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:02/26/2024

  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.

  I was a seller through TCG Player and recently received my 1099k...
  
  ...problem is it was for over $25,000 more than business I actually did on the site. Their idiot customer service rep told me to reach out to a tax professional (I am one, we can't do anything about false information on a 1099), and then sent me a generic explanation on how to read my 1099. As a business consultant and tax professional I am beyond disgusted, and the fact that they have no telephone correspondence in 2024 is pathetic.

  Business Response

  Date: 03/12/2024

  Unfortunately, upon looking into the issue, our tax specialists have discovered that the EIN for your store and another store are the exact same, which resulted in the error. We may be able to correct this but first we need to ask that both accounts update the corresponding/accurate W-9. We have requested a copy of your store's W-9 for our Finance Team to investigate and correct, and have reached out to verify the other store in question as well.At this time, we recommend continuing to work with our customer service team to resolve this issue. 

• Initial Complaint

  Date:02/19/2024

  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.

  I purchased through the TCGPlayer website, amounting to $200. However, I have encountered significant issues with this transaction, and I believe I have been scammed.
  
  Despite multiple attempts to resolve the matter directly with TCGPlayer's customer support, I have not received adequate assistance or resolution. The details of my case include [provide a brief summary of the issue, such as non-delivery of items, misrepresentation, or any specific problems encountered].
  
  I have followed the recommended steps for dispute resolution, including contacting TCGPlayer's customer support and providing all necessary information. Unfortunately, the lack of response and assistance has compelled me to escalate the matter to the Better Business Bureau.
  
  I request your assistance in investigating this matter thoroughly and facilitating a fair resolution. I believe that TCGPlayer.com has violated the principles of fair business practices, and I am seeking a refund of $200 for the transaction in question.

  Business Response

  Date: 02/20/2024

  In reviewing this user's account, I see that they currently have an active ****** chargeback for their purchase. Once a chargeback is opened, our ability to issue refunds is impacted. They will need to drop this claim before any refunds can be issued. Addtionally, please note that as a safeguard against compromised accounts they will be unable to make further orders until this issue is resolved.

  Customer Answer

  Date: 02/20/2024

  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've made several attempts to get a refund from the vendor but had not received any responses until now. The charge-back is my last attempt to receive my money back before using the legal system to do so. 
  
  
  Regards,
  
  ******** ********

  Business Response

  Date: 02/21/2024

  As mentioned, we are unable to process any refunds through our system once a chargeback as been opened. They will need to drop this claim before any refunds can be issued. We recommend contacting our customer service department directly for further assistance.

  Customer Answer

  Date: 02/21/2024

  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:02/16/2024

  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.

  TCGplayer has a payment hold on my account. I have been trying to change my deposit method for over a week. My bank account gave me an incorrect account number so now there is a hold on my account. On 2/13 I contacted TCGplayer in order to get the hold resolved.
  
  I got one response helping me with only half the problem. I reached out again trying to be more specific and have only received automated response. I have nearly $1,400 in limbo and no idea when they will be able to resolve this. I just need the hold removed so I can put in account information that worked previously.

  Business Response

  Date: 02/20/2024

  I have reviewed your account as well as the open ticket for this situation. At this time, you will need to continue trouble shoot the micro deposit issue with your bank and our tech team in order for your payments to be issued properly. We are unable to issue any payments until the bank account associated with your account has been verified. 

  Customer Answer

  Date: 02/21/2024

  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:02/13/2024

  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.

  Created a sellers account and started selling cards and they game me store credit but I wanted to actually receive payment and set up my back account. Went through the process and verified account. Then next day was u able to login to my account said account was locked. After a number of emails a the following week I got an email response that said our fraud system house locked your account and we cannot unlock it. They keep the money from the cards I sold and I have not heard back since. Based on the other complaints this seems to be a trend. I think they are running a racket.

  Business Response

  Date: 02/15/2024

  Hello, My name is Brittany and I am one of the Team Leads of the Customer Experience Department here at TCGplayer. 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. Please let us know if you have any further questions or concerns. All the best, Brittany Team TCGplayer

  Customer Answer

  Date: 02/16/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. There response is the exact same response they gave me.  There is zero explanation as to why and they have not answered back as to what has happened to make that happen.  As well as they still kept all the money I had in my account from selling cards and I can’t get a response about that either.   
  
  Regards, 
  
  *** *******

• Initial Complaint

  Date:02/13/2024

  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.

  I am a buyer on TCGplayer and recently, one of your bots deactivated my account for no reason. I have over 800$ store credits in the account and please help to get it unlocked so that I can make my purchases again. My buyer account email is ************************* 

  Business Response

  Date: 02/14/2024

  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.

