Business Profile

Baseball Cards

The Topps Company Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for The Topps Company Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

114 total complaints in the last 3 years.
34 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.

Initial Complaint
Date:10/13/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
Back in September 2019 I received a Autograph **** redemption card from a box of 2018 Topps WWE ***************** I redeemed said redemption and it sat in my account for 14 weeks so I decided to request an substitution Autograph card because it was taking so long. Then the pandemic hit, so I knew that it would be a while before they sent me anything while the world was in chaos with COVID 19. So I waited patiently and finally emailed them on 11-11-2020 a whole year later which they didn't respond to my email till 7-1-21 stating that they are still not back in the offices and pretty much I just need to wait till they can fulfill the redemption. So on 4-24-22 I sent another email almost 9 months later and they sent the same email about me just having to wait. It's not like I'm complaining or requesting over and over that I want my card sent I feel I been pretty patient with the situation. So now the wrestler in question isn't wrestling for WWE and on top of that Topps doesn't even own the rights to print or make WWE cards anymore. So I need some kind of replacement card or replacement product from Topps. I've waited 4 years and 2 months for anything to come my way and I have nothing to show from supporting your company and buying your products for the last 30 years. Please send me a replacement card valued at 50 USD, some kind of product valued at 50 USD or refund the cost of the box that was purchased for. 50 USD is what the **** is valued at and the blaster box cost was 30 USD plus taxes. Please respond and hope to hear something soon thanks ************************** ********************
Business Response
Date: 10/27/2023
Hello ****,

Thank you for reaching out.

Please accept our sincere apology for the long processing time and delays for your **** redemption replacement request.
Topps fulfillment center will processing a random replacement for equal current ******* value $25.
In addition, as a courtesy we have processed a $25 store credit to your ********* account. This can be used towards any online ********* purchase.
Please note the credit is available for immediate use and does not expire.

Again, we apologize for any inconveniences this may have caused. Once the replacement is process you will receive an automated shipping notification.

Thank you for your patience and for being a Topps customer.

********************** Consumer Relations
Initial Complaint
Date:10/11/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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.
On May 4th 2023 I purchased a case of 2023 Topps Chrome Star Wars and I did not receive it. I purchased the product along with the only shipping option available. Topps chose not to have a signature required upon delivery and the package was "dropped off" by the shipping company but no one received it. Topps first claimed it was my responsibility of the shipping option but I showed them there was only 1 shipping option and I chose what they offered. Then they claimed I should check with the shipping company as they showed delivered. Shipping company claimed the shipper did not select signature upon delivery and they are not responsible if it goes missing as they were following the senders instructions. Now Topps is claiming it's not their responsibility it went missing. I did not receive my order therefore it is not complete. Topps is responsible to insure whatever products are purchased are delivered. They have insurance but will not use it to cover my loss. I would like either a refund or replacement. It's been 6 weeks and no further response. The only proof provided is that it was dropped off but cannot prove the item was actually received by the buyer.
Customer Answer
Date: 11/04/2023
Better Business Bureau:

At this time, I have not been contacted by The Topps Company Inc. regarding complaint ID ********.

Sincerely,

*****************************
Business Response
Date: 11/06/2023
Hello ******,
Thank you, for reaching out regarding your purchase.
Please accept our apologies for the delay response. We are investigating details of your purchase, once we have proper details for your order shipment we will reaching back out to you. We will take any necessary steps needed on our end. We will follow up with in update by end of Wednesday if not sooner.
Thank you,
Topps Consumer Relations
Business Response
Date: 12/18/2023
Hello ******,
Thank you for responding.
Please accept our apology for the delay response, we have issued a store credit for the product you purchased including tax. The credit will be available immediately on your topps.com account and does not expire.
Feel free to reach out to ********************************** with any questions or concerns.
Thank you for being a Topps Customer!customer
Thank you,

