Complaints

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

close

Find a Location

TCGplayer has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:02/02/2023

  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.

  Hi, on December 28, 2022, my seller account was locked and I have sent many emails and messages on social media to get a response to resolve this issue, I did get one email back from someone names Matt, who said it was because of fraud and he cannot do anything else about it. Claiming that I did any fraudulent activity without any clarification just seemed like a cop out. I have not received any responses back from Tcgplayer regarding this.

  Business Response

  Date: 02/03/2023

  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: 02/07/2023

  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. 
  BBB spoke to the customer and the following was relayed: The business still owes me for the 12 items that I sold.  
  Regards, 
  
  *** ******** 

• Initial Complaint

  Date:01/29/2023

  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.

  Hello,
  
  I have been buying from TCG player for a decent amount of time. Decided to try selling.
  
  First week i listed items I ended up hospitalized and could not ship until I got home. As soon as I did get home I contacted the customers, explained the situation and provided tracking numbers for the shipped items.
  
  My payments are still on hold and I have orders piling up.
  
  I contacted TCG player through their automatic system but haven't heard a response.
  
  Just wanted my account re-activated so that I can ship items I have sold in the past couple of days.

  Business Response

  Date: 01/30/2023

  Hello, My name is Stephanie, and I am a Lead with our TCGplayer Customer Experience team. We're so sorry for the trouble you have recently endured, and our Customer Experience team is here to assist! We have reached out on January 28th and again on January 30th with more information. Currently your payments are On Hold as we are pending receiving your completed W-9. At your earliest convenience, we would appreciate it if you could enter that information so we can continue to pass any necessary information along to our Finance team. We can then lift the payment hold. Federal Regulations require TCGplayer to collect W-9 Tax Information prior to issuing any form of payment to sellers, including sellers who receive their payments in the form of TCGplayer store credit or to their buylist withholdings.  In order to ensure that we're in compliance with these regulations, any seller moving forward who is required to fill out the digital form will now see a message on their Seller dashboard as a banner prompting them to fill out their information. Clicking on the W-9 Tax Form Page link in the banner or the W9-Tax info button will bring you to the W-9 page to enter your information. We have relayed the preceding, so please be sure to check your email messages and follow up with us once the W-9 is complete; we want to be sure you receive your payments due! Thank you, Stephanie Team TCGplayer 

• Initial Complaint

  Date:01/22/2023

  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.

  Im currently having an ongoing issue with "TCG online seller portal." I have been posting and selling ******* cards on TCG some time now, as of today I have filled many orders from people whom have purchased ******* cards from my Store "***************" on TCGplayer.com. I have read & obeyed by TCG's seller guidelines to my best ability & to my understanding I haven't made any mistakes that would cause any type of issue with TCG themselves. Ive done nothing but good things for the company as shown in the attached documentation, that includes all of the orders I have filled and mailed out to many people. Not all have been marked as received by buyers but they've been marked as shipped if not. Now the ones that are marked as received I have yet to receive a payment at all from TCGplayer. On my seller account page there is a message that appears saying that there is a problem with my account and to contact them via email, which I have done going on the fourth time today, & I have yet to receive anything other than an automated response. So my Complaint is for one, the fact that I have yet to be paid for the ******* cards I've mailed out, second would be the inability to speak with any type of customer service representative for the TCG company. I would have to say that considering my positive feedback from people who have bought cards for me, id assume im doing well for TCG as a seller, so the fact that I cannot receive any assistance for this matter has really been a huge issue for me. I'm a big time ******* Card Collector and seller, so me sending out as many cards as I did do these buyers not only cost me money at the post office to mail but some of them had sentimental value and I was letting go for personal financial reasons. So this issue has affected me severely and I'm not sure what else I can do or who else I can contact to somehow receive the money that I am owed from TCGplayer seller portal. I'm all ears for what actions I should take next! Thank you!

  Business Response

  Date: 01/23/2023

  User's account was on hold due to security precautions put in place to protect buyers and sellers. Our team was able to investigate, remove the hold and the account is now all set. 

• Initial Complaint

  Date:01/20/2023

  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 received a bill from Direct TCGPlayer in my mailbox, but I didn't order anything from them. This bill was forwarded to me because my husband and I moved in 2019. The company doesn't have a phone number on their billing statement, and it states the seller's name is ************* with order# **********************  At the bottom of the letter, it has Order Number: ***********.
  
