Complaints

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

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  TCGplayer

  440 S Warren St Syracuse, NY 13202-2634

• 

  TCGplayer

  5460 E. Taft Road, #3267 Syracuse, NY 13220

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  TCGplayer

  Syracuse, NY 13220

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:07/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 12, I pre-ordered an item "***** ******* **** ******* *******" for $160 + tax at a total of $171.83 on the platform tcgplayer.com. Tcgplayer.com is a subsidiary of ebay and allows shops like *** ****** ****** to sell through them.
  
  On June 17, I received the item in bubble mailer packaging. This was insufficient to protect it and it arrived damaged. I initiated a complaint about the damaged items and received a response from a rep from *** ****** ****** that I had two choices. Return for a replacement, or return for a refund. I opted to return for a replacement as the price of the item had gone up significantly since I pre-ordered.
  
  On June 19 they sent me a return mailer to use.
  
  On June 24, after confirming to them that the package had been shipped they responded that they did not actually have a replacement and would just refund me. When I complained they offered to just. ship back the damaged package.
  
  On June 26, I sent a message that I would be ok with a damaged product if they agreed to some form of partial refund that could be negotiated.
  
  On June 27, they rescinded their offer to ship it back and said they'd just refund.
  
  On June 28, they claimed there is a discrepancy in the the returned item and they would escalate to the platform tcgplayer.com I have not heard back from them since.

  Business Response

  Date: 07/20/2025

  Hello, TCGplayer has stepped in to provide the buyer with a full refund for order#*********************. Unfortunately as the order was placed with our marketplace we are unable to provide a replacement for the product in question. The seller is being notified and action is being taken by our management team. We do sincerely apologize for the negative experience and advise the buyer leave any additional feedback they have on the order details page. Best Team TCGplayer

  Customer Answer

  Date: 07/20/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. My complaint was primarily at the business that sold through TCGplayer, not TCGplayer itself. If possible, however, I would like an update on how this particular seller is handled through management as it seems like this is not the first complaint levied against them and I'm skeptical that anything will be done to prevent issues like mine in the future. 
  
  Regards, 
  
  ****** *****

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 $99.62 worth of products on 5/2/25 via TCGPlayer for in-store pickup. When I arrived, the seller didn't have all the items and claimed he issued a partial refund of $39.07. However, no refund was reflected on my ****** account, the Pay in 4 plan I used, or the card tied to the transaction. I also never received the typical refund notification from TCGPlayer.
  
  Three weeks later, I followed up. The seller shared an email from TCGPlayer support claiming the refund had been processed, but I still saw no refund anywhere. I opened a support ticket with TCGPlayer on 6/2 and received no response. The ticket was closed with no explanation or resolution.
  
  When I attempted to open a billing dispute through ******, TCGPlayer locked my account, cutting off access to storefronts of local businesses I regularly support. I opened another ticket about the account lock, but again received no reply, over 2.5 weeks later, that issue remains unresolved too.
  
  Despite repeated attempts, I have not received any documentation from the seller or TCGPlayer showing that a refund was actually issued. There’s no record of it in ******, TCGPlayer, or on my ****. I’ve provided detailed proof of this, yet TCGPlayer continues to ignore all communication.
  
  This is not just a billing issue; it's a systemic customer service failure and an example of a platform enabling fraudulent seller behavior by refusing to investigate or support its users.

  Business Response

  Date: 07/09/2025

  TCGplayer does not specifically offer any financing options. When a customer chooses to utilize ******'s Pay-in-4 option, TCGplayer receives the full payment for the order from ****** at time of purchase. The Buyer then works with ****** to pay in the necessary installments, per their agreement with ******. Any refunds would also be issued through ****** specifically. Since credit financing and promotions are done through ******, you will need to work with them directly if you experience any issues with their service. We advise for further assistance to review the information available via ******'s help center, where you can also contact their Support team. Please note that as a safeguard against compromised accounts you will be unable to make further orders until this issue is resolved. You will need to drop the chargeback in order to reach a resolution on this order, or make any future purchases.  

