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:12/12/2022

  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 ordered about $25 dollars worth of merchandise and only about half of it showed up. There was no order number so I can't get a refund because their system never recorded an order number. I have never had an issue like this before from TCG Player but this makes me want to NEVER order from them again.

  Business Response

  Date: 12/14/2022

  Greetings, Thank you for reaching out. If you are having trouble with your account or a recent order, we recommend contacting our team directly for assistance. You can find our help module here:************************************************Thanks,Pat Team TCGplayer

• Initial Complaint

  Date:12/10/2022

  Type:Customer Service 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.

  To whom it may concern,
  I recently attempted to make a seller account on TCGPlayer. After changing my personal information on the site on November 2, 2022. My account was locked. I received an email stating my account was flagged for fraud and there's nothing that can be done. Upon inquiring about a timeframe on which my account could be reinstated - I just received the same generic email with no resolution. I then tried to delete my information from the system and recreated another account. Associated email *********************** and after my 1st transaction my account was locked again on the same basis (Nov 20, 2022). I've received emails stating the matter will be sent to a manager but still receive a generic email as a response. All of my support tickets have received the same literal response. I've offered to send a picture of my driver's license and a photo picture of myself with a timestamp to prove authenticity of owning the account. I've also inquired about how to prevent this issue in the future and what would be the best way to rectify this situation. I'm just seeking a solution to reinstate my seller account. Support tickets* ********* * ************** * ********* * ************** Thank you in advance for your help.
  Sincerely, ******* ****** *******

  Business Response

  Date: 12/13/2022

  Hello, My name is Brittany and I am one of the Managers of the Customer Experience Department here at TCGplayer. I would like to apologize for any frustration these account issues has caused you! After reviewing all the correspondences, I can see that one of our agents has reached out to you recently with the necessary steps to move forward with resolving this issue. We would ask that you continue working with them so that we can hopefully get this matter solved! Please let us know if you have any further questions or concerns. All the best, Brittany Team TCGplayer

  Customer Answer

  Date: 12/18/2022

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

• Initial Complaint

  Date:12/08/2022

  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 been selling on **** and ****** for well over 5 years and more recently on TCGPlayer. I have had the account reinstated due to inactivity and recently had a sale for a case of a product for $500+. This product was acquired through distribution, completely traceable with receipts. I shipped the item the next day with signature confirmation and the buyer ultimately gave me a positive rating but I found my account suspended. I reach out to customer service and it takes them 11 days to state that my account has been flagged for fraudulent activity without no explanation in how to rectify the situation. My address or any other information has not changed ever since I opened that TCGPlayer account back in 2020. Even my buyer account, I have regularly used as recently as 2 weeks ago. I am even subscribed to the membership program. There's not even a phone number to explain this situation and now I am out of $500 which includes my cost for the product itself! It is honestly concerning how TCGPlayer can just outright suspend you and take your money without any reasonable explanation or any recourse in how to reinstate the account or even withdraw it. PLEASE ADVISE!!!

  Business Response

  Date: 12/28/2022

  Hello, My name is Stephanie, and I am a Team TCGplayer Lead on our Customer Experience team. A recent order had raised some concern due to atypical pricing based on account history, and we wanted to be sure no fraudulent activity had occurred. I can see this order was placed successfully and the Buyer provided 5-Star Feedback. As well, no further activity has been outside the typical. After a thorough review with our Trust and Safety and Management teams, we have moved forward in lifting the payment hold on your account and reactivating your Seller account.  Please review your Seller dashboard and the Payments tab for the upcoming payment scheduled. We sincerely apologize for any frustration and inconvenience. We're always working on new strategies and taking precautions to ensure the safety of our customers, so we really appreciate your patience. We are here to support you and value your business. We will continue to make changes as needed to support all on the TCGplayer platform. 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.  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,StephanieTeam TCGplayer

• Initial Complaint

  Date:12/05/2022

  Type:Sales and Advertising 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 as a brand new seller who hadn't even made a sale yet, had my account put under review for 2 weeks, I've been pending a response from TCGPlayer, but got no emails, or notices on why my account was under review. As a buyer I've done a fair amount of business with them and had no real issues, but as a seller it's been an extremely poor experience.
  
