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:08/27/2024

  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 the Hasbro Ghostbusters *********** Protein Blaster there is a pinch point that can hurt kids hands. My grandson has been pinched by this toy twice within 18 hours of purchase. I do not know how to make a manufacturer aware of a problem with a toy, hence the BBB report.

  

  Business Response

  Date: 08/27/2024

  Hello ******, 

  Thank you for reaching out regarding your grandson's Ghostbuster Zap and Blast Proton Blaster, please discontinue use of the product at this time. One of our specialists from Hasbro will call you directly to discuss this issue further with you and set up a proper resolution. 

  Kind regards,

  *********

  Customer Answer

  Date: 09/01/2024

  [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 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. 

  Hasbro was very concerned and asked me to send the toy to them for their team to access, and they offered to send an age appropriate toy of equal or greater value for my grandson. I will send the item to Hasbro, but I feel they have taken my concern seriously and want to look into the problem with the toy. I am very happy with their response.

  
  Regards,
  
  *******************************

• Initial Complaint

  Date:08/11/2024

  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.

  Here at Universal in **. We purchased Bumblebee Action Figure. This toy does not work AT ALL. IT literally falls into pieces when attempting to "transform" it. And frankly, there is no way Hasbro does not know how poorly constructed this toy is. Not only does it not work the way it was intended, but my seven (7) year old lost 6 pieces in the first ten minutes of playing with it. This is the poorest quality TOY I have ever seen in my entire 52 years of being on this earth--it is criminal to sell such a product to any consumer.

  

  Business Response

  Date: 08/12/2024

  Hello,

  Thank you for your email, I'm happy to help. In order to best assist, please provide a photo of the front and back of the packing and a photo of the product itself so we can identify the exact product you have in order to issue a replacement or a refund. 

  Thanks,

• Initial Complaint

  Date:08/08/2024

  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.

  I pre-ordered two items last year and I received them on Aug 7. Two titan class Fortress Maximus looks like not brand new. There're many wears and chips at their boxes. And what's more, a horrible huge crack on one box. which makes me feel not comfortable. They just like some clearance items staying in your warehouse for years and now sent to me.Hasbro asked me to return them. But these two items are very huge heavy boxes(20*40*60cm each,over 20 lb) and I don't drive. I can't deliver them to post office without a car. Unfortunately Hasbro refused to pay extra **** fee or offer pickup service. That means I need to pay extra fee myself for fixing their QC problem.That's not fair!Order number is No: *******

  

  Business Response

  Date: 08/09/2024

  Hello ****, 

  Thank you for your email regarding your recent Pulse order, I'm sorry the product received did not meet your expectations. In order to issue a refund, we do require the product be returned back to us first. 

  Hasbro would not cover the cost to transport the items back to the post office for a return, we would suggest you contact the post office and arrange for a courier pick up which is a free service. 

  Once the items are returned, we are happy to issue a refund for your items. 

  Kind regards,

  Customer Answer

  Date: 08/09/2024

  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

   
  I just contacted Canada Post and their agent told me they don't have a free pick-up service and they suggested me to ask Hasbro to apply the service for me 

  
  Regards,

  ****

   

   

  

  Business Response

  Date: 08/14/2024

  Hello, 

  Thank you for your updated email, I'm sorry to learn ************* stated they will not pick up the return, according to their website this is a service provided, I've attached their website link below. You may need to contact a different area of the office to schedule the pick up, regrettably this product does need to be returned before a refund is issued. 

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

   

   

  Kind regards, 

   

   

   

   

• Initial Complaint

  Date:08/03/2024

  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.

  I had ordered this item (infernac) and realized when I got an email telling me it was about ready to ship, that I had ordered 2 instead of just one. So I went to my account and canceled one of the items. However, they went ahead and charged me and shipped anyway, even though the website had it listed as canceled. When I received the item I called and said it had been shipped to me even though I'd canceled it. They did a return, but told me I was responsible for shipping. As a long time customer, this is unacceptable. I shouldn't have to pay shipping for their mistake. I need a full refund of the purchase price, including tax, and the shipping charge of $6.70 I had to pay. This is theft, plain and simple.

