Matty Collector/Digital River

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

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, 2015/09/21) */
(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 issue. I do not accept a wait and see response from Matty Collector. 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 torso. However, the Mattycollector.com design department told Mattel that the torso was not finished being manufactured. Mattel offered a $45.00 voucher to be used on any Mattel product." The consumer accepted their offer. Since 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 because neither I, nor the fandom, are guaranteed to even to receive said figure I want a $45.00 voucher per sub like the other consumer as seen here: http://www.Revdex.com.org/central-californi...279/complaints this would total $180.00 to be used on the mattycollector site to buy said figures when they are available for sale since it does not look like they will be included in the sub as promised.
Final Business Response /* (4000, 9, 2015/09/28) */
A one-time voucher offer was made in error to one consumer in regards the King Hsss figure. For the reasons previously explained, we are 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, then Matty Collector will authorize cancellation of the remainder of their subscription through Digital River. Again, we sincerely apologize for any confusion.

Initial Business Response /* (1000, 5, 2016/05/03) */
We processed the order for Trap Jaw on 5/2/16 and refunded the shipping cost. The figure shipped on 5/3/16 and the consumer was contacted via email with shipping details.

Initial Business Response /* (1000, 5, 2015/09/25) */
Orders are shipped based on the priority of the shipping method selected. Orders 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 1-2 business days from renewing and always before the regular sale dates. His items are then delivered second day, which is the method he selected.
Initial Consumer Rebuttal /* (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 shipping. So I don't buy the response.

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, 2015/09/18) */
(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 issue. I do not accept a wait and see response from Matty Collector. 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 torso. However, the Mattycollector.com design department told Mattel that the torso was not finished being manufactured. Mattel offered a $45.00 voucher to be used on any Mattel product." The consumer accepted their offer. Since 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. There for I want a $45.00 voucher like the other consumer as seen here: http://www.Revdex.com.org/central-californi...279/complaints
Final Consumer Response /* (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 part. When 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 it. The 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 Unacceptable... it is NOT a resolution at all. It is a poorly-developed dismissal of the true problem at hand, on their part. In 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 complaint. Since clearly establishing that the torso WAS/IS part of the subscription, at the time of sign-up to 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 customers. Regardless 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 agreement... rather, 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" is... I want myself and all subscribers to receive what the company told us we would receive with our already-paid-for subscriptions. This has nothing to do with receiving a "free" figure... it has everything to do with the company honoring their commitment to provide the torso as promised to all subscribers as part of their paid subscriptions. IF 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 fine. BUT, 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 writing. When you were selling the 2015 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 figures. It'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 now. That is false 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 for. Since they aren't able to follow through I want the $45 voucher to refund the money we spent when we purchased the subscription.
Final Business Response /* (4000, 13, 2015/09/28) */
A one-time voucher offer was made in error to one consumer in regards the King Hsss figure. For the reasons previously stated, 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, then Matty Collector will authorize cancellation of the remainder of their subscription through 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 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 response I received from Mattycollector is unacceptable. They say that they are essentially exploring a resolution, but they have made no final decision. That is just talk at this point with no real commitment to a resolution. I will not accept anything outside of receiving the Torso piece I was promised at no additional cost. Mattycollector made the budgetary mistake and they will have to take the loss for it, not the customer.
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, 2015/09/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response and at this point we are going in circles. If Matty Collector read the original complaint with all of the evidence sited, they should know that this latest response is absurd. The torso piece was supposed to be included in the subscription with the Buzz Saw Hordak figure, but because Matty Collector went over budget, which is their fault, they didn't include it with said figure and decided to make it where the subscribers have to pay an additional cost in order to get it. Why do I have to pay extra for piece that was advertised to be included with the 2015 subscription because of THEIR mistake? They made the mistake so they need to take the loss on it, not me and the other consumers.
I have not asked for a free figure. (And the sub exclusive figure isn't free either, we pay for that.) I simply want what was promised publicly and repeatedly by representatives of Matty Collector both in a video advertisement and in writing. When they were selling the 2015 subscription to us, they 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 figures. I don't care if they feel what they are offering now is more complete, they are still asking for an additional $26 plus tax and shipping in order to get a piece that was supposed to already be included in the original purchase of the 2015 subscription.
I will not accept anything other than Matty Collector finding a way to get this torso piece to the subscribers at no ADDITIONAL cost. If that does not happen then Matty Collector is GUILTY of false advertising and the evidence sited in the original complaint will back that up.

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 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 /* (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.)
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!

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 /* (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 plight. We've elected to make a one-time exception to our...

policy, and grant Mr. [redacted] a cancellation for the remainder of his current subscription services. We're sorry to see him go, but we understand his situation. We 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 /* (2000, 7, 2016/04/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I thank Mattycollector for being understanding in this manner. I am happy with this solution, as long as it actually happens.
Final Consumer Response /* (3000, 13, 2016/04/29) */
Mattycollector/Digital River has not done what they said. My subscription is still active iand on 4/29, my credit card was charged $37.85 and another figure was shipped.
Final Business Response /* (4000, 15, 2016/05/02) */
Mr. [redacted]'s subscription has been cancelled and we have refunded the April shipment that went out on 4/12/16 and billed his credit card on 4/13/16.

