Customer reviews from Mattel Shop
Hot Wheels - Super Ultimate Garage Play Set - Multicolor
Average customer rating
3
(116 Reviews)
Rating breakdown 116 reviews
5 Stars
41
4 Stars
11
3 Stars
4
2 Stars
25
1 Star
35
47%of customers recommend this product.
(
49 out of
105)
Customer Reviews for Hot Wheels - Super Ultimate Garage Play Set - Multicolor
Customer Rating
4
Missing & broken parts- excellent Customer Service
on November 17, 2018
Posted by: jlshoe
from Waterloo, IL
[This review was collected as part of a promotion.] Purchased this and my son was so disappointed to see the 4 cars were missing. Didn't think much of it, so we started putting it together. We had major issues with the gorilla staying on and then realized that the inside part was broken. Kept going and got all the way to the end and realized we were also missing the 2 orange connector pieces. Very disappointed as my son was so excited to play with this and it was an expensive toy. I looked on the website and found were a replacement gorilla could be purchased, but could not locate the 2 orange connector pieces. So I contacted customer service via the website to ask if replacement connector pieces were available. They contacted me back. I was very satisfied with their response and resolution to the problem.
Response from Mattel ShopBy Mattel, Consumer Services, November 19, 2018
We're happy to hear our team was able to help! If you have any issues in the future, please contact us at 800-432-5437, Mon.- Fri., 9:00 a.m. - 6:00 p.m. EST.
Written by a customer while visiting Mattel Shop
Customer Rating
2
Big disappointment
on January 25, 2019
Posted by: Hortega225
from Santa Barbara, Ca
I feel cheated for the amount of money paid you would not expect so many issues anyone trying this toy for the first time can see that it has so many defects that should have been addressed before releasing. You can’t even race fairly hit or miss if both cars launch or make it down the track very flimsy material expected heavy duty better quality and the noise from the elevator is so loud my sons to scared to turn on and I don’t blame him the gorilla falls so fast it can really hurt small hands and give a good fright. I keep looking for the right cars since very few fit on track or elevator without issue...I guess they don’t have special cars (scratching my head) why won’t most fit ??? Such a great brand and quality of car to produce something with such low standards...where is the quality control. Seriously shaking my head.
No, I would not recommend this to a friend.
Response from Mattel ShopBy Mattel, Consumer Services, January 28, 2019
We apologize for the frustrating and disappointing experience your family has had with the Ultimate Garage Playset. Our team would be happy to look into all available options to make things right for you. Phone or e-mail support is available Mon.- Fri., 9:00 a.m. - 6:00 p.m. EST. You can find all of our contact information here: https://fp-fami.ly/2KPpSim
Written by a customer while visiting Mattel Shop
Customer Rating
1
Just terrible design
on December 26, 2019
Posted by: MikePA
from Harrisburg, PA
The elevator on this never operates for more than 60 seconds without jamming.
This toy would be better if it was just completely unusable. Unfortunately, it's worse. It has enough flashy things to make our son WANT to keep trying to play with it, even though it doesn't work and makes horrible sounds every time it jams. Even when it isn't jammed, it seems like they went out of their way to find the loudest possible motor to drive this thing. You can barely carry on a conversation while it's running - forget having it in the same room with a tv - but once it jams, it's like a jackhammer going off. Makes the dogs run and the kid scream and generally tortures the parents as we both dive for the 'OFF' button. It's a nightmare. Completely predictable result of terrible design. For some reason they left a large enough gap between the corkscrew and the wall of the elevator shaft that cars fall down behind it and jam up the works. I honestly can not conceive how this make it past QC and got to market. Do not buy this!!!
This toy would be better if it was just completely unusable. Unfortunately, it's worse. It has enough flashy things to make our son WANT to keep trying to play with it, even though it doesn't work and makes horrible sounds every time it jams. Even when it isn't jammed, it seems like they went out of their way to find the loudest possible motor to drive this thing. You can barely carry on a conversation while it's running - forget having it in the same room with a tv - but once it jams, it's like a jackhammer going off. Makes the dogs run and the kid scream and generally tortures the parents as we both dive for the 'OFF' button. It's a nightmare. Completely predictable result of terrible design. For some reason they left a large enough gap between the corkscrew and the wall of the elevator shaft that cars fall down behind it and jam up the works. I honestly can not conceive how this make it past QC and got to market. Do not buy this!!!
No, I would not recommend this to a friend.
(click to see the video)
Response from Mattel ShopBy Mattel, December 27, 2019
We're truly sorry your cars are getting jammed! Please reach out to our team, and they'll be more than happy to help! Phone support is available at 800-524-8697, Mon.- Fri., 9:00 a.m. - 6:00 p.m. EST.
