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:10/18/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint: 18240755

  
  I am rejecting this response because: This answer is BS. These are NOT issues based on my personal opinion or feelings on the subject nor any other reason except one FACT, the ** isn't doing their job as their website so proudly claims. Yall have THOUSANDS of $ worth of product already sitting there months and when I contacted after you denied my last return, you closed my ticket and pouted like kids who didn't get a Loli at the Doctors because i said I was going to ask LEGAL help what to do and NEVER used legal to threaten. Even if I had you still closed the entire case. This is a matter of theft at this point. And health? Then why are you making the product and overselling c*** that goes against your own guidelines and even reprinting items with a 2019 date that has 2021 released items????
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/20/2022

  Hello ****,

   

  Thank you for reaching out to us. Please note that the information provided by the agents in your ticket is correct. While our cards are printed far in advance in different locations and sent to warehouses for distribution and sale, our main office where exchanges are processed is still closed at this time due to ongoing health concerns. While we are exploring alternative options, we do not have anything concrete at this time. Your ticket has not been lost or forgotten and as soon as we have any additional news or we are able to fully reopen and process your request, we will reach out and let you know. I do apologize that we do not have any additional news or information we are able to provide at this time but rest assured your issue will be handled as soon as possible.

  
  Thank you and have a great day.

  
  The Pokemon Company International Support Team.

  Customer Answer

  Date: 05/28/2024

   been getting ignored by this company. have an ongoing issue from as far as almost 3 years ago with returns i sent due to lack of promised QC never being replaced or refunded.

  Business Response

  Date: 05/29/2024

  Hello ****,

  Thank you for the follow up. As mentioned previously, we do have agents working on a resolution for you. Someone should be reaching out to you shortly with additional information. I do apologize for the delay while we work through our back log.

  
  Thank you and have a great day,

  The Pokemon Company International Support Team.

• Initial Complaint

  Date:10/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 18226663
  
  I am rejecting this response because:

  Thus is the same generic response I keep getting.  My ticket has been open since before you were even offering refunds according to your reps. ********** is ridiculous I should have had a refund months ago.  Not having to come through the BBB just to get a response from you guys.  
  
  Sincerely,
  
  *******************************

  Where now they are just ignoring me. I'm beyond frustrated that a company this large can't seem to issue a simple refund, have decent customer service, or even just bother to respond. I haven't purchased anything from this company since this started going down hill. They've lost a loyal customer of over 20 years. I encourage others to do the same. The constant QC issues, missing product, and very poor customer service is sad for a ********************** of this statue. I want my promised refund so I can wipe my hands clean of this pathetic company that would be nothing without customers like myself.

  Business Response

  Date: 10/18/2022

  Hello *******,

   

  Thank you for reaching out to us. I do apologize for the delay. Due to the amount of tickets we are receiving and refunds being processed, it is taking a bit of time. I am sorry for that! I have asked an agent to reach out to you to let you know the status of the current ticket and you should hear back from them soon.

   

  Thank you and have a great day,

  
  The Pokemon Company International Support Team.

  Business Response

  Date: 10/26/2022

  Hello *******,

   

  Thank you for the follow up. Please note that unfortunately we do not have any additional information we are able to add at this time. As this is a process we have never offered before we are having to build it from the ground up and we are actively working to speed up the response and the shipping of checks/processing of refunds. I do apologize for the lengthy delay. Someone will reach out to you soon with additional information through your ticket.

  
  Thank you and have a great day.

   

  The Pokemon Company International Support Team.

