigh 22 grams. I could have upped the weight of the 38" hanks as well, but I didn't. So they're still at 22 grams. I never got any complaints about the 38" hanks being ssmaller than they usually are, so I assumed that Lauren was only spinning the MLP hanks too thickly.
To answer your question, please order two MLP hanks in the future, instead of one 38" hank. Two MLP hanks will cost you a total of $6.24, and you'll receive a total of 32 grams of hair. But one 38" hank will cost you $6.25, and you'll only receive 22 grams of hair.
I know, it's stupid. But I couldn't increase the amounts on all of the hanks. That would have necessitated me raising the prices. I didn't want to do that to customers.
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She never got complaints about the 38"? Because I definitely had way smaller hanks then they used to be, but I didn't do anything because I just made do with what I had and the order is from ages ago.
What's the point of paying double for a 38" hank when I can get two mlp hanks with more hair?
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Now, a 38" hank is "supposed" to be twice the amount of a 38" hank. So, by that rationale, a 38" hank is "supposed" to weigh 22 grams. I could have upped the weight of the 38" hanks as well, but I didn't. So they're still at 22 grams. I never got any complaints about the 38" hanks being ssmaller than they usually are, so I assumed that Lauren was only spinning the MLP hanks too thickly.
I know for a fact that people were complaining about the 38" hanks being smaller. People here posted about it, and I have seen numerous discussions in doll customizing communities about it. I hate that Tina just keeps turning a blind eye to the problems. Just because people were most vocal about the MLP hank size she addressed that issue and has ignored everyone else.
She talks a lot about her "loyal customers" but she seems to only care about pleasing some customers and ignoring others. It's like she thinks as long as some people will put up with her and keep ordering then everything is okay, and in the meantime she just pretends all the unhappy people don't exsit. She is currently claiming that everything is running perfectly smoothly with her business, but we have had several people post within the past few weeks stating that they are still having issues with orders and are not reciving responses to their e-mails. Obviously things are not fixed, and I hate to think of more people having bad experiences while she slides right back into the pattern of mistakes and silence.
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Apparently ponylady didn't like me confronting Sarahlacewing. My apologies, but I don't like Sarahlacewing's insinuation that the mods are taking sides and trying to prevent people from leaving Tina feedback. As I pointed out originally, my negative feedback was approved so obviously Sarahlacewing has been misinformed.
I know for a fact that people were complaining about the 38" hanks being smaller. People here posted about it, and I have seen numerous discussions in doll customizing communities about it. I hate that Tina just keeps turning a blind eye to the problems. Just because people were most vocal about the MLP hank size she addressed that issue and has ignored everyone else.
She talks a lot about her "loyal customers" but she seems to only care about pleasing some customers and ignoring others. It's like she thinks as long as some people will put up with her and keep ordering then everything is okay, and in the meantime she just pretends all the unhappy people don't exsit. She is currently claiming that everything is running perfectly smoothly with her business, but we have had several people post within the past few weeks stating that they are still having issues with orders and are not reciving responses to their e-mails. Obviously things are not fixed, and I hate to think of more people having bad experiences while she slides right back into the pattern of mistakes and silence.
I have been a loyal customer since 2010. I ordered hair from her exclusively. Yet the only time I've heard back from her since these issues started is when I leave negative feedback, when I opened the paypal claim, when I escalated the paypal claim, and apparently when I suggest others leave her feedback befitting their experiences.
Yesterday I suggested that people start leaving her negative or neutral feedback so that new buyers know what to expect. Today first this this morning I get a note from her saying
"Hello, Nichi. I read your post on the arena, and I was confused as to why you felt that the issue was unresolved. Now I see why. You messaged me through Facebook. I was expecting an email from you. I honestly really don't understand how to use Facebook. I didn't see your message until today. PLEASE email me and tell me what I need to send to you, and please give me your mailing address in an email. [email protected]. Thank you."
