The MLP Arena
Pony Talk => Pony Corral => Topic started by: Catlein on February 07, 2012, 07:15:56 PM
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ARG! So I bought a Shine Bright Twilight on Boxing Day and her light-up mechanism was entirely dead. I emailed Hasbro and they agreed to send me a replacement. Four weeks later, I pick up a box from my post office and see this:
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It came with a letter that they were out of stock of the Shine Brights, so they replaced my order with something of equal value. They couldn't even send something else from the FiM line? They probably have stacks of this 3.5 doll that they needed to get rid of since they didn't sell well (which probably explains why they sent something worth twice the amount of the toy that I wanted).
I'm now contemplating emailing Hasbro again since I really did want my Shine Bright (I haven't seen one in stores in ages), and I really have no interest in poor little Cheerilee. Has anyone had problems with Hasbro in this manner? Or should I just try to sell Cheerilee here on the boards?
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Update on Feb 9
I had a chance to speak with the Hasbro reps today. Very predictably, they were not altogether too pleased to hear my complaints. They tried to explain that they warned me that I might get a different product as a replacement (unfortunately for them I used chat and have a recording on the session on their website that says differently. I was only told that I may get a different Shine Bright toy). I explained to the rep that I appreciated them sending me something, but that I had no interest in the old generation merchandise and that it was unfair to replace a current toy with something discontinued a few years back. Then they told me to take the original toy back to the store (almost two months later and with no packaging...). Eventually, they promised to send a small complementary item "hopefully" from the new line. So... we shall see what appears at my door in 4 weeks.
I am grateful that they were willing to replace a broken object with something that was a higher retail price, and that they eventually promised to send something else, but how can they have no FiM merchandise around? That just seems... off.
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Update March 31
I forgot to update this thread when I got my new replacement from Hasbro, but they were nice enough to send along a brushable Mythbusters (Wave 1) in a huge box visitors can't see pics , please register or login
I am slowly building a unintentional army of her!
And baby Cheerilee is still sitting in her box looking sad..
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I would mail Hasbro and tell them you are still unhappy.
That's not cool to send you 3.5 when you purchased 4 regardless of worth. :/
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good god I would email hasbro and ask for a refund if they can't provide you with the item you originally ordered.
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Wow, that's low...I somewhat understand the whole replacing an item with something of equal value when the initial one is out of stock, although I don't like it, but to replace the new item with a discontinued, unwanted item from a few seasons back? Come on! That's just bad.
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This is kinda weird since someone recently posted here on the Arena that they returned something to Hasbro and were told the item was out of stock so only a refund would be possible, not a replacement. Consistency please, Hasbro?
Keep in mind if you do try to return Cheerilee, I'll bet the only thing you would get at this point would be a refund of your money, not any other pony. :(
But take heart, you get 100 internetz win points for your awesome thread title! XD *big hi5*
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Oh for crying out loud. It would be one thing if they swapped over for a different character in the same line or even, I don't know, one of those Ride-Along ones. But THIS? Argh! Yeah, contact them. -_-
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That's terrible, I would be outraged! D: What a nasty surprise.
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they should have at least gave you a list of choices to pick from or refunded your money
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I would be so mad if I got that in the mail. I don't like the Newborn style ponies, nor do I like the G3 line. Sending you an old pony from a completely different line is bad customer service! I would ask for a refund or for a G4 product of similar value.
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Wh...what. O.o What is Hasbro thinking!
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Odd. Oh well, at least they sent you something.
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I am glad I am not the only one who thought this was a bit odd and not cool. I mean, I appreciate that they were going to replace my pony... I just wish they hadn't sent me their unwanted stock. Will update the thread when I get a response!
(And I am glad that my thread title was amusing :D :D :D)
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NOT COOL, HASBRO.
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Ugh. I'd be annoyed, too. And how weird for them to send you such old stock (why do they even still *have* G3.5 stock? Wasn't it discontinued?)
I would e-mail Hasbro back and tell them that you would really prefer another Shine Bright or at the very least a current G4 pony.
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Oh man!! What a screw-up!
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This is kinda weird since someone recently posted here on the Arena that they returned something to Hasbro and were told the item was out of stock so only a refund would be possible, not a replacement. Consistency please, Hasbro?
