My experience with Olli Ella has been great. I've received two dolls from a stockist & was very pleased with the quality. I have since ordered directly through Olli Ella. The customer service was grea... Se mer
Företaget har svarat
Även om vi inte verifierar specifika påståenden eftersom omdömeslämnarnas åsikter är deras egna, kan vi märka omdömen med en ”verifierat”‑etikett ifall vi kan bekräfta att en företagsinteraktion har ägt rum. Läs mer
För att skydda plattformens integritet granskas både verifierade och overifierade omdömen av vår automatiserade programvara som är tillgänglig dygnet runt. Tekniken är utformad för att identifiera och ta bort innehåll som bryter mot våra riktlinjer, inklusive omdömen som inte är baserade på en äkta upplevelse. Vi är medvetna om att vi inte kan lägga märke till allt. Det går att flagga sådant som du tror att vi kan ha missat. Läs mer
Det här tycker kunderna
I ordered a dozy dinkum doll as a present for a friend as we love the products available on scandiborn so when I seen it was even cheaper if I bought directly from the company I was made up! However,... Se mer
Företaget har svarat
Have ordered 3 or 4 separate times from dinkum dolls! Have been impressed each time! The quality of each product has been amazing. I love the weighted dolls in particular as I feel they are great... Se mer
Företaget har svarat
When I first ordered my son’s Dinkum doll I didn’t have any direct contact with the Olli Ella team but the process was easy and I was pleased that it arrived in plenty of time for his birthday. This... Se mer
Företaget har svarat
Företagsinformation
Skrivet av företaget
Dinkum Dolls by Olli Ella brings beautifully crafted dolls, cuddly companions and thoughtfully designed play essentials that inspire imagination, comfort and meaningful childhood memories. As part of the Olli Ella family, we combine timeless design with quality craftsmanship to create products designed to be loved for years to come. Alongside our collections, our dedicated Customer Happiness Team is committed to providing warm, personal support and ensuring every family has the best possible experience with us.
Kontaktuppgifter
Suite 1401, Level 14, 101 Grafton Street, 2022, Bondi Junction, Australien
- +61 2 7201 5480
- questions@dinkumdolls.com
- olliella.com
3,6
Medel
179 omdömen
Ingen aktuell inbjudningshistorik
Det här företaget har inte bjudit in sina kunder på länge. Omdömen kanske inte är representativa
Har besvarat 100 % av sina negativa omdömen
Svarar vanligtvis inom 1 månad
Så använder företaget Trustpilot
Se hur deras omdömen och betyg hämtas, betygsätts och modereras.
Damaged dolls, no response.
I ordered 2 dolls in November during their Black Friday deals, which were taking a long time to dispatch, I had to chase it to find out when they were arriving as there was no notification they were ever going to be sent. The dolls finally arrived and 1 was damaged and when customer service finally replied they offered a partial refund on the doll which isn't acceptable, I replied asking for an exchange or return, still no reply since 10th December, I have chased this about 5 times, still no response and 1 damaged doll that couldn't be given at Xmas. I don't think I'll be ordering anymore of these again until this company can demonstrate good customer service, as clearly looking through all these reviews I am sadly not the only person over the festive period, we understand that it's going to be busy at this time of year, but you've abandoned your customers and are providing poor customer service, and no responses or reasons, yet still encouraging customers to buy more dolls through email offers. This is such a shame because the previous dolls I received were lovely.
**UPDATE**
I reached out on social media and finally had a helpful response from the team and they promptly resolved the issue by sending a replacement on 1st January 2026, I felt the response I received was extremely apologetic and timely, so I advise anyone with similar issues to reach out via other methods if possible. Thank you to the Olli Ella team for resolving this issue, and I hope in the future we might look to order again once I can see your customer experience and quality checks have improved as I don't want to receive more poor quality goods with slow response for resolution, but in the meantime we will enjoy the dolls we already have.
10 december 2025
Omdöme utan inbjudan
Svar från Dinkum Dolls by Olli Ella
Hi Hayley,
Thank you for taking the time to share your experience — we’re really sorry for the frustration and disappointment this caused, particularly receiving a damaged item and then not getting timely follow-up during such a busy and important time of year.
During the Black Friday period and the weeks that followed, a combination of high order volumes and operational challenges unfortunately led to delays in dispatch, damage investigations, and customer response times for some customers. We understand how upsetting it is to wait for a resolution after reaching out multiple times, and we recognise that this fell well short of the service we aim to provide.
