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

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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:05/23/2023
Type:Product 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 received a redemption card for a 1/1 Shohei Ohtani autograph card. I registered for the redemption on the Topps website. I was notified it was shipped, and I never received it. I reported it to Topps, and they confirmed through ***** it was not delivered; it was lost. They said the card was worth $2000 and offered a replacement. The two cards they offered were only totaling $1750 per ***** which is what they used for current values. Then they asked for the screenshots of the cards, which I sent. Since then, I have heard nothing and have emailed with no response. This process has been going on since February 18, and I would like to get the replacement cards ******************* Auto and Shohei Ohtani Auto (totaling $1750), plus the additional card worth $250 to cover the $2000 value of the card ***** lost. Or give me a Shohei Ohtani worth $2000.
Business Response
Date: 05/29/2023
Hello ******,

Thank you for reaching out.

We understand you disputed value on the two replacements offer, this was escalated, and we are in the middle of finding a third card for the $250.

We will be happy to continue to work with you to complete and finalize replacement offer we were in the middle of working on once this complaint is closed satisfactory.

Thank you,
Topps Consumer Relations.
Customer Answer
Date: 06/02/2023
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:
Two problems I have. This has been going on since February. Secondly, the last email on May 4 was my last communication saying that they would get back to me in 2-3 business days (see attachment). We are well past that, and they haven't answered any follow-up emails. This is a $2000 card, and I'm not going to just sit idle when there is zero communication and have this ignored. 4 months to reach a resolution for something that is 100% their fault is not awesome customer service.

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

Sincerely,

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

Business Response
Date: 08/06/2023
Hello,
We're sorry for the delay response. This BBB compliant has already been addressed for the
customer. We’re in the middle of completely an agree upon replacement for the
Ohtani card. Which we have and the customer was shipped three replacement cards
per his agreed upon replacement cards.
Package was delivered via tracking #************ and delivered on Friday 7/7/23 and signed for by ** **********. Please review link below for tracking details.
*************************************************************************************
This complaint can now be consider closed and satisfy.
Thank you.
Topps Consumer Relations

Customer Answer
Date: 08/07/2023
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:05/09/2023
Type:Service or Repair 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 entered 30+ entries into the 2023 Topps Home Run Challenge that produced 10 winning cards. Topps has voided the majority of my entries because they took place after 4am EST on the day of the contest. My issue is that Topps had a glitch within their computer system that allowed customers to submit picks after 4am EST the day of the game. This glitch occurred throughout the entire month of April and then Topps fixed the problem in early-May. Topps allowed their customers to make selections that Topps knew would be voided and they did nothing to correct their mistake. Not only did they void out winners, they also voided the opportunity to play again due to their mistake. This was bad form from Topps that could have been easily fixed by owning up to their mistake.
Business Response
Date: 05/23/2023
Hello *****,
We thank you for your feedback about the program. We will review everyone's feedback to help make enhancements to next years program.

The rules for Home Run Challenge can be found.
At **************************************************,
We aplogize for any inconveinces this may have acuse.
We encourage you to collect Topps Baseball Series 1 and Series 2 to find additional Home Run Challenge insert codes to play the challenge again.
Thank you,
Topps Consumer Relations
Initial Complaint
Date:05/05/2023
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.
On 4/12/23, I entered a HR Challenge redemption card and won as the player hit the Homerun. Previous years, Topps website would grey out the day of the game. This year, the website has materially changed and allows us to enter the codes until about 3 hours prior to the game, once lineups are posted. The Challenge is guessing the Player will hit a homerun, NOT guessing if he's in the lineup or not. We viewed this as an improvement and began entering our codes the day of the game since the website materially changed and allows it now. However, the fine print says to enter by 4am. Let me reiterate, years past the website would grey out. Now it allows you to essentially waste your pick the day of when they KNOW it's not valid. We viewed this as an improvement because whatever the website allows the website condones and they should honor the HR Challenge card my son picked. We have spent thousands of dollars chasing these challenge cards and own every month for ************************* since it's inception. We feel betrayed the website would be changed where children may not understand they are wasting their entries. Otherwise this gives the appearance that they are intentionally providing a path for customers to waste their challenge cards and thusly, their money. This is bad business practice in bad faith. I would like my son's homerun challenge card honored as a winner and the winning card sent as advertised and expected.
Business Response
Date: 05/19/2023
Hello *******,

Thank you for taking the time to reply to the 2023 Home Run Challenge notification.

