Complaints

This profile includes complaints for Wizards of the Coast's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Wizards of the Coast

  1107 Lake Washington Blvd N Ste 800 Hazelwood, WA 98056

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  Wizards of the Coast

  1801 Lind Ave Renton, WA 98055

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:06/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased their MTG Final Fantasy product at a local game store and entered into an official *** sanctioned draft tournament with rules by ****. After opening my booster packs and selecting my cards to use in my deck I was told some of those cards, specifically double-faced cards, are not playable in the tournament by the head judge, I told him I pulled these cards and other players pulled similar cards and were able to play with them but I was not. He said there are no substitutes available for double faced cards that I had and I did not have time to resleeve my deck with opaque sleeves so the head judge disqualified me from the tournament and I was unable to play for which I paid money for. I have requested my money back since this is obvious bait and switch fraud by ****, which claims the double faced card is playable in a deck with substitutes, but the store or WOTC wouldn't provide me a substitute to use the card.

  Business Response

  Date: 07/08/2025

  Thank you for bringing this matter to our attention. We appreciate the opportunity to respond.
  

  Summary of Customer Concern:
  The complainant alleges they were disqualified from participating in a Magic: The Gathering (MTG) Final Fantasy Universes Beyond draft event sanctioned under official MTG rules due to an inability to use double-faced cards (***s) pulled during the draft. They state they were told the **** were not playable because no substitute cards were available, and they did not have opaque sleeves required to conceal card backs. As a result, they were unable to participate in the event and are requesting a refund of $32.00, asserting this constituted a bait and switch by Wizards of the Coast.
  

  Wizards of the Coasts Position:
  Wizards understands the complainants frustration and takes feedback regarding player experiences at sanctioned events seriously. However, we would like to clarify the roles and responsibilities associated with organized play:
  

  Sanctioned Event Structure and ***************************************start="1566" data-end="1569"> While Wizards provides the game content, organized play infrastructure, and official tournament rules, local game stores independently organize and run sanctioned events. This includes collecting entry fees, providing event materials, enforcing tournament rules, and making decisions related to card legality, including the provision (or not) of checklist cards or requiring opaque sleeves.
  

  Use of Double-Faced Cards in Limited Events

  Official tournament guidelines provide multiple ways for players to use ***s in limited formats:
  Opaque Sleeves may be used to conceal the back of the cards.
  Checklist Cards may be used in conjunction with non-opaque sleeves, provided the checklist is properly filled out and corresponds to the *** in the player's card pool.
  These methods are publicly documented and are routinely applied across sanctioned play. However, Wizards does not provide checklist cards directly at stores, nor do we guarantee that stores will offer opaque sleeves or specific card substitutes during events.

  Local *************************start="2689" data-end="2692"> Head judges at sanctioned events are given wide discretion in interpreting and enforcing tournament rules. Wizards neither selects judges for local events nor directs their rulings. If a judge determined that a *** could not be played without opaque sleeves or checklist cards and such materials were not available, that ruling would fall under local event enforcement.

  Refund and ****************************start="3102" data-end="3105"> As noted in our correspondence via support ticket #*******, Wizards does not process refunds for events run by independently owned retail locations, even when those events are sanctioned under *** rules. Entry fees are collected and administered by the store, and any refund request must be addressed with that retailer directly.

  Conclusion:
  Although we regret the complainant's negative experience, Wizards did not receive any payment in connection with this event and is not in a position to issue a refund. Furthermore, we do not control local judge rulings or the logistical setup of events at independent stores.

  We have logged this feedback internally and it will be reviewed by our Organized Play teams as part of ongoing store quality assurance efforts.

• Initial Complaint

  Date:06/20/2025

  Type:Billing 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.

  The online service ********** is the affiliate that this issue pertains to. I deleted my account with them, and received a confirmation email after finishing their process. This happened in April 2025.Then, in May of 2025 I was charged the yearly payment for my deleted account.I have attempted to resolve this issue and have my information/account deleted with verification of deletion and to have the yearly membership payment returned. No one from the business has responded to the number of emails and requests.

  Business Response

  Date: 07/08/2025

  Thank you for bringing this matter to our attention via the Better Business Bureau. We appreciate the opportunity to address your concerns and apologize for any frustration this situation may have caused.
  

  After reviewing your complaint and investigating the circumstances surrounding your D&D Beyond account, we can confirm the following:
  -  On or around April 2025, you initiated and completed the account deletion process for your D&D Beyond (DDB) account.
  -  Despite the successful deletion request, our records indicate that a yearly subscription charge of $25.99 was inadvertently processed to your account in May 2025.
  

