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Complaints
This profile includes complaints for TCGplayer's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 170 total complaints in the last 3 years.
- 59 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/05/2024
Type:Service or Repair IssuesStatus: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 was late night shopping on Thanksgiving, around midnight pacific standard time. I placed two large bulk orders of cards. I see one of my orders it pulled an old billing address and used that as the delivery address. So I spent time messaging around 20 vendors asking to update the address before shipping if possible. I go to sleep, wake up, and go to work the next day. I start getting notifications from sellers saying they have/will update the address and get it shipping same day or the following.
One seller never responds and ships my order to the wrong address without ever replying to me.
I then notice on the site that they are running a sale. 10% store credit on orders.
I contact support to see if there's a way to get the store credit on my orders that I had just placed 3 to 6 hours prior. First they say I can try to request the orders to be cancelled and then reorder. Yet some of the orders had already started shipping, one vendor won't reply, and there's no guarantee that the request would be seen in time.
I ask if it's store credit, can't they just credit my account? They say they can not do anything unless the order was placed a few minutes before the sale.
This is a little fishy, any other store/system, it would be easy to cancel and reorder. Their system does not make that easy, near impossible, and if you can't do that then they will not help at all.
Then issue of the card that was mailed to the wrong address. You have to select if you require a reply from a seller when you send a message. Two days go by without a reply, I receive an automated message from TCG saying it sees I never got a reply, to respond if I still have an issue. I say I never got a response and they shipped the card. A day later I get a response from support "sorry we can't do anything, we suggest contacting the vendor" the vendor that has never replied to me. I guess I'm out money and a card and a promo discount. Shady site and worse business practices.Business Response
Date: 12/07/2024
Hello, Thank you for contacting TCGplayer. My name is Stephanie, and I am a Lead with our TCGplayer Customer Experience team. If you would like to cancel an order, you will need to contact the Seller(s) directly through the TCGplayer message center to make a cancellation request. Typically, there is a 12 hour window after an order is placed in which a cancellation request could be submitted. However, there is no guarantee that you will be able to reach the Seller before the order has shipped. Due to the volatile nature of the market, once an order is received according to our TCGplayer Safeguard, sellers are not required to accept a cancellation. We apologize for any frustration that this causes. For your reference here is a link to our 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. If the order has already been shipped, we recommend that you try to retrieve the order from the original shipping address. Alternatively you can try immediately contacting USPS to set up mail forwarding to your new address so that they might be able to correctly re-route the wayward package. You can set up mail forwarding at this link: ***************************************
If you have not yet done so, please log into your TCGplayer account and click the "My Account" button in the upper right hand corner of the screen. From here you will see a "Manage Addresses" link from this screen you will be able to delete any erroneous addresses associated with your account so that your address information is correct for your next order. We're not able to retroactively apply credits to orders that are placed outside of sales promo time frames. We do apologize for any inconvenience, but 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, Stephanie Team TCGplayerCustomer Answer
Date: 12/09/2024
In their response they tell me how to cancel a order, explain that even within a 12 hour window they can not guarantee orders will be cancelled by the seller. And sellers are not required to cancel an order. All of this I know and does not explain why they can't just issue me a store credit. They say my order was 6 hours before their promo went live, I could have cancelled my order and tried to reorder to receive their promo. But that involved contacting 20-40 individual shop sellers, asking if they can cancel my order so thYou at I can reorder to get store credit, and then hoping they received my request in time. And if it already shipped, there is little support in the way of returns. Any other retail shopping experience, you can place and order and cancel and reorder easily, or request a price match, or something. If they won't just issue me a store credit and put all the blame on me, I guess I will deal with it but I would want my warning to stay for other potential shoppers to stay away and stay safe from their horrible customer support. Clearly it is my fault for not being able to see the future for what promo they were going to run in the next 6 hours (midnight order and the promo went live Friday morning) and not being able to fully cancel and reorder.Customer Answer
Date: 12/15/2024
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
Regards, In their response they tell me how to cancel a order, explain that even within a 12 hour window they can not guarantee orders will be cancelled by the seller. And sellers are not required to cancel an order. All of this I know and does not explain why they can't just issue me a store credit. They say my order was 6 hoursbefore their promo went live, I could have cancelled my order and tried to reorder to receive their promo. But that involved contacting 20-40 individual shop sellers, asking if they can cancel my order so thYou at I can reorder to get store credit, and then hoping they received my request in time. And if it already shipped, there is little support in the way of returns. Any other retail shopping experience, you can place and order and cancel and reorder easily, or request a price match, or something. If they won't just issue me a store credit and put all the blame on me, I guess I will deal with it but I would want my warning to stay for other potential shoppers to stay away and stay safe from their horrible customer support. Clearly it is my fault for not being able to see the future for what promo they were going to run in the next 6 hours (midnight order and the promo went live Friday morning) and not being able to fully cancel and reorder.