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18226663
  
  I am rejecting this response because:

   

  This is literally the same generic response I've been getting since the beginning.  I was in the log before you were even offering refunds.  I should have had a refund months ago.  Not having to come through the BBB just to get a response.  Horrible customer service.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/06/2022

  Hello *******

   

  I apologize for the delay in replying to this request as it did not appear on our dashboard until recently. According to our records your issue was addressed as promised in your support ticket under ticket number 1351364 with the following reply:

   

  "Hello *******,
   
  We apologize for the delay in communication. Our teams are still getting caught up and have experienced severe delays.
  It appears there was an error in how the check was resent to you. **************** has untangled the problem and requeued all the affected checks. I have been assured that they are being sent out with the next batch which should be this week.
  We apologize again for the delay and lapse in communication as this was being untangled.
  Thank you,
  
  Sincerely,
  T3 Product Support Lead"

   

  If you have not received the stated refund, please reach back out to us through support.pokemon.com and we would be happy to assist.

   

  Thank you and have a great day,

  
  The Pokemon Company International Support Team.

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18226663
  
  I am rejecting this response because:

   

  Ive still yet to receive anything from you. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/12/2022

  Hello *******,

  
  Thank you for the follow up. As stated in our previous reply, If you have not received the stated refund, please reach back out to us through support.pokemon.com and we would be happy to assist.

   

  Thank you and have a great day,

  
  The Pokemon Company International Support Team.

• Initial Complaint

  Date:10/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 18185949
  
  I am rejecting this response because: It goes directly against an advertised policy of replacing factory damaged cards. This policy caused me to buy thousands in Pokmon product.

  The damaged item I sent for individual replacement burning shadows rainbow Charizard was successfully received November 12th 2021 by the Pokmon Company. The emails below with support starts July 27th 2021. Before I sent the card and during the processing I confirmed through email that the policy is that they replaced individual cards when damaged. There are also ******* videos showing the success of this process by *******rs that are sponsored by the company. I have emails such as the ones below from the Pokmon support team telling me to wait and I would be assured a new card.
  
  mention this case number (******) as well as your return shipping address and we will replace it and include something else for your time and shipping cost.
  
  It is on hold with specific tags to ensure that it is handled as soon as we do reopen.
  
  there is nothing to worry about as the item will be waiting at our desks once we do reopen. We have your ticket on hold with specific tags so it will not be lost or forgotten!
  
  I will reach out and let you know I have the items you have sent in to us and I am sending replacements
  
  I apologize for the lengthy delay and will let you know the moment we send your item out.
  
  Please let us know if you are going to send in the item. Please include the item and information regarding your shipping cost. We will review and replace the item deemed in need of exchange.
  
  Before sending I have an email that I state Am I able to send factory damaged charizard in a toploader in a letter for replacement, Im not concerned with timing, just wish to confirm before I mail out the card. If yes Ill be mailing it out tomorrow.
  Case number (******)
  Thank you! *********** then received the reply-

  -Yes that is fine. We just need the item, the ticket number and your return address with the package.
  
  
  September 8th 2022 the support teams format changes and I am hit with the response.
  
  "Hello *****,
   
  Thank you for your patience, we apologize for the delay!
  
  At this time, due to current stock limitations, we are unfortunately no longer able to offer a replacement. However, we would like to offer you a limited refund. Please let us know which option you prefer.
  
  Total amount to be refunded: $12.70"
  
  This response goes against a factory damage policy that has caused me to spend thousands searching for rare limited Pokmon cards under the assumption of product arrived damaged it would be replaced. I work in the casino industry and understand if a slot jams on a jackpot the player is entitled to the winnings not a refund of the spin, any other option would be openly deceiving the customer. I can understand if the Pokmon ********************** does not have the ability to print the card themselves, I would be happy with a card of equal rarity and compensation of my time. Thank you so much for helping me with this case!

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

  
  

  maged will be replaced and not replacing the cards has cost me thousands of dollars in buying products under a false impression. I have made it abundantly clear to the Pokmon company I would settle for a replacement or similar card as is their policy. Any information on if I have any legal ground to stand on would be greatly appreciated. Thank you so much for helping, *******************************

  Business Response

  Date: 10/12/2022

  Hello *****,

  
  Thank you for reaching out to us. Please note that the information the agent has provided is correct and the ************ we have available at this time due to the previous closure of the office due to the ongoing pandemic. I do see you have an open ticket with us still and the agent will reach out to continue assisting you. Please be aware that the offered refund or return of the items are the ************ we have available. As we do not value or evaluate individual cards for secondary market value, we are unable to offer any additional monetary compensation. From the information present in the ticket, the agent will be returning the item in question along with some additional products for the lengthy wait time.

