ORDER STILL NOT SHIPPED, SHIPPING SERVICE COMPLAINT!

[shellbell18]

Very frustrated customer. Place my order 10/25 on Barbie.com and paid for Next-Day shipping, which online they offer, still have not received my order and my order according to them is still in progress. Since I ordered on Wed. 10/25 and paid for Next-Day, I should have received my order by Fri. 10/27. I have called Mattel customer support 4 times to try and find out why my order has not been processed and shipped out, this is what I've found out so far:

- On Fri., Oct. 27, called Customer Support to find out what happened to my order. He said that they are not doing Next-day or Two-day shipping, that should not have been available on the Barbie.com website (I just checked 10/31, they have not updated their website, it's still availble and if you place an order and choose Next-day or 2-Day shipping you will be charged for it, even though they are not offering it), only standard shipping due to switching their warehouse and possible that some orders are being delayed. I asked if there was a problem with my payment or if any of the items were out of stock, he said it showed my payment process went thru OK and all the items I ordered are in stock, but for some reason they can't put my order together and ship it out, mmmm...weird, should not take more then a few days to process an order, even on standard shipping, it's going on 6 days now and they still can't process my order and ship it out! Customer support person said he would credit me for the cost of Next-day shipping and try and find out my order status. He said my order shows it's still in progress, if I don't receive an email or call by Sun., Oct 29 on the status of my order, to call them Mon., Oct. 30.

- I did not receive an email or call on Sun., Oct 29, so I called Mon., Oct. 30, talked with another customer support person and all she could do was tell me that same thing the first person told me. So I asked for a Supervisor, she said no Supervisor was available at that time and I would have to call the next day in the morning.

- I called again, Tues. morning, Oct. 31, talked with a very nice lady, she tried to be as helpful as she could, said they have been getting complaints about other customer orders. She said they have been moving to a new warehouse and seems that orders are being delayed and they are having process problems, so she said she passed my order onto a Supervisor to look into it and expedite my order. Still would not let me talk directly to a Supervisor. Said the Supervisor or a customer support person would call me back later today and that my order should be resolved and shipped out. I did not receive a call from anyone, so I called back around 6pm. I ended up talking with another customer support person, he looked into my order, still showing that it is in process at the warehouse, has not been shipped yet (going on six days now since I placed my order) and that it shows my order is being taken care by a Supervisor. Still would not let me talk with a Supervisor, said no Supervisor is available, which is bull! This customer support person now said they will credit the shipping cost and take off 20% of my total order. I'm starting to lose my patience and told the guy that I will give them one more day to process my order and ship it out. This is so frustrating, I would never recommend this company to anyone. Sad, I love to collect the Barbie dolls and have a few family members who collect as well. My order was not a cheap order, over $200 worth, and part of my order is a for a gift.

I want to end saying, Mattel better get their act together or they are going to lose lots of customers. Their customer service is poor and their website needs to be updated and apparently from other complaints on this forum, the website has lots of problems. Their website marketing department needs to update their shipping information ASAP. Also what I noticed is a good amount of their Barbie dolls and products they have posted on their website to sell are no longer available, out of stock or the "Shopping Cart" button is grayed out. If they continue to give me the run around, I will take this further to my attorney and I personally know people in the news media.

I would prefer to deal with this in a respectful way...ALL I WANT IS MY ORDER TO BE PROCESSED BY NOV. 1, 2017 AND SHIPPED OVER NIGHT AND IN MY HANDS NOV. 2, 2017...THAT SHOULD NOT BE TOUGH, IT'S NOT ROCKET SCIENCE...COME ON, GET IT TOGETHER MATTEL!!!