Complaints

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

close

Find a Location

Panini America has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:11/11/2022

  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.

  Company puts redemptions in their products and fails to fulfill them or replace them. I've been waiting on one for nearly 3 years and cannot get any response or help. Another nearly a year old.

  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:11/06/2022

  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.

  4/1/22 Submitted a redemption for a card out of 8. Waited 120 days and didn't hear anything and requested a replacement. Have written them 5 times over the 7 months and haven't heard from them. This is a scam and robbery

  Business Response

  Date: 09/11/2023

  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:11/04/2022

  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 PURCHASED A HOBBY PACK BOX OF ****S, IN THAT BOX WERE SEVERAL PACKS OF ****S ONE OF WHICH HAD A REDEMPTION FOR AN AUTOGRAPH TO BE ISSUED BY PANINI DIRECTLY. AFTER FOLLOWING THE PROCESS ON THE REDEMPTION IT HAS BEEN 1 YEAR SINCE I FILED IT. I STILL HAVE NOT RECEIVED THE **** FROM PANINI. I HAVE EMAILED AND FOLLOWED UP EVERY SINGLE MONTH WITH NO RESPONSE.

  Business Response

  Date: 09/11/2023

  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:11/04/2022

  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 spoke to Panini about outstanding redemptions. The woman told me today that it can take up to 10 years for player to sign card. They don't have the card signed in their Possession.. An Investigation should be launched to see if cards are sent to players to be signed by Panini. The claims made against Panini since 2017 should be enough to get that ok'd. Somehow i think it's ridiculous to even think that my redemption card is sent to Wander Franco or Josh Allen themselves to be signed. Does Panini already have card in their Possession and putting into other boxes when it should be filed until that redemption is pulled? I thought that the card was held by them until redeemed then sent out because that legally should be the only way it should be done. I'm paying between 500 dollars for 8 cards to 2500 for 10 cards only to get a redemption card telling me that you may get it and it's up to the professional athlete to sign the card? Sounds super far fetched to me. This is a multi Billion dollar industry and Topps and Panini are the main guys but Topps honors their redemptions but don't have nearly as much product as Panini. It's probably so they can honor their promise. Panini is laughing their way to the bank taking my card and remarketing it to someone else most likely. This is a huge deal and would make National news if an investigator can debunk this. It should be easy for someone to investigate how a on card autographed redemption process works especially for the big names like, ***************************************************************************************************

  Business Response

  Date: 09/11/2023

  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:11/04/2022

  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.

  So I contacted Panini about a ***************** problem that an employee there promised to fix. I contacted the company and was disconnected, hung up on and given excuse after excuse on why they couldn't help even when I told them it was previously agreed upon from the company they would. On one of my earlier calls the customer service rep did a search for my email but said she couldn't find any which was weird because they are going through and not getting bounced back. When I called back and was able to get a supervisor I was told they don't even have access to those emails that are being sent into them yet the email is still listed on their website. My problem stems from a country music product they had put out. The product was really great except for one part, the Florida Georgia Line cards signed by *************************************************** were not in fact signed but were auto penned. This company has a code of ethics but obviously does not follow them. I am disabled and am unsure why some companies have to give their customers such grief when they could just do the honest and right thing. I would be happy with a replacement from their wrestling entertainment line. Thanks

  Business Response

  Date: 09/11/2023

  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. You can provide your ticket # claims here or 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 Factory Damage Line: ************** 

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

• Initial Complaint

  Date:11/03/2022

  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.

  Submitted 2 redemption numbers to panini for 2 football cards I paid for. I have been trying to get help from panini for over a year and a half. I have a history of messaging the company and never getting a response. I have also emailed, called over 100 times and never received support in any fashion. I spoke to a representative one time who said they will send one white box football card instead of the original redemptions I wanted. This conversation was a half a year ago. They told me my redemption's they owe me value over $800. Now going over a year with no help and no support I have no choice but to file a complaint. I have all messages saved that I have sent without response going back to 7-2021.
  I feel like I'm getting taken advantage of. I would like my cards or full value returned to me.
  

  Business Response

  Date: 09/11/2023

  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:11/02/2022

  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.

