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Business Profile

Baseball Cards

Panini America

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Baseball Cards.

Complaints

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

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    Customer Complaints Summary

    • 373 total complaints in the last 3 years.
    • 90 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/15/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 their product directly from their packaging, the card is fraudulent and damaged directly out of the packaging. It is supposed to be an on card auto where the player himself picks up the card and signs it. In this case due to the factory error you can clearly tell the player signed a plastic film which is then inserted into the card. I sent this in back in August on 2021. I have yet to receive a single response on my ticket from Manager David S***** after multiple phone calls and emails to other panini managers, still 0 response after more than a year. Their customer service rep told me there are no managers every in the office as they are always out sick. I tried speaking to the customer service manager and the rep claimed she was out on leave and noone took over as acting manager in her place. This is a billion dollar company and it is clear they refuse to hire anyone to fix the issues they are having. I have requested my property be returned to me by email and by phone numerous times and still no response. I've also been lied to since March of 2022 by their reps who I was told have since been fired for giving out false information. This company needs to be looked into immediately and I want my property returned as they are clearly a fraudulent company. They also have an automated voice message saying leave a voicemail and someone will get back to you in two business days. I've been leaving voicemails since August 2021 with no response. Please help me, my property is valued close to $2,000 and they are refusing to return it to me. They also continuously told me they have been updating my ticket but everytime I call the new rep says there are no notes on my ticket. They keep telling me only David S***** can return my property however he is never in the office and has not responded to me ever since my first attempts at contact in August of 2021. Thank you

      Customer Answer

      Date: 09/20/2022

      Thank you and I am sorry I did not put this in my original complaint but the ticket number for Panini America that this complaint refers to is ticket ****** in their system.

      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 further investigation for your ticket #******, it shows proof of delivery since 2023-06-20 11:17:55 AM. We are going to consider this issue resolved but if you need further assistance, please feel free to ask questions here or use the toll-free number I provided below for more help. Please keep in mind that 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. 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. 

      Tracking Number: 780114900673

      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:09/14/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Panini America offers redemption cards on their product to be submitted in an online portal through their app in lieu of an autographed sports card from a popular athlete. They ask that you wait ************************************************************************************************************* higher value. I have 3 redemptions that have passed the 120 day criteria and have requested a replacement, and have made 25 email attempts to contact their redemption department over about a 2 month period for redemption resolution without an answer or reply. I have also been placed on automated hold 5 times for almost a half hour each time only to be sent to a voicemail box and I leave my information and they do not return phone calls. I have emailed *********************** customer service assistant manager for redemption requests. ********************************** each time the only response I have received is her auto reply emails that she is out of the office 2x once for Labor Day weekend and another attend a card show in ********** other then that nothing. The value of the cards owed to me is approximately $2000 as priced on ***** This is beyond unprofessional by their orginization and borderline theft from Panini of America.

      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:09/14/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 am submitting this in hopes to have a long standing matter resolved in full. I have attained this companies products via reseller and the uniqueness of this companies products is such as it is a sports collectible and an asset that holds value in the Hobby and Collectibles market. This product is said to be redeemed via mail in or online submission either via their (Panini America) app or website and although it does not state how soon you receive the product once submitted, its been well documented throughout the Hobby community that these products sometimes takes years to receive back. This is where it gets unsatisfactory for me, I did not pay money for this company to take matters like these so lax and unethical and these products range in the cost of $800-$10k, this is absolute ignorance and very unprofessional by a company that has made no effort to resolve these issues for years.

      I have attached a screenshot (via the Panini app) for proof of my redemption status, account and ticket #'s per redemption (total of 3)

      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:09/07/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Panini america offers redemptions in their boxes of cards. Which in itself is horrid practice if you can't get a card signed don't use it. However they state redemption will take 4 months or less. I have roughly 7 pending that all are at 6 months-9 months. This is unacceptable and with panini losing its license with the *** I can only imagine these may not fill. It's deceitful to use these redemptions with no time-line to actually fill them

      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. 