  Since my seller account was put under review, I lost quite a bit of money in potential sales as prices have dropped on several products, thats the biggest issue. Lost potential profit, and no information as to why.

  Business Response

  Date: 12/09/2022

  Greetings, I have reviewed this situation and I see that one of our specialists has been assisting you in reactivating your seller account. I see that our system had automatically flagged your account during a normal review process. Looking into this issue, I see that the holds on your account have been removed and you should be all set.  Thanks, Pat Team TCGPlayer 

  Customer Answer

  Date: 12/09/2022

  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.  
  
  Regards, 
  
  **** **** 

• Initial Complaint

  Date:11/17/2022

  Type:Customer Service 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.

  So, I am having catastrophic disaster with this company. About two weeks ago I am an accountant on TCGPLAYER as a seller. I was initially put on hold and after the hold had disappeared I had shipped some items. I had shipped put about $600 worth of cards. After they were shipped I got another account hold saying I had enter my tax info. I did so and got my account placed on old and they don't want to pay me for my sold cards. I have contacted customer service 5 times and a person by the name Kylo is absolutely, the worst person you will ever meet. Completely does not care to help you. Still waiting for am answer. The worst part about is they are also keeping their customer waiting as I have more pending orders that I am hesitant to ship out as I think TCGPLAYER might be scammers. They don't care you are losing money or their sellers or buyers. Everyone beware!

  Business Response

  Date: 11/17/2022

  User was on hold due to an automated system check and was reactivated once security checks were verified.  

  Customer Answer

  Date: 11/18/2022

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

• Initial Complaint

  Date:11/14/2022

  Type:Product 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 the card sold to me verified at a local card shop, they said it was fake. I followed their return policy and sent the card into them. My tracking number is **********************. Their policy said I should receive a refund in 4 business days. It was delivered on the 31st of October, and today is November the 14th and I still haven't received my refund. I tried reaching out to them 3-5 times and they never responded. This is my order number **********************

  Business Response

  Date: 11/15/2022

  Hello, Thank you for reaching Team TCGplayer! My name is Stephanie, and I am a Lead with our Customer Experience team We are deeply apologetic for any delay experienced. We have followed up with you via our open correspondence and have resolved this issue. Order ********************* has been refunded, and this will reflect back to your original payment method within 4 business days.  Please follow up with us via our open correspondence 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 
  Best, Stephanie Team TCGplayer 

  Customer Answer

  Date: 11/16/2022

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

• Initial Complaint

  Date:11/14/2022

  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 started selling on TCGplayer about a month ago and everything was going great. I shipped on time, followed ToS, received no complaints from customers, got my payouts and was on my way to build up my sales record. During the week of 10/30/2022 - 11/6/2022 I was going out of town on vacation with my family so I "hid" my inventory temporarily to prevent customers from purchasing while I was gone, unable to ship and causing undue frustration. Upon my return on 11/7/2022 I tried to re-enable my inventory to resume sales but I was met with an error message telling me that my account was deactivated and to contact support. I was a little confused because I had received NO WARNING OR COMMUNICATION from tcgplayer.com telling me that there was a problem or that I did something wrong. In fact, while I was away I received an email congratulating me on reaching the next "seller level". I immediately emailed them to resolve this and received a quick (8 hours later) "we're forwarding your request to the verification team" message from support. Two days later, I had received no response so I again appealed to support but they remain silent to this day. It has now been a full week and I would like to resume doing business ASAP. I have read other horror stories where people went months without resolution and I can't afford to wait this long. I hate to come here and file a complaint for something that could be easily resolved with a 10 minute phone call or at least some timely email communication by their team but it seems that they don't offer any other options.

