Complaints

• Initial Complaint

  02/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/4/2024 and 12/12/2024 I contracted with Troll and Toad to sell them specific lots of Pokemon cards which I mailed in for their review. For reference purposes, the order number assigned by Troll and Toad to the 12/4/2024 lot is ****** and the assigned to the 12/12/2024 lot is ******. Per the terms of Troll & Toad's buylist policy, I packaged and shipped the aforementioned card lots to them promptly. According to USPS tracking of the same, the cards constituting order ****** were delivered to Troll & Toad on 12/10/2024 and those for order ****** arrived on 12/20/2024. On 12/19/2024, I received an email from Troll & Toad stating that they had reviewed the cards from order ****** and would offer me $117.69 for the ones they were willing to buy as well as be willing to return at my option and expense the cards from that lot which they did not want to buy at that time. I responded that same day to agree to this offer for the accepted cards and indicate my desire for the return of those which had been rejected. As of 1/14/2025, I had not received the $117.69 payment or the package of rejected cards relating to order ******* nor had I received any correspondence at all regarding order ******, so I logged into Troll & Toad to check their status and observed that (a) order #****** had been processed and valued at $402.75 and (b) both orders were showing the status of "confirmed, pending payment". Accordingly, I then reached out that same day to Troll & Toad to ask when I should expect to receive my payment for the accepted cards and the return of those which had been rejected. They responded to tell me that I was "in the queue" for these things to happen and that they would make my pending payment a priority. As of today, 2/10/2025, I have still not received payment for the accepted cards or the return of those which had been rejected and the company has not responded to any of my further outreach to include four emails, three unanswered calls, and a voicemail.

  Business response

  02/10/2025

  We are finishing up our first round of payments.  All payments should be issued before the end of February as we do have a backlog.  We have changed internal employees and processes which caused our buylist to get behind.  We also found a system issue with the buylist that has not been resolved.   Thank you for your patience with us through this transition.  
  
  

• Initial Complaint

  02/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A purchase was made to the side Troll and Toad and the package was supposedly sent using *****. That package stopped moving and the company that hired the service (Troll and Toad) needs to get in contact with them to solve the issue. Ive asked multiple times already to get in communication with the delivery service to fulfill my order, but they have ignored all my emails and no one picks the phone on customer service.

  Business response

  02/11/2025

  I'm very sorry to hear that this has happened! Due to this, we have filed a claim with the shipping courier. These investigations can typically take up to 10 business days to resolve, so if you have not received the package, seen movement on the tracking, or received correspondence from the courier by 02/24, please let us know and we'll assist you with a resolution for this issue. 
  
  Thank you for your patience and understanding on this issue as we look into this. Have a wonderful day! 
  
  

  Customer response

  02/13/2025

  
  Complaint: ********
  
  I am rejecting this response because: Service said that they have contacted the company in charge of the delivery and that it can take up to 14 days to deliver. I'm responding this way because BBB has a limit of 7 days and so far I don't have any news from *****. So I'm still unsure if my problem will be solved or not.
  
  Sincerely,
  
  **** ****** ****** *********

  Business response

  02/17/2025

  Hey *****

  We are sorry to hear this order has still yet to arrive.  Due to this, we have issued a one time full refund to you!  If you do have further questions once this refund settles please let us know!

• Initial Complaint

  02/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 12th, 2024 I sent pokemon cards to troll and toad in excess of $3500 market value. Once the cards were received by the company I was informed that my cards would only garner $1638. I was in need of the quick turn around in money so I accepted, knowing that the cards were not in the condition they stated but I needed the money. After about a month with no check and no notice of payment I started calling and emailing. I have tried calling customer service twice a day for almost 5 months and I have not had anyone pick up a single time. I have also sent emails almost weekly, with the responses coming infrequently but when they do respond, it is always the same response, “ Hello, thank you for your patience with this issue! Unfortunately we have experienced major company changes, including staffing shortages and changes, which has resulted in delays throughout our company.”. I have asked for someone to reach out to me with no response, I have asked for clarification and I still receive the same response. I have asked for a timeline, my cards to be returned, switch to PayPal payment instead of check and now I have not received a single response in weeks. I am in desperate need of my $1638 that was agreed upon. They continue to sell cards, update their website and pay their staff but cannot pay the customers that are sending their cards in on an agreement of payment. This company has been extremely shady and full of lies and I would love if you would be able to help me get my payment. I can provide receipts, invoices, any email communication you may need to prove they are holding out on sending my payment and have stopped responding to me after never even giving me good information to begin with. Thank you.

