I just bough the MLP favorite collection with nightmare moon and the such. And Nearly ALL the ponies have dents in the plastic from where the package was applying pressure..I'm curious if anyone else has had this issue?
****Pictures of Damage****
There are several folks that have posted their damage here. Here is what I encountered:
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****1st Response*****
Sherry: Welcome to Hasbro CHAT, this is Sherry, how may I help you today?
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Sherry: Hello Paula, how may I assist you today?
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Paula Umana: I recently came across the My Little Pony Favorite colletion in Toys R Us and purchased it. When I got it home, I removed several ponies from the packaging and they all had serious dents and damage to the plastic.
Paula Umana: Those are only two of the ponies that have damage, the blue one being the worse and I didn't bother removing the last few as when I got to Dj Pon3 I noticed she also had issues. Every pony in that set was damaged.
Sherry: I do apologize for that experience.
Do you still have the packaging available?
Paula Umana: Yes. The damage seemed to be from the actual packaging, where pressure was applied to the ponies from the plastic
Sherry: I understand. I'd like to take care of this for you today.
Paula Umana: Thank you
Sherry: I need the item number which is usually located by the age grade on the packaging.
It is my pleasure.
Sherry: It can sometimes be 5-10 number long and may have a "/" in between the first 5 numbers and the last 5 numbers.
Paula Umana: Looking for it but don't see it.
Paula Umana: oh wait there it is
Paula Umana: A0634
Sherry: Perfect thank you so much. Please bear with me one moment.
Paula Umana: ok
Sherry: I appreciate your patience.
This is an actual exclusive to Toys-R-Us.
Although I can not replace the Ponies, I can send you a postage paid label to return them for a refund.
Paula Umana: Why cant the ponies be replaced?
Sherry: They are an exclusive only to Toys-R-Us.
They are not available separately.
Sherry: I can email the label to you.
Sherry: You would get it in a matter of minutes and it is postage paid.
As soon as we receive the set back, we'd refund you for the purchase price.
Paula Umana: My concern is that I'm going to purchase another set as I do want specific ones out of the set, and they're going to be damaged again. If I spend 40 dollars on the set I don't want to recieve damaged ponies. Is it an issue that the quality control can look into regarding the packaging? I've had other folks tell me that even their individual playful ponies had similar damage as well due to harder plastic in the packaging
Sherry: I can understand your concern and the fact you would like to complete your collection. I wish I had them available.
I am not sure if it is something that happened in shipment. I will certainly pass this on to our product team so they are well aware.
Sherry: I am not sure if you'd rather go to the store directly for a replacement.
Sherry: That way you can ensure you are getting the ones you want.
Paula Umana: Oh trust me its not shipment. All the points of dents in the plastic are from where the plastic packaging pressing intot he ponies. I don't know if TRU will take them back since they've been opened. I'll return them directly to you and wait till they're more avaliable. Hopefully that means you've fixed the dent problem in the batches that have it.
Sherry: When did you purchase the set?
Paula Umana: Yesterday
Sherry: Please provide the age and gender of the child/person using the toy.
Paula Umana: 25/female
Paula Umana: they were for display only
Sherry: Can you please verify your email and mailing addresses?
Paula Umana: (Left blank. No stalkers please!)
Sherry: I will email that label at the close of the Chat. You should see it in approximately 5 minutes.
Do you still have the receipt?
Paula Umana: Yes
Sherry: Please enclose a copy, so we can refund you the purchase price.
Paula Umana: ok..I hope this is fixed in the future.
Sherry: I appreciate your letting us know of this issues and assure you I will share it the the team.
Paula Umana: Its not right to charge that much for a set and get nothing but damaged goods
Paula Umana: Thank you
Sherry: I completely understand.
Thank you for contacting us today Paula.
Enjoy your day!
Sherry has disconnected.
****2nd Response****
I eventually got fed up and called their call center. I spoke to a very nice woman named Kim who apologized and told me that they hadn't received any other complaints about the Favorite Collection specifically. She urged me to tell other people that if their sets, whether it be playful pony or favorites collection, has defects or damages, to call hasbro directly and let them know about it.
****Sooo...now what?****
Best thing to do would be to contact hasbro. I would suggest calling as its more direct.
Hasbro customer service : 1-800-255-5516
Tell them about any and all damage. The more calls placed, the more likley that they'll hopefully do something about these problems. Regardless of how much you paid for your pony item, or the fact that they're toys, its unacceptable for a company to expect their customers to pay for product thats defective and/or damaged 90% of the time.