Matty Collector/Digital River

Initial Business Response /* (1000, 5, 2016/08/03) */
We apologize for the mix up and have refunded the shipping fee.
Initial Consumer Rebuttal /* (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 Revdex.com complaint, they refunded the shipping.

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, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Cancelling my sub does not get me what was promised. I have paid for many figures I have not have wanted waiting for this accessory (which was promised on video on mattycollector.com). The announcement that we would not receive the figure came almost a year after the subscription was closed. I do NOT want my sub cancelled. I will wait to see how this plays out, but mattycollector has already announced that this figure will need to be purchased separately and will have to be shipped separately and you will not be guaranteed to get one. A company that takes so much pride in their history should try harder not to disappoint their customers further.

Initial Business Response /* (1000, 6, 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 are unable to comply with similar requests for a Matty Collector voucher.
If he 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 Consumer Rebuttal /* (3000, 8, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I do appreciate parent company Mattel responding to my Revdex.com filing, it still doesn't settle the issue at hand for myself and other subscribers to MattyCollector's 2015 MOTUC product line of figures.

And I understand that Mattel is looking into a way to get the troubled King Hsss snake torso figure element to subscribers...I can patiently wait for Mattel to come up with its resolution to this end, so as it means that subscribers will NOT incur any additional out-of-pocket costs to receive this item that was promised as part of the sales pitch to entice subscriptions to the product line.

To that end, I request that Mattel post an official announcement on its MattyCollector.com website to notify customers that it is working on getting subscribers the King Hsss torso item, as originally detailed, and that subscribers will not incur any additional costs to receive this item. This is all that we subscribers really wanted...the product that was advertised and promised. An official statement posted to the MattyCollector website would alleviate much of customers' ire since we would then know that we would, at some point, get what we paid for and what was promised to us.

Regarding the option to cancel the remainder of my subscription, I politely decline that option as that would be counter-intuitive; customers want All of what we signed up for, not less.

Additionally, my addendum information was not addressed regarding the MattyCollector.com site administrators removing my forum access rights on 9/9/15 for posting two messages on the message boards about the Revdex.com filing by another customer who received a $45 product voucher for the same issue I was facing.
I posted the Revdex.com info there hoping to engage the Matty team in a transparent discussion that would finally bring about proper restitution for all 2015 Club Eternia subscribers, be it with at-no-additional-cost King Hssss snake torsos or product vouchers that offset the out-of-pocket costs to subscribers seeking to complete their 200X King Hssss figures. I truly approached this from an altruistic stance rather than that of an agitating rabble rouser.

What's odd to me is that, as of this writing on 9/17/15, the Revdex.com link is STILL posted live on the Ask Matty page of the Matty forum (see the 9/7/15 post labeled "Interesting..."). The moderator's expulsion message that I was "attempting to incite members to file complaints with the Revdex.com" is, quite simply, loaded language to my copy-and-paste text of the public record Revdex.com settlement I merely disseminated factual information to allow other consumers in a similar situation to be aware of their options and make their own decisions from there; no manic soapbox calls to riot customers, like myself, were genuinely frustrated by the lack of communication or updates from the Matty team regarding the King Hsss torso issue.

To be honest, when I awoke the morning of my MattyCollector site banning to check the forum, I thought there may have been some sort of glitch with my initial posting of the Revdex.com information since there was no indication of it ever existing on th forum. This drew me to innocuously repost the copy-and-paste Revdex.com settlement info again, especially seeing that the Ask Matty post with the same link was still live on the forum.

Once that second post vanished shortly thereafter (hitting reload while in the open thread tipped me off to the "comment awaiting moderation" message), I got the hint that it's disappearance was no mere coincidence and didn't continue to press the issue further on the MattyCollector forum. I interpreted that to mean that Matty wasn't going to do the 2015 subscribers right on its own accord, so I then filed my initial Revdex.com complaint. A few hours later, a conveniently timed e-mail informing me of my MattyCollector forum banning was delivered. No warning of any kind was ever received prior to my site privileges being revoked on account of posting the Revdex.com information to the Matty forum.

I honestly feel that I, an extreme supporter of Matty's Masters of the Universe Classics line who has purchased thousands of dollars of its related products since 2009, am being unduly punished in sort of "whistleblower" capacity merely for letting other subscribers know that another subscriber had posted a complaint similar to ours with the Revdex.com and has successfully settled with Mattel for a $45 product voucher.

I am formally requesting that my MattyCollector.com site privileges be reinstated. If granted, I will make no further mention of the Revdex.com filings on the MattyCollector forums.

