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:11/20/2024

  Type:Billing 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.

  Won't honor a redemption card

  Business Response

  Date: 12/02/2024

  Hello, 

  Would you be able to specifically list any ticket numbers and the issues that you are concerned with?  I do see that you have two open redemptions, but we do not have those cards available.  Would you like to request replacements for both tickets?  It shows you are waiting on the original redemption cards to become available for both tickets.

• Initial Complaint

  Date:11/17/2024

  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 bought 2 Panini *** Mega boxes from Target with factory seals and all. It looked new, costs was $70 per box after taxes. Each box is suppose to contain 60 (10cards per pack, 6 packs per box) cards of with rare parallels and prizm cards. Upon opening i notice each pack only containing 5 or less cards with no parallels or prizm. I opened 3 packs and same result. This was right outside of ****** which i just made the purchase. 2 minutes after purchase and opening outside i ran back into ****** customer service for support. They refused to refund or exchange, even the 2nd box that i did not open yet. I opened the 2nd box instore to show them the issue i am having, same results, missing cards and no rare cards at all. They refused and gave me a 800 number to call which i called and they told me the same thing. And that I should try to go through the vender (panini america) for support. I left ****** very upset, i did all required to send the product back to PaniniAmerica for inspection. I even left a few packs unopened for them to verify only for them to send the product back to me stating that they found evidence of tampering and refused to send me an exchange.I understand that ****** has a no refund/exchange policy on this product but how on earth am i as a customer to know the boxes were missing cards when it was perfectly sealed without any scratches or imperfections. Ive gone through 12 of these boxes with target and these ones gave me no indication of its missing contents. Either the factory failed to load the cards or someone swapped the boxes at target? But the latter doesnt make sense to me as to why someone would go through the trouble of doing this especially when target does but allow them to be returned or exchanged?so if i buy 2 more boxes and they are missing cards i am suppose to just **** it up?if i buy 10 more boxes with missing cards, **** it up???

  Business Response

  Date: 11/27/2024

  Hello,
  When cases, boxes, and/or packs are missing the listed items, you can create a ***************** ticket on our website (******************************). There are instances where the rare cards are listed as on average and that would mean that the those are not guaranteed to be included, but all of the packs should have the same, listed amount of cards.  If they do not have the same, listed amount of cards, please create a ***************** ticket and we will send you what may have been missing.

  Customer Answer

  Date: 11/27/2024

  I am rejecting this response because:   quality assurance tickets were already created, i paid for shipping to paniniamerica only for paniniamerica to reject them and return them back to me citing they found evidence of tampering? They wasted my time, we already knew there was something wrong with the product after i made the purchase. The tampering if there was any was not from my end. As *** stated if i knew the package was tampered with i would have not purchased the product. The product had original seals and wrappings and looked brand new from the factory. Please stop wasting my time.

  Its funny how they misled me to believe that i was getting replacement issued status for the ticket but only received the same items i sent plus a rejection letter. Very professional.

  Business Response

  Date: 12/04/2024

  Hello,
  Unfortunately, we are not liable for stolen or tampered items.  Your packs may have been tampered with prior to your purchase, and we are unable to help with that issue.  Im very sorry that we cannot provide you with any assistance on this matter, but we are adhering to our policy and procedures. 
  
  Also, whenever we are shipping anything to our customers,Factory Damage & ***************** tickets will show Replacement Issued.  We are communicating this small discrepancy with our Technical Support Team hoping we can change it to avoid any confusion.
  
  Please let us know if you have any questions.

  Customer Answer

  Date: 12/04/2024

  I am rejecting this response because:   i dont see how as a customer must take the loss when the product was on display and sold to me knowingly or unknowingly of the missing content? I paid good money for the product expecting the content within to be in there and it wasnt, how is this my fault?

  If ****** has a no refund/nonexhange policy on these product how did the the empty products end back up on the shelf for sale? How is it logical for a scam artist to steal the product, take the contents within and then go through the trouble of buying all the tools and materials to repackage it and then sneak it back onto Targets shelves? How does this make any sense????

  Like Ive stated before the packaging looks fresh from factory with no blemishes. I am certain that the discrepancy came from the factory.