****** *****Initial Complaint
Date:11/26/2024
Type:Service or Repair IssuesStatus: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 was a seller on TCGplayer.com, I sold cards that appeared to be fake, as soon as I found out the cards where fake, I reached out to every buyer and refunded money right away. Before those cards I have over $2000.00 in funds on TCGplayer.com. Tcgplayer.com froze that money while they said they are doing an investigation, that will take 90 days. I’ve waited 90 days, reached out thru email over and over again with no kind of response. I no longer care to sell on TCGplayer.com all I want is the money that is frozen on TCGplater.com money that I’ve sold things prior the fake cards. I spend my money on shipping and product, I think it’s very screwed up that they took what belongs to me and now they are not answering me at all. I have copy’s of emails between me and TCGplayer, emails and texts between the people that bought the fake cards, me apologizing a million times for selling them fake cards, refunding peoples money and offering free cards from my personal collection to make up for my mistake. At this point all I want is what belongs to me thru hard works of posting cards for sale, answering questions and mailing at my expense. My account had over $2000.00 on it and I would like it backBusiness Response
Date: 12/01/2024
Hello, My name is Stephanie, and I am a Lead with our TCGplayer Customer Experience team. In review, this account was Terminated on September 5th, 2024 due to several confirmed counterfeits in the last few months. Our teams have been working very hard to investigate these counterfeit claims leveled against your account and will likely be dealing with these customer complaints for the foreseeable future. Due to these counterfeit claims and TCGplayer customer service staff needing to step in and handle all these issues, your store has been deactivated on our platform. Per the Marketplace Seller Agreement agreed to upon selling on the TCGplayer platform: *******************************************************Marketplace-Seller-Agreement "TCGplayer reserves the right to monitor user accounts to determine if policies or laws are being broken. We reserve the right to manage risks associated with providing services to you. For example, we may: impose transaction limits, place holds on your funds or instruct a payment service provider to hold your funds prior to disbursement, cancel or freeze settlement of proceeds, freeze your Account, or refuse service to anyone. Examples of factors we consider when taking such actions include: your selling history, your seller performance, returns and cancellations, chargebacks, transaction value, the ability to make direct debits from your bank account, and buyer disputes. Any hold placed on your funds will be lifted when our reason for the hold is resolved. Your bank’s holds and settlement procedures may at times cause delays in the settlement of funds to your bank account, and we do not have control over these delays. Funds pending settlement to sellers will be held in a TCGplayer account pending disbursement. Seller agrees that it is not entitled to any interest or other compensation associated with such funds pending settlement, that seller has no right to direct any such account holding such funds, and that seller may not assign any interest in such accounts. If you fail to fulfill an order in accordance with the order information and shipping information that we provide you, you will bear the risk of fraud or loss for such orders. TCGplayer reserves the right to seek reimbursement from you if we: in our sole discretion decide to reimburse the buyer, provide a refund to the buyer because you cannot promptly deliver the goods, discover erroneous or duplicate transactions, or receive a chargeback from a buyer's credit card issuer for the amount of the buyer's purchase from you. TCGplayer may obtain reimbursement of any amounts owed by you to us by deducting from future payments owed to you, reversing any credits to you, debiting your bank account, charging your credit card, or seeking such reimbursement from you by any other lawful means. You authorize us to use any or all of the foregoing methods to seek reimbursement." We apologize for any inconvenience and thank you for your outreach. Best, Stephanie Team TCGplayerCustomer Answer
Date: 12/01/2024
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
TCG player does not tell me when I will receive money for the last 2-3 month that I had prior to fake cards being sold. I am not asking for anything more then what I sold and sales that where already verified and payed for by customers of TCG player. Those find came only from Disney Lorcana sales, that I the only money I want back, I won’t nothing from ******* card sales
Regards,
********* *********Business Response
Date: 12/02/2024
Hello, This customers account was locked due to suspicious activity. Per TCGplayer Terms of Services, we reserve the right to terminate a user’s participation in the Marketplace and other TCGplayer services at any time for any reason at its sole discretion. For security reasons are unable to move further with their request at this time. We appreciate your understanding with this matter. Best, Stephanie Team TCGplayerCustomer Answer
Date: 12/03/2024
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. what happened to the money that had in my account?