********************** Consumer Relations
Customer Answer
Date: 12/29/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*****************************
Initial Complaint
Date:10/10/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
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.
Date of Email- 8/29 Issue- Attempt to bribe the consumer to stay quiet about the company hiding delays in shipping. The following email from ******* (Manager of Redemption Department)I understand you are frustrated, as a token of our appreciation we would like to offer you a $50 store credit, this can be used towards any purchase on ********** The credit will be available for use immediately and does not expire. If you do not wish to receive the $50 topps.com store credit, your attorney is welcome to send a letter to:The Topps Company, ***************************************************************************************************************** Please reply to this email if you have any additional questions. Sincerely,******* Topps Consumer Relations Supervisor I think responded with the following email-************************ <*******************>Sep 29, 2023, 2:53?PM (9 days ago)to support Did you find any proof that Topps sent out information to customers about warehouse location delays and changes?Please note that ******* was asked this question 3 weeks prior on the phone and told me she would find an answer for me. Her response to my email is shocking, and almost admits that this company is indeed hiding information from its consumers.opps Support Oct 2, 2023, 2:45?PM (6 days ago)to me Hello **************,Thank you for your quick response. Again, we apologize, we are unable to send you a card unless we receive a valid redemption.We recommend all questions be directed via your attorney to Topps Legal department.Thank you, She did not even bother to address the question for 3 weeks. Now is attempting to bribe me into not speaking to legal by offering me a 50$ credit.
Business Response
Date: 10/29/2023
Hello,
Topps understands the consumer's desire to obtain the redemption card mailed to us. We are willing to honor the mailed-in redemption card, once it is received. Topps has offered the consumer a store credit as an appeasement, while we await the delivery of the mailed-in redemption card from USPS. We have also supplied our legal contact information as requested by the consumer. We have requested the following details from the consumer to help us resolve this and were not able to: tracking ID, images of the back of the redemption card, and when the redemption was mailed to Topps. As we have done all we can at this time, we consider this matter closed.
Topps Consumer Relations

Customer Answer
Date: 10/30/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved my complaint had nothing to do with a card. It had to do with you hiding from customers the reason for the massive delay in mail in redemptions. Do you have any proof that Topps let consumers know about the change in warehouse locations in December of 2022 that caused delays? Please provide this proof and I will go away. If not I wlll proceed accordingly. If you do not answer I will take it as you indeed his this information from customers.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***********************

Customer Answer
Date: 12/18/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

because by choosing not let consumers know of the change in location it drastically affected delivery times mail in redemptions. Please refer to the ******************* Standard below.
There must be a representation, omission, act, or practice that misleads or is likely to mislead the consumer.
Deception is not limited to situations in which a consumer has already been misled. Instead, an act or practice may be deceptive if it is likely to mislead consumers.
Stating that cards will be delivered in a certain time frame knowing full well they won't is an intent to mislead the consumer.
If you need proof, go look at your BBB reviews and social media posts.
Your omission clearly mislead customers and caused massive delays. Please explain why you chose to omit this key information to your customers. I already have 2 major news companies and many independent journalists interested in this story. What do you have to say for yourselves?

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***********************

Business Response
Date: 01/03/2024
Hello,
Topps is not required to advise of any changes in our location. We were receiving our mail at all locations, so we were prepared to still operate our business, with some delays. We have advised we will honor the redemption if/when it is received, we have offered an appeasement, and supplied our legal contact information as requested. This matter is considered resolved.
Thank you,
Topps Consumer Relation
Initial Complaint
Date:10/06/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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've had an open redemption with Topps for 6 years now for a high value card. I've been in touch with them at least once per year for an update, which typically is just a pre-filled email reply with no details. Topps has repeatedly given me the run around on this card, as well as an offer for a substitution. They are requesting that I blindly trust them for the substitue which is absurd given the value of the card I am waiting for. It has been publicly stated that the signer of this card was unhappy with Topps and no longer signing for them as of a few years ago, I am unsure what the status is now. I'm requesting that Topps provide me a specific example (or a few examples) of the possible substitution so that I can either accept or deny that and not end up screwed out of what is likely a card wroth a substantial amount.
Business Response
Date: 10/10/2023
Hello ******,

Thank you for reaching out regarding your pending redemption.

Please accept our apologies and for any miscommunication and this long process with your redemption card.

We will have one of our **************** Specialty agents reach out to you directly via email regarding proper substitution for your pending redemption.

We apologize for any inconveniences that this may have caused you.

Please let me know if you have any additional questions.