Keep in mind if you do try to return Cheerilee, I'll bet the only thing you would get at this point would be a refund of your money, not any other pony. :(
I think Hasbro's Canadian branch must handle things differently than Hasbro's main branch here in the US.
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Oh my o__o
I don't think Hasbro was deliberately trying to displease you though, or thought they were sending you "unwanted" stock :P Like you said, she is worth about twice as much as your shine bright. Definitely better than something of lesser value. And I don't know what you said when you e-mailed them, but they probably assumed it was for a child anyway. They were probably doing their best with what they had on hand.
Not that I'd be happy to find one of those when I was expecting a replacement for a shine bright G4 either though lol. I'm just trying to be fair to Hasbro....this time :P
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They should have given you a choice another pony or a refund :huh: not.... Surprise! This is not what you wanted, but have a nice day anyways :blink: just not good customer service there :|
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Jeez! Definitely keep complaining. That's incredibly obnoxious, it looks like they ARE just trying to get rid of old stock. What a nasty way to do it. ):
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there is shine bright RDs left here in Finland. seems not many want them so I guess I could pick you up one if you want to trade it to something. It sells a bit over 12€.
PM if interested : )
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LOL @ title xD but seriously, Catlein I'd be soooo bummed to get that hideous G3 monster if I was expecting a G4 D: surely Hasbro could have made a better effort to replace the exact product they flubbed on to begin with. I agree with others- make more noise! No one should have to 'settle' for a replacement of something they don't even want from a massive manufacturer like Hasbro.
edit for: I accidentally my grammar.
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Definitely keep complaining!
If they didn't have appropriate replacement stock (frankly I feel it should be the exact same Shine Bright, not just one from the range - but I might be asking too much, idk) they really should have just offered a refund.
I've always hated baby dolls and variations thereof; if I was a kiddie who'd been sent that as a replacement for a 'proper' pony I would have been so upset regardless of the G3/G4 issue!
I don't believe for a second that Hasbro mean to meant to fob you off with old stock, and like you've said, RRP-wise you've gained (lol) but it's still like the rep really doesn't understand the product lines and poor custoer service as a result and I'd certainly be complaining if I were you!
Good luck!
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Ugh just ew, that's a monster :shocked: I think they might want to start just doing refunds or keeping extra stock on hand of the current lines for replacements. I can see how someone might have thought it would be a good idea, but what a hideous surprise.
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I hope you're able to get a refund; I think that would be more appropriate than another toy of equal value. That really isn't a replacement.
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That's very customer unfriendly ! For all they know, you could already have the different replacement item they're shipping out.
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Wow, they probably have dozens of those lying around, and might use that excuse just to get rid of them.
As a kid- I probably would've hated it.
Yeah, a refund is in order.
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ARG! So I bought a Shine Bright Rainbow Dash on Boxing Day and her light-up mechanism was entirely dead. I emailed Hasbro and they agreed to send me a replacement. Four weeks later, I pick up a box from my post office and see this:
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It came with a letter that they were out of stock of the Shine Brights, so they replaced my order with something of equal value. They couldn't even send something else from the FiM line? They probably have stacks of this 3.5 doll that they needed to get rid of since they didn't sell well (which probably explains why they sent something worth twice the amount of the toy that I wanted).
I'm now contemplating emailing Hasbro again since I really did want my Shine Bright (I haven't seen one in stores in ages), and I really have no interest in poor little Cheerilee. Has anyone had problems with Hasbro in this manner? Or should I just try to sell Cheerilee here on the boards?
This is horrible. Really. I say go at them again. I totally agree with the bolded part. Of course they must have had better things to send, like other g4 items.
I think this said it very well:
Jeez! Definitely keep complaining. That's incredibly obnoxious, it looks like they ARE just trying to get rid of old stock. What a nasty way to do it. ):
I wouldn't be surprised if hasbro has been doing this for some time to get rid of all those awful unpopular g3 and g3.5 items. As in, people who bought g4s and ask for replacements or reimbursement somehow will be getting one of these, just like you.
After all most people who buy ponies are not collectors but buying toys for their children so they are more likely to accept it (although with a sigh..)
Ugh.
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Wow! What?
