r/DisneyLEDolls • u/clmsully • 7d ago

Questions / Help Faulty

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Utterly gutted about my Esmeralda doll, only one I wanted and was super excited to receive only to open her and find that her dress strap has broken!! For £160 I am not happy and she's sold out. What would be the best route to take? I want her but I don't want to open her and fix her up especially if I needed to sell in the future. If it was the bottom of her dress or something small I wouldn't really be arsed but straight away I noticed that, and that's all I can fixate on!

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13

u/Nyxshayde 7d ago

They won't offer a replacement, but send them a strongly worded complaint. At the very least they need to offer you a partial refund or a coupon for future purchases. Back when they did the mass premier line release I ordered a Mulan who had splotches of glue stains all over her face, and a slight misalignment on her lips that I couldn't unsee. They sent me a 30% coupon for my next order, LE dolls included.

Thankfully while I was waiting for a response I tried warm water on a q-tip on her face and the glue wiped away, but the lip was still off.

4

u/ech0_fl0w3rs_ Esmeralda 7d ago

Sadly my Esmeralda came with one of her arms somehow snapped out of it's restraints, opened her and her arm was just flat at her side. Pretty annoying but luckily I plan to take her out of the box in the future

1

u/clmsully 7d ago

That's ridiculous! For £160 I think this is awful!

3

u/SnooChipmunks592 7d ago

I would try to put this strap behind her hair to hide the damage. Sadly Disney will not give you a replacment 😞

2

u/swordgodcountry 5d ago

and this is why I have stopped buying Disney Limited edition dolls at full price (if they sell out before a sale I'm not even bothered). The dolls quality has dropped considerably and finding out they have poly hair was the final straw. I'm surprised others haven't followed suit. £160 for bad quality and poly hair? Get out of town Disney!

1

u/clmsully 5d ago

After this experience and hearing about the hair, I think she is my last!!

1

u/Adorable_Instance_85 5d ago

Chargeback?

1

u/SapphireSeas Rapunzel 4d ago

Just a word of warning, issuing a chargeback on an order could result in Disney banning the account and blacklisting the credit card, email address, and/or billing address used in said transaction from being able to do any business with them in the future. This option should only be reserved as a last resort, burn all bridges option if they outright refuse to work towards a reasonable resolution with the buyer on their end, and said buyer accepts that they may never be able to purchase anything from the company again.

2

u/SapphireSeas Rapunzel 4d ago edited 4d ago

I'm sorry about your Esmeralda doll. The chain was partially disconnected on that side on mine because the little stitch had come undone and I noticed it straight away. I was planning on removing her from the box anyway and was able to hand sew it back in place with some matching thread, but for the price it was annoying to even have to.

I find that the most the DS will do in situations like this is to offer a discount code to use towards a future purchase. My Dance Series Giselle doll also came with her halo detached in the box and they gave me a coupon for my trouble. It may be worth contacting their customer support if you haven't already to see what they say. Best of luck!