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:10/04/2023

  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.

  On 10/6/222 I ordered a presale item for G.I. *** Classified Series Snake Eyes Action Figure sku # F47715X00 for a total of $62.52. (Order No. #*******). I received the order on 8/17/2023 and upon opening the item I noticed it was damaged due to new packing procedures implemented by Hasbro. I contacted Hasbro and explained the situation to them and they asked if I could submit pictures because there had been numerous complaints about damaged product and the customer care wanted pics so she could share them which shipping. At least that was what I was told. I sent the pictures and customer care then in turn sent me a return shipping label. I used the return shipping label and returned the merchandise on 8/21/2023. The tracking number shows the package was delivered to Hasbro but i was never issued a refund. Numerous attempts to contact them have not been successful.

  

  Business Response

  Date: 10/04/2023

  Hello ****, 

  Thank you for reaching out regarding your recent Pulse order, I'm happy to advise we have issued a full refund to your original form of payment. 

  Kind regards, 

• Initial Complaint

  Date:09/19/2023

  Type:Billing 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.

  **************** emailed they will not delete my account due to not having enough information to find it after sending the requested information. I would like my account deleted.

  

  Business Response

  Date: 09/20/2023

  Hello A, 

  Thank you for your request, we do not show you have any accounts associated with Hasbro Toys, please confirm what email address you sent this request to and please confirm this was meant for Hasbro Toys Inc. 
  

  Thanks,

  ****

• Initial Complaint

  Date:08/01/2023

  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 made apre order purchase from *******.com earlier this year around March. I waited early in the morning for them to be available. Now after several months of having preorder the item, being early to get my preorder in, Wal Mart and Hasbro have randomly cancelled my order. This isn't the first time ******* has cancelled a pre order on me. It's ridiculously unacceptable. Then I have tried to contact Hasbro and they ignore my emails.

  

  Business Response

  Date: 08/02/2023

  Hello *******, 

  Thank you for your message, we have responded to your direct email to Hasbro advising that we are looking into this for you and will respond back as soon as we here back from our ******* team.

  Thank you for your patience while we look into this for you.

  Customer Answer

  Date: 08/03/2023

  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. 

  this is my response:I have yet to receive a follow up still.

  [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:08/01/2023

  Type:Order 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 Peppa Pig Deluxe Wooden Playhouse on July 11th, 2023 from Amazon for my nephew. I put the playhouse together and my older nephew spotted inside one of the rooms of the playhouse, a bottle of wine and glass of wine. Now, as a child he is taught right from wrong, things that could be for adults, and not for children. He was a bit surprised to see this in the toy itself. I reached out to Hasbro. They offered to send me a toy in return which was sent, and will be sent back this week. Why are we promoting alcohol in a child's playhouse?

  

  Business Response

  Date: 08/03/2023

  Thank you for sharing your feedback with Hasbro ************* we have shared this with our Peppa Pig team. In the meantime, we have sent a replacement item to you when you contacted Hasbro directly. Thank you again for taking the time to share your feedback with us.
  
  Best,

  Customer Answer

  Date: 08/03/2023

  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. 

  The item is actually being returned to you. I don't feel that makes up for the carelessness of promoting alcohol in a childrens toy. 
  
  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:07/08/2023

  Type:Sales and Advertising 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 pre-ordered a Legacy Armada Optimus Prime on July 5, 2023. I have been charged for the item as of July 7, 2023. I have yet to receive an email stating my item has been shipped out and all so get from the Hasbro Pulse website/app is that they are currently planning to ship it. I keep emailing them to find out when it will ship and I have not got a response. Their customer service is terrible.

  

  Business Response

  Date: 07/10/2023

  Hello ********, 

  Thanks for reaching out regarding your pre-order. The order was placed on July 5th, 2023, the product listing on our website stats that this is a preorder not ready to start shipping on approximately July7, 2023, your order is currently in process and you will receive the tracking in the next 48 hours as the order prepares to ship to you. 

