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:12/27/2024

  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.

  July 2023 I backed the vintage collection Haslab Ghost, September 2023 it charged for well over 500 dollars almost 600 afywr shipping and tax with the promise of being sent out fall 2024. To most thats between October, November, for most of this campaign Hasbro was radio silent , at new York comic con they made the excuse of fall technically ending in December. They said everyone would get there's before Christmas. December 5th they said will be the last day to check addresses and update if needed. With the Haslab Giant man which came after the ghost that shipped days after the address ship was completed. Now I'm in the group where Christmas has come and gone now it's winter and my Ghost isn't supposed to ship till January 13th?? That's bogus! I want my item for when it was promised. I'm seeing all these people who ordered multiples post there's on ******** and I ordered one and still haven't got mine. I backedbthe Cantina and I sure as heck would want a refund from the Cantina so what happened with the ghost doesn't happen again

  

  Business Response

  Date: 12/28/2024

  Hi *******,
  
  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 after Christmas. 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. Currently the expectation is all units will ship by January 13,2025.
  
  If you would prefer to cancel the order and receive a refund, please let us know.
  
  We look forward to getting your order to you very soon and appreciate your patience as we work to make this right for fans.
  
  
  

• Initial Complaint

  Date:12/25/2024

  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.

  HASBRO RUINED CHRISTMAS Vintage Collection ****** The Ghost Crowdfund had advertised ship date of fall 2024 when I paid for the item, fall 2024 has come and gone with no shipment from hasbro. Today I received an email stating that now the estimated ship date is January 13th 2025 this is not what the crowdfund backers agreed to.SHIP WHAT WE PAID FOR NOW INSTEAD OF WAITING UNTILL JANUARY TO SAVE A FEW BUCKS ON HOLIDAY SHIPPING!

  

  Business Response

  Date: 12/26/2024

  Hello ***, 

  The manager of Hasbro Pulse, **** ******* has already reached out to resolve this shipping issue for you and to provide the ***** Tracking. 

  Kind regards,

  Customer Answer

  Date: 12/28/2024

  Better Business Bureau:
  
  Thanks to this complaint I have now received the product that I payed hasbro for 478 days ago, I hope that in the future hasbro can deliver haslab projects within the advertised timeframe without a complaint such as this needing to be filed.
  
  Regards,
  
  *** ****

• Initial Complaint

  Date:12/10/2024

  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.

  HASBRO INCIDENT#: 241016-000248. PRODUCT: Transformers MPM-15 ************: 1) HASBRO to finish the return; 2) HASBRO to refund me CAD$257.63.############SUMMARY-1: HASBROS RECENT TERRIBLE TOY QC. Oct 12, 2024, I spent CAD$257.63 on a high-end toy MPM-15 Brawl with a serious QC issue: toy has severe stress marks upon opening the box, the piece is very fragile it will break in a few transformation attempts. All my other ********** had no such an issue, and for such an expensive toy, this is unacceptable. Very disappointed considering that, in the past 2 months, I purchased 3 defective higher-end toys from HASBRO. We buy your toys for enjoyment and relaxation, not disappointment and frustration. Whats going on with your QC recently, HASBRO?############SUMMARY-2: HASBROS LOUSY CUSTOMER SUPPORT. Oct 16, 2024, I filed a complaint to HASBRO Customer Support. Initially, the Agent responded professionally and agreed with the Return/Refund, but the amount of money was miscalculated (Agent didnt include the 13% Sales Tax). After I had to be out of town for some emergencies, HASBRO stopped responding to my emails and now it is Dec 10, almost 2 months after this has been unprofessional and inefficient. Hasbros toy designs are good, but the Distribution/ QC/ Customer Support in this case is disastrous. I don't have time to always chase after you and correct your own mistakes. HASBRO, come back and finish your job!

  

  Business Response

  Date: 12/10/2024

  Hello ********* 

  Thank you for your inquiry regarding the follow up on your purchase of the Transformer Movie Masterpiece Series Transformers Movie 1 MPM-15 Decepticon Brawl, we are more than happy to issue you a refund for the purchase in the amount of $257.63 CAD, in order to process the refund the product does need to be returned to us with the prepaid shipping label which was provided to you on 10/18/2024 via email.

  Once the return has been received and proceeded, we will issue you a refund. 

