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. has 3 locations, listed below.

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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: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.

   
  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:06/20/2025

  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.

   
  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: 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.

  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.

   
  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:

  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.

   
  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:

  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.

   
  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:06/10/2025

  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 ordered 6 pokemon packs on May 27, 2025 at 10:50 AM. I received a package on Tuesday June 3rd but when I opened the package only one of the packs that I order were in the box. I attempted to contact their costumer service but they said they would follow up through an email but I am still waiting for a resolution. In the picture the box I received came in weighing 2 lbs which is the weight of a single pack and not 6 packs also the box was too small to fit 6 packs I would love for my delivery to be completed if possible with the items that I ordered.

  Business Response

  Date: 06/10/2025

  Hello Maurizio,

  
  Thank you for reaching out to us. We do see you have an open request in our system under number 3020591. Please note, as mentioned by the agent, while we are currently experiencing higher than normal ticket volumes and we are working as quickly as we can through our back log, your request will be investigated and answered in the order it was received. As soon as an agent is available, they will reach out to you through the open ticket.

  
  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:

  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.

   
  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.

• Initial Complaint

  Date:06/02/2025

  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 have contacted Pokemon support several times regarding the "ranked matches" in both mobile games of Pokemon Go and Pokemon TCGP. In each of my correspondence, I have expressly written, "do not respond with a generic or automated reply". Each time I have gotten the epitome of a generic response. My issue is, The Pokemon company is leading its consumers to believe they can participate in these "ranked matches" and have a fair chance based the skill of the player. This is not the case, as The Pokemon Company has developed the game in such a way, that it will keep you around the 50% win/loss ratio. This is a tactic used to keep the player interested, that is, until it becomes blatant. I am seeking reimbursement from The Pokemon Company for actual money spent in game, unless they can prove otherwise.

  Business Response

  Date: 06/02/2025

  Hello ****,

   

  Thank you for reaching out to us. We do see your requests in our system. Please note, your ticket on May 8th was closed due to foul language. Additionally, we have received your feedback and passed it along to the proper internal teams for consideration. These teams are non customer facing and you will not receive a reply. Our match making is not pre-determined. We appreciate you taking the time to provide us with your feedback! We are unfortunately unable to continue the discussion based off of your most recent ticket (*******) and the indication of pursuing a legal remedy. Additionally, customer service is only able to assist with issues related to our purchased products such as our cards, or games, applications and accounts. As there is no issue for us to resolve and we have forwarded your response, we consider this issue closed.

  
  Thank you and have a great day.

  
  The Pokemon Company International Support Team.

• Initial Complaint

  Date:05/30/2025

  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.

   
  Complaint: 23396533
  
  I am rejecting this response because: I received the message saying that you would contact me in a few days and send out the replacement.  You have requested my address (again) to which I have responded.  And days have gone by and nothing in return.  No tracking number or info saying a replacement was sent out.  I would accept this is I could believe you were really sending this out.  However over 2 years have passed and nothing.  

  Please actually send the replacement with a tracking number and then I will believe this is actually happening.
  
  Sincerely,
  
  ***** *****

  anda (Pokmon Support)Sep 30, 2024, 06:43 PDT Hello *****, Thank you for the follow-up and your patience. We can confirm that we have received the product you sent to us for exchange. It appears that we are missing some information needed for processing your request. Please provide the following information so we can ensure that the exchanged product arrives successfully once we begin to process your claim. - phone number - receipt for the shipping costs Sincerely,Agent_Panda The Pokmon Company International Support Team

  Business Response

  Date: 06/02/2025

  Hello *****,

   

  Thank you for reaching out to us. We apologize for the lengthy delay while we work to resolve our current backlog of tickets. I have spoken with a card replacement agent and they are currently in the process of gathering items to send. You should hear from someone in the next day or two regarding the issue and to confirm your shipping address.

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

  The Pokemon Company International Support Team.

  Business Response

  Date: 06/09/2025

  Hello *****,

   

  Thank you for the follow up. Please note that we are working as quickly as we can to resolve issues. Due to a recent surge in tickets and a backlog, this may take a bit of time. We are responding to tickets in the order they were addressed/received. We do see your response with the updated address information and as soon as an agent is able to, they will reach out and let you know the issue is resolved.

  
  Thank you and have a great day.

  The Pokemon Company International Support Team.

  Customer Answer

  Date: 06/15/2025

   
  Complaint: 23396533
  
  I'm rejecting this response because Ive already been waiting over two yearssince May 2023. Are you saying the backlog is over two years long? Are older open cases being fulfilled ahead of mine?
  At this point, I believe Ive waited more than long enough. Im requesting that this case be escalated and prioritized for shipment. Its hard to have confidence that this will ever be fulfilled, given how much time has passed. Simply stating there's a backlog doesnt explain the delay in my specific case.
  Please let me know how you plan to move forward and what the timeline looks like.. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 06/17/2025

  Hello *****,

   

  Thank you for the follow up. We do see you have provided your information and it has been passed to the appropriate internal team for action. We apologize for the delay. Unfortunately we do not have any specific details or additional information we are able to provide regarding the delay. Your issue has been raised with the proper agents and you should hear from someone soon.

  
  Thank you and have a great day.

  The Pokemon Company International Support Team.

  Customer Answer

  Date: 06/22/2025

   
  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.  They have sent me a tracking number and I just hope they have sent what is supposed to be sent.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/29/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

   
  Complaint: 23390713
  
  I am rejecting this response because: Manufacturing defects to the seal of a product that must be sealed to prove its integrity cannot be hand waved away. The retailer did not cause this damage from the photos it is abundantly clear that the pokemon company released defective product due to poor quality control standards. This is not the responsibility of the customer, retailer, or distributor. Quality control is the sole responsibility of the manufacturer. Selling a product designed with packaging to prevent tampering, with a defect in the measure to prevent said tampering must be addressed by the manufacturer.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 05/29/2025

  Hello ****,

  
  Thank you for reaching out to us. Please note, the outer wrapper is there to protect the contents of the included packaging. Some damaged may occur due to shipping and handling. From the information in the ticket we have in our system (*******) the item in question would not be in need of exchange as there is no damage to the product. If you suspect the item of being tampered with, we would recommend reaching out to the retailer for a refund or exchange.

  
  Thank you and have a great day.

  
  The Pokemon Company International Support Team.

  Business Response

  Date: 05/30/2025

  Hello ****,

  
  Thank you for the follow up. Please note, we do not have any other information or details we are able to provide. As mentioned initially, the outer wrapper is there to protect the internal contents and may sustain slight abrasion, tearing or other damage due to handling and shipping. As we do not warranty the outer wrapper, the item is not in need of replacement or exchange.

   

  Thank you and have a great day.

  
  The Pokemon Company International Support Team.

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23390713
  
  I am rejecting this response because: I would like TCPi to explain to the BBB how a manufacturing defect can be blamed on shipping and handling, when the sealed cardboard case arrived with no damage. How could an identical defect in the seal appear on each item but 1 inside the undamaged box. Why wasn't the last item damaged in the same identical way as the others? The seal is not ripped, abraided, torn, cut stretched, dented, folded, or any other made up scenario. It was manufactured with a hole in it. Again **** has poor quality control standards and is refusing to take responsibility for their mistake, hiding behind preprepared statements knowing they are selling defective products.
  
  Sincerely,
  
  **** ********