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:03/25/2025

  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 sent in a redemption card in February of 2024 and have not received the promised card. This is such a scam as I paid for the pack of cards and this redemption was supposed to be a good thing and it has turned into a nightmare.

  Business Response

  Date: 04/04/2025

  Hello,
  
  We are working on finding your replacement, and you should receive an update soon.  Replacements can take some time to be processed, as you can see, but this ticket is not far from being completed.
  
  Thank You

• Initial Complaint

  Date:03/16/2025

  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.

  Panini America continues to defraud customers of redemptions. I submitted a redemption in October 2024. It has now been 6 months and they still have not redeemed as promised. They do not respond to enquiries and pushed the date another 240 days, past the recent 120 days delay. The resolution I seek is Panini America being held accountable to fulfill its agreements with its customers. Stop ripping people off. Or close business.

  Business Response

  Date: 03/27/2025

  Hello,
  
  Please understand that redemptions take some time to be fulfilled. We are working extremely hard to lower the wait times for redemptions, but they are not always immediately available.  Your specific redemption is in the queue to be fulfilled, and we will have it sent to you as soon as it is available.

• Initial Complaint

  Date:03/15/2025

  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.

  You spend and arm and a leg on Thier product , which can't be returned to stores and ********************************************************************************************** damaged , complete joke

  Business Response

  Date: 03/27/2025

  Hello,
  
  We are very sorry for the damaged cards you received.  We understand your frustration and if you would like to have your damaged cards replaced, you will need to create a Factory Damage Ticket for each card you would like replaced.
  
  Please let us know if you have any questions about the Factory Damage process.

  Business Response

  Date: 04/15/2025

  Hello,

  We apologize if the product did not meet your expectations, but collation is never 100% perfect for any product. Odds of insertion are based on insertion across the entire production run and are not based on the contents of any single box or case.  Unless the product you purchased is missing any guaranteed items, we cannot assist you any further.

• Initial Complaint

  Date:03/14/2025

  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 purchased hundreds of dollars in boxes of product between February and March, 2023. The boxes contained sports cards (three ****** Wembanyama 2023 Prizm Monopoly Purple Wave Rookie Cards) that, at the time, were valued at approximately $400 in aggregate. Unfortunately, each of the cards in question had factory damage that rendered them valueless. This was the fault of the manufacturer, Panini. Panini provides a website where factory-damaged cards can be submitted for replacement. I submitted these cards for replacement between February and March, 2023. I have yet to receive a resolution from Panini. I have called several times, and each time the estimated time to resolve the issue has been pushed back by several months. In the past, Panini has offered to replace cards that were not available with similarly-valued unopened product (i.e. "White Sparkle Packs"). When I inquired about this option, the Panini customer service representative informed me that this option was not available for my cards because their value did not reach the $100+ threshold. This is incorrect. Additionally, any decrease in value in value was due solely to the period of time the cards have been in Panini's possession without resolution. At the time they were submitted, each was selling on the secondary market in excess of $150. I have now been waiting for Panini to resolve this issue for a year. No resolution has been forthcoming.

  Business Response

  Date: 03/26/2025

  Hello Mr. ****************** deeply apologize for the time it takes to fulfill our Factory Damage Tickets.  The current delay for fulfilling these tickets is to be expected, but we are working extremely hard to limit the time it has taken for completing the processes.  We do not want our customers to wait extended amounts of time, but it is currently unavoidable. 

  Please let us know if you have any further questions.

  Customer Answer

  Date: 03/26/2025

  I am rejecting this response because:   

  1. While I appreciate the apology, and can understand to some degree the time it takes to process factory damage claims, the company's response fails to: (a) provide any explanation as to why it is "not possible" to process a claim for three of the same factory damaged card for over a year, and (b) provide any sort of updated estimated time to complete the claims.
  
  2. The representative's response completely fails to address the valuation issue. When these three cards were submitted for replacement (circa-2024), they were each valued in excess of $100 on the secondary market.  See the attached sales data. In the past, the company issued "White Sparkle" Packs and White/Black Boxes as replacements for cards valued in excess of $100, which provided a quicker turnaround on claims that were taking too long to process. I would be satisfied with this resolution.  However, when I spoke with a representative before filing this claim, I was informed that this was not an option as the company did not value the submitted cards in excess of $100. Any depreciation in value was due solely to the unreasonable length of time it has taken the company to process these claims. 

  Thank you.

  Business Response

  Date: 04/04/2025

  Currently, we are unable to provide a time frame due to the amount of tickets that we have in the queue.  This is not a small business whatsoever and given the immense amount of customers we accommodate, it is not a simple request to provide an accurate time frame.  We are working towards fulfilling these tickets every day and lowering the wait time, but it is a long process as you can tell.  As far as compensation goes for the lost value of your products during this process, we are not obligated to provide any more compensation than the exact copy or a replacement of current value for the product at the time of fulfillment. Please review our terms and conditions for a complete overview of this. 
  
