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:05/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made 3 transactions today
  1. $4.94
  2. $4.94
  3. $44.03
  I had used my ****** account to pay for these 3 transactions and the 44.03 I had paid 40.16 on ****** and 3.87 on my girlfriends debit card. I submitted the order for the 44.03 and my girlfriend said she got two extra charges on her account
  1. $40.16 and 2. $41.81
  First of all I didn't even spend that much on my 3 orders today and second I only charged 3.87 on her card I don't know how it happened but Noone is there to help no customer service and I had to talk to ai chat and email which is absurd I want this taken care of asap I uploaded screenshots of the charges on her account as well as my 3 emails and charges for my 3 purchases and lastly none of the charges I made equaled either unauthorized charge on her account im seriously fuming right now. I need this refunded immediately.

  Business Response

  Date: 05/23/2025

  I apologize that there appears to be multiple charges on your statement. I can assure you that the charge is already in a refunded state. Each time an order is attempted to be submitted, a temporary hold (Authorization) for the total amount of the order is issued with your credit/debit card company. Even if the order goes through successfully, sometimes the credit card companies take a few days to release the initial Authorization hold. Unfortunately, each credit/debit card company has their own internal processes for returning this temporary hold. Some credit/debit card companies will credit it back immediately while others can take up to 3 - 5 business days to issue a credit.  If you are having additional difficulties, we recommend contacting our customer service team, or your bank regarding these pending charges.  

  Customer Answer

  Date: 05/23/2025

  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:05/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was having a dispute with a buyer regarding the condition of a card.
  My listing included a description of the card as well as a photo of the card condition. Within TCGPlayer's refund policy, a seller has the right to deny a refund on listings with photos.
  
  It was clear that this buyer intended to resell the card he was purchasing from me. It was also clear that he did not review the listing and did not realize the actual condition the card was in. He then attempted to claim the card was damaged when it was listed as moderately played. Essentially, he came to the conclusion he wouldn't be able to make a profit from reselling the card. He admitted all of this through message exchanges we had on the website.
  
  I reached out to TCGPlayer for assistance with resolving this issue because I did not want to issue the refund and I was looking for their guidance. They were very slow to respond and by the time I was able to get ahold of anyone from their team, the buyer had become disgruntled and was threatening negative feedback if I made them wait for TCGPlayer to get involved. I ultimately decided to move forward with the refund to avoid the negative feedback since I currently have 100% positive feedback.
  
  A day later, my account was deactivated and my pending payments frozen without any warning or indication as to why. I have reached out to TCGPlayer through different avenues and have not received any response from them. This is very disturbing and disappointing.
  
  I am simply looking for a resolution to this situation as well as an explanation as to why my account was deactivated. I am also looking to appeal this decision and speak to an actual living human who works for this organization.

  Business Response

  Date: 05/14/2025

  I have reviewed this case and I see that your account was temporarily deactivated due to a Community Guidelines Violation. As you have agreed to the TCGplayer terms of use, your account has been unlocked. 
  
  I also see that there is an open ticket regarding the condition claim. We recommend continuing to work with our customer service team to resolve this issue.  

  Customer Answer

  Date: 05/14/2025

  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:05/05/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Premium Booster - The Best - Booster Box for One Piece and instead got ******** in the *** ***** One Piece Booster box. The price I paid was roughly $280 before tax and received a product that is $185.00 market price. I have made several attempts to reach out to TCGPlayer to try and get this rectified through a customer service ticket and email and have not gotten a resolution or follow up email at all. My ticket was also closed without any follow up. It is important to mention that my account was locked by TCGPlayer due to their system flagging my account due to suspicious activity. I had to use my girlfriends email as a guest checkout since I couldn't access my account. They also won't assist me with unlocking my account.
  The time I have wasted in trying to reach out directly to the TCGPlayer with no assistance or notification of any closed or cancel tickets or within the ticket for that matter should be compensated with the incorrectly delivered package.
  Once I found out that the tickets I had submitted had been closed with no follow up or notification, I decided to move forward with disputing the charges immediately. The case ID associated with my ****** dispute is *******************

  Business Response

  Date: 05/07/2025

  Thank you for your patience with this matter.  Please note that as a safeguard against compromised accounts you will be unable to make further orders until this issue is resolved. Unfortunately, once a dispute has been opened our ability to provide refunds is affected. You’ll need to drop the dispute in order to reach a resolution on this order. In the meantime, I was able to look further into your account and based on trends, information, and activity associated with your account, our fraud system has locked it and we are unfortunately unable to move forward with unlocking it at this time. We apologize for any frustration that this has caused. 

