Complaints

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

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  Hasbro, Inc.

  1027 Newport Ave Pawtucket, RI 02861-2539

• 

  Hasbro, Inc.

  PO Box 1059 Pawtucket, RI 02862-1059

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:06/18/2025

  Type:Customer Service 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.

  1 of the apps from ****** play store that has to runs there staff are rude they ok there friends to talk s*** to people but if some 1 else does u get banned I'm a paying customer this ain't right

  

  Business Response

  Date: 06/20/2025

  Hello Nic, 

  Thank you for your email regarding an app, could you please provide the link of the app you are referring to for our team to look into further. 

  Kind regards

• Initial Complaint

  Date:06/06/2025

  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 a yearly premium to get early access to exclusive merchandise. I have been attempting to place an order for an exclusive hasbro pulse only product for 3 days since it went up for purchase. I get the same error and have called the company twice in the last 3 days. The website has failed to allow my purchase showing the following message: We're sorry that your order could not be placed. This probably happened due to a higher order volume or temporary connection errors. Please wait a few minutes and resubmit your order. We won't process your payment until you successfully place your order. If you have further questions, please contact us...I have done so twice. I am still getting the above message 3 days later. **************** was dismissive and advised I open a ****** account to place the order instead of using my Debit/Credit card. This is unacceptable. I have no desire to go through the extra effort when my card is fine and I have used it for every purchase from the same website prior. The product sold out while I was waiting for the system to be fixed. I have gone to Big Bad Toystore and had no issues placing the order for 2 of the new items. I am still unable to purchase the exclusive item as it is not available anywhere else. Hasbro is ignoring my concerns and the 2 times I called the *** said it was not my fault and they will contact me via email when the situation is resolved. I have yet to hear anything. I am what is called a Hasbro Pulse member. You pay roughly $60.00 dollars annually for this membership. The sole reason I have it is to make these early purchased and I am to date unable to do so. This constitutes a breach of contract.

  

  Business Response

  Date: 06/12/2025

  Hello ****, 

  Thanks for your email. Between 06/04/25 06/09/25, your had 91 failed order attempts. Such a high number of failed orders automatically triggers our fraud rules, as such activity is prohibited as cited in section 4, paragraph 3 of Hasbro Pulses Terms of Use:
  
  4. Payment and Billing Information; Fraudulent or Unauthorized Activity
  
  By providing a credit card or other payment method that we accept, you represent and warrant that you are authorized to use the designated payment method and that you authorize us (or our third-party payment processor) to charge your payment method for the total amount of your backing and/or Product or Order, as applicable (including any applicable taxes and other charges). If the payment method cannot be verified, is invalid or is otherwise not acceptable, your Order may be suspended or cancelled. You must resolve any problem we encounter before we will proceed with your Order. In the event you want to change or update payment information associated with your backing, you can do so at any time by contacting Hasbros Customer Support at **************.
  
  You acknowledge that the amount billed may vary due to promotional offers or changes in applicable taxes or other shipping charges described in the Shipping Section below, and you authorize us (or our third-party payment processor) to charge your payment method for the corresponding amount.
  
  As part of our order processing procedures, we may screen received backings and Orders for fraud or other types of unauthorized or illegal activity. We reserve the right to refuse to process an Order due to suspected fraud or unauthorized or illegal activity. If we suspect fraudulent, unauthorized or illegal activity, we may reject your backing or Order or we may contact you at the phone number or email address you provided to confirm your Order. We also reserve the right to cancel any accounts or refuse to ship to certain addresses due to suspected fraud or unauthorized or illegal activity. We take these measures to protect our customers as well as ourselves from fraud or other unauthorized or illegal activity.
  

  Customer Answer

  Date: 06/12/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:06/06/2025

  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.

