Complaints

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

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• 

  The Topps Company Inc.

  1 Whitehall St New York, NY 10004-2109

• 

  Topps Redemption Card

  2300 Stafford Ave Scranton, PA 18505-3647

• 

  Topps Co.

  401 York Ave Duryea, PA 18642-2025

• 

  Topps Co.

  401 York Ave. Duryea, PA 18642

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: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
  

• Initial Complaint

  Date:08/22/2022

  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.

  My son recently started collecting baseball cares (9 years old). On Aug 1 he pulled a redemption of "Rookie Autograph Purple Refractor Parallel of *********************". The redemption has an expiration date of 6/30/22 listed on the card. I went to my local card shop for advice in how to proceed...they provided me the Topps customer service number and told me to send it in as they keep those cards on hand for a full year after the expiration date. I called CS and the lady was extremely helpful...confirmed this and told me to take picture of front/back of card, send to address on back with tracking and call back when delivered. I did everything asked above and called into CS after the card was delivered. The gentleman was extremely rude and said "you will get a care package in 6-8 weeks and if i wasn't happy with that, call back and talk to someone else". I was taken back by this response and asked for him to transfer me and he said no and hung up. I was shocked, dismayed and for the first time upset with Topps. I called back in and got to ***...VERY HELPFUL. Told me to send him pictures front/back of card and he would talk to management...he said expired redemptions are fulfilled case by case as exceptions...I did this. Several days later; I got a similar response as above...you will get a care package and not the card. I've gone back to my local card shop twice in the last week and have spoken with individuals who have gotten expired redemptions fulfilled that were much older than mine (i.e. Aug '21 and July '21). Mine was sent in six weeks after expiration date...the card is still available...it has to be. I'm not asking for special treatment; just simply the card my son pulled and same treatment as others are getting for recent exp redemptions. if the card is truly not available (i don't believe this); i'd like something similar sent (i.e. ******************* rookie auto, ***************************** rookie auto).This is a 9 yr old getting into the hobby; help him out.

  Business Response

  Date: 08/30/2022

  Hello,

  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. Once an expired redemption is receive and process a care package is send to the individual.
  
  You may view Topps redemption terms and conditions here.
  
  The customer was informed the card is not available. We do not assess any values to expired redemptions.  We apologize to the customer for any incorrect information provided to him regarding a care package was already sent.   Once his package is receive by our ********************** it will be process accordingly.
  
  
  Thank you

   

  Customer Answer

  Date: 08/31/2022

  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:

  Within your response you state the following: "Topps redemption cards are valid for two to three years depending on specific product release".  This is simply not accurate and one of my main issues with this entire process.   The product in question was released in August of 2020 with the redemption card having an expiration date of 6/30/22.  There was not a full 2 year period to redeem the redemption which is the policy you referenced.  I submitted my redemption within the 2 year period and feel it should be honored.  

  Also within your response you state "a care package was already sent".  This is also not true...nothing has been received and your customer service stated i would get an email when one was sent.  I have not received the care package or an email.  You then state "Once his package is received by our fulfillment department...".  This was received by you on August 13th via **** tracking: **** **** **** **** **** 15.  

  Look; I'm not trying to be difficult at all.  I love Topps...it's the only product I buy when purchasing cards.  If this redemption was a year old or if it was simply for me; I would have sent in the redemption and walked away with a care package.  This is for my son, a 9 year old, just getting into the hobby.  In his words; this is his first "banger".  The monetary piece to the card means nothing to me...it's probably a $100 card...maybe $150.  This is about the experience and there is so much emotion involved in this by him.  You would never see this card hit **** or any other exchange site.  

  If the card is truly gone; I need to understand why others in my local card shop are receiving expired redemptions (much longer than mine), but this particular card is gone (or not being fulfilled).  Nobody can answer that question for me.  Why some are being fulfilled and others are not.  

  Lastly, if the card is truly gone, and I'm not sure i believe that based on what I'm seeing in the local card shops; I just want a substitute of something.  I'm not concerned about the value...again, this is for my son and he just wants a "banger".  I threw out other names in my initial response, but it doesn't have to be that.  Some numbered, parallel, rookie auto of a decent name he would recognize.  There are tons of them.  *******************, *****************************, **********************, ****************************, *********************, ***********************, etc.  

  I sincely hope you honor your policy of the 2 years from product release and also take into consideration everything within the situation.  

  Thank you

  ********;

   

   

   

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

  
  Sincerely,
  
  ***************
  
  
  
  
   
  

  Customer Answer

  Date: 05/03/2023

  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:

  [Your "policy" is fraudulent and creates harm for the customer.  The card I pulled from the box, again a 2019 box, is valued at approximately $400...that may be low.  I am told the redemption/card is "expired" and no longer available.  I can accept that, as again per your policy, the card has expired.  So, what you do instead is send me a card worth less than $5 and from 2017?  How is a card from 2017 still available but not the card i pulled from 2019?  Anyone using common sense can recognize this does not pass the "sniff test".  

  All I've ever asked for is the card I pulled, or something of equal value.  

  Since neither of those seem to be an option; a refund of the product is the next, and maybe only, available option.  I purchased a product that guaranteed an autograph and that was not received.  You can call that fraud, a defective product, use whatever definition you desire.  Either way; I have not received the product purchased.  So, a simple refund is warranted and deserved.  