  Customer Answer

  Date: 05/07/2025

  Thank you for your prompt response in this matter. Attached to this, I have attached a screenshot that my dispute with ****** has been canceled and I have informed them that I am working with BBB and TCGPlayer to resolve this matter. Regarding the account issue, it wasn't getting it unlocked but that the representative failed to initiate any action to verify if it was me to get the account unlocked. If there is a certain period of days I have to wait before I can be verified, that should be notified to me so that I know what timeframe to expect. I still plan to use TCGPlayer services afterwards but I need to know what is expected with me and correct steps to verify me. My biggest concern and the reason for the complaint ticket filed to BBB against TCGPlayer was that I made an order (*********************) and when that order came in with the wrong product, I submitted a ticket through Hobbie, your AI bot to get follow-up assistance. This order was made through my girlfriend's account ***********************) due to my account being locked. When I checked on the status of the ticket with Hobbie afterwards, it stated that my ticket was closed. My girlfriend's email did not get any notification nor did my own when I reached out to ******************* on the reason why my ticket was closed. That is not resolution, that is poor quality of service.This reflects, not only, that TCGPlayer does not care about their users, that it doesn't care to provide a quality of service to assist their uses. Please review the order number as provided and get back to me at your earliest convenience. For resolution, I am either looking to have the correct product sent to me or have the original form of payment that was used in the order refunded. I am willing to send back the incorrectly delivered item as long as a return label is provided. I am willing to work with you on getting this issue resolved, I just wish it didn't have to take a complaint from the Better Business Bureau to have it addressed. If you need any additional information, please let me know!
  Thank you,
  *** *****

  Business Response

  Date: 05/11/2025

  TCGplayer has initiated an account lock on the individual and we are unable at this time to provide details on if/when we can unlock it. A discrepancy was noted regarding the buyer's purchasing history during our regular review process. If a final determination is made to unlock the buyer's account we will contact them with more information. I can confirm at this stage we have not closed their request but are waiting to reply until we have more information. Best Team TCGplayer 

  Customer Answer

  Date: 05/12/2025

  Again you are dismissing what I am telling you. This issue is no longer about my account being unlocked, it is about me receiving the wrong product using my girlfriends email for a guest checkout DUE TO MY ACCOUNT BEING LOCKED. It is clear that I am not talking to a live person as they're not addressing the actual concern which I outlined in my last response to you. I will be disputing my charges and taking action on my own. TCGPlayer needs to rework how their service to their customer lies as it is clear it is automated and does not value their customers. 
   

• Initial Complaint

  Date:05/03/2025

  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 am a small seller on TCGplayer.com, an online marketplace for trading card products (now owned by ****). I have experienced what I believe to be unfair and deceptive business practices including:
  1. Enforcement of unwritten or undisclosed seller policies (e.g., communication timelines, refund restrictions).
  2. Inconsistent moderation of customer reviews, including the refusal to remove a defamatory comment (“scummy”), despite posted community standards prohibiting unkind language.
  3. Apparent suppression of my account activity—no sales for over a week—after escalating concerns to management, with no communication or explanation.
  4. Refusal to respond to multiple formal support requests and written communications requesting documentation, transparency, or resolution.
  
  These actions have had a direct and negative impact on my income and violate what I understand to be protections under 15 U.S. Code § 45, which prohibits unfair or deceptive practices in commerce. 

  Business Response

  Date: 05/07/2025

  The full terms of the TCGplayer Marketplace Seller Agreement which govern all seller accounts can be found here: ******************************************************-Marketplace-Seller-Agreement I see that part of this issue stems from an order placed with your storefront being refunded after a card spiked in price.  As per the SELLER RESTRICTIONS section of the Marketplace Seller Agreement:  Sellers are required to sell items at the price they listed to customers. By listing an item in the Marketplace you agree that you have the right to sell the item, the item is in your possession and that your description provided in your listing is complete and accurate.  If you are having any difficulties with your account, we recommend working with our customer service team to resolve any issues.  

