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

• 

  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:11/15/2023

  Type:Billing 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.

  The initial order was placed on September 12, 2023. There was a mistake in the cart and a card was changed. I cancelled the order and wanted a refund. I never got a response from tcgplayer until 30 hours later after it had already shipped. The order was for 118 dollars and the card that was changed made the order 613 dollars. I have been messaging TCGplayer about the order since September 13, 2023. It is now November 15, 2023, and I don't have the product or the money. It was order through TCG Direct so everything goes through them. I just want the refund it's been 2 months.

  Business Response

  Date: 11/16/2023

  Response provided via email and refund issued via ****** for the issue in question.  

  Customer Answer

  Date: 11/16/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  
  Regards, 
  
  ****** *******
  
  
  They refunded 495.57 which is not the full price of the order. They still need to refund 108 dollars. 

  Business Response

  Date: 11/17/2023

  Hello, My name is Brittany and I am one of the Team Leads of the Customer Experience Department here at TCGplayer. A full refund was processed via ****** on November 16, 2023, and may take 2-4 business days to be reflected on your banking statements. Please let us know if you have any further questions or concerns. All the best, Brittany Team TCGplayer

  Customer Answer

  Date: 11/22/2023

  I have reviewed the response made by the business in reference to complaint ID ******** , and find that this resolution is satisfactory to me.  
  
  Regards, 
  
  ****** *******

• Initial Complaint

  Date:11/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fri oct 27 I initiated a return of an item I purchased. The tcgplayer team sent a a mailer to small for the item. I informed them it was too small and asked what to do. Over the past 2 weeks I have sent many messages about it and am very angry about the situation. It goes against what they have advertised on the website with buyer safeguard and is now since oct 27 since any contact was made to me and they are now I assume just ignoring it hoping to successfully scam me.

  Business Response

  Date: 11/13/2023

  Hello, Thank you for reaching out. My name is Stephanie, and I am a Lead with our TCGplayer Customer Experience Team. We're very sorry for any inconvenience. In review, we see our Customer Experience team has followed up regarding this issue on November 11th, 2023: "We will be on the lookout for the return package and as soon as it arrives to our HQ we will process a refund for you. To expedite the process, we would like to ask how you would prefer your refund:  We can apply the full refund to your original method of payment ***** * ********** refunds may take up to 4 business days to appear on your account) We can apply the full refund to your TCGplayer account in the form of TCGplayer Store Credit (which would be available for you to utilize immediately).  Please let us know if there is anything else we can do for you between now and then!" Please follow up and let us know. Best, Stephanie Team TCGplayer

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TCGPlayer advertises cards on their website and states that if you buy from TCG Direct sellers and spend over $50, shipping will be free.
  
  Because of this advertisement, I chose not to go to one of their competitors. I spent $360.10 on 10/26/23 under the notion that I would get X cards for the price and not have to pay for shipping.
  
  Today, 10/30, I received an email out of nowhere saying that $3.38 is being refunded back to me.
  
  Confused, I submitted a ticket requesting what this was about. The company responded saying that an advertised product was sold to me that wasn’t in stock despite it being advertised as such. They said that I would need to purchase the card for another seller on their website.
  
  The company is refusing to comp the cost of shipping despite their hiccup and despite me buying the product under the notion of free shipping. Because the $3 card does not meet the $50 free shipping requirement, I have to spend an additional $10 in shipping.
  
  I feel that this is false advertisement. If issues happen on behalf of a business the terms of the original purchase agreement need to be met. Especially when they concern public advertisement that is made in effort to persuade a consumer to spend a certain amount of money as well as grant an advantage over a competitor.

  Business Response

  Date: 11/14/2023

  When you see that a seller/product is "Direct Qualified" that means that the card will be sent out from our Direct warehouse if we have it in stock. This means that the seller is part of the Direct program, and that they have the card listed for sale - our inventories may not perfectly align, as we do not control what items they list. It is not a guarantee as to the availability of that card from our warehouse prior to reaching the checkout screen (this is because our inventory is constantly changing with cards being sold and new cards being added)  However, for Direct orders specifically, If your order is over $50 (before taxes), and you are in the United States, your entire order ships for free with Direct—no matter how many cards you buy or how many sellers you buy from with the Direct program. If we do not have a card in stock, you will need to place a new order with another seller on our platform.

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have requested my TCGPlayer account to be deleted, as well as my information, using the provided 'Data Deletion Authorization and Consent' from TCGplayer, and after 45 days, they have no responded to my request, or even acknowledged it.

