Spin Master Ltd Global Headquarters

I have purchase a zhuzhu pets from merchantdise outlet store it was a brand new toy for my grand daughter for Christmas. after two days it quit working so I contacted the company. all I wanted was them to warranty there item. they told me "Thanks for contacting Spin Master Customer Care! We can see that your item was manufactured a while ago and/or we do not have a receipt to verify a recent proof of purchase." it was purchase straight from the store even if it was older stock it was new it should work. this is the second product from this company. I would like you to look into this company so other kids don't have to go through this on Christmas.

I plced an online order with one of their divisions, Fugglers.com. I placed this order on Thanksgiving Day. They sent me an order confirmation and the payment was take from my credit card.Fast forward to last week. I have emailed them several ties asking where my purchase was. My emails went unanswered....that is until I mention contacting the Revdex.com. I got several emails asking for my order number and saying they would look into my order. I emailed them yesterday and today and once again no reply. So I am assuming they are avoiding me. My order number with them was #FUG*** and I was charged $20.93. My concern is that I have seen other people complain on *** that they are in the same situation.Please let me know how to proceed.

Sincerely

I ordered a *** on the website. Apparently they are being sold by Spinmaster. Upon receipt I opened the plastic bag to feel the stuffed animal and was surprised at the quality as this was not soft as was expected. I did not want to give this as a gift because it was not cuddly at all. I tried to return and was told that since I touched the toy, I was not able to return. This seems ridiculous. How was I to know how it felt without touching. So now I am stuck with a bear I cannot use. Seems like a pretty expensive waste.
Product_Or_Service: stuffed animal
Order_Number: 81882389

I purchased the *** for my child. The "adult" *** stopped working the first day. I replaced the batteries and it still did not work. I then replaced the batteries again with a new box of batteries and it still did not work. I used quality batteries (*** brand) and the puppy will still not turn on.
The product information inside of the box says to not return the product but to contact the company if there is an issue. I do not want to return the product anyway since my child likes the camper and I do not believe they still sell it at the store where I purchased it from. All I want is a replacement or compensation for the broken toy.
I called the company and was on hold until someone was available to answer. I was on hold for 30 minutes with no answer. There is no message saying how much longer the wait time would be. There is just a message saying that wait times are longer then usual and to call back the next day and they will have more people working answering phones. I e-mailed Spin Master since I could not get through on the phone (Spin Master is the crater of *** products).
I received an e-mail response to call the company. I tried calling and was on hold for 10 minutes with no response. I did not have time to wait longer for someone to answer (not knowing how much longer it would be!) so I tried e-mailing Spin Master again. I once again received an e-mail to try calling them and I would "definitely get connected with one of our representative who will be happy to assist you with your issues" (that is a quote from the company. I asked for a phone number to reach a person directly but it was not given to me. I tried calling a THIRD time and received no answer. I am a busy mother and do not have the time to wait on hold for an unknown amount of time in order to speak to someone. In total I was on hold for over 50 minutes to speak to this company. They need more people working the phones or should resolves issues by e-mail. I have never had such a negative experience trying to contact a company.

Thank you.

I returned a *** with the return spinmaster provided and now they won't try in my money got shipping label and case numbers I've been dealing with them for 3 months now. Thank you I hope you can help me out. They owe me 69.99

I ordered a *** through *** it was shipped by SpinMaster Direct( SM DIRECT), I received the hatchimal on 10/18/17. I did not want to keep the item, it is not available through return at Walmart. I called Spin Master customer service at XXX-XXX-XXXX. They sent me a shipping label to print ( tracking # 1Z2ERXXXXXXXXXXXX) on 12/7/17. I was told to include the RMA# they provided ( XXXXXXXX) on the outside of the box( as I did in permanent marker on several sides of the box). I dropped the unopened *** off at *** & when I called Spin Master Direct, was told it could take 21 days to process the refund. It was received on January 4, 2018 @ 12:56 pm per *** tracking site to *** CA. I waited for 30 days to see if I received the refund $59.99 plus $4.05 tax = $64.04 total purchase price. I have not received the refund. I called today @ 9:45 am EST and was told there was no information that could be seen. I was told the Team leader was unavailable to speak to, the Team leader is to call me back. I have not heard back. This happened the first time I tried getting a return call from a "team leader" previously & no one called me back. Same thing as this time. No return call . No information on my refund. I returned the product, unopened. I have no information on my refund. I cannot get any information or updates from SM DIRECT