Thank you,
Topps Consumer Relations
Initial Complaint
Date:09/25/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 purchased baseball card hobby boxes produced by topps. The cards i received from them were damaged. I followed the instructions of sending the cards back to be replaced and received a terrible response from them. There response was, these cards would grade an 8 and thats good enough. I was so upset at the lack of caring by this company after i spent so much money on there product, that i intended to file an isurance claim against them. I requested there insurance info twice, in writing, and still havent received a reaponse. This company has a monopoly on the trading card industry, and thinks they can take advantage of the consumers. If i went to a restaurant for dinner and the food came out spoiled, they wouldnt be able to say, it was only partially spoiled, some of it was still edible. This is ridiculous!!
Business Response
Date: 10/05/2023
Hello *****,

Thank you for reaching out to us regarding your damaged claim.

2023 Topps Finest Finest Auto Gold Refractor Parallel-Flvarez

The damaged card was reviewed by our quality control and deemed to meeting Topps standards.
Per our terms & conditions the card was returned to you.
If you disagree with our decision and if wish you may have the card graded.
If the card grades below an 8 (overall grade) you may return the card, if we are unable to replace card for card an equal current market value replacement will be send.

Please accept our apologies for any inconvenience that this may have caused.

This information can be found on topps.com website:
Any card that is determined to grade an eight (NM-MT) or better meets Topps standards. Due to production and handling of the cards, we strive to produce mint or better card(s) but cannot guarantee these conditions. The Topps Company will replace any Topps produced card (from the current year) that is determined to be damaged or defective from production, after being reviewed by our quality control department.

Thank you,
Topps Consumer Relations ..
Customer Answer
Date: 10/06/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

First, the card has not been returned yet. This is a lie!! Please provide tracking number that shows it was delivered.
Secondly, why should i have to pay a grading company for your damaged product.
This is ricululous, as well as a waste of time. Why would you say that the card was returned when it clearly says on your site, in process. As a ******** resident. I have the right to file a claim with your insurance carrier under your liabilty if i choose, and your required, by law, to provide me with that information.

Not satisfied!!

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***********************

Business Response
Date: 11/16/2023
Hello *****,

Thank you for your response.
We have created a prepaid label for the card to be return to Topps. You will receive an email directly from ***** with the prepaid label. Kindly, return the card at your earliest convenience. Once received we will take next step necessary to have the card graded. As advised this process can ***********-8 weeks sometimes longer. Please accept our apologies for any inconvenience that this may of cause.
Thank you for being a Topps customer!
********************** Consumer Relations
please understand that the grading process can ***********-8 weeks sometimes longer , THello Aa. Kindly ***,

Thank you for reaching out. Please accept my apologies for the long process and delays.
According to our records 2023 Topps Finest Auto Gold Refractor Parallel-Flvarez FA-FA, was return to you via ***** tracking # ************ and delivered on 10/19/2023.
As for the other 7 cards please logon to your topps.com account to view details of replacement order #*****************

I can understand your frustration having to pay to have the card graded.
As a courtesy we will have the card graded for you, please understand that the grading process can ***********-8 weeks sometimes longer. If this is something you are interested, kindly return the card back to our facility and provide us with tracking information via **********************************.

According to our records 2023 Topps Finest Auto Gold Refractor Parallel-Flvarez FA-FA, was return to you via ***** tracking # ************ and delivered on 10/19/2023.
As for the other 7 cards please logon to your topps.com account to view details of replacement order ******************

Please know we are here to help.

Thank you for being a Topps customer.
********************** Consumer Relations
Once receive Topps will take next steps mto have the card graded. This process can ***********-8 weeks.
Please know we are here to help.

Thank you for being a Topps customer.
********************** Consumer Relations

Customer Answer
Date: 12/01/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I have sent the card back and im waiting for it to be returned to close this out.
Thanks

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***********************
Initial Complaint
Date:09/15/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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.
Transaction 9/13/23. Order #US-016742019. Purchased item: 2023 Bowman Chrome Baseball - *** Box - Sealed Case. The website description showed the product alongside pictures of non-autographed exclusive cards of ***************** and various others. No where did the product state that these exclusive cards would not be included in the *** box product. This is false advertising as this information was very misleading. There was another product that did include these items, but this was not clearly communicated anywhere on the webpage. I contacted TOPPS 30 minutes after the purchase to inform them I wanted to cancel my order. TOPPS explained they were unable to do so, because the order was already sent to another department. I find it ridiculous that a company taking a $4617.11 order does not have a control measure in place to stop an order, especially in the event that the product is not accurately described on their webpage. I am not willing to pay such a large amount for something that is clearly not what I was expecting to order. This order is still in processing, has not shipped, and I find there to be no reason as to why I cannot have this order cancelled. I asked to refuse shipment (sealed box) to be sent back to them in original condition and that was not an option they wanted to accept either. I do not want this product and I simply want my money returned.
Business Response
Date: 09/28/2023
Dear ***************,

Thank you for reaching out, I am sorry for the delay response.

