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TCGplayerThis 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
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 ComplaintThe 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:06/08/2023
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I filed a complaint against tcgplayer a few months back and after the bbb contacted tcgplayer, the company sent me a message giving me $15 credit to my account. However soon after, I ordered from tcgplayer using some of the credit they gave me but unfortunately even though it's been many weeks and had a delivery deadline on June 7th, 2023, I still haven't received anything from tcgplayer.
I've sent them a message and their response was that if I don't receive my order within a few days, they will credit my account.
This looks to be some sort of loop that never gets fixed or satisfied.Business Response
Date: 07/12/2023
I see that we did reach out to you about this order, and it has since been refunded.Customer Answer
Date: 07/12/2023
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:05/29/2023
Type:Service or Repair IssuesStatus: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.
While attempting to purchase items from this website the transaction was stopped. I attempted to contact their customer service support through email to which I was told somehow I was flagged by their fraud software. After telling them of the problem and asked how we could resolve this I received no other word from them. They don't have a customer service phone number so the only way for resolution is to email. This is ridiculous I have to jump through all these hoops to get nowhereBusiness Response
Date: 05/30/2023
Hello,My name is Brittany and I am one of the Team Leads of the Customer Experience Department here at TCGplayer.
I have reviewed the correspondence regarding this issue, and based on trends, information, and activity associated with your account, our fraud system has locked it. We are unable to unlock the account at this time, and we do apologize for any frustration this may have caused.
Thank you,
Brittany
Team TCGplayerBusiness Response
Date: 05/30/2023
Hello, My name is Brittany and I am one of the Team Leads of the Customer Experience Department here at TCGplayer. I have reviewed the correspondence regarding this issue, and based on trends, information, and activity associated with your account, our fraud system has locked it. We are unable to unlock the account at this time, and we do apologize for any frustration this may have caused. Thank you, Brittany Team TCGplayerCustomer Answer
Date: 05/30/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
How can you say you cannot unlock my account when you have no way to verify this isn't fraud. There is no customer service number in which to call for me to verify and when trying to talk through email I get no where because after a few responses you stop responding. If I try to make a new account you will flag it again and I will be back in the same boat again. I have never seen a business that does not have a customer service phone number in order to help resolve issues like this. While I appreciate you protecting my information having to go through this process just to buy something is ridiculous.
Regards,
******* *****Customer Answer
Date: 05/30/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]How can you say you cannot unlock my account when you have no way to verify this isn't fraud. There is no customer service number in which to call for me to verify and when trying to talk through email I get no where because after a few responses you stop responding. If I try to make a new account you will flag it again and I will be back in the same boat again. I have never seen a business that does not have a customer service phone number in order to help resolve issues like this. While I appreciate you protecting my information having to go through this process just to buy something is ridiculous.
Regards,
******* *****Initial Complaint
Date:05/14/2023
Type:Delivery IssuesStatus: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.
Buylist Order * ******************* Created on 05/08/2023.,
I'm am very disappointed & angry because 18 of my cards had significant damage that was not present when I shipped the cards. Furthermore I do not believe the cards were damaged during transit because I took care to place all the cards between two front loader plastic sleeves before placing them inside a plastic sleeve that tape shut, holding all cards firm without slippage between the two front loader hard plastic sleeves before finally placing them inside the bubble mailer to be shipped by *** *** ***** in Tahlequah Oklahoma. I also want to say that all cards were carefully reviewed by a close friend who checked to verify the condition of each card. Unfortunately TCGPLAYER is claiming the cards were damaged but the damage that I noticed when I got them back was not there before shipping. The 18 damaged cards, all have top left corner damage/bend as well as several cards looked as though they had been folded or bent in the middle causing a creases.
1 Illusionist's Bracers - Gatecrash - Heavily Played
1 Rapid Hybridization - Ravnica Allegiance: Guild Kits - Heavily Played
1 Avabruck Caretaker - Innistrad: Crimson Vow - Damaged
1 Vampire Token (007) - Innistrad: Crimson Vow - Damaged
1 Deadly Dispute - Adventures in the Forgotten Realms - Damaged
1 Portable Hole - Adventures in the Forgotten Realms - Damaged
2 Bolt Bend - War of the Spark - Damaged
1 God-Eternal Rhonas - War of the Spark - Damaged
1 Zendikar Resurgent - Oath of the Gatewatch - Damaged
1 Nissa, Vastwood Seer - Magic Origins - Damaged
2 Temur Sabertooth - Fate Reforged - Damaged
1 Savra, Queen of the Golgari - Ravnica: City of Guilds - Damaged
1 Song of the Worldsoul - Commander 2019 - Damaged
2 Goblin // Zombie Double-sided Token - Commander 2016 - Damaged
1 Mycoloth - Commander 2015 - Damaged
1 Lifeblood Hydra - Commander 2014 - Damaged
1 Evolution Sage - War of the Spark - Damaged Foil
1 Bitterheart Witch - Innistrad - Damaged FoilBusiness Response
Date: 05/15/2023
User was reached out to and the condition concerns for the items in question were addressed in hopes of remedying the situation.Business Response
Date: 05/15/2023
User was reached out to and the condition concerns for the items in question were addressed in hopes of remedying the situation.Customer Answer
Date: 05/15/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, although it does not make up for the fact that TCGplayer and or employee, damaged my cards during processing however considering I had not purchased insurance, to protect against this sort of thing, at the time I shipped them, I will accept the offer of $20 store credit and will use this as a harsh reminder to make sure I always take steps to protect my cards before sending through parcel.
