Complaints

This profile includes complaints for Panini America's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Panini America

  5325 FAA Blvd Ste 100 Irving, TX 75061-3608

• 

  Panini America

  , Irving, TX 75061

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/23/2025

  Type: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.

  I have waited 22 and 21 months for replacements of 2 trading cards. After submitting my initial order in August and September 2023, I had to request replacements almost a year into waiting. Ive now been waiting a year for replacements, totaling a 2 year wait time. During that time the value of initial order has decreased by almost 200%. Panini responsiveness to this has been almost non-existent

  Business Response

  Date: 06/05/2025

  We are very sorry for the time it took to fulfill your tickets.  We are sending your replacements now, and you should receive them soon.  Please let us know if you have any further questions.

• Initial Complaint

  Date:05/22/2025

  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.

  I have spent so much money on Panini the last few years. It takes forever to get a redemption back and it can be very frustrating. My issue is when they do send it, most of the time its damaged. Quality control cant get any worse! I exchange redemption points for packs, guess what! Every time they send me a pack the cards are damaged. My ***** ******** encased auto had a huge scratch on it! Its flat out Rediculous. I constantly take an L! Its on my dime and not paninis! Im so done with it and when I call with frustration you guys tell me it is what it is! Terrible customer service and the quality control is even worse. Im not lying! I wouldnt make it up! You should see how loyal I have been just In the amount of redemptions I have. Im not spending anymore money on Panini. When I get a redemption from ****** or Topps it comes in 2 weeks from the day I submitted and and it always comes clean unlike your product, I chose you over all the other brands and you continue to let me down! Good luck to you guys I know I cant be the only one who feels this way

  Business Response

  Date: 06/03/2025

  Hello Mr. **************** apologize for the time it takes to fulfill redemptions, but we have over ******* tickets in the queue and that number continues to increase every day. We are trying to work on lowering wait times, but there is a delay in fulfillment due to the amount of tickets we receive each day. 
  
  Also, for any damaged product, you will need to create a Factory Damage Ticket to see if it qualifies to be replaced.  We would be more than happy to review your products and will let you know what we can do for you.
  
  Please understand that we are working extremely hard to fulfill each and every one of the tickets we have in queue, and we value your business with us.
  
  Best Regards

• Initial Complaint

  Date:05/22/2025

  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.

  Spoke to the company on the phone in January and was advised to file a ticket over missing case hit from the purchase of a full case of Donruss Football boxes. Was told a replacement would be issued, but could take a little longer than 30 days. Ticket #*****. Paid to ship the requested packaging info back to Panini as requested - confirmed delivered Jan 21. Delivery conf picture attached. Panini rejected the ticket a month later stating my mailed submission was not received. I called them - they confirmed received and the ticket should auto re-open when processes, then my missing card would ship. *** 30 days. Called back again in March. Again, Panini confirmed that they had my submission but had not processed it yet. Told Id be sent my replacement in 30 days. I also sent an email (attached) to follow up. Called again in April. Again, youll get your replacement in around another 30 days. May now. Got a message from Panini a week or so ago to call back on my ticket and confirm my shipping address. (Attached). Called today, and after initially being told everything was still in process. I asked if there was anything that could be done since this same thing has gone on for months (and eaten up a ton of my time), she came back after talking to her supervisor and said that Panini isnt willing to do anything, including send the missing case-hit card that they had offered several times to replace from the beginning if I followed their process, which I have bent over backwards to try to do. This is not acceptable. I purchased an entire case of cards to receive a case hit, and everyone I spoke with at Panini until today told me that they would make things right. I want my case hit and an apology. This is not how customers should be treated.

  Business Response

  Date: 06/03/2025

  Hello Mr. **************** do see what happened in this ticket and I apologize for any misleading information you received from us,but the Case Hit that was not included in your case is NOT guaranteed,unfortunately.  These hits are specified as On Average which means that you are not guaranteed to find them in each of the cases.  Im very sorry that you were told this ticket would be fulfilled and that you would receive the Case Hit, but that is not going to sent. 
  
