First, let me say "Hi" again...I did awhile back, but haven't posted since...just lurking [img]wink.gif[/img] ...and second, let me say, thanks so much for all the tips I've gotten from lurking...so enlightening! [img]smile.gif[/img]

I thought you might appreciate this message I received from customer service...my message to them follows their reply...


Dear Jenn xxxxxxxx,

Thank you for your e-mail detailing your concern with our backorder
situation on some of the items you are looking to order. This very
legitimate concern troubles all of us a great deal. We realize that we
are in the dream business and take the responsibility very seriously.

Due to the seasonal nature of the Samantha and Nellie Holiday Coats, we
were unable to obtain additional inventory at this time. We are sorry
for any disappointment this may cause. It is likely, though not
guaranteed, that we will have them next year.

Marisol's Tap Outfit, has been a problem, not because of inventory (we
think) but quality and we are not willing to ship an item that does not
meet our standards. While we cannot guarantee that Marisol's entire
collection of items will be available up to December 31, 2005, we can
say that if you are looking to get the collection, it is better to place
it on an order earlier even if an item is on backorder.

American Girl recognizes the importance of prompt shipment and shares
your frustration and disappointment when we are unable to provide it.
Our buyers continue to work closely with our suppliers to minimize stock
delays of any kind. There may, regrettably, be times when specific
items are delayed due to forecasting, quality, or manufacturing
problems. It has always been our policy to purchase inventory to meet
our most optimistic forecasts and then to protect ourselves and our
customers by ordering additional stock of each item. During the past
this purchasing policy has served us well and has enabled us to build a
relationship of trust with our customers. But we are only human, and
forecasts are only our most intelligent estimates.

We can assure you that we are deeply troubled about the possibility of
disappointing you, and the young girl in your life. We sincerely regret
this disappointment, and hope that we have not lost a good customer.

Again, thank you for the time you have taken to share your concerns.

Sincerely,

American Girl? Customer Service
xxxxxx

Original Message Follows:
-------------------------

I'm so sorry to be writitng this letter. I have rarely been dissappointed in
the American Girl Collection untill recently. My girls are 16 and 13
and have collected the dolls and their accessories for over 13 years. Yes,
my Mother-in Law and I purchased dolls even before I had children, because someday we
hoped to give them to my girls...We have, between the 3 of us; Kaya, Felicity
(German), Kirsten (German), Josefina, 2 Samanthas (1 German) Nellie, Kit, Molly,
2 Lindseys, and Kailey and an American Girl of Today, and 2 Bitty Babies...

With a few exceptions, these are the only dolls my girls have ever had. We
don't have alot of money, so when they receive a dress or piece of a collection,
it is precious. This also means, that we don't buy a lot of things all at
once. This is where my dissappointment lies.

While shopping today for my 13 year olds birthday in March, I see nearly
everthing is out of stock... Many of these items are not available for
shipping till MAY? Marisols collection has only been out 11 or 12 days and
her Tap outfit is on back order already?

This leads me to my next dissappointment, the unannounced retirement of some
items... or in Marisols case, we know she will retire, but if her Tap Outfit
is already backordered, how much or how many are available to begin with...
were Nellie's and Samantha's Winter coats Limited edition? Imagine getting new
dolls for Christmas and finding out you may have no chance of collecting some
of the accessories because they are sold out and maybe retired....my girls were so dissappointed!

I know it is not your fault that we opperate on a limited income. But, we have done well collecting so far. It is the future I wonder about. Please say American Girls will not go the Barbie way, with limited editions out of the reach of ordinary buyers and so many time sensitive things, the average person
can't possibly collect....(edited) I don't wish to stop collecting American Girls for these same reasons... You produce a wonderful product, with great historical accessories, a wonderful learning tool for girls and an heirloom to treasure. Please don't ruin it!

A Concerned Patron,
Jenn