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          Business Profile

          Online Retailer

          PokeNerds

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Online Retailer.

          Complaints

          Need to file a complaint?

          BBB is here to help. We'll guide you through the process.

          File a Complaint

          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            07/30/2024

            Complaint Type:
            Delivery Issues
            Status:
            Answered
            Upon reading reviews it appears as though this is issue has been occurring for multiple other customers recently! They are NOT fulfilling all the orders being placed! When customers call, they are told to submit a message, but the messages are not being answered! I have been waiting on an order placed on March 3rd (*****) and have called and messaged multiple time to no avail! Upon further investigation, there are now multiple other customers with this same complaint. My order is only for $85, but I would like my order or a refund.

            Business response

            10/11/2024

            The consumer was cancelled and refunded the same day he reached out to us. 

          • Initial Complaint

            10/09/2023

            Complaint Type:
            Product Issues
            Status:
            Resolved
            I made a purchase with this reseller for almost twice the price of the original goods, which is price gouging, on September 30th. I received no updates for an entire business week, and on October 6th, I reached out via the support email address listed on the website asking for a status update with my order, citing my order number. Instead of an appropriate reply, an employee responded with a survey question. I replied back asking more specifically for an update, such as a shipping label or tracking number. The employee responded yet again with the same marketing survey question verbatim. At this point, I realize I had been scammed. I asked if this was a scam in my last reply, which got no response. The next day, I received a notification from this business that, "Order #***** was canceled at your request and your payment has not yet been refunded." PokeNerds stole my money and did not provide the goods that have been paid for with legal tender.

          • Initial Complaint

            07/20/2023

            Complaint Type:
            Delivery Issues
            Status:
            Answered
            Placed my 1st order on the site on 5/22. Never received the item. The tracking history showed it was stuck at a location for over a week with no movement. I was told to file a *** claim. I called the store and *** multiple times along with emailing PokeNerds support with no success. *** keeps telling me to contact the sellers and PokeNerds keeps telling they are calling ***. I've asked for a refund multiple times and PokeNerds has not responded with a solution. It's now 7/20 and I still have no product and no refund. I have since emailed PokeNerds support twice and called to leave a message for the owner to call me 3 times in this last 2 weeks alone. This was my 1st order and my last. I know that makes no difference to PokeNerds but all I want is a refund. Tracking shows I never received my item so I'm not sure what else to do. It appears the solution to the problem is for the store to ignore unhappy customers until they just go away.

          • Initial Complaint

            03/20/2023

            Complaint Type:
            Delivery Issues
            Status:
            Resolved
            I placed an order on February 7th 2023 in the amount of ***** USD. This order was for Pokemon Crown Zenith Collection Tin Bundle (all three) (75 USD) and 10 USD for shipping. They were supposed to ship my order last week before the March 17th release date (as they are an official "prerelease" store), fulfilling my order of 3 pokemon card tins. My order number is #*****. It is currently March 20th, I have reached out to them via email, phone, and discord to receive an update on my order and I have not received an answer in any shape or form. The email *********************************** is listed on their website and is the method I first reached out via on March 17th. I also attempted to call their phone number listed on their website for support ************ however I was told they did not assist with online orders. On March 18th I emailed again for an update. March 20th I joined their discord server advertised on their website "Need an answer sooner? Feel free to join the PokeNerds Community Discord Server and ask a Mod ! Click Here to Join the server: ************************** You can also text us: ************ Tuesday - Sunday: 11 am - 7 pm CST"I joined the server and asked if anyone else had received their pokemon card tins as mine had not shipped, and I was advised to DM "logistics" or email aforementioned email address. I informed them I had already emailed and tried to direct message "logistics" however their account is set to private. I was promptly banned from their server.

            Customer response

            07/24/2023

            Received via text:  
            **************
            03:51 PM
            Yes my chargeback was successful. The shop never returned any communication.

          • Initial Complaint

            03/11/2022

            Complaint Type:
            Delivery Issues
            Status:
            Answered
            I place a pre order of Pokemon which was set to be released on February 25th. I made an order and paid for it with my card. I was issued a tracking number on February 24th. I waited 2 days then looked up the tracking number issued thru USPS. USPS states a tracking number was issued and are awaiting the items. I just went to my local post office on Friday morning of March 11th and had the postal worker look up the tracking number. The worker stated tracking number issued and USPS still awaiting the items. I have contacted pokenerds at least 3 different days and have not received a response yet.

            Business response

            03/14/2022

            Hello ! 

            The tracking # for your order is: ******************************

            Sometimes the post office forgets to scan in the package, but it has definitely been shipped and is on the way!

            If you have any other questions please contact us: ********************

          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. ↩

          BBB Rating & Accreditation

          A-

          This business is not BBB Accredited

          Search for Accredited
          Businesses in this category

          Years in Business: 5

          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          394 Mid Rivers Mall Dr

          Cottleville, MO 63376-1565

          Visit Website
          (636) 459-5093

          Customer Complaints Summary

          5 total complaints in the last 3 years.

          3 complaints closed in the last 12 months.

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