We’re actively reviewing our quality checks, damage handling processes, and customer support workflows, and we’re glad to be working directly with you to resolve this. Feedback like yours is being taken seriously and is helping guide improvements to ensure concerns are addressed more promptly and clearly moving forward.
Thank you again for sharing your feedback — we appreciate the opportunity to do better.
— Olli Ella Team
Awful customer service, no order, cancelled on me after a month
Ordered 3 items in November, never heard from them - chased dec 12, they said would treat as urgent - they also accidentally forwarded me an email from their freight provider which said they didn’t have that order in their system . They then cancelled my order saying the items were out of stock (despite one, the stroller, still being in stock on their website at this point). I’ve been chasing them for weeks since this for a resolution and have not heard back. It’s so disappointing as it was an important part of my daughter’s Christmas gift. They have lovely products but I’m so disappointed and I really don’t want to give this company any more of my money
21 november 2025
Omdöme utan inbjudan
Svar från Dinkum Dolls by Olli Ella
Hi Callie,
Thank you for taking the time to share your experience — we’re really sorry for how disappointing and frustrating this has been, especially knowing the order was intended as an important part of your daughter’s Christmas gift.
During November and December, a combination of peak seasonal demand and system-related stock discrepancies unfortunately led to delays, cancellations, and slower follow-up for some customers. We understand how upsetting it is to wait for an order over an extended period, only to later be told items are unavailable, and we recognise that the lack of timely resolution added to that frustration.
This experience clearly fell short of the level of service we aim to provide. Since then, we’ve been reviewing our stock accuracy, order handling, and escalation processes to ensure issues are identified sooner and customers receive clearer, more consistent communication.
Thank you again for sharing your feedback — it’s been heard and is helping guide the improvements we’re continuing to make.
— Olli Ella Team
Terrible customer service
Terrible customer service!
We ordered a doll the 12the of november, never arrived!!! We send 7 mails to ask a refund, never an answer!
I wonder where all the money went….
26 december 2025
Omdöme utan inbjudan
Svar från Dinkum Dolls by Olli Ella
Hi Iva,
Thank you for taking the time to share your experience — we’re really sorry for the frustration and concern this has caused.
During November and December, a combination of peak seasonal demand and operational challenges unfortunately led to delays in both order fulfilment and customer support response times for some customers. We understand how distressing it is to feel unheard when reaching out about an unresolved order or refund, and we recognise that this experience fell well short of the service we aim to provide.
We’d really appreciate the opportunity to review this properly and assist you directly. Please reach out to our customer care team so we can look into this and help resolve it as quickly as possible.
Thank you again for sharing your feedback — it’s been heard and is helping guide the improvements we’re making.
— Olli Ella Team
Very disappointed
Very disappointed, my daughters gifts have not arrived for Christmas. I ordered on the 27th november . Firstly one item was out of stock, which apparently delayed the order.But they didn’t dispatch in till yesterday. So presents haven’t arrived. Really upset as my daughter now is missing the unicorn she really wanted .
24 december 2025
Omdöme utan inbjudan
Svar från Dinkum Dolls by Olli Ella
Hi Hannah,
Thank you for taking the time to share your experience — we’re really sorry for the disappointment this caused, especially knowing how upsetting it is when a Christmas gift for your daughter doesn’t arrive in time.
During late November and December, a combination of peak seasonal demand and stock availability issues unfortunately led to delays in dispatch for some orders. We understand how hard it is when an item a child was especially hoping for doesn’t arrive as expected, and we recognise that this experience fell short of what we aim to provide.
We’ve since been reviewing our fulfilment processes, stock handling, and customer communication to help ensure clearer expectations and more reliable delivery during busy periods like Christmas.
Thank you again for sharing your feedback — it’s been heard and is helping guide the improvements we’re making.
— Olli Ella Team
Really awful customer service
Really awful customer service. Like other reviews, I placed an order on Black Friday pleased with their great sale offers - a week passed and I hadn't received a dispatch email so I chased them, they replied promptly saying that they were experiencing delays which is understandable during busy periods - I appreciated their quick response and didn't think much of it - another week passed and I still hadn't heard anything... Christmas was creeping up and I was getting anxious that my order wouldn't arrive on time. I chased again but this time it took over 5 days to hear back from them - saying that due to an error in the system, my items were now out of stock and asked how I'd like to proceed - I was told that they would keep an eye out for my reply as a matter of urgency but haven't heard back since (this was 5 days ago). Really appalling customer service for such a large, reputable company. I've tried going on live chat and emailing but can't seem to get any response or resolution. My little girl is going to be so upset that she won't have the items that she'd asked for this Christmas. Well done for ruining so many Children's Christmas' this year Olli Ella. Won't be purchasing direct again.
