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:08/15/2024

  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.

  TCGPlayer closed my seller account without any real information as to why. I have been asking for updates and they have not been able to help me figure it out. Their support has been of no help especially when it's something pertinent to my business. I've tried to contact numerous times to nothing.

  Business Response

  Date: 08/16/2024

  I was able to look further into this issue 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.

• Initial Complaint

  Date:07/25/2024

  Type:Billing 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.

  The business deactivated my account *********************. There is existing store credit in the account which is over $100. I want to utilize my remaining store credit or have business refund me back to my credit card.

  Business Response

  Date: 08/09/2024

  This customer's account has been terminated for fraudulent behavior. They do not have any unused store credit available on their account. 

  Customer Answer

  Date: 08/09/2024

  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.

  Despite being a loyal customer who has consistently adhered to all terms and conditions, I was shocked to find my account locked without any substantial evidence or explanation provided by TCGplayer. This lack of transparency is not only disrespectful but also reflects poorly on the company's integrity. Also, the business said there is no store credit associated with my account. This is false claim by the business since there are over $100 store credit in my account. I refuse to tolerate this unjust treatment, and I am prepared to explore all available legal options to hold TCGplayer accountable for its actions. I demand a thorough investigation into the alleged fraudulent activity and immediate reinstatement of my account or provide a refund for my remaining store credit, accompanied by a formal apology for the distress and inconvenience caused. I expect a prompt response and resolution to this matter, as further delay or negligence will only escalate the severity of the situation.
  
  
  
  Regards,
  
  
  ****** **
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/11/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are a seller with this company, and with no notification our payments have been deactivated due to a consumer act. We have filled out the form that we were asked to 2 and a half weeks ago, and can not get a response as to what we need to do to get paid. We have been selling with them for over a year now, and never had an issue before, but we are now getting little to no response (we went a full week with no email, and there's no other way to contact anyone). We have reached out through every avenue we can at this point (**, *******, email, tickets, even only contacts we had from different programs)

  Customer Answer

  Date: 07/19/2024

  We have filed a complaint with TCGplayer, and they have reached out and solved our complaint.
  
  
  
  
  
  

• Initial Complaint

  Date:07/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For no apparent reason my account was flagged for fraud. No explanation was given and the customer service response time is laughable. I completed an order and shipped my product. I have 100% approval but am not allowed to withdraw my money. This is beginning to feel like the fraudulent party is TCGplayer. They were paid a large percentage as a seller fee and now are breathing that contract by refusing to release my money and cutting off communication.

  Business Response

  Date: 07/25/2024

  As per the RISK OF LOSS section of the Marketplace Seller Agreement that governs your account:  https://****************************************************************************source=search&auth_token=eyJhbGciOiJIUzI1NiJ9.eyJhY2NvdW50X2lkIjoyNDk2NDcsInVzZXJfaWQiOjE2MDEzODYxMzA2Nzc1LCJ0aWNrZXRfaWQiOjI5MjQwMjgsImNoYW5uZWxfaWQiOjYzLCJ0eXBlIjoiU0VBUkNIIiwiZXhwIjoxNzA0NzQxNjU2fQ.lvqoT8nkO8rnjIVyWEGcJ70xCqIWHJrPR2MKQMWpJ1M"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. " I see that your account remains under review by our team. We recommend continuing to work with them to resolve any issues 

  Customer Answer

  Date: 08/05/2024

  BBB spoke to the consumer and the following was relayed: They sent me a separate email that resolved my issue, everything is now taken care of, thank you. 

• Initial Complaint

  Date:07/04/2024

  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.

  We have been selling on TCGPlayer for over a year now. Like every business we have had a few mishap that we corrected promptly and made our customers happy. In mid June our payments were put on hold. We have been allowed to sell on TCGPlayer and make TCGPlayer money but they are not paying us anything out, my business depends on these payouts to reinvest into inventory and pay my staff. We have contacted TCGPlayer multiple times about this. We have received a few e-mails "that this is being looked". It has been over 15 days now. This BBB complaint is my last resort.

