Ashton Drake
reviews and complaints

Horrible company, this was our last order ever. I have 2 little girls and they love dolls, but I'd rather spend my money at another doll company. One doll they sent us had a zombie looking completely fuzzy eye ball, my kid was terrified. It took 3 weeks after returning it and I finally called them again as they had not replaced the doll or gave my money back. Finally after calling again, they said I'd have to wait 3 more days for a refund. Then I tried to order a doll on the phone and their customer service charged me full price of $129 in stead of $79.99. They informed me their system wasn't updated and that they would cancel the order and I'd have to order on website so I did. Then they message me saying the fund weren't in my account so I call my bank and they had charged me $129 and $79.99 for one doll! They said they canceled the one but it takes 3 days. Then they said because of the zombie eyeballed doll, they would give me a letter for $15 off but I had to purchase again a doll and put it on a payment plan and wait to get the invoice and sign the letter and go to the post office and pay for a stamp and gas again to mail it back to them to get the $15 off. I'm a busy mom with 2 small children, I don't have time for that. Then we just did an order and it's been over two weeks, we just received the one doll that was like $69 and it looks like a *** knock off for $10 and I order only through Ashton Drake's website or customer service. The dolls hair was straight and sticking up all over and the doll was stiff so not worth the money. Luckily my one year old didn't care and loves it or I would've sent it back. But it's more of a hassle to send back. Customer Service is ***!

Buyer Beware! I took to Ashton Drake's website on 12/9, hoping to find ***, the main thing my daughter wanted for Christmas. I found her and after checking the shipping options, determined that Standard Delivery would work as the website stated estimated delivery was 12/16/22. I didn't see the since in paying more for expedited shipping since it seemed the product would arrive by Christmas, so order placed with standard shipping. A few days later, I attempt to check my order status to ensure my order had been received and processed; I had to create an account, no big deal, so I do and was delighted to see that the status showed my product shipped on 12/10...great, it should make it by the estimated delivery date...WRONG! Since my product DID NOT arrive by 12/22, I took to their website again to check my order status...WILL SHIP BY FRIDAY JAN 15...OMG! I attempted to send an email via website only to hit submit and get an ACCESS DENIED message. So, I send an email via the email address provided in my order confirmation...it was sent back as undeliverable. So I call. I was told that the product I ordered was on back order and that's why it wouldn't ship until 1/15. I explained that their site DID NOT note that the doll was on back order when I placed my order AND that my status a few days after ordering showed that my product shipped. Needless to say, I asked for a supervisor and waited forever. Supervisor was extremely apologetic, but unfortunately there wasn't anything they could do to resolve the immediate problem...they could either ship the doll I ordered when it became available, or they could express ship another doll of choice, but unfortunately it would not arrive before Christmas. I told them to cancel my order, to which I still haven't received any confirmation to that request and my status through their site still shows my order being received and to ship on 1/15. Going to check that my CC hasn't been charged because they supposedly don't do that until they ship your product and considering that at one point their site said it shipped, they may get another call from me! Save yourself the headache and get your dolls elsewhere!

I ordered the *** Doll on 11/21. It was not listed on backorder or out of stock. Paid it in full. Had to pay $15 for standard shipping. 19 days later, on 12/10 I finally receiving a shipping notification. Why on earth did it take 19 DAYS to ship? Doll was supposed to arrive between 12/11/14/20. *** tracking was stalled with no updates as to where my package was. On 12/18 I notified the company via email that the doll still had not arrived. 12/21 received an email from the company that basically said the package was with *** with a tracking # So - no help I already knew this. 12/22 received a notification from *** that the package would be delivered. At 2:04PM received a notification that the package was delivered. My husband works from home and confirmed no package had been delivered. What was delivered was a letter to my mailbox at that exact time (confirmed via doorbell camera) from ***. The letter was from Ashton Drake congratulating me on the arrival of my doll. WHAT A JOKE! I contacted customer service to complain. The lady was rude and told me that I "clearly ordered the doll when it was on backorder and that is why it took them 19 days to ship it. We don't always list the dolls on backorder." My reply- This doll wasn't on backorder when I ordered it or I would not have placed the order and that's funny because this same doll is currently listed on backorder on your website. How is this MY fault?!? She then replied "Well then someone stole the doll because we shipped it." Oh ok, so don't take ANY responsibility on your end. Yeah, *** might have lost the doll- or you might have only mailed me a letter and popped a shipping number on it...who the heck knows. I filed a claim with ***/*** for the missing package but am also realistic that it likely will not result in the finding of the package. Ashton Drake offered to replace the missing doll, which I agreed to; however it is on backorder now and they cannot provide me with an estimated arrival date. *** Now I have a heartbroken little girl. Thanks Ashton Drake. DO NOT DO BUSINESS WITH THESE PEOPLE!

