Matty Collector/Digital River

Initial Business Response / [redacted] (1000, 5, 2016/03/21) */ The consumer called and reported a two year old $gift certificate was not workingInitial investigation into the situation revealed the gift certificate coupon code had already been usedConsumer insisted he did not use it and a deeper investigation was initiatedDue to the technical nature of the investigation it required more time to concludeConsumer called back before the investigation was concluded and a decision was made to re-instate the gift certificate for use by the consumerThe customer service representative speaking with the consumer was able to relay the new coupon code over the phone

Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ The consumer was advised via email that while Matty Collector is making every effort to find a way to offer the King Hsss to all subscribers, no final decisions have been made to date as to how or when we will be able to offer this figureWe continue to pursue a resolution to the King Hsss product release and will update the community as we have news to share Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company's e-mail provides no resolution to the issueThe company has failed to honor its contract and is not providing all items that were promised in the subscriptionThe company's Revdex.com response does nothing to remedy this issue and does not confirm that they are honoring their advertised claims Final Business Response / [redacted] (4000, 9, 2015/09/24) */ We sincerely apologize for any confusion that was caused from the lack of clarity on our part When the King Hess Torso was originally offered it was offered as "part of your subscription"It was never intended, nor specifically announced, as a free figureThe ONLY figure that is ever included in a Matty Collector figure is the "sub only" figure described on the club product page here: http://www.clubs.mattycollector.com/store/mattycol/en_US/pd/ThemeID.XXXXXXXX/pro...⇄ Currently, the plan is for a Full Snake Form King Hssss figure which includes the new Bendy Snake Upper Torso with a repaint of the Snakemen lower body, and the King Hssss BriefsYou'll also get a Bonus Transforming King Hssss Head (Snakemen Repaint) that can work with either of your King Hssss figures and some new repaints of the Snake Men WeaponsOverall we feel this is a more complete offering than just a torso in a polybag, and allows for customizable options with the original figure The final deliverable, timing and price are still in the works, but we hope you understand that we are trying to offer you the best product possible Once the final execution has been determined, we'll post updates and email subscribers to inform them of the actual status of the King Hsss figure Final Consumer Response / [redacted] (4200, 11, 2015/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have already provided clear proof of where the merchant advertised this item as being included with the paid subscriptionNow they are stating this item is not included in the subscription and must be purchased separately at an additional costThis is a clear example of a bait-and-switch tacticsNone of the merchant's responses have proposed any kind of resolution or acknowledged that they lied about what items would be included in the subscription

We will contact Mr [redacted] directly to resolve this issue Thank you

This is a duplicate Complaint This is the same consumer as detailed in Complaint [redacted] We are currently investigating this matter and will respond shortly

Initial Business Response / [redacted] (1000, 5, 2015/09/25) */ Orders are shipped based on the priority of the shipping method selectedOrders with faster delivery time frames are shipped before the others Matty Collector contacted this customer on the 13th of September and processed a partial refund of the shipping charges because the customer did not receive the shipping notification right away Looking at the order history, the customer's orders ship within 1-business days from renewing and always before the regular sale datesHis items are then delivered second day, which is the method he selected Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I stated I know people getting shipping notices sooner than I do that are payments my less for shippingSo I don't buy the response

Initial Business Response / [redacted] (1000, 5, 2016/05/03) */ We processed the order for Trap Jaw on 5/2/and refunded the shipping costThe figure shipped on 5/3/and the consumer was contacted via email with shipping details

Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ Our consumer was advised via email that while Matty Collector is making every effort to find a way to offer the King Hsss to all subscribers, no final decisions have been made to date as to how or when we will be able to offer this figureWe continue to pursue a resolution to the King Hsss product release and will update the community as we have news to share Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company absolutely did NOT send me any email in regards to this issueThey did however issue a statement and pictures on their company website stating exactly what it said in my complaintThe statement can be seen here: http://forums.mattycollector.com/eve/forums/a/tpc/f/XXXXXXXXXX/m/XXXXXXXXXXIt clearly acknowledges that the promise was made but that they are not fulfilling it and charging consumers an additional $to recieve the torso which was advertised as being included in our subscriptionThis subscription by the way totals nearly $for the year after taxes and shippingSince this announcement, Mattel and Matty Collector have been silent on this issueThe information they provided to the Revdex.com was simply untrueThis is not an acceptable way to run a reputable businessThis is why I have filed this formal complaint and do not find this response acceptable Final Business Response / [redacted] (4000, 10, 2015/09/24) */ The consumer was emailed on 9/17/at 07:in response to his original Complaint As a further response, we sincerely apologize for any confusion that was caused from the lack of clarity on our part When the King Hess Torso was originally offered it was offered as "part of your subscription"It was never intended, nor specifically announced, as a free figureThe ONLY figure that is ever included in a Matty Collector figure is the "sub only" figure described on the club product page here: http://www.clubs.mattycollector.com/store/mattycol/en_US/pd/ThemeID.XXXXXXXX/pro...⇄ Currently, the plan is for a Full Snake Form King Hssss figure which includes the new Bendy Snake Upper Torso with a repaint of the Snakemen lower body, and the King Hssss BriefsYou'll also get a Bonus Transforming King Hssss Head (Snakemen Repaint) that can work with either of your King Hssss figures and some new repaints of the Snake Men WeaponsOverall we feel this is a more complete offering than just a torso in a polybag, and allows for customizable options with the original figure The final deliverable, timing and price are still in the works, but we hope you understand that we are trying to offer you the best product possible Once the final execution has been determined, we'll post updates and email subscribers to inform them of the actual status of the King Hsss figure Final Consumer Response / [redacted] (4200, 12, 2015/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) It was promised to come as an accessory with one of the figures as is evidenced by the quoted text from their website as well as the promotional material presented in the claimThey can choose to spin it however they want but the evidence doesn't get any clearerIt was promised to be included in the subscriptionI believe the exact words were "yea it will ship with an item included in the sub." This QandA can still be found on their siteI also made sure to do a screen capture of itThis was in response to being asked if it was "for sure included"It is unethical for them to promise this during the subscription drive then decide to charge us for it outside of our subscription after

Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ The consumer was advised via email that while Matty Collector is making every effort to find a way to offer the King Hsss to all subscribers, no final decisions have been made to date as to how or when we will be able to offer this figureWe continue to pursue a resolution to the King Hsss product release and will update the community as we have news to share Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response, because the company did nothingThey said they were looking into itLooking into is not a solutionThis is a stalling tactic Mattel has used in the pastThey will tell you they are looking into it until the actual day of sale is happening then you are pressured into purchasing what was not promised or faced with the risk of having your remaining subscription cancelledMattel "backloads" the subscription for this specific reason

Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ The consumer was advised via email that while Matty Collector is making every effort to find a way to offer the King Hsss to all subscribers, no final decisions have been made to date as to how or when we will be able to offer this figureWe continue to pursue a resolution to the King Hsss product release and will update the community as we have news to share Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately the response provided is not satisfactory nor a confirmed resolution to the issueI do not accept a wait and see response from Matty CollectorIt is on public file, http://www.Revdex.com.org/central-californi...279/complaints , that on 9/1/2015, another consumer with the same complaint was contacted by a Mattel representative and informed them that they "had contacted Mattycollector.com/Digital River in an attempt to ship the King Hsss snake torsoHowever, the Mattycollector.com design department told Mattel that the torso was not finished being manufacturedMattel offered a $voucher to be used on any Mattel product." The consumer accepted their offerSince Mattel has contacted and informed me "no final decisions have been made to date as to how or when we will be able to offer this figure" and since neither I, nor the fandom, are guaranteed to even to receive said figureThere for I want a $voucher like the other consumer as seen here: http://www.Revdex.com.org/central-californi...279/complaints Final Consumer Response / [redacted] (4200, 11, 2015/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) "We sincerely apologize for any confusion that was caused from the lack of clarity on our partWhen the King Hsss Torso was originally offered it was offered as "part of your subscription"So even they admit that it was part of the sub when we signed up for itThe current plan took effect after they took our money for the Exclusive and a commitment from us AND THEM This "resolution" is not only completely Unacceptableit is NOT a resolution at allIt is a poorly-developed dismissal of the true problem at hand, on their partIn this contradictory response, they state: When the King Hess Torso was originally offered it was offered as "part of your subscription"and THIS is the very essence of the complaintSince clearly establishing that the torso WAS/IS part of the subscription, at the time of sito take the monetary commitment of subscribing, and later reiterating this promise in multiple places, including the very clear indication found here: http://forums.mattycollector.com/eve...7/m/XXXXXXXXXX "it will ship with an item included in the sub"the company has, as advised in my original complaint submittal, retracted those original promises and instead indicated that customers will in fact NOT be receiving this item as "part of the subscription" nor "with an item included in the sub." HOW could this problem be any clearer? The change in plan on the company's part to instead create a full figure from the torso and sell it separately at an additional cost is NOT honoring the original purchase agreement between them and their customersRegardless of their now stated opinion that they "feel this is a more complete offering than just a torso in a polybag", this is NOT what was "sold" to their customers in the original sub purchase agreementrather, a "torso in a polybag" (or some other means of shipping it to all subscribers "with an item included in the sub") IS PRECISELY what they must be held accountable to produce/offer! I'm not concerned with what their opinion of what is "better" isI want myself and all subscribers to receive what the company told us we would receive with our already-paid-for subscriptionsThis has nothing to do with receiving a "free" figureit has everything to do with the company honoring their commitment to provide the torso as promised to all subscribers as part of their paid subscriptionsIF Mattycollector wishes to produce the proposed full Hsss figure and sell it independently on their website for any and all customers who wish to purchase one, that's fineBUT, they still OWE all customers who have already purchased the subscription the torso itself I want was promised publicly and repeatedly by representatives of Mattycollector both in video advertisement and in writingWhen you were selling the sub to us, you told us that part of what we were paying for was a King Hsss TORSO, which would be included at no additional cost with one of the subscription figuresIt's a year later now, long after the subscriptions have been sold and it is flatly unethical to go back on your word, your promise, and your advertisement nowThat is advertising It was/is posted by Mattycollector on your own site, using the promise of the King Hsss torso being included with one of our subscription figures as one of the items we were buying with our subscription This is just one more issue I have to add to the multiple problems over the years I have experienced as a subscriber; receiving smashed figures, not receiving the poster/maps and sticker sheets, and even having them cancel my subscriptions after updating my information, and now NO King Hsss torso we were promised and paid forSince they aren't able to follow through I want the $voucher to refund the money we spent when we purchased the subscription Final Business Response / [redacted] (4000, 13, 2015/09/28) */ A one-time voucher offer was made in error to one consumer in regards the King Hsss figureFor the reasons previously stated, we're unable to comply with similar requests for a Matty Collector voucherIf the consumer is unwilling to wait for final determination on the future of the King Hsss figure, then Matty Collector will authorize cancellation of the remainder of their subscription through Digital River

