Commercial Manufacturers
Mattel, Inc.Headquarters
This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Commercial Manufacturers.
Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/28/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello!I am reaching out to you guys after not having any response from them, i've had my mattel membership since 2021 and right now i am very upset at their customer service, i recently reached out to them to exchange a product that was defective and they were very nice about it and they processed the whole thing, BUT after that i am no longer receiving their emails, theres some emails that are only for members and that contain links to new released products and i am missing out of stuff because they took me out of their emails because i complained. I went ahead and added my emails again to receive emails and still theres no fix. I actually took social media to complain about this issue and it seems like im not the only person having this problem, i had at least 7 people saying that happened to them after complaining of a problem with a product. For me this is definitely a bad customer service, i spend a lot of money with them and i pay for two memberships, the barbie and the monster high ones. At this point im not sure what else to do but i think this needs to stop, i am being "blacklisted" for a mistake THEY made with their products, someone needs to be held accountable for this!Business response
01/29/2025
We've reached out to the consumer via email and phone several times, and let her know we would never remove her from our email list. We are thrilled to have her as a customer and fan of our brand! We have opened a ticket to resolve why she is not receiving expected emails.Initial Complaint
01/12/2025
- Complaint Type:
- Product Issues
- Status:
- Resolved
In November 2023, I preordered one Barbie by American Girl Collector Doll from Mattel Creations. The promised delivery date was November 2024. In December 2024, I received an email from Mattel with a refund for this purchase. There was no explanation and no apology. I emailed Mattel customer service asking for an explanation and letting them know that their refund was unacceptable. We had entered into a contract a year ago, they took my money and held my money for a year, and suddenly refund it with no explanation, which indicates to me that they do not care about their customers. I received an email back thanking me for my feedback.This doll is not selling for well over the retail price online and up to $999. on ****. The doll was a gift for my wife, who is a collector, and I became a member of the barbie Club in order to make it easier to purchase collectable dolls. Bottom line, I want the doll that Mattel sold me, per our contract.Business response
01/13/2025
We've reached out to the consumer and resolved their concerns.Customer response
01/13/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Thank you BBB for all of your assistance! Thank you Mattel for your actions.
Sincerely,
*********** ****Initial Complaint
12/30/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
The price difference on my device verses a friends is twice as much, yet advertised as 40% even 70% off on my device. Ive noticed for countless items in the ********** store Ive been overcharged. If youd like to make it right, my user ID is *************Business response
12/31/2024
We've reached out to the consumer to obtain the link to the site and or app she is using, and additional information about the charges, in order to research her request and assist her best.Initial Complaint
12/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered the Barbie Styled by Design Doll 2 and they shipped it via ***** on Dec. 16, 2024. ***** had it out for delivery on Dec. 20, 2024, but they never actually delivered the doll that day. I had contacted ***** multiple times, but they wont help me get a useful update on my order. I asked them if I could just pick up the package at the local facility. They told me to contact Mattel to change the option from delivery to pickup. I called Mattel and they told me they cant do it and that I should just wait for ***** to deliver within the waiting window. My order is a limited edition doll and Im worried by the time Mattel decides to issue a replacement, it would already by sold out. I feel so screwed as the customer between ***** refusing to help me out and Mattel not letting me just pick up my package. This is not acceptable.Business response
12/23/2024
We've reached out to the consumer and we are assisting her in the delivery of the dolls.Customer response
12/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** ********Initial Complaint
12/17/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a gift on Nov 30, 2024 from Mattel Creations. Eventually I received notice that it was to be delivered on Friday, 12/13 - a full 2 weeks after I ordered it. In the meantime, tracking information for the order disappeared and nothing reappeared. On Friday, 12/13, I contacted Mattel through their website form & told them if I didn't receive it by Saturday, 12/14, I didn't want it. I also said if I didn't receive some sort of response by Saturday, I'd return the ******** wanted a full refund.I received the item on Tuesday, Dec 17th. I never received any response to my message on their website. Their return policy is to subtract shipping and "processing" fees from the refund. Plus, the buyer (me) is on the hook for return shipping charges. Unacceptable when they couldn't deliver the item in a timely manner. Party for which this was for came & went.Business response
12/19/2024
We've reached out to the consumer and resolved his concerns. We are in touch with the consumer if he needs further help as well.Initial Complaint
12/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On October 2023, I ordered 2 of the Kenough *** hoodie dolls. To my shock and lots of others the doll wouldnt be arriving until October 2024. Were paying $50 for a doll we wouldnt get for an entire year. If you wanted to play it safe, with Mattels questionable quality, many ordered multiple because we were lead to believe this face sculpt would be a one time release.??The promo doll had fluffy styled hair and a wonderful lively face. Once the long wait came was over, the dolls arrive. Hes opened and that fluffy hair in the promo is now 5 thin strands of gelled hair. His eyes now much larger and topped with lighter paint that makes him look corpse like. The worst offense, his blush red lips are now dead purple?Many people hate what Mattel did as Id seen many disappointed customers, others say the dolls rarely look like the promo. As far as I know, aside from hair and clothes no doll has differed so badly. Neither of those are a good thing on Mattels end. People paid $50 a year in advance for a doll Mattel then made extra of, threw in an outfit from another doll and charged half the price. They couldnt even change the product number, its so obvious this was thrown together!I contacted Mattel an explanation and let them know I wanted the doll we were shown. I was GIVEN, not offered, a return replies then was ignored for 2 weeks before I contacted again. I was then hit with a sorry your order hasnt arrived? They didnt even bother to read my message.??I dont want a refund being left with no doll at all. I dont want a replacement of the same doll because itll be the same case as the ones before just a chance of getting one thats not wonky. ?????? I want the doll thats looks like the promo. I dont even care if revised and put on another doll or a rerelease. I just want the face we were promised, the blush lips and smaller eyes, the hair would be nice too. Ive NEVER been so dissatisfied with Mattel, the actions they pulled here were diabolical.Business response
