Complaints

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

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  Mattel, Inc.

  333 Continental Blvd # M1-1426 El Segundo, CA 90245-5012

• 

  Mattel, Inc.

  P O Box 388 Webster, NY 14052

• 

  Mattel, Inc.

  2393 State Highway 53 Chippewa Falls, WI 54729-7502

• 

  Mattel, Inc.

  7 N Pickney St Madison, WI 53703-4208

• 

  Mattel, Inc.

  8300 Fairway Pl Middleton, WI 53562-2577

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.

• Initial Complaint

  Date:12/15/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  We are a small minority owned business based in **, our account with Mattel is:
  
  *******************
  Customer Number: *********
  
  We are a wholesale customer of Mattel and are part of key specialty market business account. Our goal (in order to remain active with Mattel is to have $25K a year worth of product SHIPPED to us (not ordered.. but actually shipped). This is a key threshold that Mattel uses in order to keep accounts opened.
  
  We are at $24.1 currently and have been for a long time (months..) despite having a lot of product on backorder. I've been told that there is a "ton" of product on allocation and shipping is very slow currently. As we get close to the end of the year I've gone as far as to authorize to ship ANY product that IS CURRENTLY AVAILABLE just to get us over the $25K. I've emailed multiple times stating I've got to have a confirmation that my account will not be closed. I literally do NOT know what else to do. I keep placing orders and yet my SHIPPED total does not move. It is as though it is by design to keep us under the required $25K shipped.
  
  I cannot allow our account to be closed. Having access to Mattel product is vital to our business.
  
  I need someone in the position to make decisions at Mattel to either authorize additional product to be shipped to us to get us over the $25K threshold for the year OR provide us with a written assurance that our account will not be closed if no additional product ships this year.
  

  Business Response

  Date: 12/26/2022

  We are in direct communication with the consumer regarding his account.

  Customer Answer

  Date: 01/03/2023

  The business is being very responsive. We have not yet reached the resolution I was seeking so too early for me to close the case. Can the timeline be extended or you require case closure within 10 days at this point?
  
  Sent from my iPhone

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2022/12/26) */
  We are in direct communication with the consumer regarding his account.
  
  
  Consumer Response /* (3000, 7, 2023/01/03) */
  The business is being very responsive. We have not yet reached the resolution I was seeking so too early for me to close the case. Can the timeline be extended or you require case closure within 10 days at this point?
  ********************

  Customer Answer

  Date: 02/16/2023

  At this time, please close this case ******* with satisfactory result

  Thank you and please confirm as soon as possible

   

  
  

• Initial Complaint

  Date:11/20/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 want a *************** doll. People bought them all up and are now selling them on ************** for huge prices. On **** there are numerous dolls cheap*********** but they could be knock offs of the real thing. I bought one and never got it so got a refund. I ******************** have a collection of royalty dolls and would like to have a *************** 2022 doll. I can't afford these big prices and they won't put any more in the stores.
  

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/12/01) */
  We've reached out to the consumer and addressed her questions and concerns.

• Initial Complaint

  Date:11/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 order ********** on 10/14/22 for one Tina Turner Barbie Creations Doll for a total of $65.82. I received the doll on 10/26/22 and did not feel it looked like Tina Turner so I called for a return label and returned it via ****** on 10/29/22. I called to check on the status of my refund and was told it was received on 11/04/22 and it will take four weeks to process a refund. I feel it is ridiculous that it takes that long to get a refund when they debited my card immediately. The doll was never opened and was returned promptly in the same box I received it in.
  
  I am seeking my full refund of $65.82 be refunded to me immediately now that I have confirmation that they received the product back a week ago.
  

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 5, 2022/11/21) */
  We've reached out to the consumer, and her issue has been addressed.
  
  
  Consumer Response /* (3000, 7, 2022/11/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It still took three weeks to my refund and this is unacceptable.

• Initial Complaint

  Date:11/10/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 returned 5 orders******************************************* I created the return labels on Mattel's website and printed them. Because I printed them immediately, I did not save them to my computer. I returned all of them prior to September 2021. I reached out on November 8, 2021 inquiring about the refunds and was told that I need to provide tracking numbers despite remembering writing down the RMA number for all orders. What was the point of the RMA numbers then?
  