  We sincerely regret this error. While account deletions are intended to automatically prevent any further billing activity, a system discrepancy appears to have caused this charge to process despite your account status.
  Upon receipt of your subsequent communications, our Digital Goods Security team processed a full refund of the $25.99 charge on June 26, 2025 under ticket reference #*******. This refund was issued back to the original payment method used for the subscription. If you have not yet seen the credit post to your account, we recommend checking with your payment provider, as some financial institutions may take several business days to finalize the transaction.
  

  We further acknowledge your concern regarding the lack of timely responses to your previous outreach attempts. Please know that we are reviewing our customer service escalation process to help ensure that future requests of this nature are responded to promptly and appropriately.
  
  Should you have any further questions or require documentation of the refund, please feel free to contact our customer support team directly at *********************.
  

  We value your support and apologize again for the inconvenience. Wizards of the Coast remains committed to maintaining a fair and responsive customer service experience for all of our players.

  Customer Answer

  Date: 07/08/2025

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

• Initial Complaint

  Date:06/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been locked out of my account for their Magic: The Gathering Arena product. The website's password change function does not properly work, and any attempts to rectify the issue with their support is met with copy pasted responses, and mostly just refusals.They've requested quite a lot of information to verify my account, and honestly the only one I cannot provide is a receipt of any sort for a purchase on the account(no other online company has ever required this of me, but I did provide all the other information most companies require.) because my bank will not give me the information for purchases more than 2 years old, and I have not purchased anything on that account in some time.Any requests for ways I can provide them with that billing info, or any other things I can provide to meet their overly strict requirments are met with the same copy and pasted automatic response, that I have now seen 3 times in my attempts to get help accessing my account since last November, 2024.

  Business Response

  Date: 06/30/2025

  Thank you for providing us the opportunity to respond to the complaint submitted by Mr. ****** ******** regarding account access to our Magic: The Gathering Arena platform.

  We are genuinely sorry to hear of Mr. ********* frustration. Account security and customer satisfaction are both priorities at Wizards of the Coast. After thoroughly reviewing Mr. ********* support historyincluding support tickets ******* (November 2024) and ******* (June 2025)we would like to offer the following clarification and response:

  Account Verification Protocol
  Our records indicate that Mr. ******** initiated contact regarding difficulty accessing his Magic: The Gathering Arena account and attempted a password reset. Unfortunately, he was unable to complete the password reset process and subsequently reached out to our **************** team.
  As part of our standard and necessary account verification protocol, we requested certain pieces of information to confirm ownership of the account. This may includebut is not limited to:
  -  Account email address
  -  Display name
  -  Linked accounts (e.g., Wizards ID, platforms)
  -  Past billing information (e.g., order ID, product purchased, or receipt)
  

  This procedure is essential to protect all our players personal information and digital assets. We understand that Mr. ******** was unable to retrieve billing data due to the age of the purchase. Our records show that our representatives offered multiple verification optionssuch as the product purchased, order ID, or purchase dateas alternatives. However, the submitted responses did not meet the minimum threshold required for verification. Without sufficient proof of account ownership, we are legally and ethically obligated not to release access to an account, even if done in good faith.

  Communication and Resolution Efforts
  We acknowledge that Mr. ******** has expressed frustration over receiving what he perceived as impersonal responses. Our team did provide follow-up support multiple times and repeated the necessary steps to guide Mr. ******** through the password reset process and account verification.

  When a customer indicates unwillingness to continue participating in the recovery processas reflected in Mr. ********* final messageour team respects that decision and closes the case accordingly. We remain open to continued dialogue should Mr. ******** choose to reengage.

  Desired Settlement
  While we understand and empathize with Mr. ********* request for flexibility in how account ownership is verified, we are bound by strict data protection policies. That said, if Mr. ******** wishes to resume recovery efforts, we welcome him to respond to the most recent support ticket or open a new one and provide:

  -  Any one of the accepted billing identifiers, OR
  -  Alternative identifying details not yet submitted that can sufficiently demonstrate ownership
  
  We truly value Mr. ********* history with Magic: The Gathering Arena and hope we can work together to resolve this in a secure and satisfying manner.

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair 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.

  I bought a Final Fantasy bundle box from ****** today.The primary reason I purchased this bundle was because it said I would get 2 foil extend art legend cards.This is partially true. I did get foil extended art legends.The problem is, they were not the ones shown on the box and the box does NOT state that the cards in question are random. It has no mention of that ANYWHERE on the box. This was miss leading and feels like a bait and switch.I would not have purchased this product if I had known this was the case.And due to return policies, I can not get a refund.All I'm wanting is for WotC to honor what was shown and provide me with the product that was advertised on the box.

