Order Cancellation Issues

[SWTPNAY]

My order (# 1412536586) was cancelled without being informed that it was cancelled.  It wasn't until I inquired about my order about a month later (since Hello Kitty was a preorder) that I was told that my order was canclelled due to some security issues.  I then replied to customer service that it was unacceptable that I was not informed of any issues.  I was then told that they apologize and to reorder.  How am I suppose to reorder a month later when the items are no longer available!  Was I told at the proper time that there was an issue with my order, then I would have been able to reorder.  

Now looking at this forum and seeing that there a couple of cancelled Hello Kitty Orders - it seems that Mattel is making an excuse for the order cancellation.  Also, in looking at ebay - why is Mattel selling the Hello Kitty Doll in ebay but not able to fulfill orders here?

This is not the Barbie Customer Service that I am used to.  I am worried about how my future order will be handled, especially Platinum orders.  I also should be able to still use the discount that I had used at that time.  I am not sure which discounts was used, but I know that it was $103 off a $315 order.  

I would really appreciate a proper response.  Thank you.

 

[Guest MattelConsumerServices]

We're truly sorry about this! For assistance, please reach out to our team. They are available at 800-747-8697, 7am - 10pm Central Time, 9am - 6pm Central Time on weekends.