  I redemed a sports card from Panini America on 2022-05-17 10:37 PM they say it can take up to 120 day to recieve the card, its been well past 120 days. I call and email them they never pick up this is theft by deception. and if they do not get back to me soon a lawsuit will be filed.

  Business Response

  Date: 09/11/2023

  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:11/02/2022

  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.

  My complaint is simple. Panini America has the worst customer service on planet earth. I've emailed them multiple times, I've tried calling them multiple times and i left comments on their blog multiple times going back at least 12+ months and I've gotten no response whatsoever. They're turning my redemptions that i submitted over a decade ago into points when i did not give them permission to do so and they're low balling me when it comes to the value of these redemptions. For example, they gave me 2500 pts for a 1/1 ****** ******** auto (he's a former Nfl running back) that i submitted 11 years ago. When i submitted this redemption, he was in the prime of his career and by not sending it to me, even though they had secured autographs from said player, it's not only diminished the value of the card but they're giving me a points value that's not even close to what that card would be worth. If they ever put up an auto of his that's a 1/1, you can be **** sure they'll want a points amount that is exponential to the value of points that they place on this card. They sent me out an email saying that any redemptions submitted before 2017 would still be eligible to be traded in for points but that early next year, this option would expire and they would then send out cards of equal or greater value to replace said redemptions. I did not ask them to turn mine into points nor did i select that option for any of my redemptions yet they decided to do that anyway without my permission. I'm so sick and tired of this company ignoring their customers and I've had just about enough of their bs. This company needs to be held accountable for their miserable lack of customer service and i need someone to talk to about my redemptions bc I'm not going to accept the fact that these morons are doing things without my consent.

  Business Response

  Date: 09/11/2023

  Hello *******,

  I was not able to find the redemption you are talking about using your email. If you can provide a ticket #, I can further investigate your claim. 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. Keep in mind that 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. If you do not request replacement and we have waited multiple years for the athlete to sign the original redemption, the ticket will automatically close for points. We can reverse it as long as the redemption was not expired before you initially redeemed it and you have not used the points that were given to you. Please provide your ticket # so I can further investigate your issue. 

  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:  you've yet to act on this issue. My email for my panini account is ******************** and the ticket# is ******. I submitted this redemption several years before you came up with your points system and there is no way in h*** that it's an issue with the player not returning autographs bc he had autos in the very same product a year later (Mine was for 2010 Crown Royale and the auto I saw was from 2011 Crown Royale). This redemption was for a 1/1 auto of ***************************** and it makes me wonder what exactly happened to the card? Was it given away to someone else to replace their redemption or if the card was never made, then why wouldn't you have shipped another ******** 1/1 auto from a different product. I've seen his auto pulled from live breaks over the past decade so really, there's no excuse as to why this card was never sent out. I haven't used the points you awarded bc I don't want your points. I want my card. You can't have someone wait over a decade for a redemption and then just decide to convert it to points to clear it from your system and the amount of points you awarded for it was an absolute joke bc it comes nowhere near the equivalent value of this card in the secondary market. I messaged you people and said if you don't have the card, I would take an on card *************************** in his Colts uni that's numbered /5 or less. That's the only other player I would accept as a replacement and now I have the same problem with 2 other redemptions from hockey products where you again awarded an insulting amount of points for one card and then sent out a bunch of junk autos that were collecting dust claiming they were of equal or greater value for the other redemption. I'm not going to give up on these until you've given me what I'm supposed to get. 

  Business Response

  Date: 09/13/2023

  Hello ******,

  Keep in mind that if the redemptions were expired before redeeming, points are automatically placed on the account in substitution for the card if we do not have it in stock and if we never received it from the athlete. We also provide half the value in Panini Points since the card is expired. All of this is written in our terms and conditions for redemptions and if you have more questions about it, please review the terms and conditions that you signed before redeeming your redemption. We sincerely apologize for the inconvenience and frustration caused by your issue, and if you have any more questions, you can continue to write here, or use our customer service toll-free line I provided below. Unfortunately, we would consider this ticket as resolved and I've attached the terms and conditions if you need help locating it. 

