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:09/01/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have submitted an expensive redemption card, ticket no. XXXXXXX. Panini never answers their phone. Nobody calls back. Nor has Panini responded to repeated emails/messages for help been answered on their app. I paid over $300 for a 2021 Donruss The Rookies Autograph card, #1 Trevor Lawrence. I have no idea why it is not being fulfilled, or what my options are. At this point, I believe Panini owes me $300.

  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:   The business is not available via phone. **************** never answers the phone. I have responded via the businesses app, multiple times. The business never responded! This could be easily resolved with one of three options: 1) cash settlement, 2) equal value card replacement, which Im skeptical of, or 3) delivery of said card. This business is non-responsive and unavailable via phone or their app. Its criminal!

  Business Response

  Date: 09/13/2023

  Hello ******,

  Any representative should be available within minutes if you call the customer service line. Anybody should be able to assist you with information; however, 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 *********** 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. 

  Customer Answer

  Date: 09/14/2023

  I am rejecting this response because:   I have tried to call this business in the past. They dont answer the phone in minutes. The phone rings and rings and nobody ever answers! I have filed multiple responses using the companys app. I have agreed to an alternative redemption if its equal value! Still no reply! This company is not honest. How long has it been? More than 1 year before they reply to BBB, yet theyve never replied to me via app, phone or email. Just yesterday the company claimed my concern has been escalated to level 2. What does that mean? Quit pushing it back on me. Ive tried to phone. Ive contacted BBB. Ive contacted the company on their app. MAKE IT RIGHT talk is cheap. ACT!

  Business Response

  Date: 11/08/2023

  Hello,

  We are very much available to answer high volumes of calls Monday through Friday between 8:30 AM and 5:30 PM **************** Time.  After, waiting almost 2 years we are finally able to fulfill this request.  We do apologize for the inconvenience, but we are happy to say that this ticket is now being fulfilled with the original redemption.

  Customer Answer

  Date: 11/09/2023

  I have reviewed the business response and accept this resolution.

  Panini America **** delivered the product. Although I was unable to reach the company via phone, email or their app, Panini delivered the card as promised today. I honestly thought I wasnt going to receive it. The card is fantastic. I also received a phone call to confirm delivery. Thank you Panini America ****

• Initial Complaint

  Date:08/30/2022

  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.

  When you buy sports cards you get cards with a player from their respective sport and sometimes you get a card of a player with their Autograph on it (which increases the value a lot), there are times when the player who was supposed to sign a card and give it to Panini in order to sell it in its cards packs doesn't return to Panini in time so instead you can open a pack of cards and you will get a REDEMPTION card, it will say "you are due to receive an autographed card of "player name", so what the consumer needs to do is go on the Panini website and enter a code that is on that card and it will tell you that it may take 120 days to fulfill, if not they give you an option to wait longer, get Panini points (which is just to use on their site to purchase things) I have entered 8 different redemption cards over the past year and have never received one card, 5 of them went over the 120 days, 3 are still under the 120. 2 of the 5 that where over 120 days I wasn't able to get their automated email of "over 120 days, what would you like to do next" and. Simply just get nothing for those.... These cards are very valuable, one of them alone has selling comps of over $1,000 dollars so I would like my cards, I've sent at least 6 emails and have been given no response what so ever, I have called 4 times and either stay on hold for an hour and have to give up or I get a recording to leave a message, so I did stating my issues and once again have yet to get any response what so ever. I have purchased with a credit card other things on the site and received them in a few weeks, but never a redemption, nor has anyone I know that entered a redemption received their cards, this is a know practice with Panini.. please help Below I will show my orders the closed tickets are the ones that went over 120 days (which is way over that now, many over 8 months) and the 3 "open" say in progress

  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:08/26/2022

  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 had submitted a $5,000+ damaged card for replacement in November 2021. I was assured when submitting that I should receive a replacement within 4-6 months depending on their backlog. We are now 9 months later, and it is literally impossible to connect with anyone in their customer support department to get an update on the ticket status. To date, I have sent 12 update responses within my ticket, sent over 100 emails nicely asking for an update, and placed 30+ calls to their customer support and have not gotten a response. In the two rare occasions that someone has answered the support line they are unable to help and promise that someone will reach out within a week or two, but that never happens.
  
  They have a repetitive pattern of customer negligence and a class action suit against them needs to be started. I would avoid this company like the plague and never do business with them again.
  

  Business Response

  Date: 09/12/2023

  Dear Valued Panini Customer,  
  
  We sincerely apologize for the inconvenience and frustration caused by poor communication in the past. We appreciate your patience and would love to help you with your concerns. Due to the unprecedented volumes of damage card replacement requests in past months, factory damage replacements are experiencing a backlog in fulfillment. If its in the queue, it will be replaced. You can also replace the factory damage card with Panini Points or other alternatives available. To find out what other alternatives we have available please call the factory damage toll-free phone number to hear more. Please keep in mind that we have professional appraisers that value your card(s) and base the value on the current market to find what equal value replacement is needed. We do not value based on when the card(s) are put into the queue. Because we are aware of the collector's market, we try our best to honor what we deem to be the current values, with respect to what we have available. We apologize for the inconvenience and frustration caused by this delay. However, if you choose to wait for the original replacement, we will notify you via email once a shipment is being created.  
  
