Complaints

This profile includes complaints for The Pokemon Company International, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Pokemon Company International, Inc.

  10400 NE 4th St Ste 2800 Bellevue, WA 98004-5186

• 

  Pokemon USA

  400 Madison Ave, 21st Fl New York, NY 10017

• 

  Pokemon USA

  1177 6th Avenue, 31st Floor New York, NY 10038

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:07/15/2025

  Type:Service or Repair 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.

  Pokecenter has a system that is rigged to benefit the very thing they claim to be protecting from, bots!!

  Business Response

  Date: 07/21/2025

  Hello *****,
  
  Thank you for reaching out to ***
  
  We appreciate you for taking the time to send us your feedback/suggestion. We regularly share feedback and suggestions with internal teams and will pass your message along to them. ****** encourages customers to submit feedback and comments to help us improve your experience. Even though we do not always implement every suggestion, we read and pay attention to every single comment.
  
  Thank you for supporting Pokmon!

  Customer Answer

  Date: 07/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:06/24/2025

  Type:Sales and Advertising 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.

  To Whom It May Concern,I am submitting this complaint regarding repeated and unresolved issues with the ordering process on **************************, operated by The Pokmon Company International.For multiple product releasesincluding the recent Prismatic Evolution Elite Trainer BoxI have encountered serious technical problems that make it nearly impossible for legitimate customers to complete a purchase. The item shows as in stock, yet by the time I add it to my cart and proceed to checkout, the system either crashes, throws an error, or kicks me out entirely. This is not an isolated issueit happens with nearly every high-demand release.These flaws in the platforms design have created an environment where bot users and scalpers dominate the market. This is evidenced by the immediate flood of listings on ***** where users are reselling the very same items in bulk at inflated pricesoften in quantities of two or more, showing they were able to repeatedly bypass any fair purchase limits.Meanwhile, customers like myself, who are trying to purchase just two boxes for personal use, are left with nothing.The lack of protections against automated purchasing tools, combined with extremely short and unstable release windows, suggests either incompetence in e-commerce planning or intentional disregard for consumer fairness.I am requesting:A review of my failed attempt to purchase two Prismatic Evolution Elite Trainer Boxes, and For Pokemon Center to fulfill my order of two boxes or provide priority access to a restock.Please stop sending me generic responses and address the actual complaint mentioned above. There has been no accountability or ownership of issues when complaints are made.This ongoing pattern is damaging to customer trust and reflects poorly on the brands values. I sincerely hope this complaint will help bring about meaningful improvements.Respectfully,

  Business Response

  Date: 06/25/2025

  Hello ******,

  Thank you for reaching out to us.
  
  Thank you for taking the time to send us this feedback. We regularly share such information with relevant parties and will pass your message along to them.
  
  Pokmon Center encourages customers to submit feedback and comments, which we use to help improve our services. Even though we do not always implement every suggestion, we read and pay attention to every single comment. Please note that you may not receive another response regarding this.
  
  Please note that these are not issues we are able to individually address and we are actively working on resolutions with our detection software and to ensure that all customers have the ability to place orders. At this time, we recommend trying a purchase at a later date. 

   

  Thank you and have a great day.

  The Pokemon Company International Support Team.

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23511848
  
  I am rejecting this response because:

  Their reply was a generic, dismissive template that failed to address the actual concerns raised. Specifically:
  
  They made no effort to investigate or acknowledge the technical failures that prevented me (and many others) from completing an order, despite the item showing as in stock.
  They offered no resolution or accountability for how scalpers and bots consistently bypass their purchase limits, while real customers get locked out.
  They ignored my request for fulfillment of the Prismatic Evolution Elite Trainer Box x2, even though evidence of mass reselling exists online within minutes of each releaseproof that their current system is broken.
  
  This is not a matter of high demand. This is a matter of a poorly managed release system that lacks fairness, stability, and protection for actual customers.
  
  Pokmon ********************** has had years of feedback about these issues and has taken no meaningful action to improve the process, implement anti-bot protections, or stagger stock to provide equal access. Their continued negligence only benefits scalpers and resellers.
  
  I am not satisfied with their non-response and am requesting:
  
  A personalized, relevant reply acknowledging the problems described.
  Fulfillment of two units of the Prismatic Evolution Elite Trainer Box, or a comparable resolution.
  