We thank you for your feedback about the program. We will review everyone's feedback to help make enhancements to next years program.
Per the *** promotions rules: To be valid, registration (including Codes from **** and selected dates) must be received no later than 4:00 a.m. Easter Time of the selected "hime run date".
The rules for Home Run Challenge can be found at **************************
We appalogize for any inconveience this may have cause.
We feel with have appropriately addressed the customers concerns, regarding Topps 2023 Home Run Challenge promotion. Please consider this matter close.
Thank you,
Topps Consumer Relations.

Customer Answer
Date: 05/19/2023
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:
Repeating canned responses won't change the fact that Topps materially changed the website design to create a pitfall for kids and customers to waste our hard earned money by entering codes during an invalid period. This was not this way in year's past and we will move forward with an exploratory Class Action from here since Topps doesn't want to engage in meaningful, personalized conversation. Our group will discontinue buying any and all Topps products until a proper response and resolution is made to make ** whole. You can't create pitfalls in website designs for customers to waste our codes and thus, our money and get away it it. It's not just unethical but it's a dirty thing to do to kids who are trying to enjoy a hobby.

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

Sincerely,

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

Business Response
Date: 05/29/2023
Hello *******.

We were not made aware of the glitch until the end of the month. We took immediate action to correct the issue.
The Terms and Conditions clearly state 4:00 AM and we followed the rules to keep ************* to all the participants.
No further action needed per our terms & conditions.
Thank you,
Topps Consumer Relations
Initial Complaint
Date:05/03/2023
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 have 4 redemption cards I been waiting to receive from topps company. I redeemed them online over 4 months ago. They stated in their website that it can take up to 4 weeks to fulfill the redemption.Starting to think they produced redemption cards and then when they come in to be sent to the people that hit them, then print them? Bad business. Spent over $70,000 dollars buying cards. I received the first 3 or 4 redemption in a timely manner. I have one redemption that is a superfractor meaning 1/1 ***************** mood ring worth over thousand dollars, was offered over that but one customer wanted to see the card before offering more. I now have no faith in Topps which there company about to end and be taken over by another company. The value of these cards is about ***** dollars if not more. So sad because the longer it takes, they will demand to replace with different cards,
Business Response
Date: 05/17/2023

Hello ****,
Thank you for reaching out.

According to our records there are four redemptions cards redeemed under your redemption account associated with ***************************
By redeeming your redemption code(s) you agreed to Topps Redemption Program terms and Condition/Policy.

Below please find the status of all four redemption codes:
1********* Baseball 2022 Bowman Draft Chrome Prospect Auto Purple Refractor Parallel -Blee. Shipped 5/4/2023 via ***** Smartpost - tracker #**********************. If you have not received your package, please reach out to your local post office.

********** Baseball 2022 Bowman Chrome Bowman Chrome Prospects Autograph *********************. You requested an online substitution.
Substitution are process in the order they were submitted. We are working on completely all sub requested as quickly as possible.
The following is the Topps policy for substituting your redemption for another card:
-Must be more than 15 weeks since submission of the redemption
-A random replacement will be selected of equal market value of the original card
-Substitution will be for the same sport
-No guarantee of specific player, product, or year can be given

The two redemption codes listed below are still within the 15 weeks window date. Currently neither redemption is complete. If the redemptions are still pending one day after the 15-week window date 5/19/23 they will become eligible for substitution. At which time you may request an online substitution if you wish, or you may continue to wait.
********** Baseball 2022 Bowman Draft Mood Ring Superfractor Parallel ***************** Status pending 05/19/2023.
********** Baseball 2022 Bowman Draft Class of 2022 Autograph ***************************- Status pending 05/19/2023.
For more information about the redemption program, please visit Topps website or use the link below:
We apologize for any inconvenience this may have caused and thank you for your patience.

We have addressed this customers questions and considers. No further action is required or needed by Topps at this time.

Thank you,
Consumer Relations.