Regards,
****** ********Customer Answer
Date: 05/15/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20056379, and find that this resolution, although it does not make up for the fact that TCGplayer and or employee, damaged my cards during processing however considering I had not purchased insurance, to protect against this sort of thing, at the time I shipped them, I will accept the offer of $20 store credit and will use this as a harsh reminder to make sure I always take steps to protect my cards before sending through parcel.
Regards,
Sherry ReadnourInitial Complaint
Date:05/11/2023
Type:Service or Repair IssuesStatus: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.
Myself as well as my direct family have attempted to purchase trading cards from TCGPlayer. However, each attempt has been met with cancellations on their end stating fraud due to multiple email accounts which violates their policy. I apologized for the honest mistake but they stated they still were unable to unlock any accounts and stopped all communication.Business Response
Date: 05/12/2023
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 are unable to move further with their request at this time. We appreciate your understanding with this matter.Initial Complaint
Date:05/07/2023
Type:Service or Repair IssuesStatus: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.
Registered as a seller with this company to sell my products I believe on the 14th of April 2023. I quickly started selling my products and then TCGPlayer in turn QUICKLY locked my account for “fraudulent activity”. I have the receipts of the products I sold. I have the feedback from my buyers that RECEIVED my product. I’ve contacted them probably close to 10-15 times over the course of the last month and not a single peep from them other than two automated responses that they’re “unfortunately unable to unlock my account” despite me telling them I have my proof and evidence and verification. ****, my SSN number is on my account. Why would I fraud people when I’m so easily exposed? I sold nearly 300 dollars worth of product and I NEED that money. It’s not a question. I’m not parting with it. And if I need to go to small claims court so be it.Business Response
Date: 05/17/2023
This customer's 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 are unable to move further with their request at this time. We appreciate your understanding with this matter.Customer Answer
Date: 05/17/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. The business doesn’t allow me to prove the legitimacy of my sold items. They’ve locked my account with no further explanation other than “suspicious activity”. Just because their TOS allows them to close my account doesn’t mean they can hold the funds to the products I’ve sold. I have receipts of all the items I sent to all the buyers I’ve had. On top of that, all buyers have reviewed my account as positive proving I sold and shipped them in a professional and legitimate manner.
Regards,
******** ******Initial Complaint
Date:05/06/2023
Type:Service or Repair IssuesStatus: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.
Hello this is **** ***** ******** *********** representative **** ******* .
We created a Tcg player during the summer of 2022 and managed sales diligently until winter when we sent out a lot of orders via pwe ( plain white envelope) and there was massive claims that alot of people did not recieve thier items . Tcg player froze our **************** account and told us that we would have our account put under review during the month of December and would receive a response. We reached out countless times and were told during the months of January/ February that if we reached out again they would delay a resolution. Now come February we no longer get any response from tcgplayer at all , we tried calling leaving a message with their joke of customer service hot line , emailed thier ********* and support email no response. It’s been over 3 months since thier time frame of 90 business days to release over 8-12 thousand in funds from sales transactions of items we sold on the platform. Tcg player does nothing at all to respond to any email / phone call/ social media posts and recently froze our business account under the claim that there’s “fraudulent activity” me and my son went to great lengths to supply people with merchandise and feel short handed by the company. We found out other people are facing the same issue and would like to resolve this peacefully without having to pursue legal action . Tcg player with their negligence has cost me and my son our business we do not want to do business on the platform anymore we just want our money at this point . If you too have been a victim of Tcg please feel free to email us at ******************** as we will be seeking legal counsel for damages if this doesn’t resolve in the near future . Thank you for your time .Business Response
Date: 05/17/2023
This customer's 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 are unable to move further with their request at this time. We appreciate your understanding with this matter.Customer Answer
Date: 05/17/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
it’s been over 90 days , it’s my money and I have a right to receive my money
Regards,
******* *****Initial Complaint
Date:05/05/2023
Type:Service or Repair IssuesStatus: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 recently opened a seller account with TCGPlayer for the first time at the end of March 2023. Immediately my account had a message "Account Under Review" message and I reached out to TCGplayer for assistance. The customer service rep informed me that I needed to add my tax information to my account which I did, but this did not resolve the issue. Several days later after selling several hundred dollars worth of product, they locked both my purchasing and selling account. I immediately reached out to *************** for assistance. That was on April 3rd and I have yet to receive a reply from TCGplayer. I have sent several more email threads regarding this and reached out to them via social media with no reply. They do not have a customer service phone number for me to call and the automated email message says they will reply within 24 hours, in my experience that has not been the case. I would like for my account to be reinstated and to receive the funds for the sold items as I have been in compliance with TCGplayer guidelines.Business Response
Date: 05/05/2023
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 are unable to move further with their request at this time. We appreciate your understanding with this matter.Customer Answer
Date: 05/05/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I would like to speak to a representative about this suspicious activity and for this the lock on my account to reviewed further. I have been nothing but a genuine customer with TCGplayer for many years, nor have I tried to take advantage of any party on the platform. This also makes no mention of the funds currently being held by TCGplayer. I do not believe I am being unreasonable in this request.
