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:01/01/2024

  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.

  Since May 1 2022 I have had problems. I list trading cards on a sellers portal through TCG company. I sent cards that customers picked out to the customers and am supposed to get paid the price of the card minus the shipping and a supposed 10 percent flat rate. Unfortunately I have never been paid for the merchandise I sold on the extremely well known business sight. I have literally reached out via email 50 times to resolve the issue with just a response to a AI programmed email. This business has ruined my reputation and has destroyed a good chunk of my trading card collection. The company refuses to send back my merchandise or my payments. I just want to be done with this company and recover my trading cards. I have a list of every trading card they owe me.

  Business Response

  Date: 01/17/2024

  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.
  

• Initial Complaint

  Date:12/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/08/23 purchased product that was described as brand new, but was prodict arrived opened and shrink wrap not present. TCGplayer stated to return it, provided return label. Sent item back to TCGplayer and confirmed they received in on tracker. Its been 3 days since and they have not responded to the multiple emails sent regarding getting my refund. Email from support stated that once return received, refund would be processed immediately. It's been 3 business days since the return.

  Business Response

  Date: 12/29/2023

  Greetings, Thanks for reaching out to us. I do see that this refund was completed earlier today. If there is anything else we can do to assist you please let us know. Thanks, Team TCGplayer

• Initial Complaint

  Date:12/16/2023

  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.

  Since at least 12/04/2023 I have been locked out of my TCG player account. It took about a week for some to get back to me saying "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." I have done nothing and had no problems paying for the items I purchased on the website. I asked to speak with a manger on the 11th and sent several emails and have heard nothing back. I would just like access to my account.
  
  Thanks

  Business Response

  Date: 12/18/2023

  Hello, My name is Brittany and I am one of the Team Leads of the Customer Experience Department here at TCGplayer. We do apologize for any frustration this has caused you, but due to our internal fraud systems we are unfortunately unable to unlock this account. Please let us know if you have any further questions or concerns. All the best,BrittanyTeam TCGplayer

• Initial Complaint

  Date:12/14/2023

  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 regularly make purchases on TCGPlayer, averaging more than 1 a week. I've never had an issue with any order from any seller on my buyer account. I pay promptly and rate immediately upon receipt of the package.
  
  I tried to open a seller account through my buyer account to list some bulk items I received from a local card shop. Immediately I was told to contact the TCGPlayer sales team. After a week of my account staying under review, I reached out and was told I'd receive a response within 48 hours. A week later I sent another email in with my previous ticket number asking for a status update or any communication at all.
  
  Several days later I received a response telling me my account was locked by fraud detection and they were unwilling to unlock it or explain what caused this. I have offered to provide legal documentation of my identity as well as the items I attempted to list. This was ignored and I have been left without any recourse to use the seller platform that was heavily advertised to me on my buyer account.
  
  I am more than willing to work with their sales team to get them the information they need to verify me. I have sold on other platforms without any issues and am familiar with best practices for listing and shipping items. I also handle shipping for an online business my partner runs.
  
  Ostensibly, they have no issue allowing me to continue spending money on their platform while my seller account is locked as I have been continuing to make regular purchases.
  
  The only resolution I seek is to unlock my account so I can sell items on TCGPlayer, or at least have specific reasons my account is locked communicated to me. Preferably in a timely fashion, rather than being left in the dark for weeks.

  Business Response

  Date: 12/15/2023

  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: 12/16/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The response here is the same I received directly from them, however my account has been unlocked, which is the resolution I wanted. Thank you for assisting me in teaching it. 
  Regards, 
  
  ******* *******

• Initial Complaint

  Date:12/06/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted customer support for an issue on a promotional item. The company has responded in a very rude and unprofessional way. I am extremely unhappy with the way they have treated me as a loyal customer. I am also seeking to get the promotional discount added to my order that way places merely several hours before the promotion started. I would think that a company would like to keep their loyal customers. But it appears that this company shows a lot of disdain for their customers. The response I received back from the company was extremely rude and in addition to the promotion being applied to my account, I would like someone from the company to call me (not email me) and apologize and help work out a resolution to this.

  Business Response

  Date: 12/07/2023

  Unfortunately we are unable to respond via phone call, as we do not currently utilize phones for our customer service. We primarily operate via email in case we need multiple team members to help answer questions and this does allow us time to gather all of the responses and provide them quickly.  Additionally, we do not offer any retroactive credits as our sales are uniquely timed, and our promotional Store Credit (previously Bonus Bucks) terms exclude prior purchases, gift cards, sealed products, and all other items not specified by the promotion terms. The full disclaimer can be found here - *********************************************************************************************- Promotion on all products runs from November 24, 2023 starting at 9:00 am EST and ending November 27, 2023 at 11:00 pm EST.  - This promotion excludes prior purchases, gift cards, taxes and shipping. Store credit is non-transferable. Cannot be combined with other offers.  We're not able to retroactively apply credits to orders that are placed outside of sales promo time frames. 

