Complaints

The 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:02/23/2024

  Type:Delivery Issues
  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.

  Placed an order for a.doll on 12/19/2023 but I never received my order and when tracked it shows not shipped. Contacted company by email but received no response.

  Business Response

  Date: 02/29/2024

  **************, unfortunately, American Girl does not have a record of an account or an order in your name.  Also, our 18" dolls begin at $115.00.  We do not have a doll priced at $29.00.

  It appears you may have placed an order with a company pretending to be American Girl, but not American Girl.  We suggest you contact your credit card company to dispute the charges as well as report the website you purchased from to The Better Business Bureau.

  We wish you the best in trying to rectify this situation.

   

  Sincerely,

   

  American Girl Customer Service

• Initial Complaint

  Date:01/16/2024

  Type:Product Issues
  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 a doll that my granddaughter already had. I called and they couldn't cancel it. So I ordered a different one and when the other doll came I promptly sent the other one back at the end of December. I still haven't received a refund on the *********************. Called and the associate informed me they were working on November 18th returns. Call back in another 3 weeks. You have got to be kidding me. It never should take that long for a refund. I definitely will not be doing business with America Girl in the future. I have been a customer for years!! Absolutely done after this fiasco!!

  Business Response

  Date: 01/16/2024

  Our sincere apologies for the delay in receiving your refund.  You have been a long and loyal customer and we're grateful for your years of patronage.  We have issued a refund for the *********************, $121.10 via check. It should be received within10-14 days. The refund order number is **********. Again, we apologize for the delay and the frustration you've experienced, ********************.

• Initial Complaint

  Date:07/17/2023

  Type:Delivery Issues
  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 had some orders that I did not get after ordering from American Girl, and after emailing them I never could get a reply or my items so I had my bank to charge back the charges. I was buying close to and sometimes over 200 bucks at a time every month sometimes more than monthly! Back about 2 months ago I ordered yet another order that was close to ****** this time only to never get it too. I happened to look online to track the order THEY CANCELLED IT. I called and was really ****** off. I was told my address/IP etc had been red flagged. They cancelled that order and will not let me order anymore and gave me ABSOLUTELY NO WARNING AT ALL. On top of that I read a response from them on here that once an order is submitted, they can not stop it, they lied, THEY TOTALLY CANCELLED MINE. I was beyond ******, will not buy from them EVER AGAIN!!!!!!!!! They also took some of my VERY HARD EARNED credit points from me too and would not give back. Their own drivers either did not deliver my orders or they took them for themselves, (AND YES WAKE UP PEOPLE FED EX/ETC STEAL TOO, JUST WATCH YOU TUBE!!!!!!!!!!) and American Girl punishes me for doing what ANYONE WOULD DO, including them. That is reverse the bank charges for items they did not get. Who would not do that????????? I feel that they have discriminated me for flagging my account/address/ISP etc and for assuming that I am the one up to no good. They are greedy, money lovers, forgot where they come from, evil company. I just read they are also supposedly using harsh child labor too. Not my words came from reedit! I thought it was so messed up they will no longer ship here. What about the next renters, I guess if they have children they are going to be screwed too! I will never give this company another dime of my money. How humiliating they want me to continue to order as always but have it shipped to ********* etc so they will have PROOF. It is their people that screwed this up not me!!!!!!!!!!!!

  Business Response

  Date: 07/18/2023

  Thank you for allowing an opportunity to respond to your complaint.

  As a courtesy and business practice, we provide other shipping options for customers who have on-going issues with receiving orders at the address they provided.  We will no longer be able to replace items that have been claimed as non-receipt. As stated in our Terms and Conditions, "We reserve the right to to limit quantities or cancel an order for any reason."

  erican Girl Customer Service

• Initial Complaint

  Date:01/11/2023

  Type:Product Issues
  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 shipped a return to American Girl***** company more than a month ago and they haven't refunded my money but said they will. When I get through to someone they said they will refund my account but it hasn't happened yet and I can't get a live person on the phone anymore

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 5, 2023/01/20) */
  Dear Ms. ******,
  Thank you for allowing us an opportunity to respond to your issue. We apologize for the delay in receiving your refund. This time of the year we have an unprecedented amount of return.
  
  We processed your return on January 15, 2023 in the amount of $108.67.
  
  We apologize you had issues with reaching us by phone. That should never have been.
  
  Please let me know if you have any other questions or issues.
  
  American Girl Customer Service
  
  
  Consumer Response /* (2000, 7, 2023/01/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Finally received refund after more than 40 days and it was not correct and had to continue to call

• Initial Complaint

  Date:12/01/2022

  Type:Customer Service Issues
  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 placed an order on 11/30/22. When I received email of confirmation I noticed the shipping address was not what I had put. I contacted then right away only to be told sorry no changes can be made. Like what ??? They kept over and over saying once it's shipped nothing we can do. However I had just placed the order it took me ******************************************************* on hold for another 10min to just get hung up on. When I call back again the rep says well unfortunately we can't do anything. What kind of customer service is this? So I have to pay for a$300 doll that will ship to somewhere I do not know?? It does not make any sense. I had to get very firm and literally force them to take any action to only be told well in 48hrs we will let you know. What kind of corporation is this we can't change a shipping address??? Buyer beware !!! This is a good way for them to rake in the dough they don't care about their customers concerns only themselves bc it's already paid for!!! I'll never purchase another thing from them customer service is terrible and I still don't know if my grand baby will get her Christmas gift.