  Over the past sever months ******************************* have held promotions so distribute exclusive items. They announce a *********** to order the product, but ****** never seems to be able to keep that schedule. They have on multiple occasions opened the orders early without notifying their customers, or more often than not late. In both instances it disrupts peoples ability to secure the product allowing *************** to purchase the entire lot before normal people can even get their wallets out of their pocket. So now to get the item that if i was able to buy the item I have to pay after market prices of two to three times the original price instead of buying it the way it was intended. Secondly, I'm not sure how it is in other states and cities, here in *********** ** the release date of the product can come and go but it will never actually be released in the store. In the last four years I have only come across two "exclusive" items at the stores in town. It's not even all the stores, usually just one. I find this to be akin to the ********** ice-cream situation, where a product is advertised but is never available when you go to the store to get it. It's false advertising, and once the product is sold out it is no longer even excusive. Both Target and Hasbro should make sure there is enough of the product to accommodate the demand for ate least a few minutes. On top of that seeing as its a pre-order Hasbro shouldn't have an issue with producing more since they are the manufacturer

  

  Business Response

  Date: 06/16/2025

  Hello! Thank you for contacting Hasbro Customer Care. 
  
  We understand how much the Star Wars Retro Collection means to the entire fan community. We are working with Target to ensure the collection is available nationwide and online by the end of June.
  
  Thank you for your patience and support.
  

• Initial Complaint

  Date:06/06/2025

  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.

  Hasbro and ****** have a predatory business model in place that victimizes the consumer. Having exclusive items for sale, listing the item for sale on a specific date and at a specific time, and then less than 24 hours before release change the release time, essentially rewarding second/hand scalpers and penalizing regular customers and forcing them to buy their products at an extreme mark-up on the second hand market. Why continue to support these kinds of business practices?

  

  Business Response

  Date: 06/16/2025

  Hello! Thank you for contacting Hasbro Customer Care. 
  
  We understand how much the Star Wars Retro Collection means to the entire fan community. We are working with Target to ensure the collection is available nationwide and online by the end of June.
  
  Thank you for your patience and support.
  

• Initial Complaint

  Date:05/25/2025

  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.

  Hasbro owns *********. Over the last 3 tuesdays alone there have been reported outages to the game using ***** products. This seems minor, but the greater issue is not being able to use mastery passes that you buy. Over the course of the year these outages tally up, coupled with a poor UI that causes loss of money if you play in their tournaments. Hasbro, Wizards of the coast, and magic the gathering arena have not refunded any money over the last year I've played. This has happened to the apparent millions of users in the game. Digital rewards are not compensation for lost money,

  

  Business Response

  Date: 05/27/2025

  Hello ****, 

  Thank you for your email regarding Magic The Gathering Arena, we do apologize on the recent outages, and I assure you the app team is looking to reduce such interruptions in the game. Regrettably per the legal agreement in the app, refunds are not permitted, please view the link below where this is outlined, this link is listed directly on the Wizards of The Coast application page: 

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

  Thank you for your understanding, 
  
  

  Customer Answer

  Date: 05/27/2025

  To whom it may concern,

  I have read the agreement terms again and still disagree. Lets establish a few things first.

  1. I do not own the product, therefore I am renting the product from you.

  2. The issues that are persistent are outages to your game, and user interface errors that makes your game unplayable.
  

  With these facts being stated and agreed upon, lets now move forward. I will skip over for now the monetary compensation. We will go straight to your marketing.

  This is from your website.

  HOW MANY LEVELS ARE IN THE MAGIC: THE GATHERING FOUNDATIONS SET MASTERY?
  The Magic: The Gathering Foundations Set Mastery goes up to Level 90. All players receive rewards through Level 72, while players with the Mastery Pass will receive rewards up to Level 90and beyond!

  This is your marketed product in every US State, all of which have different liability and compensation laws. However, when your UI fails and when you have outages, players such as myself can not achieve what they pay for. Which is the last line in this marketing advert. I can neither accomplish the baseline rewards, or accomplish the additional rewards beyond.

