American Girl
reviews and complaints

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.