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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/10/2023

      Type:Customer Service 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've attempted to cancel a order two times in the last two weeks. No response, no refund or cancelation

      Business Response

      Date: 04/11/2023

      We have reached out to the consumer and the issue has been resolved. 

    • Initial Complaint

      Date:03/28/2023

      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.
      Made an online order with Mattel Creations on 5 March 2023. Payment has been deducted promptly from my credit card via Paypal on the same date. However, order status for CHP2494608 has been still listed as "Unfulfilled" ever since. Attempted to reach out to them via their Contact Us form on their website on 10 March 2023 and only received a Case #******** through a no-reply email address.I am extremely disappointed that I have not received any response or update since it has been 15 working days since my order was made on their website. For a global company to provide no update on my order or even a response to my query regarding my order is downright embarrassing.I have already initiated a dispute via Paypal and look forward to Mattel responding to this, by refunding me in full or expediting my order.

      Business Response

      Date: 04/03/2023

      We've reached out to the consumer several times and weve not heard back yet. However, the issue has been addressed on our end.

      Customer Answer

      Date: 04/04/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution and refund received has been satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:03/17/2023

      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 a pre-order for Bills little people on September 6, 2022. On September 28, 2023, I sent an email to get an estimate of when they would be delivered since I was able to get them in a store. I sent another email on October 21, 2022, to get an idea of when they were going to be delivered. I sent another email on November 28, 2023, to cancel the pre-order of a product after spending 2 months trying to get an update. On December 9, 2022 I got an email that the order was canceled and the original form of payment would be refunded within a week. I have called numerous times to get an update, the most recent on March 7 and today March 16, 2023. The refund has not been processed and they are "working" on it. The phone agent didn't know if the issue was because it was paypal (which is how you had to pay for the order) or not. At this point they could have sent me a paper check or refunded a different card.

      Business Response

      Date: 03/21/2023

      We've reached out to the consumer, and we have resolved the issue. 

    • Initial Complaint

      Date:02/13/2023

      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.
      2023 FEBRUARY 13. MATTEL CREATIONS ORDERS REQUIRE SHIPPING ADDRESS CHANGE DUE TO RELOCATION. ATTEMPTED MORE THAN SEVERAL CONTACTS UTILIZING MATTEL CREATIONS WEB CONTACT FORM WITH NO REPLY NOR CHANGE OF ADDRESS VALIDATED. ADD A NEW ADDRESS FUNCTION ON CREATIONS.MATTEL.COM DOES NOT FUNCTION REGARDLESS OF WEB BROWSER (I.E. CHROME, SAFARI, ETC.); THIS REMAINS TRUE AS OF TODAY. THIS FACT IS DENOTED IN MY COMMUNICATIONS TO MATTEL TO MODIFY SHIPPING ADDRESS FOR THE FOLLOWING REFERENCED ORDERS AS I AM NO LONGER ASSOCIATED WITH THE PRIMARY ADDRESS SET TO "DEFAULT": ******************************************************************************. PRIOR TO SUBMITTING THIS COMPLAINT, THE MAJORITY OF MY ORDERS ASSOCIATED WITH MATTEL CREATIONS WERE LISTED AS PREORDER OR UNFULFILLED. AS OF TODAY, ALL HAVE NOW BEEN UPDATED TO "FULFILLED" WITH ONE REMAINING AS A PREORDER: CHP2089141; YET THE INCORRECT SHIPPING ADDRESS IS LISTED. MATTEL IS TO CONFIRM THAT ALL ORDERS ASSOCIATED WITH MY MATTEL CREATIONS ACCOUNT HAVE EITHER BEEN SHIPPED, DELIVERED, OR NOT; THE **** YET TO BE DELIVERED SHALL BE UPDATED TO THE FOLLOWING ADDRESS: ***** MAGIC ************************************************. PLEASE FIX WEB SITE, CONFIRM MODIFICATION OF SHIPPING ADDRESSES, AND CONFIRM THE STATUSES OF THE ORDERS TO ACCURATELY REFLECT. FEEDBACK TO MATTEL: I HAVE LOST CONFIDENCE IN PURSUING A COLLECTOR'S RELATIONSHIP WITH YOUR FIRM DUE TO THESE ERRORS, THEY ARE UNACCEPTABLE PROVIDED YOUR MARKET EXPERIENCE, RESOURCES, AND **** PUBLICLY TRADED STATUS; AND I AM NOT HAPPY AS A MULTI-YEAR MATTEL CREATIONS / RED LINE CLUB MEMBER AS PAID TO NOT RECEIVE CONSISTENTLY RELIABLE REPORTING ORDER INFORMATION, TIMELY DELIVERIES, AND A FUNCTIONING WEB SITE GEARED TOWARD ADULT COLLECTORS. ALSO, NOT HAPPY ABOUT THE EVIDENT INCREASES IN PRODUCTION LIMITS MAKING A MERELY SPECIAL COLLECTOR ITEM, LESS SPECIAL. THANK YOU.