      Customer Answer

      Date: 09/12/2023

      I am rejecting this response because:  waiting 1 to 2 years for a redemption is robbery. It's stealing profits and offering big rewards and then not giving any rewards. It's poor practice 

      Business Response

      Date: 09/13/2023

      Hello ****,

      I've attached the terms and conditions for redemptions that you signed for before redeeming your redemption. As stated "If you elect to wait for the *** to become available, Panini will attempt to provide the *** within six months of the receipt of a timely Redemption Request. Panini makes no guarantees or warranties regarding whether the *** will become available during the six month waiting period should you elect to wait. Regardless of your election, Panini reserves the right to send an STC after the expiration of the six month waiting period." You can continue to wait for the athlete to sign if that is what you wish for, but simply not every redemption is guaranteed. Rest assured, we will fulfill requests as the players return their cards and we do our best to fulfill them that way, but you are given other options if you do not want to continue waiting. 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 the release date, we are experiencing a backlog in fulfilling replacement card requests. 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. To find out what other alternatives we have available please call the redemption toll-free phone number to hear more.

      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:09/06/2022

      Type:Delivery Issues
      Status:
      Answered
      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 two Redemptions of a football card owed to me by this company, and I have never received a response to either one of them.

      1. Opened August 19, 2020 under Redemption # F1DFH6CGLCK or Panini Ticket # XXXXXXX

      2. Opened February 8, 2021 under Redemption # 14G8CMEEGLE or Panini Ticket # XXXXXXX

      Panini America has had ample time to respond to these requests submitted on their website but have failed to respond. I understand from others that this is not an isolated issue, and was suggested to me to file a complaint with the Better Business Bureau.

      My desired solution is for the company to honor the redemption, as awarded and requested - now.

      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. I noticed that your ticket #******* was shipped and resolved 2023-03-07 10:49:11 AM. Your other ticket #******* is still in queue and we are currently waiting for the athelete to sign their card so we can make a shipment for you. 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.

      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:09/05/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 11/15/21 I filed with Panini America 17 complaints of factory damaged cards. I had to print a packing label for each card, and include those in the package with the damaged cards. Panini America acknowledged receipt of the cards within one week, and since that time I can't get them to do anything. They won't answer their phone, nor will they respond to my emails. It's been just a few days short of 10 months, and they won't contact me, nor will they ship out the replacement cards. I've given them ample time to get these cards back to me, and I'm tired of waiting on them to get the replacements mailed back. If you want copies of the emails, just email me, and I'll be happy to send them to you.

      Business Response

      Date: 09/11/2023

      Dear Valued Panini Customer,  

      We apologize for the long wait and appreciate your patience. 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. 

      Customer Answer

      Date: 09/12/2023

      Good grief. In 2 months it will have been two years, since the damaged cards were sent in, and as of yet nothing has happened as far as me getting replacements back. Never in my entire collecting life have I had to wait this long on a redemption, or a replacement. It's obvious that Panini's customer service doesn't care about taking care of their customers at all.

      Customer Answer

      Date: 09/12/2023

      I have reviewed the business response and accept this resolution. I just want this taken care of soon, because it's been almost 2 years of me waiting on them to do something.

    • Initial Complaint

      Date:09/05/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      April 29, 2022 I sent in a redemption code for a card I paid dearly for. Panini opened a "Ticket" for the redemption and applied it to my account where they (and I) can track the progress of the redemption. May 26, 2022 I received an update for that redemption that stated my redemption was to be shipped to me and the "Ticket" was closed. When a Ticket is closed it means they have shipped the card or exchanged the redemption for what they think is fair value. My case however is not "Closed".. Although the ticket ID is marked as closed, the redemption card has not been mailed to me. The status of my redemption ticket states "Print shipping label in progress".. Normally I would not be concerned, but this card I am waiting for has been issued to other collectors as I have seen it in their possession. This particular card also has many variations of which I have submitted redemptions for and I have received back from Panini but I have yet to see this particular card. I have emailed many, many times only to be ignored and I have place countless phone calls and left messages only to be ignored. Panini has made a bad habit of ignoring their customers who pay very high prices for their product. This is not good business.

      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. If you provide a ticket # I can further investigate your redemption to see if it was shipped. 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 or need more assistance 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:09/03/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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 16 March 2022, I purchased a box of basketball cards from Panini America being "2021-22 Panini Origins NBA Trading Card Box (Hobby)" for $581.48 (USD). This was the first of many boxes I acquired from Panini America. On 24 March 2022 at 4.01PM, I submitted a Ticket Request to have one of the cards corrected and fixed given that it was clearly damaged (a rough cut). I have sent dozens of emails, left dozens of voicemails, communicated on the Panini Ticket Platform over 10 times, and there has been no care nor response by Panini's Customer Support team.