  Customer Answer

  Date: 07/09/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   The issue is not with my ****** payment plan, as all of the installments have been paid off. The problem is that you're allowing a seller to not properly refund my money for cards he didn't have in-stock after I purchased them and not answering my ticket to help me resolve this matter. I attempted to go through ******'s Resolution Center and everything on my end and ******'s end has been paid and issued correctly.  
  
  Regards, 
  
  ******* *****

• Initial Complaint

  Date:07/02/2025

  Type:Billing 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.

  TCG Player owes me $599.75 for cards I sold as an individual on their marketplace. They canceled two payments to my account.
  
  $660.06 + 339.74 (two missed payments) = 999.80
  - $400.05 (for a return)
  = $599.75 still owed to me by the business

  Business Response

  Date: 07/07/2025

  Hello, The seller was terminated from our platform due to a community guidelines violation. However the payments they are referring to are not apart of that incident. TCGplayer has re-processed the payments and provided the seller the transfer information. If the payments do not arrive within 3-5 business days they should contact their bank and give them the information we provided. Team TCGplayer

• Initial Complaint

  Date:06/30/2025

  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 $66.38 worth of store credit on this webstore. TCGplayer bought out a competitor and the competitors store credit was brought over to TCGplayer. My issue is that TCGplayer is not providing services to Australia (but is providing services to our neighbouring countries), and I am being disallowed the credit to my account. In essence, my money has been "kidnapped" by this company's buyout of another company. They will not release the funds, and haven't attempted provide another workable solution. My money has been stolen :(

  Business Response

  Date: 06/30/2025

  Hello At this time TCGplayer is not able to provide services to Australia. We continue to review this policy and monitor feedback. Your patience is super appreciated and should this policy change we will happily update everyone via email and our social media. We look forward to opening services to Australia once again in the future. Best Team TCGplayer

  Customer Answer

  Date: 07/01/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  Unfortunately, taking no action does not solve my dispute. Promises of delivering to my country at an indetirminite point in the future are non-accountable and vague. I seek a final and permenent resolution: please release the funds being held by your company. 
  
  Regards,
  
  ***** *******

  Business Response

  Date: 07/01/2025

  Hello, Thank you for following up. We apologize for any inconvenience, however we are unable to transfer any amount of store credit a bank account. Store credit is non-transferrable.  *********************************************************************** Limitation of Liability TCGplayer and all information, content, materials, products and services (including TCGplayer Direct) are provided on an “as is” and “as available” basis unless otherwise specified in writing. TCGplayer makes no representations or warranties of any kind, expressed or implied, as to the performance or operation of TCGplayer services or the information, content, materials or products made available to you by using the site. You expressly agree that your use of TCGplayer is at your sole risk. To the maximum extent allowed by relevant and applicable law, TCGplayer disclaims all warranties. Specifically, TCGplayer does not warrant that the TCGplayer services, apps, servers or electronic communications are free of viruses or other harmful components. Furthermore, TCGplayer will not be liable for any damages or loss caused by the use of TCGplayer or from its information, content, materials or products. Best, Stephanie Team TCGplayer

  Customer Answer

  Date: 07/03/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  I can see your policy, however, my credit was originally with ******* ********, of who I did business in the past. I have not had a business interaction with TCGPlayer. I am unable to make purchases on TCGPlayer, so it makes sense that my money is released so we can go separate ways.  Otherwise, it sounds like you're saying you can buy up businesses and decline to service customers, with the expectation you can keep all the accumulated store credit, which sounds wrong to me.  
  Regards, 
  
  ***** *******

• Initial Complaint

  Date:06/29/2025

  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.

  Dear TCG:
  
  I am filing this complaint regarding a purchase made through the TCG Marketplace on May 3, 2025, from the seller ****** ****. The order number is *********************, totaling $37.57, which included the purchase of one ******* **** *** ********** card described as "******* ********* ********."
  
