Business Profile

Commercial Manufacturers

Mattel, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Mattel, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

162 total complaints in the last 3 years.
51 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.

Initial Complaint
Date:03/24/2025
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.
I have been a loyal Mattel customer for years, but I am deeply disappointed with my recent experience. I recently purchased a doll package and was surprised to find multiple quality issues. One doll arrived with a stain on her upper thigh that is not removable, another has a stain on her chin, and a third has a visible defect in the leg molding.I reached out to customer service multiple times, and while the representatives were courteous, they were unable to provide a satisfactory resolution. I was asked to visit a postal office to return the dollsan inconvenient processwhile also being out $100 and expected to wait an additional three weeks for a replacement. This does not feel like a fair or reasonable solution, especially as a dedicated customer who has consistently supported ************************
Business Response
Date: 03/25/2025
We've reached out to the consumer and left several voicemails offering to assist. We will continue to reach out.
Initial Complaint
Date:03/19/2025
Type:Product 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 purchased an item directly from Mattels website on February 21st, 2025 and they had sent me an email falsely stating that they had shipped the item on February 24th, complete with *** tracking information. I still havent received the item, and the *** tracking number they gave me shows *** is still waiting for the item to be given to them by Mattel so *** can deliver it to me. It is now March 19, nearly a month later and *** still hasnt received my item to deliver to me. I contacted Mattel multiple times by email, and they keep delaying any resolution, asking me to wait a few days, asking me what my address is so they can see what options they have for me. Delay, delay, delay. At this point, its been almost a month, which is absolutely ridiculous, and they have yet to give me any option. I asked for a partial refund or a full refund, and they dont seem to want to do anything. Finally, I contacted my credit card company so they can investigate this fraudulent activity by Mattel, but I would also like to file this BBB complaint because it seems like Mattel is conducting a scam. Ive attached the email which stated the item was shipped, and it includes the *** tracking information.
Business Response
Date: 03/24/2025
We've been in contact with the consumer and we are waiting to hear back if he needs further help.
Customer Answer
Date: 03/30/2025

Better Business Bureau:

A representative from the company contacted me after my complaint was sent to them by the BBB. She was very cordial about my ordeal, and offered to refund the full amount of what I ordered that was never sent to me, or send out a replacement. My credit card company had given me a temporary refund while they investigated this incident, so I waited until their investigation concluded, and the refund was made permanent, before closing out this complaint.
It was unfortunate that the item I purchased from them was never sent out, and I had to go through these channels just to get some answers as to what happened to my order. However, Im happy that I was given a full refund, as I didnt trust that I would be successfully sent a replacement, given the bad experience I received from them with the original purchase that was never delivered.

Sincerely,

***** *****
Initial Complaint
Date:03/14/2025
Type:Customer Service 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 am a long time and loyal customer of **********************, spending more of $10K / year on their products. I am also a member of the Mattel Creations website and related Forum, where members can vote for products and other toy related activities. A few weeks ago, I put out a post that I was very disappointed in the lack of communications around a toy related. I state in the post that Mattel *****, and as a result, I have been banned from the forum for LIFE. No warning, no discussion, BANNED.I am now unable to enjoy the benefits of my subscriptions that I have paid for. E.G. ***************** and *********. This is unacceptable and I demand immediate reinstatement to the forum.
Business Response
Date: 03/21/2025
We are looking into this carefully and staying in touch with him to address all his concerns.
Customer Answer
Date: 03/21/2025

Complaint: 23067469

I am rejecting this response because no actions have been taken to date to restore my access to the Mattel Creations forum.

Sincerely,

******* ******
Business Response
Date: 03/25/2025
The consumer's concerns have been resolved.
Customer Answer
Date: 03/25/2025

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.
***** is the best and it is because of her direct involvement that this issue was able to be resolved. Thank you *****!!!