  
  Thank you and have a great day,

  
  The Pokemon Company International Support Team.

• Initial Complaint

  Date:10/05/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned an item for a replacement but the replacement item was delivered to a completely wrong address. It was shipped via ***** with photographic evidence (Tracking Number ************) that the package was not properly delivered. The picture shows a completely different home front. I emailed them directly about this, but they did not respond to any of my emails or follow *** for weeks.

  Business Response

  Date: 10/07/2022

  Hello *****,

   

  Thank you for reaching out to us. I do apologize for the delay. It appears the area of support your ticket was submitted to (newsletters) automatically resolved the ticket. I have notified someone in our Pokemon Center support group and they will reach out to you regarding the issue soon.

  
  Thank you and have a great day.

  
  The Pokemon Company International Support Team.

• Initial Complaint

  Date:10/04/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 18169125
  
  I am rejecting this response because:

  
  This has been going on for almost a week and a half now. Unacceptable. You have to understand that in certain instances this affects people financially by reducing their available balance whenever PayPal is leveraged. In the case where a card is directly entered, the site never authorizes against the card, so the available balance stays the same. I mention this because depending on how a consumer engages the checkout process, it could adversely affect them financially.  Additionally, the support structure is completely lacking. It's embarrassing honestly. Your customers do not deserved to be taken advantage of and then given the runaround with support.

   

  Sincerely,

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

  er, troubleshoot why this happens, or even an apology for s******* over my available balance when PayPal was used. The level of support I get is canned responses from 1st level support and management instead of actually helping. I'm sick and dang tired of being stuck in a support loop, and pokemoncenter.com needs to reach out to its merchant services (payment processor) to figure out why this technical glitch is happening.

  Business Response

  Date: 10/07/2022

  Hello ***,

   

  Thank you for reaching out to us. I do apologize for the errors. We are actively working to determine the issue and why it is occurring. Unfortunately as we are actively working on the issue and do not yet have a resolution, the current suggestion is to wait the five days and try again. I do apologize that we do not have any additional assistance we are able to provide at this time.

  
  Thank you and have a great day.

  
  The Pokemon Company International Support Team.

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18169125
  
  I am rejecting this response because:
  

  Im working with ******************************** surrounding this matter. The issue is more than just a technical glitch. It impacts people financially, and support is just not able in any capacity to address these kinds of issues.

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

  Business Response

  Date: 10/14/2022

  Hello ***,

  
  Thank you for the follow up. Please note, as mentioned the issue is actively being worked on. Unfortunately until the issue is resolved we do not have any additional information we are able to share as any changes to the system or solutions are internal information.

   

  Thank you and have a great Weekend!

  
  The Pokemon Company International.

  Business Response

  Date: 10/27/2022

  Hello,

  
  Thank you for the follow up. Unfortunately we do not have any additional information we are able to provide. As mentioned previously, the issue is actively being worked on. Unfortunately while the issue is being addressed internally, we do not have any additional information or assistance we are able to provide until the issue is corrected. Once the issue is corrected, any outstanding correspondence will be addressed.

  
  Thank you and have a great day,

  
  The Pokemon Company International Support Team.

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18169125
  
  I am rejecting this response because:

  Issue remains unresolved.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:09/22/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 18116376
  
  I am rejecting this response because:

   

  my issue is not with waiting the five days, its with you not cancelling the order that went through, which removed the item from my shopping cart during the checkout process. Refer to the ordwr number originally provided.
  