Regards,
********* *********Business Response
Date: 12/03/2024
Hello, As previously explained, this customers account was locked due to suspicious activity by our Trust and Safety team. Per TCGplayer Terms of Services, we reserve the right to terminate a user’s participation in the Marketplace and other TCGplayer services at any time for any reason at our discretion. For security reasons are unable to move further with their request at this time, and there are no appeal processes to pursue. Thank you, Team TCGplayerInitial Complaint
Date:11/17/2024
Type:Sales and Advertising IssuesStatus: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 should've received an order from TCG Player in October. It did not arrive. TCG Player is hiding behind their policies to avoid refunding me in any way or providing me with the order which did not arrive. They will not have any conversation about me not receiving my order, except to say it is their policy to not help.Business Response
Date: 11/18/2024
Hello, While our policy still stands that we are typically not able to offer order resolutions 30 days past the estimated delivery date, the extenuating circumstances involved with this order gives us the flexibility to do so otherwise. We have processed the refund for you and the funds will be applied back to the Original Payment Method you utilized when placing your order. Please keep in mind that it can take up to 4 business days, depending on your banking institution, for the credit to appear on your balance. * If the missing shipment is delivered to your address and you do not wish to keep it, please write Refused or Return to Sender on the package and place the unopened parcel back into your mailbox. * If the missing shipment is delivered to your address and you would like to keep it, please contact us here and we’ll be happy to work with you to collect payment and credit the seller for the order. Once again, we're super sorry to hear that your order did not arrive as expected, hopefully your next purchase will arrive without delay. Thank you, Team TCGplayerCustomer Answer
Date: 11/19/2024
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:11/13/2024
Type:Sales and Advertising IssuesStatus: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 purchased some ****** cards on TCGplayer and for some reason they never showed up and TCGplayer locked my account without ever providing a refund for these orders, without fail this is theft.Business Response
Date: 11/14/2024
Hello, My name is Brittany and I am one of the Team Leads of the Customer Experience Department here at TCGplayer. It has come to our attention that you have reported 61 individual, missing packages for orders you placed on our site in 4 months, since July 2024. This is both unfortunate and excessive. Because these orders were lost, we are sorry to have to say you will have to provide a new, more secure shipping address in order to place any future orders on our site. We work diligently to protect both our Buyers and Sellers, and when multiple orders are reported missing we have to protect both your future orders from being lost and our Sellers from losing money refunding lost products. Please let us know if you have any further questions or concerns. All the best, BrittanyTeam TCGplayerCustomer Answer
Date: 11/14/2024
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:11/10/2024
Type:Sales and Advertising IssuesStatus: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 chose specific versions of cards in my order, but their programming changed my order. I did not want the versions of the cards they sent me. When the order completed, I noticed that the versions of some of the cards changed and contacted TCGplayer and they ASSURED ME I would be receiving the foil versions. I did not. They refuse to fix.
The incorrect cards on their direct order is $6.90.
There were two other orders impacted at the time of the order completion. Those sellers adjusted the orders immediately (and TCG Player could have done this, but lied to me instead about the right cards being ordered). I am looking for a refund of the $1.99 associated with these shipping charges, since I need to reorder the correct cards.
Total refund $8.89Business Response
Date: 11/12/2024
Our team has explained to this customer that they used our Cart Optimizer feature, which may change the items in your cart in an effort to find the best available prices. We always recommend double checking the contents of your cart before completing your purchase. The Cart Optimizer simultaneously attempts to save you money on the products in your cart and consolidate the number of packages that you will receive, which means that sometimes it can change printings, conditions, sets, and the language of the products therein. We always recommend checking that you have the right optimizer filters set, and to double check your cart after using the Optimizer to make sure that you've got the specific items you wanted. If the customer would like to return the incorrect items, they are welcome to do so at their own expense.Customer Answer
Date: 11/12/2024
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
First, how is it acceptable that their programming changed my order? Second, I so not mind sending the card back at THEIR expense. I CONTACTED THEM BEFORE THE ORDER WAS SHIPPING… THIS COULD HAVE BEEN RESOLVED AT THAT TIME, BUT THEIR REPRESENTATIVE LIED ABOUT THE ITEMS THAT WERE COMING. AT THIS POINT, IT WAS THEIR MISTAKE AND IT FALLS ON THEM!!!!!!
Regards,
****** *******Business Response
Date: 11/12/2024
Our Cart Optimizer feature includes advances filters, which if are not properly utilized can change the contents of a person's cart in an attempt to find the best available pricing. We always recommend checking that you have the right optimizer filters set (for condition, foil vs non-foil, set and printing) and to double check your cart after using the Optimizer to make sure that you've got the specific items you wanted.Customer Answer
Date: 11/14/2024
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. TCG Player still has not addressed the fact that their representative lied to me about what was being sent. I contacted them right after the order was placed, before it was put together or shipped. We could have addressed this before the cards were shipped out, but instead the representative lied and said that foils were going to be sent. ADDRESS THIS AND FIX THIS!!!
