Reply from BestRealDollApr 8, 2026
Hi Tim,
We are very sorry for the trouble you experienced and sincerely regret any inconvenience this has caused. After looking carefully at your order and concerns, we would like to explain a few things:
一,Packaging and Shipping: You contacted us on March 18th, before placing your order, worried about possible damage during shipping and asked us to strengthen the box. We explained that the doll’s head and body are packed separately, with layers of bubble wrap and blankets for protection. Our US warehouse does not have extra materials for stronger packaging. To help avoid shipping problems, we suggested buying insurance, as shipping is sometimes out of our control.
二,Shipping Damage and Refund: About the damage in your photos, we quickly contacted the insurance company and told you that you could use the photos to ask for partial compensation. You agreed to a $270 refund, which we have now sent directly to your payment account.
三,Doll Quality: The doll you ordered is made of TPE and does not have a Yoga skeleton, so its internal frame is not very flexible. For future orders, we recommend adding a Yoga skeleton for more flexibility. We also offered an extra 5% refund, but we haven’t received your confirmation yet. Please let us know what you need so we can help.
四,Bank Information: The insurance company asked for your bank information to give the refund. We never asked for your personal banking details. We can also send the refund directly to your original payment method.
五,About BestRealDoll: BestRealDoll has been serving customers for almost 9 years. Customer satisfaction is always our top priority, and we never try to mislead anyone. We aim to provide honest and reliable service.
六,Next Steps: To fully resolve this, could you please tell our customer service team exactly what you need for this order? This will help us give the best solution and improve your experience.
We really value your support and patience, and we hope to fix this issue to your satisfaction.
Best regards,
Max