  Upon receipt, the card arrived water damaged, and I promptly initiated a return by contacting the seller on May 12, 2025—well within the 30-day return window. The seller responded and provided a return envelope, which I used immediately to mail the card back. The seller acknowledged he would issue a refund upon receiving the returned item.
  
  However, after that exchange, I never heard from the seller again. Weeks passed without a refund or any communication. I followed up by contacting TCG Customer Service, only to be told—incorrectly—that I had not contacted the seller within 30 days. This is demonstrably false, as I contacted the seller 9 days after the order was placed, and I have email records confirming this.
  
  At this point, I have held up my end of the return process. The seller received the item back but has failed to refund me as promised. The platform has failed to enforce its buyer protections and is providing inaccurate information about the timeline.
  
  I am simply requesting a full refund of $37.57 for the item that was returned in good faith.
  
  Please let me know how to proceed. I am also willing to provide screenshots and communications supporting the timeline above.

  Business Response

  Date: 06/30/2025

  Hello,  TCGplayer has reviewed the case made as apart of Marketplace order#*********************. Upon further investigation we do see that the claim was made in accordance to our guidelines. Since then a refund has been issued but if the buyer has any additional questions or concerns we advise they reach back out to our team. Best Team TCGplayer

• Initial Complaint

  Date:06/22/2025

  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.

  Due to dyscalculia, I reversed the input of the "price" and "quantity" inputs for a single card to be sold. The expected outcome was to list 1 card for $50. The accidental outcome was that 50 "cards" were listed for $1. Fortunately, 1 purchaser notified me that they understood an error had likely been made. Based on this single customer's good faith, I sent them the card (the only card in my inventory) for the accidently advertised price of a $1, and IMMEDIATELY (within minutes) issued a refund for the other cards that had been ordered by others. The refunds contained a message explaining the reason for the refund.
  
  I have since requested two disputes for negative feedback, one involving defamation, and one involving misuse of the feedback system. Both were met with the same boilerplate template, non-response to either specific issue. Note the contrasts in tone and content via attached emails.
  
  Consumer Protection Issues:
  
  1) TCGPlayer does not have any mechanism for responding to negative or DEFAMATORY/DISCRIMINATORY statements posted as "feedback." This is despite being owned by Ebay, which has included such a mechanism for years. **************************************************************************************************** 
  2) TCGPlayer treats all grievances against customers exactly the same; dismissively, and with a default implication of fault by the seller. At the bottom of email responses to grievances is the line "If you can commit to reaching out to the buyer **in advance** and giving the buyer the ability and time to respond before canceling the order we can remove this for your store as a one time courtesy. "
  -This line is included REGARDLESS of the facts of a case, e.g. whether I had actually contacted purchasers.
  -The "one time courtesy" removal "offered" implies that future concerns--regardless of legitimacy--will be dismissed entirely. This language does not appear anywhere in TCGPlayer policy *************************** 

  Business Response

  Date: 06/23/2025

  Hello, TCGplayer recognizes the concern and at this stage we are reaching out to the seller to work with them further. We advise they reply back to the message from our management team to discuss options and work to find a suitable resolution. If they have additional questions they should include them in that reply. Best, Team TCGplayer

  Customer Answer

  Date: 06/28/2025

  Response to business provided same day requested (Monday, Jun 23) Business requested that I "confirm all the order numbers associated with the concern" and I provided all such information (see attached response). Have not received reply at this time. 

  Business Response

  Date: 07/01/2025

  Hello, At this stage a member of our leadership team has reached out to the seller to assist with the concerns raised. If they have additional information that needs to be addressed it is advised they reply back to us and we'll work with them further. Best Team TCGplayer

• Initial Complaint

  Date:06/08/2025

  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.