  Hours: 8:00am 5:00pm (CDT) Monday - Friday  
  
  Toll-Free Factory Damage Line: **************  
  
  Thank you for being a valued collector and we hope to hear from you soon. 

• Initial Complaint

  Date:08/24/2022

  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.

  I submitted a ticket to Panini America to replace a factory damaged card on 03/10/2022. The card was received by panini on 04/07/22. I've tried to reach out to various members in management level via calls and emails with return calls or email.

  Business Response

  Date: 09/12/2023

  Dear Valued Panini Customer,  
  
  We sincerely apologize for the inconvenience and frustration caused by poor communication in the past. We appreciate your patience and would love to help you with your concerns. Due to the unprecedented volumes of damage card replacement requests in past months, factory damage replacements are experiencing a backlog in fulfillment. If its in the queue, it will be replaced. You can also replace the factory damage card with Panini Points or other alternatives available. To find out what other alternatives we have available please call the factory damage toll-free phone number to hear more. Please keep in mind that we have professional appraisers that value your card(s) and base the value on the current market to find what equal value replacement is needed. We do not value based on when the card(s) are put into the queue. Because we are aware of the collector's market, we try our best to honor what we deem to be the current values, with respect to what we have available. We apologize for the inconvenience and frustration caused by this delay. However, if you choose to wait for the original replacement, we will notify you via email once a shipment is being created.  
  
  Hours: 8:00am 5:00pm (CDT) Monday - Friday  
  
  Toll-Free Factory Damage Line: **************  
  
  Thank you for being a valued collector and we hope to hear from you soon. 

• Initial Complaint

  Date:08/24/2022

  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.

  I made an order on panini about an hour and a half ago and no one at customer support will answer and I need to cancel the order

  Business Response

  Date: 09/12/2023

  Dear Valued Panini Customer,  
  
  We sincerely apologize for the inconvenience and frustration caused by poor communication in the past. We appreciate your patience and would love to help you with your concerns. If you have placed an online order, and have received the wrong item, please let us know what your order number is here to further investigate. If you would like to speak with an online representative, you can also use the toll-free line I provided below. 
  
  Toll-Free **************** 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:08/20/2022

  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.

  Have sent in multiple redemptions for purchase that I have made . Also factory damaged cards that where sent back with no updates For months now, Some have been close to a year waiting. Also have asked for replacements to some of the cards months ago and still no response or movement. I have called and emailed and sent messages via there application and still no response.

  Business Response

  Date: 09/12/2023

  Dear Valued Panini Customer,  
  
  We sincerely apologize for the inconvenience and frustration caused by poor communication in the past. We appreciate your patience and would love to help you with your concerns. For redemptions, after the original 120 waiting period for your redemption, if we have not received the signature from the athlete you are prompted with different options. You can either replace the redemption with a replacement card (another card of equal or greater value), Panini Points, or other alternatives that we have available. Due to the number of athletes returning cards after release date, we are experiencing a backlog in fulfilling replacement card requests. Rest assured, we will fulfill requests as the players return their cards. However, if you choose to wait for the original redemption, we will notify you via email once a shipment is being created. To find out what other alternatives we have available please call the redemption toll-free phone number to hear more. You can also provide a ticket id here and I can investigate it further. 
  
  For factory damage tickets, due to the unprecedented volumes of damage card replacement requests in past months, factory damage replacements are experiencing a backlog in fulfillment. If its in the queue, it will be replaced. You can also replace the factory damage card with Panini Points or other alternatives available. To find out what other alternatives we have available please call the factory damage toll-free phone number to hear more. Please keep in mind that we have professional appraisers that value your card(s) and base the value on the current market to find what equal value replacement is needed. We do not value based on when the card(s) are put into the queue. Because we are aware of the collector's market, we try our best to honor what we deem to be the current values, with respect to what we have available. We sincerely apologize for the inconvenience and frustration caused by this delay. However, if you choose to wait for the original replacement, we will notify you via email once a shipment is being created.   
  
  Hours: 8:00am 5:00pm (CDT) Monday - Friday  
  
  Toll-Free Redemption/Factory Damage Line: **************  
  
  Thank you for being a valued collector and we hope to hear from you soon. 
  
   

• Initial Complaint

  Date:08/20/2022

  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 purchased a box of Panini product from a retail store. The box contained a damaged card. I filed a factory damaged ticket with Panini on 3-12-22 and the ticket was accepted. I have sent dozens of emails and made dozens of phone calls only to be ignored. I have emailed *************************** and the standard Panini customer service email with no response. I have called the Panini customer service telephone line and with no response. The customer service is literally non-existent. I have requested a replacement product and they have not replied. I have also sent in multiple redemption cards that some took almost a year and other factory damaged cards that took over a year to replace. I am really tired of being ignored by a company that says they provide customer service. I want them to provide better customer service and replace my damaged item as requested.

