My Doll Best Friend Reviews

Name: My Doll Best Friend
Address: 52 Stapleton Hall Road, London, London Borough of Haringey
Rating: 4.92

4.9 Rating 1,867 Reviews

99 %

of reviewers recommend My Doll Best Friend

4.9

Based on 1,867 reviews


Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	97%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

About My Doll Best Friend:

My Doll Best Friend is the UK's leading shop for dolls from age 3 all the way to grown up. We specialise in vinyl play dolls that stand and pose for expressive play. Our dolls are sourced from around the world and we ship internationally as well as in UK. With a vast and ever growing product range there's always something new.

Thank you to everyone for making the time to write a review. Your feedback and support are greatly valued.

My Doll Best Friend

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customerservice@mydollbestfriend.co.uk

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My Doll Best Friend 5 star review on 28th April 2024

Andrea

My Doll Best Friend 5 star review on 27th April 2024

Yuliya H

My Doll Best Friend 4 star review on 24th April 2024

Clare H

My Doll Best Friend 4 star review on 23rd April 2024

Andrea

1000

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Quality is Lacking and customer service rude Once again, the retailer is defensive, accusatory, and aggressive in responding, which shows the character of this company, not even allowing shoppers to have opinions. The response from MDBF is the exact representation of a store people should NOT want to deal with. I am also happy to post my interactions via email from the reps, same attitude and nature. Ordered some items from here and will not order again. There were quality issues with my orders, including loose legs, doll hair sticking completely up, a very expensive doll who could barely stand up. Customer service was rude and dismissive about the issues and mentioned I should go out of my way to correct the doll’s hair issue myself using a hat. After I questioned their Chosen selection process, the company became very defensive and accusatory. I would never order from this company again and would recommend others do not as well.”

Helpful Report

Posted 5 months ago

In complete contrast to what you have written here, you were very entitled to write and share your views. Conversely, it seems you do not like it when we respond to your views, and you begin the process of editing and deleting your own comments and reviews. This response has been drafted in the context in your original review prior to any subsequent editing you may undertake. This review today happens to be based on not having been able to buy one of the 250 limited edition Chosen Gotz dolls in November 2023, rather than the purchase you made in January 2023. In recent Facebook interaction on our business page when you posted under an alias, other customers replied to over 20 comments you made on a Chosen Ava doll post with their opinions that contrasted with yours. One by one you edited and then deleted your comments as people responded to your suggestion that the business had not acted legally, that citizens of the US were disadvantaged, that it wasn't somehow random because none of your entry, your husband's and your mother's had gained a doll. This was the first time you registered for a Chosen Gotz doll, so it seems strange to us that you made a point of never having been successful in obtaining one before. It is not surprising with so many entries that the 250 dolls do not go very far for any given doll. This is the gist of what customers wrote in reply to your comments. Over several days, your editing and deletions took down all of the customer comments, and finally your actions removed our business reply to you so that nobody else could read or benefit from what we wrote. The fact that you edit and delete your comments on Facebook page suggests you have no awareness of your ability to waste everyone's time and not be genuinely interested in the replies. We are very fair with all customers, whether new, or existing, from the UK or international, and we offer a space for everyone to be heard, and value the community. The Chosen Gotz dolls are not the everyday doll business, they are special events, and everyone who participates reads and understands that when they register interest to potentially be allocated one of the 250 dolls, if there are more than 250 people registering, then not everyone will get one and the entries will be randomised. This is the approach that customers have voted up over the years over and above all other methods of distributing them. It would be so much easier for us to add the dolls to the website. When we have done that in the past many dolls have fallen into the hands of a few people, and that doesn't make genuine doll lovers and regular buyers happy, because they then have to pay several times the price on the secondary market to those people who bought all the dolls. These are genuine reviews posted here that are neither edited or deleted by us, so customers will make up their own minds.

Posted 5 months ago

“Very disappointed in this doll, not made well at all, also came with a damaged box. Was for a present so there wasn’t a lot I could do, otherwise wise would have been returned.”

