ComplaintsforPanini America

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought basketball cards and hit a redemption of *************************** and waited years for them to send me my auto ..it was a expired redemption and they at first inform me years later that the cards only worth 50$ and then another **************** rep says it was expired so inwouldnt get full value anyway ....oooo so now ************** than 50$ but because it was expired your only going to give what you all feel like ??? im not the one who put redemptions in your product ......i told them and that they should honor there product then i was told to have nice day....shows how much they care and they decide to give me panini points instead in replace of the *************************** auto which is not worth only 50$ its worth way more than that and they refuse to make it right and there customer service is very rude and expect people to be ok with getting screwed and not having any consequences I want to be given a far value that's all I want ....the pictured I attached is not the exact card but its a *************************** auto #/49 just like mine last sold on **** is how we base market price and it sold for 350$ I want a replacement for atleast 300$ not 50$ that's ridiculous after waiting years for them to just do what they are doing theu should be more than accommodating just for making people wait that long but I warn you they are bunch of greedy individuals who could careless you can't even call and get anyone on the phone for god sakes how they are still in business is beyond me

  Business response

  04/12/2024

  Hello,
  Your ticket was expired, and we do not have the card available. If we did, we would have shipped it to you.  Please view our terms and conditions and understand that expired redemptions are provided with reward points at half the value of the redemption. You were given 900 points and that equates to an average card value of $130.  Im sorry if you dont like our terms and conditions, but you choose to agree to the terms and conditions when you buy our products. Regarding the comparison of your specific redemption and the picture you have attached, the picture shows a National Treasure card which is significantly more valuable than a Playoff Contenders Patches card.  The attached picture also shows that the card is the number 1 card out of 49, which factors into the sellers price that you see.  We went ahead and provided you with a replacement card to be generous, but I hope you will understand that it is not to be expected for any expired redemptions. 
  
  Please let me know if you have any questions about this and we will help you to the best of our ability.

  Business response

  04/12/2024

  Hello,
  Your ticket was expired, and we do not have the card available. If we did, we would have shipped it to you.  Please view our terms and conditions and understand that expired redemptions are provided with reward points at half the value of the redemption. You were given 900 points and that equates to an average card value of $130.  Im sorry if you dont like our terms and conditions, but you choose to agree to the terms and conditions when you buy our products. Regarding the comparison of your specific redemption and the picture you have attached, the picture shows a National Treasure card which is significantly more valuable than a Playoff Contenders Patches card.  The attached picture also shows that the card is the number 1 card out of 49, which factors into the sellers price that you see.  We went ahead and provided you with a replacement card to be generous, but I hope you will understand that it is not to be expected for any expired redemptions. 
  
  Please let me know if you have any questions about this and we will help you to the best of our ability.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Panini sells trading cards with autographs of sports stars and athletes. A product I purchased contained a Redemption. These have to be filed online and put in a queue to obtain the person's autograph.my Panini ticket redemption # is *******. I filed this redemption back in June 2023. I have yet to receive said item. A month ago I was offered to accept a Sparkle pack, a set pack of short print cards, as a replacement. I have accepted and have been advised ex it was escalated. This was last month, and they keep denying to answer my tickets I send. They advise it's been escalated. Let's just resolve this and send me the replacement already. 8+ months to obtain a purchase is a little insane.

  Business response

  04/10/2024

  Hello,
  We apologize for the time it takes to close out some of the *** tickets.  Your request was processed today, and we are sending your *** Sparkle Pack to the address on file.  Please contact us immediately if your current address does not match the address on file. Thank you!

