American Girl Doll - A Lesson in Customer Service

For her seventh birthday this year, I purchased an American Girl Doll for my Grand-daughter, Danica. After much discussion of eye color and hair style, we chose one that was closest to her green eyes and blonde hair. To say the least, Danica was thrilled with her doll which she quickly named Daisy. For some reason, I was under the impression that a hairbrush was included with the doll. If I had gone back and looked closer at the purchase page, I would have seen that I had misread the information. Instead I sent off this inquiry to American Girl Doll.

I believe a brush was to be included in my order of an American Doll that I ordered on October 15th. The order number is 65466390 The doll arrived without the free hairbrush and I am hoping you will solve this
by shipping it to me.
Thank you

And yes, I expected a quick response and an explanation. It had been close to a month since my order was placed and I was doubtful that my inquiry would accomplish much. Of late, I have found myself wondering about customer service and reminiscing about the “Good Old Days” when the customer was always right. What I discovered when this prompt e-mail arrived was that Mattel indeed excels in courtesy and the ability to diplomatically solve a customer problem.

We appreciate your recent order and apologize for any confusion. We do not include free Doll Brushes with the purchase of American Girl® dolls.We’re sorry for any disappointment this may cause.

American Girl Doll Brushes are available for purchase at a price of $8.00 through our website, at our retail stores, or by calling the toll-free number listed below. If you would like to place an order for
a Doll Brush, we would be happy to waive the Standard shipping and processing as a courtesy due to the misunderstanding. If you would like
to pursue this option, please contact Customer Service at the toll-free number listed below and reference your order number 65466390.

You may also wish to note that our doll brushes are wire wig brushes, the same brush someone would use with a synthetic human wig. You may
find wire wig brushes available for purchase locally through beauty supply companies.

Again, we are sorry that your order was not as you expected. If you have any other questions or require further assistance, please feel free
to contact us at the toll-free number listed below.


American Girl Customer Service
Phone: 800-845-0005 or 608-831-5210
Fax: 608-828-4790
Available Monday – Sunday 7 a.m. – 10 p.m. Central Time

A quick phone call to Customer Service and the promise by a friendly operator to send the brush off to my grand-daughter, confirmed my belief that Mattel personnel are customer-friendly and experts in problem-solving. For this Nana, the “Good Old Days” are still around. They can be found at American Girl Doll and I am looking forward to making more American Girl Doll purchases for my grand-daughter and her new doll, Daisy. Dancia

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