  Business Response

  Date: 11/17/2022

  Greetings, Unfortunately, we do not currently utilize phones for our customer service. We primarily operate via email to best serve you in a timely manner in case we need multiple team members to help answer all of your questions and this does allow us time to gather all of the responses and provide them to you quickly. As this issue did involve multiple teams, additional time was needed before responding and resolving this issue.  However, I see that as of 11/16 the hold has been removed from your account and this issue has been resolved.  Thanks, Pat Team TCGplayer

• Initial Complaint

  Date:11/14/2022

  Type:Customer Service 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.

  My TCG Seller account has been disabled for a month now as of writing this, November 14th, 2022.
  I have emailed TCG Player on multiple occasions about this issue. The first being on October 14th, the second being October 19th, and the third being October 30th. Inbetween these emails, i have also utilized the automated system on thier website that claims to email TCG on my behalf.
  
  I have gotten two responses in this entire timeframe. The first response was on October 18th, assuring me that the issue is being looked into. The second response was on November 6th, stating that they would 'forward my message' to management.
  
  I have funds tied up waiting to go into my account as a result of this happening as well.
  
  In the past my account has gotten disabled for various reasons and I was recieving emails from the TCG team almost daily to resolve my issue, however this time they have been radio silent as to the cause or reason to my seller account being disabled.

  Business Response

  Date: 11/17/2022

  Greetings, Thank you for reaching out regarding this issue. I see that there were a number of holds set in place throughout the account approval process. We apologize for the trouble this has caused. However, I have reviewed this situation and I see that the hold has been removed from your account and this issue is resolved. Thanks, Pat Team TCGplayer

  Customer Answer

  Date: 11/17/2022

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

• Initial Complaint

  Date:11/13/2022

  Type:Customer Service 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 am a new seller on TCGPlayer and am currently dealing with multiple issues. The first issue is that I am missing 4 payments from selling on their website. I have submitted a ticket for this issue twice the first being Request#******* which began on Oct 27th with Naomi. I was told that the issue was being passed on to the finance team and the request was then closed. I still have not heard from the finance team regarding this ticket. The second issue is that my seller account was deactivated. I submitted a ticket for this issue twice as well the first being Request#******* which began on Nov 2nd with Stephanie. I was told that my account was deactivated by mistake and that it was reactivated. I messaged back as my account had not been reactivated and was told that the issue was being passed on to the support analyst team. I still have not heard from the support analyst team. in addition to these two tickets I submitted another ticket for each issue on Nov 9th one being Request#******* and the other being Request#*******. I am unsure which ticket is for which issue as I have not received a response on either of them and am therefore unable to see any info besides the initial thank you for contacting us email. All I would like is a little better communication instead of feeling like ive been ignored for 2 1/2 weeks

  Business Response

  Date: 11/16/2022

  Hello, Thank you for reaching Team TCGplayer. My name is Stephanie, and I am a Lead on the Customer Experience team. We apologize for the issues regarding your account activation, and Seller payments. Let's review for further resolution. On Nov 15th, our Support Analyst team member Monica was able to assist in Activating your account, and this issue has been resolved. At this time, your inventory is hidden. Please be sure to double-check your current inventory and update it if needed. You may then go Live from your Inventory tab by choosing from the upper-right "[Edit]" and agreeing to going Live. In review of payments, we see payments ranging from Oct 17th through Oct 27th are pending; we will reach out directly to continue assistance with this, and thank you for your patience in this matter. Best, Stephanie Team TCGplayer

• Initial Complaint

  Date:11/06/2022

  Type:Product 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 customer of TCGPlayer for many years. I bought and sold ***** the gathering cards through their website, to and from other buyers and sellers. That is their service. Approximately 4-6 weeks ago, their software "locked" me from making a purchase. So I emailed them to investigate the matter.
  
