Appalling customer service – sent an incomplete custom order, then tried to charge me to fix it.
I ordered a customized 5-piece nesting doll set (Order #JHSL918442). When the package arrived, the set was incomplete and only contained 4 dolls, rendering the entire integrated item useless as a family gift. When I reached out to customer support, the agent explicitly admitted to the mistake, confirming that the shipment was incomplete and should have contained five pieces. However, instead of offering a free replacement for their production error, they unilaterally applied a useless $4.00 partial refund to my account against my wishes. When I insisted on receiving the actual 5-piece product I paid for, the agent refused a free replacement and instead sent me a live PayPal invoice link demanding additional payment to process a remake. Their support team told me, "We cannot resend you a 5 nesting dolls for free," completely ignoring the fact that they never sent what I originally paid for in the first place. Sending an incorrect, incomplete custom order and then demanding the customer pay extra to fix your factory's mistake is unacceptable and deceptive business behavior. Avoid this company if you expect to actually receive what you order. The company eventually replaced the order for free but only after I opened a dispute with PayPal. They would not fulfill the order until I closed the dispute. The order was extremely late as it was a gift.