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:03/06/2023
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 have redemptions ongoing for four months now all I get is lies from this company they give me the same story over and over I asked to speak to a manger seven times on seven different days I final spoken to one and I was literally lied to by the manager she said I would have my answer in an email by noon today it is now 4:30 pm they are closed and no email. I am tired of the games they are playing topps company owes me two redemption cards it is passed it *********************************************************************************************************************************************** a timely manner they need to get rid of the redemption program this is Pathetic!
Business Response
Date: 03/13/2023
Hello *****,
According to our records you declined to move forward with a substitution for your ********************* redemption card.
As for your ******************* redemption card you agreed to value assessed and you were advised we are working on finding current equal market value replacement offer for you.

For more information about the redemption program, please see attach.

If the customer still wishes to proceed with substituting his ******************* redemption card. We will be happy to move forward with an offer through the proper email communication *************************************
Please confirm once this BBB complaint is considered satisfactory and closed, so we may proceed with proper communication with the customer.
Thank you,
Topps Consumer Relations Team.
Initial Complaint
Date:02/28/2023
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.
Topps is not making a good faith effort to send out their redemptions in a timely manner.I have 10 cards I am waiting on, some for over 2 years. Rather than include an autographed card in their ****** PRICED PRODUCTS, they send this redemption card as a substitute to send the signed card when it's been completed by the athlete.They are not making any effort to complete these redemptions and the customer is suffering.
Business Response
Date: 03/14/2023
Hello *****,

Thank you for reaching out.

According to our records eight of the ten redemption cards are currently under your open orders in your account.
One which is eligible for substitution and seven that are within the 15 weeks from when the redemptions were redeemed.
We recently shipped one redemption card on 3/9/2023. According to the tracking details the card was delivered 3/13/23 via ***** tracking #************.
One redemption for ************************************ is in your substituted orders, for an agreed upon replacement card. Once the replacement is shipped you will receive shipping notification along with tracking. Due to our Fulfillment facility recently relocating all replacements are currently on hold. Plans are to resume shipping replacement within the next 6-8 weeks if not sooner. Please accept our sincere apologies for this inconvenience.

Please note: By redeeming any redemption card the consumer agreed to Topps Redemption Program Policy. Attach please Topps Redemption Program Terms and Conditions. We believe this incident to be satisfactory at this time and therefore we will consider this matter closed at this time.

Thank you,

Topps Customer Relations Team
Initial Complaint
Date:02/28/2023
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.
Order was placed on feb 23rd 2023 with *********************** card world for a ******************* Topps chrome 2022 card hobby box. I received the box today and all of the cards had quality control issues. I can send pictures of them as well. This specific box had sold out on the release and is supposed to be extremely high quality as the quote ******************* did the cards. ******************* is a very popular jewler. Im a big fan and to get this hobby box which by the way was not cheap through an hobby shop *********************** card world for ******. On 65% of these collectors items there are quality errors which consist of the same marking on the card where it looks like the printer may have scratched them. There are 24 packs in the box 4 cards per pack.
Business Response
Date: 03/12/2023
Hello ****,
Thank you for taking the time to submit your inquiry about the condition of your Topps trading card.

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.

We have attached Topps claim form. All claims must be submit prior to the following year's product release date.
Please note the above information can also be found on topps.com website.

Thank you.

Topps Customer Relations
Customer Answer
Date: 03/14/2023
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]

Tracking number **********************

Delivered

***** *** *******
********* **
I sent the form and my cards in they told me send the whole box in so case is still open

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

Sincerely,

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

Customer Answer
Date: 04/25/2023
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]

********************** Tracking number which Ive provided. *** in customer service helped me and said my claim was solved apparently when we havent even finished this. My name is *********************** and email ******************** I did submit a claim form and I included a written copy in my box which tracking was provided

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

Sincerely,

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

Business Response
Date: 05/19/2023
Hello ****,

Thank you for providing tracking number for the claim you submitted.The following information is on the claim form you submitted.
Topps recommends sending all requests in a fashion which provides proof of delivery. Please note The Topps Company is not responsible for lost, stolen, damaged, delayed, or misdirected mail.
Replacements for eligible cards will be shipped within 6 to 8 months of receipt. Any ineligible cards received (or any cards Topps is unable to replace, for any reason) will be returned to the consumer.

According to our records we are not showing any records of any claim processed under your account associated with the email provided in this complaint ID. Please confirm the email used on the claim form your mailed in, if
different from what was provided here.

