American Girl
Reviews and Complaints

First on the delivery, I ordered an item that was not on back order and it took 2 months to get to me. very disappointing. Then I got an e-mail with Memorial Day sale 10-20% off if you spend a certain amount. I was planning on spending over $150. when I went to check out no % was taken off. I e-mail customer service and the reply back was it excluded... a long list of items not in this promotion and of course it was on every item I wanted. AG could of stated that in their promotion e-mail. Then when I deleted some items and was going to pay, I noticed they are not charging the correct tax, After I was that AG was charging more tax than needed, I go so frustrated that I logged off of my account and bought nothing. AG is getting awful to purchase from. I hear I can go to Walmart and they sell AG items with no shipping cost and be charged the correct tax amount.

As someone deeply invested in the world of American Girl, I understand the allure and magic these dolls can bring to young hearts. However, it's disheartening to see the stark contrast in customer experiences. While some customers praise the brand for its inclusivity and positive messages, others have faced significant challenges. Issues like delayed shipments, poor customer service, and quality concerns have left a bitter taste for many. It's crucial for American Girl to address these shortcomings to ensure every child's experience is filled with joy and wonder. As you consider exploring the world of American Girl, keep in mind the diverse range of experiences shared by fellow customers.

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

I am so proud to support a company that pomotes all parts of the human experience for girls. Body Image is a wonderful affirmation of the differences of everyone as well as give support to those that may be viewed as "different" when everyone should be valued for just being here. Thank you

I was over the moon when I found Molly is back. I hadn't been looking for her, I saw a dress on Etsy that would fit AG dolls. (I was looking for miniature dollhouse furniture). We still had the desk and the yellow metal bunkbead, but no Molly. My new Molly is perfect! If I can only find the violin.

I love this site. I had an American girl doll when I was younger. My sister had two. We got the historical dolls that come with books about their story. You can get different historical outfits and furniture for them. All the products are very high quality. I just recently bought some dolls for my nieces, and they love them.

I just bought a fancy accessory for my granddaughter from American Girl website, americangirl.com, two days ago. It was said to be a limited quantity item, but it wasn't on back order. I was told that I would receive it next week when I ordered it, but after two days, I still haven't received any information about it. So, I decided to call them, but I had to wait for over 45 minutes for a call back. When I finally got through, they told me that the item was back-ordered and wouldn't be in stock until April 30th. Can you believe it? Over two months for an item for the doll of the year, which we purchased for my granddaughter's birthday. Who is responsible for stocking around there, and why is there such a long wait for an item? Maybe it's made in China. You would think they would have items available for a doll that just came out! The service was very poor all the way around! If I hadn't contacted them, I don't know how long it would have taken to receive this information. It's all automated, really! They should hire some real people to keep their business running! It's expensive to buy from people who are cheap about running their company, and they have no regard for the children!

I recently made a purchase on americangirl.com for the Julie doll on 10/10/21. I was really excited to give it as a birthday gift on 10/21/21. However, I was disappointed with the service I received from the company. After making the purchase, I never received any updates on the status of my order. I even emailed customer service on 10/19/21 but received no response.

Feeling frustrated, I decided to call customer service on 10/20/21 to inquire about my order. To my dismay, I was informed that the item was still in the warehouse. I explained that the gift was for a birthday on 10/21/21 and I wanted a refund since nothing had been done the whole time. The customer service agent then told me that American Girl has a policy that I needed to wait until 10/22/21 and if I hadn't received the doll by then I could call and have my order refunded to me.

I was really upset with this policy and immediately emailed customer service to express my dissatisfaction. Unfortunately, I never received a response from them. Instead, the doll was supposedly shipped at 5:25pm on the day of the birthday. This was pure laziness and terrible business practices for a place that charges $153 for a doll.

I would advise anyone to stay away from this place. There are other vendors who put them to shame with their customer service and business practices. It's really disappointing to see a company with such a high reputation fail to deliver on their promises.

American Girl.

My daughter was super excited to design her own doll for Christmas. We went to the website and started picking out all the cool stuff to make her doll unique. But then we saw that some of the things we wanted were on backorder and wouldn't be available for a while. My daughter was bummed, but she still wanted to get her doll before Christmas so she picked out everything that wasn't on backorder. She had to compromise on some of her design choices, but she was still excited to get her doll.