  If this pattern of behavior continues, it warrants further regulatory and consumer protection review. A global brand like Pokmon should not be hiding behind scripted replies while failing its loyal customers time and time again.
  

  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:06/23/2025

  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.

  Return/Exchange for damaged product initiated in Dec 2022 Company cited delays due to post COVID Continued Delays and lack of responses and transparency Outcome different than communicated Received some product in June 2025

  Business Response

  Date: 06/24/2025

  Hello *****,

  
  Thank you for reaching out to us and providing your feedback We sincerely apologize for the lengthy delay. Due to the items in question, we were unfortunately only able to send the items we did that you have received. We understand it may not be the outcome you had hoped for and your information and response has been provided to the proper internal teams for consideration. At this time, due to the backlog of requests, surge in demand and limited supply of replacement items, the packs you have received were deemed a suitable replacement for the damaged items you sent in.

  
  Thank you and have a great day.

  
  The Pokemon Company International Support Team.

  Customer Answer

  Date: 06/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and due to the nature of their response, find that this resolution is satisfactory to me as i have already waited 2 years for resolution.  If in the end all they were going to do is send me packs as replacement why not do that in the first year or at least communicate more often than at 6-12 month clip.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:06/23/2025

  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.

  I ordered a set of 4 pins from The Pokemon Center on 06/14 (order P0029696673). ***** then claimed to have delivered the package on the 18th. I did not receive this package and the "delivery" image they provide is just the back of the truck. They also claimed to have delivered it to a garage. I do not have a garage. Because of this, I opened 2 cases, one with ***** and one with TPC. ***** said that they would look into it and get back to me. *** simply auto responds with a blanket statement saying that they are not responsible for lost packages, will not offer refunds and will not reach out to the shipper on my behalf. This last bit is absolutely unacceptable as ***** has since admitted to having lost the package via my case I had open with them and say that they are liable, but only to the shipper, ie TPC. *** needs to reach out to ***** as the shipping company as up to this point you have simply taken my money and offered nothing in return, despite ***** openly telling me over the phone that they are liable. You will not engage with me when I try to open a support ticket for the appropriate reason and because of that you have me resorting to using the BBB to even try to get a response from a human. I want my money refunded.

  Business Response

  Date: 06/24/2025

  Hello ****,

  
  Thank you for reaching out to us. Please note, we do see a refund was applied to your method of payment yesterday, 6/24/25. This is under ticket 3088068 for the amount of $26.80. Please allow some time for the refund to appear with your financial institution. At this time, since the refund has been applied and there is no further issue, we consider the original issue resolved.

  
  Thank you and have a great day.
  
  The Pokemon Company International Support Team.

  Customer Answer

  Date: 06/24/2025

  Hey ******,  
  
  I would like to mark this case as resolved since I did hear back from the company and was offered a refund. Since this will still be noted in the complaint, I would like to still point out that their process to handle non delivered packages feels needlessly adversarial and could at the bare minimum be drastically improved by just indicating that you do actually have an open case with them after you send your initial support request. 
  
  Thanks!
  Jake 
  

  
  

• Initial Complaint

  Date:06/21/2025

  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.

  Ok so i purchased 2 elite trainer boxes from two different pokemon vending machines ive already told this company before that someone is swapping out cards. This is only further proof how is this possibly with over ************ this set it makes zero sibce.

  Business Response

  Date: 06/23/2025

  Hello *****,

  Thank you for reaching out to us and for providing your feedback. We have addressed your feedback in our support requests (ticket number 3082945, 3083203, 3082905.) As mentioned, Each booster pack contains 10 game cards: 4 commons, 3 uncommon, and 3 foils (at least one of which will be rare or higher). Each booster pack also contains 1 Energy card and 1 code card that can be redeemed in Pokmon TCG Live. Note: sets prior to Scarlet & Violet only guarantee at least 1 reverse foil card per booster pack. These are the only commitments we make for each booster pack. As there are a limited number of cards, some packs may be very similar in their contents. 

  As we have provided the above information and under the threat of legal action, we do not have any additional assistance we are able to provide. 

  Thank you and have a great day.
  The Pokemon Company International Support Team.

