Business Profile

Baseball Cards

Panini America

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Complaints

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

Customer Complaints Summary

371 total complaints in the last 3 years.
91 complaints closed in the last 12 months.

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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:02/16/2024
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.
Company will not fulfill my redemptions even though it has been over 2 years. I requested to have a redemption replacement but I have still not received anything. I contacted their support number a year ago to which they answered and said that ******************* would sign the card and I would receive it shortly, which didnt happen. I have tried to email and call their redemption support numerous times but they havent responded once since.
Business Response
Date: 02/29/2024
Hello,
We apologize for the time it took to fulfill your redemption. After speaking with you on the phone, we are happy to have reached a resolution. Please give us a call if you have any questions or concerns.
Initial Complaint
Date:02/13/2024
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.
1. Issue #1 I bought a box of cards from panini and there was an issue with my order(I was missing cards that were guaranteed in the boxes I bought). I was told to ship everything back and so I did. They later sent me an email saying my request had been fulfilled with a tracking number. After getting the package I was given items from the wrong set. After this happened I had to create a new ticket because the old one's are automatically closed by panini with no way to reopen them. In my new ticket request I added my new address and I shipped them the package back.Once they got my item, they opened my old ticket request instead of using the new one I was forced to create.My old ticket had my old address which I didn't live in anymore so guess what happened? They sent me an email saying they fulfilled my request and sent the package to my old address.Because of this I immediately had to send a letter to them and it's been over a year with no response. No nothing. I've been out over $2000 because of this.I emailed and guess what? My mother died of covid yet I still had to work and Panini used COVID as the reasoning to why they haven't gotten to my ticket yet. This has been there only response to my 50+ emails to them.2. Issue 2 I sent in a card for replacement because it was factory damaged. This was in 2022 that I sent and created a ticket with the company yet I've yet to hear anything back or get anything back.3.issue 3 I bought a box of cards with missing items and created a ticket on June 2022 and haven't heard or received anything.
Business Response
Date: 02/26/2024
After reviewing your account we have decided the following: For ticket *****, we will be closing the ticket as it does not meet the requirements to be eligible for QA. Genesis ***** are not guaranteed in this product. For ticket *****, we will be sending an autographed card from 2020 mosaic Serie A soccer. For ticket ******, we will be sending an equal value replacement football card in place of the damaged ***************************** card.
Customer Answer
Date: 02/26/2024
I am rejecting this response because: It was a response asking me to explain each issue I have.
Business Response
Date: 03/05/2024
Yes, we have reached out to you so that we could fully understand your situation. After reviewing your account, we are fulfilling your tickets as previously stated in the last response.
Customer Answer
Date: 03/05/2024
I am rejecting this response because: The business has made no attempts to resolve any of my issues. I responded to the email with the information they requested and nothing has happened since then. No progress has been made since my original complaint.
Initial Complaint
Date:02/08/2024
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.
This pack was to contain 8 cards this came with only 4.
Business Response
Date: 02/21/2024
You can submit a ******************* ticket through the 'Support' page on our website. (www.paniniamerica.net) Here, you will need to follow the steps completely in order to adequately submit the ***************** ticket to receive any missing product.
Initial Complaint
Date:02/06/2024
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 purchased a panini product that had a mysterious weight rattling around in the box. Maybe someone at panini put this in here to mark the weight down because of pack-weighers in retail stores, but when I opened up my product all of my cards were damaged.
Customer Answer
Date: 02/08/2024
All panini did was send me back my original damaged box and cards. They did not replace the item that I had purchased.
Business Response
Date: 02/21/2024
In order to have your cards worked in 'Factory Damage', you must create a 'Factory Damage' ticket. You will find this under our 'Support' page (www.paniniamerica.net). You must follow the steps completely, in order to have your tickets/product assessed and/or replaced. To find more information about the process, please visit our FAQ's page on our website.
Customer Answer
Date: 02/21/2024
I am rejecting this response because:
how on earth did this piece of garbage end up in a box of panini product? Tell me whos you think its okay to have that rattling around the box and shipped internationally to ****** to retailers. Its not like this is the first instance of factory damage from panini products. Every sports card group on ******** details the stuff they are forced to accept from panini constantly. This isnt right.
Business Response
Date: 02/28/2024
Hello,
Your complaint is not something that we take lightly into consideration for Factory Damage Claims. We will be emailing your listed contact for further details of the complaint. Please respond to that email for a better customer service experience.
Initial Complaint
Date:02/04/2024
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.
Company is hard to get ahold of through email.I messaged them multiple times expressing my concern with my card I got and that the time period if 120 days has expired and I would like to get my replacement as it has been 134 days.I get an email saying my 120 days has not been up when in fact it has been over that. I told them how many days it has been and haven't received a response back on that matter.I have made a handleful of other tickets regarding this problem since the beginning of January and still have not received a response.Panini Redemptions are a huge waste of time and I will not be wasting my time anymore with them.
Business Response
Date: 02/16/2024
I sincerely apologize for the response you received. Please give us a call at our **************** Line: ************** for more up to date information. Occasionally, we are able to provide redemptions and replacements in a quicker than expected manner. At the moment, we are working through a backlog of replacement requests. This may cause a delay in fulfilling replacement requests. Please be patient while we are working through the high volume of tickets.
Customer Answer
Date: 02/16/2024
I am rejecting this response because: It's ridiculous, everybody I've talked to experiences the same problem everytime they have Panini Redemptions.
The posting says "120 days you can request a replacement" if you guys don't have a replacement for the 120 days your page shouldn't say it.
Shouldn't have to wait 120 days and wait longer for a replacement when it clearly states that at/after 120 days you can file for a replacement. It makes no sense.

