I would like to express mConcerns Regarding Order Fulfillment and Customer Support Experiencey concerns…
I would like to express my concerns regarding my experience with this company. I placed an order in September 2025 and specifically requested that the item not be shipped with a hazard sticker on the package, as I was aware that this would lead to its being returned by USPS. Unfortunately, the item was shipped with the hazard sticker, and it was indeed returned.
After this initial issue, I reached out to customer support to reiterate my request regarding the hazard sticker to ensure successful delivery. Regrettably, the item was shipped again with the hazard sticker, resulting in another return. I provided the company with the USPS refusal notice, yet their response contained tracking information indicating that the package was returned to me rather than addressing the circumstances of the return.
As of today, I have not received a refund or the product. I have been in communication with their customer support for six months, but I have yet to receive a satisfactory response regarding the situation or acknowledgment of the previous issues with the hazard sticker. This ongoing matter has resulted in a financial loss exceeding three hundred dollars, with the company retaining both the payment and the item, while failing to provide a resolution. Thank you for your attention to this matter.
Order number 2353
Besvarelse fra Poptorso
Dear Eric,
Wishing you a wonderful day.
This is Karina, Customer Service Manager. I apologize that we were unable to deliver the doll to your specific address this time.
First, please allow me to explain that the shipping process for your Xise brand doll order from our US warehouse is completely normal.
This brand has been in the doll business for many years and has extensive experience handling shipments. Even if the dolls have internal electric functions, they would never put labels such as "Contains Electricity," "Contains Lithium Batteries," or "Dangerous Goods" on the outer packaging, which could affect package transportation.
Any shipping issues after the package is delivered to the logistics provider are related to that logistics provider. It's possible that USPS detected the electricity themselves and then put on the relevant labels.
We have explained this to you multiple times via email, but you have not believed us.
Secondly, the delivery address you provided is the general address of an international school, but you did not provide specific details such as "Building Number and Room Number," which will cause difficulties for the delivery person.
Additionally, schools may conduct security checks on all delivered packages. I suspect that during the security check, the package was found to be electrified, leading security guards and other administrators to request its return due to perceived potential threat to school safety.
It's also possible that neither the delivery person nor the school administrators could contact you upon the package arrival at the school, resulting in the return of this "suspicious" package.
Finally, to ensure the doll's delivery to you, we repeatedly asked for your home address, but you refused to provide it.
We tried several different logistics providers, but neither USPS nor FedEx could deliver the package to an unknown address within the school premises.
Please understand.
Finally, we covered all shipping costs without charging you any handling fees and have fully refunded your order. Please do not send any misleading information.
We actively strive to resolve any issues our customers encounter, and even if we cannot ultimately achieve your desired outcome, we hope you understand our efforts.
Best regards.
