ComplaintsforCSG Cards

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I need my claim settled. Approximately $900 is owed to me. Please see explanation provided under desired settlement portion for details.

  Business response

  02/21/2024

  We apologize for the communication breakdown. It was our fault. We have reached out to the customer and are reaching an agreement on compensation.

  Customer response

  02/29/2024

   
  Complaint: 21288675
  
  I am rejecting this response because: they are saying it takes between ***** days to process the reimbursement check. This has been going on for far too long. Same story as with the original statement about insurance taking ***** days and then I heard nothing after that. Just drag this out long enough that it becomes negligence on my part of taking action is the end game here. This has been a major financial burden for me and I've been patient for 7+ months. There is absolutely zero reason this shouldn't be resolved in 7-10 days and my patience has ran out now.
  
  Sincerely,
  
  ***************************************

  Customer response

  03/14/2024

   
  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

  09/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date 2/16/23 CSG had 15 of my trading cards to grade. Only 11 were graded and four were rejected for various reasons. I did save rejection labels. I questioned this many times always got a runaround. So 4 cards not graded sent back but kept my $15 each They owe me $60 in refund or grading credit for future order. I really should not do business with the company because they have inexperienced employees. One of my rejected labels said **** Topps when it was a **** **********. How does a so called grader not know this? Anyway send more cards to *********** and they authenticated and graded the 4 that were rejected by CSG. No problems from a company(GMA) that has been 100% accurate over 20 years. I await my $60 refund. I am done chasing this company. $60 please $15 x 4

  Business response

  09/14/2023

  There were four cards rejected for grading.

  Line 008 - 1967 Topps #*** *********************. This was deemed to be trimmed (altered). Customer is still responsible for grading fee when a card is deemed to be altered because CSG still performed its service.

  Line 011 - 1954 Topps #*** *******************************. This was marked as "Service Unavailable" because it is oversized. Customer was NOT charged for this card because CSG could not perform its service.

  Line 012 - 1954 Topps #** *********************. This card was found to have color added (altered). Customer is still responsible for grading fee when a card is deemed to be altered because CSG still performed its service.

  Line 015 - 1971 Topps #*** *******************. This card was also found to have color added to the borders (altered). Customer is still responsible for grading fee when a card is deemed to be altered because CSG still performed its service.

  CSG cannot comment on how or why another grading company may have subsequently encapsulated cards that CSG rejected. By rejecting the cards, CSG rendered its professional opinion. 

• Initial Complaint

  05/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 3/31/23 CSG sports cards ***** 28 sports cards they had graded for me for $371.00. On 4/1/23 I was hospitalized for 16 days at **************** hospital here in ******, **. The last day Fed Ex tried to deliver the package was 4/14/23, so the package was sent back to CSG sports cards. They received the package 5/3/23. I've called at least 10 times and been told I'm sorry you were in the hospital, and I'll see what I can do, but they never call back. I finally was told by ******* in customer Service that I need to verify my address because no one received it. They will not send an email or something so I can verify my address. They've had my 28 cards for almost 3 weeks, I can also produce the receipt. Voucher #******** and submission # **********. I also have emailed customer service with the receipt and address but no response. I hope you can help me because I would like my 28 sports cards back.

  Business response

  05/22/2023

  We apologize for the communications deficit. We will have our customer service team reach out to the customer right away.

   

  Customer response

  05/23/2023

   
  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

  03/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello,I would like this matter resolved before I take legal action for this company that has been nothing but poor and unethical. Their customer service is a complete disaster and apparently they have no supervisors. I made a payment of $1,400 on February 2023 for a submission that has been completed on my account for over a year and half. It has yet to be shipped and im getting a run around and no one has any idea on where the cards are at. I was told they are in a safe but I don't understand why they have not been shipped. This company is a complete mess. I WOULD LIKE THESE CARDS DELIVERED TO ME ASAP. I have communicated mutable times over emails and phone call. I get the same excuse and response from every agent there. Apparently no one one has any idea where any submissions are at. Again, these cards have been sitting in a safe for over a year and a half and still have not been shipped for over 3 weeks now. What's the hold up? Please advise before I take legal action and contact my lawyer to have this accommodated.

  Business response

  04/03/2023

  We apologize for the delay. Customer's submission has been shipped.

