If you are having ANY problem with your Castle Grayskull order, please post here!

[JVS3]

IMPORTANT NOTE: I want to help you all out, but you need to follow the instructions above. I'll be deleting any post that hasn't followed the instructions. So, please read through that first post in detail and post/PM accordingly if you need help with your Grayskull order. Thanks!
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I realize people are experiencing an array of different problems. I want to help you by collecting, organizing and getting that info about your problems to MattyCollector to help get them resolved.

This is just about Castle Grayskull.

Please remember I'm a fan and I do not work for Mattel. Also, please know that Scott is also trying to get things sorted out. This is just me doing my part to help all of you and him at the same time. I am just forwarding info to help! Please do not follow up with me on the status as I will not know. The hope is Matty will contact you afterwards.

If you've followed the steps suggested by Scott, and are still having a problem, I want you to post your problem. It could be:
• Order still cancelled
• New ordered cancelled again
• Drastic increase in shipping/handling cost from original order (note: I do not know the details of this increase or how they will address it)
• Pending charge on card/bank account has disappeared
or anything else I have not mentioned.

Please keep your post very short and simple about the current status of your order! The more details and the more story you tell, the more confusing it makes things.

Please also note, if you are currently communicating with MattyCollector and they are working to resolve your problem, reporting it here may make matters worse! Only post here if your previous efforts failed and you need additional help.

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For people registered on the He-Man.org forums:

1. First post here with just the problem (remember: short and simple description). This helps me keep a public account of user's with problems.
2. Then PM me in private again with the same problem description, plus
• your order number(s)
• the e-mail address you used at MattyCollector for your order
• your first and last name.
Do not post your personal information on the forums. I am helping to respect your privacy.

I will respond to your PM to verify.

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For people NOT registered on the He-Man.org forums:

Using the Webmaster Contact Form,

enter the subject:
Grayskull Order Problem

Then in the body of the message, include:
• the problem you are having (remember: short and simple description)
• your order number(s)
• the e-mail address you used at MattyCollector for your order
• your first and last name

I or someone else will reply to verify, then I will collect the info and forward it on. If you do not get a reply in 2 days of sending the e-mail, please try again. It may have gone into the spam/junk folder. If you still do not get a reply after that, you may need to try contacting us from a different e-mail address or finding a way to register to the Org forums and using the above posting/PM method instead.

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Please do what you can to stay calm and objective. I realize this is very frustrating for many of you and I sympathize. At the same time, we all need to stay focused so we can tackle the problems and concerns efficiently and effectively. Thanks!

[zodak74]

My shipping/tax is extremely high for UPS ground shipping from CA to TX. ToyGuru mentioned at the very beginning of presales that those who experienced this very high shipping rate would have the cost sorted by the time of the castle's release. According to my current invoice and pending charge on my credit card account, I am paying a total of $331.74 ($250 Castle pre-sale price, $56.45 in shipping, and additional $25.29 in tax (and DR taxes based on the combined item cost AND shipping).

[EMOTOR]

After I gave new credit card information my order of 2 castles witch she said was still 570 is now been broken up to 2 new orders of 292 each 14 dollars more than i was quoted on the phone and last year. I told her not to change anything. she said ok. Now 2 separate orders for 2 castles

[SkeletorsTacoStand]

Money taken out on the 19th, went back into my account today. Would much rather have them keep the funds. Want to make sure it wasn't canceled.

[toyman2581]

Cancelled old order with old debit/checkcard, made new one with new card. Got confirmation of both and had pending charge since Tuesday the 19th. Now charge is no longer pending. Possibly just a pre-authorization until actual shipment/charge but still worth mentioning.

[TJRules]

Money was taken out 11/19, then funds back into my account 11/20. Funds still there with no shipping notice. Would like to make sure the order wasn't canceled.

[faker32828]

my cc failed, order cancelled.

[reillyd]

Name : David Reilly
Order : 15864104145
cc failed, old card used. I've (again!) added the details, and made default.
I'm international, and can't ring O/S on my phone provider. Help!

[GeologyMule]

Subsequently to placing my original order I had credit card fraud. I got a new CC number and called about 1.5 months after originally placing my order to update my info. I received one of the emails about my order being cancelled due to a declined/outdated card. I called and gave my updated info again and got a new order number.

In addition, my original cost was 294.60 and the new cost is 300.44

[toyboxraider]

Updated my cards exp date in August and called in october to confirm it was good to go, and all my subs were already billing through it so it was good.

Of course matty billed a card that was so old I can't even identified it so my order was cancelled.


We had to call and when we did cs said oh yes we see your info is updated and will be reordered with AN INCREASE IN SHIPPING.

So I'm being financially punished for having all of my info correct, Pass this on to guru if he opens his thread back up please, Val.

[guardianmonkey]

updated billing/shipping address.

was told the order wouldn't be cancelled, sending me to the back of the queue, but "adjusted."

it was cancelled and a new order was made instead.

the first order had a charge of $285.83. the new order is $292.88.

i've had multiple, often-conflicting communications with DR about all of these issues and more.

at the end of the week, the pending charge on my CC disappeared.

my order on Matty's site displays as "In Process."

[platypusrex82]

Charge was "pending" has since vanished.

[Rainboy]

"Pending charge on card/bank account has disappeared"

[erisk]

Pending charge on my account disappeared. No other communication regarding charging/shipping/cancellation.

