Monster High Dolls .com

News and Reviews of Monster High Dolls, Plush Toys, and More!

Just in case anyone is curious (and cares to read through a pretty boring and somewhat annoying chat...) this is my transcript from my online chat with customer service re: replacement arms for broken dolls...


UGH (but maybe okay, especially since the Cleo's referred to are the "play" dolls and I still have my displays...


Not sure I am going to even spend the money on the postage. (Incidentally, the arms are actually LOST as well as broken)


Here it is:


Customer Chat

Chat Transcript

Please wait while we find an agent to assist you...

You have been connected to MATTEL.

MATTEL:  Hi Lisa, thank you for contacting Mattel. My name is Susan. How can I help you today?

Lisa *******:  Hi. We have several Monster High dolls whose arms have snapped off in the sockets and are now not functioning.

Lisa *******:  I see that I can order replacement arms for Lagoona

Lisa *******:  However, we also have 2 Cleo de Nile's and a Ghoulia who have the same issue

MATTEL:  I can assist you with this. Are you referring to the lower arm/hand?

Lisa *******:  Is it possible to get replacements for those dolls too?

Lisa *******:  yes, at the elbow

Lisa *******:  where they normally come off

Lisa *******:  but the peg broke off

MATTEL:  I would like to set up a return for you. If you can send the dolls to us, we will be able to send you either a replacement product, if available or a voucher. Can you print from your computer if I send you a return label by email?

Lisa *******:  I don't want to return the dolls altogether, as they are no longer available in most stores

MATTEL:  I do not have replacement arms/hand available for all the dolls. I am sorry.

Lisa *******:  hmmm.

MATTEL:  Which Cleo dolls do you have?

Lisa *******:  Do you know if they will be available in the future (like lagoona's are?)

Lisa *******:  One is a Gloom Beach, the other is Wave 2

Lisa *******:  The Ghoulia is the Gloom Beach

MATTEL:  What is Wave 2???

Lisa *******:  School's Out line

Lisa *******:  (Basic, 2011, with diary)

Lisa *******:  Actually that one is available in stores, so maybe I could send that one back

MATTEL:  I would need all three dolls returned to either replace them or send a voucher to purchase replacements.

Lisa *******:  Is it possible to send just the Cleo's and not the Ghouia? I tried to purchase a used one on ebay just for the arms and people want a ton of money, so I know they are scarce

Lisa *******:  I guess Ghoulia can have one arm

MATTEL:  Lisa, one moment please.

Lisa *******:  she is a zombie

Lisa *******:  okay

Lisa *******:  thanks

MATTEL:  You have Gloom Beach Cleo and a Gloom Beach Ghoulia. Correct?

Lisa *******:  Yes

Lisa *******:  and a Schoool's Out Cleo

MATTEL:  The second Cleo is not schools out. Which one is she? What is she wearing?

Lisa *******:  She is wearing leggings and has a headband

Lisa *******:  She has a diary, but it's the second diary

Lisa *******:  not the one with Deuce

MATTEL:  Please hold a moment.

Lisa *******:  thanks

MATTEL:  Ghoulia is not gloom beach. What is she wearing?

Lisa *******:  She came in a 5 pack from Target

Lisa *******:  red shorts/swimsuit

Lisa *******:  http://www.amazon.com/Monster-High-Cleo-Nile-Doll/dp/B0058NTKB4/ref...

Lisa *******:  that is cleo

Lisa *******:  http://www.amazon.com/Monster-Draculaura-Clawdeen-Frankie-Exclusive...

Lisa *******:  that is the 5-pack with Ghoulia & Cleo

MATTEL:  Thank you. Please hold.

Lisa *******:  thanks

MATTEL:  I have replacement dolls that I can send. They may be dressed in a different fashion though.

Lisa *******:  Is it possible to send the Cleo's and not the Ghoulia? I can live with her having just one arm, I don't want to chance not getting a Gloom Beach version.

MATTEL:  You will get a replacement Ghoulia dressed in another fashion.

