Limited Edition 17" Collector Dolls Information

[RedVelvet]

Warning: Oncoming rant.

So I was super excited today because I was expecting to get a delivery email from UPS that stated my Anna was delivered. I didn't receive a delivery email and the UPS person never came. I can't check ANYTHING at work because they monitor our phone calls and even our computers (super stupid), but when I got home not long ago I checked my tracking and the dang thing says that it can't be delivered because a correct street number is needed for delivery!! What the hell??!! I mean I ONLY use ONE address, the same one since I've started buying from DS.com without a problem, and all of a sudden they can't find me???? I'm so angry I'm ready to chew someone's head off tomorrow morning, either UPS or DS.com. I know I'll get it eventually and if the holiday coming up wasn't going to put most of delivery services out of commission I would have still been fine. But with Elsa not moving from TN and now Anna in limbo because of my supposed "lack of correct address," I'm ready to lash out at someone. This is the type of service we get for being loyal customers? Wow.

*deep breath*

THIS HAPPENED TO ME TOO!! I used the same address as always and they kept it on hold because there was no street address?? SO weird! I called UPS 4 times to resolve this!

 

[Shivatopia]

Wow sorry to hear about that Shiva, that is ridiculous, clearly there is something going on with UPS and Disney Store. I am with you and believe that you are required to sign for the item as they cannot just leave it there. They also have a proof of delivery and if this proof of delivery has not been completed then technically the delivery never happened. The onus is on UPS to resolve this issue as they provide a guarantee that they will deliver the goods to the location as that is what they are paid for and are accountable for the goods during the transit stage. I would call UPS again and get them to sort out their mess up. As clearly they have done something wrong and stuffed up big time. Someone is required to sign for the package and it could not have been delivered so unless UPS can provide proof of delivery and show you the signature that signed for the package (as they are required to do so especially if a complaint is raised) then they are required to fix up this issue.

I was told that it is UPS policy that if the item is being delivered to an address it can only be signed for by the addressee. However we all know this is not the case and they have always accepted leaving the item there even if it has been signed by someone else. If you throw that at them they really have no argument, the fact that the package is addressed to you and yet you did not sign for it means that they stuffed up big time. It is a requirement that they are only allowed to pass the package on to the addressee unless you provide someone with a stat dec saying that they can pick it up on your behalf. So unless they have a copy of the stat dec or any verification to support why they gave the package to someone else then they are required to either get the package back for you or compensate you for their stuff up.

That is just completely unacceptable.Good luck! Definitely let us know what happens.

Thanks, Polaris! I will certainly post updates. It was already frustrating enough hearing about the initial shipping issues with this particular doll release that people are experiencing, but the actual delivery problems are taking the cake! I get that mistakes happen, but I have a real problem with what appears to be outright lying (saying it's delivered when it is not) or complete incompetence (driver did not bother to verify he was at the correct address). My street name is the only one in this area, and the number of buildings on this street are quite limited. I hate having to hound after things, especially since when I am trying to get to the root of the problem (the actual driver) when the issue is still very fresh, but there is no apparent way to get into contact with that person, which is just stupid.

I had a somewhat similar situation last week. It wasn't a package from Disney, but another company. I had paid for the express shipping and signature option. I kept checking the tracking number and it said it was out for delivery (I was at work, not a huge deal). But then saw that it had been signed for, which I thought was very strange. It was signed for by "Lauren" which is not my name. The neat thing too, is that you can check a pdf copy of the signature, and obviously wasn't mine! In this case, I got my package, but how unbelievable is all this shipping drama lately! Just insane that someone would forge a signature and mark it delivered....when no one is home!

Ugh, that is just awful! I don't think I have the option to check for a signature, since the driver is not even reporting that a signature was obtained. How were they able to locate your parcel and get it to you?

All of my UPS packages have been left on my front porch- no signatures or anything. Heck, im lucky if they ring the doorbell.

In the most rare occasions, UPS has just dumped a box at my doorstep with no signature, but definitely more often than not if no one was home, they have left InfoNotices at my door and I ended up having the parcel held at the distribution center to be personally picked up by me on the next available date. I'm glad that you seem to get your packages! That seems incredibly not secure for UPS to do that with your deliveries.

 

[ImNotBad]

:angel::hug: What a horrible experience Shiv, really hope your package is found and you get Anna :hug: :angel:

 

[psantos]

Disney Store lost my Elsa, but they were able to send a replacement and have shipped it out already. So it's scheduled to arrive on Friday, but I'll actually get it Monday!

