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Business Profile

Dolls

Marl & B

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dolls.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/02/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    The seller gave me a different doll with the same dress. The doll I purchased didnt have short lashes on the ends of her eyes nor was her complexion this yellow.I have photo evidence the doll does not match what was pictured for sale and that I had purchased

    Business Response

    Date: 01/03/2025

    This response was taken verbally by BBB:

    We have been in touch directly and refunded him a complete refund to include shipping both back and forth. This has been resolved and please close this complaint.

  • Initial Complaint

    Date:07/19/2022

    Type:Product Issues
    Status:
    Answered
    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.
    There is false advertising on their website and poor conflict resolution.

    If you go to this page, you see the item is there and can add it to your cart and check out.

    *******************************************************************

    I have called them with no answer and emailed them multiple times. After the second try, I got a response. After I informed them of the issue with their website but instead of attempting to resolve the issue, they just never responded and they still haven't even fixed their website.

    Very poor customer service just to rip me off of $40.

    Business Response

    Date: 08/30/2022

    Business Response /* (1000, 5, 2022/07/23) */
    The item is clearly on pre order and is not in stock yet. I told her that and she wanted to cancel. Per our web site, there are no refunds on deposits. Her site is not misleading in any manner.


    Consumer Response /* (3000, 7, 2022/07/26) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    Because if it was clearly marked, then I would have been aware in advance and the pictures submitted would have clearly shown "preorder" and "deposit" which it does not. Nor does the checkout screen show "deposit only". Anybody who didn't know would be able to go through the entire checkout without knowing.

    It wasn't until I kept checking and checking the order status on my own and wondering why it hadn't shipped that I found out it was a pre-order. Nobody at the business had personally let me know, they just ignored me.


    Business Response /* (4000, 14, 2022/08/18) */
    I'm attaching a copy of the pre order invoice that **** placed through our site and paid the $40 deposit. We order dolls based on how many pre orders we get, so we do not refund deposits. I'm attaching a link to our site where it says deposits aren't refundable, and a link to where the doll is now in stock for $210. Before this doll came into stock (and when **** ordered her), it said "This doll is $210 with a $40 deposit", and we provided the date it would be coming in. Thank you.

    https://www.marlbe.com/index.php/faqs

    https://www.marlbe.com/index.php/shop/product/6793-jem-music-medley-fashion-pack


    Warm Regards,
    Brooke
    Marl & B Inc
    www.Marlbe.com
    XXX-XXX-XXXX

Marl & B is NOT a BBB Accredited Business.

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