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Business Profile

Commercial Manufacturers

Mattel, Inc.

Headquarters

This business is NOT BBB Accredited.

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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:09/15/2022

      Type:Product 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.
      Hi ****** I am hoping I can speak with you again.
      The issue we discussed earlier this year, where the items I purchase from Mattel********** arrive to me damaged, has not been corrected. Even the items you had replaced arrived more damaged than the first ones I received, but at that point I decided to just accept it since you had been so nice. I was hoping you would call me back so I could have let you know.

      Since then, most of the items I order arrived damaged. Most recently this week both of the *** Rings that were done via your ************* promo arrived damaged. Each of those were > $275 each. I am so disappointed to have both arrived all banged up. This really takes the joy our of toy collecting and I am really close to not ordering from Mattel anymore.

      I just don't understand why Mattel cannot take greater care to ensure these collectible items arrive to their customers in good condition. They are shipped in the manufacturing boxes without any protection whatsoever.

      I am hoping we can again discuss this and I sure hope you have replacements for the WWE rings. I have been waiting for these since I ordered them in Aug 2021.

      Thank you.
      ****

      Business Response

      Date: 09/29/2022

      Business Response /* (1000, 5, 2022/09/23) */
      We've reached out to the consumer and addressed the issue.


      Consumer Response /* (2000, 7, 2022/09/26) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      ***** quickly shipped out replacements and was super helpful just like the last time. Thank you *****

    • Initial Complaint

      Date:08/17/2022

      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 have bought UNO Wild Twists playing cards for $2.99 at Target. It states on the back of the box, rules for Go Fish since there are wild cards. When I follow the link with the QR code provided, there is no rules provided. This is false advertising. Should I take legal action, or can we make a deal?

      Business Response

      Date: 09/14/2022

      Business Response /* (1000, 5, 2022/08/30) */
      We've reached out to the consumer and addressed his concerns.

    • Initial Complaint

      Date:08/08/2022

      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.
      Item canceled for your**************************************

      Pre-ordered this item on Aug 30 2021 and order was randomly cancelled Aug 3 2022 after almost waiting a year. ****** sent multiple date changes. Others have received this item but I have not and have gotten terrible service from mattel and ******.

      Business Response

      Date: 08/22/2022

      Business Response /* (1000, 5, 2022/08/09) */
      We've reached out to the consumer and addressed the issue.

    • Initial Complaint

      Date:08/03/2022

      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.
      I placed an order with Mattel and within that time I was forced to move out of the house and I needed to change my address so I've been trying to contact them for about 3 months to have a simple address change they decided to finally get back to me about the address change on the day they decided to print out a label mailing out my package but it's still not sent out they just print it out a label and now they're telling me that they cannot change the address whatsoever even though FedEx is saying to me that all what they need to do is call them and tell them that the address needs to be changed. So now I'm out of the cost of the item that's because they don't want to do the right thing as a company and actually work and do their job

      ORDER***********

      Business Response

      Date: 08/11/2022

      Business Response /* (1000, 5, 2022/08/09) */
      We've reached out to the consumer by phone and email and we've addressed the issue.


      Consumer Response /* (2000, 7, 2022/08/10) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      It does say that I will get a full Refund. I would of liked the 2 figures more but that's not likely because they are sold out.

    • Initial Complaint

      Date:07/29/2022

      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.
      Unfair sales practices.
      Leading up to July 29, 2022, Mattel Creations advertised an item for sale. On their website, their platform said the item was "coming soon." Tony Hawk signed skateboard. This item was to go on sale at 12:00pm EST.
      At 11:59 am EST I was ready on my computer to purchase the item. At exactly 12:00 pm, the Mattel platform said item was "sold out"
      There was literally no chance for the public to purchase this item. I submit that there are computer purchasing "bots" that Mattel is allowing to purchase these items that they are advertising. The use of computer "bots", I believe is illegal.
      This is not the only item that I have tried to purchase from Mattel Creations. This practice seems to happen often. When I called customer service, they repeatedly said that it is a "popular item." This is understandable, however, no chance was given to purchase the item. It is very likely sold out due to computer purchasing bots.

