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Business Profile

Games

TCGplayer

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 170 total complaints in the last 3 years.
    • 59 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/16/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 started selling *** cards in early September of 2023 on the tcgplayer seller portal.
      3 weeks ago they locked me out of my account after I already shipped products to my customers. At the time I sold about $4500 worth of *** cards.
      They would not give me a reason why my account was locked, except that software they have running in their site locked me out for potential fraud because their was an error with the tracking on a customers order (which I corrected)
      Since then, I have not been able to reach out to my customers in any way after shipping their order. And for the past two weeks on a hourly basis, tcgplayer player has been refunding my customers with my frozen money for orders that were already shipped. so my customers are basically getting free product from me thanks to tcgplayer.
      The bottom line is that tcgplayer stole a couple thousand dollars worth of *** product from me without any kind of explanation, other than you were flagged and we cant unlock your account at this time.
      No warning, no explanation, they just took my money and used it as they saw fit.

      Business Response

      Date: 08/01/2024

      Issue:  Consumer’s Original Complaint:  I started selling mtg cards in early September of 2023 on the tcgplayer seller portal. 3 weeks  ago they locked me out of my account after I already shipped products to my customers. At  the time I sold about $4500 worth of mtg cards. They would not give me a reason why my  account was locked, except that software they have running in their site locked me out for  potential fraud because their was an error with the tracking on a customers order (which I  corrected) Since then, I have not been able to reach out to my customers in any way after  shipping their order. And for the past two weeks on a hourly basis, tcgplayer player has  been refunding my customers with my frozen money for orders that were already shipped.  so my customers are basically getting free product from me thanks to tcgplayer. The bottom  line is that tcgplayer stole a couple thousand dollars worth of mtg product from me without   any kind of explanation, other than you were flagged and we cant unlock your account at  this time. No warning, no explanation, they just took my money and used it as they saw fit.  Consumer’s Desired Resolution: Refund  RESOLUTION:  This user has been found to be practicing fraud on our platform via fake tracking on shipped orders and pricing lower than market value to drum up sales. Their utilization of our platform goes against the Terms they agreed to and therefore we have terminated them. In fraud cases, the Seller does not receive funds. This user will not be receiving funds. RESOLVED 

      Customer Answer

      Date: 08/02/2024

      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 did not use fake tracking numbers purposely. For the first two weeks my post office supplied me with bad tracking numbers, which I explained to customer service back before my account was frozen. It was not on purpose. After the first two weeks, my tracking numbers were correct and customers received their order. There was not enough evidence for TCGplayer to act in this way. 

      Regards, 

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

    • Initial Complaint

      Date:08/16/2023

      Type:Delivery Issues
      Status:
      Answered
      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 sent 4 of my orders to the wrong person, lied to me about not having any replacement cards (I went hunting their website and only ONE of the items was not in stock so they could have sent the rest), then withheld my $$ refund until I returned the incorrect order to them. I believe that both: a) refusing to replace the goods, and b) holding my refund hostage until return of the goods they mistakenly sent me are in violation of FTC Rules.

      See articles: https://consumer.***.gov:

      https://***********.com.html

      In any case, it is the poorest of customer service practices to make a customer responsible to fix TCGPlayer’s mistake and hold that customer’s $ refund hostage until they do so.

    • Initial Complaint

      Date:08/15/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order #********-******-*****. The card arrived and did not match the description from the seller in that the quality was much worse than described. I immediately reached out to the seller but they were not responding. The seller finally responded after a week and requested pictures of the card and I sent those through their personal address which was provided. That was on August 4th. On August 9th there was still no reply so I reached out to customer support hoping to find a resolution. Unfortunately this is where the problems get worse. The CSR assigned to this was Jimmy. Jimmy claimed that I had not been in contact with the seller and that I needed to do that first. I had to send him copies of the messages (from his own system) that I had indeed been in contact with the seller and I was being ignored. August 11th Jimmy responded stating that he was reaching out to the seller to get the issue resolved. I thought all was good and that everything was back on track. Four days later on August 15th, Jimmy informs me that after looking into the matter further, I need to resolve everything with the seller. Yes the same seller that I have not heard from for almost 2 weeks now. Jimmy states that if I have not heard from the seller for 48 hours to let him know so that he can help.

      Your customer customer service tab states “ At TCGplayer you can shop knowing that you are always protected from any issue where your order has not arrived or is not as described through our Buyer Safeguard Policy:http://store.*********.com”
      How can you tell your customers this and completely stonewall them when they have an issue?