      I recently managed to speak to a person in a different team, and they said that it's not their job to manage this but will try to do something. The person who initially was trying to assist (sent an email to a person called ***** *****) was called Khurtis Pence but he was not successful and now has ignored all further correspondence. I asked if Panini had a Complaints Department and Khurtis advised he was basically that. I asked if he had a superior officer, he said "... not really."

      The card is the only card of value that I received in multiple boxes, hence the importance of getting the card back. I asked for it to be repaired and was promised it would be. There has been nothing done and it is almost like they have stolen my card. It is a Luke Doncic Legendary Auto /25 cards. The Ticket ID is XXXXXX.

      I just want the card encased in a panini slab given that there is buckley's chance that they are going to repair it. They have cost me a lot of money already... when I asked them why the Spud Webb auto card had smudges all over it, they told me to use an eraser to rub them out, which clearly damaged the card's surface. I just want my Luka Doncic Auto back in a Panini case.

      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 further investigation for your ticket #******, it shows proof of delivery since 2023-06-21 03:32:48 PM. We are going to consider this issue resolved but if you need further assistance, please feel free to ask questions here or use the toll-free number I provided below for more help. Please keep in mind that for factory damage claims, 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.

      Tracking Number: 780185444330

      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. 

      Customer Answer

      Date: 09/12/2023

      I have reviewed the business response and accept this resolution. However, I would be reluctant to buy from them again given the absence of communication and refusal to respond to emails / voicemail / etc. The outcome was that they sent my card back without fixing it. That was because a year and 3 months past where they refused to respond or communicate. Pretty terrible customer service. 

    • Initial Complaint

      Date:09/02/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 been emailing Panini about my redemptions. I have redemptions that are 2 years old to 1.5 years old. One of which will be going to 3 years old and rest are going ** in years. I asked for replacement and nothing has updated. I have total of 5 redemtions. I never seem to get ahold of customer service on phone or email.

      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:09/02/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Non-Existant Customer Support or Service. Multiple redemptions have been sitting for over a year - unfulfilled. No response from their team when inquiring. Now, the app doesn't accept payment any more for Digital NFT packs. Cannot get anyone on the phone, or to respond to an email. Have tried to accept payment for offers on NFT cards that I've listed for sale - but they are restricting my access to be able to accept payment for them - ending in a non-sale. Furious. Worst company I've ever dealt with - they shouldn't be able to operate legally in the U.S.

      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 customer service toll-free phone number to hear more. You can also provide a ticket id here and I can investigate it further. 

      For ***'s The blockchains terms and conditions has been changed to meet industry standards for a safer environment for our customers. The *** blockchain is staying for the long term and Panini plans to continue to improve the marketplace. We would love to earn your business but if you feel as though it is not a safe investment, there are plenty of other products we offer. If you have any more questions about our product, please feel free to contact the toll-free 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. 

      Customer Answer

      Date: 09/12/2023

      I am rejecting this response because:   In short - their customer service line may as well be non-existant. Nobody picks up, or rwtirms messages. I have been notified via email about options to continue to wait for redemptions...but have not been given a list of or offered choices on what players I could choose that thwy are able to fulfill. The description just says, "************ of equal or greater value are offered". However, no equivalent or greater value offers have been formally made or proposed. Its all just fodder and filler...empty words.

      Business Response

      Date: 09/13/2023

      Hello *****,

      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 call the toll-free number I provided below, a representative should be available within minutes. Just make sure you are calling between office hours. For redemptions, 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 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. 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. 

      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: 09/15/2023

      I am rejecting this response because:   Just look...it is the same exa t automated reaponse as before. Theres no real soul behind any of this communication. *** when you call the customer sevice line ots the same thing. Automated reaponses without any human contact. 

      Business Response

      Date: 11/09/2023

      For our redemptions, we are not obligated to provide the customer with options. That is not how redemptions are replaced. They can choose to request a replacement card, and it will be a random card from the same sport. We will either match the value or provide a greater value in the randomly chosen replacement card. 

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