With my MattyCollector site posting privileges revoked, I have no way to directly contact whichever site moderator banned me over the Revdex.com postings so that I may address the issue, appeal the banning, and apply for reinstatement of my site privileges.
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, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing still has been resolved for myself or the other MOTU Classics subscribers regarding the King Hsss snake torso issue. No one is looking for a "free" figure as subscribers already paid for this item that MattyCollector is now trying to make into an additional purchase outside the subscription... That's why so many MOTUC subscribers are upset we only want what was advertised and promised to us by MattyCollector representatives (and we've submitted enough evidence to Matty to document these promises made during the subscription sales drive).
In your reply, you essentially make our point for us regarding the King Hsss torso: "When the King Hess sic Torso was originally offered it was offered as 'part of your subscription.'" That's exactly why myself and other subscribers are upset; the King Hsss torso WAS, indeed, offered as part of our subscription. On, and to clarify another of your response remarks, there is NO "free" figure in the sub line as we paid for that sub-exclusive figure in the summer of 2014 at the time of signing up for the 2015 sub line of MOTUC product.

This absolutely amounts to a bait-and-switch, at this point, and Matty's failure to make good on its word still, despite the widespread outrage among its subscribing customers and documentation of Matty's promise that all MOTUC subscribers would receive the King Hsss snake torso in the 2015 sub, is beyond disheartening.

And your response line of, "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," continues to miss the mark, further illustrating how out-of-touch Matty stubbornly continues to be with its subscription customers regarding this issue. To wit, again, we subscribers ONLY want want was advertised and promised to us as 2015 MOTUC subscribers, and what we've already paid you for: simply, the King Hsss snake torso; NOT an additional, out-of-sub figure for an additional out-of-pocket cost to subscribers.
To put it plainly,the only acceptable response that most subscribers will take is Matty either supplying us with the as-promised King Hsss snake torso at no additional cost, OR the $45 product voucher that we can use to obtain the new Frankenstein-cobbled figure featuring that torso in question when it's released for sale later this fall.

Additionally, your last response failed to address my other issue that was an addendum to my original complaint: the revocation of my posting privileges to the MOTUC forum on the MattyCollector.com website after I twice posted mention of the customer who successfully filed a complaint through the Revdex.com about the King Hsss snake torso issue and received a $45 product voucher. No warnings were given, just a deletion of my posts and then a forum banning with the following reason:
Your account has been suspended for the following reason:
"Continues to agitate and disrupt forum with attempts to incite members into filing complaints with The Better Business Borough sic. Violating member user agreement with improper conduct on the site."

I'm seeking to have my MattyCollector account (account ID is SHAEGGY) reinstated so that I may continue to communicate and share my passion [redacted] your MOTUC product line with other like-minded collectors. Please also address this issue in your next reply. Thank you.

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 never received any email response regarding this issue. The most recent response on this issue which I have seen from Mattycollector.com which I have found is this message on their forums from July 28th:[redacted]
Once again, both of these statements are at odds with the official company marketing statements I produced in my original complaint that were used to sell the Masters of the Universe Classics 2015 Club Eternia subscription. This response from Mattycollector still in no way addresses the issue of not deliver an advertised product now after they have received 9 months of payments. This reply is non-committal and in no way offers to rectify the situation.
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.)
Hello,
No resolution was offered here except to sell me a further product. I do not want the figure you are attempting to peddle. I want the product that you admit was "offered as 'part of your subscription'" That is what I am requesting. It was offered as part of what I believed I was purchasing and what I have continued to pay for for the past 9 months.
As a customer who has supported this toyline sinc 2011, I am very disappointed that Mattel is trying to play games and look for technicalities in order to get out of delivering to subscribers what was offered. Here is what I would accept in order to rectify the situation:
*The King Hsss torso, the item that you state was offered as "part of your subscription."
or
* A Mattel voucher for $25 to cover part of the cost I will have to pay to obtain this figure. Considering that to obtain a figure costs me around $40 after shipping, I would consider this a fair halfway point between paying for the extra items you are now including and receiving what I originally was informed was part of 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 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.)
Hello,
The response is not sufficient. All I am asking for is what was promised as part of the subscription. Mattel has yet to agree to the original terms and instead state that no final decisions have been made. The appropriate decision is to provide the product promised.
Thank you
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.)
Hello,
The response is completely preposterous. The King Hssss torso was never intended to a full figure. As per the "part of the subscription" it was supposed to be included in the subscription. The total cost of the subscription was determined upon the agreement to subscribe. So to say that it was not intended to be free is skewing the information in your favor. The torso was always supposed to be included with another figure. Now you are attempting to charge an extra cost for a full figure and not provide the torso that was promised. The solution to this would be to provide the torso to the subscribers as promised.

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.