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:08/08/2022

  Type:Service or Repair 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 June 8th 2021 I purchased a box of Panini America's 2020/21 ***************** cards. In the box the most valuable card was factory damaged and missing the player used uniform swatches that would be expected. On June 10th 2021 I opened a return for the card in question *********************** (20-21) ********************* #8(1/1) Steven D****) under Panini America's stated Factory Damaged replacement policy. I was assigned ticket number ****** for my replacement. Card was mailed to Panini America and received that week and was marked as received/ in progress. Since then I have called Panini multiple times per month and sent many emails enquiring as to the status of the replacement of my valuable property. Panini America does not respond to emails and rarely answers their phone lines. On the 3 rare occasions they did answer I was told the replacement was available and that it would be resolved soon. Clearly that has not been the case. At this point I want Panini America to either return the card in question with the factory damage corrected or to provide me with a replacement item of equivalent value ( approximately $300-400 based on sales of similar 1/1 cards). Thank you for your assistance in this ongoing matter and please let me know what in the way of further documentation or information you need from me
  

  Business Response

  Date: 09/13/2023

  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 2023-06-27 04:35:02 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 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 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.  

  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 claim, 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) are sent back.

  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. 

  Tracking Number: 780433705423

• Initial Complaint

  Date:08/04/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have spent over 100k on their products and they have what is called a redemption which is when a player doesn't sign a card they give u a redemption that you then claim and they send you the card once the player signs and after 120 days you have a choice to continue to wait or receive a replacement card (white box 1 of 1 card) which is supposed to be equal or greater value than the card you didn't get originally and I claimed a justin fields card that panini said they value at $3000 dollars and asked 2 different people which I have recorded if the card would be 3k or more and I was assured and even guaranteed by one employee that yes it would and they proceeded to ask which players I requested in return and I said *** ****** or ****** ******* or any other rookie worth 3k or more and I got an ***** ******* 2021 card which has multiple sells for same/similar card worth 500-700 at the most so I was scammed out of 2500-2300 dollars and I've sent around 50 emails and called at least 150 times and can't not get a response from them now that the claim has been closed my next action if y'all can't help me is to hire an attorney and sue them

  Business Response

  Date: 09/13/2023

  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 2022-06-03 09:50:59 AM. Our fulfilment center sent you a white box which is a product of equal or greater value. 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.

  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." 

  If the *** does not become available during the six-month period, and Panini elects to send an - STC, your only option is to accept the **** An STC will be of an equal or greater monetary value as compared to the market value of *** as of the time of the product release as determined by Panini in its sole discretion."   
  I can continue to describe to you the terms and conditions but can also look at the attachment to read it as well.  

  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 we have not received the card from the athlete. 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. 

  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 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. 

  Tracking Number: 274133239008

• Initial Complaint

  Date:07/30/2022

  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.

  Multiple issues that are concerning and unfair treatment:*2 redemptions have been in their hands for a year+. One of them came from 4k product. Nothing to show.*Very unfair treatment. They offered scheduled appointments for redemptions 120 days or older at Nationals. I could not go. Mine are 365+. Now those cx has the choice to pick through as replacements. I would like to know why anyone can not help me. *I have sent about 27 emails now, I have 5+ comments on each ticket. All under my name. They have not once responded. I also left 19 voicemails for call back. No return calls. I have sent 2 priority letters with my concerns. Both signed for by someone at company. * a QA replacement was sent out from them and lost per ***** on 12/9/2021. ***** has been awesome with the help. But the original box was purchased 16 months ago. Imagine making a purchase, it being lost and the company will not respond or replace *I have sent multiple emails to others parts as online orders/digital sales as **************** will not help. They state it was sent as urgent.* As a company I have been treated unfair by not one comment on any legit concerns I have while others are pushed ahead of me. Ex) replacement redemptions.* Company does not care to help as their arw no competitors. Therefor they can do away with custome service *BBB score tells all. But I will continue to proceed until I and others are treated fairly .* I have invested so much time and effort trying to get a resolution. Including paying for priority mail to be signed for. Just asking for help. I am going to include a few screenshots of my tickets, but I have about 50+ more from *****, panini through social media *********** and email responses which I have 4 thay state it has been passed and market as urgent. I was given 4 extension numbers but out of 100+calls 1 person picked up. I kept a phone log.*The unfair and boardline treatment while othersbare pushed ahead/marked more important concerns me.

  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. 
  

  For the lost package, we need to create a claim with the postal carrier to be able to compensate you further. If you provide your order number, or ticket id, I can make the claim. You can also use one of the toll-free lines I provided below to contact a representative to help guide you for assistance. 
  
  Hours: 8:00am 5:00pm (CDT) Monday - Friday 
  
  Toll-Free Redemption Line: ************** 
  
  Toll-Free Online Sales Line: ************** 
  
  Thank you for being a valued collector and we hope to hear from you soon. 

