ComplaintsforThe Topps Company Inc.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Bought card pack on August 13th. Said it will be shipped out 7-10 days. Emailed them multiple times for an update but all I get is automated responses

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hello, my issue is a two part complaint. First off, I am referring to case number US-*********-CSC. Upon receiving my replacement cards, I was given 2 out of 3 autographs in return of players that NO longer are in the major leagues. They said these cards were pulled at random but after reviewing the numerous complaints it seems like they only issue zero value autographs as replacements. This is a $350 box and I expected more. I have been to your Transcendent Party several years including the very first one. I participate in all your programs and purchase a lot of Topps products and now I am rewarded with junk autographs in return doesn't speak volumes for your customer service. Many times I get damaged cards, missing autographs or missing hits and I don't complain because I realize things happen. But I am a good member of your group. I deserve better and customer service deserves to treat us better. Not only that, I had other missing hits when I sent in my claim forms. None of those cards were addressed as I was told I didn't say anything about those cards but I did in my explanation. Now I am told I have to refile a claim again. And the two cards I sent in that were damaged were not received back to me. Last, I am also a ********** member and I have not received any emails nor the premium pricing on any of the products. I am on no email list. Not in Spam, or anywhere. I do receive ALL of the other emails from Topps. I paid good money for this program to have more benefits from Topps but I am not receiving them. I have asked customer service to look into this but I have yet to get a response. Plus I have redemptions from 2014 that are still not received. I wrote to ***** at Topps who stated they would address it but when I responded someone named ***** responded. This is why so many things do not get resolved because there are so many involved. **** and ******* are no longer there. I dealt with them too.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I participated in Topps "MVP" buyback, and used that credit and out of pocket money, to purchase a Topps Update Chrome Hobby Box.I submitted 2 claims on 11/28/2023 for a missing Auto card and a factory print line on the numbered card.Topps had not responded, so on February 4th 2024 I emailed Customer Support.The first email talked about a redemption, which I never said anything about a redemption.Then they talked about me paying for a shipping label to mail items in.I decided to not send in the factory damaged card because I don't trust Topps with anything at this point.They continue telling me that I need to pay for a shipping label to mail in a wrapper, UPC and date codes (whatever that is), and the receipt (that is electronic).Why can't I submit photos? I've already submitted the receipt.I don't understand why I have to PAY for Topps wrong doing.At this point Topps has stolen from their customers.

  Customer response

  05/26/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by The Topps Company Inc. regarding complaint ID ********.
  

  In a separate email from the Claim I submitted on Topps website, they have told me that is the only way to handle claims. Is for the customer to pay more money, to send items in for Topps mistake.

  I no longer wish to deal with Topps.

  This claim can be closed.

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

  
  

  Business response

  07/08/2024

  Product Defect Instructions - Terms and Conditions

  1. Review your shipping address on the Product Defect page, and if necessary, edit the address to make corrections.
  

  2.To help us evaluate your request, we require your Product Defect submission to include the following:
       1) A Missing Hit/Damage, which can be submitted through your Topps.com account
       2) Proof of purchase from an authorized distributor, including a copy of sales receipt with store information included)
       3) The date code from the box (if a full box was purchased)
       4) The individual defected item(s)
  

  3. Print Packing Slip and Shipping Label (this is not pre-paid) and drop off or arrange for your package to be picked up. Submissions should be received within 4 weeks of entry or will be closed without being processed.
  

  4. Please allow up to 2-4 weeks for your Product Defect submission to be processed once it is updated to a status of received in your Topps.com Account.
  

  We recommend before mailing in your Product Defect, please take pictures of your submission for your records. Properly protect any cards submitted before shipping. We recommend sending all requests in a fashion that provides proof of delivery. Please note that we are not responsible for lost, stolen, damaged, delayed, or misdirected mail.
  

  Topps will replace any Topps produced card that is determined to be damaged or defective during our production process from any current-year product (only), while supplies last. Topps is only able to issue replacements for current-year products due to available inventory. Once a product has reached its one-year anniversary, we no longer hold replacements for that product. Following our determination that a Topps produced card was damaged or defective as a result of our production process, Topps will send a replacement of similar value from the same sport (same card not guaranteed) to your previously verified shipping address.
  

  Once your Product Defect submission has been shipped to Topps and your tracking shows it has been received, please allow up to 10 business days for your claim to be updated to a status of received from the date tracking shows delivered. You will receive a notification once your submission is received for processing.
  