23 december 2025
Omdöme utan inbjudan
Svar från Dinkum Dolls by Olli Ella
Hi there,
Thank you for taking the time to share your experience — we’re truly sorry for the frustration and disappointment this caused, especially with Christmas gifts for your daughter involved.
During the Black Friday period and the weeks that followed, we experienced a combination of significantly higher-than-expected order volumes and system-related stock discrepancies, which unfortunately led to delays, cancellations, and slower follow-up for some customers. We understand how upsetting it is to wait for updates, only to later be told items are no longer available, and we recognise that the lack of timely resolution added to that distress.
This experience clearly fell short of the level of service we aim to provide, and we’re sorry for the impact it had during such an important time of year. Since then, we’ve been reviewing our stock accuracy, escalation handling, and customer communication processes to ensure customers receive clearer updates and more consistent support during peak periods.
Thank you again for sharing your feedback — it’s been heard and is helping guide the improvements we’re making.
— Olli Ella Team
Extremely disappointing
Made my first ever order on the 6th December for the Circus Basket as it was on a nice offer and thought perfect for my 2 little ones for Christmas. I saw that the figures for it were not in stock but managed to source them from other retailers. I had no update on the purchase, no tracking. 2 days ago I received a cancellation email saying they don’t have the stock. I was extremely upset as I went out my way to source all the figures to go with it from different retailers. I went back on to Olli Ella’s website and could see “hurry 2 left in stock” so I’ve repurchased but I now have a feeling it’s going to be cancelled again as there is yet again no update. Extremely disappointing as I’ve even bought the strollers and 2 Dinkum dolls for Christmas as I thought the brand looked lovely with really well made products it’s a shame but they definitely should of been way more prepared for the Christmas period!
6 december 2025
Omdöme utan inbjudan
Svar från Dinkum Dolls by Olli Ella
Hi Beth,
Thank you for taking the time to share your experience — we’re really sorry to hear how disappointing and upsetting this has been, especially knowing how much effort you went to in sourcing the pieces to complete the set for your children.
During December, a combination of peak seasonal demand and stock discrepancies unfortunately meant that some items were cancelled after purchase, and we understand how confusing and frustrating it is when availability appears inconsistent. We recognise that this experience fell short, particularly around communication and clarity, and we’re sorry for the impact it’s had on your confidence in ordering with us.
We’ve since been reviewing our stock accuracy and order communication processes to help ensure customers receive clearer information and fewer disruptions during busy periods like the Christmas season.
Thank you again for sharing your feedback — it’s been heard and is helping guide the improvements we’re making.
— Olli Ella Team
Damaged items due to poor packaging, and no response from Customer Service Team.
I placed my first Olli Ella orders in Nov 2025. I was so excited to support an Australian business, and intentionally decided to pay the extra money to support a local, "small business" and receive what I thought would be brand-new, high quality items. I was happy to wait for my items to arrive, knowing I had ordered a month ahead of Christmas. I even appreciated the company sending an apology email regarding shipping delays, and commented to my husband it showed accountability which was positive. When my parcel arrived weeks after ordering. I was devastated to open my daughter's Sollie dolls Stroller to discover it had not been packaged appropriately for shipping and was dented, scratched, and overall so damaged. I'm not talking little scratches, there are dents in the metal screws of the pram, paint has been scratched off from the wheels hitting the metal poles! The handles and wheels had a small amount of bubble wrap, however the metal poles of the pram had no protective packing at all. The box that they pram came in had no packaging around it at all. I regularly purchase online from children's retailers and have NEVER had something arrive so poorly packaged and in such terrible condition. Given that standard shipping costs $12.95 AUD it's even more disappointing! If the environmental impact of protective packaging is a concern, there are many environmentally conscious options available to properly package items for shipping.