Regards,
****** *******Business Response
Date: 11/14/2024
Hello, If the package is unopened, you can write "Return to sender" or "Refused" on the package as well as your order number (Your order number is 9 total numbers and letters with a hyphen ex: 123456-ABCD) and place it in your mailbox so that it will make it's way back to TCGplayer HQ. If the package has already been opened, you can ship it back at your own expense to: TCGplayer Returns**** ** **** ***
** *** ****
********* ** ***** Please be sure to your write your order number (in this format 123456-ABCD) on the package and repackage the cards in the same manner that they were received (inside of the team bag and in sleeves with the top loader keeping the stack of cards rigid) as this will ensure that they return to us safely. If you choose to add tracking, we would appreciate it if you would please share that information with us. Once we receive the package back at HQ we will then be able to process the full refund for you. Thank you, Team TCGplayerCustomer Answer
Date: 11/15/2024
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 don’t want to be abrasive, but that response is very ignorant and rude. Why would the package be sealed? I was told the foils were in it… I discovered that I was misinformed when I opened it. Whoever is responding on the TCGplayer side is being intentionally argumentative and not addressing the issue. Please escalate to a higher authority figure. Again, your representative lied to me about what was in the package, there was no reason not to open it. I need this properly addressed, your organization lied about what was being sent to me… fix the order.
Regards,
****** *******Business Response
Date: 11/15/2024
I have reviewed this case and I see that the correct items were delivered, as purchased by this customer. If they would like to return these items, they are welcome to do so at their own expense. We recommend contacting our customer service team for additional support.Customer Answer
Date: 11/16/2024
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 contacted the company to get the order fixed.. the items could have been removed before the order was shipped, but THE TCGPLAYER REPRESENTATIVE LIED ABOUT FOILS BEING SENT. You took away my opportunity to resolve and return before shipped, the return shipping needs to be at TCGPlayers expense! i Want evidence that this case is being escalated, this is absurd. Please provide the names of the respondent and their supervisor, if this is not immediately resolved.
Regards,
****** *******Initial Complaint
Date:10/25/2024
Type:Product IssuesStatus: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 placed an order on 9/20/24 for $120.27. On 9/23/24 the merchant changed the return policy. On 9/24/24 I requested to cancel the order. On 9/24/24 the merchant refused my cancel and return requests due to the new return policy. The return policy cited is not the policy I agreed to when I placed my order.
Attached is a copy of their current return policy, it includes change history of the return policy as noted in small print towards the bottom of the attachment.
Attached is a copy of my cancellation request, their refusal references the updated return policy that I did not agree to.Business Response
Date: 11/12/2024
Greetings, Thank you for choosing TCGplayer! We are very sorry but due to the volatile nature of the market, once an order is received according to our TCGplayer Safeguard, Sellers are not required to accept a cancellation request. We apologize for any frustration that this causes. If you have any other questions, concerns please let us know. For your reference here is a link to our Refund and Return Policy: ***************************************************************************************************"Making adjustments or canceling your order before it has shipped If you need a change made to your order you should contact the seller as soon as possible after placing the order to try to have them adjust or cancel it before the order has shipped. Usually there is at least a 12-hour window after the order is placed to try to adjust some items, ask to combine shipping costs from multiple orders to the same marketplace seller or to cancel your order in its entirety. However, there is no guarantee that you will be able to reach the seller before the order has shipped. " We appreciate you reaching out. Best, Stephanie Team TCGplayerCustomer Answer
Date: 11/12/2024
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
Regards,
***** ******Initial Complaint
Date:10/02/2024
Type:Service or Repair IssuesStatus: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.
Customer claims order never arrived, and canceled a week before her promise date.
She claimed the order was useless after sep.28
I fear she is lying in order to keep the package without paying.
I need to be compensated.
I now don’t have the product
And lost all profit from the sale
Please help me get compensationBusiness Response
Date: 10/02/2024
Hello, I am one of the Team Leads of the Customer Experience Department here at TCGplayer. I do apologize that this has been a negative experience for you. After reviewing all communication involved with this transaction, we have decided to uphold our previous denial to provide any credit for this missing package as it was not shipped with tracking. As per our Marketplace Seller's Agreement, which was agreed to upon registering to be a seller on the site: *********************************************************************************** SHIPPING EXPECTATIONS All orders should be shipped to customers within 48 hours. All orders must reach the Buyer within the quoted delivery time indicated by the estimated delivery date. You are required to honor our refund policy and provide a resolution when a buyer reports a problem with their order. Failure to provide shipment notification within 4 days may cause your transaction and any associated payment to be canceled at our sole discretion. Untracked orders are required to be marked as “shipped” and tracked orders are required to show movement indicated by a “picked up,” “acceptance,” or “in transit” status. Please carefully read our Shipping Guidelines. It is your responsibility to deliver the items contained within an order to the Buyer and you waive your ability to win any disputes if the customer says the package did not arrive due to not having Delivery Confirmation or Tracking. You also waive the ability to win any disputes if the customer says the package did not arrive should they choose not to follow the Shipping Guidelines. -----Additionally, here are the shipping requirements, as listed in our Shipping Guidelines: ********************************************************************************************SHIPPING GUIDELINES **Any orders over $20.00 in value should include Tracking / Delivery Confirmation for your own protection. **Any orders over $49.99 in value MUST be shipped with Tracking / Delivery Confirmation. You may also choose to add insurance for your protection. ** Any orders over $250.00 in value MUST be shipped with Signature Confirmation. You may also choose to add Insurance for your protection. As part of the Seller Agreement you are contracted to adhere to, it is your responsibility to deliver the items contained within an order to the buyer and you waive your ability to win any disputes if the customer says the package did not arrive due to not having Delivery Confirmation or Tracking. The Seller waives the ability to win any disputes if the customer says the package did not arrive should they choose not to follow the guidelines listed above. ----- As this order was shipped without tracking, despite it being above the order value threshold where tracking is required, we will not be providing credit for the order. I understand that this was not the desired outcome, but please let us know if you have any further questions or concerns. Thank you, Team TCGplayerBusiness Response
Date: 10/02/2024
Hello, I am one of the Team Leads of the Customer Experience Department here at TCGplayer. I do apologize that this has been a negative experience for you. After reviewing all communication involved with this transaction, we have decided to uphold our previous denial to provide any credit for this missing package as it was not shipped with tracking. As per our Marketplace Seller's Agreement, which was agreed to upon registering to be a seller on the site: *********************************************************************************** SHIPPING EXPECTATIONS All orders should be shipped to customers within 48 hours. All orders must reach the Buyer within the quoted delivery time indicated by the estimated delivery date. You are required to honor our refund policy and provide a resolution when a buyer reports a problem with their order. Failure to provide shipment notification within 4 days may cause your transaction and any associated payment to be canceled at our sole discretion. Untracked orders are required to be marked as “shipped” and tracked orders are required to show movement indicated by a “picked up,” “acceptance,” or “in transit” status. Please carefully read our Shipping Guidelines. It is your responsibility to deliver the items contained within an order to the Buyer and you waive your ability to win any disputes if the customer says the package did not arrive due to not having Delivery Confirmation or Tracking. You also waive the ability to win any disputes if the customer says the package did not arrive should they choose not to follow the Shipping Guidelines. -----Additionally, here are the shipping requirements, as listed in our Shipping Guidelines: ********************************************************************************************SHIPPING GUIDELINES **Any orders over $20.00 in value should include Tracking / Delivery Confirmation for your own protection. **Any orders over $49.99 in value MUST be shipped with Tracking / Delivery Confirmation. You may also choose to add insurance for your protection. ** Any orders over $250.00 in value MUST be shipped with Signature Confirmation. You may also choose to add Insurance for your protection. As part of the Seller Agreement you are contracted to adhere to, it is your responsibility to deliver the items contained within an order to the buyer and you waive your ability to win any disputes if the customer says the package did not arrive due to not having Delivery Confirmation or Tracking. The Seller waives the ability to win any disputes if the customer says the package did not arrive should they choose not to follow the guidelines listed above. ----- As this order was shipped without tracking, despite it being above the order value threshold where tracking is required, we will not be providing credit for the order. I understand that this was not the desired outcome, but please let us know if you have any further questions or concerns. Thank you, Team TCGplayerCustomer Answer
Date: 10/02/2024
the item was shipped before the 48 hours. So I followed the rules. I alerted the customer before your time frame just like you stated. And her expected delivery date set by TCG is October 11. if this is the case you had just disproven all of your own rules. I followed the rules and usps made a mistake with the shipping. I marked priority mail and asked for a tracking number but usps made the mistake. I should not have to take any responsibility for their shortcomings. It is not my fault that the company made a mistake and marked my package first class with no shipping. i provided a receipt with proof the item was in fact shipped before the 48 hour mark and I also have proof the customer was alerted within the time limit you have brought up. With all the rules being followed perfectly within time frame by me. Where do we go from here I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
Regards,
****** *****Customer Answer
Date: 10/02/2024
the item was shipped before the 48 hours. So I followed the rules. I alerted the customer before your time frame just like you stated. And her expected delivery date set by TCG is October 11. if this is the case you had just disproven all of your own rules. I followed the rules and usps made a mistake with the shipping. I marked priority mail and asked for a tracking number but usps made the mistake. I should not have to take any responsibility for their shortcomings. It is not my fault that the company made a mistake and marked my package first class with no shipping. i provided a receipt with proof the item was in fact shipped before the 48 hour mark and I also have proof the customer was alerted within the time limit you have brought up. With all the rules being followed perfectly within time frame by me. Where do we go from here I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
Regards,
****** *****Business Response
Date: 10/03/2024
Hello, Thank you for your response. The order in question was placed on Sept. 20, 2024, and still had not been marked as "Shipped," within our systems on Sept. 26, 2024 when the customer reached out to TCGplayer staff with concerns about the status of their order. As is explained in our TCGplayer Marketplace Seller's Agreement: *********************************************************************************** "All orders should be shipped to customers within 48 hours...Failure to provide shipment notification within 4 days may cause your transaction and any associated payment to be canceled at our sole discretion. Untracked orders are required to be marked as “shipped” and tracked orders are required to show movement indicated by a “picked up,” “acceptance,” or “in transit” status." We are unfortunately only able to go off of the verifiable information we have via our systems, and according to everything that we are able to see and confirm, this package had not received a shipping notification within 48 hours. Once it had lapsed an additional 2 days, this order was eligible for a refund to be processed on Sept. 24, 2024 and was eventually refunded by staff on Sept. 26, six days after the order had been placed with no shipping update via the order dashboard. I must also request that you cease reaching out to the buyer as the transaction is considered complete at this time. They have indicated to both you and our staff that if the order does arrive, they will be in touch so that you are appropriately credited for the sale. However, since it does not have any verifiable tracking, if the buyer reports that it has not arrived at all, then you are not eligible for a credit for the sale. We sincerely apologize for the frustration this situation has caused. Thank you, Team TCGplayerBusiness Response
Date: 10/03/2024
Hello, Thank you for your response. The order in question was placed on Sept. 20, 2024, and still had not been marked as "Shipped," within our systems on Sept. 26, 2024 when the customer reached out to TCGplayer staff with concerns about the status of their order. As is explained in our TCGplayer Marketplace Seller's Agreement: *********************************************************************************** "All orders should be shipped to customers within 48 hours...Failure to provide shipment notification within 4 days may cause your transaction and any associated payment to be canceled at our sole discretion. Untracked orders are required to be marked as “shipped” and tracked orders are required to show movement indicated by a “picked up,” “acceptance,” or “in transit” status." We are unfortunately only able to go off of the verifiable information we have via our systems, and according to everything that we are able to see and confirm, this package had not received a shipping notification within 48 hours. Once it had lapsed an additional 2 days, this order was eligible for a refund to be processed on Sept. 24, 2024 and was eventually refunded by staff on Sept. 26, six days after the order had been placed with no shipping update via the order dashboard. I must also request that you cease reaching out to the buyer as the transaction is considered complete at this time. They have indicated to both you and our staff that if the order does arrive, they will be in touch so that you are appropriately credited for the sale. However, since it does not have any verifiable tracking, if the buyer reports that it has not arrived at all, then you are not eligible for a credit for the sale. We sincerely apologize for the frustration this situation has caused. Thank you, Team TCGplayerCustomer Answer
Date: 10/04/2024
There is physical proof i made the shipment and video evidence. Customer service told me to report that there was no tracking to the customer and I did before the time frame previously mentioned. The customer is acting with ill intent. This is still not resolved and I will be doing everything in my power until I have reached the conclusion. This is ridiculous that I have proof and have gone through customer service to proof I sent my package and still there is no way for you to verify? There is a receipt with proof of the date of purchase and is verifiable with usps. Ridiculous. The customer can just lie and say it never arrived and she saves $181 and gets the product for free. I have proof I actually sent the product. Video of me packaging and mailing it. It’s ridiculous if there is nothing that can be done. We will go to the ends. I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
Regards,
****** *****Customer Answer
Date: 10/04/2024
There is physical proof i made the shipment and video evidence. Customer service told me to report that there was no tracking to the customer and I did before the time frame previously mentioned. The customer is acting with ill intent. This is still not resolved and I will be doing everything in my power until I have reached the conclusion. This is ridiculous that I have proof and have gone through customer service to proof I sent my package and still there is no way for you to verify? There is a receipt with proof of the date of purchase and is verifiable with usps. Ridiculous. The customer can just lie and say it never arrived and she saves $181 and gets the product for free. I have proof I actually sent the product. Video of me packaging and mailing it. It’s ridiculous if there is nothing that can be done. We will go to the ends. I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