I mean they are toy manufacturers....they know that their lines move in generations....why on earth would they replace with such a random product....they may have been out of stock on Shine Brights [which is amazing in itself....they seem to be out of stock on everything!] but they could have stuck to the same line at least!
I agree with the consensus to go back and complain - money back or at least something from the FiM line...
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I'd decapitate her & send back the head.
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I'd decapitate her & send back the head.
LMAO
And paint (or tint) it red.. BAHAAHAHA!
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Oh my, I'd be pretty disappointed if I received a G3.5 product like that as a replacement for a G4, even if it were worth more!
Like others, I would complain again. They should have offered you a refund instead of something so different from what you originally wanted.
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Yikes, I would not be happy either! A few stores around here still have some older stock, I know I've seen some of the canterlot shine brights at one of my targets.
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I'd decapitate her & send back the head.
I can't stop laughing at this ! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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That's terrible, I would be outraged! D: What a nasty surprise.
ROFL!!!!!!!!!!!!!!!!!!
I agree. I'd rather be sent an envelope with anthrax than be sent this abomination.
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After all most people who buy ponies are not collectors but buying toys for their children so they are more likely to accept it (although with a sigh..)
Ugh.
But those things will give children nightmares... They always scare me in the toy aisle, when I'm walking through, and I hear them speaking... "I'M PINKIE PIE, LOOK, I CAN WALK."
*shudders* :cry:
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-sigh- Oh Hasbro...
Apparently Hasbro does this, a lot. I know there was an incident with a Transformers toy where they were broken in packages and people contacted Hasbro about it for replacements.. and Hasbro just sent shelf warming toys that were not of equal value. It's a really dirty thing to do.. but Hasbro doesn't seem to be all that caring of anything because of how wide-spread they are.
I would certainly suggest you send them a strongly worded e-mail explaining that you should have been contacted before they sent you something, telling you that the item you were originally supposed to get was out of stock and would you like to pursue the matter any further or what would you like to replace it with, or even better a refund.
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Sounds like they were hoping that you only cared about the dollar value you spent and not that you were a serious collector. :(
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I took the time to write a letter that I would send to Hasbro if I were in your position. You're free to do with it what you want ;)
I work in customer service, and let me tell ya, the kind of reaction you got is NOT customer friendly.
Dear Hasbro,
I sent a toy back to your offices that didn’t meet the general standards of quality control.
In response, a certain item was sent back to me (enclosed). The item is in no way anywhere near the toy that I purchased and sent to you for replacement. I understand your explanation about the toy in particular not being available, but at no point did your customer service dept. contact me to inquire if I was OK with this type of replacement product or this approach to my initial complaint.
For all you know, I have already bought the product you sent as a replacement, leaving me with two items of the same toy. For all you know, the toy you sent as replacement was already seen at stores, and didn’t live up to our expectations.
Dollar value may have been met with your offer, but item and quality value certainly have not. I’m sending you back this item, in hopes of getting a refund or a replacement of good quality of the same item I sent initially.
It is professional and to the point.
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WHAT THE--I think I would start crying if I opened a box from Hasbro, expecting a shine bright replacement, only to be faced with that hideous turtle-doll.
That is SO BAD. Why can't they just send people Hasbro coupons or something, in the amount of the money you spent on the shine bright? Or just a plain refund, or ...or ANYTHING BUT THAT.
Also, what is up with Hasbro not having any stock of their toys. From what I've seen on here, they don't even have stock of current G4s?? What's that all about? They really need to stop flinging G3.5s at people. That's just mean.
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I can understand them being reluctant to send a refund since you might end up using it on something other than a Hasbro product but why can't they do what Mattel does when they don't have a replacement for a particular Monster High doll in stock and send you a voucher?
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Ewww! Now that's a really bad trade. LOL. (No offense to those of you who actually like those... things... but they are just not my cup of tea at all. ;) )
I would contact them and let them know, for sure.
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After all most people who buy ponies are not collectors but buying toys for their children so they are more likely to accept it (although with a sigh..)
Ugh.
But those things will give children nightmares... They always scare me in the toy aisle, when I'm walking through, and I hear them speaking... "I'M PINKIE PIE, LOOK, I CAN WALK."
