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:12/13/2022

  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 several boxes of panini cards. I got a very rare jamarr chase rookie auto valued over 1000$. Redeemed it almost 2 years ago. They won't answer their phones. Won't respond to emails, won't get back to me about the complaints I left on their store page. I even offered to trade with them which they haven't responded to me in over a year for that inquiry as well. I hope that they get their stuff together. If they can't keep up with thr cards they are promising years later, and when their website says 6-8 weeks. They shouldn't be making more promises.
  

  Business Response

  Date: 09/12/2023

  Dear Valued Panini Customer, 
  
  We sincerely apologize for the inconvenience and frustration caused by poor communication in the past. We appreciate your patience and would love to help you with your concerns. For redemptions, after the original 120 waiting period for your redemption, if we have not received the signature from the athlete you are prompted with different options. You can either replace the redemption with a replacement card (another card of equal or greater value), Panini Points, or other alternatives that we have available. Due to the number of athletes returning cards after release date, we are experiencing a backlog in fulfilling replacement card requests. Rest assured, we will fulfill requests as the players return their cards. However, if you choose to wait for the original redemption, we will notify you via email once a shipment is being created. To find out what other alternatives we have available please call the redemption toll-free phone number to hear more. You can also provide a ticket id here and I can investigate it further. 
  
  Hours: 8:00am 5:00pm (CDT) Monday - Friday 
  
  Toll-Free Redemption Line: ************** 
  
  Thank you for being a valued collector and we hope to hear from you soon. 

  Customer Answer

  Date: 09/12/2023

  I am rejecting this response because:   I have recently was able to speak to a representative for panini america, and they have offered me a replacement that falls hundreds of dollars under the value that 2 other card shops have appraised at 400$. A *********************** rookie auto in a popular set. And they have valued the card at 150$ and have offered me an unknown card and player at that value or sparkle packs that I have looked online are nowhere close to even the 150$ ***** I would like nothing more than to replace it at even a close value,l and the risk of his injury changes the value of his card regularly. I have tried to be more understanding of it, but the player has signatures from his Sophmore and junior season in the *** and I do not understand how they don't have cards that have been out for years before that. 

  Business Response

  Date: 09/13/2023

  Hello *******,

  We sincerely apologize for the inconvenience and frustration caused by your issue. As stated in our policies for redemptions and replacements for redemptions "An *** (replacement) will be of an equal or greater monetary value as compared to the market value of ITC (original card) as of the time of the product release as determined by Panini in its sole discretion." We have professional appraisers that value your cards and base the value on the current market to find what equal value replacement is needed. We do not value based on when the card(s) are put into the queue. Because we are aware of the collector's market, we try our best to honor what we deem to be the current values, with respect to what we have available. Also keep in mind that if you reject a replacement after requesting for one, you have will have no more rights to the redemption. As stated in our policies when you register your redemption "if you elect to request an *** and then reject the *** or ***s offered by Panini, then you shall have no further redemption rights and waive the right to receive any further compensation or alternate ***(s)." Please review the redemption terms and conditions if you have any questions and if you would like a replacement card, call us again at the same toll-free line or you can continue to wait till the original redemption has been signed by the athlete. 

  Toll-Free **************** Line: ************** 

  Hours: 8:00am 5:00pm (CDT) Monday - Friday 

  Thank you for being a valued collector and we hope to hear from you soon. 

• Initial Complaint

  Date:12/12/2022

  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 ordered 5 rookie cards off their instant site. Order #********* The cards showed up damaged.I messaged them on 11/22 and they said to send photos. I did right away. They followed up on 11/25. That's the last I have heard from them about my issue. They said someone would be in touch and it's almost been 3 weeks.I sent emails on 11/29, 12/2, 12/8, and 12/12 with zero response.I would like either a full refund or replacement cards.

  Business Response

  Date: 09/12/2023

  Hello *******,

  If you can provide pictures of the damaged goods and provide proof of you reaching out to us around the time as you mentioned, I can assist you further. If you have any questions, you can note them here or use the toll-free customer service line I provided below. 

  Hours: 8:00am 5:00pm (CDT) Monday - **************************************************** Line: **************  
  
  Thank you for being a valued collector and we hope to hear from you soon. 

