I bought a doll from My Doll Best Friend last year for my daughter’s birthday. A clear manufacturing defect appeared after light, normal use. An independent Doll Hospital confirmed the faul... See more
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Rather than using Amazon I thought I would support a independent business. I placed my second order which I misunderstood was held up in London. The message I received from customer service was qui... See more
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I have been purchasing dolls from My Doll Best Friend for several years and have found this company to be extremely reliable. They carry a wide variety of dolls suitable for both children and adult... See more
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Thank you so much for my CHOSEN doll Ava! Another absolute stunner and we love the lottery system best as internet speeds differ and not evryone can navigate online puchasing quickly. We think this i... See more
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Company details
Written by the company
Hi there! My Doll Best Friend is an online retailer, a doll specialist, established in 2012. We serve the children's market and the collector market, and we proudly serve customers all over the world. Our independent reviews are primarily collected at Reviews.io although some customers choose to leave a review here. At Reviews.io you will find more than 2000+ 5-star reviews! Join us at My Doll Best Friend and find that best friend, whether you're looking for a doll for a child or a collectible for yourself!
Contact info
United States
- www.mydollbestfriend.co.uk
3.2
Average
23 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 48 hours
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Woeful Handling, No Apology, Section 75 Claim Raised
I bought a doll from My Doll Best Friend last year for my daughter’s birthday. A clear manufacturing defect appeared after light, normal use. An independent Doll Hospital confirmed the fault was inherent and not repairable by specialist methods.
The retailer’s handling of this has been woeful. They ignored my first message, offered no apology, didn’t request photos, didn’t investigate the fault, and repeatedly tried to push responsibility onto the manufacturer instead of providing a lawful remedy. I was even told to “Google a doll hospital.” They later attempted to cap postage at £15.
This caused unnecessary distress to my daughter, who lost a valued birthday gift, and the lack of care or accountability from the retailer has been shocking.
I have now raised a Section 75 claim with my bank, who confirmed I meet all criteria, and I have reported the retailer to Trading Standards for non‑compliance with consumer law.
Customers should think very carefully before buying from this company.
Update: The retailer’s public reply contains several inaccuracies. I have provided all evidence to Halifax under Section 75 and to Advice Direct Scotland for Trading Standards review.
March 20, 2026
Unprompted review
Reply from MY DOLL BEST FRIEND
The customer bought a doll in June 2025 and reported it deemed faulty in March 2026 after her daughter played with it for 8 months. Until that point we had never heard from the customer following the purchase. The doll's arm had become loose.
Customer wrote her daughter loved it and asked for a recommendation for a doll artist to repair it, or for us to repair it ourselves. Since we don't do the repairs in-house and don't have a doll artist to recommend, we suggested looking for a doll hospital that might be able to help.
The third party she consulted would not repair it for less than £118. The third party said because the vinyl was too thin for a simple and cheaper repair, that it had been manufactured 'faulty'.
We have asked to see the doll for inspection so that we can assess it for repair, replacement or refund.
For a product purchased more than 6 months prior, this is the process under the UK Consumer Rights Act 2015.
We stated we will pay the return postage. Returning it by Royal Mail would cost £8.93. We have offered up to £15 to give her flexibility in choosing a return method.
We are happy to provide a prepaid returns postal label as another option, but that would limit the customer to dropping off the parcel at an Evri shop, so we have kept the options open. We are flexible about what is most convenient for the customer.
Customer was initially concerned about the time it would take to get a resolution and the 1-star review was intended to 'speed up the process'. This seems to have become less important to her as we have responded quickly with the next steps and she is refusing to cooperate.
We offered a decision for repair, replacement or refund within 7 days of the doll's return to us.
The customer's aim is to keep the doll and receive full compensation.
The customer has totally refused to cooperate with our request to return the product.
We observe threatening behaviour in email exchanges and attempts to damage our reputation.
For anyone reading, please see over 2,000 non-incentivised customer reviews of My Doll Best Friend at Reviews.io
Fabulous Store with Great Service!
I have been purchasing dolls from My Doll Best Friend for several years and have found this company to be extremely reliable. They carry a wide variety of dolls suitable for both children and adult collectors. They ship promptly and dolls arrive in a timely manner to me in Australia. Any questions I have had have always been answered within a day, or two at the most.