I would like to apologize for the poor customer experience, after investigating this issue further we feel your inquiry could have been handled differently.
***************, a separate email will be sent directly to you with additional information to allow us to better assist you. To avoid sharing any confidential or sensitive information for security purpose.

Once you have reviewed the email, please confirm the information and we can take next step necessary to resolve this matter for you.

Sincerely,
Topps Consumer Relations
Customer Answer
Date: 10/06/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have not received any emails from TOPPS. I was supposed to receive instructions regarding this matter, but as of today, 10/6/23, I have not received anything. I have also called TOPPS and asked them to follow-up with me regarding my concerns. I have not heard anything from the company.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*************************

Business Response
Date: 11/08/2023
Hello ******,
Thank you for reaching out.
Please accept our apologies for any delays. Kindly confirm if you received the email sent yesterday 11/07/2023 to ************************.
If you did not receive the email please provide us with an alliterative email address.
Looking forward to your response to take next step necessary to resolved this matter for you.
Again, our apologies for any delays and for any inconvenience this may have caused.
Topps Consumer Relations
Initial Complaint
Date:09/13/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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.
Ordered a Archives retired edition from the Topps website. Came out to about $85 after tax and shipping fees. After opening the box I noticed the card was damaged by the case they put it in. I contacted support, and had to wait for approval 10 days later I was asked to send pictures , I did. A week after I was told I had to submit a claim electronically. So I did. They want me to pay to send it back $5+ and no guarantee I'll get a similar card back. Why should I have to pay to return a NEW item? If something comes damaged it shouldn't be the responsibility of the customer to ship it back. They havnt been responsive, and just keep telling me it is their policy. I am not ok with paying to send back a damaged item and having nothing in hand for the $85 I paid. I asked for a replacement to be sent with a shipping label for the damaged card ( they have pictures of) . No retailer works like they do. I understand if I buy a box of 30 cards and have to send 1 back. But this is a box with a SINGLE card. At this point going weeks through this not only should I get this replaced but also something for having to deal with this inconvenience
Business Response
Date: 09/26/2023
Hello ******,

Thank you for reaching out, regarding a damage claim you submitted.

We are sorry to hear that your recent purchase of a Topps product contained damaged card.

Thank you for submitting your online claim for , we understand your fustration regading the return of the damaged item.
We prcessed a return prepaid lable for you to return the damaged card..

Please note you will be recieveing an eamil dierctly from ***** with the prepaid lable. Once you receive the email please print the prepaid return shipping label and return the damaged card and required documentation for your claim to be pocess.

Again, were sorry for any inconveniences that this may have cause.

Topps Consumer Relations

Customer Answer
Date: 09/28/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Thank you for finally sending a shipping label. It's been a month. But here I am still without a product I purchased and the money used to purchase. This part of my complaint was not addressed.
Topps has very clear photos of the damage that I sent when it was requested. So having to wait for a replacement to be sent shouldn't be the case. The damage card was sent using the label provided. Topps should be sending the replacement also. On top of that for having to go this far to get a fix, I would think some sort of credit would be offered? Alot of time has passed since I initiated the claim. Something to show that Topps cares about their customers time and energy put into their product would be nice.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***********************

Business Response
Date: 10/13/2023
Hello ******,
Thank you for your response!
Your claim was expedited as promised. According to our records your claim was processed and a replacement card shipped. Per tracking details your package was delivered on October 10,2023. Please use the link below for tracking details and proof of delivery.
*****************************************************************************************************************************************************************************************************************************************************************************
Please accept our sincere apologies for any inconvenience that this may have caused.
Thank you,
Topps Consumer Relations
Customer Answer
Date: 10/13/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
I do however think it's very weird to make 2 cards with the same image both a 1/1.
A small variation shouldnt make the difference.
that would be like makeing a superfractor , then a variant that has a matte finish and giving it a 1/1 label too. Just takes away from that special feeling.

