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.

  New York, NY 10010

• 

  Mattel, Inc.

  8585 SW Hall Blvd Beaverton, OR 97008-6408

• 

  Mattel, Inc.

  P O Box 388 Webster, NY 14052

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:07/10/2024

  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.

  Complaint Regarding Order CHP4497991 Dear Better Business Bureau,I am writing to file a complaint against Mattel Creations regarding my recent purchase of a Silkstone ******************* (order number CHP4497991). On February 14, I placed an order for this collectible doll, and my credit card was charged $103.72.Despite my attempts to inquire about the status of my order, I received no response from Mattels customer service. To my dismay, my order was eventually canceled without any communication. When I called to reinstate the order, I was informed that the doll was sold out, leaving me without the product I had eagerly anticipated.As a loyal customer, I find this treatment unacceptable. I believe that Mattel should have better communication practices and prioritize customer satisfaction. I kindly request that the Better Business Bureau investigate this matter and address it appropriately.Thank you for your attention to this issue.Sincerely,***************************

  Business Response

  Date: 07/15/2024

  We've reached out to the consumer and shared the shipping and tracking information with him. The order was never cancelled.  The item was fulfilled and then refunded to the consumer because the package was sadly lost in transit by the carrier.

• Initial Complaint

  Date:07/09/2024

  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 trying to reach a Corporate rep regarding a delicate situation. Please pass over to Corporate. I paid for a Barbie Signature Memberships in hopes of gaining more opportunity to purchase my favourite dolls. There recent were a re-release of the *********************** Barbie on your website exclusive to members only and I was still Unable to make this purchase for the 2ND time around. Supplies were depleted while checking out. I am very sad to notice only moments later to find dozens for sale on **** due to scalpers and resellers. I am utterly heart broken as this was a supposed to be a surprise for My granddaughters birthday. Why is it so difficult for long time customers and collectors to be able to purchase their favorites? I have checked and she is only available at overpriced third party stores. May I ask how many I obtain a purchase of this item? I've paid my membership, I've spent a lot of funds with this company. I need some sort of resolution here. Please advise.

  Business Response

  Date: 07/15/2024

  We've reached out to the consumer and let them know that this popular item was not an exclusive and was also sold at Target.  We are sorry that the item is presently sold out and advised them to click the notify button to be advised when the item is back in stock. 

• Initial Complaint

  Date:06/29/2024

  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.

  On or Around January 2024, I purchased 2 Super Bowl Barbies. And 2 Decks of SB uno card sets. I have still not received the purchased items and have when I have called them. They have one excuse after another, as to why I have not received my purchase. Going into a Nee Football Season and I would really appreciate it if you can help me to get my Purchases.

  Business Response

  Date: 07/03/2024

  We looked into the consumer's order and it is currently on back order. However, it's possible it could ship before the August back order date.  The order is in our system for fulfillment. 

• Initial Complaint

  Date:06/08/2024

  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 purchased an item on April 2nd. It arrived April 10th damaged. I returned it and it was delivered April 30th. Over 1 months later, still no refund and no responses to my emails. They are scammers stealing money instead of refunding. Tracking shows it was returned OVER 30 days ago and they can't be bothered to send a refund.

  Business Response

  Date: 06/10/2024

  The consumer was refunded already but needs to allow up to 7 business days for the refund to show up on his statement.

• Initial Complaint

  Date:06/05/2024

  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.

  An order was placed on 5/28/2024. The total price paid for the affected items was $63.48.Three items were ordered and the payment was completed. Two limited edition diecast cars, product named Rlc Exclusive 1991 *** M3 and Rlc Exclusive ************************* "Urban Outlaw" Porsche 964, were refunded without valid explanation of order allocation.On 6/4/2024 I called to check on a third item in the order, the 2022 Rlc Membership '72 ****** Skyline H/T 2000 Gt-R, for a clarification on the item status. There was no indication of an error on my order, notification of out of stock, or any other reason to guess my order was not going to be completed. The representative informed me that the Skyline would be shipping, but the 1991 *** M3 and Urban Outlaw Porsche 964 were out of stock at their warehouse, and would need to be cancelled. The representative provided a refund for these items, which I do not want.The representative said that they oversold the product. I called back on 6/5/2024 for clarification. Both the *** M3 and Porsche 964 were available to be purchased after I had already completed my initial order on 5/28/2024. The customer rep tried to explain that the line system allocated my order incorrectly, but I purchased and paid before the product went out of stock on the site. At the time of my purchase, the *** and Porsche were still available to place in cart and enter the line.If the line system allocated my order incorrectly, it would have removed the items from my cart prior to purchasing. My purchase money was held for 7 days without any notification that a product would not be delivered. My product was allocated correctly and it should be in my order. Mattel held my money without intention of delivery, as their stock notification should have determined it was unavailable prior to 7 days passing. I do not want a refund, I want the product that was ordered and allocated during their line system. Order number: CHP5341347

  Business Response

  Date: 06/06/2024

  We've reached out to the consumer to address his concerns about his order cancellation. 