Customer Answer
Date: 05/25/2023
Hello, I am still not happy about the time line that Topps uses to do redemption. I was so excited about hitting the one of one and now taking months to even hear back from this company? Not sure how a company sells redemption in their products and not having the baseball cards made at the same time as the release of a set of cards? I have heard that some people never received the cards from Topps. On whatnot account I have a clip of the hit one of one mood ring ***************** , from this clip to now, what a let down, I will not spend another dime on this company as it is false advertising, produce the cards and stop redemptions , just put the card in packs like the rest of the set . Over $70 grand spent and to take years to receive if ever? Now they want me to accept replacements ? Can not post the clip but can be seen on whatnot account **************** * thanks what a let down, for Topps its all about money
Business Response
Date: 05/28/2023
Hello ****,

We appreciate feedback from our customers and often use suggestions to help us improve our site, products, and our services.

As per our last response you requested an online substitution for ********** and two pending redemptions that are not complete but are now eligible for substitution (********** ***********).
If you are interested in substitution, you may logon to your account and request an online sub request or you may reach out via email to ********************************** and request to have one of our specialty agents work with you on substituting your redemption cards.

Please accept our sincerest apologies for any inconvenience this may have cause.

Thank you for being a Topps Customer!

********************** Consumer Relations.
Initial Complaint
Date:04/28/2023
Type:Service or Repair 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.
Topps sells sports cards. Some of these sports cards are very expensive. Topps guarantees a certain number of autographed baseball cards per box of cards that they sell. Earlier in the year I purchased a box of cards that was guaranteed to contain 2 colored parallels and my box only contained 1. Yesterday I purchased a box for $280 that was GUARANTEED to contain 1 autographed baseball card inside and the box contained 0. This is nothing short of robbing their consumers. I purchased and opened the box at a reputable card store, ******************* located at ********************************************************************. I have several witnesses that watched me open the box and saw that it did not contain an autographed card including the store owner ***********************. Please feel free to contact *** at ************ regarding the validity of my claim and my receipt for the purchase. Topps' solution to this is to fill out a missing hit form on their website and mail them proof of purchase and in about 6 months to a year they will mail you back some autographed card that is worth about $5 typically. This solution is unacceptable. They should be giving their customers refunds or replacement boxes for selling them falsely advertised products. If you do a quick search online you can find numerous videos of people opening boxes and not receiving what was advertised inside the boxes. This is flat out wrong. Topps is stealing from its consumers and not offering fair solutions to any of these issues.
Business Response
Date: 05/27/2023
Hello ********,

Thank you for your inquiry and feedback.

We are sorry to hear that your recent purchases of a Topps product were missing a guaranteed item(s).
All trading cards including all insert autos, parallels,relic etc. are randomly inserted into the product. All hits are missing hits are process randomly. Topps does not guarantee any monetary return on any of their product.
For missing hits, we ask that you to submit your claim electronically and follow proper instructions to complete your claim.Please accept our apologies for any inconvenience this may have cause.
We appreciate your feedback and will share with all proper departments to help us improve our services, product and to be consider for any future changes or updates.

We thank you for your patronage and continued interest in our products.

Topps Consumer Relations
Initial Complaint
Date:04/28/2023
Type:Product 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.
Order ************ - box of 2021 Topps Finest Basketball from Topps.com on 4/27/22. Received my package around May 11th. After opening the box it was short 5 packs of cards. Minus all promotional chase cards. Submitted a Topps damaged claim form as instructed, unsure of the date. Topps sent me back 5 cards. Called Topps on 10/6/22 explained the issue. Asked to resubmit the original form with another explanation. Email from Topps on 10/07/22 that they were resubmitting for a correction. Called back 4/03/23 and emailed. Then called back twice more, most recent 4/27/23. three more times after nothing from 10/07/22 response. Asked to resubmit the form again, and later told it was awaiting a manager response. Purchased in good faith but Topps has acted in bad faith business by not fulfilling the purchase in full. I requested a refund in the 4/27/23 email.
Customer Answer
Date: 05/22/2023
Better Business Bureau:

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

Sincerely,

*********************
Business Response
Date: 05/26/2023
Hello ****,

Thank you for reaching out.

Please accept our apologies for the delay in getting back to you.

Were sorry to hear your claim was processed for the wrong product and that we have not rectify this matter for you.
We have reached out to our fulfillment center regarding your claim, and we are taking proper next steps to have this rectify according for.

Please let us know if you have any other questions or concerns.

Thank you,
Topps Consumer Relations.
Business Response
Date: 09/26/2023
Hello ****,

Thank you for reach out, please accept our appalogies for the delay processing the replacement.