I could have purchased a $10 Kmart pram in better condition but had wanted something sturdier, high quality and from a small business - and expected it to arrive in brand-new condition. I understand that sale times are challenging, however it is entirely negligent to improperly package your products for shipping. I cannot imagine it is saving any time for the business either! As it's clear when checking online reviews that I'm far from alone in my experience of receiving a damaged items in the last month, and as a result contacting customer service seeking a resolution to the issue. The second half of my order (doll and doll brush) was just chucked in a plastic postal satchel, again protective packaging. Not even tissue paper. The doll brush bristles squashed and the doll hair was a shambles from being tossed around in the satchel. These are meant to be gifts but I'm absolutely mortified, and definitely won't be able to gift the doll stroller as planned. As I've had no response from Olli Ella I've had to go out today and spend money on new alternative gifts. Which is challenging for customers at Christmas time, plus with three children and extended family to buy gifts the cost adds up quickly. Not to mention I work 60 hr weeks and have had to go out on my day off to get replacement gifts when I thought I had organised all gifts a month ahead of Christmas. It's 3 days till Christmas Eve and I have no hopes that this will be resolved any time soon, if these reviews are any indicator of the response time and the types of resolutions offered. All I want is for the stroller to be replaced with a brand-new, undamaged Sollie Stroller. Period. I don't want a refund and be left without a gift after looking at so many doll stroller options NOR do I want to have to turn around and rebuy the same item when I had bought this one at a time it was on sale. I worked in retail for 15 year and truly empathise with how crazy sale periods are. I appreciated the apology email regarding shipping delays. But it seems clear that there was completely inadequate planning around dispatch of products to customers, and as a result the OLLI ELLA reputation has been negatively impacted. I feel like a number. I don't feel valued as a customer. I understanding it's busy, but there isn't even an automated acknowledgement that your email has been received. It's such a shame as the products are adorable. I even had items I wanted to purchase come into stock yesterday, but didn't feel at all confident I could purchase the items and have them arrive in decent condition, or have any customer service if something was wrong with my order. I would like to continue supporting the business, if they're able to show good customer service and resolve my issues and learn from this sale period and CHANGE their practices around logistics, packaging, shipping and staffing so they can adequately assist their customers! Time will tell it seems.
28 november 2025
Omdöme utan inbjudan
Svar från Dinkum Dolls by Olli Ella
Hi Tahlia,
Thank you for taking the time to share such a detailed account of your experience. We’re truly sorry for the disappointment and stress this caused, particularly knowing how much care and planning went into ordering your Christmas gifts well in advance.
Receiving items that arrive damaged or poorly presented is incredibly upsetting, especially when you’ve chosen to support our brand with the expectation of quality, care, and attention to detail. We completely understand how frustrating this would have been, and we recognise that both the packaging standards and the delays in response you experienced fell short of what we aim to provide.
During the peak sale period late last year, a combination of exceptionally high order volumes and operational challenges unfortunately impacted dispatch quality and response times for some customers. While this helps explain the circumstances, it does not excuse the outcome, and we take feedback about packaging, presentation, and customer care very seriously.
We’re actively reviewing and improving our fulfilment, packing standards, and customer support processes, and we’re glad to be working directly with you to address this. Feedback like yours is being used to inform real changes so we can do better moving forward.
Thank you again for sharing your experience so openly — we genuinely appreciate the opportunity to learn and improve.
— Olli Ella Team
Irresponsible sale practices
Made an order for a doll, outfit and basket on the 28th of November and have sent numerous emails chasing an ETA. I did get one response over a week ago now saying that they were going to treat as urgent and were sorry for delay but still haven’t received a notification of dispatch. My daughter isn’t going to have anything to open for Christmas now and I’m so disappointed. Can’t understand if they’ve had warehouse issues, why they’d keep the online store open and keep sending out spam email to people to continue buying! If you don’t have the capacity to offer a Black Friday sale don’t do one. Seems very irresponsible.
20 december 2025
Omdöme utan inbjudan
Svar från Dinkum Dolls by Olli Ella
Hi Amy,
Thank you for taking the time to share your experience — I’m really sorry for how disappointing and upsetting this situation has been, especially knowing it involved Christmas gifts for your daughter.
During late November and December, we experienced a period of significantly higher demand alongside operational changes, which unfortunately led to delays in dispatch and slower follow-up than we would ever want. We understand how distressing it is when reassurance is given but clear progress or updates don’t follow as expected, and we recognise that this fell short of the experience we aim to provide.
We’ve since been reviewing our promotional planning, fulfilment capacity, and customer communication to ensure expectations are clearer and support is more responsive during peak periods.
Thank you again for your feedback — it’s been heard and is helping guide the improvements we’re continuing to make.
— Olli Ella Team
Be careful, no order and no communication!
I have purchased many times from
Olli Ella and have never had a problem until now.
