Dinkum Dolls by Olli Ella Omdömen 

I'm a long time loyal customer of OE (I've been shopping here since 2019) and I've always been very happy with my purchases. They had the best customer service I ever experienced - fast and friendly. I always appreciated the chatty emails! Unfortunately, in the last two years this has changed drastically. 2025 has been a complete sh!t show. Allow me to explain.

Quality:
Quality control is terrible. I have received orders that are damaged and when they kindly replaced them, the replacement was even worse! You'd think they would make sure a second time, this would not be the case.

It seems the quality overall of their items is going down. I believe this is because they are rushing to release too much through the year and especially too much at once for the purpose of gaining more profit. This could also be why quality control is now terrible.

Customer service:
They used to respond to emails quickly, answer all questions and were always so friendly! Now, I either get no response to my emails or I wait a month or more which by then, I've had to email again, write to them on Instagram and write in the VIP Facebook group. The emails feel more like any generic email you get from other companies, no longer standing out and no longer as friendly or chatty as they once were.

The loyalty reward system:
Depending on which tier you are in, you get perks. One of those being an ongoing 5% or 10% (silver & gold tier). These codes cannot be used in conjunction with other discounts or sale items, but the discounts seem to rarely ever work even when following this rule. Email them and get this resolved? Well, good luck getting a response in time! You've now had to spend more than you had to if the codes actually worked. Plus, they'll only respond in email with the generic "no discounts can be used in conjunction so this is why it's not working" ... then you reply and get nothing back once again. It's very frustrating.

Releases:
They are doing too many releases. It used to be that in the VIP Facebook group, we would know when to expect new arrivals, we would know prices and we had all our questions answered but this year, OE responses are so vague even when they definitely can answer (for example whether a release will be limited edition or permanent. They answer "yes"... okay, so which ones? They could also definitely provide a price list), releases are constantly being delayed especially for Europe. I understand things happen out of their control but it's the lack of information and the vague answers in the group and the fact no one can prepare and save up to afford the new drops (especially when multiple drops end up coming together or within the same month). Not everyone can drop $£€500+ (limited edition) at once on OE.

One of the perks of being in the VIP Facebook group is that you get announcements of new releases (limited edition) BEFORE they are online so you can be ready. Well, now they just drop it whenever (at least, for EU they do this) and you just have to be lucky to be awake at the right time. You get emails if you sign up to notifications yes... but by then, it's too late. Had we known a release date which was usually the case, we'd be ready. I hope this isn't going to keep happening like this.

It's frustrating because they are leaving no room to prepare for anything. Again, not everyone can afford a $£€500+ OE spend. It would be helpful to be able to make calculations beforehand. Why not simply release a price list?

Giveaways:
You win a giveaway? They will try to avoid sending it to you. You have to hassle them which feels uncomfortable and they pretend more than once as though they had sent it out when they absolutely did not.

Shipping changes:
Shipping doubled in cost without any warning and free shipping over 100 is no longer possible either. I understand inflation but with such a change, customers would appreciate the warning.

Overall, it's becoming VERY frustrating to shop with OE. It's no longer a pleasant experience which is such a shame because their toys are like no other. You can't find anything like this anywhere else. If it wasn't that their toys were so unique, I'd stop shopping with them because it's been such an unpleasant experience this year.

I really hope they take this (and other recent negative reviews) to heart and return back to how they were before. I miss the old OE where they cared more for their customers and were fast in responding and were friendly and chatty.
What separated them from other companies and made them special (besides the unique toys) is no longer.

I’ve only purchased direct myself from Olli Ella twice and both times my orders were wrong. First time: upon receiving a Moon Pram instead of the traditional pram I contacted them and their response time took an age… so long that my daughters birthday came and went without her having the right pram to open. I chased and chased (even had to chase for a returns label) and eventually it got sorted. Whenever I did get a reply it was always pleasant in tone but not apologetic: kind of like you’re the problem bothering them.
Second time (thinking to err is human and everything) I had an item totally missed from my order. Not even on the shipping note. So once again I set about contacting Customer Service (I loathe this already knowing what’s in store…). Ironically the missing item is the set of Mythical Creatures and yes they are still yet to be sighted… so who knows how this will end. I don’t usually right negative reviews but this one burned me. Twice.

I bought a Cookie dog toy for my daughter at Christmas time. She seldom plays with this toy, it was expensive for what it is and the quality is awful, the leg fell off (mirroring other complaints below). I emailed customer services to ask for a resolution as I thought the product was faulty. I've had no resolution just very slow customer service. I've emailed numerous times to chase the customer services team with little response. We're now 2 months on from the first complaint and no sign of resolution despite me chasing. It's a shame because the toys are very cute but the quality and service are not up to par for the premium prices.

I made an order on the 6/6/25 and have still not received it 11/7/25. I have emailed (first email on the 20/6) and called multiple times. Their response to two of my emails on the 27/6 was “you should have it by now, we will check where it is, we will get back to you” then not getting back to me until i send another couple of emails. The next being on the 8/7 “its fulfilled in our system but we will check with the warehouse, we will get back to you” and then never getting back to me. The order email changed from “confirmed” to “its on its way” on the 2/7 but no shipping information has been provided and it is still yet to show up in my auspost app or arrive at my house. I am at the point now of reporting it to paypal and getting a refund as I doubt it was ever sent at all! It feels like someone just updated the order page to try cover themselves and make it seem like they actually did their job! I am not sure how hard it is to call the warehouse and find out whats going on or find a tracking number but apparently it is super hard. Absolutely appalling customer service. It has been three weeks since I first contacted you and still no answer as to what is happening or where my order is???? Disgusting.

