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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

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Mattel, Inc. has 15 locations, listed below.

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    Customer Complaints Summary

    • 146 total complaints in the last 3 years.
    • 37 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:07/15/2025

      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.
      You are knowingly selling defective RLC cars, specifically the Lamborghini Miura Green RLC, which is still on your website for sale, even though I have called and made your company aware of the hood defect, which is also apparent in the car you chose for the stock photo. All of these cars are defective, and you knew that, but chose to sell them anyway, which is not only dishonest, but it is illegal if it can be proven. The person taking the photos of the car for the website surely noticed the hood does not fully close on the passenger side, leaving a large bottom gap, and causing the misalignment of top of the hood line to the door. If you look at the drivers side hood line, there is no bottom gap as it closes correctly, and the top hood line is flush with the door line. If you are going to tell me a whole ************* checking for defects missed this, I would never believe it, because it is so obvious, and effects every car you produced in this model. This car was 37$ plus 7$ shipping which is a ton of money for a defective car, and you should be offering full refunds, as you have no replacements without the defect. You shouldn't have sold this defective car in the first place, and I am demanding you remove it from your website. If the car is still up in 1 week from this complaint, I will be contacting the *********************************** to file a formal complaint, as well as my state attorney generals office as well, because otherwise it doesn't seem you want to do the right thing. Thanks for your time.

      Business Response

      Date: 07/17/2025

      We reached out to the consumer regarding his vehicle and he has been refunded in full.

    • Initial Complaint

      Date:07/14/2025

      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.
      Case #******** On June 16, 2025, I reported that my **** ******* Barbie arrived with misprinted eyes. I paid $91 and submitted clear photo evidence of the defect. I was told replacements were unavailable and that I would receive a full ********* of July 11, 2025, Ive received no check, no refund, and no reliable update. During a phone call, a representative tried to blame a non-existent postal strike in ******. This is factually inaccurate and frankly insulting to my intelligence.Your team failed on quality control, yet Im the one financially inconvenienced and stuck waiting for a solution. Thats unacceptable.??? Case #******** For this case, I was told a $53.01 paper check refund had been submitted, and that I would receive a link to your eRefund form. That email never arrived and yes, I checked spam and junk folders.Ive followed up twice via email with no response. Ive had to call in two separate times just to get vague, repetitive updates.Most recently, I was told the checks would be re-issued and that I would be contacted once that happened. I do not believe this. Why? Because its been nothing but delays, miscommunication, and complete radio silence unless I chase you down. This is not how a reputable company should operate.??? I Now Require the Following Immediately:1.Both refunds processed without delay.2.Paper checks EXPRESS SHIPPED to my address I will not wait another month.3.A written, documented explanation for this repeated mishandling, false information, and total lack of follow-up.

      Business Response

      Date: 07/15/2025

      We reached out to the consumer to update the address and resend the check to him. 

    • Initial Complaint

      Date:06/27/2025

      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.
      *********************************************************************************************************** Jamming of website to boost scarcity to resell dos website comprised no support dos of user so they cant browse stealing of personal information hacking ip hiding no security on website dos

      Business Response

      Date: 06/30/2025

      We've reached out to the consumer to clarify his concerns. 

    • Initial Complaint

      Date:06/23/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 a paid membership with Mattel which includes member exclusive benefits such as priority shopping windows and exclusive access to new releases.With that being said I am totally outraged about the way the latest release of the She-Ra Barbie was handled.She-Ra was only available on Mattel Creations. Club 59 members were not given an advanced shopping window... conveniently.There were No purchase ?? limits in place for her purchase... conveniently.Some scalpers purchased 20 and 30 at a time.... conveniently. She sold out within 10 minutes and...Now, there is plenty of stock available on **** with inflated prices.... conveniently.Why is this happening so often with new releases? Why wouldn't Mattel set better guidelines, purchase limits, paid membership exclusivity windows...etc..? Just doesn't make sense...and I find all of the above very insulting. Seriously, why charge us for a membership and not honor it? Why didn't we receive a members shopping window to purchase She-Ra? So many members were unable to acquire this doll due to greedy scalpers and no purchase limits.Starting to wonder if this is the agenda and perhaps these scalpers are employed by Mattel to force scarcity and inflated pricing. I, would like to know how I can acquire this doll now as I was blatantly cheated out of the opportunity? Please advise.

      Business Response

      Date: 06/24/2025

      We reached out to the consumer. This issue has been resolved.

      Customer Answer

      Date: 06/27/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23509582, and find that this resolution is satisfactory to me.




      Sincerely,



      Sam Edwards

    • Initial Complaint

      Date:05/28/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Order# CHP7272032, I placed an order for a doll in the early morning hours of May 27. Within a few hours, I sent a detailed email to the company requesting cancellation. This morning, the 28th of May, about a day after my cancellation request, they tell me they cannot cancel and refund my order. I'm upset. I'm seeking a full refund of $71.00.

      Business Response

      Date: 06/02/2025

      We reached out to the consumer and let them know again that we are happy to refund the product once it is returned to us with our postage paid label. The order had already processed when the consumer emailed us to cancel it. 

      Customer Answer

      Date: 06/03/2025

       
      Complaint: 23390201

      I am rejecting this response because:

      They should have cancelled the product, as I requested. It takes Mattel at least a month to receive and refund your money, sometimes even longer than that.

      Unacceptable!

       

      Sincerely,

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

      Business Response

      Date: 06/04/2025

      The consumer replied to us and requested a prepaid mailing label to return the item for the refund.  We have sent that to the consumer.  We work hard to process orders efficiently for consumers and by the time we received his email to us it was already processed.

      Customer Answer

      Date: 06/06/2025

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:03/24/2025

      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 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:
      Resolved
      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:
      Resolved
      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:
      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 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:
      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.
      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. 

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