      Business Response

      Date: 02/15/2023

      We've reached out to the consumer and they have responded and let us know that all their issues have been addressed.

    • Initial Complaint

      Date:02/06/2023

      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.
      This particular product was listed as ***** the day before the sale began but when it went on for sale it was listed as *****. According to the other collectors who have purchased the same product, they were given a refund of $10. But when I contacted them they did not issue me a refund and they stopped answering me when I questioned why others were given refunds but I wasn't.

      Business Response

      Date: 02/08/2023

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

    • Initial Complaint

      Date:02/01/2023

      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 February 2nd I called Mattel Creations about not receiving my *************************** doll on January 31st with order number CHP2248826 Hani requesting a replacement doll where she stated there were no more and I did order one today under order number CHP2326078 and refused to let me speak with a supervisor I am requesting a refund for the first doll and Hani should be terminated completely.

      Business Response

      Date: 02/08/2023

      We've reached out to the consumer and addressed her concerns. 

    • Initial Complaint

      Date:01/13/2023

      Type:Customer Service 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.
      Went to get special buy today that started at noon EST for 2 ****** Mattel Creations dolls. I was signed in and hit BUY at the SPLIT second it started. There were 2 allowed dolls in my cart waiting to pay. It said 3 minutes in line to pay. On the last minute, it said sold out!!!! This happed last year also! This advertising should be illegal and unacceptable as it is very upsetting to their customers. I was buying one of these dolls for someone mentally handicapped. I promised I would set my alarm and be ready to buy; which I did. I called Mattel and they just gave me a run around and pretty much said you are SOL. The phone number I called was ************ at 12:06 PM, EST.

      Business Response

      Date: 01/23/2023

      We've reached out to the consumer to assist her and address her concerns.

    • Initial Complaint

      Date:01/10/2023

      Type:Customer Service 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 one year membership in the Barbie Signature program for $10 on 11/7/22. I was supposed to receive an email with information on accessing my account but never did receive it. I reached out to their customer service on 11/17/22 inquiring when I would receive this email. I followed up again on 11/24/22. On 11/30/22 I finally received a response, they apologized for the delay and advised they had a high volume of requests, and they sent me the activation link. In that email, they also said my membership was good for one year from date of purchase. I emailed them back that same day (11/30/22j that since I'd lost a month waiting for the activation from them, I should be granted an additional month. I was also able to login and access my account that day. However, on a later date when I tried to access my account, I was receiving error messages that my account wasn't recognized. I reached out to Mattel again on 12/17/22 advising I'd been locked out of my account the whole time and thought I should be granted additional time on my membership. To date, I have had no response and still cannot access my account.

      Business Response

      Date: 01/23/2023

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

    • Initial Complaint

      Date:12/22/2022

      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 number ********** was placed on 9/6/2022. Payment was made and product still has not been received. Several emails to company have not been answered.

      Business Response

      Date: 01/04/2023

      Business Response /* (1000, 5, 2022/12/29) */
      The consumer's order has been delivered and we've been in contact with the consumer.


      Consumer Response /* (2000, 7, 2023/01/04) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:12/19/2022

      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.
      Ordered an item on November 15. Today is December 19. The item still has not shipped. There is no update. You can't get through to customer service on the phone. I've completed the customer service form over two weeks ago and still no response. I've paid for the item. I would never order from this site again. It's continuously advertised. I feel like I've been truly scammed.

      Business Response

      Date: 01/13/2023

      Business Response /* (1000, 5, 2022/12/26) */
      We have reached out to the consumer, and left several voice-mails, so we can address her concerns.

    Mattel, Inc. is NOT a BBB Accredited Business.

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