It appears as if Digital River has struck again. Numerous complaints are rolling into the MattyCollector Facebook Page over the horrendous handling of their Castle Grayskull orders. Dozens (if not hundreds) of people are receiving emails that their credit cards didn’t process correctly or that their orders were outright canceled for no reason and with no explanation. It seems Digital River is attempting to charge old or outdated credit cards, even if the correct credit card was on file and used to pre-order the Castle Grayskull.
UPDATE:
MattyCollector has responded. This is what they had to say:
As you know, our Castle Grayskull orders are starting to ship. However, as we go forward with processing your credit cards, some orders have failed to process for a variety of reasons (insufficient funds, card expired, etc.). We do know some of you may have updated the cards during the course of the year and we sincerely apologize if your update was not carried forward.
You may also receive an automated response stating: “The product is either no longer available or has been cancelled at your request.” Please note that a credit card failure generates this automated response. We are working to update the wording in this response as it is not accurate to the situation. A more accurate message would be:
“Your Castle Grayskull order is cancelled/on hold pending updated payment information. Please contact Customer Service at 1-877-GO-MATTY or [email protected] to update your payment information by December 5, 2013, and reinstate your Castle Grayskull order at the pre-order price. We apologize for the inconvenience.”
We understand customers did not “cancel their order at their request” and we assure you the pre-ordered Castle Grayskull sets are still available and waiting for you. This is a case of an outdated automated response being generated by credit card processing failures. We clearly need to update our automated responses – so sorry for the confusion, He-Fans!
If you received an email like this, please just contact Customer Service by December 5th to update your credit card information. One quick phone call will get your order back on track so you’re sure to receive the Castle Grayskull you’ve waited for so long!
Read on to see the two letters customers are/were receiving.
Hi *** ****
The below item has been cancelled from you order. The product is either no longer available or has been cancelled at your request:
Product Name Qty Ordered Reason for Cancellation
Castle Gray 1
YOUR ORDER AND BILLING INFORMATION
Order Number: ***********
Order Date: November 9, 2012
——————–
Dear *** ****,
We are writing you to let you know that your pre-order for the Castle Grayskull playset did not successfully process, and we have had to put your castle on hold.
Order Number: ***********
But don’t worry! We would like to give you the chance to claim your pre-order. Just contact our Customer Service Team at [email protected] or call them directly at 877-GO-MATTY, and they will be happy to help make sure you get the Castle you had originally pre-ordered.
You will have until 6pm CT on December 4th to contact customer service to address your pre-order. Please do not wait until the last minute, as you will not want to miss out on this essential set!
Sincerely,
MattyCollector.com Customer Service
Botched Castle Grayskull Order Handling Infuriating Customers
Mine went through ok
And this is just one of MANY reasons why they no longer get my money.
It's puzzling why Mattel sticks with Digital River with all the problems that they have with them.
Lol yah...I'm not angry that I don't collect motu anymore because of these issues never getting addressed.
I feel bad for those who have to go through this bs
This is exactly why I'm waiting until AFTER I have Two-Bad in hand before I switch my credit card over to my new one. I'd hate to miss out on him when, not if, Matty screws up my request and ends up canceling my whole subscription instead.
I'm still waiting for my screen accurate Hover Board to arrive, but instead I received the "So Not Final" version!
Wow, just wow. I'm not sure whether to be upset they are doing this to their customers or to laugh for how they just ****ed themselves up with a $300 product. It would serve them right had half of those people just decided to say, "YOu know what, **** you, I don't need it!"
BTW, uh... Digital River IS an independent company. They do more than deal with Mattel's products, and not very well. Earlier this year they shipped the standard copies of Ni No Kuni for PS3 to people who preordered the limited edition and sent limited editions to those who preordered the standard edition a week before its release.
People were already complaining about the inconsistent service they got when updating account information and the outdated auto-responses earlier this year. But now they decide it needs to be updated? Nothing like threatening the old pocketbook to motivate people.
I guess if they screw up on an order for a $20 figure here and there, it's no big deal to them. Screw up on several $300+ transactions and suddenly they're willing to bend over backwards to fix things.
Personally, I'd rather they just turn around and bend over forwards so I can give them a swift kick in the arse and hopefully dislodge their collective heads.
So people check your bank accounts, on monday I had a pending charge for gray skull and today its gone. I am a little freaked and just want to assault Mattys facebook page about this. Honestly, if I don't get Castle Grayskull I will unsubscribe to 2014.
And surely I can't see the ironic humor in the title of this thread also being "botched?"
I thought about fixing it, but I like the irony too.
They're cheap to work with, aren't they Matty... that's gotta be the reason. Why in the hell would you keep working with people that are impacting your already spotty reputation so negatively?
Well whatever. Mine went through just fine. I've never had any issues with DR and MattyCollector and I expect to continue not having issues. I emailed them so I could switch the payment method for Grayskull to my credit card from my debit card prior to the shipping date(s), and...well, they updated it. Voila, easy-peasy. So I can't say I comprehend or sympathize with all the victims out there, but you have my condolences.
I just hope that we're all satiated once we've finally got this thing in hand.
I'm amazed with all the problems they have it is cheaper to use them, but you know Matty Collector's business decisions aren't always logical.
So people are complaining about Digital River huh, yes, are they cheap? No but we use them any ways.
Solution we will tell them we are changing customer service ever few years and getting better people then never do it Scott approved.
I canceled my order at the beginning of the year because I knew all this would happen. Later on, during the time when everyone was getting cancellation notices due to credit card issues... I thought I'd email matty and tell them I got a cancellation email, even though I didn't LOL! I got a reply asking for some basic info. Then about a week later I got an email saying my order was reinstated. LOL! Plus I got the castle at the $250 price and the stupid poster too. He He! Made DR's stupidity work for me for a change.
Full Thread: Castle Grayskull Orders Being Bothced
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