• Initial Complaint

  Date:11/12/2024

  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 received a "Redemption" card in a 2022 pack of *** cards for the wrestler *****. I redeemed the card online per the website and waited. Over a year later, April 2023 I reached out to the company inquiring about my redemption especially being that the stated superstar was no longer even with the company and I had yet to receive anything. When asked I happily agreed to accept an alternate WWE Autographed card but yet still nothing. I was told by ******** *. via Panini Customer Support that as long as my address was correct I should still expect a replacement autographed card. However, if I'd like they can send me out a "sparkle pack" instead which I declined since I was supposed to be guaranteed an autograph and not a "chance at special prizm cards". It is now November of 2024 and I have STILL not received anything other than emails advertising products for sale. ******** *. claimed a ticket was started on my behalf for this order but my account now shows nothing and there are no "ticket numbers" to track this when I view my account. I have yet to purchase another Panini product as they have now taken over 2 years to fulfill 1 "redemption" card and now over 7 months since customer service created a ticket about this situation.

  Business Response

  Date: 11/25/2024

  Hello, I see we were able to send you a nice replacement for your redemption.  Our apologies for any delay you experienced, but we're glad to be able to fulfill your replacement request.  Please let us know if you need anything else!

  Customer Answer

  Date: 11/25/2024

  I have reviewed the business response and accept this resolution. Today I received my replacement redemption. Thank You!

• Initial Complaint

  Date:10/29/2024

  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 received a **** ****** autograph card redemption from Panini America 2 years ago. I still have not received my item. Ive been told numerous times the athlete wont sign, but i see he has new cards signed from that same company. Panini America sold me something they cant provide. I am not the only person. People need help with this situation. I need help

  Business Response

  Date: 11/11/2024

  We are very sorry to hear that you are still waiting for your redemption.  Unfortunately, we are not always able to provide certain redemptions, but we do offer the replacement option.  You may continue to wait for **** to fulfill his outstanding tickets, but we do not have a specific time you may have to wait, if you choose to do so.  Newer product is produced every year, and we must use the athletes availability and commitment in our abilities to release new products.  Please go over our Terms and Conditions for further information regarding redemptions, or I can answer any more questions you may have. We apologize for any inconvenience when it comes to redemptions, and we fully intend to provide you with that card or an equally valued replacement.

• Initial Complaint

  Date:10/18/2024

  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.

  Ive been a customer for 35 years.Over five years ago, I pulled a rare 1-of-1 ******* ***** card but the card was badly damaged. I reached out to Panini, and they assured me that if I returned the card, they would provide a replacement. I followed their instructions and sent the card back to them. Initially, Panini confirmed receipt of the card and told me to expect a replacement within a few weeks. months passed with no response. I repeatedly called and was given the same false promises to wait only for more months to slip by. After a year I contacted them again and was told they had no record of the card or my request. To make matters worse, the representative I spoke with rudely told me not to contact them again. It has now been over five yearsand I have experienced nothing but lies, disrespect, and a complete lack of accountability from Panini. Given the amount of money Ive spent with the company over three decades, I am devastated to be treated this way. This card held great sentimental value, as it was intended for my son, who tragically passed away from heart cancer I wanted to give this card to him, and losing the opportunity to do so has been devastating. Now, I have recently been diagnosed with kidney cancerand have been told I have less than six months to live. I hoped to leave the 1-of-1 ******* ***** card to my other son, as it would mean the world to him. I explained my situation to Panini, but one of their representatives laughed at me and said I should just forget about the card. This was the most heartless response I have ever received, and it caused me unimaginable pain. I am demanding that Panini immediately return or replace my 1-of-1 card so I can leave it to my son before my time runs out. This issue is not just about a card; its about preserving a cherished memory and leaving something meaningful behind for my family. Please contact me only via email.

  Business Response

  Date: 10/31/2024

  Hello,
  
  Please provide any correspondence regarding this matter.  We have reached out to our team in the ************************* and there is no record of this card being received.  Do you have a ticket number, or any emails from our representatives?  Please provide more information, so we can look into this further.
  
  Thank You

  Customer Answer

  Date: 11/01/2024

  I am rejecting this response because:   
  

  here is some screenshots of what you guys told me. This is seriously ridiculous. 

  Business Response

  Date: 11/07/2024

  Unfortunately, there is no record of us receiving the card.  There is also no record of any tickets being submitted.  I do apologize for any misunderstanding, but we do not have your card, and we will not be able to send anything as a result of that. When customers receive a damaged card, they are responsible for creating a Factory Damage Ticket and following the directions laid out in the terms and conditions.  If we had records of receiving your card, we would be glad to help you, but we cannot provide any assistance with without that information. 

