I just wanted to give everyone here a heads up about TWO horrific situations I've had recently with HTS. I want everyone to be aware of this so no one else has to ever deal with something like this again. I ordered a Animated Voyager Optimus Prime and returned it because it was defective. All I wanted was a replacement and I still have not recieved my REFUND 4 months later. Here's the experience that I had: 8/14/2008--Placed an order for an Animated Voyager Class Optimus Prime 8/22/08--Recieved order 8/26/08--Sent item back for a replacement because item was defective. 10/1/08--Called Customer service to check on order because I had not recieved replacement. Was told by Scott that a manager would call me back. 10/3/08--Recieved call from manager who told me to "wait a couple more days" and call back the following Tuesday or Wednesday which ws very unprofessional. 10/7/08--Called customer service and was told by Michelle that an escalation would be put in place with the head office and someone would be in contact with me because Hasbro Toy Shop could not find my return. 10/10/08--Representative called me to tell me that my replacement had shipped and I should be recieving it in 7-10 business days. 10/23/08--I called customer service back once again because I still hadn't recieved my replacement item. I was told replacement WAS NEVER SHIPPED even though I was told that it was. Representative opened escalation #### and I was told a manager would call me back. 10/27/08--My wife called to check on the status of this order because a manager never bothered to call us back. She was told a manager would DEFINITELY call us back the next day. 10/28/08--My wife called back late in the day.....a manager never called us back. She was told the money would be refunded as of 10/24/08 because the item was no longer available. We were never notified of the refund on 10/24. 10/29/08--Keith (manager) called me to tell me that the money was definitely being refunded 12/1/08--Called customer Service to find out where my refund was. I was told it was mailed on 11/26/08 12/10/08--Still have not recieved refund check......still not sure why refund check was mailed and not credited back to my credit card. Ok Here is a totally separate experience: 12/4/08--Cancelled My preorder for two Universe Special Edition Overkills because money is tight and I can no longer afford them. 12/10/08--Recieved email saying my order had shipped. Checked my account online and called customer service. Found out that they still shipped one Overkill from the original order and charged me $20. Spoke to manager and now I have to wait on a 2nd refund even though money is extremely tight. (I was laid off at work.) Sorry this was so long. I just wanted to make sure that all of my fellow boardmembers see how HTS does business and hopefully you all avoid them at all costs!! It's NOT worth the hassle and aggrivation. Their customer service is PATHETIC. We all know how well a good store like BBTS would've handled these types of situations. Yeah they charge more but, the stress and aggrivation you get from HTS is worth paying a couple bucks extra at another place.