• Initial Complaint

  10/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ***Missing Package***No updates by CSG. Told to wait 30 days but ***** says the process is 7 days and ***** says no claim has been started by *** to find my package.I sent 12 cards to CSG to be placed in new CSG holders. The package was received by CSG on 9.26.22. CSG supposedly placed the cards in new CSG holders and sent the package to my return address on 10.04.22 The return package was sent via ***** and shows delivered on 10.06.22. Tracking #************. ***** shows signed by ******. When I attempted to pick up my package I spoke with ***** who said she did not sign for the package and there is no log of the package being received. She referred ,e back to *****. When I contacted ***** they referred e to the shipper, CSG. I called CSG on 10.13.22 and was advised that "CSG is working on it". I then contacted Fed Ex and they said no investigation or claim has been started. I called back on 10.17.22 and spoke with ******* at CSG who said "they are working on it" and that it may take 30 days for an investigation and 30 more days for my claim to be processed. She advised me that my package was insured for $5000.00 on the phone and in an email. I then called ***** and they said the investigation process is less than 7 days. There seems to be poor communication and a poor standard of customer service at CSG. The package contains 12 vintage items that has personal value and a declared dollar value of $5000.00. CSG has not updated me on the status although they say "we are working on it". I was told by ***** that an investigation has not even been started by the shipper. My goal is to have my package found, a prompt claim for the insured declared value of $5000.00 processed and paid and also an apology from CSG for the lack of communication in addressing this package. Received by CSG: 9/26/22 Shipped : 10/4/22

  Business response

  11/15/2022

  We handle these matters through our private insurance policy. The claim has been made and our team has reached out to the customer with an update.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company sells a Premium Elite Membership, ($300), for grading sports cards that includes a $150 credit against services purchased. I purchased over $1,000 in services and never received a credit. I brought it to the issue to their attention over 4 months ago and they continue to tell me that they issued the credit to American Express. When they charge my card, the transaction shows up within minutes to my card, and yet a credit has taken months and as of today a credit is still not showing on my account. Please warn prospective clients of this company that they are deceptive in their business practices as they have sent me several internal documents showing a refund in process that never materializes!

  Business response

  08/05/2022

  Business Response /* (1000, 9, 2022/08/05) */ According to our records, the $150 credit was posted to Customer's AMEX on May 15. (We will email a copy of the receipt directly to the customer.) The credit was for Customer's prior elite level membership from April 2021. Customer's current membership level (renewed April 7, 2022) does not include any new credits. Consumer Response /* (3000, 11, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response includes a PDF of the so called credit processed to my account, but it clearly sates "Transaction Not Completed". As far I can tell this is an intention of providing a credit until the transaction is completed. American Express has been trying to contact the company to follow up and CGC has not responded to their requests. As of today this credit has not been posted to my account. American Express has provided me with a credit for the amount as a customer in good standing. Business Response /* (4000, 13, 2022/08/10) */ We will investigate to make sure the credit has gone / will go through. Business Response /* (4000, 21, 2022/08/25) */ Again, our apologies. The refund to the credit card was getting declined for some reason. Our accounting team has reached out to the customer and I've been informed the refund has now successfully gone through. Consumer Response /* (4200, 23, 2022/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) For months this company sent me correspondence that indicated a credit had been processed - this is part of their "Premium Membership" for which I paid a premium charge. It is my belief that this confusion is part of their business model to increase their revenue without cost. They have not reached out to me with any compensation and as far as I am concerned it will never happen. The $150 credit is now between them and AMEX as a credit was provided for "good standing". I have noticed on the "chat boards" that other individuals are experiencing the same issue with obtaining credit as I did. This company uses a "Crediting Process" as part of their marketing a Premium Service Membership" and the public should be warned of the company's deceptive responses thinking that "the credit is in the mail"! Charges to my account go through in seconds, I don't think crediting problems are an accident!

