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:04/14/2023

  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.

  This company does not follow their own policy. When sending items from their program, they are rarely in the condition described. When you send the same products as reimbursement, they charge you for the same imperfections on cards they sent out. We bought a card from them, sold it, sent it to them as reimbursement (same card/same condition), and they graded it lower than the condition they sold it to us in. They charge extravagant fees for below par service because they are the only platform that offers this specific service. They do not follow their own conditioning guidelines. Their conditioning guidelines are the only that exist, yet they are impossible to follow. We sent a ** card for reimbursement that was very expensive. They graded it as less than **. This caused us to pay an extravagant fee on the original transaction, and a replacement fee that is higher than what I sold the card for. I want a refund for this because they card sent followed their conditioning guide. If they need information or action from you, they follow up constantly. However, if you need anything you have to follow up constantly to get a response. There are times when our store is active, but they show all our inventory as out of stock. You cannot run a business off of subjective conditioning guidelines, extravagant fees, and subpar service. Being the only company who offers this service doesn't give the right to take advantage of users. You need to have reasonable fees, excellent service (for buyers and seller), and you need to follow your own policies that users are held to.

  Business Response

  Date: 04/18/2023

  We understand your concerns regarding the condition of this card in particular. However, as everyone isn't looking at the offer at the same exact time, our opinions may differ even when referring to the TCGplayer condition guide. You can also visit our detailed Card Conditioning Standards PDF as well for further assistance: *********************************************************************************** Sometimes one person may catch a scratch when conditioning the card in the right kind of light that another person may have missed. Our Condition Experts take much care with their conditioning so that buyers and sellers can expect their offer to arrive in a condition that is up to par with their expectations. With that said, our receiving team took a second look at this offer and we found scuffing on the back of the card in question. However, as the condition of this card has been adjusted by our team, this card has been held aside and will be returned to you. I have confirmed with our shipping team that this return has been sent as of yesterday, and should be arriving shortly. I see that our team also reached out in a separate email on Sunday, April 16th, with the full details of this return.  

• Initial Complaint

  Date:04/13/2023

  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.

  Recently made an account to sell on the platform using the email ******************* and was not allowed to purchase or sell at all. Every time I tried to make a purchase it would instantly refund me. Trying to sell on the website always just said account under review. Reached out several times and was asked if there was another account I made and I did years ago and forgot under ******************. Weeks later I was told that there was something fraud wise in their system and there was nothing they can do about it. There was never any elaboration about it or told what if anything I did wrong to deserve this without explanation. Just wanted to buy and sell using their platform which has a good following and am met with silence.

  Business Response

  Date: 04/14/2023

  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: 04/14/2023

  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’ve never made a purchase on the site before never sold on the site before and am being told there is nothing they can do to help resolve this matter. At the very least an explanation as to why this is happening would be appreciated.  
  
  Regards, 
  
  ********* ***** 

• Initial Complaint

  Date:04/05/2023

  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 March 17th, 2023 I opened a seller account with TCGPlayer. Since that time my account has been under review. After 2 weeks I messaged TCGPlayer at their support email address asking when I could expect the review to be complete. I was advised by the person who responded that they didn't have that information but would forward this on to get addressed.
  
  I have continued making sales, and shipping cards out while waiting for this to be resolved so that payments owed to me could be issued (over $700 to date)
  
  Today I find my account has had its inventory hidden and has been locked.
  
  And then saw the email sent to me stating the same with a reasoning of detected fraud. There was to explanation as to their reasoning for flagging me for fraud, and now not only have I not been paid, I am unable to make any money with their platform.
  
  Reaching out for help the first time has now seemed to cause additional problems.
  
  I am a first time user of TCG Player, and I'm very upset with how asking for help and being patient has now resulted in locking my account for "fraud" I am happy to provide any needed information to prove I am who I Say I am.

  Business Response

  Date: 04/16/2023

  Hello, Thank you for your patience and diligence in this matter. My name is Stephanie, and I am a Lead with our TCGplayer Customer Experience team. In review, we see as of April 13th, 2023 this matter has been resolved, and your account is now Active. We do apologize for any inconvenience, and appreciate your cooperation while we navigated the situation with our Management team. We take the security of our buyers and sellers very seriously. Once again, we do apologize for any inconvenience, but TCGplayer is always looking out for the best interest of our customers. If there's anything else we can assist you with or if you have any additional questions, comments, or concerns you'd like to share, please feel free to reach out to us again! Best, Stephanie Team TCGplayer 

  Customer Answer

  Date: 04/17/2023

  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. They were responsive and communication was good.  
  
  Regards, **** ********

• Initial Complaint

  Date:04/05/2023

  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.

  I have sold over $200 worth of items on their platform and have not received any payments for them. My account continues to say my payment are on hold. My account is ************************

  Business Response

  Date: 04/06/2023

  Greetings, I am very sorry that this was a frustrating experience. I do see that we responded to you yesterday stating: Our system had automatically flagged your account during a normal review process. I can assure you this hold was accidental and your payments are queued as normal now. Thanks, Team TCGplayer 

• Initial Complaint

  Date:03/14/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased some ****** trading cards from that website. Nearly all of the cards arrived but one did not. I have reached out to the company and was told that I would receive my cards by March 7th; and, if I don’t receive them by then, I would be issued a full refund. I have not received the refund or any correspondence to my daily messages to them. I want the merchandise or my money.

