Matty Collector/Digital River

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.)
I am concerned about this response because representatives from Matty Collector and Mattel have already stated that the final decision is that the product will not be free as part of the subscription and offered for a cost outside of the subscriptionIt is either free (as promised)or not and the brand manager has stated that there is no way that it will be freeSo I am worried that this new contradicatory information that I received today via email stating a final decision has not been made is just a way close this case out
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

This matter was thoroughly researched prior to answering the Complaint If Mr*** would please submit his billing information as requested, we would be happy to reinstat his subscription To ensure a fair business practice to all our customers, we will not make any exceptions to our cancellation policy

The consumer had subscriptions MattyCollector received bank dec***s which caused his subscription to not renew on
schedule One reinstatement was conducted giving him a good, active subscription The other one which he did not want to reinstate ultimately
was
cancelled automatically by our system due to bank dec***s The customer claims he had money
in his account but according to his bank, the charge attempts were
dec***d MattyCollector would be happy to reinstate
his second, currently canceled subscription and that is why billing information
was requested from him. MattyCollector’s policy on subscriptions is
the customer may not cancel a subscription. If it is canceled
because of payment failure and the customer elects not to reinstate, we will
not refund their subscription fee and we are not sending any figures if the
subscription isn’t active.The no cancellation policy is
clearly displayed in the description of the subscription when customers make
their purchase, still viewable here:
http://www.clubs.mattycollector.com/store/mattycol/en_US/pd/ThemeID.29372800/pro...⇄ /> Additionally, the policy for
subscriptions is explained on the Main Help Page, by clicking any link under
“Returns and Cancellations”
https://www.clubs.mattycollector.com/store?Action=DisplayHelpPage&Env=BASE&Local...⇄

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.)
I am not satisfied with this responseThe King Hsss torso was advertised as being guaranteed to subscription holders, in an effort to sell the subscription months in advanceSubscribers were told they would receive the King Hsss torso one way or another at no additional cost later in the yearI expect them to honor what was advertised
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, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
During the Subscription sales drive, the brand manager at the time said many times that the King Hsss snake torso would be included with a figure later in the yearMeaning the snake torso was costed into the sub, and should be included with a subscription figureI never said it should be free, what I am saying is that as a subscriber, I have already paid for the snake torso because it was costed into the grand total of the entire year for the subscriptionWhat Mattel is doing is eliminating it from the sub as promised and selling it separate as a complete figure at full priceSo not only did I already pay for my snake torso and no longer getting it, but Mattel is trying to make customers pay for it again except this time as a full figure with reused parts at a higher price pointThis is nothing more than a bait and switch in an attempt to maximize profits while swindling the customersI insist that the snake torso that I have already paid for by means of a subscription contract be included with one of the remaining shipments, or sent to me one way or another by the end of the year

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.)
To which I replied:
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:
***
"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 /* (4000, 9, 2015/09/24) */
The consumer was originally emailed on 9/16/at 07:in response to the original Complaint
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, 2015/09/25) */
(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 the KING HISS TORSO ACCESSORY wtat was promised publicly and repeatedly by representatives of Mattycollector both in video advertisement and in writing (AND ADMITTED IN YOUR ABOVE STATEMENT)
When you were selling the sub to us, you told us that part of what we were paying for was a King Hiss TORSO ACCESSORY, 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 accessory 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 a subscription and paid for the monthly figures every month, even the ones which I didn't find appealing because of what I was promisedI now expect a King Hiss Torso accessory from you, at no extra cost, 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 one I was sold and paid for
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 PRECISELYT 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, either polybagged or in some other way provided with an item to be shipped included in the sub