  Business Response

  Date: 06/30/2025

  We are writing in response to the complaint submitted by Mr. **** ******* regarding the purchase of a Magic: The Gathering Universes Beyond: Final Fantasy Bundle product, which was manufactured by Wizards of the Coast and distributed through a third-party retailer.
  

  We appreciate Mr. ******** interest in our products and are grateful for the opportunity to respond to his concerns.
  

  Product Packaging and Expectations
  Mr. ******* expresses dissatisfaction upon discovering that the two "Traditional foil extended-art" cards he received were not identical to the artwork featured on the external packaging of the product. He believes the packaging was misleading and suggests it implied those specific cards would be included.
  

  We respectfully clarify that the packaging does not guarantee any specific cards. The product description accurately states that it includes 2 Traditional foil extended-art cards, and does not state or imply that a customer will receive the exact cards shown in the illustrative images. These images are intended solely for representative purposes and are a common and legally permissible form of visual depiction used in collectible products to convey the style and theme of the cards within.

  Additionally, supplemental materials published by Wizards of the Coast, including our official collecting articles, further explain that these extended-art cards are randomly selected from a broader poolin this case, 161 possible legendary cards. We strive to provide transparency through these materials so customers can make informed purchasing decisions.

  Allegation of Misleading Practices
  We take allegations of bait and switch practices very seriously. However, in this instance, the product delivered precisely what was described both on the packaging and in supporting materials. There is no evidence of false advertising or deviation from the represented product contents.

  Return and Replacement Request
  We understand Mr. ********* disappointment and frustration. However, as he received the full, accurate contents of the product as described, he is not eligible for a product replacement or refund through Wizards of the Coast. We do note that return policies vary by retailer, and we encourage customers to reach out directly to the place of purchase when they are dissatisfied with a product.

  We also invite Mr. ******* to contact our Customer Support team if he has additional concerns or requires assistance navigating product expectations in the future. Our team is always happy to help clarify product contents prior to purchase.

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23480163

  I am rejecting this response because:

  Accurate???

  Show ME on the box where it states that the legendary extended arts are RANDOM.

  This is miss leading and false advertising. 

  You all used the images on the box to bait people into dropping $70 on the product.

  I am not asking for a refund. I'm asking to be provided with the contents that YOU showed on the box.
  
  
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a premium Magic: The Gathering product ("ComicCon in a Box Chicago") directly from Wizards of the Coast in early 2024. The product I received included a Mystery Booster 2 box, which contained a large number of damaged cards due to a clear printing or cutting defect.I initiated a product replacement request in February 2024 through the official support channel. I was instructed to return the defective product at my own expense to the **** from *****. I followed all instructions exactly, submitted all documentation, and spent ***** (approx. $34 USD) on tracked international shipping.Wizards of the Coast confirmed that they received my return on April 2024 and they stated that a replacement order had been created.Since then, no product has been shipped, and no timeline has been provided. I have followed up multiple times and only received vague replies saying there are delays and no accurate time frame can be ******** of today (June 17, 2024), it has been over 4 months since I opened the ticket, and over 2 months since they confirmed receipt of the returned product. There is no tracking number, no estimated shipping date, and no visibility into the status of my replacement.I feel completely abandoned as a customer. I paid full price for a defective product, covered international return costs, and now I am left waiting indefinitely with no communication, resolution, or accountability from the company.I am requesting that ****** / Wizards of the Coast immediately fulfill their replacement commitment and ship the replacement product without further delay.

  Business Response

  Date: 06/24/2025

  Thank you for your complaint submitted to the Better Business Bureau. We appreciate the opportunity to formally respond to your concerns and clarify the current status of your replacement request for the Festival in a Box Chicago product.

  Acknowledgment of Product Defect and Return

  First, we want to acknowledge and apologize for the inconvenience you experienced in receiving damaged cards as part of your Mystery Booster 2 box. We understand how disappointing this must have been, especially with a premium product. We further appreciate that you promptly followed our support instructions and incurred international return shipping costs to help facilitate the replacement process. As noted, our team received your return in April 2025 and confirmed creation of your replacement order shortly thereafter. We recognize your patience to date and sincerely regret the length of time this process has taken.