Regards,
***** ********
Business Response
Date: 05/24/2023
Hello, We thoroughly investigate every claim, so we thoroughly appreciate you reaching out about this specific customer request. Based on trends, information, and activity associated with this customer's account, our fraud system has locked it and we are unfortunately unable to move forward with unlocking it at this time. For payments that were pending, per our Marketplace Seller Agreement, that was agreed to upon selling on TCGplayer: If TCGplayer reasonably concludes based on information available to us that seller's actions and/or performance in connection with the Site may result in buyer disputes, chargebacks or other claims, then we may, in our sole discretion, delay initiating any remittances and withhold any payments to be made or that are otherwise due to you in connection with this marketplace agreement for the shorter of: (a) a period of 90 days following the initial date of suspension; or (b) completion of any investigation(s) regarding any seller actions and/or performance in connection with this marketplace agreement. We will not be liable to seller if we act in accordance with the provisions of this Section. Additionally: TCGplayer reserves the right, upon termination, to offset against any payments to be made to seller, an amount determined by TCGplayer to be adequate to cover chargebacks, refunds, adjustments or other amounts paid to buyers in connection with marketplace purchases from seller's account for a prospective three-month period. At the end of such three-month period following termination, TCGplayer will disburse to seller any amount not used to offset chargebacks, refunds, adjustments or such other amounts paid to buyers, or seek reimbursement from seller via any of the means authorized in this marketplace agreement for any additional amount required to offset chargebacks, refunds, adjustments or other amounts paid to buyers, as applicable.Please let us know if you have any further questions or concerns! All the bestCustomer Answer
Date: 05/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have not committed any fraudulent activity or filed any type of chargeback with my credit card. I also sent out all orders successfully and on time. It is clear your automated system is flawed and you have no way to review for accuracy. When was the account officially suspended in regards to the payout?
Regards,
***** ********Initial Complaint
Date:04/27/2023
Type:Delivery IssuesStatus: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.
Placed an order, paid and got ghosted by the seller. Contacted the business, got an automated response and then ghosted by the company. No further responses from the company despite many attempts.Business Response
Date: 04/28/2023
I am sorry to hear you have run into some trouble with a recent order. If you are still experiencing difficulties, we recommend contacting TCGplayer customer service for assistance.Initial Complaint
Date:04/27/2023
Type:Service or Repair IssuesStatus: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.
So I've been selling through this business for about 2 years now. I sell trading card games through it. For the last six months since **** bought them they have been utter garbage. They basically make it where no on sees my items I have listed on there which is against the agreement I agreed to when starting my profile on there. I don't know if this will help but it needs to be shared that they are silently retaliating on me. I p***** them off when I threatened them with lawyers if they didn't release my funds 6 months ago and ever since I can't make a sell on thereBusiness Response
Date: 04/28/2023
I apologize if you have run into some trouble seeing your inventory listed. However, I see that our customer service team has been assisting you with this issue. If you are continuing to experience difficulties, we recommend reaching out to them for further assistance. Please keep in mind that your own inventory is not visible to you when logged in to your seller account and browsing. This is meant to work as a safeguard so you don't accidentally purchase your own cards. I would recommend logging out and using our 'Shop by Seller' function to view your active listings with us. That link can be found here * **********************************Initial Complaint
Date:04/25/2023
Type:Service or Repair IssuesStatus: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.
help with my seller account!!! I started my seller account two days ago and received and shipped out 7 orders value 100$ yesterday. But my account is still under review. And there are another 11 new orders today. What should I do? **** said this hold is because of not allowing multi accounts with same information. But I only use **************** this account for both buyer and seller. Please tell what should I do to get my account back to normal. Or how long should the payment shown on “estimated future payments” section. Am I supposed to shipped out the new received 11 orders without guarantee time for account review and I should able receive my payments.
And why your customer service barely responds. I could not even find a phone number to call. And the email response one time a day with useless information.Business Response
Date: 05/05/2023
We are sorry to hear you have run into some trouble with your account. Looking into this issue, I see that the holds have already been removed from your account and you should be all set. If you continue to experience difficulties, we recommend contacting our customer service team for assistance.Customer Answer
Date: 05/05/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. This complaint issue has been resolved. They have done all the review of my new account and keeps contact with me through email.
Regards,
****** ****
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