  Customer Answer

  Date: 02/14/2024

  The business just deactivated my account without no warnings. I have completed several successful transactions in the past with no problems and  I still have over 800$ store credit associated with that account. The resolution I seek is just to unlock my account from the business.

  Business Response

  Date: 02/14/2024

  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. We apologize for any frustration that this has caused.

  Customer Answer

  Date: 02/14/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  The business is giving me the bot automatic response and I still have 800$ store credit associated with my account. The only resolution I seek is to get my account unlocked. 
  
  Regards,
  
  *** ***** ** **

  Business Response

  Date: 02/15/2024

  As per the TCGPlayer Terms of Service found here: https****************************************************************** TCGplayer does not make any warranties with respect to your gift card or store credit balance.  If we believe your gift card is being used suspiciously, fraudulently or in an otherwise unauthorized manner, we may suspend or prohibit use of your gift card. If you decide to terminate your account or your account is terminated by us, the Terms of Service will remain in effect even after your access to our platform is terminated or your use of our services ends. 

  Customer Answer

  Date: 02/15/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  The business mentioned the fraudulent use of gift cards and I didn't have any gift cards. My account is already associated with over 800$ store credits. Moreover, my account was deactivated by one of the bots mistakenly and business is refusing to unlock it and giving automatic responses. The only resolution I seek is communicate with a human representative and get my account unlocked. 
  
  Regards,
   
  *** ***** ** **

  Business Response

  Date: 02/16/2024

  This user continues to provide false information. The only source of available store credit on this user's account was purchased in the form of TCGplayer Gift cards. These were purchased in $200 increments. Additionally, this user's account was not deactivated by a 'bot' as they claim. This account was permanently terminated by our management team for fraudulent activity associated with their account. 

• Initial Complaint

  Date:02/06/2024

  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.

  Created a Seller account with TCGPlayer. After verifying my bank account information via TCGPlayers process of sending a specific amount to my bank. Once the verification process was confirmed, I then sold a product on 1/14/2024, which delivered to the customer on 1/16/2024. I have NOT received the payment. My account has been "under review" through all of this and now it shows my account with a payment hold with no explanation. I have emailed their team 4 (FOUR) times. The email states a response will be provided within 24 hours. Emails were sent, in order, 1/1 - 9:41PM EST, 2/11 - 12:52PM EST, 2/2 - 3:28PM EST, 2/5PM 9:02AM EST. Again, no response for any of them. When trying to contact via telephone, the prompt states TCGPlayer does not utilize Customer Support personnel. Absurd, considering the amount of times this has happened to personnel attempting to sell through TCGPlayer. To conclude, I would appreciate my payment ASAP.

  Business Response

  Date: 02/07/2024

  Hello, My name is Brittany and I am one of the Team Leads of the Customer Experience Department here at TCGplayer. We sincerely appreciate your business and apologize for the delay in response you have experienced. Your patience has been greatly appreciated. Typically we can respond to customer requests within 24 hours. However, the last year of growth and the holidays have proven to be challenging. Our team is experiencing many requests, and we are doing our best to deliver the service our customers have come to expect. When we fall short of these expectations, please know that we are creating and adapting strategies and improving processes to continue to meet and exceed your expectations. We apologize for any concern this has caused you! Our system had automatically flagged your account during a normal review process. I can assure you this hold was accidental and your payments are queued as normal now. We take the security of our sellers and buyers very seriously. I really appreciate your diligence and patience when selling with us, I'm super sorry for any concern this has caused you. Please let us know if we can be of any further assistance, we are here to help! It appears that this issue has since been resolved, so please do not hesitate to reach out if you need assistance with anything else. Thank you, Brittany Team TCGplayer

• Initial Complaint

  Date:02/05/2024

  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.

  Emailed support multiple times, messaged them through their own website multiple times. I was offered a solution for a missing package and then contact immediately gets dropped. Haven't had any responses since then. Why even offer support if you're not going to support?

  Business Response

  Date: 02/06/2024

  Hello, My name is Brittany and I am one of the Team Leads of the Customer Experience Department here at TCGplayer. Thank you for contacting us. We sincerely appreciate your business and apologize for the delay in response you have experienced. Your patience has been greatly appreciated. We understand your desire to resolve this issue as soon as possible, but please note that repeat requests for the same issue can cause a potential delay in response. Typically we can respond to customer requests within 24 hours. However, the last year of growth and the holidays have proven to be challenging. Our team is experiencing many requests, and we are doing our best to deliver the service our customers have come to expect. When we fall short of these expectations, please know that we are creating and adapting strategies and improving processes to continue to meet and exceed your expectations. I can see that your request was sent in yesterday afternoon; rest assured that you will be receiving a response from an agent who will be happy to assist with your issue shortly.  Thank you, Brittany Team TCGplayer

• Initial Complaint

  Date:01/27/2024

  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.

