Comments on: American Girl, FedEx SmartPost and USPS, Star in a Tale of Bait & Switch; Today on Mommy Ramblings!!!

By: Carolyn

Carolyn — Mon, 19 Feb 2018 20:27:32 +0000

In reply to Sumner. So sorry to hear in the years that things have not improved.

By: Carolyn

Carolyn — Mon, 19 Feb 2018 20:23:10 +0000

In reply to Sumner. Sorry to hear it has not gotten any better over the years.

By: Sumner

Sumner — Thu, 15 Feb 2018 21:26:05 +0000

I found this post because the same thing happened to me… seems like not much has changed since 2012… and it’s 2018 now! I ordered two weeks ago and called just now and was told it was delivered last Thursday by US postal even though we never got it. They were nice enough to send it again via real Fedex this time(I’m sure this is due to the fact that many people called to complain about their order missing via SmartPost).. when I asked if this was even an option during the order process I was told I’ll have to call in an order in order to avoid SmartPost. This is my first time ordering from AG and I have to say it’s been a very disappointing experience. I won’t be ordering anything from them again anytime soon.

By: Tess

Tess — Sat, 27 Dec 2014 15:33:26 +0000

I had purchased American Girl dolls and accessories for my daughter back in the 90s and shipping-customer service was outstanding. I purchased an American Girl doll for the first time in over 14 years and what a difference!! Doll was ordered on Dec 10th and was told it would arrive by 18th, so no need to expedite shipping. Well, here it is..Dec 27th and still no doll.
Calls to customer service are useless..they could really care less. The lady I spoke to had the attitude of oh well, guess you should have paid for faster shipping (remember I was told it would arrive before Dec 18th when I placed the order), and then was told “if you no longer want the doll, you can always refuse delivery”. What the hell??
I would take the advise of the customer service rep and refuse delivery if it were not for the little girl who was disappointed to not get the only thing she asked Santa for this year.
Lessons learned: always pay for faster shipping and never again buy American Girl products.
Oh yea…one last thing before I end my rant…I also got the shipping bait and switch…

By: Lori Feinsilber

Lori Feinsilber — Wed, 11 Dec 2013 22:28:39 +0000

I placed an order for Molly and Emily 254 and another Emily for 129 and now they can’t find my order and there are all sold out. How funny is that? So now my little girl and niece are going to be upset. Thanks a lot American Girl

By: Kate

Kate — Wed, 10 Jul 2013 02:25:50 +0000

YEP! I am going through this same situation right now. Not only that, it has been kicked back 3 more days, so a full 15 days that my daughter has been waiting ( her 5th birthday was a week ago). From the start, the customer service was horrible; they had not sent a confirmation number for two days and when I wrote to complain, they assured me they did…HA! When they finally did send it to me, it was the wrong damn one. Did they flinch when I called to complain about the customer service? No….
I was GROSSLY overcharged for shipping and it seems as if they could care less if I receive the package. Hell, they got their money already, why should they care? Well, AG will never see one red cent from this consumer ever again. I am going to sign on to Angie’s List right now to see if I can slam them there. too. Yes, I know this is unprofessional. I am hoping that with enough bad press, they will wake up and realize this is no way to do business.

By: Kimberly

Kimberly — Thu, 28 Mar 2013 15:19:54 +0000

While attempting to track my doll I found this post. I kept wondering why it was taking so long, after doing a little research I found out why. While I realize this is from last year I would like to add my experience for those who will be buying from American Girl in the future and are trying to avoid this chaos!
I called American Girl this morning after trying and failing to find shipping options listed on their site. They must have received enough complaints to make a change. When I explained to the rep I wanted to avoid Smartpost in the future she told me I could have my account set up to ship FedEx Ground only at no extra charge. This is not the rush service option either just the basic shipping. Now, I wasn’t asking her to change my current order (if I had I might have had a lot more problems!) I just asked how the shipping worked and if there was a minimum order price that set whether the item was shipped ground or Smartpost. (I had noticed that Smartpost liability covers $100 and below.) That’s when she told me they could set up my account to run that way. They were very nice about it. But I have no doubt that I am benefitting from lots of disappointed customers calling to complain when their doll took WAY TOO LONG to arrive. In the meantime I will sit back and wait for my current order and hope it gets here…. before my daughter is too old to play with it.

By: Carolyn

Carolyn — Thu, 12 Jan 2012 19:20:02 +0000

If you just do a search on FedEx SmartPost Complaints on Google, you will see so many complaints and people stating they will not buy from companies that use this service. It just does not make sense.

By: jennifer cashin

jennifer cashin — Thu, 12 Jan 2012 16:37:06 +0000

My daughter got the American Girl doll last year and everything was ok but my niece got it this year and it was a real close call….although she didn’t know it was coming her mother was waiting everyday to get the package and hide it for christmas…it took two weeks. Now I know why. I won’t buy American Girl anymore and not only becasue of this but because it is way over priced~ I buy the off brand accessories and even consignment clothes- got a beautiful dress and shoes- American Girl that would have been $30 for $4.00 and in excellant condition. In theses times we need to be smart consumers and American Girl seems to think we are all stupid.

By: Lisa

Lisa — Thu, 12 Jan 2012 04:01:58 +0000

I am glad I have boys who are not interested in American Dolls, over xmas my personal and business FB page (s) we full of disappointment over their products and service. Bummed to hear another little girl is going to be bummed over this. As an after thought why would a compant choose to have their product transfer through two different shipping companies. Its silly and really cant save them that much money. They should charge a processing fee and then a shipping fee if they need to cover costs. I ship a ton of stuff and its really not that much. Boo on them!