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Réponse de Lucidtoys

Actualisé le 27 mars 2021

UPDATE: 27-03-21
This customer has not responded to our last email to resolve the problem.

Here is the customer's actual doll we sent. Please check the google folder:

https://photos.app.goo.gl/TZ3seCehvYxc4eJQA

The folder shows a beautiful doll in perfect condition. This customer lied and purposefully put an inaccurate trust pilot review about what happened. We sent the doll in perfect condition. Example the doll had red nails and the customer lied and said it came with no nails. Please check the google folder for further evidence:

https://photos.app.goo.gl/hcmJCBtbEmqkgPx87

We still offered the customer a significant discount to make him happy, but has not responded for the last 12 days and has not removed this false trust pilot review.

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Mar 5, 2021
As stated earlier this is not just the case. Its best to be honest and not play this silly game of leaving negative reviews. We always take the benefit of the doubt and side with the customers even when we know there is dishonestly but in certain cases we cannot go any further.

We did not just say "we checked it before dispatch and it was in perfect condition". We also sent you clear quality checked images of your doll and you came up with a silly conspiracy theory that it was untouched by us to take the picture even when we have your actual order label in the image. We sent images of your actual doll that was in perfect condition. The hands were perfect with RED NAILS.

You provided us with only 2 images which was a extreme close up of the hand which had missing nails and a damaged finger. It was obvious to us you did this to hide the true condition of the doll so we can only see the hands. It was clear from the pictures that the hands was in bad condition. The hands have dirt and microfibers everywhere and the nails were missing.

We asked you what happened with the finger and the fingernails? Your response was "thats how my doll was after i removed the protective material on her hands".

Neil, can you please explain to everyone in our customer service department, why does you pictures have the hands with dirt and microfibres everywhere? Why does the pictures you sent have the nails missing with dirt everywhere? What happened to the RED NAILS we sent Neil? Its obvious that you used it and that you removed the nails.

Our staff are here to help and we will always do our best to help customers who have problems or need guidance. But we cannot do much with customers who lie and are dishonest with us.

I would like to share an experience with recent customer who bought a doll a few days ago which was to heavy for him and wanted to exchange for a lighter one. He admitted he opened the box and inspected it. During his inspection he got some dirt on it. As it was minor and genuine mistake with no major implications we still allowed the exchange with a slight fee to clean it up which we will use in a photoshoot. We did not have to do this but we always try to make the customer happy. This customer delivered the doll back and we gave him the doll he wanted. He was extremely happy and satisfied. This customer did not lie and was honest. He treated us with respect and we did our best to make him happy. When customers lie and are not honest, it makes a resolution difficult which no one wants. We are still open to resolving this issue, but leaving unfair reviews is not the way to do it.