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.
He was further advised that a one-time voucher offer was made in error to one consumer in regards the King Hsss figure. For 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 /* (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 states. Besides, they hold all consumers/customers to the subscription and its rules of fulfilment. They should be held to the same rules.
Unfortunately the response provided is not satisfactory nor a confirmed resolution to the issue. I do not accept "a wait and see" response from Matty Collector. It 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 torso. However, the Mattycollector.com design department told [redacted] that the torso was not finished being manufactured. [redacted] offered a $45.00 voucher to be used on any [redacted] product." The consumer accepted their offer. Since [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 $45.00 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 /* (4000, 9, 2015/09/28) */
We emailed the consumer directly on September 17th at 13:04.
A one-time voucher offer was made in error to one consumer in regards the King Hsss figure. For the reasons previously explained, we are 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, then Matty Collector will authorize cancellation of the remainder of their subscription through Digital River. Again, we sincerely apologize for any confusion.

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.
A one-time voucher offer was made in error to one consumer in regards the King Hsss figure. For the reasons noted above, we are unable to comply with his request for a Matty Collector voucher.

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.

We have a transition team looking into this matter.  Please be assured that we're doing all we can to satisfy this request.  Thank you.

Initial Business Response /* (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 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, 2015/09/16) */
(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 issue. They did however issue a statement and pictures on their company website stating exactly what it said in my complaint. The statement can be seen here: http://forums.mattycollector.com/eve/forums/a/tpc/f/XXXXXXXXXX/m/XXXXXXXXXX. It clearly acknowledges that the promise was made but that they are not fulfilling it and charging consumers an additional $26 to recieve the torso which was advertised as being included in our subscription. This subscription by the way totals nearly $1000 for the year after taxes and shipping. Since this announcement, Mattel and Matty Collector have been silent on this issue. The information they provided to the Revdex.com was simply untrue. This is not an acceptable way to run a reputable business. This is why I have filed this formal complaint and do not find this response acceptable.
Final Business Response /* (4000, 10, 2015/09/24) */
The consumer was emailed on 9/17/2015 at 07:23 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 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, 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 claim. They can choose to spin it however they want but the evidence doesn't get any clearer. It was promised to be included in the subscription. I believe the exact words were "yea it will ship with an item included in the sub." This QandA can still be found on their site. I also made sure to do a screen capture of it. This 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 /* (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 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, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not been advised by email of any such thing. Perhaps 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 Hssss. We get it - certain things were expected and then those things changed, which is frustrating. It 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 confirmed. That'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 $26 price point for the sub. The 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 do. And 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 fantastic. So we decided to offer it as its own item - a complete figure - instead of not doing it at all. Soooo 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 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.
We understand it's not exactly what you were expecting, and that some of you aren't happy about that. But 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 emailed on 9/15/2015 at 17:03 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 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 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 2015 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 figures. It'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 now. That is false 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 thing. Send the torso to all subscribers as you promised. The 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 3 subscriptions and paid for the monthly figures every month, even the ones which I didn't find appealing. I now expect 3 King Hiss Torsos from you, as promised.
Let's not drag this out any further. I 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 /* (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, 2015/09/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response, because the company did nothing. They said they were looking into it. Looking into is not a solution. This is a stalling tactic Mattel has used in the past. They 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 cancelled. Mattel "backloads" the subscription for this specific reason.

Initial Business Response /* (1000, 5, 2016/07/26) */
We apologize for the frustration. Matty Collector makes it a priority to get the shipments out the door as fast as possible and provide great service to all customers. Typically, all orders are processed immediately and often ship the same...

day. The website clearly states that orders cannot be cancelled. However, there is a 30 day refund policy.
Ms. [redacted] can refuse the shipment and it will come back to us. Matty Collector will then process the refund. However, if she wants to keep some of the order and only return part of it, it will be her responsibility to follow the 30 day refund policy.
Regarding her second order - since the item is currently on back order, an exception has been made to cancel it. This is outside the normal process and only possible because of the back order status.
Initial Consumer Rebuttal /* (2000, 7, 2016/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the cancellation of the second order. I 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 pocket. Somehow the order triplicated itself; my order was only supposed to be one figure, not three. I 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, 2015/09/17) */
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.)
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 figure. We 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 /* (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.

