Bad non-pony item from Goodwill auction- Modified with Update! :)

[Radha]

   So, I know several of us on the forum sometimes browse and buy from the Goodwill auction site, whenever their shipping costs don't work out to be to crazy

  Last week I purchased an American girl doll from them.  Unlike the pony lots, which are grab bag, this one was for one doll, with photos and a description of 'light wear'.   I was super disappointed to have her arrive yesterday with her thumb chewed off!  Not just a few chew marks, mind you- it's gone, with chew marks on the hand and a rough stub.

  I went back to the webpage and checked the auction link again, thinking I must have made a mistake and missed that detail...nope   Not only that, but now that I know about her thumb I can see how it's somewhat carefully not pictured in any of the photos.     I've contacted them via email, but their site says that returns are considered on a 'case by case basis'.   To me chewed off fingers are definitely not 'light wear', but I'm worried they'll tell me that it's tough luck. 

   I did also look into the American Girl hospital, but to replace a limb they replace the whole body, it looks like(?), which cost 44.00 on top of shipping.  That plus shipping plus the original price means that I could have almost purchased a doll brand new

   Has anyone here had to return anything from an online Goodwill auction? I've never been unhappy with them before.

   **Update- I am super excited! I heard back from them today via email (and I only sent my email this morning).  If I want to return the doll they will send a prepaid shipping envelope and give me a full refund when they receive her back...or  if I still want to keep her they will give me a 50% refund.  I'm still bummed she was messed up, but I'm please with their offer.  If I get the 50% refund that covers the cost of a new arm.   

        This seems like really nice customer service to me- no back and forth about it being 'As-Is' and I don't have to eat the cost of shipping.  I'm relieved- I guess you just start to expect bad service after a while, so this was a nice surprise.   

[MandarinCupcake]

That's awesome to hear that they are working with you!

[hathorcat]

Oh thats pretty good! Sounds like you will get the perfect resolution!

[Ringlets]

Its so nice to learn of a positive outcome in a case like this ! I'm really glad that they worked it out with you - thank you for letting us know