  

  Business Response

  Date: 08/05/2024

  Hello *****, 

  Thank you for allowing us to review your complaint with Hasbro Pulse. We pulled your information and recorded phone call where you called Hasbro Pulse and advised you accidently ordered item F85335X00 twice (orders ******* and *******) and needed to return one.  There was no mention of attempting to cancel or thinking the order was already cancelled or a request for a prepaid shipping label. Our representative followed the standard operating procedures and issued a RMA to return the mistakenly ordered item for a refund. Hasbro Pulse does not cover the cost of the return if it was a consumer error in ordering, we would only cover the cost to return the item if the product was defective.

  Additionally, the amount you mention in the complaint is inaccurate, the refund amount will be $26.99 which is the price you were charged for the returned item F85335X00. 

  Kind regards,

  
  
  
  

  Customer Answer

  Date: 08/05/2024

  I didn't mention that I'd canceled it on the phone call because I didn't think I had to. I had ordered it by mistake. HOWEVER, as you can see in the pics, I canceled the item July 13. I was charged a few days later. HASBROS S**** UP, NOT MINE!!! REFUND MY SHIPPING COST AND THE COST OF THE **** IMMEDIATELY!!!

   

  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,

  *****

   

   

  

  Business Response

  Date: 08/09/2024

  Hello *****, 

  Thank you for the screenshot of your cancelled request, I apologize for any confusion had we been advised at the time of the call that the cancellation did not go through, the return fees would have been covered. I've requested for a refund in the amount of $34.81 to be sent to you via a refund check in the **** mail, please allow 14 business days for arrival of said check. 

  Kind regards, 

• Initial Complaint

  Date:07/28/2024

  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.

  I play monopoly go overnight all my dice keeping disappearing and they are lying about them this was the second time to get people to spend more money for dice

  

  Business Response

  Date: 07/29/2024

  Hello ******, 

  Thanks for reaching out on your Monopoly Go! gaming app, Regrettably Hasbro does not manufacture this app, and does not have access to your account. You will need to contact the manufacture directly which is Scopely Games I've attached the link to contact customer service support directly: *******************************************

  Kind regards, 

  ****

   

• Initial Complaint

  Date:05/29/2024

  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.

  I purchased some items from Hasbro pulse on June 23rd I was promised these would ship out the next day, I got no emails on shipping. The items have not been shipped and the company has no idea when they will be shipped. I was told they would ship on 28th and that it was my fault that the app would not show shipping out. I am in the dark here.

  

  Business Response

  Date: 05/29/2024

  Hello *******, 

  Thank you for your email, I'm pleased to respond. To clarify, your order was placed on May 23, 2024, not June 23, 2024. Our website does not guarantee next day shipping. The order has already been shipped already and the tracking that would have been emailed to you today is as follows: Fed Ex tracking #************.

  Thank you

• Initial Complaint

  Date:05/12/2024

  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.

  DnDBeyond.com (Hasbro *********** of the ****** previously held a policy that said if you purchased la carte content from their website (ex. $1.99 for a certain subclass), and then later decided to buy the entire digital book from which that la carte content came, the price of the la carte content would be applied as a discount to the purchase of that digital book.This seems to be part of a growing trend with digital content where consumers are paying an amount of money based on a certain set of conditions to *own* a piece of media only to have a company change those conditions later.

  

  Business Response

  Date: 05/16/2024

  Hello ****, 

  Thank you for your email. The a la carte options are no longer available for purchase, however discounts from previous purchases will still apply.  To receive the discount please reach out to Wizards of the Coast prior to purchasing.
  
  Please review the information on these changes at the following link:  ***************************************************************************************

  Kind regards,

• Initial Complaint

  Date:03/01/2024

  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.

  03/01/2024 I bought some Play-Doh for my for year old son and the bottles have bugs and mold inside of them!

  

  Business Response

  Date: 03/04/2024

  Hello ****, 

  Thank you for your email regarding your recently purchased Paly Doh set, my sincere apologies that you experienced an issue with the product. 

  A Hasbro specialist will call you directly to resolve this issue for you directly. 

  Kind regards, 

• Initial Complaint

  Date:02/28/2024

  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.