  TCGplayer brokers the sale of trading cards and offers their own services as well. I recently ordered dozens of cards. The issue I have is with the cards ordered from TCGplayer Direct. This is buying form TCGplayer directly where they sell cards for generally more money, but promise the orders have more grantees as well as being the only option where the buyer has the ability to expedite shipping. On two of my orders *********** and ***********, I chose to purchase my cards from TCGplayer direct solely to have the orders expedited. I would not have considered spending the extra money on the cards themselves were it not the only way to spend the extra money for the expedited shipping. To be clear, shipping aside, the cards themselves were more expensive than the cards I would have purchased from other sellers, which I only purchased for so I could get the cards sooner, to the tune of $30+ over the two orders (cards of varying condition or printing can be purchased from any number of sellers, but to expedite shipping one would need to purchase whatever printing, set, condition, etc. that TCGplayer Direct had, causing order costs to rise sharply in many instances, including these two).
  TCGplayer created shipping labels for both of these orders very quickly with the intent to make it appear as though the order was being shipped quickly. The package then sat for almost a week on both orders without being sent. Neither package was even shipped by the time both were supposed to have arrived with the expedited shipping. It is a pattern of deceptive practices. I attempted to resolve the situation amicably with their customer service, but customer service offered no help aside from refunding the shipping costs itself. No offer was made of the $30+ extra spent indoor to be able to get them shipping quickly.

  Business Response

  Date: 06/11/2025

  Hello, Due to the items not arriving by the estimated delivery date shipping costs were refunded to the buyer for both provided orders. If they have additional concerns or do not receive their refunds with 3-5 business days following June 9th, 2025, they should contact TCGplayer for further assistance. From there we can work with them to resolve the matter. Team TCGplayer 

  Customer Answer

  Date: 06/11/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  I have tried to resolve this with the bussiness over dozens of correspondences (specifically with a customer service rep called Hailey) and they still dont recognize the issue or their error. The shipping cost is only part of the problem. I will articulate the issue for them again: in order to have the option to pay for expedited shipping, one must purchase their cards through TCGPlayer Direct at a mark up. I, nor would anyone, ever buy from TCGPlayer Direct when the same cards, I the same condition, can be purchased from different sellers for substantially cheaper on the TCGPlayer website. Mark ups on each card add uo quickly when purchasing dozens of cards. Having a need to get the cards quickly, I purchased the bulk of my cards in these orders from TCGPlayer Direct, paying about $30+ in mark up that I would never have paid if it were not for the need to get the cards quickly. So, it is not only the matter of the shipping being refunded, it is the even costlier amount that I paid for the cards. $20 has been refunded from the shipping. I want the other $30. My cart was $50 more than the optimized cart (where cards are purchased from ither sells at the same printing, condition, etc, for a better price). I have been refunded $20 of the $50.  I would rather a mark stand against TCGPlayer than accept anything less than the remaining $30. 
  
  Regards, 
  
  ****** *******

  Business Response

  Date: 06/12/2025

  Due to the items not arriving by the estimated delivery date, the shipping costs for both provided orders have been fully refunded to the buyer. We do not issue any additional refunds or discounts for late orders. If the customer no longer wishes to keep the two TCGplayer Direct orders, and would like to return the cards for a full refund, they can work with our customer service team for next steps. 

  Customer Answer

  Date: 06/12/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  
  I'm not jumping through more hoops for this company. I would like the complaint to stand. 
  
  Regards,
   
  ****** *******

• Initial Complaint

  Date:06/05/2025

  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.

  (To make a long story short)
  
  We have endless proof of what they did wrong & now how they are ignoring us time after time so their 30 day time frame comes up & they don’t have to either pay us out or give us the product. They’ll take it into their inventory
  
  First off we had sold a Near Mint ****** ******* ex to a customer on tcg player.
  For any & all orders over $75 we take videos of its condition, authenticity, how well it's packaged & it being shipped to have security on our end
  
  Card is delivered, Days later buyer messages he received a (Hp) version. Impossible since we only had a Nm in stock of said card. We explain to the buyer along with explaining we have video proof of what they received. After that it's over for Us & buyer.
  