That being said, I just wanted to share this info because it might help some. I contacted UPS because the doll is being delivered to a business address, and since the office where it's being delivered will be closed on Black Friday, I wanted to know if they would just drop off the package and just leave it there. The guy proceeded to tell me that they wouldn't as they're supposed to attempt second and third deliveries, etc. He said for residential deliveries though, it is at the driver's discretion whether or not to leave the package, even if no one is there to receive it.

In my opinion, they shouldn't really leave it at the doorstep (regardless of how "safe" or good the neighborhood or area is) if no one opens the door because it's so easy for someone to steal that. I'm sorry your package is lost Shiva. Hopefully it shows up somehow or that they can resolve the situation some other way.

 

[LittleMermaidAriel]

Are you all ready for this? I thought I was mostly out of the woods with LE Anna and LE Elsa, but nope! So LE Anna was supposed to arrive today. I got up early, saw Frozen at the theater at the first showing at 9:10 am. Great film, btw. I get home by 11 am, no package. Tracking says LE Anna is on the truck for delivery. No problem. Then at 2:54 pm, I get an e-mail saying that the package was delivered at my front door at 2:34 pm (no signature mention like it normally would if someone signed for it). I look outside. Nothing. I check my neighbors' doors. Nothing. I call UPS. Did not get anywhere with them other than "Oh, it says it's been delivered." Ummm... No it wasn't. At least not to the place it was supposed to be. Someone was home all day (even while I was out for the two hours I was at the cinema). UPS cannot identify the driver, nor locate that person to inquire as to what they supposedly did only 30 minutes ago. All they say is to contact the shipper (DS.com) to open an investigation.

So, I call DS.com and of course they see the same thing I saw: supposedly delivered at 2:34 pm at my doorstep. We all know that LE Anna is totally sold out. No option for a replacement to be sent. Next comes the customer service offers: full refund or a $110 online GC. Really?!? Slap-in-the-face time, people! I kind of laid it out: so I'm screwed or I'm screwed. No doll with either a full refund with no actual compensation for this mess or an online GC to cover the cost of the item plus $1.05. Oh that makes it all better! NOT! The rep then bumped it up to an online GC of $120, but that was as far she would go. Don't get me wrong, she was a good service rep and I felt really bad that I had to be the one calling in complaining and angry, but that is just ridiculous when you break it down. She recommended that I wait until the end of the day (so 8 pm in my time zone) and if the package was not delivered to call back and go from there with the offered solutions.

I've had to sign for almost every UPS package from DS.com, so the fact that supposedly it was just dumped at my doorstep is already odd to me. It's not unheard of, but just inconsistent. Needless to say, this is just upsetting to say the least. I also asked if I could request that LE Elsa be kept at the UPS distribution center for me to pick up on next Monday to avoid this situation, and I was told that was not possible. I'm praying that the UPS person is just a crappy worker in the sense that he is claiming that scanned a bunch of items for delivery and is going to sweep through with them as the night progresses. On a more negative note, he is just plain incompetent and delivered it to someone else. And at worst, he is a thief.

It just baffles me that there is no actual way to pinpoint the truck driver and hold them accountable for the actions that they are reporting that they are doing, especially when it is within minutes of the action happening. It really makes the whole tracking system seem archaic and ineffective. Clearly, something like this should not be allowed to happen like this. I sort of understand how items can get lost in between UPS distribution centers, but to claim that something was delivered at a destination when it is not and not being able to accurately question that action is just ridiculous.

Wow Shiva that is absolutely terrible! I am so sorry you are having to deal with this
What I really do not understand is how they have no means of holding someone accountable. So essentially anyone can just take the package home and say it was delivered and they will ever know or investigated? I find that ludicrous!
I really hope something is done so that you can get your doll. Pixies flying your way! :hugs:

 

[merida33]

Our UPS driver has taken to leaving the packages under the mailboxes. Which are a half mile from our house (which is about half way up the street) and it is a fairly busy road that the mailboxes are on. I was so angry to find my Anna there along with 3 of my neighbors packages. It's completely unacceptable anytime but especially at Christmas time when you know all of our packages are likely to be filled with gifts.

