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:11/03/2022

  Type:Sales and Advertising 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 sell trading cards on the TCGplayer website. They use a "buylist" format where a business or individual will requests a card for a specific price. I, as a seller, can view these prices and decide if I want to sell it at the requested price or not. These prices are also based on quality. They are (NM) Near Mint, (LP) Lightly played, (MP) Moderately Played, (HP) Heavily Played, (D) Damaged. (None of this is the problem)
  
  The issue is related to a policy they have in regards to discrepancies. A discrepancy (in regards to TCGplayer) is when a card is submitted by the seller at one quality and TCGplayer deems it another. Their policy allows you to choose 2 options: 1. Automatically Accept Any Adjustments 2. Automatically Reject Any Adjustments.
  
  The first option allows them to select another offer price at the adjusted quality. The second option has them send you the card back and shipping is charged to you(the seller).
  
  The problem I had is that I selected option 1, and they performed option 2 without my approval. They charged me shipping and sent me the card back when there is available requests at the adjusted quality. I requested a document for when this situation occurs and they could not provide me with any specific document pertaining to this situation. The document they sent me (And I will attach) does not say anything of this situation. They claim that they did not have any offers at that time, however I checked minutes after they completed my offer and there was availability.
  
  I would not have sold on their site if I would have known that there were cases where I would have to have a card returned to me even when they have, in place, a way to prevent that.
  
  I would like them to be clear with their customers and fix this policy. I don't want anyone else to have to deal with this. Especially when sellers aren't aware that they could be charge a fee.
  
  Attached is their policy and screen shots with my conversation with them. They could not give me a fair answer

  Business Response

  Date: 11/04/2022

  The quantities of cards being sought and prices listed as part of the trade-in process are set by individual sellers, not TCGplayer itself. These prices and availability may change rapidly as new offers are created, processed, and completed. When an offer is completed, our system will automatically attempt to re-price any incorrectly conditioned cards. However, if no stores are seeking the available condition at that time, they will be shipped back at the buyer's expense. Looking into this issue, I see that our team has directed you to many of our internal help files regarding the Trade-in Process. The full list of these articles which outline our policies can be found here:  ************************************************************************* Information regarding shipping back portions of an offer, in particular, can be found in our help file regarding payments and fees ******************************************************** This help file does include the following text: Fees Sometimes, when we review your Buylist Offer we may find a discrepancy about a card’s condition, quantity, or something else. If we need to ship these items back to you, you’ll be responsible for the shipping costs. Additional information about how that cost is calculated can be found here. We’ll try to debit your current Buylist Offer to pay for any shipping costs first, but if that’s not enough, we’ll debit your bank account on file. 

  Customer Answer

  Date: 11/07/2022

  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. Again, the response from the company does not detail the issue I have brought forth. They continue to say how they address the situation but not provide any documented proof on how it is done. They can provide plenty of links, but they cannot provide it, because it isn't there. It needs to be listed because if I would have known about it, I wouldn't have sold to them. That's the key indicator here. They withheld information that could have swayed my choice. I did not want any option for the cards to return to me. All, i want is from them to make their policy clear. Because it isn't. Because as of right now, If a Seller selects the option to automatically approve discrepancies and a card is listed as a discrepancy but no option is available for them to take then, then the Seller is charged a return fee. That is an unfair practice. That scenario is not listed in any of their documents and policies. Look only 2 things solve this for me. They change the policy to clearly state this or they don't charge the seller for the return fee. Only 2 things that make sense. 
  Regards,
  
  **** ******

  Customer Answer

  Date: 11/11/2022

  Better Business Bureau: If TCGplayer can provide where the following information is listed in either their Play Trade-in/Buylist Terms of Service or any document from their site, I will close this complaint: "Additionally, TCGplayer operates as an open marketplace, which is in constant flux. Whenever a player selects "Automatically Accept any Adjustments," our systems will automatically look for the best, open offer for discrepancies found at the time that your trade-in was processed. Unfortunately, when your trade in was processed by our team, there were no open offers for a Moderately Played Watery Grave (Borderless). When cards are rejected due to condition, we are not able to keep the cards so the product will be mailed back to the Player at their expense, as outlined in our Player Trade-In/Buylist Terms of Service." I have read and reviewed the document provided in their response and the above response is not there. I chose "Automatically Accept Any Adjustments" and they followed the rules for "Automatically Reject Any Adjustments". To me this a breach of their own TOS. Again, as I have stated previous, if this information was known, i would have not used the Buylist and even if I did, i would be able to visibly see how they were allowed to charge me for returning a card. This is not stated and is misleading to user's of this service. If they cannot provide this information, again, i am requesting that they either add this to their TOS or not charge for a return. Thank you, 
  
