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:11/11/2024

  Type:Service or Repair 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 recently paid $9.99 for a year membership to the ************ (***). I did this because I was promised access to special member only deals. Although I have purchased a couple of items that were in stock, I am not able to buy the new releases, which are advertised along with a count-down timer. As soon as the timer went to zero, I attempted to purchase, but the item was sold out. How can this happen? I am very unhappy about this.

  Business Response

  Date: 11/15/2024

  We've reached out to the consumer and we're sorry that he missed out on a few of the offerings for the ************** We truly appreciate our fans! Its always our intention to get our product into the hands of the fans who love our product the most. Due to the limited nature of products, we cannot guarantee that every member will have a chance to buy every car. The consumer has a membership that began at the end October, and they have been able to purchase an exclusive item and we hope they will participate in future sales. 

   
  
  

• Initial Complaint

  Date:11/10/2024

  Type:Service or Repair 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.

  Purchased some dolls from Mattel for my children. The back of the doll boxes has a very inappropriate website linked for children to follow. ********** does not take you to fun details regarding the movie Wicked. I am beyond upset that my children were able to view this adult information. Where is the quality control? Mattel sold these dolls and didn't have the contents inspected? Now my kids want nothing to do with the dolls purchased. What is going to be done about all of this?

  Business Response

  Date: 11/11/2024

  We've reached out to the consumer and advised her that Mattel was made aware of a misprint on the packaging of the Mattel Wicked collection dolls, primarily sold in the ***** which intended to direct consumers to the official *************** landing page.
  
  We deeply regret this unfortunate error and are taking immediate action to remedy this. Parents are advised that the misprinted, incorrect website is not appropriate for children.
  
  If you own a product, we recommend that you discard the product packaging or obscure the link found on the package and obscure the link found on any instruction materials.    The consumer mentioned they no longer want the dolls. We are awaiting a reply from the consumer.

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22537541
  
  I am rejecting this response because:
  Damage has been done.  These dolls are not wanted after all of this incompetence.  What is Mattel prepared to offer for all of this?  This is just sad and unacceptable. 
  Sincerely,
  
  *** *******

  Business Response

  Date: 11/18/2024

  We've reached out to the consumer and offered to help her with her purchase, and we are awaiting her reply.

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22537541
  
  I am rejecting this response because:
  A *** reached out and offered no solution whatsoever regarding all of the issues stated previously.  "Yes they will absolutely be returned for full refunds. And requesting additional compensation for damages.  The audacity of not even offering a gift card so they could at the least pick out something else. Especially after this disgusting company error.  That says a lot in terms of how you treat regular customers. Your incompetence ruined a child's party and gifts. Not to mention the long term psychological effects of these  children exposed to vile pornographic content.  Very poor customer service."

   

  Requesting the name and contact information for Mattel Corporate, email address and phone.  Another complaint needs to be filed as no one has assisted appropriately.  Please advise.

  Sincerely,
  
  *** *******

• Initial Complaint

  Date:10/23/2024

  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 has "club" for Barbie collectors which you pay to be a member of on a yearly basis. They give you access to purchase collector dolls before the general public. They recently showed us images of a new doll "styled by ***** ******" a few days before it would be launched and advertised the doll to us with a price of $35. Members were excited about the doll and thankful the doll was reasonably priced ( some dolls are $150+). When the day arrived when we could order the doll it was priced at $45. Even though they advertised it to us as being $35 for days before the launch. I think they should have to honor the price they advertised it to be. There were a lot of members upset by this "bait and switch" tactic and the company seems to have no remorse for acting this way.

  Business Response

  Date: 10/24/2024

  There was a miscommunication around price-point on our end. The price reflected in online news stories is correct, but up until now the price on our site has been $35. You'll notice as of now that the site reflects the correct price ($45). We are sorry and truly apologize and appreciate your understanding. 

• Initial Complaint

  Date:10/22/2024

  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.

  I am a paying member of the Mattel Creations web site, specifically their Club 59. I was excited to purchase an item advertised at $35 USD for almost a week, but unfortunately the business raised the items price hours before it launched for sale. I inquired about a $10 credit towards the doll due to the false advertisement, but in turn the forum moderators have locked the thread due to all the negative feedback they received.****************************************************************************************************************************************************************************************************

  Business Response

  Date: 10/23/2024

  There was a miscommunication around price-point on our end. The price reflected in online news stories is correct, but up until now the price on our site has been $35. You'll notice as of now that the site reflects the correct price ($45). We apologize and appreciate your understanding. 