I ordered a cat for my granddaughter for a Christmas pressie.
It was order on the 6th December and I have not received the item.
I have emailed, called and left messages to no avail.
I feel really upset by this as they have taken my money but there is no way of getting hold of them.
My granddaughter has specifically asked for the cat so I will end up letting her down.
Come on Olli Ella, just contact people and let them know what’s happening.
I wouldn’t recommend at this time as there is absolutely no communication.
It’s very sad and incredibly frustrating.
19 december 2025
Omdöme utan inbjudan
Svar från Dinkum Dolls by Olli Ella
Hi Jane,
Thank you for taking the time to share your experience — we’re really sorry for the stress and frustration this caused, especially given your long history with us and knowing this was a special Christmas gift for your granddaughter.
During December, a combination of peak seasonal demand and operational changes unfortunately led to delays and slower response times for some customer enquiries. We understand how upsetting it is not to receive timely updates during that period, and we recognise that this fell short of the level of service you’ve come to expect from us.
We’re glad we were ultimately able to fulfil your order, and we truly appreciate your continued support and patience while we worked through a very busy period. Since then, we’ve been reviewing and improving our fulfilment and communication processes to ensure customers receive clearer updates and more timely support going forward.
Thank you again for sharing your feedback — it’s been heard and is helping guide the improvements we’re making.
— Olli Ella Team
Une honte cette entreprise
Je ne peux pas mettre moins mais cette entreprise est une honte.
J’ai commandé le 24 novembre 2025 plusieurs produits. Nous sommes le 19 décembre et je n’ai toujours rien reçu. Il y a 3 jours j’ai reçu un mail me disant qu’ils avaient annulé un de mes produits car il était en rupture de stock, aucune proposition pour changer mon produit, aucune proposition pour me l’expédier plus tard, aucun geste commercial. A quelques jours de Noël je me retrouve avec un cadeau en moins et maintenant introuvable dans les boutiques revendeurs. J’ai envoyé plusieurs mails pour savoir où était le reste de ma commande mais je n’ai aucun retour de leur part. J’ai vraiment l’impression de m’être faite escroquée 😡😡😡
J’espère que je vais être livré avant Noël mais j’ai vraiment un gros doute
19 december 2025
Omdöme utan inbjudan
Svar från Dinkum Dolls by Olli Ella
Bonjour Karine,
Merci d’avoir pris le temps de partager votre expérience. Nous sommes sincèrement désolés de lire à quel point cette situation a été décevante et stressante pour vous, d’autant plus à l’approche de Noël.
Fin novembre et en décembre, une combinaison d’un volume de commandes exceptionnellement élevé et de changements opérationnels a malheureusement entraîné des retards dans l’expédition et la communication pour certains clients. Nous comprenons à quel point il est frustrant de recevoir une annulation partielle sans propositions alternatives claires ni réponses rapides, et nous reconnaissons que cela ne correspond pas au niveau de service que nous souhaitons offrir.
Depuis, nous avons travaillé à améliorer la visibilité des stocks, la communication autour des commandes et les délais de réponse afin que les clients soient mieux informés et accompagnés, en particulier pendant les périodes de forte activité.
Merci encore pour votre retour — il est pris très au sérieux et contribue aux améliorations que nous mettons en place.
— Olli Ella Team
Awful
Awful. Made an order at the end of november. No update on order until this week to.advise me some items are out of stock but no update on other items.
I have sent lots of emails but no response.
18 december 2025
Omdöme utan inbjudan
Svar från Dinkum Dolls by Olli Ella
Hi Sofia,
Thank you for taking the time to share your feedback — I’m really sorry for the frustration this caused, particularly with the lack of clear updates and delayed responses.
In late November and December, a combination of peak seasonal demand and operational changes unfortunately led to delays in both dispatch and customer communication for some orders. We understand how confusing and disappointing it is to receive partial updates without clarity on the rest of an order, and we recognise that this experience fell short of what customers should expect from us.
Since then, we’ve been working to improve stock visibility, order communication, and response times so customers receive clearer information and more timely support moving forward.
Thank you again for sharing your experience — it’s been heard and is helping guide the improvements we’re making.
— Olli Ella Team
Do not order
The toy I ordered for Christmas for my granddaughters few weeks ago has not been posted yet by the company. They have my money but have failed to fulfill there promise to dispatch the parcel within a day or two. The most disturbing and disappointing fact is that the gifts are for children and children are the ones who have been let down. The company does not reply to emails, there is no way to contact them as the phone has an automatic reply. It would be honest to send out emails to all the customers with a statement and make a refund. They should also stop sending emails with offers so that people would order even more. If you do, be warned.
