The Franklin Mint has Horrible Customer Service! I purchased a $135 Grease Sandy doll earlier this year. The invoice stated "Send no money now, you will be sent a bill..." I Never received a bill and sent 2 payments in on my own to pay off the doll
I then received 2 doll outfits over the course of 3 months. Again, the invoice stated not to send money, etc. Again, I received NO bill and sent payments for the outfits on my own. Suddenly, I started getting numerous phone calls from Franklin Mint's Customer Service Line.
When I called back I was told that I was 3 months Past Due in paying off the doll. I was pretty angry about this but remained calm and went through my checkbook with the representative on the line. We finally determined that the 2nd doll payment I sent in had been applied to the first doll outfit. The doll itself, therefore, remained unpaid.
The next day, I received a letter from a collector threatening to report me to a Credit Bureau if I did not pay for the doll. That sent me over the edge! I had to phone the Customer Service Line 3 times and explain my story over & over again. A supervisor was supposed to call me within 30 minutes of my call & didn't call me until late the next day!
No one could provide an executive name or phone number so I could complain to someone hight up at The Franklin Mint&they seriously told me that they didn't have numbers for executives and didn't know their names! This was particularly frustrating! I sent numerous e-mails to their web site and didn't get anywhere there. Finally (after I threatened to report them to the BBB of PA), they provided me an address and phone number for the Office Of The President. I sent a detailed letter over 2 weeks ago and never received a reply.
To top it all off, The Franklin Mint issued another Sandy Grease doll which cost $45 less than the one I bought! While the doll itself and the outfits are of great quality, The Franklin Mint Stinks when it comes to answering to their customers. They didn't mind taking my hard-earned money but heaven forbid someone be held accountable for my dissatisfaction!
Beware of dealing with the Franklin Mint. If you have any problems, don't expect a satisfactory resolution. Once they have your money in their pocket, you don't exist anymore. I'd rather buy Mint related items through third parties (like eBay sellers for example), than have to deal with a bunch of people who don't even know who they're working for!
Michael
Philadelphia, Pennsylvania
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