American Girl
reviews and complaints

Worst experience
My 9 years old want this set for Christmas. My husband went to Houston's store trying to buy it for the last 3 days hopping the truck will bring the set. We checked online inventory and we found the set at Austin store. Then we called customer service at +[protected] yesterday confirming availability and we called this morning again to confirm that again... We drove ro Austin from Houston (3hr drive on each way).. When we get there I was informed that the Grand Hotel is unavailable at that store eventhough I called customer service numerous times while we were driving during the 3Hours drive. The manger there told me that several customers came in to check on the set and i showed her that the set is listed available (limited) at Austin store then she told me that the online and customer service are not accurate on updating the system... I called again customer service speaking with 3 different people from customer service to inventory specialist to suppervisor and all of them were not taking my complaint seriously stating that it may be a set there at the store and manager is holding it to her special customers... Eventually, someone is laying here... The American Girl Doll corporate should be more accurate on any information they deliver to the customers because driving for 6Hr to be disappointed it's very hurtful... Shame on evey employee at American Girl Doll company... Communication is the key...

I sent an email to American Girl with some ideas about a doll with interest in STEM. I never recieved a reply, and recently heard the girl of the year 2018 was interested in STEM. I wish you had replied or sent some email if you had seen the message. I would like to know if my email inspired you to create this doll.

I need 350 characters so I will just write this sentence.

I ordered a doll 10/12 for my grand-daughter. My account was charged 3 times. I called 10/13 to have them removed. I was told that the 1st charge was to verify my card, 2nd was for the order, and 3rd was charged by the shipping department. have $415 of my funds put on pending hold?
Then I was told 2 charges would drop off after 48 hours. Well 4 days later (96 hours) and they are still there. I call again today and was told I need to talk with Account Security Dept (who do not answer the phone) and will call me usually 24 hours later? I only called to order it from 1-800 number because your website wouldn't allow me to ship to my grand-daughter's address with my address as the billing. Something just about every reputable website let you do. BEWARE they charge you 3 times as policy. But don't mention it unless you call to complain.

My mom and I wanted to surprise my daughter with a back to school girls trip to the American Girl store in Chicago (Water Tower Place). This was my daughters first time to the store and having her experience every little girls dream. She received a "Grace" doll as a gift prior to going so we were going to get clothes and have the Childrens afternoon tea with her doll. When ordering, my 5 year old daughter was offered hot chocolate, tea, milk, or lemonade. My daughter chose the hot chocolate with whipped cream and sprinkles... because what kid wouldn't. My complaint is that my daughter had tried to get to the whipped cream and sprinkles and was shocked by how hot the hot chocolate was that she went to put it back on the table but not before she shook her hand in pain and shock. When this happened she spilled down her shirt and shorts. At the time I knew she was embarrassed and didn't wants cause a scene so she didn't want to cry but after lifting her shirt she had welts and her chest and stomach were bright red. I then looked at her legs which had started to swell and were also bright red. The staff did everything the way they were supposed to given the situation. They pulled clothes off the racks for her and brought the paramedic from the building to check her. They gave us burn cream and ointment and asked for her information to file an incident report and they took everything off of our check seeing as though my daughter didn't eat or drink anything. I understand that hot chocolate is called "hot" for a reason, but this is a children's store and the Children's afternoon tea is attended by just that. I don't want this to happen to any other children, and the hot chocolate should NOT be served at a scalding hot temperature for small children! My 5 year old daughter now wants nothing to do with the store or the dolls because she is traumatized and I don't blame her. What was supposed to be a memorable experience ended up being a scary unpleasant one.

The hours of operation are from 9am to 9pm at the memorial city mall location, Houston Texas. It was 8:25 pm and the were already closed. I told my little girl that if she was good during our back to school shopping we would stop there afterwards to buy her a doll and one outfit. Do you know how hard that is to see the look on a child's face to see that the store is close and she was good. I'm furious! And will never, ever, never shop there or any location ever again. I have spend way too much money on dolls and clothes from American Girl and you don't have the decency to hire good help. For a $100 a doll, you can afford to hire decent help. Instead, you hire lazy people who can't even do their simple jobs. I have pictures and videos of the recorded time showing that this location was closed over 30 minutes earlier. Thank you but you have lost a customer for life.

My wife placed a credit card order with the Wisconsin office. Two days after placing the order our card number was used twice in Wisconsin and once in northern Illinois for almost $ 3, 000 in charges. Prior to this our card has never been used in the state of Wisconsin. The bank knew exactly where the changes had gone. This was not a case of buying merchandise and then vanishing. The card was used to pay individual bills.