When I went to make the purchase, I was told that even though we picked out things that weren't on backorder, the doll would still be delayed because of the backordered items. I was frustrated because my daughter had already compromised on her design and now we had to wait even longer. But I figured, hey, $#*! happens sometimes.

So we waited and waited and finally, after 3 months, the doll arrived. But when we opened the box, we saw that American Girl had put a sticker on it that said "Merry Christmas" and had my daughter's name printed on it. It was a nice gesture, but it just reminded us of all the disappointment we had felt when we were waiting for the doll to arrive.

Overall, I think American Girl needs to do a better job of managing their inventory and communicating with their customers. It's not fair to make kids wait for months to get their dolls, especially when they've already compromised on their design choices. And while the "Merry Christmas" sticker was a nice touch, it just felt like a slap in the face after all the waiting we had to do.

My daughter was so excited to order a doll and cheerleading practice equipment for my granddaughter from American Girl Doll website for Christmas. She ordered in early November, thinking that it would be enough time for the order to arrive before the holiday season. However, when she received a large box from American Girl Doll, she was disappointed to find out that it only contained the doll and not the cheer equipment.

She immediately contacted the customer service department, but unfortunately, she was on hold for over an hour. While waiting, we checked the website and found out that the cheer equipment was out of stock and not available until after Christmas. It was heartbreaking to see my granddaughter's disappointment when she found out that she would not be able to practice her cheerleading routine during the holiday season.

My daughter finally spoke to someone the next day, but she was told that a supervisor would be contacting her. Unfortunately, no one has called her yet. It was frustrating to see that this company does not care about their customers. How can they forget to pack an order and not make it right? They did not even have the courtesy to call and apologize and make it right.

I strongly advise everyone not to order from this company. They are terrible and do not care about their customers. It was a terrible experience, and I would not want anyone else to go through the same thing.

I recently purchased the American Girl "Kira" Down Under book for my granddaughter who is 9 years old. I trust American Girl to provide wholesome and innocent content that helps our children maintain their innocence and navigate this ever-changing world. However, I was disappointed to find that this book intentionally includes information about two aunties who are gay and have gotten married. While there are no vulgar details, the book mentions that they finally got married since the law changed and even includes a visual wedding picture.

I'm not quite sure what American Girl's agenda is here, but I don't appreciate the author and the company planting these types of seeds in children's minds, including my little granddaughter's. While it's fine if this is a true story, it's not necessary to add it into children's books. People's private lives should be kept out of it, and our children should be allowed to maintain their innocence.

I'm not a hater, and I believe that people should be allowed to live their lives as they see fit. However, I am disappointed in American Girl for allowing this content in their books. As a result, I will no longer be purchasing anything from this company. It's a shame because I was a great customer, but they have lost me forever.

So, I had to change my credit card number because it got hacked, and I had to back order one of the pieces from American Girl. But when they tried to charge my new card, it got declined. So, I called their customer care line to give them my new credit card number. I called in the morning and asked them to call me back in 140 minutes, but they never did. I called again in the afternoon, and the same thing happened. So, I called again at 7 pm, and I've been on hold for two hours already. The music they're playing is so annoying, and I think they chose it to make people hang up. It's ridiculous that they don't have enough operators to handle the Christmas rush. They should know that our business is important, and they should take care of their customers better.

Another thing that bothers me is that they produced a new sugar plum fairy doll that costs $250.00. When I went to look at it on their website in early December, it was already sold out. How many little girls are asking for this doll and won't get it? They advertised it heavily and put it on the front cover, but they didn't make enough of them. It's not fair to the kids who wanted it and couldn't get it.

Overall, I'm disappointed with American Girl's customer service and their lack of consideration for their customers. They need to improve their operations and make sure they have enough products for everyone who wants them.

American Girl is a company that I used to love when I was a young child. Recently, I was excited to purchase my girls their very first AG dolls. However, the ordering process was quite frustrating as the website kept adding items twice for no reason. After an hour of trying to place the correct order, I was finally able to do so. However, my excitement quickly turned into disappointment when I received an email a week later saying that the custom dolls had been shipped but there were issues with the shipping label. As a result, the package was lost.