Initial Business Response / [redacted] (1000, 5, 2016/04/22) */ Though it's clearly stated on our website that Matty Collector subscriptions are, in fact, sold as is and without the option to be cancelled, we're not without sympathy for Mr [redacted] 's plightWe've elected to make a one-time exception to our policy, and grant Mr [redacted] a cancellation for the remainder of his current subscription servicesWe're sorry to see him go, but we understand his situationWe hope he'll find new employment quickly, and we look forward to having him as a subscriber again someday soon! Sincerely, Matty Collector Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/04/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I thank Mattycollector for being understanding in this mannerI am happy with this solution, as long as it actually happens Final Consumer Response / [redacted] (3000, 13, 2016/04/29) */ Mattycollector/Digital River has not done what they saidMy subscription is still active iand on 4/29, my credit card was charged $and another figure was shipped Final Business Response / [redacted] (4000, 15, 2016/05/02) */ Mr [redacted] 's subscription has been cancelled and we have refunded the April shipment that went out on 4/12/and billed his credit card on 4/13/

Initial Business Response / [redacted] (1000, 5, 2016/08/03) */ We apologize for the mix up and have refunded the shipping fee. Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/08/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) After an escalated call and 2 "VIP" emails... stating they "couldn't" refund the shipping, and after the BBB complaint, they refunded the shipping.

Subscription orders preauthorize customer’s credit cards on or around the 10th of each month The cards are not charged until the product ships Unfortunately, there have been several months this year that have had shipping delays and we apologize for this inconvenience.The terms and conditions of the Matty Collector Subscription clearly outline the no cancellation policy The subscriber must read and acknowledge this policy before completing their subscription membership

Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ The consumer was advised via email that while Matty Collector is making every effort to find a way to offer the King Hsss to all subscribers, no final decisions have been made to date as to how or when we will be able to offer this figureWe continue to pursue a resolution to the King Hsss product release and will update the community as we have news to share He was further advised that a one-time voucher offer was made in error to one consumer in regards the King Hsss figureFor the reasons noted above, we're unable to comply with similar requests for a Matty Collector voucher If the consumer is unwilling to wait for final determination on the future of the King Hsss figure, we advised that Matty Collector will authorize cancellation of the remainder of their subscription through Digital River Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business has never responded to me via e-mail about this complaint, contrary to what their response statesBesides, they hold all consumers/customers to the subscription and its rules of fulfilmentThey should be held to the same rules Unfortunately the response provided is not satisfactory nor a confirmed resolution to the issueI do not accept "a wait and see" response from Matty CollectorIt is on public file, http://www.Revdex.com.org/central-californi...279/complaint, that on 9/1/2015, another consumer with the same complaint was contacted by a [redacted] representative and informed them that they "had contacted Mattycollector.com/Digital River in an attempt to ship the King Hsss snake torsoHowever, the Mattycollector.com design department told [redacted] that the torso was not finished being manufactured [redacted] offered a $voucher to be used on any [redacted] product." The consumer accepted their offerSince [redacted] says in their response you sent to me that "no final decisions have been made to date as to how or when we will be able to offer this figure" and because neither I, nor the fandom, are guaranteed to even to receive said figure I want a $voucher for each of my subscriptions (I have a total of 3) like the other consumer as seen here: http://www.Revdex.com.org/central-cal iforni...279/complaints" Final Business Response / [redacted] (4000, 9, 2015/09/28) */ We emailed the consumer directly on September 17th at 13: A one-time voucher offer was made in error to one consumer in regards the King Hsss figureFor the reasons previously explained, we are unable to comply with similar requests for a Matty Collector voucherIf the consumer is unwilling to wait for final determination on the future of the King Hsss figure, then Matty Collector will authorize cancellation of the remainder of their subscription through Digital RiverAgain, we sincerely apologize for any confusion

Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ The consumer was advised via email that while Matty Collector is making every effort to find a way to offer the King Hsss to all subscribers, no final decisions have been made to date as to how or when we will be able to offer this figureWe continue to pursue a resolution to the King Hsss product release and will update the community as we have news to share Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not been advised by email of any such thingPerhaps they are confusing me with a different customer? In any case, this statement is at odds with the most recent public statement which the company has made regarding this issue: http://forums.mattycollector.com/eve/forums/a/tpc/f/XXXXXXXXXX/m/XXXXXXXXXX "Hey guys, We've been reading the boards and we understand there is a lot of frustration with our favorite slithery foe, King HssssWe get it - certain things were expected and then those things changed, which is frustratingIt is also frustrating when statements like the ones that were made regarding the Snake Hssss Torso, are put out to you, the fans, before their feasibility has been confirmedThat's what unfortunately happened here As we tried to rise to the challenge of somehow offering the King Hssss Bendy Snake Torso as an added bonus to an upcoming figure, we came to the conclusion that it was just impossible to make it work financially and still offer a product at the $price point for the subThe Snake Torso itself is the cost of a regular MOTUC figure, so trying to just "throw it in" with Buzz Saw Hordak would have made the retail jump to the price of a two pack, which we didn't want to doAnd let's be honest, that's exactly why it wasn't included with the original King Hsss in the first place (where it would have made a lot more sense) We still really wanted to offer the Torso, because it turned out absolutely fantasticSo we decided to offer it as its own item - a complete figure - instead of not doing it at allSoooo we worked closely with the Four Horseman and eventually came up with this offering What you'll get is a Full Snake Form King Hssss figure which includes the new Bendy Snake Upper Torso with a repaint of the Snakemen lower body, and the King Hssss BriefsYou'll also get a Bonus Transforming King Hssss Head (Snakemen Repaint) that can work with either of your King Hssss figures and some new repaints of the Snake Men WeaponsOverall we feel this is a more complete offering than just a torso in a polybag, and allows for customizable options with the original figure We understand it's not exactly what you were expecting, and that some of you aren't happy about thatBut we hope you see that we are trying to offer you the best product possible, and in order to do that sometimes things have to change." Final Business Response / [redacted] (4000, 9, 2015/09/24) */ The consumer was emailed on 9/15/at 17:in response to his original Complaint In further response, we sincerely apologize for any confusion that was caused from the lack of clarity on our part When the King Hess Torso was originally offered it was offered as "part of your subscription"It was never intended, nor specifically announced, as a free figureThe ONLY figure that is ever included in a Matty Collector figure is the "sub only" figure described on the club product page here: http://www.clubs.mattycollector.com/store/mattycol/en_US/pd/ThemeID.XXXXXXXX/pro...⇄ Currently, the plan is for a Full Snake Form King Hssss figure which includes the new Bendy Snake Upper Torso with a repaint of the Snakemen lower body, and the King Hssss BriefsYou'll also get a Bonus Transforming King Hssss Head (Snakemen Repaint) that can work with either of your King Hssss figures and some new repaints of the Snake Men WeaponsOverall we feel this is a more complete offering than just a torso in a polybag, and allows for customizable options with the original figure The final deliverable, timing and price are still in the works, but we hope you understand that we are trying to offer you the best product possible Once the final execution has been determined, we'll post updates and email subscribers to inform them of the actual status of the King Hsss figure Final Consumer Response / [redacted] (4200, 11, 2015/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not asked for a free figure(And the sub exclusive figure isn't free either, we pay for that.) I simply want was was promised publicly and repeatedly by representatives of Mattycollector both in video advertisement and in writing When you were selling the sub to us, you told us that part of what we were paying for was a King Hiss TORSO, which would be included at no additional cost with one of the subscription figuresIt's a year later now, long after the subscriptions have been sold and it is flatly unethical to go back on your word, your promise, and your advertisement nowThat is advertising If you take the time to read my previous posts on this complaint you will see links, posted by Mattycollector on your own site, using the promise of the King Hiss torso being included with one of our subscription figures as one of the items we were buying with our subscription Do the right thingSend the torso to all subscribers as you promisedThe good will it will bring you will do a lot more good for you than the bad will which will come from breaking faith with your customers In my case, I have paid for subscriptions and paid for the monthly figures every month, even the ones which I didn't find appealingI now expect King Hiss Torsos from you, as promised Let's not drag this out any furtherI understand that you have a new subscription going on sale in October.I am sharing all details of our exchange publicly online and many customers considering whether to subscribe to the new subscription are watching If you won't send all subscribers their torsos, I at least ask you honor your word to me and send me the three I was sold

Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ The consumer was advised via email that while Matty Collector is making every effort to find a way to offer the King Hsss to all subscribers, no final decisions have been made to date as to how or when we will be able to offer this figureWe continue to pursue a resolution to the King Hsss product release and will update the community as we have news to share Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) They offered no personal resolution and only made a generic statement that is unrelated to the solution they offered originally which was to pay extra for the figure: "We'd like you to know that while Matty Collector is making every effort to find a way to offer the King Hsss to all subscribers, no final decisions have been made to date as to how or when we will be able to offer this figureWe continue to pursue a resolution to the King Hsss product release and will update the community as we have news to share." Final Business Response / [redacted] (4000, 9, 2015/09/24) */ We sincerely apologize for any confusion that was caused from the lack of clarity on our part When the King Hess Torso was originally offered it was offered as "part of your subscription"It was never intended, nor specifically announced, as a free figureThe ONLY figure that is ever included in a Matty Collector figure is the "sub only" figure described on the club product page here: http://www.clubs.mattycollector.com/store/mattycol/en_US/pd/ThemeID.XXXXXXXX/pro...⇄ Currently, the plan is for a Full Snake Form King Hssss figure which includes the new Bendy Snake Upper Torso with a repaint of the Snakemen lower body, and the King Hssss BriefsYou'll also get a Bonus Transforming King Hssss Head (Snakemen Repaint) that can work with either of your King Hssss figures and some new repaints of the Snake Men WeaponsOverall we feel this is a more complete offering than just a torso in a polybag, and allows for customizable options with the original figure The final deliverable, timing and price are still in the works, but we hope you understand that we are trying to offer you the best product possible Once the final execution has been determined, we'll post updates and email subscribers to inform them of the actual status of the King Hsss figure

Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ The consumer was advised via email that while Matty Collector is making every effort to find a way to offer the King Hsss to all subscribers, no final decisions have been made to date as to how or when we will be able to offer this figure. We... continue to pursue a resolution to the King Hsss product release and will update the community as we have news to share. Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response states that they do not have final decisions on how they are going to give subscribers the torso. By accepting the response, it says that I'd be ok with whatever their decision is. Again, this link from Mattycollector, which was the last news subscribers have heard from this situation, seems like this is a final decision. Here is the link again:http://forums.mattycollector.com/eve/forums/a/tpc/f/XXXXXXXXXX/m/XXXXXXXXX...⇄ Subscribers won't be satisfied until subscribers get the item that was promised without being charged extra money, in order to get it. Only when I hear Mattel's final decision on what is happening, will I be able to accept the response given from them. Final Business Response / [redacted] (4000, 9, 2015/09/24) */ We sincerely apologize for any confusion that was caused from the lack of clarity on our part. When the King Hess Torso was originally offered it was offered as "part of your subscription". It was never intended, nor specifically announced, as a free figure. The ONLY figure that is ever included in a Matty Collector figure is the "sub only" figure described on the club product page here: http://www.clubs.mattycollector.com/store/mattycol/en_US/pd/ThemeID.XXXXXXXX/pro...⇄ Currently, the plan is for a Full Snake Form King Hssss figure which includes the new Bendy Snake Upper Torso with a repaint of the Snakemen lower body, and the King Hssss Briefs. You'll also get a Bonus Transforming King Hssss Head (Snakemen Repaint) that can work with either of your King Hssss figures and some new repaints of the Snake Men Weapons. Overall we feel this is a more complete offering than just a torso in a polybag, and allows for customizable options with the original figure. The final deliverable, timing and price are still in the works, but we hope you understand that we are trying to offer you the best product possible. Once the final execution has been determined, we'll post updates and email subscribers to inform them of the actual status of the King Hsss figure. Final Consumer Response / [redacted] (4200, 11, 2015/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) No. No. No. The proof is in all the links provided. The brand manager stated that the torso was to come in the 2015 subscription, packed in with a figure THAT IS IN THE SUBSCRIPTION. It doesn't get any clearer than that. I never stated that the figure was free. In fact, it was never a figure. It only became a figure after Mattel decided to sell it separately from the 2015 subscription. Again, subscribers want what was promised to them....the torso. Forget the legs, the extra head, the repainted weapons. Subscribers do not want "a more complete offering" when it will cost subscribers extra money for something that was supposed to be included in their subscription. The best resolution is for Mattel to send subscribers the polybag of the torso that was to be included in the subscription, and still sell the figure with the legs, torso, head, and weapons to those who would like it on a sale date. But there is no reason for any subscriber to have to pay extra money for the torso that the brand manager stated WOULD BE INCLUDED IN THE 2015 SUBSCRIPTION!