  Business Response

  Date: 11/14/2023

  I have searched out system and have found no requests related to the provided email address. If you would like to have your account removed, we recommend following the appropriate steps of filling out the form here:
  ***************************************

• Initial Complaint

  Date:10/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a seller and buyer on TCGPlayer. The instance this morning, happened with me as a buyer. Went to place my order, used ****** pay in 4, authorized, went through just fine and 3 minutes later (after receiving a confirmation email that my order had processed) I get another email from TCGPlayer saying they were unable to process my order and a refund had been issued. No explanation. No help line to call to quickly figure this out. Emailed them and waiting on a response, but this is ridiculous. Things like this keep happening and I’m going to take my business and my sales elsewhere. This company still uses ACH transfers to deposit a sellers money, which takes days. A multi million dollar company with no phone, using an archaic banking system and taking money from both buyers and sellers in the meantime. (My first 30 days selling and it was roughly 200$ worth of fees and for what? What did y’all do for me in that month worth that?)

  Business Response

  Date: 10/04/2023

  This customers transaction was cancelled due to suspicious activity. Per TCGplayer Terms of Services, we reserve 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. For security reasons are unable to move further with their request at this time. We appreciate your understanding with this matter. We recommend contacting our customer service team for additional support.

• Initial Complaint

  Date:10/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase September 10, 2023 and contacted the seller approximately six days later to check the status of the delivery. Normally, the seller responds and we reach a settlement. However, this time tcg responded for the seller and this immediately threw up a red flag. Past feedback showed this seller has a habit of not delivering goods. I called out the support group for not issuing an immediate refund due to these circumstances. I was told to wait 15 business days for a refund. These days were different for their chatbot ( I have documented proof) and their "support." I have waited more than 15 business days and have not received a refund.

  Business Response

  Date: 10/02/2023

  Order in question has been found and resolution is in the final stages as the estimated delivery date has been reached. 

• Initial Complaint

  Date:09/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had placed an order on the 8th of September sometime in the morning. I ordered about $220 worth of cards through TCG Direct. But when I checked out I used the ****** 4 payments. Everything seemed to go well until I checked my order history and didn’t see any order history. I checked my bank account and the charge is still there for $56 and some change. I just want to make sure my cards were ordered or I get a refund.

  Business Response

  Date: 09/11/2023

  Account appears to not have a recent transaction but no communication has been started with our support team regarding the order in question. Reaching out to help resolve this. 

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 08/21/2023 I made a purchase through TCG with store credit I had accumulated with them by selling my cards on their platform. I've been buying/selling with them for over a month now without any problems on my part at all. At first, every time I tried to make a purchase with my cash app card, their system would freeze the purchase, refund my money after a couple of days without a clue as to what was going on. It later turned out to be an error on my behalf because I didn't finish setting up my cash app account correctly. However, once that issue was fixed, I made a purchase with my remaining store credit I had left, only to get an email back saying that the transaction was refunded due to their fraud system saying my information is being associated with other accounts. I have no idea how this could even happen being that this is my first ever TCG account. I'm writing a complaint because I have orders to fill, and I don't want to send anymore cards out if my accounts going to be locked up leaving me with nothing or if my moneys going to get tied up again when I could just take my business elsewhere. I know I should probably wait to file a complaint, but seeing as they take forever to respond back, and I have orders to send, it kind of leaves me with no other option. I love TCG, their platform/app, and their whole involvement in the trading card game, and want nothing more but to continue to do business with them. But I'm kind of left with no other option. Like I stated, I don't want to take a loss on sending cards out if I'm only going to end up having my money locked up or unable to do anything due to an error on their end. I simply want them to resolve this issue so I can get back to buying/selling with them. Please and thank you, - ****

  Business Response

  Date: 09/06/2023

  This customers account was locked due to suspicious activity. Per TCGplayer Terms of Services, we reserve 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. For security reasons we are unable to move further with their request at this time. We appreciate your understanding with this matter.

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a buyer and seller on the TCGPlayer marketplace. At some point in early August (approximately August 4th), my account became locked for no discernible reason. After multiple requests to their help line, I have received no help or guidance on how to remedy the issue. Only vague emails about the account being locked because “their fraud system has locked it”. Zero explanation as to why this happened, just telling me I’m out of luck.

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have been selling on their platform since they started offering it to private individuals around 2014. Recently had a buyer message me about a package being late after it had been 3 days when the estimated shipping was 12 days. He was trying to extort me as he immediately got defensive and competitive and left negative feedback before he even received the package. I reported this to them in response they banned me for calling him out in messages, citing customer service and have since put my deposit on delay. This is basically robbery and typical bad business to snap side with the buyer. This isn't 1996 and we all have more platforms to use and judging disputes should be less black or white and actually looked at. This company is a shell of what is was and people need to know they are robbing single parents of little bit of money they make on the side.