  However, due to the misinformation that was provided to you, I can send a Sparkle Pack that would cover the value of the Case Hit that you might receive in each of the cases.
  
  Best Regards

  Customer Answer

  Date: 06/03/2025

  I have reviewed the business response and accept this resolution for a Donruss Football Sparkle Pack to be sent as a replacement.  Thank you. 

• Initial Complaint

  Date:05/10/2025

  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.

  For the past two years, I have purchased thousands of dollars of cards from both Panini and Topps. Through opening packs myself, I was able to acquire 4 redemptions from Panini and 2 redemptions from Topps. After submitting my redemptions to Topps, they both arrived in less than three weeks and in great condition. Panini, however, sent me my first redemption ONE YEAR later and the card was badly damaged. I would not say anything if it was an on-card auto, as the player may have damaged it. But the auto was a sticker auto and Panini took poor care of their card while waiting for the auto. Another redemption currently says closed, but I havent received it yet. I cannot believe the customer service and quality of product that Panini puts out and gets away with. Topps cannot take over soon enough. I am completely done with Panini.

  Business Response

  Date: 05/23/2025

  Hello,
  
  We apologize for the wait time that ensues with redemptions, but it is almost always a process that we cannot complete in a time frame that you would prefer.  This is due to the fact that we create redemptions to allow the athletes to flexibly organize their time and busy schedules to fulfill all of their respected obligations, also there may be delays that happen.  We assure you that you will receive either the exact card you redeem, or a replacement of equal or greater value as stated in our terms and conditions.
  
  I went through the ticket numbers you provided, and I see Ticket# ******* shows to be delivered to the address you have on file on May 13th.  Ticket# ******* shows to be delivered to the address you have on file on May 7th. Ticket# ******* shows delivered on August 7th of last year, and for the last ticket you mentioned (3190124),you should be receiving it very soon.
  
  For any cards you receive that have defects, please create a Factory Damage Ticket on our website (******************************).
  
  Please let me know if you have any further questions.

• Initial Complaint

  Date:04/20/2025

  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.

  In December of ************************************************* I had to redeem this through the Panini app. I did so and now almost 2 years later I have not received a single word from Panini about it. I've tried checking on the status and sent in an email. No response. I've tried reaching out to multiple emails that they provided that all told me they were not monitored after sending them. I've sent countless emails and received nothing in return. The card I'm owed is worth at least $200 and they refuse to reach out and help me get it

  Business Response

  Date: 05/02/2025

  We know there may be some frustration, when waiting for your highly valued and highly anticipated redemptions, but it is normal to expect to wait for some redemptions. We do apologize for the delay and hope you can understand that we are doing our absolute best to fulfill older tickets across the board that may have fallen into a delayed phase in the past. Your redemption is now fulfilled, and we hope you enjoy your cards. Please let us know if you have any other questions.

  Customer Answer

  Date: 05/02/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/17/2025

  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.

  Original Transaction took place Sep 16, 2021 | 04:17 PM PRODUCT 2021 Donruss Donruss The Rookies Autographs REDEMPTION CODE A364AABN3KB #**(/299)CARD#** PLAYER **'**** ***** I submitted a redemption request for a card I originally pulled from a purchased pack. Its now been nearly four years, and Im still without a resolution. After waiting endlessly with little to no communication, I finally requested a replacement card in November 2024 to avoid further delay. Yet here we aremonths laterwith no card and no progress.The value of the card has significantly increased over time, and the ongoing delay is now costing me hundreds of dollars. Responses, when they do come, are extremely slow and lack any clear explanation for the holdup or what steps are being taken. When they finally reply, it's only to refer me to a website that doesnt even ******* this point, the process feels like a scam. I paid for this card, and I should have received it by now. The lack of accountability and transparency is unacceptable.Last email from 1/29/25 Hello ******, Thank you for reaching out. Please see below most updated link. ************************************************ Best Regards ****