I tried to contact the company by phone but was put on hold for an ungodly amount of time. I eventually had to hang up and try again later that day. Unfortunately, I had the same experience and was unable to speak with anyone. I decided to send an email instead and expressed my frustration in a strongly worded message. However, I never received a response.

Despite the lack of communication from the company, I continued to check the shipping status of the original package. A week later, it magically made it to my city. I was relieved but still disappointed with the overall experience. The undependability of the company, poor customer service, and high prices make it unlikely that I will make another purchase from them in the future.

Overall, American Girl has a lot of work to do in terms of improving their customer service and ensuring that their products are delivered in a timely and reliable manner. While I appreciate the quality of their dolls, the frustration and disappointment that came with this experience make it difficult to recommend them to others.

I just ordered some stuff from American Girl and I gotta say, I'm not too happy with the experience. I got 2 bitty babies and 2 diaper bags with accessories for my kids' Christmas presents because they had a coupon for 20% off the whole order. Seemed like a good deal to me, so I went for it. But then I got the confirmation email and the price was higher than I expected. I checked the details and saw that they added an extra bitty baby to my order without me even noticing. What the heck, right?

So I called customer service to see if they could fix it. I waited on hold for 25 minutes before I finally got to talk to someone. And then they told me that they couldn't change my order because it was already processed. But it had only been 30 minutes since I placed the order! How could it already be processed and on its way to me? I don't buy it.

Anyway, they said my only option was to wait for the extra doll to arrive and then return it, but I'd have to pay for the shipping. That's just ridiculous. Why not just not send it in the first place and save us all the hassle? It's not like I wanted it.

Honestly, this kind of customer service is really disappointing. It makes me not want to shop with American Girl again. But I hope my girls like their dolls at least.

I gotta say, I'm pretty disappointed with American Girl. I went on their website and saw that if I ordered before 12/1/2020, I'd get my order before Christmas. Seemed like a good deal, right? Well, it took me forever to actually place my order because their website is a mess. I mean, come on, they charge so much for these dolls, you'd think they could afford a better website.

Anyway, I finally placed my order for a create-your-own doll and it said that none of the parts were on backorder. So, I figured I was good to go and my daughter would get her doll before Christmas. But then, a week and a half goes by and I still haven't heard anything about shipping. So, I contact customer service and it's a whole ordeal. I either have to wait on hold for hours or leave a message and wait for a call back.

After talking to three different customer service agents over the past two weeks, I was told multiple times that I'd get my order before Christmas. But then, just five days before Christmas, I'm told that my daughter won't be getting her doll because it's in a long shipping queue. Apparently, the doll is built but they can't ship it. What kind of nonsense is that? They promised me I'd get it before Christmas and now they can't even stand by their word.

I spent $212 on this gift for my kid and now she won't even be able to open it on Christmas. If I had known that, I would have gotten her something else. Thanks a lot, American Girl. You guys really dropped the ball on this one. I know I'm just one person, but I'm seriously considering telling everyone I know not to buy from you.

I gotta say, my experience with American Girl has been a real doozy. Don't get me wrong, the folks I talked to were real nice, but dang if it didn't take me longer to sort out my order than it would have to drive all the way to Nashville or Atlanta to buy in person. And let me tell ya, spending over $450 on two dolls, I expected my order to be top priority. I thought I had plenty of time to get everything sorted out before Christmas, but when the accessory packs didn't show up with the dolls, I started to worry. I mean, mistakes happen, right? But then I had to wait on hold for what felt like an eternity (seriously, ten minutes is a long time to be on hold) just to talk to someone about it.

The lady I spoke with was real nice, though, and I thought she took care of everything. She said the accessory packs would be here by December 18th, so I thought we were good to go. But then I had to follow up again (more waiting on hold, ugh) and found out the packs wouldn't be here until December 30th or later. Okay, fine, we'll just ship 'em to the grandkids when we get there. But then I got an email saying only one pack had shipped. What the heck, right? So I had to call again (more waiting, more pleasant people on the phone) and found out the pack I wanted was sold out. Like, seriously? That's no way to treat a customer.