4 december 2025
Omdöme utan inbjudan
Svar från Dinkum Dolls by Olli Ella
Hi Riina,
Thank you for taking the time to share your feedback — I’m really sorry for the disappointment and frustration this caused, especially knowing the order was intended as a Christmas gift for your granddaughters.
During the peak holiday period late last year, we experienced significantly higher order volumes alongside operational changes, which unfortunately led to delays in dispatch and slower response times for some customer enquiries. We understand how upsetting it is when expectations around gifting for children aren’t met, and we recognise that this experience fell short of the service we aim to provide.
We’ve since been reviewing our communication, fulfilment timelines, and customer support processes to ensure customers receive clearer updates and more reliable support during busy periods.
Thank you again for sharing your experience — your feedback has been heard and is helping inform the improvements we’re making.
— Olli Ella Team
Stay away from this company
Stay away from this company! Placed an order 28th November said it would be delivered 5th December. I emailed them asking the whereabouts of the parcel the 9th December as I had still not received the parcel. On the 12th the parcel arrived but the box is empty!!!!! I emailed them straight away and as of today the 18th I still have no response, no replacement or no refund.
I am beyond disappointed, I have such a large Olli Ella collection for my kids but between this and the recent decline in quality I won’t ever be ordering again!
18 december 2025
Omdöme utan inbjudan
Svar från Dinkum Dolls by Olli Ella
Hi Cortney,
Thank you for taking the time to share your experience — I’m really sorry to hear how upsetting and frustrating this has been, especially given your long history with our brand.
Receiving a parcel that arrives incomplete is incredibly disappointing, and we completely understand how concerning it is when follow-up support doesn’t happen as quickly as it should. During the peak holiday period late last year, a combination of high order volumes and operational challenges unfortunately led to delays in both fulfilment investigations and customer response times for some customers, and we recognise that this fell well short of the experience we aim to provide.
We take issues like this very seriously, and we’ve since been reviewing our packing checks, dispatch processes, and customer support workflows to ensure concerns of this nature are addressed more promptly and clearly moving forward.
Thank you again for sharing your feedback — it’s been heard and is helping inform the improvements we’re continuing to make.
— Olli Ella Team
Really don’t like the overall quality of suitcase
Really don’t like the overall quality or poorly made zip closure on the suitcase but we love the doll and the dog toys. There was also a dirty smudge on the dog toy box which is okay but the biggest disappointment is that someone packed this and sent it out this suitcase and smudged box to a customer.
18 december 2025
Omdöme utan inbjudan
Svar från Dinkum Dolls by Olli Ella
Hi Elle,
Thank you for taking the time to share your feedback — we’re really sorry to hear about your disappointment with the suitcase and the condition your order arrived in.
While we’re glad to hear you loved the doll and dog toys, we completely understand how frustrating it is to receive an item that doesn’t meet expectations for quality or presentation. This certainly isn’t the standard we aim for, and we recognise how disappointing it would be to receive an item that appeared marked or poorly finished.
We’ve shared this feedback with our warehouse and quality teams, as packing standards and product checks are something we take seriously. Comments like yours help us identify where improvements are needed and ensure we do better moving forward.
Thank you again for your honest feedback — it’s been heard and is appreciated.
— Olli Ella Team
If I could have given zero stars
If I could have given zero stars, I would have! I thought this was a trusted brand, how wrong! During the Black Friday sale I ordered 2 items as Christmas gifts. Today is the 17th December and they have still not arrived and unlikely to before the big day! No response to my last two queries to customer service and no refund. Do not touch this company unless you want to be disappointed
24 november 2025
Omdöme utan inbjudan
Svar från Dinkum Dolls by Olli Ella
Hi there,
Thank you for taking the time to share your feedback — I’m really sorry for the disappointment and frustration this caused, particularly with Christmas gifts involved.
During the Black Friday period and the weeks that followed, we experienced a combination of significantly higher-than-expected order volumes and operational changes, which unfortunately led to delays in dispatch and slower response times for some customer enquiries. We recognise how upsetting it is when orders don’t arrive as expected and when communication falls short, and we acknowledge that this experience did not meet the standard we aim to provide.
Since then, we’ve been working to improve fulfilment timelines, response times, and communication during peak periods to ensure customers are better supported moving forward.