We apologized for any miscommunication given by any of our agents. Your claim will be process according per Topps claim policy and terms and conditions.

Thank you,
Topps Consumer Relations.
Initial Complaint
Date:02/21/2023
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.
First of all Topps website seems designed to never have customers contact them. If you click on customer support it goes to something about careers, you should check it out, youll see what I mean. They used to have a chat function and an email address, but have scrapped both. The only way Im even able to communicate with them is through that old email. Anyway they dont honor what they say about how long it will take to get your order and they change dates after order is placed and pretend it was always that date. Im still waiting for an order placed in November that was only supposed to take fifteen days at the most. And then more recently I paid extra to ensure shipping within 5 days and that is already past, This has happened on multiple occasions and isnt right because Im just wasting my money for nothing. All they ever say is sorry and ignore my requests for refund or credit. They *********** not respond when I request to speak to supervisor and have ignored dozens of emails entirely. *** no last name provided was last customer service person who emailed me and I have complained about him in the past but never get a single response
Business Response
Date: 03/17/2023
Hello *****,

Thank you for reaching out.

We are sorry to hear about your experienced with ********* website. We have reviewed the website and do not understand how you were connected to our careers page unless you accidently click on careers. We are not showing issues or complaints pertaining to what you have stated about our website.We currently do not have or had a Chat function on out website. Please note our contact information below.
To contact customer service by phone (toll free) at **************. A consumer relations representative will be available to help between the hours of 9:00am-4:00pm (EST), Monday through Friday. You may also resubmit your question by email at any time by addressing it to **********************************.

After reviewing your account, we see the order placed in November. The order shipped accordingly based on the shipping time framed provided on the
product- page. As stated on ********* shipping method selected takes effect at the time of the order shipping and your order was ship within the shipping window.

Our records also show you were contacted by a **************** Manager regarding your interaction with our agent ***. We also show you were refunded shipping charges as courtesy for order placed on 2/15/23, the order shipped within the proper ship window.

At this time based on our research and the information provided above we have addressed all your concerns and per our records you are not owed any refunds.

We apologized for any inconvenience you may have cause.

We believe Topps has acted fairly and provided proper service.This matter will be consider resolved and closed.

Thank you,
Topps Consumer Relations

Customer Answer
Date: 03/21/2023
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]

?

Topps continues to boldly lie, their response was embarrassingly dishonest, and shows they must have a bunch of dumb kids working there, or just dont value customer service. All you have to do is go to their website and see for yourself, see how you can contact them, good luck. They also did used to have a chat assist function, I know because I used it . It was just a bot basically that couldnt really help you at all, but its comical that now they pretend like it never existed. They also have a dishonest setup, where they can tell you nothing is ever late no matter how long it takes to arrive to the customer. They use some warehouse excuse and claim there is literally no timetable at all as to how long a package can sit in there, and that the clock only starts when it leaves the warehouse. A convenient way to insure that no order is ever technically late by their accounting

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

Sincerely,

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

Business Response
Date: 04/06/2023
Hello ******

We appreciate feedback from our customers and often use suggestions to help us improve our site, products, and our services. We are working very hard every day to improve our processes to provide you with a better experience that both you and Topps expect.
Per our previous response you order was shipped and delivered. You were refunded the shipping charges as a courtesy.
We apologized for any inconvenience you experienced with our website.
Thank you,
Topps Consumer Relations
Initial Complaint
Date:02/17/2023
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 purchased a 2022 ********** Club Membership from Topps which included the benefit of, "Exclusive Access to Pre-Sale window for select Topps 2022 Online Exclusives including Chrome Sapphire Editions, Finest Flashbacks, ****** X, Archives Snapshots, Plus many more!" Details can be found here at their website:************************************************************************************************ They released the 2022 Bowman Draft Sapphire without making it available to Club members and then today, they released the 2022 Archives Snapshots and it was also not made available to the Club members. Both sold out quickly which is why I pay for the Club. Note, I am also a 2023 member. This has become a pattern with Topps over the last 12 months. We pay for exclusivity and they take our money, failing to deliver on their commitment. I even reached out to them 9 days ago about the Bowman Draft Sapphire product and received no response. Checking their website today and they marked my issue as "resolved". How can they have resolved my issue without contacting me?
Business Response
Date: 03/13/2023
Hello ****,

Thank you for reaching out.

