Eternia shipping?

[Mikres]

The damage that I am hearing about in this thread is nothing new to me.  I have been dealing with damaged products from Mattel Creations for more than 4 years. This is not an exaggeration, more than 50% of the products I purchased arrived severely damaged. For high-end collectibles, this is just unacceptable but regardless of the repeated issues that I make Mattel aware of, they have done nothing to ensure our products are protected during transit.

The two SDCC Faker and Dupli-Cat items first I was able to snag arrived badly damaged. I called and they replaced them, but the 2nd shipment arrived even more damaged.  At that time, they had no more to exchange so I was stuck with flattened / crunched boxes.

Camo Khan arrived badly damaged. I called, and they told me they had a replacement. I returned the item but a replacement was never sent. I called ~ 3-4 weeks later and was told.. so sorry, they don't have any replacements but would be happy to refund me.  Huh?!?!  

So this is not just large boxes. It's everything they handle. I have > 4 years of stories like this.  Monster High, Hot Wheels, WWE, MOTU... doesn't matter. > 50% arrive damaged. 

The only way I have been able to get any attention at all is to open a formal complaint with THE BETTER BUSINESS BUREAU (bbb.org). This will get their attention and maybe if more people filed complaints with the BBB, Mattel would make some changes. I provided their rep with many ideas, from charging extra for collector quality shipping, to providing us with just replacement packaging if only the package is damaged. They said good ideas... yet nothing changes. 

I encourage ANYONE who receives damaged products to file a formal complaint with the BBB. Do not try to work with the Mattel customer service. It's a waste of time and you may end up with a product in worse condition than the one you have, or you may be told to return for a replacement and then end up with nothing.

I also purchase a lot from Hasbro, and have only had 1 bad experience with their items. I called, talked to a really cool guy from the US who was also a toy collector. He knew about the item I was calling about and it was nice to speak to someone in the US that understood the toys their company was selling.  He told me to keep it, and sent me a new one. I just had to send a picture of the damaged item, and didn't even have to return it.  Hasbo's crowdfunding items arrive, protected and double boxed in sturdy, solid packaging. It's a night and day difference between Hasbro and Mattel. 

We have to stand united and push back against Mattel until they start to care about the collector market that is keeping them in business. None of us want to stop buying Mattle products, so we need to use the BBB and let them know this is no longer acceptable and we will no longer tolerate their poor customer service nor damaged products. We need to make it painful for them otherwise they will never change. They have outsourced their support to resources in Manila, Philippines but BBB complaints are handled by US based resources that work for the Office of the President. They don't have many of those resources. Trust me, BBB complaints will get their attention, and we need to keep it up until they change. Open a new BBB complaint every single time your item does not arrive in collector quality condition. 

Unless we stand up united and make it painful for Mattel, their behavior will continue and we'll continue to pay top dollar for damaged merchandise. 

We Have The Power

[Clutters]

Has anyone in Australia received a shipping notice yet? (I haven't)

[Kobra75]

I too got a shipping notification on 2/12 and it still hasn't been picked up by FedEx, hung in Label Created status.

Is this due to their problems with International Shipping? 

Are they just holding all shipments until this issue is resolved?

This is really terrible to have a package in limbo, especially one as expensive and limited as the Eternia playset.  Also, it is very disconcerting showing the status of my order as 'Fullfilled' when the package has not even shipped yet.  Things need to be handled better.  They had two years for this crowdfund campaign to get it right.

And calling customer service was a waste of time.

[DEPP76]

5 hours ago, Kobra75 said:

I too got a shipping notification on 2/12 and it still hasn't been picked up by FedEx, hung in Label Created status.

Is this due to their problems with International Shipping? 

Are they just holding all shipments until this issue is resolved?

This is really terrible to have a package in limbo, especially one as expensive and limited as the Eternia playset.  Also, it is very disconcerting showing the status of my order as 'Fullfilled' when the package has not even shipped yet.  Things need to be handled better.  They had two years for this crowdfund campaign to get it right.

And calling customer service was a waste of time.

That's just normal with FedEx.  Mine sat in label created status for a week before it began to move.  

[ArmyofRon]

17 hours ago, DEPP76 said:

That's just normal with FedEx.  Mine sat in label created status for a week before it began to move.  

Same here. It arrived in decent shape though so no complaints here other than the week long label printed status. I will admit, it was quite heaver than I expected it to be. That helped it from being crushed I imagine.

[Alphatrion]

Would it be possible for a little more protection on the shipping boxes, if the overseas ones do arrive with any damage they’ll be no chance of a replacement. I think the US paid $600 but the UK paid £809 so the extra £200 should include insurance or an extra box

[Gizmo184]

No Shipping Information. Not for Eternia, Not for the King for me in Germany. Mattel Support Said Release is 29.03.2024.

Wait for that Date. It is not very friendly but i have to wait.

[MrJr]

The issue is 2-fold for me as a buyer and Mattel needs to pay attention:

1) It's a 47 lb box that Fedex will mistakenly think is sturdy enough to kick around or stack in transit. We paid ~$650 USD per playset, and it should be packed as such.

2) This is going to make MIB collectors hesitate to back the next crowd fund.

We need the Masters team to get in front of this matter...now.

 

[ArmyofRon]

On 2/21/2024 at 3:51 PM, MrJr said:

The issue is 2-fold for me as a buyer and Mattel needs to pay attention:

1) It's a 47 lb box that Fedex will mistakenly think is sturdy enough to kick around or stack in transit. We paid ~$650 USD per playset, and it should be packed as such.

2) This is going to make MIB collectors hesitate to back the next crowd fund.

We need the Masters team to get in front of this matter...now.

 

Historically, the only way this has ever been "handled" is to ship things of high value insured. If it arrives damaged, file a claim. Of course, I don't think that i seven an option. In Mattel's defense, it was shipped in a shipper box and packaged firmly.

[Gizmo184]

Still no shipping information. Neither for Eternia nor King Grayskull and neither for Rokkon. It seems like Mattel Creations isn't sending any shipments to Europe at the moment. It's starting to get annoying. The Eternia Playsets have been shipping for 4 weeks. But not a single one to Europe so far? No matter what shipping problems you have, 4 weeks aren't enough to finally solve the problems and finally ship the Eternia? awkward for a global corporation.