  Business Response

  Date: 05/01/2025

  Hello,

  We know there may be some frustration, when waiting for your highly valued and highly anticipated redemptions, but it is normal to expect to wait for some redemptions. We do apologize for the delay and hope you can understand that we are doing our absolute best to fulfill older tickets across the board that may have fallen into a delayed phase over the past. Your redemption is now fulfilled, and we hope you enjoy your cards. Please let us know if you have any other questions.

• Initial Complaint

  Date:04/10/2025

  Type:Order 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.

  Submitted a redemption for a signed card Oct of 2023. Every time I call no one has any idea what's happening nor seems to care. No one has any answers

  Business Response

  Date: 04/23/2025

  Hello,

  We know there may be some frustration, when waiting for your highly valued and highly anticipated redemptions, but it is normal to expect to wait for some redemptions. We apologize for the wait time, but we are experiencing an extremely high volume of ticket requests. However, we were able to allocate some time to look into this specific ticket and your redemption is now fulfilled. We hope you enjoy your cards, and please let us know if you have any other questions.

  Customer Answer

  Date: 04/23/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally raise a complaint regarding a defective 2024/25 Panini Prizm Basketball Hobby Box that I purchased from a reputable third-party retailer for a total of $810.74. Upon opening the sealed box, I discovered an abnormal sticky substance covering the packaging and contents. Even more concerning, the box appeared to be infested with insects. This condition clearly points to a severe manufacturing defect.The retailer who sold me the product thoroughly inspected it and acknowledged the issue was not their fault, but a manufacturing error. Unfortunately, they informed me they could not assist further and advised me to contact Panini directly for resolution.Since then, I have made several attempts to resolve this matter with Panini, only to be met with silence or unhelpful responses. On the few occasions I was able to speak with a representative, I was treated dismissively and unfairly, as though I was somehow at fault for the condition of the product. This level of customer service is unacceptable, especially given the premium price paid for what is supposed to be a high-end product.I am requesting an immediate replacement for the defective box, and I also believe an apology is warranted for the poor treatment I have received throughout this process. I hope Panini will stand by its commitment to product quality and customer satisfaction.

  Business Response

  Date: 04/16/2025

  Hello,

  We understand your concerns, but due to the fact you bought it from a third-party seller, complications may happen more unexpectedly.  Unfortunately, we cannot replace anything without any evidence.  We request that you provide some evidence of this situation, and we will gladly assist you with your complaint.

  Thank you!

  Customer Answer

  Date: 04/18/2025

  I am rejecting this response because:   
  I have attached the receipt here . If you need anything more please email me . 

  Business Response

  Date: 04/25/2025

  Hello,

  Unfortunately, we cannot replace any products without picture/video evidence of your specific issue.  We request that you provide some picture/video evidence of this specific issue, and then we may further assist with this.

  Customer Answer

  Date: 04/25/2025

  I am rejecting this response because:   
  

  I already provided Panini with evidence previously, including the purchase receipt showing the sealed box was purchased from a reputable retailer. Panini is now requesting picture and video evidence after the fact, despite my prior detailed description of the defect, which included the presence of an abnormal sticky substance and insect infestation inside a sealed box a clear and serious manufacturing defect.
  
  By the time Panini finally acknowledged my concerns enough to ask for photo or video evidence, the defective product had already been disposed of due to health and safety concerns caused by the insect contamination. It is not reasonable to expect a consumer to retain hazardous material indefinitely while being ignored for weeks.
  
  Their repeated demands for evidence at this stage appear to be nothing more than an attempt to avoid responsibility rather than a genuine effort to resolve the situation. I acted in good faith and documented the purchase as requested. Paninis refusal to take ownership is not acceptable given the circumstances, the seriousness of the defect, and the price of the product involved.
  