Lisa *******:  For instance, if you were to send the Skull Shores Ghoulia instead of Gloom Beach. It's a replacement in a way, but they are all different

MATTEL:  Yes, I know.

Lisa *******:  We have a Skull Shores

Lisa *******:  I would like to just send the Cleo dolls and forget about Ghouila

Lisa *******:  I would rather keep a broken one of that version

MATTEL:  Okay, let me get a little more information on the Cleo dolls. Do you have both dolls with you?

Lisa *******:  No, I am at my office, I can probably find a receipt though since I purchased online

Lisa *******:  would that work?

MATTEL:  I am looking for the date codes that are molded into the dolls' back. When did you purchase the School's Out version of Cleo?

Lisa *******:  I just found my amazon receipt.

Lisa *******:  She was purchased on 7/29/11

MATTEL:  The email I send you will arrive in the next 36 hours. It will contain the return instructions and a United States Postal Service traceable return label. You will need to pay the postage when you return your Monster High Dolls. . It is important that you obtain a receipt of postage paid, as proof of mailing. Please read and follow the instructions in your (email/letter) carefully to ensure that your package is processed properly. The entire return process can take up to 6 weeks.

Lisa *******:  thanks

MATTEL:  You will receive two mailing labels for two dolls to be returned.

Lisa *******:  ok, great

MATTEL:  If you change your mind and want to return Ghoulia as well for a replacement doll, you will need to chat back for a third label.

Lisa *******:  ok, sounds good

Lisa *******:  thank you

MATTEL:  You will send both dolls back together, put one label on the outside of the box and the other inside the box with the dolls.

MATTEL:  What is your mailing address please?

Lisa *******: 

Lisa *******: 

Lisa *******: 

Lisa *******: 

MATTEL:  Please remember to check all your inbox folders including junk, trash and spam for the return labels.

MATTEL:  When was the other Cleo purchased?

Lisa *******:  Ok

Lisa *******:  The other Cleo I may have purchased in-store (or else I may have deleted the email)

MATTEL:  When?

Lisa *******:  actually, I will check amazon

Lisa *******:  almost as soon as she was released

Lisa *******:  I'm checking my order history with amazon, but i'm not sure if that's where i made the purchase, I also shop at Toys R Us often

Lisa *******:  one moment

Lisa *******:  I am checking

Lisa *******:  I did not purchase her on amazon, she may have been in-store

MATTEL:  That's fine. I will put Toys R Us roughly the same time as the other Cleo?

Lisa *******:  Yes, I think that is probably accurate

Lisa *******:  definitely in 2011

Lisa *******:  spring/summer

MATTEL:  I do not have a gloom beach Cleo, but I can send another Cleo dressed in a different fashion.

Lisa *******:  Do you know which one?

MATTEL:  Dead Tired

Lisa *******:  ok, I think that will be fine

MATTEL:  Thank you. I have two labels being emailed to you for the return of two dolls for replacement.

MATTEL:  Is there anything else I can help you with today?

Lisa *******:  No thank you!

MATTEL:  You are very welcome. Thank you for contacting Mattel. Have a nice day!

Lisa *******:  You too

Views: 8542

Reply to This

Replies to This Discussion

Thanks for posting this! I have an issue with my basic Draculaura's lower arms & was wondering what to do about it. I don't know why Mattel only has Lagoona's arms for sale.

 

Now that I think about it, the best option would be to just buy a $12.99 doll, pop off the parts you need & then sell/trade the other parts & outfit. I would definitely do that with the Gloom Beach Ghoulia. I'll probably do that with my Draculaura too.

They had a lot more arm/hand sets available for other characters before the holidays... I'm sure they just ran out of all but the few left.

Matt

I had the same problem they didn't send me anything except a voucher.