  Delays in Replacement Fulfillment

   At present, Wizards of the Coast is experiencing ongoing operational delays related to a critical issue affecting the internal systems used to create and process customer replacements. These challenges, coupled with an exceptionally high volume of international orders and support tickets, have led to a significant backlog. Although these are not circumstances we are satisfied with, we are working diligently to process all outstanding replacement orders, including yours. As of mid-June 2025, our fulfillment teams have completed shipping all international replacement orders created in March. Your replacement order, created in April, is currently queued for fulfillment in the next batch. While we are unable to provide a precise shipping date at this moment, we can confirm that your order remains in active status and is expected to ship soon.

  Refund and Compensation Policy

   We understand your frustration, particularly after covering your own return costs. While we are unable to offer reimbursement for international shipping under our current policy, our primary objective is to ensure you receive a satisfactory replacement as promised. Once your order is shipped, you will be provided with tracking information.

  Conclusion and Commitment

   We regret the delays you have experienced and understand your disappointment with the lack of consistent updates. We want to assure you that you have not been forgotten, and your replacement will be shipped in the order it was received, along with other international customers similarly affected by these system-wide issues. We remain committed to fulfilling our obligations and restoring your confidence in our products and customer service. Thank you again for your continued patience. 

• Initial Complaint

  Date:06/16/2025

  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 played many many games in and in some instances, 9 GAMES IN A ROW, and every game i get mana screwed (pulling no lands). I have stated this problem to them and they assure me that their algorithm is fair, but i promise you, it is not. I have played online against friends as well and they are dumbfounded at how many times it happens to me. They need to be investigated and change thier so-called "fair algorithm" because this game costs money to play certain events and I have lost a good fair of money due to this problem accusing every day, every game. I want every dime I have sent on this unfair treatment

  Business Response

  Date: 06/18/2025

  Thank you for taking the time to share your concerns regarding your experience with Magic: The Gathering Arena (*********). We understand that gameplay fairness and enjoyment are critical to our players, and we appreciate the opportunity to address your complaint.
  

  Gameplay Algorithm and Shuffler Assurance
  We take fairness in gameplay very seriously. The *** Arena shuffling algorithm, including the distribution of land and non-land cards in players' decks, is designed to simulate randomness in a way that reflects the analog experience of playing Magic: The Gathering with physical cards. The algorithm is regularly reviewed and tested to ensure compliance with this goal. To address community concerns transparently, Wizards has publicly shared information about the *** Arena shuffler system in past developer updates and community posts, confirming it has been subject to internal review and statistical testing to ensure fairness. While we acknowledge that some gameplay outcomes may feel repetitive or improbable, these outcomes are consistent with the mathematics of randomized card distribution and do not indicate intentional bias or malfunction.

  Monetary Concerns and Refund Request
  We regret that your experience has led to frustration, especially in paid events. However, participation in events with an entry costwhether in-game currency or real moneyis subject to the posted rules and terms, which include the understanding that gameplay outcomes are not guaranteed and may be influenced by chance. As such, we are unable to offer reimbursement or refund for gameplay results that do not involve a technical failure or breach of service.

  Player Feedback and Ongoing Improvement
  If you experience what you believe to be a technical issue (e.g., repeated failure to draw cards due to a bug or crash), we encourage you to submit detailed reports through our official support channel at ***************************************************, so that our technical team can investigate appropriately.

  Thank you again for your feedback and for being part of the Magic community.

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23476609
  
  I am rejecting this response because I am out real money for a fault of THIER GAME/APP! 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:06/13/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made a purchase from the Secret Lair webpage, owned by Wizards of the Coast, and the website was experiencing heavy traffic and checkout issues. I waited in a "virtual queue" for well over 4 hours, the site was having major problems under the stress of their newest exclusive product release. While the queue and website issues were frustrating, I did finally manage to checkout. I had a total of 4 items to start with, totaling approx. $150, but was kicked out of the checkout process when one of those items sold out. The cart reloaded with the three available items. I went to check out and experienced another kick back, assuming this meant two of those four items had now sold out. I checked out and went back to the main page, only to find the second item removed from my cart was actually still available. The site does not allow changes to an existing order, so I placed a second order for the item that had been kicked out of my cart at checkout. Herein lies the problem: I was now being charged shipping twice since neither order met their $99 minimum for free shipping. My first order would have met the requirements had the site not kicked out multiple items from my checkout cart. A checkout glitch now cost me a total of $23.98 in shipping fees for very small, lightweight parcels. I reached out to their support requesting they combine my two orders and/or refund the shipping costs since this was not an error on my part. Their response was a generic denial stating they do not combine orders and suggested I read their terms for free shipping as my orders do not qualify. No input on the site having messed up my order and no resolution. Quick social media and web searches can easily confirm all of the problems their Secret Lair site was experiencing on 6/9. I sent a follow up email reiterating I understood their conditions, but this should be an exception since this was due to a checkout issue on their site. "Thanks for your feedback" was the last response I got.