They said they'd expedite a different pack that was in stock, but I didn't get a choice in what it was. And let me tell ya, the one they sent is just awful. It doesn't match either of the dolls' outfits, and I can't imagine why anyone would suggest it. What started out as a fun experience buying these iconic dolls for my granddaughters has turned into a real headache. It feels like I'm shopping at some bargain store instead of a high-end retailer.

I don't know if anyone actually reads these reviews, but I sure hope they do. I'd really appreciate it if they didn't send the "Let's Play" pack and instead sent the "Let's Explore" or "Let's Celebrate" when they're back in stock. And if they could let me know they're doing that, it would save me a lot of hassle trying to return the wrong pack. Despite all the errors and wasted time, I will say that the people at American Girl are real polite and seem to want to help. It's just a shame that the rest of the experience has been such a mess.

I can't review the AG product, because I haven't received it -- two months later. This is after waiting the 6 weeks for a custom made product, which I expected to wait. I've been tracking the ship now via FEDEX and USPS - because well AG is cheap and didn't use FEDEX regular but the Econ version that goes via smartpost. My pkg was sent first week of Nov from TX, then it went to NM, then CA, then back to Ohio, where FEDEX notes - label was unreadable. Now back to TX, then AZ, where FEDEX notes - label is unreadable, new label created. And off we go to TX, then northern CA (I am in Southern CA), now back to AZ and now it is in Chino (since 11 Dec) - which is about 98 miles from me and says the first delivery date is 29 Dec. Yup -- that is two weeks from now. I could walk to Chino and back, pick up the AG package, before they could deliver it. This is NOT a FEDEX or USPS issue, rather AG could not print a correct shipping label from day 1 - so the transportation companies can't do their job and properly deliver. So -- no gift under the tree for my granddaughter because AG can not - in three months time get a package to a customer.

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.

I placed an order for a doll on August 10, 2020. However, as of December 17, 2020, I still have not received the doll. Whenever I check the tracking information provided in the email from American Girl (AG), it always shows that the doll will arrive on December 22. However, the dates keep changing and getting further away. This has been happening for months, and I finally reached my limit with the constantly changing dates. I called AG yesterday, but the customer service representative, *** was unable to figure out what was happening. She had to escalate the issue to another department. I then spoke to a person named ***, who informed me that the package is lost between their warehouse and the FedEx warehouse. They will investigate to find out what happened, but I will need to reorder the item, and it will not arrive in time for Christmas. She offered me a credit, which I found unacceptable. I expressed my dissatisfaction, and she then offered a $50 discount, but I still found this unacceptable and appalling. I have received several emails from AG and have screenshots showing the changing dates. So basically, I paid a significant amount of money for a doll on August 10, 2020, and now I have been told that I will not have the doll for my granddaughter for Christmas. My order number is XXXXXXXXXX, and the tracking number is XXXXXXXXXXXXXXXXXXXX, *** - ***. Now my granddaughter is upset, and I have lost respect for the American Girl corporation.

code didn't work, free ship $10 off emailed they said to call I called they said okay and I didn't know until I got the invoice I was charged shipping I got a coupon from Pampers its for $10 off and FREE shipping it clearly showes it's good until December 31 2020. I typed in the code and it didn't work so I emailed them November 10th. They emailed back November 15th and said to call. I called. I was on the call for an hour total. I was placed on hold the person told me that they were able to get it to work on their end so I can place the order by phone. I said okay placed the order. I was not told the free shipping part of the coupon would not be honored or I wouldn't have placed the order. After I got off the phone I got an invoice showing that shipping was charged so I emailed them right away to ask for it to be refunded. They emailed back November 20th and said not the coupon is expired so the $10 off was a one time courtesy. That was not said by the phone to me and I have the coupon so no it's not expired. I called them November 21st and the person by phone said the same it will not be adjusted in any way. I asked if I would possible have a 10 off next purchase or something so I am not completely out the money. She said no it has been gone over with management we are not going to adjust anything. I explained that I was holding the coupon and it is not expired she said that it is expired on her screen which I have no access to. This is unfair business practices. You cannot have an offer and not honor it, and then when the person reached out for herlp act like it is being honored by saying I got it to work on my end. If the shipping part of the coupon was not being honored it should have been told to me. I should not have found out in the email that the coupon was not working. Then when I call for a resolution they act as though they had no part in me being confused when the entire confusion is because of them. The 1st part of the confusion is the coupon that is not expired. It would have been as easy as me typing in the code and it going through. Instead I have spend several hours trying to figure this out between 2 very long phone calls and emails. This is very poor customer service. I was just trying to get a doll for my kid at the price that was promised to me and instead I just have a jumbled mess and a company blowing me off. I am attaching both the front and the back of the coupon clearly showing it is not expired.

