mattelcreations.com Reviews 

Ordered 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.

Ordered a monster high collectors doll for my daughter a month ago and still have not received it. They take days to reply to emails and it’s always the same response saying please be patient your order is processing. They will not give me a date by which I will receive the doll or let me cancel the order because it is processing. The latest email they have sent includes a tracking number that their website doesn’t recognise. I hope I will receive the doll soon but I will avoid purchasing direct from Mattel creations in future. It’s much easier and quicker buying of resellers on eBay!
The doll still shows as available on their website too so if it is out of stock they are not admitting so 😞

You just never get shipment information or a shipment number. I have ordered there twice now. The first order was a pre-order (midnight runway frankie stein doll), so I didn't expect to get a tracking number right away. But I didn't expect to get no tracking number at all. I started asking other people if they received one. But they didn't get one either and said it was just there without them getting an email or tracking number first. My order then arrived 2 weeks later without any tracking. I was glad it arrived, but I am also very confused as to how something so expensive can be shipped without a tracking number. Anyway. The second order (midnight runway cleo de nile doll) was even worse, unfortunately. Here I also did not receive a tracking number. However, this time it was not a pre-order, so it should be shipped directly. While others have received their order after a few days, I still have not received mine after several weeks. I then first contacted customer service via email. I am still waiting for an answer today. Only after I opened a case with Paypal, because the doll did not arrive, I got an email with the shipment number. This means that the doll was simply not shipped and I would never have received it if I had not opened a case with Paypal. Such a thing does not work at all. Mattelcreations has also not apologized for this, nor offered a partial refund. The doll still hasn't arrived either, but at least I have the tracking now. I've been waiting for the doll for 1.5 months now... hopefully it's not the same with the sdcc Draculaura, especially because once again you could only pay by credit card and thus there is no buyer protection... I don't understand why you can't offer paypal or bank transfer like any other normal online store....

Made 2 purchases and no tracking. Customer service is unreachable and very bad.
Orders are never shipped in time.

Further update, 10/10/23 - THREE times I've had to order the same exclusive item with no sign of it shipping even now. They outright lie about the courier losing the item when it's obvious they never shipped it.

Since I can't actually buy it elsewhere I also ordered the MOTU Lady Slither figure x3 that arrived drenched with rain water and utterly ruined as a collectors item because the box wasn't even taped properly. They refunded me for one figure and have refused to help any further. Mattel need to be ashamed of themselves for using these con artists.

Update to below, 6/7/23 - they just cancelled part of an order meaning I paid £9 to ship one item, and I'm still waiting for a MONTH on another.

I've had multiple recent orders I've had to chase for weeks and months on end (there's still two 'in stock' items that haven't arrived months later).

Email them and a boiler plate response takes weeks if you get one at all. You're always told 'processing' or 'preparing to ship' and it never happens. Their site often says 'warehouse problems'. I suspect what's really happening is the items aren't in stock at all but they like holding onto hundreds of your cash in the meantime. Would certainly explain why orders are split into individual boxes for no apparent reason at all.

When they eventually ship an item you may or may not be told they have. Even with made to order exclusives in a box that hasn't been taped up correctly!

It's incredible that Mattel Creations is the storefront for a billion dollar company in 2023.

I paid for two news subscription services, but I didn't want to receive news about Hot Wheels. When I wrote to support about this, I was unsubscribed from all news, and signed up only for cars and news available to all MC subscribers. Paid subscription news has not yet been restored to me - I was simply deprived of the opportunity to receive news about Monster High and Barbie, although I paid for both subscriptions.

Support simply does not read what you write to them. This is a scam, not help, no one will help you with your problems - nor lost shipments, nor subscription services that are not provided.

Horrible, selling exclusive stuff to force us to sign for membership, after signing for the membership the delivery was cancelled, what a scam. Do not get in their traps just ask for chargeback.

Una estafa!!! Pagas por ser miembro pero Mattel vende las piezas antes de la fecha de lanzamiento. Y cuando salen a la venta no duran ni 1 minuto. Muy descontento de como hacen las cosas sin aportar ninguna solución a los problemas.

Lagoona Blue order CHP1889099 arrived perfectly and timely. As does every single item I order from Mattel Creations! Thank you very much!

First time ordering thru them and they sent a defective doll. After waiting so long for them to send, it was disappointing to receive a faulty doll. Mattel Creations refused to exchange (told me to buy another and pay s/h and processing fees again). Mattel said because the doll was defective, I would receive the s/h and processing fees back. Haven’t received my refund and this was back in May 2022. Customer service is nonexistent. Also I ordered a membership with my first order and I really wish I could get refunded for that because I would NEVER order from them again. Sad because I grew up with Mattel and seeing that they have no quality control or customer service is awful.

***Update*** After 3 months of constantly contacting Mattel, they finally issued a refund. But, I would definitely not order from them again.

I ordered Queen Elizabeth II Barbies and paid with my VISA. After a few days I received an email that my order was cancelled due to non existing stock. I informed the Mattel Support that I also was charged with currency exchange fees but they did not react. I neither received my fees nor the full price back!