  Customer Answer

  Date: 12/07/2023

  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 made the purchase on November 24 and they still refuse to give me the promotion. I would like the promotion to be applied 
  
  ***** ******

  Customer Answer

  Date: 12/07/2023

  Here is my purchase data  

  Business Response

  Date: 12/07/2023

  Hello, My name is Brittany and I am one of the Team Leads of the Customer Experience Department here at TCGplayer. TCGplayer recently ran a promotion that ran from November 24, 2023 starting at 9:00am EST and ended on November 27, 2023 at 11:00pm EST. The purchase mentioned in the complain was made November 24, 2023 at 4:07am EST, which is nearly five hours before the promotion started. We state in our Store Credit Disclaimer **********************************************************-Promotional-Store-Credit-Disclaimer) that only purchases made during the parameters and timeframe of the promotion are eligible, which unfortunately the order stated in this complaint is not. Due to this, the customer's request for a retroactive credit was denied. Please let us know if you have any further questions or concerns. All the best, Brittany Team TCGplayer

• Initial Complaint

  Date:11/30/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase on 9/18/23. It was a 6 pack of *** ***** cards. I payed $24.81
  My order number is *********************
  I have not received my order or a replacement.
  I have gone back and forth with this company and nothing has been done to resolve my problem. At this point in time I would really like a refund.

  Business Response

  Date: 12/01/2023

  In reviewing this situation I see that you have not contacted our customer service team for assistance.  As per TCGplayer's Buyer Safeguard - ******************************************************-TCGplayer-Buyer-Safeguard If during the course of your communication with the seller you feel that you would like TCGplayer to be involved in resolving the issue, please contact our dedicated Customer Support team. Please include the associated Order Number in the subject line and any details. Our customer service team will review all of the communication from the order directly with the seller, and if they are not responding in a way we feel is adequate, we’ll step in to resolve the problem on your behalf and issue full or partial refunds where your order has not arrived or is not as described. 

  Customer Answer

  Date: 12/01/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   In their response they said I did not contact customer support and want me to contact them. This in fact is not true and will get me no where.   I did contact customer support on multiple occasions. I communicated my problem and concerns with them after I waited the 15 business days for the shipment of my product and since then I have been going back and forth with them. All I got was empty promises and almost 3 months later I still do not have my item.  This is poor business management and I would very much appreciate a full refund.  
  
  Regards, 
  
  ****** ******

  Business Response

  Date: 12/01/2023

  TCGplayer is a marketplace that allows 3rd party sellers to list and sell items. The customer has reached out to the seller directly for assistance, but has not reached out to TCGplayer support for additional assistance if the seller was unable to resolve their issue. To fully assist with this issue, the customer should reach out to TCGplayer support. The full terms of the TCGplayer buyer safeguard can be found here  ********************************************************************************

  Customer Answer

  Date: 12/04/2023

  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:11/25/2023

  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.

  Constantly having my orders rejected without having a reason. They continue to tell me that customer service will reach out to me with a resolution but hasn’t happened yet and this issue has persisted for an entire week. They have no phone number to reach them and the only help they give the customer is a bot that sets up service request numbers but their support doesn’t even reach out to you for assistance. I just want help and assistance having my order completed. I’ve tried purchasing different ways with no resolution. Made a new account and same issues continue to happen.

  Business Response

  Date: 11/27/2023

  User's account unlocked after security/verification steps and is now able to place orders without issue 

  Customer Answer

  Date: 11/28/2023

  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:11/23/2023

  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 created on TCG Player.
  Email gets verified.
  Create seller portal.
  Have bank information verified.
  Maybe forget password once or twice.
  
  Then I see account is still in verification.
  Then get email saying account has been locked for fraud?
  
  
  How? It was only recently created.
  It hasn't sold or bought any products and the company gives no reason or explanation to why.
  
  Just a automated sorry for the inconvenience.

  Business Response

  Date: 11/27/2023

  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 we are unable to move further with their request at this time. We appreciate your understanding with this matter

• Initial Complaint

  Date:11/17/2023

  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.

  On October 31st I placed an order through TCGPlayer.com using their website. I attempted to order trading cards, the product TCG Player facilitates the transactions of. The total of the order was $36.59.
  
  My order arrived and I was disappointed to discover I received trading cards in a different language than the language I was shopping in. Upon double checking the website I found that even though a picture of an English card was displayed and the filters of my search were set undoubtedly to “English” I was still presented with foreign cards. These cards are marketed in a deceiving way, not outright saying “FOREIGN” and to boot TCG Player offered shipping incentives on these cards.
  
  The cards were returned, and according to tracking the cards arrived back on November 15th, however I still have not gotten a refund and I was forced to pay return shipping of $5.
  
  The actions of TCG Player are neglectful and deceptive, if the correct image had been displayed this could’ve been avoided. This does not even attempt to make sense of the incentives present for purchasing these items. The easiest solution of all is to ensure the filters coded into the website work correctly.
  
  This business offers no option to call in. After using the robotic chat feature I was emailed by a person named ****** who offered no solutions.
  
  BBB does not allow video attachments to complaints, but I possess a video displaying an ENGLISH card on the same exact listing that created this issue.

  Business Response

  Date: 11/20/2023

  Unfortunately, the display for foreign ******* cards is limited to listing them with photos and a description. A reimbursement for the shipping cost to get the item back to the seller has been provided as Store Credit.  

• Initial Complaint

  Date:11/17/2023

  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.

  Today I tried using the TCGplayer website to make a purchase and it keeps kicking my transaction out forcing me to use an AI to resolve it. However, the AI seems only to loop the same questions over and never provides any help resolving my order failing.

  Business Response

  Date: 11/20/2023

  Issues with purchases but most recent transaction went through successfully. User can write into TCGplayer if any additional issues arise and we will happily assist!