Matty Strikes Again... this is Mind Blowing!

[Draego-Man]

Some of you might remember that I was sent a defective Battle Ram and that it took me ages to get a replacement sent. Well that replacement has now arrived and although I paid nearly $30 in import duties and customs to Canada for my first defective Battle Ram, I've now been charged another $30 in customs for my second one.

Why is this Matty's fault? Because I EXPLICITLY told them that they would have to indicate on the package that this was a replacement product otherwise I would be charged and yet they didn't bother to do that. Now, when I have asked for a credit in the amount that I paid, they are refusing, telling me to take it up with Canada Customs. Canada Customs in contrast is saying the product was not labeled properly and the charges stand. So I've paid an additional $60 for something that is already priced WAY too high, $30 of which is because they sent me a piece of garbage, defective product in the first place.

Can you believe that? What a way to treat a loyal customer.

Stay classy Matty, stay classy.

[Shawn]

Reminds me of the time they double charged me for shipping and would ONLY give me a five dollar credit. I forget now what the excess charge was but it was a lot more then $5...I sent a complaint to Mattel it self about it for what that is worth...

[Battle Ram Man]

Utter bullshit. Can you file some kind of complaint against them?

[Draego-Man]

Complaint with who? BBB? Dunno. What will that do anyway. Their reputation is already mud. My credit card company has contacted me multiple times because DR continually raise their fraud profile in their system, so clearly they don't give a crap about what anyone thinks.

[Draego-Man]

I'm obviously complaining about this at the highest levels. I've escalated it to their VIP unit, so I'll keep you posted. If they do relent and actually reimburse me I think it will be a minor miracle for sure though!

Prove me wrong Matty and you'll see it return to you with a lot of good karma!

[Mechanizor]

Don't give up, keep pounding hard on their heads, they need to get straighten things out for once!

[GREP-A-TOR]

Do not ignore the BBB. It might not affect this particular transaction, but if, and you know it can happen, you receive another defective item - you can refer them to the link where you reported your first problem.
Having a 3rd Party archive your complaint comes in handy when you get to the VIP escalation phase.

This is Mattel Corporate: http://corporate.mattel.com/about-us/
Mattel Main Customer Service: http://service.mattel.com/us/ContactUs.aspx

Mattel contact info:
Mattel, Inc.
333 Continental Boulevard
El Segundo, CA 90245-5012
310-252-2000 tel

http://www.usa.gov/topics/consumer/complaint/complaint-letter.shtml

http://consumerist.com/2011/10/05/write-a-complaint-letter-like-a-pro/

In case you want to directly email the board and corporate: http://www.email-format.com/d/mattel.com

Visit them on Facebook and drop a professional message about how they have defective products and poor customer service for Canadians.

[Mechanizor]

Nice post GREP...

[_RZ_]

+1 to all this. Remember even non-US residents buying from US companies can contact the BBB for help with consumer issues

[_RZ_]

Some of you might remember that I was sent a defective Battle Ram and that it took me ages to get a replacement sent. Well that replacement has now arrived and although I paid nearly $30 in import duties and customs to Canada for my first defective Battle Ram, I've now been charged another $30 in customs for my second one.

Why is this Matty's fault? Because I EXPLICITLY told them that they would have to indicate on the package that this was a replacement product otherwise I would be charged and yet they didn't bother to do that. Now, when I have asked for a credit in the amount that I paid, they are refusing, telling me to take it up with Canada Customs. Canada Customs in contrast is saying the product was not labeled properly and the charges stand. So I've paid an additional $60 for something that is already priced WAY too high, $30 of which is because they sent me a piece of garbage, defective product in the first place.

Can you believe that? What a way to treat a loyal customer.

Stay classy Matty, stay classy.

I am not sure how Canada works but here in Spain I can file what is called a "Customs Reimbursement" for this type of a situation. You'll have to provide a lot of receipts and details, proving you were sent a replacement, and that you paid the tax twice for the same item. SHouldn't be a problem printing emails with headers or matty receipts.

I bought a digital camera from a US online store and it arrived with a cracked screen. I sent it back and they re-sent the new one, and I mistakenly paid an import tax I shouldn't have on the 2nd camera. It was a lot of money that tax so I looked around and found out I could apply online and send all my paperwork to prove ti was a replacement and I had even sent it back. It took a few months but I got my double-tax reimbursed. I thought I was screwed... Canada Customs should have a similar thing for you to do to get that money back.

[Nemisythe]

I would simply say you should just step over the lackies and ask for someone of a management level status (not that you would know they are for sure) BUT I think you have a valid case and as long as you provide ALL information and proof (as it seems customs will validate this for you), I think a reasonable representative will realize what occurred and refund you or credit you the amount. Trying to deal with the cs drones who are sticking to a script can be annoying and frustrating you can lose your cool (I have), until you realize it's easier to ask for someone higher and start taking down names for a formal complaint after the fact.

[Draego-Man]

Well they are now asking for documentation, so at least a step in the right direction!

[Draego-Man]

Still waiting as they play games. This is their latest tactic...

Thank you for contacting the MattyCollector.com online store.

We apologize for any inconvenience, however, we have reviewed each
e-mail you have sent this year and we are unable to locate any
attachments. In order for us to assist you further in this matter we
need a copy of the customs invoice for this order. Please rely to this
e-mail with the attachment referenced in your previous e-mails so we can
escalate this case accordingly.

My latest reply...

Dear Matty,

Enough! Stop with the nonsense! I have attached the file FOUR times now! This is absolutely unbelievable!

