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:12/01/2022

  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:11/30/2022

  Type:Customer Service 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 probably not the right avenue for this but don't know what else to do. Been having problems with my account and have tried multiple ( 7 or 8) emailing and calling 4 times in the 7 weeks I've been having issues without ever getting a reply. I realize this now than likely isn't the proper place to do this but running out of options.
  

  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 need any assistance, you can describe your issue here or you can also use the toll-free line I provided below to contact a representative to help guide you for assistance. 

  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: 09/12/2023

  I have reviewed the business response and accept this resolution

   

  Although i havent needed to contact them yet. So, hopefully this response is accurate..

• Initial Complaint

  Date:11/29/2022

  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.

  Emily from customer service promised to consolidate my redemption cards that were past due and send 1 card for the total value of $2000.
  Panini America/Emily emptied my entire redemption account and sent nothing.
  I have called and written panini customer service for 9 months with no response after the initial action taken.
  I would like my $2000 item whatever that may be.
  

  Business Response

  Date: 09/12/2023

  Hello *****,

  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. After further investigation your redemptions all show proof of delivery. If you provide I specific ticket id, I can further investigate it, but we are going to consider this issue resolved. If you need further assistance, please feel free to ask questions here or use the toll-free number I provided below for more help.

  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:11/29/2022

  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 had 15,000 Panini Reward points deducted from account with no explanation. This occurred on 11/02/2022 AT 12:16:54 PM with the only details stating 'REWARD POINTS DEDUCTED BY PANINI SUPPORT TEAM'. I have tried calling Panini Support at least 20 times with no answer, and have left a few messages. I have sent emails, with very little response, and no resolution. I would like to have these points restored to my account, as they will not provide proper explanation/documentation as to why these where removed. Please return the Panini Reward points to my account or provide evidence that these points are no longer valid so that I can request refund from the original seller.
  

  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. After analyzing your account, it seems to appear that the code for ****** Panini Points added to your account on Oct 19, 2022, 11:53:02 PM, were stolen. Panini America does not tolerate or condone thievery and is considered fraudulent. Unfortunately, I will not be able to assist you in this manner any further and if more stolen cards are added to your account, there will be further consequences. 
  
  If you have any extra questions, please feel free to use the customer service toll-free number I provided below.   
  
  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:11/28/2022

  Type:Delivery 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.

  Buying Sports cards and the company puts Redemption Cards in for buyers to get Autographs from players who had not gotten the cards back to the company before it is put out. The problem is that P.A. will not communicate with the customers. They originally give 180 days to fulfil them. They continue to 'kick the can down the road' for years. I have been waiting for nearly 2 years. They do receive autographs from the same players for same and different products and different years. There is no communication from them even when you ask questions or ask for a replacement card. Even though they give a date that the cards need to be redeemed by.
  
  At this time they may be bought by Fanatics and customers may not get what was guarantied to them.
  

  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. Also please keep in mind that per policy, not every redemption is guaranteed. We do our best to fulfill them and if for some reason we cannot, we email you consecutively with other options.  

  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 understand that you have to wait for the athletes to sign and return the cards. The thing I have issue with is the cards that have been over a year that I requested points or a different card 'of equal or lesser value' NOT what you say of 'Equal and Greater Value". If 'YOU' the company fulfilled things from nearly 2 years ago with the items we wouldn't be having this discussion. 

  Business Response

  Date: 09/13/2023

  Hello *******,

  After analyzing the account further, I've noticed that they have escalated your ticket #******* a few months ago. I told our supervisors and they let me know that they will get another card of equal or greater value for the redemption right away. You should notice your redemption ticket status change to closed and you'll receive tracking info via email. Please stay up to date with the shipment to ensure a safe delivery and if you run into any issues, you can describe it here or use the customer service toll-free line I provided below for more aid. 

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

  Thank you for being a valued collector!

• Initial Complaint

  Date:11/26/2022

  Type:Delivery 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've been waiting over 4 years for a signed **************** rookie card. It was to take 8 weeks max. Never heard a word from them in as lol these years. No email responses.and no one has ever answered there phone. This shit is criminal and I'd like that card
  

  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:11/25/2022

  Type:Delivery 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 received a redemption for a ********************************* auto and have never received it. I have contacted the company repeatedly with no response. I then see that the company had a private signing with this player to sell memorabilia on their website. I sent them a message asking why they couldn't have him sign cards for their customers while he was there instead of extra stuff that they are making money off of. They did not respond to any of my messages. They care nothing about the average collector who have already spent the money. They only care about making more money. I don't have a lot of money and am a huge us soccer fan and want what I paid for without all the hassle. Panini needs to be held accountable

  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:11/24/2022

  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.

