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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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Hasbro, Inc. has 2 locations, listed below.

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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:11/03/2022

      Type:Service or Repair 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 ordered the Heads I Win, Tails You Lose... Secret Lair deck a year ago and still have not got it. See below details. Wizards did send an email about a delay and sent 2 free packs but that was months ago now. Wizards took my payment and I still have not got my product. Order Number: #******** Date: 2021-11-29 19:58:47 Status: validated Shipping Info Order date: 2021-11-29 19:58:47 Ship to: ***************************** Address: ********************* Zip Code: ***** ***** *********** Tracking ID: ******************

      Business Response

      Date: 11/06/2022

      Hello *******, 

       

      We have looked further into your complaint and have found you have also been in contact with WOTC directly on this order. WOTC advised all customers who have been waiting on the Heads I Win, Tail You Lose product have received an email within the last 30 days confirming that the printing of the product is complete, and orders will begin shipping on October 24,2022. 

      Once the processing of all orders to be shipped is complete, all customers will receive tracing information. 

      We ask you to please allow completion of the process and await your email with tracking information to arrive in the next ***** business days.

       

      Kind regards,

    • Initial Complaint

      Date:10/05/2022

      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.
      On 8/15/2022 I ordered 2 of the Haslab Hiss Tanks (order #*******) in the amount of $678.23. Soon after I received an email stating that there was a problem charging the card, yet there were plenty of funds and they had no problem when the order was first placed. I had tried multiple times to update to a different card but it did not work on their website so I tried contacting customer service and even requested that they change the quantity to 1 and retry and I assumed it had went through, yet on 9/19 I received an email stating that the entire order was cancelled and when contacting customer service I was told they would not reinstate the order. Since this is a limited item and I was not given adequate help to keep my order, I would like the order to be reinstated, at least for just 1 of the 2 I ordered, I know they will still be produced and they will have extras so there should be no problem letting me buy the ones I ordered. I have a following on my ******* channel and on social media and have always praised Hasbro, I'm hoping they can do the right thing and resolve this with good customer service. Thanks very much.

      Business Response

      Date: 10/06/2022

      Hello *******, 

      Thank you for your email, I have looked into your order and can provide the following details. This was a product that was sold for a limited time during the backing phases. When the order was moved to production on 8/16/2022, we tried to charge your credit card provided and the payment failed from your bank with the explanation of insufficient funds. You then chatted with a Pulse representative on 8/22/2022 and inquired about reducing the order from the quantity of two down to one but at the time did not make any changes to the order as you were informed the payment would be pulled on 9/16/2022 and you stated you would wait. The account was charge again on 9/19/2022 as a second attempt to secure payment and the bank rejected the charge again based on insufficient funds. After the second attempt to secure payment, your order was cancelled. The backing timeframe has ended, and this product is no longer available for order. 

       

      Thank you,

      Customer Answer

      Date: 10/15/2022

      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 incorrect, I called in again and told customer service to reduce the quantity to 1 and to recharge the card. Then on 9/19 the card was declined despite there being enough funds, I then called customer service to change the payment method but they had already cancelled. Despite all this, my order will be produced and Hasbro will have extra quantity so there should be no reason why I cannot still pay for it. This is absolutely terrible customer service, I have a review channel on ******* with a significant following as well as Instagram and I will not be supporting any Hasbro products from now on as they do not care about their customers. I still want Hasbro to resolve this and I can also take this to small claims court which I am absolutely willing to do.

      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: 10/19/2022

      Hello *******, 

      We have investigated this claim further as all phone calls are recorded for quality assurance. Regrettably we found no trace of a second call to reduce the quantity of the order, only the chat asking if the quantity could be change but no action to reduce was requested. The account on file for payment as tried twice to secure payment for the order and declined twice by the back for insufficient funds. The screenshot you provided shows that we did attempt the second time without success and the order was then cancelled in accordance with our Haslab backing policies. This product can no longer be secured for purchase and your order is not able to be reinstated. 

    • Initial Complaint

      Date:08/17/2022

      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 placed an oder through hasbropulse.com (order #******) on 07/28/2022. Prior to it shipping, I emailed them and asked to cancel the order and was given a return authorization number. I refused the package and it was returned and received by Hasbro on 08/05/2022. I have emailed them three times about my refund and have not yet received a refund or a reply to my emails.

      Business Response

      Date: 08/21/2022

      Hello *****,

       

      Thank you for your email on your recent Pulse order, I was able to track the returned package back to our warehouse and I've issued you a full refund. You will also receive an email notification from Hasbro Pulse as well. 

       

      Kind regards,

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

      Global ************* Senior Manager 

    Hasbro, Inc. is NOT a BBB Accredited Business.

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