Sincerely,

***********************
Initial Complaint
Date:08/21/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
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 went to a booth setup by Topps at all star week in ******* in hopes to purchase a special edition pack of trading cards exclusive to all star game fans known as j-rod x Topps all star exclusive . I arrived at the all star week festivities at the time of opening, and had to purchase a ticket to *********** all star play ball park in order to access their pop-up shop. Having to show up 6+ hours before the ball park opened (and 2 hours before play ball park (the venue) opening, I also had to pay for parking in order to purchase these special edition cards. Upon arrival Topps personnel directed me to the incorrect line on the first day (July 8h, 2023). After waiting over an hour (on top of 2 hours early to opening) I was told I waited in the incorrect line, which they had directed me to. And told me they were now sold out after I arrived 6+ hours early to the event, spent $120 on parking, and spent $20+ on the entry ticket. I was told there was no one to speak to, but I could return the next day to try again, so I did. Next day but was told when I went to the correct line that there was no inventory because there were others who arrived earlier than me. I returned a third time, this time with niece and nephews , who collect baseball cards, this time arriving 4 hours before opening, to ensure I was the first in line. I went to the correct line, I waited 30 mins for the booth to open I was this time told that although they did have inventory I would have to return at between 1 and 2 pm if I wanted an opportunity to purchase The employees told me that I would not be given the opportunity to make the purchase even though inventory was available. They told me that instead I could purchase other goods from them or exit the line. This is a prohibited practice in the *******************, protected under *** ********** , and in NY under Section 396 of General Business Law. Commonly referred to bait and switch practice. It was deceptive, and time consuming.
Business Response
Date: 09/20/2023
Hello *******,

Thank you for reaching out regarding **Rod x Topps all-star exclusive Topps at All-Star week in *******.

Please accept our apologies for the delay response.Unfortunately, no guarantees can be given as far as ** being able to get the **Rod card, we will investigate this incident for you. Please allow us additional time approx. 3-5 business days to get back to you. Again, *******, we are sorry for any inconvenience the this may have caused. Please let us now if you have any additional question or concerns.

Topps Consumer Relations
Initial Complaint
Date:08/21/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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 bought two hobby boxes of the 2023 Topps series 2 collection and the boxes state you are guaranteed 1 autograph card OR 1 relic card. My first box I opened contained a relic, not great, but it was a relic. The second box however did not contain either. No autograph or a relic card. My box was missing it's hit. I paid for 2 day air shipping and I expect the same shipping method to be used for my resolution. Expedited.
Customer Answer
Date: 09/14/2023
Better Business Bureau:

At this time, I have not been contacted by The Topps Company Inc. regarding complaint ID ********.

Sincerely,

*********************
Business Response
Date: 09/20/2023
Hello *****,

Thank you for reaching out regarding your online damaged claim you submitted.
Please accept our apologies for the delay respond.

We are sorry to hear that your recent purchase of a Topps product contained damaged card.

According to our records you submitted three online missing hit claims. Unfortunately, no claim will be process until the necessary documentation has been received. If you already mailed in the necessary documentation, please allow us time to process your claim. Currently claims are being process within 2- months.
Unfortunately, the shipping method selected on your order does not reflect the ship method selected on claims submitted.
These are the instructions provided once a claim has been submitted.
1. Address verification review the address showing, and if necessary, edit the address to make corrections.
2.Select the type of claim you are submitting Missing Hit or Damage/Defect.
3.Complete the form associated to your claim.
4.Click Submit to complete your claim electronically.
5.Print Packing Slip and Shipping Label.
6.Mail your packing slip(s) with your proof of purchase(s) (bar code, receipt,date stamp) and any damaged/defective card(s) (if applicable).
7.Please allow up to 4 months for your claim to be processed once it is received.
Before mailing the in your claim, please take pictures of your submission for your records. Topps recommends sending all requests in a fashion that provides proof of delivery. Please note The Topps Company is not responsible for lost, stolen,damaged, delayed, or misdirected mail.
The Topps Company will replace any Topps produced card that is determined to be damaged or defective from any current-year product (only), while supplies last.Topps will send a replacement of similar value (same card not guaranteed).
Topps is only able to process claims for current year products due to available inventory. Once a product has reached its one-year anniversary it is considered memorabilia, in which case we no longer hold replacements for that product.
Please let us know if you have any additional questions or concerns.

Thank you,
Topps Consumer Relations
Business Response
Date: 10/12/2023
Hello *****,

Thank you for your response.