  So my issue is a simple one yet I could not get an answer from anyone at the company within Hasbro or Haslabs. I was one of many that crowdfunded the ******** Proton pack. I also bought on of the ******** Neutrona Wands to go with this pack. My issue is not with the proton pack but the wand, and it's a small issue that Hasbro should be able to resolve. I inquired as to the size of the intensity button/ and / or switch for it, as my 4 year old got a hold of it and these button come off easy, Has happened to a lot of Ghostbusters collectors. Well being a replica collectible, I want to have a complete unit. Now I don't want them to pay for it or anything, I am trying to source out a replacement myself. This why inquired about either the size of the button or switch the button is on, so I can go buy my own replacement somewhere. I inquired back in early February, and they didn't seem to want to help, so I asked for it to be escalated to the lead team and I was told of hear black but never did. So I reached out again, finally on the 14th was told that info isn't available. Now I know products that are defective or have an issue are warranteed, and / or Hasbro will replace as they did for my proton pack, so I know it's possible to find out this information for this price I need. So why they cannot help a customer on a product I am simply trying to get information on to purchase with my own funds, doesn't seem right, especially after I spent all of my money on their collectibles. A better customer service who can assist customers with questions such as this should be able to assist and answer that question. This already cost me a bit of my own funds trying to figure it out on my own, that's why I reached out in the first place, as the buttons/switches I received, did not fit the one on the wand. Hasbro needs to make this right, it's a simple question, and should require a simple answer. Help customers who have backed your projects, it's only right.

  

  Business Response

  Date: 02/28/2024

  Hello *******, 

  Thank you for reaching out regarding the information requested for a replacement part on your Ghostbusters Wand. As you were advised when you contacted Hasbro, this information is not readily available. I was able to contact our design engineer to gather the information you requested. 

  The measurements for the intensity button is 10mm diameter, 7mm high

   

  Kind regards,

   

  Customer Answer

  Date: 02/28/2024

  [I appreciate the response, I don't think having to go to the lengths to file a BBB report to get an answer was the route I wanted to go, but I have been at this for spme time, to no avail and asking for it to get answered at whatever department handles this, and you were able to reach out to tje design team, and thats all i wajted really.  I'd ask that customer service works harder at trying to answer questions for Thier customers that buy your products, even if they don't have the answer escalate it to someone who does, that makes all the difference.  I don't expect Hasbro to replace the part, I can do that on my own, I just needed the information.  So I'd just recommend Hasbro work on that aspect of customer relations.  I thank you for getting me the information requested, and I am satisfied with this , just as I said maybe try to address customer relations, so that they can be handled at lowest level.  Thank you 
  
  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:02/19/2024

  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.

  I called hasbro about a product i puchased from target on 2.19 product was purchased on 2.16 the box only had cardboard in it and do product. I took the product back to target but they told me contact hasbro. Hasbro will not replace the product

  

  Business Response

  Date: 02/19/2024

  Hello *******, 

  Thank you for reaching out with your issue with a recently purchased Hasbro product. Regrettably if the product was missing from the package when purchased at the store, you will need to return to the store and explain that the item was empty when opened as this sounds like there was a theft that occurred at the store level as this product is a good size and has some weight to it, it would not have passed inspection to ship to the store if the box was empty. 

  Thank you for your understanding,

  Customer Answer

  Date: 02/19/2024

  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.

  I tryed to return to the store and i was told to call hasbro. I spent 90$ on a product and have nothing this is sad

  
  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: 02/26/2024

  Hello, 

  Thank you for your updated email, regrettably since the product was purchased without the product in the packaging, Hasbro is unable to assist, you will need to work directly with the retailer. 

  Kind regards, 

  Customer Answer

  Date: 02/26/2024

  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 retailer will not return it. They told me to contact you. The box was sealed with nothing in it when purchased 

  
  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: 02/29/2024

  Hello *******, 

  Thanks for your updated email, I'm very sorry to learn you are having a issue with the retailer taking the product back, please advise which retail store this was purchase from and include a copy of your store receipt or us to look into further with the retailer. 

  Kind regards, 

   

  Customer Answer

  Date: 03/04/2024

  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. 

  I already mailed in the reciept to hasbro via mail
  
  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,

  *******