  When your product does not work, your players deserve recompense. If I rent a piece of equipment from ********** that does not work, there are paths towards recompense:

  1. I do not pay a rental fee.

  2. The business fixes the item at no cost and I still rent it.

  3. The length of time for me to complete my project or the length of my rental is extended at no additional cost.

  Which Route are we taking, since from lost time I can not complete and earn the rewards I paid for with the mastery pass.

   

  The sheer quantity of spelling errors in the agreement needs to be looked at. While the highlighting of specific sections, is interesting.Yes I read the whole thing.

  What is the path forward to resolution here? I am tired of paying for a product I cant use, I find bugs and submit for repair, and rewards I cant earn.

   

   

  
  FAQ
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 05/29/2025

  Hello ****, 

  Thank you for your updated email. The terms of service are completely outlined and we do not offer any monetary refunds. 

  Kind regards,

  Customer Answer

  Date: 05/29/2025

  To whom it may concern,

  Please see link below that includes contacting Wizards of the Coast for a refund. A refund based upon not being able to complete an event, which the mastery passes are certainly an event.

  If the hard line is no cash or credit refund, the other two solutions are still applicable.

  1. In game rewards issued to the account.

  2. Extension of the mastery passes for a period of time to allow completion and beyond.

  These seem like reasonable solutions. As you admitted there have been outages happening to your game.

   

   

   

   

   

  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:05/07/2025

  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 purchased a brand-new, shrink-wrapped board game from a retail store that sells both new and used games for $55.38. When I opened the game, I discovered that several of the cards inside were split, clearly due to a manufacturing or packaging defect. The damage was visible immediately upon opening and could not have been caused by the retailer or myself.I contacted Hasbro ************* to request replacement components. Their representative informed me that because the product was not purchased directly from Hasbro, they would not provide a replacement. I explained that the game was clearly new and unopened, and the defect originated at the factory. The representative restated the policy. I asked to speak to a supervisor, and a lead confirmed they would not assist. I then escalated to her manager and am currently awaiting a response.Hasbro is refusing to honor their responsibility for a defective new product, despite it being shrink-wrapped and clearly damaged from the outset. This appears to violate the implied warranty of merchantability and contradicts protections provided under the ********-**** Warranty Act. I am filing this complaint because I have exhausted Hasbros internal resolution process and believe they are unfairly denying service to which I am entitled.

  

  Business Response

  Date: 05/08/2025

  Hello ***********, 

  We have received your complaint and can see this issue has already been address directly by Hasbro as a replacement game has been requested to send to you. Please allow a few days for an updated email from Hasbro with the tracking for your replacement. 

  Kind regards,

   

• Initial Complaint

  Date:05/07/2025

  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 purchased a subscription service for $50 for a period of 1 year, approximately 2 weeks ago on or about 4/15-4/20.After encountering technical difficulty on the site on 5/4 with a purchase I have been unable to login to the site in question.After calling support, I was informed that I had violated the terms of use for the site and my account was now banned. Additionally I was informed that the decision was both final and that no further communication would take place. However no specific details were provided nor is there any provided procedure for ********* account either needs to be restored, or the price I paid for the renewal refunded.

  

  Business Response

  Date: 05/08/2025

  Hello *****, 

  Thank you for your email regarding your Hasbro Pulse membership.

  We've looked into this with Hasbro directly and it has been determined that you are in violation of the terms of use of the Hasbro Pulse accounts, specifically Section 4, paragraph 3. Hasbro reserves the right to cancel any accounts or refuse to ship to certain addresses due to suspected fraud or unauthorized or illegal activity. These measures are taken to protect customers as well as ********************** directly from fraud or other unauthorized or illegal activity. Please see link: *****************************************************************;

  Management from Hasbro did try to contact you directly on this matter on May 7, 2025 with no answer to the phone call and will be in touch again.