  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.
  Regards,
  
  **** ****** 

  Business Response

  Date: 11/16/2022

  Hello, This is a link to the Player Trade-In/Buylist Terms of Service* *********************************************************************************************** Information regarding fees associated with the Trade-In Program can be found under the heading PLAYER BUYLIST FEES "Should there be discrepancies due to condition, non-delivery of a product or for some other reason, then the Player is responsible for the cost of return shipping.  You authorize TCGplayer to deduct these shipping costs from either your Buylist Offer payment or your payment method on file." Under the section titled APPROVAL LOOP "When a Player's Buylist offer arrives at TCGplayer, it is processed for content and condition integrity.  We will proceed with processing your order based on your selection of "Automatically Accept Any Adjustments" and "Automatically Reject Any Adjustments". Should there be no discrepancies for card quantity and condition, the offer is approved and the initial locked-in pricing will apply, unless the offer has been received past the 10 day due date.  If there is a discrepancy due to condition, damage, incorrect set/printing or otherwise, TCGplayer will revise the offered prices for products that do not match our expected condition from the Buylist Offer.  Based on a Player's selected preferences, this revision will result in the Player having their offer approved at the new pricing if they have "Automatically Accept Any Adjustments" selected.  If the Player has selected "Automatically Reject Any Adjustments"  we will reject the products affected, and those products will be mailed back to the Player at the expense of the Player. The Player authorizes that TCGplayer can access their payment method to pay for any return shipping costs.  Please note that if you have selected "Automatically Accept Any Adjustments" you will waive the ability to have the adjusted cards returned to you. Should the Player's Buylist offer arrive later than 10 days from when it was created, TCGplayer will reprice the offer based on available Buylist market prices and proceed with the process outlined above.   TCGplayer reserves the right to reject any offer. Should the Player abandon any material via choice or due to shipping costs, the Player authorizes TCGplayer to assume ownership after 21 calendar days.When a Player's Buylist offer arrives at TCGplayer, it is processed for content and condition integrity.  We will proceed with processing your order based on your selection of "Automatically Accept Any Adjustments" and "Automatically Reject Any Adjustments". Should there be no discrepancies for card quantity and condition, the offer is approved and the initial locked-in pricing will apply, unless the offer has been received past the 10 day due date.  If there is a discrepancy due to condition, damage, incorrect set/printing or otherwise, TCGplayer will revise the offered prices for products that do not match our expected condition from the Buylist Offer.  Based on a Player's selected preferences, this revision will result in the Player having their offer approved at the new pricing if they have "Automatically Accept Any Adjustments" selected.  If the Player has selected "Automatically Reject Any Adjustments"  we will reject the products affected, and those products will be mailed back to the Player at the expense of the Player. The Player authorizes that TCGplayer can access their payment method to pay for any return shipping costs.  Please note that if you have selected "Automatically Accept Any Adjustments" you will waive the ability to have the adjusted cards returned to you." ---As the Buylist program is a service TCGplayer offers for Players to sell their cards to Stores, it is not purchasing these cards for its own inventory. These offers are dictated by Stores on the platform, and as such, TCGplayer does not dictate the pricing offers for any submitted Trade-In offer. If there are no available offers for any adjustments that have been made to the Trade-In Offer, TCGplayer does not have the capacity or space to hold onto any rejected cards and as such, and they are shipped back to the player at their own expense. I hope this information has assisted in clarifying your concerns. Thank you, Brittany Team TCGplayer

• Initial Complaint

  Date:10/31/2022

  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.

