ComplaintsforPanini America

• Initial Complaint

  03/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  In May 2023 I sent Panini America a card that was damaged back to their quality control division. In December, I inquired on the status of the card and I was told that it would be sent to me within the next few weeks. After speaking with them on the phone, they advise me that they would give me something in exchange Since the card was not ready, they emailed me a list of cards that they were planning on sending me. I responded to the email and was told that the cards would go out. Two weeks later, I called for an update and was told that the cards were sent to somebody else and then they would try and resolve my issue. They offered me no resolution and took away the offer which I have an email from the company and have not returned any of my calls. Since when I do call I am told I will get a phone call back, but no one has ever responded.

  Business response

  03/19/2024

  After speaking with you on the phone, I want to thank you for your time and patience as we worked through this together.  We apologize for any inconvenience and miscommunication, but we are happy to have found a resolution. Please reach out if you have any more questions or concerns.

  Customer response

  03/19/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  They will not send me out my card they owe me. They have sent out every card from this redemption set except mine, because it's the best one, the LAMELO BALL LOGOMAN 1/1. BELOW IS THE REDEMPTION CARD NUMBER AND AITS ALSO SCREEN-SHOTED. I WANY MY CARD. I've been patient and kind with them. It's one lie after another from Panini. The 1/1 card is always signed first by the player, they they say they don't have it but sent out all the others from this set, The Immaculate Collection 2020-21. Please help me, thank you. Best regards, Sgt ******************************************* #***(/ 1)

  Business response

  03/19/2024

  Hello ******,

  Unfortunately, we are unable to provide you with this particular redemption due to the fact that we have not received it back from the athlete to have it fulfilled and shipped to you.  Please let me know if you would like to elect for a replacement, and don't hesitate to reach out to us if you have any more questions or concerns.  

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

  Customer response

  03/20/2024

  I am rejecting this response because:   Panini has a signed contract with the *** player from the ********** Hornets, Lamelo Ball for him to sign his redemption cards. The 1/1 cards, the card I'm owed,  most always are signed first by the player and returned. *** a representative from Panini called me and told me Lamelo Ball isn't returning his 1/1's cards back to them. Ok, I trust he has no reason to lie about that, and that *** be true? My question then becomes, why isn't Lamelo Ball being held accountable for honoring his contract with Panini and s******* over me and the consumer base? Makes no sense? Lamelo Ball makes 32 million dollars a season. Why isn't the acquisition teams reaching out to ***********'s agent, or him directly? Why isn't Panini's lawyers reaching out to Lamelo Ball for not honoring his agreement with Panini? And why is it only his 1/1 cards that Lamelo Ball isn't returing to Panini? So many questions? The math is funny and seems not to add up? 
  
  I might be willing to take the same card of *********************** ?
  
  
  Please continue to help. Best regards, ****** ***************************************. PH ************. EMAIL: **********************
  
   ty again.
  
  
  
  

  Customer response

  03/20/2024

   am rejecting this response because:   Panini has a signed contract with the *** player from the ********** Hornets, Lamelo Ball for him to sign his redemption cards. The 1/1 cards, the card I'm owed,  most always are signed first by the player and returned. *** a representative from Panini called me and told me Lamelo Ball isn't returning his 1/1's cards back to them. Ok, I trust he has no reason to lie about that, and that *** be true? My question then becomes, why isn't Lamelo Ball being held accountable for honoring his contract with Panini and s******* over me and the consumer base? Makes no sense? Lamelo Ball makes 32 million dollars a season. Why isn't the acquisition teams reaching out to ***********'s agent, or him directly? Why isn't Panini's lawyers reaching out to Lamelo Ball for not honoring his agreement with Panini? And why is it only his 1/1 cards that Lamelo Ball isn't returing to Panini? So many questions? The math is funny and seems not to add up? 
  
  
  I might be willing to take the same card of *********************** ?
  
  
  
  
  Please continue to help. Best regards, ****** ***************************************. PH ************. EMAIL: **********************
  
  
   ty again.
  
