Complaints
Customer Complaints Summary
- 9 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:26/06/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
date of transaction was sept 27th 2023. I ordered a baby doll for my grand daughters 1st birthday since I had owned 2 Ashton drake baby dolls myself I wanted to get her one. I found one and the total was ******. From what I thought happened was I was making payments of ***** a month to pay off the ****** through paypal like I do with many companies I purchase from. But yesterday when I saw another ***** come up for payment I decided to investigate because I thought for sure I should be done paying off the ******. Well after I looked back, I saw I did pay for the ****** on the day of purchase and somehow I was signed up for Ashton drake rewards without my knowledge. That was what I was being charged for. A reward program I knew nothing about. What do you even get for ***** a month from this kind of company? I felt so scammed. I have signed up for many things that have a trial program but I always know about it. I was blind sided by Ashton drake and its pretty disgusting!!! I will never buy from them again. Hope they feel satisfied taking my ****** .
Business Response
Date: 28/06/2024
June 27, 2024
Customer Relations Advocate
**********************
******************************
*****************
RE: *******************************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of you notification dated June 26, 2024, regarding ********************** complaint.
Our records indicate ******************** placed an online order for the Little Miss One-derful Baby Doll, and accepted an offer for the ************************* a subscription service billed at $19.95 per month.For further details and cancellation of the Rewards Program, we invite ******************** to contact the ************************* **************** at ************, We apologize for any inconvenience this may have caused.
Sincerely,
***************************
Client ServicesCustomer Answer
Date: 01/07/2024
Complaint: 21903791
I am rejecting this response because: Looking back the day of purchase I see nothing about a rewards program. I have signed up for many trial things in my life and have never NOT known about it. When I look back in emails, there was an email the day after I purchased the doll but that was the only email mentioning a rewards program that was among so many other emails telling more about other products they had for me to buy. So no I dont accept the explanation. Im not denying that I probably signed up for something but it was definitely not clear anywhere that I could see. It was sneaky for sure.
Sincerely,
*******************************Business Response
Date: 08/07/2024
July 8, 2024
Customer Relations Advocate
**********************
******************************
*****************
RE: *******************************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your additional notification dated July 3, 2024, regarding ********************* complaint.
Our records indicate the ************************* **************** has cancelled the subscription service and issued a refund to ******************** PayPal account as of July 2, ******** the five monthly fees billed this year. Since we do not show that the three-monthly fees from 2023 have been credited to her PayPal account, we are sending a refund check for those fees by mail. Please allow 2-3 weeks to receive the refund check. We apologize for any inconvenience this may have caused.
******************** may also contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
***************************
Client ServicesCustomer Answer
Date: 08/07/2024
Complaint: 21903791
I am rejecting this response because: Im happy for the response and I do see the credit for 3 months. After I recieve the 3 other months by check in the mail I will update my response. But I do appreciate the response and effort.
Sincerely,
*******************************Initial Complaint
Date:13/04/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was interested in a product (a stuffed dachshund called Lil Miss *******) and selected the PayPal option. Within PayPal, I decided not to complete the order and canceled and then emptied my shopping cart. This company then still took my information and charged me for this product a total of $52.03. I received the stuffed animal and decided I do want to return it. This transaction took place on March 28th and was However, I went to look at my PayPal account on April 12th, exited it. And then I went to the Ashton Drake website to look up how to return and how to get the customer service phone number. A few hours later,I received another charge for $52.03. The company charged me again for a product that was not on a payment plan and for a product that I did not order or even link to and select purchase from their website on April 12th. The total price was a one time payment of $39.95 and then shipping and handling which totaled $52.03. This company has unethically taken my PayPal information and charged me another product that I did not authorize. I have emailed them and included PayPal transaction IDs and have not heard back. I received one product. Even if they do resolve this problem themselves, I would still like to report them for unethical use of PayPal information to purchase and send products that are not 100% authorized and are not fully purchased using PayPal and they should not be linking accounts and information if they are going to be utilizing the information in this way.Business Response
Date: 19/04/2024
April 19, 2024
Customer Relations Advocate
**********************
190 *******************. #***
******, ** N6C 4Y7
RE: ***********************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated April 13, 2024, regarding Ms.******* **********
Thank you for bringing this matter to our attention. The client placed an online order for the
Lil Miss ******************** Collection. The following explanation appears on our website.
How do Collections and Subscription Plans work?