[he-mike]

Same issue:
Pending charge on my account disappeared. No other communication regarding charging/shipping/cancellation.

[RyDell]

My credit card was compromised so I was sent a new one. My old card was to be deactivated on Nov. 21st. I got an email that my card was to be charged on the 19th like everyone else. My wife called on the 20th and the charge went thru... so I thought I was done. Now the charge doesn't appear as it has fallen off... DR did not tell me this I found out because I was concerned. Now my order will have to be cancelled, but they don't know if they can cancel it now and reinstate with my new card because the castle is ready to ship. They want my bank to authorize the old card's charge, but being that the pre-auth has fallen off, there isn't a record of the charge being made.

Problem 1: Why send an email saying your CC will be charged on the 19th if in fact it was not going to be an actual charge?

Problem 2: Why can't DR simply change my CC number over the phone and maintain the same order number?

Problem 3: If my order is ready to be shipped, but they charge the old card when it does and that fails (which it will) why then do I lose out on getting the Castle I pre-ordered 1 year ago? (my email stated that "We have sent a request for the order to be reinstated with ticket number ******* but there is no guarantee if it will be granted as the order was processed for shipment"... and then "If in case that we are unable to update your credit card, please inform
your bank that you have a pending transaction on the old card (****) so
they can authorize the payment once your order ships out. If your bank
authorize the transaction and you will be charged, this order will go
through.)

My wife was on the phone with DR for about 30 minutes... no satisfaction! A manager is supposed to call me back but who knows if they will. My kids and I were really looking forward to this for Christmas, but once again DR has proven to be THE WORST company on the globe... I'm so utterly disgusted!

[Nemisythe]

Well I'm waiting to see if they will allow me to change my initial order; since they want it all by Dec. 5th, I had to cut 2 out of my order since I was only able to deposit in my card enough for what's left.

I truly wish they would've stuck to the plan and begun this all in Dec. instead of fast tracking it. I said it before and apologize but I had no desire to have this by Christmas, I was satisfied knowing I was getting it.

Well as it is I have all my Castles coming so it seems... problem solved!

[kusobot]

My order was cancelled even though I updated my credit card information. I called and emailed to resolve the problem and I thought everything was okay until I received my order confirmation. They doubled my order by mistake. I called again to correct this, but they said it was too late to make any changes. So now I'm forced to dish out another $300. I'm currently trying to get my credit card company to cancel this transaction.

[Rakashian Calamari]

My castles are being shipped to my old mailing address per the matty site.

[DamnSmooth]

Card Authorization Failure on Order #12392956122 total Cost 269.65
Called Customer Service on Nov 22 to reinstate my order
Order ##12392956122 CANCELED

NOV 22 NEW order issued Order #1201451845
INCORRECT BILLING AND SHIPPING ADDRESS new total amount of $291.50 difference of $21.85

Called Customer Service on 23
Correct Shipping and Billing Information AGAIN, and told a refund would be issued for the additional charges.

Nothing further was heard, no email nothing

Called Customer Service on 12/3 informed me that the information had not be changed the order was being processed and there was nothing they could do. Im being charge 291.50 for a product that is being shipped to someone else.

I would really like to know how Mattel is going to handle this. This is not a $30 figure its a $300.00 item.

[unclassified]

The problem I got with the castle is, it still ain't here. Hurry up I need it now so I can open it look at it and close it and store it..

- - - Updated - - -

Or I'm gonna quit...........

[jastiles]

I had to cancel my old card. I got the e-mail saying "claim your Castle Grayskull". I called 1-877-GO-MATTY and updated my credit card info to my new card. Today I received an e-mail saying that my order was still cancelled. Pulling it up on the website it says "order cancelled".

[No-Ah]

I had originally placed orders for 2 Castles. (2 orders on 2 days both during the pre-sale.)

I got an email about a problem with the first order. Called up and had an hour long nightmare experience. I ended up getting that order reinstated, although I was over-charged for shipping.

I then got cancellation emails for BOTH orders.

I thought long and hard about whether to call up to reinstate the second. Finally, today I made the call.

I spoke to the nicest and best trained DR employee I've ever spoken to. She sent the reinstation request, warned me that I WILL be over-charged for shipping, but that I can get refunded for both over-charges after they ship.

So, at this point both of my orders should be good to go, except for the fact that I have been over-charged and almost certainly lost my place in line.

[RyDell]

Well I thought I was good to go. My order was supposed to be reinstated after the phone call yesterday. The woman Rica spoke with my wife and assured her that everything was good, my credit card # was changed and I would get a new order # via email in 1-2 days. Apparently 6 minutes later, Brody called on my house phone and left a message stating that the order could not be changed and I just had to wait until my order failed and then try again.

So I feel my wife was flat out lied to by a manager at DR. We called again today and of course no one knows what the hell is going on. Sorry Scott, but after this debacle I'm done. **** Mattycollector and DR. This should have been the December to Remember... but I guess it is. The December that Matty truly screwed over the fans.

[hlinhk128]

Dan Latham
order #12394112522

Had my cc expire back in June. Called to change it for subs & my CG order. The other day I discovered that I had a cancellation email in my spam folder. Called the other day to sere what happened and the lady on the phone told me it tried to charge my old card. She went through the process of creating a new order and such and I would receive the new email in 2 days but I still don't have it. And today is the deadline day.

As it stands, I have no record of the order or a new one on MC