  I was told that I had two emails attached to my account and that they do not allow for this and that is why their software flagged my account. They asked if I had two accounts. I explained that in the week prior that I had logged into their website as a guest (which their site allows one to do) and I bought myself a TCG gift card with a pre-paid Visa gift card that I had. Essentially converting the Visa card into TCG credit.
  
  The representative named Squid said that was fine, to not make gift card purchases in large amounts to myself in the future or the system might flag it as suspicious. Squid said he unlocked my payment and my account should be good to go, but when I went to make a purchase, it was still locked. Squid and I went back and forth for two weeks straight, exchanging emails. Him saying the account was unlocked; me saying no, it's not, I can't make a purchase. Each time, it taking him a day and a half to reply to each of my emails.
  
  Of course, my patients were starting to wear quite thin after so many emails and so much time spent and of getting absolutely nowhere. I asked to speak to a manager. So Squid stopped replying to my emails altogether. I started a new complaint with a new rep, named Vincent, and he turned the issue over to Squid and the issue went silent again.
  
  Now, instead of solving the issue, they have deleted my account without communication or explanation. I had over $21.00 (odd change) in store credit from product that I purchased, that I had never received from their sellers, sitting in my account that they would not let me spend, that they would not refund to my card and now they have stolen it from me.

  Business Response

  Date: 11/16/2022

  Hello, My name is Brittany and I am one of the Managers of the Customer Experience Department here at TCGplayer. After reviewing the message threads between you and our agents, I can see that you agreed to have your secondary guest account purged from the site, as our site does not allow for multiple accounts to share the same information as a security measure. Looking at your primary account account, I can see that it is currently active and has no holds or blocks that would stop you from making a purchase on the site. Your store credit balance was also refunded after the last failed transaction, so that is also accessible via your account. We do apologize for any frustration this may have caused you. All the best, Brittany Team TCGplayer 

  Business Response

  Date: 11/19/2022

  Greetings, My name is Pat and I am one of the Team Leads of the Customer Experience Department here at TCGplayer. I have looked further into this issue further and I see that our team has taken additional steps to assist in clearing up this issue. You should be all set to make a new purchase, without any complications. Please keep in mind that using services such as a VPN while browsing and shopping may cause complications and cause your purchase to be rejected and refunded.  I apologize for the trouble this has caused, but we take the security of our buyers and sellers very seriously. Going forward, we advise against opening multiple support tickets, as this may cause confusion for our team when attempting to sort through all the points of contact regarding an issue.  Thanks, Pat Team TCGplayer

  Customer Answer

  Date: 11/23/2022

  Better Business Bureau and TCG:   Thank you for FINALLY resolving this matter. I was finally able to use my store credit today. I really should not have had to contact the BBB over this issue.   I just want to make note of something that TCG claimed in regards to my VPN usage in their last reply. I don't even know what VPN is, I had to look it up and educate myself. I've been using the same PC, browser, router, IP for years without previous issues. I tried numerous times to make purchases through my phone, using the TCG app as well as my PC, and always got the same rejection/refund. So, I am confused as to what you are referring to when you appear to be claiming the issue was somehow a result of my own doing.   Also, your suggestion that I not open multiple tickets in regards to an issue is certainly an obvious one. Though, Squid decided he didn't want to solve my issue and decided to ignore my emails and they left me no choice but to open a new ticket with someone else. Vincent, whom I opened a new ticket with, after I explained my whole situation to, did the same exact thing to me. Completely ignored. Since, your management hides behind your customer service reps and your customers cannot reach them directly and you provide no telephone for which to contact you. I was left with no other choice, but to keep opening new tickets with your robot to try and get my matter resolved. Because I was ignored each and every time, I was left with no other choice, but to contact the BBB. If your company operated in a more customer friendly, respectable way, this could have all been easily avoided. 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Regards, 
  
  ***** *****