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 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:03/21/2024

  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 purchased to items from this company and returned both of them within the 14 day return policy. I never was issued a refund. I have emailed their customer support team multiple times about my refund and they have refused to respond. Please assist! The order numbers are: #******* and #*******

  Business Response

  Date: 03/22/2024

  We've reached out to the consumer and the consumer's concern is not with Mattel but with an unrelated company called the Matte Collection.  The consumer was not trying to reach our company Mattel and will follow up with the Matte Collection and BBB.

• Initial Complaint

  Date:03/19/2024

  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.

  I joined Mattel's Hot Wheels RLC Club. I then purchased the Overdrive to guarantee I would get at least 1 of every release for RLC. I noticed orders were not appearing in my account yet they were shipping and arriving until now The latest order was canceled on me. Saying my email for the confirmation did not match my RLC email. I have to log into my RLC account to even purchase. This then was forwarded me to my Shop account for payment. The system automatically does this every single time. I have received other orders with this method with no issues. On 3/18/2024 my RLC order was canceled though my membership is very much active and did not lapse. No payment issues either. The order was for the 1971 Skyline H/T 2000 GT-R. I called customer service and have emailed many times on orders not appearing in my account. All proof will be attached to this complaint. It is highly unacceptable for a company to have me buy a service for $99 that guaranteed me one of every RLC car and then cancel my order. **************** was called on 3/18/24 and I was advised this was an error as I have an RLC account but could not help me because it is sold out. Ummm how? The orders were just last week and clearly my order was canceled so there is for sure at least one available, mine! Heaven knows who else the company did this to as well. The company has not kept its guarantee and has not honored my RLC membership by canceling this order. I would prefer the car be delivered but if not I think the company should let me keep my Overdrive membership but refund me in full for the $99 as they acknowledged on the phone the error Mattel made and did not keep with their side of the purchase which is to guarantee me the car every single release. The guarantee broken by the company should be a refund to me and I should retain the benefits of the guarantee. RLC ************************* User name SugarBaby.

  Business Response

  Date: 03/21/2024

  We have reached out to the consumer and resolved her concerns.

  Customer Answer

  Date: 03/21/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/15/2024

  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 entered a mattel based nft purchasing program where the customer me had to purchase 19 nft vehicles before the 29th in order to receive a physical hotwheel car. The following is what mattel described in their rules. " Limit eight (8) packs per order. No limits on the number of orders per household. All virtual collectibles images are 3D renderings. Final products may vary. *After February 29, 2024, holders of the entire set of 19 cards will receive instructions for claiming a physical die-cast version of the Lamborghini Veneno. Car must be claimed during the Redemption Period, the dates for which will be included with the redemption instructions." During the month of February the mattlel *** market place was shut down for technical reason without letting the customer know when it would be back working. Weeks had passed by, making it impossible to purchase the remaining vehicles in the set that i needed. Once the *** market place was up and running , scalpers took that break of the non operating site to increase the amount of the *** car because the due date to collect all 19 vehicles was closing in. The site was also non operation to user with no desktops. When i logged in using a public desktop i was able to complete the set on 02/29/2024 at 6pm PST Mattel claims the dead line was the 02/28/2024 at midnight which i never saw advertised on their website. I was even told that an administrator posted the deadline in a forum late at the end of the month on their website. The lack of allowing extra time and day, because they shut down the market place is unfair business practices where if it were based on a deadline they should honor the allotted time of days for the purpose of collecting the need ***, not a system in which scalpers benefited from the shortened time span that was never announce to the customers whom were purchasing the ***s

  Business Response

  Date: 03/20/2024

  We reached out to the consumer and explained that the date requirements were not met. 

• Initial Complaint

  Date:03/15/2024

  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 pay for a membership to purchase items exclusively I placed an order with my membership and the company canceled it and will not correct the order to send me the car. I have called and emailed for assistance to get what i am paying for and no one will help me.