  Customer Answer

  Date: 05/07/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  A right to sell means I have a right to not sell as well. My issues stem on three things:  First, the following is a list of reasons given to me that are NOT explicitly stated on any of the Terms of Service for cancellations of orders. I have requested this list explicitly. The terms are vague, and uphold standards like this when not stated is unreasonable. ”Sellers may **NOT** refund orders for the following reasons:  Flat Fee Shipping Rates -- 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. When a customer adds both a Small and Large item to their cart from your store, only the Large Shipping Cost is applied. When a Buyer adds only Small items to their cart (like single cards), no matter the amount of items, only your Small Shipping Cost is applied. Shipping Rates are entirely determined by your store and you may not cancel orders based on our Flat Fee Shipping rate policies.  Incorrect or Can't Locate Inventory -- Sellers are required to sell items at the price they listed to customers. By listing an item in the Marketplace you agree that you have the right to sell the item, the item is in your possession and that your description provided in your listing is complete and accurate. Sellers are not allowed to drop ship or sell items they do not physically possess. Price of an item has changed -- canceling an order to re-list an item at a higher price.  Price incorrectly entered by the Seller -- canceling an order due to a pricing error you have made during entry is not appropriate. In a case where you have entered the product pricing incorrectly you should be honoring the sale and shipping the order to the customer regardless of the pricing error. The item was listed as Pre-sale item but the Seller did not receive the expected stock, in a case like this you should be obtaining the item from another Seller on TCGplayer and have it shipped to the Buyer, *not* canceling the order. Discriminatory Policies -- refusing to sell to someone based on prior purchases, based on geographic location, based on name, etc. Fear of the Buyer being fraudulent -- for domestic orders you are 100% protected against Credit Card Fraud on our site, when you follow the shipping guidelines. Please keep in mind that for international orders, you are shipping at your own risk. ”   Second, I had asked for feedback to be removed due to blatantly going against the vague community standards. Found here: *******************************************************TCGplayer-Community-Guidelines. The review calls my choices, and by extension, me “scummy.” Yet it was refused.  Third, I have since closed the shop on the website, but for the week it was open after escalating my problem through the proper channels, sales coincidentally stopped. When I brought it up, they, again, suspiciously started again. As this was not the first negative review I had received this was strange. This did not happen last time. So either, some algorithm was exponentially slowing sales or the new, against community standards, review had an impact on sales. 
  Regards, 
  
  ***** ***

  Business Response

  Date: 05/11/2025

  TCGplayer has officially denied the removal of the negative feedback associated with Marketplace Order#*********************. As per the SELLER RESTRICTIONS section of the Marketplace Seller Agreement: "Sellers are required to sell items at the price they listed to customers. By listing an item in the Marketplace you agree that you have the right to sell the item, the item is in your possession and that your description provided in your listing is complete and accurate." The seller has confirmed the reason the order in question was cancelled was due to a price value increase of the orders contents. They have since been escalated to our management team and are advised to reply to us further if they have any additional questions. Best Team TCGplayer 

  Customer Answer

  Date: 05/12/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  If you read through the messages carefully, you see that it was not due to the price increase, but due to rule changes from ****. I did not post it to resale at a higher price.  Again, the feedback given by the customer IS against TCG community standards. TCG has yet to address that. The rules are very vague on their website, but clearly states “if it’s not nice don’t say it.” That posted statement is enough for removal of the feedback which includes an insult. 
  
  Regards, 
  
  ***** ***

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been selling on their platform for a while now. I admit I have had issues with notifications and keeping up with sales due to lack of notifications. I have been checking more frequently to make them happy. I had another issue with their scanner app, it scanned a card I do not own and added it to my inventory without me noticing. I tried to contact the buyer and let them know before I ship any items that I do not have one of the cards they ordered due to the scanner issue. I didn't get any notification until a few days later. At that point, I refunded the buyer as that's what the company would do in that situation. Then I find out they deactivated my inventory again because I was waiting to hear back from a customer... Now they are not responding to anything and ALL of my payments are on hold permanently. Oh yeah, they also hold payments for over 2 weeks before you even get to see your money from the items you sell on the site. In instances like this, they freeze ALL of the payments and now I'm sitting here with money that's being held hostage in limbo while I wait for a response that I'm not getting.

