I purchased my daughter the Barbie gymastics set for her birthday and when she opened it the pants had holes in it. She was so sad. I emailed Mattel Sunday evening and had a response mid morning Monday. I was so impressed with their response time. Not only did they respond but they sent my daughter a brand new set! It arrived in two business days! I was very satisfied with customer service. Will Definitely continue to buy their products. loadjsReady({ event: 'app', checker: function() { return typeof app === "undefined" || typeof app.urlPhoto === "undefined"; }, callback: function() { app.urlPhoto(); } }) Date of experience: October 19, 2023Rated 1 out of 5 stars Updated 12 minutes ago Sad and disappointed Said in stock, sent me to target, they said in stock. Tried to buy pay now blacked out. Check back on nov 10th. At midnight went online. In stock. Blacked out again! Called Mattel And target. Other countries. No one knew anything I was talking about Get a Mattel survey, via text. Fill out the whole thing with comments. Hit next for the next page to send. Nothing! Keeps refreshing page to beginning of survey Very sad and disappointed in Mattel and target! Would never recommend! Service Value Date of experience: November 14, 2023Ordered a collectors edition Barbie. Not only did it take well over a month to ship out. When I finally received it, the box was damaged. Both the external box, and the box of the item itself. A collectors edition item is worthless when it is damaged. I order directly from Mattel an expectation to receive some thing undamaged The box is dirty has box dust all throughout the clear window for the item (collector barbie). And the box is completely dented everywhere and appears to have been opened. Terrible The fact that they do not ship out a collectors item in both plastic and padding is appauling and unacceptable. Tip for consumers:Dont order from it. Products used:None Service Value Shipping Returns Quality Date of experience: August 20, 2023Benito Santos special edition Dia de la Muerta Barbie was to go on sell at 7am on 9/8/2022. On their site as the time changed to 7am the item immediately said "SOLD OUT.' As you have to pay to be a member on this site it seems they are taking your membership payment but withholding their supply of product. Date of experience: September 8, 2022I purchased the Mattel Membership (Appx $10) only because I wanted to buy a certain doll that was being released. When the time came to purchase the doll, it literally sold out in 1 minute and I was not someone who was able to get one. I contacted Mattel to get a refund for the membership, as I really dont want any other doll than the one which I wasn't able to purchase. I was told by customer service that the membership is not refundable! What? Why not? This is a total scam. If I'm unhappy with any other items I purchase, it's refundable…why not this?I DONT PURCHASE THE MEMBERSHIP…You won't be able to get exclusives you want since all the bots and resellers grab them up before regular people can. Mattel you are a horrible company. Never again Tip for consumers:Don’t buy Mattel Membership! Date of experience: October 16, 2023Games and videos for small kids. They have a wide selection of toys and dolls. If you or a young one are looking to build up a collection this is the site for it. Date of experience: September 26, 2013I preordered a doll on February 6 and on April 14 it was officially released. The shipping option I chose said that it would have been delivered in 4 to 6 business days. I know that Mattel Creations always takes some days before shipping of an item, but I generally received my orders in not more than 2 weeks from the order date. It's May 11 and I haven't received yet the doll I paid last February 6 and that was released on April 14. Not a mail about possible delays or whatever. On May 4 I contacted the customer service asking where my order was and, after 6 days, they answered to me saying that the doll was shipped on April 18 and that the shipping may take 4 to 6 WEEKS to deliver. How is it possible that the shipping changed from 6 days to 6 weeks? They also gave me a tracking link that it's absolutely useless since it only says that on April 18 the order was processed amd there are no updates. So, how is it possible that a huge company like Mattel isn't able to ship a simple order in a decent amount of time? If you are not able to sell your products online, don't do it. Selle them on Amazon or other stores. Service Value Shipping Returns Quality Date of experience: May 11, 2023