Helpful Report

Posted 6 months ago

Dear Dawn, We are genuinely surprised to receive this 1 star feedback for this doll. This doll is very popular, one of the most popular dolls, and we have sold many over the past few years. We will move this to a product review rather than a merchant review. We can only apologise for your disappointment with your purchase and box, that's not what we want at all for our customers, and we are sorry you didn't have time to return it if you didn't like it. Nevertheless, we hope the recipient is delighted with the doll. Kind regards, My Doll Best Friend

Posted 6 months ago

“This company is clearly selling off faulty dolls, I was advised that the doll I paid full price for gets sent for a repair to Germany without any offer of a refund,exchange or compensation. The item a paid a lot for will not be new anymore except a repaired doll if I sent it back .the doll has loose legs and keeps falling over. I was patronised and advised to practice standing the doll up like a child and then not listening to the issue of the item being faulty..The company is clearly selling off seconds as there was no offer of any money back or compensation and no reply to my email. Avoid buying any expensive dolls from this company as you will be fobbed off or ignored and you'll end up with a secondhand repaired doll”

Helpful Report

Posted 1 year ago

Dear (name withheld), We write to you in response to this review. We heard from you for the first time this week, more than 2 months since you made your purchase. The doll is out of the box and displayed/used. After the 30 day returns period we do not "offer a refund, exchange or compensation" if we can repair or replace the doll. We had no knowledge of any dissatisfaction during the 30 days and at this point the doll is no longer new although it was when you first enjoyed it, so we move to resolving the complaint in line with the legal guidelines. In your email you said the box was "only just opened". Because we write in the product description that the joints can make posing the doll a bit tricky and it can take a bit of practice. It is in the description of the product that it can be tricky to stand the dolls at first; it is not personal or patronising, it forms part of the description of Happy Kidz Sophie, and a suitable response to your complaint as you purchased the doll a couple of months ago, and may not have read the description more recently. There are presently 35 independent 5-star customer reviews on the website for Sophie. We haven't had any complaints about Gotz Happy Kidz Sophie since we began retailing her in 2016. It has been 7 years with no complaints about this doll. There are no seconds. If we sell anything with even a slightly damaged box we list it as DAMAGED on the website with a price reduction, because we have a lot of integrity and our customers throughout the past 10 years know this and keenly leave us 5-star reviews. So there is absolutely no "selling off faulty dolls", "fobbing off" or selling of "seconds". We are entitled to remove this review because of the hateful content. Under the legal sales contract of England & Wales, we are to first offer you a repair or replacement depending on what's possible because the doll is used, and it's a couple of months since you purchased it. We haven't seen a photo and we haven't seen the product, but we take you at your word and agreed to begin the process of resolving this complaint. We are an official retailer and have been retailing Gotz dolls for over 10 years. We would send the doll for repair to the supplier in Germany if it is faulty because we sent you a new doll and it is now used, and this is the first we have heard of any issue, and it is outside of the 30 days return period. Normally this is satisfying to a customer raising a genuine complaint and looking for a good outcome. Although you are not a first time buyer, you obtained a first time buyer 10% discount. This is a misuse of the voucher code, and we note it here in response to your incorrect statement that you paid full price, as you did not. It is not especially a problem, but it is a response to this inaccuracy in your review. We regret that you are not prepared to work with us and instead prefer to post a 1 star review. Sincerely, My Doll Best Friend

Posted 1 year ago

“Lo siento no sabía que iba a tener que pagar 108€ aparte de aduana.me parece súper caro.Pienso que me tenían que haber avisado..pague mucho por ello”

Helpful Report

Posted 1 year ago

Dear Mari Carmen, Unfortunately, yes, you have to pay tax if your country's rules make that clear to you. You do not pay it to the UK, you pay it to Spain. It's not free of tax:) Tax rules are inevitable if your purchase doesn't fall within a VAT-free category. Our prices exclude VAT for the EU, 1. made clear at the top of the EU website page, and 2. on the delivery page, and at 3. checkout your price does not charge VAT. We are sorry that you didn't know this, or that you didn't query the lower prices. We would have been glad to tell you. We did answer all your questions before you ordered. We hope you enjoy your dolls. My Doll Best Friend

Posted 1 year ago

“On August 30th I received an email from you that my order number 2000000737 has left your warehouse. I used the tracking number LTN211150067N1 and my order was last scanned on September 6th at Machelen. The letter states that the delivery time is 6-8 days, but much more has already passed. I should be worried about the delivery of my order. It's still on the way and I don't know where it is. Could you please clarify the location of my parcel?”

