Complaints

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

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  TCGplayer

  440 S Warren St Syracuse, NY 13202-2634

• 

  TCGplayer

  5460 E. Taft Road, #3267 Syracuse, NY 13220

• 

  TCGplayer

  Syracuse, NY 13220

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:04/15/2025

  Type:Customer Service 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.

  I have had my account flagged several times by their "Trust and Safety Team" to which I've provided all personal information when my account was flagged/locked. I even pay a subscription with TCGPlayer for extra benefits. On April 10th or 11th, my account once again got flagged for Payment Lockout and I emailed their support team immediately. I got a response within 24 hours, and in the last 48 hours have not received any updates despite sending 2 emails asking for an update. I have provided them with personal information to confirm my identity and ownership of the account and they continue to flag my account for no reason, they said it would happen time to time, but every time it happens its a major inconvenience as it takes longer than 24 hours to resolve. The last time this issue happened was on February 10th, and was resolved February 11th. This time its taking significantly longer and I have not had a resolution to my problem. They do no have a live support line and automate their responses. Its hard to be able to contact a real person in regards to any account issues.

  Business Response

  Date: 04/17/2025

  We are sorry to hear of the trouble this has caused. We recommend continuing to work with our customer service team to resolve this issue. 

  Customer Answer

  Date: 04/18/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   I have generated yet another Customer Service ticket through TCGPlayer as I have not received any updates regarding the initial ticket request. Their Customer Service has refused to provide me with any updates and my account is still payment locked. I request to speak to an actual person and would like to communicate in person via phone call to resolve this issue or an immediate response to unlock my account so I can continue to use their services.  Regards, ******* ******* **  

  Business Response

  Date: 04/22/2025

  Looking over the concern made I can confirm that the buyer account associated with ******* ******* *r has been unlocked and purchases have been confirmed as recent as April 18th, 2025. As for the seller account our team is reviewing the provided information and will be contacted if approved for selling on our platform. This review process is a manual procedure but they will be alerted if approved. Best Team TCGplayer

  Customer Answer

  Date: 04/22/2025

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

• Initial Complaint

  Date:04/03/2025

  Type:Delivery 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 ordered ******* cards which were not delivered to me, I checked out with my ****** account using my ****** verified shipping address that I use for all of my online shopping, yet TCGPlayer sent it to a wrong address. **** states they returned my order back to TCGPlayer because I had moved and left no forwarding address, however I've resided here for many years and received many packages without issue so TCGPlayer must have sent it to the wrong address. I have contacted TCGPlayer, who has yet to refund me. They only have email support and are extremely slow at responding, they are basically ignoring me. Find attached screenshot from **** which states they returned it back to TCGPlayer because of the incorrect address.

  Business Response

  Date: 04/03/2025

  If you have an open ticket for this issue, we recommend continuing to work with our customer service team to resolve the issue. In the meantime, we recommend reviewing the  TCGplayer Refund and Return Policy regarding incorrect addresses: ******************************************************-What-is-TCGplayer-s-Refund-and-Return-policy If your address was input incorrectly and you do not contact the seller before your order has been marked as shipped to provide an updated address, you are not eligible for a refund. You will need to make arrangements with your post office to reroute delivery, or you will need to contact someone at the address that you provided to locate the order. There are no exceptions to this policy. 

  Customer Answer

  Date: 04/03/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   I apologize if what I wrote was not clear enough. You stated: "If your address was input incorrectly". I never said I inputted it correctly. I put the CORRECT ADDRESS on my order. I want it to be 100% perfectly clear, my address was inputted correctly. I have attached screenshots of my TCGPlayer order confirmation showing my address was inputted correctly. I also have uploaded a screenshot of my ****** receipt showing a correctly inputted shipping address. Unfortunately, TCGPlayer has shipped this to an Incorrect address. That is of no fault of my own, it is at 100% fault of TCGPlayer for not shipping my order to the address I specified on my order.  I am still awaiting a refund for my un-received order due to TCGPlayers's negligence.  Regards,  ***** *******

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair 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.

  TCGPlayer has froze my payments, and is responding to messages for my account which I didn’t ship 1 item out, because I went on vacation and didn’t remember. Now, I’ve reached out to them for the last 5-6 days with tickets, and received no response. They give us 48 hrs to respond before harassing us with emails or locking accounts, but they don’t follow the same rule set it seems. I don’t know where else to go, because now they are legit scamming me by responding to messages, and not allowing me to either give individual card refunds, and they are just giving full refunds.

