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:02/22/2023

  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.

  As a seller in TCG player, I alwayas follow TCG player policy to ship legit cards within 24h. However, recently a buyer bought a card from me and asked to cancel the order after I shipped card with tracking. TCG directly refund my payment to the buyer without reaching out to me. I am looking for a explaniation from them and try to get this resolved. However, their customer service always keep saying same copy paste reply and don't solve the issues and my account was also locked without any reason or explanintion. My payment was locked and I need to pay my bill with it. Need help!

  Business Response

  Date: 03/10/2023

  Looking into this situation, I see that your account is unlocked and our team was able to fully assist and resolve this issue. If you are having additional difficulties, we recommend reaching out to our customer service team for assistance. 

• Initial Complaint

  Date:02/21/2023

  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 through TCGPlayer and I had paid using ******. As soon as I had made my payment I was taken back to my cart and all of the items in my cart remained, I did not recieve an email confirming my order nor a message through the site confirming my order nor did the order come up in my order history. Yet the funds were still taken from my account. Very frustrated. 

  Business Response

  Date: 02/22/2023

  I apologize for any concern or confusion we may have caused. We recently updated our integration with ****** which caused a change in the confirmation steps of an order. As it looks as though this order was not finalized on TCGplayer, this order would need to be placed again. Previously there was no opportunity after confirming ****** information to review your order before finalization. After confirming ****** as your form of payment, you are now brought back to TCGplayer to review and finalize the order on our site instead of the order being placed while still on ******. While approving the use of ****** prior to being redirected to TCGplayer checkout to finalize your purchase you likely will receive a presentment charge. I can assure you that the charge is already in a refunded state. Unfortunately, each credit/debit card company has its own internal processes for returning this temporary hold. Some credit/debit card companies will credit it back immediately while others can take up to 3 - 5 business days to issue a credit.  If you need additional assistance, we recommend contacting our customer service team. 

• Initial Complaint

  Date:02/15/2023

  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.

  Returned an item and have not received a refund in almost a month. Order #************ I have messaged every few days over the course of the last month trying to get my refund and every time it seems like an automated response and replies are subject to 24 hour response per the companies own policies and I have not heard from them in almost a week.

  Business Response

  Date: 02/15/2023

  Looking into this issue, I see that you have been fully refunded for the order that was returned to the TCGplayer HQ. If you have any additional questions or concerns, we recommend contacting our customer service team for assistance. 

• Initial Complaint

  Date:02/15/2023

  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 both buy and sell with tcgplayer. My account email is **********************. I was locked out of my account on on feburary 7th 2023. I contacted customer support multiple times to resolve issue with no one fixing. My account is functioning becuase I am selling items but can not ship them. I however keep getting emails from company saying that I need to ship orders in time if reason why reach out. Those attempts have not helped either. My business is suffering as well as money tied up because I can not access my account. I am hoping to have this issue resolved.

  Business Response

  Date: 02/15/2023

  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.  Looking into this situation, I see that the locks on this account have been removed and this situation should be all resolved. If you are having trouble accessing your account, we recommend contacting our customer service team for assistance.  

  Customer Answer

  Date: 02/16/2023

  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:02/14/2023

  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.

  I received two unauthorized charges to my card from TCGPLAYER.COM on February 4th 2023. I had never visited this website before or made any purchase whatsoever from them, neither had anybody else in my household. One charge was for $107.37 USD and the other was of $111.78 USD. There was a third attempt to an unauthorized transaction for around $150 USD that, thankfully, did not go through because we cancelled our card. I contacted the website the same night I found out about this (February 4th) and let them know that these transactions were not authorized. I requested that they refund our money and cancel whatever order had been made.
  
  They did reply to my email and said they were going to forward me to their Account Specialist Team, the next day I received an email from one of their account specialists. This person asked for more information on the issue such as: is it possible somebody else used my card? Name on card used, dates and amounts, etc. I replied with all the information needed and said that either our information was stolen or there is a fraudulent issue with their website, again I requested a refund. I have not received a reply to this email since then. I sent another email to remind them and they still have not replied, it has been 9 days without any response.
  
  The bank information said that there was a phone number associated with the website. When I called, it was only a voicemail system saying they exclusively do customer service through email and I could leave a message for them to contact me as such.

  Business Response

  Date: 02/14/2023

  Hello, My name is Brittany and I am one of the Managers of the Customer Experience Department here at TCGplayer. We sincerely appreciate your business and apologize for the delay in response you have experienced.
  
  Typically we can respond to customer requests within 24 hours. However, the last year of growth has been challenging. Our team is experiencing many requests, and we are doing our best to deliver the service our customers have come to expect. When we fall short of these expectations, please know that we are creating and adapting strategies and improving processes to continue to meet and exceed your expectations. Upon reviewing the correspondence I can see that the fraudulent orders were canceled and refunded on February 6, 2023. Depending on your banking institution, it may take up to 4 business days for the refund to appear on your account. I want to apologize for any frustration this experience may have caused, and please let us know if you have any further questions or concerns. All the best, Brittany Team TCGplayer 

  Customer Answer

  Date: 02/16/2023

  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 been offered a refund, which is acceptable in resolution of this issue. The problem is that the message from the business mentioned that the refund was issued on February 6th and it can take up to 4 business days for it to show up on my account. As of today, it has been 8 business days and I still have not received the refund on my account. I spoke to my bank about this issue and they explained that the coding of the transaction might be causing it to be rejected. Given that the card was cancelled, the refund needs to be coded as a credit voucher, otherwise it will be rejected. If the business could please ensure that the refund transaction is coded correctly and will not be rejected I would really appreciate it. 
  Regards, 
  