  The letter states I owe $7.50 and the order was dated 1/10/2023 for comic books. My husband and I are in our 60's and we didn't order anything from this company. Please see letter attached below. I had to put block out their scanner QR Code in the letter in order to take the picture.

  Business Response

  Date: 01/21/2023

  Greetings,My name is Stephanie and I am one of the Team Leads of the Customer Experience Department here at TCGplayer.At this time, we see a chargeback claim has been opened with ******, so from here they would be able to provide the best assistance in this matter.**Concerning this TCGplayer account specifically:*** We have locked this account associated with your email to prevent future purchasesIt appears that your ****** account was published in one or more exploit lists from breaches of other websites. Generally, this happens when there is a vulnerability in a third-party site that results in your information being compromised. You can visit www.**************.com to check if any of your emails have been compromised.At this time, we recommend that you change *all* of your passwords to make sure these credentials are not in use on any other sites. When creating a password, we recommend the following tips to protect your account:* Create a password that can’t be guessed easily, and consider using password generators* Change your password every 30-60 days* Do not give your password to others* Do not share passwords among sites or accounts. Be sure to create a unique password every time!What we can do going forward:* You may continue pursuing this chargeback via ******, and pend its resolve.* You may drop this chargeback and contact Team TCGplayer to arrange for a return of the product and a refund.You may reach Team TCGplayer at: ************************************************At TCGplayer security is of utmost importance. Please feel free to contact us if you have any questions about this incident.Thank you,StephanieTeam TCGplayer

  Business Response

  Date: 01/24/2023

  After reviewing this situation, we found that the packing slip enclosed with this shipment was not a bill for payment due. This packing slip is an invoice showing the payment which was already processed for this order. However if you did not make this purchase, and this shipment was sent to you in error, we recommend marking the shipment as 'Return to Sender'.

  Customer Answer

  Date: 01/26/2023

  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 didn't receive any package from this company and didn't order anything from them.  Please close this case and please have this company remove my name from their list. Thank you
  
  ********** ********

• Initial Complaint

  Date:01/16/2023

  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.

  On 10/15/22 I ordered 2 mtg cards for $19.94. These cards never arrived. I contacted company on 11/13/22 when the cards did not arrive. They said they would be sending out replacement cards. Those cards never arrived either. I contacted them again on 12/20/22 asking for a refund. They said they could not refund because the cards have shipped. I never got the cards and I’m getting the run around. I’m done dealing with them.

  Business Response

  Date: 01/17/2023

  Hello, My name is Brittany and I am one of the Managers of the Customer Experience Department here at TCGplayer. We do apologize for the frustration this order has caused you. Reviewing the correspondence, I can see that one of our agents responded to your request on Jan. 16, 2023 at 2:44PM and have processed a full refund to your original payment method for the missing order, which depending on your financial institution could takes between 1-4 business days to be reflected on your account. Please let us know if you have any further questions or concerns. All the best, Brittany Team TCGplayer 

• Initial Complaint

  Date:01/04/2023

  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.

  Transaction Date 12/29/22
  Tracking Number received 12/31/22
  Two separate orders of $100 each, both completed same day and received tracking number for the same day. I paid for expedited shipping and so far my packages have not yet left the warehouse and customer service does not answer me. I had an email correspondence with someone for three emails before they stopped responding. Every other correspondence since has been automated. All I wanted to know when my expedited packages would ship considering I paid extra for it. I tried to cancel my packages but because they printed shipping labels for them already apparently they can’t cancel them and refund me till I send the packages back. At which point I wouldn’t cancel them. I would just like my items. Attached photo shows both order numbers and both tracking numbers, also attached are the **** tracking showing shipping labels have been printed but packages not received.

  Business Response

  Date: 01/05/2023

  Hello,  My name is Stephanie and I am a Lead with our TCGplayer Customer Experience team. We're sorry to hear there have been some issues with the shipping timeframe of your recent Direct orders.  I have pulled up both orders *********** and ***********, and have issued refunds for the expedited shipping. Please note depending on your banking institution it may take up to 4 business days for your refund to appear on your bank account.  Our apologies that these orders have not arrived just yet! I can confirm that we did ship the orders out on Dec 31st, but unfortunately, the **** can be a bit slow. It is also not uncommon for the **** to miss an acceptance scan or for tracking to update on the day of delivery, or when it reaches the post office near its final destination, which can create some additional confusion! As January 20th is the 15th business day, please let us know if the items do not turn up by the end of the day on this date. If the orders do not arrive in the expected delivery time frame of 15 business days, we will be happy to send you a replacement shipment if we have adequate stock or process a full refund if you would prefer. Best, Stephanie Team TCGplayer 

• Initial Complaint

  Date:01/04/2023

  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.