  We sincerely apologize for any inconvenience and the time it takes for the process to be completed, but it is currently unavoidable.

• Initial Complaint

  Date:03/14/2025

  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.

  have several redemptions pending, but I am really concerned because I know that Panini is losing the license to certain products soon and I wannamake sure that I get what I purchased. One in particular that is very high value is a **** doncic/*** ***** auto. Those customers are very frustrated with your customer service, cant get through to anybody when you call, and no updates on redemptions. Ive heard people getting cards in the mail from redemptions five years later, I dont even know if Ill be alive in another five years. That said, my Panini account is under the email ******************* and Id like to ask you to please give me an update on my redemptions if they can be fulfilled soon, Ive also heard people getting the card that they were guaranteed and getting a replacement instead. I think as customers and supporters of your product we deserve better than type of service. Many of us, including myself have spent tens of thousands of dollars on your products. Im sure you make plenty of money there, at least enough money to hire more people in your redemptions department to take care of this. I would be more than honored if I had that as a job. There are plenty of true sports fans who would love to work there. I guarantee you that. Please do better. Id like to see a reply soon, or give me a phone call at ************. And if I dont answer, then, please leave me with a direct line that I can call back or a message that gives me some information. I am hoping for good news Now it says on this one as I have just noticed it says 120 days completed waiting so now what? If I want this card, Im probably never gonna get it? And I dont want a substitution unless its worth the same or more value that is what your policy says. So Id like to agree on something here and have it in writing.

  Business Response

  Date: 03/26/2025

  Hello,

  We apologize for the wait time that ensues with redemptions, but it is almost always a process that we cannot complete the 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.  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.
  
  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 in the queue, and we promise to fulfill your tickets as soon as possible. If you would like to request for a replacement, it would help speed up the process in fulfilling your tickets while we continually work towards acquiring our redemptions for our customers.

• Initial Complaint

  Date:03/12/2025

  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.

  I have nearly $1,800.00 lost in limbo at Panini. This is relating to their NFT platform. I have successfully processed several *** withdrawals over the past few months, but for some reason my most recent one glitched and got hung up. I received the approval code to withdraw on Monday, March 3rd, 2025. Upon entering the code and hitting the submit button, the website gave a spinning circle. After about 60 seconds of spinning, I refreshed the page and then saw the status displayed "payout initiated". However, usually after initiating payout, you will receive an email stating this as well. I never received the initiation email. After initiation, the *** transfer normally happens within 24 hours, but could take a business day or two. Here we are March 12th, 2025 and no *** transfer. Site still shows as "payout initiated" on the withdrawal page. I;ve even verified with my bank that there is no record of an *** coming through or pending at any point. I opened a ticket (#******) on March 5th, 2025 explaining exactly what the issue was. On the 7th I received a generic response with the steps for how to process a withdrawal. Obviously, they didn't even read the issue. I have since replied to that ticket AGAIN with the problem and have gotten no response at all. The withdrawal is stuck and $1800 of my wallet balance is locked up until it processes. This is not an issue deserving of their usual lackadaisical response times. I want this problem addressed immediately. Either get this *** processed, or reverse it and unlock the funds so I can try again.

  Customer Answer

  Date: 03/14/2025

  Panini processed my withdrawal. This can now be closed.

• Initial Complaint

  Date:03/09/2025

  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.

  Contacted and filed an inquiry on companies website for a replacement due to manufacturing defect. Received an response stating that they wont replace item because the damage is "minor". I understand minor imperfections but the entire top of card is completely hazy and should have never made it past quality control. I spend alot of money on Panini products and it's unfortunate they won't stand behind their product and loyal customers.

  Business Response

  Date: 03/21/2025

  Hello,

  Our ************************* determined that your card has minimal damage and did not meet the requirements to be accepted.  Unfortunately, we cannot provide a replacement for this card according to the pictures provided.  If you would like to attach more pictures here, please be sure that the pictures clearly show any and all defects for further review, or you can create a new ticket on our website with better pictures that clearly show any defects.

• Initial Complaint

  Date:03/08/2025

  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 requested a replacement football card due to foil peeling on a ********************* downtown panini card. Panini opened a ticket and said they would replace due to factory damage. This is a rare card worth $400. I sent the card to panini once it shipped I updated tracking on my ticket. Tracking shows card was delivered via **** I insured the package as well but **** denied claim as they said it was delivered. Panini should not be able to close my card claim out when the card was received weeks before they closed my ticket stating they never received it. Tracking shows they received the card. This is a terrible way to do business and defraud the customer. They straight up ignored all phone calls, never replied to any of my ticket responses. My card was delivered and with them for over a month per tracking! And then they closed it saying they never got it. Very very shady and not right. Please help me this was a rare card worth $500.