• Initial Complaint

  Date:06/20/2025

  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 was attempting to purchase 2 items from the company's website at ~2:30 PM EST. I was able to add the 2 items to my cart, get to the check out section, and even input my card information, but started to receive an error message that would boot me out of the website. I initiated a chat for help at 3:11 PM EST after having this issue multiple times with the 2 items to my cart. I went to check out and I was able to get to the checkout and put in my card information when I received a message that said Error 15, then another that said Error 17. After I was able to get back on the website, my cart still had the items (ss_cart attached), but I am now receiving another error message when I try to checkout (ss_error attached).This part is not the most infuriating part, however. When I requested help at 3:11 PM EST, I had 138 people ahead of me. I waited patiently for help, but noticed when I got to 120 people ahead of me, the number jumped to 124 people ahead of me. Then to 128. Then to 138. This kept going until there were nearly 200 people ahead of me, even though I never closed my browser or cleared my cache/cookies, etc. I simply had the browser and chat window open, waiting for a reply. After waiting 6 HOURS for help, I now see there are still 18 people ahead of me with a wait time of 6-9 MORE HOURS. It is completely unacceptable to log off when customers are still needing help.After reaching out to their support, I was given 4 copies of the SAME EXACT MESSAGE stating they apologize for the inconvenience, and not one single person attempted to help me check out my items. I have communicated to the company that I planned to reach out to the BBB if they refused to help me, after pushing me back in the support queue for 12+ hours (I finally closed the chat at 9:33 PM EST). They did not reply to me informing them of reaching out to the BBB, nor have they addressed how I was pushed back in the queue so far.

  Business Response

  Date: 06/23/2025

  Hello *******,

  
  Thank you for reaching out to us. Please note that we do not have any additional information or assistance we can provide that our agents have not already given. We understand that technical issues can be frustrating and we are working as diligently as we can to ensure that everyone has a great experience with our online store. Unfortunately with some issues, we do not have a specific resolution we can provide in the moment. We gather as much information as possible to ensure that these things do not happen again, but that can take some time. During that time, some items may sell out. While we are adding more and more stock constantly and we recommend checking back in with the store regarding re-stocking, we do not have the ability to manually adjust items or carts or assist with checking out of items previously added to your shopping cart. We apologize for the inconvenience and definitely recommend trying again in the future.
   
  We are committed to providing a smooth purchasing experience for fans, and as a result, employ technology that helps get products into the hands of customers instead of bots. However, were aware that customers can sometimes be blocked unintentionally. We understand this inconvenience can be disappointing for fans and are actively working to limit these types of occurrences as much as possible.

   
  At the same time, we are experiencing very high demand for our products and are working as quickly as possible and at maximum capacity to support this increased demand. Please note that newly released in-demand items generally sell out quickly.
   
  That said, our team is unfortunately unable to lift these types of restrictions. We can only suggest checking back at a later date to see if you have regained access.
   
  We appreciate your feedback and ongoing support, as we continue to implement fixes that provide a more seamless purchasing experience for customers in the future.

   

  Thank you and have a great day.

  
  The Pokemon Company International Support Team.

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23498564
  
  I am rejecting this response because:

  This explanation does not answer the question of why I was pushed back in the queue for 6 hours. This is a minor modification to the general "sorry for the technical issues" canned message I've already received 5 times, but doesn't answer why I was pushed back in the queue. That is not a technical issue. There is a prioritization, clearly, within your system that intentionally pushed back my request and was given lower priority. The part that I identified as being the most frustrating part of my interaction with this business was left unanswered. Why was I given lower priority than others? Why was my question and request for help a lower priority than other customers questions/requests for help? You did not answer this question at all, and have clearly made no effort to get this question answered by anyone outside of the FLOD/tier 1 support personnel. I can tell that's the case, because I have yet to receive a response from someone that hasn't given me the same copy and pasted reply. It shows quite a bit about how little customer service actually matters to this business when, even through communications using the BBB, I am still getting blanket statements without investigation. I'm starting to think I'm going to have to direct my daughter to collect Lorcana cards instead, it's insanity that we've come to this point and I can't get an actual human to answer this one single question.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:06/20/2025

  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 ordered a pair of Sylveon sweatpants in a 2XL. I was sent an XL. I contacted Pokemon Center about a month ago about the issue, and I was told by the first representative that Id be sent a replacement pair of sweatpants and wouldnt need to send the other pair to them. Time passed and I didnt receive a replacement so I contacted them again. That representative said theyd escalate my case and someone would follow up. I still didnt hear anything so I contacted their support again. I was told once again my case would be escalated. Since Ive contacted them three times with no resolution I decided to file a complaint.