• Initial Complaint

  06/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  CERTIFIED SPORTS GUARANTY (CSG) ACCEPTED MY SUMISSION TO GRADE 4 BASEBALL CARDS. CSG DECLINED TO GRADE THE 1959 TOPPS #380 HANK AARON BASEBALL CARD DUE TO EVIDENCE OF TRIMMING. I CONTACTED CSG AND REQUESTED THEY SUBMIT TO ME THE EVIDENCE THEY SAY THEY FOUND. CSG ONLY RESPONDED WITH GENERALIZED STATEMENTS; e.g., "WHAT APPEARS TO BE TRIMMING", "INDICATIONS OF TRIMMING", et al. I RESPONDED BACK TO CSG THAT THEIR REPONSE WAS UNACCEPTABLE AND RE-REQUESED THAT THEY SEND THE "SPECIFIC" EVIDENCE THEY SAY THEY FOUND. CSG DECLINED TO SEND THE SPECIFIC EVIDENCE. I ASKED FOR A REFUND ON THE ONE CARD, AND THEY DECLINED TO SEND THE SPECIFIC EVIDENCE AN DECLINED TO RESPOND FURTHER.

  Business response

  07/29/2022

  Business Response /* (1000, 5, 2022/07/05) */ A CSG grader examines every card for alterations such as trimming. If a grader sees characteristics of a card being altered, he or she may render the opinion of the card being altered and may reject the card for grading. The precise methods we employ to make our determinations are proprietary. Business Response /* (1000, 7, 2022/07/05) */ Customer has been refunded the grading fees for the card in question. Consumer Response /* (3000, 9, 2022/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) CSG's response is NOT acceptable. The total CSG fees to grade these four (4) cards is $147.00, and that includes all the add on fees they throw in, i.e., $5.00 handling, $37.00 USPS, & $25.00 membership fee. Add to that is my shipping cost of getting these cards to CSG......$9.45. Total cost to me is $156.45, or $39.11 per card. CSG owes me $39.11 for the card that they refused to grade and refused to provide the evidence that they said they had in the first place. Another of their representatives called me and said that their rationale for not grading that card is just a "catch all", and they don't have any further detail. My response to that is "evidence" is NOT a "catch all". So either CSG has the evidence for not grading or they do not. If CSG does not have that evidence, which is contrary to what they have been saying all along, then they have no basis for not grading the card. Consumer Response /* (4200, 13, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) CERTIFIED SPORTS GUARANTY (CSG) ACCEPTED MY SUMISSION TO GRADE 4 BASEBALL CARDS. CSG DECLINED TO GRADE THE 1959 TOPPS #380 HANK AARON BASEBALL CARD DUE TO EVIDENCE OF TRIMMING. I CONTACTED CSG AND REQUESTED THEY SUBMIT TO ME THE EVIDENCE THEY SAY THEY FOUND. CSG ONLY RESPONDED WITH GENERALIZED STATEMENTS; e.g., "WHAT APPEARS TO BE TRIMMING", "INDICATIONS OF TRIMMING", et al. I RESPONDED BACK TO CSG THAT THEIR REPONSE WAS UNACCEPTABLE AND RE-REQUESED THAT THEY SEND THE "SPECIFIC" EVIDENCE THEY SAY THEY FOUND. CSG DECLINED TO SEND THE SPECIFIC EVIDENCE. I ASKED FOR A REFUND ON THE ONE CARD, AND THEY DECLINED TO SEND THE SPECIFIC EVIDENCE AN DECLINED TO RESPOND FURTHER. Business Response /* (4000, 15, 2022/07/20) */ On July 1, we refunded Customer for the grading fee for the card in question. Customer's calculation of the refund amount is wrong because customer is allocating a portion of the shipping cost to that particular card. The shipping cost would be the same. Consumer Response /* (4200, 17, 2022/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) A four (4) card Lot of sports cards were shipped to CSG for grading, and the shipping charges. The total shipping costs are allocated to each of the four (4) sports cards. In this case each sports card is allocated 25% of the shipping costs. As the number of sports cards in the shipment increases, the relative costs allocable to each sports card decreases. Or as the number of sports cards decreases, the relative costs allocable to each sports card increases. Bottom line: shipping costs that are incurred for the total units shipped are allocable to each of the units shipped.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 3, 2022 I began my claim with CSG for my missing sports cards that were suppose to be delivered to me in person and signed for by myself per the USPS website, Registered Mail, "Requires a signature upon delivery". The USPS employee failed to perform his/her job correctly and my package has been missing and to date has not surfaced. Due to USPS oversight, I filed a claim with CSG as I was instructed to due so by CSG customer service agent. My case was assigned to Shasta S******. I believe my claim has been over looked by CSG and has been treated with negligence. I am asking for reimbursement of the insurance claim in the amount of $270.00 from CSG. My last correspondence to Shasta S****** and Amaury C****** was on 5/11/22, asking for reimbursement of the insurance claim in the amount of $270.00 from CSG. To date, I have had no reply for either of the two employees. On 5/11/22, Amaury C******, emailed me and stated "My recommendation is for you to write an appeal letter addressed to USPS as instructed in the letter." This "recommendation" is 26 days past the appeal window for USPS. I replied the following without any follow up response from Shasta S****** or Amaury C****** - " You are just now advising me to appeal the denial per instructions in the attached letter. The letter states that I must make an appeal within 30 days of the dated letter. Your recommendation comes 26 days past the appeal window for USPS. Why has the Claims Specialist (Shasta S******) not replied to my many emails until yesterday. My last correspondence with her was on 3/10/22. That's 2 months ago! Surely the Specialist should have made this known to me and better advocated on my behalf. I believe my claim has been over looked by CSG and has been treated with negligence. I am asking for reimbursement of the insurance claim in the amount of $270.00 from CSG..." I believe I have shown CSG to have poor communication, lack of customer service and negligence with my claim.