Written by a customer while visiting Mattel Shop
Customer Rating
1
Bad product, horrible customer service
on January 8, 2020
Posted by: Diannato
My son had been wanting this set for the last year, as every set we buy has flyers and advertises this one in it. It was the only thing he asked Santa for. It arrived with damaged orange track so we cannot use the ramp, a couple other small issues and issues with the gorilla turning properly at the torso (he does however move up and down but gets stuck often). Reached out to customer service for replacement parts was told don’t have them because they made this set in 2017. If they cannot supply replacement parts then it should no longer be sold in stores and they should not be continuing to advertise this set in every other set sold. Obviously this is horrible quality as everyone seems to have similar issues. I was told I could send back the gorilla for some sort of help (But not for same product). But this was the only thing my child wanted for Christmas and the gorilla is the main reason for that. Even though it half works it is still his most favourite part and so I am not parting with it, unless for an exact replacement. Even if I was to get a refund, I don’t want to lose the gorilla, as it’s not responsible when on a budget to spend money to repurchase this expensive set as it will just break again, and what a waste to our landfills. I am just trying to fix my child’s disappointment somehow but hot wheels refuses to understand that - they want me to further disappoint my child, just to give a somewhat satisfactory response. Options for fixing or repairs, as well as compensation or gifts should be given to everyone who has wasted money on this set and it should be done with as much ease to the consumer as possible for all the disappointed kids, etc. As you can see if picture we are obvious hot wheels fans, but this one is a disappointment - basically a $300 parking garage. Hot wheels you have shown that you don’t respect loyal customers, nor parents That work hard for their money and that child may only get that 1 present because it was so expensive in which case it is a complete disappointment!
No, I would not recommend this to a friend.
Written by a customer while visiting Mattel Shop
Customer Rating
2
The gorilla is useless
on February 3, 2019
Posted by: Tritch
from Washington DC
Is there a way to fix the gorilla? It seems we have the same issue as many others. And the cars constantly getting stuck. It is disappointing!
No, I would not recommend this to a friend.
Response from Mattel ShopBy Mattel, Consumer Services, February 4, 2019
We're so sorry to hear that your gorilla isn't working as it should! Our team would be happy to help! Phone or e-mail support is available Mon.- Fri., 9:00 a.m. - 6:00 p.m. EST. You can find all of our contact information here: https://fp-fami.ly/2KPpSim
Written by a customer while visiting Mattel Shop
Customer Rating
2
Son loves it but the Gorilla is broken
on January 8, 2018
Posted by: Dad1978
from Pittsburgh
We had the same problem as Ashley85: the rating would be much higher if it worked! Our son loves playing with the garage, which he received for Christmas, but the Gorilla broke after only a few days. As Ashley85 noted was her experience, a screw came loose and the Gorilla will no longer work (it won't ascend or fall; it gets stuck). We tried reinserting the screw, but it will not stay in. Needless to say, we're disappointed and would love to get it fixed or replaced! It was the first toy our son ran to play with in the morning after it was assembled.
Response from Mattel ShopBy Mattel, Consumer Services, January 10, 2018
We'd be happy to get this fixed for your son! Phone or e-mail support is available Mon.- Fri., 9:00 a.m. - 6:00 p.m. EST. You can find all of our team's contact information here: http://fpfami.ly/08d5
Written by a customer while visiting Mattel Shop
Customer Rating
5
Awesome
on September 19, 2017
Posted by: ohmichea
from Florida, United States
[This review was collected as part of a promotion.] This garage is awesome! I wish I had something this cool when I was a kid. It stands over 3 feet tall and it's not flimsy at all. It took me a little bit to get it put together but it was well worth the effort. You will need some D batteries for the motorized parts, so make sure you have some on hand.
The kids loved it. They spent hours playing with it. It comes with 4 cars, but to fully enjoy the garage I would suggest you have more. It also comes with the gorilla and the jet plane. It may be a little on the pricey side but I think it's worth it for all the fun it provides.
I would recommend this to a friend!
Written by a customer while visiting Mattel Shop
Customer Rating
5
Best gift for your child that love Hot Wheels
on December 1, 2020
Posted by: Rocco78
from Chicago IL
[This review was collected as part of a promotion.] This is the best gift for a child that loves Hot Wheels it's a garage that stores 140+ Hot Wheels cars but it comes with four Hot Wheel cars only and it's over 3 ft tall it comes with a manual for adults to assemble and it doesn't come with batteries you need to buy 4D batteries my son love his super ultimate garage playset he's 8 years old and he can't wait to put his other Hot Wheels I'm discouraged to play with all of them I'm going to post some pics and a video for you to see how big it is
I would recommend this to a friend!
Written by a customer while visiting Mattel Shop