SOOM customer service - Final update...FINALLY

[barbgirl1999]

Just curious how it works...I can't find a way to contact them directly, it seems my only option is to post on the dumb Q&A board and hope someone responds.  Can that be right?? 

If so, anybody have any idea how long it takes them to pay attention and get back to you?  The board says my post has 2 "hits"...whatever that means.  But there's been no response, and I haven't gotten an email or anything.

This is the most bizarre "contact us" situation I've ever experienced.

[Samauria7]

I haven't dealt with Soom specifically but it seems most of the doll companies I have encountered use a Q&A board as their main contact point for customer service rather than an email or phone line.

The one occasion I had to use one (contacting Bambicrony with a question about an order I had received) I left the Q&A message and they responded to that post within a couple of business days.

The 2 hits are page views and may include the times that you have viewed the page.

Hope this helps a little bit. 

[barbgirl1999]

I guess I've just been lucky and never had to deal with BJD customer service.  I've never had any issues, lol.  The Q&A just seems like a weird way to run  it.

I haven't pulled the thread back up and looked at it, since it isn't showing any replies...so maybe they've read it and just haven't gotten back to me yet.  Hopefully I'll hear from them at the beginning of next week.

Thanks!

[brightberry]

I've posted on there more than once.  Usually they get back to me the next business day unless they need to pass on my question then it can be two days.  If it's about shipping, I think it takes two days to research it.  I'm honestly impressed how many they seem to answer a day. 

[kCherry]

  The Q&A just seems like a weird way to run  it.

  QFT

  However I will say that one of my favorite things about dealing with folks overseas is being exposed to what I would consider odd. Broaden those horizons! LOL

  Thanks for posting, Barb. The Q&A boards as customer service is definitely good knowledge to have. Let us know when you hear something back from them!

[barbgirl1999]

Soooo...I got this response today

"Dear Amanda,

Hello

We are sorry to hear that ㅠㅠ
We cancelled your order. Please find below the details of the cancellation fee.
order amount : ＄440.00
cancellation fee (25%): 110$
paid: 253.80
We will refund you 143.8$ in points within this week.

Have a nice day~

Regards

Laetitia, SOOM "

Refund in points?  Does that mean they aren't going to give me my money back?  Because NOWHERE in the customer guide does it say that.  It explains the 25% fee, but nothing about points.  I really hope they aren't just giving me store credit.  I cancelled the order because of an emergency and I need the money.

[Vertefae]

Oh no. Yeah it looks like points/store credit. I'm sorry!

[barbgirl1999]

Oh no. Yeah it looks like points/store credit. I'm sorry!

I'm going to flip my lid if that's the case.

NOWHERE does it say that

Cutom Orders(All Resin Dolls)
If you place a "Custom Order", it cannot be cancelled after making payment. If you place a layaway order, it cannot be cancelled after making 1st payment. Basically all resin dolls that listed on Soom site are items on demand. Also some outfits are items on demand. In the case of cancelling order due to circumstances beyond our control-death, disappearance, or corresponding case- there will be 25% of cancelling charge from the total amount of your order except shipping fee.

※ It is only possible to cancel or get a refund 100% within 24 hours your settlement completed.

[Vertefae]

I wouldn't blame you if you did!

[NoDivision]

Hm.. I know I've read about people getting refunds back from soom before, but I'm not sure what the situation was.

[barbgirl1999]

Hm.. I know I've read about people getting refunds back from soom before, but I'm not sure what the situation was.

Yeah, I'm pretty sure I've heard of people getting actual refunds from them.  So I still have my fingers crossed.  If I can get that money back, with all the dolls I've sold...that's payment for my tires.  I need that money, lol.

[Radiance]

I'm pretty sure they'll refund your money. Did you pay with Paypal? If they do just give you store credit points you may be able to make a case through PP. Good luck!

[barbgirl1999]

I'm pretty sure they'll refund your money. Did you pay with Paypal? If they do just give you store credit points you may be able to make a case through PP. Good luck!

It's just credits.  I argued with her, but it was like arguing with a fence post.  So they're just going to reinstate my order and I'll just pay for it whenever I can.  I am so over it.  This is why I don't buy direct from the company.  I've NEVER had good luck ordering direct. 

I honestly can't help it my aunt passed away and I missed a couple of days of work, and then my car decided it needed 4 new tires the next week.  I specifically said I was cancelling because I was desperate for the cash. 

[Vertefae]

I'm so sorry. What a pain in the rear!

[hannaliten]

Oh no, that's too bad. I've only had to dealt with Soom's CS once, and I didn't have a good experience either