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

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

  Business Response

  Date: 09/13/2023

  Please review attachments to read our terms and conditions for redemptions.

  Customer Answer

  Date: 09/15/2023

  I am rejecting this response because:  are you kidding me? You send me a t&c about redemptions? First of all, these were submitted multiple years before the t&c came into effect as per your attachment (2019) so why you're sending me that is beyond me bc I don't care about what your terms and conditions are now. Redemptions having an expiration date is a joke in itself. When someone pays for a product they expect to get what's been advertised and if the company can't do that immediately, than a person shouldn't be penalized with an expiration date just bc the company selling the product doesn't secure their signatures before the date of release. You people at Panini are pathetic. I wait over 10 years for a card that should've been made and all you do is throw a t&c document in my face? It's no wonder why the ***** terminated it's license with you. You have the worst customer service I have ever dealt with. It's not even close so having an F rating with the BBB comes as no surprise. I feel bad for every customer who has to deal with your bs. Do I need to go to the media? Do I need to speak with someone who's way above you like the *** of Panini to have this issue resolved? I gave you an alternate solution to send out a *************************** on card auto is his Colts uni or send out another 1/1 ***************************** auto from a different product. Don't respond with some other verbatim or t&c bs. Just fix the issue

  Customer Answer

  Date: 09/15/2023

  Other companies like Upper Deck and Topps will allow up to 1 year after the expiration date for a redemption to be honored and don't bother telling me that's not true bc I've already done it with both companies. When I submitted this redemption, your points system wasn't in place until several years after so don't give me the oh we replaced it with points but. If I wanted points for the redemption I would've requested points a long time ago. Secondly, the whole bit about the player not returning the card is not applicable to this situation. The card would've contained a sticker auto so the card would never have been in the possession of said player and like I said before, he had autographs in the same product the very next year so again, there's no reason as to why this card shouldn't have been sent. You wanna try again with some different excuse instead of actually doing something to resolve the situation? What about my ************************* auto and my dual *********************/************************* auto? Those were submitted prior to any expiration date yet you convert one into 600 points, which is nowhere near the value of the card and again, I didn't ask you to convert it to points and the other one you sent me out a a bunch of junk autos that were collecting dust that don't even come close to the value of the card yet you send it with the paper saying we've sent out a card of equal or greater value, which is laughable. A Malkin auto is only worth $25 on the secondary market bc that's what you sent me, several cards that total a value of $25. Yeah I don't think so lol

  Business Response

  Date: 11/09/2023

  Since the policy in reference is nearly five years old, in order to not add confusion to the marketplace with multiple terms of service being published, we would prefer to not publish terms of service that are no longer valid.  As a practice, Panini America does not award points to a customer unless it is an expired redemption, which we believe to be the case in this instance.
  
  However, in good faith, we request that the customer submit their specific information either through the BBB or us so that we may remedy the situation in a manner that would be acceptable to the customer.  May you please forward this to the customer so we can close the complaint?

  Customer Answer

  Date: 11/16/2023

  I am rejecting this response because:  I've always been willing to compromise with regard to both the ***************************** auto and the 2 other hockey redemptions I have issue with. I suggested that you could send out another ***************************** 1/1 auto whether it be from another product or one from the black boxes you do that are uncirculated cards stamped as 1/1's. If that's not possible, I suggested a *************************** in his Colts uniform autograph. It doesn't matter what product it's from and it doesn't have to be a 1/1 but I feel that had I'd of gotten this card back when I submitted the redemption, it's value would've been comparable to a *************************** Auto as ******** was in the prime of his career. I look forward to your response.

  Business Response

  Date: 12/15/2023

  Hello ******,

  After reviewing your complaint and speaking with you on the phone, we are glad to move forward with a resolution.  You should be expecting a shipment soon and will receive an email with the tracking information.  Please give us a call if you have any questions or concerns.

  Thank you!

• Initial Complaint

  Date:10/31/2022

  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.

