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Business Profile

Toy Making Supplies

Melissa & Doug, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Toy Making Supplies.

Complaints

This profile includes complaints for Melissa & Doug, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Melissa & Doug, LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 7 total complaints in the last 3 years.
    • 2 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:02/20/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Placed an order and realized the shipping address was incorrect. Called the company to cancel the order while placing a new order to the correct shipping address. Rep said they are not allowed to cancel orders? Spoke to a supervisor who also said they are not allowed to cancel any orders. Asked her for return shipping label to return the product once it arrived since it is not my responsibility that they are unable to cancel orders; she refused. So not only am I paying $50 for an order that needs to be canceled, I am also paying to ship back the product. This responsibility should not be placed on the consumer. Predatory business policies.

    • Initial Complaint

      Date:12/10/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 12/1 I purchased wooden letter alphabet magnets as a gift for my nephew. The screen clicked through to quickly and the shipping address was incorrect and was linked to an old address that I no longer have access to as it is a gated community. I contacted Melisa and Doug's in the matter of minutes to ask them to cancel the order or to change the address. And they stated on 12/2/24 at 0900 "We do apologize we will not be able to cancel or change the address on your order. Once a tracking number has been added to the order. You may be able to change the delivery address on the *** ** system under "Manage Delivery Section."

      It was not even until 4:20PM on 12/2/24 a tracking number was created and sent to me saying that my order was on the way. I tried to change it with ***** but they said that the sender has to change it. Melisa & Doug's refused to do anything because they already had my money and created the tracking number after I asked them to change the shipping address. From the time of 9PM 12/1 to 12/2 4:20PM they could have changed the address and they messaged me the morning of 12/2 at 9:00AM refusing to do so basically saying good luck not our problem. I have disputed the charge on my credit card as the product was delivered to the wrong address. I called the apartment complex and they stated they did not have any packages for me.

    • Initial Complaint

      Date:01/11/2024

      Type:Product 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.


      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,



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

      Business Response

      Date: 01/11/2024

      Hi - As of today 1/11/24 ******* has been refunded for the product returned.  I called and spoke with her this afternoon to make sure that she was aware the refund had been processed.  She confirmed that it had been and she was all set  I also apologized to her for the delay and lack of follow through on our end.  This issue has been resolved.  Thank you, Lisa

    • Initial Complaint

      Date:12/07/2023

      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.


      Complaint: ********



      I am rejecting this response because: I am waiting for the full refund to be reflected in my bank statement. It has been 5 days (3 business days). Once that happens, I will accept the resolution. Thank you.



      Sincerely,



      ******* ***

      Business Response

      Date: 12/07/2023

      I spoke with ******* *** and discussed her experience using ******* to make her purchase on our website.  I offered to issue a full refund and she accepted this resolution.

      Business Response

      Date: 12/13/2023

      Thank you for your reply.  As agreed, a full credit of $52.98 has been issued and we appreciate that you will let us know when it has been processed and credited to your account.  

       

      Customer Answer

      Date: 12/14/2023



      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:08/18/2023

      Type:Product 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 an online order (******) and the order arrived damaged. I called customer service and received a *****************. I returned the order via **** #**********************. The order was received back to Melissa & Doug on 7/28/2023. I had to pay for return shipping even though the items were sent to me damaged. I have called customer service 4 times to inquire about my refund of $79.46 and every time I call I am told they have to check with the warehouse. If I do not receive a refund I will have to contact my credit card company to file a dispute.

      Business Response

      Date: 08/21/2023

      Hi - We were in contact with ****** on Friday 8/18 and have processed a refund for the product that was returned to us.  ****** should see the refund on her credit card statement in the next 3-5 business days.  Thank you, Lisa

    • Initial Complaint

      Date:11/30/2022

      Type:Product 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 11/28, I was on the Melissa and Doug website price checking 2 products. I entered a 40% discount code as a new customer obtained through email. I found each item cheaper at other retailers and closed the website. After closing the website, I received an email, confirming purchase of 1 of the items, at full retail. I opened the link, and it showed my debit card, name, email, phone number, with an address I have not lived at for 2 years. I contacted melissa and Doug, they refused to cancel the order, change shipping address. They claim that if the item comes back due to wrong address, they will refund. That sounds like they are able to change orders. They also advised to contact bank and dispute purchase. If transaction gets denied, they cancel. Seems like they are able to make changes. I want the order cancelled and payment refunded

      Business Response

      Date: 12/01/2022

      Hi, I have left ******** a voicemail letting her know I definitely want to help her out with this. I will refund her credit card, just waiting to hear back from her! Thank you, Chelsea C****

    • Initial Complaint

      Date:11/23/2022

      Type:Product 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 11/5/2022 I ordered 6 peek a boo farms for my son’s 1st birthday party as baby party favors.
      On 11/11/2022 I received the package and got 6 peek a boo bears instead. I immediately contacted customer service via email then decided to call also. They told me they couldn’t send the correct items until I shipped back the wrong items so I wouldn’t get the peek a boo farms in time for my baby’s party. No biggie.
      They said they would send me a return label to ship items back. Ok.
      On 11/20 when I hadn’t received a return label via email like I was told I would I reached back out to Melissa and Doug. No response.
      I reached out again 11/22 asking where the return label was and got the response that the return label would be sent ASAP.
      A few hours later I got an email saying they aren’t sending a label, I have to pay for return shipping.
      I called again and spoke to someone else, they told me the same thing, I have to pay to return their mistake.

      So. After 9 emails and 3 phone calls I finally got a supervisor to help who said they would refund me with no need to return the items. Happy ending right?
      Sike! Then they told me that was a mistake also and I DO need to return the items but they WILL send me a return label & I’ll have to wait 30 days after items are received at their warehouse to get a refund.
      Still waiting on this elusive return label.
      Horrible customer service.

      Business Response

      Date: 11/29/2022

      Hi - I have reached out and spoken with this consumer today to address her concerns.  We had a good conversation and ended the call in a positive place.  I will be sending a toy as a gesture of goodwill and she was very appreciative.  Thank you - Lisa

    Melissa & Doug, LLC is NOT a BBB Accredited Business.

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