  Thank you, 

  Customer Answer

  Date: 05/08/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Just for the record, I was home and had my phone with me, and no one from Hasbro tried to contact me via phone. The only communication from Hasbro was via email and not respectful in anyway, no explanation of the situation or request for explanation. While you may be authorized to terminate my account, your are not authorized to not refund my purchase for the annual P*** Premium membership that I renewed 2-3 weeks ago. I expect to be refunded for the full purchase amount ($50.00) immediately. Since you have blocked my account, you are no longer allowing me to access the purchase that was made, refusing to provide services paid for, and you are refusing to allow my access. As such you are no longer entitled to payment for that membership.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:02/11/2025

  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.

  CLAIM: HASBRO MISCALCULATED. PLEASE SEND ME ANOTHER CHEQUE OF USD$24.27.[Incident: 241016-000248] Transformers MPM-15 Decepticon Brawl.Previously, we agreed on BBB (#********) that you will send me a cheque equivalent to CAD$257.63. However, you sent me a cheque of USD$165.16, which is well below the value. It should be USD$189.43 at a purchasing Exchange Rate of 1.36 (check my email on Nov 18, 2024). Now send me another cheque of ($189.43 - $165.16) = USD$24.27.

  

  Business Response

  Date: 02/11/2025

  Hello Songsong, 

  Thank you for your updated response, I have entered a request for the additional refund check of $24.27 and you will received in the next 14 business days, there was an error on the amount when the first check was issued and I apologize for the confusion. 

  Customer Answer

  Date: 02/12/2025

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  

• Initial Complaint

  Date:02/10/2025

  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.

  Hola buenas tardes estoy escribiendo para hacer una queja de un juego llamado monopolio go la verdad es una aplicacin q uno invierte dinero al rededor de 250 dlares y ellos ni siquiera son justos con el cliente pone uno dinero para jugar y ellos automticamentemente le quieren quitar los dados cuando hay una competencia los equipos no son equitativos lo ponen con personas ******** niveles superiores para para uno competir y perder adems ni siquiera *** cuando termina la carrera cartas q valgan la **** en cuanto a los dados uno invierte dinero en comprar y en menos de una hora se los quitan a uno Y as abusan del consumidor

  

  Business Response

  Date: 02/11/2025

  Thank you for your email regarding the app Monopoly Go! We kindly ask you to contact the developer of the app, Scopely as they manage all the consumer interactions with the app. Please contact them at : ************************

   

   

• Initial Complaint

  Date:01/23/2025

  Type:Delivery 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 placed my order for the Haslab Ghost through ******************************* on 8/16/23. The delivery date was supposed to be in Fall 2024. I had expected the item to arrive prior to Christmas, yet we are now in late January, and I still have not received my order. Other customers are still waiting too, and ********************** has not addressed this.During a Live Stream on 1/22/25, the comment from a Hasbro representative was, "If you dont have yours yet, I dont know why. This can be seen at the 12:22 mark here: ************************************************** I am really frustrated right now by Hasbro looking the other way and not seeing to care. How their PR or marketing team hasn't addressed the issue with their customers by now is baffling.

  

  Business Response

  Date: 01/24/2025

  Hello ******, 

  Thank you for your email regarding the delivery of your Haslab Star Wars The Ghost. Due to shipping delays outside of our control with our vendor there has been a delay of receiving the inventory. Our Pulse team is working diligently to have all units shipped in January. I've attached the email that was sent to backers on 12/24/2024 below:

  We want to inform you of a shipping update regarding your Star Wars The Vintage Collection The Ghost HasLab order on *******************************. 
  Due to unforeseen shipping delays, your order is expected to ship the week of  January 13th.
  We apologize for any inconvenience this may cause and are doing everything we can to expedite the process. We will notify you as soon as your order has shipped.
  If you have any questions, please contact us here. Were here to help!
  We look forward to getting your order to you very soon.
  Thank you for being a fan! 
  -Hasbro Pulse

   

  Your order is currently in process as I can see a tracking number for shipping has been assigned and the product will be shipping shortly. 

  Thank you for your patience while we make this right for you.

  Customer Answer

  Date: 01/26/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ****