The hottest toy of the holidays may not be all it's cracked up to be.
Spin Master's Hatchimals, an interactive toy that hatches from a plastic egg, is facing major criticism from parents who had difficulties hatching the product in the days after Christmas.
Customers complained that the Hatchimal took hours to hatch, if it hatched at all, and, for some, the batteries didn't last long after hatching.
James Gorringe @85b255064f3e41d
@SpinMaster # hatchimal ruined my 6 yr olds Christmas. All the effort and it done nothing Christmas day #hatchimalmademydaughtercry
<time class="dt-updated" datetime="2016-12-26T10:04:21+0000" pubdate="" title="Time posted: 26 Dec 2016, 10:04:21 (UTC)">5:04 AM - 26 Dec 2016</time>
Matt @MattCross__ @Tesco @SpinMaster Hatimal didnt hatch after 14 Hours and now all lights have gone off. How do i exchange a dud ? My 4 year old is gutted
Dustin Shammo @dustinshammo
Really, @SpinMaster? I call your customer service line and get disconnected because 'all agents are busy'. I have an issue to discuss!!!
Dustin Shammo @dustinshammo
@SpinMaster My daughters Hatcnhimal won't hatch out of it's shell! It won't spin around to peck away at the egg and hatch out. Please advise pic.twitter.com/M9swedO1Ct
<time class="dt-updated" datetime="2016-12-26T20:55:30+0000" pubdate="" title="Time posted: 26 Dec 2016, 20:55:30 (UTC)">3:55 PM - 26 Dec 2016</time>
Spin Master did not immediately respond to CNBC's request for comment, but urged customers on Twitter to direct message the company for assistance or to contact its customer service number.
However, it seems that a lot of parents reached out to the company. Consumers complained that they spent upwards of two hours waiting on the phone for a representative before hanging up or being disconnected.
Dustin Shammo @dustinshammo
Really, @SpinMaster? I call your customer service line and get disconnected because 'all agents are busy'. I have an issue to discuss!!!
<time class="dt-updated" datetime="2016-12-26T20:30:27+0000" pubdate="" title="Time posted: 26 Dec 2016, 20:30:27 (UTC)">3:30 PM - 26 Dec 2016</time>
Spin Master Toys UK @spinmasteruk @minadunlop Sorry to hear that Marina. Please call us on 0800 206 1191 or email serviceuk@spinmaster.com and we'll try to resolve for you
Marina @minadunlop @spinmasteruk 2 hours on hold and just hung up. No response from e mail. Customer service is appalling or are lots of #Hatchimals broken?
<time class="dt-updated" datetime="2016-12-27T13:28:48+0000" pubdate="" title="Time posted: 27 Dec 2016, 13:28:48 (UTC)">8:28 AM - 27 Dec 2016</time>
TanglesnTwirls @TanglesNTwirls Hatchimal won't hatch and customer service is unreachable! Unacceptable! #Hatchimals #spinmaster #hatchimalfail
<time class="dt-updated" datetime="2016-12-26T18:19:14+0000" pubdate="" title="Time posted: 26 Dec 2016, 18:19:14 (UTC)">1:19 PM - 26 Dec 2016</time>
The toy, which retails for about $50, has sold for upwards of $250 on eBay prior to the holidays.
Spin Master wasn't the only company inundated with complaints. Mattel's (MAT) Barbie Hello Dreamhouse, an app- and voice-controlled version of the classic Barbie Dreamhouse, also faced backlash from consumers.
A number of parents reported receiving an "error code 18" message when trying to use the toy. The error message refers to a wireless network issue. Another prominent error reported by consumers is an "error code 11," which prevents the front door of the house from opening.
TheGooRoo @Exxxcellence
@Mattel Yesterday's Barbie Dreamhouse error code was 18, today it is 11. Helllllllllp plz!
<time class="dt-updated" datetime="2016-12-26T22:06:53+0000" pubdate="" title="Time posted: 26 Dec 2016, 22:06:53 (UTC)">5:06 PM - 26 Dec 2016</time>
Design by Tiffani @MsGadsden #HelloDreamhouse @Mattel @Barbie
Error code 11/18 & doors won't open. We hope replacement and a future app update is the fix.
<time class="dt-updated" datetime="2016-12-27T02:49:00+0000" pubdate="" title="Time posted: 27 Dec 2016, 02:49:00 (UTC)">9:49 PM - 26 Dec 2016</time>
Mattel and ToyTalk, the company behind the tech for the Hello Dreamhouse, did not immediately respond to CNBC's request for comment.
Design by Tiffani @MsGadsden #HelloDreamhouse @Mattel @Barbie
Error code 11/18 & doors won't open. We hope replacement and a future app update is the fix.
Mattel ✔ @Mattel @MsGadsden We're sorry! We're aware of the problem with error 18 & are working to fix it. Error code 11 is a jammed door, and we..(1/2)
<time class="dt-updated" datetime="2016-12-27T14:26:59+0000" pubdate="" title="Time posted: 27 Dec 2016, 14:26:59 (UTC)">9:26 AM - 27 Dec 2016</time>
The Hello Dreamhouse retails for about $300.
Spin Master's Hatchimals, an interactive toy that hatches from a plastic egg, is facing major criticism from parents who had difficulties hatching the product in the days after Christmas.
Customers complained that the Hatchimal took hours to hatch, if it hatched at all, and, for some, the batteries didn't last long after hatching.
James Gorringe @85b255064f3e41d
@SpinMaster # hatchimal ruined my 6 yr olds Christmas. All the effort and it done nothing Christmas day #hatchimalmademydaughtercry
<time class="dt-updated" datetime="2016-12-26T10:04:21+0000" pubdate="" title="Time posted: 26 Dec 2016, 10:04:21 (UTC)">5:04 AM - 26 Dec 2016</time>
Matt @MattCross__ @Tesco @SpinMaster Hatimal didnt hatch after 14 Hours and now all lights have gone off. How do i exchange a dud ? My 4 year old is gutted
Dustin Shammo @dustinshammo
Really, @SpinMaster? I call your customer service line and get disconnected because 'all agents are busy'. I have an issue to discuss!!!
Dustin Shammo @dustinshammo
@SpinMaster My daughters Hatcnhimal won't hatch out of it's shell! It won't spin around to peck away at the egg and hatch out. Please advise pic.twitter.com/M9swedO1Ct
<time class="dt-updated" datetime="2016-12-26T20:55:30+0000" pubdate="" title="Time posted: 26 Dec 2016, 20:55:30 (UTC)">3:55 PM - 26 Dec 2016</time>
Spin Master did not immediately respond to CNBC's request for comment, but urged customers on Twitter to direct message the company for assistance or to contact its customer service number.
However, it seems that a lot of parents reached out to the company. Consumers complained that they spent upwards of two hours waiting on the phone for a representative before hanging up or being disconnected.
Dustin Shammo @dustinshammo
Really, @SpinMaster? I call your customer service line and get disconnected because 'all agents are busy'. I have an issue to discuss!!!
<time class="dt-updated" datetime="2016-12-26T20:30:27+0000" pubdate="" title="Time posted: 26 Dec 2016, 20:30:27 (UTC)">3:30 PM - 26 Dec 2016</time>
Spin Master Toys UK @spinmasteruk @minadunlop Sorry to hear that Marina. Please call us on 0800 206 1191 or email serviceuk@spinmaster.com and we'll try to resolve for you
Marina @minadunlop @spinmasteruk 2 hours on hold and just hung up. No response from e mail. Customer service is appalling or are lots of #Hatchimals broken?
<time class="dt-updated" datetime="2016-12-27T13:28:48+0000" pubdate="" title="Time posted: 27 Dec 2016, 13:28:48 (UTC)">8:28 AM - 27 Dec 2016</time>
TanglesnTwirls @TanglesNTwirls Hatchimal won't hatch and customer service is unreachable! Unacceptable! #Hatchimals #spinmaster #hatchimalfail
<time class="dt-updated" datetime="2016-12-26T18:19:14+0000" pubdate="" title="Time posted: 26 Dec 2016, 18:19:14 (UTC)">1:19 PM - 26 Dec 2016</time>
The toy, which retails for about $50, has sold for upwards of $250 on eBay prior to the holidays.
Spin Master wasn't the only company inundated with complaints. Mattel's (MAT) Barbie Hello Dreamhouse, an app- and voice-controlled version of the classic Barbie Dreamhouse, also faced backlash from consumers.
A number of parents reported receiving an "error code 18" message when trying to use the toy. The error message refers to a wireless network issue. Another prominent error reported by consumers is an "error code 11," which prevents the front door of the house from opening.
TheGooRoo @Exxxcellence
@Mattel Yesterday's Barbie Dreamhouse error code was 18, today it is 11. Helllllllllp plz!
<time class="dt-updated" datetime="2016-12-26T22:06:53+0000" pubdate="" title="Time posted: 26 Dec 2016, 22:06:53 (UTC)">5:06 PM - 26 Dec 2016</time>
Design by Tiffani @MsGadsden #HelloDreamhouse @Mattel @Barbie
Error code 11/18 & doors won't open. We hope replacement and a future app update is the fix.
<time class="dt-updated" datetime="2016-12-27T02:49:00+0000" pubdate="" title="Time posted: 27 Dec 2016, 02:49:00 (UTC)">9:49 PM - 26 Dec 2016</time>
Mattel and ToyTalk, the company behind the tech for the Hello Dreamhouse, did not immediately respond to CNBC's request for comment.
Design by Tiffani @MsGadsden #HelloDreamhouse @Mattel @Barbie
Error code 11/18 & doors won't open. We hope replacement and a future app update is the fix.
Mattel ✔ @Mattel @MsGadsden We're sorry! We're aware of the problem with error 18 & are working to fix it. Error code 11 is a jammed door, and we..(1/2)
<time class="dt-updated" datetime="2016-12-27T14:26:59+0000" pubdate="" title="Time posted: 27 Dec 2016, 14:26:59 (UTC)">9:26 AM - 27 Dec 2016</time>
The Hello Dreamhouse retails for about $300.