12/13/2024
We are sorry for the disappointment with the doll and appreciate the feedback. We've set up a return of the defective doll for a replacement doll. We are here to assist the consumer fully if he is not satisfied with the replacement.Customer response
12/13/2024
Complaint: 22675611
I am rejecting this response because:
I was never offered a replacement unless this is something that happened today and wasnt filled in on. I was offered a refund with return which I made clear I didnt want in my original post for obvious reasons. I want a doll closer to the promo we were promised.Quality, though usually a concern was never the main issue here. Its that we were shown a doll for preorder a year in advance then given a doll that differed greatly a year later. That coupled with the having the same screening as the playline perfect day *** and same product number shenanigans. Its just extra scummy because the long wait as well as the fact that I looks significantly worse in ways that shouldnt that were completely unexpected and unreasonable.
If a doll we paid $50 DOLLARS for a year in advance came out like this, why are we supposed to this think it wont happen again. Without a proper solution Id hope many would NEVER order a made to order doll again, and I surely wont because what happened here was plain wrong. I and many other collectors need this to restore our faith in Mattel and I know its possible.
?? Now if the replacement in question has the listed edits in my original post (Red toned lips instead of purple, smaller eyes without white shadow and maybe better hair), closer to the promo photos thatd be amazing. However I havent heard anything about that. Please offer me the assistance you guys mentioned at the end of your response.
Sincerely,
***** ******
Business response
12/20/2024
We've reached out to the consumer about his three doll orders, and confirmed he doesn't want to return them for a replacement or a full refund of the dolls using our prepaid labels. The consumer prefers to keep the three dolls. We are very sorry that the consumer is disappointed with the product, and we appreciate the feedback he has provided us with, as one of our most passionate and dedicated fans. We have passed on his feedback here.Initial Complaint
12/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
ID ************* Dear Better Business Bureau,I am writing to file a complaint regarding the *** game available on the Apple App Store for iPhone, developed by Mattel163. While playing the game, I have observed what I believe to be manipulative tactics designed to pressure users into making in-app purchases.The game includes mechanics that seem deliberately constructed to cause players to lose their in-game coins, creating a scenario where purchasing additional coins with real money becomes necessary to continue playing. This practice appears to exploit users by creating artificial scarcity and frustration, which undermines the fairness of the experience.While I understand that in-app purchases are a common feature in mobile games, the implementation in this case feels predatory and not fully transparent. This approach can mislead consumers, particularly younger players, into spending more money than they intended.I request that the Better Business Bureau investigate whether the app complies with fair consumer practices and holds the developer accountable for any unethical behavior. I am also sharing my concern with ***** to ensure the app adheres to the App Stores guidelines regarding in-app purchases and user experience.Thank you for your time and attention to this matter. Please feel free to contact me if further details or clarification are needed.Sincerely,********Business response
12/17/2024
We've reached out to the consumer and our Mattel 163 Team is assisting the consumer with her concerns and questions.Initial Complaint
12/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hello my name is Belenand my niece Katery I am writing to formally file a complaint regarding a highly inappropriate and concerning incident involving a product I purchased. Recently, I bought a doll from the movie The Wicked for my niece, manufactured by Mattel, a company we have trusted for generations. I grew up with the product of this company and I had really good memories in my childhood and always loved all the things that company made for me but now I'm very disappointed and stressed, I'm upset I try to share the same feelings to my niece, we was waiting for movie wicked for months is one of our favorite musicals and last month before the movie I bought an elphaba the dolls on ******* here in ********** my dismay, the doll included a QR code/link that directed us to an adult website with explicit content. This was not only shocking but also caused significant emotional distress to my niece. She is a young child, and this experience has left her traumatized. And I feel so bad because, i bought the doll for her, and I recommend check the link because I thought was Wicked the musical videos or more products and other type of dolls characters of the same movie Mattel has been a cornerstone of our childhoods, providing safe and age-appropriate toys for decades. However, this incident represents a serious breach of trust and raises concerns about quality control and the safety of their products for children.I am requesting immediate action from the company, including:A formal investigation into how this inappropriate content was included in their product.A public statement addressing the issue and assuring parents and consumers that steps are being taken to prevent similar incidents in the future.Compensation for the emotional distress caused by this incident.I am submitting this complaint to ensure that other children and families are not exposed to similar harm. I look forward to your prompt response.Business response
12/17/2024
We've reached out to the consumer. Mattel was made aware of a misprint on the packaging of the Mattel Wicked collection dolls, primarily sold in the ***** which intended to direct consumers to the official *************** landing page. We deeply regret this unfortunate error and are taking immediate action to remedy this. Parents are advised that the misprinted, incorrect website is not appropriate for children. If you own a product, we recommend that you discard the product packaging or obscure the link found on the package and obscure the link found on any instruction materials.
