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:12/13/2022
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 received a winning home run challenge card for September-*******************, although I selected October 3rd 2022.I know Topps knows the difference between September and October and they neglected me as a customer sending a September winner. October winning card would be much lower serial numbered than September was and Topps probably didnt want to make a 1/1 on this card although they want you to buy their product and support their contests etc.. It is a shame such a big company can not follow their own rules in regards to the event. I am writing on here because I know I will not receive an email back from them as everyone else seems to complain about.
Business Response
Date: 01/06/2023
Hello.

*** regular season ends in September. Due to changes with the *** schedule this past season, some games played in early October which would have been played in September. These games and winning HRC entries were treated as part of the September program.

No cards have been or will be issued for October 2022 HRC.

The proper card was sent to the customer.

HRC Rules

Thank you,
Customer Answer
Date: 01/06/2023
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:11/09/2022
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 have two outstanding autograph redemptions with Topps that they have failed to honor or provide a substitute for. It has been almost a year and would like the redemption substitutes I requested.
Business Response
Date: 11/25/2022
Hello,
The customer requested an online substitution for two redemptions in his account. He was informed, we would reverse his request for both redemption cards and advised as follow.
(2021 Archive Snapshot Base Card Autograph Parallel ***********************) This redemption was shipped, and tracking shows delivered. Please see lick below.

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

(2021 All-Star Rookie Cup Autograph Variation Holofractor Parallel ***********************) This card is not complete. Topps reserves the right in its discretion to deny a substitution request at any time based on the status of the redemption. This includes substitution requests made through the consumers redemption account on *********, which may be reversed.
For more information about the redemption program, please use the link below:

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

Thank you
Customer Answer
Date: 12/02/2022
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 wasnt given a timeframe in which I will receive the card I paid for months ago. This isnt acceptable

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

Sincerely,

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

Business Response
Date: 12/18/2022
Hello,
We do not have an ETA at this time when the redemption card will be complete, (2021 All-Star Rookie Cup Autograph Variation Holofractor Parallel ***********************). We are working to ship them as soon as they are available, in the order they were redeemed. The customer agreed to ********************** Redemption policy and terms & condition by redeem the redemption card.
For more information about the redemption program, please use the link below:

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

Thank you
Initial Complaint
Date:11/07/2022
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 a product in September and the product has yet to ship. They contacted me when the order was suppose to have shipped, stating that they will hoping ship it out in December. I asked to cancel and they refuse.
Business Response
Date: 11/21/2022
Hello,

We are and All Sales are final website. This information is on the product page and on our website as well.

The customer placed his order on 9/5/2022 for a 2022 Topps x ********************* - Call of the Captain ******** Estimated shipping dates on the product page 10/28 11/04.
However, Topps sent a delay shipping notices to all customers on 11/03/2022. We anticipate this product will begin shipping mid-December.
The customer will receive shipping notification once his order is shipped. We apologize for any inconvenience that this may have caused.

Thank you
Customer Answer
Date: 11/22/2022
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 yet to receive the product or a refund. Having all sales are final doesnt give a company the right to take your money and not provide a product for it. They had two months, now longer, to fulfill their obligation. They have a timeframe of mid-December; but had a timeframe of early November; after two months of waiting. Youre selling a pack of cards not a new car. It shouldnt take more than the previous timeframe to fulfill the order. I will never buy from them again. And would advise that no one does. Please look at the reviews for Topps. Their customer service is horrible. Once again, I would like a refund at this point.
In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 03/23/2023
Hello *******,

Thank you for your response.

Once the error was brought to our attention, The Topps Team immediately sent an email to all Topps customers that purchased the 2022 Topps x ********************* - Call of the Captain.

The card back was printed in error, and the front of the card is correct as an unsigned card. Were sorry to here you received three of these error cards. Unfortunately we are unable to issue a refund. The following is noted on the product description page. All sales are final. Art subject to change. Not responsible for typographical/printer errors. Again, we apologize for the oversight and confusion this may have caused.
We will consider complaint ID# ********, closed based on the information stated on the product page on ********* website. Which we provided above to the customer.

Thank you.

Topps Consumer Relations.
Customer Answer
Date: 04/03/2023
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:

All sales are final. All sales are final. All sales are final. Saying it doesnt give you the right to continuously to mess up orders and delay orders. Seriously, I will never buy a Topps/Fanatics product again. I would suggest all fans to stay away from such a poor ran company. The standards for your customer service and products are substandard.