  Business Response

  Date: 07/19/2024

  I have looked into your account and I am not seeing any holds in place on your payments. If you are still having difficulties, we recommend contacting our customer service team for assistance.

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a completed order number of ************** from which I purchased a sealed trading card product. Of the booster packs opened in there, the rare cards were missing. Instead of getting the guaranteed 10 cards in each pack, I received only 9 in packs, which is not what I paid for in an order totaling $211.41.
  
  I reached out to an associate in regards to the ordeal. They suggested I reach out to ******* ******* because this was an issue with these packs. I emphasized to them if they knew this was an issue, then why is it not advertised on TCG about fusion strike packs since I had no idea this was the case. My reply I received is that it was a good idea. I then proceeded to reach out to ******* *******.
  
  ******* ********* response was they cannot do it and suggested I ask for a refund. I reached back out to TCG Player to explain this. During this time, the condescending nature of the ******* staff I asked for assistance from rubbed me the wrong way. Upon receiving a response from TCG (Amber) was they are not responsible for errors and the tone was not appreciated (“again, we are sorry” and “we are not responsible for errors at factory”). This was not a printing error, as an employee deliberately stole cards. How can I not guarantee packs were not tampered with and am to assume that it was a printing error? The whole point is the product is supposed to be brand new and sealed, and new packs are supposed to have 10 cards in them, INCLUDING rares. Upon providing the details of ******* *******, the update was ignored.
  
  Article link: ************************************************************************* 
  The whole ordeal about not looking out for loyal customers is what upsets me. Having spent thousands on TCG, I would expect to receive some sort of customer service and ******* acknowledging a disservice, which TCG claims they do. Not having received that, I don’t think purchasing from your website makes sense. I would like my order of $211.41 refunded.

• Initial Complaint

  Date:07/02/2024

  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 started an account a couple weeks ago and it immediately when into "Review"
  
  I cannot sell any of the products I have listed and no one will return an email. My original case number is *******.
  
  The only response I have gotten from them was asking me to verify the email address, which was the same email address they were replying to.
  
  I understand needing to verify and have a processes in place to insure no fraud or mal intent, but I cannot get ahold of anyone there to even get the process started.

  Customer Answer

  Date: 07/17/2024

  The complaint filed under this email address has been resolved, not timely, but it was resolved.

  
  

  They unlocked my account after multiple attempts at contact

  
  

  
  
  
  
  
  
  

• Initial Complaint

  Date:06/13/2024

  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.

  This website ran a store credit deal on any purchase on May 17th. I put in 2 orders on the 17th and the initial one I did get even though I had to chase them around about it. the second I was ignored multiple times via email about it, and eventually had to go to their ******* account where I was also ignored. I finally got ahold of someone and began to press them further on the issue as any wording on the website about any type of cut off time implied it was for a gift card sweepstakes that they were also running. Today, their CS supervisor (Brittany w******* threatened to lock or terminate my account if I did not stay quiet and go away about the issue which is why I am here now on top of the blatant false advertising.

  Business Response

  Date: 06/14/2024

  Hello, We do apologize for the frustration this process has caused you. The Mayhem promotion on All Products ran on May 17, 2024 starting at 9:00 am EST and ended May 17 at 11:00 pm EST. The order in question was placed on May 17 at 12:01 am EST, which was roughly nine hours before the start time of the promotion. Due to this, the request for retroactive credit was denied as the order had not been placed during the promotional timeframe.  When buying on TCGplayer, please keep in mind that we expect all customers to treat sellers and TCGplayer staff with respect when interacting via our message center and through feedback. Several messages have been sent explaining this unfortunate circumstance, and the final message regarding this issue was to ask that the repeated, daily requests cease as our final decision has been made on June 7 and was reaffirmed again on June 10 and June 13. Our decision will not change, and again politely ask that any further communications about this specific issue stop.  All the best, Brittany Team TCGplayer

• Initial Complaint

  Date:06/02/2024

  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.

  After I'd already sold and mailed a not insubstantial amount of money, TCG deactivated my account for "normal review process". Well it's been a month and they won't respond to me in any way. Feels like I've been stolen from.