We make it easy for you to purchase any collection by signing up for our convenient and affordable Subscription Plan.This Plan reserves a collection in your name, beginning with your purchase of the first issue. That means timeliness of delivery and no risk of a future price increase. Usually, each issue in your collection is billed and shipped separately to you about once a month, after each previous issue is shipped and paid in full. Charges for all subsequent issues will be deducted from the same payment method as your first issue. Think of the excitement you'll feel when a new issue arrives automatically to add to your treasured collection. Of course,each new issue is backed by our guarantees, and you may cancel your collection Subscription Plan at any time with no obligation. Try it today!
Our records indicate the client contacted our company to cancel the collection, however, the second shipment Boss Bed and Soda Pup had already shipped. In the interest of good client relations, we have settled that invoice and the refund of $52.03 will be applied to her PayPal account. Please allow 3-5 days for the credit to appear.
If **************** has any other questions, she can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
***************************
Client ServicesInitial Complaint
Date:24/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On December 19,2023 I received a letter AshtonDrake.com saying I had charged back $$71.37 on my Mastercard for an order that was sent to my address on November8, 2023. I have never heard of this company let alone charged an item from them on a credit card. My Mastercard shows no record of the charge or chargeback. They have now sent me an invoice for the above amount. I never received any package from this company.Business Response
Date: 10/01/2024
January 10, ****
Customer Relations Advocate
**********************
**********************************
******, ** N5V 3N6
RE: *************************
Case # ********
Account # not available
Dear Customer Relations Advocate:
We are in receipt of your notification dated January 3, ****, regarding **************** complaint.
************** states that he has never ordered nor received a package from our company. This matter was referred to our credit department and they have settled the account.
We apologize for any inconvenience this may have caused, and if ************** has any other questions, he can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
**************
Client ServicesCustomer Answer
Date: 10/01/2024
The credit department at Ashton Drake only sent me bills with a letter that said I had denied a charge. They now say the matter is resolved. They did not contact me that the matter was resolved. Thanks for your help in this matter. My credit card info had been stolen and I referred them to **** and Ashton Drake did not contact me again to say the matter was resolved.
*************************
Initial Complaint
Date:31/10/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered the ****** touch-activated interactive baby girl on October 21, 2023. In October 23, 2023, Ashton Drake updated my account saying the item had been shipped.However on on my *** tracking it still showed label created, The delivery date will be provided as soon as possible. So I gave it a few days, because I figured the shipping hasnt been updated just yet. However when I checked again on October 26,2023 the message still showed as if the package had not been shipped. I reached out to *** first to make sure it wasnt something on their end.They informed me that they DO NOT HAVE THE PACKAGE IN THEIR POSSESSION and that I should call the shipper. That same day I waited on hold 58 minutes to talk to someone, 2 minutes before 6pm. Once the lady picked up my call and I explained my situation to her, she told me I had to wait 5 to 9 business days before they would do anything. I asked her why they marked my package shipped on their website, if it hadnt been shipped. Today is October 31 and the package still shows shipped on Ashton drakes website, but still shows label created on the *** website. I purchased this gift based on recommendations from ****** for gifts to buy Alzheimers patients. My grandmother who is 77 years old is in her later stages of Alzheimers, and this was supposed to be a gift to keep her company. Ashton Drake has done everything they can to rob me. *** given this gift to my grandmother, I also signed up for the payment plans. Theyve taken the second payment out of my account but Ive yet to receive my package.Business Response
Date: 15/11/2023
November 15, 2023
Customer Relations Advocate
**********************
190 *******************. #***
******, ** N6C 4Y7
RE: *******************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated November 10, 2023, regarding ************** complaint.
Thank you for bringing this matter to our attention. Please see provided *** tracking for the ********************* shipment.
Your shipment 1Z2WX080YW06490554
Delivered On
Friday,November 03 at 2:16 P.M. at Front Door
We apologize for any inconvenience and if ************** has any other questions, she can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
**************
Client ServicesInitial Complaint
Date:15/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Client # *********
Order # * ************
On six separate occasions I have emailed the customer service ‘contact us’ on the company’s website. On their website there is no phone number listed anywhere for customer service.
I did not understand I was signing up for multiple subscription dolls. I only wanted what I saw advertised in the magazine which was 3 dolls. They have continued to charge me monthly for multiple alien dolls as well as multiple baby monkey dolls. In all emails I sent to them I specifically said to cancel all future purchases, to cancel any/all subscriptions connected to my name/credit card/address. I said I do not want any future installments.