  

  Business response

  03/28/2024

  Hello, 

  Unfortunately, athletes are not always the most prudent and cooperative when it comes to signing cards.  In order to keep these athletes in good standing with us, we generally allow them a substantial amount of time before any repercussions are considered.

  With that being said we have made you an equal value replacement option, and we are generously waiting for your approval. We do reserve the right to send you an equal value replacement at any time after waiting six months for the original redemption.  If you can confirm that you would like to receive the card that we have available, we can close the ticket and move forward with our best available option.

  Thank you for your time and consideration.

  Customer response

  03/28/2024

  I am rejecting this response because:  They did not offer a card of equal value. They offered me a 2019 *******, his Rookie season was 2013-14.

  I will consider a Gianni 1/1 RPA rookie card.

  -or

  a *********************** rookie RPA 1/1

   

  Panini is claiming *********** signed all but his 1/1s ?

   

  Again wheres Paninis acquisitions team Attys ? 
  

  
  
  

  Business response

  05/09/2024

  We were in contact with the customer during the past week, and both sides have agreed that the tickets in question are completely fulfilled.  We are expecting a positive review from ********************.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2023-24 Prizm Basketball 3 boxes purchased on release day 2/21/2024. On average should receive 2 autographs each box. Only 1/6 expected autographs present. This is not an isolated incident with many others missing autographs in their boxes. Q/C stamps missing from boxes and submitted a claim that required me to ship the boxes back to Panini. They closed out the ticket and sent value bin autographs from last years product. When I called to discuss this further I was told that it was "on average" and nothing is guaranteed. I was told that they didn't need to do anything for me and often tickets get closed out with no replacements provided. A few quotes from discussion with customer service "It's like gambling you're not going to get your money back." "We took care of you, be happy with what you got." When asked to speak with a manager I was told "I know what's going to happen they are just going to close the ticket again." I would like to reach a fair resolution to this incident.

  Business response

  03/12/2024

  If a box, case or pack is missing any guaranteed cards, we will provide product that meets the criteria for each individual box, case or pack.  When boxes state that certain cards are included "On Average", there is no guarantee that you will be provided the product that is listed as "On Average".  I apologize for any miscommunication or distasteful verbiage from the call center, and we will be working towards a better customer experience. Unfortunately, we will not be able to provide you with what you are requesting, as it is far from reasonable accommodation, and ultimately, we are not liable when an "On Average" product is not included. If you have any further information, we will review it to be certain that we absolutely do what is necessary to provide you with adequate service.  

  Customer response

  03/14/2024

  I am rejecting this response because:   I do not feel it is far from reasonable when a precedent has already been made with the breaker firehands who has tweeted how this same thing happened to them and another breaker and they were alotted new boxes. I do think it is far from reasonable when the on average trope is being used when it seems like it's closer to 1.5 autos on average. ***** at Sports card investor, hitman rips and run good life have all came across this issue and have videos on ******** I also think it's unreasonable that no public statement has been made in regard to this issue. It's also unreasonable to charge $1k for a box that didn't get a quality control stamp and then get all floor veteran auto replacements from an old product that sells for $300 a box less for hobby format and $700 a box less for the fast break format. I am open to other resolutions such as sparkle packs or points but being gaslighted is not acceptable.

  Business response

  03/22/2024

  We do apologize for the unfortunate possibility of opening boxes that contain less than the advertised "On Average" amount of hits, but this may occur due to the enormous amount of boxes/cases and packs that are sold.  There is no need for a public statement because we adhere to the "On Average" promotion.  The frustration with your concern is understandable, but we will not provide any additional product at this time.  I do apologize for any unfortunate or inconvenient experience you may have, but this matter is within the terms and conditions you agree to when buying certain products. 

  If you would like to discuss this further, please contact us at the toll-free line I have provided below, and mention your BBB Complaint: 21358901.
  Hours:8:00am 5:00pm (CST) Monday - Friday
  Toll-********************* Line: **************

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I enter a redemption code I got from a pack of card. I've been waiting two year for card. I got a replacement pack in the mail. That was missing the numbered card. I reached out to panini. They told me I need to submit a claim and gave me a link. Although it do not work in the database no open tickets.