• Initial Complaint

  Date:12/06/2022

  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 opened a *************** card in August of 2021. I have had 6 open cases with Panini support about this redemption and when will this be fulfilled. Panini does not honor their customers and continue to give a run around.

  Business Response

  Date: 09/12/2023

  Dear Valued Panini Customer, 
  
  We sincerely apologize for the inconvenience and frustration caused by poor communication in the past. We appreciate your patience and would love to help you with your concerns. For redemptions, after the original 120 waiting period for your redemption, if we have not received the signature from the athlete you are prompted with different options. You can either replace the redemption with a replacement card (another card of equal or greater value), Panini Points, or other alternatives that we have available. Due to the number of athletes returning cards after release date, we are experiencing a backlog in fulfilling replacement card requests. Rest assured, we will fulfill requests as the players return their cards. However, if you choose to wait for the original redemption, we will notify you via email once a shipment is being created. To find out what other alternatives we have available please call the redemption toll-free phone number to hear more. You can also provide a ticket id here and I can investigate it further. 
  
  Hours: 8:00am 5:00pm (CDT) Monday - Friday 
  
  Toll-Free Redemption Line: ************** 
  
  Thank you for being a valued collector and we hope to hear from you soon. 
  
   

  Customer Answer

  Date: 09/12/2023

  I am rejecting this response because:   Yes, the option to replace an unfulfilled redemption card is an option, but the value is pennies in the dollar , when compared to be high ticket prices on their products/boxes This is poor customer service and just a reposting of their fine print.  Essentially saying we have your money, you can either take a valueless card in return or wait for 2-3 years for fulfillment.  Absolutely ridiculous.  The redemptions I am waiting on, I have already seen autographs of these same athletes online or on videos.  So they are signing.  I feel this is a way to rip off the customer who spends their own hard earned money.  Panini will not be getting anymore of my business and I have spread the word via social media as others are now feeling their pain and deceitfulness.  

  Business Response

  Date: 09/13/2023

  Hello ******,

  After reviewing your account, the redemptions made in 2021 #******* & #******* have both already been shipped out to you. We would consider these tickets as resolved and if you have any more questions you can continue to write here or use our toll-free line that I provided below to contact a support representative. Please keep in mind that we have professional appraisers that value your cards and base the value on the current market to find what equal value replacement is needed. We do not value based on when the card(s) are put into the queue. Because we are aware of the collector's market, we try our best to honor what we deem to be the current values, with respect to what we have available. We sincerely apologize for the inconvenience and frustration caused by this delay. However, if you choose to wait for the original redemption, we will notify you via email once a shipment is being created. You can also either replace the redemption with a replacement card (another card of equal or greater value), Panini Points, or other alternatives that we have available. Due to the number of athletes returning cards after the release date, we are experiencing a backlog in fulfilling replacement card requests. Rest assured, we will fulfill requests as the players return their cards.

  Hours: 8:00am 5:00pm (CDT) Monday - Friday 

  Toll-Free Redemption Line: ************** 

  Thank you for being a valued collector and we hope to hear from you soon.

  
  
  

• Initial Complaint

  Date:12/06/2022

  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 giving them cards to replace and I have had redemptions sitting there for almost 2 years now. I would like what I am owed.

  Business Response

  Date: 09/12/2023

  Dear Valued Panini Customer, 

  We sincerely apologize for the inconvenience and frustration caused by poor communication in the past. We appreciate your patience and would love to help you with your concerns. For redemptions, after the original 120 waiting period for your redemption, if we have not received the signature from the athlete you are prompted with different options. You can either replace the redemption with a replacement card (another card of equal or greater value), Panini Points, or other alternatives that we have available. Due to the number of athletes returning cards after release date, we are experiencing a backlog in fulfilling replacement card requests. Rest assured, we will fulfill requests as the players return their cards. However, if you choose to wait for the original redemption, we will notify you via email once a shipment is being created. To find out what other alternatives we have available please call the redemption toll-free phone number to hear more. You can also provide a ticket id here and I can investigate it further.