  Business response

  06/23/2022

  Business Response /* (1000, 18, 2022/06/23) */ We have been assisting customer with the USPS insurance claim. Currently the USPS is denying the claim on the grounds of lack of proof of value. Consumer Response /* (3000, 20, 2022/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Before filing the insurance claim via CSG w/ USPS, CSG asked me to provide valuation to support the insurance claim amount. Per CSG, a Sports Card shop assisted me with this valuation (file attached). From what I gather, the initial claim with USPS was denied and an appeal would need to be filed. This would have been done if CSG staff assigned to my case would have been "assisting" me with my claim. As previously stated - On 5/11/22, Amaury C******, emailed me and stated "My recommendation is for you to write an appeal letter addressed to USPS as instructed in the letter." This "recommendation" is 26 days past the appeal window for USPS. 1) How has CSG "We have been assisting customer with the USPS insurance claim. Currently the USPS is denying the claim on the grounds of lack of proof of value." ? 2) Why does CSG not return my emails and messages customer service sends to the claims specialist? 3) Why does CSG fail to acknowledge and respond to the 1st BBB claim? Only to respond with an ambiguous response with no detail after a 2nd claim is filed with BBB. Again - I believe my claim has been over looked by CSG and has been treated with negligence. I am asking for reimbursement of the insurance claim in the amount of $270.00 from CSG To date - I have not been contacted by anyone from CSG Business Response /* (4000, 22, 2022/06/30) */ We are sorry that the process with USPS has taken so long and has been disjointed. We will be in touch with the customer shortly and we will compensate the customer directly for his trouble. Consumer Response /* (3000, 24, 2022/07/05) */ Good Morning, This is great news, thank you again for your help. I have yet to be contacted by CSG, I will keep you updated. Have a great holiday! Regards, **** ******** Consumer Response /* (3000, 26, 2022/07/13) */ Good Afternoon, I called CSG customer support yesterday morning and spoke with Alejandra at 10:32am. I explained the situation to her and provided my customer number as well as invoice number tied to the insurance claim. Alejandra stated that there are no updates in my file and no mention of any ..."we will compensate the customer directly for his trouble." - As stated to the BBB. Alejandra state she would message Shasta S****** to reach out to me regarding being "compensated". I told Alejandra that I have not been able to reach Ms. S****** since the first week of March. She apologized for the inconvenience and stated that sending a message is the BEST she can do. I still have not been contacted by Ms. S******. Regards, **** ******** Business Response /* (4000, 33, 2022/07/26) */ There was a communication breakdown internally. We are cutting the check for the customer tomorrow, July 27. I called the customer and sent him a direct email with an apology.

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  April 5, 2022 I submitted 8 sports cards for grading under submission #XXXXXXX. My fees were $198. On April 11, 2022 I submitted 47 CSG-graded cards to receive new labels that CSG just released; that was submission #XXXXXXX and those fees came to $297. I received both of those orders back in late April 2022 and both of them included numerous defective holders with unsightly cracks in the corners of the sports cards. These cracks lead to a decrease in value of the sports collectibles, and these cards represent almost $3,000 worth of sports cards from my inventory. I contacted CSG support on April 28th to complain and seek resolution. They stated they'd call me back within 24 hours, and never called me back (as of May 4th). The images on CSG's website depicting my products clearly show the defective/cracked holders, proving that these defects were a result of CSG practices sealing my cards in CSG holders. Support mentioned that I could send them back but I would have to incur all associated risks during mailing. It is unacceptable to force the customer to assume this level of risk when the business is solely to blame for the flaws. CSG needs to offer me free correction of the defective CSG holders, and offer a full guarantee on the shipping and service. If anything happens to these cards, CSG needs to accept the risk because none of this is the customers (me) fault. I would like a guarantee from loss/damage/theft while my cards are shipped AND while my cards are in CSG care. My next steps are to contact a lawyer but I was advised to start with BBB because the lawyer route will get even more costly. Hopefully you can help.