Really? Less than 24 hours after I leave that suggestion I suddenly get a facebook response?
And she is expecting an e-mail response when I've already mentioned here and to her through facebook that she never responds to me via phone or e-mail? Really?
And what's all this about not understanding how to use facebook? She understands it well enough to delete people's negative comments about her business from her own facebook page. And she certainly knows how to use facebook messaging well enough to respond to the parts of my messages where I'm telling her why I'm upset. She has used it to send me lengthy messages about why it's not her fault.
But somehow the parts about my address and how much hair I was owed, that part she can't figure out? Even after she asked me for that information in facebook messenger?
I will send her an e-mail. It will contain my address (again) and the amount of hair I am owed (again). But it won't do any good if I keep getting the same message I've been getting about how "your e-mail could not go through. There was an error and your e-mail is not allowed to contact this e-mail at this time."
But who knows. Maybe that "error" will have cleared up.
But at this point, I don't really care. My paypal claim was successful. I'm only doing this to give her the opportunity to show she can actually follow through when she says she'll send the hair to fulfill the order. Because I'm nice like that.
[Removing a Moderator note will not only get you a warning, but will also gain you a banning. DO NOT do so again.
This is a public warning due to your ignorance of the rules. Loa - Site Owner]
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you got your money back, and you are still expecting her to send you the hair?
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you got your money back, and you are still expecting her to send you the hair?
No. As I said. At this point, my paypal transaction went through. I got my money back. I don't actually care if she sends it or not.
However, she contacted me this morning with the message I posted above. She asked me to e-mail her with my address and what I had been owed, it seems she wants to fulfill it anyway. I, quite frankly, didn't expect to hear back from her again.
If she wants to send it, that's up to her. At this point I don't care. I'm not going to wait around expecting it, though. And it's not going to change the fact that in order to get any kind of resolution up to this point I had to go all the way through paypal to do it.
As I said. I have kept people informed on this thread about how she claimed to be willing to fulfill the order but never did. I can only assume she wants an opportunity to prove she can follow through on fulfilling the order and I am allowing her that chance.
If it does come, I'll certainly stop back by and let everyone know she fulfilled it, even after the full refund on paypal. It may not change my thoughts on ordering from her, but it may be information that others want to know. And I'll certainly not begrudge her that.
HOWEVER: These things are true to this point and will not be changed by her sending me hair.
*I have tried calling the number she has provided. She never answers the phone and her outgoing message says to not leave a message. She doesn't check the machine.
*I have tried e-mailing her. I have not received any reliable response back and have even received messages saying my e-mail can't reach her. This latest one seems to have gone through, however.
*I have sent her pm's on the arena. To date, they haven't even been opened.
*I ordered hair from her in November. At the time of my order, there was no notice on her site about orders being delayed. It didn't come till then end of December.
*When my orders did come they didn't have enough hair.
*All messages I have received from her have been seemingly in direct response to either
a) me leaving a negative post on a thread in the arena
b) me leaving her negative feedback on the arena
c) me starting or escalating a paypal claim.
To this point I go for weeks or months without hearing from her. But within 24 hours of one of these things happening, I get a message about how she doesn't understand why I am upset. How I need to understand why it's not her fault. And how she wants to fix it.
So again, even if she does send the hair, it's not going to change anything for me. All of these things will remain true. I do not expect her to send the hair. I haven't asked her for anything since I got my paypal refund.
However, if she is saying she is going to send it, I really think she aught to. Let her yes mean yes and her no mean no. If she isn't going to, I'd like her to say so. Again, Yes=yes. No =no. I am getting frustrated trying to correspond with her. She has had months to send it. Either do it or don't. But quit trying to string it along.
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Please note:
She is a sponsored vendor of hair on the arena and people have left her good feedback here.
This is an absolute untruth.
The Arena has only ever sponsored one seller across any of our boards and that is Shelti.
If a transaction occurs on the Arena, then we encourage members to leave HONEST feedback.