  Business Response

  Date: 03/21/2025

  Hello,

  We apologize for any inconvenience, but there is a delay in receiving mail and checking in Factory Damage tickets as well as tickets for Quality Assurance.  We have informed our team that this ticket is waiting to be received in and has been for an extended period of time.  Please allow us another 30 days to process the extremely high volume of incoming shipments, and we will reopen your ticket as soon as we check it in.  
  
  Please bear with us as we are working through this delay in processing, and of course, let us know if you have any questions!

  Customer Answer

  Date: 04/18/2025

  Hello I have not received any communication back from the vendor it has been 30 days now on Monday. Easter weekend now they wont respond so now that they didnt keep their word to give them 30 days now what? Can I re open this claim?? 

  Business Response

  Date: 05/02/2025

  We apologize for the delay, but our system's software closes out tickets if we do not receive the shipment and check it in after 45 days of the creation of the ticket.  We did find your card and we have shipped out the replacement. 

  We hope you love the replacement, and let us know if you have any further questions!

• Initial Complaint

  Date:02/24/2025

  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.

  This is with regards to order ********* & redemption ticket ********** October 2024, I opened a box of 2024 Panini Prizm *** Trading Cards. In one of the packs I was awarded a signed ******** trading card redemption - a card that Panini did not possess but would endeavour to provide. I applied for this card on the 8th October 2024 with a 120 day wait.After 120 days (5th February 2025) I was contacted by Panini who gave me 3 options - points, wait another 120 days or a replacement. It's understood that ******** is no longer under contract with ***, so I opted for the replacement, since this date, I've attempted to contact Panini no fewer than 4 times via their online redemption platform, asking for updates of any kind. Panini have not replied & my concern is they will not fulfil the original or replacement autograph.Being in the **, I don't have the option to call Panini, as the international rates would work out more than the value of the card.All I ask, is that Panini process the replacement or original order & send what is rightfully owed to me. I have contacted the BBB as I could not see any other option available to me.Thank You

  Business Response

  Date: 03/07/2025

  Hello,

  Please know that replacements can take some more time. You had requested for a replacement about 1 month ago, and replacements normally take more than a month to be fulfilled.  We apologize for any inconvenience you may experience, but it is normal to wait for your replacement request to be fulfilled when there is an extremely high volume of requests as there normally is.
  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 03/14/2025

  I have reviewed the business response and partially accept this resolution, on the basis that they are working towards getting a suitable autograph replacement 

• Initial Complaint

  Date:02/20/2025

  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.

  This is the second complaint Ive had to file against Panini. This time; I called customer service and tried to work out a resolution. I opened some of their **** blasters and spent roughly $170 on the product. Now to be clear; I have opened thousands of dollars of this companys product. Today, while opening all of this product, it became apparent that several cards were. I reached out to customer service and they told me that they were unable to help me, and that I would have to go through their online portal and file a claim for every single card. The problem with this is two fold. One, over 20 cards were damaged, including a ******* ***** rookie card. I mentioned that the damage was to over 20 cards to emphasize how much damage there really was. The second problem is their online portal is unreliable. After filling out the form you go to process it through their website and it takes several minutes to do absolutely nothing. It will not submit the form. The company is asking me to do this with ***************************************** to submit these requests at this time. I tried to work this out amicably but again its another issue with the same company. I tried to explain that this was an unreasonable task to the customer service representative, but my concerns were ignored. This is not the first time that I have had damage to this companys product and normally I simply ignore it and move on. I am a loyal customer to this company, however with so much damage and so much money lost due to the damage its infuriating that this continues to happen. Ultimately the one time that I asked the company for help they ignore my complaints. Thus why Im here.

  Business Response

  Date: 03/03/2025

  Hello,
  

  Im sorry if you were unable to receive any help when you initially called in about this issue. Creating a Factory Damage Ticket for each card you would like replaced is the only option to have this type of issue taken care of though.  If you are unable to open a ticket, please contact us at ************** and we will walk you through the process.  This is the only course of action for returning any damaged items and having us replace your items.

  Customer Answer

  Date: 03/03/2025

  I am rejecting this response because:  Ive already taken the steps the company asked me to do. This is several cards and creating individual tickets on a broken system is impossible. The company claims this is the only way, but that isnt true. I spoke to someone recently who had a similar issue and explained to panini that they couldnt do an individual ticket for each. That person was compensated/made whole without issue. This is a reoccurring issue with this company and quality control hasnt gotten better. Again, filing a claim on this many cards, individually, is a task that is not only burdensome but impossible due to their ticket system. 

  Business Response

  Date: 03/12/2025

  Hello,

  In order to fix or replace any damaged cards, you must create a Factory Damage Ticket for each card. For any card you would like to replace, this would be the only option for us to help you.  If you are unable to open a ticket, please contact us at **************.

  Thank You

  Customer Answer

  Date: 03/12/2025

  I am rejecting this response because:   This is a regurgitated response. Ive done these steps. The portal doesnt work. I called. They told me, you have to go through our online system. This is a circular conversation. *** provided pics and info within this complaint.