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 2 different products from this company and in each product I found a redemption card that was good for a trading card autograph that they were unable to secure at the time of product release. I submitted both redemptions and several years later, when the company decided to purge themselves of redemptions submitted before 2017 I was given replacement points for one and replacement cards for the other. The company includes a letter that states you're given a card of equal or greater value. I researched both replacements based on market value and found that I received something that was clearly worth much less than the original cards I was supposed to get. I've contacted them multiple times over this issue and all they tell me is that they're sending my complaint to a tier 2 review. This is the second time I've lodged a complaint against this company over the same issue and I'm tired of waiting months to hear back from them (*** not received any correspondence in months from them). To purchase a product and then 8+ years later be told that I'm getting an equal or greater value replacement that turns out to be a complete fabrication is ridiculous and I'm sick and tired of dealing with this 2 faced company. I know their BBB rating is an F and they've already lost the rights to which they previously held for these hockey trading cards but when you see other companies like Upper Deck and Leaf, whom also manufacture hockey cards and have no issues with securing autographs from said players on the redemption cards makes me think that Panini made little or no effort to secure the autographs for these cards. *************************, ********************* and ************************* have all had autograph trading cards produced by these other companies after the release of the 2 products I purchased from Panini so there's no reason why I shouldn't have received the original cards I redeemed for. I want the original cards or replacements that are actually greater than or equal to for both redmptn

  Business response

  04/05/2024

  Hello,

  I'm sincerely sorry if you received a replacement for less than equal value of your original redemption.  Please provide me with your ticket number(s) and I will review the matter, so we can properly fulfill your ticket.  Thank you for your time and patience while we work through this together.  You can call us at ************** and mention your BBB Complaint (********). We may be able to assist you better there.

  Thank you!

  Customer response

  04/06/2024

  I am rejecting this response because:   resolution incomplete. Ticket #****** was for a 2011 ************************* autograph from contenders. Ticket #****** was for a 2012 *********************/************************* dual autograph from Classics signatures. Both were on card autographs. For the latter, you gave me 600pts which was literally a slap in the face. I've seen multiple products from Upper Deck, Leaf, etc where they've secured and inserted live autographs of both of these players, including on card versions so I fail to see how you were unable to produce said card. I'm wondering if you did in fact have the card made but used it as a replacement for someone else. For the former, you sent me a package of 3 autographs that included players who literally had a cup of coffee in the **** I did secondary market research for these 3 items and their combined total value was absurd compared to a player who's a future first ballot hall of famer and has a limited number of autographs on the secondary market. With that being said, I would've kept the Malkin auto had I gotten it bc my brother is a Penguins fan and anything Penguins I pull goes to him. I look forward to your response.

  Business response

  04/12/2024

  Hello,

  Your ticket number 898034 was expired, and we are only able to provide you with rewards points if the original card is unavailable.  For your other ticket, we are sending you an additional card to make up the difference.  Please contact us if you have any questions.

  Customer response

  04/19/2024

  I have reviewed the business response and accept this resolution. Although this was not the complete desired outcome I was looking for, Panini did make an effort to try and resolve the situation and I would like that to be noted.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Panini America Customer Service,I am writing to express my deep frustration and disappointment regarding the non-receipt of a redemption card that I purchased from Panini America in November 2022.Despite my anticipation and patience, I have yet to receive the aforementioned card, and this delay has caused considerable inconvenience and dissatisfaction on my part. As a dedicated collector and customer of ********************, I expected a timely and efficient delivery of my purchase.I kindly request immediate action to rectify this situation. Please expedite the shipment of the redemption card to my address at your earliest convenience. Failure to do so will leave me with no choice but to pursue legal action to obtain the product or seek a refund for the purchase.I trust that you understand the seriousness of this matter and the impact it has on your company's reputation and customer relations. I urge you to prioritize this issue and ensure prompt resolution.Thank you for your attention to this matter. I eagerly await your swift response and the delivery of my redemption card.Sincerely,

  Business response

  04/05/2024

  Hello,

  We apologize for the long wait and appreciate your patience. Currently, you can choose to either replace the redemption with a replacement card (another card of equal or greater value), Panini Points, or other alternatives that we have available. Due to the number of athletes returning cards after the release date, we are experiencing a backlog in fulfillment. Rest assured;we will fulfill requests as the players return their cards, but after reviewing your ticket, we will not be able to send out the original redemption. Unfortunately, it is not available in inventory to ship at this time. We do, however, have some equal value replacements available to fulfill your redemption. Please give me a call at the number below for more information.

