ComplaintsforMattel, Inc.

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Initial Complaint
09/06/2024
Complaint Type:
Delivery Issues
Status:
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.
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
08/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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.
Initial Complaint
08/09/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Requesting this complaint forwarded to corporate headquarters for assistance and resolution.Regarding ORDER CHP5400646:Purchased this Silkstone Barbie back in June and just received it recently. Upon inspection, the doll has cracks/splitting on the arms and joints. There are several openings that should be sealed. There is discoloration on the torso area. This is a $75 collector doll, and no quality control was provided. This is also a known issue. As I checked the reviews online and saw that many others received this same item with the same issues. This is simply unacceptable. Where is the integrity and business etiquette? What was received does not match the advertisement. I am requesting some form of compensation due to defective merchandise. I do not want a replacement, due to so many others having the same issue.
Business response
08/13/2024
We've reached out to the consumer and the issue is resolved.
Customer response
08/13/2024

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
07/25/2024
Complaint Type:
Delivery Issues
Status:
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.
I need your help. I placed an order for the Ultimate Challenge Hot Wheels last year (August 9) but have yet to receive my purchase, despite two failed orders. Hot Wheels: Ultimate **************** Skyline GT-R (R33) purchased August 9, 2023 ORDER CHP3423095 *********** delivery lost (hasnt been delivered as of 7/25)Replacement order after escalation (Case ********) to Mattel delivered with the wrong item (Beatles Uno game)As of July 25, 2024, I still do not have the Hot Wheels: Ultimate **************** Skyline GT-R (R33) purchased almost a year ago Request:Ship the correct item to ************************* ********************************************* Item: Hot Wheels: Ultimate **************** Skyline GT-R (R33)Utilize ***** Overnight or Two Day shipping instead of SmartPost Details: On August 9, 2023, I ordered the Hot Wheels: Ultimate **************** Skyline GT-R (R33) car and was told it would ship on or before July 01, 2024.ORDER CHP3423095 That order shipped on June 24, 2024 but as of today (7/25/24), still hasnt been delivered.Fedex Tracking: ************ Status On the way On July 11, 2024, I submitted an inquiry on the Mattel website to request assistance.Case ******** On July 12, I received a reply asking for my shipping address which I responded same day to provide address.On July 12, I received a reply informing me that a new order for the car was placed, with an approximate ship date of August 1. On July 12, 2024, I received the automated e-mail saying my replacement order was confirmed.Order# CHP5511198 On July 16, 2024, the replacement order was shipped.Fedex Tracking: ************ A package was delivered on July 24th however, the Hot Wheels: Ultimate **************** Skyline GT-R (R33) car was NOT inside.I received the wrong item *********** Uno game. As of today I still do NOT have the Hot Wheels: Ultimate **************** Skyline GT-R (R33) car that was ordered and paid for on August 9, 2023.
Business response
07/30/2024
We've reached out to the consumer and let him know that his product is on the way. Tracking indicates it will arrive within the next 48 hours or less.
Customer response
07/31/2024

Complaint: 22043543

Thank you for the new order, I appreciate the effort. I also recieved a refund, which I did not ask for. I appreciate that
However, I havent received the car yet. I had originally asked for overnight or two day shipping but that seems to not be the case.
as of today; I still havent received the delivery.
Sincerely,

*************************
Business response
08/01/2024
The package is on the way to the consumer via ****** We are keeping an eye on the tracking also, to make sure the consumer receives his package and we will assist the consumer if he needs further help.
Initial Complaint
07/10/2024
Complaint Type:
Delivery Issues
Status:
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.
Complaint Regarding Order CHP4497991 Dear Better Business Bureau,I am writing to file a complaint against Mattel Creations regarding my recent purchase of a Silkstone ******************* (order number CHP4497991). On February 14, I placed an order for this collectible doll, and my credit card was charged $103.72.Despite my attempts to inquire about the status of my order, I received no response from Mattels customer service. To my dismay, my order was eventually canceled without any communication. When I called to reinstate the order, I was informed that the doll was sold out, leaving me without the product I had eagerly anticipated.As a loyal customer, I find this treatment unacceptable. I believe that Mattel should have better communication practices and prioritize customer satisfaction. I kindly request that the Better Business Bureau investigate this matter and address it appropriately.Thank you for your attention to this issue.Sincerely,***************************
Business response
07/15/2024
We've reached out to the consumer and shared the shipping and tracking information with him. The order was never cancelled. The item was fulfilled and then refunded to the consumer because the package was sadly lost in transit by the carrier.
Initial Complaint
07/09/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I am trying to reach a Corporate rep regarding a delicate situation. Please pass over to Corporate. I paid for a Barbie Signature Memberships in hopes of gaining more opportunity to purchase my favourite dolls. There recent were a re-release of the *********************** Barbie on your website exclusive to members only and I was still Unable to make this purchase for the 2ND time around. Supplies were depleted while checking out. I am very sad to notice only moments later to find dozens for sale on **** due to scalpers and resellers. I am utterly heart broken as this was a supposed to be a surprise for My granddaughters birthday. Why is it so difficult for long time customers and collectors to be able to purchase their favorites? I have checked and she is only available at overpriced third party stores. May I ask how many I obtain a purchase of this item? I've paid my membership, I've spent a lot of funds with this company. I need some sort of resolution here. Please advise.
Business response
07/15/2024
We've reached out to the consumer and let them know that this popular item was not an exclusive and was also sold at Target. We are sorry that the item is presently sold out and advised them to click the notify button to be advised when the item is back in stock.
Initial Complaint
06/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On or Around January 2024, I purchased 2 Super Bowl Barbies. And 2 Decks of SB uno card sets. I have still not received the purchased items and have when I have called them. They have one excuse after another, as to why I have not received my purchase. Going into a Nee Football Season and I would really appreciate it if you can help me to get my Purchases.
Business response
07/03/2024
We looked into the consumer's order and it is currently on back order. However, it's possible it could ship before the August back order date. The order is in our system for fulfillment.
Initial Complaint
06/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased an item on April 2nd. It arrived April 10th damaged. I returned it and it was delivered April 30th. Over 1 months later, still no refund and no responses to my emails. They are scammers stealing money instead of refunding. Tracking shows it was returned OVER 30 days ago and they can't be bothered to send a refund.
Business response
06/10/2024
The consumer was refunded already but needs to allow up to 7 business days for the refund to show up on his statement.
Initial Complaint
06/05/2024
Complaint Type:
Delivery Issues
Status:
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.
An order was placed on 5/28/2024. The total price paid for the affected items was $63.48.Three items were ordered and the payment was completed. Two limited edition diecast cars, product named Rlc Exclusive 1991 *** M3 and Rlc Exclusive ************************* "Urban Outlaw" Porsche 964, were refunded without valid explanation of order allocation.On 6/4/2024 I called to check on a third item in the order, the 2022 Rlc Membership '72 ****** Skyline H/T 2000 Gt-R, for a clarification on the item status. There was no indication of an error on my order, notification of out of stock, or any other reason to guess my order was not going to be completed. The representative informed me that the Skyline would be shipping, but the 1991 *** M3 and Urban Outlaw Porsche 964 were out of stock at their warehouse, and would need to be cancelled. The representative provided a refund for these items, which I do not want.The representative said that they oversold the product. I called back on 6/5/2024 for clarification. Both the *** M3 and Porsche 964 were available to be purchased after I had already completed my initial order on 5/28/2024. The customer rep tried to explain that the line system allocated my order incorrectly, but I purchased and paid before the product went out of stock on the site. At the time of my purchase, the *** and Porsche were still available to place in cart and enter the line.If the line system allocated my order incorrectly, it would have removed the items from my cart prior to purchasing. My purchase money was held for 7 days without any notification that a product would not be delivered. My product was allocated correctly and it should be in my order. Mattel held my money without intention of delivery, as their stock notification should have determined it was unavailable prior to 7 days passing. I do not want a refund, I want the product that was ordered and allocated during their line system. Order number: CHP5341347
Business response
06/06/2024
We've reached out to the consumer to address his concerns about his order cancellation.
Customer response
06/06/2024