  Business Response

  Date: 06/04/2024

  Looking into your account I see that our team was able to resolve this issue, as our seller review process has completed. If you have any other issues or concerns, we recommend contacting our customer service team directly for assistance. 

• Initial Complaint

  Date:05/25/2024

  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.

  Account Issues/Purchase Rejection and Money Refunded Instantly

  Business Response

  Date: 05/28/2024

  This account has been flagged for potentially fraudulent activity. As such, they will not be permitted to continue using the TCGplayer Marketplace. As per our Terms of Service, TCGplayer reserves 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, with or without notice to the user. 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. Violation of our Terms of Services may result in a termination by TCGplayer. TCGplayer reserves the right to monitor user accounts to determine if policies or laws are being broken. TCGplayer reserves the right to remove or edit any content supplied by users. Any illegal or fraudulent activity may be reported to law enforcement or other third parties.

  Customer Answer

  Date: 05/28/2024

  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 never committed fraud nor mislead in any way when conducting business on TCGplayer. You have stated that my account has been flagged for "potentially fraudulent activity".  I have done no such thing. My wife even tried making an account and buying ****** cards for me and she was even blocked from making any purchases. I feel that this has been unfairly judged upon myself and I am asking desperately that TCGplayer reconsiders. I am a commissioned army officer who has never been in trouble with the law. I have always paid for my purchases and been absolutely honest when conducting business on TCGplayer.  The only thing I can think of is that I reported i didn't receive a card that I ordered. If reporting to TCGplayer that a card didn't come in or a package is lost then I will gladly take the loss on it and never report a missing order again if that gives me the opportunity to shop on TCGplayer once more. I love this website and being able to shop on this website with my son and buy ******** cards together makes my day. So I am begging and pleading with you as a business to give me one more chance to shop on this amazing website and I assure you I will not give this business any reason to suspect fraud on my account.  Or please tell me what I need to do to fix this in order to make purchases on TCGplayer once more.  
  Very Respectfully,
   
  ****** *****

  Business Response

  Date: 05/28/2024

  Hello, Thank you for your patience with this matter. I was able to look further into this issue 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. Found under the Terminations heading of our Terms of Service: "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. Violation of our Terms of Services may result in a termination by TCGplayer. TCGplayer reserves the right to monitor user accounts to determine if policies or laws are being broken. TCGplayer reserves the right to remove or edit any content supplied by users. Any illegal or fraudulent activity may be reported to law enforcement or other third parties. If your account is terminated or we discontinue a service or your access to that service, we will not be liable to you for the effect that any changes to our services have on you, including your income or ability to generate revenue through those services." We apologize for any frustration that this has caused, but we are unable to unlock your account. Thank you, Brittany Team TCGplayer

  Customer Answer

  Date: 05/29/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   
  This has not answered my question. All I keep getting is the same generic message and I do not appreciate it.  I am asking is there any way I can shop from TCGplayer or am I banned for the rest of my life? I understand you said my account is locked and there is nothing more you can do about my specific account.  The issue here is my address is blocked or my name because even my wife can’t make purchases anymore and she hasn’t done anything wrong either.  So I want to know what about my information has been locked.  I was told you can still check out as a guest but yet my wife nor I can check out as a guest.  I am requesting and asking to talk to either someone or else about this matter or talk to an actual person about this issue.  I will not let this issue go as nor I or my wife have done anything wrong.  Very Respectfully, ****** *****

  Business Response

  Date: 05/29/2024

  This account has been flagged for potentially fraudulent activity. As such, they will not be permitted to continue using the TCGplayer Marketplace. They will not be permitted to create any additional orders or accounts related to the information associated with the account in question.

  Customer Answer

  Date: 05/29/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  Thank you for the honest message.  That being said is there any way to appeal this seeing how I did nothing wrong? You used the word “potentially” so you do not know for sure and seeing how I know for damn sure I didn’t commit fraud in any way I would like to appeal this decision.  Very Respectfully, 
  
  ****** *****