I have no hesitation in recommending this store to anyone who maybe looking to purchase a doll or its accessories.
October 11, 2025
Unprompted review
Reply from MY DOLL BEST FRIEND
Dear Xanadu Dolls,
Thank you so much for your 5-star review! We are very pleased to read your comment, and even happier to know that we delighted you in Australia with dolls over the years, and our customer service too. Thank you for your loyal repeat custom over many years!
We appreciate you leaving a review on Trustpilot. We use another platform to invite customers to leave reviews where we have more than 2000 independent reviews (Reviews.io) so in our experience the Trustpilot platform is sought out by the negative reviewers for maximum impact with there being so few reviews here! Not this time! We are so happy to gain your review on this platform.
We are always here to serve you in whatever capacity you need assistance.
Best regards, My Doll Best Friend
Doll is not as advertised
I received the doll in a EU country after almost a month and it doesn’t have features I bought it for and which are advertised on the website. It looks different to what is promised! It was meant to be an Easter present for my son, I am quite upset about it. Waiting to see if MDBF comes back with a resolution.
April 16, 2025
Unprompted review
Reply from MY DOLL BEST FRIEND
Dear Andra Maria,
We are responding to the same review that you have left on multiple review platforms, unprompted. We were sad to see this 1-star review placed everywhere, as we did our very best to serve you.
The baby doll is made from natural material that has not been racially-related to an ethnic group of people; the blue eyes and skin tone is akin to fair or caucasian. It may be that your son is fairer skinned than the Gotz brand image. Monitors can show colours differently, however the description is accurate.
For the VAT and duties query, please see the following places for information on our own website about your responsibilities as the importer. We do not collect VAT for your country and we do not charge UK VAT either. There is no VAT line on the invoice you created at checkout.
This is something we make clear in words on the checkout page before you place your order, but as an importer for goods from outside of your country, and the European Union, it is important that you take your own tax advice from your government websites as well.
1. Terms and Conditions 6.3
2. Delivery page We explicitly state, in the International Customs and Duties section:
Customers wanting delivery to Romania will need to provide us with their EORI number for Romanian authorities to calculate any taxes and for the import to proceed.
3. Checkout, when you add your country, before you place your order you will read these words:
Taxes or duties are not included, and your goods will be subject to local import taxes and duties and an admin fee, which is your responsibility to pay, as the importer.
The supplier confirms the doll is made in China. This is what we explain on the website. This was another email query you raised and we replied to. We communicated with you so well to explain everything.
Anyway, some months later, we hope your son is enjoying his wonderful Gotz doll.
Regards,
My Doll Best Friend
My Doll Best Friend is the best!!
I’ve purchased many dolls from My Doll Best Friend. All have arrived timely to Texas -US and in perfect condition. Excellent customer service , great packing and tracking for shipping. Most recently was fortunate enough to be chosen for the new Chosen Ava doll & purchased the chosen undies (so cute). She did not disappoint! She arrived perfect & more beautiful than her stock photos. Thank you! my doll best friend, “y’all are the best!”
December 12, 2023
Unprompted review
Reply from MY DOLL BEST FRIEND
Thank you so much for giving us 5 stars! We are delighted to hear we are the best! It makes us really happy to read your experience of great customer service, packaging and tracked shipping. Glad that the latest Chosen exceeded your expectations. Thank you so much - and please come back soon!
Best regards, My Doll Best Friend
Very nice doll shop
My most recent purchase was a limited edition "Chosen" doll. Very beautiful and high quality. I have ordered many times from My Doll Best Friend over the years and have always been very pleased with their range of dolls and service.
I also like their system that they practice when the demand is greater than the supply of limited edition dolls, where you can register your interest in buying a doll. If there are more interested people than dolls there is a lottery which feels fair because you know that everyone has the same chance of getting the opportunity to buy one. I highly recommend buying from this shop.
December 8, 2023
Unprompted review
Reply from MY DOLL BEST FRIEND
Thank you, Therese, for your 5 star review of My Doll Best Friend! We highly value your feedback about the system of registering for a Chosen limited edition doll, and the random allocation which allows different customers each time to buy one of these dolls. Thank you for your loyal custom over many years and for sharing your recommendation with others that you have had a good experience shopping here.
