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. has 15 locations, listed below.

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• 

  Mattel, Inc.

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

• 

  Mattel, Inc.

  P.O. Box 2636 El Segundo, CA 90245

• 

  Mattel, Inc.

  Po Box 1229 East Aurora, NY 14052

• 

  Fisher-Price

  8400 Fairway Pl Middleton, WI 53562-2548

• 

  Mattel Inc

  10260 SW Greenberg Rd Ste 400 Portland, OR 97223

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:05/16/2024

  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 May 14 2024, I purchased two Hot Wheels collector cars from Mattelcreations.com. The limit to purchase said car was 1 per account. I purchases 2 cars on 2 separate accounts. On *********************** end, my purchases were combined onto one single account. I was charge $36 foe the two cars I purchased, and I quickly called Mattels customer support to tell them of their error so that one of my purchases would not be cancelled. I asked support to move one order to my other existing account so I would still receive the 2 cars I purchased. They told me they would do this and then send an email to confirm. That email never came, instead my order was cancelled without a reason. Upon calling back to see what the problem was, I was told I wouldnt be receiving my second purchase for unknown reasons. Completely unfair business practice and false advertising. This is ridiculous and completely unfair. Im not sure who thinks this acceptable.

  Business Response

  Date: 05/21/2024

  We have reached out to the consumer to get a little more information to fully assist him.

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21721271
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/15/2024

  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 placed an order with the company 3-3-2024. I canceled the order immediately after placing it. I was still charged for 2 products. I disputed this with my bank per Mattels order. My bank resolved the issue . Mattel is now punishing me for disputing a charge even though they told me too. My account is frozen and they wont for fill my holding orders. I just want my account unfrozen so I can place my orders. This is bullying for me trying to fix an issue.

  Business Response

  Date: 05/16/2024

  We do not freeze accounts and we can see that the consumer placed a number of orders recently. The consumer placed orders on Friday, May 10th.  We have reached out to offer further help.

• Initial Complaint

  Date:05/10/2024

  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.

  I'm a fan club member so I can buy dolls before they are offered to the public. They just did a pre sale on morticia and wednesday addams 2 pk on may 9th for *****. I had item in cart and you can only buy 1 only. I waited until the they were available and clicked it then went to pay for it within 1 minute and the site said sold out. I look right after that and **** had 23 sellers selling them and most of them had 6,9,12,15,10 in quantities when no one can order more than one. One seller said they have over 28. I called them and the claimed they would investigate it and for me to try the site on 5/10 to see if I could get one them and of course I tried again and they limited to 2 thus time but nope sold out once again in under 1 minute. Supervisor called me back and said we will look into it . I believe the ones selling them online on **** and in **** stores work for or with Mattel. They are price gouging everyone wanting 180 to 250 each for these dolls. Can someone please look into this.

  Business Response

  Date: 05/15/2024

  We have reached out and discussed the consumer's concerns with him. 

• Initial Complaint

  Date:05/10/2024

  Type:Product 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.

  Hi All,I'd like to formally complain about a bug on your website.Due to a bug on YOUR website the "Continue to Payment" button was grayed out.I'm unable to proceed with the payment due to a BUG @ YOUR end.Therefore I'd like you to provide me with a working link so I can complete my purchase.I see that in the mean time the doll is soled out, however I'm not responsible for the bug on your website and therefore would like to still have the chance to buy it.I've contacted the legal department and they confirmed that since I have proof you should entitle me the purchase.Kindly looking forward to your link for completing my purchase.Evidence can be provided on request as I'm unable to add a screenshot here.

  Business Response

  Date: 05/15/2024

  We've reached out to the consumer to address his concerns about missing out on the sale.

  Customer Answer

  Date: 05/21/2024

   
  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.

  Mattel reached out to me directly and we were able to meet each other half way.

  Thank you for your assistance!

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

• Initial Complaint

  Date:05/04/2024

  Type:Order 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 received my Creature from the Black Lagoon Monster High Doll with a paint chip on her lips. I was very upset because I plan to keep her in box and I didnt pay for a factory error.

