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Business Profile

Commercial Manufacturers

Mattel, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Commercial Manufacturers.

Complaints

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

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Mattel, Inc. has 15 locations, listed below.

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    Customer Complaints Summary

    • 149 total complaints in the last 3 years.
    • 37 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/04/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 some items from Mattel online. It took them several days to finally ship my order. I had to send emails inquiring about my order because it took so long. Over 14 days. I finally received my items but it was too late so I decided to return them. I shipped the items back myself paying the postage. Mattel has confirmed the they received the item back on May 9th but I have yet to receive a refund. I have requested a follow up on June and July and have received no response.

      Business Response

      Date: 08/04/2023

      We've reached out to the consumer and notified him of his refund. 

    • Initial Complaint

      Date:07/28/2023

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Order# CHP3130596 I ordered a $100 doll and had to pay $9.99 for a bogus membership to do so. I also ordered a $60 Barbie hoodie hoping I could wear it to the movie and planned on a getting a few more for my daughter and friends. It's been 2 weeks $13.90 to ship (in 2023) and the item has not shipped and they won't cancel the order. This has literally made me hate Barbie and anything Mattel because I feel scammed. Please just cancel this and give me a refund! $181.25 my next step is to contact the ******** attorney generals office

      Business Response

      Date: 08/02/2023

      We were unable to reach the consumer by phone, but we have addressed all her concerns by email. 

      Customer Answer

      Date: 08/04/2023

       
      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. I await the refund and I'm satisfied with the outcome. Mattel, please work on your customer service it shouldn't take this to reach a solution. Thank you. 

      Sincerely,

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

    • Initial Complaint

      Date:07/27/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 a fisher price laugh and Learn ******. The battery cover has fallen off and they offer no replacement parts. I spoke to customer service on ******* who told me to call their holiness. I don't have endless hours waiting on the phone for their customer service. I cannot fill out an email request because their website will not find the ****** in their system. I want a replacement cover or a replacement item free of charge. My child is in danger from their neglect of product. *email contact only*

      Business Response

      Date: 08/02/2023

      We have ordered a replacement for the consumer and notified her.

      Customer Answer

      Date: 08/02/2023

       
      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,

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

    • Initial Complaint

      Date:07/25/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      The site openly advertises to Canadians, and even let's you know that they've changed your shipping country (convenient!) but also wastes your time by not allowing you to finish your purchase because all-of-a-sudden the item(s) selected do not ship to my ***************). What's the point of falsely advertising and allowing customers to add certain products to their cart only to state that it can't be shipped to your country? My niece will be very disappointed.

      Business Response

      Date: 07/31/2023

      We are attempting to reach this consumer to assist them but we haven't been able to reach them yet. We will continue to try. 

    • Initial Complaint

      Date:07/14/2023

      Type:Delivery Issues
      Status:
      Answered
      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 1, 2023 I called Mattel customer service about a ********************** doll I saw online and was told it was in stock and would ship in 3-5 business days. I then went online and paid for the doll plus a one year membership for barbie dolls in order to get a discount on the doll I was buying.I haven't received the doll, I haven't received a tracking number, and since I haven't received the item 2 weeks after placing the order I called Mattel to find out where my doll was. I was then told that they have no idea when the doll will ship out. It could be 3 months. I told Mattel to cancel my doll order and cancel my one year membership in that case. I don't need a membership if I don't have the doll and I won't do business with this shady company. I asked for my money back (since the doll hasn't shipped as of 7.14.23) 3 x to 3 different customer services reps and each time ******************** REFUSED TO CANCEL MY ORDER OR REFUND MY CHARGE CARD AMOUNT OF $184.30 ORDER NUMBER CHP3082728 even though they haven't shipped out the doll. I have never had this happen with a company before and I was very shocked Mattel operates this way. I want all of my money back, $184.30 and I will tell anyone who cares what a shady company this is. Look at all of the bad reviews online.

      Business Response

      Date: 07/17/2023

      We've reached out to the consumer to address her order issue and refunded her.  We are available to her directly if she needs any assistance.

    • Initial Complaint

      Date:07/10/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 was sent the wrong item and the response was to send back the wrong item then if there's any left in stock AFTER they process the return of the WRONG item I would get what I originally ordered and paid for. I finally had time to stop at the ***** store last Monday and on the website the doll was still in stock and the return is still not processed back on their end and I look on the website today and my doll is out of stock. My complaint is this was a mistake on your end and instead of holding my original order until you receive the wrong item back when they were in stock I now lose out on it because this company doesn't value its customers when they are in the wrong. It also took too long to get a response and that could have made a huge difference in this outcome.

      Business Response

      Date: 07/11/2023

      We reached out to the consumer and we have refunded the consumer in full as the item is not currently available to ship.