Thank you again for taking the time to leave this feedback — it’s been heard and is helping inform the improvements we’re making.
— Olli Ella Team
Wir hatten am 05.11.2025 eine…
Wir hatten am 05.11.2025 eine Bestellung aufgegeben. Der Kindergeburtstag ist vorbei, Nikolaus ist vorbei , Weihnachten steht vor der Tür und wir haben immer noch nicht unsere bezahlte Ware erhalten. Nach mehrmaligen Nachfragen wurden wir immer wieder vertröstet, sie würden uns die Ware kommendes Wochenende zusenden. Leider bis jetzt nichts erhalten. Dafür das sie so viel Werbung machen ist das wirklich sehr traurig.
Unser Enkelkind ist sehr enttäuscht und wir auch. Sollte ich die nächsten Tage keine konkrete Aussage bekommen, wann sie unsere bestellte Ware liefern, werden wir einen Fall bei Paypal öffnen und vom Kauf zurück treten.
Wirklich sehr traurig von diesen Unternehmen
5 november 2025
Omdöme utan inbjudan
Svar från Dinkum Dolls by Olli Ella
Hallo Diana,
vielen Dank, dass Sie sich die Zeit genommen haben, Ihre Erfahrung mit uns zu teilen. Es tut uns sehr leid zu hören, wie enttäuschend und frustrierend diese Situation für Sie und Ihr Enkelkind gewesen ist — besonders im Zusammenhang mit so wichtigen Anlässen wie dem Kindergeburtstag, Nikolaus und der bevorstehenden Weihnachtszeit.
Im November und Dezember kam es aufgrund eines außergewöhnlich hohen Bestellaufkommens sowie interner logistischer Umstellungen leider zu Verzögerungen beim Versand und in der Kommunikation mit einigen Kundinnen und Kunden. Wir verstehen sehr gut, wie enttäuschend es ist, über einen längeren Zeitraum auf eine bereits bezahlte Bestellung zu warten, und erkennen an, dass dies nicht dem Service entspricht, den wir bieten möchten.
Wir haben seitdem Maßnahmen ergriffen, um unsere Versandprozesse und die Kundenkommunikation zu verbessern, damit solche Situationen künftig transparenter und zuverlässiger abgewickelt werden.
Vielen Dank für Ihr ehrliches Feedback — es wird ernst genommen und hilft uns dabei, uns weiter zu verbessern.
— Olli Ella Team
Mixed feelings
I was really pleased when I saw the mega black Friday sale that olli Ella were holding and bought some bits for my daughter's birthday. I think the sale prices were incredibly reasonable for the toys I was purchasing and I didn't hesitate to order.
After two weeks I hadn't received any correspondence so I sent an email and received a generic response about being busy. I tried to Instagram and was helped by someone from the customer service team. My items were dispatched the following day and arrived the day after. The toys are gorgeous and will be loved by my daughter.
I think by having such a good sale they have shot themselves in the foot as they are clearly unable to keep up with the volume of orders received, meaning negative reviews and upset customers.
Overall the quality of the toys is great, the dispatch times are misleading currently and this is having a massive negative impact on the reviews of a lovely brand.
26 november 2025
Omdöme utan inbjudan
Svar från Dinkum Dolls by Olli Ella
Hi Jen,
Thank you so much for taking the time to share such thoughtful feedback — we really appreciate the balance and care in how you’ve described your experience.
We’re so glad to hear that your order arrived shortly after and that the toys were loved — that truly means a lot to us. At the same time, we completely acknowledge your comments around communication and dispatch timelines. During the Black Friday period and the weeks that followed, demand exceeded what we’d anticipated, and we recognise that this led to delays and unclear expectations for some customers.
Your feedback reflects exactly what we’ve been reviewing internally: ensuring that promotions, delivery messaging, and customer communication are better aligned during peak periods so the overall experience matches the quality of the products themselves.
Thank you again for sharing your experience — it’s been genuinely helpful and is informing the improvements we’re continuing to make.
— Olli Ella Team
Long delivery delays
Order placed on 3 December, no items recieved 13 days later and no delvery tracking details provided. Yet, their marketing email issued today states that orders placed by 18 Decemebr will be fulfilled before Christmas which, based on my experience, is purposefully misleading.
16 december 2025
Omdöme utan inbjudan
Svar från Dinkum Dolls by Olli Ella
Hi there,
Thank you for sharing your feedback — I’m really sorry for the delay you experienced and for the frustration caused by the lack of shipping updates.