  Business Response

  Date: 03/14/2023

  Hello,  Thank you for reaching out. We we would be happy to be of assistance but have not been able to locate an account with the information provided. Would you please contact us at [email protected] at your earliest convenience with the email address, or phone number associated with the account as well as the order number? We look forward to assisting you further! Thank you, Team TCGplayer  

• Initial Complaint

  Date:03/13/2023

  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.

  Made an account to sell with this company on FEB 25th 2023. Received a confirmation email that I was ready to sell, and how to take my next steps. However I have been locked out of my account due to suspicious activity, I'm not sure how with this being a new account Registered and immediately locked on the 25th. It is now the 13th of March and multiple attempts have been made through email with no response. I'm not sure what else to do with no number or chat service to speak to an individual. However I will say their customer service is lacking.

  Business Response

  Date: 03/13/2023

  Greetings, I am very sorry that your account was affected by our security system. After looking into your communications with our team I do see that we let you know earlier today: "Our system had automatically flagged your account during a normal review process. I can assure you this hold was accidental and your payments are queued as normal now." Thanks, Team TCGplayer

  Customer Answer

  Date: 03/14/2023

  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.  
  
  Regards, 
  
  ******* ******* 

• Initial Complaint

  Date:03/11/2023

  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.

  I have been a buyer on this platform for many years. I recently opened a seller account in order to liquidate my own stock of collectables. I had some minor issues up-front, issues that required communication from the platform - and issues that affected my own customers. TCGPlayer does not provide any human customer service via phone or email. You are forced to use their chat feature, and then receive a message that you will get a return contact from customer service within 24 hours. I've contacted them four times, the first being nine days ago, and still have not received any contact from them. Currently, they are holding onto my money for a "payment hold" that they direct me to contact customer service to resolve. The problem is, customer service apparently doesn't exist and any attempt to contact them simply goes down the memory hole. Worse, I have issues that affect the customers that buy from me that I need assistance from customer service to resolve - a service that they extract a 10% fee for providing, but then apparently never do. Hands down, the most unresponsive business I've ever had the displeasure of dealing with.

  Business Response

  Date: 03/16/2023

  Greetings,Thanks for reaching out! I do see that since you reached out we were able to respond back to you and get your account up and working. ThanksTeam TCGplayer

  Customer Answer

  Date: 03/16/2023

  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. 
  
  Regards,
  ****** *****

• Initial Complaint

  Date:03/10/2023

  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.

  To Whom It May Concern,
  
  I started selling on this site to make money to maintain our store front. I started selling 2/24/2023. I sold over 100 items that should be over thousands of dollars. I am waiting to get paid so I could take care of our expenses and rent. As of now, my account is still under review, my order is still running, people still buying but TCGplayer holding on to my fund. I reached out with email for support, but I haven't heard back. I am filing this claim to get your attention to help me get paid for all order that I fulfilled and will be continue fulfilling. I am hoping you to expedited as these funds will help me to pay our rent and expenses for our business.
  
  Best regards,

  Business Response

  Date: 03/13/2023

  Greetings, Thanks for reaching out! As we looked into your account I do see that we were able to prove that you are the same person that was terminated from the website previously. As such, our detection system was able to notice the similarities between your account and the previously terminated account. We will not be lifting this hold as you were previously terminated from both buying and selling on TCGplayer. Thanks, Team TCGplayer 

  Customer Answer

  Date: 03/14/2023

  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 need you to pay me out. The statement is not true 
  
  Regards, 
  
  *** ****
   

  Business Response

  Date: 03/22/2023

  We can confirm that the individual reaching out and the individual that were previously terminated are the same person; *** ****. They were also notified upon termination that we would continue to terminate other accounts they opened up after termination as they have been banned from using TCGplayer. 

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 new to TCGplayer, I created my seller account on 2/21/23 and was told that the store name I picked was too similar to another user and that I wouldn’t be able to proceed with the store name.
  
  I picked a few other store names until one finally was approved. I was able to change my store visibility to LIVE and I listed 20 cards and then my cards were hidden and my account was deactivated.
  
  I attempted to contact the sales and customer support multiple times (to understand what happened) and seem to have been receiving copy and paste responses including “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.”
  
  I am still not sure what I did wrong and why they are not allowing me to sell on their website. I asked for an explanation and a chance to prove that it was a misunderstanding since I was a new user trying to sell on their site and have not received any additional response.
  
  If anyone at TCGplayer is reading this, I’m just looking for a chance that I was not deliberately trying to do anything fraudulent on the website.
  
  My store name is ** **** and is associated with the emai* *********************
  
  I’d be willing to have a phone/email conversation with anyone willing to discuss my case and what I have to do in order to maintain an account in good standing. I just want a chance to use the platform to sell my cards.

• Initial Complaint

  Date:02/23/2023

  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 was a seller on TCGplayer and I shipped all my products on time with tracking and the necessary requirements such as signature and insurance if required. I was locked out of my account on on February 14th 2023 because they said I needed to reset my account password but none of the passwords let me into my account and then my account was locked. I contacted customer support multiple times to resolve issue with no one fixing and saying they cant unlock my account at the time with no reason to why they cant. My account has a number of payments that should've been sent to me but now my funds are locked in my account, being held by TCGplayer. I am hoping to have this issue resolved and to receive my money for all my merchandise.