  Business Response

  Date: 03/16/2025

  Hello, Thank you for reaching Team TCGplayer. We're apologetic for this issue, and want to do all we can to resolve this matter. After review of order *********************, $16.75 has been credited. Please reach us for any further assistance. Best, Stephanie Team TCGplayer 

• Initial Complaint

  Date:03/10/2025

  Type:Product 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 2/24/25 I contacted TCGPlayer at ******************* and spoke with Hailey because I did not receive order ************ I was offered either a refund to my original payment method or store credit. I advised Hailey that I would like a refund to my original payment. Hailey confirmed on 2/25/2025 "We have processed a full refund for the missing shipment to your original payment method and added $1 in store credit to your account. Depending on your banking institution, it may take up to 4 business days for your refund to appear on your bank account." I did not receive the refund, so I reached back out to Hailey on 3/4/2025. Hailey advised "pon reviewing your account, it looks like the refund was issued as TCGplayer store credit rather than back to your original payment method. Unfortunately, once a refund is processed, we’re unable to reprocess or transfer it to a different payment method." I asked Hailey if this could be resolved, as I did not request store credit, and she told me that refunds can only be processed once. I was expecting a refund of $150.51 back to my original payment method as offered, requested, and confirmed. It is not acceptable that because the agent made a mistake and processed credits that I would not receive the agreed upon refund. I do not wish to have credits, and this is causing financial hardship because I was told these funds were issued. Please issue a refund to my original payment method. I have disputed the charge with my bank as of today, 3/10/25, so it can also be refunded that way. If the system cannot process this, my PayPal email address is the same as the email on my order. That is 3 ways this could be made right.

  Business Response

  Date: 03/11/2025

  Hello, Typically, we are not always able to reverse the refund process when funds have been processed in one way when the other was preferred. However, we were able to remove the store credit and process the refund to your original payment method, which you should see reflected on your banking statement in 2-4 business days depending on your financial institution. Thank you, Team TCGplayer

  Customer Answer

  Date: 03/11/2025

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

• Initial Complaint

  Date:03/09/2025

  Type:Product 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.

  The business sells cards, they happily accepted my funds for a purchase (50 USD), but refused to ship anything or refund the money afterwards for any of my attempts, It's pretty indignating and underhanded to try to keep the money just like that. During my support ticket expange they were very vague and mixed their internal policies, shipping policies, user location and some sort of obscure reasoning and generic unhelpful responses. I mainly want the money back, allowing me to complete my purchases would be okay, but I don't really want to keep doing any business with them.

  Business Response

  Date: 03/11/2025

  Hello, Thank you for your outreach. In review of your account, based on trends, information, and activity, we are unfortunately unable to move forward with unlocking it at this time. We apologize for any frustration that this has caused. Best, Stephanie Team TCGplayer

  Customer Answer

  Date: 03/11/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  The message seems to be a generic response unrelated to my complaint, I'd be satisfied if they refund my money.  Regards,  ***** *******  

• Initial Complaint

  Date:03/09/2025

  Type:Product 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.

  On February 26, 2025 my credit card was charged by this company. There were two (2) separate charges of $70.66 made on the account. I have never done business with this company and know nothing about them. I have called the number listed on the charge and left messages to get this looked into, however the company fails to return calls or investigate the fraudulent charges placed on my credit card. The card has been blocked but this criminal company was allowed to process these charges without any verification. I want the money credited back to my card.