  Business Response

  Date: 06/18/2025

  Thank you for your submission to the Better Business Bureau and for giving us the opportunity to respond to your concerns regarding your Secret Lair orders placed on June 9, 2025. We sincerely regret that your experience during the Summer ********* 2025 caused frustration. We appreciate your passion for our products and recognize that limited-time product drops, like Secret Lair, can be high-demand events.
  

  Website Performance and Cart Behavior
  We acknowledge that the Secret Lair website experienced intermittent checkout issues during a one-hour period on June 9th, specifically between 12:00 PM and 1:00 PM PST. However, our records indicate that both of your orders were placed after this window, during a time when the site was functioning normally. Importantly, the behavior you describewhere items are removed from your cart before checkoutis not the result of a technical failure, but rather a known and publicly communicated aspect of how the Secret Lair platform functions. Adding items to a cart does not reserve or guarantee inventory. Product availability is confirmed only at the moment an order is successfully submitted and payment is processed. If another customer finalizes their purchase before you complete checkout, it is possible for the system to update your cart to reflect real-time availability, as occurred in your case.
  

  Shipping Charges and Order Consolidation
  We understand your concern regarding the duplicate shipping charges that resulted from placing two separate orders, each under the $99 threshold for free shipping. Unfortunately, as clearly stated in our Shipping and Refund Policy, our fulfillment system is not configured to consolidate orders post-purchase. Each transaction is processed independently, and shipping eligibility is calculated per order, not across multiple orders or purchases made within a short time frame. Additionally, as outlined in our refund policy, we are unable to issue partial refunds or modify orders once they have been placed. These policies are applied uniformly to all customers to ensure consistency and fairness during high-volume product releases.

  Final Considerations
  While we empathize with your experience and recognize the disappointment that can arise during fast-moving product releases, the order process and fees applied in your case functioned as intended under our current system and policy framework. As such, we are unable to provide reimbursement for the shipping charges incurred or consolidate the orders retroactively. We appreciate your understanding and your feedback. Please know that we are continuously evaluating customer experiences to improve future Secret Lair drops and overall service reliability.

  
  

  Customer Answer

  Date: 06/19/2025

   
  Complaint: 23464877
  
  I am rejecting this response because:

  You acknowledge that the website was having issues and I faithfully waited for it to be sorted out.  I fully understand that items in carts are not on hold until check out.  I also understand the $99 shipping policy.  Neither of which I have an issue with.  Please, for the love of all that is holy - stop preaching that at me, it's becoming insulting.  I have been purchasing the Secret Lairs since they launched many years ago and understand how it works.  The issue is an item that was not sold out was removed from my cart during checkout, just like the unavailable item was, which meant placing a second order if I still wanted to get that in-stock item.  I'm not asking for a full refund here, I'm happy with the products I was able to purchase, I just want things set right with the shipping costs I got hit with due to a glitch I had no control over.  
  
  Sincerely,
  
  ***** *****

• 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 added 2 Final Fantasy MTG Drops to my cart valued at $199.99 each on the Wizards of the Coast Secret Lair site. I waited 3 hours to cash out due to the item being very high demand. Once my turn came, the item was not what I had selected but I was not aware of the switch until after payment was made. I immediately contacted their customer service team to cancel the pending order as it was not the item that I had selected and was switched due to their systems malfunctioning due to the high load on their site. Their team denied my cancellation stating that the item can't be returned. This item was still pending. I will not be paying for an order that I did not select, and was wrongly switched out of my cart for another due to systems glitches. Please assist with having order cancelled as they refuse to assist. Note this has not been received at this time, nor will the shipment be accepted should a package show up for it while this is being worked on. I would like a full refund, or the order to be updated to the English Final Fantasy drops that I had originally added to my cart.

  Business Response

  Date: 06/11/2025

  We appreciate the opportunity to respond to the complaint submitted by Mr. **** ****** regarding his recent experience with a Secret Lair order placed via our website.
  

