ComplaintsforTCGplayer

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I started an account a couple weeks ago and it immediately when into "Review" I cannot sell any of the products I have listed and no one will return an email. My original case number is *******. The only response I have gotten from them was asking me to verify the email address, which was the same email address they were replying to. I understand needing to verify and have a processes in place to insure no fraud or mal intent, but I cannot get ahold of anyone there to even get the process started.

  Customer response

  07/17/2024

  The complaint filed under this email address has been resolved, not timely, but it was resolved.

  
  

  They unlocked my account after multiple attempts at contact

  
  

  
  
  
  

• Initial Complaint

  06/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Account deactivated/put under review with no warning and very little information regarding the incident. I have just started selling on this platform and have made 6 sales in the last couple of days. 3 of which came in over the weekend and are yet to be shipped out. After adjusting some prices in my shop, my account was deactivated out of the blue. Account under review apparently. Seller account deactivated. If this is a common practice of this business, it would be really beneficial for them to explain the process and why they flag accounts for review and offer some reassurance that I won't be losing all of the money of mine that is in their hands after selling my items through their platform. I'm still awaiting some response from them... the account deactivation was quite abrupt.

  Business response

  06/17/2024

  Hello,Thank you for your patience with this matter. When an account is Under Review, we look further into this status and determine account legitimacy based on trends, information, and activity associated with the Seller account. The account remains suspended by our system and we are only able to move forward upon completing the review. We apologize for any frustration that this has caused.We take the security of our sellers and buyers very seriously and really appreciate your diligence and patience when selling with us. Please let us know if we can be of any further assistance.Best,StephanieTeam TCGplayer

• Initial Complaint

  06/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After I'd already sold and mailed a not insubstantial amount of money, TCG deactivated my account for "normal review process". Well it's been a month and they won't respond to me in any way. Feels like I've been stolen from.

  Business response

  06/04/2024

  Looking into your account I see that our team was able to resolve this issue, as our seller review process has completed. If you have any other issues or concerns, we recommend contacting our customer service team directly for assistance. 

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Starting from May 4, I have been unable to successfully make a purchase from tcgplayer, as every order is auto refunded by the system. I reached out to support to find out why that is and I was informed my account was flagged for fraudulent activity. I have never once committed any fraudulent activity of any kind both on and off tcgplayer. Support manually removed the hold on my account twice but kept getting auto flagged. When I asked for escalation and clear explanation as to why my account is falsely getting flagged, tcgplayer support only responded with "We are sorry to see that you are leaving out platform. Here are the following ways to delete/purge your account." If needed, I can forward this exact email to BBB. All I want is a solution to my problem, and tcgplayer has been nothing but vague and unhelpful. And this latest response from support essentially telling me to leave the platform is ridiculous.

  Business response

  05/12/2024

  We have forwarded your message to our accounts team to look into things and will hopefully have a resolution to these issues with due haste. 

• Initial Complaint

  04/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've sent numerous emails and requests for my account information to be deleted from their databases and I've received zero response from any customer service reps for weeks. I just want my details to be deleted.

  Business response

  04/18/2024

  As per the TCGPlayer Privacy Statement found here: ******************************************************-Privacy-Statement-for-TCGplayer-Inc "We will complete data deletion within 30 days for those in the European Union (EU) and within 90 days for non-European users barring any pending transactions, customer service, or fraud-related activity." This user has been terminated due to fraudulent activity. As such, we will not be removing their data as per our policy on such matters.  

  Customer response

  04/18/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Regards,  *** **

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a ********* ** ***, the package was damaged and the card inside damaged. I contacted the seller and the seller will not refund my $$ it's been over a month. I Also contacted TCGPlayer several times still nothing. I want my refund.

  Business response

  04/12/2024

  Looking into this issue, I see that you opened a ticket with us on March 23rd regarding this issue. Our team responded offering to send you a prepaid mailer for this return, but we received no response from you. We recommend following up with our customer service team to resolve this issue. 