  Business Response

  Date: 03/10/2025

  Hello, Thank you for reaching out. My name is Stephanie, a Lead with our TCGplayer Customer Experience team. We're sincerely apologetic for the recent experience. It appears that the email address may have been published in one or more exploit lists from breaches of other websites. Generally, this happens when there is a vulnerability in a third-party site that results in your information being compromised. You can visit ********************** to check if any of your emails have been compromised. At this time, we recommend that you change ALL of your passwords to make sure these credentials are not in use on any other sites. When creating a password, we recommend the following tips to protect your account: Create a password that can’t be guessed easily, and consider using password generators Change your password every 30-60 days Do not give your password to others Do not share passwords among sites or accounts. Be sure to create a unique password every time! I am sorry that there has been unauthorized transactions on your account on our platform. The security of our customers is of the utmost importance to us and for that reason we do not store or tokenize any of the payment information on our site. This means that every time a Buyer makes a transaction they must enter in the credit card information to make a purchase. Transaction on our platform are all exclusively done through our website and can be processed with a smart phone with internet access.  TCGplayer is PCI compliant so we pass the data directly to your banking institution and utilize the safest security options available on the internet for this data transfer. We make no record of your card info and it is up to your bank to respond with an approval or denial. Additionally, our Sellers only receive information that lets them know where to ship the package and what should go in the package, they are never provided credit card numbers, as once again, even TCGplayer does not have access to that information. At TCGplayer security is of utmost importance. We do not currently utilize phones for our customer service. We primarily operate via email in case we need multiple team members to help answer all of your questions and this does allow us time to gather all of the responses and provide them to you. Our customer service is available to assist you 24/7, and you can feel free to contact us via email here: ***************************Best, Stephanie Team TCGplayer

  Customer Answer

  Date: 03/10/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. TCG Player is totally missing the complaint.  They made illegal fraudulent charges on my credit card for merchandise I have no connection too.  My credit was charged $70.66 twice on the same day.  The charges need to be credited back to.my credit card.  THIS HAS NOTHING TO DO WITH MY EMAIL.  They are certainly not understanding my complaint.  They need to investigate the fraudulent charges billed on my credit card account.  I suggest they call.me to get the facts before I file suit against them for FRAUD.  Regards, ******* ******* 

  Business Response

  Date: 03/11/2025

  Hello, We have responded to your additional inquiry that was submitted to our team, but we will also respond to your complaint here as well. --- We do sincerely apologize for the situation this has placed you in, as it was not our intention to brush this serious issue off. Due to the fact that we are PCI compliant and do not keep any record of your card information on the site, we are unable to locate these purchases in our system and are regrettably unable to refund them. We would advise that you reach out to your financial institution as soon as possible and follow whatever instructions they may have to handle this situation, as they are the best equipped to handle the secure return of your funds.  We are doing our best to deliver the service our customers have come to expect, however when we fall short of these expectations, please know that we are creating and adapting strategies and improving processes to continue to meet and exceed your expectations.  Please let us know if there is anything we can do to assist your financial institution's response; sharing those requests through your service request with our team would be the most beneficial.  Warmest regards, Team TCGplayer

  Customer Answer

  Date: 03/16/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  TCG Player lies and states they have no way to track the fraudulent charges THEY placed on my account.  They need to disclose their agent for service, or I will serve a complaint on the people responding this complaint, since they are clearly the ones complicit in this FRAUD!  TCG Player needs to refund the two FRAUD charges placed on my credit card.  They seem to think me or my bank should just eat it.  They know or need to investigate the person that made the charges.  It is their responsibility!  Regards, ******* *******

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair 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 am a seller on the website "TCGPlayer". A customer purchased my product through the website, and the customer claimed that their package was not delivered and TCGPlayer issued them a refund at my expense. However, the package was delivered successfully, with **** tracking ID number: ********************** as proof. TCGPlayer's decision to refund the buyer was unmerited, and no communication was had with me prior to the refund being automatically issued to the buyer. I am now out $100 worth of product due to sheer negligence of TCGPlayer.

  Business Response

  Date: 02/28/2025

  I have reviewed your case and I recommend working with our customer service team to resolve this issue. 

  Customer Answer

  Date: 02/28/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I have reached out to TCGPlayer and they have not chosen to answer me directly. Instead, they have chosen to answer through the BBB asking me to contact them directly; of which, I have already done,  Regards, ***** ******

  Business Response

  Date: 03/03/2025

  Hello, Thank you for continuing to work with our agents towards a resolution. We see that everything has been resolved and your store has been credited. Thank you, Team TCGplayer

• Initial Complaint

  Date:02/23/2025

  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.

  Was selling on this platform as a new player to ***** *** *********. My account has been closed after 4 counterfeit claims: 2 of them had been scams on my account (I had pulled and verified the cards myself and they had swapped them out trying to get a refund) 1 of them I opened myself and started a counterfeit claim on said swap out. 1 of them was real and was due to my negligence in checking all of the cards (I had trusted the source I had gotten the card from and nothing seemed off about it for me to verify). I had roughly ~$500 dollars worth of payments waiting before account closure and while I can understand why my account was closed, I did not get paid for several sales that were independent of these incidents, so now I am out of an account and $500 worth of cards. I would just like to get paid my amount due. TCGplayer had lost no money in these transactions as they were refunded.