I ordered a toy for Christmas on 12/11/17. A few weeks later I received the incorrect product. After returning the product on 12/21/17, I still have not received any refund for my item.

I ORDERED A DOLL ON 11/17/17, THEY CHARGED MY BANK ACCT. ON 11/20 FOR 99.99. I RETURNED THE UNOPENED DOLL VIA *** AND THEY RECEIVED IT 12/12/17 EXACTLY AS INSTRUCTED. THEIR REFUND POLICY IS 21 DAYS. I STARTED CALLING AFTER THE 1ST OF THE YEAR AS I HAVE NOT RECEIVED MY REFUND. I CALL WEEKLY AND IT IS THE SAME RESPONSE--THE CLAIM IS EXPEDITED TO SEE WHAT IS WRONG WITH IT. IT HAS BEEN EXPEDITED 6 TIMES AND NO ONE HAS CONTACTED ME CONCERNING THE REFUND. WHEN ASKING FOR A SUPERVISOR OR SOMEONE NOT SPEAKING IN THE CALL CENTER, THERE IS NO ONE TO SPEAK WITH. I WAS INFORMED TODAY THAT HEADQUARTERS ISSUES THE REFUNDS. WHEN ASKED WHAT THEIR NUMBER WAS SO I COULD CONTACT THEM TO SPEAK TO SOMEONE, THE REPRESENTATIVE WOULD NOT PROVIDE THAT NUMBER TO ME. I ASKED THAT HE EMAIL IT TO ME AS THEIR PHONE SYSTEM CUTS OUT EVERY OTHER WORD AND YOU CANNOT FOLLOW THE CONVERSATION OR GET A CLEAR PICTURE OF WHAT/WHERE/TO GO FOR HELP OR MORE DEFINITIVE ANSWERS.

Please see the attached letter for full complaint details:

Ordered 2 *** before christmas on the Walmart website. Wanted to return one, Walmart would not accept and advised to contact manufacturer. Has tried twice to return item for a refund and it has been refused.

Purchased *** Brunette Doll on Nov.7,2017, order #***, doll did not talk and had a loud whistle, notified Spin Master informing them I was retuning the doll for a refund.. Returned the doll by *** on Dec.01, 2017 and it was delivered to Spin Master on Dec.07, 2017, I have made numerous phone calls and sent numerous e-mails concerning my refund, I am always told my refund is being processed.. I contacted them today and spoke with Angela, she assured me my refund would be on my next credit card billing statement, but I've heard that a few times before... My refund is $99 and it was charged to my credit card

We purchased your *** patroller for our 3.5 year old son. The toy was purchased at *** in Ottawa. This item was purchased towards the end of October. The toy use to be able to open and close on a patio type hinge. The toy will no longer open and close. Today January 8, 2018 I contacted your call centre abs spoke to a male associate. He indicated it was past 30 days and he couldn't do anything. I appealed that he ask a supervisor. He did and she said nothing could be done. I indicated that I was going to complain to the Revdex.com and he once again placed me on hold. He came back and said his manager offered a 20 percent discount on a future purchase. I indicated this was not acceptable, that why would I support a company that doesn't stand behind its toys. I indicated I appreciated his help but that I would decline the coupon and file a Revdex.com complaint.

This toy cost 89.99 plus tax and has been played with by a 3.5 year old and hasn't stood up.