  For factory damage tickets, due to the unprecedented volumes of damage card replacement requests in past months, factory damage replacements are experiencing a backlog in fulfillment. If its in the queue, it will be replaced. You can also replace the factory damage card with Panini Points or other alternatives available. To find out what other alternatives we have available please call the factory damage toll-free phone number to hear more. Please keep in mind that we have professional appraisers that value your card(s) and base the value on the current market to find what equal value replacement is needed. We do not value based on when the card(s) are put into the queue. Because we are aware of the collector's market, we try our best to honor what we deem to be the current values, with respect to what we have available. We sincerely apologize for the inconvenience and frustration caused by this delay. However, if you choose to wait for the original replacement, we will notify you via email once a shipment is being created.  

  Hours: 8:00am 5:00pm (CDT) Monday - Friday 

  Toll-Free Redemption/Factory Damage Line: ************** 

  Thank you for being a valued collector and we hope to hear from you soon. 

• Initial Complaint

  Date:12/05/2022

  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 tried numerous times to get in contact with Panini America regarding the redemption of a trading card. It is a 2020 playoff contender rookie ticket ****************. I can not 100 percent read the redemption code BUT I'm sure, almost guarantee that this could've been resulted in a matter of minutes had could've had my card sent to me.
  I have waited on the phone, left messages, sent emails with attachments of the card as I have uploaded here. I am just trying to redeem this card so i can ad it to my collection. I have 0 returned phone calls, email or anything regarding this.
  

  Business Response

  Date: 09/12/2023

  Dear Valued Panini Customer, 

  We sincerely apologize for the inconvenience and frustration caused by poor communication in the past. We appreciate your patience and would love to help you with your concerns. For redemptions, after the original 120 waiting period for your redemption, if we have not received the signature from the athlete you are prompted with different options. You can either replace the redemption with a replacement card (another card of equal or greater value), Panini Points, or other alternatives that we have available. Due to the number of athletes returning cards after release date, we are experiencing a backlog in fulfilling replacement card requests. Rest assured, we will fulfill requests as the players return their cards. However, if you choose to wait for the original redemption, we will notify you via email once a shipment is being created. To find out what other alternatives we have available please call the redemption toll-free phone number to hear more. You can also provide a ticket id here and I can investigate it further. 

  Hours: 8:00am 5:00pm (CDT) Monday - Friday 

  Toll-Free Redemption Line: ************** 

  Thank you for being a valued collector and we hope to hear from you soon. 

  
  

  Customer Answer

  Date: 09/12/2023

  I am rejecting this response because:   I have tried will phone calls and emails which I attached. First email panini replied Mar 8, 2023 from me, ********************* Then there was string of emails which had no resolution except to stop trying on Panini America app. I sent the pics of the same card trying have redeemed which clearly shows why. The sticker Panini stuck on back of card peeled some of the card which made it unlegible. This lasted and continues to remain unresolved since I filed the complaint with BBB which is almost a full year.  You have been given all the information needed. I was told in an email that I'm going to tier II to handle the situation which by example from Panini America is to cease all communication and effort to resolve the matter apparently. I have followed up with emails with no response and no reply.  It must be because I'm an individual not a corporation that buys and sells your product

  *************************

  ********************* 

  **********

  Business Response

  Date: 09/13/2023

  Hello ******,

  I've sent you an email asking for the picture of the code and the Panini America email address so I can add it on the account. I will get IT to locate the code and we can retrieve it that way. Please respond to my email - *************************************** and I can get back to you quickly. You can also call the toll-free line I provided below, and any representative should be able to assist you as well. We understand we had poor communication in the past and we sincerely apologize for the inconvenience and frustration caused by this in the past. However, you should be able to speak with a representative within minutes during our office hours. If you would like to speak with an online representative, you can use the toll-free line I provided below or continue by responding to my email. 

  Toll-Free **************** Line: **************   

  Hours: 8:00am 5:00pm (CDT) Monday - Friday   

  Thank you for being a valued collector and we hope to hear from you soon. 

  Customer Answer

  Date: 09/15/2023

  Here again it photo of the card that was included in the original complaint and the 9 emails previously from 9.11.22 to present

  Customer Answer

  Date: 09/21/2023

  I am rejecting this response because:   Here again it photo of the card that was included in the original complaint and the 9 emails previously from 9.11.22 to present

  Customer Answer

  Date: 09/25/2023

  From last response on 9.14.23 I did as asked and provided all the information requested and email sent again.  2 weeks later still no response or reply.to the email ********************* or by phone ************ 

  There is an email history regarding all the required information which was sent over a yr ago. 

