|11-28-2008, 06:01 PM||#1|
Join Date: Feb 2003
Location: Greensboro, NC
So I recently got shafted by HTS. Well "Slightly Shafted" would be a better term. and I wrote them a letter. Now I realise this may come off as Nerd Anger over not getting a freebie. But I wrote this letter for two reasons:
1. HTS has been getting bad with customer service lately
2. When you protest someone, you have to inform them WHY you are protesting them.
The only thing I forgot to do was sign the letter...DOH!
Hello, I am writing this to inform whomever it concerns that I will no longer purchase items from your store and will encourage everyone I talk to to do the same. this is due to the inferior customer service I have recently recieved.
On October 21st 2008 I recieved the monthly Hasbro Toy Shop catalog. This particular issue had an offer about a free GI Joe magnet with every order of $25 or more. Later that day I placed two orders on your website for two GI Joe DVD packs each totaling around $40 per order (2 DVD packs per order. Order #'s 30131218 & 30131215) I received the items promptly, but there was no free magnet in either box. I then called the customer service phone number near the end of October and was informed that I would recieve one magnet shortly.
One month after I originally placed the orders in question, I recieved a phone call from a Hasbro Toy Shop Customer Service Representative (Call was recieved at 4:30pm on Friday, November 21st) asking about the claim I made about the magnet when I first called. I was then informed that perhaps you were sold out of the magnets when I placed my order and that I would not recieve one now. I just checked your site today (4:30pm Friday, November 28th) and I see that you are still offering the free magnet.
I hate to get upset about something as trivial as a free magnet, but I feel the false advertising and blatant lies I have been shown by your company reflects so negatively that I no longer wish to support your business practices by never shoping at your store again and referring everyone I can to shop elsewhere as well.
|11-28-2008, 06:08 PM||#2|
Iron Grenadier Sorcerer
Join Date: Feb 2008
Location: The Silent Castle
I thought bad customer service was just part of their business, like the Soup Nazi except with toys.
|11-28-2008, 06:09 PM||#3|
Join Date: Feb 2003
Location: Greensboro, NC
|11-28-2008, 06:11 PM||#4|
Father of a little Viper
Join Date: Jan 2008
Location: Columbia Missouri
I totally agree with you on this. You handled this quite calm and in a professional manner. If they aren't going to be sending the magnets, they should really stop telling people they are getting them with their orders. My order placed recently said i was going to get the magnet as well but now i won't look forward to getting it...
Selling my entire collection... Check it out...
My feedback thread...
I have won over $500 worth of Amazon gift cards. This link will show you how...I have also won 4 $20 Target cards...
|11-28-2008, 06:11 PM||#5|
Join Date: Aug 2008
Damn im startin to hate hts
|11-28-2008, 06:12 PM||#6|
So much drama 'n the LBCs
Join Date: Jul 2008
Location: San Francisco Bay Area
I'm mad over my HTS shipment of Wave 11.
I have 2 orders, both made over a month ago.
I got a shipment notification, and was super happy. Then realized it was only for Scarlett from Wave 11.
Normally, I'd just be irritated but not mad. But I'm going to be out of town from Dec 20th or so through the New Year, and don't want to have any shipments left at my non-secure front door.
I don't expect the shipment to make it here before then if it doesn't ship by Monday.
HTS now has all of Wave 11 listed as "shipping within 1 business day". Which is total crap, since I and plenty of others have had orders made for over a month now.
Anyways, I agree. Some people will gripe that it's just "nerd rage" and we need to grow up or not be so impatient. But with the standard shipping time set by online retailers now, once something is scheduled to ship, it shouldn't take longer than 2 weeks to get it, shipped within the Continental U.S. No matter what it is. You paid good money for something you ordered, you should get it.
I even contacted HTS Customer Service 2 days ago. I know there's been the holiday, but I've not heard a reply beyond their automated "we care" e-mail.
|11-28-2008, 06:34 PM||#7|
Join Date: Dec 2007
Location: Knox TN
Over a magnet that isnt all that? You can have mine....
|11-28-2008, 06:38 PM||#8|
Join Date: Dec 2007
I'm thinking they're waiting for people like us to cancel re-order, that way we don't get 20% off maybe
The last time I had a 'partially shipped' order, they shipped the rest rather quickly....
|11-28-2008, 06:39 PM||#9|
Join Date: Jul 2008
I'm having problems with HTS as well and I am seriously thinking about not ordering from them anymore.
My wife ordered 5 figures from wave 10 for me and they didn't arrive. According to usps track & trace service it was delivered 2 weeks ago yet she didn't receive it!!!
She emailed HTS about it and they still didn't reply back after a week. Their customer service is really bad. She filed a claim for it at usps as well. They have been very helpful and I hope she'll still receive the package although it looks bleak.
The previous orders from HTS haven't been great either. One order had crushed blisters and damaged cards due to their way of poor packing.
It's also very annoying how HTS ships a lot of figures separately in their over sized boxes from 1 single order where all figures are listed as in stock and ready to ship.
Right now I have another problem with the last open order which was placed together with all the other figures back in October. It's been 4 days past the Expected Ship Date of 11/24 of wave 11 and still no news from them. Normally it's no big deal for me to wait longer, but since my wife is leaving the country in a week, it's cutting short.
I am thinking about canceling the open orders but am afraid they've already charged me for shipping from the last packages and it could mess up the other order which has been "mis delivered".
It's been nothing but a row of bad experiences at HTS so far. I'm sure this will be the first and last time my wife and I are ordering from them.
To sum it up:
- Poor customer service, No email reply's back at all
- Crushed & damaged packaging & figures
- Mis delivered / Missing Package
- Many multiple packages from only 1 order shipping simultaneously
- Late with shipping and no updates why
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