mattel you stink!!!!

[Alicat]

I am so frustrated with Mattel rigght now! I picked up about the 7th of Feb. I was soooo excited, she was beautiful!

 But, when I got home and pulled her out, she was wonk eyed, and bad! I thought, meh Mattel will fix it! I contacted them, explained and they said no problem, we will replace her! Yay!! of course one thing tha irks me is that I had to pay for her shipping! but I could get over that.

Well, I waited about 2 weeks and never saw a doll or the return labe :stressed:l email to me. So I called last week again and she explained it could have been in my spam folder that they would wait for my doll to send me another. I went through everything in my emails and never found it. So, she said she sent me another. It has been almost a week again and no email! I'm getting fed up and want to just return her to the store as I still have the receipt..  ...

I am really sad because I love her, but I am so frustrated with Mattel's lack of quality control!!

[spherogirl]

Wow. I'm surprised. I had an issue with my Rochelle and they sent me a brand new one in 2 days. I didn't have to pay shipping either. It was the most amazing customer service experience of my life.

I'm sorry you're having such trouble. 

[Aeryala]

Mattel seems to be all over the place with their customer service.  I've heard so many stories of people getting entire new dolls without having to return the broken ones or anything, but when I had a problem, Mattel wanted me to do the same thing that you're describing.  I had thought it was because I'm in Canada, but apparently not.

Out of curiosity, what method did you use to contact them?  I used the online chat thing.. maybe emailing or calling gets better results?

I think it's crappy when a company wants you to pay shipping like that; if they want you to send it back, they should pay for it.  Why should the customer spend another chunk of money when it's Mattel's fault the product isn't right? 

[Alicat]

Oh oh! I agree!! I used the online chat both times. However, I am probably going to call tomorrow to give them a piece of my mind!

[Diamond]

Sometimes calling works better, you can always ask for a supervisor.  Just go right up the ranks and let em know what the problem and how frustrated you feel. 

[Saiko]

Here in the UK when I snagged the last Cupid, I found that her wrist bent the wrong way so I contacted Mattel. They send me an envelope to return her in, in exchanged for a TRU giftcard.
I didn't send her back because 1) Cupid was crazy hard to find, and I didn't want to risk not getting her again, and 2) The giftcard was to TRU, when Cupid was exclusive to ASDA (British Walmart).
Customer service here is horrible.

[andibgoode]

When I first started buying I hadn't realised the stands were notoriously iffy quality so I emailed about how useless a few were and got a 'sorry about that - thanks for letting us know' back. Ha.

Sorry you're having a hard time. That's really frustrating

[Maniah]

That's frustrating. I got a replacement with no hassle and I also used the online live chat feature.

[Alicat]

ahah! I got the mystery solved in about 10 seconds!! Even though both times I was prompted for all my information, the silly rep could not get my email correct! She kept putting an I in there because my name contains one, not Alicat like I had typed in!! ( you would think my contacting them would have prompted an inquiry!)

BUT, this time, she changed it AND changed the label so I do not have to pay for the shipping, whoot!

Now, to see if the new gal looks good!