Commercial Manufacturers
Mattel, Inc.Headquarters
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Complaint Details
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Initial Complaint
11/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a swing from them. The swing got recalled. Said it was unsafe and caused deaths. I sent them my receipt. The credit card used to pay was in my name. Filed a claim. But because I did not take a certain picture before I threw away the swing they said I am not entitled to my recall. Case Number: ********Business response
11/25/2024
We've reached out to the consumer regarding the the affected headrest and body support insert on the seat pad of his swing and provided recall information. The consumer notified us that he no longer has the parts affected by the recall and has also discarded the entire swing. An online portal has been set up where consumers can upload an image of the affected headrest and body support for validation. ******************************************************************************************************************; The consumer let us know he can't retrieve the affected parts of the swing.
Customer response
11/25/2024
Complaint: 22558137
I am rejecting this response because:-There response is not a solution, just a statement of facts that is not argued by either party.
-I have proof of purchase that matches my name, address, credit card, etc. However they want more information even after I discarded the item.
-I recall is a chance for a company to make things right. Clearly, they are not doing that in good faith. They are following the minimum requirements that a court forces them to.
Sincerely,
******* ******Business response
11/27/2024
We are required to follow the rules of the recall and, regrettably, the consumer had already discarded the affected parts as well as the entire product.
*************************************************************************************************************
Customer response
11/27/2024
Complaint: 22558137
I am rejecting this response because:The business is making a claim that they must follow the rules setup for the recall. This is the MINIMUM rules that they have to follow. ****** they are in the business of doing the absolute minimum of what is required of them by law. Not what is right. Not what is expected. But legally the minimum of what they have to do.
Sincerely,
******* ******Initial Complaint
11/13/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I had a Fisher Price *********** purchased for my baby and it did not work properly. I sent an email to customer service, who asked for the number on the back and apologized for the delay due to a high volume of emails(although the email was within a day or two). I sent them the information they asked for and then they replied same day asking if I wanted a refund or a replacement. I asked if they had the color I had was no longer sold, they replied it was out of stock, so I had asked for a refund per their email. I hadnt received a response so I replied two weeks ago. It has now been over a month since the last email they sent, with zero replies back from ***************** As someone who works in ***************** this is THE WORST CS exchange Ive ever had to deal with.Business response
11/15/2024
We've reached out to the consumer and her refund check is in the mail. It appears that an unintended error caused a delay in the follow-up response and we apologize for that delay.Initial Complaint
11/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I recently paid $9.99 for a year membership to the ************ (***). I did this because I was promised access to special member only deals. Although I have purchased a couple of items that were in stock, I am not able to buy the new releases, which are advertised along with a count-down timer. As soon as the timer went to zero, I attempted to purchase, but the item was sold out. How can this happen? I am very unhappy about this.Business response
11/15/2024
We've reached out to the consumer and we're sorry that he missed out on a few of the offerings for the ************** We truly appreciate our fans! Its always our intention to get our product into the hands of the fans who love our product the most. Due to the limited nature of products, we cannot guarantee that every member will have a chance to buy every car. The consumer has a membership that began at the end October, and they have been able to purchase an exclusive item and we hope they will participate in future sales.
Initial Complaint
11/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased some dolls from Mattel for my children. The back of the doll boxes has a very inappropriate website linked for children to follow. ********** does not take you to fun details regarding the movie Wicked. I am beyond upset that my children were able to view this adult information. Where is the quality control? Mattel sold these dolls and didn't have the contents inspected? Now my kids want nothing to do with the dolls purchased. What is going to be done about all of this?Business response
11/11/2024
We've reached out to the consumer and advised her that 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. The consumer mentioned they no longer want the dolls. We are awaiting a reply from the consumer.Customer response
11/13/2024
Complaint: 22537541
I am rejecting this response because:
Damage has been done. These dolls are not wanted after all of this incompetence. What is Mattel prepared to offer for all of this? This is just sad and unacceptable.
Sincerely,
*** *******Business response
11/18/2024
We've reached out to the consumer and offered to help her with her purchase, and we are awaiting her reply.Customer response
11/21/2024
Complaint: 22537541
I am rejecting this response because:
A *** reached out and offered no solution whatsoever regarding all of the issues stated previously. "Yes they will absolutely be returned for full refunds. And requesting additional compensation for damages. The audacity of not even offering a gift card so they could at the least pick out something else. Especially after this disgusting company error. That says a lot in terms of how you treat regular customers. Your incompetence ruined a child's party and gifts. Not to mention the long term psychological effects of these children exposed to vile pornographic content. Very poor customer service."Requesting the name and contact information for Mattel Corporate, email address and phone. Another complaint needs to be filed as no one has assisted appropriately. Please advise.
Sincerely,
*** *******Initial Complaint
10/23/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Mattel has "club" for Barbie collectors which you pay to be a member of on a yearly basis. They give you access to purchase collector dolls before the general public. They recently showed us images of a new doll "styled by ***** ******" a few days before it would be launched and advertised the doll to us with a price of $35. Members were excited about the doll and thankful the doll was reasonably priced ( some dolls are $150+). When the day arrived when we could order the doll it was priced at $45. Even though they advertised it to us as being $35 for days before the launch. I think they should have to honor the price they advertised it to be. There were a lot of members upset by this "bait and switch" tactic and the company seems to have no remorse for acting this way.Business response
10/24/2024
There was a miscommunication around price-point on our end. The price reflected in online news stories is correct, but up until now the price on our site has been $35. You'll notice as of now that the site reflects the correct price ($45). We are sorry and truly apologize and appreciate your understanding.Initial Complaint
10/22/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I am a paying member of the Mattel Creations web site, specifically their Club 59. I was excited to purchase an item advertised at $35 USD for almost a week, but unfortunately the business raised the items price hours before it launched for sale. I inquired about a $10 credit towards the doll due to the false advertisement, but in turn the forum moderators have locked the thread due to all the negative feedback they received.****************************************************************************************************************************************************************************************************Business response
10/23/2024
There was a miscommunication around price-point on our end. The price reflected in online news stories is correct, but up until now the price on our site has been $35. You'll notice as of now that the site reflects the correct price ($45). We apologize and appreciate your understanding.
