mattelcreations.com Reviews 

The shipping was extremely slow, it took more than one month. When the package finally arrived I found out I received the wrong order. I got everything but what I actually ordered. Horrific experience. Do better.

Ordered membership and monster high reproduction dolls when they launched over a month ago and contacted them about it just for them to cancel my order and I’m not the first person it happened to but it’s seriously bad customer service and I won’t be purchasing from them again.

HORRID ruined Christmas for everyone really. Mom wanted to surprise me bc she knows how much I love Ken in the Barbie movie. Bought me the Beach outfit and visor. Got the visor, nothing else.
Took 4 phone calls 2 supervisors all who were rude AF to get just a refund back.
I’m hoping it shows up jbc I’d like to wear it to the beach
Ordered 12/6. Today is 12/24. Nothing. Still sitting in a USPS hub in Memphis.

I’m deeply disappointed by the experience I’ve had with Mattel Creations, particularly as a member of both the Barbie and Monster High clubs. I joined to access exclusive dolls and have made 10 purchases to date. However, only 2 dolls have actually arrived, each taking 2–3 months to be delivered.

The remaining 8 dolls, which are highly valued on the secondary market, were purchased during “fastest fingers” sales, where I successfully secured them at RRP. Despite completing checkout and payment, months have passed with no updates on their whereabouts.

I managed to secure a refund for one of the missing dolls yesterday. However, inquiries about the others have gone unanswered, and I’ve had to raise new requests to track their status.

Another frustrating aspect is Mattel’s policy regarding missing purchases. If a doll you purchase never gets sent, your account is effectively locked from participating in future sales for the same item. I’ve requested that my account be reset to avoid this unfair penalty, but I’ve yet to receive a response.

As a global corporation, Mattel Creations should be able to provide better service and clearer communication. This experience has left me questioning their ability to deliver on their promises.

Suggestions:
1. Improve transparency and communication regarding order updates.
2. Offer timely resolutions for missing items.
3. Revise policies to avoid unfair penalties for situations outside the customer’s control.

This level of service is not what one would expect from a brand of Mattel’s stature.

This is the second time that when I purchased a new collector doll from Mattel Creations I received a used item that wasn't in a Mattel shipper and the product box was opened and damaged. When I contacted Customer Service, they wanted me to send the doll back and then they would replace my item. I told them no, because the last time they did that, they didn't have a replacement available. I asked them to send what I ordered in new condition and properly packed with a return label, they indicated it was against their policy. The doll in question was the 2023 Barbie Lunar New Year Doll and was a gift for my wife. They clearly don't understand customer service or quality processes or procedures. They should be embarrassed by what they sent and how they treated their customer (former). Issue still unresolved.

Very, very unhappy with my delivery. Paid good money for a Barbie doll, waited weeks for her to be delivered, only to receive a doll with a bad paint job. Utterly disappointing! So far nothing has been done on Mattel’s side to solve the problem. I do not recommend the online store. If you can, purchase your items offline.

They sell exclusive limited production Hot Wheels but the website cannot handle the sheer volume of orders. They sell out rather quickly during this time. Most orders cannot get processed. Causing collectors to go from exclusive to exploded. While eBay resellers to get five or more and sell them online.

As a European it’s a real joke what Mattel is doing with it’s so called service

You pay the product and than nothing happens for days. Than they tell you that the parcel is on its way and when you check the code you can see that it’s not even given to the parcel service.

Also they promis you that you can get exclusive red line cars if you become a member. In reality you are never able to catch on of the specials since they are already sold out. I think as a European your Ping is too bad to be fast enough ..

No service at all, slowly and empty promises

Do they have preschoolers packaging their items? I think my cat could do a better job packaging and shipping items. Absolute joke

Had a discount code, when I pressed pay the code disappeared and I was charged full price. Was able to cancel the payment. After days of waiting my email was finally replied to and customer service rudely said they don’t have discount codes and I should try buying the item at full price. This company will never get another cent from me.

International customers be aware, no refunds or replacements for faulty products!

Bought the Fang Club membership as I collect Monster High, thinking Mattel is a big company, and buying directly from them would be a safe way to buy online. They only offer certain fan ‘exclusives’ through Mattel Creations and their clubs too, so I thought there wouldn’t be a problem if anything went wrong…. How wrong was I?
I received a product with obvious factory defects, the face paint was smudged and was covered in fibres stuck into the paint, and all I was offered was a £10 refund! which only covers the £10 postage to the UK, there is nothing towards the cost of the faulty Monster High doll. Aside from being very disappointing, it is unethical. Mattel obviously have factories full of items they could offer in exchange, or as a replacement. They can afford to refund customers when they send a faulty one, yet they don’t even try to keep their customers happy. If customers complain about faults, they can just ignore it and there is no incentive to improve their quality control, as they just keep your money anyway?