  Business Response

  Date: 06/23/2025

  Hello ****,

  
  Thank you for reaching out to us. I do see you have an open ticket in our system regarding this issue (ticket number 3061053). We apologize for the lengthy delay! Your issue has not been lost or forgotten. We are currently experiencing a high demand and ticket backlog for Pokemon Center issues. Your ticket is currently in process and being researched. An agent will reach out to you as soon as additional information is available. As we are working through a large amount of requests and answering them as quickly as we can in the order they were received, you should hear from someone soon.

   

  Thank you and have a great day.
  
  The Pokemon Company International Support Team.

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23497037
  
  I am rejecting this response because:
  

  My case has not been resolved yet. The business said theyre dealing with a backlog.

  Sincerely,
  
  **** *****

  Business Response

  Date: 07/01/2025

  Hello ****,

  
  Thank you for the follow up. We do apologize for the lengthy delay. We are indeed working through a large back log due to a recent surge in requests. We do see you have an open ticket in our system. At this time, we do not have any assistance we can provide through the BBB. Your issue will be addressed as soon as an agent is able to. We are working as quickly as we can and someone should reach out to you soon.

  
  Thank you and have a great day.
  
  The Pokemon Company International Support Team.

• Initial Complaint

  Date:06/17/2025

  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.

  June 5th I tried to make a purchase online but I kept getting an error code. After multiple attempts I went to customer support. They informed my account and or address was blocked due to fraudulent transactions, false claims and or chargebacks. I have never done any of these and all my purchases have been made with no issues. I never received any notice or letter stating these accusations. No warning or anything. I tried emailing support and I get the same response. I again emailed asking for proof of such information and no response. Come to find out they have done this to numerous customers and never gave any response or show actual proof. It so disappointing to see this company do this to actual customers who buy this merchandise for their kids spend money to make up false accusations and yet let people who are scammers and have bots buy up all the merchandise but they dont stop them.

  Business Response

  Date: 06/18/2025

  Hello ******,

  Thank you for reaching out to us. Please be aware that we have provided all information we are able to regarding your issue and do not have any additional assistance or information we can provide. As mentioned in our response to your inquiry through support, we would recommend reviewing our terms of service that you can find here.

   

  As we have provided all information we are able to, we consider this issue resolved.

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23480794
  
  I am rejecting this response because: You guys have yet to show any proof that terms were violated. All my account shows is I made several purchases and that was it. I never returned items or make any returns, no chargebacks nothing. You guys are making false accusations and refusing to show the proof of what you are claiming. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:06/13/2025

  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 made a pre-order for the Destined Rivals Booster Box back in March of this year. Upon release, a shipping label for my order was created. However, it has been weeks since then and support created a ticket for me to receive a replacement booster box. It has been a week since then and I am still in the dark regarding the status of my order. No tracking info created, no timelines provided, nothing. My order was $170 and its approaching a month without it being in my hands. I am incredibly frustrated. I would much prefer to just receive my item instead of having to process a refund or chargeback.

  Business Response

  Date: 06/16/2025

  Hello ******,
  
  Thank you for reaching out to **. We do see you have an open ticket in our system that is currently on hold (*******). We apologize for the lengthy delay! At this time we are experiencing a larger than normal volume of Pokemon Center requests and we are working as quickly as we can to resolve them. As soon as an agent is able to, they will reach out and advise you on the status of your issue. 
  
  Thank you and have a great day!
  
  The Pokemon Company International Support Team.

  Customer Answer

  Date: 06/19/2025

   
  Complaint: 23463896
  
  I am rejecting this response because:
  It is now just about a month since nearly $170 has left my hard working hands and I have no product and little to no information on my replacement. I keep being told to standby but Im still in the dark on everything. I would like to be contacted immediately by Pokemon Center regarding my replacement. I see all these vendors getting weekly restocks of product meanwhile Pokemon Center, the source of the product themselves, have my money and still have not just sent it to me. Im unsure what could possibly require this much delay. Just send me my item and Ill be satisfied.