Helpful Report

Posted 1 year ago

“The delivery time, even with Covid limitations has been poor”

Helpful Report

Posted 2 years ago

New Zealand is not only the furthest shipping point from the UK, but it's also a country that's been shut down and shipping has been severely affected by Covid. There are few flights and high demand for imports which puts pressure on flights. As we have no control over this, our choice can only be whether to serve New Zealand or not, and this is under constant revision. It's not fair to earn a one-star rating.

Posted 2 years ago

“В данном магазине покупала 15 кукол. Всё было хорошо, никаких претензий не пред, являла, хотя и встречались проблемы с прошивкой. Одна из этих 15 кукол пришла с дефектом на лице. Отсутствовало полброви. Я уведомил об этом магазин в день получения посылки. Прошло полмесяца. Я так и не дождалась от магазина предложений как мне получить качественную куклу вместо бракованный. Я заплатила деньги за качественную куклу и получила бракованную. Кукла с браком на лице мне не нужна. Вызывает разочарование от покупки и сама кукла с браком и не способность магазина решать проблемы с браком и такое наплевательское отношение к постоянным клиентам.”

Helpful Report

Posted 2 years ago

We have written back to you many times and apologised. We have acknowledged there is paint from the eyebrow missing, and we are very sorry for this defect, and have offered several different solutions including store credit or refund. However, each time our reply has been met with a new suggestion from you for us to explore, because ultimately you want the doll. In the last email you asked for a new doll head, but we do not have doll heads here so to arrange something very custom like this we have to contact the supplier, and this all takes time. The solution is not finalised for this reason, and because we are out of stock to make a straightforward replacement. Sincerely, My Doll Best Friend

Posted 2 years ago

“Astronomical prices from Canada. Not worth it. Among my items received very poor quality doll clothes with very loose stitching and lose threads.”

Helpful Report

Posted 2 years ago

Dear Sarah, Thank you for your feedback. You make some good points that we'd like to address. The D'Nenes Marieta doll clothing which you purchased was 75% reduced to £3.31 as we had identified it as having some loose stitching. We believe the price you paid was fair, and you purchased the remaining two outfits at this discounted price. We informed D'Nenes about the stitching on those outfits. This stock is now sold out. In your email you made us aware that you hadn't imported from the UK to Canada previously, and you hadn't been expecting any import costs. Canadian VAT was not added to the invoice at checkout so it would be due based on Canada's import rules. From what you explained to us the VAT and duties imposed by the Canadian authorities were high - higher than we calculated they should have been. Mostly our Canadian customers are satisfied with the shipping process and we rarely hear of any unexpected costs. Informed by your experience we researched the possibility of paying Canadian charges on behalf of Canadian customers for future orders. This is possible and we have set this up. Customers in Canada will pay only the website price and nothing more. This price includes Canadian VAT and duties and My Doll Best Friend settles the payment of this on behalf of customers. This will be on a trial basis, and we will wait to hear if it's popular. We don't want unhappy customers and we hope you feel that we have listened and responded with care and attention. Kind regards, Customer Service Team

Posted 2 years ago

“Очень не довольна работой магазина! Куколка гуляет по странам вот уже 24 дня! А после того ,что ее опять отправили из офиса ко мне -прошло уже 9 дней и посылка ОПЯТЬ не отслеживается! Думаю,это будет моя последняя пркупка в магазине!”

Helpful Report

Posted 3 years ago

Dear Ludmila, This is completely beyond our control, nevertheless we understand your frustration, as we are also frustrated, undoubtedly so are the couriers. London Heathrow downgraded the flights and the parcel service - along with a lot of other customers' parcels going to Russia at the same time. We have a long list of orders affected. The parcel is not wandering anywhere: it is waiting to depart, once it can it will be quick. However, flights have sometimes been affected at the last minute by changes. Most services are fine, but those around 18th/20th February to Russia were affected. We have replied to all your emails and kept you up to date. We apologise again for the delay to the airfreight shipment. Kind regards, Customer Service

