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Business Profile

Commercial Manufacturers

Mattel, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Commercial Manufacturers.

Complaints

This profile includes complaints for Mattel, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Mattel, Inc. has 15 locations, listed below.

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    Customer Complaints Summary

    • 149 total complaints in the last 3 years.
    • 37 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/22/2023

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello. I have a couple of complaints with how customer service is, product quality, and how the website functions. 1) I had messaged several times through a contact form with zero response. I had to call in and the person found my message. Messages are being ignored. If you aren't going to respond, I am not sure why you have a contact form even available. 2) When the person on the phone sent me a message and asked me to attach pictures I got an auto response saying the inbox was unmonitored. I had to call back in the following week to ask if it was even received of what had been asked of me. 3) I got two orders in a row with issues. First the box was not closed properly prior to tissue paper being wrapped around it. The box came dented fully on the top. I was told on the phone it is checked prior to wrapping it but that obviously does not happen. I then got another order of another doll and there was a white circle where makeup was missing on the eyeshadow. I don't undertand how such low quality is being produced and shipped out when you are charging $50 and $100 plus for a doll. 4) I was told to return the dolls with issues for an exchange, which I have done promptly. I was sent a ***** smartpost return label so it takes absolutely forever to get to you. I saw one doll has been received back; however, I have received no confirmation my return was received. And if I go into the order history it says fulfilled with zero notes about a return or exchange.Please let me know what is going on with the returns/exchanges, and why you are not showing or communicating that you even received the doll back. I know there is no eta for the replacement but I am showing no information on a return/exchange at all in my order history and there should be. I'm concerned my this will be lost in the shuffle and forgot about. I know you run on shopify, and I build shopify stores. If you don't put anything as a return/exchange it shows your order fulfilled and done.

      Business Response

      Date: 05/24/2023

      We've reached out to this consumer and the issue is resolved. 

      Customer Answer

      Date: 05/24/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***************************

    • Initial Complaint

      Date:05/08/2023

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On March 19, 2023, I placed an order for *************************************** Inspirational Barbie. The order number was CHP2522307 and the price I paid was $45.31 As of today I have yet to receive my order. I have spoken with a Mattel Creations customer service representative on March 23rd March 27th, April 3rd, April 10th, April 20th and May 2nd. I was assured each time the order was watiting in the warehouse to be shipped but they didnt know when. The business has refused to refund my order and I have been told that because the order is being processed and that a refund is not an option.

      Customer Answer

      Date: 05/08/2023

      ***********************************

      ******** ** 29203

      Business Response

      Date: 05/11/2023

      We've reached out to the consumer and resolved the issue for her. 

      Customer Answer

      Date: 05/11/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***************************

    • Initial Complaint

      Date:05/04/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On April 20 I purchased 3 dolls through Mattel Creations website, along with a membership. To this date I have not received the most expensive of the 3, valued at $100. I have reached out to customer service twice and have not been given a definitive answer as to when I may expect the doll to ship NOR can I get my money back which at this point is what prefer.

      Customer Answer

      Date: 05/04/2023

      Full mailing address is:

       

      *******************

      *******, ** 38109

      Business Response

      Date: 05/09/2023

      We've reached out to the consumer and this issue has been addressed. We have provided the tracking number. 

    • Initial Complaint

      Date:05/04/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a toy for my daughter it is the crawl with me puppy by fisher price I paid $29.99 for the toy and she had it for a week and it stopped working I didnt pay that much money for a toy not to work I can not return it to the store because I threw the receipt and packaging away thinking I wouldnt need it I would like refunded or sent a new toy that actually works I contacted customer service and never heard back from them

      Business Response

      Date: 05/08/2023

      We've reached out to the consumer by telephone and resolved the issue.

    • Initial Complaint

      Date:05/04/2023

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On April 11, 2023, I placed order CHP2677866b for two He-******** action figures from Mattel Creations. The next day I received an email stating that my order had shipped via ***** with tracking number ************ and that my order had been fulfilled.On April 20, 2023, I contacted Mattel Creations about my order via their web form because ***** was still waiting to receive the package from Mattel. I received no response, so I tried again with their web form on April 21 and still received no response. I also contacted ***** and was advised that they had not received the package from Mattel.On April 24 I called Mattel customer service to check the status. The representative advised that ***** had the order but there was a delay and that it would arrive shortly.On May 1 I called Mattel customer service again and was given the exact same information. I asked to speak with a supervisor since the representative was unable to help me and was told there wasn't one available. The representative then confirmed my contact information and promised that I would receive a call from a supervisor no later than May 3. No one called or emailed me.Mattel has taken my money, marked the order as fulfilled but has not shipped the order. As of May 4, 2023, the tracking number ************ still says that ***** has not received the package.

      Business Response

      Date: 05/08/2023

      We've reached out to the consumer and the shipping issue has been resolved.

      Customer Answer

      Date: 05/10/2023

       
      Complaint: 20017100

      I am rejecting this response because:

      I received a call from a very nice representative who finally acknowledged that my original shipment was lost and would not be delivered. I was told that a new shipment was created but a tracking number wasn't available yet. It is two days later and I still have not received the updated tracking number.


      Sincerely,

      *************************

      Business Response

      Date: 05/10/2023

      We reached out to the consumer and left a voicemail and sent two email follow-*** today. The replacement order has already been placed and we will provide the tracking.