  On 10/11/22 I placed order number ********* online with Panini America using their points redemption system. On 10/24/2022 that order was shipped. It arrived on 10/30/22. When I opened the package it contained only 1 pack of cards not the 7 that I ordered and thst were on my invoice. I have attempted to call Panini America multiple times and they never answer phone calls, it is just an endless loop of prerecorded prompts. I have also emailed and have not recieved a response to my urgent issue. I've attached pictures of my invoice for this order along with pictures of the contents of the package and shipping envelope used by panini. I just want what I have paid for
  

  Business Response

  Date: 09/11/2023

  Hello ***********,

  If you email ********************************************************* with your order number, they will ship out the missing contents as a one-time courtesy. If you have any extra questions or issue, feel free to describe them here or use the toll-free number 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:10/30/2022

  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.

  Date of purchase 8/11/2022 Of one ********************* - 2021 *** Instant DONRUSS SIGNATURE SERIES - Base /25 for the total amount billed of $29.08 ***** tracking # ************ Still have not received aforementioned item.Contacted Panini Tech support about the tracking #************ as it indicates still as of today 10/30/22 as label created. I was told to contact *****. Why do I? I do not know, I am not the shipper. So I contacted ***** and was told exactly what I knew. that label created means ,just that a label has been created in the ***** system to ship does not mean it has arrived at a ***** drop off location to be shipped . Emailed back tech support at Panini and notified them of my "findings"And was given Support Ticket Opened (#******) on 10/17/22 and was told I would be hearing from a representative with a follow up as soon as possible. I have had no correspondence with any representative . So what is the failure or mistake of handling from creating the label and transportation of item to shipping? Why am I as the consumer trying to figure out where the item went that I purchased. Because some incompetent don't care attitude someone passes the buck to the next person and it gets lost in the mix. Pretty simple from label creation and either packing said item Never happened or you have a thief. Or there is mishandling of product and was lost. Still nothing I should have to do to receive a item I purchase that was advertised and sold with a receipt of purchase. Thank you

  Business Response

  Date: 09/11/2023

  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 reviewing the tracking information, it does seem that your order was never sent to you. I reached out to our fulfilment center to ship out your missing contents and you should be receiving that in the following days. If you need any assistance, or have any extra questions, feel free to describe it here or use the toll-free number 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. 

   

  Customer Answer

  Date: 09/17/2023

  I will not close out the complaint until I actually receive what I have purchased . And what they have stated they have said.

  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 reviewing the tracking information, it does seem that your order was never sent to you. I reached out to our fulfilment center to ship out your missing contents and you should be receiving that in the following days. If you need any assistance, or have any extra questions, feel free to describe it here or use the toll-free number I provided below.

  Customer Answer

  Date: 09/19/2023

  I am rejecting this response because:   

  I will not close out the complaint until I actually receive what I have purchased . And what they have stated they have said.

  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 reviewing the tracking information, it does seem that your order was never sent to you. I reached out to our fulfilment center to ship out your missing contents and you should be receiving that in the following days. If you need any assistance, or have any extra questions, feel free to describe it here or use the toll-free number I provided below.

  Customer Answer

  Date: 10/14/2023

  Have not received delivery of package as stated from ******* in last communication.  That I would be recieving in the next few days. This has been about a month now. Showing that they do not honor their word or a companies basic moral existence.  Deliver what is paid for. I will be making co.plaints directly to the *****

  Business Response

  Date: 10/20/2023

  Hello ****************, 

  We have attempted to reach you by your phone number and were unable to get in contact with you. I understand the time that has passed since your original complaint was made, and we are taking this into consideration while reviewing the issues and concerns you have.  We would greatly appreciate it if you gave us a call and mentioned your BBB Complaint ID: ******** or if you can respond with your Order ID, we will be able to find your missing shipment. From there, we will be able to better assist you! We sincerely apologize for any inconvenience and frustration you may have experienced, and we have implemented many changes to produce a greater customer experience. Please do not hesitate to call us so we can help you!
  
  Hours: 8:00am 5:00pm (CDT) Monday - Friday
  Toll-********************* Line: **************

  Customer Answer

  Date: 10/24/2023

  I have talked with new customer representative and situation has been resolved to a satisfactory solution.  If the customer care stays the current way it is now they should have no more problems .