  Hours: 8:00am 5:00pm (CST)Monday - Friday
  Toll-Free Redemption Line:**************

  
  Thank you for being a valued collector and we hope to hear from you soon!

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought several value packs from various Panini brands (zenith football, Donruss football, Donruss basketball). Cards were all damaged well beyond a PSA 7 grade and included some high end rookies and vets (******, *******, Nakua, *****, parallels etc). *** spent well over $30 sending them all back to Panini for replacements. In some cases theyve just sent them back and I resend them, and again, they come back. You cannot return these in-store, so this time consuming and expensive return process is the only course a consumer can follow. I just recently sent in 30+ cards. All were returned back to me along with an extra base card that sells for $1 on ***** Im simply asking for my damaged cards to be replaced or appropriate compensation. The total spent on the damaged cards when bought sealed has been $28 + sales tax. Shipping has been $29.25. Im asking Panini to make this right by either sending all of the correct replacements (and not making me send them back for a second or third time) or an actual replacement that meets the $60+ value thus far. Keep in mind, a PSA 10 of the ***** press proof alone is $100! Please make this right.

  Business response

  03/27/2024

  Hello ****,

  Unfortunately, some damaged products are considered "condition sensitive" which means that the cards are subject to particular types of defects.  When a card is deemed condition sensitive, we will not be able to provide replacements for that product, so a compensation card was sent for your efforts to return the cards. 

  Please give us a call and mention your BBB Complaint: ******** for more information.

  
  Hours: 8:00am 5:00pm (CDT) Monday - Friday
  Toll-********************* Line: **************

  Customer response

  03/27/2024

  I am rejecting this response because:  You did send me one card, but it's worth $1 (you can check sold prices on ******  I've spent well over $60 on the damaged cards and shipping.  Again, consumers are not allowed to return damaged merchandise to the retailer they bought it from.  So the only recourse is to send them back to you for a replacement (with the cost of shipping passed along to the consumer).  This is a "bait and switch" at best and flat out fraud at worst. Please make this right.

  Business response

  04/03/2024

  Unfortunately, we can not replace these cards.  Due to them being Condition Sensitive, we will not be able to compensate for the value of your cards.  I apologize for any inconvenience, but this is a final decision after reviewing your tickets.  The factory damage team analyzed the cards and sent you an extra card after recognizing your efforts to send them to us.

  In the future, I would advise you to call our customer service team and send pictures of your damaged cards to a representative for approval.  This would save you time and money before mailing in your products.

  Hours: 8:00am 5:00pm (CDT) Monday - ************************************ Line: **************

  Customer response

  04/03/2024

  I am rejecting this response because:   If I'm not allowed to return these to the store or purchase and only you, the company, what recourse is there for the consumer?  These were DAMAGED. Not even close to being gradable.  Corners completely bent in.  Is this something requiring a lawyer?

  Customer response

  04/15/2024

  I have filed a claim with the *****************************  This is borderline criminal that they are not allowing you to return damaged products!

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had purchased an expensive Panini One card box and when I opened it, the high value card has a scratched autograph. The card is still cased and sealed by Panini, so it was clearly done on Panini's side. When I contacted customer support for a replacement, they stated the card/product was more than 12 months past the release of the card and no replacement will be given. My issue lies on how is it the consumers fault that they buy a sealed box containing a sealed card and when it is opened with factory damage, there is nothing that can be done because the card/product was released at least 12 months ago.The card is out of /5 with a ******************************* rookie signature and holds good value but unfortunately not with a scratched signature.