  Customer response

  04/12/2024

  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

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was an establishing seller on their platform. I had 120 5-star sales interactions. Being an avid buyer, I made every effort to provide a buying experience I myself would appreciate, which included paying out of pocket for trackable shipping and including gifts. All this to say, I went above and beyond as a seller, and that included quality checks and inventory accuracy. Recently, a buyer purchased one of my most expensive products, a $65.00 collectible. As customary, I checked it, packaged it, and shipped it off with tracking. When the buyer received it however, they claimed they received a different style of the card, one that was only valued at $27.00. Now, for big shops with large inventories, mixing up styles and products is very common, but I am a casual personal seller and I’ve only ever owned one version, so it wasn’t a matter of mistaken inventory. I elevated the thread to TCG’s attention immediately because at this point the buyer was attempting to commit fraud. I recognize the company at this point would have to take into account both sides, as they sorted out the truth. My issue here is, they didn’t acknowledge a single bit of my evidence or testimony that this wasn’t a mix-up. I had witnesses to me owning the card, a history of 5-star sales, and I even scanned the card in their pricing app a month beforehand which they have a record of. I’m submitting this complaint because I shouldn’t be responsible for the loss in this situation. They receive 13% fees on every transaction and if they don’t want to be responsible here then they should create safeguards like picture confirmation to protect sellers and buyers alike. My view is that if they have some sort of 3-strike policy for a fraudulent buyer, how much more so should it be in place for hard-working sellers. I do feel it is their responsibility to cover this if they won’t do the work to sort out the actual truth. Thank you for your consideration. I am happy to elaborate further if needed.

  Business response

  04/11/2024

  Hello,Thank you for reaching out. My name is Stephanie, and I am a Lead with our Team TCGplayer Customer Experience team.In review, I see this is related to order ********************* for x1 ***** * ********* *** **** ** **** ***** ***** ****** ** ******** (Borderless) - #415 - Near Mint FoilWhen a Buyer leverages a condition issue, we advise to follow our Refund and Return Policy as outlined:********************************************************************************************-policy#***************************** to the volatile nature of the singles market, our sellers do not accept returns on single cards. However, there are two exceptions to this policy.1) Contact the seller within 48 hours of receipt. The seller will either issue you a partial refund or ask that you return the item for a replacement or full refund. If the condition of the card is in question or the item has been damaged in transit and the seller requests it to be returned, it is the seller’s responsibility to supply the buyer with a pre-paid method of return for the merchandise which includes envelope, return address, and postage. 2) If you have accidentally received item(s) that you did not order or items you ordered are missing, simply contact the seller within 48 hours of receipt. It is the seller’s responsibility to supply the buyer with a pre-paid method of return for the merchandise (which includes envelope, return address, and postage) or to reship any missing items. TCGplayer has stepped in and will be supplying your buyer with a pre-paid method to return the item to our offices for a full refund, as the condition of the product is in question. The item is on its way back to TCGplayer, and the individual will be furnished with a full refund once it is received at TCGplayer HQ. If you do ever feel that a customer is requesting a return or refund in bad faith, you should still complete the return per our policy. After you’ve done so, please contact us, and we will be happy to work with you to make sure that you are covered and not unfairly penalized. If at any point further intervention is needed, you may request that we follow up with the buyer on your behalf.If you arrange a return of the items and, after review, you feel that further action is needed, please let us know, and we'll be happy to assist.Thank you,StephanieTeam TCGplayer