  On 10/31/22 my seller account was deactivated completely out of nowhere with no warning or reason. Prior to this happening I had been attempting to get all of my payments direct deposited into my bank account which would not go threw due to TcG Plauer receiving errors and the deposit getting declined. My payments got declined 3 times and I have been waiting to receive my payments from selling cards for over 2 weeks now (still haven’t received any payments). So since direct deposits clearly weren’t going threw to my bank account I decided to use my brothers account instead which we both have access too. After inputting the bank account info is when my account got deactivated. The only thing I can think of as to why my account got deactivated is possibly because I entered a bank account that is already in use by another seller account..? I don’t know, either way this whole situation is unfair and TCG player still owes me hundreds of dollars ($500 and something) yet have decided to deactivate my account and prohibit me from selling anymore or from receiving my payments. All I want is my account re activated and to finally have the money they owe me from selling my cards deposited into the bank account that I provided them. That’s it. I’ve been very patient for more then 2 weeks waiting for my payments, it’s money that I really need right now. I have 100% rating with no negative reviews yet they deactivate my account for simply trying to find a work around to receive my payments since depositing them into the original account clearly wasn’t working. I have emailed them multiple times but they seem to never respond (which is very very common from what I’ve read online). Please please help BBB!

  Business Response

  Date: 11/01/2022

  Hello,Thank you for reaching out.Regarding your account, it was temporarily deactivated as a security measure as our system detected shared financial information with two different accounts. This places your payments temporarily on hold. As our system infrastructure is not designed for one individual to have multiple accounts, we have since provided instructions as how we could resolve this. You have since responded to the resolutions provided, and we are actively working on completing this with you. Once the conflating accounts information is remedied, our Finance department will be actively working with you to ensure your payment information is up to date and is not at risk of bouncing, and will release the holds on the pending payments.All the best,Stephanie Team TCG player

• Initial Complaint

  Date:10/28/2022

  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 started selling on TCGplayer a little over a week ago. My account has a payment hold for no reason and I emailed about the issue on October 24th, 2022 and have still not gotten a response as to why it exists. I have sold about 60 dollars worth of cards (after TCGplayer fees) and I should have at least one order in the estimated payments section, but it tells me I have a hold instead. Can someone just remove the hold on my account or tell me how the payment system works? I have contacted other people that I bought cards from and they did not have the same issue when starting off.
  
  This problem really frustrates me because I feel as though my account was arbitrarily put on hold and most other companies no matter how small would have resolved the issue within 1 day. I understand that you may have lots of emails, but not even sending an automated follow up is pretty sad.

  Business Response

  Date: 10/31/2022

  Hello, Thank you for reaching out! We sincerely appreciate your business and apologize for any delay in response you have experienced. We have followed up via our message center to your initial outreach and are requesting more information at this time. Please review and we will continue to work together towards a resolution. Thank you, Stephanie Team TCGplayer 

  Customer Answer

  Date: 11/01/2022

  Better Business Bureau: The business emailed me and explained the issue. Not only that, they also seemed to solve the problem today which normally may have taken longer, so I am satisfied. 
  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:10/20/2022

  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.

  I had been selling my products on TCGplayer for approximately 1 week. On Saturday 10/15 that one of the items I had listed the item under the wrong set. I then emailed TCGplayer back to ask how to put the item under the correct set. I never received an email from them regarding my issue. I then looked online and saw multiple other sellers putting the same item up for sale on the same page. These sellers were Gold star sellers as so I made a new listing for the item. On Monday 10/17, I was informed that my account was deactivated over the issue reoccurrence. I then emailed back 10/ 17 explaining my confusion and that I now understand and will not place the item incorrectly again. I never received an email back. I then emailed them on on October 19 with no response. I have sent another email, messaged them on Facebook, and messaged them on twitter with no reply. I messaged Both *************** and ****************** After my 2nd listing was removed, I got back on and saw other listings that did the same thing I did and they have been up for multiple days. Overall I would like a reply. In an ideal situation my account would be reactivated. My funds for sold product were also frozen which came out to over $200. If I can get an actual contact with TCGplayer, I just want to sort everything out.

  Business Response

  Date: 10/24/2022

  Greetings, We have reviewed this situation regarding your incorrect listing and the subsequent locking of your account. Looking into this issue, we see that our team has stepped in to assist you in correcting the listing. Additionally, we have worked with you to reinstate your account and unfreeze any holds that were previously placed. Team TCGplayer

  Customer Answer

  Date: 10/24/2022

  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. They did reach out cleared things up and everything went smoothly.  Thank you!
  
