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Original poster

MATTEL RECALL SOME TOYS.....

115 replies

tiredemma · 14/08/2007 15:35

from the beeb

recalled toys

mainly platic stuff but someone may have some lurking in a toy box somewhere.

OP posts:

bagpuss · 17/08/2007 16:09

I have today had a lovely chat with a lady from Mattel who phoned to offer us £58 (full value) for our defective toys. I have opted to spend on replacement items from their catalogue as dd is quite keen on more polly stuff or maybe some barbie instead. I am quite pleased with that as is dd, although obviously the pre-paid label and catalogue haven't arrived yet, Mattel seem to be moving fairly quickly to sort the problems out.

LIZS · 17/08/2007 16:18

that was quick Bagpuss, what's your secret ?! Now not expecting a call before mid next week according to their last email and it would have been nice to have resolved this in time for dd's b'day. We looked in Woolworths and a local toy shop today and the PP range looked pretty pathetic. Once you opt to be sent the catalogue do you forgo a refund ?

bagpuss · 17/08/2007 16:39

I have no idea Liz! I really just e-mailed and waited in the queue so to speak. I was quite surprised to get a call this quickly tbh. They didn't offer us a refund, which I'm OK with as dd likes polly and wants it replaced.

LIZS · 17/08/2007 16:40

So what was the alternative to choosing from the catalogue ?

bagpuss · 17/08/2007 16:44

There wasn't. She just said that was what they were proposing to offer us and as I was happy with it I really didn't question further. I suppose it will be difficult if you no longer want polly toys or anything else mattel make. I will update further when I know what is in the catalogue.

SlightlyMadSpider · 17/08/2007 22:21

Hi,

I went to TrU today with 4 items and got a full refund (credit note to spend in TrU - valid for 12m). No quibble, didn't even check the pieces. There wasn't even a queue.

I did ask about my other 2 items, which I am not sure where they were purchased. They willl take them both - but I will only get last saleable price for them - which for one of them was half what it has been on sale for (House of Style - offered £15, think it was originally worth £20-30?).

They have a list of things they have previously sold and what they havn't. If they have never sold it they won't refund it. About 3/4 of hte recall list they will refund.

A lot less hassle than dealing with Mattel (although I will be contacting them with my House of Style, so I can hopefully get full value), and DTDs could have something to replace the toys straight away (although they don't want PPs again as they may make you poorly and have to be thrown away ).

If you decide to go to TrU - I advise you to get the reference number (e.g. J1659 for the limo) of the Mattel website as it helps to identify your product so they can et a SKN number which has to go thru the till.

LIZS · 24/08/2007 09:50

bagpuss have you had your catalogue/replacements yet ? No call back here yet and am wondering what will happen if we decide there isn't much we want from it or they have run out of our choices by the time they get to us.

McEdam · 24/08/2007 10:02

stripey, that's illegal. If you return a faulty item, you are entitled to a FULL refund, not the last selling price under the Sale of Goods Act.

You don't need a receipt. Proof of purchase could be, for example, a bank statement showing a debit card transaction to the store. What's more, because there is a recall affecting toys they have sold, they should be doing everything they can to help customers, not fannying about.

Write to the store, pointing out they have broken the law and you are demanding a FULL refund plus compensation for your time and trouble. Warn them if they don't respond promptly, you will go to the Small Claims Court (no solicitor required and you don't have to pay the other side's costs even if you lose).

McEdam · 24/08/2007 10:03

Btw, you don't have to take a credit note if you don't want one, Sale of Goods Act says refund - you can choose a credit note but the store can't insist on you, you can take cash if you prefer.

LIZS · 24/08/2007 10:03

According to Consumer Direct they can give a partial refund unless you can show proof of the price you paid.

McEdam · 24/08/2007 14:40

True, but proof doesn't have to be a receipt, as I said it could be a bank statement.

And frankly TRU would look pretty bad in PR terms if a parent went to a newspaper or TV programme to complain about being fobbed off when the company now knows perfectly well they have been selling dangerous toys.

LIZS · 24/08/2007 18:30

Still nothing - was supposed to be 3-5 days as of last Friday and am getting . Agree proof of purchase isn't necessarily a till receipt and that it isn't morally right to part refund but that was the consumer advice I was given.

Califrau · 24/08/2007 18:35

This reply has been deleted

Message withdrawn at poster's request.

bagpuss · 24/08/2007 21:25

We have our catalogue, yes, and I haven't done anything really with it because we are off on hols tomorrow and I didn't want a delivery turning up in our absence. There are not that many replacement items of a polly nature in the catalogue but there is a small selection of barbie and pixel chicks and quite a few of the other toys mattel make. I think that dd has chosen 3 new Polly sets and maybe wants a pixel chick thing too so that should use up all out credit. Liz, I would maybe e-mail them again. Our catalogue came on monday and I only spoke to the customer service rep on friday.

LIZS · 27/08/2007 22:15

aargh . Tried to email again and had an automated reply now stating a delay of 10-12 days for a response.

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