  My complaint is right in pine with the other 139 complaints online about this company. I have NEVER sold on this site before but have on other sites. Was referred to this site and was told they were AMAZING but my experience has been anything but that. I attempted creating an account for selling got everything set up and upon finalizing the account after I entered my banking information it locked me out. I see this as a trend with this business and heavily suggest they be investigated for banking fraud since personal banking information is stored on this site and then users are being locked out. I just want my account unlocked and for it to be usable. The risk matrix garbage from other users issues is a pathetic excuse so again either they are committing fraud or they need to get it together and fix things in the time stated not 72 hours later and ZERO resolution

  Business Response

  Date: 01/29/2024

  Account issues are actively being worked on with our Account Safety team. Apologies for the delay and we hope to see this resolved soon! 

  Customer Answer

  Date: 01/29/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as they actually fix it. The system should NOT lock me out of my account for me changing the email. Verifying the new email with the system by following all guidelines and procedures but then you're locked out? Why? This is absurd for this to happen. 
  
  Regards, 
  
  ****** *****

• Initial Complaint

  Date:01/22/2024

  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 am a seller on TCGPlayer Direct. I had a non-Direct, Pro Seller Level 4 account until around December 20, 2023, where I was accepted to start the Direct seller program. I have 100% positive feedback, including for several high-value transactions ($400-$700) that went off without a hitch. At the beginning of 2024, TCGPlayer began delaying my seller payments without informing me. They would schedule a payment Monday, then before the payment, reschedule it payment for Thursday without warning, explanation, or any communication whatsoever.
  
  I noticed this and contacted TCGPlayer Pro Support on January 7th. "***" replied two days later on the 9th, explaining that all my payments had been paid out, which was incorrect, and continued delaying my payments. After contacting again on January 15th, pointing out additional rescheduled payments and insisting on getting an explanation, I received the following from TCGPlayer Pro Support, this time from "****":
  
  "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. We apologize for any frustration that this has caused."
  
  For a period of 2-3 weeks, they suspected fraudulent activity on my account and chose not to inform me, warn me, or take any action other than simply deny my payments.
  
  Direct works by sending in product to replace what TCGPlayer has sold. I am currently unable to send two shipments because I don't know if or when I'll be paid for them.
  
  I have reached out several times since the 16th to resolve this and have received no reply.
  
  I would like to continue working with TCGPlayer and the Direct program. I have not done anything fraudulent and am more than happy to answer any questions or provide documentation to satisfy this situation and resume, including to law enforcement.

  Business Response

  Date: 01/23/2024

  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.

  Customer Answer

  Date: 01/23/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
  My account is not currently locked. I can still log in, list inventory, participate in the *******, etc. Only my payments are affected. Am I to understand that I can still participate in the Direct program, but that I have to accept delayed payments?  The fact that I cannot have a meaningful dialogue with anyone from TCGPlayer should be concerning for anyone considering creating a seller account. This response is, unfortunately, unsatisfactory. I am still not convinced that I will be paid for the product I am withholding on my two Reiumbursement Invoice shipments, and am therefore forced to continue withholding them until a meaningful resolution can be reached. 
  Regards, 
  
  ********* ******

• Initial Complaint

  Date:01/11/2024

  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.

  As a seller on tcgplayer I sold a 3 pack blister to a customer that said the packs were not in the correct slots I advised I would not accept a refund for packs falling out of the plastic mold. Tcgplayer came in without my knowledge or consent and issued a full refund from my bank account and let the customer keep the product. Therefore I am out the full order amount along with shipping, but also lost the product. This is not right and I will never sell another item on this platform. They stole money from my bank account.

  Business Response

  Date: 01/12/2024

  TCGplayer customer service stepped in to resolve an issue between a buyer and seller regarding a condition issue with an order.  As per the Disputes section of Marketplace Seller Agreement the seller agreed to before going live for sales: DISPUTES You agree to release TCGplayer from claims, demands and damages related to transaction disputes with buyers. If a dispute arises, buyers and sellers are expected to work with each other on a resolution. At times, TCGplayer Customer Service may assist with disputes between buyers and sellers on our platform.  While providing such assistance, TCGplayer Customer Service may apply full or partial refunds to resolve disagreements; any and all refunds are at the discretion of the Customer Service Team.