We gave one of those to my niece and one of the arms fell off and got lost after one week! I suggested my sister to tell my niece monsters are like that - armless, and what not - but my sister's solution was even better. She explained to my niece that her doll has a disability now and my niece should help her doll get used to it. Obviously I am not buying any more of those dolls. The arms should stay in place and not fall off just like that.

im sorry this made me giggle 

Arrueira Vermelha said:

We gave one of those to my niece and one of the arms fell off and got lost after one week! I suggested my sister to tell my niece monsters are like that - armless, and what not - but my sister's solution was even better. She explained to my niece that her doll has a disability now and my niece should help her doll get used to it. Obviously I am not buying any more of those dolls. The arms should stay in place and not fall off just like that.

:) My sister calls that "inclusive education". I think it is brilliant :)

Usagi Houkou said:

im sorry this made me giggle 

Arrueira Vermelha said:

We gave one of those to my niece and one of the arms fell off and got lost after one week! I suggested my sister to tell my niece monsters are like that - armless, and what not - but my sister's solution was even better. She explained to my niece that her doll has a disability now and my niece should help her doll get used to it. Obviously I am not buying any more of those dolls. The arms should stay in place and not fall off just like that.

I had a pretty similar experience with them after I complained about my Picture Day Cleo & Abbey having huge bald spots where they didn't bother putting any plugs in. I was supposed to send them back, but they wouldn't guarantee that I'd get the same exact dolls or that they'd have as nice of a faceup, or even that they wouldn't also have bald spots. In the end, a very kind member of another forum I frequent sent me a message offering to add plugs to both of their heads for free since they already had the hair available. I was happy I didn't have to send them back in the end because Cleo, especially was so hard to find and I'd wanted her for so long. I think in that case, I was kind of disappointed in their customer service. I mean, it wasn't the worst I've dealt with, but I definitely got the impression that the cs rep didn't really care if I got a replacement with the same or worse issues. I also was upset that they expected me to pay return shipping. Most companies I've dealt with don't make you pay return postage if the item is defective. I think in the end, what made everything even more disappointing was the fact that my previous experiences with them have been great. The first few times when I'd report an issue, I'd be sent a replacement doll, whether I asked for one or not and they were sent via UPS 2 day shipping. I never had to send my dolls back.

I think this may have to do with the thought that folks might have been fibbing about broken dolls, or that they really need to track which dolls have had flaws in them to correct the flaws. They might be actually trying to find out if they need to do the dreaded "R" word (recall).

 

Just thoughts, but I do agree with you all about the quality of customer service. They need to at least pretend to care.
 
ShortyBoo said:

... I also was upset that they expected me to pay return shipping. Most companies I've dealt with don't make you pay return postage if the item is defective. I think in the end, what made everything even more disappointing was the fact that my previous experiences with them have been great. The first few times when I'd report an issue, I'd be sent a replacement doll, whether I asked for one or not and they were sent via UPS 2 day shipping. I never had to send my dolls back.

does anyone have the contact info (phone #, mailing address, etc) for Mattel? 

Funny.I kinda told my daughter the same thing after getting a lot of armless dolls.Also when we don't have enough wigs for the CAMs I tell her the doll is going through treatment and she only wears a cap.It helps children realize we are all different but it's ok.....Since we are talking about arm replacements..does any1 have extras??? :-) .Also..any1 has ever replace the whole arm?? I have 2 Clawdeens with right upper arms chewed up (yes chewed up) any ideas appreciated. Thanks.

:) My sister calls that "inclusive education". I think it is brilliant :)

Usagi Houkou said:

im sorry this made me giggle 

Arrueira Vermelha said:

We gave one of those to my niece and one of the arms fell off and got lost after one week! I suggested my sister to tell my niece monsters are like that - armless, and what not - but my sister's solution was even better. She explained to my niece that her doll has a disability now and my niece should help her doll get used to it. Obviously I am not buying any more of those dolls. The arms should stay in place and not fall off just like that.

The Liv doll wigs fit the MH dolls. My husband and I are going to cast a MH wig mold for making our own wigs for the CAM dolls.

Thanks for posting this conversation!!! My draculaura and lagoons arms have both snapped of. Right now there arms are taped but now I now I can get a replacement

RSS

© 2020   Created by Stu Carter.   Powered by

Badges  |  Report an Issue  |  Terms of Service