You guys gotta get your stuff together, I also have 2 other redemptions in my account that are past the 120 days now again and I'm told it can take up to ANOTHER 120 days for replacement?! Why did I just wait 120 days to begin with then?

Myself and quite a few other people that stream and post breaks and have a good time will more than likely be done with this because it is getting out of hand.

It's not our problem that you're behind on requests, we're customers and we just want what we were told we were gonna get to begin with, not wait 120 days, get nothing, have to wait another 120 days, for what.? A sparkle pack? Ridiculous.
Business Response
Date: 02/27/2024
We are working as fast as we can to catch up on all replacement requests. If you would like to receive sparkle packs as a replacement, that would be the quickest way to receive a replacement (as long as the initial 120 day waiting period has been surpassed). The initial 120 day waiting period is a set requirement. We apologize for any inconvenience you may experience while we are working through these requests.
Customer Answer
Date: 02/27/2024
I am rejecting this response because: I've talked to multiple representives and the last one I talked to over weeks ago said my request was moved up to Tier 2 and I haven't heard a single word from anybody.

I already told the last representative I would accept 4 sparkle packs for the (2) ************* autographed memorabilia redemptions I have in my account but never even got a response back from that.

I do not want a sparkle pack/packs for the *************** autograph, I want that card fulfilled because it helps complete my set island he is my all time favorite wrestler and that is a fairly expensive card to just not have filled
Customer Answer
Date: 03/24/2024
Company is failing to respond to my last BBB request, anything I can do about this?
Customer Answer
Date: 05/20/2024
Still have not been able to get anywhere with the *************** autograph redemption. I had 2 different redemptions I ended up just taking sparkle packs for.

