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Business Profile

Online Retailer

PokeNerds

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/09/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I pre-ordered a Pokemon box from Pokenerds on February 14th, 2025. The item was released on March 28th, 2025 and still has yet to be shipped. I have reached out several times through email and have received no response at all. The order total was for ***** (***** for the product and 5.00 for shipping.

  • Initial Complaint

    Date:07/30/2024

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Upon reading reviews it appears as though this is issue has been occurring for multiple other customers recently! They are NOT fulfilling all the orders being placed! When customers call, they are told to submit a message, but the messages are not being answered! I have been waiting on an order placed on March 3rd (*****) and have called and messaged multiple time to no avail! Upon further investigation, there are now multiple other customers with this same complaint. My order is only for $85, but I would like my order or a refund.

    Business Response

    Date: 10/11/2024

    The consumer was cancelled and refunded the same day he reached out to us. 

  • Initial Complaint

    Date:10/09/2023

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I made a purchase with this reseller for almost twice the price of the original goods, which is price gouging, on September 30th. I received no updates for an entire business week, and on October 6th, I reached out via the support email address listed on the website asking for a status update with my order, citing my order number. Instead of an appropriate reply, an employee responded with a survey question. I replied back asking more specifically for an update, such as a shipping label or tracking number. The employee responded yet again with the same marketing survey question verbatim. At this point, I realize I had been scammed. I asked if this was a scam in my last reply, which got no response. The next day, I received a notification from this business that, "Order #***** was canceled at your request and your payment has not yet been refunded." PokeNerds stole my money and did not provide the goods that have been paid for with legal tender.

  • Initial Complaint

    Date:07/20/2023

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Placed my 1st order on the site on 5/22. Never received the item. The tracking history showed it was stuck at a location for over a week with no movement. I was told to file a *** claim. I called the store and *** multiple times along with emailing PokeNerds support with no success. *** keeps telling me to contact the sellers and PokeNerds keeps telling they are calling ***. I've asked for a refund multiple times and PokeNerds has not responded with a solution. It's now 7/20 and I still have no product and no refund. I have since emailed PokeNerds support twice and called to leave a message for the owner to call me 3 times in this last 2 weeks alone. This was my 1st order and my last. I know that makes no difference to PokeNerds but all I want is a refund. Tracking shows I never received my item so I'm not sure what else to do. It appears the solution to the problem is for the store to ignore unhappy customers until they just go away.

  • Initial Complaint

    Date:03/20/2023

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order on February 7th 2023 in the amount of ***** USD. This order was for Pokemon Crown Zenith Collection Tin Bundle (all three) (75 USD) and 10 USD for shipping. They were supposed to ship my order last week before the March 17th release date (as they are an official "prerelease" store), fulfilling my order of 3 pokemon card tins. My order number is #*****. It is currently March 20th, I have reached out to them via email, phone, and discord to receive an update on my order and I have not received an answer in any shape or form. The email *********************************** is listed on their website and is the method I first reached out via on March 17th. I also attempted to call their phone number listed on their website for support ************ however I was told they did not assist with online orders. On March 18th I emailed again for an update. March 20th I joined their discord server advertised on their website "Need an answer sooner? Feel free to join the PokeNerds Community Discord Server and ask a Mod ! Click Here to Join the server: ************************** You can also text us: ************ Tuesday - Sunday: 11 am - 7 pm CST"I joined the server and asked if anyone else had received their pokemon card tins as mine had not shipped, and I was advised to DM "logistics" or email aforementioned email address. I informed them I had already emailed and tried to direct message "logistics" however their account is set to private. I was promptly banned from their server.

    Customer Answer

    Date: 07/24/2023

    Received via text:  
    **************
    03:51 PM
    Yes my chargeback was successful. The shop never returned any communication.

PokeNerds is NOT a BBB Accredited Business.

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