  I have fraud activity on my bank account from this company in the amount of, $546.11. They supposedly they provided my bank with documentation that has my name debit card information and my address. There is no IP address and there is no shipping address where the supposed products were shipped. The ***** and *** tracking numbers do not exist. I have filed a complaint with my local law-enforcement. 

  Business Response

  Date: 01/04/2023

  Our team looked into the issue and reached out via email to discuss and resolve the matter. 

  Customer Answer

  Date: 01/05/2023

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

• Initial Complaint

  Date:12/18/2022

  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.

  A week ago i was locked out of my tcgplayer account with no explanation, on the exact day i was supposed to collect payments. Since then ive contacted thru multiple emails, called customer support, everything i can to figure out why. All i get are the exact same generic responses stating they'll " get back to me in 24 hours". It's been almost 2 weeks and ive received no information as to why im kicked out or what i can do to fix it. I asked around and this seems to be common place with tcgplayer.com. i was told to file a complaint here in hopes it will get some assistance. They are literally stealing from Mr, i have over 800$ in orders locked in their site that i can't log in to. Please help

• Initial Complaint

  Date:12/17/2022

  Type:Delivery 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 December 4, 2022 I ordered 50 *** cards from TCG Player. (TCGPLAYER DIRECT # *********** see ****** email of original order) All the cards I ordered were from *** ********* *** expansion and no other.
  One of the cards I ordered was ******** ******. However, when I received my order, I discovered that I did not receive *** ********* *** ******** ****** card I had ordered. Instead TCG Player substituted a different card- a ******** ****** from a different expansion. I paid $1.06 for that part of the order. This is a bait and switch tactic.
  
  I tried to resolve the issue with TCG Player without success. On 121322 TCG Player admitted they had sent me the wrong card (****** email TCG Player – *******). TCG Player claimed that the reason I did not receive the correct item was either because I failed to select the proper item which is absurd (see 121722 email TCG Player *******). They make reference to something in their ordering system called “the Optimizer” which they admit can change the item ordered to another item than what was ordered. (121522 email TCG Player – *******). I was unaware of “the Optimizer” and did not use it.
  
  The dispute arises because TCG Player will not provide the correct item ordered or offer a refund unless I pay for the return of the wrong item.
  
  To resolve the dispute, TCG Player should send me the correct card. In the alternative, they must refund the price paid for the card I ordered but did not receive. If they want me to return the (wrong) card they sent as they state, they must bear the expense not me. The error, by their own admission, was made by them. To date, TCG Player has not made a reasonable attempt to resolve the dispute. 

  Business Response

  Date: 12/20/2022

  Team is actively working to resolve this incorrect item issues. Replacements have been shipped and customer should be receiving the item in question soon!  

  Customer Answer

  Date: 12/20/2022

  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 provided they actually send the replacement as promised. 
  
  Regards, 
  
  ******* ******* 

• Initial Complaint

  Date:12/15/2022

  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 started selling on tcgplayer within a week my account had got locked and I am not able to log in or receive my payments for the orders I have completed . I had shipped out my first two orders which the customers confirmed that they received the items . I reached out multiple times to their customer service and I don't get a response all I receive is the automated response saying they will be contacting me withing 24 hours but I get no answers

  Business Response

  Date: 12/21/2022

  Hello,Thank you for reaching out. My name is Stephanie, and I am a Team Lead on the 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.At this time, our Trust and Safety team have reached out and have been in correspondence as of Dec 20th, 2022. We take the security of our customers very seriously. After reviewing your account, the system automatically flagged your account as a security measure. As well, we have placed a hold on your payments while we continue to troubleshoot your account.Please continue to work with our Trust and Safety team. We appreciate your understanding and patience when selling with us, and we apologize once more for any concern or frustration.Best,StephanieTeam TCGplayer

  Customer Answer

  Date: 12/24/2022

  They responded the same thing to me through email 5 times . That response was an automated email response they have not given me a valid reason why my account has been flagged or if I will be receiving money for the orders I have shipped out to customers already 

  Business Response

  Date: 01/11/2023

  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.