  Business Response

  Date: 04/28/2025

  Hello, At this stage TCGplayer has stepped in to communicate with the seller further on the matter. We are working with them to gather more information. It is standard practice for account and payment holds to be placed in the event of unshipped orders. Payments are delayed in processing to accommodate any refunds that need to be processed. Initial contact was provided to the seller on April 23rd prior to escalation to our management team. We have reviewed the case and are now taking further action. Best Team TCGplayer.

  Customer Answer

  Date: 04/28/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I've been waiting for over a week. I made a dozen attempts to contact support about the issue and only gotten one response and after that radio silence. It's not until I filed this complaint through BBB that I'm now seeing active responses. I have inventory that isn't selling, there's lost sales from this. There is my money that is stuck in limbo while I wait for the ever slow, practically non-existing customer service to respond. I sent screenshots of the emails I have sent to support over this issue.  
  
  Regards, 
  
  ***** ****

  Business Response

  Date: 04/29/2025

  Hello, At this stage TCGplayer Customer Service Management has stepped in to communicate with the seller further. We have unlocked their account as well as removed the hold on their payments. If they have any additional questions or concerns we advise they communicate with us further via a reply to our last message. Best Team TCGplayer 

  Customer Answer

  Date: 04/29/2025

  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:04/15/2025

  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 have had my account flagged several times by their "Trust and Safety Team" to which I've provided all personal information when my account was flagged/locked. I even pay a subscription with TCGPlayer for extra benefits.
  
  On April 10th or 11th, my account once again got flagged for Payment Lockout and I emailed their support team immediately. I got a response within 24 hours, and in the last 48 hours have not received any updates despite sending 2 emails asking for an update.
  
  I have provided them with personal information to confirm my identity and ownership of the account and they continue to flag my account for no reason, they said it would happen time to time, but every time it happens its a major inconvenience as it takes longer than 24 hours to resolve. The last time this issue happened was on February 10th, and was resolved February 11th. This time its taking significantly longer and I have not had a resolution to my problem.
  
  They do no have a live support line and automate their responses. Its hard to be able to contact a real person in regards to any account issues.

  Business Response

  Date: 04/17/2025

  We are sorry to hear of the trouble this has caused. We recommend continuing to work with our customer service team to resolve this issue. 

  Customer Answer

  Date: 04/18/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  I have generated yet another Customer Service ticket through TCGPlayer as I have not received any updates regarding the initial ticket request. Their Customer Service has refused to provide me with any updates and my account is still payment locked. I request to speak to an actual person and would like to communicate in person via phone call to resolve this issue or an immediate response to unlock my account so I can continue to use their services. 
  
  Regards,
  
  ******* ******* **
   

  Business Response

  Date: 04/22/2025

  Looking over the concern made I can confirm that the buyer account associated with ******* ******* *r has been unlocked and purchases have been confirmed as recent as April 18th, 2025. As for the seller account our team is reviewing the provided information and will be contacted if approved for selling on our platform. This review process is a manual procedure but they will be alerted if approved. Best Team TCGplayer

  Customer Answer

  Date: 04/22/2025

  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:04/10/2025

  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 sold and shipped 27 orders on TCGplayer within the past week. TCGplayer deactivated my account, stole my money, and cards. They do not respond to their email support line and have no other form or contact. I've researched and found thousands of similar cases on reddit. It looks like it is class action law suit time.

  Business Response

  Date: 04/12/2025

  Hello, Unfortunately the seller account was locked due to additional confirmation needed in our approval process. Payments were not stopped however and are scheduled to begin on April 14th 2025. The payment schedule for them is the following: Amount: $139.09 - Payment Processing Date: 4/14/2025 - Estimated Transfer Arrival: 4/18/2025 Amount: $303.57 - Payment Processing Date: 4/21/2025 - Estimated Transfer Arrival 4/25/2025 The seller will be required to complete an additional verification and should contact us to get this resolved. Once completed, if all the information is accepted, they will be able to continue utilizing their account. Best Team TCGplayer

• Initial Complaint

  Date:04/07/2025

  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.

  Buyer said they didn't have cards in stock but had already shipped the order: a lie. I asked for cancellation because they wouldn't tell me what cards were missing, but after they shipped as I I tended to refuse delivery for non communication and not being sur of the contents
  I asked 4 times to no response what cards were missing. Radio silence. Lied
  A week+ passes, I've kept asking and tracking is not updating but is in the system
  
  No refund, no communication, no shipped order.
  
  Today I escalated which finally gets a response and tcg players refunds me, not even the account and a guy tells me his 13 year old child runs the store, they had no power, his kid read the message after ....9? Days on his school computer? Is a 13 year old supposed to have a store on tcg? Not according to tos. It's ******************* . I want an apology for them lying, my review to stay up and the child off the platform. Stop removing honest feedback
  
  Totally unprofessional and then I'm pretty sure they took my feedback down, and the guy told me he would despite being a total scammer.

  Customer Answer

  Date: 04/08/2025

  Will send the msssage of the child who's account it is saying he stepped in for his 13 year old child when I escalated because of no responses, answer, refund or package 

  Business Response

  Date: 05/01/2025

  Hello, TCGplayer has stepped in to provide the buyer with a full refund for Order #********************* as part of our TCGplayer Safeguard. At this stage the negative review left on the sellers store will remain up. TCGplayer is escalating the concern regarding the sellers age right away. Action is being taken in line with out policies due to terms of service being broken. If the buyer has any further questions or concerns we advise they reach out to us directly so we can work with them further. Best, Team TCGplayer

• Initial Complaint

  Date:04/03/2025

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 ******* cards which were not delivered to me, I checked out with my ****** account using my ****** verified shipping address that I use for all of my online shopping, yet TCGPlayer sent it to a wrong address. **** states they returned my order back to TCGPlayer because I had moved and left no forwarding address, however I've resided here for many years and received many packages without issue so TCGPlayer must have sent it to the wrong address. I have contacted TCGPlayer, who has yet to refund me. They only have email support and are extremely slow at responding, they are basically ignoring me. Find attached screenshot from **** which states they returned it back to TCGPlayer because of the incorrect address.

  Business Response

  Date: 04/03/2025

  If you have an open ticket for this issue, we recommend continuing to work with our customer service team to resolve the issue. In the meantime, we recommend reviewing the  TCGplayer Refund and Return Policy regarding incorrect addresses: ******************************************************-What-is-TCGplayer-s-Refund-and-Return-policy If your address was input incorrectly and you do not contact the seller before your order has been marked as shipped to provide an updated address, you are not eligible for a refund. You will need to make arrangements with your post office to reroute delivery, or you will need to contact someone at the address that you provided to locate the order. There are no exceptions to this policy. 

  Customer Answer

  Date: 04/03/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   I apologize if what I wrote was not clear enough. You stated: "If your address was input incorrectly". I never said I inputted it correctly. I put the CORRECT ADDRESS on my order. I want it to be 100% perfectly clear, my address was inputted correctly. I have attached screenshots of my TCGPlayer order confirmation showing my address was inputted correctly. I also have uploaded a screenshot of my ****** receipt showing a correctly inputted shipping address. Unfortunately, TCGPlayer has shipped this to an Incorrect address. That is of no fault of my own, it is at 100% fault of TCGPlayer for not shipping my order to the address I specified on my order.  I am still awaiting a refund for my un-received order due to TCGPlayers's negligence. 
  
  Regards, 
  
  ***** *******

• Initial Complaint

  Date:04/03/2025

  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.

  So, this is the second time I've had to go through BBB to be able to get a proper solution as TCGPlayer Support has been unhelpful throughout the entire ordeal.
  
  This is the second time the same Seller has sent out an order two weeks later without notifying me and the only way I've known what is going on with my order is because I sent them a message.
  
  I placed the Order (********************** on March 11th and the Seller didn't send it out until March 25th - exactly two weeks after initial order date. On March 20th I reached out to this Seller where they said they would immediately send it out - which was not the case I they sent it out on the 25th as previously stated.
  
  TCGPlayer Shipping Policy states that Seller need to send out order within two business days.
  
  Once the Estimated Time of Arrival passed (March 26th) I asked the Seller on the 27th for refund since TCGPlayer's Refund Policy states that Seller must immediately refund a Buyer if the order is passed the Estimated Arrival Date but this seller refused.
  