I would still love to get my *************** auto redemption, or the Rock or *************************** or ******************* or somebody just as big as him. He's a hard signature to get and very valuable. I haven't gotten a a single response on his redemptions and it's been well over a month maybe even 2 since last contact on his autograph
Business Response
Date: 05/29/2024
We apologize for any inconvenience or any issues that you may have experienced. Fulfilling customersorders and expectations is an intricate system in the Sports/Trading Cards Business. We try extremely hard to meet expectations and ensure that customers are cared for in the most efficient manner. We are happy to have found a replacement suitable for your ticket, and you should be expecting it to be delivered soon! Please give us a call if you have any more questions or concerns.
Hours: 8:00am 5:00pm (CST) Monday - Friday
Toll-Free Redemption Line: **************
Initial Complaint
Date:02/04/2024
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 purchased a sealed box of football cards from the year 2020 last year and received a redemption card for an autographed ******************* rookie card. The card expired but I know this particular card was issued and signed as it is in circulation.Panini unilaterally issued me reward points in lieu of the card. The card has a value anywhere between $1,100 - $3,000.
Business Response
Date: 02/16/2024
Unfortunately, we did not have any more cards of your particular redemption available. Due to the redemption being expired, we are unable to provide you with any replacement, and in turn, your redemption is allotted rewards points.
Customer Answer
Date: 02/16/2024
I am rejecting this response because: I purchased the sealed product. The business clearly had the item in circulation but likely chose to keep the card for the National convention to give to others. Unacceptable giving points when the cards to buy with them are always garbage or the good ones run out in seconds.
Customer Answer
Date: 02/16/2024
I am rejecting this response because: I purchased the sealed product. The business clearly had the item in circulation but likely chose to keep the card for the National convention to give to others. Unacceptable giving points when the cards to buy with them are always garbage or the good ones run out in seconds.
Customer Answer
Date: 02/16/2024
I am rejecting this response because: I purchased the sealed product. The business clearly had the item in circulation but likely chose to keep the card for the National convention to give to others. Unacceptable giving points when the cards to buy with them are always garbage or the good ones run out in seconds.
Customer Answer
Date: 02/16/2024
I am rejecting this response because: I purchased the sealed product. The business clearly had the item in circulation but likely chose to keep the card for the National convention to give to others. Unacceptable giving points when the cards to buy with them are always garbage or the good ones run out in seconds.
Customer Answer
Date: 02/16/2024
I am rejecting this response because: I purchased the sealed product. The business clearly had the item in circulation but likely chose to keep the card for the National convention to give to others. Unacceptable giving points when the cards to buy with them are always garbage or the good ones run out in seconds.
Customer Answer
Date: 02/16/2024
I am rejecting this response because: I purchased the sealed product. The business clearly had the item in circulation but likely chose to keep the card for the National convention to give to others. Unacceptable giving points when the cards to buy with them are always garbage or the good ones run out in seconds.
Customer Answer
Date: 02/16/2024
I am rejecting this response because: I purchased the sealed product. The business clearly had the item in circulation but likely chose to keep the card for the National convention to give to others. Unacceptable giving points when the cards to buy with them are always garbage or the good ones run out in seconds.
Business Response
Date: 02/22/2024
Expired redemptions are, at this time, exclusively transferred into rewards points. I apologize for the inconvenience, but this is company policy.
Customer Answer
Date: 02/28/2024
I am rejecting this response because: this is an unacceptable response as prior phone calls with employees/agents from the company advised me to wait and at worst I would likely receive replacement items such as a black/white box or sparkle packs. Panini unilaterally placed reward points in my account. If this was company policy why did the company wait so long to put the rewards points into my account? That shows a lack of honesty and integrity on Panini's part.
Initial Complaint
Date:02/02/2024
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.
Panini consistently gives out a redemption card with a code because they do not have the actual product in hand that they advertise in their products. There are thousands of people in numerous groups and hobbies that have this issue with the company. Some of the trading cards they have withheld for *****+ years. The value of some cards is into the $100,000k+ range. And they will offer about $200 worth of product back instead.
Business Response
Date: 02/16/2024
We apologize for the time it takes to fulfill redemptions. Occasionally, the athletes do not sign in the quickest manner. We do provide replacements for outstanding tickets, and we do not want our customers to be waiting extended amounts of time. After a replacement has been requested, it is then worked once we reach it in the queue for replacement requests. Please call us at ************** for more up to date information regarding your tickets.
