American GirlReviews 53

Have been waiting for merchandise I ordered on December 15,2019. Still not here. Will have 2 disappointed granddaughters onChristmas Day. It shouldn't take 9 days to have an order delivered. I tracked the order, first FEDEX picked it up, then sent to various Fedex places. Fedex then delivered it to a US Post office to be delivered. Still haven't seen the merchandise. Other stores that I ordered from On 12/15/19 came before 12/20/19. Never buy anything from them again!

This has been a nightmare experience. First let me say the people I have spoken with have been very pleasant. However, continued follow up on my part has taken more time then if I would have driven the 2 hours to Nashville or Atlanta to purchase in person. For over $450 for two dolls I think the orders being correct would be a priority. I thought my order was placed with more than enough time for it to not be an issue for our granddaughters to be able to enjoy their full gifts at Christmas. However, the accessory packs did not arrive with the dolls. Not a huge issue as mistakes happen. Then literally over 10 minutes on hold (doesn't seem like a lot but when on hold seems like a long time). The woman I spoke with was pleasant and I thought took care of my concern. However after being told the accessory packs would arrive by Wednesday December 18th, a follow up by me, again wait for call back this time but time waiting nonetheless, call on Saturday December 21st let's me know they will not arrive until December 30th or later. Fair enough, I will ship the packs to our granddaughters upon arrival since we will be traveling to celebrate with them (even think it will be kinda nice for them to receive an additional package after Christmas). Then an email comes stating that only 1 pack shipped. Needless to say another phone call, wait etc. informs me that the accessory pack sold out and that is why only 1 shipped. That to me is terrible to do to a customer. To remedy this a package that is in stock will be expedited, is what I am told anyway. No choice on what the pack is, as this is only one in stock supposedly (let's play). Well, I just looked that one up and it is terrible. Doesn't go with either of the dolls outfits and cannot see why anyone would suggest this pack. What started as an enjoyable experience to purchase two of our grand daughters, what I thought would be iconic dolls they could play with and have for a long time has turned in to an experience I would expect from a value type shopping choice. Not sure if anyone reads these but would appreciate NOT sending the "Let's Play" pack and instead sending the "Let's Explore" when it arrives or better yet the "Let's Celebrate" that would actually match the doll with a dress. An acknowledgement of this action would certainly save me time of what I assume will be a nightmare of trying to return and get a correct accessory pack. Again, not sure if anyone reads these in their entirety but I will copy and post on any available reviews online as well. Other then the errors and time wasted the bright side is that your people are polite, when you finally get to speak with someone, and appear to attempt to help all they can.

As someone who used to live and breathe "American Girl" as a young child, I was thrilled that my girls were finally of age to purchase them their very first AG dolls. Ordering the dolls was annoying as the website kept failing and adding items twice for no reason. After an hour of trying to place the correct order, I was so excited! Then the disappointment came rolling in. I got an email a week later saying the custom dolls had been shipped and after yet another week of sketchy shipping details (or lack thereof), it was determined that they slapped the shipping label on incorrectly and it was unreadable aka lost. So I picked up the phone and tried to figure out what the issue was. I sat on hold for an ungodly amount of time. Had to hang up and tried again later that day. Again--sat on hold forever and eventually hung up. Decided to send an email instead. Sent a VERY strongly worded email and never got a response! I kept checking the shipping status of the original package and a week later it magically makes it to my city. I mean really? I have yet to even get a pity response from their company, can't get them on the phone. This will be my absolute last purchase from this company! Highly undependable, their customer service is pitiful at best, and their prices are absurd. What is to like? Bye.

They advertised 20% off on orders more than $100 on October 29. What they don't tell you is that is capped at $499. They also claim to offer free shipping, but when you add certain items (e.g. Food) they remove the free shipping despite telling you in the cart that "You've qualified for free shipping!". For real, a piece of toy pizza screws up free shipping for all the other items.

I understand that they have a very desirable product and parents will do ridiculous things for their children, but this company apparently like to suck you in with special offers that turn out to be not so special.

I would not recommend them, but if you have to have their product prepare to swallow your pride.

I ordered 2 bitty babies and 2 diaper bags with accessories this evening from American Girl to set back for my children's Christmas because they were offering a 20% off total order coupon which I felt like was a great deal, so I went ahead and ordered to take advantage of the coupon. Immediately after getting my order confirmation email I noticed the price was higher than the original cart price that I thought I had purchased, so I start looking over my order details and notice that an extra bitty baby had somehow gotten added on during the ordering process, so I immediately called customer service to either have the extra doll removed or just cancel my order entirely and I will reorder the correct merchandise. I waited 25 minutes for a representative, and was told that my order could not be modified because my order was already processed. It had been 30 minutes! Am I supposed to truely believe that in 30 minutes that my order had already been packaged and was on its way to delivery and could no longer be modified?!? I was told that my only option would be to just return the doll after it was delivered to me, and pay a $6.95 fee for return shipping. Why can you just NOT ship it in the first place snd save us all the trouble?!? Poor customer service speaks volumes about a company, so needless to say, I hope my girls enjoy their dolls because this will be the last purchase with American Girl.

Went to the American Girl store in NYC and purchased a doll for my 3 year old. She absolutely adores it. Thanks American Girl!

Sooo many problems with orders. Website is severely troubled. Cost cutting measures have resulted in dolls that are poorly made with cheap fabric and eyelids that don't even cover the eyeballs. They'll say anything to get you off the phone but never follow thru. Even corporate managers outright lied to us. Used to be a great company but quality and service are rapidly getting worse. Plus the shipping cost is high and they don't reward loyal customers... new ones get a 20% coupon but not regular customers. Mattel has taken a quality product and ruined it, choosing to turn a treasured keepsake into a disposable Barbie. Buy an older one on eBay or shop at Target.