*shudders* :cry:
They are just scary ;_; I don't know any child who has one of the pony babies *shudders*
But even if they were for kids, how does Hasbro know you don't already have said product? And... why old stock? Believe it or not, there are still some of those G3.5 babies on stores where I live (that tells they are NOT wanted at all).
I completely agree with SeabreezeBigBro with the letter.
And if not have the product in stock, to offer a refund, at least someone contact you to offer a not-exact replacement, or a voucher to use on another Hasbro toy, not send a random surprise =P
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At least they sent something. Some companies ignore those things..
I've said it before - do you think sometimes these replacement stocks come from different departments? And that maybe that's why they don't have the replacements on hand?
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god, her forehead is gigantic
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I can see why Hasbro does it...but....ugh. I don't know. From a customer service and satisfaction - and financial!!!! - standpoint, I don't see how this is cost effective. I would assume that the majority of people who order something on line (even if it's for their kids) are wanting a particular product. I would assume that most would not be pacified by a different product; therefore, why waste shipping costs on a chance? I mean, I'm sure they've done their research and there's a reason for it - but man...my hunch would be it wouldn't (but what do I know? :))
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I, for one, am agog to see what Hasbro will send you next. A Spider-Man skateboard? A Teenage Mutant Ninja Turtles hockey stick? The possibilities are endless! :P
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Gaa... I didn't have a chance to chat with a Hasbro representative (usually it's easier to take that option), but you all have given me plenty of good arguments! Including the headless pony (JK!!!!)
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I would email them and let them know how you feel, the worst that can happen is just a refund, then you can get a shinebright online maybe?
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I'd decapitate her & send back the head.
See, now I'm picturing some Hasbro employee waking up with this thing's head in his/her bed like in The Godfather. XD
They are just scary ;_; I don't know any child who has one of the pony babies *shudders*
I bought this exact pony at Value Village to scare my husband with (it worked, but that's beside the point...) and my son told me I couldn't send it back to VV because he "wuvs her." Somebody around here has to, I guess. :)
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Yeah! I would like say something! That's not right!
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Now, now, everyone. It is nowhere that bad! XD
I would totally be frustrated but from a costumers point (a non-collector-kind of point I suppose haha) this is kind of fair and not bad, and, my god, there might be people/kids even liking the G3.5, who knows. lol
It is certainly silly to not contact the person asking for confirmation first, but that's big companies for you. They prolly thought they'd save time AND make someone happy at the same time....silly them. ^^
But surely not "horrible" and "omg" and "how dare they". I find it a somehow charming fail. In a :muffin: Pony kind of way...^^'
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ahhhhhh!!!!! It's Scholastic book orders all over again. Well... at least she's a pony.
Seriously though. that is soooo mean.
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Cheeky much! If they can send you something from the new line now, why not before? Hmmm, keep us posted on what they send you!
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Jeez. I wanna know what they send next. This is just too reduculois.
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I'm curious to see what they send next. :Ua
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I really hope they send something more acceptable this time around.
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I bought this exact pony at Value Village to scare my husband with (it worked, but that's beside the point...) and my son told me I couldn't send it back to VV because he "wuvs her." Somebody around here has to, I guess. :)
Aw, so cute!
Anyways, add me to the long list of people anticipating what comes next...
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I'd decapitate her & send back the head.
See, now I'm picturing some Hasbro employee waking up with this thing's head in his/her bed like in The Godfather. XD
They are just scary ;_; I don't know any child who has one of the pony babies *shudders*
I bought this exact pony at Value Village to scare my husband with (it worked, but that's beside the point...) and my son told me I couldn't send it back to VV because he "wuvs her." Somebody around here has to, I guess. :)
Someone loves her =)
At least, I know I will be scared with one of them *shudders*
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I forgot to update this thread when I got my new replacement from Hasbro, but they were nice enough to send along a brushable Mythbusters (Wave 1) in a huge box :) I am slowly building a unintentional army of her!
And baby Cheerilee is still sitting in her box looking sad...
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Bluh, that is pretty uncool of them. Hopefully this gets resolved in a way that makes you happy. I could understand not having Shine Brights on hand, but not having any G4s at all is very puzzling. I'm sure it's more a matter of trying to make you happy with something they couldn't sell anyway. With luck, now that you've called them on it the matter will be resolved.