A few weeks ago I wrote about all the Tears we had over our broken mini Lalaloopsy doll. I glued her leg on and she now only stands. The company came through (see note below) and mailed Lily a new doll to replace her broken one...
I had MANY back and forth e-mails with the customer service department of Lalaloopsy. Their policy for broken toys is to mail the item back (UPS or FED EX), with the receipt and packaging info. Which, in my opinion, is RIDICULOUS. It would cost me more to mail all that info to them using the most expensive way to send something than to walk into the store and repurchase the item. On top of that, my daughter received this for a gift so we do not have the receipt. I did have the packaging because it doubled as a house and my daughter wanted to keep it. Otherwise I would have thrown it out. Most companies will apologize and mail you a gift certificate to purchase a new one or at least a postage paid sticker to place on the box if they wanted you to return it. I was not happy about their policy for broken items at all, considering it seemed to be an issue with manufacturing because there are MANY people whom are having the same issue with the legs and heads breaking off of these dolls. I was told by a rep that as a "one time courtesy that she would forward my e-mail to a supervisor".
In the end I was pleased & thankful that a supervisor mailed me a new doll and Lily is very happy which makes me happy.
I just feel sorry for the rest of the people who will have to deal with this nightmare of the "broken item/return policy" of this company.