      Business Response

      Date: 08/16/2022

      Business Response /* (1000, 5, 2022/08/03) */
      We've reached out to the consumer and responded to his concerns.

    • Initial Complaint

      Date:07/24/2022

      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 attended the Mattel booth at ******* on July 22nd and July 23rd. On July 22nd, I was there only briefly to ask a question about a toy that was out of stock for the day. I was told I could return at opening the following day. The next day, I returned to the booth to try and buy the toy, and went through a complete circus to get a ticket to get in line. After succeeding at getting a ticket and getting in line, I was about to purchase my items when the regional manager approached me in line, and asked if I had found everything ok. I said yes, and he told me that was good, but unfortunately he was going to refuse me service because of my alleged behavior the previous day. I told him I had hardly been there the day prior and he said I was and that I treated his employees in an unbecoming way, and so he was denying me the sale and refusing me service for the rest of the ***. Completely baffled I left the Mattel booth. I never had any negative interactions with anyone at Mattel, and for that I was humiliated publicly in front of my family, and I was denied an explanation as to what I had supposedly done. I believe given the volume of people there and the fact that i had a face mask covering half my face, I believe they mistook me for another generic brunette who obviously caused them some problems the previous day. I would like an apology for the treatment I received for no reason, and I would like the opportunity to purchase the toys that I was there for at retail cost without the private market markups I am now forced to consider. I would like these items shipped to my home now that I can no longer get them in person.

      Business Response

      Date: 08/16/2022

      Business Response /* (1000, 5, 2022/08/02) */
      We've reached out to the consumer and addressed her concerns.

    • Initial Complaint

      Date:07/22/2022

      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 is not about a transaction that was completed per se. This is about a ongoing issue with this company that they get everybody all up in arms about a release of a product and the product sold out in less than 2 seconds and that's all over the Internet where scalpers are selling it at 10 times the price something is not right here it's been going on for years now and they're not doing anything to make this better and it looks as though mattel is scalping their own products they a matter of fact have scalped their own products at their own shows and I think mattel is in on this with these scalpers they're either taking a cut of their profits or they're the scalpers themselves and something needs to be done about this business

      Business Response

      Date: 08/08/2022

      Business Response /* (1000, 5, 2022/07/27) */
      We've reached out to the consumer and addressed her concerns.

    • Initial Complaint

      Date:07/22/2022

      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.
      Increasingly, Mattel Creations (a subset of Mattel's products that are collectable) have been difficult to get. I thought they were just high demand but, today, I suspect the company itself or representatives in the company are scalping their products. I was online for a particular item, the Voltageous doll, as I have done in past limited runs at exactly the time it was released. It took an extra long time to say it was available to add to cart, more than 15 seconds, then it has a "re-captcha" to prove you're human. I never have issue with this but this time it made me do extra for no reason. I'd gotten all the images, it just added new ones. Then there was an "error" that I'd never seen before. Not an issue with the internet but an internal site error of the page. It took a minute, literally, before it would load. I had these dolls in my cart within less than 30 seconds of it being available and had to wait 7 minutes to check out due to the error and then it was sold out. Nothing held for me. I was penalized for the site error. Then I go to social media to complain and I see a bunch of other people have had the same experience, with all the drops happening today, not just that doll. Look online on ebay and other re-sellers, they have this $75 doll listed for $500 already. How do they know they have it? How did they get it if so many of us was just knocked out of line? I think the company or people working there are scalping these exclusive, limited run products to profit. There are always companies listing them on Ebay before they are even available to buy. I can think of no other explaination.

      Business Response

      Date: 08/09/2022

      Business Response /* (1000, 5, 2022/07/27) */
      We've reached out to the consumer and responded to her concerns.

    Mattel, Inc. is NOT a BBB Accredited Business.

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