As part of her CP my daughter has leg braces, so I wanted to make her doll look more li...

GetHuman-mindyre's customer service issue with AmericanGirl.com from September 2018

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The issue in GetHuman-mindyre's own words
As part of her CP my daughter has leg braces, so I wanted to make her doll look more like her. The American Girl doll casts are close enough to her orthotics, so I called asking if I could buy them individually. The women I talked to told me I was in luck, that they had replacements, but told me I would first have to buy the whole “get well kit” with crutches and other items. My daughter doesn’t have or need crutches. I was happy to pay the $** for the ** cents of plastic for the two pretend casts, but being told I have to pay $** to buy a whole kit I will throw away doesn’t seem right. When I asked if I could buy the casts alone, since the kit is for children with broken bones & doesn’t apply to my child. AG says it prides itself on making accessories for every type of child. Her response was that it policy, and if they changed the policy for me, they would have to do it for everyone, and that I shouldn’t ask for exceptions just because my child has special needs. She chastised me for trying to advocate for my kid. **I was under the impression that American girl respected differences and celebrated special needs. My daughter has worked hard to be able to walk with only braces, so to be told that I have to buy them and then pay again for the actual accessory that represents her is a slap in the face. I thought over paying for a product was worth it because we were supporting a company that valued all children. From now on I’ll just pay a lot less for the generic version.

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AmericanGirl.com

Customer service issue
Reported by GetHuman-mindyre
Sep 14th, 2018 - 2 years ago
Not resolved
Seen by 4 customers so far
Similar issue to 4 others
0 customers following this

Timeline

GetHuman-mindyre started working on this issue
Sep 14th, 2018 7:46pm

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