  Regards,
  
  ********* *******  

• Initial Complaint

  Date:10/06/2022

  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 originally sent out my package on September 26. I paid for priority shipping which made the delivery date september 30, which it did arrive on time. My boyfriend sent a package out to the same company, at the same time, at the same post office, paid with the same debit card, same priority status, and it arrived to the company with no issue and a payment for the magic cards sent in has been issued, even though it still hasnt posted into his account. My tracking number was/is **********************. It clearly states that it arrived and was picked up. Upon contacting the company they say it still hasnt arrived and stated because they were sent in separate packages, one parcel, referencing mine, could still be lost in the mail. The value of the cards I was supposed to be receiving was 499. 82. Their website says upon arrival it may take up 72 hrs. for the cards to assessed and valued, then on Mondays and Thursdays payments are sent out, and once the payment is sent out it could take up to 4 business days to receive. My payment was supposed to be issued out on Monday, since the package arrived and was picked up on Friday, the 30th, and here we are Thursday, almost a week after they were picked up by this company still in the shipped status and the company refusing to admit what has occurred to my package, It states on their website if the cards are lost or past the deadline, the first offer, which again mine was 499.82 is paid in full.

  Business Response

  Date: 10/06/2022

  Hello, Thank you for contacting us. We would be happy to be of further assistance but could not find any messages in our system or associated with the offer in question. We will reach out to our fulfillment and shipping teams to help look further into this matter and will contact you back as soon as we have more information.  Thank you, Team TCGplayer 

  Customer Answer

  Date: 10/13/2022

  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 added all the attachments of correspondence I've had with the company since I have not got my payment yet since they're saying they don't know who I am or what not here all the messages I have from them clearly lying about everything I still to say have not received my money nor have my cards been admitted they've been picked up even though it clearly says that the post office they have been 
  Regards, 
  
  ********* **** 

• Initial Complaint

  Date:09/12/2022

  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.

  the transaction occured July 27th.
  1 amount paid the business $464.23
  2 the business commited to providing me my product order in 2 packages but delivered them in 19 only 3 with tracking this came at a cost of $70 Dollars the greater over option 2 which would have been chosen had tcgplayer not misrepresented the number of packages they could deliver my product
  3 the business did not meet expectation of two packages ordered and the majority of my product ordered had no tracking available again at the expense of cart option 2
  4 the business has not and will correct though having been contacted
  5 I have uploaded a recreation of the order as i was unaware that i would need to screenshot the original order
  6 i have a genuine belief that the statement of advertisement "fewest packages possible" in the first uploaded recreation should be upheld as a declaration of intent to honor number given in the cart selection process, and not a statement of protection allowing for consumer fraud and manipulation with the intent of driving additional traffic/income firsthand to tcgplayer thru inventory sales as well as generating additional revenue/profit sharing from vetted sellers. The evidence for this belief and claim comes from tcgplayer themselves listing the number of packages they can deliver them in the cart selection proccess. creating an expectation of service that should not be protected by " fewest packages possible" which amounts to nothing less than consumer fraud and manipulation

  Business Response

  Date: 09/14/2022

  Hello,Thank you for reaching out. We are sorry that ******* ***** did not have a good experience. They were sent the following information in regards to their initial concerns:  "If an order does not qualify for TCGplayer Direct it means we do not currently have that item in stock at our TCGplayer Direct HQ and will be fulfilled and shipped by the individual seller as they currently have it in their inventory (should you choose to purchase from that seller). Be sure you double check the "Details" notification at the very top of the page after optimizing to see which specific cards couldn't be optimized into your Direct package (blue) and perhaps placed in a non-Direct package (grey) or your "Saved for Later" cart! When you see that a seller/product is "Direct Qualified" that means that the card will be sent out from our Direct warehouse if we have it in stock. This means that the seller is part of the Direct program, and that they have the card listed for sale - our inventories may not perfectly align, as we do not control what items they list. It is not a guarantee as to the availability of that card from our warehouse prior to reaching the checkout screen (this is because our inventory is constantly changing with cards being sold and new cards being added all day!) so always be sure to double check your cart before submitting it, just in case something gets shuffled out of the Direct package." "The size of your cart and the amount of time from beginning to build to checking out may have also been a factor in the change of Direct availability due to the live market." Because we deal with a live market, there is a possibility that a cart's contents may not be available from the initial source selected or at all by the time the order is submitted/checked out. The screen shots provided in this claim are time stamped as 2 days after the order in question was placed and may not be an accurate reflection of our live inventory at the time of purchase.  Please let us know if we can be of any further assistance with this matter. Best, Team TCGplayer Best, Team TCGplayer 

  Customer Answer

  Date: 09/15/2022

  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. 
  
