Yesterday Mattel posted a fairly comprehensive update of the situation on–get this–the Mattycollector website (as opposed to Facebook). Text after the jump.
For the record, it seems that pretty much all subscribers–including me–received their shipping confirmations overnight.
Hey Toy Fans,
Man, it’s been one heck of a week. I know some of you experienced issues with our big sale on October 15th and I wanted to give you the full, official update here.
I’ve always told you the straight-up truth and I’m not going to stop now. So on behalf of me, Toy Guru, and the rest of the MattyCollector.com team, here’s the truth and nothing but…
- Everyone with a subscription will get Teela. Most have already shipped, but they should all be sent out by Friday 10/23. We confess there was initial confusion on our end about what got shipped to who and when, but going forward we’ve worked out a system to ensure that all subscription items ship to Club Eterniaâ„¢ subscribers first.
- All fulfillment confirmations should be out by tomorrow. These are the emails that tell you your order has shipped. If you successfully placed an order and got an order confirmation, but don’t get a fulfillment confirmation by Friday 10/23, please contact mattycollector.cs@digitalriver.com.
- Please know that we never do backorders. Our runs consist of various quantities and may be in more than one shipment from the factory to the warehouse to you, but once the product is all sold, that’s it. With Teela, what happened is the warehouse received the product after the sale technically started, and that resulted in an on-paper-only situation where it appeared we were sold out or backordered, but rest assured this was never the case. We may do a re-release, like with He-Man, but we don’t backorder items. For the future, we’ve worked out a new process so this won’t happen again. In fact, this word is forevermore stricken from our vocabulary!
- In general, please keep in mind that not all orders ship the first day the item goes on sale. Simply because of the large number of items being shipped, outbound shipments are sometimes spread over a period of several days. If you have an order confirmation, never fear… your order is scheduled. However, if you don’t get a fulfillment confirmation within a few days of the order confirmation, please contact mattycollector.cs@digitalriver.com and we’ll be happy to check on it for you.
- Wun-darâ„¢ will only be available to subscribers of Club Eterniaâ„¢ for 2010. There were some rumors going around that Wun-darâ„¢ would be offered to non-subscribers, but it’s absolutely not true. And about rumors in general… we would always make an official announcement about anything huge, so please check with me when you hear crazy things. If something is true, you’ll hear it from me first.
- Contact Customer Support if you received a “Subscription Renewal Failure” e-mail. These indicate there may be an issue with your order, so if you got one, please forward it to mattycollector.cs@digitalriver.com so they can figure out what’s up. If you don’t have the original email, send them your order number and/or name and the email address used for your order.
- We’re still working on the tax issues. I wish this one was easy, but it’s just not. Honestly, we don’t really understand it all, but taxes vary by country/ state/city and product type, which makes it really complicated. The other thing is that Digital River is now required to collect tax in some states where they weren’t required to before. If you live in one of those states, you may have not been charged tax previously, but will now see taxes. Digital River is working hard behind the scenes, gathering tax charts from around the globe. Once they’ve sorted it all out, we’ll post everything we know to the Store FAQs. One thing for sure is that anyone mistakenly charged a tax will receive a full refund as quickly as possible.
- A word about customer service… we heard your complaints and want you to know that everyone on the team takes them very seriously. We’re glad to offer Facebook as a discussion outlet, but we’d appreciate it if you’re having any kind of issue to document it and email mattycollector.cs@digitalriver.com to give them a chance to resolve the issue. There’s a comprehensive procedure in place to ensure every customer is well taken care of and we promise we’re watching closely.
Look, what I really want to say is that we want to make this right. We know we’d be nothing without you, our loyal fans, and we honestly appreciate that you let us know when we do good and when we do not so good. We want your buying experience to be as good as it possibly can be and are doing everything in our power to make that happen.
Thanks for listening,
Matty