Please accept our sincere apologies regarding the incident you submitted. Were sorry to hear your incident was closed with no response. We have looked into this and taken the necessary step to correct this to avoid this from happening again.

2022 582 ********** Club Membership enrollment date Nov 16, 2021. As you know Topps 582 ********** Club Membership is a one-year membership. The two products you mention 2022 Archives Snapshots and 2022 Bowman Draft were released after the membership ended. For any questions or concerns regarding 2023 582 ********** Club Membership. We ask that you review terms & condition on topps.com website.

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

We feel the consumers Annual 2022 582 ********** Club Membership, was honored accordingly per the terms and conditions.
Thank you,
Topps Consumer relations Team.
Customer Answer
Date: 03/17/2023
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]
Topps referenced their Terms and Conditions, which I have attached here. Nowhere does it state anything about "products being released after the membership ended." First of all, how is it fair for Topps to promise, "Exclusive Access to Pre-Sale window for select Topps 2022 Online Exclusives including Chrome Sapphire Editions, Finest Flashbacks, ****** X, Archives Snapshots, Plus many more!" and then not deliver on that promise because Topps failed to release the products until after the "membership ended". I am also a 2023 member, so my membership has not ended. Furthermore, the Terms and Conditions only states that, "Topps reserves the right to substitute any products at its discretion." No products were substituted.
By Topps' logic, they could essentially just delay all releases outside of the membership year so members get none of the listed releases and they wouldn't be doing anything wrong.
Platitudes are not resolution.
Sincerely,
****

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

Sincerely,

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

Business Response
Date: 05/19/2023
Hello ****,
Topps 582 ********** Club Membership is a one-year calendar membership only and does not carry over to any new membership. Any renewal for the following year is considered a new membership and may consist of new benefit changes as well as policy terms and conditions.
Please refer to 2022 582 ********** Club Membership terms & conditions Access to pre-sale windows for designated product does not guarantee that any member will be able to purchase such products.
"Topps reserves the right to substitute any products at its discretion." Pertained to six membership items included in the 2022 ********** Club membership.
Please review your 2023 ********** Club Membership and terms/conditions.
Please accepts our apologies for any inconvenience this may have cause.
Thank you,
Topps Consumer Relations Team.
Initial Complaint
Date:02/15/2023
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.
I ordered $422 worth of product under Order # US-*********. This was for two boxes of Topps product. The items were shipped via ***** on 2/10 via tracking number ************ and I received them on 2/13/23 @ 3:55pm. I immediately opened the product and sent a communication to ********* at 4:08pm for support because the entire contents of my order was soaking wet.Despite several communications with Topps, they are refusing to replace these clearly damaged items.I purchased these items to resell in my store. As you can imagine, I cannot sell damaged goods.I would like either a refund of my order or a replacement of the same product.I have more pictures of the damaged product, wet box, packing material, etc if needed.
Business Response
Date: 03/10/2023
Hello ******,
We apologize for any confusion regarding the damaged product you received. We have processed a return for you. We ask that you please logon to your ********* account go to returns and print the prepaid label and return the damaged product to us.
Resolution will be determined via PayPal charge back claim. Please accept our apologies for any inconvenience this may have cause.
Thank you,
Topps Customer Relations

Customer Answer
Date: 03/13/2023
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 do not want a refund. I want a replacement. These items are to be displayed in my store. I will send back the product if Topps agrees to send me replacements.

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

Sincerely,

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

Business Response
Date: 03/26/2023
Hello ******,
As previously mentioned on the last response this is being handled via your opened PayPal dispute.

We are unable to guarantee replacement of the product. Final resolution will be determined via your PayPal claim. No further action is required via complaint #********.
Please accept our apologies for any inconvenience this may have cause.