   

  Business Response

  Date: 11/21/2023

  Hello ******,

  After reviewing your complaint, I want to apologize for the time that has passed since you submitted it.  I now have the full code available for you to redeem and would love to provide a quick solution and get this resolved.  If you would please call ************** and then mention your BBB Complaint (********), I will be available to help.

• Initial Complaint

  Date:12/03/2022

  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 misrepresented what they were selling on their website. The item was displayed as a special pack of soccer cards and was therefore more money. When the item arrived it was not what was described and they will not respond to return the item.

  Business Response

  Date: 09/12/2023

  Dear Valued Panini Customer,  

  We sincerely apologize for the inconvenience and frustration caused by poor communication in the past. We appreciate your patience and would love to help you with your concerns. If you have placed an online order, and have received the wrong item, please let us know what your order number is here to further investigate. If you would like to speak with an online representative, you can also use the toll-free line I provided below. 

  Toll-Free Online Sales Line: ************** 

  Hours: 8:00am 5:00pm (CDT) Monday - Friday   

  Thank you for being a valued collector and we hope to hear from you soon. 

• Initial Complaint

  Date:12/03/2022

  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.

  Beginning of march I sent in a damaged expensive card and they have not contacted me or resolved it at all. It is a josh giddey card from a panini product and it was shipped to them for replacement.

  Customer Answer

  Date: 03/21/2023

  They have had an expensive card of mine at their replacement services for near a year and a half now, they are no help in replacing it or getting some sort of credit.
  

  Business Response

  Date: 09/12/2023

  Dear Valued Panini Customer,  

  We sincerely apologize for the inconvenience and frustration caused by poor communication in the past. We appreciate your patience and would love to help you with your concerns. Due to the unprecedented volumes of damage card replacement requests in past months, factory damage replacements are experiencing a backlog in fulfillment. If its in the queue, it will be replaced. You can also replace the factory damage card with Panini Points or other alternatives available. To find out what other alternatives we have available please call the factory damage toll-free phone number to hear more. Please keep in mind that we have professional appraisers that value your card(s) and base the value on the current market to find what equal value replacement is needed. We do not value based on when the card(s) are put into the queue. Because we are aware of the collector's market, we try our best to honor what we deem to be the current values, with respect to what we have available. We apologize for the inconvenience and frustration caused by this delay. However, if you choose to wait for the original replacement, we will notify you via email once a shipment is being created.  

  Hours: 8:00am 5:00pm (CDT) Monday - Friday  

  Toll-Free Factory Damage Line: **************  

  Thank you for being a valued collector and we hope to hear from you soon. 

• Initial Complaint

  Date:12/02/2022

  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 4 open tickets with this company that range from over a year old to 3 months old. 2 tickets are for damaged product that I am waiting for a replacement on valued at $2000 and 2 tickets are for card redemptions that are valued at over $10,000. As far as the card redemptions go, I understand sometimes they have to wait to have the card before they can send it to me, but in the case of my redemption it never went to a player and others that have redeemed their redemption have received the card. I have called customer service hundreds of times and no one answers. I have left many voice-mails and no one has returned my call. I have also email parties responsible for these and no response.

  Business Response

  Date: 09/12/2023

  Dear Valued Panini Customer,  

  We sincerely apologize for the inconvenience and frustration caused by poor communication in the past. We appreciate your patience and would love to help you with your concerns. For redemptions, after the original 120 waiting period for your redemption, if we have not received the signature from the athlete you are prompted with different options. You can either replace the redemption with a replacement card (another card of equal or greater value), Panini Points, or other alternatives that we have available. Due to the number of athletes returning cards after release date, we are experiencing a backlog in fulfilling replacement card requests. Rest assured, we will fulfill requests as the players return their cards. However, if you choose to wait for the original redemption, we will notify you via email once a shipment is being created. To find out what other alternatives we have available please call the redemption toll-free phone number to hear more. You can also provide a ticket id here and I can investigate it further. 