  Business response

  03/27/2024

  Hello Kody,
  
  I apologize for the unfortunate circumstance regarding your damaged card.  I understand that, as a consumer, you are expecting a perfect product. We may not always produce a perfect product, but we do have processes and procedures put in place specifically for that issue.  If it was a product that was released within the past 12 months, we would absolutely take it in and have it replaced.  Unfortunately, if it is not within the past 12 months, we would not be able to fix any damages or send replacements.  I apologize for the damaged card, but I ask that you please refer to our Terms & Conditions on our website (www.paniniamerica.net) if you would like to go over the details.  Again, I am very sorry that we can not help with this issue, but please do not hesitate to contact us if you have any more questions or concerns.
  
  Hours: 8:00am 5:00pm (CST) Monday - Friday
  Toll-********************* Line: **************

  Customer response

  03/27/2024

  I am rejecting this response because:

  A Panini One box containing 1 single card, should not have such an issue as bad as mine. It is an autographed card numbered to only 5. I do not accept the response of "nothing can be done". At bare minimum, I should be compensated for the Panini One box of which had a factory damaged card. I understand you may have "terms", but as any consumer buying a sealed product from a card/Hobby shop, it should not matter the aging of said product. It contains ONE SEALED card, and that ONE card, should NOT have a scratched autograph. I could see less than perfect edges or corners, or perhaps a small blemish, but certainly not a scratched autograph. It is completely unacceptable that a company like Panini cannot work with a customer especially in my circumstance. 

  Sealed box, sealed card, damaged autograph, "nothing can be done by panini", please explain how that is right by any means. 

  Out of the hundreds and hundreds of *** card boxes I've opened and seen quality issues, this one Tops them all. I've said for years that Panini's quality control is terrible but I cannot believe the lack of customer support here.

  Business response

  04/03/2024

  Unfortunately, there is a 12-month period (after the release of the product) where the card is eligible for replacement if it is damaged.Also, if your card was not a redemption, we would not be able to do any replacement for a damaged card that is older than 12 months. If your card is a redemption, please let me know, and we can investigate this issue further.

  Customer response

  04/03/2024

  I am rejecting this response because: 

  As a consumer, I purchase an expensive Panani One box containing one single sealed card and the card is damaged, there is nothing that can be done? At the very least the box should be replaced by Panini. I say box because it only contains one card. As I said before, this card is out of 5. How could a scratched autograph on a card out of only 5, be acceptable?

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a *********************** auto redemption. I redeemed it almost a year ago and have not received the card or any response or anything. All I want is what is owed to me.

  Business response

  03/21/2024

  We apologize for the considerable wait and any inconvenience you have experienced after redeeming your redemption. Fulfilling our customer's redemptions can be a challenge when the athlete is not quick to sign.

  We understand your frustration, but we must ask for a bit of patience while we work through this. We are focused on working hard to get caught up with the older tickets in our system, and we apologize for longer than expected wait times.  I see that you have requested a replacement, and that will help speed up the process if we do not get the original redemption ready for fulfillment.  We sincerely apologize for the inconvenience and frustration caused by any delay. If you have any questions or concerns, please do not hesitate to call us and mention your BBB ticket number: 21408066
  Hours: 8:00am 5:00pm (CDT) Monday - Friday
  Toll-********************* Line: **************

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I spent considerable money on one of Panini's most expensive product which is "Immaculate Collection Basketball". These boxes goes for $1500 each and I spent much more than that to try and pull a great card.I finally pulled one of the most coveted cards in the set which is a *************************** and *************************** Dual Autograph card out of 25. This came as a redemption.On March 6th, I recieved this card in the mail. When I opened it, I noticed there was an extremely noticeable portion of the top center that was chipped and missed blue paint. You can see the white showing instantly and I'd estimate the damage is about half a finger nail in length. This level of surface damage would severely diminish the value of the card and this would very likely grade at a 6 or lower as a result. Even ungraded, this damage would likely cut the value in half of what is estimated at 3 to 4k+ card.Since this was still sealed in the Panini seal, I took pictures of the damage to prove it arrived like this. I uploaded this picture to Panini via a factory damaged card ticket and called in the next day. On the phone I was told that this would be considered minimal damage and not replaced. I asked a group of collectors online and over 75 comments agreed that this would severely impact the value and was unacceptable damage. I was in shock that Panini would let this card get through QA and then also refuse to compensate or replace. I was also told that even if they were to agree to replace it, they are just now finishing 2021 replacements. It is completely unacceptable that they would claim minimal damage and refuse to help when the damage is in the most noticeable area of the card and especially when it is a card of this value.I would like an agreement for replacement with a reasonable timeline or the difference in value of whatever this card grades to the average grade of a card such as this. They need to do a better job and have more integrity than this.