  Kind regards,

   

  Customer Answer

  Date: 12/10/2024

  Thank you. I agree with your terms.

  Alternatively, do you use *********** or Purolator for shipping back to your warehouse?

  Given that the *********** is being on strike until, maybe, Spring 2025 or maybe forever...

  I could wait - but I am worried that, by that time, I would have held this toy for more than 90 days definitely.

  Will you still accept this Return by then? Does HASBRO's Policy allow this late return?

  

  Business Response

  Date: 12/11/2024

  Hello ********* 

  Thanks for your updated email, regrettably Hasbro only offers the prepaid shipping label via ***********, I understand there is currently a worker's strike, once resolved you may certainly use the shipping label to send the product back to us. 

  Your record will remain open until the return is processed, there is not an expiration. 

  Kind regards,

   

• Initial Complaint

  Date:10/22/2024

  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.

  This is in response to subsidiary of Hasbro since I am not getting any support from Wizards of the Coast them selves and they do not seem to care about their BBB score. I put in a ticket on 9-13-2024 and have not received a response to resolve my issue. It has been 39 days.I order a bundled copy of their D&D Players Handbook, Dungeons Masters Guide and Monster Manual. This includes a physical copy of each book and a discounted digital copy of each book for doing the bundle. When I ordered this, the total price was $148.11 and was put pending on my card. When they attempted to send out the Physical copy of the first book the D&D Players Handbook, something failed on their systems and they were not able to charge properly and they canceled the order for just the Players Handbook and the final charge after coming off pending was $67.47. This total does not make sense. The digital copies were discounted to $10.99 and the physical books are $49.99. I was overcharged and haven't received my physical copy of the **** I put in a ticket on 9-13-2024 and still have not received any response from them except for form letters that do not help with the issue. I just want my stuff and I want to be charged the correct amount.On top of all this, I just got another pending charge from them for $40.32 with no email or anything indicating what this is for. I am not the only one this is happening to. See this thread here. ************************************************************************************************************************ My ticket id in their support system is ******* and I just want someone to actually take care of the issue and fix the charge discrepancy.

  

  Business Response

  Date: 10/31/2024

  Hello, 

  Thank you for reaching out regarding your Wizards of the Cost issue, your information has been escalated to the management team at ******* and they will respond directly to you via your service ticket to resolve this issue for you. 

  Kind regards, 

• Initial Complaint

  Date:10/09/2024

  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.

  They took my money. I went to purchase something for $5. I didnt receive my item and they charged me twice. Theres no purchase confirmation at all. Theres no purchase number no email nothing. It must have been a glitch but at the end of the day they charged me twice and never gave me my items and absolutely refuse to help or refund me. This is fraud and illegal. Im scared since they charged me twice itll happen again. I didnt approve of this.

  

  Business Response

  Date: 10/10/2024

  Hello ********,

  Thank you for your email regarding Hasbro, Inc. Could you please provide more details of where the purchase as made and what product was purchased as we do not have any record of an order from Hasbro Pulse for you.

  Kind regards,

• Initial Complaint

  Date:10/04/2024

  Type:Customer Service 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 19th I put a preorder in for the new D&D book set (physical and virtual) that was to come with preorder bonuses. Myself and others who have raised complaints about never getting a system email to redeem have placed customer support tickets to try and rectify the systemic error, but no one has heard from customer service. My ticket, #*******, was put in on September 4th, and has been a month without a single person looking at it, with one generic email with an FAQ, but no actual contact. Others have raised issues with preorder technical issues and delayed shipments and most have gone weeks to a month without any word or assistance. There have been general apologies for the backlogs, however there's no end in sight. **************** is severely understaffed and customers are sitting without product and without any recourse. The BBB page for Wizards of the Coast is no longer replying to complaints, so we are forced to place them here for the parent company, Hasbro.

  Customer Answer

  Date: 10/14/2024

  [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 did not receive a response directly from the business, but after submitting my complaint I did have my ticket addressed later that day. The solution provided does satisfy my issues and/or concerns in reference to complaint #22378758. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  
  
  Regards,
  
  
  
  Steve Patterson

• Initial Complaint

  Date:09/27/2024

  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.