Initial Business Response /* (1000, 5, 2015/09/25) */
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 Consumer Rebuttal /* (3000, 7, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not AT ALL asked for a free figure(And the subscription exclusive figure is not free either; customers of this subscription pay for that item.) I simply want what was promised publicly and repeatedly by representatives of MattyCollector both in video advertisement and in writing
When the subscription was going on sale, MattyCollector told the public 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 is now a year later, long after the subscriptions have been sold, and it is absolutely unethical to go back on your word, your promise, and your advertisement nowThat is advertising
If you take the time to read messages of this complaint from me and other customers, you will see links, posted by MattyCollector on your own website, using the promise of the King Hsss torso being included with one of the subscription figures as one of the items we were buying with our subscription
Do the right thing and send 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 a subscription and have been a loyal customer to you for the past years despite all the problems your company gave not only to me but to others as well in terms of product delivery and especially qualityI have, as a good customer, paid for the monthly figures every month, and in turn, I expect from MattyCollector, as a good and reputable business, to send me the King Hsss Torso as advertised and promised in your advertisements
Please don't drag this out any furtherI am sharing all details of our exchange publicly online and many customers considering whether to subscribe to your future subscriptions 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 one I was sold

Initial Business Response /* (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

The customer selected FedEx as his shipping carrier on the
order. The free shipping for the Vault Sale on orders over $apply to
orders that select USPS as the shipping
carrier. It is the
customer’s responsibility to ensure the correct shipping method is
selected. The announcement of the sale on the News feed of
MattyCollector.com and the sale page itself both stress that USPS must be
selected

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, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was an official statement made on the Mattycollector website where your company states that the King Hssss Torso will now be an additional purchase outside of the sub - which is an additional cost beyond the commitment that was made to include the torso in the sub
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."
If this is not a true statement and the torso will be included in the sub, please make an official statement posted to the MattyCollector website as I am not the only person upset - I just want your company to deliver on what was advertised

Initial Business Response /* (1000, 5, 2015/09/16) */
We advised the consumer 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.)
Others who have had the same complaint have received $vouchers from the business and I feel that if that is the resolution for one customer with this complaint, it should be the resolution for all customers with this complaint
Final Business Response /* (4000, 10, 2015/09/24) */
The consumer was sent an email on 9/17/at 07:in response to the original Complaint
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
A one-time voucher offer was made in error to one consumer in regards the King Hsss figureFor the reasons noted above, 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 River
Final Consumer Response /* (4200, 12, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's true that the Snake torso was not announced as a free figure, it was announced as an accessory to be included with another figureThe sub only figure they claim is free is also not free as the explanation of the initial subscription charge is to cover the cost of the sub only figureIt is not right to force subscribers to pay for something that was promised to be included in the subscription

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.)
This is a blatant lieThey have already publicly stated that King Hsss will go on sale OUTSIDE of the subscription
Below is a quote from a now deleted Mattycollector post regarding King Hsss
"I know you guys have been wondering about King Hssss and now that I have some concrete answers I can share what's going on
Yes, the new torso was scheduled to be released with Buzz Saw HordakHowever, when we tried to combine the two we found out that it wouldn't be possible to do so due to costsWe tried a few different options (alternate packaging, higher price point, etc.), but none of these choices made sense (business or common)
So here's what we've decided to do: King Hssss will still be released in but he will arrive as a complete figureAccessories, alternate head, another set of legs...it will all be thereAfter reviewing all the different factors that went into making this product this was the only thing that made sense as well as the right thing to doWe know that promises were made regarding how you were supposed to receive this figure but ultimately...it just wasn't possibleIt didn't sit well with any of us to force you to pay a premium for this item so we decided to put the power in your hands
As a sub holder you will not be locked in to purchasing this figureKing Hssss will be offered during the month of November as an add on itemIf you want him, he'll be available during Early Access; if not, you won't be obligated to purchaseAll remaining stock not purchased will be offered during our November All Access sale
There will be pictures posted of the bendy headed Snake Men leader at a later date, but I didn't want to wait any longer to give you a heads up
Transparently Yours,
Skeletor's Love Child"
You can transparently cancel my two subscriptions for the remainder of If you can't keep your promise of including this in the subscription as it was previously stated then I do not wish to continue doing business with you
Final Consumer Response /* (4200, 11, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have never claimed that this was a free figureTo state that is disingenuousI claimed that this torso was suppose to be part of the subscription as you, yourself as a business just claimedHowever, it is clear that the direction you took with the King Hsss Torso is to instead not offer the torso as part of the subscription and create a figure that is outside of the subscription, which is where my complaint comes inThis was one of the reasons I was excited to subscribe for the year
Either the torso gets sent in a poly bag because it is PART OF THE SUBSCRIPTION, or I would like you to CANCEL MY TWO SUBSCRIPTIONS effective immediately, because you have not honored your word on what was said during the subscription siperiod
The figure outside the sub to get the torso is not an acceptable solutionThis requires an even larger commitment from the subscriber because the subscriber has to buy a figure just to get the torso, but they also have to pay shipping on another figure outside of the quarterly shipmentThus defeating the savings a subscriber receives by having their subscription shipped quarterlyTo reduce the already high shipping rates that are charged on the Mattycollector storeEspecially since the torso was going to be in the subscription, thus being added into one of the future quarterly shipments
Cancel my two subscriptions if you are incapable of fulfilling what was stated during the subscription enrollment period
For further evidence this was posted on the Mattycollector forums in regards to how the King Hsss torso would be part of the subscriptionNOT OUTSIDE OF IT
http://imgur.com/oppjzZG
Thank you for your time
Final Business Response /* (4000, 13, 2015/10/12) */
We're working to rectify this situationHowever, if you would like to cancel your subscription, please contact ***@digitalriver.com or call 1-877-GO-MATTY