  Summary of the Customers Concern:
  Mr. ****** reports that he attempted to purchase two Final Fantasy Secret Lair drops priced at $199.99 each, but due to the high traffic volume on our website, he experienced a significant wait time to complete checkout. He alleges that during this delay, the products in his cart were substituted without his knowledge, resulting in an incorrect order. Upon realizing the issue, he immediately contacted our Customer Support team to request a cancellation or correction of the order. That request was denied on the grounds that Secret Lair purchases are non-refundable and non-cancellable after submission.

  Mr. ****** is now requesting a full refund or an update to the order to reflect the items he originally intended to purchase.

  Wizards of the Coasts Investigation and Position:
  We understand Mr. ******* frustration and thank him for bringing his concern to our attention. Upon internal review, the following findings were established:

  Order Timing and System Status:
  -  Mr. ****** submitted Order #******** at 11:18 AM PST on June 9, 2025.
  -  He contacted our support team at 11:35 AM PST that same morning, shortly after the order was placed.
  -  At the time of order placement and customer outreach, the Secret Lair storefront was functioning and had not yet been paused for system overload, which occurred later at approximately 12:00 PM PST.
  

  Cart Functionality and Order Accuracy:
  -  Our system logs indicate no evidence of a site-wide issue or glitch that would have substituted products in a customers cart.
  -  The Secret Lair platform does not have functionality that swaps out items in a customers cart. If an item becomes unavailable due to high demand, it is removed entirely and must be re-added manually if restocked.
  -  All customers must affirmatively acknowledge and accept the contents of their cart prior to finalizing the order through multiple confirmation steps, including checking marked boxes confirming accuracy and non-refundable status.

  Cancellation and Refund Policy:
  As stated clearly on our Refund Policy page and throughout the checkout process, all Secret Lair sales are final. This includes explicit agreement by the customer at the point of sale that cancellations and returns are not accepted.
  This policy is critical due to the limited print-on-demand nature of Secret Lair products and the expedited fulfillment process.

  Shipping Status:
  As of the date of this response, the order in question has already shipped and is en route to the customer. Because the order has entered the shipping phase, we are no longer in a position to cancel or alter its contents.
  

  Resolution and Final Remarks:
  While we genuinely empathize with Mr. ******* experience, particularly given the popularity and limited nature of the product involved, our investigation has not revealed any technical error or systemic failure that would warrant an exception to our refund and cancellation policy in this case. The available evidence strongly suggests this was a user error rather than a system malfunction.
  

  Accordingly, Wizards of the Coast must respectfully decline the request for a refund or substitution.
  

  That said, we remain committed to delivering excellent customer experiences and appreciate Mr. ******* passion for Magic: The Gathering and Secret Lair products. Should he have any additional questions or concerns, our Customer Support team remains available and will continue to engage in good faith.

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23449135
  
  I am rejecting this response because: the business is reviewing a different a completely different problem that is not my issue. The complaint was that the item I added to my cart was not the same as the item that was in it at the time of purchase. This was a result of a glitch with their system as it was overloaded due to high demand that resulted in a system crash and an extremely long queue time. The company reviewed a completely different issue. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:06/09/2025

  Type:Sales and Advertising 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.

  On June 9, 2025, I was purchasing items from the *********** website (operated by Wizards of the Coast). I had already passed through the virtual waiting room and was actively in the checkout process with items in my cart when the site experienced technical issues and went down.When the site came back online, I was automatically placed at the back of the digital queue, as my session had expired, despite already being in the final phase of the transaction. Meanwhile, users who were still waiting in line (and had not yet reached checkout) were able to retain their queue ************ the time I was allowed back onto the site, some of the products were still available, but due to being pushed to the back, I had a significantly reduced chance to complete my intended purchase (Some were sold out and I had no chance).This is a design flaw that unfairly penalizes users further along in the checkout process and reflects poor queue/session handling during site outages.Desired Resolution:I request that Wizards of the Coast acknowledge this issue and offer affected users fair compensation (such as store credit, restock opportunity, or equivalent). I also recommend they update their online system to preserve customer checkout status during unexpected site failures, especially during high-demand, limited-inventory releases.

  Business Response

  Date: 06/12/2025

  Thank you for the opportunity to respond to the concerns raised by the complainant regarding their recent experience with the Secret Lair website during the Summer ********* 2025 product launch.
  

  Summary of the Concern
  The complainant reports that on June 9, 2025, while attempting to make a purchase from the Secret Lair website, they were impacted by what they perceived as a technical failure that removed them from the checkout process and returned them to the digital queue. They allege this resulted in lost purchase opportunities for certain limited-inventory products and request both acknowledgment of the issue and some form of compensation.
  