  Business response

  05/13/2022

  Business Response /* (1000, 5, 2022/05/13) */ We apologize for the situation. Our customer service team will be reaching out to the customer to facilitate the return of the collectibles at our cost and our risk during any removing from holders that may be necessary. Consumer Response /* (2000, 7, 2022/05/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) CSG committed to accepting all liability for the return shipment and reholder process. They contacted me directly via email and are sending me a letter in the mail confirming the same. This resolves my major concerns over the return process. I'm still very frustrated about the entire situation, and the lost time and potential earnings at recent card shows - but CSG is at least willing to accept responsibility and liability in the matter, and that's what I needed to see. Consumer Response /* (3000, 12, 2022/06/13) */ I need to re-open this case. I shipped my sports cards in defective CSG holders back to the company as instructed several weeks ago. I've followed up twice and there's still no movement. Several thousand dollars worth of my inventory is sitting in a box in their warehouse and they've done absolutely nothing with it. The lack of communication and lack of corrective action have made this already frustrating experience much worse. Can the BBB please step in again and seek action? Thank you, *** ***** XXX-XXX-XXXX Business Response /* (4000, 16, 2022/06/23) */ I have given instructions to expedite this return. Customer is correct that it should not have taken this long to resolve. Consumer Response /* (2000, 18, 2022/06/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received my sports card inventory back form CSG today. The cards were placed in new holders and are in the same condition as when I shipped them to CSG. This case can be closed. Thank you for the assistance.

• Initial Complaint

  03/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 3/3/22 I submitted order #*************. This was for 6 cards to be graded. I was informed earlier this year on 1/25/22 that $20 would be credited to my account. They charge $20 per card, with a $5 handling fee. So the total for what was submitted on 3/3/22 should have been $125 less the $20 in credit. I was charged $125 in full. I have contacted financial accounting by phone and left a voicemail including a callback number but received no return call. I contacted the service email on 3/9/22 about the issue of being charged $125 instead of $105. I got a response from Crystal Matthews on 3/10/22 who responded, "I do see the credit was applied to your account; however, you are correct and it was not used towards submission 1020340. I have included my Accounting department in this email to better assist you with the credit." Submission 1020340 is linked to the order submitted on 3/3/22. Crystal also added "Accounting: CS215789 / 1020340 - Please ensure the $20 credit on his account is refunded to him." I have contacted again on via reply to the email I received from Crystal on 3/10/22 asking "how long does the refund process take?" This was on 3/22/22 that I responded to her, with no response from accounting or Crystal as of 11:30am 3/25/22. This is the second issue I've had this year with this company.

  Business response

  04/18/2022

  Business Response /* (1000, 5, 2022/03/29) */ The $20 has been credited back to the customer's card on March 29. Consumer Response /* (3000, 8, 2022/03/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is an embarrassment to me for the "mechanical error" caused by your company. You have not responded to anything until now. $20 might have been fine or whatever IF IT WAS APPLIED to my submission weeks ago but now it ain't cutting it. You didn't respond for weeks I called accounting left a voicemail, contacted customer service and accounting through email with still no response. You messed up to the labels on 2 of the most valuable cards I've submitted to CSG. I have wasted my hard earned money on your company to grade cards worth way more than the measly $20 you wanna provide me in credit. Only because I don't want to resubmit them and have them cracked only to lose more money, because I know that card won't be a 9.5 if I consented for 'CSG' to crack that case for the "mechanical error" correction on the labels. I want the declared value of those cards messed up due to a "mechanical error". Not just the $20 for the credit. I'm not settling for $20. Declared value of the cards were $50 and $125. I expect $175 refunded. NOT in the form of credit on my CSG Account.

*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. ↩