Initial Complaint
10/22/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Mattel released the product listing for this doll on October 18th. This was sent to Mattel club members with a link to pre-order the doll for $35 via email on October 22nd. On the night of the 21st, a Mattel club moderator let us know that they misrepresented the price, and that the product is actually $45 and not the originally advertised $35. The moderator noted that in a ********** article, the price was listed as $45. The issue is that the product cannot be purchased on ********** as it just a news website and that the quoted price was most likely $35 for the doll and $10 for a membership, which is the only possible way to purchase this doll. I'd like a $10 refund and the original price honored.Business response
10/23/2024
There was a miscommunication around price-point on our end. The price reflected in online news stories is correct, but up until now the price on our site has been $35. You'll notice as of now that the site reflects the correct price ($45). We apologize and appreciate your understanding.Initial Complaint
09/06/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I pre-ordered three super bowl championship items from Mattel creations February 6th. The game was played on February ******* won. The money was taken out of my account on February 13th,******* April I called Mattel Creations to check on my products. I was told that because my items were " special ordered" they were scheduled to be delivered in AUGUST. After contacting them for a second time. On August 12th,I received the Little People figurines,on August 27th I received the ** CHIEFS uno cards. I'm still waiting for my doll( which is what I REALLY want.) I reached out to them again and was told I should receive it by 09/14/2024. Now they are telling me it won't be shipped until September *******.Business response
09/11/2024
We're sorry for the disappointment the consumer has experienced, and we've reached out to the consumer and advised that the item is on back order. Back order dates are tentative but we expect it to ship soon with a date of September 27. We're keeping an eye on their order to update him, and have reached out to them to address their concerns.Initial Complaint
09/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I funded the Mattel Masters Of The Universe Origins Eternia Playset via their crowdfunding platform Mattel Creations. When the item was shipped in February 2024 it arrived damaged with a giant hole punched through the packaged items inside, because it was improperly packaged. I contacted Mattel and they asked me to return it, and that a replacement would be sent two weeks after it was received. It has now been more than 6 months. Every time I call customer service I'm given the run around. Now they are saying that they are unable to replace it. I want what I was promised.Business response
09/09/2024
We've reached out to the consumer and refunded him fully.Customer response
09/09/2024
Complaint: 22234797
Dear Mattel Team,
I am writing to express my ongoing dissatisfaction with the resolution of my order issue. As a loyal customer who backed and paid for this item in 2022, I am disappointed that due to improper packing on Mattel's part, the item arrived severely damaged.
Now, instead of receiving the product as expected, I am being forced to seek it out on secondary markets like ***** at a much higher price. This outcome feels unfair and does not reflect the level of service I had hoped for.
I kindly request a more appropriate resolution to this situation.
Thank you for your attention to this matter.
Best,
***** *******Business response
09/23/2024
We've reached out to the consumer several times, and we are sorry for his disappointment. We have refunded the consumer in full for the set he returned to us, and responded to his request for a refund beyond his purchase price. We were able to previously refund his full purchase price. We're grateful for his enthusiasm for our products and apologize that a replacement is not available.Initial Complaint
08/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In the letter Mattel stats that you have to mail in the blister cards in a separate paragraph. which since they have pulled of the rules for the promotion my recollection stated that if you don't have the original receipt, an online receipt with blister card would be considered a legitimate purchase. They sent me back the money order with the letter. Dated August 16 2024. I'm not mad that they didn't want me to have it. they have always treated my people this way in ********. Its the kid I was gleaming about that would hopefully have better lock and enjoy his Cornet for Christmas as i don't collect toys I give then to children at my **************Business response
08/26/2024
We understand the consumer's disappointment, but it order to be fair to all participants the rules of the promotion must be followed. The rules have not changed. We reviewed the consumer's submission again, and their submission did not include blisters cards. Therefore, their payment was returned. We've included the rules below. We hope the consumer will participate in future promotions.
Rules:
1. During the Promotion Purchase Period from July 5, 2024 to August 15, 2024 buy any $20 (before taxes) of Hot Wheels 1:64 basic cars from the 2020 to present assortment numbers C4982, L2593, and/or HGY16 from participating Dollar Tree and/or Family Dollar stores. Follow these Official Rules to request one Hot Wheels 1:64 65 DODGE CORONET (Promotional Vehicle) from Mattel, Inc. (Mattel), while supplies last.
2. For each Promotion Vehicle you request, mail: (a) your original (no photocopies) cash register receipt(s) dated from July 5, 2024 to August 15, 2024; (b) blister cards from single packs of cars (the entire cardboard piece, but not the car or plastic window), or UPC codes from the multipacks matching the receipt totaling $20 (twenty dollars) before taxes; (c) a completed order form; and (d) a check or money order (unless you pay online via credit card) payable to Mattel, Inc. for US $7.00 shipping and processing for each vehicle you order.
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Customer Complaints Summary
159 total complaints in the last 3 years.
58 complaints closed in the last 12 months.
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