We are continuing to look into this matter We hope to have a satisfactory response by the end of next week Thank you

Mr***'s order was shipped on September 9th His shipping charges have been credited We sincerely apologize for the delay

I am rejecting this response because:
On 31st January Digital River will no longer be working for Mattel under their Matty Collector nameDigital River will
not have a response for me by the end of next week as Matty Collector will not longer exist! This is just their way of saying, "We don't care about your issue!"

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.)
I have not been advised by email or any other means 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...5/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."
as you can clearly see from this, their official communication, most recentlythe indication is that subscribers WILL have to pay an additional cost for the item originally stated to be included in the subscription at the point of advertising and selling the subscriptionsIF no FINAL decision has truly been made at this point, then I can await a resolution, but I STILL seek the resolution of the company following through with the originally advertised promise that each subscription will include the King Hsss torso itemtotal for me, for my purchased subscriptions (and one per subscription for each and every subscriber.) This dispute must remain open and active until the company has reached a solution that puts the item in subscribers hands at no additional charge, just as was advertised and promised as part of the subscription sell-in
Final Business Response /* (4000, 9, 2015/09/24) */
We sent the consumer an email on 9/17/at 11:in response to his original complaint
In response to his most recent update, 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, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
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/forums/a/tpc/f/XXXXXXXXXX/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 PRECISELYT 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, either polybagged or in some other way provided with an item to be shipped included in the sub

Initial Business Response /* (1000, 5, 2015/09/25) */
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 /* (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
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 his request for a Matty Collector voucher
If he does not want to wait for final determination on the future of the King Hsss figure, then Matty Collector will authorize cancellation of the remainder of his subscription through Digital River
Initial Consumer Rebuttal /* (2000, 7, 2015/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will wait to see the resolution offered

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I was finally contacted by a US-based customer service representative who was able to call me personally to figure out a resolution to this complete mess. The representative, *** *., was very helpful and has continued to keep in touch with me to give me updates about this situation. He apologized profusely and verified that all of these problems were caused by MattyCollector, I am now hopeful that he has resolved all of the problems that I had

Initial Business Response /* (1000, 5, 2015/08/12) */
A representative from Digital River/Matty Collector has e-mailed Mr. [redacted] advising that Order # XXXXXXXXXXX has been processed. His Batman v Superman Figure Two-Pack has been sent to his correct/current address. The order is shipping via...

USPS and should arrive within the next few weeks. Mr. [redacted] already confirmed with the representative that the order processed yesterday to the wrong address had been cancelled.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
they were able to send out a replacement to the correct address.

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 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 /* (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 issue. The company has failed to honor its contract and is not providing all items that were promised in the subscription. The 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 /* (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 /* (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 subscription. Now they are stating this item is not included in the subscription and must be purchased separately at an additional cost. This is a clear example of a bait-and-switch tactics. None 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.