I ordered a doll that my GD chose with guaranteed deliver by Christmas. I received an email with a delivery date mid Jan. I contacted the company and the customer service rep said I could not have ordered it as it was part of the new collection on back order. I have the email confirmation of my order. He then said he couldn't find the doll on line. He said I could choose another doll. I told him what we were looking for and he would only looked by price not description. I asked for a supervisor. We chose another doll with guaranteed Christmas delivery. When I could not see this order number in my profile ( to date it is not on my account but I have the email with order #) so I called the company. I was told the doll was on back order. I asked for a supervisor. This person did spend some time with me trying to find a doll. We could only find 1 doll available that didn't look plastic. She also said she'd send the reindeer bunting since I had so much trouble and would call me Monday to ensure overnight delivery. Overnight means 1-2 business days to this company. Well, we received a doll but no bunting. Trying to make this presentable so we need the bunting or I'll need to go buy other clothing or a layett for the doll. My order status is still "preparing for shipment" status. I spoke with customer service supervisor and she thought the delivery had not been sent due to the shipping status as noted above. She reports inability to contact the warehouse or anyone above her. She reports the system updates each night and this is why there are problems.
If you have 50 dolls and take 50 orders the system doesn't recognize that the stock is gone since the system update doesn't update until MIdnight. So, they keep taking orders they can't fill. No one at the company thinks this is a problem.
False advertising for availability and shipping.
I asked for contact info for the company and she gave me *** with a phone number (this system will not allow the number to be listed here) with instructions to listen to all instructions and then dial "0." This is the secretary that takes calls and it's Central time; however, it rings then loops back to the instructions.
I called back to customer service and spoke to supervisor and he says there is not a name or number to give anyone. I asked if the info received was a lie or just something to passive a customer. He said he didn't know what was said in our conversation but he couldn't give me a name or number to call. The problem I'm trying to convey is poor customer service and lack of communication within their organization. The numbers loop and are not answered. They can't even ensure deliveries. They put "notes in the system" as the supervisor said. It is very apparent that this is a dead end- not read by anyone.
The supervisor took my number and said a Manager would call within 24 hours.
The story keeps changing,
Untrustworthy

If I could give this company zero stars I would! I ordered two dolls. One on Dec. 5th and one on Dec. 7th, both with guaranteed Christmas delivery. The first one shipped Dec. 9th and the money was drafted from my account. I then received notification that a shipping label was created and the package would soon be on it's way for the second one. The money was also immediately drafted from my account for this one as well. Days went by with no movement of either package. I emailed the company several times (which I have all emails still saved) and kept being guaranteed they would be here in plenty of time for Christmas. Then after 8 pm my time which is Eastern so it would have 9 their time on Dec. 19th I received an email that the one doll the label had been created for was no longer available. Since they were closed I had to call them Sun. morn the 20th to find out what was going on bc it clearly states that you won't be charged until shipment and my money was gone from my account and now they're saying the item isn't available and I need to choose something else. The guy I spoke to that Sun told me the email was a mistake and the item had indeed shipped on the 15th, once again guaranteeing that Christmas delivery for both dolls. When nothing had changed by Dec. 22nd I called back. The girl told me that *** wasn't updating tracking as often as they should and she was showing both should be to my home by end of day. I didn't buy into this bc I have done 80% of my shopping online this year and have had no problems tracking with ***, *** or *** and I've also had no problem with delivery until this. In fact, I ordered an item last night (22nd) from another company that has already shipped and will be here tomorrow. Anyway, after speaking to the girl I used my lunch break at work to go to the post office and find out about tracking. They told me Ashton Drake was lying. They said if it was shipped it could be tracked. By the time I got home from work last night AD was closed and of course neither doll had been delivered. I called back to Ashton Drake this morn and got one girl who once again tried to put it off on *** so I gave her the *** toll free number and told her I would be glad to hold for her to call them and clarify what was going on bc they are telling me the problem is on AD's end. She stated she could not do that, not sure why if you're truly trying to offer the best customer service you can and you know these have been shipped as you're saying. However, if you know you're lying I guess there is no need to waste your time. I got off the phone with her bc she just sat there in silence with no answers and I had to keep saying "Hello" after everything I said to make sure she was even still on the line. I called back and got someone else. Explained my situation and for once finally got someone who was compassionate and honest. I could hear her say to herself when she was looking into "oh my" and I knew that couldn't be good. She said ma'am I am so sorry to inform you but the one doll shipped on the 9th won't arrive until the 29th and the other hasn't even technically shipped yet. The label was created on the 15th but that is all I can see. This was all the same things I could see when tracking them and knew I wasn't crazy nor was the guy at the post office and that we had been told lies the whole time about them getting here in time. I explained to her that I'm not sure why the advertise guaranteed Christmas delivery (even up to 2 days ago) when they know that isn't true and this can't be blamed on the carrier getting backed up bc they can't move an item along in the system that they never received. These items were ordered weeks ago and there is no reason they won't be here other than slackness on a company's part that is taking $100's of dollars from people with no intention of doing what they promise. I told her how I wish someone had been honest with me days ago bc these are cheap dolls and at over $400 spent between the two that was a big part of my girl's Christmas *** That is the only silver lining to this is I can get my money back but this company seriously needs to find a way to make things right for all the people they have *** this year. We have ordered AD dolls for the last 6 years beginning with my oldest and then started ordering two once we had my younger daughter as well but this will be our last year with this. We will be finding somewhere else.