  Topps reserves the right in its sole discretion to deny any Product Defect submission for any reason. Ineligible Product Defect submission may not be returned to the consumer. Please note that Topps does not replace individual cards that are purchased from any secondary market or any other unauthorized distribution method.

  Customer response

  07/09/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** ********  
  
   
  
  

• Initial Complaint

  04/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been waiting on a redemption autograph for ************************* since 6/11/19. I got very excited several weeks ago when I got notice the item was shipping. However I was very disappointed to see that the card listed for redemption had changed to a much less valuable player and for a card that wasnt made for more than two years after my redemption. I contacted Topps about this issue only to be told this was the correct card all along and to please send pictures of my ordinal redemption to prove this is incorrect. Thankfully I still had the redemption card to prove the error and follow the steps stated in the email. Topps is now ignoring all my emails so Im reaching out in hopes of resolution. I have the email chain from topps proving the mistake and they wont correct it. It was also disappointing I had to provide proof they were wrong when common sense would realize I cant redeem a card for two years in the future. Absolutely horrible way to treat a long time customer after patiently waiting almost five years for their card to be made.

  Customer response

  05/09/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by The Topps Company Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

  Business response

  07/08/2024

  Per the Terms and Conditions of the redemption program (link below):

  If the completed card is not available in 15 weeks, you may request a substitution of equal valueas described below. Topps reserves the right in its discretion to deny a substitution request at any time based on the status of the redemption card due to you (as determined by Topps). This includes substitution requests made through the consumers redemption account on Topps.com, which may be reversed.

  In addition, Topps maintains the right in its discretion to substitute a new card if the card you are submitting the redemption for cannot be completed and Topps determines it is to be uncirculated.

  The card redeemed by the consumer is "uncirculated".

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

• Initial Complaint

  04/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I was in and out of *********** since my order in 2015. (Ive been clean the last 8 years. It had completely been forgotten) I spent $74 on a large order of cards from my online portfolio. (Which I own!) I had made a few orders in between 2015 and 2021 and received them all. Then in 2023 I made an order. I waited and waited and eventually checked tracking. (I had no clue you could it is a very basic yet confusing mess of a site and I never had any problems before) There wasnt any. And this showed my purchase history. Which includes my 2015 order which must have never shipped and I completely forgot about. Ive messaged Topps sooo many times since July 2023. No answers. Just a worker trying to get help from a manger. The program has been dead for years and the cards are no concern to them. But Im out the shipping money plus the value of the cards in my portfolio. (Which I bought each one! Some direct from Topps back then!). I dont want to be taken advantage of anymore by this company. Ive let many issues slide and so have many other people like me. Id love some help. Thank you

  Customer response

  04/29/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by The Topps Company Inc. regarding complaint ID ********.
  My guess is they think it will blow over and Im a small fish. 
  Sincerely,
  
  *************************
  

  Business response

  07/08/2024

  All of our records show the orders placed by this consumer to take delivery were shipped.  Due to how much time has passed, all tracking details have expired.  We do not have any packages returned to us as being undeliverable for this customer.  This indicates the order was shipped and delivered to the address on the order.  

  Business response

  07/29/2024

  All of our records show the orders placed by this consumer to take delivery were shipped.  Due to how much time has passed, all tracking details have expired.  We do not have any packages returned to us as being undeliverable for this customer.  This indicates the order was shipped and delivered to the address on the order.  

  Customer response

  07/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I have sent info showing there was NO tracking so theres no way they can say it was delivered and Ive been in contact with them for over 2 year about this (saying they needed help from the management) and not ONCE did they tell me it was delivered or they have info indicating that. They wont even put the cards back in my portfolio at least. The product is dead and Topps lost money so now theyre taking advantage of a dead program and time lost.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a few complaints I need help with and I keep asking for a supervisor through the Topps email system and I'm getting no where.1. Since 11/6/2023 I have been trying to confirm you received the Welbyn ********* Superfractor Auto that I sent in due to it grading a 7 and customer service confirming they will have the card remade. 2. For the ********** Club last year, I didn't receive any emails for presales as I was on the unsubscribe list. It took your company 12 months to figure this out when I emailed in at least 20 times on the issue of never knowing when presale was.3. At the Nationals my sons and I purchased 10 boxes of the Topps Chrome Jumbos and each day we went up to the booth we were told you ran out of the redemption packs. We ran into ************************* and told him and he said to email in. We also spoke to a manager at the booth who told us the same thing.4. We were told via email that they would put some hobby boxes and things together as a care package for my sons to open and it would be shipped. That was months ago and we still haven't received anything.

