Creeproduction Frankie arrived with a damaged box, do I contact Mattel directly or Amazon?

[Witchydrac]

My Creeproduction Frankie Stein doll arrived today from Amazon with a damaged box. I was planning to keep the doll in box so I'm a bit miffed. The doll itself is gorgeous without any flaws and the screening is perfect, so I don't really want to make a return and risk getting a worse screening/wonky face. What do you all think I should do? I'm new to making customer service claims. It's probably Amazon's fault but I don't really want to make an exchange... Should I just live with it, should I contact Amazon or Mattel? I haven't really had luck with Amazon claims in the past. Ideas and suggestions welcome! 

[ShanaRose]

2 hours ago, Witchydrac said:

My Creeproduction Frankie Stein doll arrived today from Amazon with a damaged box. I was planning to keep the doll in box so I'm a bit miffed. The doll itself is gorgeous without any flaws and the screening is perfect, so I don't really want to make a return and risk getting a worse screening/wonky face. What do you all think I should do? I'm new to making customer service claims. It's probably Amazon's fault but I don't really want to make an exchange... Should I just live with it, should I contact Amazon or Mattel? I haven't really had luck with Amazon claims in the past. Ideas and suggestions welcome! 

Amazon. You always contact the seller.

[miss_understood]

Had the same issue with the Cleo&Nefera Set... But Amazon only gave me the option to return and get a replacement. The dolls were perfect, so I was also afraid to replace them with a maybe not that flawless set 😬 So finally I decided to keep them and fix the box as good as I could... I'd wish Amazon would offer partly refunds like MC! But they only refund completely or replace after you send the dolls back 😕

[Witchydrac]

3 hours ago, miss_understood said:

Had the same issue with the Cleo&Nefera Set... But Amazon only gave me the option to return and get a replacement. The dolls were perfect, so I was also afraid to replace them with a maybe not that flawless set 😬 So finally I decided to keep them and fix the box as good as I could... I'd wish Amazon would offer partly refunds like MC! But they only refund completely or replace after you send the dolls back 😕

Thank you so much for sharing, I think I'm in the same boat. I'd rather hold into this one than risk getting a worse screening. 

[JB-NM]

17 hours ago, Witchydrac said:

Thank you so much for sharing, I think I'm in the same boat. I'd rather hold into this one than risk getting a worse screening. 

If you push Amazon hard enough, they will refund your money and won't make you return it; had to provide pictures. Kinda hard on my morals but man when the factory puts a destroyed item (granted mostly the display box) into a nice shipping box knowing that the item is garbage, makes me mad. Mine looked like it had been kicked around the warehouse floor and driven over then put into a pristine shipping box and called that good. They said they'd return it sure and give me my money back since there were no replacements. I said that was unacceptable and they finally said the best they could do is give me my money back and I didn't need to return it. Still makes me mad that is not what I wanted, I'm not an OOB collector and can't give it as a xmas gift, looks like it came from goodwill.

[Belek666]

I have a similar situation in Poland. My two of three dolls ordered from Amazon PL recently came in very damaged boxes. Fortunately, the dolls themselves are in great condition.
Anyway, this is probably some new plague, worse than covid.

[ShanaRose]

9 hours ago, JB-NM said:

If you push Amazon hard enough, they will refund your money and won't make you return it; had to provide pictures. Kinda hard on my morals but man when the factory puts a destroyed item (granted mostly the display box) into a nice shipping box knowing that the item is garbage, makes me mad. Mine looked like it had been kicked around the warehouse floor and driven over then put into a pristine shipping box and called that good. They said they'd return it sure and give me my money back since there were no replacements. I said that was unacceptable and they finally said the best they could do is give me my money back and I didn't need to return it. Still makes me mad that is not what I wanted, I'm not an OOB collector and can't give it as a xmas gift, looks like it came from goodwill.

Good for you, I would have probably caved with just a return/refund.

[Blackmoth35]

All 4 of mine from Amazon look like crud , the boxes I mean . Tons scratches to front viewing plastic , dents and crushing . They just tossed all 4 in an oversized box . No bubble wrap , no nothing . So I’m annoyed but they are sold out so not much I can do . Won’t buy from them again unless it’s a last resort like this was due to Mattel’s check out issues . How annoying all around 

[rcuevas]

5 hours ago, Blackmoth35 said:

All 4 of mine from Amazon look like crud , the boxes I mean . Tons scratches to front viewing plastic , dents and crushing . They just tossed all 4 in an oversized box . No bubble wrap , no nothing . So I’m annoyed but they are sold out so not much I can do . Won’t buy from them again unless it’s a last resort like this was due to Mattel’s check out issues . How annoying all around 

Contact Amazon and tell them about the damaged items. Take some photos. Perhaps you can get some of your money back.