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ordered Ecto Goggles on the 16th…it’s the 23rd, my shipping info is still the absolute very first Electronic Shipping Info Received on the 20th…
It has been almost a week since I ordered. I imagine they’ve been moving and they’ll get here before the shipping updates worth a ■■■■. Absolute worst and slowest shipping process ever. EVER.
Normally I remember they average about 10 days from ordering to show up but this is the first time shipping has been this bad. For $120, I feel I should be kept better informed of where my stuff is.
I’m surprised we didn’t have a topic to discuss our experiences with buying from Mattycollector, and how Digital River handles everything. I created this topic to get discussion in one place, and hopefully to get everyone chiming in for proper feedback. Remember, this is a thread for discussion of the transactions you’ve had with MattyCollector and Digital River… not for opinions on upcoming products or other off topic discussion.
Many of you know I’ve had a lot of problems with MattyCollector and DR on a few of my orders. In particular I addressed some issues of the company in a massive thread here:
I also uncovered big issues with how Mattycollector overcharges (grossly) on the cost of shipping:
Those threads are good to refer to for my past problems. But now I have a brand new problem with my most recent order with MattyCollector. As many of you know, I placed several large orders for Ecto Goggles through the Early Access period to ship to fans all over the world. While I was placing one of my orders, the price of Ecto Goggles instantly changed from the correct price of $110 to $1100 each. (I assume this was due to the fact that Matty / DR use a lot of different servers, and the price was incorrect on one of those servers). The product page listed it as $110, but when I finally hit confirm on the order, the price was magically $1100 each. They loaded a hold on to my credit card for $11,478.50, which put my available balance to zero.
Here is where my nightmare starts.
I immediately called my bank and explained the situation. They wouldn’t be able to remove or change the amount. That could only be done by the company that placed the charge. They said I could dispute it, but it would take 2-3 days for that to go through. They recommended I call the company and try to get them to remove it or change it. (Oh great).
I then called up MattyCollector’s (DR) customer service phone number. I was transferred to a guy in India. I explained the situation, and he put me on hold for 10 minutes while he checked things out. When he got back on the line, he told me that they couldn’t remove the hold and they couldn’t change the amount. He seemed to think it wasn’t a problem, and certainly didn’t care. He just told me, it was just a temporary hold and it would be removed after a few days. The amount would be corrected eventually. (Yeah sure.. Great).
Since nothing was getting done and I was unable to use my card while the authorization was there, I filed a dispute with my bank for an incorrect charge a few days later. I provided them with the invoices and what the totals should have been. They contacted MattyCollector on my behalf.
Around this time, MattyCollector shipped out the order of $1100 Ecto Goggles. I was charged the full amount of $11478.50. This sent my credit card negative by $4476.02. I was required by my bank at that time to pay the $4476.02 immediately, or possibly face penalties and have my card / account closed.
MattyCollector then sent a refund in the amount of $9,900.00.
So then I thought, ok. This is all settled.
But then I get an email from my bank (and MattyCollector) which makes me realize something:
$11478.50 - $9900.00 = $1578.50
That’s $1578.50 - $1100 (For 10 Ecto Goggles) = $478.50 (for shipping and tax on 10 Ecto Goggles).
$478.50 is not right.
So then I go back and see that email:
$440 in tax that they WILL NOT REFUND ME?
(That’s 40% tax on Ecto Goggles, vs the 4% they should have charged).
Needless to say I am ■■■■■■ about that, and immediately emailed MattyCollector and my bank to continue on with the dispute on the $400 in excess tax. Now I’m stuck in the eternal cycle of, ‘we’ll email you in 2-3 days’.
You suck MattyCollector. (Well… its really Digital River’s fault, but since you continue to use them after years and years and years of complaints, it’s your fault).
my shipping info has yet to move at all. I have a friend in town, his says his says it’s in town, I expect them along with his tomorrow…
not having tracking info IS NOT OKAY when other people have it. I would like peace of mind knowing my stuff is somewhere. It’s inconsistent and random.
You’re right AJ, I can’t believe we didn’t have it now. Mattel should be held accountable just like everyone else who conducts poor business.
I have been mostly happy with everything I have gotten from Mattel but the awful way they conduct business never fails to leave a bad taste in my mouth every time.
I ordered my goggles like everyone else on day one. Understanding that they would not be accurate I wanted a complete “prop” set. However I have still not received my set, even though a friend who ordered his at the same time and lives down the road from me got his on Thursday. Examining his set I’ve already regretted my purchase as the quality control is just not there, they’re neat. But not nearly worth the 110.00 charged for the goggles. Bad paint, loose knobs, severely innaccurate dimensions and unadjustable head straps just continues the downward spiral of quality this company is becoming known for.
I’ve had 2 issues with Mattel since I started making purchases from them.
The first issue was last December when they were selling the 2 packs of 6" figures at a discount. I picked up one of each on the day of, around 2 pm with no issues. When I received my confirmation e-mail , it stated “When your order was sent to the warehouse for fulfillment, one or more of the products were no longer available and have been substituted with similar products of equal or greater value.” This royally ■■■■■■ me off. How is it that they were out of stock on the day of sale, without having it posted on the item page? So I post a question in the Ask Matty section asking why my e-mail stated that, and how could they run out of stock on the day of. Almost instantly my post was removed, I was placed on “probation”, and MCskeletor sent an ■■■■■■■ message to me. I quickly replied asking what his beef was, and explained to him why I was so upset. Turns out the “items no longer available” portion of my confirmation was a snafu on Digital River’s end (go figure). I received the items I had originally ordered, but with much frustration in the process.
I’m currently dealing with my second issue. I purchased a set of Ecto Goggles the day they went on sale. I received my confirmation e-mail shortly after my order was placed on the 15th. I received my shipping confirmation on the 17th. By the 26th, my tracking info had not been updated, and I was starting to get irritated. Finally late at night on the 26th, they updated my tracking info, but my goggles were still in NJ, and I live in CT. These should’ve been in my hands by now. Today is the 30th, and here’s where my item is. I’d rather show you the mess of tracking info they sent me, rather than trying to explain it to you. Oh, and I still have no goggles in my posession.
MattyCollector just refunded me $379.49. I have no idea where they got that number from. I was charged $400 extra in tax, plus a lot now in interest (and the $4400+ I had to pay on my credit card immediately).
I will not stop fighting until I have the remaining $20.51…
I was given another $16.51. This time not from MattyCollector, but directly from my bank. Still owed $4, but at this point it’s not worth my time to fight it.
Interesting. I just got an email letting me know that my order has been confirmed. Apparently I am receiving a free 6" Peter Venkman action figure with proton stream to make up for the TEN THOUSAND dollar mistake on billing, and the (literally) hours I spent dealing with Digital River customer service, my bank, and Mattel’s CS departments just to (slowly) get the ~$9k back. Nice job Mattel! (sarcasm).