 

[Shivatopia]

:angel::hug: What a horrible experience Shiv, really hope your package is found and you get Anna :hug: :angel:

Wow Shiva that is absolutely terrible! I am so sorry you are having to deal with this
What I really do not understand is how they have no means of holding someone accountable. So essentially anyone can just take the package home and say it was delivered and they will ever know or investigated? I find that ludicrous!
I really hope something is done so that you can get your doll. Pixies flying your way! :hugs:

Thanks, all! For me, this is the worst-case scenario. I've had some bad cards dealt to me by UPS, the most recent icky situations being DFDC Ariel & Eric initially sent to the wrong state and DFDC Rapunzel & Flynn being claimed that a first delivery attempt was made but I was home the whole time. At least these were fixable problems, even if they were inconvenient. This time, like all of the people with lost dolls either at the warehouse or in transit by UPS, it just looks like it means no doll for me. But the worst part is that the stupid UPS person is saying that they actually delivered it to my house, and the address everyone sees in the UPS system is correct.

This could be a sign that I just need to stop buying so much stuff, especially from companies that only use UPS. I've never been a fan of the way UPS delivers things ever since I was a kid. Situations like these only confirm those misgivings. I may hang up my hat after 17" LE Aurora and company next year.

 

[starry_solo]

Mine says shipped on 11/22 and says "track this shipment" (on the email). I go to track it and it says WEBSITE NOT FOUND! I'm like, what?! So I go to ds.com to see and THERE IS NO TRACKING NUMBER! It says shipped 11/22, my credit card was charged, but there is no tracking number! I call DS.com, they said, well, not everything has a tracking number (um, yeah, right, I just got a broken ornament ($8) and called you about it and you sent a replacement WITH A TRACKING NUMBER! and you're telling me for $220 in dolls there is no tracking number!

They are sending an internal email to find out what the tracking number is and will update me. If I don't hear from them by Black Friday, I'll send a follow-up email (rather than call). We will see....

 

[jrsinger78]

Mine says shipped on 11/22 and says "track this shipment" (on the email). I go to track it and it says WEBSITE NOT FOUND! I'm like, what?! So I go to ds.com to see and THERE IS NO TRACKING NUMBER! It says shipped 11/22, my credit card was charged, but there is no tracking number! I call DS.com, they said, well, not everything has a tracking number (um, yeah, right, I just got a broken ornament ($8) and called you about it and you sent a replacement WITH A TRACKING NUMBER! and you're telling me for $220 in dolls there is no tracking number!

They are sending an internal email to find out what the tracking number is and will update me. If I don't hear from them by Black Friday, I'll send a follow-up email (rather than call). We will see....[/QUOT

Same thing happened to me... I wish you better luck than I had!

 

[Shivatopia]

Mine says shipped on 11/22 and says "track this shipment" (on the email). I go to track it and it says WEBSITE NOT FOUND! I'm like, what?! So I go to ds.com to see and THERE IS NO TRACKING NUMBER! It says shipped 11/22, my credit card was charged, but there is no tracking number! I call DS.com, they said, well, not everything has a tracking number (um, yeah, right, I just got a broken ornament ($8) and called you about it and you sent a replacement WITH A TRACKING NUMBER! and you're telling me for $220 in dolls there is no tracking number!

They are sending an internal email to find out what the tracking number is and will update me. If I don't hear from them by Black Friday, I'll send a follow-up email (rather than call). We will see....

OMG... wow! It's a very sad thing when we have to consider ourselves lucky to receive something "normally." With all of these shenanigans going on, I don't know which is the worst?

 

[jjohnson5]

My (new) Elsa doll shipped today next day air. I am so happy to be getting her! My original Elsa made it's way back to the Disney Store today as well. I'd imagine another with issues will end up with her. Crazy how many people this affected.

 

[psantos]

My (new) Elsa doll shipped today next day air. I am so happy to be getting her! My original Elsa made it's way back to the Disney Store today as well. I'd imagine another with issues will end up with her. Crazy how many people this affected.

same here with my new elsa. they werent even able to locate my original

 

[Siren]

Hello everyone! I'm a long time lurker and thanks to the wonderful members here I've been able to get the LE dolls I wanted the last couple of years. I just wanted to chime in on the shipping issue since I had problems too. The Disney Store never sent me tracking numbers and that my order had shipped until tonight! Luckily I got Elsa last night after I came back from seeing the movie and Anna this afternoon but I was just shocked that they never sent me anything until today. I spent the last week worried that I wouldn't get them and that my order was screwed up. I called Monday and everything but they had no information either, which I expected. Luckily everything's okay now but in all the years I've been ordering LE dolls from them I've never had a problem until now. As for the UPS, like AA1990, they've never asked for a signature and just leave my boxes on my porch. I even met the guy at the door once and asked if I needed to sign and he told me no. The only time I realize they've come is when I hear the truck zooming past my house. I hope everyone is able to get their problems sorted out and get their dolls eventually.