  ******* ****

• Initial Complaint

  Date:02/07/2023

  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 woke up this morning to two emails from Tcgplayer stating “ Your Payment Information has been Added, We’ve updated your payment information on 2/7/2023 1:12:00 AM:
  Account Name: *** *********”
  And another email stating “ Your Funding Source has been Removed, The following funding source has been removed from your account as of 2/7/2023 1:11:49 AM:” I am a brand new seller and sold one card yesterday and it looks like either my account was hacked or someone from the company has locked my out of my account without any way to get paid from my transaction

  Business Response

  Date: 02/22/2023

  Looking into this situation, it appears that the system has automatically deactivated you for having the same payment information as another Seller currently on our platform. I see that you currently have an open ticket and we are working to assist you. We recommend continuing to work with our customer to resolve this issue. 

• Initial Complaint

  Date:02/05/2023

  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.

  I used tcgplayer to buy and sell for about 4-5 years. Everything has always been great. Last Sunday tcgplayer locked my account for no reason at all. Meanwhile they didn't help to unlock my account. I had a $50 order I bought that didn't show up. They owe me bonus bucks from my purchases last month. And the biggest issue is they owe me $3000 from sales I made. They have a policy of responding with in 48 hours but have ignored me at every angle. I'm under the impression they blocked my email and have intentions to just steal my money. I haven't been shown that anyone working there is capable of making anything right. And they simply do not care. They just want to screw over their loyal buyers and sellers. I need my money to pay bills. This is way past due and out of line! I'm pressing charges if this isn't fixed

  Business Response

  Date: 02/21/2023

  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. Looking into this issue, I see that your account has been unlocked and any payment holds have been lifted. if you are continuing to have difficulty accessing your account, we recommend reaching out to our customer service team for further assistance. 

  Customer Answer

  Date: 02/22/2023

  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.  Hello tcgplayer finally fixed it after weeks of being locked out. Thanks for your help 
  
  Regards, 
  
  ******* *****

• Initial Complaint

  Date:02/04/2023

  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 have tried to purchase items from this company. The tracking says the item was delivered but it shows the wrong state and address was entered. The package shows it was delivered to the wrong address and they still will not refund me and making me wait for no reason.
  This site seems to have computer security issues as this seems to be an ongoing issue as this has happened to more than one order and when I try to contact the different sellers, they all say the same thing that they did not enter that tracking number and some sellers have items for sale that they did not even post. They sell me items but it almost always has resulted in a refund eventually but I never got my items and now I am still waiting for a refund for over 48 hours and they still will not help me.

  Business Response

  Date: 02/06/2023

  Hello! I am sorry that you didn't have a positive interaction with an order on TCGplayer. I do see that the new tracking (**********************) has updated to show as delivered. Can you confirm if this packages was successfully delivered yesterday as it shows? 

• Initial Complaint

  Date:02/03/2023

  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 use the website recently to start selling cards. After logging into the website 5 days ago, I was prompted right away to reset my password, which I did, and when I tried to relog back into the website, I was notified that my account was locked. I have emailed the customer service email numerous times afterwards and also messaged them on ******* but I have had 0 responses.

  Business Response

  Date: 02/06/2023

  Hello, My name is Stephanie and I am a Lead with our TCGplayer Customer Experience team. We sincerely appreciate your business and apologize for the delay in response you have experienced. Typically we can respond to customer requests within 24 hours. However, the last year of growth has been challenging. Our team is experiencing many requests, and we are doing our best to deliver the service our customers have come to expect. When we fall short of these expectations, please know that we are creating and adapting strategies and improving processes to continue to meet and exceed your expectations.  After further review, we see our Trust and Safety team has reached out and remediated the account and payment issues experienced. We are sincerely apologetic and thank you for your patience and diligence in this matter. We take the security of our Buyers and Sellers very seriously and our Trust and Safety team helps us to ensure this. I really appreciate your diligence and patience when selling with us, I'm super sorry that it has been a task for you. Please reach us for any further assistance, and we will continue to work with you! Thank you, Stephanie Team TCGplayer 

  Business Response

  Date: 02/08/2023

  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. 
  
  Looking into this situation, I see that any locks or holds on the account have been removed. If you are still having difficulty accessing your account, we recommend contacting our customer service team for assistance.  

  Customer Answer

  Date: 02/08/2023

  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:02/03/2023

  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 had an account with TCGplayer that was attached to a personal address. I updated the email address to match the business name and branding and this activity triggered their AI to lock the account. The company informs you that you need to send an email to ******************* in order to resolve the issue.
  
  I've sent numerous emails to that email address and only had one response telling me the reason for the lock. I've reached out to TCGPlayer via social media looking for a resolution to no avail.
  
  I would simply like my account unlocked or for support to provide a reason that the account can not be unlocked.

  Business Response

  Date: 02/21/2023

  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. Looking into this issue, I see that your account has been unlocked as of 2/6/2023. if you are continuing to have difficulty accessing your account, we recommend reaching out to our customer service team for further assistance.  

  Customer Answer

  Date: 02/21/2023

  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.  I do recommend that if their automation is going to flag accounts for "Suspicious activity" when changing an email address that they add verification steps to the process or a way to resolve the issue in a timely manner. 
  
  Regards, 
  
  **** *****