Best regards, My Doll Best Friend
Thank you so much for my CHOSEN doll
Thank you so much for my CHOSEN doll Ava! Another absolute stunner and we love the lottery system best as internet speeds differ and not evryone can navigate online puchasing quickly. We think this is fairest! Of course, we get upset with disappointment when we are not 'chosen' but you are faithfully consistent with more opportunities. THANK YOU!
MY DOLL BEST FRIEND is a fantastic UK retailer. Have used them since 2017. Always friendly customer service. Always happy with the goods received-mostly Gotz and Zwergnase dolls and clothes. Heartily recommended!
December 9, 2023
Unprompted review
Reply from MY DOLL BEST FRIEND
Thank you for your 5 star review, we are so grateful! Delighted to hear you think Ava is stunning, and the system is fair, it's important to us to hear this! There will always be more opportunities. Thank you for your repeat and loyal custom since 2017, and for heartily recommending My Doll Best Friend.
Gratefully, My Doll Best Friend
I have been ordering from this online…
I have been ordering from this online store for several years now and am always satisfied.
A wide range of dolls and doll products, the quality of the goods is always at its best. Competent staff, attentive attitude towards clients. Convenient and intuitive website interface, allowing you to make purchases with ease. Always excellent packaging and prompt delivery. The store often holds various promotions and sales.
Thank you My Doll Best Friend for the wonderful assortment, quality and service!
December 1, 2023
Unprompted review
Reply from MY DOLL BEST FRIEND
Thank you, Tanya, for your 5-star review! We are thrilled to read about your happiness with the wide range of quality dolls, promotions, our attentive customer service, excellent packaging, prompt delivery and the friendly website interface! Thank you so much for your generosity, and for your repeat custom over the years.
Best regards, My Doll Best Friend
I've experienced fantastic customer…
I've experienced fantastic customer service from this small business over the years and would not hesitate to order again. They carry wonderful products and do their best to help their customers in all aspects!
December 12, 2022
Unprompted review
Reply from MY DOLL BEST FRIEND
Thank you so much Kari, for your 5-star review of My Doll Best Friend, we are truly grateful you feel that we offer fantastic customer service and that we do our best in all aspects. We look forward to serving you again soon.
Fantastic Doll Store
Received Gotz Ava on Friday and am absolutely thrilled with her. I’ve been a customer of MDBF for many years now and have never received anything but outstanding service. Purchases have always arrived in perfect condition and super quickly from halfway around the world. The staff have always answered any questions I have very promptly and courteously. I thoroughly recommend MDBF to any lover of beautiful dolls and accessories, their selection and service is second to none.
December 8, 2023
Unprompted review
Reply from MY DOLL BEST FRIEND
Thank you so much, Ingrid, for your 5 star rating! We are delighted to read that you find the service to be outstanding, and the shipping halfway around the world to be so quick. Always happy to answer any questions you have. We are delighted you recommend us!
Thank you!
My Doll Best Friend
MyDollBestFriend is a wonderful store…
MyDollBestFriend is a wonderful store that cares about its customers. All my packages were coming well packed and were shipped really fast. The customer service is really good; they answer in a timely manner and are always very helpful. I have bought different dolls in this store for many years, and I am always satisfied. Highly recommended!
December 9, 2023
Unprompted review
Reply from MY DOLL BEST FRIEND
Thank you, Olga, for your heartfelt review and giving us 5 stars! It's great to hear that you find the parcels to be well packed and they arrive quickly, especially because you have purchased many dolls from us over the years. We are thrilled to read that you recommend our store!
Thank you,
My Doll Best Friend
Lovely doll retailer, offering high-end dolls
I have ordered several times from this company and I have always been very happy with the beautiful dolls. I have enjoy being able to purchase high quality dolls for my children and this company clearly has a passion for the dolls that they choose to carry. This is reflected in the excellent customer service and communication. But also in the fact that they even visit doll fairs abroad, in order to get a feel for the dolls. They often post these trips on YouTube. That’s true dedication.
Thank you for my most recent doll. She’s stunning and has a beautiful, soulful expression. My daughter is going to love her.