Posted 3 years ago

“My doll has been on the road for more than 3 weeks. I still haven't received my package !!! I really don't like it! The store is not responding to my messages. I have already asked several times to sort it out and ask the transport company about the parcel. You write to me by mail so that I leave a review. And my goods have not been received. You do not reply to the mail through which I sent the order! Waiting”

Helpful Report

Posted 3 years ago

Dear Polina, We have just received several emails from you all sent this morning and last night querying the transit time of your parcel. Before then we had not heard from you with any query. We have asked the courier for more information about your parcel and we await their reply. It looks from the tracking like it is at customs in Russia after which it will be released and passed to Russian Post for delivery. There are staff absences at customs offices due to the global pandemic and this can in some cases unfortunately increase the overall transit time of orders at the moment, and we are of course sorry when this happens. Sincerely, My Doll Best Friend

Posted 3 years ago

“Very disappointed . Received Llorens Daniela 37cm Blonde Articulated Doll In Blue Hat yesterday was shocked at the size, on the website the doll is 37cm in length , which is accurate but does not look true to size versus pictures on the website As the doll is not much bigger than a Barbie. Think the website needs to include an image that would visually help you see if it’s what you are looking for such as in a dolls Pram or being held by a child. Not worth the money.”

Helpful Report

Posted 4 years ago

The order was correctly described, and the size stated in the description in centimetres was the right size upon receipt. We shipped the order to you quickly, and it arrived at your home which is outside UK, in just a few days. Llorens Daniela is a beautiful doll and Llorens is highly regarded as a brand of excellent value by many. Constructive feedback for how we might improve is fine, but that doesn't normally cost 4 stars. As this is a product review rather than a merchant review we have moved it to the correct location, to associate it with the product. My Doll Best Friend

Posted 4 years ago

“I really did not like the communication and responses of operators by e-mail .Laugh at me. I tried to help a friend from Kazakhstan, in the end did not buy a doll,and gave her his.And in Russia you sold 2-3 dolls to buyers-dealers and now they sell dolls 3-4 times more expensive than they bought on your website .I don't think I only asked one for myself and one friend Elena from Kazakhstan . You have to trust people and treat them better if the person writes from the heart and for the soul .”

Helpful Report

Posted 5 years ago

“No doll has arrived as yet !”

Helpful Report

Posted 5 years ago

Dear Shoshanna, We hope you had a good new year. Thank you for your email. We have taken a look at your order and the tracking information. The tracking information we sent you (forwarded in your email to us), shows the parcel is in your country, with customs. In terms of the date, your order was placed on the evening of 4th December. We shipped in the next day's working hours on the 5th. Our advice on the website regarding shipping is/was as follows; Christmas: Last Posting Date Rest of the World Economy or Standard Service* 8am Wednesday 28th November Rest of the World DHL Express 8am Friday 14th December Therefore, your order would have reached you if you had selected express shipping, but was unlikely to do so prior to Christmas with the economy service you selected. Here's our advice page for you to read if you didn't see it prior to ordering: https://www.mydollbestfriend.co.uk/delivery We have copied the section that is visible only during the Christmas period*, and was visible when you placed your order: *Based on our experience parcels take much longer to reach their international destinations when ordered in November and December, and should goods needed for Christmas should be ordered as early as possible. We always dispatch quickly, but we have no control over the parcel and the service after it has been dispatched. If you have missed the economy date as advised above, then choose the express shipping method at checkout (if offered, if not offered please assume after Christmas delivery) as the parcel has the best chance of reaching you on this service if the order is needed before Christmas. A variety of shipping options are available at the time you order your goods. Parcels may arrive after Christmas if bad weather, customs delays and other such situations are present on the route your parcel is taking, or if the postal service is not operating smoothly. We will provide tracking information but please be advised that after the parcel has been shipped we only have information based on label scans and if there is no scan, then we have no further information. Procedures of the relevant postal service will be followed for any lost parcel claims. We hope this answers your queries, but please let us know if you would like any more information. The parcel will likely be with you soon now that the bank holidays are behind us. Thank you for shopping at My Doll Best Friend. Kind regards, Customer Service Team Start the Story...

Posted 5 years ago

My Doll Best Friend is rated 4.9 based on 1,867 reviews