It was the season's hottest toy. Thousands waited in line for a crack at a Hatchimal. But some who received one under the tree are disappointed, saying the toy won't hatch.
Brittany Baker from Salamenca bought one for her daughter for Christmas. She's frustrated because after hours of effort, her daughter's Hatchimal won't hatch.
"It got to the part where its eyes light up white, we heard a motor sound but nothing happened," Baker said.
Baker says she's spent more than 10 hours on the phone with Hatchimal customer service, and after being disconnected multiple times, she finally got through to a live person.
"It was a very frustrating process," she said.
Baker isn't the only parent stuck with the Hatchimal headache. Thousands across the nation are experiencing the same issues. Hatchimal's parent company Spin Master released a statement on it's Facebook with a video for parents. Baker says she has done all the company has said to do, and hers still isn't working.
When Baker did get through to customer service, she was told to give her Hatchimal's UPC number, proof of purchase and a photo of the defective egg. Spin Master said it will send her a new one.
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