The replacement product was shipped via ***** tracking ************. The tracking shows your pacakge was delievered today.

Again, please accept our apologies 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 while the resolution is satisfactory there is no package and a claim has been filed with Fed-Ex.

Sincerely,

*********************
Initial Complaint
Date:04/27/2023
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 have been getting the run around for over 4 months regarding a redemption card I got in a box of cards I paid $1000 for. Now theyre saying I might not even get the card. It was mailed and received cause I got tracking from the post office.
Business Response
Date: 05/11/2023
Hello ***,

Thank you for reaching out.

According to our records you have no pending redemptions in your redemption account.

Our records also show that you were recently sent shipping notificationalong with tracking for a recently shipped item.

If this is not the item you are looking for kindly provide ** details of the redemption card you are inquiry about, so we may be able to better assitance you.

Thank you,
Consumer Relations
Customer Answer
Date: 05/15/2023
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:04/20/2023
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 submitted a redemption card (**********) ** June 2022. Topps T&C says allow 15 weeks for redemption. In October, the status changed to "request substitution". I did this and wrote Topps for clarification. In January 2023, I was told the sub request was reversed as our original card was pending production. It is now April 2023, and the status is again "request substitution". I do not believe Topps fulfills their redemptions. Emails to customer service only kick the can further down the road. "We will let you know when it ships". Then, when it goes to "request substitution", they have another 15 weeks to process. I believe their program is a fraud. My redemption has been in the system for 10 months now and not fulfilled.
Business Response
Date: 05/04/2023
Hello ****,

Thank you for reaching out.

We have reviewed your redemption account and we see you are owned one redemption (**********). We apologize for any confusion; Topps was not honoring any sub request as we have been working to complete the card. We are still working on getting the card complete and we do not have an ETA to share with you. We are now honoring substitutions on redemptions past the 15-week window. According to our records you recently contacted ** for the sub request, if you are interested in moving forward with the substitution once this BBB compliant is close our agent will be happy to work with you. You will be able to provide them with one or two players or teams of preference. However,no guarantee can be given. Replacement is based on equal current fair market value BKT or ***** Once value is agreed on the agent will follow up with an offer.

Per above once the BBB ticket is close, we will be able to work with the customer accordingly on replacement a replacement offer.

Thank you,
Consumer Relations.
Initial Complaint
Date:04/04/2023
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 ordered a product on 04/01/2023 with 3 day shipping. The product is still not here ,yet alone even done being processed. I want my full $70 plus another $145 for wasting all my time. I charge for all time wasted. If you i want I can provide an invoice The company will not give me my money back.
Business Response
Date: 05/17/2023
Dear ****,

Thank you for reaching out.

Your order# ************ was placed April 1, 2023, as stated on our website the shipping policy, the shipping method selected takes affect once your items is shipped. Shipping timeframe on the product page stated, Ships in **** business days.
Your order was shipped April 4, 2023. Tracking shows your package was delivered April 11, 2023. Based on Topps shipping polices your order was shipped on time.
********************************************************************************************************************************************
Customers packaged was delivered properly on time. The customer is not due a refund, we will considerer this matter resolved and closed.

Thank you,
Topps Consumer relations.
Initial Complaint
Date:04/03/2023
Type:Service or Repair 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.
How is Topps getting away with this? promoting products they do not even have on hand? this has to be a scam. June 7, 2022 I spent $350.00 for a 2022 Topps Bowman Chrome and came with a redemption code. April 2, 2023 still waiting.. I called sometime in 2022 regarding this and was told " the player has not signed any cards" How is this legal?
Business Response
Date: 04/17/2023
Hello ***,

Thank you for reaching out.

We have reviewed your redemption account and we see you are owned one redemption.We are still working on getting this card complete, and we are sorry we do not have an ETA to share with you. Per our Redemption Program Terms and Conditions your redemption card is eligible for substitution. Sub request can be made online through your redemption account. We can also process the request for you, substitute cards are selected randomly by Topps based on current market value and available inventory for the same sport or property. Please let us know if you would like to proceed with a substitution request.

For more information about the redemption program, please go to *******************************************************************.
We apologize for any inconveniences this may have caused.

Based on the information provided above the customer may request to have his redemption card substituted for current equal market value.At this time we will consider this matter close.

Thank you,

Topps Consumer Relations

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The Topps Company Inc. is NOT a BBB Accredited Business.