  Business response

  02/10/2025

  We are finishing up our first round of payments.  All payments should be issued before the end of February as we do have a backlog.  We have changed internal employees and processes which caused our buylist to get behind.  We also found a system issue with the buylist that has not been resolved.   Thank you for your patience with us through this transition.  
  
  

• Initial Complaint

  02/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sold a number of trading cards by “buylist” method to Troll and Toad in October of 2024. The agreed value to be paid to me for the cards was $1991.13. In the past, payment has been received within 10 days of buylist acceptance. I have requested payment and then when not received, at asked for a prediction of when payment would be received. I have not gotten either. It has been well over 3 months since they accepted my cards. The responses I’ve gotten when I email say that it is due to change of ownership and staff shortages and they’ll notify the buylist department. I cannot get a hold of anybody via the customer service line telephone number offered but by their own buylist guidelines should have received my money months ago.

  Business response

  02/10/2025

  We are finishing up our first round of payments.  All payments should be issued before the end of February as we do have a backlog.  We have changed internal employees and processes which caused our buylist to get behind.  We also found a system issue with the buylist that has not been resolved.   Thank you for your patience with us through this transition.  
  
  

• Initial Complaint

  02/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted two separate buylists to the company for a bunch of bulk cards I had at home. The first being submitted on December 1st, 2024, and the second on December 5th, 2024. Both submissions were promptly accepted and shipped out to be processed. After a few days I was informed that the orders had been received and processed on December 11, 2024. However, the company also informed me that between the 2 orders some of the cards I submitted weren't to their standard and they would be docking me from a total of $208.85 to $167.59. I reluctantly accepted in order to get the process done and the cards sold despite being dropped down just over $40. This was the last progressive bit of communication I have had with them. I've sent multiple emails with nearly the same response each time, but nothing was actually being done in turn to resolve the issue. All I'm looking for out of this transaction is to be paid the $167.59 I'm owed so I can move on from this company.

  Business response

  02/10/2025

  Hi *******

  We are finishing up our first round of payments.  All payments should be issued before the end of February as we do have a backlog.  We have changed internal employees and processes which caused our buylist to get behind.  We also found a system issue with the buylist that has not been resolved.   Thank you for your patience with us through this transition.  
  

  
  

• Initial Complaint

  02/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted a buylist order (Order: ******** through troll and toad on November 28th 2024 to sell them yugioh cards with an agreed final order total of $399.81. To be paid via PayPal to my email ******************* which was supposed to be a fast way to receive my payment. After a month and going into the 2025 new year, i emailed them to ask when i could expect my payment and received a response on January 17th 2025 that they were experiencing company changes and are experiencing delays and that i am in queue to get paid. I waited a couple of more weeks and still had not received my payment. On January 31st 2025 i once again reached out via that email to ask about a status update and as of today February 7th 2025 i have not received a response.

  Business response

  02/10/2025

  We do apologize for the delay with this payment.  Your order has been paid!  We have changed internal employees and processes which caused our buylist to get behind.  We also found a system issue with the buylist that has not been resolved.   We should now have payments paid within 10 business days.  Thank you for your patience with us through this transition.  
  
  

• Initial Complaint

  02/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Like others, I have been awaiting a payment for a buy list that i sent into them in December of 2024. I was in contact with them about returning items that they did not want to buy and sent them the shipping costs to return these items. They assured me that it would be sent out by the end of the week, and after that I have heard nothing from them in follow up emails. I have been constantly trying to get an answer on where my cards are, when they are paying, or anything, and they have yet to respond.

  Business response

  02/07/2025

  We want to sincerely apologize for the delays in payments that you may have experienced recently. These delays are not reflective of the standard we aim to uphold, and we deeply regret any inconvenience this has caused.
  
  The delays were due to internal changes that have impacted several processes, including payments. We want to assure you that we are actively working to resolve this situation. Our team has been prioritizing this issue, and we are committed to ensuring all payments are processed and sent out over the next couple of weeks.
  
  We appreciate your patience and understanding as we work through these adjustments. 

  Customer response

  02/10/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I have tried to be in constant contact with them regarding the business we have done and they have been unresponsive until now. Claiming the change in ownership doesn’t justify not paying for goods that they CURRENTLY have. It is basically theft.

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

  Business response

  02/17/2025

  We do apologize for all of the delays and setbacks with this process.  I have sent a message to our internal team to see if they can get your payment pushed ahead this week.  They are planning to have all payments issued before the end of February and we have been sending updates as these are paid.  We should have updates for you soon!

  Customer response

  02/18/2025

  
  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,
  
  ***** *****

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  02/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trading cards were sent in October. We agreed on a final price. Cards are still being held by the business but no payment received 4 months later.

