UPDATE: Hasbro Responds! - Stop Dangling Carrots In Front Of Our Noses!

UPDATE: HasbroToyShop.com responds to Kevin's email! Click through for their response!

If you haven't heard, the HasbroToyShop sale of the Revenge Of The Jedi Death Star was an utter and complete debacle! Emails are pouring in from readers, many of which we cannot reprint due to the "hateful" tones and profanity, but Hasbro has really screwed over a plethora of collectors. Click through to see one letter we can reprint for you by JTA reader Kevin, who wrote to HasbroToyShop.com customer service.

Kevin writes:

Hi Paul,
I'm sending you this email I just wrote to Hasbro and I thought you might be interested in reading it. I read your recent column on Hasbro's disregard for us, and I too have had enough.
Kevin

Hi I am writing you this email to let you know how disgusting and furious I am with hasbro and hasbrotoyshop.com. I waited all morning for hasbrotoyshop.com to update their website with the comic con exclusives, and when they were finally available I was unable to place me order. First I tried to place my order online for the Star Wars Revenge Death Star set and was unable to complete my order because your website was not working properly. Every time I clicked on Proceed to check out it froze up on me. No doubt this was because of the high traffic on your website this morning. Then I called hasbrotoyshop.com to place my order and waited and waited and waited for over 30 minutes to find out that you were all sold out of the sets. Well you know what Hasbro, you failed me once again, this time possibly for the last time. It's not bad enough that I can't even walk into a local store to purchase a Star Wars action figure, but I can't even purchase the Star Wars figures I want from Hasbro's own toy shop. The distribution problems is ridiculous and careless. I haven't been able to walk into a store and purchase a new Star Wars figure since last fall. That's just unacceptable and a complete failure on Hasbro's behalf. And now this debacle. You people just don't get it. The reason this toy line even exists or has lasted so long is because of us the FANS. And once again you screw us over! Thanks a lot Hasbro and Hasbrotoyshop.com. I think my days of collecting your toys are over. Maybe my money will go to a company like Sideshow or Gentle Giant which actually know how to treat their customers. Thanks for nothing!!

Former Collector of Hasbro's Star Wars line,
Kevin LeMaire

From HasbroToyShop.com:

Dear Kevin,

Thank you for your e-mail and for your interest in HasbroToyShop.com. We do apologize for your troubles in ordering this year’s exclusive San Diego Comic Con items from HasbroToyShop.com. Due to high volumes of activity on the website today, both the HasbroToyShop.com website and our internal system were moving very slowly and in some cases not loading at all. Due to the website being consistently non-responsive for several hours, many people were unable to secure the exclusive item(s) that they were trying to order.

Unfortunately, when an item is placed in a customer’s cart, the item is not reserved for that customer until the order has been completely placed and the customer receives the order number. Therefore, if a customer added an item to their cart and by the time the customer was able to check out with their order the item was no longer available, this means the item was unfortunately sold out in the meantime.

Unfortunately, there is no reserved stock of the exclusive Comic Con items and once they are sold out on HasbroToyShop.com, there will be no more available as these items were made in limited quantities and will not be restocked at any time.

We would like to apologize for the long hold time that customers experienced during the afternoon on July 26th as there was an inundation of phone calls of customers with questions and concerns in regards to the Comic Con exclusives. Customer satisfaction is very important to us and we always strive to answer phone calls from every customer as soon as we are able.

Again, we apologize that many customers were unable to place orders for the exclusive items they wanted to purchase. These items are made in limited quantities as they are exclusive to the Comic Con convention and a small amount are reserved to be sold from HasbroToyShop.com after the convention for customers who were unable to attend.

We are working with our corporate offices and technical support teams to be better prepared for the release of the Comic Con exclusive items on HasbroToyShop.com after next year’s convention. We apologize again for any inconveniences the website issues and long hold times caused on July 26th. If there is anything else we can assist you with, please let us know.

We greatly appreciate your business. If you have additional questions, please visit our website, www.HasbroToyShop.com, or contact our Customer Service Center via e-mail at [email protected] or phone at 1-800-408-0052.

Thank You,

Chris

HasbroToyShop.com Customer Service

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