Initial Business Response / [redacted] (1000, 5, 2016/07/26) */ We apologize for the frustrationMatty Collector makes it a priority to get the shipments out the door as fast as possible and provide great service to all customersTypically, all orders are processed immediately and often ship the same dayThe website clearly states that orders cannot be cancelledHowever, there is a day refund policy Ms [redacted] can refuse the shipment and it will come back to usMatty Collector will then process the refundHowever, if she wants to keep some of the order and only return part of it, it will be her responsibility to follow the day refund policy Regarding her second order - since the item is currently on back order, an exception has been made to cancel itThis is outside the process and only possible because of the back order status Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/07/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the cancellation of the second orderI am disappointed, however, that I am going to be charged for something that I did not order in the first place, and charged to ship the items back out of my own pocketSomehow the order triplicated itself; my order was only supposed to be one figure, not threeI still feel that Matty Collector needs to re-evaluate their policy as they are the only online store I've dealt with that gives grief to customers with trying to cancel an order or modify an order that has not shipped out

Initial Business Response /* (1000, 5, 2015/09/16) */
The consumer was advised via email that while Matty Collector is making every effort to find a way to offer the King Hsss to all subscribers, no final decisions have been made to date as to how or when we will be able to offer this figureWe
continue to pursue a resolution to the King Hsss product release and will update the community as we have news to share
Initial Consumer Rebuttal /* (3000, 7, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As a customer that receives billing, shipping and sale notices via e-mail, I have not received such an e-mail stating what the company is doing in regards to the King Hsss torsoThere was one statement made by a Mattycollector representative, in their website forum, stating their solution was to offer this item as an out of subscription sale with added parts to create a fully packaged itemThis statement was made on July 28, XXXX XX:XX PM by *** ***, Mattel Assistant Marketing Manager (aka Skeletor's Love Child in the forum): "Hey guys, We've been reading the boards and we understand there is a lot of frustration with our favorite slithery foe, King HssssWe get it - certain things were expected and then those things changed, which is frustratingIt is also frustrating when statements like the ones that were made regarding the Snake Hssss Torso, are put out to you, the fans, before their feasibility has been confirmedThat's what unfortunately happened here
As we tried to rise to the challenge of somehow offering the King Hssss Bendy Snake Torso as an added bonus to an upcoming figure, we came to the conclusion that it was just impossible to make it work financially and still offer a product at the $price point for the subThe Snake Torso itself is the cost of a regular MOTUC figure, so trying to just "throw it in" with Buzz Saw Hordak would have made the retail jump to the price of a two pack, which we didn't want to doAnd let's be honest, that's exactly why it wasn't included with the original King Hsss in the first place (where it would have made a lot more sense)
We still really wanted to offer the Torso, because it turned out absolutely fantasticSo we decided to offer it as its own item - a complete figure - instead of not doing it at allSoooo we worked closely with the Four Horseman and eventually came up with this offering...We still really wanted to offer the Torso, because it turned out absolutely fantasticSo we decided to offer it as its own item - a complete figure - instead of not doing it at allSoooo we worked closely with the Four Horseman and eventually came up with this offering.We still really wanted to offer the Torso, because it turned out absolutely fantasticSo we decided to offer it as its own item - a complete figure - instead of not doing it at allSoooo we worked closely with the Four Horseman and eventually came up with this offering
What you'll get is a Full Snake Form King Hssss figure which includes the new Bendy Snake Upper Torso with a repaint of the Snakemen lower body, and the King Hssss BriefsYou'll also get a Bonus Transforming King Hssss Head (Snakemen Repaint) that can work with either of your King Hssss figures and some new repaints of the Snake Men WeaponsOverall we feel this is a more complete offering than just a torso in a polybag, and allows for customizable options with the original figure
We understand it's not exactly what you were expecting, and that some of you aren't happy about thatBut we hope you see that we are trying to offer you the best product possible, and in order to do that sometimes things have to change."
http://forums.mattycollector.com/eve/forums/a/tpc/f/XXXXXXXXXX/m/XXXXXXXXXX
This is the only statement as of late regarding this itemThey sell and promote the subscription in July 2014, revealing that the King Hssss torso would be included in in videos and photos, only to now state that they would be selling it separately or not even making this item as advertised at all