As stated above this matter is being handled via the consumers opened PayPal dispute. We will consider this thicket closed.
Thank you,

Topps Consumer Relations
Initial Complaint
Date:02/07/2023
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.
On 30 April 2021 I filed a tax-free reseller certificate from the state of ******** with Topps. They never have processed it. On 30 July 2021, I made a purchase with Topps, and they charged me $10.00 in tax, even though they are in possession of my tax-free certificate. On 20 January 2021, I again made a purchase with Topps, and they charged me $25.20 in tax. I have repeatedly email inquiring as to why this continues to happen. They only say "we sent it up to management". All other companies with which I submitted my tax-free certificate to have implemented it, to include ************* and ****** Auctions, to name a few. Topps does business with hundreds of distributors and dealers, and many of them will have tax-free certificates. It is inconceivable to think that Topps does not have a mechanism for processing these certificates. I have requested cancellation of the 20 January 2023 purchase until such time as Topps processes my tax-free status, but, as usual, there has been zero response from Topps.
Business Response
Date: 02/20/2023
Hello,

We apologize for your experience regarding your sales tax exemption. At your earliest convenient kindly, fill out a form called CRT-61 Certificate of Resale and provide us with a copy at ************************************* the form you provided in January 2023 was for the sales tax exemption for ******** State. Your account will be updated accordingly once the above-mentioned form is received.

As for your purchased from January 20, 2023, your order has shipped, and tracker shows this was delivered. Please click on the tracking link below for details.You can file the tax via your 2023 taxes. As you know, Topps sells collectibles with limited print runs. Because of this, all sales on our website are final. We are sorry for this inconvenience, but this is necessary to maintain the integrity of our products.
******************************************************************************************************************************************
Regarding your July 2021 purchased,this should have been file with your 2021 taxes. Unfortunately, we are unable to issue a refund for sales tax.
For your inconvenience and as a courtesy, we will be happy to issue you a 10% discount code this can be used towards any future ********* order.

The discount code will be sent to the email associated with your ********* account.

Thank you for being a Topps customer.
Customer Answer
Date: 02/21/2023
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:

Confirmation of tax free status has not been received nor has the Topps system been updated to reflect such. Documents have been submitted (again) as listed in the response from Topps to **********************************. However, based on past experience, I do not believe my account will ever be updated to reflect tax free status, as Topps has had over ************************************************************************************** their possession (with NUMEROUS unanswered responses to requests for status) but have not taken any action to ***** such status.
V/r,
********************

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

Sincerely,

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

Business Response
Date: 10/12/2023
Dear ************,

Thank you for reaching out.

The purchase made on 07, September 2023 was not through Topps.com website, where the tax exemption is set.

The purchase was through a raffle/reservation, and it was purchased through EQL, you may refer to Topps EQL FAQs. See link below.

************************************************************************************************************
Unfortunately, at this time, EQL does not support tax exempt status and you may be charged sales and other taxes if your entry is selected.
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 have determined that my complaint has NOT been resolved because:
My credit card was charged to TOPPS...I have attached a screenshot of my ******************** bill...it specifically says "*************" not anything to do with "EQL". I have a tax exemption with TOPPS, so I should not have been charged tax. Just because they are using some other link, it STILL is TOPPS.
TOPPS certainly did not have anything on the email offering for this "raffle" that stated words to the effect of "there is no tax-exemption for EQL". They can bury it in their FAQs, but that is not adequate to allow users to find it. I would not have signed up for the "raffle" had I known there was no tax-exemption.
TOPPS should refund my tax of $32.20 for this purchase AND indicate on any OFFER in the future that they will not honor tax-exemptions when they use EQL.

[Your Answer Here]

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

Sincerely,

*********************
Initial Complaint
Date:01/25/2023
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.
Spent $104.50 on a box of *** Series 1 Garbage pail kids on October 10, 2022 with an estimated ship date of October *****. After weeks of nothing I emailed support and wrote them on social media and was ignored. I then called them a few days later asking where they were and if Id receive them before Christmas as they were supposed to be a gift. They told me they would arrive the week before Christmas. On December 22 I called them again and they said they were delayed again. They never respond to emails or social media and many customers are complaining that they have not received the same product and Topps is already selling a series 2 and have not even sent these out and they refuse to provide a accurate update or any explanation to the consumers. All I want is a honest answer when my product is to arrive and I want the product still. Terrible customer service and also rude when called
Business Response
Date: 02/07/2023
Hello ********************,