I really like monster high, but I don’t think I will buy any more new products, especially from Mattel Creations. They market monster high as inclusive, but it is not very inclusive if you can only ‘have’ monster high if you are wealthy enough, or able enough to access their online exclusives. They don’t say where and how their products will be released either, so when I saw the Fang Club early access, I thought it would help when I would like to buy just one doll occasionally before the resellers buy them all. I’m disabled, I can’t just buy another, or compete with bots or resellers when they drop items online. All the retail dolls here have been bought up and being resold at double the price on eBay….which is how they sell you the Fang Club..it’s supposed to be for the fans, but why would anyone want to be a fan after they are treated like this?

I ordered the car that won the tv show as soon as it was available to order. I waited months and months to get it in the mail. I called Mattel twice asking about my order. The just kept saying it would ship in August. I even got a pre shipment notification from Mattel. Well this week I got a refund check in the mail!!!!! WHAT A WASTE!!! My 11 year old son and I watched the show on tv and he was excited to buy it. Mattel is A SCAM!!!!!!!!!! I will never buy another hot wheels again!!!!!!

Purchased Hot Wheels Optimus Prime. Box and outer display plastic arrived damaged meaning unable to display as desired.

Emailed Mattel Creations twice about this and have been ignored. Poor service. Do not use!

Was online and in checkout for To bad figure .was not allowed access after completing I'm not a robot identification. Lost item and place in line not happy with there system hopeless and not the first time

First time ordering from Mattel Creations, It was a long process... I ordered from the UK and my order payment took almost 20 days to actually process and about 17 days for it to ship, the item arrived 22 days after ordering. My order was not a "made to order" and it was not a "pre order" from what I knew there was no reason for it to take as long as it did, the item arrived in good condition but the box it was shipped with was pretty battered, the tape hardly holding it closed and a fairly big hole underneath and it looked like it had been in the rain and goodness knows what else. The items box was a tad dented but I'm not too fussed about the boxes anyway as long as the main item is undamaged which it was. If you are considering ordering from here to the UK only do so if it is your ONLY option as the wait is a while if you don't like waiting and the package won't be treated the best, at least in my experience.

Ordered weird Barbie in August 2023 and was told it would ship by 31st May 2024. I received no dispatch notification and still didn’t have my order so I contacted them, they replied saying it was on its way and gave me a tracking link. When I checked the tracking it was sent out on 16th May and no movement since then. I went back to Mattel to again query where it was and they sent a reply saying they’ve refunded me and that’s it! I told them I wanted my order which I’d waited almost a year for and they said they can’t ship a replacement order internationally, disgusted with the service and I’ll never order with them again - this was my first time ordering. Avoid if you don’t want your time and money wasting.

If I could give zero or minus stars I would.
Ordered a Weird Barbie – Barbie The Movie × 1 Ships on or before May 31, 2024, and she never turned up. The first time I followed up I was told I should receive it soon, the next time I was told that the courier tried to deliver but couldn’t so it was being returned to sender. Then I realised they had stuffed up my address (put the street and unit number wrong way around, despite it being correct and never a problem before in PayPal). I was told I could get a refund and place another order, but I couldn’t as this limited edition was sold out. So I asked where was my doll that was apparently returned to sender. Then I was told I’d be refunded by check (cheque) that they would post out. I paid by PayPal, their own website says that refunds would be applied to the original payment method!!!!
Heaps dodgy, awful customer service. Would recommend you stay well away from Mattel Creations.

I ordered two weird Barbie dolls that are limited edition and only received one. When I inquired they could not tell me what happened and said the two should have been shipped together. They did nothing but refund me as they don’t have any to ship out. I will never order from the again. I ordered this a year ago and they should have been inventory checks in place for these limited dolls. Do not trust them with your order! There should be better compensation and not just oh sorry you didn’t get what you ordered here is your money back. Terrible customer service.

Worst customer service ever! Was able to get a special built Hotwheels, but during checkout had to "login as guest" to be able to finish sale.... guess what? Cart was emptied and lost the car. Sent mail to their customer service but they don't offer solution or even answer my question....

They ship damaged items and think this is ok, with no real means of satisfactorily resolving. Customer service is awful. Bad customer experience on my first and last order. I will never buy from this company again.