  Customer response

  04/11/2024

  Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[In my correspondence with the company they have previously stated that they will not cover the loss in this case, and they also won’t remove the negative feedback from the dishonest buyer. (Please see the attached photo) I asked those same questions before and was told to interact with the buyer. Their proposed resolution was for me to receive back a card that wasn’t mine and was much less valuable and stated that they would not cover this loss because they found no fault in the buyer.That being said, this BBB complaint is not resolved and wouldn’t be resolved until there is compensation for the loss incurred from this buyer making a false claim. In a recent email they said that they are now interacting with the buyer and taking back the product. They said they would receive it and then keep it themselves unless I provided an address in 30 days, for which they would charge me for the cost to send it. Can you do me a favor? Can you put yourself in my place for one second. I provide the exact service expected of a seller on the platform, I send one of my valuable belongings out for sale, I am the subject of fraud, and the company I am doing my best to reflect well of then suggests that because this person has never acted fraudulently they couldn’t possibly be committing fraud here, and is expecting me to take back a card that isn’t mine, minus the charges. Can you imagine how this feels like the twilight zone?As a seller, there are assumed risks. For instance, if a shipment doesn’t make it to a buyer, there is loss and it is on the seller. I am aware of that and I myself have had orders from sellers never make it to me as a buyer and I feel so badly to message those sellers when that happens. In fact, if it is under a certain threshold I often just double check they sent it, take the loss, and give them 5-stars and don’t burden these sellers because they are trying to make a living on this platform with really low margins. I recognize this facet of being a seller and it is why I have set my seller shipping prices higher than most so that I can offer trackable shipping that arrives guaranteed. It means slower sales for me, but I am willing to do so to protect buyers, but also myself as a seller. However, actual fraud should never be an assumed risk. Had this been a product of mine worth $500 and a buyer made this same claim would I just be out that cost? Are there actual safeguards for sellers on this platform, because I have asked that very question in this case and was met with seemingly no guarantee of recompense. Please let it be known, I am not angry. Upset, confused, hurt maybe… not fuming. I promise you, I could hop on a phone call right now and make a very pleasant and articulate case for why this is very silly and very unfair for a company to place the risk on the people using their platform and not assume it themselves, in matters of fraud. As it stands, they have suggested in their message here that they might make it right once the buyer gets a full refund (i.e. they get my $65 product for free) and the product is received back. I am more than happy to withdraw this BBB complaint if that is the case. If and when I get a full payout for the product I sent and my account does not have a negative review from a buyer who lied about the product they received, I will consider this matter resolved. I don’t actually want the buyer’s replacement card, I just want compensation for the value of the card I sent at the time that I sent it and my selling record to be restored and not to reflect an interaction with someone who is going to misrepresent me because they were willing to be dishonest. Otherwise, it should be publicly known to any person who is considering selling on their platform that they should not sell anything of value because the very fragile system in place allows for unprotected fraud. Seems some people have figured out they can take advantage of this system unchecked and that truly is a concern. I appreciate you taking the time to read this and to hear me out. Best Regards,***** ******

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Today is April 8, 2024 and I just received my cards back from TCG Player because they said that condition my cards were in they couldn't find a buyer for that specific condition..I just opened up my cards and they have punched holes through all my cards and said that they were counterfeit. I first got offered $999.00 for 26 cards and they only bought one from me for $10.53 after I had spent $90.00 plus another $14.00 that came from them from out the blue. I have my box where my cards came in and.i know they are not counterfeit. The card they bought came out the same pack. So I want my money or Im taking them to court. I wish I would have read their reviews before even dealing with them. How can you take it up on yourself to destroy someone else's property? This is an automatic violation and the value of these cards are going to be paid to me one way or another. I can't believe a company like this can be so low and commit fraud like this.

  Business response

  04/10/2024

  As per the Counterfeits section of the TCGplayer Player Trade-In/Buylist Terms of Service, which was agreed to as part of creating this Trade-in Offer************************************************************************************************************Should TCGplayer deem a card to be counterfeit, TCGplayer will notify the Player and then destroy the card.

  Customer response

  04/11/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. This business never received any counterfeit cards from me because I never had any. This company switched my cards out and sent me counterf cards. If I had counterfeit cards why would they buy any cards from me? They bought a card from me not only that I have all the receipts to show that this was fraud. They took $5 out of the money they paid me for the one card and used it to send me those cards they sent me. I will be adding all those photos. And I have an email stating why they did not buy my cards and it didn't say anything about counterfeit because again I never had counterfeit. They put on the buylist that I had cards missing which were clearly there. And this is for you to understand what these abbreviations mean. NM= near mint DM=damaged NMF= near mint foil DMF= damaged foil. Regards, ***** *****

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I created an account in 2022. That account got hacked and locked. I asked if I could have the account deleted, so I could start a new one. But I haven't received any response. I have attempted to create a new account multiple times, but those accounts get locked as well since they share the same information. I would like to create a new account and get the original account I made deleted. I have attempted to contact their customer service to rectify this issue, but they either do not respond at all or only reiterate that my account is locked with no helpful resolution.