I called American Girl three times and kept getting a recording for their "Security Department." None of messages were ever returned. Finally I got a very nice customer service woman who promised to get a message to "Security". Security called me TWO WEEKS later and left a message telling to call the 800 customer service number.

American Girl charges (2) on 1/04 our card
Peoples Energy res of Wisconsin 1/06 $ 753.50
Peoples Energy res of Wisconsin 1/06 $ 753.50 same day different time
COMED of Illinois 1/06 $ 1352.20

What a bad customer service, first I called to check the status of my order they ket me in the phone 32 minutes, later a very unhelpful ladie answered and then she don't even know how to check the status then she told me you just ordered I say no I ordered 4 days ago then she say well you have to wait 7 to 10 days, really? What a unhelpful person, then she don't apologized at all for letting me waiting for 32 minutes she don't say anything just that I have to wait. I'm really dissapointed ... it's why they hire stupid people that not even know how to help customers 😡

As a young girl I always dreamed of having an American Girl. Unfortunately that dream never came true. When my oldest daughter had her first birthday a very special friend of ours got her a bitty baby. She still to this day love her bp aka bitty baby. The past five years we have gone to see santa at American girl ( breakfast with santa) last year was my second daughters first Christmas and first American Girl Christmas. This year when I called to book our breakfast with santa we sadly found out that the Kansas City store is no longer having breakfast with santa. As heartbreaking as it was for me to hear the news. My now 6 year old is completely devastated. So as a mother with a little girl with a broken heart. I did my research and found out the Chesterfield Mall is having breakfast with Santa. So I planned to make the 3 hour trip to mend my little ones heart. They have two dates. When I called to day to line out the hotel and tickets to breakfast with santa. I sadly found out they are both booked. So I have to break the news to her after school today. I'm writing this to let American Girl know that little girls really look forward to this event and I hope it comes back sooner that later or have more available dates.

First of all your webpage is not user friendly, you need to update to latest Droupal, it appears you're stuck in word press. I spoke with 7 customer service reps (Jessica, Morgan, Misty, Laura, Judy, Maria, and one I was so upset I didn't write down her name) for a simple delivery, return and credit. Working as a customer service person, I know good customer service and this is not IT...This is my last purchase of American Girl, especially when I saw the same doll (LEA) at KOHLS dept. store at a lower price, what's up with that...? They should have offered some kind of another compensation and I got nothing.. I am deeply disappointed of this company!#nastywoman!

Yours truly,
UPSET Grandmother

We ordered some clothes to fit our granddaughter from the America Girl website. The website indicated that we should order size 'Small'. The clothes arrived, but they were from the Biddy Baby line and the size Small Was too small ( in the Biddy Baby line, the clothes should have been a size Extra large). We called the AG customer service and they admitted that the catalog was incorrect and that there were a lot of customer complaints with respect to this issue. We had to pay postage to send the items back to AG when the company had fouled up the order. We live in Middleton and could have dropped off the incorrect item at their offices, but they said they would not accept them there, we had to mail, them at our cost. Additionally American Girl products are manufactured in CHINA which is disturbing. We will NEVER buy any more products from American Girl and will tell all of our friends of this experience.

Ugly dolls. You used to send your photo in, and your doll was made by that, but now you pick one of 10 (?) dolls. Dolls are creepy and look wanna be high quality cheap quality. Magazine sucks! Stupid magazine! Ugh! Also, the site layout isn't good. AMERICAN GIRL, ALL IN ALL, SUCKS, IN MY OPINION. I WILL NOT DO BUSINESS WITH THEM.

The American Girl store had two dolls displaying the "Sparkly Plum" outfit that was not only sold out, but the company has no plans of restocking the item. It's been increasingly obvious this company is playing the decrease production to increase demand.

The item is also on the cover of the catalog they were giving out at the store.

Since it is not going to be restocked why is the item still on their website? No, there's no backorder button...it's just there staring at you saying "Aren't I cute? You can't have me". Is American Girl now in the business of disappointing little girls?

In early June I called [protected] and spoke with an American Girl customer

service representative.

I explained that I would be making a "Felicity" book order in late June.

I was assured by the American Girl customer service person that all I would

have to do is call and that they would supply me with a code for "free

shipping."

I called requesting a "free shipping" code and was told that all free

shipping offers had expired and that American Girl would not honor my

request.

I will no longer give my business to American Girl. I am now making my

purchase on Ebay.