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:09/20/2024

  Type:Service or Repair 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 received an email stating this business was banning my account because I don't uphold his personal views. I do not know this person, he has no clue what my views are. I run a doll group on Facebook and have a doll making business. I have used his site to sell authentic reborn dolls. I have paid money for the service. I have not broken his terms of service.
  
  He is now threatening defamation of my personal name and business. I am not the only one who this is happening to. Multiple users are being targeted as well. He is claiming we support "counterfeit" dolls which equals to dolls from China from places like ******. He had no clue what I do or don't support.
  
  I have not sold on his website or used it to purchase for months. This is random out of the blue. He is threatening to share any personal emails to his company, publicly, after reaching out to me unsolicited.
  
  He had a privacy agreement and terms of service I have not broken, but he is breaking his own privacy agreement and violating my privacy outside of the site, threatening things I may post on social media to use against me and hurt my name.
  
  I run my own business and a large Facebook group that have nothing to do with him, I do not appreciate the owner of the website looking into my life and business outside of the confines of the website and trying to shove his personal views on me.... Over dolls. I have done nothing wrong and want no further contact or the company and owner to use his website against me after being an honest seller paying money to his company. I feel cheated and violated that this person has my personal information, address, etc.
  
  I want this company and owner to remove any information about me from forms and posts and website. I want him to not publicly mention me again. I paid for a service and now I'm being attacked for no reason. I want no further contact from this man again. I want to be left alone and have nothing associated with this unhinged person.

  Business Response

  Date: 10/07/2024

  Dear BBB:
  
  I am writing to clarify recent actions taken regarding ***
  ****** and two other sellers who were removed from our platform, which hosts
  580 sellers. These individuals were found to be selling counterfeit dolls
  and/or promoting the sale of counterfeit goods, which contradicts our
  platform's policies and values.
  
  In email correspondence, *** admitted to selling counterfeit
  items (see attachment) which she refers to as "replicas."  Additionally, she has been violating our rule prohibiting accounts from sharing and selling items on behalf of
  others.
  
  *** has threatened legal action against me and my business
  due to her removal. In response, I stated that any emails and information
  related to the court case would be made public, ensuring transparency for users
  following the situation. This was necessary as *** has been posting untrue
  information to her 10,000+ social media followers, falsely claiming that we
  remove the accounts of anyone who collects counterfeit dolls. This is not
  accurate as anyone is welcome to have an account with us regardless of what
  kinds of dolls they collect (legal or counterfeit).  We just do not
  allow any sellers who sell or deal in counterfeit dolls (which is illegal in
  the USA and Canada) to sell on our platform. 
  See the following government websites which support our stance that it is illegal to sell counterfeit dolls:
  
  ***********************************************************************************************************************************************************************************************
  **********************************************
  
  ***’s false statements have caused significant damage to our
  reputation and business (see attachment for one of the many examples), leading to many account deletions and a loss of
  membership revenue and many hours of my time having to do damage control for her false statements and videos which have harmed my business.

  The only contact I have had with *** has been to inform her of her
  removal and to respond to her legal threats and emails send to me.  Unflike her, I am not talking or making videos and posting on social media about this.  Additionally, I also extended an invitation for
  her to return to our platform as a seller if she agreed to our rules of no longer supporting the sale of counterfeit dolls via her social media channels, ceasing the sale of counterfeit dolls herself, and
  not selling items for others through her account. She has been unwilling to agree to
  these terms and therefore will not be selling on our platform.  Additionally through her large
  social media network, in protest, some of her followers are working on creating
  a competing marketplace which will openly sell counterfeit dolls.  We want no part in that or anyone associated
  with breaking the law.

  Her account has been removed and no
  further contact is or will be made unless I’m contacted by her or her lawyers.
  
  Sincerely,
  
  David *****
  Founder and President
  ***********

  Customer Answer

  Date: 10/08/2024

  Better Business Bureau:

  First off, this has absolutely nothing to do with my complaint. I don't care to ever use the website again. 

  I want this business to completely remove my name from the forums and website, no more defamation. I do not wish to sell on the web site, I never sold anything except authentic dolls, my reviews were 100 percent positive. That doesn't matter, besides the point. I don't want to be associated with this person. I'm not doing anything illegal, just because he doesn't agree with my views, my views are not any of his business. 

  Dave emailed me out of the blue that because I associate, not sell, with people who buy a certain type of doll I cannot sell. I don't wish to sell. I want my information removed, my name is still on the website today! 

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

  I run a PRIVATE (Dave is not a member ), all dolls group with over 8,000 members, I'm not making any pledge to a website that would endanger their privacy. He's overstepped into my private life. I haven't admitted to anything or broken any laws. And if he is a bad business person, no I will not let members share his website on my private platform. Make better choices Dave. As a customer I have a right to boycott him and not recommend him or his services. 

  If you share my personal information on your website/forms, yes, I will take legal action. Dave stated he would in an email. I submitted screenshots of the email in the initial complaint. So onto the actual issue...

  This is my request, it's simple: Remove my name from your website and forums completely. I don't wish to use the service or my name be associated with it in any form. Maybe hire the service of someone skilled in web design to help you remove it if you're not able to. 

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  *** ******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:12/25/2022

  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.

  Please see the three attachments for all required information. I did not receive the product I ordered from the website. This was a Christmas gift for my daughter.

  Business Response

  Date: 12/25/2022

  Hello,
  
  You have our business ****************) confused with another website with a similar name (reborndollshop.com).  Look at the invoice you sent over and you will see it clear as day.
  Sadly, there are many companies out there that are scam reborn sellers and trick you into buying knock-off dolls using bait-and-switch tactics.  This company is one of the worst offenders.  Juts google their name and "reviews" and you will see.

  
  The way these scammers work is they steal photos of authentic reborns dolls from sites like ours and then post the photos on their website as if they have that doll for sale.  Of course its all a trick to get you to think you can get a great deal on a high quality reborn for $80-$150.   Often times they will even tell you the doll is silicone too to further entice you.
  
  You then order from them and in 1 to 2 months when your package comes in (from China!) you receive an extremely poor quality plastic knock-off doll that looks nothing like what you ordered and you realize you have been scammed.
  
  At Reborns.com we are different.  We are a platform of over 500 carefully vetted reborn artists who sell direct to you who all have individual feedback ratings from prior customers.
  
  The doll that you see listed on Reborns.com is the actual one-of-a-kind doll that you will receive after you order it.  Most of our artists live in the USA and have been selling on our platform for years with great selling history.   They are real people who you can actually talk with and ask questions if you have any.  
  
  
  I'm so sorry if you have been scammed by one of these companies.  I encourage you to contact ****** or your credit card company and try to get your money back and then leave feedback about your experience on BBB or TrustPilot under the scammers name to warn others.  Most of the time a refund won't be possible because ****** will require you send the doll back, and to send back to China will often times cost more than the cost of the doll, so sadly the scammers will get away with stealing your money.  It sucks, I know.
  
  I hope you have found this information helpful and you consider shopping with us at Reborns.com if you want a true reborn doll and not a knock off.
  
  Dave ***** (Owner of Reborns)
  Cleveland, Ohio