Blonds Blond Gold Barbie Should Be Packaged in a Shipper Box

[Guest ZenBarbie]

Almost all of the Gold Label vinyl dolls are packed in sealed shipper boxes. I'd like to know why this isn't the case for the Blonds Blond Gold doll. One of the dolls I ordered arrived in a damaged outer box. The side of the box got ripped open while in transit, which enabled me to see the partially exposed contents inside. The tissue covering the doll box was scraped open. The doll box itself was crushed and dented. Granted, accidents do happen, but I wasn't happy about this. I suspect that the damage would have been minimized had the doll box been in a shipper. I refused to accept the delivery and asked the postal carrier to return it. 

The BC customer service representative I spoke to was very helpful. The postal carrier wasn't sure how long it would take for Mattel Direct to receive the returned shipment. I was concerned that the doll would sell out before I got the chance to receive a replacement. The service rep suggested that I order another one and allowed me to use the Buy More, Save More discount to the new order since I originally purchased the doll during the sale. She assured me that I would receive a refund for the defective shipment once Mattel Direct receives it. She resolved my problem in a courteous, professional and efficient manner. For that, I'm truly grateful.

If your customers are going to pay $150 for a doll, the least you can do is package it in a protective shipper, in addition to the usual outer shipping box. It prevents the corners of the doll box from getting dented and shields against creasing from rough handling. For the collector who likes to debox his/her dolls, it probably makes no difference if the doll box arrives in less than perfect condition. But for those of us who like to keep our dolls NRFB, this just isn't acceptable. Don't get me wrong -- I'm all for going green and being environmentally responsible by minimizing the amount of resources we use. Unfortunately, this cost cutting measure from a business standpoint is a mistake that's going to cost Mattel if more customers have to return more damaged shipments.

[Guest BCCS LesP]

Hello ZenBarbie,

I apologize for the problems with your order. I will be sure to pass your comments on to our Shipping Department and Marketing Team.