  I am again requesting a full replacement for the defective product as a fair and reasonable resolution..
  
  

• Initial Complaint

  Date:04/02/2025

  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.

  Tried to redeem my card on 9/03/22 and I still have not received it. If you dont have the card in hard why do you put a reception out there. False advertisement and I didnt get what I should have out of the box I bought.

  Business Response

  Date: 04/15/2025

  We know there may be some frustration, when waiting for your highly valued and highly anticipated redemptions, but it is normal to expect to wait for some redemptions. Your redemption is now fulfilled, and we hope you enjoy your cards. Please let us know if you have any other questions.

  Customer Answer

  Date: 04/16/2025

  I have reviewed the business response and accept this resolution. They sent a replacement card that has a better value than the one I was supposed to get in the beginning.

• Initial Complaint

  Date:03/31/2025

  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.

  I bought multiple boxes of Panini cards years ago. Some of those boxes contained redemptions for signature cards that I submitted to Panini through their proper channels. Those submissions from 2022 have still not been fulfilled and Panini gives no indication of when they will be delivered to me. At this point, it feels like Panini has completely ripped me off!

  Business Response

  Date: 04/11/2025

  We know there may be some frustration, when waiting for your highly valued and highly anticipated redemptions, but it is normal to expect to wait for some redemptions. Your redemptions are now fulfilled, and hope you enjoy your cards. Please let us know if you have any other questions.

  Thank You!

  Customer Answer

  Date: 04/11/2025

  I am rejecting this response because: although the redemption request has been fulfilled (with replacement cards that are objectively better than my original redemptions), it took me filing a complaint with the BBB to compel Panini America to fulfill their obligation. How much longer would I have waited had I not filed that complaint? Would I still have received the better replacement cards if I didnt file a complaint? How many other members of the trading card community are waiting an indefinite period of years for Panini America to fulfill their obligations who also have no idea that they can file a complaint with the BBB to help move the situation along? Panini Americas pattern of neglect regarding redemptions seems to be widespread and has undermined the confidence of collectors in one of the largest trading card companies in the world. I also take issue with Panini America not acknowledging the unconscionably long multi-year wait to fulfill their obligation. Its one thing to be frustrated while waiting for redemptions (as Panini America attempts to acknowledge in their response), but its a completely different situation to be ignored for 2-3 years without any updates about the status of the redemptions.

  Business Response

  Date: 04/15/2025

  Please understand that most of the delays in fulfillment stem from many different factors.  The main factor will always be that we cannot guarantee that every card will be signed and become available to have all redemptions fulfilled. This is due to the athletes availability and their willingness to complete their many signings that they have.  Another major factor in the delay of older redemptions was that during the pandemic, we were out of the office for a quite a while and redemptions were still being redeemed.  This isnt to say that we are unable to help with the older redemptions, but we still had customers redeeming their redemptions during that time, and it created a massive delay.  It not only left older tickets unsigned, but the effects of the pandemic caused a great deal of problems mainly being a backlog in tickets that we are still finding to be outstanding including post pandemic tickets.  We understand that this is frustrating, and we apologize, but most tickets are being fulfilled by customers letting us know that they have been waiting for too long.  We are working towards shortening the backlog,and we still have a little bit of a way to go while we move forward and continue to make our prized products. 
  
  Thank you so much for being a collector and we hope you enjoy our products.

  Customer Answer

  Date: 04/15/2025

  I am rejecting this response because: the explanation given by Panini America should have been sent to those waiting years for redemptions at periodic times over the last few years instead of the explanation being given in response to a complaint with the BBB. Updates directly from Panini America every quarter or 6 months are the least the company can do if all the hurdles laid out in their most recent response persisted. Additionally, as a token of understanding and a show of good faith, Panini America should have offered Panini Rewards Points to those waiting with each of the periodic update.