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Business Profile

Toys

Hasbro, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Toys.

Complaints

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

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    Customer Complaints Summary

    • 54 total complaints in the last 3 years.
    • 26 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/21/2024

      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.
      The problems that Im having with Hasbro Monopoly go game is the constant cheating and manipulation of the game. I really enjoy playing the game but I have a problem with the manipulation of the game where it require you to purchase costly packages to continue to play. In my opinion this is a form of stealing. Especially when the game is supposed to be free to play. It's clear to me now that if you are not paying you have limited chances of winning. I don't like being robbed. I am aware that I'm not the only person that has recognized the tactics used to manipulate the outcome of the event and tournament within the game that can and will become costly if you want to continue to play. I just wanted this documented and looked into as to where they can not say no one ever said anything. I have also voiced my concerns to them and reported them. Pleading with them to stop cheating and to refund my money. I should not be under currently forced to pay monies to play a free game. My game ID is ********. Thank you for your time.

      Business Response

      Date: 01/22/2024

      Hello *******, 

      Thank you for your email regarding the Monopoly Go! App, pleased to respond. 

      Hasbro does not manufacture or support the Monopoly Go! app, this application/game is completed supported by Scopely and we invite you to contact Scopely directly with your concerns and request for a refund, please visit: 

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

      Thank you for your understanding,

       

       

    • Initial Complaint

      Date:01/02/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Received a Star Wars lightsaber for Christmas. The battery pack doesnt work. Connected Hasbro for a replacement. **************** was a horrible experience. They refused to talk with me about it or give me any help on a replacement part.

      Business Response

      Date: 01/23/2024

      Hi ***, 

      Thank you for reaching out on your Star Wars lightsaber, I'm happy to assist you with the product issue and have left a phone voicemail message for you with my direct phone number to give me a call so I can look into this further for you. 

      Kind regards,

    • Initial Complaint

      Date:12/27/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought my Monopoly directly from Hasbro via Amazon. When I read the directions, the application that the instructions tell me to download does not exist. I am unable to create my own game and when I called their ************ number, it keeps me waiting and it I've waited on hold for nearly 45 minutes to an hour.

      Business Response

      Date: 12/28/2023

      Hi *****, 

      Thank you for your email regarding your My Monopoly game and app as well as the long hold time trying to reach our ************************* Since this is our most busy time of year, we do have an extremely high call volume and the wait time is much longer than during non-peak times of the year and I certainly apologize for you the long wait times.

      I'm happy to address the issue you have with the product, the game My Monopoly has been out of production since 2014 and the app is no longer valid. The receipt you shared from Amazon shows the item being purchased, however this was purchased from a 3rd party seller on Amazon, not an authorized seller, Hasbro does not warranty any 3rd party sellers and we recommend you return the product back to the seller. 

      Kind regards, 

       

       

      Customer Answer

      Date: 12/28/2023

      [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,

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

    • Initial Complaint

      Date:12/22/2023

      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 bought I 2023 furby for my daughter for Christmas and it was broken . So I contacted hasbro and they told me they would send me a shipping label so I could send it back. So I stated to the that this is all my daughter wanted for Christmas and if they were a better company they would send me a furby with a shipping label and a box in the package to return my old furby that way. My daughter could have her furby atleast sometime closer to Christmas. They expect me to pay to have the furby packaged. Then spend my gas money to take it to the post office. Only to wait 14 days to get a new furby. This is utterly disgusting. You would expect after 20 years of making furbies they would have made a furby that would work. But just like when I was a kid they are coming broken. I threatened to contact corporate only to find out they have no contact form for corporate. All my daughter wanted for Christmas was a furby. Im Disabled so I didnt have a lot of money to spend on other things. So know she has nothing to play with for Christmas until they get this furby and send us one back . My daughter litteraly cried herself to sleep last night because she couldnt get her furby sooner. I really hope you guys feel what thats like with your own daughter. Because you will never know the pain this causes me until you feel it: like I said Im a disabled veteran so I dont have much money to spend on her for Christmas. Maybe I can scrape up enough money to get another one from ******* until it comes just to make her happy. Atleast Im going to try . If its between eating and getting another furby for her Im getting her that furby! Just so you know this review is real. My names *****************. And upon looking they no longer even have the furby she wants at ******* so I guess I cant even fix this

      Business Response

      Date: 12/22/2023

      Hello ****, 

      Thank you for your email, I'm pleased to respond. I certainly understand your frustration with your Furby not working as intended, we have already committed to sending out a replacement Furby for your daughter as an exception to our policy and that order is already in process of being prepared and shipped for you and you will receive the tracking number once the order is ready. Once received, we ask that you send back the defective product with the prepaid shipping label we have already provided to you. 