• Initial Complaint

  Date:07/29/2022

  Type:Service or Repair 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 bought a blaster box with ************************ early July. I paid $27+tax. Of the 90 cards, 21 of them had notable damages in the middle of the card, bends and creases. I attempted to contact Panini about possible replacement on a larger scale than their online 1 card at a time process, as this was much larger of an issue. I called, they'd never answer. I left voicemails, they never called back. I sent emails. They never responded. I left ******** comments, they never responded.

  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 this issue you would have to create a factory damage ticket on our support page under our website. 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:07/28/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a box of Football cards in 2018. Panini Rookies and Stars. Inside the box was a redemption for an autographed card of *******************. I submitted the redemption 4 years ago and I have not received the card. I have called and sent several follow up emails with ZERO response. I have seen this exact card being sold on **** which is very strange. This is par for the course for Panini within the ****************** with zero repercussions. I want what has be promised as this is now a $2000 card. I have exhausted all avenues with zero response. I have no choice but to report this.

  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:07/25/2022

  Type:Service or Repair 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 an Aaron Rodgers (Super Bowl Champion Hall of Famer) 1 out of 25 autograph redemption on October 24th, 2019 (Ticket Number *******). This card value is currently estimated $500 (last several sales on eBay have been for $450-$550). After nearly three years of waiting for a card of like value and over 20 unanswered emails to customer service as well as direct contacts within the company I requested the equivalent value in Panini Redemption Points. I was then awarded 2,000 points. The last eBay sale for 2,000 Panini points on July 4th was for $55. The cards available for redemption at that point value are players who were never stars, hardly played in the league and recent sold ranges from .99 cents to $5. Additional emails regarding this have been ignored. The company has robbed me of a once in a lifetime card for a collector and replaced it with literally nothing. The worse part is that no one ever responds to any communications! This is unacceptable and no one cares to resolve my issue!
  

  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. Keep in mind that if the redemptions were expired before redeeming the redemption, points are automatically placed on the account in substitution for the card if we do not have it in stock. We provide half the value in Panini Points since the card is expired. After reviewing the account, the correct amount of points were added for this card and we would consider this solution solved.  If you need further assistance, you can continue writing here so I can review your issue, or you can also use the toll-free line I provided below to contact a representative to help guide you for assistance.

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

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

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

• Initial Complaint

  Date:07/25/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have submitted redemption cards with no response from Panini. They are listed below. I have tried to contact them over 10 times with no update or response.
  
  TICKET ID : XXXXXXX- Ja'marr ***** Signature Rookies (opened 11/27/2021)
  TICKET ID : XXXXXXX Kellen **** Signature Rookies (opened 1/4/2022)

  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:07/24/2022

  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.

  Ticket # ******* Opened a redemption for an autographed card from Panini almost a year ago. After **************************************************************************************************** a timely manner. After the first 120 days I decided to keep waiting for my original card. On June 9th I requested a replacement. Cards used in replacements are already in Panini's possession. My ticket is still open and in progress with no communication after selecting to receive a card different than what I originally purchased. A redemption is a contract between Panini and a purchaser to receive a card that they promised. Boxes from Panini have guaranteed "hits" such as autographs, memorabilia cards etc. Putting redemptions in these boxes are a way for Panini to avoid giving their customers their money's worth because without a physical autograph their bottom line is not hurt. My replacement should be shipped instantly after requesting that service which they offer because it is a card already in their possession and should be identical or more valuable than the card I was promised from them from the identical team said player was from.

  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:07/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a redemption card in a card box break. The redemption was sent in and completed by Panini. the card was lost in the mail and in this case Panini typically issues a replacement based on the value of the card. I have called and left messages once a week for the past 4 weeks. Additionally I have sent 6 Emails during this same time. I have never received a response!Redemption #K4I2HLK33H0

  Business Response

  Date: 09/13/2023

  Dear Valued Panini Customer,  
  
  We apologize for the long wait and appreciate your patience. We sincerely apologize for the inconvenience and frustration caused by this delay. We need to create a claim with the postal carrier to be able to compensate you further. If you provide your order number, or ticket id, I can make the claim. You can also use one of the toll-free lines I provided below to contact a representative to help guide you for assistance. 
  
  Hours: 8:00am 5:00pm (CDT) Monday - Friday 
  
  Toll-Free Redemption Line: ************** 
  
  Toll-Free Online Sales Line: ************** 
  
  Thank you for being a valued collector and we hope to hear from you soon. 

• Initial Complaint

  Date:07/21/2022

  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 submitted for a redemption card over 2 years ago and still haven't received it. It's ticket number XXXXXXX

  Business Response

  Date: 09/13/2023

  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 2023-03-29 12:51:01 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 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.