ONCE AGAIN, THE FILE IS ATTACHED TO THIS EMAIL AS A PDF.

I have also included the images in the body of the text here so you can't play this stupid game of saying you can't find the file anymore:

*FILES PASTED IN EMAIL BODY*

This is your last warning. If you do not process my refund I will be contacting my credit card and making a formal fraud complaint. Truly unreal!

[Mechanizor]

Can't you just scan the documents as jpegs and send them, probably they're sooo ancient with their tech and didn't know how to open a PDF file! LOL

[Draego-Man]

They are scans that I sent, both PDF and JPG. They are playing dumb to try and frustrate me into giving up. Nothing more, nothing less.

[GREP-A-TOR]

I implore you to file a complaint on BBB. This will assist you in a chargeback with your credit card.

http://www.bbb.org/minnesota/business-reviews/internet-shopping/digital-river-in-minnetonka-mn-38000919/complaints

[Draego-Man]

Thank you for using the Better Business Bureau's Online Complaint System.
Your complaint has been assigned case # 57305109.

Filed against:
Digital River, Inc.

Complaint Description:
Returned defective product, which I paid import duties on. They sent me a replacement but didn't mark it as such and I was charged customs again. I purchased a "Battle Ram" product from Matty Collector (Digital River) and because I live in Canada I was charged import duties by Canada Customs. The product was defective and the company agreed to replace it. They gave me this Ticket number: 596503. The replacement was shipped to me free of charge, however, when they sent it to me they failed to mark it as a replacement product and instead listed it as having a value of $110.00. This labeling resulted in me being charged import duties a second time in the amount of $26.70. This was the fault of the seller for mislabeling their replacement product, and not the fault of Canada Customs. I have been trying to get the $26.70 refunded to me by the company for over a month now. I first notified them of the problem on March 26, 2015. I sent them through copies of the documentation including the Customs invoice, the paid receipt, and the import document that they filled out incorrectly that was attached to the parcel. Since then they have been playing a game indicating that they have not received the documentation I send them. I have now sent it 4 times, and every time they write me back saying they have no record of the documents being sent. I last emailed them on April 22nd, once again including the documents they requested showing proof of their error and proof of payment and I have received no response. I indicated I would be making a complaint if they didn't respond and here I am making good on my promise to complain. What bothers me the most is the abysmal customer relations where they are simply playing stupid about supposedly not receiving the documentation. They reply to the exact email that the documents were attached to, and blatantly lie saying "we have reviewed each e-mail you have sent this year and we are unable to locate any attachments. In order for us to assist you further in this matter we need a copy of the customs invoice for this order. Please rely to this e-mail with the attachment referenced in your previous e-mails so we can escalate this case accordingly." Truly unbelievable!

Your Desired Resolution:
I am seeking reimbursement for the additional $26.70 I paid in import duties on a replacement product for a defective product that should never have been charged to me. The only reason I was charged a second time for import duties on a replacement product was because the seller failed to mark the replacement as a replacement. This was their mistake, not Canada Custom's mistake, and therefore the company is responsible for reimbursing me this charge.

This case will be reviewed by a complaint specialist at the Better Business Bureau, and then forwarded to the business for their response. It is our policy to allow the business 10 working days to respond to your complaint. You will be notified when the business has responded.

[Mechanizor]

Nice work Draego, I hope you'll get your money back asap. I also recommend sending this complaint to Mattel's higher ups if possible so they can look into DR's malpractice and incompetence.

[GREP-A-TOR]

Digital River is corporate garbage, you can tell by all 700+ complaints, mostly created due to Digital River lying and stalling numerous times. When the scumbags are called out in a public forum they finally relent and provide refunds attaching a robotic template customer service response never admitting any wrongdoing or really apologizing.

[Draego-Man]

Here is the robotic template customer service response...

Thanks for ordering from MattyCollector.com.

We wanted to let you know that your request for a refund has been processed. You should see the credit on your billing statement within 5-7 business days.

Here's a summary of your refund:

REFUND DETAILS
Order Number: 10610046060
Amount: $26.70

....but at least I won! Disgusting that it took a BBB complaint to get them to do it.

Thanks for the suggestion GREP-A-TOR and for all the details of where to file the complaint!

[Mechanizor]

Nice... Even though I feel they should've added another zero next to that 6, especially after all than agonizing BS they've put you through...

[Draego-Man]

No kidding. I can't even believe it. The Battle Ram was released in November 2014, which is when my initial order was placed. 6 months later it is finally all resolved. What an absolute joke.

[Battle Ram Man]

Congrats! I'm glad they were forced to meet their minimal legal obligations. Too bad they don't have the integrity to do it without being forced.

[GREP-A-TOR]

Congrats!

It is not just negligent how they operate, but criminal. To lie and stall knowingly and repeatedly, until a 3rd party intervenes on behalf of the customer (BBB, bank or credit card).

THIS is why there are Negators. Anyone who attempts to defend MattyCollector and Digital River, along with Mattel, and these business practices, is either mentally infirm, has a hidden agenda or interest, or be trollin'!

Notice that there is no apology. No attempt to compensate you for your time, frustration and their incompetence? Not even a $5.00 credit at Matty Collector?

This is how a 3rd rate, outsourced, bottom line / bottom feeder E-Commerce platform operates.

Mattel just does not get it. When you outsource your customer service to the lowest bidder, you outsource your reputation to the lowest bidder.

[Battle Ram Man]

Excellent observations, start to finish.

[Draego-Man]

Yep, bang on.