  Two week's pass we get a email from TCG player that they refunded the buyer (without proof or contacting us first like policy states) We tell them we have video proof, they completely ignore us saying so multiple times also explaining this is a situation where the buyer is abusing the refund system & swapped our card for a worse condition one.
  
  We continue to say our point & offer all proof we have, nothing is said to us other then "only thing we need is a return address & you to confirm we can charge a upcoming payment the shipping fee"
  
  We ask for a supervisor, they contact us with the same script. So we try to say our piece to them. IGNORED!
  
  So now for the past 7-8 days we said screw it we won't argue with them, we'll accept the charge to get whatever they have for us back & we'll deal with the rest legally afterwards.
  
  Now as you can see from our screen shot attached we've been ignored again for another 7-8 days trying to recover our card. They give you a 30 day time frame to let them know you want it or they keep it in their inventory.
  
  Pretty much ignoring us until the 30 days come up so they can pocket the card.
  
  We can go way more into detail & provide all proof to the BBB if needed.

  Business Response

  Date: 06/05/2025

  Our team is currently working with the user in this situation. We have stated what our process is and will be continuing to work with this user moving forward. We recommend that the user reaches out to us directly moving forward so we can continue working with them towards the resolution. 

  Customer Answer

  Date: 06/06/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. Throughout this 17 day headache with tcg player they have shown the upmost unprofessional & disrespectful service I’ve dealt with when it comes to these type of businesses/platforms. We aren’t the only ones there’s hundreds whom had issues but haven’t spoke up other then on social media. They have stonewalled us for over 7-8 days at a time, we’ve only now received a response from them June 5th 2025 after the BBB contacted them. If it wasn’t for our effort getting the BBB involved we’d continue to be ignored. We’ve told them multiple times we have what is needed to solve the issue & never was once asked to show it. To sum up more of the story that didn’t fit into our initial message to you the BBB, They had refunded a customer without speaking to us prior. Their platform states if Seller & buyer can’t come to agreement they’ll step in for both parties. They did not once contact us in any way prior to refunding said buyer, we were contacted that they already had processed the refund & for us to provide info to receive the product back. As their platform says they should have seen our messages with the seller & had seen we stated we had video proof that they received what was stated in stated condition. Which we explained that the product was swapped out for a worse condition version of the product we had sent to the buyer. If we provide said proof they’ll be out of the payment again since they already have provided the refund to the buyer.  They reach back out June 5th 2025 stating they had processed the shipment of the product back to us without us even confirming. We had asked them multiple times how much it’ll be to ship it to us so there’s no unexpecting charges since tracked shipping only costs $4-$6 at most. Now they want us to wait until it comes in the mail, we’ll check the condition (We’re excepting near mint) since that’s what we sent & then reach out to them to tell them so we can provide the proof that we have been trying to provide for the past 17 days.  Them ignoring us multiple times for long stretches of time makes us very afraid that they are going to continue to do so once the product is delivered & we file the complaint. We do not want to close this case & settle anything until it is delivered so we have even more proof that our product was swapped out for a worse condition version & they processed a faulty refund owing us our payment they took from our past payments. 
  Regards, 
  
  ****** ******

  Business Response

  Date: 06/08/2025

  TCGplayer has provided the seller with information regarding our refund and return policy, outlined in our Marketplace Seller Agreement and TCGplayer Safeguards. The items in question are on their way back to the seller and we have provided return tracking information. If the returned items have any concerns or issues we have advised that the seller contact us and we'll work with them further. Best, Team TCGplayer