   

  Thanks,

  Customer Answer

  Date: 07/10/2023

  [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:06/26/2023

  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.

  Corporate retailer Hasbropulse does not allow for giftcards to be used on their website. Can you believe that a toy retailer that primarily caters to children will not allow for the use of giftcards when that is what most children receive for their birthday, holiday, ***************...Hasbropulse was having a savings event and as a pulse member I was entitled to 35% off a cumulative total of $75 spent. However, time and time again the use of the giftcard was declined by the website for a number of error codes and messages. The truth being that hasbropulse does not allow for the use of giftcards and only prefers registered bankcards. So that they can sell your information. It's very said and depressing to know that this is the state of a toy retailer. No matter how many calls I put into customer service and the corporate office, I cannot speak with a manager. The manager refuses to get on the phone with me. The sale is no long gone and some of the items that my son wanted to purchase are no longer available / out of stock.

  

  Business Response

  Date: 06/27/2023

  Hello *****, 

  Thank you for reaching out regarding the issue with using a gift card on the Pulse website. It looks like this issue has already been address and you've spoken with the manager of Hasbro Pulse and it has been determined that the issue is with the Vanilla Gift Card you are using. We've created a draft order for all the items you had requested and once you work directly with the bank of issue on the gift card, you can certainly use for your order. 

   

  Kind regards, 

  ******************* Senior Manager Hasbro Consumer Care

• Initial Complaint

  Date:05/27/2023

  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.

  Need to start being accountable for your own mistakes. Stop placing policy's to take advantage of situations that could resolved by simply doing what's morally right.Your response might be something like "this is a buisness." .Wrong, you are a company that provides entertainment and toys for children. Start acting like it. You've strayed so far from your core principals that founder of Hasbro would be disgustingly disappointed in what his creation has turned into.

  

  Business Response

  Date: 05/28/2023

  Hello Yaaint Raidinme, 

   

  Thank you for your email via the BBB, I'm happy to look into your issue further, please provide additional details into your complaint and I will be happy to provide further assistance to best resolve the complaint. 

   

  Kind regards,

• Initial Complaint

  Date:01/11/2023

  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.

  Recently I bought a Hasbro product which was quite expensive ********************* Rangers Dragonzord.) There were numerous cosmetic defects and damage. This was a brand new sealed item from a reputable store. I contacted Hasbro customer support, voicing my dissatisfaction with the quality of the product. They informed me that I'd get a replacement if I provide the vendor numbers, pictures, receipt etc - which I did. I was then sent a prepaid label and sent it to them.Throughout this process I was assured by an associate, ******, that I would be receiving a tracking number for when my replacement is sent out .Today I receive an email from a Rochonda, somebody who was not in correspondence with me through the procedure that their warehouse did not have it in stock. When I sought to find out the specifics of what I'd be getting at equal value, I was brushed off with a quote about availability issues. She/he also told me, after the fact of my sending my product to them, that they have no knowledge of what's in the warehouses yet they know enough that it isn't available after the fact. This is a product that came out in October and is readily available on their website directly. How does that make sense?I am extremely disappointed with how I was misled. Hasbro is a generational company - a household name known to young and old alike. You would think that such a prominent company would treat its customers better. I literally do not know what I will be getting as a replacement and the disclaimer in the jumbled wording designed to protect themselves, not help the customer, did not make the issue clear enough. This is a collectors item that costs 135 dollars and is still being produced. Not a 20 dollar toy from a big box store. Perhaps it's my fault for putting too much trust in a company. There's little quality control being conducted and their return process is misleading. Beware, Hasbro does not care to honor their legacy of serving generations of customers.

  

  Business Response

  Date: 01/12/2023

  Hello ****, 

   

  Thanks for bring this to our attention, we understand your frustration that the replacement unit is not available and as a collector you want only the exact replacement. WE have reached out to you directly via Hasbro email advising we have issued a full refund for the product. The refund will arrive to you via mailed check in the next **** business days.