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I just wanted to stop by and mention that I used to only buy 38" hanks and I expressly complained about the size of my recent hanks in several threads and on several places. I did not make her replace the light hanks but only the missing hank and I am okay with that.
But in response to her saying no one complained about the 38" hanks being light- i wanna raise my hand and say that yes i did multiple times.
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NOTE TO PEOPLE WHO USE SARAN: Tina did NOT fix the issue with RD hanks, at least, as far as I can tell. I just received a hank of Pillarbox Red, and it is half the size of the RD hanks I've received in the past. :/
EDIT: I just sent an email to Dollyhair asking if the RD hanks were fixed or not. Hopefully, mine was just a bad one. I'll keep you guys posted on the response.
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Therefore, I made a change, and all MLP hanks are now supposed to weigh 16 grams (give or take a gram)
This might sound a bit petty of me, but I'm irked by the "give or take a gram". I assisted someone with similar things once and I was told that I should aim as close as 20 gram (for example) as possible. It was ok if the package weighted 21-22 gram, but not 19. The customer had payed for 20 gram. If they got less it was considered unprofessional.
I know it's a small thing really, but I can't help wondering why it's so hard to promise the customer to get what they paid for.
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Here's a picture of that RD hank of Pillarbox Red I received today along with an RD hank of Wild Lavender from October. :(
visitors can't see pics , please register or login
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Epp! Not good Panda. I can't seem to find her on FB?
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http://www.facebook.com/home.php#!/pages/Dollyhaircom/121793814627420?fref=ts
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Very sad to see that this still has not been resolved to satisfaction with all parties, both pony and doll customizers alike. :(
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Well, I'm still having trouble too.
My order was shipped January 21, but it never arrived in Germany. Which is very strange because I have never had any packages to me go missing. I informed her, and she said she would send a replacement package on February 27, and I'm still waiting on that one, too.
:( :(
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Thats a big difference in hair quantity :blink:
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Oh wow Panda. I would be really upset. Not cool.
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Thanks for posting that Panda! I had never purchased hair until I saw that people were starting to get their orders on this thread. I've ordered from her 5 times in the past few months with no issues, but since I've never had hair before, I didn't know what people were talking about the "hank size"... I can say that all of my hanks look like your red hank.
The only hair I ordered which is thick and huge in the 38" hank is the color change Saran hair. That one is thick, heavy and lush. The MLP hair is definitely thin. I really hope she can fix this, as it's something that new customers like me had no idea was happening... nothing I can do about it I guess... but I wondered why I was always just BARELY making it rehairing a G1...
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The sad thing is that, those huge 38" hanks? Yeah, they used to be bigger, but she cut the size on those and wont fix them, as she explained in the email I posted earlier in this thread. :/ My past few nylon/polypropylene orders have been okay, but seeing how badly the saran hank was cut makes me feel like she only fixed nylon MLP hanks to keep us happy, but nothing else. I feel bad for doll customizers who use saran and 38" hanks more often, especially since there's no notification of this on her website...
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I was looking at her site and maybe I misread something but I see you said you ordered the RD hanks. Are those hanks actually not supposed to be as big? I quoted below what it says on her page.
Two of my RD hanks are equal in quantity and weight to one of my 38" hanks. That’s why the RD hank is half the price of the 38" hank.
Just curious as this hair thing boggles my mind >_<
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Received the missing part of my order last week :)
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RD hanks are roughly the same size as a MLP hank. It's supposedly the same amount that RestoreDoll sells, but cheaper, which is why it's called RD instead of MLP. A 38" hank is supposed to be double the size of an RD/MLP hank, but now, they're around the same size. However, the two hanks in my picture are RD hanks.
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Yeah, I think someone earlier on this thread mentioned that Dollyhair was only changing the MLP nylon hanks back. Since I deal mostly with saran, I stopped using their business.
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Good news, guys! :) I got a response back from Tina.