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

Sincerely,

*************************
Initial Complaint
Date:10/31/2022
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 was awaiting a package that contained an item with a value of around $2,000 inside of it. I have written a few emails and voiced a major concern of mine in social media and speaking out on an error that was made by this company that cost me and many other consumers a lot of money, time and disappointment. Because I have contacted them multiple time with no resolution I emailed a few members of there corporate team. The next day when my package was supposed to arrive I checked the shipping and it said that it had a delay. I contacted ***** and they informed me that the shipper Topps called and canceled my package.
Business Response
Date: 11/08/2022
Hello,
The customers package was shipped and was returned by ***** Unable to deliver shipment - Returning to shipper.
*************************************************************************************

We reshipped the customer package on 11/3/2022 via ***** Tracking # ************ and it was delivered on 11/7/2022.
*************************************************************************************

Thank you
Initial Complaint
Date:10/21/2022
Type:Delivery 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.
This complaint is regarding order number US-********* with the company topps.com. I placed an order on 09/08/2022 for 3 individual items. I had received 2 of the 3 items purchased on this order but have not received the third. The item in question are 2 boxes of Topps Fire cards in which I paid in full (and was charged in full) in the amount of $169.98 plus tax.I have contacted the company 4 times because they refuse to update me on this order. The last contact I sent I requested to cancel the order and do a refund in full.They refuse to do a refund and refuse to update me on the status of my product. I know the product has been released. This is very poor customer service and I shouldn't need to reach out 4 times about an outstanding order.
Business Response
Date: 11/04/2022
Hello,

We have cancelled the items and the customer has been properly refunded for the two boxes of Topps Fire Baseball Hobby.
We apologize for any inconvenience this may have cause.

Thank you
Customer Answer
Date: 11/23/2022
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:10/21/2022
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 have been waiting for this shipment since March 2022. They tell me it's processing. They won't ship or give a refund. # ***************-1. I have been waiting for this shipment of an Autograph card. They shipped to the wrong address even though i changed my address months earlier. Before shipping this, I have recieved other shipments at my new address.**********. I have been waiting for this since last Thanksgiving. They finally shipped it, but to the wrong address. I changed my address with them months before shipment.Before shipping this, i recieved other shipments at my new address *********** I have been waiting at least 6 months for this redemption. These cards are worth hundreds of dollars combined. ************. I paid $100 next day shipping on this order. It didn't arrive next day. First they told me that they would file a claim. Then after 10 months they tell me i won't get a refund.I would like delivery or a refund.
Business Response
Date: 11/04/2022
Hello,
Orders are shipped based on the shipping timeframe stated on the product page on *********. All shipping method selected take affect once the order is shipped. This information is stated on ********* see link below.
****************************************************************

Any address update must be done properly via ********* and orders are shipped to the address on the order once they are process.

Order #************ was shipped to address on the order. We placed a replacement order as a courtesy on 8/30 to ship to the customers new address. This order shipped

10/31/22 tracking #******************************.This was delivered 11/3/22. See link below.

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

Order #************ was placed 11/17/2021 and shipped 11/23/2021 based on shipping method to the address on the order at the time. Tracking number shows the order was delivered on 11/26/2021. See link below.
***************************************************************************************************************************

Order #************ from 2021 the customer reached out on 10/10/22, we apologize he did not receive the auto due with the twenty-card set for 2021 582 ********** Club Set #5. The replacement order ***************-1 was placed on 10/10/22, due to this order being from 2021 we are waiting for the reprint and auto to ship. Once this ship customer will receive shipping notification.

As for the redemption card (**********) this was shipped to the address on the customer redemption account at the time of the shipment. The customer is responsible for maintaining his account information properly updated. As a courtesy we will process a random replacement of equal current market value to send to the customer. Once this is shipped he will receive shipping notification along with tracking information.

Thank you
Initial Complaint
Date:09/23/2022
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.
Part of order ************ was supposed to ship by 9/16/22, and still has not shipped. I called to request cancellation of the late portion of the order, and was refused. Per the **** "If you can't ship within the promised time (or within 30 days if you made no promise), you must notify the customer of the delay, provide a revised shipment date and explain his right to cancel and get a full and prompt refund."Please refund the portion of the order that is late. If possible, cancel the whole order.
Customer Answer
Date: 10/18/2022
Better Business Bureau:

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

Sincerely,

***********************
Business Response
Date: 11/25/2022
Hello,

The customer contacted ********************** to request cancelation on one of the items on his order he was informed request could not be honored. We are and All Sales are final website. This information is on the product page and on our website as well.