  My son and I purchased a certified nba hobby box and got a redemption card that we registered with panini right after. This was in Feb 2022. There hasn't been any response from them until about 2 months ago when they asked if we wanted a replacement. We said yes. And we still have not heard anything. The original card is worth 1200$ and they have no response to any emails/calls. I have no where else to go. Please help.
  

  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:11/23/2022

  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 over 20 open items (Redemptions and Factory Replacements due to damage) with Panini. Some of them are 18 months old. I have tried calling there customer service numerous times and it goes to voicemail. I did reach them once and spoke with a nice lady who was going to have her supervisor call me back and I never heard back from this person (*****************************). I also got his email and sent him 8 emails with NO response to ************************************** The reason for my email is I had a card that was damaged submitted in the middle of 2020 (********************* RPA) and they never replaced it they just sent me a random card instead with no notification or explanation. ****** & TICKET ID : ****** I would like resolution of my outstanding items which are past an acceptable timeframe. Here are the items I would like to be completed Ticket ID: ****** - 18 MONTHS!!140093 ****** ****** ****** ****** ****** ****** ******* ******* ******* ******* ****** ****** ******* ****** ****** ****** ****** ****** ****** ****** ************ by far has the worst customer service. 100 plus emails just to ************************************** ************************************* *********************************** ***************************** and ********************************* ***** is the only one who ever responded and then she just stopped. They promise these cards will get signed and replaced but they have no sense or urgency or want to fulfil there obligations. Please let me know if you need anything else *******

  Business Response

  Date: 09/12/2023

  Hello *******,

  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. After further investigating your account, it seems all redemptions have been shipped out to you already. You do have some factory damage cards still but keep in mind that for factory damage cards, 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 ************** 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 submitted the damaged ********************* card within a month of the product release and Panini had sufficient time to produce a replacement of the card which I wanted. They should have given me a choice as I would have rather had the damaged card returned than receive a card of a person from a different team when I PC *********************. The value isn't of concern it's that as a person who collects cards I wasn't given any options and was blindsided. Panini should make me whole by at least offering me a replacement of the same player. 

  Business Response

  Date: 09/13/2023

  Hello *******,

  The reason why they aren't able to give you a replacement of equal or greater value of the same player is simply because there isn't one in stock for that athlete. We can ship the original card back to you if you cannot wait any longer but if you want the exact card replaced, they will notify you once it's up in the queue for an exact replacement. 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. 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 replacement, we will notify you via email once a shipment is being created. 

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

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

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

  Customer Answer

  Date: 09/15/2023

  I am rejecting this response because:  That's not how the process worked. I was perfectly fine waiting and I did wait, over a year and then I wasn't told it was up in queue. I was told I was getting a replacement card. I would have rather just had the damaged card returned. I even called that number and emailed a supervisors name I was given MULTIPLE times after I was advised he was going to call me back and heard nothing. This process you are explaining is not what is happening. I did exactly documented steps are required immediately after the product came out so this should have been replaced and you chose not to and then I wasn't given an option to get the card I wanted back. That is the issue. I collect ********************* and I would rather have the damaged card of my favorite team and player than some random receiver because you guys don't want to fulfill your obligations. 

  Business Response

  Date: 11/10/2023

  Occasionally, when a ************** ticket is being worked on, there is not a same card replacement option available.  Therefore, we provide a replacement that *** be a different card and/or a different athlete.  We have contacted this customer with options that are currently available, but that interaction was unsuccessful.  In the future, we *** have better and more suitable options, but it *** take time for those options to become available.  We do apologize for any inconvenience, but we can only provide product for what we have available.

  Customer Answer

  Date: 11/16/2023

  I am rejecting this response because:   They did contact me and tried to offer me something even lesser value. The representative asked if I had anyone else I was interested in, I did give them multiple names and he said they would call me back and SHOCKINGLY they haven't called me back. Zero follow through per usual. I even asked about my more than ************************************************************************************************************************************************* back but this HASNT happened. 

  Business Response

  Date: 12/15/2023

  Hello *******,

  We spoke on the phone earlier, and the last thing I need from you is an address confirmation.  You can respond here or reply to the email that you should have received. You may also give me a call back if you would like to do so.

   

  Thank You!

  Customer Answer

  Date: 12/20/2023

  I have reviewed the business response and accept this resolution. They were able to send me items to make me whole from the initial disappointment. Thanks

• Initial Complaint

  Date:11/21/2022

  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 numerous card redemptions open and unfulfilled for well over a year. I reached out to Panini numerous times. Left voicemails, sent emails. I have yet to get a response. The cards I'm waiting on should've been fulfilled by now!!!!
  

  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 have reviewed the business response and accept this resolution.