December 9, 2023
Unprompted review
Reply from MY DOLL BEST FRIEND
Thank you so much Helen for your 5 star rating of My Doll Best Friend! I'm glad you were able to find a beautiful and soulful quality doll for your daughter that she will love - thank you for your kind words about the great customer service that you received, and for noticing how passionate we are about sourcing the right dolls!
Thank you, My Doll Best Friend
Great company
Great company, amazing selection of dolls, tries to give all customers access to chances to buy limited edition dolls(have had my name selected once of the last three Chosen dolls). Always quick to respond to emails, very customer oriented and pleasant to deal with. Five stars, highly recommend!
November 22, 2023
Unprompted review
Reply from MY DOLL BEST FRIEND
Thank you so much Vickie, for your 5-star review of My Doll Best Friend. We do appreciate your feedback that you feel we try to give all customers access to the limited edition dolls. It's great to hear that your enquiries have been responded to quickly and helpfully. Thank you for shopping here and we look forward to serving you again soon!
Best regards, My Doll Best Friend
Wonderful company
Wonderful company! I'm from the States, and MDBF has always gone above and beyond in customer service. Everything I've received has been in perfect condition, clean, safely packaged for the long journey, and no odors. The online store is very fun to shop at. I'm always there nosing around for goodies. I've found that this company is very generous and kind, and delivers exceptional products. My Ava and other items just arrived and she's gorgeous!!! I love the knee socks!
December 9, 2023
Unprompted review
Reply from MY DOLL BEST FRIEND
Thank you for your kind words and 5-star rating, Susan! I'm so pleased that you've enjoyed the dolls from our shop including the clean, safe condition they're in on arrival in the States. It's fun to think of you nosing around for goodies! The knee socks transform the way outfits look, right? We really appreciate your support and are very thankful for your feedback.
Thank you,
My Doll Best Friend
My favorite Doll Vendor!
I have bought at least 11 dolls (for myself and grandchildren--I've lost track) from My Doll Best Friend, including two "Chosen" dolls over the years, as well as clothing and accessories for them and horses for the dolls. The product quality, of course, is outstanding, and they tend to have practically everything available from Götz, not just a small selection) but the customer service is why I keep going back to this online shop, even if I could sometimes pay a little less for shipping by buying within the US or from a place that offers free shipping. Response time to questions is very short, and it's easy to check on my order online any time. I love that I can find out what size doll shoes fit, and selections of clothing for each doll. My order is always properly packed, so even if there is some damage to the outside box, due to handling, the doll's own box is pristine. Thanks, MDBF, for all you do for your customers!
December 9, 2022
Unprompted review
Reply from MY DOLL BEST FRIEND
Thanks so much Peggy for your 5-star review of My Doll Best Friend! We are delighted to read you find practically everything available here made by Gotz, and not just a small selection. We are so pleased you get the help whenever you need it from the customer service team, in a timely fashion, and that when your order ships the goods are well packed. We truly value the number of times you have returned to us, and thank you deeply for your support.
Best regards, My Doll Best Friend
Excellent online shop My Doll Best Friend.
I have been shopping with My Doll Best Friend since 2012 Maxine and staff are very helpful knowledgeable and look after their customers from start until receiving your purchase making sure your happy. Excellent quality at great prices. Information on their website is very helpful and knowledgeable. I highly recommend My Doll Best Friend.
December 9, 2023
Unprompted review
Reply from MY DOLL BEST FRIEND
Thank you so much, Mrs Gormley, for your 5 star review of My Doll Best Friend! I am glad you find us helpful, knowledgeable and always there to look after you, which we definitely are; after 12 years you are family to us.
Thank you,
My Doll Best Friend
The Best online shop for doll lovers in the UK
I'm buying from this shop for a few years now.
I found them very friendly and helpful, and very professional.
Every single purchase with them is stress free. They will go all the way to make their customers happy.
December 6, 2023
Unprompted review
Reply from MY DOLL BEST FRIEND
Thank you so much, Ilona, for rating us 5 star! We really appreciate your feedback and we're happy that you find every single purchase to be stress free. I am glad to hear we have been helpful, friendly and professional.