  Wizards of the Coast's Findings
  Following a thorough review by our customer service and technical operations teams, we respectfully provide the following findings:
  -  No Site Outage Occurred: Contrary to the complainant's belief, at no time on June 9, 2025, did the Secret Lair website experience an outage or downtime. The site remained operational throughout the sales event.
  -  Temporary Queue Pause: From 12:00 PM to 12:55 PM PST, our virtual queue partner, Queue-It, initiated a temporary pause to manage exceptionally high payment processing volume. This pause was not an outage and did not reset or remove any customer from their established place in the queue.
  -  No Order Record Found: After cross-referencing internal systems, we have confirmed that no ordercompleted or failedwas recorded under this customer's information. Therefore, we are unable to provide post-sale remedies such as a private cart link, which are only available to customers with verifiable transaction attempts.
  -  Potential Device-Specific Issue: Given the absence of systemic errors and lack of similar complaints, the experience described by the customer may have resulted from a localized issuesuch as browser session timeouts, device instability, or an interruption in internet connectivity. Unfortunately, these variables are beyond our control.
  

  Policy on Limited-Inventory Products
  Wizards of the Coast endeavors to create exciting and accessible purchase opportunities for the Secret Lair line, but these releases often involve extremely limited inventory and high traffic. We recognize that the experience can be frustrating when high-demand items sell out quickly. As part of our commitment to fairness:
  -  Items in a cart are not reserved until checkout is completed.
  -  *********** do not offer special accommodations once inventory is depleted.
  -  Customers are encouraged to contact **************** promptly during an issue to allow for timely support or troubleshooting.
  

  Resolution and Feedback Acknowledgment
  While we are unable to offer compensation or replacement product in this case, we appreciate the customer's feedback regarding the perceived limitations of the current checkout and queue systems. These insights are being actively reviewed by our Digital Product and Customer Experience teams for future improvements.
  

  We always strive to deliver a smoother experience with each release, and we value the engagement of passionate fans like the complainant. We regret any frustration caused and welcome their continued participation in future events.

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23446189
  
  I am rejecting this response because:
  

  1. My internet worked throughout the entire sale. Your site was the issue. I was actively communicating with others in Discord from the same device during this process (see attached image). While the line was paused, the main secret lair page was sometimes unreachable (assuming because of the amount of people visiting the site). If your site is unreachable, from an end user perspective, it's down/crashed.
  
  2. You literally posted on X that you had payment issues which is what I had trouble with.
  ******************************************************
  
  3. I attempted to checkout multiple times using my credit card but was met with an "Internal error" (Also another person in Discord received the same error in my attachment). I then attempted multiple times using ****** (****** signed in fine for each attempt) but received the same error as using my credit card. I unfortunately do not have a screenshot of the exact error from checkout attempts. The queue was then paused during my attempts to pay. I also did not receive any notice from my ******************* or ****** about any kind of block in funds.

  4. Since I was already in checkout when the queue was paused, I believe my position was not saved and/or my time expired since I had already reached the front of the line.

  5. I did order later that day using the same credit card, though it was not what I originally wanted nor was any of it what was originally in my cart. This was the same card I had attempted to use earlier and it worked fine then.
  
  This was the equivalent of someone waiting in line for hours, finally being let into a store, bringing what they wanted to purchase to the counter, having the store tell them they are having issues processing payments, sending the person to the back of the line after the payment issue is fixed, and then selling what they had brought to the counter to other people.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 07/01/2025

  Thank you for your continued correspondence and for providing additional context regarding your experience with the Secret Lair Summer ********* 2025 event. We appreciate the opportunity to review and respond to your concerns.
  
  Alleged Technical Failure and Site Accessibility
  We acknowledge your perspective that site inaccessibility during critical moments of the checkout process can feel tantamount to a website outage. However, our records confirm that the Secret Lair platform did not experience a system-wide outage or downtime on June 9, 2025. The site remained active and technically functional throughout the duration of the sale. That said, we did temporarily pause our virtual queue system (managed by a third-party provider, Queue-It) from 12:00 PM to 12:55 PM PST due to exceptionally high demand impacting our third-party payment processor. During this window, users may have encountered delayed loading or intermittent errors, particularly when navigating to the storefront or attempting to initiate payment. We do not dispute that such an experience could reasonably lead to confusion or dissatisfaction.
  