  Business response

  04/23/2024

  Hello,My name is Stephanie, and I am a Lead with our Team TCGplayer Customer Experience team.In review of this customer's history, we have escalated to our Leads, Management, and Trust&Safety teams. At this time, we will not be moving forward with reinstating the customer's account nor allowing establishment of a new account based on trends, information, and activity associated with their history.Per the TCGplayer Terms of Service******************************************************8-Terms-of-Service"TCGplayer reserves the right to terminate a user’s participation in the TCGplayer Marketplace and other TCGplayer services at any time for any reason at its sole discretion, with or without notice to the user. Violation of our Terms of Services may result in a termination by TCGplayer. TCGplayer reserves the right to monitor user accounts to determine if policies or laws are being broken. TCGplayer reserves the right to remove or edit any content supplied by users. Any illegal or fraudulent activity may be reported to law enforcement or other third parties.If your account is terminated or we discontinue a service or your access to that service, we will not be liable to you for the effect that any changes to our services have on you, including your income or ability to generate revenue through those services."Thank you,StephanieTeam TCGplayer

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 02.13.24 I purchased a card from one of their sellers for $107.71. Given the value of this card I expected that this seller would have taken measures to ensure that this would get to me quickly and safely.. that was not the case. The absolute cheapest method of shipping was chosen which even arrived AFTER the quoted time from USPS and arrived in a top loader protective sleeve that was covered in some type of sticky residue. I put all this in a review on the sellers page and TCG Player removed it. I contacted customer service on 03.28.24 to see why my review was removed, as there were other similar reviews to mine, and Larissa- the customer support representative, told me that it was due to "inaccurate information". I asked how this was inaccurate when I did not slander the seller and everything stated in my review was based on facts. I stated that by removing my review they are not allowing buyers to make informed decisions since they are picking and choosing what reviews they allow to be posted. I would agree with their decision IF my review were to go against their guidelines, but it did NOT and I even told them that and proved to them they allow several other reviews with similar information to stay up but they singled out mine... more than likely because the seller complained. I would like for my review to be posted as it is within their guidelines and makes their business seem extremely untrustworthy by removing my review.

  Business response

  04/01/2024

  Hello,Thank you for reaching out. My name is Stephanie, and I am a Lead with Team TCGplayer.We want to sincerely apologize for any frustration or inconvenience the removal of Feedback on order ********************* has caused. While we are unable to reinstate removed Feedback due to our system's infrastructure, please know we're here to listen and make amends in any other way possible.We have provided $25 as Store Credit as a courtesy; the funds have been added to your TCGplayer account. You can access your store credit by logging into your TCGplayer account and clicking the “My Account” link at the top of the page. The store credit link will be on the left-hand side, when you click this link it will show you how much store credit you currently have available to you.Once you have added items to your cart you will see that the available store credit amount will automatically be deducted from your purchase total, you will have the opportunity to un-click the “Use your available store credit” button on the Review and Pay page before you submit your order.Moving forward we will be sure to utilize this instance as team feedback to mitigate these frustrations. We're always working on our tools and initiatives to make the site better, so we really appreciate your patience! We do research Feedback removals to be sure each instance is legitimate; we also review and refresh all rules and regulations directly with our team. This obviously doesn't alleviate the aggravation of having the Feedback for order ********************* removed, however we advise for future orders you leave Feedback that reflects your experience and use the Feedback others have left in choosing who to purchase from.We sincerely appreciate your time and apologize if this transaction has caused you frustration. We hope this will not deter you from leaving Feedback with our Sellers on TCGplayer in the future.Thank you,StephanieTeam TCGplayer

*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. ↩