Regards,
****** *****Business Response
Date: 10/07/2024
Hello, As we have stated previously, we are unfortunately only able to go off of verifiable information via our systems. This order had not been marked as shipped at the time it was refunded; six days past when it was purchased. The main issue, and the reason as to why you are regrettably not eligible for a credit for this sale, is that it was not shipped with the level of tracking required for a product of its value. The fact that it did not have any tracking at all means that you have unfortunately waived your ability to win any disputes should the customer report that the package did not arrive.******************************************************************************************** "As part of the Seller Agreement you are contracted to adhere to, it is your responsibility to deliver the items contained within an order to the buyer and you waive your ability to win any disputes if the customer says the package did not arrive due to not having Delivery Confirmation or Tracking. The Seller waives the ability to win any disputes if the customer says the package did not arrive should they choose not to follow the guidelines listed above." We do sincerely apologize that we are not able to offer the resolution you would prefer. Thank you, Team TCGplayerBusiness Response
Date: 10/07/2024
Hello, As we have stated previously, we are unfortunately only able to go off of verifiable information via our systems. This order had not been marked as shipped at the time it was refunded; six days past when it was purchased. The main issue, and the reason as to why you are regrettably not eligible for a credit for this sale, is that it was not shipped with the level of tracking required for a product of its value. The fact that it did not have any tracking at all means that you have unfortunately waived your ability to win any disputes should the customer report that the package did not arrive.******************************************************************************************** "As part of the Seller Agreement you are contracted to adhere to, it is your responsibility to deliver the items contained within an order to the buyer and you waive your ability to win any disputes if the customer says the package did not arrive due to not having Delivery Confirmation or Tracking. The Seller waives the ability to win any disputes if the customer says the package did not arrive should they choose not to follow the guidelines listed above." We do sincerely apologize that we are not able to offer the resolution you would prefer. Thank you, Team TCGplayerCustomer Answer
Date: 10/08/2024
Better Business Bureau:
there has to be a way to provide proof. I was told to just contact customer about the shipping mistake . Now it seems like that conversation is null and void. How is it that the promise dat is October 11 but she is able to cancel the order?
Regards,
****** *****Customer Answer
Date: 10/08/2024
Better Business Bureau:
there has to be a way to provide proof. I was told to just contact customer about the shipping mistake . Now it seems like that conversation is null and void. How is it that the promise dat is October 11 but she is able to cancel the order?
Regards,
****** *****Initial Complaint
Date:09/19/2024
Type:Service or Repair IssuesStatus: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 try to return a product because order was not accurate to description. I did not receive any positive feedback instead I was block from the web page. Now I can’t make a return for the order I just received two days ago I will like a full return for all my inconveniences.Business Response
Date: 09/19/2024
Hello, I am one of the Team Leads of the Customer Experience Department here at TCGplayer. After reviewing the previous communications between the buyer and the seller, we decided to uphold the seller's denial of this product return. On Sept. 8, 2024 the buyer reached out to the seller and indicated that they wanted to complete a return as they no longer wanted the items. The items they received match the product's description and our return policies do not cover situations of buyer's remorse. At that point, it is up to the seller to decided whether or not to accept the return. In this situation, the seller declined the return as the product was accurately represented in the listing. Per our Refund and Return policy ******************************************************************************************************************************** * "If you would like to return any factory-sealed merchandise after receiving it, for any reason, contact the seller as soon as possible within 30 calendar days of the estimated delivery date. Once you are given approval for the return, return the merchandise in the same condition it was sent, and they will refund your purchase price, less the shipping charges. If the return is being made due to a mistake on the seller’s part, the seller is responsible for sending the buyer a pre-paid, trackable parcel to return the merchandise. However, if an item was sent to you sealed (for example, a sealed starter deck) and you opened the item, that item cannot be returned. There are no exceptions to this policy. " For a sealed product to be returned, it must still be sealed AND the seller must approve the return, prior to the buyer sending it back to the seller. It was only after being denied their request for a refund that the buyer then stated that there was a missing quantity, two days later. The user's account was then locked to prevent any potential for further refund abuse. TCGplayer reserves the right to terminate a user’s participation in the TCGplayer Marketplace and other TCGplayer services at any time for any reason at its sole discretion, with or without notice to the user. TCGplayer also reserves the right to monitor user accounts to determine if policies or laws are being broken. Please let us know if you have any further questions. Thank you, Team TCGplayerCustomer Answer
Date: 09/19/2024
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
Regards,
******* ********Initial Complaint
Date:09/12/2024
Type:Service or Repair IssuesStatus: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.