 

[Polaris]

That is great to hear that people are in fact getting their dolls and that Disney is sorting the issue out. But it is pretty evident that there is an issue and that it would be best to notify Disney of this because it looks like it has happened for a few people so they may not even notice an issue with your order unless your bring it up.

Do you mind if I ask, for those that have been affected by this issue, did Disney explain what exactly happened? Or are they unsure themselves? Would be very costly for UPS to be carrying these items only to return them to Disney and then ship them back out again so it would be interesting what triggered the stuff up as it does sound like a UPS issue.

 

[agrimmending]

This was a different occasion, but I have had an experience like this in the past. I ordered two WDCC pieces from someone that were long out of production. They were sent at the same time and scheduled to arrive together. On the day of, I only recieved one and decided not to panic, thinking one was left behind because of size or weight or whatever. The next day I checked the updates and it said it was delivered yesterday. So I called and they basically were saying that it was delivered and that the driver remembers a chair (oh great, how many homes have chairs on their porch in Florida?) and that I would have to open a case. The weird thing was it said it was delivered AFTER the first package, so in theory when I got home that evening they should have been together. I just kept pestering them all week (both me and my mother) and low and behold a week later the following Monday, I see a UPS truck pull up and drop a package off. So don't lose hope everyone, and give them hell, but be polite! Stay firm in your convictions... You never know what might have happened to it (whether the driver misplaced it, miss elicited it, took it, the package is runnin late because of weather, whatever.) but if you keep pressing for answers, you might just drive them crazy enough to figure out a solution. Sorry that everyone is having trouble with their dolls! Same thing happened with my Ariel, she went to the other side of the state, got lost for two days, and miraculously showed up a day later! Don't give up hope yet, it hasn't even been a full week since they shipped!

 

[AmandaAutumn]

A little news from Europe: Disneystore had sent the "refund" mail in Italy too!!

Anyway, i'm happy for anyone who want them

And many thanks for the kind comments of my "restyled Elsa" too

Here is my youtube video of her. Enjoy it, if you want!

[video=youtube;RTIXYTAL-ms]https://www.youtube.com/watch?v=RTIXYTAL-ms[/video]

After seeing this, I may just have to get this doll! She is gorg!

 

[Shivatopia]

This was a different occasion, but I have had an experience like this in the past. I ordered two WDCC pieces from someone that were long out of production. They were sent at the same time and scheduled to arrive together. On the day of, I only recieved one and decided not to panic, thinking one was left behind because of size or weight or whatever. The next day I checked the updates and it said it was delivered yesterday. So I called and they basically were saying that it was delivered and that the driver remembers a chair (oh great, how many homes have chairs on their porch in Florida?) and that I would have to open a case. The weird thing was it said it was delivered AFTER the first package, so in theory when I got home that evening they should have been together. I just kept pestering them all week (both me and my mother) and low and behold a week later the following Monday, I see a UPS truck pull up and drop a package off. So don't lose hope everyone, and give them hell, but be polite! Stay firm in your convictions... You never know what might have happened to it (whether the driver misplaced it, miss elicited it, took it, the package is runnin late because of weather, whatever.) but if you keep pressing for answers, you might just drive them crazy enough to figure out a solution. Sorry that everyone is having trouble with their dolls! Same thing happened with my Ariel, she went to the other side of the state, got lost for two days, and miraculously showed up a day later! Don't give up hope yet, it hasn't even been a full week since they shipped!

Thank you for keeping up morale! It's (sort-of) comforting to hear that this is something that has happened to someone but was resolved satisfactorily in the end. The not-comforting thing is that it happened to you at all! I just don't understand how UPS can scan the darn box saying it is delivered when it was not. Blech! I did contact the Disney Store customer service to open an investigation case and I specifically said that I want this item, so if it is found to send it to my house. I am putting the refund/gift card options off until it is confirmed that the item is not recoverable. I know that if I accept either offer and if the doll is found, she will be sent back to the warehouse, into the doll void, and not to me. Worse still is that UPS is taking Friday off, so that pushes everything back yet another business day. I pray that LE Elsa will be fine on Monday!

