My daughter has been a loyal paying member of www.stardoll.com for almost 2 years. She has always tried to follow all of stardolls rules on conduct and safety.
On March 3rd, my daughter's stardoll account was "Hacked". At least a hundred items were sold to the hacker's account. These items were very valuable designer clothes. Valuable because they were either prizes from competitions or only available in limited numbers. They also can no longer be purchased. It cost my daughter a lot of time and money to collect them.
We immediately contacted stardoll. It took them awhile, but my daughter regained control of her account. The problem was she was still missing the items that were stolen. We contacted stardoll again. After waiting over a week, we received several automated responses asking for information already provided in the email or stating that it is my daughter's responsibility to protect her account by not giving out her password, making the password unrelated to her account & hard to guess and not logging on to "cheat sites" that can obtain you password.
While I agree with all of that. My daughter did not do any of those things. We do not know how her account was hacked. Either it was through stardoll or the individual had some soret of password hacking program. How can my child protect against that.
Being that my daughter did not break their rules, I do not understannd why they can not help us. She has never told ANYONE her passowrd, it was completely unrelated to her account, it contained both letters and numbers and their system said it was an AWESOME password.
All we asked is that they replace the virtual clothes stolen on March 3rd. This is at no cost to them, but it cost my daughter approximately $500 plus real dollars to acquire them! The last email stated that Stardoll can not replace any of her items.
If they do not want to take responsibility for these clothes then maybe they should improve their security or maybe make the clothes available to all so that these hackers are not so desperate to get them in the 1st place.
I have since contacted the CA BBB, FTC, CA Consumer Affairs & the FBI-Internet Crime Unit. This still does not get any response from them.
I think it is horrendous how they treat their paying customers. They can take these kids money, but when something wrong happens they take no responsibility and just blow them off.
I have discovered many others who have experienced the same bad customer service with this site. More and More kids are getting hacked and losing items they worked so hard for and paid so much for. They are punished because stardoll won't help them, while the criminal is allowed to remain and enjoy the items they stole.
Someone has to stand up and keep these kids from getting ripped off. If they won't them Moms around the world need unite and stop spending money on their site until they back up their product. This is not a safe site for our kids.
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