   

   

• Initial Complaint

  Date:10/22/2024

  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 released the product listing for this doll on October 18th. This was sent to Mattel club members with a link to pre-order the doll for $35 via email on October 22nd. On the night of the 21st, a Mattel club moderator let us know that they misrepresented the price, and that the product is actually $45 and not the originally advertised $35. The moderator noted that in a ********** article, the price was listed as $45. The issue is that the product cannot be purchased on ********** as it just a news website and that the quoted price was most likely $35 for the doll and $10 for a membership, which is the only possible way to purchase this doll. I'd like a $10 refund and the original price honored.

  Business Response

  Date: 10/23/2024

  There was a miscommunication around price-point on our end. The price reflected in online news stories is correct, but up until now the price on our site has been $35. You'll notice as of now that the site reflects the correct price ($45). We apologize and appreciate your understanding. 
  
  
  

• Initial Complaint

  Date:09/06/2024

  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 pre-ordered three super bowl championship items from Mattel creations February 6th. The game was played on February ******* won. The money was taken out of my account on February 13th,******* April I called Mattel Creations to check on my products. I was told that because my items were " special ordered" they were scheduled to be delivered in AUGUST. After contacting them for a second time. On August 12th,I received the Little People figurines,on August 27th I received the ** CHIEFS uno cards. I'm still waiting for my doll( which is what I REALLY want.) I reached out to them again and was told I should receive it by 09/14/2024. Now they are telling me it won't be shipped until September *******.

  Business Response

  Date: 09/11/2024

  We're sorry for the disappointment the consumer has experienced, and we've reached out to the consumer and advised that the item is on back order.  Back order dates are tentative but we expect it to ship soon with a date of September 27.  We're keeping an eye on their order to update him, and have reached out to them to address their concerns.

• Initial Complaint

  Date:09/03/2024

  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 funded the Mattel Masters Of The Universe Origins Eternia Playset via their crowdfunding platform Mattel Creations. When the item was shipped in February 2024 it arrived damaged with a giant hole punched through the packaged items inside, because it was improperly packaged. I contacted Mattel and they asked me to return it, and that a replacement would be sent two weeks after it was received. It has now been more than 6 months. Every time I call customer service I'm given the run around. Now they are saying that they are unable to replace it. I want what I was promised.

  Business Response

  Date: 09/09/2024

  We've reached out to the consumer and refunded him fully.

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22234797
  
  Dear Mattel Team,
  
  I am writing to express my ongoing dissatisfaction with the resolution of my order issue. As a loyal customer who backed and paid for this item in 2022, I am disappointed that due to improper packing on Mattel's part, the item arrived severely damaged.
  
  Now, instead of receiving the product as expected, I am being forced to seek it out on secondary markets like ***** at a much higher price. This outcome feels unfair and does not reflect the level of service I had hoped for.
  
  I kindly request a more appropriate resolution to this situation.
  
  Thank you for your attention to this matter.
  
  Best,
  ***** *******
  

  Business Response

  Date: 09/23/2024

  We've reached out to the consumer several times, and we are sorry for his disappointment.  We have refunded the consumer in full for the set he returned to us, and responded to his request for a refund beyond his purchase price.  We were able to previously refund his full purchase price. We're grateful for his enthusiasm for our products and apologize that a replacement is not available. 

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair 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.

  In the letter Mattel stats that you have to mail in the blister cards in a separate paragraph. which since they have pulled of the rules for the promotion my recollection stated that if you don't have the original receipt, an online receipt with blister card would be considered a legitimate purchase. They sent me back the money order with the letter. Dated August 16 2024. I'm not mad that they didn't want me to have it. they have always treated my people this way in ********. Its the kid I was gleaming about that would hopefully have better lock and enjoy his Cornet for Christmas as i don't collect toys I give then to children at my **************

  Business Response

  Date: 08/26/2024

  We understand the consumer's disappointment, but it order to be fair to all participants the rules of the promotion must be followed. The rules have not changed.  We reviewed the consumer's submission again, and their submission did not include blisters cards. Therefore, their payment was returned.   We've included the rules below.  We hope the consumer will participate in future promotions. 

