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Business Profile

Online Gaming

The Pokemon Company International, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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The Pokemon Company International, Inc. has 3 locations, listed below.

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    Customer Complaints Summary

    • 325 total complaints in the last 3 years.
    • 142 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/15/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Company has a serious problem with their online erp system/website/queue 3 hours of errors and a fail at checkout. When at the same time i see these shoe peddling scumbags celebrating 3+ orders. Maybe limit addresses to allowed items? Because whats the point in a limit if they can just keep buying when fans are left out. Now i have to spend extra money on a non exclusive from some ******* selling the exclusive broken down and even putting the empty box on **** for them other fake filling weirdos

      Business Response

      Date: 07/21/2025

      Hello Kein,

      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.

      Please note that you may not receive another response regarding this matter.

      Thank you for supporting Pokmon!

    • Initial Complaint

      Date:07/12/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In October 2024, I submitted a damaged Stellar Crown booster box issue with damaged cards inside of the packs to Pokmon Centers customer support. I provided video and photo evidence of the damaged cards, along with proof of purchase and all required documentation.Per their instructions, I shipped the damaged product back at my own expense. I was told I would receive:A full replacement of the product Compensation for shipping in the form of booster packs The company confirmed receipt of the returned item, yet after over a year and multiple follow-ups, I have received no replacement, no compensation, and no resolution. Ive attempted to reach customer support numerous times, only to be ignored or brushed off. Despite asking for escalation, I have never been put in contact with a higher-level ***************** this point, I have lost both the original product and the money spent on it, including shipping. The experience has been extremely frustrating and unprofessional.

      Business Response

      Date: 07/21/2025

      Hello *******,

       

      Thank you for reaching out to us. I have asked an agent to expedite a response to your ticket. You should receive an email confirming your shipping information shortly, if you have not already. Once that has been confirmed, an agent will begin the process of sending replacement items out to you

       

      thank you for your time and patience and have a great day.

      The Pokemon Company International Support Team.

    • Initial Complaint

      Date:07/09/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

       
      Complaint: 23578097

      I am rejecting this response because:

      That is exactly what I did and uploaded pictures of the Charizard 199/165 as I have here. This card, along with many other cards had significant bending/damage at the top right rear corner as shown in the attachments. I was told that the card was still playable in the game and that it would not be replaced, even though you can clearly see that the damage was not because of quality control/manufacturer defects and was caused by an outside factor like shipping/packaging.


      Sincerely,

      ***** ********

      y due to damage from shipping/stocking/etc. I reached out to Pokemon support with proof and the case was escalated just to receive a response a month later that nothing would be done because the cards could be used in a game. This is not acceptable. My kids dont play the game and solely collect for their binders. I am therefore requesting a replacement of the card or replacement of the packs as I attempted to through support but was denied for $30 worth of cards when Ive spent 200x that amount on the cards. I dont care that the card is usable in the game, the package/cards were damaged and not in new condition due to the damage. Please feel free to reach out to me. Thank you for your time.

      Business Response

      Date: 07/10/2025

      Hello *****,


      Thank you for reaching out to us. Please note that the information provided by our agents is correct. we advised that we do not exchange full packaged, sealed product. We asked that you open the product and provide the specific card pictures of any damaged items for review. Once those items are provided to us in pictures, we would be happy to ***** any damage and provide our shipping details for the specific damaged cards. We are unable to provide exchanges on whole products or non damaged items. If you are able to do as requested, we would be happy to follow our standard process for card exchanges. You can reopen your ticket (number 3010657) or open a new request through ********************************** and we would be happy to assist.

       

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

      Business Response

      Date: 07/21/2025

      Hello *****,

      Thank you for the follow up. Please note, the last information we show on your ticket ******* is our response advising you of what items would need to be shipped to us. We did not receive a response and the ticket auto closed. If you open a new request through ********************************** and reference the currently closed request (*******) and ask for the information to send the items in, we can provide the necessary details to process a replacement. At this time, they advised we would only need the specific damaged items.


      Thank you and have a great day.


      The Pokemon Company International Support Team.

    • Initial Complaint

      Date:06/23/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
       
      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,

      ***** *****

      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.

    • Initial Complaint

      Date:06/20/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

       
      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,

      ******* ********

      his 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.

    • Initial Complaint

      Date:06/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
       
      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,

      ****** ********

      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.

    • Initial Complaint

      Date:06/13/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

       
      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: 06/16/2025

      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.

      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:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

       
      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: 06/16/2025

      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: 06/18/2025

       
      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.

      ***** *********

      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.

    • Initial Complaint

      Date:06/05/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
       
      Complaint: 23431998

      I am rejecting this response because: 
      Thank you for your reply, but I strongly reject your justification.

      The only reason this ticket aged is because The Pokmon Company International (TPCi) repeatedly delayed responding. I submitted my claim in February 2022, while ******** Skies was still in active distribution and replacement cards were readily available. **** acknowledged the issue and asked me to wait not once indicating that replacements would become unavailable or that there was any urgency on my part.

      You had ample time in 2022 and 2023 to fulfill this valid replacement request. The fact that you now claim the cards are no longer available due to their popularity is a direct result of your own delay not any fault of mine. Returning my damaged cards years later and offering generic booster packs is not an acceptable remedy for mishandled, high-value cards that were damaged in original sealed product.

      Your response ignores basic consumer fairness and accountability. Customers should not be punished because your support system is slow or inconsistent. You had the inventory and the obligation to resolve this when I first submitted the ticket.

      I again request proper replacements or equivalent value compensation for the specific cards reported. I also ask for formal acknowledgment that this issue was mishandled due to TPCis prolonged inaction.

      If this is not resolved fairly, I will consider escalating this to state consumer protection agencies and other relevant oversight channels.

      Sincerely,

      ***** *****including the implied warranty of merchantability and fair dealing under state UDAP laws. The product was defective from the start, and they failed to provide a timely or meaningful remedy.I request proper replacement cards or equivalent compensation (e.g., cards of equal value), and a written acknowledgment that the delay and refusal to resolve the issue were mishandled. **** should be held accountable for failing to fulfill a reasonable and documented replacement request.

      Business Response

      Date: 06/09/2025

      Hello *****,


      Thank you for reaching out to us. We apologize for any confusion. Due to the age of the ticket, we did not add our additional information. The items we sent are the only items we are able to provide. We have provided a booster pack for every item we were unable to replace along with an additional card that you did not send in to us as a thank you for your patience. As we have sent those items, we do not have any other information or additional product we are able to provide. 

       

      Thank you and have a great day.


      The Pokemon Company International Support Team.

    The Pokemon Company International, Inc. is NOT a BBB Accredited Business.

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