  Customer Answer

  Date: 06/14/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.    We received the card back from tcg player that the customer provided them. Come to find out it is not the same card that was sent out to the customer whom originally purchased it. We sent out a Near Mint version & received a terribly conditioned moderately played version with scratches & bends that our did not have which our Listed photos show, along with other photos we have of it & a video of the same card being shown for conditioning proof, sufficient packaging & the order being shipped out. prior to us receiving this moderately played version tcg player told us once it comes in & is to be found not in the same condition to reach out & we’ll be able to provided said proof. We do so once it comes in, come to find out it’s not. Has scratches & bends that ours didn’t (ours only had a couple white marks which falls under tcg players “near mint” standards) Tcg player completely skips that part & is now offering us 10% credit or $34.99 to a future pay out for a $350.00 order & a payout of $308. They are claiming said card was already sent out in “Lp” conditioning which if they would look at the listed photos & compare with the card the customer sent them. They would see that is incorrect by just the blatant scratches on the face of the card alone.  They are trying to use our products description as an excuse for it, because we put “Nm-/Lp++” in the description. We do so because we have had many uneducated customers thinking “Near Mint” is equivalent to “Mint” which it is not. Tcg player doesn’t even have Mint as an option. So to skip the hassle of customers trying to cherry pick based off of opinion & not the platforms standards we add this into our descriptions for older cards so they can choose if they would like to buy it based off of the provided description & photos that clearly show it still falls under the “Near mint standards”  We do not feel that it is fair to try to offer us only 10% of what they took away from us & then let a buyer swap out our Near Mint card for a moderately played. Also if tcg player claims we had sent out a “Lightly played” card why did they send us back a “moderately played” version with multiple deep scratches, bend in the corner & heavy whitening? That goes to show right there the card was swapped out whether it was Nm or Lp we didn’t receive neither back. A Mp version of **** ***** ******* ** are last selling for $130 & $160 meaning we are now loosing a value of $220-$370. We are loosing the initial $190-$220 since when we sold it, we sold it for $350 for a Near Mint version & are now selling for $400-$500 in the past 3 weeks on tcg player. We no Longer have a near mint copy since they sent us a Moderately played & possibly loosing out on a $400-$500 sale. we would at least like to be reimbursed the difference in the conditions. Since we received back a Moderately played version the difference would be about $220 but are willing to accept on the lower end of the recent sales date at $190.00 & the moderately played version that was sent to us. Again they hav not once asked to see our proof or let us provide it even though some of it is on there platform/the orders listing.  (We are going to be adding Files tomorrow afternoon of tcg players offer & most recent sales data that was stated above) 
  Regards, 
  
  ****** ******

  Customer Answer

  Date: 06/19/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  Here are the photos of the card sent out & the card received back from TCG player that was requested. We compressed each of them into one zip file for you, we also can provide some new screenshots of TCG player stonewall/ignoring us once again for another week plus even thought they were the one’s whom told us to reach out once the card they sent back to us was received. After they offered their disrespectful offer, were sent them a response via email & have been ignored since. 
  
  Regards, 
  
  ****** ******

  Business Response

  Date: 06/20/2025

  This seller has been fully advised of our refund and return policy. We have no indication that this customer swapped this card out for a different item, despite the seller's refusal to handle the customer's condition issue. Sellers are responsible for delivering the correct item, in the correct condition. Any potential damage or condition changes while the card is in transit is the responsibility of the seller.  Please be advised as per the Marketplace Seller Agreement that governs all seller accounts: You agree to release TCGplayer from claims, demands and damages related to transaction disputes with buyers. If a dispute arises, buyers and sellers are expected to work with each other on a resolution. At times, TCGplayer Customer Service may assist with disputes between buyers and sellers on our platform.  While providing such assistance, TCGplayer Customer Service may apply full or partial refunds to resolve disagreements; any and all refunds are at the discretion of the Customer Service Team.  Please be advised that we do not provide any additional compensation when disputes between sellers and buyers arise. However, despite our team being required to fully resolve this matter on the buyer's behalf, the seller has been issued a 10% credit on this return as a courtesy for the alleged change in condition on this item. We will not be issuing any additional credits for this case.  