  I did a deep dive into my hard drive and was able to find one return label. They were unable to provide me a refund, and then when I give one shipping label, now they were able to refund me. Why was I not refunded immediately when it was received at the warehouse and now why do I need to provide shipping labels that Mattel and I didn't save despite that they should all be at the warehouse where the order I was refunded is at? Mattel is demanding that I provide a tracking number despite USPS and FedEx both telling me that it's the merchants responsibility and ********** does not save documents you print by default.
  
  I have been fighting to get the refunds for the remaining 4 orders for over a year now. I know part of the blame lies on me for forgetting to save all of the tracking numbers but I did write down all of the RMA numbers as well as ship them around the same time. I also did not open the packages so my original order slip is inside the boxes. I do not know how they can possibly claim that they can't find the packages when they conveniently found the only one that I saved the tracking number to.
  

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 5, 2022/11/21) */
  We've reached out to the consumer and addressed his issues.
  
  
  Consumer Response /* (2000, 7, 2022/11/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Mattel responded to my complaint quickly and immediately offered me refunds. I am extremely grateful that this has finally be resolved. The person who reached out was extremely kind and did not place any blame on me whatsoever which is an added cherry on top.

• Initial Complaint

  Date:11/07/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was trying to get a 3d cad files for the monster high ghoul mobile. I called and emailed your engineer. But he never sent the cad file to my email. Please send this to me
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/11/10) */
  We've contacted the consumer and responded to his questions.
  
  
  Consumer Response /* (3000, 7, 2022/11/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was also trying to become a Mattel licensee since the beginning of the year
  
  
  Business Response /* (4000, 9, 2022/11/16) */
  We've reached out to the consumer and addressed his concerns.

• Initial Complaint

  Date:10/28/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Today 10/28/2022 they dropped a new doll, ************************************** and as always i was on their website a few minutes earlier. This time i added two on my cart, was able to start the process of payment and while that was happening and the page was loading to give me my confirmation, i got a notification that the doll sold out! How is that even possible if you're already processing my payment? I spend a lot of money on their products and i collect a lot of dolls and that is not ok! Your cart should be on hold for you for at least a couple minutes for you to be able to check out! And not start processing everything and then give your dolls to someone else for whatever reason! I am so upset and i am definitely going to complaint on my social media channels where i have 13k+ followers, this is unacceptable!
  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/11/03) */
  We've reached out to the consumer to address her concerns.

• Initial Complaint

  Date:10/19/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Oct 6th a 90's van was put for sale, I attempted to purchase put in all of my payment info but was kicked out from the checkout and screen said sold out. A couple hours later I checked my banking and saw that they had charged me the funds so I called Mattel Creations, they said I can see you tried to make the purchase but were unable. You will need to contact your bank to get your money. This is*** because they should not have taken it in the first place if the purchase did not go through. So I called my bank and they said I needed to wait 10-14 days for an investigation to be completed to get my money back. over $63 CAD. On Oct 18 a camero came out hubby wanted so we placed the order, then i remember I need to check to see if the other money was returned. Upon checking my account I can see on Oct 14 my money was returned however on that same day as soon as it was returned Mattel took the same amount again. WTH!!! If I had seen this first I would not have ordered the cars on the 18th. SO I call the bank and of course its after hours and they tell me in order for them to do another investigation on mattel i need to cancel my debit visa. I cant do that because i need access to my acct during the next day at work so i waiot and call Mattel this morning after 30 mins on the phone i get told first they cant see it then they can see it but cant see them taking it again, then they say maybe its a hold. then the guy tells me i need to talk to someone in account security because he cant get ahold of anyone in back office. I never got a response from mattel after emailing them the first time this happened and likely wont this time either as im learning their customer service sucks. I want an answer and i want my money back and i feel i deserve some kind of explaination as they have basically stolen money from me and now i have found out i am not the only person who was charged when their order didnt go through.
  