Customer response
12/19/2024
Complaint: 22672451
I am rejecting this response because:
I must express my disagreement with your position and reiterate my concerns regarding the serious issue at hand.The sale of dolls under Mattels name that contain adult content is not only deeply concerning but also irresponsible. My niece and I have both been directly affected by the harm caused, both emotionally and mentally. The presence of inappropriate material in toys marketed to children, under a brand that we trusted, has caused significant distress and injury to us. Is something that I can't fix easily and I'm spending my money in professional support for mental and emotional help, and I'm in a hardship.I strongly believe that Mattel must take full responsibility for the damage caused by this oversight. The impact on my nieces well-being, as well as the emotional and mental toll it has taken on both of us, cannot be underestimated the expenses that I had after this to help my niece mentally and emotional and I. Therefore, I am requesting that Mattel take appropriate action, including compensating for the harm caused and addressing the oversight that allowed these products to be sold and I spend.I hope Mattel will act swiftly and responsibly to rectify this situation and prevent any further harm. I look forward to your prompt response and a resolution that acknowledges the gravity of this matter.Sincerely,
***** ****Business response
12/27/2024
We've reached out to the consumer by email for a complete phone number so we can assist her further and set up a return for a full refund as well.Initial Complaint
12/06/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Bought an american girl barbie last year over a year ago . i was charged 300 plus tax . i was told the wait was approx a year . today more than a year later i get a email saying order refunded. Called and spoke to a useless cs agent who barely speaks english who stated of sorry they were over sold and theres no more . well hows that possible ! the doll was ordered within 30 seconds of it being listed on their site and the card was charged . Now a year later a few weeks before christmas they decide theres not enough stock !! NO !! not only that they kept all our money for over a year making some serious interest on it .. the CEO should be ashamed and investigated for fraud. Why dont i sell an item take enryones money use it to invest in stocks make more money!! sounds fishy to me ! another corrupt company racket ! shame on you !!!Business response
12/10/2024
We've reached out to the consumer and resolved her concerns.Customer response
12/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** *********Initial Complaint
12/05/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On 11/30/2023, I placed an ordered for 2 limited edition American girl Barbie dolls from Mattel creations for $300/each. Order number was CHP4219840. I was advised these items were set to ship in November 2024, almost a full year later. Although disappointed I would not be able to gift these dolls to my daughter and niece for the 2023 holiday season, I was still okay knowing these special gifts would arrive for the following Christmas. I patiently awaited my shipment, while seeing other buyers receive theirs and instantly turn around and offer them for double and triple the price on the secondary market. I was relieved to know I wouldnt need to be spending these exorbitant prices, as my initial $600 was high enough. Then, after placing a call on 12/3/24 to find out my status, I receive a notification 2 days later on 12/5 that my ordered had been canceled as they ran out. I am beyond words and beyond upset that these special gifts that k have been looking forward to gifting for this past year are no longer coming. This is a TOY COMPANY!! Of all companies, a toy company should no better than to do this to their customers 3 weeks before Christmas. There were no solutions offered, just my money back. Unbelievable! They made a mistake and made no efforts to correct this. A toy company should be held to the highest customer service expectations as they are in the market of bringing joy to children! If they need to buy on the secondary markets that is fine, but I want my dolls that I purchased a year ago!Business response
12/09/2024
Our team has been in contact with the consumer and we've resolved her concerns.
*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. ↩
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
158 total complaints in the last 3 years.
57 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.