Dealing With Matty Collector, Advice Needed
So it turns out that Mattel’s Matty Collector website isn’t all that collector friendly. The credit card I had on file expired last month, and even though the bank sent me a new card Mattel didn’t try to contact me, didn’t attempt to ship my order, and now their online system is making it near-impossible to correct the issue.
Has anyone had experience dealing with updating credit card info at the Matty Collector website, because so far it’s a bit of a nightmare and a mess. The Masters of the Universe Classics subscriptions I have through the site didn’t deliver the February toys . . . and as of this moment it looks like my subscriptions for 2014 are simply gone.
How does a six billion dollar a year company have such an awful site and terrible customer service?
Related articles
- NYTF2014: MattyCollector (collectiondx.com)
- Toy Fair 2014- Mattel Masters of the Universe Classics Reveals (thefwoosh.com)
I had that issue with them a couple years back. it took my calling them and speaking with a manager (you can only ever get anything fixed at DR by speaking with a manager) in two different departments TWICE to actually get it fixed. Digital River is truly the worst customer service fulfillment company out there
Congratulations, Philip! You have just been Matteled!
Sigh. Thanks, guys. I guess email won’t be returned and I have to start calling them.
I have had this issue happen to me not once, not twice, but three times so I am more than familiar with dealing with Matty/DR.
Very frustrating indeed. Some people prefer to call and speak with a human. Others prefer to e-mail and therefore have a paper trail (which I am not convinced really matters) — so I guess whatever you’re most comfortable with. I wish the web site was more user friendly —
I’m not sure why their web site is so uncooperative. Just recently I had two issues, one w/ my Grayskull pre-order and the other my 2014 sub. I had called in to update my CC and shipping info for Grayskull, but then had to do it again for the sub.
Both times I called in rather than relying on e-mail. Both times I called later in the day (after 8PM Eastern) and didn’t have very long waits (the first was about six minutes and the other was less than three). I think as with any time you deal with customer service you just have to be very calm, clear, and concise I always start off by saying something like “I have a problem and I know you can help me to resolve it” or something like that to start the call off on a positive note. Also ask them to repeat any information you give them to ensure accuracy. Finally at the end of the call I ask them to summarize (if they don’t do it already) and then I just repeat back to them.
Again, very frustrating and certainly not thrilled to have to make calls like these buy they generally go smoothly and I always get what I set out to accomplish.