Originally, only the MLP hanks were upgraded, but as of a couple of weeks ago, ALL hank sizes have been upgraded.
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That's good to know. I just placed a very large order today. I'll let you all know how it goes.
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I am not trying to make waves at all - but on her site it clearly states that RD hanks are supposedly the same size as RestoreDoll hanks - this is not true at all. The RD dollyhair hanks are longer but they are no where near as thick and have never been as thick. I pretty much use RestoreDoll and RetroDolls for all Saran because of this reason. I am a self proclaimed hair hoarder and have stashes from every single company out there. :)
On another note - glad she finally came to here senses and fixed all hank sizes.
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I just orderd from dollyhair for the first time ever...do you get a shipping notification? It has been a few days and i havent heard anything..
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I ordered on the 21st and got a shipping notification yesterday
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I just orderd from dollyhair for the first time ever...do you get a shipping notification? It has been a few days and i havent heard anything..
I very rarely ever get a shipping notification.
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My order came in today. I ordered 18 hanks. They average about 18 grams. Two come in at 15grams and one at 20. She included a free hank, but there was one missing. As well I ordered two hanks of Raspberry Nymph which was a custom blend, and instead I got two raspberry sorbets. *sigh* I've emailed her about the missing hank and the incorrect ones. Guess we'll see what happens. I want to say overall I'm happy, but I hope I get the missing/wrong ones.
edit- realized that two of the hanks are actually wrong. SHOOT
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:think:.....I hope she gets it sorted for you Vertefae quickly. Let us know how it goes.
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Thanks.. I will. I had my fingers crossed ya know?
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Does anyone know how long it generally takes her to respond?
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I ordered and got confirmation of my order being received on the 23rd. I haven't received any shipping notice or anything since. I understand it may be a little early, but with the current issues in this thread should I email Dollyhair or wait a few more days?
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Does anyone know how long it generally takes her to respond?
I don't think there is really a "typical" response time. Sometimes it's within an hour, sometimes it takes weeks, sometimes months from what some people report. I think it just depends on how vigilant she is being about checking and responding to e-mail at any given time.
She did tell me that when she sits down to do e-mail she responds to the newest messages first, so if it's been a little while with no response then your e-mail may have been shuffled to the back where it's less likely to get a response. So if it's been a few days it couldn't hurt to e-mail her again.
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I opened a dispute on Paypal. I'm not sure how that will work since it's not paid directly to her. I also sent her another email today. This is ridiculous. I realize I'm causing a stink over $9 worth of items, but I needed the colors I ordered. I actually opened the dispute Saturday. I told her in the email she has until Thursday to email me back and if she doesn't I'm escalating it to a claim. I HATE non communication more than anything.
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Sorry it's come down to a dispute claim, Vertefae :(
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Sorry it's come down to a dispute claim, Vertefae :(
Me too. I just do not have patience for people that refuse to communicate. I'll go above and beyond to work with people but if they're just going to ignore me. ugh.
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I emailed DH asking about my order by the order number. I understand Easter may play a bit in a delay in shipping but no shipping notification at all at this point.
I'll give it a few more days ( Since Vertefae, you got shipping notice in two or three days of your order and we both live in Georgia! ) and see if I can't get some info about my order status. I'm not normally this panicky but seeing how there's been so many recent issues, I'm kinda afraid... and thinking I should have ordered hair from another source. :huh:
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If the paypal claim goes through then the agent she uses will handle the claim and can issue a refund.
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thanks for that info, good to know :)
Post Merge: April 02, 2013, 05:25:17 PM
I got an email fromTina, she's sending the missing hanks.
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Glad you finally got some communication. Isn't it amazing how quickly people respond after you open a paypal case? I hope your missing hair arrives quickly :)
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Lol I know right? I won't be closing the case till it arrives, I'll tell you that :)
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Missing hanks came today. Honestly I'm going to stick with order at your own risk...