I was really excited to order some stuff from American Girl on December 15, 2019, but it's been a long wait and I'm starting to get worried. My granddaughters are really looking forward to their presents on Christmas Day, but if they don't arrive soon, they're going to be really disappointed. I don't understand why it's taking so long for my order to get here - it's been 9 days already!

I tried tracking my order, but it's been all over the place. First, FedEx picked it up, but then they sent it to a bunch of different FedEx locations. After that, they delivered it to a US Post Office to be delivered to me, but it still hasn't shown up. I'm really frustrated that other stores I ordered from on the same day have already arrived, but my American Girl order is still missing.

Honestly, I don't think I'll be buying anything from American Girl again after this experience. It's just not worth the hassle and disappointment.

I gotta say, I was pretty excited to get my hands on an American Girl doll from their website. But boy, was I let down. First off, the freckles on my doll were just plain ugly. They looked like they were drawn on with a gold marker or something. Definitely not what I was expecting based on the pictures. And then, to make matters worse, I had to wait over an hour just to find out that they were going to replace my doll with a cheaper one. Like, seriously? I customized it for a reason! I was so disappointed in everything about my experience with AG.

And don't even get me started on the ordering process. I had to repeat myself so many times just to get my order in. It was a total hassle. And for what? A doll that wasn't even worth the $200 price tag. I mean, come on.

To top it all off, the customer service was just as bad as everything else. I was so frustrated with the whole thing that I just gave up and decided to take my business elsewhere. I wouldn't recommend American Girl to anyone based on my experience.

I gotta say, I was pretty disappointed with my experience with American Girl. I wanted to get my daughter a doll for her birthday, and I thought it would be a great idea to order it from their website. But man, was I wrong.

First of all, they make all these promises about how great their dolls are and how fast they can ship them to you. But when I called customer service to ask about delivery times, they told me I needed to order the doll three weeks in advance. So I did. And what happened? Three weeks later, the doll still hadn't shipped.

I called customer service again, and they couldn't even tell me when the doll was going to ship. They just said it would be another ten days after it shipped before I received it. That's ridiculous! My daughter's birthday is coming up, and now she won't even get her present on time.

I'm really disappointed in American Girl, and I don't think I'll ever do business with them again. And that's a shame, because I have two younger daughters who would love to have their own American Girl dolls. But if this is how they treat their customers, I don't want to give them any more of my money.

I used to be a big fan of American Girl dolls and have purchased them for my daughter and three granddaughters in the past. However, I recently came across a book or pamphlet that was written by or for the American Girl company. It discussed issues related to children's gender and other topics that I don't believe are appropriate for minors. As a result, I have decided not to buy any more American Girl products in the future.

I think that American Girl should stick to what they do best, which is manufacturing dolls. They shouldn't be expressing their opinions on what parents should or shouldn't tell their children. I believe that this unwanted "wokery" that they've written will hurt their company in the long run.

Overall, I'm disappointed in American Girl and won't be buying their products anymore. I hope that they will reconsider their approach and focus on creating high-quality dolls that children can enjoy without any controversial content.

My kid finally got her hands on an American Girl doll after begging for it for ages. She played with it twice and then bam! The right leg fell off. I tried to fix it so it could sit pretty on the shelf, but then the other leg fell off too. My poor daughter was devastated to see her beloved doll without two of its limbs. And let me tell you, this toy ain't cheap. I was so disappointed that it broke so easily for the price we paid. And to add insult to injury, I found out that there's a "clinic" that can fix the doll's limbs for a crazy expensive price. What a rip-off! Don't waste your money on this overpriced toy.

I just got the room for two trundle bed for my granddaughter who's seven years old from americangirl.com. I gotta say, the price was pretty steep, but I got a 15% discount so I went for it. They charged me 25 bucks for shipping, which I thought was a bit much for what I got. When I got the package, it wasn't even that big, but it came in a plain brown box with no American Girl branding or anything. I put it together and I gotta say, I'm not impressed with the quality. It feels pretty cheaply made and if I knew that beforehand, I wouldn't have bought it.