I am sorry for the confusion, I meant Missing Hit claims. I have viewed the screenshot of your order confirmation, by the way that is not a ********* purchase. However, it does not matter where you purchased the product. You can view claims you submitted by logging on to your ********* account.

Please note for all claim submissions it is required that you print the packaing record and shipping label and mail in the proper necessary documention per the instructions and steps provided during claim submission. See instructions below.
Instructions:
1. Address verification review the address showing, and if necessary edit the address to make corrections.

2. Select the type of claim you are submitting Missing Hit , Damage/Defect or Tacofractor

3. Complete the form associated to your claim.

4. Click Submit to complete your claim electronically.

5. Print Packing Slip and Shipping Label.

6. Mail your packing slip(s) with your proof of purchase(s) (bar code, receipt, date stamp) and any damaged/defective card(s) (if applicable).

7. Please allow up to 4 months for your claim to be processed, once it is received.

Before mailing the in your claim, please take pictures of your submission for your records. Topps recommends sending all requests in a fashion that provides proof of delivery. Please note The Topps Company is not responsible for lost, stolen, damaged, delayed, or misdirected mail.

The Topps Company will replace any Topps produced card that is determined to be damaged or defective from any current-year product (only), while supplies last. Topps will send a replacement of similar value (same card not guaranteed).

Topps is only able to process claims for current year products due to available inventory. Once a product has reached its one year anniversary it is considered memorabilia, in which case we no longer hold replacements for that product.

Kindly keep this in mind for any further claims. As a courtesy we will process one of the three claims submitted and have one random autograph shipped to the address on under your ********* account.

Thank you,
Topps Consumer Relations
Customer Answer
Date: 10/16/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. I don't understand how I could send you a card that was never there to begin with. I submitted my claim with the proof of purchase and it including the shipping instructions. I have received the card and I am thankful y'all took care of the missing hit. I didn't mean to submit 3 claims, at the time it was the only way I knew how to get back to that page to view the first submissions status. Thank you for fixing the missing hit issue in my box and my only hope is that y'all increase your quality control department.

Sincerely,

*********************
Initial Complaint
Date:08/10/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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.
On Aug. 8th, 2023 I purchased a 2023 Topps Chrome Jumbo Hobby box for $425 which guarantees 3 autograph cards per box. I opened every pack from the box and did not receive my 3 guarantee autographs. I then submitted a claim with all the information I was told to turn in. I then mailed it to there location I was told to mail it too. They received my submission on Monday Aug. 7th, 2023 and I contacted them on Wednesday Aug. 9th. 2023 to make sure it was received and the customer service employee I spoke to named ********** was not able to help, but instead was very rude to me. So much so I felt that I was at fault for the fact my stuff was wrong. I was told when I requested the information I needed it would take 2 months and then ********** told me it was 4 months and then I told her I was told 2 months and she said then it's 2 months I don't know.
Customer Answer
Date: 09/04/2023
Better Business Bureau:

At this time, I have not been contacted by The Topps Company Inc. regarding complaint ID ********.

Sincerely,

***************************
Business Response
Date: 09/05/2023
Hello *****,

Thank you for reaching out regarding your recent purchase of two 2023 Topps Series 2 boxes.

I am sorry to hear you were missing a grantee hit (auto or relic) from one for two Topps product you purchase. I would like to apologized that your inquiry was not handled properly and that the agent was rude. We review and handle this matter internally.

According to our records you have submitted a claim three times on the following dates, two on 8/17/23 and one on 8/18/23. Kindly confirm the following information, so we may be able to better assist you.

Was the packing slip printed and mail to our *********** center along with proper documentation required per the instruction provided when the claim was sub submitted.
Unfortunately, our fulfillment center will only process claims once they have received the proper documentation required. If you mailed in the necessary documentation, kindly provide us with the tracking number. Once tracking is provided, I will reach out to our fulfillment center and ask to have your claim expedited.
I Again I would like to apologize for any inconvenience this may have caused.
Sincerely,
Topps Consumer Relations Department
.

Business Response
Date: 10/18/2023
Hello ******,

Please accept my apologies for addressing my last response incorrectly to ***********
Our fulfillment center has received proper documentation and created your order. Once it is shipped you will receive shipping notification along with tracking details.
We're sorry for inconveniences that this may have caused.
Thank you,

Topps Consumer Relations
Customer Answer
Date: 10/19/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***************************

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