  Business Response

  Date: 03/21/2024

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

• Initial Complaint

  Date:03/04/2024

  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 Feb 25th 2024 starting from 1:59AM I started recording emails from Mattel that my NFTs hot wheels cars were sold as a congrts email as if I had wanted to sell them. I wasn't even aware that Mattel had it's own nft marketplace to sell the cars I only checked on my collection and waited for the redemption periods to get physical cars of select ones as they run series where you need to get a rare car or collect all in a set to get a physical car. Well I spent a pretty ***** to get all of one set where the redemption periods has already started as they informed me Feb 29th. And ends March 29th. This is the most of physical cars that were stolen from me which were 2 of the Lambo miuras, Lambo reventon, and since I collected all Lamborghinis in the set I would also be able to redeem the veneno. There is also the upcoming gmc panel that was stolen and the pagani. I have contacted Mattel on Sunday through the form since they're only open mon-fri. And then called Tuesday as I got out of work late on mon and they close at 6pm. The rep on the phone didn't know what to do placed me on hold multiple times and didn't believe what I was saying. I provided her screenshots of the emails along with the account showing there are no redemptions available anymore. I can also see them shaded out in my collection now as well. And the only "help" they've provided is asking for more screenshots and asking if I cleared my cache and cookies and tried different web browsers. I could understand that assistance if I just couldn't see them anymore but I'm providing proof of emails sent from Mattel themselvs of the sales of each car. It's taking way too long to get a resolution and I fear I will miss the window for these redemptions. I did make them aware if no resolution was come to today then I would be filing this and no response.

  Business Response

  Date: 03/07/2024

  We've reached out to the consumer to discuss his concerns about his account being hacked. We have encouraged the consumer to change his password and to enable MFA (Multi-factor Authentication) on his account. We have directed the consumer to our End-user license agreement on our website. ********************** is not responsible for losses. We appreciate the consumer as one of our valued collectors, and we've shared this information with him.

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

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21384826
  
  I am rejecting this response because: that's absolutely unreal the amount of money I have spent not only on the nft packs to ensure I made the collections to have the ability to redeem the physical cars but youre going to sit there and say youre not liable? I didn't even get an alert for an unauthorized attempt at login. You people need to replace my stolen NFTs as depicted in the emails your company sent me. You have an nft department after being on the phone and getting no resolution. They should be able to track the cars down as all sales are traced and give me back my cars. That or send me the physical copies to make due on your part. I have spent nearly a thousand dollars just on the nft packs and this is what I get? Absolutely a disgrace of a response you need to speak to someone higher and get this fixed
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/19/2024

  We've reached out to the consumer to discuss his concerns about his account being hacked and his need to secure his account. He is aware that he needed to change his password since his account was hacked. He did indicate he is aware he can enable MFA (Multi-factor Authentication) to secure his account as well.

  We have directed the consumer to our End-user license agreement on our website several times.  

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

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21384826
  
  I am rejecting this response because: there isn't a resolution. I did my part and was made aware by a rep over the phone that you issue redemption tokens to make up for the loss. I would greatly appreciate this as I have changed password and enabled MFA
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/22/2024

  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.

  12/20/23, I ordered 10 promotional vehicles from hot wheels for their ******* promotion. I sent in $205 worth of required *************** along with the receipts ($20 per car).2/1/24 Received 6 cars. I sent an email asking for the last 4 cars. They responded that I only provided $128.48 of qualifying items & the others were non-compliant according to the rules.2/2/2024 I received a partial noncompliance letter stating the official rules stated Buy any Hot Wheels 1:64 basic cars or multipacksHowever, the rules they stated in the letter were not the same as the website. The website stated Just purchase $20 (twenty dollars) of Hot Wheels 1:64 cars and/or multipacksThe rules on Walmarts website states buy $20 (twenty dollars) before taxes of Hot Wheels 1:64 cars and/or multipacksAll previous official rules contained the words basic cars or mainline cars. This is the first promotion I saw not containing the words basic or mainline anywhere so I believed this was intentional to include more cars.2/3 I sent an email to Mattel customer service citing the discrepancy 2/5 they responded You make a valid point, and I would be more than happy to pass your comment along to our promotions team.followed up 4 times Feb 8, 9, 11, & 13 but never received another response.2/11 I stated I believed it was mail fraud to knowingly mail incorrect details about a promotional contract to deny fulfilling the contract-No response 2/14 contacted customer service via website. They stated they would not have any flexibility in how they apply their rules.2/14 their math stating I sent in $128.48 of qualifying products was wrong by their interpretation. I emailed them outlining their handwritten math by their own ********************* still owed me 1 more car. I sent this message 3 different times. They never responded.I spent $247.30 total. Have not received a response since 2/14, cars or a refund. I would like the last 4 cars or refund of $80 for the missing cars.

