So instead I called the US escalation department, and that was a frustrating experience as well. While my order was held hostage waiting for TOD Sorceress, Mer-Man went out of stock, so now they were holding the whole order hostage waiting for Mer-Man. The rep, Brady, was not particularly apologetic and could not give me a straight answer on whether he would be able to cancel Mer-Man so the rest of the items could ship. I asked to just cancel the whole thing since he could not give me an answer on whether I'd have anything by Christmas. He told me no, as Matty has a strict "no cancellation" policy. (Nevermind the fact that Matty already breached its own policies by failing to ship items that were advertised as "in stock.") Brady called me back an hour later and told me he got confirmation from the warehouse that the entire order was shipping that day. Not sure if that was a coincidence or if he managed to push the order through since I told him that if it didn't ship in time for Christmas, I would have to refuse the package and dispute any shipping charges they chose not to refund me.
Long story short... I should be getting everything I ordered, albeit a month later, and both the regular Customer Service and escalation department were unpleasant to deal with.