Couldn’t recommend this company enough! Excellent customer service and the most beautiful products. Fast replies from customer service and extremely helpful.

Really cute products but poor quality! Dolls go bald within 24 hours. Contacted customer service who were no use, after an AI-esque response,which solved nothing, they stopped relying. I wrote a review of the product to warn others, but this was either deleted or not posted by Olliella.com. Makes you wonder how often this happens...
I can also see similar experiences rated here.

Had to get in touch with customer services for a slight issue with my order and they gave me a 15% refund. Incredibly kind and rapid customer service

Highly recommend Olli Ella, my boys love their Dinkies - great to find a company who have dolls for all children!

The customer happiness team member Cairie was the loveliest person to deal with. Really efficient response time and going above and beyond to help - and just an all round pleasure to deal with. All emails felt personal and it made me appreciate the brand even more. We have bought many Olli Ella products - most of our daughter’s room actually - and we cannot speak more highly of the quality and whimsical feel of the products. 10/10

Extremely poor customer service, faulty, defect UNSAFE products. AVOID THIS BRAND. Our Dinkum Dog Cookie’s leg came away and the toy was useless as it could not be sewn back on due to the way the toy is made- very sharp plastic piece left sticking out that was unsafe for our child. Toy will be going in the bin. Olli Ella did absolutely nothing to rectify. What a waste of money. Honestly just avoid this brand that are just out to make a lot of money for poor quality toys. How utterly disappointing for the child. Shocking!
This company also LIE- we do have proof of purchase and have provided this and they have remained extremely unhelpful and clearly don’t wish to acknowledge the obvious issues with the quality of their toys. Other reviews here say similar!!!

Olli Ella is hands down my favourite toy brand ever. Their Dinkum dolls are so loved by my kids, even my 10 year old still plays with them. They are quality made and unlike anything else out there. I always recommend them to friends and give them as gifts.

Poor product. Sollie stroller which was £34 broke after 4 months use. Wheel broke. Cheap plastic wheels. Paying 100% more for a slightly nicer seat pad. Better to buy cheap on Amazon in this case as get no more for the money.

I've bought quite a few Olli Ella products my daughter loves them and they make gift giving easy as there's something for everyone. The quality is amazing and their customer service is really great. I recommend them to everyone!

I made 2 orders during their buy one get one free sale, from items in their sale section and wanted to make a third . I couldn't find any info about whether they could combine postage on these orders, and left a bunch of social media direct messages, Facebook group post emails, and tried to call. After a stressful 4hrs waiting for a response, I ended up making the 3rd order as stock was dwindling.
Customer service rep Lucy was absolutely amazing! Partially refunded my shipping costs and was very responsive via email.
Would definitely buy from again.

Beautiful timeless products that are so cute they can be used to decorate a child's room or nursery also

I’ve ordered several times with Olli Ella, despite the dolls being not great condition and the faces going bobbly very quickly, however this is the last time.

They had a free bunny toy offer on, I ordered £25 over the £100 threshold as it was perfect for my godson. I thought I’d put the toys away for future birthdays. However, due to TINY small print which other people have also fallen for, I didn’t get it as I ordered a (£70!!) bundle. The bunny still appeared in my basket until I paid.

But really I’m disgusted by the £20 charge on a £125 order to refund.

This company says ‘hey lovely’ and puts kisses on emails and messages but it is a company with teeth and customer service is better at Amazon. My baby friends know how much I love the designs at Olli Ella but I’ll now tell everyone I think it’s just another scummy company out for profit.

I am really dissapointed with the quality of Olli Ella's products. Our Dinkum doll's head is wobbly and there is huge gap between her neck and head. I bought it two weeks ago and it looks like it could soon fall off. Moreover, I was trying to ask about it on their Facebook group, but my post was deleted. It seems they are only accepting praising comments.... What a pity, I liked their designs, but it is just not worth it. They don't admit to mistakes and don't offer any compensation.

Beautiful toys, great customer service. My children love their dolls from Ollie Ella, and they are so pretty I don’t even mind them left around the house!

We received the See Ya Umbrella for our son for his birthday and something about it was a little wonky so I rescheduled out to the brand and they were so kind and quick in assisting us with a replacement. Not only was the process simple but the service was outstanding. These products are so cute for our little ones, we will continue to be customers for life! Thank you!

I really like the dolls but do not recommend the suitcase at all.
I bought one for my daughter's first Christmas in 2020. Used it a couple of times over the next few years and one zipper pull broke off. Was offered a $40 voucher to either buy a new one or put towards something else. But I didn't want to chuck out an otherwise decent suitcase so kept using it with 1 zipper pull. Well it finally broke off too this week. So whilst we've had it for 4 years, we've used it I'd estimate around 12 times and that's it. Not worth the money. And now I'll also have to pay to take it to the tip.