   

• Initial Complaint

  Date:10/18/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  How do you do Since 2021, the exchange of star player cards has been gradually carried out on the Panini official website. The exchange card is Panini's exchange code, which is used to exchange the corresponding player signature card.Since October 2022, we have encountered situations where packages sent out cannot be received, and as of now, we have accumulated nearly 30 outstanding orders for exchanging star cards.Starting from October 2022, I have been sending emails and contacting Panini's phone number to urge for resending or contacting express delivery for redelivery. I have been in contact for two years without any progress.He often tells us to start an investigation, which will last for a few weeks, and then contacts us again a few weeks later to inform us that the employee has resigned; Or wait for a few weeks until we can handle it, or call and say we don't have time, we're in a meeting.The last time was on September 19th, when it was said that the card could not be provided due to the prolonged duration. I always contact you as soon as there is a problem, but Panini has been delaying me for two years and I can't bear it.Please help with this. I can provide email evidence, order evidence, and screenshots related to the delivery at any time.Please make sure to help solve it, thank you!

  Business Response

  Date: 10/30/2024

  Hello, 

  As you mentioned, please provide the emails, order & ticket numbers, as well as any photos to help with this.  We will gladly go over any discrepancies upon review of the additional details.

  Thank You

  Customer Answer

  Date: 11/01/2024

  Listed the communication situation from 2021 until now. For more details, you can ask ****, the supervisor in charge of this time. Communication has been ongoing without interruption, but no action has been taken.
  Unexpectedly, I encountered the issue of an employee resigning while helping to handle the problem, and even refused to resolve it on the grounds that too much time had passed!
  I have been applying for a solution all along, but you ignore me!
  I hope you can give me a satisfactory answer. I just want my card back.

• Initial Complaint

  Date:10/17/2024

  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 am filing this complaint to express my frustration with Panini Americas handling of a serious issue I experienced with one of their products. I have been a loyal customer for over ******************************************************************************************************************** the wrong, despite doing nothing to deserve such treatment. I purchased a ******* Panini Prizm Basketball Choice Hobby Box from a third-party seller. Upon receiving it, the box was defective, infested with insects, and emitted a horrible odor. When I contacted Paninis customer service, I was treated disrespectfully. They shifted responsibility to the seller, even though it was clearly a manufacturing issue that only Panini could address. Below is the response I received from Paninis technical support team: Thank you for reaching out to Panini Tech Support. We understand your concern regarding the damaged/missing cards. Since the product was not purchased directly from the Panini America online store, there is a possibility that it occurred at the sellers end. Unfortunately, this limits our ability to address issues with products not purchased directly from the Panini Direct store. As technical support, we are unable to provide further assistance on this matter. However, we have forwarded your inquiry to our online sales team for review. Someone from their team will be in touch with you shortly.This response is unacceptable. As the manufacturer, Panini should stand behind the quality of their products regardless of where they are purchased. The dismissive way I was treated left me feeling hurt and disregarded. Instead of helping, Panini shifted blame, offering no immediate resolution. I am requesting: 1. **An immediate replacement** of the defective product. 2. **A written apology** for the poor treatment I received. After being a loyal customer for over a decade, I expect fairness and respect to resolve this issue. Please contact me via email

  Business Response

  Date: 10/29/2024

  Hello,
  
  This would be your second complaint about this situation.  I understand your concerns, but due to the fact you bought it from a third-party seller, complications may happen more unexpectedly.  Unfortunately, we cannot replace anything with no evidence.  We request that you provide some evidence of this situation. Thank you for your understanding.

• Initial Complaint

  Date:10/15/2024

  Type:Order 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 redeemed a redemption card with them over almost 2 years ago. They couldnt fulfill it. I contact customer service and a *** named ********* Advised me that the value of the redemption I submitted is $400-$500 and they didnt have a single card to ***lace that one. They would send me 2 cards to make up the value. Today I received 1 card that isnt even half the value of the 1 submitted. I am absolutely furious with them over this. They essentially robbed me and also lied to me about what they would ***lace my redemption with. Very deceptive business practices, they got me to agree to ***lace the original card that they couldnt fulfill, and sent me something that isnt even a quarter of the value honestly.

  Business Response

  Date: 10/24/2024

  Hello,

  Your ****** *****/*** ***** Zenith Team Summit Silver /25 Redemption was valued lower than the replacement that we sent to you.    Please correct me if I am looking at the wrong redemption, but we sent a higher valued card for your replacement.

