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Mattel Customer Service

Phone Number & Contact Info

Mattel's Best Phone Number

800-524-8697
Toll-free·Calls Customer Service·Most popular Mattel number
Q:

How do I talk to a live human at Mattel?

A:Press 1 for English, then press 2 to skip the survey. Next, press 0 for the operator.
Q:

Does Mattel offer 24 hour customer service?

A:Not at this number; hours here are Mon-Fri 9am-6pm EST. The least busy day is Friday, and the most busy day is Tuesday.
Q:

How long will I wait on hold?

A:The average hold time is 2 minutes. The longest hold times are on Thursday, and the shortest are on Wednesday. How is this calculated?

How do I get through the phone menu to a live person?

GetHuman researchers routinely call this Mattel phone number to document the phone system.
Here is our latest tip for weaving through the phone menu to get to a real person the fastest: Press 1 for English, then press 2 to skip the survey. Next, press 0 for the operator.
Here is how our research team describes the way the Mattel phone system greets you: Mattel products, press 1. Fisher-Price, Power Wheels products, press 2. Barbie and Hot Wheels collector products, press 3.
Below are some clips we've found from Mattel's phone menus and tips that help give an idea of what you will encounter when you call. We've highlighted why they are important as well:

Heard when the phone system first answers

"Information in English, press one. Thank you for calling Mattel consumer services. For product support inquiries, please have the product or packaging near you during this call. Your call will be recorded for quality control, training, legal, and other business purposes. For Mattel toy products, including mega brands, please press one."
Excerpt from a call with Mattel
Wednesday, March 6, 2024 9:42 PM

What are the hours and when should I call?

Mattel operates the call center for this 800-524-8697 phone number Mon-Fri 9am-6pm ET. The short answer is that you should call on a Friday. This observation and the following section are based on analysis of a sample set of 101 calls made in the last 90 days using our free, web-based phone (see above).
An important note: busy times vs hold times vs best time to call
When we refer to busy or less busy times, we are talking about the volume of calls. The busiest times are when the most people are calling this Mattel phone number (least busy times have fewer people calling). This high call volume does not necessarily mean that you will have a long hold time when you call. Companies like Mattel staff their call centers differently based on the time of day and day of the week, so you may experience a shorter wait on hold at the busiest of times. When we refer to the best time to call, we are referring to the optimal combination of lower call volume and shorter wait times.

The least busy time to call

The least busy day to call Mattel is Friday. The most busy day to call is Tuesday. Again, this is based on a sample of 101 calls made with our AI-powered, web-based phone in the last 90 days.

The shortest wait on hold

We measured the shortest hold times to be on Wednesday. The longest wait in the queue on average occurs on Thursday.

The best time to call Mattel

In summation, the best day to call Mattel is Friday. This is not the day with the shortest wait on hold in the phone system, but we still recommend it for its ideal combination of low call volume and short hold times. Plus we believe that Mattel staffs the call center well on Friday.

Why Customers Call Mattel

If you have time to do a bit of reading before you call Mattel, we recommend you read over some of our problem-specific articles.

What is the return policy for Mattel products?

At Mattel, we strive for our customers' complete satisfaction with our products. We offer a hassle-free return policy to ensure your peace of mind. If you are not completely satisfied with your purchase, you can return the product within 30 days from the date of purchase. The item must be in its original packaging and condition, accompanied by the sales receipt or proof of purchase. Please note that personalized or customized items, as well as parts and accessories, are non-returnable. To initiate a return, simply contact our customer service team, and we will guide you through the process. We aim to process returns in a timely manner, providing either a full refund or an exchange for a different product. Choose Mattel with confidence, and we will make every effort to accommodate your needs.

Are there any warranty options for Mattel products?

Yes, Mattel offers warranty options for their products. They understand that customers expect high-quality toys and games, and they stand behind the products they create. Mattel provides a limited warranty that covers manufacturing defects for a specified period from the date of purchase. This warranty ensures that if any issues arise due to faulty materials or workmanship, customers can get a replacement or repair. To benefit from the warranty, customers must maintain proof of purchase and contact Mattel's customer service within the specified warranty period. However, it is important to note that the warranty does not cover damage caused by misuse, accidents, or normal wear and tear. Mattel remains committed to customer satisfaction and strives to resolve any concerns promptly through their warranty options.

Where can I purchase Mattel products?

You can purchase Mattel products from a variety of retailers both online and offline. Major retailers such as Walmart, Target, and Amazon carry a wide range of Mattel toys, games, and collectibles. Additionally, you can find our products at specialty toy stores and department stores like Toys "R" Us and Kohl's. If you prefer the convenience of online shopping, you can visit our official website or browse through e-commerce platforms like eBay and Etsy. Remember to check for authorized retailers to ensure authenticity and quality. With a multitude of options available, you can easily find and purchase Mattel products that suit your preferences and needs.

Top Mattel customer service problems

Click the link above to get answers to just about any Mattel customer service question, including step by step guides for the most complex issues. You can also detail a new issue and get answers instantly.

More Mattel Customer Service Contacts

There are of course other ways to contact Mattel customer service besides the phone. Below we list the best ones, by medium.

Mattel Customer Service Live Chat

service.mattel.com - Customer Service
Use this link to start a chat
If phone-based customer service is not available, or the wait times are long, many people prefer chat as a next-best option. Some even prefer it to calling on the phone. Luckily, Mattel provides this option.

Mattel Customer Help Desk / Web Support

service.mattel.com - Customer Service
Online customer service submission form
As a last, sometimes only, resort- Mattel customer service can be accessed through their website. This can entail digging through help articles before finding a form and "being allowed" to submit a problem to their team, and rarely leads to a real-time conversation, which is why GetHuman does not recommend this unless it's the only way.

Conclusion and closing notes

This is Mattel's best phone number, the real-time current wait on hold and tools for skipping right through those phone lines to get right to a Mattel agent. This phone number is Mattel's best phone number because 606 customers like you used this contact information over the last 18 months and gave us feedback. Common problems addressed by the customer care unit that answers calls to 800-524-8697 include Where to buy, Complaint, Technical support, Returns, Repairs and other customer service issues. Rather than trying to call Mattel first, consider describing your issue first; from that we may be able to recommend an optimal way to contact them via phone or web or chat. In total, Mattel has 1 phone number. It's not always clear what is the best way to talk to Mattel representatives, so we started compiling this information built from suggestions from the customer community. Please keep sharing your experiences so we can continue to improve this free resource.

GetHuman does not provide call center services or customer support operations for Mattel. The two organizations are not related. GetHuman builds free tools and shares information to help customers of companies like Mattel. For large companies that includes tools such as our GetHuman Phone, which allows you to call a company but skip the part where you wait on the line to get a live human rep. We continue to work on these tools to help customers like you (and ourselves!) navigate the messy phone menus, hold times, and confusion with customer service. As long as you keep sharing it with your friends and loved ones, we'll keep doing it.

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