The Doll Hospital

Charles is the rudest man I’ve ever dealt with. Worst customer experience in my life. Apparently other customers not paying for previous repair services and leaving their dolls at the hospital completely condones his disgusting attitude towards new and honest paying customers like myself.It took the hospital twice as long to repair my doll, 7 months! But I was not concerned by the timing. Charles has absolutely no consideration for customers needing to shuffle their lives around to collect their doll and expects payment as soon as he calls you to say it’s ready. This is all without seeing the finished product. He changes their opening hours at the drop of a hat as well. Pay no attention to advertised hours.Such a disappointment and was left with a bitter taste, from what should have otherwise been a lovely collection experience. I could not even look at the dolls properly, I was not excited and just wanted to get out of there asap.I feel sorry for Anne, as she did a good job in repairing the dolls. I highly suggest Anne handles the customer service side of things and calls customers for pick up’s from now on. Best of luck Anne.

For people who fix toys for a living, you'd think they would have some happiness about them. The most miserable, rude and abusive people in the world. It's a shame I can't give 0 stars.

I went there to pick up a doll for a neighbour, as we live well over an hour away from the business in Bacchus Marsh.I read all the reviews and was intrigued.I found the place to be unlike anything l have experienced, it was like taking a trip back in time. I found both Charles and his wife very suspicious of me, but once l qualified as the person they were expecting, they were very professional and proud to show me the Doll (their Art).To previous people who have left unkind messages on here l simply believe they did not understand how to speak to or qualify as a customer they wished to deal with.That shop is their world and they are fiercely protective if that.The Doll was restored absolutely magnificently and l was very proud (and careful on the drive home) to give it to her owner.

What a pity that we can’t even review the actual ‘service’, but feel somewhat compelled to leave a review purely based on first impressions over the phone. I’ve never heard anyone speak to my grandmother of 85 years in the disgusting way that “gentleman” spoke to her. He was abrasive, rude and hung up in my grandmother’s ear after she made a mere courtesy call to see if she needed to book an appointment to bring her doll in. After the incident, I decided to look the business up to see if anyone else had experienced this. Wish I’d done so prior to calling. Putrid behaviour.

Worst customer service I’ve ever received. Unacceptable, unprofessional. Took my money without providing repair. Charles Retire if you cannot do the job! Rudeness beyond comprehension!! Zero Star. I would never recommend this business.

Anne and the team are just lovely. They really make loved soft toy repair a special event for the kids, plus they do an amazing job for a great price.

Such an upsetting experience - please don't visit this awful place. After not responding to my email earlier this year, I called them, Anne was rude to me over the phone and expected that I should know they don't check their emails and prefer you to visit to assess what work needs to be done. I called in there today and have never been treated so poorly. I wanted some teddies fixed (eye and nose replaced) for my son who believes that Santa's elves will fix them for him and therefore I can't bring his teddies in until his elf arrives at our house to collect them, therefore 2nd Dec would be the earliest. Charles then said that's a Friday, they're not open, nor are they open on the weekend, so Monday 5th is the only date. I said I could do that with no problem. This was then made out to be such a huge problem and he said we really need you to bring them in on the 1st. At this point Anne arrived in the store and I tried to explain why I couldn't bring them in on the 1st, as my son would know that his elf hadn't taken them to Santa. She then looked at me with such disdain and said, I just don't get this" and walked off. I said I was just trying to keep the magic still alive for him while he still believed. I then started crying as I couldn't believe how hurtful she

I was so happy with the restoration of my 70 year old doll. Charles was very focussed on his profession and took the time to answer all my questions. He was very proud of the restoration of my doll and concerned of the safe trip I was taking with my doll interstate. We found Charles to be a gentleman, polite, courteous and eager to share his experiences. We found Charles’s knowledge of his craft was fascinating, thank you Charles. Margot from Queensland

Don't email them. Was told on the phone that they never actually check their emails (despite the address being on their website). Had waited four days from emailing before calling to follow up. Were quite abrupt on the phone and quite condescending. I was apparently meant to know they are too busy to ever answer their own emails. Will be giving them a miss.

I took my 17 year old doll to the doll hospital, hoping that the doctors there would be able to fix her up. She had been my favorite toy for as long as I could remember, and I couldn't bear the thought of losing her.The doctors at the doll hospital did their best to repair the doll, but unfortunately, their stitching became infected. Despite their efforts, the infection continued to spread and it became clear that there was no other option. The doctors had to euthanize my beloved doll.I was devastated by the news. My 17 year old doll had been such a special part of my life and I felt like I had lost a close friend. I will always remember the time we spent together and the special bond that we shared.