  Queue Behavior and ************************************* of the Queue-It system is intended to preserve a users position during temporary pauses. However, session expiration can occur if a customer remains idle for an extended period or experiences a local connectivity issue. While we did not find evidence of a site-wide failure that would forcibly remove users from checkout, we accept the possibility that your individual session may have expired during the queue pause, resulting in re-entry into the digital line. We understand this was a highly frustrating outcome and appreciate the analogy you shared to describe the experience. It reflects a viewpoint that is shared by other customers and is something our internal teams are actively evaluating as we continue to refine the customer experience.
  
  Order Attempt and Payment System Error
  With respect to your attempts to submit payment, we reviewed our internal systems and found no record of a submitted or failed transaction associated with your contact information during the event window. As such, no order artifacts (e.g., cart ID, authorization token, or payment attempt) were retained in our system to facilitate remediation or post-event customer support. Nonetheless, we do not dispute your description of having received error messages during multiple checkout attempts. We acknowledge that, based on your account and successful later use of the same payment method, your efforts were in good faith and may have been adversely affected by the heightened transaction volume at the time.
  
  Public Acknowledgment of Payment Processor Strain
  You are correct that Wizards of the Coast communicated publicly via social media regarding strain on our payment processing infrastructure during the Summer ********* sale. That communication was intended to offer transparency and real-time updates to impacted customers. Your experience aligns with the general conditions present at the time, though we reiterate that the scope and severity of impact varied by user and were not the result of a systemic platform failure.
  
  Conclusion and Forward-Looking Considerations
  While Wizards of the Coast is unable to provide compensation or retroactive access to sold-out items under our current policies, we appreciate your feedback and the diligence with which you have documented your concerns. Your submission has been reviewed by both our legal and customer experience teams, and your observations regarding system behavior during limited-inventory sales have been communicated to our Digital Product team as part of our ongoing evaluation of platform performance.
  We regret that your experience fell short of expectations and hope future releases deliver a more satisfactory interaction. Thank you for your continued interest in Secret Lair and for taking the time to make your voice heard.
  

  Customer Answer

  Date: 07/02/2025

   
  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 though I would like add more details.

  After speaking with more people, I learned that one individual encountered the same internal error during payment that I did but was able to resolve it. They discovered their cart contained an item that was actually sold out but hadnt been removed automatically. Once they deleted the sold-out item, checkout worked normally. I suspect this may have been the issue in my case as well. Id like to request that Wizards of the Coast investigate this behavior and address it if it is found to be causing payment errors.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:05/14/2025

  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.

  for months now I've been trying to get a replacement card sent to me, because the commander deck I bought was missing one card. The card, has a value of mere cents. They have been denying me, ignoring me, sending me to legal. All over ******************************************************************************************* It's...HORENDOUS. Sorry, I'm mad. Well, more disappointed.

  Business Response

  Date: 05/16/2025

  To whom it may concern,

  Thank you for taking the time to share your concerns. We sincerely regret that your experience with our replacement request process has led to frustration and disappointment. At Wizards of the Coast, we are committed to maintaining a fair and respectful customer support process and take all complaintsregardless of monetary valueseriously.

  We have reviewed the history of this case, including your original request for a replacement card from a Commander product, the subsequent correspondence with our **************** team, and the reported outreach from legal representation. We understand your concern centers on a missing card of minor individual value, and we acknowledge how such issues can detract from your enjoyment of our products.

  Our Product Replacement Policy does require customers to provide certain proofstypically in the form of photographs or other documentationto confirm the nature of the defect. This process is in place to ensure accountability and consistency in how we fulfill replacement requests across our global player community. In this instance, our records indicate that multiple requests for the required verification were made, and that those requests were declined. Without that confirmation, we are unable to issue a replacement.

  Additionally, due to the involvement of legal counsel and communications referencing formal legal action, this matter has been escalated beyond **************** and is being handled according to our internal protocols. Accordingly, our support team is no longer authorized to respond directly on this issue.

  We understand this outcome is not what you had hoped for, and we are sorry that the process has left you feeling unheard. We also recognize your passion for the game and the principle youre standing on, and we are committed to fairness in how we apply our policies. Should you or your legal representative wish to follow up directly with our legal department, you may do so in writing at:
  Wizards of the Coast LLC
  *******************************start="2474" data-end="2477"> P.O. Box 707
  ******, WA 98057

  We appreciate your engagement and hope for a respectful resolution to your concerns.

   

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23331310
  
  I am rejecting this response because: I did provide image proof. It was provided in the initial complaint. Which was then ignored and forwarded to legal. 

   

  this is such a non response its even more offensive.
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 05/22/2025

  I have not heard back from legal. Im still being ignored. Again I DID send photos. This is just lies now.