The commitment cost of the subscription was $(plus tax and shipping)This is based on their subscription sale page, and the King Hsss torso was advertised to be included with that commitmentThey are now wanting to charge subscribers an additional cost (price to be determined) for this item, to which I have subscriptions, nearly a year after the subscription period ended***
I await an actual e-mail or forum statement stating a final resolution which I would expect Mattel/Mattycollector to make and fulfill their promise of what was advertised to include the King Hsss torso in the subscription for all subscribersThat is good business ethics and they can offer the new item for all customers and non subscribers in their website as they intend to do in their November saleI await a more suitable and informative response from the company regarding my complaintThank you
Final Business Response /* (4000, 10, 2015/09/24) */
We sincerely apologize for any confusion that was caused from the lack of clarity on our part
When the King Hess Torso was originally offered it was offered as "part of your subscription"It was never intended, nor specifically announced, as a free figureThe ONLY figure that is ever included in a Matty Collector figure is the "sub only" figure described on the club product page here:
http://www.clubs.mattycollector.com/store/mattycol/en_US/pd/ThemeID.XXXXXXXX/pro...⇄ /> Currently, the plan is for a Full Snake Form King Hssss figure which includes the new Bendy Snake Upper Torso with a repaint of the Snakemen lower body, and the King Hssss BriefsYou'll also get a Bonus Transforming King Hssss Head (Snakemen Repaint) that can work with either of your King Hssss figures and some new repaints of the Snake Men WeaponsOverall we feel this is a more complete offering than just a torso in a polybag, and allows for customizable options with the original figure
The final deliverable, timing and price are still in the works, but we hope you understand that we are trying to offer you the best product possible
Once the final execution has been determined, we'll post updates and email subscribers to inform them of the actual status of the King Hsss figure
Final Consumer Response /* (4200, 12, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, the item was offered, advertised and stated in various ways, to be included in the subscription, to which I have allowed my credit card to be charged monthly for each monthly subscription offeringThat was my acceptance of the subscription, to which a total value of of commitment is $Yes, the item was offered, advertised and stated in various ways, to be included in the subscription, to which I have allowed my credit card to be charged monthly for each monthly subscription offeringThat was my acceptance of the subscription, to which a total value of of commitment is $http://www.clubs.mattycollector.com/store/mattycol/en_US/pd/ThemeID.XXXXXXXX/pr...⇄ The Hsss torso was advertised to be included within that total commitment, I never claimed not stated it should be freeThis item was supposed to have been included with the August subscription but the company failed or mismanaged the cost of the torso and have just made that claim in July instead of early this yearNow having Mattycollector/Mattel offer this outside of the subscription is a breach of what was advertised and promised to subscribers since the subscription sale period was held last yearKnowing their cost and what they offer for a year's worth of product is their responsibilty and the consumers should not have to pay extra for product we were told would be included when we subscribedWhat they feel is a more complete offering does not honor their statements and only has consumers having to pay more than what was agreed uponMailing the torso in a poly bag, as they call it, is the ideal solution to subscribers as it was to be included in our initial commitment when consumers agreed to purchase the Club Eternia and the initial charge took place for itThe former brand manager of Masters of the Universe Classics, who was the Marketing Manager for this subscription line for nearly years even stated in a forum: "I absolutely had the snake torso costed inOr if costs changed over the ten months I left the team could have broken the torso into parts and released it as a collect and connect over the last five monthly figs
The bottom line is the new team forgot about the torsoThe fact that it was not shown at Sdcc is proof (especially when they showed product through 2016)This kitbash offering is a last min quick fix idea that fails to fulfill the subscription promise." http://www.he-man.org/forums/boards/showthread.php?XXXXXX-Where-is-200X-King-Hss...⇄ /> Post #and also here, when he was brand manager of marketing and selling the subscription: http://i1253.photobucket.com/albums/hh581/CountJudas/EB55B0A7-5CE5-46EF-AF6A-84E...⇄ photo was taken as this I believe has been deleted from the company's "Ask Matty" forumBottom line is that I don't find the current solution acceptable and I too can feel, that having the company honor what was originally stated since last year and include the torso in the subscription, is the more complete offering as it completes the agreement of the subscription

