American Girl

I ordered an American Girl doll for my granddaughter for her birthday on the 16th it was ordered on the 9th and it hasn't even shipped out yet this is my first and probably last purchase because customer service can't even answer me so I went to the CEO and sent her an email and she didn't answer me either so I don't know if my granddaughter in California will get her birthday gift or not but this is no way to do business for your overpriced dolls

My daughter wanted to design her own doll for Christmas. When we got on the site to design it was told some things were on backorder and would delay delivery for several weeks. My daughter not wanting to wait purposely picked everything that was not label as being on backorder so it would arrive before Christmas. She comprised on a lot of the design choices. When I made the purchase I was then informed it would still be delayed because of backordering. So it started with the disappointment of her having to comprise on the design. Sucks but ok $#*! happens sometimes. Then the disappointment of finding out it would still be another 3 months till delivery and since they waited until after I made the purchase so she couldn't even go back to make it how she really wanted it. And when it did finally arrive yesterday it had a sticker they put on it saying merry Christmas and had her name printed on it. 2 1/2 months after Christmas. Just kinda brought all that disappointment all over again. Bad form

I was very disappointed that I had to pay $6.95 for a label to return my item. I paid $10 for shipment and did not get it back so charging for the label return was ridiculous.

I can't review the AG product, because I haven't received it -- two months later. This is after waiting the 6 weeks for a custom made product, which I expected to wait. I've been tracking the ship now via FEDEX and USPS - because well AG is cheap and didn't use FEDEX regular but the Econ version that goes via smartpost. My pkg was sent first week of Nov from TX, then it went to NM, then CA, then back to Ohio, where FEDEX notes - label was unreadable. Now back to TX, then AZ, where FEDEX notes - label is unreadable, new label created. And off we go to TX, then northern CA (I am in Southern CA), now back to AZ and now it is in Chino (since 11 Dec) - which is about 98 miles from me and says the first delivery date is 29 Dec. Yup -- that is two weeks from now. I could walk to Chino and back, pick up the AG package, before they could deliver it. This is NOT a FEDEX or USPS issue, rather AG could not print a correct shipping label from day 1 - so the transportation companies can't do their job and properly deliver. So -- no gift under the tree for my granddaughter because AG can not - in three months time get a package to a customer.

My daughter ordered a doll and cheerleading practice equipment for my granddaughter for Christmas. She ordered in early November. She received a large box from American Girl Doll and assumed that such a large box would contain the entire order. When she opened the box it contained only the doll, no cheer equipment. She immediately contacted the customer service department and was on hold for over an hour. While on hold we researched the website to find that what she was supposed to receive, was charged for and not included in the package was of course out of stock and not available until after Christmas (Broken little girls heart of course). My daughter finally spoke to someone the next day to be told that a supervisor would be contacting her. Surprise! No one has called her. This company really cares for their customers, NOT! How can you forget to pack an order and not make it right and not have the courtesy to call and apologize and make it right. DO NOT order from this company. They are terrible.

STAY AWAY HUGE SCAM WILL HANG UP ON YOU VERY RUDE AND TRY TO CHARGE YOUR CARD WITHOUT YOUR CONTEST AND THEN THEY TELL YOU WE DID NOT DO IT ITS AUTOMATIC

Thought I was getting an AMERICAN doll not a made in China doll very disappointed. Not sure why there so expensive when target and Walmart China made dolls are 5 times cheaper.

Went to the American Girl store in NYC and purchased a doll for my 3 year old. She absolutely adores it. Thanks American Girl!

I will never ever waste my time with this company. On the companies website it clearly stated if you get your order processed before 12/1/2020 that you would receive your order before Christmas. First it took forever just to complete the order due to the horrible website which is totally ridiculous, from what this company charges for the dolls they should be able to do much better than that. Once my create your own doll order was placed it clearly stated that none of my parts were on backorder so at this point I'm certain I'll get my order before Christmas. A week an a half goes by I'm not nervous but just curios as to when the order would ship so I contact customer service which again is a joke in itself, either hold for two hours or leave a message for a call in 220 mins. Anyway over the past two weeks I was insured by three count them three customer service agents that I would get my order by Christmas. You ask why I called and messaged on Facebook? I literally just had a bad feeling due to the lack of communication from the company. Now today 12/20 five days before Christmas I'm informed there is no way my little girl would be getting her doll before Christmas due to it being in a long shipping queue, the doll is built but we can't ship it. Basically we can't stand by our promise to get you the product before Christmas. They should have said we basically lied to get your money knowing we couldn't come through. There is no way I would have dropped 212.00 dollars on a gift for my kid if she couldn't open it on Christmas I would have came up with something else. Thanks American Girl you guys suck. I know I'm one person so my opinion isn't much in your bottom dollar but know I never and I mean never write reviews, but I could smear your name over the entire internet I would.

Thank you for absolutely nothing

Be carful!, if you make any mistake on your purchase you will get absolutely zero help and say can't help

This has been a nightmare experience. First let me say the people I have spoken with have been very pleasant. However, continued follow up on my part has taken more time then if I would have driven the 2 hours to Nashville or Atlanta to purchase in person. For over $450 for two dolls I think the orders being correct would be a priority. I thought my order was placed with more than enough time for it to not be an issue for our granddaughters to be able to enjoy their full gifts at Christmas. However, the accessory packs did not arrive with the dolls. Not a huge issue as mistakes happen. Then literally over 10 minutes on hold (doesn't seem like a lot but when on hold seems like a long time). The woman I spoke with was pleasant and I thought took care of my concern. However after being told the accessory packs would arrive by Wednesday December 18th, a follow up by me, again wait for call back this time but time waiting nonetheless, call on Saturday December 21st let's me know they will not arrive until December 30th or later. Fair enough, I will ship the packs to our granddaughters upon arrival since we will be traveling to celebrate with them (even think it will be kinda nice for them to receive an additional package after Christmas). Then an email comes stating that only 1 pack shipped. Needless to say another phone call, wait etc. informs me that the accessory pack sold out and that is why only 1 shipped. That to me is terrible to do to a customer. To remedy this a package that is in stock will be expedited, is what I am told anyway. No choice on what the pack is, as this is only one in stock supposedly (let's play). Well, I just looked that one up and it is terrible. Doesn't go with either of the dolls outfits and cannot see why anyone would suggest this pack. What started as an enjoyable experience to purchase two of our grand daughters, what I thought would be iconic dolls they could play with and have for a long time has turned in to an experience I would expect from a value type shopping choice. Not sure if anyone reads these but would appreciate NOT sending the "Let's Play" pack and instead sending the "Let's Explore" when it arrives or better yet the "Let's Celebrate" that would actually match the doll with a dress. An acknowledgement of this action would certainly save me time of what I assume will be a nightmare of trying to return and get a correct accessory pack. Again, not sure if anyone reads these in their entirety but I will copy and post on any available reviews online as well. Other then the errors and time wasted the bright side is that your people are polite, when you finally get to speak with someone, and appear to attempt to help all they can.