Ashton Drake has repeated sent me invoices so I further hand wrote back to them on each invoice stating ‘CANCEL ALL SUBSCRIPTIONS CONNECTED TO THIS NAME/address/Account!’ Yet I have received three more invoices for a doll called ‘zailor’ in which they stated I have been sent. I was never sent that doll or if I was sent it I never received the doll. I want my subscription cancelled and I do not owe them anything for a doll I specifically asked not to be sent and also never received and do not want.
At this point this company has swindled hundreds of dollars from me and who knows how many other innocent folks from unclear subscriptions contracts. People do not understand based on BBB reviews that the dolls they are purchasing are subscriptions of dolls.
STOP MY SERVICE NOW AND MY BALANCE SHOULD BE ZERO!Business Response
Date: 24/05/2023
*** *** ****
******** ********* ********
****** ***** *********
**** ***** ****
****** ** *** ***
*** ******** *****
**** * ********
******* * *********
Dear Customer
Relations Advocate:
We are in receipt of
your notification dated May 15, 2023, regarding Ms. ******* complaint.
Thank you for
bringing this matter to our attention. Our records indicate we received a
request to cancel the Out of This World doll collection on March 9,
2023, however, ****** had already shipped on January 9, 2023. Ms. ***** reported
that she did not order nor receive this doll. We settled the bill and mailed a
refund check for the $29.67 payment. Please allow 2-3 weeks to receive the refund.
If Ms. ***** has any
other questions, she can contact us directly. Our toll-free number is 800-323-5577
and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00
p.m.
Sincerely,
******** **
Client ServicesInitial Complaint
Date:11/01/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a doll in December for my granddaughter and it was to be in payments but I called them December 15 and told them to take the whole amount out of my account I wanted to pay it in full she had me on the phone awhile and assured me it was done.now I am receiving bills for payment also they sent me two items for the doll that I never ordered and went in my account and took money out for these things even though I never ordered them I had no idea they could have bounced my account one was for $39.16 and the other was for $33.86 when I got these I called them right away and told them to never do that again I told them to take my card off there computer and to put my money back they still have not put my money back I sent the items I never ordered in the first place back and they still have my credit card numbers this is Ashton-DrakeBusiness Response
Date: 20/01/2023
******* *** ****
******** ********* ********
****** ******** ******
*** ******* *** ****
******* ** *** ***
*** **** ********
**** * ********
******* * *********
Dear Customer Relations
Advocate:
We are in receipt of
your notification dated January 11, 2023, regarding Ms. ********** complaint.
Thank you for bringing this matter to our attention. Our
records indicate Ms. ******** notified our company that she would return the Homecoming Gift Set and the Hats and Diapers stating she did not order them. The payments
of $33.86 and $39.16 were refunded to her credit card on January 13, 2023. Please
allow 3-5 business days for the credits to appear.
Ms. ******** placed an online credit card order for the Katie doll and the first payment of $44.82 was billed on December 8,
2022. We removed the credit card per the client’s request and the balance due
is $131.12.
Please accept our
apologies for any misunderstandings, and if Ms. ******** has any other
questions, she can contact us directly. Our toll-free number is 800-323-5577 and
our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
******** **
Client ServicesInitial Complaint
Date:03/01/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was unable to cancel the order hours after it was placed even though it had not shipped yet. On that same call, I was informed that a return label would be inside the box. When I received the doll 4 days later, that return label wasn’t. So I called AGAIN and asked for this return label and this lady filled out info and sent it to my email for me to print. I had to fill out a form and attach it to the box. Done. Dropped off at UPS. Tracking info shows it was received the next day. Nothing has been processed yet and despite multiple emails, I have heard NOTHING regarding my return. I want my money back and to be removed from mailings and such for this company.Business Response
Date: 10/01/2023
******** *** ****
******** ********* ********
****** ******** ******
*** ** ****** ******* ***** ****
******** ** *****
*** ******* ****** *********
**** ****** **** ****
*********** ** *****
**** * ********
******* * *********
Dear Customer Relations Advocate:
We
are in receipt of your notification, dated January 9, 2023, regarding Ms. Goldsmith’s
complaint.
Concerning
the returned item in question, 03-02924-001, “Rosie”, the credit of $43.70 was
applied to the customers PayPal account on January 9th. The credit
will appear on the customer’s statement within 3 to 5 business days. We apologize for any inconvenience this may have
caused.
If
Ms. Goldsmith has any other questions, she can contact us directly. Our toll-free
number is 800-323-5577 and our hours of operation are Monday through Friday
from 7:00 a.m. to 6:00 p.m.
Sincerely,
******* *****
Client
ServicesCustomer Answer
Date: 11/01/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I had to do a lot to get this refund.
Sincerely,
******* ****** *********
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