  For factory damage tickets, due to the unprecedented volumes of damage card replacement requests in past months, factory damage replacements are experiencing a backlog in fulfillment. If its in the queue, it will be replaced. You can also replace the factory damage card with Panini Points or other alternatives available. To find out what other alternatives we have available please call the factory damage toll-free phone number to hear more. Please keep in mind that we have professional appraisers that value your card(s) and base the value on the current market to find what equal value replacement is needed. We do not value based on when the card(s) are put into the queue. Because we are aware of the collector's market, we try our best to honor what we deem to be the current values, with respect to what we have available. We sincerely apologize for the inconvenience and frustration caused by this delay. However, if you choose to wait for the original replacement, we will notify you via email once a shipment is being created.   

  Hours: 8:00am 5:00pm (CDT) Monday - Friday  

  Toll-Free Redemption/Factory Damage Line: **************  

  Thank you for being a valued collector and we hope to hear from you soon. 

• Initial Complaint

  Date:12/01/2022

  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 redemption card for an autographed card two years ago. I have attempted to contact panini numerous times to no response. I paid **** dollars for the redemption card for a LaMelo Ball rookie autograph card. I haven't even been able to contact someone to get a different replacement card that they offer. Please help. Thank you

  Business Response

  Date: 09/12/2023

  Dear Valued Panini Customer, 

  We sincerely apologize for the inconvenience and frustration caused by poor communication in the past. We appreciate your patience and would love to help you with your concerns. For redemptions, after the original 120 waiting period for your redemption, if we have not received the signature from the athlete you are prompted with different options. You can either replace the redemption with a replacement card (another card of equal or greater value), Panini Points, or other alternatives that we have available. Due to the number of athletes returning cards after release date, we are experiencing a backlog in fulfilling replacement card requests. Rest assured, we will fulfill requests as the players return their cards. However, if you choose to wait for the original redemption, we will notify you via email once a shipment is being created. To find out what other alternatives we have available please call the redemption toll-free phone number to hear more. You can also provide a ticket id here and I can investigate it further. 

  Hours: 8:00am 5:00pm (CDT) Monday - Friday 

  Toll-Free Redemption Line: ************** 

  Thank you for being a valued collector and we hope to hear from you soon. 

• Initial Complaint

  Date:12/01/2022

  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 had 4 open ticket requests with this company. The following are dates of submission:
  12/05/2020
  04/15/2021
  06/28/2021
  02/02/2021
  I have made several requests via their website and phone to have someone get me the product I PAID FOR! You cannot get anyone to answer the phone or reply to your concerns. I cannot believe this company has not been involved in a call action lawsuit.
  

  Business Response

  Date: 09/12/2023

  Dear Valued Panini Customer, 

  We sincerely apologize for the inconvenience and frustration caused by poor communication in the past. We appreciate your patience and would love to help you with your concerns. For redemptions, after the original 120 waiting period for your redemption, if we have not received the signature from the athlete you are prompted with different options. You can either replace the redemption with a replacement card (another card of equal or greater value), Panini Points, or other alternatives that we have available. Due to the number of athletes returning cards after release date, we are experiencing a backlog in fulfilling replacement card requests. Rest assured, we will fulfill requests as the players return their cards. However, if you choose to wait for the original redemption, we will notify you via email once a shipment is being created. To find out what other alternatives we have available please call the redemption toll-free phone number to hear more. You can also provide a ticket id here and I can investigate it further. 

  For factory damage tickets, due to the unprecedented volumes of damage card replacement requests in past months, factory damage replacements are experiencing a backlog in fulfillment. If its in the queue, it will be replaced. You can also replace the factory damage card with Panini Points or other alternatives available. To find out what other alternatives we have available please call the factory damage toll-free phone number to hear more. Please keep in mind that we have professional appraisers that value your card(s) and base the value on the current market to find what equal value replacement is needed. We do not value based on when the card(s) are put into the queue. Because we are aware of the collector's market, we try our best to honor what we deem to be the current values, with respect to what we have available. We sincerely apologize for the inconvenience and frustration caused by this delay. However, if you choose to wait for the original replacement, we will notify you via email once a shipment is being created.  

  Hours: 8:00am 5:00pm (CDT) Monday - Friday 

  Toll-Free Redemption/Factory Damage Line: ************** 

  Thank you for being a valued collector and we hope to hear from you soon. 

  Customer Answer

  Date: 09/12/2023

  I have reviewed the business response and accept this resolution.