      Customer Answer

      Date: 07/11/2023

       
      Complaint: 20294562

      I am rejecting this response because:

      As stated in my original complaint the process for this mistake on their end was not in favor of the customer. The item was in stock when I reached out with their mistake, when I sent the wrong item back and when I filled out a survey they had sent out to me on their website. Nobody even reached out to me to place the doll on hold for me. I filed the BBB complaint after I saw they were out of stock on their website a week after I returned the wrong item and still hadn't heard anything from them. It took this BBB complaint to get anybody to contact me. I already knew I was not getting the doll because they didn't care to make their mistake right. All they had to do was HOLD the doll that I ordered that was in stock for me but they couldn't be bothered. I will be satisfied when they update their policy for future customers and actually be attentive to their customers without having to go through BBB process. 

      Sincerely,

      Hailey Queen

      Business Response

      Date: 07/11/2023

      We've reached out to the consumer and sincerely apologized that the order wasn't shipped when it was available to, as we intended it to. We remain in touch with the consumer to respond to any concerns. The full refund has been processed.   

    • Initial Complaint

      Date:06/20/2023

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Ordered two ****** monster high dolls on January 18th 2023 with a pre order date of April 7th. Company sent a tracking number but never actually sent the item. I have been calling and emailing and rarely get a response. When I do they tell me they know nothing. I want a refund on my item.

      Business Response

      Date: 06/21/2023

      We have reached out to the consumer and refunded her yesterday as her package never arrived.

      Customer Answer

      Date: 06/22/2023

       
      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,

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

    • Initial Complaint

      Date:06/14/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 ordered a product from Mattel over one month ago, the item still shows as processing per their site. No tracking information or email has been sent in regards to the item beginning its transit to me. I would like for the company to please ship my items, it makes no sense why it would take this long to ship.

      Business Response

      Date: 06/22/2023

      We have reached out to the consumer several times but we haven't received a reply.  However, we resolved the issue for him and notified him.

      Customer Answer

      Date: 06/22/2023

       
      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,

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

      Customer Answer

      Date: 06/22/2023

       
      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,

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

      Customer Answer

      Date: 06/22/2023

       
      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,

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

    • Initial Complaint

      Date:06/12/2023

      Type:Delivery Issues
      Status:
      Answered
      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 June 1, I placed an order (order # CHP2939177) in the amount of $60.80 and as of June 12th, tracking indicates the order is still processing. I have sent 2 emails and 1 phone call trying to find out the date my order will be shipped and cannot receive a shipping date. I was told they are experiencing shipping delays and have just started shipping May orders. I asked customer service to cancel my order and was told there was no way to cancel it. I asked to speak to a supervisor, but was told they were busy on another line. I was told to just wait for my order and I could ship it back if I don't want it. I should not have to pay to ship back an order that I want canceled because they are experiencing shipping delays and are refusing to cancel my order. They should have a notation on their website informing customers that their company is behind on shipping and that customers will experience a delay in receiving their orders so that customers can make an informed decision on whether or not they wish to continue with the transaction. They should not have charged my credit card until the item was actually ready to ship. This is an unacceptable way to for a company with the name Mattel to do business. I will be filing a dispute against Mattel Creations with my credit card company. I want to cancel this order and have my credit card reimbursed with the full purchase amount.

      Business Response

      Date: 06/15/2023

      We've reached out to the consumer. Her order was delivered today.

    • Initial Complaint

      Date:06/02/2023

      Type:Delivery Issues
      Status:
      Answered
      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 March 28 Mattel Creations offered members a die-cast ***************************************************** the amount of $39.54 during the transaction. The order was CHP2610132. Order shipped 5/2/23 and I followed it through the ***** tracking system until 5/10 when it stopped moving in **************** at a ***** Smartpost location.Mattel Creations has always used the **** for all of my previous purchases and was always delivered to my PO Box. Now they have switched to ***** which does not deliver to PO Boxes.I have spoken to Mattel Creations customer service on 5/10/23, 5/11/23, 5/16/23/, 5/22/23, and 5/26/23. The company has stated several times they have a replacement but apparently can not or will not label it and ship it to my home address that has now been provided to them several times.On 5/30 I also purchased a **** Porsche 959 through the Mattel Creations website as well. That order is CHP2921741 and I was notified on 5/31/2023 that a label had been created and was shipping soon. My card was charged for $34.19 on this purchase. My fear is that this order will suffer the same fate and be stopped in transit again because Mattel Creations was negligent in informing consumers that they had changed their shipping policies and would no longer ship to PO Boxes as they had always done in the past.

      Business Response

      Date: 06/06/2023

      We've reached out to the consumer to resolve the delivery issues.

      Customer Answer

      Date: 06/12/2023

       
      Complaint: 20135368

      I am rejecting this response because ******************* of Mattel and I are still trying to resolve this situation. I appreciate all of ****** efforts and am only making this note to ask that the complaint be kept open until a resolution is reached.

      Sincerely,

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

      Business Response

      Date: 06/13/2023

      We are continuing to work with the consumer on delivery issues and we will provide full service if his order doesn't arrive.

    Mattel, Inc. is NOT a BBB Accredited Business.

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