Unfortunately, we continued to experienced delays in getting the ********************* Garbage Pail Kids: Series One product. We do not have an ETA at this time to share with you.
Please let us know if you no longer wish to continued to wait for the product to be ship to you. We will be happy to cancel your order #************ and issue a refund to your original method of payment.
Please accept our sincerest apology for this inconvenience.
Thank you,
The Topps Team
Initial Complaint
Date:01/17/2023
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 sold me a pre order of a ********************* set called call of the captain. They messed up like they do continuously on sets that they produce. They made a huge error on most of the cards from the set. They sent out a letter addressing the mistake and all they said was sorry. This has ruined the set for collectors and topps has no responsibility for their mistake. They said when you buy all sales are final yet they did not produce the set they sold me on. They sent a letter saying some of the cards were printed in error, this is a lie because most of the set has error backings on them. I paid $6k for this presale and they didnt produce what I thought I was buying. They have been horrible to customers for years constantly making mistakes when they print. They should be held accountable because they will not take returns even though they promised one product and produces a diff product and the customer is stuck with the horrible product. I wanted a refund and all was said to me was sorry, you bought and we say no returns even on printing errors. This is so wrong to take my money and not produce what I have paid for.
Customer Answer
Date: 02/11/2023
At this time, I have been contacted directly by The Topps Company Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:
[Your Answer Here]Topps has not contacted me about the complaint through the BBB. When I reached out to them prior to making the complaint they told me printing errors can happen and there are no returns th. This was a preorder and they messed up the whole set they should be liable for the mistake. What they produced was not what they promised from this set. Topps tends to make lots of mistakes on their sets and they should be responsible for errors that they make. This whole set of what I bought are all messed up. I purchased in good faith that they would make the set properly. To just push aside the customer is wrong and they should refund my money and take back this product. For them not to reach out about the complaint shows they do not care about their customers

In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Business Response
Date: 02/24/2023
Hello,

We understand your frustration regarding the error with the ********************* - Call of the ******* ******** Notification was sent to all customer apologizing for the oversight and confusion this may have caused. We also responded to your inquiry regarding the notification, prior to your BBB complaint. Unfortunately, we are not able to issue you a refund. Please note per the product spec page All sales are final. Art subject to change. Not responsible for typographical/printer errors. We apologize for any inconvenience this may have cause.
Thank you
Initial Complaint
Date:01/06/2023
Type:Customer Service 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 placed an order on Oct 12th for 5 boxes of 2022 Topps *** X ******* Pail Kids: Series One by *********************. The Estimated Ship Dates still states Oct 19th- Oct 21st. I've called and spoken to someone in Nov and Dec who ensured me that the items would be shipped within the following week. 3 months later, I still do not have the items I ordered. The saddest thing about Topps is that since being acquired by a larger company their support and shipping times has become drastically worse. I will accept an apology, but I strongly encourage Topps and Fanatics to not allow employees to continue to lie and mislead customers on when their items will be shipped or received.
Business Response
Date: 01/12/2023
Hello,
Were sorry your order did not ship by the promised date. We sent a delay shipping notification to all our customers on or around 12/22/22.

Update ********* order 2022 Topps *** x ******* Pail Kids: Series One by *********************

Dear Topps Customer,
This email is regarding your order for the 2022 Topps *** x ******* Pail Kids: Series One by **********************
Unfortunately, we have experienced delays in getting this item to you. We are working with our team to get the product complete and ready to ship as soon as possible. We anticipate that your product will be shipped by the end of January.

We apologize for the delay and any inconvenience this may cause. You will receive a shipping notification with tracking information as soon as your order is on the way.
Thank you again,
The Topps Team
Customer Answer
Date: 01/12/2023
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]
Please provide proof that delayed shipping notification was sent to me. Additionally, you didn't address my concern that your Support team advised me in Nov and again in Dec with new dates of shipment. There is no acceptable explanation your Support team is giving new delivery dates if there are any doubts the order is going to continue to be delayed. Why is it so difficult even in your canned response to just tell the truth. We don't know when the items will be delivered, what can we do to make this right? The person that responded to this complaint gave a canned response that did nothing to address my concerns, just more kicking the can down the road. I would honestly say that Topps is one of the worst companies in *******, and it starts with instructing your employees to misinform customers. Fanatics should be ashamed of the company Topps has become.
Were sorry your order did not ship by the promised date. We sent a delay shipping notification to all our customers on or around 12/22/22.

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

Sincerely,

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

Business Response
Date: 01/29/2023
Dear ************,
We apologize for any incorrect shipping dates that were provided to you by any of our customer service agents. We have addressed this matter internally with our agents to assure that proper information is given. We do not have access to distribution list the email notification was sent to the email address associated with your order. We ask that you please check your spam/junk mail for the delay notification which was sent from ***************************************** accept our sincerest apologies for any inconvenience this may have cause.

Thank you.
Customer Answer
Date: 01/30/2023
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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