  Business response

  07/08/2024

  The consumer has been working directly with Topps CS team to handle all inquiries through resolution.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The in question company sells sports cards. I purchased a box of cards that contained a hidden redemption card with a unique code attributed to it. This basically means you reveal the code, input it into their website and they in turn send you the actual card. I have been waiting since August 2023, with multiple promised shipping dates come and gone. At this point, the product I bought from them was no more than a piece of garbage, given that I have not ever received the actual card.

  Business response

  04/08/2024

  Our redemption process typically takes up to 15 weeks from the date of submission. While we work to expedite this process as much as possible, we wanted to inform you that your redemption took a bit longer than anticipated and has recently been completed. Your redemption will be shipped within the next 2 weeks, if not sooner.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Recently I had sent some cards in for damage replacement. It is stated on the form that Topps will send a replacement of similar value (same card not guaranteed). The cards I received back are nowhere near similar value. First was topps *********** i sent $379 (comped off most recent sales via ************************** or cheapest available on **************************************** /99 - $100 ************************* /99 - $20 *********************** /25 - $29 Shohei Ohtani /50 - $220 *************** /50 - $5 ******************* / 50 - $5 I received back $50-90:Ohtani **** Cherry Tree - damaged 2nd was the Topps Update *********************** Auto /25 $140 ($300+ at release)replaced with ************************************* (BSA-VG) Baseball Stars Gold Parallel Auto 2/50 - similar cards (action stars **** auto /25) selling for $50-60

  Customer response

  02/05/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  01/03/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I submitted a redemption request for a baseball card. I received a redemption card in a Hobby Box over 8 months ago and have not received a card. I even agreed to accept a substitute card of equal value but still no response from Topps. If Topps has no intention of honoring a redemption why even send them? Hobby boxes are expensive. I a not being unreasonable to expect my redemption card to be honored.

  Business response

  01/16/2024

  Hello *****,
  
  Thank you for reaching out regarding your substitution request. Please accept our sincere apology for the long process and delays completely your request.
  
  When you request a substitution (or when Topps provides a substitution card), you will receive a card of equal or greater CURRENT market value. Current market value is based on various factors, including **** and ******* pricing.
  
  We are processing your sub request for your 2022 BOWMAN CHROME PROSPECT ***************************** AUTOGRAPH for a $50.00 **** value random replacement card. All substitution request process by Topps is final. Once the replacement card ships you will receive shipping notification along with tracking.
  
  Thank you for reaching out and again, we apologize for any inconvenience that this may have cause.
  
  Sincerely,
  Topps Consumer Relations

  Customer response

  02/16/2024

  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 and the matter has been resolved. I have received the replacement card. 
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent in a damaged card for replacement clear back in September 2022.This was an expensive/rare Star Wars Sapphire card, red (only 5 red of each card was made). The card had a ************* crease/roller line on the back. At the time I submitted the claim, I was seeing 3-6 months processing time. I sent a follow up email to Topps customer service on May 7, 2023 and received a response that there was a recent move to another facility, they apologize for the delay, and it was taking longer to process. I sent another follow up email on June 5, 2023 asking if they even show they RECEIVED my card, and I was given another generic response with no actual information that helped. I would like Topps to make this right by either sending me a replacement card (red /5 or better) from the 2022 Star Wars Sapphire set, OR I would accept a red /5 sapphire Garbage Pail Kid (2021 or 2022). Otherwise I would like my card returned to me along with possible additional card(s) compensation for the damage (lowered value of the card).

  Customer response

  01/14/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by The Topps Company Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

  Business response

  01/16/2024

  Hello ******,
  
  We are investigating about the 2022 Star Wars Sapphire damaged card you stated you mailed into Topps.  We apologize for the delays, and we want to provide proper resolution once we have all the necessary details. We appreciate your patience and our sincerely apologize for any inconvenience that this may have caused.

  Thank you,

  Topps Consumer Relations

   

   

   

   

  Customer response

  01/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I was only given a "Let us investigate" response despite providing all information needed including a picture of the card and proof of **** mailing/receipt and despite submitting the original claim over 1 year ago.  This is typical of the responses I have received to date, reps continue to push it off and hope it just goes away.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

*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. ↩