  1. The business advertises, how many packages that they will be able to offer you atthe cart optimizer selection (screen screenshot one of the recreated order). 2. TCG player does not disclose on screen 2 of order screens (Image 2 of uploadedimages" whom and which specific venders will be used for tcgdirect qualified thushelping to reinforcing the idea of how many packages you will be recieving. 2A. The same level of protection TCGPLAYER attempts to claim of with regards to thestatement "live service" also would invalidate the second screen duringcheckout(uploaded image 2) because that screen wont tell you wether or not a cardwill be shipped thru a vender or not as it is a "live service" and these screensare seconds apart during checkout 3. I have order hundreds upon hundreds, cards thru tcgplayer never having used thetcgplayer direct option. and never had this sever of an issue with order inventory.using dozen upon dozens of venders. all using live information just the same. 4. As this is a "live service" all venders are accountable to the same standard. only "tcgplayer direct" can perform this type of consumer fraud any other vender must refund if they can not make the order and are unable to manipulate the expectednumber of packages as TCGPLAYER has done and will always comunicate if there isanother option available to in an effort use the same vender. Example not 3 monthsprior i ordered 400 something ish cards and used option 2 of the cart optimizer andi was told i would recieve 33 packages...... i recieved all 33 none were out ofinventory and i was not sent extra packages and i got it 70dollars cheaper thanoption 1 that time as well. 5. I ordered these 2 packages and recieved the 19 in its place having not been toldproperly and by TCGPLAYERS own ADMITTANCE have no way of properly informing anorderer of the specific details until AFTER MONEY HAS BEEN PAID.6. THE RECREATED ORDER WAS AN EXACT REPLICA OF THE ORIGINAL ORDER MADE TWO DAYSAFTER ORIGINAL ORDER WAS PLACED WHERE I WAS GIVEN THE EXPECTATION OF 2 PACKAGES ANDRECIEVED 19. THIS RECREATED ORDER WAS GIVEN THE EXPECTATION OF 3 PACKAGES DURINGCHECKOUT ( IMAGE 1 OF UPLOADED IMAGES) AND WAS GIVEN 4 CARDS THAT WERE NOT AVAILABLEIN INVENTORY AND MUST USE TCGPLAYER DIRECT(image 2). THERE IS NO CONFLICT WITHINTHESE TWO SCREENS THAT MY GREATER THAN 400 DOLLAR ORDER WOULD RECIEVE ANY GREATERTHAN 3 PACKAGES LET ALONE 2 JUST LIKE MY PREVIOUS ORDER HAD NO CONFLICTING REDFLAGS..... EVEN THO THIS WAS 2 DAYS AFTER THE ORIGNAL ORDER WAS PLACED IN WHICH IWAS GIVEN 19 PACKAGES AND HAD MORE THAN 8 CARDS REMOVED FROM THE ORDER ALL TOGETHER.This expecation 0f 3 packages given my prior experience and knowledge of my previousorder is NOT TRUE. BUT CAN NOT VALIDATED UNTIL AFTER MONEY IS ALREADY PAID.7. I paid 70 the greater for 2 packages and recieved 19 what has amounted is nothingless than consumer fraud and i will want a refund of the difference between thecarts because if TCGPLAYER WERE NOT ALLOWED TO COMMIT THIS FRAUD i would have neverorder thru option 1 of the order screen (TCGPLAYER DIRECT). I also formally requestthat TCGPLAYER BE FORCED TO REMOVE THE NUMBER OF PACKAGES SPECIFIED AT THE CARTOPTIMZER SCREEN TO NO LONGER BE ABLE TO MANIPULATE CONSUMERS INTO PLACING AN ORDERWITH AN EXPECTATION OF THE NUMBER OF PACKAGES THAT BY THEIR OWN ADMITTANCE CAN NOTLIVE UP TO. Which formally amounts to nothing less than consumer fraud. if theyremove the number of packages from option 1 in the cart optimizer order screen(uploaded image 1) then they have all the protection that they claim becauseregardless of how many packages you recieve it should be the fewest number possibleand they are not falsey advertising a service expection in the number of packagesthat they can not live up to by their own admittance 
  Regards, 
  
  ******* ***** 

• Initial Complaint

  Date:09/11/2022

  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.

