Warriah'
Main Eventer
Joined on: Dec 22, 2019 19:46:02 GMT -5
Posts: 3,261
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Post by Warriah' on Dec 27, 2023 21:29:39 GMT -5
I had emailed Mattel Customer Support on 18th December, advising I’d been charged customs/VAT. Got a reply 2 days later of them apologising, and asking me to send a copy of the charges and receipt for payment. Sent those through on 23rd December, and got a response that day saying they would give a refund for the amount I was charged. They were polite, helpful, and the money has cleared into my bank. It clearly was an issue with the BOGOF offer, as the customs declaration had the full price of 2 Ultimate Attitude Era rings, which has probably caused the issue. It isn’t some big conspiracy. Anyone that complains, but hasn’t followed up with Customer Services by email, or phone if they haven’t had a response, is just lazy. If it’s important enough of an issue, then do something about it that can actually resolve the issue. The BOGOF deal is irrelevant. VAT is already paid at time of purchase. The fact that mattel is declaring any orders to customs as unpaid is a massive issue and should discourage anyone to order from them. |
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kutzheels
Mid-Carder
Joined on: Jul 6, 2018 8:39:12 GMT -5
Posts: 292
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Post by kutzheels on Dec 27, 2023 21:58:40 GMT -5
I had emailed Mattel Customer Support on 18th December, advising I’d been charged customs/VAT. Got a reply 2 days later of them apologising, and asking me to send a copy of the charges and receipt for payment. Sent those through on 23rd December, and got a response that day saying they would give a refund for the amount I was charged. They were polite, helpful, and the money has cleared into my bank. It clearly was an issue with the BOGOF offer, as the customs declaration had the full price of 2 Ultimate Attitude Era rings, which has probably caused the issue. It isn’t some big conspiracy. Anyone that complains, but hasn’t followed up with Customer Services by email, or phone if they haven’t had a response, is just lazy. If it’s important enough of an issue, then do something about it that can actually resolve the issue. The BOGOF deal is irrelevant. VAT is already paid at time of purchase. The fact that mattel is declaring any orders to customs as unpaid is a massive issue and should discourage anyone to order from them. Pretty wild to get a response from Mattel on the same day…on a Saturday…of a Holiday weekend…. |
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dietpizzauk
Mid-Carder
Joined on: Aug 5, 2022 18:00:42 GMT -5
Posts: 63
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Post by dietpizzauk on Dec 28, 2023 5:28:27 GMT -5
The BOGOF deal is irrelevant. VAT is already paid at time of purchase. The fact that mattel is declaring any orders to customs as unpaid is a massive issue and should discourage anyone to order from them. Pretty wild to get a response from Mattel on the same day…on a Saturday…of a Holiday weekend….  |
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Post by jumpinjefffarmer on Dec 29, 2023 5:17:14 GMT -5
Still no reply for me. I had to pay £48 fees for my $69 coliseum collection and £79 fees for my $75 ultimate ring.
Nearly £130 just before christmas. What a scummy thing to do to customers.
Clearly says they guarantee no extra fees.
Mattel creations had better not screw me with the eternia set delivery or i get the feeling it will arrive very badly damaged.
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Post by SteveHulk on Dec 29, 2023 5:53:07 GMT -5
Still no reply for me. I had to pay £48 fees for my $69 coliseum collection and £79 fees for my $75 ultimate ring.
Nearly £130 just before christmas. What a scummy thing to do to customers. Clearly says they guarantee no extra fees. Mattel creations had better not screw me with the eternia set delivery or i get the feeling it will arrive very badly damaged. Wow... that sucks. |
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Warriah'
Main Eventer
Joined on: Dec 22, 2019 19:46:02 GMT -5
Posts: 3,261
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Post by Warriah' on Dec 29, 2023 7:28:31 GMT -5
Still no reply for me. I had to pay £48 fees for my $69 coliseum collection and £79 fees for my $75 ultimate ring. Nearly £130 just before christmas. What a scummy thing to do to customers. Clearly says they guarantee no extra fees. Mattel creations had better not screw me with the eternia set delivery or i get the feeling it will arrive very badly damaged. I had the exact same. £122 in total. They agreed to refund me last night so hopefully you should be okay. |
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Post by jumpinjefffarmer on Dec 29, 2023 11:46:30 GMT -5
Yes they just said they would refund me. And i found out why its happening - it came to the uk, then went to belgium, and when returning to the uk (i know)! They added the customs fees. Crazy.
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