  Customer Answer

  Date: 06/21/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  
  Tcg player claims they have no reason to believe the customer didn’t swap our card but continues to hide from our proof. They have stated we would be allow it to be shown but stone wall us everytime it comes up. They know once it is shown especially the video we have it’ll show it’s not in the same condition as the one that was sent back to us. also Tcg players wants to claim they gave us 10% or $34.99 but never did. We never accepted it, we proceeded to go through the bbb. They still til this day are ignoring us even though we literally asked them a question to do with the 10% credit. We will now compress most of the emails between us & tcg player to show further proof on how they stone wall there sellers to hide from the proof that is there & not to assist us. We will provide these in a compressed zip on the next response for BBB. We are also not the only ones whom have had these issues, if needed or wanted by the bbb we can provide plenty of past claims from our sellers about how tcg player treats their sellers terribly & only care about their commissions they make off of the sellers. Tcg player claims there’s “support & security” for their sellers but where’s the security now? is Their definition of “security” to completely disrespect the ones whom make them money by ignoring us? We have all proof showing our card sent out wasn’t the one received by TCG player. The biggest telling sign are the scratches on the face of the card, those scratches do not match up with our original photos nor the video. As they stated in the last response they state they will assist on said claims. Where was the assistance? They never reached out prior to hear our side or ask if we have anything to prove differently. They completely ignored the right way of doing it & processed a full refund to a customer without knowing what was received by us to the seller. They refunded them & received the swap card back. again Like we stated within our past responses the card received from TCG player has significant differences on it compared to ours. There’s two scratches on the face of the cards holo foil that ours didn’t have along with a bend in the corner of the card that ours didn’t have. Our’s had minimal whiting falling under Near mint, we know this because this said card was cracked & taken out of a Psa slab that’s stated “Nm-Mt” we can assure you the middle man tag player doesn’t condition cards better then one of the industry’s best grading companies whom condition cards for a living.   we will also make sure to provide our video in the next response for the BBB to have that on file as well & see that everything we are stating can be confirmed by the photos from our last response including the video. We would also like to add that they did indeed add the 10%/ 34.99 credit to our account without our permission. Which we have proof of via email since they completely ignored our last response stating we will not be accepting it for a resolution. The tcg players customers are more then comfortable with scamming the sellers on tcg player because tcg player themselves allow it.  We are gonna state this ahead of time because you guys will most likely see another case open up soon because tcg player is going to do the same thing. We have a similar case we’re a customer ordered a Lp card & now claiming to receive a “damaged” card. They claimed the mail didn’t cause the damage. So it wasn’t through transit. We also only had 1 of these in stock which was Lp condition. It had to much whiting on the corners to be Near mint. You can see in our photos it is indeed Lp. But the customers claims they also have purchased 4 other Lp condition ones along with ours & that ours has creases “all over the back” as the photos listed show there is not 1 single crease. Our best guess is that the customer received a damaged one out of the other 4 they purchased, the seller processed a full no return refund & they kept the damaged card. Now they are trying to swap ours with it & keep our Lp for the damaged card.  wanted to state this ahead of time to show you guys tcg player allows these types of acts/ abuse of the refund system/policy to happen. We even reached out to TCG player first with the photos so they can see it doesn’t match the claims being said. But watch TCG player is going to do the same thing as this case & we’ll be forced to open a brand new case with the BBB.  
  
  Regards, 
  
  ****** ******

  Business Response

  Date: 06/24/2025

  This seller has been fully advised of our refund and return policy. We have no indication that this customer swapped this card out for a different item, despite the seller's refusal to handle the customer's condition issue. Sellers are responsible for delivering the correct item, in the correct condition. Any potential damage or condition changes while the card is in transit is the responsibility of the seller.  Please be advised as per the Marketplace Seller Agreement that governs all seller accounts: You agree to release TCGplayer from claims, demands and damages related to transaction disputes with buyers. If a dispute arises, buyers and sellers are expected to work with each other on a resolution. At times, TCGplayer Customer Service may assist with disputes between buyers and sellers on our platform.  While providing such assistance, TCGplayer Customer Service may apply full or partial refunds to resolve disagreements; any and all refunds are at the discretion of the Customer Service Team.  Please be advised that we do not provide any additional compensation when disputes between sellers and buyers arise. However, despite our team being required to fully resolve this matter on the buyer's behalf, the seller has been issued a 10% credit on this return as a courtesy for the alleged change in condition on this item. We will not be issuing any additional credits for this case.