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21806186
  
  I am rejecting this response because:

  No resolution was provided or alternative resolution was suggested. Currently, Mattel said they would notify me if stock becomes available which is passive and a bid to end this situation without providing resolution.

  I explained to the rep that my order was placed well before the orders were closed for this product.

  If my order was not allocated, then that means that this product was egregiously oversold, and many others would be receiving cancellations. I was not given notice of cancellation until I reached out to Mattel a week later, where one would expect to be notified immediately, if a stock issue is found to be a problem.

  Mattel held my money, and potentially others, as liquid cash for a period of time with no intention of fulfilling the order. This is essentially a short term interest free loan from customers.

  ********************************************* has this issue on a broad scale in the community, not just with this order. RLC is a paid membership service, and it is plagued with automatic purchase bots and site errors. The website crashes frequently on go-live dates of new products and sales, so getting a chance to use your membership is a struggle in of itself. When you are able to purchase, Mattel will hold money, and issue a cancellation if the item is discovered to have been oversold. This is a frequent occurance among customers. If they are able to purchase at all.

  Stock updates should have happened prior to my calling in, and should have been accurate at time of sale. This was a mistake on Mattels part, whether it was inventory or from the sites perspective.

  Either this has happened to many people who are unaware of their cancellation and their money is being held indefinitely, or my items were not allocated properly. Id suggest that other items from the sale were affected by this inventory error as well.

  Mattel Creations site should be properly configured to match warehouse inventory so customers are not charged for product if it wont be available. If I was charged, it should have been allocated, as I completed the line checkout and the item was not removed from cart. The site checks for stock at time of checkout. There must be at least 1 of each of the items in my order to fulfill this request. If there is not a single one of these items available at Mattels disposal, please provide alternative resolutions.

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

  Business Response

  Date: 06/07/2024

  We appreciate how much this order meant to the consumer. We are sorry for the disappointment this has caused. Regrettably, we do not have a replacement. The consumer was previously refunded. 

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21806186
  
  I am rejecting this response because: is there an alrernative product that can be offered?
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/04/2024

  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.

  Mattel attempted to fake resolving an issue with my by taking an order of mine in bad faith. After being denied service initially, I was provided an order invoice and confirmed my order (order# CHP5330697) on May 23, 2024. I was subsequently charged for my order right away. Today, June 4, 2024, I was informed my order could not be fulfilled.

  Business Response

  Date: 06/05/2024

  We checked and the consumer's order will ship next week. We apologize for the miscommunication. 

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21803885
  
  I am rejecting this response because:

  Despite Mattels claim that my order would ship this week, this has not happened. A tracking number has not even been generated yet, and Mattel orders never actually ship out the same day a tracking number is generated. 
  

  I am not confident they actually intend to deliver my purchased product. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/18/2024

  The consumer's order is in the system and is on back order until 6/28/24 and will ship.  Back order dates are tentative and it could ship sooner.  

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21803885
  
  I am rejecting this response because:
  
  u was issued a tracking number for the order, however the carrier states the tracking number is invalid. Also, Mattel has a documented history of issuing me tracking numbers for orders that never get sent. 

  waiting to see if any shipping progress actually happens  

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

• Initial Complaint

  Date:05/28/2024

  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 charges $10 for a ********* membership to allow the purchase of specific dolls prior to public sales. Since I purchased this membership 6 weeks ago I haven't been able to buy any dolls, either pre-sale or public sale because the site crashes at launch and pre-sale items are sold out within 2 minutes while the site reloads.But within an hour 3rd party sellers are flooding ***** *******, Amazon, and other sites with SERIOUSLY marked up prices and they're sitting on hundreds of them although Mattel only allows 2 per customer. ********************** has sold tens of thousands of ********* memberships yet VERY few members actually get these dolls, but 3rd party sellers get 100s of them within minutes. MATTEL is scamming the public and making millions doing it.

  Business Response

  Date: 05/29/2024

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

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21771132
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 05/29/2024

  First off, when I myself contacted Mattel about refunding my club membership I was told that since I agreed to the terms of membership that a refund wasn't possible. But as soon as I got the BBB involved Mattel offered me a refund? This is just a small part of how Mattel is SCAMMING 1000s if not hundreds of thousands of customers out of money for a USELESS CLUB MEMBERSHIP.