 

[ElysionsPrincess]

This is insanity. I'm so sorry to everyone having issues. I have never witnessed so many problem transactions with a single doll release before, and frankly, its unacceptable. They need to figure this out with UPS or find a new shipping company or something.

My dolls are never signed for, they are just tossed on the porch. Not even a doorbell ring or knock, ever. Not even for my $500 resin ball jointed dolls.

 

[munchiez11]

So my husband called DS this morning (I was late getting to work so he helped me out) and the DS representative said that the address they had for me was right. They confirmed it and everything. The lady suggested he call UPS to get the shipping label info. So we get to UPS and astonishingly enough, we got a live person right away. The lady on that line told my husband that the address they had on the label was wrong and that the delivery person attempted the delivery. How does that happen when DS has it right, I have no idea. So we got the problem "fixed" and the address updated. The person said that the UPS delivery person will call my husband at around 10am today to make sure they were at the right address. My husband did get a call at about 10:15 (very surprised!) and the delivery person confirmed the address again. So finally Anna was delivered. *phew*

Now, what did I find odd??

Looking at my address on the box, there were like two of them on different stickers, it's my correct address! Could UPS have made brand new labels and give them to the delivery person to deliver within two hours?....I don't think so. And the boxes don't look like they had any other labels taken off or any other labels covered by the new ones. If they were going to be late in the delivery, okay, just notify me. Don't try to cover it up by saying my address was incorrect. Very weird. I just hope this doesn't happen with Elsa.

On a lighter note, when I opened the box it all just went away to see this sweet face

I actually liked her more than I thought I would after watching the movie :wat:
Those are a lot of freckles! lol

 

[coraline]

Got my Elsa and Anna dolls, they are super gorgeous! I'm so glad my aunt decided to surprise me with Anna as she's very very pretty in person, and I would have hated to miss out on her!

sounds like there have been a lot of us shipping problems though... For what it's worth, my us orders usually leave off my tracking number but usually arrive.

 

[TinkerTigg]

Ugh! I hope they never do a doll release in (the end of) November like this again. Still waiting on my Elsa doll. I'm grateful that it has some movement and documentation going on. BUT! With all these days and horror stories...oh...IM LOSING MY MIND!!!
Does today count as a "Business Day"? I mean, it is Friday...but it is the (Black) Friday after a holiday and right before the weekend. :/
On the big plus side, I'm taking my mom to go see the movie tomorrow. It's been forever since my mom and I have seen a new Disney movie in theaters together so, I'm super excited! <3

 

[jrsinger78]

I've had no luck at all, no explanation except that UPS lost my Elsa and gave me a refund. When I asked the lady from DS if there was any chance that the doll would eventually make it to me, she just ignored my question and said something about my refund...? Ok...???! I just don't see how all of these dolls are LOST. Even if the tracking number was wrong, it still had my name and address on it! So sadly I am going to buy one on eBay for double the price

 

[Matthewlondon]

Well I couldn't make my mind up but I've just purchased Elsa my first 17 inch doll so excited! Saving her for Christmas.
Does anyone know what's going on with her on the Uk site? First it was sold out, then the other day was temp unavailable then today I could purchase her lol

 

[cocosianelle]

It was whilst they sorted out the pricing issues. I'm sooooo tempted to get Elsa now they have put the prices right.

 

[Shivatopia]

Ugh! I hope they never do a doll release in (the end of) November like this again. Still waiting on my Elsa doll. I'm grateful that it has some movement and documentation going on. BUT! With all these days and horror stories...oh...IM LOSING MY MIND!!!
Does today count as a "Business Day"? I mean, it is Friday...but it is the (Black) Friday after a holiday and right before the weekend. :/
On the big plus side, I'm taking my mom to go see the movie tomorrow. It's been forever since my mom and I have seen a new Disney movie in theaters together so, I'm super excited! <3

I believe that UPS takes today off, so it is not considered a business day for them. Otherwise, I think my LE Elsa would have been scheduled for delivery today rather than next Monday (given when she was received by UPS and the number of days required for transit from Tennessee to California). In any case, enjoy the film tomorrow!