  On June 18, 2024, I paid $179.97 for a pre-order of "bundle" of physical and virtual products from Hasbro subsidiary Wizards Of The Coast. On Sept 10th *****, part of my order was canceled with no explanation, and though Id paid the full amount for the bundle pre-order, and received no refund, I was again billed for an extra $40.83 on Sept 14th, 2024. I contacted the customer support section of Wizards Of The Coast seeking a resolution - either an explanation that I had somehow misses a refund on the initial charge, or that they were going to refund me the $40.83. I have repeatedly responded to pre-scripted responses to my initial inquiry explaining that I was not refunded and that I have been double billed. There has been no response to repeated inquiries. I did receive the physical product. My assigned incident number is *******.

  

  Business Response

  Date: 10/01/2024

  Hello ****, 

  Thank you for your inquiry regarding your order from Wizards of the Coast. I've reached out directly to the support team and they will be contacting your directly via your ticket you have already submitted.

  Kind regards,

  Customer Answer

  Date: 10/01/2024

  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. 

  The message from the Hasbro representative was verifiably false in it's explanation of my issue, and did not explain the discrepancy. It also made the claim that I had initiated a second purchase and I have done no such thing. I have requested an escalation of this issue to a senior manager. 
  
  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,

  ****

   

   

  

  Business Response

  Date: 10/03/2024

  Hello ****, 

  Thank you for your updated email. I have been advised that the ******* team has reached out to you and resolved the issue.

  If you need anything more, please feel free to let me know.

  Thanks,

   

• Initial Complaint

  Date:09/26/2024

  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.

  September 26 2024 Hasbro **************** ***** I bought a Studio Series 86 Optimus prime it has defects I emailed them looking for a replacement that Im willing to pay for even if it was Hasbro fault but they refuse because I didnt buy it from them which is ridiculous because its a Hasbro product are they saying if I buy this at a retail store I cant ask for a replacement part that Ill pay for just ridiculous. Even 3rd party transformers companies have better customer service and they are not a big company. Maybe to them this figure is cheap but to me $100 is a lot for a toy it shouldnt have problems like this I bought this for my little brother who is 12 and he is just disappointed with Hasbro now.

  

  Business Response

  Date: 09/27/2024

  Hello *******, 

  Thank you for your email regarding your recent transaction with Hasbro ************** I'm sorry to learn the product you purchased is defective. Regrettably we do not stock any replacement parts for the Transformers Studio Series Commander ***** Optimus Prime. 

  We are unable to offer an exchange as the product was purchased via a 3rd party seller and Hasbro does not warranty any product not purchased via an authorized distributor. 

  Out suggestion would be to return the product directly to the seller to organize and exchange or a return. 

  We appreciate your understanding,

  Customer Answer

  Date: 09/27/2024

  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. 
  

  Then why do you let companies like Toy Arena sell your items if they are not authorized your wasting my time and money and wont take responsibility for your manufacturing defect.

  [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,

  *******

   

   

  

  Business Response

  Date: 10/01/2024

  Hello *******, 

  Thank you for your updated response. Unfortunately, Hasbro is unable to prevent unauthorized sales of our products. Many smaller retail establishments, such as *********, are engaged in the buying, selling, and trading of merchandise. However, as Toy Arena does not maintain a valid retail account with **********************, we are unable to provide warranty coverage for products purchased through them. We encourage fans to purchase exclusively from authorized retailers or directly from Hasbro Pulse, thereby avoiding third-party sellers such as ***** **********, and similar buy/trade retailers.

  The contract is between you and the seller, thank you for your understanding. 

   

  Customer Answer

  Date: 10/01/2024

  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:09/20/2024

  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.

