Complaints

This profile includes complaints for Mattel, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Mattel, Inc. has 15 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:01/30/2024

  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.

  Chose this product and company because I had a 20% off promo code. Added it on, discount applied, but after ordering the site kicked the coupon off and charged me full price. I contacted company, they said verbatim, "It may show that it applies to the order while youre in the process of checking out the order, but when the order is submitted, it will not be applied." By the time they contacted me with that information, the order had already shipped so I requested instead to just initiate a return since I could not afford full price. I was even willing to pay return shipping. Company said the item was final sale, I sent a screenshot of their return policy directly from their website which allowed for the return of an unused item within the time period I was working with, they said it did not apply to that item and that there was nothing further they could do. I can provide a full email thread with all of these details if needed.

  Customer Answer

  Date: 01/30/2024

  *******

  Business Response

  Date: 02/01/2024

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

  Customer Answer

  Date: 02/01/2024

   
  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:01/16/2024

  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.

  On July 27, 2023 I paid $72.20 to Mattel through their online ordering system to buy my boyfriend the I am Kenough sweatshirt from the Barbie movie. Shortly after it arrived at the end of September, he wore it a couple of times before it got a large hole along the seam. We originally reached out to request a replacement, but then decided to request a return instead. They sent us a ***** label on 10/16/23 and we packed up the item and took it to ***** before the return window closed in November 2023. I have emailed Mattel asking about the status of my return and got a response on December 14, 2023 that the return had not been processed but to allow a minimum of 3-4 weeks. A month later, I still havent been refunded the money and I havent heard anything else regarding the status of my return. I did everything on my end to return the item, I just want to be refunded the money they owe me.

  Business Response

  Date: 01/16/2024

  We've reached out to the consumer and addressed her concern.

  Customer Answer

  Date: 01/17/2024

   
  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:01/12/2024

  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 returned two orders over a month ago as of 1/12/24, and they have not been refunded. According to their policy, the refund should be processed within 3-4 weeks. I have emailed multiple times requesting an update, and they will not respond. I called in, and their response was that it would be automatically refunded. Well it has not.

  Business Response

  Date: 01/12/2024

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

  Customer Answer

  Date: 01/12/2024

   
  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:12/31/2023

  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 the membership from the company for Barbie. Since purchasing the membership I have not be able to access the member only information and emails they send me. I reached out to Mattel and they did try to offer a solution but it did not work. I have been emailing them over and over again and either get the same solution which I keep telling them I still have the same error or they ignore my emails. I now have been telling them just to refund my membership since I cant use it and they now have completely ignored me. I just want my membership fee refunded! ($9.99 plus tax )

  Business Response

  Date: 01/05/2024

  We're reached out to the consumer and addressed her concerns.  She has our contact information if she needs further assistance.

• Initial Complaint

  Date:12/16/2023

  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.

  Mattel **** is one of the largest manufacturers and marketers of toys.Their site Mattel Creations caters to toy collectors and sells premium products.But nearly everything about this platform is fraudulent.Mattel Creations treatment of Monster High-brand dolls/items since 2021 is especially frustrating.They are exploiting the ** brands popularity by deliberately under-producing to artificially increase their value. they offer no replacement parts for defective dolls with frequent QC issues.Mattel Creations has oversold certain monster high dolls, and shipped out a completely different item instead because so many went to resellers instead of legitimate customers. They shipped out different items instead of just canceling to try to prevent panic.When buyers complained they got the wrong item, Mattel said buyer had to ship it back to their HQ before they'd get a refund.Its illegal to demand a customer return an item they didn't buy.Most heinously, Mattel Creations re-listed returned Monster High dolls and sold them again as new at full price in November 2023, some with the original buyers note for returning still inside. (picture related, this is not my item)Its against the law for a manufacturer to sell a returned item as new and for full price.Mattel Creations straight up lied when they said we saved some collectibles just for this drop when they were just selling returned items, some of which were defective.I have not bought a fraudulent item, but know some who have. monster high collectors seem to be the most affected.Mattel sells many brands on the site, I dont know if theyre all as deceptive as Monster High releases. But this alone is enough to be fraud.Mattel got caught lying. I want to ensure they cant keep making claims that have been proven false. And I would like word be spread to other potential buyers so they know this company has a history of bait and switch business practices.

  Business Response

  Date: 12/20/2023

  We've spoken to the consumer to discuss and address her concerns.  She has our contact information if she needs further assistance.