      Thanks again, 

       

    • Initial Complaint

      Date:12/18/2023

      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 contacted Hasbro about a piece that was missing from my Zord Ascension Project Megazord tyrannosaurus. I ordered the product on Amazon. Instead of contacting the RETAILER I contacted Hasbro because they were the supplier and in charge of quality. The piece was not inside the COMPLETELY UNOPENED new box. I was told to email them pictures and my receipt and all these difficult to find numbers on the box and the toy. After doing this i was then informed that they would not assist me. I'm not even seeking a refund I just want the one small missing part for one of my favorite toys especially after posting over $100.

      Business Response

      Date: 12/19/2023

      Hello *******, 

      Thank you for reaching out regarding the issue you have with the Power Ranger Megazord figure, I'm pleased to respond. 

      We do understand your ask for a replacement part, however we do not stock replacement parts for this item. Regrettably we are not able to assist with a return for a refund as you would need to go back to the seller directly as this product was purchased from a 3rd party seller and Hasbro does not warranty any products not sold by an authorized retailer of Hasbro products. 

      Thank you for your understanding, 

    • Initial Complaint

      Date:12/01/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased a Transformers Optimus Prime Auto-Converting Robot on November 21, ***** (Order No. #*******) on the Hasbro Pulse website. On their website, it states that funds would not be taken until the product was ready to ship. Yet, my money was taken instantly when I made the purchase. The order status stayed "Unfulfilled" for several days. When I reached out to ask why my money was taken and the item wasn't even ready to ship I got no reply. The status then changed to "Fulfilled" and it stated it would be delivered on the 30th and required a signature so I asked for a day off from work on the 30th so that I could be here to receive it. The day before delivery I logged on to their website to check and make sure and to my surprise, it said it had been already delivered. I thought it might be some sort of technical error so I reached out to customer service again asking if there was an error and if would I still be receiving my purchase tomorrow. I waited the next day, all day for delivery and nothing came. I received a reply the very next day from customer service and they said that it was delivered already signed for and that I would need to file a police report to continue further action. I never received anything and I would like what I paid for or my money back.

      Business Response

      Date: 12/04/2023

      Hello ********, 

      Thank you for your message regarding your recent Hasbro Pulse order. 

      As we advised, the ***** tracking does show the package was delivered to the address on file and was signed for, since you claim the package was not received, due to the price point( $600.00) we require you file a police report for a stolen package, once you are able to provide a copy of the police report, we will be able to provide a full refund for the order. 

      Please provide the police report as requested from you last and we can issue a refund for you and resolve this matter. 

      Kind regards, 

      Customer Answer

      Date: 12/04/2023

      I have already reported it to the police and a copy will be mailed to me but I do not know how long it is going to take for it ti get here.  I don't appreciate going through all this, it is you who needs to make sure your shipping provider delivers your packages to the correct address and releases the package by obtaining the signature of the customer who made the purchase.  What you sent me was clearly not my signature or my name and it could have been delivered to the wrong address. Whatever the case is, all I know is I never received what I paid for and now I have to waste my time and won't even be receiving what I paid for. I still want the item I purchased. This isn't how you should treat a first time costumer. 

       

      Regards,

      Zidartha

       

       

      Business Response

      Date: 12/05/2023

      Thank you for your updated email, our policy does require we receive a copy of the police report prior to issuing a replacement or a refund for any item over $100, your product is over $600 and according to the ***** tracking it was delivered to the address you provided on your order. We will need a copy of the police report before moving forward with a refund for your order.  Police stations will provide a copy of the report immediately and once that is emailed to directly to Hasbro we will offer a full refund for your product.

       

      Kind regards, 

      Customer Answer

      Date: 12/08/2023

      Well first of all I emailed you guys to inform you I had made a police report over the phone and was told I would receive a copy by mail. I'll include a screen shot of that email here so you can see.  Furthermore, I received the police report already and will scan it and try to include it here. I will  also email you a copy as well. Now, can you send me what I paid for? I feel I've waited long enough and done enough to simply get what I paid for. Thank you for the experience Hasbro. And the stress. 

