Complaint Review: Stardoll - Paperdoll Heaven - Los Angeles California

Today I received a response from stardoll. An actual response that addressed my issues and was not just automated.I am still waiting for more details, but I am glad to see that Stardoll is striving to be the company i hoped they were. one who cares about their consumers. I am still saddened that I had to file so many complaints to get heard, but I hope that by tomorrow this will all be over! I am so happy my daughter is getting most of her items back. Here is the message they sent to me today: Dear *****, Thanks for getting in touch with us. We are sorry to learn that you and your child have had a bad experience at Stardoll. We have carefully read through the conversation that you have had with us and we would like to apologize to the short correspondent you have received. We understand that this has been very frustrating to you and your daughter. Our point have never been to make you or anyone else feel never the less. Our customers are very important and our target is to make them feel so. However, we cant take the responsibility of what has happen, we still stand firm that the user is sole responsible of his/hers account. We are always working to make our site a better and more fun place to be at, even if we feel that we have a great product today, there are always room for improvements. We have put together a group that will discuss this subject. Even if we try to communicate the impotency of keeping the password safe, we know that most of our users are children so we are looking into to new ways of highlighting this subject. When a customer lose control over an account we will, as far as we can, try to get it back to the user, which we also believe we did in this situation. We can see that your daughter contacted us on the 3rd of March and we helped her to get the account back the same day. Most of the times when a customer lose control over the account, they have through chat rooms or other public areas trusted someone with their password or not treated the information as very sensitive. If you log in from a public area its very important to make sure no one is standing behind you or that the information is saved in the computer. We will as an apologize for the inconvenience, we have put you and your daughter true, due to the lack of communication from our side, give you back the items that were sold for 1 Stardollar in the StarBazaar between the 2009-03-03 16:08:04 - 2009-03-03 19:33:58. This process will be done manually, but you should have the items back on the Stardoll account by tomorrow afternoon. Yours Truly, The Stardoll Staff

THEY HAVE THE MOTIVE AND THE OPPORTUNITY AND IT SURE SEEMS STRANGE THAT WHEN YOUR DAUGHTER'S ACCOUNT WAS HACKED, THEY WERE ABLE TO RESOLVE IT SO FAST AND YET THERE WERE EXPENSIVE THINGS TAKEN WHICH WEREN'T RETURNED. THEY ARE CERTAINLY NOT EXEMPT FROM A POSSIBLE LIST OF SUSPECTS... EVEN IF THEY DIDN'T PERSONALLY OR AN EMPLOYEE OF THEIRS DIDN'T RIP YOU OFF. THERE SHOULD BE SOME ACCOUNTABILITY THAT WHOEVER CONTROLS THEIR SITE SHOULD HAVE HAD MUCH BETTER SECURITY OR SOME WAY TO BE WARNED THAT SOMEONE WAS ATTEMPTING TO HACK THE SITE AND TAKEN APPROPRIATE ACTION TO STOP IT OR AT LEAST TRACE THE HACKER. AND WHO WOULD WANT ITEMS FROM STARDOLLS ANYWAY? IT WOULD ONLY BE VALUABLE TO SOMEONE WHO WAS INTO STARDOLLS, YOU WOULD THINK... THAT SHOULD NARROW THE LIST OF POTENTIAL SUSPECTS QUITE A BIT. SOUNDS LIKE TO ME ALSO THAT YOUR DAUGHTER SHOULD BE ENCOURAGED TO STAY OFF LINE AND SPENDING LARGE SUMS OF MONEY ON THINGS THAT ARE ONLY REAL IN THE CYBERWORLD AND START SAVING MONEY TO PAY FOR THINGS LIKE COLLEGE AND CLOTHES AND NECESSITIES IN THE REAL WORLD. TIME TO LEARN THE VALUE OF MONEY. AND TIME TO LEARN THAT NOT EVERYTHING ON THE INTERNET IS HONEST. IN FACT, I AM SEEING MORE AND MORE FRAUD AND SCAMS. THIS IS A STUPID WASTE OF MONEY, IN MY OPINION. I AM SORRY THAT YOU LOST YOUR MONEY AND THE CYBERTHINGS BUT I AM GLAD THAT YOU PUT IT ON THE INTERNET SO OTHER PEOPLE WILL KNOW NOT TO LET THESE PEOPLE RIP YOU OFF.

After 2 weeks of arguing and begging this company to return my daughter clothes this is what I get! Hi, Thank you for your mail. We are sorry for the inconvenience caused. We have looked into your matter and your BBB report. Unfortunately it is our users' personal responsibility to take care of their accounts. Be careful with your password and your Stardollars! As stated under "Help" we don't give refunds for clothes or for the items you have bought for your Suite. Kind regards, The Stardoll Staff Now let me remind you my daughter followed all their rules. Did not give her password to anyone, did not make it to easy and did not go to any of the cheat sites they warned about, but still they will not help her. A loyal., paying customer who has spent hundreds on their site. These are kids! It's their responsibility to protect themselves from hackers! So I warn all of you. the 20 million plus members who have children on stardoll spending their money..STOP. DO NOT LET THEM. SHOW THEM THIS CASE because this could be you one day and Stardoll will not help. If you have had a similar experience with this company, be sure to file a complaint and SPREAD THE WORD. It is reprehensible that they can do this to our kids and get away with it. Where are the consequences!