Thank you and we would be delighted to serve you again in the future.
My Doll Best Friend
Wonderful shop
Wonderful shop, i have been a costumer for many years and I find the people from mydollbestfriend to be very kind and helpful! I recommend this shop!!!
December 9, 2023
Unprompted review
Reply from MY DOLL BEST FRIEND
Thank you so much, Vera, you have been a customer for many years and your rating of 5 star is fantastic for us! I am glad you think we are kind and helpful, it is nice to be known for these qualities.
Thank you for recommending us!
My Doll Best Friend
Great Doll Shop! Excellent Service!
I bought Elizabeth with her cute corgi pups recently. Doll arrived in great shape, box is perfect. Corgi’s really cute and the doll’s 2 outfits are so well made! Even real buttons and tiny button holes on her beautiful lined coat! Great communication as this doll was preordered and did take a bit to get to the store to be shipped. My emails were answered promptly and I had no worries! Excellent shop! I have ordered many dolls in the past! No issues, ever and I live in the USA.
December 4, 2023
Unprompted review
Reply from MY DOLL BEST FRIEND
Thank you so much CJ, for your 5 star rating! I am glad your doll arrived in great shape in the USA, box and all. The corgis are so cute, and there are so many pieces in the Ruby Red Siblies Elizabeth box, it's one surprise after another. Agreed, preorders need extra communication and so glad to read you don't hesitate to contact us and receive helpful replies.
Thank you for shopping with us and for your kind recommendation!
My Doll Best Friend
Reliable and good company
I have purchased several dolls from My Doll Best Friend and have always been happy with their service. Their lottery system for the Götz Chosen doll is fair as there are only 250 dolls produced so not everyone can get one. I definitely would recommend MDBF and will also continue to purchase dolls from them.
November 20, 2023
Unprompted review
Reply from MY DOLL BEST FRIEND
Thank you so much, Chris, for your wonderful 5 star rating! I am pleased to hear you always been happy with our service, and that you are in favour of the random allocation of Chosen Gotz dolls.
Thank you for continuing to purchase dolls here, and for recommending our shop.
My Doll Best Friend
Quality is Lacking and customer service rude
Once again, the retailer is defensive, accusatory, and aggressive in responding, which shows the character of this company, not even allowing shoppers to have opinions. The response from MDBF is the exact representation of a store people should NOT want to deal with. I am also happy to post my interactions via email from the reps, same attitude and nature.
Ordered some items from here and will not order again. There were quality issues with my orders, including loose legs, doll hair sticking completely up, a very expensive doll who could barely stand up. Customer service was rude and dismissive about the issues and mentioned I should go out of my way to correct the doll’s hair issue myself using a hat.
After I questioned their Chosen selection process, the company became very defensive and accusatory. I would never order from this company again and would recommend others do not as well.
January 16, 2023
Unprompted review
Reply from MY DOLL BEST FRIEND
This is not a complaint about a product or about service received as a customer.
This customer purchased from us in January 2023 and is leaving the review in December 2023, after she had registered for the opportunity to buy a limited edition doll in November 2023, and had been unsuccessful.
This customer was treated with care and respect both as a customer of the business and as her alias on Facebook. These are the two places she engaged with our team and our customers throughout 2023.
In her recent interaction with us on Facebook she posed the question about our business conduct in terms of its legality. For a limited edition doll event, Chosen, people were invited to register for a beautiful limited edition doll that was likely to be oversubscribed and if so, would be offered on a random basis. The limited edition dolls are made in a quantity of 250. Registrants are informed before they register they may not be able to buy one. It was heartening to see so many customers respond to her comments directly with their perspectives and explanations. We responded from the business with a full comment and explanation as well. Over the course of several days Theresa Supinski returned to edit, delete and remove her comments, taking with her comments those of our customers, and finally our reply.
My Doll Best Friend is a retailer of play dolls from brands such as Gotz, Llorens, Ruby Red Galleria, Arias and others, and year-round we retail dolls for children and adult buyers.
The Trustpilot platform has been sought out for this review with it only having 2 other reviews.
Genuine reviews for My Doll Best Friend are hosted at Reviews.io where there are almost 2000 4.9 star merchant and product reviews, including many photos posted by customers.
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