Initial Complaint
Date:01/30/2024
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.
On August 19th, I received 269 new cards from Panini America costing $1634 before taxes and shipping. 240 of 269 cards arrived damaged. The cause of almost all damage was physical shock and vibration during shipping. Some of the plastic cases containing the cards were also damaged, indicating that the shipping materials were insufficient in providing protection from physical forces during shipping. I took pictures of the damage upon unboxing the product.Per Panini's support instructions, I filed hundreds of individual service tickets for every damaged card. Their online ticketing system did not have player profiles for these cards, so I spent many hours searching for the closest profile for each of the 240 cards. I logged every ticket number, I ordered the cards according to the ticket numbers, and I paid insurance on the shipping to return the product.Panini received, reboxed, and shipped out the damaged product back to me within the same day. They did not adequately inspect the cards or provide a concession for any damages. None of the support tickets I had opened were processed or closed. Almost all the cards have no value now. The damaged product has cost me thousands in resale value. One card in particular, the ***************** Instant Rookie Autograph card, had arrived with a damaged corner. This card undamaged is selling for $6500. With damage, I cannot sell it for more than $1500. There are more examples like this among the damaged that Panini would not replace.
Business Response
Date: 02/14/2024
For your cards purchased through online sales, please send those back with 'Attention to: Online Sales'. (****************************** **********, ** *****) We will review these cards for replacement. For anything purchased with rewards points, please send to the same location with 'Attention to: Rewards'. Anything purchased outside of those two departments, you will be required to create support tickets through our website before sending the cards to us with 'Attention to Factory Damage'. (www.paniniamerica.net) Once you send these back to us, you should call us at **************.
Customer Answer
Date: 02/14/2024
I have a question for the business: The ***************** autographed card is now in a sealed PSA holder. Will it still be eligible for replacement?
Customer Answer
Date: 02/19/2024
I am rejecting this response because: I have a question for the business: The ***************** autographed card is now in a sealed PSA holder. Will it still be eligible for replacement?
Business Response
Date: 02/27/2024
If your card receives a grade below 7.5, then you may send it in for rectification through the factory damage process. You must create a factory damage ticket, and it must be within 12 months of the product's release date. A receipt is required to complete the process, unless it was originally a redemption.
Initial Complaint
Date:01/29/2024
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.
Panini America published ON MEGA BOX PACKAGING of 2023 Prizm football trading cards sold by ******* that buyers could possibly find autographs in said boxes, however it has been determined that Panini America did not in fact include ANY autographed cards in the product packaged in this format. Consumers such as me were willing to pay the exorbitant amount of an average of $60 per box BECAUSE of the expectation of the chance to pull an autograph. Panini not actually including autographs even after publishing the chance of finding autographs on the actual boxes is the definition of false advertising and is in effect stealing from the consumer. I had purchased in excess of 70 boxes at a cost of over $6600 with an expectation of possible autographs, being misled by Panini America.
Business Response
Date: 02/09/2024
We sincerely apologize for the inconvenience and frustration caused by some boxes not containing hits. Keep in mind that most of our products are marketed as On Average because not every box is going to include an autograph or memorabilia card. Some hobby boxes do have guaranteed autographs or memorabilia, but they will be marketed as Guaranteed. Please call us if you have any more questions or concerns regarding this issue.
Hours: 8:00am 5:00pm (CDT)Monday - ************************************ Line: **************
Initial Complaint
Date:01/22/2024
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 have a redemption thru panini that they haven't fulfilled I also had 2 boxes of cards that did not have in them, what it said they were supposed to have and they haven't addressed these 2 complaints either. Attached are the items summaries for each complaint I have emailed them at least 50 times and they never respond
Business Response
Date: 02/05/2024
Hello,
I apologize for any inconvenience you may have experienced while waiting for your redemption to be fulfilled. Due to the number of athletes returning cards after release date, we are experiencing a backlog in fulfilling some redemptions and replacement card requests. Of course, we will be able to fulfill requests as *********** return their cards. Also, for quality assurance tickets, we are experiencing a high volume with those as well, and we are working diligently to close out all of our customer's tickets as fast as we possibly can. We regret to inform you that longer than expected wait times may be seen as common for now, but we are certain that you will receive exactly what you need as soon as we get to your ticket.
Customer Answer
Date: 02/05/2024
I have reviewed the business response and accept this resolution.

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Panini America is NOT a BBB Accredited Business.