  Business Response

  Date: 11/23/2022

  Business Response /* (1000, 5, 2022/11/01) */
  We've reached out to the consumer by email and phone several times and we are waiting to hear back.
  
  
  Consumer Response /* (3000, 7, 2022/11/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They emailed me oct 31 and called same day while I was working unable to answer twice and emailed again same day to say they emailed me I responded to their email all it said was their ppl would be contacting me. I dont think thos qualifies as contact attempted several times when it was all within a half hour on halloween no less so after work I'm busy with my kids
  
  
  Business Response /* (4000, 9, 2022/11/08) */
  We've been in contact with the consumer and we have addressed her concerns.

• Initial Complaint

  Date:10/06/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 preordered the Cleo monster high doll on august with a ship date on or before 09/30 and I still have not received a shipping email. When I called Mattel creations the representative said it would not ship now until at least after the end of October if not later. I needed this for a gift. She said there was nothing she could do. Is there anyway to get this sooner? I know a few other people that already received the same doll.
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/17) */
  We've reached out to the consumer and the item is delivered.

• Initial Complaint

  Date:09/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 order ********** on 9/8/2022 for the Signature Series 2022 Dia De Muertos Barbie for $114.44. Prior to placing this order, I was required to become a signature member which meant paying an additional $9.99 for a one year membership in the Signature club, which I did on 9/7/2022. I received my order confirmation for the Barbie purchase on 9/8/2022 and everything was fine until a week later on 9/13 when I received an e-mail saying my order was cancelled and refunded due to "unforeseen circumstances." I e-mailed their customer service right then and here we are 2 weeks later and I still haven't heard anything back from them. I would like for them to honor the original purchase and if they can't do that then I would like for them to refund my $9.99 that I was required to pay in order to place the order that they cancelled due to their "unforeseen circumstances...". These dolls are already showing up on eBay and StockX so apparently not everybody's orders got cancelled.
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/10/17) */
  We've reached out to the consumer and responded to his concerns.
  
  
  Consumer Response /* (3000, 7, 2022/10/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Five days after submitting this complaint to the BBB, I received a response from a Customer Service Coordinator (10-10-2022). She apologized for everything and said she was hopeful that she could get a Dia De Muertos Barbie for me in the next couple weeks. She could not tell me why my order was cancelled but she said she was looking into it. Meanwhile, I finally received an e-mail response from Mattel's customer service 30 days after I inquired as to why my order was cancelled. Their response was that I was not a Signature member at the time that I placed the order. This is completely false, and I have the receipt showing I joined the Signature Membership on September 7th just so I could place the order on September 8th. This also doesn't match up with the original cancellation e-mail which stated my order was cancelled because of "unforeseen circumstances." The Customer service coordinator never told me why my order was cancelled either but a couple days ago she did e-mail me stating that there won't me another chance for me to obtain the doll until maybe some time in mid-January. So, in summary, they did reach out and respond to my concerns but nothing was actually addressed and my response back to customer service after they said I wasn't a member went unanswered. At no time was I ever offered a refund for the Signature Membership that I purchased in order to place the order initially either. The customer service coordinator was responsive but as for the customer service itself, it's pretty much nonexistent.
  
  
  Business Response /* (4000, 9, 2022/10/25) */
  We've reached back out to the consumer.

• Initial Complaint

  Date:09/21/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Mattel ********* had a release of the *********************** dolls at 1:01am MST. I had ********** awake on a work day so we could both try to get the dolls. At 1 minute after we were in line ready to check out and by 3 minutes our items were sold out. I understand limited releases but Mattel is literally allowing bots to purchase hundreds of dolls and allowing the scalping in eBay to continue to happen. The doll limit to purchase is 2 yet some scalpers have 30 plus on eBay. How? Mattel doesn't do a good job manning their websites. I want 2 of each doll that I will gladly pay for if you want to make this right. I work for a large corporation who frequently deals with Mattel and it's a shame that this is the way Mattel does "customer care". Please do something! Competition in the doll space is strong and I believe this is going to affect Mattel regardless of how large a company it is. Listen to your customers!!
  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/09/28) */
  We've reached out to the consumer to address his concerns.