  I tried using their trade in program for the first time. I made sure to send it out express and had tracking on it so I could monitor when they received it. On the site it had delivered 9/1, I then a day after sent a message via email as they don't accept phone calls for some odd reason. I was assured we will process it when we receive it. I check this every single day after on their site nothing changes. That next week I sent messages just to see if they had any idea on it or were processing it, nothing just same rehash of we'll process it when we receive it. Today they officially marked it as expired, and I sent an email in no replies as of yet. The worst part is it wasn't even an expensive card. Imagine if it was near 100 dollars or more just to be missing or lost. Mind you this is around 10 days after sending the card express. This will be the first and last time I ever use this process.

  Business Response

  Date: 09/14/2022

  Hello, Thank you for reaching out to us. We are sorry that **** ***** did not have a good experience. Our Trade in program is an "at your own risk" program. Per our Terms of Service:"The Player waives the ability to win any disputes if the package does not arrive or is damaged during shipment to TCGplayer. The Player accepts that TCGplayer is not at fault for any shipments lost on route to TCGplayer. It is the duty of the Player to ensure safe arrival of their Buylist Offer."The offer in question did not make it to our facility. We did encourage **** ***** to contact the shipping company to open a claim to assist with locating the package or for more insight into what may have happened. We understand the frustration that something like this can cause and added the expected amount in site credit to their account as a one time courtesy on 9/13/2022Please let us know if there is anything further that we can assist you with.Best,Team TCGplayer

  Customer Answer

  Date: 09/14/2022

  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:08/22/2022

  Type:Sales and Advertising 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.

  8/20/2022 was the date. TCGPLAYER.COM is a website that allows for people to purchase you cards or vis versa, which tcgplayer.com acting as a POS system. On the buyers side, it allows for customers to order as many items as they want for 1 flat shipping fee. However, me being a seller is not informed of this. Seller are under the impression that all cards are charged this shipping fee which is false advertisement. This is not outlined in their Terms of Service at any point and is only sent to you once you file a complaint. They will then acknowledge this complaint with a hyperlink to shipping on the buyers side, that sellers don't see unless they go to make a purchase. Which as a seller is very rare. This is done to promote more volume being moved on thier side, in order to obtain their middleman fee. It isn't too the benefit of people using their website and isn't outlined as a possibility until you have the issue.

  Business Response

  Date: 08/24/2022

  Hello,We are very sorry for any frustration or confusion the customer has experienced. We do have a section in our help files dedicated shipping and helping sellers choose the best settings to fit their needs. On Monday 8/22/22 we did respond to the customer's concerns with a message containing links to some of these help files as well as the following information:"Please be mindful when setting your Shipping Cost amounts per size category, no matter how many items a customer adds to their cart of varying sizes, they will only be charged one shipping fee for the transaction.  TCGplayer allows you to be competitive on pricing, however there will be times where the Shipping Cost you collect on an order is less than the expense of shipping the product. You may need to increase the price of your items or your shipping Cost for each size category."Please let us know if we can be of any further assistance with this matter.Best,Team TCGplayer

• Initial Complaint

  Date:07/30/2022

  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.

  On 7/22/2022, I ordered a card from this site for $81.18 total. The seller provided a bogus tracking number. I contacted the seller who claimed they would look into it. Have not heard anything since. TCGPlayer claims I have to wait 15 days and refuses to do anything. This is not the first issue I have had with this site. In a very short time buying from the site, this is the 3rd or 4th problem I have had. My order number with the site is ********-******-***** for this order. Thank you for any and all help!

  Business Response

  Date: 08/01/2022

  Thank you for contacting us. We do allow 15 business days for orders to arrive. When looking into the order we saw that the tracking is showing appropriate movement and is currently advising that the current estimated delivery date is August 2nd, however please be advised that the 15th day for this order's delivery cycle is August 12th. If the order does not arrive by the end of the 15th business and we would be happy to step in and assist with the resolution process per our policies and Buyer Safeguard. Thank you, Team TCGplayer