  Sincerely,
  
  ***********************

  ort staff advising him they were experiencing issues with this promotional item during the checkout process and to try again in 5 days. At this point I am not receiving the item that I placed the order for, and no support from them to help correct an error that resulted from their system. Looking through your recent claims made against them it seems like this is a systemic issue that they have been experiencing and that their support staff are not willing to provide the support that they have been hired to do soo. Any assistance in holding them accountable for their lack of transparency and sheer disregard for customer support would be greatly appreciated.

  Business Response

  Date: 09/23/2022

  Hello ***********************,

   

  Thank you for reaching out to us. Please note that the agents advised that you do try again in five days. At this time on 9/23, it has not been the full five days. I do apologize for the error and we are working to correct it. Unfortunately the previously provided details are all we currently have. If you try again five days from the initial attempt, you should be able to properly place the order.

   

  Thank you and have a great day.

  
  The Pokemon Company International.

  Business Response

  Date: 09/30/2022

  Hello ******,

   

  Thank you for the follow up. Please note, we are unable to offer additional details or assistance as this was a technical issue that was not intentional. Unfortunately we do not have any other resolution regarding the issue other than to attempt again five days after the initial order was requested.

   

  Thank you and have a great day,

  
  The Pokemon Company International Support Team.

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18116376
  
  I am rejecting this response because:

   

  I am 100% aware that technical issues occur and am not unreasonable enough to blame you for your sytem not working at the time the order. These things happen and as a reasonable customer I reached out to your support team to bring to light the issue that occured and ask for their assistance. At this point no assistance has been provided by your support staff. Furthermore, I have requested a supervisor or manager contact me two weeks ago, and have yet to receive a response.

   

  As mentioned previously, your website allowed my order to go through but removed the promotional item from my cart during the checkout process. The order was placed only for the purpose of redeeming the code for the special delivery charizard, which was removed from my cart by your system during the checkout process. I don't believe it is fair that as a consumer I should bear the cost of your system failure, and the sheer lack of care for your customers or willingness to correct issues that arise from your system glitching is abhorrent at best. Based on my current experience dealing with your customer support, I am anticipating waiting a couple more days for yet another generic response that doesn't address the issue at hand or address provide any sort of support. At this point my expectations for you take ownership and correct this are quite low. The only solace I have received from this process at this time is the hope that future consumers due their due diligence and look at the ridiculous track record your organization has built up over the years on the BBB website. If I can prevent another person from falling victim to your website I would consider that a success. My only regret is not reading your reviews here first, and making a promise to my little brother to obtain that card from him.
  
  Wishing I had never done business with you,
  
  ***********************

• Initial Complaint

  Date:09/22/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 18060763
  
  I am rejecting this response because:

  I did submit another claim with the proper email ***************************** but was provided the same treatment. In fact, I was told I am no longer allowed to submit any more inquiries about my order at all.
  
  Sincerely,
  
  ***********************

  , the images I submitted at first clearly included the damaged packages and products, with my name evidently visible on the shipping label. The companys customer service has been nothing but useless, as they claim they have done everything they can do when there is still the obvious problem of my package being destroyed. I have repeatedly been forcefully dismissed by the company. They are now no longer allowing me to contact them about my order. Order Number: P0016817988 ***** Tracking Number: ************

  Business Response

  Date: 09/22/2022

  Hello *****,

   

  Thank you for the follow up. Please note, as mentioned in the initial reply to your issue, the exchange/replacement request must come from the original email that placed the order. If you can submit the same details using the original email that placed the order, they would be happy to assist. I do apologize for the lengthy delay in replying, due to recent surges in tickets, we are working as quickly as we can to answer all questions.

   

  Thank you and have a great day,

   

  The Pokemon Company International Support Team.

  Business Response

  Date: 09/30/2022

  Hello *****,

   

  Thank you for the follow up. Please note, from the information given in the corrected ticket (ticket number 1432418) , they have provided all details they are able to. I do apologize for the delay in replying due to a recent surge in tickets however, we are unfortunately unable to assist if the item was discarded. 

   

  Thank you and have a great day.

   

  The Pokemon Company International Support Team.