• Initial Complaint

  Date:12/13/2023

  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 received a damage musty toy and it was open on a kids birthday party. It was awful and it has to be disposed due to hazardous conditions. I complained to Amazon but they said want the item back instead which I think is ridiculous. Im willing to talk about this on the news because other parents took videos of it.

  Business Response

  Date: 12/18/2023

  We have reached out to the consumer by email and telephone. We addressed their concerns by telephone.

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 21004681
  
  I am rejecting this response because: I still havent received my refund
  
  Sincerely,
  
  ********************

  Business Response

  Date: 12/20/2023

  The refund check went out in the mail on December 16,2023 and it needs 14 business days to arrive at the consumer's mailing address. 

• Initial Complaint

  Date:12/07/2023

  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 am writing regarding my order of 2 dolls totalling 309 from Mattel Order# CHP4094678 November 15, 2023 The items are Christmas calendars with gifts which count down the 12 days of Xmas. However both of the item arrived missing substantial elements of the calendar including the second outfits and some of the accessories from the doors, rendering them unfit as gift calendars.I wrote to Mattel customer service on a number of occasions to attempt to facilitate a refund / return for the incomplete items as they are not as described, incomplete/faulty and cannot be given as Christmas calendar gifts since a number of the items from the 12 doors are missing. Mattel has refused to facilitate either a return or a refund and has not provided any reasonable solution to me besides a small partial refund which is unacceptable. These were very expensive items and arrived incomplete and now ********** will go empty handed for Christmas and since the money has not been returned I cant find an alternative ti buy them. Mattel has kept my money and not provided the complete product as advertised.

  Business Response

  Date: 12/11/2023

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

• Initial Complaint

  Date:12/07/2023

  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 purchased 4 of the Little People Collector Super Bowl LVII Champions ********************** on 2/9/23. I have been calling asking when I would get the sets. I was told my order was shipped on 8/3/23, I looked at the tracking #, it said label created. It still says label created to this day 12/4/23. They confirmed it has not been shipped. I have called **************** so many times given different answers each time. I was told I would get my product, which I really want. I don't want a refund, I want the product I ordered. Why is Mattel able to sell products and make a customer wait so long? Are you able to contact them to ask why they are not fulfilling their orders?Thank you,***********************

  Business Response

  Date: 12/11/2023

  We've reached out to the consumer, and we are addressing her concerns.

• Initial Complaint

  Date:11/30/2023

  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.

  Mattel charged me for a club, the ************* so I can purchase exclusive items at a specified *************. You can never purchase the exclusive item because they put your item in a cart without reserving it for you and then while you are waiting to pay for it it sells out making it unavailable to you. Mattel stole my money from me with their broken system that they refuse to repair.

  Business Response

  Date: 12/05/2023

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

• Initial Complaint

  Date:11/24/2023

  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.

  I have been purchasing from Mattel Creations for almost 2 years. For me to do so, i pay a membership fee that renews every year to be able to purchase collectible hotwheels. They do limited drops every couple weeks or so and the quantities are incredibly limited so it sells out fast.I have 3 separate orders come in damaged and when confronted, they say they could maybe do a partial refund. The one time they actually gave me a refund, they blamed shipping and gave me $13 back on an order worth $60. The problem wasnt shipping but when they were putting together my order, they jammed things together to fit in a tiny plastic container and the car and clamshell (the thing that holds the hotwheel car) was broken due to this. I have pictures of everything.This time around I have spent over $200 on cars between 2 orders and both orders have had completely broken cars. One order did not even have any packing materials to protect the cars and were thrown into the smallest box that when you open it, they almost burst out. The other cars did not even come with the protector as they are supposed to and when i opened the box, they were completely mangled. Not to mention, they never fix the website issue and I have missed more than **************************************************************************** the opportunity to buy cars. They know this is a problem but never fixed it. They also add secret hidden steps like buying a random item in order to purchase the one you actually want which I believe is absurd. I want a complete replacement of all of my collectible items as they are now worth almost nothing and will never appreciate in value, and I want them to fix their website and give me some sort of reparation for the trouble and stress I deal with. The only other option is paying double on third party websites for the same cars. Again, i have photos of everything and would love to expose this horrible business

  Business Response

  Date: 11/30/2023

  We have reached out to the consumer and addressed his concerns.

  Customer Answer

  Date: 11/30/2023

   
  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,
  
  *****************************