Initial Business Response /* (1000, 9, 2015/09/01) */
The consumer was contacted to discuss the ComplaintWe apologized for the unavailability of the originally advertised figure and offered the consumer a voucher to be used towards the purchase of any Mattel itemHe accepted the voucher and
expressed his appreciation for the follow-up
Initial Consumer Rebuttal /* (2000, 10, 2015/09/01) */
On 9/1/2015, Mattel representative *** called me and informed me that she had contacted Mattycollector.com/Digital River in an attempt to ship the King Hsss snake torso to meHowever, the Mattycollector.com design department told Mattel that the torso was not finished being manufacturedMattel offered me a $voucher to be used on any Mattel productI accepted their offer

Initial Business Response /* (1000, 5, 2015/09/17) */
The consumer was advised via email that while Matty Collector is making every effort to find a way to offer the King Hsss to all subscribers, no final decisions have been made to date as to how or when we will be able to offer this figureWe
continue to pursue a resolution to the King Hsss product release and will update the community as we have news to share
Initial Consumer Rebuttal /* (3000, 7, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is on public file, http://www.Revdex.com.org/central-californi...279/complaints , that on 9/1/2015, another consumer with the same complaint was contacted by a Mattel representative and informed them that they "had contacted Mattycollector.com/Digital River in an attempt to ship the King Hsss snake torsoHowever, the Mattycollector.com design department told Mattel that the torso was not finished being manufacturedMattel offered a $voucher to be used on any Mattel product." The consumer accepted their offerSince Mattel has contacted and informed me "no final decisions have been made to date as to how or when we will be able to offer this figure" and since neither I, nor the fandom, are guaranteed to even to receive said figure then I want a $voucher as well for each Sub I ordered, which was
Final Business Response /* (4000, 9, 2015/09/24) */
We sincerely apologize for any confusion that was caused from the lack of clarity on our part
When the King Hess Torso was originally offered it was offered as "part of your subscription"It was never intended, nor specifically announced, as a free figureThe ONLY figure that is ever included in a Matty Collector figure is the "sub only" figure described on the club product page here:
http://www.clubs.mattycollector.com/store/mattycol/en_US/pd/ThemeID.XXXXXXXX/pro...⇄ /> Currently, the plan is for a Full Snake Form King Hssss figure which includes the new Bendy Snake Upper Torso with a repaint of the Snakemen lower body, and the King Hssss BriefsYou'll also get a Bonus Transforming King Hssss Head (Snakemen Repaint) that can work with either of your King Hssss figures and some new repaints of the Snake Men WeaponsOverall we feel this is a more complete offering than just a torso in a polybag, and allows for customizable options with the original figure
The final deliverable, timing and price are still in the works, but we hope you understand that we are trying to offer you the best product possible
Once the final execution has been determined, we'll post updates and email subscribers to inform them of the actual status of the King Hsss figure
Final Consumer Response /* (4200, 11, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not asked for a free figure(And the sub exclusive figure isn't free either, we pay for that.) I simply want was was promised publicly and repeatedly by representatives of Mattycollector both in video advertisement and in writing
When you were selling the sub to us, you told us that part of what we were paying for was a King Hiss TORSO, which would be included at no additional cost with one of the subscription figuresIt's a year later now, long after the subscriptions have been sold and it is flatly unethical to go back on your word, your promise, and your advertisement nowThat is advertising
If you take the time to read my previous posts on this complaint you will see links, posted by Mattycollector on your own site, using the promise of the King Hiss torso being included with one of our subscription figures as one of the items we were buying with our subscription
Do the right thingSend the torso to all subscribers as you promisedThe good will it will bring you will do a lot more good for you than the bad will which will come from breaking faith with your customers
In my case, I have paid for subscriptions and paid for the monthly figures every month, even the ones which I didn't find appealingI now expect King Hiss Torsos from you, as promised
Let's not drag this out any furtherI understand that you have a new subscription going on sale in October.I am sharing all details of our exchange publicly online and many customers considering whether to subscribe to the new subscription are watching
If you won't send all subscribers their torsos, I at least ask you honor your word to me and send me the I was sold