• Initial Complaint

  Date:10/14/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a total of 5 cases from Panini America on 9/20/2024. On 9/25/2024 at 11:30am I received only 2 of my 5 orders When i contacted Panini America i notified them that my items had not arrived and ***** had shown a delay. Mind you, all items were purchased on the same day within a 30 minute timespan. fast forward to today, 3 boxes arrived but the boxes are extremely light they feel empty. The packages are still sealed but what Its not at all what i ordered considering the boxes received are way heavier. I'm frustrated and dissatisfied with this situation especially since I've never had a problem ordering from this company before. Not to mention the order is extremely expensive and Its turned into an absolute nightmare. This item sold out and cannot be replaced and getting a replacement seems impossible.

  Business Response

  Date: 10/24/2024

  Hello,  

  Please provide some specific details regarding each order.  We need to know exactly what is wrong with each individual order that you have mentioned, and then we can find a resolution for you.  Thank you for your time and patience.

• Initial Complaint

  Date:10/03/2024

  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.

  Redemption cards were either bought or granted through breaks in which money was issued to enter. The timeline that it takes to be resolved incurs money loss on my end. As the product comes and goes and no longer is prevalent the value decreases. Ive waited for almost a year in some cases and even decided to give up and take the replacement card. Ive spoken to customer service multiple times and they respond saying they will ship something out but that never happens. The replacement card never comes even though Im sure the replacement card will be an outdated card that Panini has laying around. The cost of these Panini boxes are sky high and yet we still buy them in hopes when a redemption card or damaged card is pulled that Panini will make good on it. Yet the sale has already been made and they just keep selling more product in lieu of making good on their existing sales. I understand that some players dont sign in a timely matter but when the replacement card option is chosen there is no excuse. Thank you.

  Business Response

  Date: 10/15/2024

  Hello,
  I understand your frustration waiting for products that you have purchased, but waiting for redemptions is expected.  These products are not immediately available therefore, we explicitly outline in our terms and conditions that redemptions are eligible for replacements after a certain period of time.  Also, due to the amount of replacement requests,it takes additional time to work through that queue.  Most of your tickets were just recently placed in the replacement queue, however, the ones that have been waiting for some time will be fulfilled as soon as possible.  We will have the older redemptions worked ASAP and we appreciate your patience and understanding.

  Customer Answer

  Date: 10/15/2024

  I am rejecting this response because:   
  Appreciate the response. The redemption model is a failed attempt at including players that didnt sign in the time for the product release date to boost product sales.  The boosted product sales, with the redemptions,  come at a cost to the consumer. A large number of redemptions are actually purchased redemptions. Consumers are paying top dollar at the time for the redemptions and in a number of cases by the time the redemption is fulfilled the value has gone down significantly or a lesser value replacement card is sent in lieu. As far as replacement cards go, if the largest sports card distributor is saying they cant keep up with the demand than its a mismanagement of product. Maybe keep cards out of the products being sold the average percentage of redemptions that are asking for replacement cards. Simple math could figure out the percentage of hits that need to be held in reserve. Years ago it didnt seem like such an issue when Panini product was sold at a reasonable price but what is being charged now makes it hard to swallow. The replacement cards being sent are subpar and I would love to know whos comping the redemptions so low when the product is soooo expensive. Thank you. 

  Business Response

  Date: 10/23/2024

  Hello,
  
  The cost to the consumer is a direct reflection of the demand for our products versus the limited availability.  Consumers pay top dollar ahead of time for individual redemptions even if they do not become available.  This is why we offer equal valued replacements, and this is clearly stated in our terms and conditions.  We have full intentions of our athletes signing each and every one of our products, but that is not always possible.  If we were to lower the amount of redemptions placed in products, there would be increase the amount it would take to buy the high demand products and redemptions.  For collectors, the sports memorabilia sector is more expensive than ever.  

  Customer Answer

  Date: 10/23/2024

  I am rejecting this response because:   Its an uphill battle for the consumer for sure. I just feel like getting some leftover cards from years ago or even in a college uni arent an equal replacement or even a potential easy card to sell. For example Im waiting on a replacement for a 2023 1/1 defensive rookie of the year. Card would have been an easy sell. Now Ill wait to see what value you hold on a 1/1. Im sure its far less than the actual value of the card. Thanks for your time and listening to my incessant complaining about the matter. 

  Customer Answer

  Date: 11/20/2024

  No response classic. Thanks Panini!!