  Customer Answer

  Date: 01/12/2023

  [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:01/11/2023

  Type:Sales and Advertising 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 preordered two toys (Optimus Prime Trailers) from Robosen on 12/21/2022 and paid them in full. A month later I get an email from Hasbro stating they will be shipping my two toys and they charged me a second time for this same charge. I have called the company to resolve and they refuse to stop shipping and they are stating I need to pay $100's of dollars to return these items when I don't even know how two orders happened?!?! Please see attachment for more details - this is what I sent to the company.

  

  Business Response

  Date: 01/12/2023

  Hello, 

  The information provided by the consumer is not correct. This consumer purchased two products directly through the manufacturer- Roboson- which is not Hasbro - it was a preorder with Roboson and the order was placed in July 2022. We have no access to those orders as it is another company entirely.

  The consumer then placed a pre- order for two units with Hasbro Pulse on 4/16/22 order # *******. The consumer contract Hasbro Pulse on 1/11/2023 stating he did not remember placing an order directly with us and requested the order to be cancelled. The order has already shipped o his address, so it was not able to be cancelled. Hasbro Pulse provided a return merchandise authorization number to return the units back to us for a refund. Since this was not an error on Hasbro Pulse, we fulfilled the order as requested, the consumer is responsible for the cost to return the product back to us for a refund. These products are over $700 a piece so they must be returned if the consumer would like to be refunded on the order, he forgot he placed. The consumer is upset by the cost he will need to pay to return this order. This is not a cost we would cover as again, the order was processed as intended.

  Customer Answer

  Date: 01/12/2023

  [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:11/09/2022

  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.

  I have contacted Hasbro since April last year about a counterfeit issue I see with their products. They give me an automated reply, and nothing happens. Then they ask me to rate their customer service like they had actually reached out. Below is the message I want upper management or ***************** of Hasbro to see. At the time of this complaint there are 52 counterfeit Dungeon and Dragon products online. All by this seller: https://www.*****com/str/doingl3 ------------------------------Recently I purchased merchandise from a seller on ***** These signs they sell are advertised as Original 1930-1069 signs. I have found out they are not. I thought I would send you some links to you so you can see some of your brands online. Example of some **************** counterfeit sign:https://www.*****com/itm/385208469962 https://www.*****com/itm/385148501197 https://www.*****com/itm/385148501215 https://www.*****com/itm/385195170778 https://www.*****com/itm/385148501199 https://www.*****com/itm/385208469942 **** does not take a consumer report very seriously when reporting these counterfeits. They say that the company themselves have to report their counterfeits. Not sure if you allow people designing fake **** signs with your brand but thought you should be aware.**** suggested that you can contact them regarding these counterfeits through email. ************* and ****************** can be used to contact **** regarding your brand. Can you please let me know if there is an email, I should send this to? I have attached a screen shot of this scam as well.Thank you

  

  Business Response

  Date: 11/12/2022

  Hello ****,

   

  Thanks for taking the time to contact us regarding your concerns for potential infringement on Hasbro product.  Please know that we take these matters seriously, and I've escalated this to the appropriate area of business for further investigation.

   

  Kind regards,

  ****
   
  

  Customer Answer

  Date: 11/14/2022

  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. 

  This is not an actual reply from *****. If they truley were concerned about my email and wanted to do anything about counterfeits of their product they would take 20 minutes to go to ebay.com, search VeRO program, download a NOCI form, fill it out and email it to ************* or ******************* Instead they choose to do nothing. 
  
  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: 11/15/2022

  Hello, 

  Thank you for your response. Hasbro takes matters like this seriously and I assure you the information you have provided has been passed along to our Corporate Enforcement team which researches and manages all said complaints. 

  Thank you, 

  ****