    • Initial Complaint

      Date:08/13/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 recently sold some mtg cards to tcpplayer through the buylist they offer.
      They took the cards and i never received payment for them.
      They spent 2 months jerking me around in emails and still never paid me for the cards they STOLE.
      They are crooks and scammers and i expect that they will not resolve this but i hope if you were planning on doing business with them you read this first and reconsider. They will rob you.

    • Initial Complaint

      Date:08/02/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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’m trying to get a dispute finished with TCGPlayer. I changed my bank account info from checkings to savings after we started selling cards on their website. A couple days before I did this, TCG changed the way you put in bank account info, verifying your bank by micro deposits. I have had no luck with these micro deposits and this has been going for almost a month now. We have over $300 in sales, that have yet to be transferred to my bank account. I have tried contacting TCG serval times to resolve this issue. I have yet to hear anything back from TCG in the last two weeks and have contacted them at least three times since the last time I spoke to someone via email. I wish to stop business with TCG at this point and just get this issue resolved.

    • Initial Complaint

      Date:08/02/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 applied for a seller account in June and sent multiple emails to get assistance with creating a sellers account. I have gone through and given all legitimate documents. I sent an email for assistance and have been ignored for the past month. I was very excited to finally sell on tcgplayer but seeing their support act like this I have my worries. Marking a Legitimate business as fraud and not following up and having any explanation whereas why they wont let me verify my business really makes me think how will these guys act when a seller gets scammed or when a buyer gets scammed. The security system can flag but having no support where as why and how do we get unflagged does make me worry, hopefully this can be resolved.

    • Initial Complaint

      Date:07/17/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Made hundreds of purchases for thousands of dollars. The one time I had an issue their "guarantee" was non-existent and they do not have any customer service. When I was forced to fight it with ****, they locked my account.

    • Initial Complaint

      Date:07/16/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 applied for a seller account on tcg player website around june 7th, 2023 and I was very excited to start selling my cards. I listed 100 cards (because that is the max for a level one seller) and within a few days I sold a few cards. I was really excited and I knew my account was under review but I thought it was just because they needed my banking info or something. So after a few cards I decided to email them and see whats up. They responded and said my account was locked because my address was messed up. So I fixed my address and then continued to email them about my account. After 4 weeks and several emails I got no response. They won't answer any of my emails and won't answer my inquiries on *********. All I want is someone to answer me through emails. I just want an email from a person explaining what I need to do to unlock my account and get my money! I was trying to be nice and I continued to email them (a total of 6+ emails) but now I'm just mad and would like someone to get back to me with some kind of explanation. Thank-you

      Business Response

      Date: 07/18/2023

      Hello, Thank you for your kind patience and diligence in this matter. Our system had flagged your account during a review process, however the hold is lifted and your payments are queued as normal. We take the security of our customers seriously. We''re apologetic for any concern this has caused you. Please let us know if we can be of any further assistance, we are here to help! All the best, Stephanie Team TCGplayer Lead 

      Customer Answer

      Date: 07/19/2023

       

      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:07/14/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 my most recent visit to your platform, I found that my account has been deactivated. This occurred shortly after I successfully sold an expensive card. While I understand the potential reasons for concern when high-value transactions occur, I can assure you that this sale was legitimate and in accordance with TCGPlayer's policies and guidelines.

      I have consistently conducted myself in a manner that is both professional and respectful to the TCGPlayer community. This sale was no exception. I would like to stress that there have been no previous instances of misconduct from my end that could warrant this deactivation.

      I would kindly request your assistance in investigating this issue, as I believe there may be a misunderstanding or an error involved. Furthermore, I am more than willing to provide any additional information you might need to expedite this process.

      The account is under the following email: *******@****************

      Business Response

      Date: 07/17/2023

      Account in question deactivated as a security precaution. Our team was able to investigate and reactivate the account and payments will process according to the normal payment schedule. 

      Customer Answer

      Date: 07/17/2023

      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:07/10/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 utilize the business' website to sell cards. Their seller webist is not functioning correctly and I have over $5,000 in sales that I cannot transfer to my bank due to a bug. Their customer support only responds by email and has not been able to help me for over a week. This issue has had a significant impact on my finances and I need help!

    TCGplayer is NOT a BBB Accredited Business.

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