  This is when I contacted TCGPlayer Support which they saw that I was within my rights for a refund because the Seller sent out the order two weeks later AND the Estimated Time of Arrival passed. I then received the refund for the order - while the Seller was extremely rude.
  
  Fast forward to April 1st - I finally received the order but now (on April 2nd) TCGPlayer asked me to pay back the order as it arrived.
  
  Does that mean Sellers that don't follow TCGPlayer Policy can get away with it since in the end the customer (me) has to still pay them. Because in the end, the seller will still get their money (despite breaking two Policies) and continue to operate as they like since their is NO repercussion for their bad actions. And then that leaves Buyers, like myself, not protected since they simply are asking for me to pay the order despite being refunded and having to deal with a bad Seller.
  
  TCGPlayer only protects the Sellers and NOT Buyers.

  Business Response

  Date: 04/03/2025

  Hello, We do apologize for any frustration that may have been experienced during this transaction. When reviewing the correspondence between you and the seller, we can see that they indicated that the order was not shipped out within the expected 48 hours. Our Seller Support team is working with the seller to address this issue, though due to privacy concerns we are not able to share what actions are being taken. However, we do not have any policies that state that a product will be granted free of charge should it arrive late. As you have informed us that the product has arrived and that you intend to keep it, we do request that you submit repayment for the order, as was agreed upon when the refund was processed, which I have provided down below. "As part of our TCGplayer Safeguard, TCGplayer Customer Service is stepping in to resolve this issue. Team TCGplayer is providing a full refund for this order. The Buyer agrees that if this package does arrive they will refuse shipment on it so that it goes back to the Seller. Or they will reach out to TCGplayer to make arrangements for payment and we will then credit the Seller." You are currently working with one of our agents, and we ask that you continue working with them to provide repayment. Thank you, Team TCGplayer

  Customer Answer

  Date: 04/04/2025

  Your privacy concerns about what is being done doesn't matter as this is the second time the seller takes two weeks to send out an item and by simply looking through their reviews this happens often, which means nothing was done the first time around. It's quite clear that Sellers have free reign and can do whatever they want as long as TCGPlayer gets a cut of the final pay. Just for you to review: Seller took two weeks to send out a +$50 Order (second time this happens) Seller never informed me why, until I wrote to them which then they still didn't explain why it took two weeks and even then took more days to send out the order Estimated Time of Arrival Passed by a long shot Seller in the end takes the full payment (and we can't forget TCGPlayer gets a cut too) despite not following policies that apparently aren't enforced And I know Sellers can have "Negative" reviews nullified thus having a clean slate, so even after leaving a bad review they can file for you to remove it. (And I know you'll say "Due to Privacy Concerns we can't disclose that information"). And why am I forced to IMMEDIATELY pay the refund while risking my account being deactivated and the seller can take two weeks to send out an order with no repercussions? And yes I did pay for the order - as I have spent thousands of dollars on my account. The money isn't the issue - it is the lack of protection Buyers have when Sellers have free reign of doing whatever they want without any consequence.   You state "was agreed upon when the refund was processed" I never agreed to anything - please provide proof that I explicitly agreed to pay back the refund if the order would arrive 

  Business Response

  Date: 04/04/2025

  We recommend working with our customer service team to resolve any additional issues regarding this order 

  Customer Answer

  Date: 04/04/2025

  I have reviewed the response made by the business in reference to
  complaint ID ********, and have determined that this does not resolve my
  complaint.  Their response was very poor considering its from a company representative - they can't even
  provide evidence that I agreed to anything. On top of the fact, a
  representative that only thinks in the Seller rather than the customer.
  And I wouldn't be using BBB if TCGPlayer's customer service wasn't
  poorly equipped to handle an issue like this but it seems TCGPlayer's BBB Representative is as well equiped as their Customer Service Agents. I'm glad this is public as it shows the measure of professionalism TCGPlayer strives for. Regards, ****** ******

  Business Response

  Date: 04/22/2025

  Hello, We have reviewed and logged the concerns regarding shipping timelines for Marketplace order**********************. We have contacted and worked with the seller but as stated due to privacy concerns we are not able to share what actions are being taken.  The buyer has confirmed repayment for the order as it was clear the intention was to keep it. This is standard practice for orders that arrive after a provided refund unless the item is requested to be returned. If they have further concerns we advise communicating with us further in the form of a support ticket. Best Team TCGplayer