  Business Response

  Date: 12/13/2022

  Dear ****************,
  
  Thank you for reaching out with your concern and **** allowing me to address it. Yes, unfortunately, once an order has been placed, we are not able to systematically stop the order. The shipping information is entered by the customer, not **********************. The information is transferred within minutes. It's for this reason, we have noted this on our website in several places, including just before you finalize the order, that the order can not be modified in any way.
  
  That said, we were able to contact the vendor, outside of the US on your behalf, and made an address change. We're hopeful the doll will arrive in time for the holiday and that your granddaughter will treasure it.
  
  Best regards,
  
  American Girl

• Initial Complaint

  Date:11/30/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  TRAN: XXXXXX
  I took *********** to the American Girl store in************************************ We purchased dolls and had a birthday celebration in their birthday room. I also purchased several items separately to surprise her for Christmas. However, after purchasing I realized *********** didn't want the items. I followed the American Girl return policy and shipped back to American Girl to request a refund. After a few weeks, I received my items back stating they couldn't refund for final sale items. There was nothing in the store or on my receipt about this. I paid full price for all items. No alternative option was even given to remedy the situation. I am stuck with almost **** is American Girl stuff that we don't want. Their policy states that if for any reason you don't love your purchase, they will try to make it right. It's not true. They definitely didn't attempt to do anything. I feel scammed.
  
  I tried to return everything but the *** two-piece outfit (receipt uploaded).

• Initial Complaint

  Date:11/23/2022

  Type:Customer Service Issues
  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 ordered a "One of a Kind" doll (order **********). I needed it for Thanksgiving so I made sure to order it well in advance. I paid $242.74 (the order included a doll hairbrush also). During the process of creating the "One of a Kind" doll I chose to include a personalized message, which I was supposed to receive together with the doll. That personalized message never arrived, despite of the fact that I called and emailed American Girl multiple times. They provided me two different codes to make another order for the personalized message that didn't work, and ended up responding to me that they had refunded $20 to me because they couldn't deliver properly. I paid much more for a personalized doll to get all the features I chose, not for American Girl to choose what they deliver and what not. I emailed them informing them that I wanted to submit a complaint to them, but my request was completed ignored. But the worst thing of all is that the doll arrived and it has nothing to do with how it looks in the website when I created it! The hair color is much darker, and the face shape is different. I am really disappointed and frustrated and I would have never paid $242.74 for this doll, which doesn't even have the features I chose. I was in such a time constrain that while the doll came on time now I wont even have time to do anything about it since it's already Thanksgiving and I was confident that this would be a perfect gift and have nothing else, but I feel really disappointed, frustrated and scammed. Plus I am taking it to Europe, so all this much money spent and effort for nothing because American Girl didn't deliver what promised and what I paid for.
  

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 5, 2022/12/13) */
  Dear*************,
  
  Thank you for reaching out to us with your concern and for allowing us the opportunity to address it.
  
  We're very sorry you weren't pleased with the doll you ordered. Although all sales are final on The Create Your Own doll, we did also give you a $94.00 refund based on your disappointment and allowed you to keep the doll. This is the difference between our Truly Me contemporary doll line and the personalized doll you selected.
  
  I trust this was a satisfactory resolution and that the special girl in your life will love her doll.
  
  Sincerely,
  
  American Girl
  
  
  Consumer Response /* (2000, 7, 2022/12/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/24/2022

  Type:Product Issues
  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 have been trying to return 1 of the dolls on my order for the past 6+ months. American girl changed their return time from a year to 3/6 months. Unfortunately I was only able to gift one of these ************************************ so now I just want to get the label to return it but no one responses has been helpful except that the policy changed. My slip says I have a year I should be able to return this item I have wasted hours trying to fix this but have gotten no help and am afraid I send on my own I'll just lose everything. Please help.
  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/10/27) */
  Thank you for allowing us the opportunity to address your concern. Due to the circumstances, we'd be happy to honor your return though outside our current return policy timeline. Please kindly contact us at************* and refer to your account number, **********. I've left notes on your account to approve your return.
  
  Kind regards.

• Initial Complaint

  Date:09/13/2022

  Type:Product Issues
  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.

  Last year in September and October, I purchased multiple dolls under a 1 year return policy. I returned most of them. The company then changed their policy to 3 months this last spring. They still worked with me on refunding it.
  
  Then I found out others were able to return theirs and that American Girl was still honoring their 1 year return policy. So I attempted to ship the rest of my dolls back, before the return period was over.
  
  American Girl claimed 2 excuses as to why they cannot accept my return. First, they no longer have the SKU number since they changed the policy. Second, that the dolls I purchased was initially bought as final sale and nonrefundable. The manager did get frustrated and testy.
  
  Both are false. I pointed this out to one of the managers in email form. First, they have been refunding these same dolls to other customers, as recent as mid July. They also did the same for me. So the SKU seems to not be a problem in those cases. Second, my dolls were bought when the dolls were first released and at full price, BEFORE they had been clearanced and marked as final sale.
  
  I told them this, as well as that this policy was an agreement between the buyer and seller and heavily influenced the quantity I purchased.
  
  I wrote them about this and haven't received any response. It's been a week. The company received my returns a couple of weeks ago. Through this week, I have given them ample time and several emails, including a warning that I would report them if I didn't hear from them. Still no response.
  
  The refund amount is to be $16,734.69. Which is 63 dolls, being $265.63 each.
  
  I have purchased in bulk from this company for many years, and have always enjoyed their products. However, now I have lost trust and faith in this company and their policies. It been almost a month now since I shipped the returns back. I haven't heard from this company in over a week and am very unhappy with how they are handling this!
  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/09/26) */
  Thank you for allowing us to address your concern.
  
  Per our conversations ********************************** we've honored the return request of 35+ dolls.
  
  Sincerely,
  
  American Girl Customer Service