      Customer Answer

      Date: 05/19/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *************************

    • Initial Complaint

      Date:05/02/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order with Mattel Creations via their website ********************************************************* for item Little People Collector Run DMC Figures (order # CHP2521157) on March 18, 2023, and I have not yet received the item that I paid for or the refund that I have requested. The website shows the item to be in stock but they have not sent it. My account with them shows the order status as unfulfilled. I have filed multiple complaints with them (case ********, ********) but they have not provided an explanation or offered a solution. I have requested a refund for the amount of $29.17 that I paid for the item. I feel they are being deceptive by showing they have the item in stock but failing to ship it after 40+ days.

      Customer Answer

      Date: 05/02/2023

      ***********************************************************

      Business Response

      Date: 05/08/2023

      We've reached out to the consumer by phone and email and the issue has been resolved.

    • Initial Complaint

      Date:04/26/2023

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order #: CHP2265087 Order Date: 1/13/2023 Order Details:Monster High Skullector ********************* 2 Ships on or before April 07, 2023 Subtotal $130.00 Shipping $6.95 Taxes $9.30 Total $146.25 USD Initiated Correspondence:2/26/23: I reached out as to when i would get my two items i ordered.Mattel Response: backordered until July 4, 2023. Please note that this date is an estimate, and your item may ship before or after this date.********************Mattel ******** Services 4/1/23: I asked that if i wont have my items by July, that they cancel the order, because Ill be moving before then.Mattel Response:Please know that your Monster High Skullector ********************* is currently backordered until April 7, 2023. ********************Mattel ******** Services I called Mattel after this correspondence and was assured by a rep on the phone that my item would ship on or by April 7. I never received confirmation that it shipped.4/19/23 I emailed Mattel again to find out the status of my order and have heard nothing back.Ideal Resolution:I want to know the status of my order, because the order confirmation says it will be shipped on or before April 7th. I was told three different things by two different people when i reached out about my concerns, and none of them have been truthful. Mattel, specifically ******************** From customer service, has refused to return correspondence for a product that I purchased.

      Business Response

      Date: 05/08/2023

      We have contacted the consumer by email and telephone, and we are addressing her concerns.

      Customer Answer

      Date: 05/09/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      Chalet ****

    • Initial Complaint

      Date:04/25/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      this complaint is straight forward and with documented merit.1. mattel *** did knowingly engage in a "on-line" product sale on 4-25-2023 @9:00am.2. as documented by attached screen shots, i can prove that i not only had full intention of ordering offered product ,but also contacted mattel *** via their own customer resolution forms.3. i suggest that mattel ***. both falsly and knowingly operate a sales system that denies a substantial amount of their consumer base and indirectly discrimates against customers that have little to no advanced, high speed connections.4. it is further alleged that mattel ***. operates a membership platform that is monetized under the consumer belief of "members only" promotions, while actualy providing little opportunity for the consumer as their sales platform often fails. ( this has been documented numerous times both in official and fan based forums.5. mattel ***, does little to correct known problems in its sales platform and continues to mislead and profit from its consumers and members.6. acceptable resolution.1a. mattel ***. satisies the order in which i placed, no substitution.2a. matel ***. issues member apologies and concedes that its online sytem, is both deceptive and misleading.

      Business Response

      Date: 04/25/2023

      We are reaching out to this consumer by email and by phone to help. We have not been able to reach a voicemail to let him know yet. 

    • Initial Complaint

      Date:04/17/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I pay for a membership through Mattel Creations that is supposed to give me access to exclusive product sales. On multiple occasions, most recently being Tuesday April 11 2023, Ive been refused access to the sales that Ive paid to access and refused service on the online shop because of it, despite paying for said access. These are limited time sales that have now ended, so fixing my account accessibility wont recover what Ive paid for but missed out on. After repeated attempts to contact customer service, the only response Ive gotten is a completely blank email.

      Business Response

      Date: 04/18/2023

      We've spoken to the consumer and addressed his concerns. 

      Customer Answer

      Date: 04/18/2023

      Mattel has offered a solution to my issue, although has given me an estimated wait time of 2 weeks to 2 months before possible resolution can be acted upon. 

      I accept the solution as it stands, and will follow up at the end of said window of time if solution has not been acted upon. 

    • Initial Complaint

      Date:04/12/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This complaint is for the release of the highly anticipated RLC Exclusive Pink *************** Skyline GT-R that was released today, April 11, 2023. Here is the direct link to the sale: ************************************************************************************************************************ I have been a redline club member through Mattel for many years, however, today's sale violated regulation and policy. When an item is released and goes on sale, you add the item to your cart and wait in line until its your turn to pay which can take minutes and many times it sells out if there is high demand. Today's sale was different. The item was added to the cart only to find out that "cart is empty" after 5+ minutes waiting in line so the product could not be bought. 30 minutes + later me and thousands of buyers found out on our own that in order to add the item to your cart, a second item needed to be added to your cart in order for the sale to go through. This was not communicated to the buyers prior to the sale and buyers had to figure it out on their own. Because of this, me and many others were not able to purchase this product. By the time we found out the "loophole" or "trick" to buy, it was too late and product was sold out.Mattel has never conducted business in this manner and nowhere on the website did it say a second item had to be purchased. This sale was misleading and violates how they do business. A complaint email was submitted to Mattel today

      Business Response

      Date: 04/13/2023

      We have reached out to the consumer to address his concerns. 

      Customer Answer

      Date: 04/15/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      Kaveh Motedaeiny

    Mattel, Inc. is NOT a BBB Accredited Business.

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