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18060763
  
  I am rejecting this response because:

  I should not have to take the fall for the inability of your company to respond to requests in a timely manner. I am requesting a refund or replacement, as the fact of the matter is, the products are CLEARLY shown to have arrived damaged, and whether I threw them out or not, your company is responsible for guaranteeing that your products arrive to your customers in usable condition. I have given sufficient amount of evidence, replace my products. I look forward to never dealing with your company again after this matter. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a promo card that required a purchase to even obtain. It arrived bent well outside of being considered normal or acceptable. I tried to work with them on a replacement after sending them all the information they asked for. This is not simply a bent card, but is clearly damaged. Either the representative did not look at the images or does not know much about card and when they are considered damaged. I was lucky enough to get the code for this limited card, but was dissapointed when it came in damaged. For something that should have been a simply fix I floored by the sheer disrespect of them trying to just write it off as normal and would do nithing about it. There is a difference between card being slightly bent and damaged. Mine was clearly damaged. This entire ordeal has been greatly disappointing.

  Business Response

  Date: 09/22/2022

  Hello ******,

   

  Thank you for reaching out to us. I have passed your information along to our Pokemon Center team and they have reached out to you to assist with a resolution. You should have additional communication from them to help resolve the card issue as we speak.

  
  Thank you and have a great day.

   

  The Pokemon Company International Support Team.

• Initial Complaint

  Date:09/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There are websites that are botting out codes for the Special Delivery Charizard, and accounts on ******* (@@YourpokedexSTX) are sharing the link to this shoppee which has codes for sale https://as1000133.selly.store/product/e27cd0e4 This is infuriating for those waiting patiently for their code in their email, and surely must be cutting into the stock that is available. This particular shop has gone through hundreds of codes and has been restocked many times, usually starting around the 600 ***** They have been selling starting at 20 per code, and are currently going for 6 dollars. This operation has made thousands at this point. Please make more efforts into stopping people like this from operating. It is discouraging as a long time collector to see this going on. Many people who are patiently waiting for their code are worried they won't get any card due to fraudulent activities like this. Not taking action against bots like these are hurting your long time consumers.

  Business Response

  Date: 09/16/2022

  Hello ****,

   

  Thank you for reaching out to us and bringing this to our attention. We have forwarded it to the proper internal teams at Pokemon Center for **********************. Thank you very much for your attention to detail and your help.

   

  Have a great day!

   

  The Pokemon Company International Support Team.

• Initial Complaint

  Date:09/08/2022

  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.

   
  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,
  
  *********************lve having to wait until all promo cards have been verified and they have no answer as to how long that will take. Since then, they have cut communication with me and will not answer my questions as to what needs to be investigated, why it needs to be investigated, and will not oblige to my request to speak with a person. They even had the nerve to send me a survey to ask about how I am enjoying the item that they never sent me and are now refusing to provide me with which, again, was the only reason I made the original purchase. I did reply to the survey provided, and they have refused to contact me in regards to my response or post my review. I am very frustrated that they will not release the item to me and will no longer answer any of messages. I have included some of the photos that they had requested, a picture of the receipt that shows the item that was not included, and even the survey that, I feel, they were using to taunt me with. I appreciate your time. Thank you.

  Business Response

  Date: 09/09/2022

  Hello ****,

   

  Thank you for reaching out to us. Please be aware that internal investigation details are not shared as that is proprietary information. I do see that your issue was addressed in ticket ******* yesterday 9/8/2022 with the following details:

   

  "Hello ****,
   
  Thank you for contacting Pokmon Center support!
   
  A replacement order for your Special Delivery Charizard has been submitted at no cost to you. Once the replacement order has been fulfilled, we will send you a follow-up email with a tracking number to let you know that it has shipped. Please note that this is a manual process and may take some time before it is filled. We appreciate your patience."

   

  At this time, the item is on track for a replacement and they will let you know once it has been sent.

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

  
  The Pokemon Company International Support Team.