• Initial Complaint

  Date:06/03/2025

  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.

  On May 21, 2025, I ordered 5 ******* cards from TCGPlayer.com. I use the photographs of the English cards to buy the cards and ensure I click on English card options rather than Japanese (usually the only two options). I received cards with Chinese and Japanese text. Both the seller and TCG Player refused to refund my money. They state it is buyer's remorse. I state their website is misleading and they are selling different products under the English language photographs. They admitted they sell different cards under the photographs of the English Langauge card. I want a refund and offered to send the cards back. See attached email chain with TCGPlayer support.

  Business Response

  Date: 06/03/2025

  Hello, Thanks for reaching out to TCGplayer. I'm sorry to hear that your order wasn't as you expected. Sellers have the option to list products on our marketplace with photos, custom titles, and custom descriptions, which are referred to as Listings with Photos. If a Listing with Photos order you received matches the photos, title, and description shown by the seller on the TCGplayer Marketplace, the seller does not have to accept returns on those products. Listings with Photos are sold “as is” and what is received by the customer must match the listing information. You can view more details about our return policy for Listings with Photos in our Refund and Return Policy. If you have any other questions, concerns or comments on these policies please feel free to let us know. Best, Stephanie Team TCGplayer

  Customer Answer

  Date: 06/05/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   The business has acknowledged that searching under English cards will show non-English cards for sale without directly showing the photo or differentiating the card. Thus, the site is unclear and they should issue me a refund. I will send the product back at their expense. 
  
  Regards,
  
  ********* ****

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 just started selling on TCG. There was a mistake on the account for receiving payments. After trying to resolve the issue I could not so I contacted TCG. They initially told me that I had 2 accounts which I was unaware of, and they stated to request to disable the inactive account. I did not know which account that was. They locked my account and my cards have been purchased and delivered I am unable to log in to address buyer concerns/questions as well as they have not contacted me after multiple attempts to get my account resolved.
  
  I now have sent my cards out and do not have those and TCG is not releasing my funds for my items to me nor allowing me to respond to buyers because my account is locked.

  Business Response

  Date: 05/28/2025

  I was able to look further into this issue and based on trends, information, and activity associated with your account, our fraud system has locked it and we are unfortunately unable to move forward with unlocking it at this time. We apologize for any frustration that this has caused. 

  Customer Answer

  Date: 05/28/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  I understand the response and have heard this response prior from the company.  I have reached out multiple times to have this fraud issue resolved asking what I need to do on my end or provide so as to move forward.  Since the items have been delivered and no longer in my possession and TCG is withholding funds till this is resolved, you can understand my anxiety and  frustration with current events.  
  Regards, 
  
  ****** *******

  Business Response

  Date: 05/29/2025

  This user has been flagged for fraud and their account has been permanently deactivated. Per our Terms of Services, TCGplayer reserves the right to terminate a user’s participation in the Marketplace and other TCGplayer services at any time for any reason at its sole discretion, with or without notice to the user. >TCGplayer reserves the right to terminate a user’s participation in the TCGplayer Marketplace and other TCGplayer services at any time for any reason at its sole discretion, with or without notice to the user. Violation of our Terms of Services may result in a termination by TCGplayer. TCGplayer reserves the right to monitor user accounts to determine if policies or laws are being broken. TCGplayer reserves the right to remove or edit any content supplied by users. Any illegal or fraudulent activity may be reported to law enforcement or other third parties. 

  Customer Answer

  Date: 05/29/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint 
  
  What about my cards and money that is owed?  Are you planning on keeping this and do I need to involve Civil actions?