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gitwer

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About gitwer

  • Birthday July 29

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    NYCish

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  1. NEED: DCUC Wave 9 Chemo (NON-bubbly torso, Wildcat piece) Wave 10 Imperiex RIGHT arm (Beast Boy piece) HAVE: DCUC Wave 1 (METAMORPHO): Right arm (no "lava hand"), Left leg Wave 2 (GRODD): Right Arm, Right Leg, Left Arm Wave 3 (GRUNDY): Right Arm, Right Leg, Left Leg Wave 4 (DESPERO): All parts available Wave 7 (ATOM SMASHER): Left Leg, Right Leg Wave 9 (CHEMO): Torso & head (bubbly) MARVEL LEGENDS: Brood Queen Head
  2. I'm posting this on a few sites as a cautionary tale. If you have an outstanding order from the mattycollector site, and are in limbo as to your order status, you may want to read this. Ahh, mattycollector. I was so happy to see you announced, and overjoyed when you opened to the public. My order went through smoothly on Monday afternoon, no problems whatsoever. 100% correct confirmation was received in no time flat. CC was even presented with the transaction much sooner than anticipated. Yay, toys! And then.... Come Thursday, the charge from Mattel is gone from the CC statement. Curious, we log into the mattycollector site to check on the status of the order. Upon logging in, we see that the only order in our history is NOT the order we had placed and for which we had received confirmation; it simply listed a completely never before seen order number, marked as "order unsubmitted." I decide to look up the order status using the order number directly. The proper items are listed (KG and a Lobo, one of which is a present which ideally needs to arrive no later than this Thurs, but an extra day or two wouldn't be horrible), the proper total is stated, but there is no billing or shipping infrormation attached. A call to Mattel's CS line finds Fernando very confused as to why this happened, but very helpful. Fernando mentioned that there must have been an unusual glitch in the system and everything should be taken care of by Friday. Come end of business Friday, there is no change. Saturday morning rolls around and I call Mattel CS just after 11 AM EDT, opening time on Sat. I speak to Sherri who is excellent, but has no new infrormation for me at all for some reason. She does refer me to the CS number of Digital River, the company that's handling transactions through MC.com. I call and speak to Ashley, who is great in trying to help me track down the infro. She makes arrangements to return my call so she can investigate the matter, and does so well within the promised hour. She tells me that she's got to get in touch with the shipping company to confirm everything's still fine, but they're closed on weekends and they would have to get back to me Monday morn. Ashley does tell me though that due to the odd error on the part of the shop's system, they'd be picking up the shipping tab and upgrading me from ground shipping. Later Saturday afternoon, the order number search page has changed to reflect the proper shipping address. No sign of any billing infro there though. Monday rolls around, and it's late in the afternoon with nary a word from Mattel or Digital River. I call Mattel at approx. 3 PM and speak to Linda who tells me that my order has been shipped out and is already on its way, via UPS ground. I am glad to hear this, but ask about my promised shipping upgrade, to which she replied she knew nothing. So at this point I'm a bit doubtful that my order's actually been sent. At 3:15 I call DR CS to find that in fact not a single lick of progress has been made. No shipment, no explanation for no contact, no update, nothing, despite being promised something by Fernando on Thurs. and Ashley on Sat. I am told by the gentleman with whom I spoke (missplaced the name) that he'd have to get back to me after he investigated. No such promptness this time, as I call DR back at 6:30 PM to see if there's been any change. A nice fella named Bernie puts me on hold a few times before coming back to me telling me "you will get your merchandise, all I can tell you is to be patient." But ya know, after a few hours spent on the phone trying to get some explanation as to what happened and why, that's just not good enough. So I'm connected to a supervisor Kumiko who spends a great deal of time and effort telling me she understands my problem. I thank her repeatedly for her compassion, while trying to get to the bottom of why, if they have my name, email addy, shipping addy, billing addy, two phone numbers, and CC # on file, they can't re-process the order and take some step to get these items out. Nope, they are unable to do that, they need to find out "the infrormation," buzzwords repeated about 146 times during this conversation. Exactly WHAT infrormation, I have no idea; the site was hammered and I hear went down not long after our order was placed due to massive traffic. It got a bit glitchy. There, that's your "infrormation." I have to ask Kumiko flat out if taking the time to get to the bottom of what exactly happened to my order is more important than using the infrormation she has on file to correct/reprocess the order and get my now sold out merchandise to me and my friend for his birthday gift in a timely fashion. Apparently, it is. So now, customer service will be giving me a call at 9 AM Tuesday to report any new infro, or not. Meanwhile, they sit there with complete billing and shipping infro, my two sold out figures likely sit on a loading dock somewhere, and Mattel/Digital River juuust can't seem to put these two facts together and take a step towards providing a paying customer with his order. To the surprise of no one, my 9 AM phone call from Digital River CS as promised by supervisor Kumiko never came. I gave them a few hours to account for any time zone discrepancy (even though eastern time was established...) and called back on my own. I was transferred to a supervisor, and after about 5 minutes on hold, Kelly picked up. I gave Kelly the nuts and bolts, she started typing and mentioned that Grayskull was sold out now. I added that Lobo was as well, of which she was unaware, so she tells me "since both of the items you ordered were sold out, we can put you on a waiting li..." I didn't let her finish that sentence, as there was NO WAY IN THE WORLD I was going to order items, get an immediate confirmation, have my CC bank presented with the transaction, be told by numerous operators that I would certainly get my items (as recent as 6:30 pm yesterday), and then told I'd be put on a WAITING LIST due to a glitch in the system, a system in which they can STILL access a copy of my order confirmation with full correct billing and shipping info, INCLUDING my CC number. Kelly put me on hold to contact the warehouse to see if my items were still there awaiting shipment. And wouldn't you know it, the shipping center couldn't be bothered to pick up the phone. Kelly told me they'd try throughout the day to contact the warehouse and get back to me. I am now awaiting a call back from Digital River's Mattycollector customer service for the 6th time. So far they're one for five. I would have hoped that Mattel would have come out of the gate with a bit better offering from top to bottom than the one I'm experiencing right now. Just wanted to share as an advanced warning to anyone else who might have to deal with Matty/Dig River CS. If you have an outstanding order, make sure you check your order status at the mattycollector site and make sure everything jibes. This is absolutely ridiculous.
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