I purchased a *** doll. Order number/incident number ***-*** I subsequently returned the doll. I contacted Spin Master via telephone and was sent a RMA number *** on 11/28/17. I sent the doll back. The doll was received by them into their warehouse on Dec 4, 2017. After several phone calls I have yet to receive my refund. Today, January 8, 2018 I called an after being on the phone on hold for over 20 min I was told that someone will call me back regarding the status of my refund. The representative stated the return policy of 21 days to me. I heard this each time I have called at least 3 to 4 times. I get it. I have been patient. Clearly it has been over a month since I returned the item. This company is extremely slow to refund the consumers money. The doll I returned was unopened and returned to them in the same condition as when they sent it to me. They have probably sold the doll by now. Meanwhile I'm waiting for my money back. I will never order from this company again. They have a crappy return policy and horrible customer service.

Original Order #***
Incident #***-***
I ordered the *** Dark Brown Doll on November 24, 2017 from Spinmaster.com for $99.00. I rerouted my package and had it sent to a *** store in Duluth, GA where I picked it up on 12/7/2017 at 5:47 PM. Upon receiving the package, I noticed that the wrong item was shipped. I had received a small *** collectible item. I called Spinmaster Customer Care on 12/7/2017 at 7:49 PM and spoke to *** and told him I would like to receive a refund for the item. He told me I would be receiving an email within 2-5 business days with a return # and label. I received the email from Raymond at Spinmaster with a tracking # and RMA #. I also received my *** label the same day. I returned my package to the *** store on 12/23/2017 at 11:35 AM with an expected arrival date to Spinmaster by 1/3/2018. Today (1/6/2018), I checked the *** website to confirm receipt of the returned package only to find the package was refused by the warehouse. I placed a phone call to Spinmaster at 10:53 AM and spoke with ***. He informed me that he had no explanation for my package being refused by the warehouse. I asked him about my refund and *** informs me that Spinmaster has to have the returned item in order to provide a refund. I told him I sent the item back and it has been refused by the warehouse with no explanation. I asked to speak with a supervisor only to be told there was no supervisor or team leader available to speak with me, because they were dealing with other cases. *** told me he would forward my case to a team leader and they would contact me as soon as they could. I asked when should I expect a phone call, and *** could not provide me with a time frame.

This review is for the poor quality and lack of customer service for the *** products. Two *** (1 glittering garden owlicorn and 1 surprise - peacat) were purchased for my daughters' Christmas present. BOTH didn't hatch on Christmas morning and I was left with crying kids. The Owlicorn attempted to hatch by knocking out a small window to see a beak - then it stopped and the surprise did nothing! I called the customer service number, because returning to the store wasn't an option (according to the instruction manual), and was told I could only replace the products (no refund).

After jumping through hoops to get the right camera angle and markings on the products, I was "approved for a replacement" on 12/29/17. I was told that the products would be processed by shipping either 12/29 or 1/3 (due to holidays). I was told I would get expedited shipping to make the wait less for my kids.

Well, I called back, because I hadn't received a tracking notification in the time I was told. I was then told that my product is waiting for UPS to pick it up and that my incident would be escalated. I've called at least 3 more times, and I'm told the same thing each time. I'm still waiting for the operations department/escalation team to contact me on 1/9/18...

At the beginning of October 2017 I purchased my first *** doll off ***, brandnew still in a box. The doll broke after 3 weeks, eyes got stuck.

Spin Master asked me to send the doll back so they can check it and send me possibly a new one. After I sent this doll in, I missed the babble and bought another one from Walmart for twice the normal price ($170). This doll broke an hour before your first replacement was delivered by the mailman.

So I opened box, turned the doll on and after a while what do you know, the mouth started clicking and stopped moving.

Again I sent a doll back and received the 4th doll. That took less than an hour for the eyes to stop working and the neck started clicking too.

They then told me to send in the battery door instead of the entire doll as proof of disablement. Which I did on December 6th 2017.