  Business response

  03/21/2024

  Hello *******,

  I sincerely apologize for any miscommunication, but our factory damage staff has reviewed your ticket and we have accepted it as more than minimal damage.  It will be worked through our processes and procedures as a factory damaged card. Please be patient while we are working through a vast amount tickets, and this will be handled.
  
  Thank you for your time and consideration while we work towards a better customer experience.

  Customer response

  03/21/2024

  I am rejecting this response because:   Thank you for acknowledging the damage and agreeing on replacing this card. I really appreciate your willingness to rectify this issue. Before agreeing to this resolution, I would like to clarify a few details to ensure a smooth resolution:

  
  Timeline for Replacement: Could you provide me with an approximate timeline for the replacement process? Understanding the expected duration for sourcing a new card and any shipping or processing times will help to manage my expectations and I believe this is a fair request given this cards value.
  

  
  Guarantee of Exact Replacement: I would appreciate it if you could confirm in writing that the replacement card will be of this card and not an alternative.

  
  Communication During the Process: I would also like to request regular updates regarding the status of the replacement. I believe once a month would be reasonable. Could you specify how and when you will communicate with me throughout this process? This will help in maintaining transparency and ensuring that I am kept informed at every step.

  Thanks

  Business response

  03/27/2024

  Hello *******,
  
  Please understand that the amount of customers that we work with absolutely eliminates our ability to provide frequent updates throughout the waiting period.  We will update you when we are closing out your ticket, or when you reach out to us for any inquiry.  In regards to your request for a timeline of what to expect, we simply have too many tickets to give an accurate estimate.  Your card is received and in our system, so I can assure you that it will be worked. I apologize for any inconvenience and our absolute intention is to give you an exact replacement, as long as an exact replacement is available when your ticket is being fulfilled.  If an exact replacement is not available, we will have to provide an equal value replacement.
  
  Thank you for your time and consideration. Please call us if you have any immediate questions or concerns!
  Hours: 8:00am 5:00pm (CST) Monday - Friday
  Toll-********************* Line: ************** 

  Customer response

  03/28/2024

  I am rejecting this response because: 

  Dear *******,

  While I recognize the complexities of your operations, I must stress that it is fundamentally the responsibility of the business, not the consumer, to efficiently manage internal processes and provide clear timelines for resolutions such as this.
  
  The lack of a definitive timeline for the replacement of my card places an unreasonable burden on me as a consumer. In a business transaction, especially one involving items of significant value and sentiment, prompt and transparent communication is not just a courtesy, but an obligation. It is essential for businesses to ensure that issues arising from their end are addressed without shifting the onus onto the customer.
  
  I am willing to be reasonable regarding the timeframe, understanding that certain processes take time. However, a broad range or estimated timeline would greatly aid in setting the right expectations and maintaining trust in this process.
  
  Should the exact card replacement prove unfeasible, which is in your control as both athletes are still under contract with Panini, I request detailed information on how the value of a potential alternative card would be determined. Its crucial that any replacement not only matches in monetary value but also in collectible significance. Id appreciate transparency in the valuation process and how customer perspectives are incorporated in determining an equitable replacement.
  
  My intention is not to unduly pressure Panini America but to seek a fair resolution to an issue that I, as a customer, had no part in creating. I value the reputation and customer service standards that ******************** represents and trust that this matter will be resolved in a manner that upholds these standards.
  
  Thank you for your prompt attention to this matter. I look forward to your response with an anticipated timeline and further details on the resolution process.