There are a lot of issues with ordering from American Girl's website. It seems like the site is having a lot of trouble lately. It's really frustrating when you spend your hard-earned money on a doll only to find out that it's poorly made with cheap fabric and the eyelids don't even cover the eyeballs. When you call customer service, they'll tell you anything to get you off the phone, but they never follow through. Even the corporate managers will outright lie to you. It's really disappointing because American Girl used to be such a great company, but the quality and service are rapidly getting worse.

Another problem with ordering from American Girl is the high shipping cost. It's really frustrating when you have to pay so much just to get your order shipped to you. And to make matters worse, they don't even reward loyal customers. New customers get a 20% coupon, but regular customers don't get anything. It's really unfair.

It's really sad to see what Mattel has done to American Girl. They've taken a quality product and ruined it. It seems like they're more interested in turning a treasured keepsake into a disposable Barbie than in providing a quality product and good customer service. If you're looking for an American Girl doll, I would recommend buying an older one on eBay or shopping at Target. It's just not worth the hassle to deal with American Girl's website and customer service.

So, I was browsing the American Girl website on October 29 and saw that they were advertising a 20% discount on orders over $100. I thought, "Wow, what a great deal!" and immediately added some items to my cart. However, when I went to check out, I noticed that the discount was capped at $499. I was a bit disappointed, but still decided to go ahead with my purchase.

Then, I encountered another issue. American Girl claims to offer free shipping, but when I added some food items to my cart, the free shipping disappeared. I was confused because the website had told me that I had qualified for free shipping. It turns out that a single piece of toy pizza was enough to mess up the whole deal.

I understand that American Girl is a popular brand and that parents will do anything to make their children happy. However, I don't appreciate the way this company tries to lure customers in with special offers that turn out to be not so special. It feels a bit dishonest to me.

Overall, I wouldn't recommend American Girl to others. But if you absolutely have to have their products, be prepared to swallow your pride and deal with some frustrating issues along the way.

So, I bought a gift card from American Girl for $200. But my daughter lost interest in their stuff, so I didn't use it. I still have the receipt and everything, but when I called to get my money back, they said no way. They think they can just keep my money? That's not right. I bought the card, so it's my money. I could have bought something and returned it, but now they won't even give me my money back. It's not like the card itself is worth anything more than a dime. Why should I be stuck with something I don't want? It's not fair. I'm really disappointed in American Girl.

So, let me tell you about my experience with American Girl. To put it simply, they're not the most honest company out there. They'll tell you anything to keep your money, and their prices are sky-high. And if you want to cancel or change your order, forget about it. They won't give you a refund on shipping, and you'll have to pay to send it back. It's a total rip-off.

I made the mistake of accidentally buying the same item twice, and it was a nightmare. They wouldn't refund me, and they were just plain rude about it. I felt like they were trying to scam me out of my money. They said they would give me a refund, then they said they couldn't, and then they offered me a measly $10 credit to buy more stuff from them. Are you kidding me? That's not even close to what I paid for the item.

I'm done with American Girl. I won't be buying anything from them again, and I suggest you don't either. They're just not worth the hassle.

My name is Melissa Massara I ordered and paid for a AG doll on 8/10/2020. STILL NOT received. Order# [protected] Tr# [protected] sku-gnt53.
I ordered this for Christmas for my granddaughter and was told basically that it was lost between the Ag warehouse and fedx and I will not get it by Christmas and they will investigate but I can reorder.

The item's regular price is $163.00 but was on sale for $97.00 on 12/9/19. The item stated that "sales is final and cannot return". I added the item to cart, input my $20.00 reward, the total after tax and delivery was $93.32 at check out. I input my credit card information and placed order. Within seconds, I received an email order confirmation and the item was regular price and total charge is $156.59 (including my $20.00 reward). I called them right away to cancel the order by they were closed.

I call AG the next morning at around 6:18am, I was on hold for 30 minutes before a rep got on the phone. The rep told me the item was not on sale and that I probably didn't refresh my cookies. I said it was on sale and the total check out price was $93.32. However, it's fine if they don't honor the price, then cancel my order. They told me that I cannot cancel the order and I also cannot return the item because it was "less than perfect".