Initial Business Response /* (1000, 5, 2016/07/29) */
The terms of the sale are very strict for the SDCC vouchers. All sales are final, they must be picked up in person at SDCC during the specified time frame of 7-21 to 7-23. The items cannot be shipped and there are no refunds, no returns, no...

exchanges.
The terms of this sale warned that an order shouldn't be placed if the following conditions can't be presented when trying to pick up the order: 1) printout of the voucher 2) Photo ID 3) 2016 SDCC badge 4) Credit Card used for the transaction
The description and terms of the sale had to be scrolled through before product could be viewed and orders placed.
Following is the link to page the consumer must scroll through before placing the order:
http://www.mattycollector.com/store/matty/en_US/DisplayShopperDefinedBundlePage/...⇄
The consumer placed three separate orders and below are the order numbers and related fees: They are for the item price and applicable tax. The orders are as follow:
XXXXXXXXXX - $447.41
XXXXXXXXXX - $27.28
XXXXXXXXXX - $27.28
Since the terms of the sale were clearly presented, no refunds will be issued.
Initial Consumer Rebuttal /* (3000, 7, 2016/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with Matty Collector. Their terms on SDCC voucher items are deceptive, because their final sale policy eliminates refunds. This violates customer rights.
I was not told this response initially when I inquired about a refund I received a different response they told me it was a 30 day for refunds. So besides being deceptive in their voucher policy their also deceptive in how they answer their customers.
Here is the message below I copied it, as it was send.
Re: CancelOrder - CancelPhysical - DontWant (KMMXXXXXXXXVXXXXXL0KM)
Matty Collector CS to you
July 21Show Details
Dear [redacted],
Thank you for contacting the MattyCollector.com online store.
We're sorry, please accept our apologies, as much as we wanted to help
you with this concern, however,we cannot initiate a return nor cancel
your order according to the terms of our refund policy, which is located
at:
http://www.mattycollector.com/store/matty/en_US/DisplayReturnAndCancellationsPag...⇄ /> In an effort to continuously improve the customer experience, we would
like your feedback through a brief survey. It should only take a few
minutes of your time.
https://www.surveymonkey.com/s/PXJMKJ7?c=XXXXXX
Sincerely,
[redacted]
MattyCollector.com online store
Customer Service
[redacted]@digitalriver.com
Email ID: XXXXXXXX
Original Message Follows:
From: [redacted]@aol.com
To: [redacted]@digitalriver.com
Subject: CancelOrder - CancelPhysical - DontWant
Date: July 21, 2016 3:31:55 PM CST
A shopper has emailed customer service with a request. The following
reasons were selected for the contact, and the specified email address
was given for contact.
Selected Reasons: CancelOrder - CancelPhysical - DontWant
Shopper Email: [redacted]@aol.com
Shopper Comments:
If an associated requisition exists, the following fields were
completed.
Order Number: XXXXXXXXXX
Order Date: June 17, 2016
Site ID: matty
Site Name: MattyCollector.com
Shopper Name: [redacted]
Order Summary:
Final Business Response /* (4000, 9, 2016/08/08) */
The terms of sale were stated in our previous response. We consider this matter closed.
Final Consumer Response /* (4200, 11, 2016/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The final sale terms are unethical. A customer should be given a fair time frame for refunds especially for pre-sale items not able to them for nearly a month. This is a scam.

Initial Business Response /* (1000, 5, 2015/09/17) */
We contacted our consumer via email and advised 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 [redacted] be able to offer this...

figure. We continue to pursue a resolution to the King Hsss product release and [redacted] 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 business was given ten days to respond, which I felt was reasonable as an immediate response might not be possible.
At the end of this period, I received a form letter originating from a general information email address. I am open to alternate solutions to the issue than the ones I proposed. But the response did not offer any solution. It simply said offered a non-committal sentiment that the company was aware of the issue.
The simple fact this came as a form letter from a general email account is not only dismissive and impersonal, it indicates that this is clearly an issue which has gathered enough criticism that a blanket response was created.
If the form letter is truthful, and I have no reason to believe it is not, I am glad that Mattel has acknowledged the issue. But I cannot consider the issue resolved.
The torso was offered as part of a package of items which was paid for. They received the money. They need to provide the items advertised.
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 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, 12, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm sorry. But respectfully, this information is incorrect. The listings included in your response does not cover all advertisements covered under the Federal Trade Commission's 2013 section on
Clear and Conspicuous Disclosures in Online Advertisements.
In both this video
https://www.youtube.com/watch?v=uUPAFleeL8w at 22:40
"You [redacted], if you are a subscriber, you [redacted] wind up with this piece by the end of the year."
and this video - produced by Matty Collector and published on your own YouTube Channel
https://www.youtube.com/watch?v=uUPAFleeL8w at XX:XX-XX:XX
"It [redacted] be part of the subscription, so you [redacted] get it if you've subbed."
Neither of these statements were in any way unclear. Both were presented by an employee of Mattel in reference to the items received in exchange for the purchase price of $570.
This is considered advertising under the FTC and constitutes a promise of goods to be delivered.
The companies inability to be profitable in delivering on this promise, is unfortunate, but not an excusable reason to change the items delivered.
More information may be available at the time of this reading in FTC Reference Number XXXXXXXX