In early December, a combination of peak seasonal demand and operational changes unfortunately led to delays in dispatch and slower communication for some customers. We understand how confusing and upsetting it is when delivery expectations aren’t met, and we recognise that this experience fell short of what customers should expect from us.
We want to reassure you that we never intend to mislead, and we’re genuinely sorry that the timing and communication around this left you feeling otherwise. Since then, we’ve been reviewing our delivery messaging and fulfilment processes to ensure expectations are clearer and better aligned during busy periods.
Thank you again for taking the time to leave this feedback — it’s been heard and is helping inform the improvements we’re making.
— Olli Ella Team
I placed an order on 21st of November…
I placed an order on 21st of November nearly a month ago and still haven’t received it. No communication unless I aggressively chase and excuses made as to why the order hasn’t been shipped! Will never order from them again!
21 november 2025
Omdöme utan inbjudan
Svar från Dinkum Dolls by Olli Ella
Hi Jessica,
Thank you for taking the time to share your experience — I’m really sorry for the length of the delay and for how frustrating this must have been, particularly having to follow up repeatedly for updates.
During late November and early December, we experienced a combination of peak seasonal demand and operational changes, which unfortunately led to delays in dispatch and slower response times for some customer enquiries. We understand how disappointing this is, and we recognise that this fell short of the level of service our customers expect from us.
Since then, we’ve been working to improve both our fulfilment processes and customer communication, particularly during busy periods, so orders and updates move more reliably going forward.
Thank you again for sharing your feedback — it’s been heard and taken seriously.
— Olli Ella Team
Do not order from here!
I placed an order at the beginning of the month for my two daughters Christmas present's, it still hasn’t been shipped and I highly doubt it will now arrive in time for Christmas. I have had no update emails and when I contact customer service I get a generic reply which doesn’t even really make sense or tell me when I can expect my package to be shipped because of a backlog of orders. What has really annoyed me though is they’re still posting on their Instagram as recently as today saying you can buy in the UK up until 18th December for guaranteed Christmas delivery! That is just an outright lie because lots of orders from November haven’t even shipped. It’s one thing to have a backlog of orders and apologise and prioritise getting all existing orders out, it’s another thing when you’re outright lying and encouraging people to buy gifts you know won’t arrive on time and fobbing off customers who’s money you have taken for Christmas gifts which won’t arrive. This is my first time buying and I won’t be buying from you again! I think you’ve also lost a lot of repeat customers too after this. You also keep deleting posts on Instagram when they get people commenting negatively about not receiving orders which I also find sneaky and frankly shows a complete lack of respect to your customers.
15 december 2025
Omdöme utan inbjudan
Svar från Dinkum Dolls by Olli Ella
Hi there,
Thank you for taking the time to share your feedback — I’m very sorry to hear how disappointing and frustrating this experience was, especially with Christmas gifts for your daughters involved.
During early December, we experienced a combination of significantly higher-than-expected order volumes and operational changes, which unfortunately led to delays in dispatch and slower response times for some customers. We understand how upsetting it is not to receive clear or reassuring updates, and we recognise that this fell short of the experience we aim to provide.
We want to be clear that we never intend to mislead customers, and we’re genuinely sorry that this situation left you feeling otherwise. Since then, we’ve taken steps to review our communication, delivery messaging, and customer support processes to ensure expectations are clearer and that customers are better supported during peak periods.
We truly appreciate you taking the time to leave this feedback — it’s been heard and is helping inform the improvements we’re making.
— Olli Ella Team
Detta är Trustpilot
Vem som helst får skriva ett omdöme på Trustpilot. Den som skriver ett omdöme äger sitt omdöme och detta innebär att personen i fråga kan redigera eller ta bort sitt omdöme när som helst. Omdömen finns kvar på Trustpilot sålänge omdömeslämnarens konto är aktivt.
Vi skyddar vår plattform med hjälp av dedikerade medarbetare och smart teknologi. Läs mer om hur vi bekämpar falska omdömen.
Läs mer om omdömesprocessen på Trustpilot.
Här är 8 tips på hur man kan skriva omdömen på bästa sätt.
Verifieringen hjälper till att säkerställa att det är riktiga människor som skriver omdömena som du läser på Trustpilot.
Att erbjuda belöningar för omdömen eller att bara be en viss grupp personer att skriva ett omdöme kan påverka företagets TrustScore. Detta strider mot våra riktlinjer.