  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 06/23/2025

  Hello ******,

  Thank you for the follow up. Please note that Pokemon Center is a retailer just as any other store such as ******* or Best Buy. As such, product allocations and restocking works the same. As mentioned previously, we are working through a very large backlog of requests due to the recent surge in support tickets. Your ticket has not been lost or forgotten! It is still open and will be reviewed and responded to in the order it was received as quickly as it can be. As soon as more information is available, an agent will reach out to you through ticket 3025960.

  
  Thank you and have a great day.

  
  The Pokemon Company International Support Team.

   

  Customer Answer

  Date: 06/29/2025

   
  Complaint: 23463896
  
  I am rejecting this response because:
  

   If the Pokemon Center was the same retailer as places like ****** and ******* (which we know to not be true) I would have my item by now since those other retailers get stock multiple times a week. Not only has Pokemon Center not had stock of this particular item in months, it takes little to no effort for support to provide me with an update, which they have not. I have reached out multiple times for status updates and Im met with nothing. I dont know if $170 is a small amount of money to you, but that is money that I am missing and support is not communicating with me the whereabouts of the item I purchased. Being in this position is not a good feeling. I am not asking for a miracle, I am just asking for my item. No backlog of support tickets should take over a month when the industry standard is 48hours MAX.

  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/12/2025

  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 purchased a preorder a Destined Rivals Elite Trainer Box and a Destined Rivals Booster Display Box (36 Packs) on ************************** on March 24, ************************** May of 2025. The total of the purchase was $241.30. When I received the package on May 30, 2025, I received a Destined Rivals Elite Trainer Box, however, I did not receive the Destined Rivals Booster Display Box. Instead, I received a Destined Rivals Booster Bundle, which has significantly less packs in it (6 instead of the 36 I purchased.) I paid $161.64 for the Display Box and the Booster Bundle is worth $26.94. I would either like the original product I purchased or to be sent a refund for the difference of $134.70.

  Business Response

  Date: 06/16/2025

  Hello *****,

  
  Thank you for reaching out to us. I do see you have an open ticket in our system that is currently on hold (*******). We apologize for the lengthy delay! At this time we are experiencing a larger than normal volume of Pokemon Center requests and we are working as quickly as we can to resolve them. As soon as an agent is able to, they will reach out and advise you on the status of your issue. 

  
  Thank you and have a great day!

   

  The Pokemon Company International Support Team.

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23463252
  
  I am rejecting this response because:

  Thank you for the response. Unfortunately, I do not find this acceptable. It has been weeks without resolution, and your reply provides no clear timeframe or solution for the incorrect item I received.
  
  At this point, I am no longer interested in waiting for an unspecified update I am formally requesting a refund for the ***************** immediately.
  
  Please confirm in writing when my refund will be processed. If I do not receive confirmation within 5 business days, I will unfortunately need to proceed with a chargeback through my credit card company and escalate this issue through other appropriate channels.
  
  Thank you for your prompt attention to this matter.

  Sincerely,
  
  ***** *********

  Business Response

  Date: 06/18/2025

  Hello *****,

  
  Thank you for the follow up. Unfortunately as mentioned, due to the recent surge in tickets, our responses have been delayed and will be handled in the order received. We do apologize for the delay. Additionally, due to the mention of a chargeback, we are unable to continue with the refund process as that would interfere with your banks chargeback process and may cause further delays in any refund or chargeback received. At this time, we would consider the issue closed as a result.

  
  Thank you and have a great day.
  
  The Pokemon Company International Support Team.

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23463252
  
  I am rejecting this response because:
  
  Hello,
  
  Thank you for the response. I understand youre experiencing high volume, but Ive been more than patient and this has gone unresolved for far too long.
  
  Since there is still no clear resolution or refund, I will be moving forward with a chargeback through my bank to recover the $160. I would have preferred to handle this directly, but I cant wait indefinitely.
  
  I will keep my BBB case open until this is fully resolved.
  
  Thank you for your time.
  
  ***** *********