  RE: Hasbro Studio 86' Commander Class Optimus Prime [Hasbro CS Incident: 240913-000255]CS Agent: ****** This 40th Anniversary Optimus Prime is an iconic and a beautifully designed figure ONLY IF YOU ARE LUCKY! The horrible QC and lousy Customer Support really RUINED this **************** experience.I bought this figure on Sept 4, 2024, overpaying $50 CAD thanks to Hasbros hunger-marketing - SOLD-OUT everywhere. Missing a part; both heels were wrongly assembled. Asked Hasbro to send me the missing part; they said they cannot. Asked them for a replacement; they said they cannot - they don't have the same toy in stock.They offered to give me a lower-priced, RANDOM Transformer toy. But I refused that because, as a long-time customer, I own many Transformer toys in the past few years. I don't want the same toy twice and I hope to have an option of what I will be receiving.A simple solution: their warehouse could give me a call to verify which ones they have in stock, and to confirm with me which one I would want. Only a 5-minute call. If they don't have any figure that I want, I would ask for a refund, so long Hasbro agrees to pay the shipping back to their HQ. Hasbro is an innovative company and they should be able to figure out a simple solution.BUT NO. As Hasbros customers, when ********************** made a mistake, we dont have much choice.Due to Hasbros hunger-marketing, I paid $50 CAD more to get this figure, because it is always SOLD-OUT on major retailers such as ******. Due to their hunger-marketing, I cant even file a Return / Replacement on ****** (SOLD-OUT), which could have solved my issues very ********** WHAT? Because one customer is just one number on *********************** accounting books, Hasbro doesnt care?BUYERS BEWARE: IF YOU HAVE A DEFECT TOY FROM HASBRO, YOU DESERVE IT! They will trap you at their Customer Support.Hence the ******************** report. Very disappointed for such a highly anticipated figure!

  

  Business Response

  Date: 09/23/2024

  Hello *******,Thank you for your email regarding your recent interaction with Hasbro ************* and for providing an outline of the issue. I'm truly sorry we do not have the part you have requested or a full replacement of this product. Regrettably our warehouse does not speak directly with consumers, I appreciate your understanding. In an effort to best solve this issue, Hasbro will be happy to send you a prepaid shipping label (covers all fees) to return the entire product back to us for a full refund of $174.98CAD. If you wish to proceed with the return, kindly let us know and we will start the process for you. Kind regards,

  Customer Answer

  Date: 09/24/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not completely satisfy or resolve my issues in reference to complaint # ********. Please find the explanations below. [Thank you for your courtesy and understanding. I understand that if this is how the Hasbro warehouse operates, there is not much you CS **** could do.If this is the case, I decided to keep this figure and go with: A lower priced complimentary Transformer (chosen by the warehouse and based on availability).However, please give due consideration to the price value of the complimentary Transformer because mine is a Commander Class the toy being sent to me should be equivalent to a Leader Class. Thanks.]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.FAQRegards,********   

  

  Business Response

  Date: 09/24/2024

  Hello ********, Thank you for your response, a complimentary item has been requested for you. Please note a complimentary item is not meant to replace the original product, it is another product from the line that is sent to compensate the original product you purchased. If you are looking for an alternate product of the same size and value, we would need you to return the current product. Since you stated you are keeping the original product, a complimentary [product has been requested. Please allow a few days for an updated email from Hasbro with the tracking for your delivery. Kind regards,

• Initial Complaint

  Date:09/15/2024

  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.

  This is regarding the Monopoly Go App-On the last Tycoon Racers game I was waiting to be paired with random players and start the game. This has happened in the past if I dont pair up with friends within a certain amount of time. I was never paired so I eventually got some friends to pair up with this time around. We ended up only able to do two out of the four races since it didnt automatically pair me previously and my team came in 1st place. We werent given the guaranteed new sticker that was shown we would win. I reached out to customer service and was given 6+ different answers as you cant respond to the same person it opens a new ticket every time. Their terms on the game state if we dont pair with our friends well automatically be paired with random people (which didnt happen). I was told because we didnt do all 4 rounds we didnt get it, I didnt log in the day it started (which is false I do my daily logins everyday), there was a system glitch and I would be given the sticker (never got it), I have to at least pair with 1 person before the system will pair the rest for me and the most important **************** cant even give the sticker we shouldve got and all of that was a waste of time. This all sounds like a bunch of BS and one big bait and switch tactic. Give my team the guaranteed sticker we won and update your terms on the game to state YOU WILL NOT GET IT IF YOU DO NOT PLAY ALL FOUR RACES EVEN IF A SYSTEM GLITCH OCCURS. Moving forward I wont participate in that game.

  

  Business Response

  Date: 09/16/2024

  Hello *********,

  Thank you for your email regarding the Monopoly GO! app, I'm sorry to learn you are having issues in the app. Regrettably Hasbro does not manufacture this app, it is manufactured by ******* and you will need to contact them directly for consumer support. 

  Please visit their website at: ********************************

  Kind regards,