Hasbrotoyshop order problem

[Starly]

I received my package from Hasbrotoyshop today, I ordered Sunny Rays, Cherry Berry, Trixie Lulamoon, and Lyra Heartstrings on August first, and they shipped on Thursday, I got excited opening the box so I could see them all in there...but the experience was met instead with a gasp as while I had 4 ponies in the box, there was no Lyra! I had 2 Cherry Berries instead, 1 Trixie, and 1 Sunny Rays, not a single Lyra. I checed the packing slip inside, thinking maybe I made a mistake in ordering, but nope, the slip clearly mentioned 1 of each 4, but my box had no Lyra.
I'm a bit upset by this as she was my most anticipated of the 4, and I know I won;t find her in stores, that, and I never had problems with Hasbrotoyshop before. Thogh I won't hold this against them, I'll call it a fluke and give them the benefit of the doubt.
Also, Trixie's right eye has a couple scratches on the far side (missing paint) but that's just a minor bug compared to the missing Lyra.
On the bright side, I'll get an extra Cherry Berry to keep MiB or use for custom bait, and Trixie is beautiful in person.
But that Lyra, I need her.
Has anyone had trouble with HTS in the past? If so, what did you use to contact them? Email? Any experience?

I'm still happy, I love these 3! I just need my Lyra too!

[moving to Trader Support ~ many thanks ~ hathorcat]

[BlueChaos]

Contact them and tell them what happened. You will have to send back one of the Cherry Berry's, but at least you'll get a Lyra. Also tell them about the issues with Trixie, and maybe they'll send you a nicer one.

[Starly]

Well, even if I have to return Cherry Berry, I don't mind, I just want my Lyra.

[Rika_of_Thunder]

I think I heard that happen to one or two people here, luckily Hasbro is usually pretty quick to sort these things out if you contact them c:

[ladybrooklyn]

First... sorry HTS messed up your order... That's never fun!

Second... So jealous! I placed my order on the 1st too... and they only just shipped it on the 16th. The tracking shows that my box won't be here till the 23rd! I want my ponies!!!

Anywho... I hope they fix it for you!!! Lyra and Trixie are the two that I haven't seen in person yet... and I'm dying to have them in hand!

[Starly]

Well, they DID ship from my state, so it's not surprising it came in two days, still, that error!

I'll email them later about the missing Lyra, double Cherry, and scratched Trixie eye, hopefully I can at least get my Lyra, and I'll be happy!

[Moss]

I'm sure if you either emailed or called them they'd try to fix it. Like it was mentioned earlier, you'll probably have to send Cherry Berry back to Hasbro. When I got a flawed Feathermay a while back and contacted Hasbro, they sent me a shipping label to return her. I ended up gettin a voucher from them instead, because it wasn't guaranteed that I'd get the same pony in return, but I'd imagine yours would work the same way. Especially since you orders directly from them!

[Takoto]

That's a silly error for them to make, but I think it's pretty common.
Messaging them, they should say they'll send you a Lyra if you send back the extra Cherry Berry. x3

Congratulations on getting them (sort of xD) though. I quite want Trixie and Lyra but they've not been released in the U.K. yet.

[kittybethy]

I hope they can correct this mistake!

[dxgirly]

Eeek, I hope that doesn't happen with my order. I've never had an issue ordering with them, and I've placed quite a few. I'm sorry that happened to you, hun.

[Starly]

Eeek, I hope that doesn't happen with my order. I've never had an issue ordering with them, and I've placed quite a few. I'm sorry that happened to you, hun.

I haven't had a problem with them til now, like I said, I'm giving them benefit of the doubt, I'm not mad.

[ponylady]

Contact them and tell them what happened. You will have to send back one of the Cherry Berry's, but at least you'll get a Lyra. Also tell them about the issues with Trixie, and maybe they'll send you a nicer one.

bluechaos is right just contact them.  They will fix it for you.  But it still stinks they screwed up.

I am sure their contact info is on your invoice.  I personally would phone them though, as you will probably get faster results that way.

Good Luck and Congratulations on your new additions!

[Starly]

I dunno why this was moved, I wasn't even mad at Hasbro. :s

I emailed them, so I just await a response.

[ponylady]

It was moved because you were seeking help/advice about Hasbro and that is more Trader Support then Corral.   

Has anyone had trouble with HTS in the past? If so, what did you use to contact them? Email? Any experience?

[Starly]

Well, I sent them an email on Saturday, and I just got a response, they said they sent me a new Trixie (yay) and I don't even have to send my old one, or my extra Cherry Berry back, they said I could donate them to a charity (i likely won't, but it was a nice thought) and while they said Lyra is currently out of stick, they'll send me one as soon as they get more in.
So, yay, problem will be solved, and no anger is to be had~