  Secondly, I'll go back to my statement that MATTEL does NOTHING from preventing 3rd party sellers from purchasing 40+ RARE doll releases that are then made available immediately by 3rd party sellers on **** and other sites, yet IF a club member can get ANY dolls which is rare, the most that can be purchased is 2, that's all..2

  When dolls are released to CLUB MEMBERS first and are sold out within 2 minutes, mostly to 3rd party sellers,  there needs to be an investigation WHY this has been allowed to happen for quite some time. It is my opinion that PERSONS AT MATTEL ARE GETTING KICKBACKS FROM 3RD PARTY SELLERS. 

   

   

  Business Response

  Date: 05/31/2024

  We've followed up with the consumer again and responded to his concerns. 

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21771132
  
  I am rejecting this response because:
  It does NOTHING to explain why people who pay for a membership to their club get the same treatment as the general public.

  First Mattel says they can't refund my membership price, then i get the BBB involved and I'm offered a refund?

  Also, the response does NOTHING to address how CLUB MEMBERSHIP dolls are sold out in less that 2 minutes.

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

• Initial Complaint

  Date:05/27/2024

  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 followed the instructions provided on your website to submit & mail the required parts for the recalled Fisher Price Fisher-Price Deluxe Auto *********** Sleeper with Smart Connect (Product#: FXF52 Released: 2018) that was purchased through Amazon on March 15, 2019 (shipped on March 17, 2019) in the amount of $147.21 with tax and shipping. I provided the required parts, receipt and proof of purchase which arrived to your facilities on October 25, 2023 according to the **** tracking # ?**********************. Your recall clearly states that If the Fisher-Price ************ Sleeper was originally purchased new - either by you or by a prior owner of the product - on or after 10/12/2018, you will receive a full cash refund. If you include your original receipt you will be reimbursed for the receipt amount including sales taxes paid. My Auto Rock n play was indeed purchased after 10/12/2018, on March 15, 2019 and shipped on March 17, 2019. I both have provided all of this proof to you with my shipment and parts, emailed it to your customer service and also have included attachments here showing it again for you, and therefore am owed a refund in the full amount paid of $147.21 with tax as promised. It has been almost 8 months and I have still not received my refund check in the mail and my attempts to contact your customer support have been met with abysmal customer service and help. Instead, they keep trying to give me the runaround offering a measly $30 toy instead of the promised check refund despite me providing all the necessary documentation and satisfying the necessary qualifications. I would like the refund mailed to me in full as soon as possible.

  Business Response

  Date: 05/31/2024

  We've reached out to the consumer and the check should arrive at her mailing address within 14 business days. 

• Initial Complaint

  Date:05/22/2024

  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.

  This involves an American Girl doll that was sent to their hospital. ** said the fingers were chewed and the body was torn. I never looked inside the box before I sent Addy to the ** hospital; therefore, I never knew of the damages. My granddaughter said it was not damaged. ** replaced the Addy with a different doll. The representative told me she would send pictures. She never did send the pictures to show the damage. ** never sent them after telling me numerous times she would send the pictures. I would like proof that the Addy was damaged or send the original doll back. My granddaughter is upset stating its not her doll. I thought ** was a company of integrity.

  Business Response

  Date: 05/23/2024

  Our team has been in contact with the consumer for the past week. The consumer did receive her original doll back and will continue to respond to her concerns. 

• Initial Complaint

  Date:05/21/2024

  Type:Sales and Advertising 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 pay for a membership that allows me access to Mattels RLC sales. Ive had multiple instances where my participation in sales has been routinely denied, despite paying for access. I had an instance today, where I was denied service for the entirety of the product release, and the first level customer support agent refused to work with me or connect me to a supervisor. Mattel has rectified this issue before, but the current support agend is being untruthful and saying they can do nothing, not even refund my paid access that I was denied.

  Business Response

  Date: 05/22/2024

  We've reached out to the consumer to get more details and resolve his concerns.

  Customer Answer

  Date: 05/23/2024

  Mattel responded and rectified the situation by providing an invoice link for the product I was initially denied. Order has been processed. Matter can be considered closed, under the presumption that the order will actually ship at release.

  Take note of the fact that regular customer support will openly lie to customers about policy unless formal complaint is made against Mattel. This has happened on phone calls that Mattel explicitly states are recorded, therefore Mattel should be able to identify and rectify this behavior.