  Business response

  02/07/2025

  We want to sincerely apologize for the delays in payments that you may have experienced recently. These delays are not reflective of the standard we aim to uphold, and we deeply regret any inconvenience this has caused.
  
  The delays were due to internal changes that have impacted several processes, including payments. We want to assure you that we are actively working to resolve this situation. Our team has been prioritizing this issue, and we are committed to ensuring all payments are processed and sent out over the next couple of weeks.
  
  We appreciate your patience and understanding as we work through these adjustments. 

• Initial Complaint

  02/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in November 2024, sent a buylist to troll and toad. It is now February 2025, and I have not been paid out. I have sent 4 emails to be paid out or have my exact cards returned in the same condition, receiving one reply. They claim they are understaffed due to personell moves. Looking at reddit, Google reviews and the BBB, they have been using this same excuse for about 6 months. DO NOT CONSIDER SELLING OR BUYING FROM THIS COMPANY. You will not be paid out! You will not get your cards back!

  Business response

  02/07/2025

  We want to sincerely apologize for the delays in payments that you may have experienced recently. These delays are not reflective of the standard we aim to uphold, and we deeply regret any inconvenience this has caused.
  
  The delays were due to internal changes that have impacted several processes, including payments. We want to assure you that we are actively working to resolve this situation. Our team has been prioritizing this issue, and we are committed to ensuring all payments are processed and sent out over the next couple of weeks.
  
  We appreciate your patience and understanding as we work through these adjustments. 

  Customer response

  02/07/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  This is the same excuse T&T have been using for months.  There is no confidence with this company.  Nothing short of paying me for the cards you stole from me will resolve this issue.  
  Sincerely,
  
  ******** **********

  Business response

  02/10/2025

  We do apologize for the delay with this payment.  Your order has been paid!  We have changed internal employees and processes which caused our buylist to get behind.  We also found a system issue with the buylist that has not been resolved.   We should now have payments paid within 10 business days.  Thank you for your patience with us through this transition.  
  
  

• Initial Complaint

  02/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello. Troll and Toad offers a "buylist" service where they buy your collectable trading cards. I have used this service in the past with no issues, however I can't say the same now. I sent in a package At the end of November and it was delivered within the first few days of December. ORDER: ******* for the amount of $202.72 to be paid to me via paypal. I have not heard anything from Troll and Toad so on Dec 23rd 2024 I reached out to their customer service email and was given the responses below. They claim they experienced major company changes which resulted in delays but refused to give me an ETA on when I should get paid. I followed up on Jan 1, 2025 and was told I was in queue to be paid. I followed up again on 1/17/2025 as I heard nothing up to that point. I did not receive a reply to this follow up. I followed up again on 2/5/2025 and attempted to call their customer service department to which no one picked up. I am requesting that Troll and Toad hold up their end of the deal and pay me for the cards I sent in.

  Business response

  02/06/2025

  We want to sincerely apologize for the delays in payments that you may have experienced recently. These delays are not reflective of the standard we aim to uphold, and we deeply regret any inconvenience this has caused.
  
  The delays were due to internal changes that have impacted several processes, including payments. We want to assure you that we are actively working to resolve this situation. Our team has been prioritizing this issue, and we are committed to ensuring all payments are processed and sent out over the next couple of weeks.
  
  We appreciate your patience and understanding as we work through these adjustments. 

  Customer response

  02/07/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I understand that there has been business changes, however taking over 2 months to pay out my buylist order is unacceptable. Each time I've reached out regarding this issue, I'd either received no reply, or a similar canned message about business changes. I feel that Troll and Toad has stole from me and I am just getting pushed aside while you keep the cards I sent in. Troll and Toad has strict guidelines that must be followed when sending in buylist orders (including sorting all the cards in a particular order, and shipping them within 10 business days. I followed the guidelines that you set, and I would like for you to process my payment in a timely manner as I sent in my cards in a timely manner. I feel I have been more than patient with this. I would like a real resolution to this issue instead of the same canned messaged I've been receiving since first reaching out.  
  
  Thank you for your attention in this matter. 
  Sincerely,
  
  ****** ****

  Business response

  02/10/2025

  Hi!

  We are finishing up our first round of payments.  All payments should be issued before the end of February as we do have a backlog.  We have changed internal employees and processes which caused our buylist to get behind.  We also found a system issue with the buylist that has not been resolved.   Thank you for your patience with us through this transition.  
  

  
  

  Customer response

  02/10/2025

  
  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.
  
  While the reply was NOT satisfactory to me, it looks like I was paid out for my buylist so I no longer need this complaint open. My feedback would be to either set proper expectations when accepting buylists or limit the amount of buylists you accept moving forward. This experience was not good to say the least.
  
  Sincerely,
  
  ****** ****

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

*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. ↩