  Business Response

  Date: 05/07/2024

  We've reached out to the consumer to obtain the actual email the order is under, or the order number that should be in our system so we can process her return for a replacement. 

• Initial Complaint

  Date:04/29/2024

  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.

  See attached. I am trying to contact this company and the email form does not take the Mattel product code GCT95. Even though the item is discontinued it is still sold online on various websites. I need safety data test reports as the item is used in our child care.

  Business Response

  Date: 04/30/2024

  We have reached out to the consumer to assist her with her question and the experience she had on the website.

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21639554
  
  I am rejecting this response because:

   

  Neither of the codes provided work. I am not able to submit my email to Mattel because all three codes are not found.  I need safety test report for this product. Please consider this my request for that information. Thank you.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/15/2024

  We have responded to the consumer and provided the correct product number and the link to the product.  *******************************************************************************************

  Safety is our top priority here at Mattel.All of our products, including packaging, are manufactured to meet the strictest safety standards and then carefully monitored to ensure the safety of children who play with them. We care about the well-being of your little ones,and we are proud to say that our toys are some of the safest and most rigorously tested children's products in the world.
  

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21639554
  
  I am rejecting this response because:

   

  The link does not provide any test results. I am looking for testing results for the cell button batteries in relation to how they are installed and if meet standards that keep children from accessing the batteries.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/27/2024

  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.

  Dear Mattel,Order CHP4692120 You guys advertise this t-shirt as 100% cotton. What you sent me was 48% polyester, 52% cotton. I am autistic- can't wear polyester! Wrote customer service; "sorry, no returns."Order CHP4783381 Never got this order. Tracking shows it returned to Mattel. Had to do a chargeback with ***** to get refunded.Order CHP4888178 I had to order a second Monster ************** membership to place this order. I wrote customer service, and they did refund ************************* still owes me a refund on this $30 + tax for this shirt. I'll happily send it back- where is it going?So many problems. Is corporate leadership aware of the litany of problems with your website? I use ***** Amazon, Target, and ******* numerous times a month without issue. Mattel's website I have never been able to use without encountering an issue. Your IT department needs a huge shakeup!

  Business Response

  Date: 04/29/2024

  We have reached out to the consumer for the correct order number.  The order number he listed doesn't have a shirt in it.  CHP4888178. We are happy to take care of this for the consumer but we need the correct order number.

• Initial Complaint

  Date:04/22/2024

  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.

  Mattel, **** specifically, Mattel Creations has a virtual collectibles program called NFT Garage. In essence, a participant has the ability to purchase digital packs of NFTs through their program with a chance at receiving specific NFTs that are redeemable for physical items. I recently purchased a series of packs in one of their recent releases and redeemed a total of six physical items. In short, there is recorded mishaps and system malfunctions that have happened on Mattel's end that ended up flagging three of the six of my orders as fraudulent because I have two Mattel Creations accounts that I attempted to redeem the physical items from: ***************************** + ********************** I ended up with two accounts because of the ShopPay function on my browser and despite this being the case, I did not have any issues redeeming from either/both accounts until recently (Series 6). I ordered the redemptions on 3/15/2024 and received the notifications of their cancellations less than a month later after receiving half of my order. I've attempted to contact and find a resolution with their customer support team, yet I continue to receive the same prescreened message that blames me for the cancellation and mentions that I should change my order strategy next time. However, they have not offered replacement or refund for the orders that I should have received. They acknowledged recently that their system may have been at fault and have reprocessed orders for people that have experienced cancellations for Series 7 mishaps, but they have yet to reconcile those affected in the Series 6 cancellations.

  Business Response

  Date: 04/25/2024

  We've reached out to the consumer and we are looking into this for him to resolve.

  Customer Answer

  Date: 04/30/2024

   
  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:04/16/2024

  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.