  Business Response

  Date: 09/13/2023

  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. To find out what other alternatives we have available please call the factory damage toll-free phone number to hear more. Unfortunately, if the cards have minimal damage, it does not qualify to be replaced. As mentioned in our policy, upon creating a factory damage ticket claims not every card is replaced and a damaged card replacement is not guaranteed. It states "any ineligible card(s) that Panini America is unable to replace, for any reason, will be returned back to the customer." Whenever this is the case, we provide notes on why your card(s) were sent back. We are sorry for the inconvenience and frustration caused by your situation, but since all sales are final, we wouldn't be able to refund you for your purchase.  
  
  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: 09/15/2023

  I am rejecting this response because:   Panini shouldnt have accepted the return if they will not replace the item. In their response, they acknowledge the damage is from their factory. Lies. Lies. And more lies. I am done with Panini. They shouldnt be allowed to make a sandwich. Send me a card to make this right. Just send a card of equal value or better and dont ship it where it gets damaged like last time. 

  Business Response

  Date: 09/25/2023

  Hello *****, 
  
  We sincerely apologize for the inconvenience and frustration caused by your issue. I've attached the terms and conditions that you signed before buying your order. 
  
  As stated, 
  
  "To the extent permitted by applicable law, we (including our parent, affiliates, and our officers, directors, agents and employees) are not liable, and you agree not to hold us responsible, for any damages or losses (including, but not limited to, loss of money, goodwill or reputation, profits, other intangible losses, or any special, indirect, or consequential damages) resulting directly or indirectly from: 
  your use of or your inability to use our Services; 
  
  -Pricing, shipping, format, or other guidance provided by Panini America; 
  -Delays or disruptions in our Services; 
  -Viruses or other malicious software obtained by accessing or linking to our Services; 
  -Glitches, bugs, errors, or inaccuracies of any kind in our Services; 
  -Damage to your hardware device from the use of any Panini America Service; 
  -A suspension or other action taken with respect to your account or breach of abuse of our Services; 
   
  Furthermore, it is understood that: 
  -You are responsible for reading the full item listing before making an offer or commitment to buy, 
  -You enter into a legally binding contract to purchase an item when you commit to buy an item on a Panini America Service." 

  
  Now rest assured, if you make a claim for qualified factory damage merchandise, we will fulfill replacements for these factory damage requests. However, 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. We will notify you via email once a shipment is being created for your replacement. If you have more questions, continue writing them here or use the customer service line I provided below.  
  
  ************************************************************;
  
  Hours: 8:00am 5:00pm (CDT) Monday - Friday   
  
  Toll-Free **************** Line: **************   

  Customer Answer

  Date: 09/27/2023

  I am rejecting this response because: this company is absolutely terrible. Their customer service is a joke and non-existent. Ive called many many times and sent many emails to no response. I hope this company goes bankrupt and goes out of business. Ive been collecting and selling cards for over 30 years. Panini has ruined the hobby and I cannot wait for fanatics to take over. They shouldnt approve ************** replacements and allow customers to send the cards back to this terrible company and pay the postage for the terrible company to only ignore their request. Im sure they are responding to these complaints because they know theyre going out of business. They sure didnt care about these complaints when they were price gouging the collectors and ignoring our requests. You get what you deserve. 

• Initial Complaint

  Date:08/19/2022

  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.

  The business has card redemptions but has not filled them since 2013. I have tried to call and email them multiple times and they have not responded.
  
  This is a sports card company. They give out redemption cards and are supposed to send the cards for these redemptions (such as autographed cards). Again, these redemptions have not been filled since 2013.
  

  Business Response

  Date: 09/13/2023

  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:08/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Panini offers redemption cards. I was the winner of 2. Panini had not made good on either redemption. I have sent an email everyday and will continue to until then respond. I am not the only customer with these issues with said company
  

  Business Response

  Date: 09/13/2023

  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:08/18/2022

  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.

  Submitted error cards for replacement in September of 2021. Cards have not been replaced yet, despite their website saying this should occur within 10 weeks. Calls to Customer Service place me on hold for 5 minutes saying someone will be with me but then cuts over to a voicemail box. Voicemail messages are never returned. Emails sent to Customer Service go unanswered, Emails, calls and voicemails have gone unattended to for months.

  Business Response

  Date: 09/13/2023

  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. To find out what other alternatives we have available please call the factory damage toll-free phone number to hear more. Unfortunately, if the cards have minimal damage, it does not qualify to be replaced. As mentioned in our policy, upon creating a factory damage ticket claims not every card is replaced and a damaged card replacement is not guaranteed. It states "any ineligible card(s) that Panini America is unable to replace, for any reason, will be returned back to the customer." Whenever this is the case, we provide notes on why your card(s) were sent back. We are sorry for the inconvenience and frustration caused by your situation, but since all sales are final, we wouldn't be able to refund you for your purchase.  
  
  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: 09/15/2023

  I have reviewed the business response and accept this resolution.