How does that make any sense? 1) Why would you charge full price for a "less than perfect" item? 2) Ff you charge me full price, why can't I return the item?

Altogether, I was on hold and on the phone with them for about one hour with no solution. Basically, they want to force the "less than perfect" item at full price on me and don't allow me to return it.

They got supervisor "Darwin" on the phone who was not very nice, he promised to call me back in 30 minutes, which he didn't call back until after one hour. When he called, he finally admitted that the item was on sale but because I placed the order "literally" a few seconds after the 11:59pm central time. At any rate, they canceled my order but I'm still waiting to see it through because with multiple experiences with American Girl, they don't keep their words, so we'll see.

For a high end toy brand, their level of service is sub-par, I should not have to be on the phone for more than 30 minutes, let alone one hour and no solution. Their web site needs major improvement. How do you allow customers managed to checked out at lower price and get charged for higher price. This is a common complaints about American Girl. Is American Girl a scam artist company?

I ordered a flute set for my grand daughter, on her wish list and really her number one choice. I ordered early before Thanksgiving to ensure I would receive it for Christmas. I got the package yesterday, the flute is missing from package. I see that I was charged for it and it says it's in the box but it is not. I call 1-800 number and after waiting on hold for 50 minutes I am told that is now back ordered and wouldn't be in until Jan 24th. 2 months after my original order. My choice is to wait or pick something else. They don't even say they are sorry, just here are your choices. Go back to my grand daughter and tell her to pick something else, of which that could be back ordered also or wait for 2 months for the items that I have already have been charged for. Really, must be nice to be so big that you treat your costumers that way.

Good day.I made a purchase on American girl doll on the 29th of May, I immediately noticed that I had ordered the incorrect doll and emailed for an exchange.I waited a week and got no response to my email despite the 15day exchange/return policy.I emailed again on the 5th and again on the 6th of June.I finally received feedback on the 8th of June stating that I would need to get a refund and then repurchase a new doll.The Courier came to collect the doll from me on the 10th of June.Again I heard nothing for more than a week.After many phone calls and emails I received a call on the 16th June to confirm my card details and was told it would take 8 to 1p working days.Up to this date, another 2 weeks later, I have not received the money nor a replacement doll.Daughters birthday is this week and American girl doll staff do not seem to care. Why is my money not refunded to me and stuck at the finance department for two weeks? All I really wanted was a swoop out of the TM 42 to a TM68. Now it's my daughters birthday the 01 July and I have nothing to give her. Please sort this matter out as soon as possible.

Thank you

In 26 November of 2018, I made a purchase by American Girls Co, for the amount of $182.92, and the person who attended me did not give me the discounts that were at that time, when I noticed call again, and I was informed that the merchandise had already gone and could not give me the discounts, she's had two options, the first when I received the merchandise not accept it and I returned the money and the second put an order and gave me the discounts, I'm option for both. When I received the merchandise returns and returned to the American girls Company and I have not paid back, at this time.
I have made several calls to the company and no one answers or we will return the money, and nobody to echo anything, and that is called fraud, since I returned the merchandise.

I want to be returned as soon as possible, my money and I find that it is a lack of respect to customer, since this situation has been since November. I contacted my bank and they informed me that you have to solve this situation.

Ms. Carmen C Falero
[protected]
Date 26Nov18

I received this email stating the item I purchased on December 4th, that at the time of purchased was on back order until December 14th, is now on back order until January 12th. This item was a Christmas present, and I would of known it was on back-order till January I would have ordered something else. I still want the item, but I think this is poor customer service, and something should be done about the inconvenience.

In addition, I purchased $773.07 worth of merchandise on December 4th, and I was charged three times for one purchase, and it took me 5 times to call, and I left 3 messages for the Account Security team (No one called me back). Then when my Bank called with me on the line, we talked to the Accounting Director, but it was 5 days later and we finally got the $900.00 charge off. The Director did not apologize for the inconvenience, and I feel like as a valued customer (I have spent of 1200 in last month) that I should have been treated better.

American girl makes great products, but the customer service, and the handling of transactions is very poor and I this deters me from buying from American Girl again.