That was the last I ever heard of Spin Master. I emailed numerous times to inquire about the receipt of the battery door.

Here is the original email for this:

Response By Email (***) (12/04/2017 01:46 PM)
Hello ***,

Thank you for taking the time to reach back to us!

We do apologize to hear that the *** Blonde replacement that we sent is having the same eye issue.
As a one time exception we would like to set up a replacement of your Blonde Doll upon receiving the battery door of that Blonde *** Doll.

Please mail in the battery door to the following address and once received, we will send out another replacement to you.
As for your Brunette doll, you should receive another email regarding the replacement soon after this email.

Proof of Disablement: Please mail in the battery door with this case #*** written on a piece of paper to the following address:

ATTN: Spin Master Customer Care
***

Once we receive the battery door in office, we will send out your new *** Blonde Doll replacement.

Sincerely,

Spin Master Customer Care

A Tip It game was purchased as a gift. During assembly we discovered that the top balancing piece that holds the balancing rings was missing. I called the 800# as instructed and was told that they did not have any of these games in stock and could not help me. They suggested that I return the game to the store where it was purchased, despite their instructions telling consumers not to do this, or buy another of the same game. Great business plan, sell defective merchandise and ask the consumer to buy another of the same product.

I placed an order for a LuvaBella doll that never arrived. I phoned Spin Master to report the missing package, and also filed a missing package report with ***. *** has not found the package and cannot locate the package. Spin Master keeps giving me the run around about refunding my monies for the package I never received although they have the confirmation from *** that the package cannot be located. I have contacted Spin Master numerous times and cannot get a resolution. I have kept copies of my emails, & *** correspondence.

I purchased a *** toy for a grandchild on 10-23-17. I gave the toy to the grandchild on 10-25-17. Upon opening the toy one of the wings had a broken plastic piece. I called the customer care on 10-26-17 and was told by (***) that she would send shipping labels by email for me to send it to them and they would send a replacement. On the morning of 10-27-17 I had not received anything and was told upon calling again to take a picture of the tag with the ID number, my purchase receipt, and of the broken part and send to them by email. I did this. By that late afternoon I had not heard anything and called back. I was told the pictures were too large. I downsized and resent them. They then said I had to send the product to them and they would send shipping labels. Every representative that I spoke to was very rude and also did not care whether my 3 year old grandchild had her toy or not. They told me that it would take about 2 weeks for them to get back to me. I told them to send them and asked to speak to a manager. I was told they were unavailable and I could not. I told them I would hold. They put me on hold and a manager finally came on. He said that they were sorry for the problem. He also insinuated that the toy was broken by us and told me he could send a 20% coupon. He also said he would send labels but if it was a broken piece the best he could do would be the coupon. I think this is very poor customer service. These are a high volume sale item which are not cheap. I paid $64 for an item which was broken and everyone at the company was rude and basically told me that they did not care.. I think that the item should be replaced as soon as possible. I now have gotten an email which says they will not send shipping labels because it was broken due to wear and tear. I guess the toy only lasts 2 seconds. She had just opened the toy.
Product_Or_Service:

Ticket Reference Number ***-***. I submitted an email in regards to my sons *** suprise (twins) gift he received on his birthday on 10/10/2017. Immediately upon opening the box I noticed that there was a large crack on the egg. Looking at it further I thought that the crack wouldnt effect the product and continued with the instruction. Immediately after activating the egg the egg split in half exactly where the crack was, there was no hatching process. My son was very disappointed and I submitted the email complaint on 10/10/2017. I received a response on 10/11/2017 for me to give the support team a call. Before calling when my son got home from school I gave him his *** and one of the wings just fell off and now that one is no longer working (moving). When I called I informed the rep on the problems at hand and informed him that I had pictures as well, he informed me that he was escalating my issue and I would receive a call from one of the team specialists. I have never received a call after 10/11/2017. I am not out 70 dollars with a toy hes not able to play with.