      Regards,

      Zidartha

       

       

    • Initial Complaint

      Date:11/14/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On October 13, 2023, I placed an order with "BuyHasbroUs at hasbro.com". Due to damages from a previous order, I asked them to pack all items into one or two boxes to prevent damages. The company did not comply. When I received the first part of the order on October 31, 2023, I was dismayed to see that multiple items were damaged. I reached out to "BuyHasbroUs at hasbro.com" and requested a refund for the damaged items. I took plenty of pictures, yet they still requested more and more pictures. I do not have time to take pictures all day, especially when they have already been taken and submitted. MY time and money are extremely valuable and it is now being wasted. I requested a refund of $126.86 and they only provided me a refund of $57.17. I told them I would file a complaint with the Better Business Bureau. I am demanding the balance of the refund.

      Business Response

      Date: 11/15/2023

      Hello, 

      Thank you for your email regarding your recent wholesale order, a supervisor of Hasbro Sales will be contacting you directly with the requirements needed for a full refund as the information originally requested was not received. 

       

      Kind regards, 

       

      Customer Answer

      Date: 11/15/2023

      [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,

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

    • Initial Complaint

      Date:11/13/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I sent an item back to get a replacement. The item was delivered on 11/6. I called on the 8th and they confirmed it was received and opened a request to replace it. They said it would ship in 1-2 days. It has not shipped, they cant tell me when they will ship it, they wont let me pay for better shipping to get it either. They just tell me it should ship soon. *** I want is for them to ship the replacement and provide the tracking number.

      Business Response

      Date: 11/13/2023

      Hello ***, 

      Thank you for your email, I'm pleased to respond. Could you provide the Pulse order # for your order that you returned so I'm able to look into this for you further? On a side note, we do have shipping delays due to the Veteran's Day holiday where our warehouse was closed, but with your order number I will be able to gather more information for you. 

      Kind regards, 

      *******************- Manager Hasbro Consumer Care

      Customer Answer

      Date: 11/13/2023

      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,

      ***

      I have the reference number I can send over if you give me a way to message it you as I dont think pasting it in here would be the correct way  

       

      Business Response

      Date: 11/14/2023

      Hello, 

      This consumer has been in contact with our service team directly and we have advised that his replacement has not yet shipped, once the replacement ships, we will provide an updated email with his tracking number.

    • Initial Complaint

      Date:11/10/2023

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I pre-ordered an ********************* figure from the Hasbro Pulse website as part of a larger order. The order number was #******* All of the other figures have been shipped and delivered already. I got a notification that the ********************* shipped and then I got a delivery notification. I did not receive the package. On the ***** tracking website it showed that someone named ***************** signed for my package. There is no one at my address that has that name. I checked with my neighbors and filed a complaint with *****. They looked into it and said that it was delivered and if I didnt get it to tell Hasbro that it is a lost package. I have contacted Hasbro twice and have heard nothing from them.

      Business Response

      Date: 11/13/2023

      Hello *******, 

      Thank you for your email, please accept my apology for the delayed response to your email to Hasbro Pulse, our email volume is higher than normal. We have responded to your email directly to your Pulse account. 

      If you need anything further, please do not hesitate to reach out. 

      Kind regards, 

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

       

       

       

      Customer Answer

      Date: 11/13/2023

      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 am rejecting this because the company has not contacted me as stated. I have no emails from them, there isnt a spot to receive messages directly through my pulse account like they stated. The order is still marked as fulfilled by them and I do not have any kind of refund or indication that they are resending the item. 

      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: 11/13/2023

      Hello *******, 

      Thank you for your updated email, I believe there may be some confusion with the initial response sent to you. We have responded directly to your email via your Pulse account today at 10:07am offering to reship the item to you or refund the item, we are waiting your response. My apologies for any confusion I caused by stating " Pulse account" - that does not actual mean your actual account, I was simply referring to the email sent to Hasbro directly, not here at the BBB. The response was send via your Hasbro email. 

      Please respond back to our last message to advise if you would like a reship of the item or a refund and we will handle accordingly. 

      Kind regards,

       

    • Initial Complaint

      Date:11/02/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I play the game Monopoly Go. Based on info that I have seen on message boards its seems like the company charges different players differ prices for the same in game items. This seems like price discrimination

      Business Response

      Date: 11/03/2023

      Hello *****, 

       

      Thank you for your email regarding the Monopoly Go app, I'm pleased to respond. This app is not owned or supported by Hasbro, the app is owned and supported by the company Scopely. You will need to contact Scopely directly with your request for a refund. Scopely can be reached at :*******************************************

      Kind regards, 

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

       

    Hasbro, Inc. is NOT a BBB Accredited Business.

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