The pending item on the customer order #***************************************** x ********************* - Call of the Captain) ********* shipping dates on the product page 10/28 11/04.
Topps sent a delay shipping notices to all customers on 11/03/2022. We anticipate this product will begin shipping mid-December.
The customer will receive shipping notification once his order is shipped. We apologize for any inconvenience that this may have caused.

Thank you
Customer Answer
Date: 12/06/2022
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:

Federal law trumps company policy. Doesn't matter if your policy says no refund/exchange/return, the law states that if an item can't ship by the date promised, the option of a refund must be offered.

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

Sincerely,

***********************
Initial Complaint
Date:09/12/2022
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.
In December of 2021 I mailed a card back with severe damages, along with the required documentation. I had spoken to a CS rep and was instructed to send in a damage claim. My son had opened a box and his "hit" of an autograph was torn down the back. The item had tracking and went back to Topps before Christmas of 2021. I have reached out numerous times since, to which they continue to move the goal-posts and can provide zero information. Keep in mind they do not track these returns at all, they just pile them up until they get to them with no clarity for the customers. When I first called they told me 4-6 months, which I said OK and waited. Then they said up to 8 months, which I thought was crazy but said OK. Now we are past 9 months and they make no effort to assist paying customers. I simply want a replacement to give my son who opened a product and was essentially ripped off.
Business Response
Date: 10/06/2022
Hello,

Unfortunately, we are experiencing delays processing damaged/missing hit claims.
We are currently trying to process all claims as quickly as possible within the 68-month time frame provided. We're sorry some are taking a little longer to process. We have reached out to our fulfillment center for a status update on this inquiry.We will follow up with an update soon.

We apologize for this long process and any inconvenience this may have cause. Attach please find a copy of our claim.

Thank you,
Initial Complaint
Date:09/07/2022
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 sent in a redemption for a sports card. The sports card was supposed to be signed by a player. I did not receive the sports card back. I have inquired with the company, but I have not received a response from them.The tracking number for the package the card was sent is: **** **** **** **** **** **. it was shipped via US ***************
Business Response
Date: 09/07/2022
Hello,
Were sorry the customer has not receive a resolution regarding their inquiry.
The tracking number the customer provided is no longer valid. Has no tracking details. ****.com - **** Tracking Results
We are unable to locate a redemption account for this customer using the name and email they reached out under. (***************************** - ******************)

The customer should provide the following information.

1- Date mail was send
2- Address, attn and department it was send to
3- Proof of delivery
4- Image of the back of the card (This should be send to ***********************************

Once the above information is provided we will take the necessary steps to try an locate any mail send.

Topps redemption cards are valid for two to three years depending on specific product release. Any redemption request must be submitted prior to the expiration date to be honored. We physically require the redemption card in order to redeem the card for the customer.
Thank you
Customer Answer
Date: 09/12/2022

Good Day. Here is the information requested:
1- Date mail was sent - 09/24/2021
2- Address, attn and department it was send to - Topps Redemption Cards, ****************************************************************************** *****.
3- Proof of delivery - Please see attached.
4- Image of the back of the card (This should be send to **********************************). I did not take a picture of the back of the card.

Thank you
*****************************

Business Response
Date: 09/26/2022
Hello,
The tracking number provided by the consumer can no longer be track, as it is passed 3 months. There is no Topps redemption account created by the consumer. The consumer is only able to provide an image of the front of the card. The pin code is located on the back of the card.

If Topps is not able to redeem the code the redemption card is void. (This information is provided on ********* website)

The following information is printed on the back of Topps redemption card:
TOPPS and its licensors are note responsible for loses, or damages relating to this promotion or late, illegible, postage due or misdirected mail.

If the redemption card is receive by our fulfillment department it will be process accordingly.
We have reached out to our fulfillment center to confirm if they have any record of receive any mail from this consumer.
Thank you
Initial Complaint
Date:08/23/2022
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 an item May 26 for $202 from topps company they have yet to send me my item they cannot locate the item and they will not refund me my money or cancel my purchase - they are also blaming the item not being delivered by ***** and will not help
Business Response
Date: 08/25/2022
Hello,
The customers order #************ was shipped and shipping notification with tracker was sent to the customer. The tracking details show the package was delivered on 6/15/22 (************************************************************************************************************************* ). We placed a claim with ***** as customer stated he did not receive the package. ***** denied the claim due to package being delivered. As a onetime courtesy we have applied a store credit to the customers topps.com account in the amount of $195.20. For the merchandise plus tax. We will email him a 10% discount code to replace the 10% discount used on the order. The store credit does not expire and can be used on his next topps.com purchase.

Thank you

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