  Rules:

  1. During the Promotion Purchase Period from July 5, 2024 to August 15, 2024 buy any $20 (before taxes) of Hot Wheels 1:64 basic cars from the 2020 to present assortment numbers C4982, L2593, and/or HGY16 from participating Dollar Tree and/or Family Dollar stores. Follow these Official Rules to request one Hot Wheels 1:64 65 DODGE CORONET (Promotional Vehicle) from Mattel, Inc. (Mattel), while supplies last.
  
  2. For each Promotion Vehicle you request, mail: (a) your original (no photocopies) cash register receipt(s) dated from July 5, 2024 to August 15, 2024; (b) blister cards from single packs of cars (the entire cardboard piece, but not the car or plastic window), or UPC codes from the multipacks matching the receipt totaling $20 (twenty dollars) before taxes; (c) a completed order form; and (d) a check or money order (unless you pay online via credit card) payable to Mattel, Inc. for US $7.00 shipping and processing for each vehicle you order.
  

• Initial Complaint

  Date:08/09/2024

  Type:Service or Repair 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.

  Requesting this complaint forwarded to corporate headquarters for assistance and resolution.Regarding ORDER CHP5400646:Purchased this Silkstone Barbie back in June and just received it recently. Upon inspection, the doll has cracks/splitting on the arms and joints. There are several openings that should be sealed. There is discoloration on the torso area. This is a $75 collector doll, and no quality control was provided. This is also a known issue. As I checked the reviews online and saw that many others received this same item with the same issues. This is simply unacceptable. Where is the integrity and business etiquette? What was received does not match the advertisement. I am requesting some form of compensation due to defective merchandise. I do not want a replacement, due to so many others having the same issue.

  Business Response

  Date: 08/13/2024

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

  Customer Answer

  Date: 08/13/2024

   
  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:07/25/2024

  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 need your help. I placed an order for the Ultimate Challenge Hot Wheels last year (August 9) but have yet to receive my purchase, despite two failed orders. Hot Wheels: Ultimate **************** Skyline GT-R (R33) purchased August 9, 2023 ORDER CHP3423095 *********** delivery lost (hasnt been delivered as of 7/25)Replacement order after escalation (Case ********) to Mattel delivered with the wrong item (Beatles Uno game)As of July 25, 2024, I still do not have the Hot Wheels: Ultimate **************** Skyline GT-R (R33) purchased almost a year ago Request:Ship the correct item to ************************* ********************************************* Item: Hot Wheels: Ultimate **************** Skyline GT-R (R33)Utilize ***** Overnight or Two Day shipping instead of SmartPost Details: On August 9, 2023, I ordered the Hot Wheels: Ultimate **************** Skyline GT-R (R33) car and was told it would ship on or before July 01, 2024.ORDER CHP3423095 That order shipped on June 24, 2024 but as of today (7/25/24), still hasnt been delivered.Fedex Tracking: ************ Status On the way On July 11, 2024, I submitted an inquiry on the Mattel website to request assistance.Case ******** On July 12, I received a reply asking for my shipping address which I responded same day to provide address.On July 12, I received a reply informing me that a new order for the car was placed, with an approximate ship date of August 1. On July 12, 2024, I received the automated e-mail saying my replacement order was confirmed.Order# CHP5511198 On July 16, 2024, the replacement order was shipped.Fedex Tracking: ************ A package was delivered on July 24th however, the Hot Wheels: Ultimate **************** Skyline GT-R (R33) car was NOT inside.I received the wrong item *********** Uno game. As of today I still do NOT have the Hot Wheels: Ultimate **************** Skyline GT-R (R33) car that was ordered and paid for on August 9, 2023.

  Business Response

  Date: 07/30/2024

  We've reached out to the consumer and let him know that his product is on the way. Tracking indicates it will arrive within the next 48 hours or less.

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22043543
  
  

  Thank you for the new order, I appreciate the effort.  I also recieved a refund, which I did not ask for. I appreciate that  

  However, I havent received the car yet. I had originally asked for overnight or two day shipping but that seems to not be the case.

  as of today; I still havent received the delivery. 

  Sincerely,
  
  *************************

  Business Response

  Date: 08/01/2024

  The package is on the way to the consumer via ****** We are keeping an eye on the tracking also, to make sure the consumer receives his package and we will assist the consumer if he needs further help.