Complaint: 21806186

I am rejecting this response because:
No resolution was provided or alternative resolution was suggested. Currently, Mattel said they would notify me if stock becomes available which is passive and a bid to end this situation without providing resolution.
I explained to the rep that my order was placed well before the orders were closed for this product.
If my order was not allocated, then that means that this product was egregiously oversold, and many others would be receiving cancellations. I was not given notice of cancellation until I reached out to Mattel a week later, where one would expect to be notified immediately, if a stock issue is found to be a problem.
Mattel held my money, and potentially others, as liquid cash for a period of time with no intention of fulfilling the order. This is essentially a short term interest free loan from customers.
********************************************* has this issue on a broad scale in the community, not just with this order. RLC is a paid membership service, and it is plagued with automatic purchase bots and site errors. The website crashes frequently on go-live dates of new products and sales, so getting a chance to use your membership is a struggle in of itself. When you are able to purchase, Mattel will hold money, and issue a cancellation if the item is discovered to have been oversold. This is a frequent occurance among customers. If they are able to purchase at all.
Stock updates should have happened prior to my calling in, and should have been accurate at time of sale. This was a mistake on Mattels part, whether it was inventory or from the sites perspective.
Either this has happened to many people who are unaware of their cancellation and their money is being held indefinitely, or my items were not allocated properly. Id suggest that other items from the sale were affected by this inventory error as well.
Mattel Creations site should be properly configured to match warehouse inventory so customers are not charged for product if it wont be available. If I was charged, it should have been allocated, as I completed the line checkout and the item was not removed from cart. The site checks for stock at time of checkout. There must be at least 1 of each of the items in my order to fulfill this request. If there is not a single one of these items available at Mattels disposal, please provide alternative resolutions.
Sincerely,

*************************
Business response
06/07/2024
We appreciate how much this order meant to the consumer. We are sorry for the disappointment this has caused. Regrettably, we do not have a replacement. The consumer was previously refunded.
Customer response
06/07/2024

Complaint: 21806186

I am rejecting this response because: is there an alrernative product that can be offered?

Sincerely,

*************************
Initial Complaint
06/04/2024
Complaint Type:
Delivery Issues
Status:
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.
Mattel attempted to fake resolving an issue with my by taking an order of mine in bad faith. After being denied service initially, I was provided an order invoice and confirmed my order (order# CHP5330697) on May 23, 2024. I was subsequently charged for my order right away. Today, June 4, 2024, I was informed my order could not be fulfilled.
Business response
06/05/2024
We checked and the consumer's order will ship next week. We apologize for the miscommunication.
Customer response
06/14/2024

Complaint: 21803885

I am rejecting this response because:
Despite Mattels claim that my order would ship this week, this has not happened. A tracking number has not even been generated yet, and Mattel orders never actually ship out the same day a tracking number is generated.
I am not confident they actually intend to deliver my purchased product.

Sincerely,

*******************************
Business response
06/18/2024
The consumer's order is in the system and is on back order until 6/28/24 and will ship. Back order dates are tentative and it could ship sooner.
Customer response
06/28/2024

Complaint: 21803885

I am rejecting this response because:

u was issued a tracking number for the order, however the carrier states the tracking number is invalid. Also, Mattel has a documented history of issuing me tracking numbers for orders that never get sent.
waiting to see if any shipping progress actually happens

Sincerely,

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

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