TCGPlayer acts as a broker between buyer and seller for various collectibles. On September 1st 2024 I opened a seller account with the site to sell trading cards to collectors. In September 2nd I made a sale, after which I began the steps to add my bank information to my account to receive payment for the completed sale. The process to add bank information should have taken no more than 2 business days to complete. After 4 days I attempted to reach out to customer service for assistance. TCGPlayer uses an automated response program to open tickets for customer service to respond to. The automated response program stated I would receive a response within 24 hours. I have not received a response. It had been over 72 hours and I have not been able to get in contact with a live person working for the company. I have attempted to reach someone through all means of social media accounts, and through emailing the company directly. In the time since the initial attempt to add bank information, my digital storefront has completed 12 sales, and I have still not been able to receive payment for the goods I have sold. TCGPlayer has made no real effort to address the issue I’m having with my account and preventing me from receiving the money I am owed. I have included the original help desk ticket number as well as a report from TCGplayer.com showing the fulfilled orders from my account.Business Response
Date: 09/13/2024
Looking into this matter, I see that your ticket has been escalated to our technical support team. We recommend continuing to work with them to troubleshoot this issue.Customer Answer
Date: 09/13/2024
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 received numerous messages from customer support claiming that my ticket has been escalated. However that has been as far as it goes each time. All I’m looking for is a real person that works for TCGPlayer to reach out to me, and work with me to fix the issues receiving payment on my account. Each attempt to contact support has been met with an automated response claiming someone from the team is working to resolve my issue or that my issue has been escalated. At no point have I been able to communicate with someone in real time regarding my account. As a business that profits by taking over 10% of each sale in commission, they are not offering an appropriate level of service to the buyers and sellers they are taking money from. While I am not fully aware of the inner workings of this company or more specifically its seller platform, I know that my specific issue is one that could likely be resolved in mere moments if someone would just actually take the time to look at my seller account from an administrator profile.
Regards,
**** *****Business Response
Date: 09/13/2024
Unfortunately, fixing this issue can not be done in 'mere moments'. Your ticket has been escalated to our tech support team and they will respond once they have fully reviewed your case. I see that you have opened several tickets regarding this issue, which is adding to the delayed response time. We recommending opening a single ticket, and working with our team to resolve your issue.Customer Answer
Date: 09/16/2024
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
While I may disagree with the manner in which TCGplayer chooses to assist their customers, (i.e. opening a help desk ticket through automation, updating ticket requests through automation, and even responding to ticket inquiries through automation) and not responding directly to the customers when they request acknowledgement of messages sent by the player, my issue has been satisfactorily resolved by the business.
Regards,
**** *****Initial Complaint
Date:08/23/2024
Type:Service or Repair IssuesStatus: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 cursed an employee out via email and they shut my account down and refuse to pay or respond to whats owed. Theyre literally stealing my money and ignoring me when I ask about ETA and anything.
I had about $350 owed to me that shouldve been officially paid out 10 days ago (August 12th) per their policies.
So now im going to all the places I can report this company maliciously taking advantage people with bad business practices.Business Response
Date: 08/24/2024
This seller has been terminated due to community violations, and our team is working to resolve any outstanding order issues on their behalf. Their payments will remain on hold until any outstanding order issues have been resolved. As per the RISK OF LOSS section of the Marketplace Seller Agreement that governs their account:We reserve the right to manage risks associated with providing services to you. For example, we may: impose transaction limits, place holds on your funds or instruct a payment service provider to hold your funds prior to disbursement, cancel or freeze settlement of proceeds, freeze your Account, or refuse service to anyone. Examples of factors we consider when taking such actions include: your selling history, your seller performance, returns and cancellations, chargebacks, transaction value, the ability to make direct debits from your bank account, and buyer disputes. Any hold placed on your funds will be lifted when our reason for the hold is resolved. We will be in touch once we deem there are no further outstanding order issues with your account.Customer Answer
Date: 08/26/2024
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.
TCGPlayer is liable for any pending orders I had when the account was locked. They never cancelled them after locking my account and I keep receiving emails about the orders but have no access to reply/fill them since they locked the account. As per the orders filled, $350ish should have been paid out by Aug 12th/13th per their policies, at the same time they're using their other policies to freeze what's owed. I sent cards for these guys and the last order filled was a month ago, more than enough time for the orders filled to be addressed if issues came about (August 12th/13th should have been the cut I believe). They're being spiteful because I cursed at one of their reps after being scammed and so this malicious business practice ensues.
Regards,
*********** *****
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