After 2 weeks of arguing and begging this company to return my daughter clothes this is what I get! Hi, Thank you for your mail. We are sorry for the inconvenience caused. We have looked into your matter and your BBB report. Unfortunately it is our users' personal responsibility to take care of their accounts. Be careful with your password and your Stardollars! As stated under "Help" we don't give refunds for clothes or for the items you have bought for your Suite. Kind regards, The Stardoll Staff Now let me remind you my daughter followed all their rules. Did not give her password to anyone, did not make it to easy and did not go to any of the cheat sites they warned about, but still they will not help her. A loyal., paying customer who has spent hundreds on their site. These are kids! It's their responsibility to protect themselves from hackers! So I warn all of you. the 20 million plus members who have children on stardoll spending their money..STOP. DO NOT LET THEM. SHOW THEM THIS CASE because this could be you one day and Stardoll will not help. If you have had a similar experience with this company, be sure to file a complaint and SPREAD THE WORD. It is reprehensible that they can do this to our kids and get away with it. Where are the consequences!

After 2 weeks of arguing and begging this company to return my daughter clothes this is what I get! Hi, Thank you for your mail. We are sorry for the inconvenience caused. We have looked into your matter and your BBB report. Unfortunately it is our users' personal responsibility to take care of their accounts. Be careful with your password and your Stardollars! As stated under "Help" we don't give refunds for clothes or for the items you have bought for your Suite. Kind regards, The Stardoll Staff Now let me remind you my daughter followed all their rules. Did not give her password to anyone, did not make it to easy and did not go to any of the cheat sites they warned about, but still they will not help her. A loyal., paying customer who has spent hundreds on their site. These are kids! It's their responsibility to protect themselves from hackers! So I warn all of you. the 20 million plus members who have children on stardoll spending their money..STOP. DO NOT LET THEM. SHOW THEM THIS CASE because this could be you one day and Stardoll will not help. If you have had a similar experience with this company, be sure to file a complaint and SPREAD THE WORD. It is reprehensible that they can do this to our kids and get away with it. Where are the consequences!

After 2 weeks of arguing and begging this company to return my daughter clothes this is what I get! Hi, Thank you for your mail. We are sorry for the inconvenience caused. We have looked into your matter and your BBB report. Unfortunately it is our users' personal responsibility to take care of their accounts. Be careful with your password and your Stardollars! As stated under "Help" we don't give refunds for clothes or for the items you have bought for your Suite. Kind regards, The Stardoll Staff Now let me remind you my daughter followed all their rules. Did not give her password to anyone, did not make it to easy and did not go to any of the cheat sites they warned about, but still they will not help her. A loyal., paying customer who has spent hundreds on their site. These are kids! It's their responsibility to protect themselves from hackers! So I warn all of you. the 20 million plus members who have children on stardoll spending their money..STOP. DO NOT LET THEM. SHOW THEM THIS CASE because this could be you one day and Stardoll will not help. If you have had a similar experience with this company, be sure to file a complaint and SPREAD THE WORD. It is reprehensible that they can do this to our kids and get away with it. Where are the consequences!

The main Headquarters is in sweden. My daughter has been a loyal paying member of www.stardoll.com for almost 2 years. She has always tried to follow all of stardolls rules on conduct and safety. On March 3rd, my daughter's stardoll account was "Hacked". At least a hundred items were sold to the hacker's account. These items were very valuable designer clothes. Valuable because they were either prizes from competitions or only available in limited numbers. They also can no longer be purchased. It cost my daughter a lot of time and money to collect them. We immediately contacted stardoll. My daughter has regained control of her account, but she was still missing the items that were stolen.We contacted stardoll again. They ignored dozens of requests. After waiting over a week, we received several automated responses asking for information that was already provided in the email. Another response stated that it is my daughter's responsibility to protect her account by not giving out her password, making the password unrelated to her account & hard to guess and not logging on to "cheat sites" that can obtain you password. It seems as though you are not talking to a real person and that they do not even bother to read your emails. While I agree with the rules that they have set up for password safety, my daughter did not do any of those things. We do not know how her account was hacked. Either it was through stardoll or the individual had some sort of password hacking program. How can my child protect against that? Being that my daughter did not break their rules, I do not understand why they can not help us. She has never told ANYONE her password, it was completely unrelated to her account, it contained both letters and numbers and their system said it was an AWESOME password. All we asked is that they replace the virtual clothes stolen on March 3rd. This is at no cost to them, but it cost my daughter approximately $500 plus real dollars to acquire them! The last email stated that Stardoll can not replace any of her items. If they do not want to take responsibility for these clothes then maybe they should improve their security or maybe make the clothes available to all so that these hackers are not so desperate to get them in the 1st place. I have since contacted the CA BBB, FTC, CA Consumer Affairs & the FBI-Internet Crime Unit. This still does not get any response from them. I have now felt compelled to file this ripoff report and contact varius media outlets. I think it is horrendous how they treat their loyal, paying customers. They can take these kids money, but when something wrong happens they take no responsibility and just ignore them. I have discovered many others who have experienced the same bad customer service with this site. More and More kids are getting hacked and losing items they worked so hard for and paid so much for. They are punished because stardoll won't help them, while the criminal is allowed to remain and enjoy the items they stole. Someone has to stand up and keep these kids from getting ripped off. If they won't them Moms around the world need unite and stop spending money on their site until they back up their product. This is not a safe site for our kids. I truly hope that stardoll actually reads this and wants to correct their reputation. We loved this site & never imagined that they would behave so badly. RPrice Pennsylvania