  On 04/16/2024 I signed into my account with ********************** for RLC Hotwheels for release of the Pink Cobra Mustang. Immediately item added to cart. Go to checkout and wait two minutes and moves to address, shipping, then taxes and to payment. Add all info and submit. Mattels system freezes and waits and waits. Then forced back to cart. Look item is now sold out and no longer available even though payment was entered and submitted while available. This is not first issue and they have multiple complaints for kicking out patrons to allow bots and preferred vendors to purchase many.

  Business Response

  Date: 04/17/2024

  
  Were very grateful for our Hot Wheels Collectors. We are sorry to hear that the consumer missed out on purchasing the Pink Mustang.  We are truly sorry to hear about the consumer's disappointment. Please rest assured that we will share this feedback and concerns with the appropriate departments.

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21582573
  
  I am rejecting this response because Mattel has made no effort to provide the item that was missed by their system crashing.  Mattel will need to provide the Pink Mustang to repair situation and close out case as it was in no way the consumers issue.  Mattel needs to properly repair and update its checkout and adhere to unit limits as multiple people showing on social media that they secured multiple units under same account.   
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/29/2024

  The item is sold out and we are sorry the consumer missed out on purchasing the item. We have shared his comments with the team.

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21582573
  
  I am rejecting this response because:

  Mattel has units available in back stock to repair their error, they release them at certain windows.  
  

  I have proven their system removed the limit before release and scalpers and bots got 10 or more units when it was limited to 1.  Their automated shipping did not catch and remove the overages either as promised to members with paid subscription annually .  Mattel make a practice of this to drive up prices and desirability while damaging the true collector.  
  

  Because they failed to rectify immediately and fraud has now been proven, a Consumer Protection Complaint has also been opened as they require membership and then fail to follow their obligation to protect members with reasonable protections.
  

  The only acceptable resolve is to provide unit from back stock at no charge for Mattels error, and to uphold limits on ALL future releases.  Not asking for more than one and would have gratuitously paid for it originally.  

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

• Initial Complaint

  Date:03/29/2024

  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.

  This company engages in blatantly anti-consumer behaviour, including but not limited to the following: 1. They grossly underproduce for demand and almost always sell out within 2 minutes. If you complain they'll give you the same canned schtick about "trying to anticipate demand" and "passing it along to the team"... fyi they don't diddly. This has been ongoing for more than two years. Obviously it's on purpose or someone is incompetent at their job. This feeds a vicious second hand scalper market where collectables show up at grossly inflated prices. Check this out: ****************************************************************************************, **************************************************************************************************. These figures, are almost all made from the same mold and are not complicated to manufacture, they just choose not to. Many MotU collectors (including me) are giving up and selling everything off. 2. If you don't live in the ************* then you'll also be paying import and other fees because Mattel doesn't gives a rats a** about their foreign customers. A 19 dollar figure will end up costing 50+ by the time you get it. Unacceptable. 3. They are sending a $1000 exclusive item that often arrives with a damaged box, refusing to replace it and offering 50 bucks. Collectors do not like damaged boxes and you'd think Mattel would know this.This company needs to be investigated for price fixing, and if you're a Mattel shareholder you need to start a class action against their board for not maximizing their value. If you sell out within two minutes that means you having nothing to sell to willing buyers.

  Business Response

  Date: 04/03/2024

  We've reached out to the consumer for his order number so we can assist him with his Eternia set and address his concerns.

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21504895
  

  This does not address anything I said, nor did I ask for a refund.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/12/2024

  Thanks for sharing your feedback with us. We value our collectors and we have reached out to you by email.  

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21504895
  
  I am rejecting this response because: I have not received any such e-mail.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/26/2024

  We've sent another email to the consumer requesting his order number so we can resolve his concerns and obtain his order information.

  Customer Answer

  Date: 04/27/2024

   
  Complaint: 21504895
  
  I am rejecting this response because:

  Once again, I have not gotten any such e-mail. My e-mail address is ***********************

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

  Customer Answer

  Date: 05/04/2024

  I have no idea what clarification is needed. My complaint is pretty easy to read. Mattel is being anti-consumer, sending damaged merchandise and offering very poor support. The is especially true outside the **.