  If you would like to discuss on call, you may reach out as you have my number on file.
  
  Sincerely,
  
  *****************************
  

  Customer response

  03/29/2024

  Hi,

  I am not able to see my latest response that I made on March 28th in the communication history and I am not able to see my complaint in their company profile. 

  Could you please show me where I can see this?

  Customer response

  03/29/2024

  It is very concerning to me that Panini feels they can use "large number of tickets" as a reason to no be able to provide any sort of timeline. Not even a range.

  A business has the responsibility to manage these aspects and consumers have no control over this. Putting the burden on the consumer due to poor operations while charging an extreme premium for products is shocking to me. 

  They can control QA to mitigate issues, they can hire to speed resolutions, they can implement any number of procedures that are expected from a business of this size.  And even without this, to not have historical data or some way to give even a broad timeline speaks to them trying to avoid repercussions for potential failure to resolve this in the future. In essence, they have just said we will try to fix this but make no promises on if this will be in 6 months or 60 years or never. 

  At some point they need to be held accountable for what I belive border on illegal practices. If you choose to profit from selling products, you also are responsible to provide adequate service for those products.  They seem to think the consumer should be happy to just recieve acknowledgment that they will try.

  I've rarely seen a business of this size run operations like this.  Actually, I've never seen this. 

  Customer response

  04/12/2024

  Hello,

  I am happy to report that Panini replaced my card and was able to get it done much faster than I would have anticipated.

  I really appreciate how they handled after the initial response was not satisfactory. They exceeded my expectations with how quickly they adjusted their stance and got the cars replaced.

  Thank you to all involved. 

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I spoke to *********************** at Nationals in 2022 and was told to send in a ********************* Timeless Moments auto to be redeemed. **************** ended up combining all the tickets below on 1/20/23. I finally spoke to ***** again at Nationals 2023 and she advised she would send out 4 white boxes and some special cards for me and my sons to compensate us for the mass combining of tickets. To date I haven't been able to speak to her nor have I received what was promised. Comined Tickets #****** 192727,192726,192725,192724,192722,192720,192721,192719,192717,192718,192716,192715,192714,192713,192712,192711,192710,192709,192708,192707,192706,192705,192704,192703,192702,192701,192700,192699,192698,192697,192696,192695,192694,192693,192692,192691,192690,192689,192687,192685,192684,192683,192681,192680,192679,192678,192676,192675,192673,192672,192670,189413,189412,189411,189410,189409,189408,189407,189406,189405,189404,189403,189402,188400,188399,188398,188397,188396,188395,188393,188392,186921,186911,186910,186909,186908,186907,186906,186905,186904,186903,186770,186577,186489,186488,186487,186486,186485,186483,186482,186481,186480,186479,186478,186477,186476,186475,186474,186473,186472,186471,186469,186468,186466,186464,186463,186461,186343,186342,186341,175102

  Business response

  03/22/2024

  We apologize for the time it may take to resolve some of the outstanding issues we are working through, and we are thankful for your patience through this process.  After speaking with you, we are happy to close out your tickets and finally get this fulfilled. 

  Please feel free to contact the toll-free line I have provided below if you have any more questions or concerns!
  Hours:8:00am 5:00pm (CST) Monday - Friday
  Toll-********************* Line: **************

   

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  .redemption not fulfilled

  Business response

  03/18/2024

  Please confirm your ticket number and your address in order for us to proceed with fulfilling your request.

   

  Thank You

  Customer response

  04/08/2024

  I have been waiting 3 years for them to fulfill there redemption and send me my card or a replacement and this point its ridiculous I have been waiting way to long and nobody has answered there phone or called me back or responded to my emails

  Business response

  04/17/2024

  Hello,
  We are very sorry for the inconvenience of having to wait for your ticket to be fulfilled, but Im happy to let you know that we are sending you a replacement.  You should be very pleased with what is shipping to you now!  Please give us a call if you have any questions or concerns.  Thank you for being a valued collector of Panini!

*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. ↩