  What should have been such a simple request has now escalated out of control.  Your process/policy is broken to the harm of your customer. 

  For me to accept your response and close out this complaint, I need one of: 

  1) the card pulled

  2) card of equal value

  3) a refund of the product sold

  I will take any of the three as what has been provided to this point is nothing short of a joke.

   

  ***

   

   

   

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

  
  Sincerely,
  
  ***************
  
  
  
  
   
  

  Business Response

  Date: 05/23/2023

  Dear ************,

  Thank you for your feedback. As we have explained the redemption card you pulled is expired Topps does not honor expired redemptions.This information is on the back of the redemption card and on topps.com website. As a courtesy you received a care package. (two were sent to you and confirmed you only recieved one. The box product also indicates may contained expired rare considering this matter resolved and closed no further action will be taken.
  
  For mor information on our redemption program see below:
  
  Thank you,

  
  Topps Consumer Relations. 
  

• Initial Complaint

  Date:08/03/2022

  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 product from Topps order # US-********* and tracking ***** ******************** states delivered but I never received product.I have checked my security Ring camera and there was no delivery from ***** at the time.I am looking for a refund of ****** the cost of the product that i never received

  Business Response

  Date: 08/04/2022

  Hello,

  The customer placed a claim twice through his credit card (Apple PAY). This was handled and resolved through the claim process, we provided proof of delivery. The customer is not due a refund, both claims were found in favor of Topps. This matter will now be considered resolved and closed.
  
  Thank you

  Customer Answer

  Date: 08/05/2022

  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 never received the product. It did not arrive at my house 

   

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

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Customer Answer

  Date: 08/11/2022

  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 never received the package from the FedEx 

   

   

   

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

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 10/12/2022

  Hello,

   

  We advised the customer is not due a refund. This was handled and resolved via the customers dispute claim through his bank. Topps provided proof of delivery. No further action will be taken, as we considered this matter resolved and closed.

  
  Thank you

• Initial Complaint

  Date:07/18/2022

  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.

  Hi,I bought some baseball cards from ********* based on the description I would be able to buy 20 cards from a particular artist. I purchased the cards because I was told I would get 20 cards and a poster after purchasing all 20 cards. I purchased 8 cards and then ********* told me they were not offering anymore and I can't return the 8 of 20.Please see below ********* description of the product they are selling About the Cards Each artist creates 20 Project70 cards. New cards launch daily on ********* and are only available for 70 hours. Print Runs for every card are posted after the sales window ends.Collect Them All Purchase all 20 cards from any specific artist and receive an exclusive gold-stamped oversized print featuring all 20 cards! *To qualify, all purchases must be made on ********* while logged into the same ********* account. *QUANTITY OF BONUS PRINTS RECEIVED WILL MATCH THE LOWEST QUANTITY ORDERED OF ANY INDIVIDUAL QUALIFYING CARD.Below are the order numbers******************************* ***************************************** ******************************************* ****************************************** ******************************************* ******************************************* ******************************************* ******************************************* *****************1Please see below for e-mail thread with customer service.Hi ******, I researched this and was able to confirm that the cards that you purchased are not returnable and that all sales on the website are final. The failure for Action ******* to create the full *********** the series was out of our control and other artists had similar circumstances. I understand your concerns about misrepresentation, however we cannot allow any returns or refunds on the cards that were sent to you.Best regards,*** **************** Representative email: ********************************** Tel: **************

  Business Response

  Date: 08/01/2022

  Hello,

  We understand you are upset not all artists completed the full quantity of cards.  We are just as upset.  Topps is still honoring the promotion for the poster, if you purchased all of the released cards the artist completed.  
  
  Topps sells collectibles with limited print runs. Due to these limited print runs, all sales on our website are final. This policy is clearly stated on our product pages at the point of purchase. In addition, orders may have other limitations as stated in our Service Terms & Conditions, which customer agreed to by making a purchase on *********.
  

   

  Thank you 

  Customer Answer

  Date: 08/02/2022

  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'm not upset the artists didn't complete anything. I'm upset because you should have informed the customer that this was a possibility, you didn't do that.

  The customer deserves to know what they are buying. I didn't purchase anything from any artists, I purchased from your company. It's your responsibility to be forthright in your product description.

  I shouldn't have to suffer the consequences because something didn't work out with you and an artist. That's insane! Bottom line is I am being forced to pay for something I didn't get. I was scammed.

   

   

   

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

  
  Sincerely,
  
  *************************************
  
  
  
  
   
  

  Business Response

  Date: 08/04/2022

  Hello,

  The customer was aware of what he purchased. The product description is on the product page. The customer does not have an issue with the product he purchased.

  As for the promotion for the poster, Topps is still honoring the promotion.  As long as all of the released cards completed by the artist were purchased.

  We apologize for any inconvenience that this may have caused. 
  
  Topps sells collectibles with limited print runs. Due to these limited print runs, all sales on our website are final. This policy is clearly stated on our product pages at the point of purchase. In addition, orders may have other limitations as stated in our Service Terms & Conditions, which customer agreed to by making a purchase on *********

  Thank you

  Customer Answer

  Date: 08/04/2022

  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]

  Topps is refusing to acknowledge it is their responsibility to be forthright with the customer in the product description. I, the customer was scammed. Please see attached email thread with customer service as it has the details. Please post the email thread as well.

   

  Thanks,

  ******

   

   

   

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

  
  Sincerely,
  
  *************************************