Sincerely,

******* ******
Initial Complaint
Date:02/28/2025
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.
I purchased a snug a puppy swing. It was recalled and I received a notice and have since disassembled and will throw it away. I tried to file to be refunded but I can not find the code anywhere on the swing. I tried to contact customer service and provide my pictures and proof of purchase but they did not help and said I must fill out the form the form only works if you can find the manufacturer code which I cant. I would like to be refunded since the product is not safe and I can not use it for my children.
Business Response
Date: 03/04/2025
We've reached out to the consumer and resolved her concern.
Initial Complaint
Date:01/28/2025
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.
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
Date: 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
Date:01/18/2025
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 Friday 01/18/2025 I went to Mattels creations website for which I have a current digital *** membership and purchased the Overdrive 2025 membership for additional ***** dollars.I completed purchase and received confirmation and order number. Later received another confirmation email. On Saturday 01/19/2025 I received a refund notice from Mattel and no email, call, or notice on cancellation of my new Overdrive membership. Interesting as I called Mattel and spoke with a *************** *** on Friday after confirmation to assure my *** membership which ends in April 25 would not effect the purchase. *** confirmed both items and suggested I await renewal of *** currently as I have 4 months of membership and renewal would not be effected. This call was recorded by Mattel. Currently this evening on Saturday the ********* membership is still open and available. Calls to Mattel upon notice of cancellation could not be completed as they are closed and still even have holiday messages from Christmas 2024.
Business Response
Date: 01/30/2025
We've reached out to the consumer and the consumer did successfully purchase his Overdrive Membership. He was previously refunded in full for the one that was cancelled. His separate *** membership is in effect, too. We appreciate the consumer's support of the brand.
Customer Answer
Date: 01/30/2025

Complaint: 22830499

I am rejecting this response because Mattel setup their system of purchase. Mattel provided the contact links and later suggested it was unmonitored so its my issue. So Mattel advertises a contact for concerns , then fails to monitor, and their basis in reply is consumer is at fault. What ??
This fails to address to root complaint altogether. I purchased Overdrive for ***** and got confirmation and additional email. Mattel cancelled it the day after (weekend) while not even staffed to answer phone, and no notice was given. After a week of no response the item was repurchased. Mattel failed to offer any enumeration for their errors and then chose to point finger at consumer for using their website and links to alert them for help. Not to mention the phone offered no voicemail, and message was from holiday 2024. Its pretty clear they fail to monitor anything other than sales.
Sincerely,

***** *****
Business Response
Date: 02/05/2025

We notified the customer that we needed to cancel their initial order, and we refunded the customer the full amount paid. We have also verified with the consumer that they were able to complete the purchase of this item during the sale window.

We researched the consumer's concern, and we let him know that the email thread he is using is from an unmonitored box, and that is why he is receiving an auto reply advising him of this. That is why he didn't receive a response from that thread. We have been open to accept phone calls, and we were open during the holiday, except for Christmas Day and New Year's Day and on weekends after the holiday. At this time, the consumer has stated he prefers we do not call.

We are grateful to have the consumer as a fan of our products.
Customer Answer
Date: 02/07/2025

Complaint: 22830499

Mattel and its employee has outright lied and made a mockery of the situation. The day (Saturday) that the Overdrive product was cancelled they were closed and had a voicemail from the holidays. The email offered for concerns now has an auto reply but did not which it why 3 emails were sent during the week after cancellation. Mattel never offered why it was cancellled, the consumer ultimately repurchased based upon personal decision. Mattel also failed to review the call made to their support on initial purchase where their employee confirmed purchase and all in order.
Mattel only asked to speak via telephone one they found out a formal FTC complaint was issued on Mattel as well as a Consumer Protection Complaint for State of *******. They show no care, empathy nor support of their clients. Case can be closed as unsatisfied and note they failed to make any renumeration for the costs incurred, time wasted to repair , and additional effort needed to support *** membership. Mattels service and client support is abominable ! !

***** B
Initial Complaint
Date:01/12/2025
Type:Product 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.
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
Date: 01/13/2025
We've reached out to the consumer and resolved their concerns.
Customer Answer
Date: 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
Date:12/30/2024
Type:Sales and Advertising 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.
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
Date: 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
Date:12/23/2024
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 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
Date: 12/23/2024
We've reached out to the consumer and we are assisting her in the delivery of the dolls.
Customer Answer
Date: 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
Date:12/17/2024
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 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
Date: 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.

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Mattel, Inc. is NOT a BBB Accredited Business.