  Business Response

  Date: 03/10/2025

  Hello, Thank you for reaching out. My name is Stephanie, a Lead with our TCGplayer Customer Experience team. We're deeply apologetic for any inconvenience, however your store has been permanently terminated from selling on our site. As your store has had multiple confirmed counterfeits, we will not reactivate your inventory in our system. TCGplayer expects compliance with the Guidelines agreed to upon activation. You are also bound to follow the rules of our TCGplayer Safeguard without deviation. If a seller does not follow the TCGplayer rules and regulations, we reserve the right to terminate their participation in the marketplace at any time for any reason at our sole discretion, with or without notice to the seller per our Marketplace Seller Agreement. TCGplayer also reserves the right to monitor user accounts to determine if policies or laws are being broken. Our teams have been working very hard to investigate these counterfeit claims leveled against your account and will likely be dealing with these customer complaints for the foreseeable future. As a seller on TCGplayer, you not only represent your own storefront but our buying platform on the whole. One buyer's negative experience can snowball into a loss of that customer's loyalty to TCGplayer. We wish you luck in the future on any other platform you choose to sell cards. Best, Stephanie Team TCGplayer

• Initial Complaint

  Date:02/16/2025

  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've been trying to contact tcgplayer support for months now about why my account is still under review and they just keep closing the ticket without any response. I've filled out the form on ******* 4 times now and waited the 5-7 business days each time, yet every single time nothing happens, so I email support for help and they just completely ignore me and close the ticket. I'd like to know what's going on with my account and maybe why it's still under review because as far as I know, I've done everything needed to be able to sell on tcgplayer.

  Business Response

  Date: 02/18/2025

  Hello, Thank you for your patience with this matter. I was able to look further into this issue and based on trends, information, and activity associated with your account, our fraud system has locked it and we are unfortunately unable to move forward with unlocking it at this time. We apologize for any frustration that this has caused. Thank you, Team TCGplayer

  Customer Answer

  Date: 02/18/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. What could have possibly lead to my account being locked due to fraud? I literally did nothing on the account. I guess I'll have to stick to ****, where I can actually sell things as they didn't lock my account for no reason.  Regards,  ***** *

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair 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.

  My account was deactivated with no warning or info with 2082 reviews at 99.9% positive and almost a thousand in pending payments. A customer had been harassing me and I reached out to support several times asking for help, they said he shouldn’t be able to message me if he was blocked. Still the emails came flooding in with him messaging me. TCGplayer support did nothing to stop these messages. The customer had been refunded almost two weeks prior to my account getting deactivated. Then the customer claimed I was “sending junk mail” when he received an order that was meant for someone else which I had to message that customer apologizing for the problem and refunding him as well. The customer then claimed he was reporting me for sending junk mail. No word from TCGplayer on any of this.

  Business Response

  Date: 02/13/2025

  The seller's account was locked due to a policy violation revolving an unapproved order cancellation. Information regarding the temporary account hold was provided in support ticket#******* on Tuesday February 11th, 2025. It is advised the seller reply to that communication to work with us in unlocking their account. Any additional questions or concerns we ask be provided there as well.

  Customer Answer

  Date: 02/13/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. You did not send me any ticket with that number nor any message in regards to this situation, see attached photos. I am very active in replying to messages, customer and TCGplayer employees both. I wouldn’t have submitted several tickets randomly to support if I had a thread going with ANYONE at TCGplayer for this issue. You can view my past messages with TCGplayer and customers. I never take longer than a day to reply. You claim to have sent this on Tuesday when in fact no messages came from you guys on Tuesday at all. Where it says “yesterday” in the photos would be Wednesday the 12th. How about we start over and you guys please send me the message again so we can get this resolved. Thank you. Again I have nothing to reply to since you never sent anything. You have my email.   Regards,  ***** ********

  Business Response

  Date: 02/14/2025

  The seller's account was locked due to a policy violation revolving an unapproved order cancellation.  Information regarding the temporary account deactivation was provided in support ticket#******* on Tuesday February 11th, 2025. This message was sent to your inbox at ********************It is advised the seller reply directly to the communication sent by our customer service team. Any additional questions or concerns we ask be provided there as well.