  Business Response

  Date: 02/28/2024

  We've reached out to the consumer by email and resolved his concerns about the delivery of his items.  

• Initial Complaint

  Date:02/22/2024

  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.

  Almost 2 years ago, over 9000 Eternia playsets were crowdfunded. At $550 + per each playset, this wasn't simply a $20 item, weighing at 1lb.This playset in box is over 45lbs and large in size. Consumers have waited for this item for quite a while, on the excitement of opening the item once received.However, myself and many other purchasers have received a damaged product in some sort of way.The outer shipper mailer used was of the same thin cardboard used in a normal mass retail product, not a collector item. Therefore any nicks, dings, or damaged to the shipper mailer caused damaged to the collector box and some of the interior items.Mattel customer service cant guarantee a replacement, nor will send out replacements of just the damaged items. For a consumer to wait almost 2 years for a product that was prepaid, for Mattel to make interest on said funds, for Mattels packing/handling of such product is a distaste to the consumer.This matter needs to be addressed by the marketing team, with a resolution. Any future crowdfunded products or such items will not receive the same backing and faith in Mattel will be lost.

  Business Response

  Date: 02/27/2024

  We've spoken to the consumer about his concerns about the box and the poster and we have sent him a return label. We will continue to keep in contact with the consumer to address all his questions and concerns.

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21333141
  
  I am rejecting this response because:

  The issue hasn't been resolved. Once a replacement is in and ready to ship and received. This matter will be resolved. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 03/06/2024

  Our team is working with the consumer to resolve the damaged outer packaging concern and is in direct contact with him. The consumer is working with our team and he is also aware he has the option of returning the item instead. 

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21333141
  
  I am rejecting this response because:

  There is no guarantee of a replacement that is packaged properly. The logistics of packing and shipping the item, is the current issue. Waiting to hear back from Mattel on a solution to have the item properly packed. 
  
  
  
  Sincerely,
  
  *****************

  Business Response

  Date: 03/12/2024

  Our team has reached out to the consumer a number of times to be sure he is comfortable with waiting for the resolution to the damaged external box. He is in direct communication with us. The consumer has had the choice of returning the item with the prepaid return label for a refund, but he prefers to wait for a resolution for the damaged external box. We are honoring his preference.

• Initial Complaint

  Date:02/20/2024

  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.

  My daughter got the BARBIE DREAMHOUSE POOL PARTY DOLL HOUSE for Christmas. We only just got to putting it together & as I was putting together the house, I noticed the slide had a crack at the top! I would like a replacement pink spiral slide. I attempted to reach the business multiple times & was an automated message with a link that didnt even work. I just want a replacement slide !!!! My daughter is devastated.

  Business Response

  Date: 02/21/2024

  We've reached out to the consumer by email and sent her the part she requested.

• Initial Complaint

  Date:02/18/2024

  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.

  Cheating on the online phase 10 game the cards are stacked same seat wins every game and phases the first card they pick up it happens every single game

  Business Response

  Date: 02/22/2024

  We've been in touch with Mattel163 regarding the consumer's concerns and they have reached out to the consumer again to request the follow-up information and address her concerns.  

• Initial Complaint

  Date:02/06/2024

  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.

  I have purchased items from them on november 14, 2023. They first messed up my order as my order came with random items in it. Then they gave me a reshipment, but at that time I did not want a reshipment because I went to purchase the items at a different place. So I asked for a return shipping label, they gave me a shipping label on december 11 2023 and I dropped it off on december 13 2023.I kept asking the status for my refund but they said that it would take 3-4 weeks to get one. It has been more then 6 weeks and still no refund. I kept trying to contact them but they keep giving me the same response. On the phone and through their customer service form. It has been 47 days since the toys were delivered to their warehouse and still no refund.

  Business Response

  Date: 02/08/2024

  We've reached out to the consumer and resolved their concern.

  Customer Answer

  Date: 02/08/2024

   
  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,
  
  *******************