  Business response

  03/08/2024

  Please create a ticket under the support page, for ***************** (Missing Advertised Product).  Once the ticket is created, we will be able to fix the issue.

• Initial Complaint

  02/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2/24/2024 RE:2023 Panini Prizm (*****) (Basketball) Box Panini ***************** Ticket Id: **************************** QC NUMBER: 1C0QJBHJ I have been a sports cards collector for decades and have bought countless blasters and hobby boxes over the years. This year I bought the 2023 Panini Prizm ***** basketball hobby box for $1,007.41. After opening all the packs in the box, there was only 1 autograph to be found. The box advertises 2 autographs on average. I understand the word on average, but when customers buy these expensive boxes, Panini should show some overall consistency between all of the boxes. In my history of buying hobby boxes, other products were more accurate when advertising the number of autographs included. I believe that the overall average is NOT 2 autographs per box due to the evidence the card community has discovered by opening cases of this set. See the two ******* videos below. ****************************************************************** This reparable sports cards channel were missing 2 autographs. ******************************************************************** This second reputable sports cards channel discusses stories of other customers missing autographs. I would like Panini to make this situation right with me and the card collecting community who buy their products. Ultimately, this seems to be false advertisement and Panini is trying to get away with shorting their customers since they used the words on average. I would like the agency to do some discovery to see if Paninis database does provide proof of their advertisement claims. I appreciate the agencys time and effort in protecting consumers. **** ****

  Business response

  03/08/2024

  Hello,

  As you stated in your complaint, boxes are advertised to contain hits, but it is not a guarantee.  Some boxes do guarantee certain items, but if it says "On Average" then you may or may not receive more or less than the advertised amount.  I sincerely apologize that you and your associates did not find the amount of hits you were hoping to find, but it is a possibility.  If you bought a box and missed out on any guaranteed product, please let me know, and I will be glad to help rectify the issue.  

• Initial Complaint

  02/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Panini America has not fulfilled a redemption for a trading card that I have been waiting on since April 2020. They continue to do this to customers and face no penalties.

  Business response

  03/08/2024

  Hello ****,

  For your ticket, it looks like we never received the cards to have them shipped out, and you haven't requested a replacement.  If you would like to receive a replacement, we will be glad to help with that, once you make the request. 

  Customer response

  03/17/2024

  I am rejecting this response because: they initially reached out via email to fix the issue but have failed to respond since. This was on March 5, 2024. 

  Business response

  03/19/2024

  We want to thank you for your patience while we reached a resolution! Please let us know if you have any questions or concerns!

  Customer response

  03/19/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  02/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have tried and tried multiple times to call, email and contact panini regarding the multiple redemption requests, and damaged card replacement requests. None have been answers. My redemptions have a time frame dating back to 4 months to over 1 year. Many cards I have redemptions for have been seen on **** and other resale platforms but for some reason, I don't have mine, nor an answer for when i should be expecting those. I have heard nothing and seen nothing but complaints about panini, and with how much money people spend with this company, you would think they would have found a better solution by now. Again, i have tried reaching out time and time again, receiving no answer of when i should be expecting these cards. Cards that i have been waiting on have gone down in value. I am just not happy with the lack of customer service. They claim that they are busy with emails, however, if they fixed the redemption issues, they wouldn't have so many angry customers. This is absolutely DISGUSTING what they do to paying customers...especially just leaving them in the dark.

  Business response

  03/04/2024

  Hello,

  If you are having trouble contacting us, I am going to provide you our phone number and hours of operation at the end of this message.  After looking over your account, I see there is one ticket in particular that is outside of the expected wait time.  I will be sending this over to our replacement team to have it worked as soon as possible including your other tickets to have them completed sooner than later.  For your other tickets, we apologize for the current wait time, but we are working through the queue as quick as we possibly can.  Once you request a replacement, you are placed in the queue, and we work from oldest to newest.  For factory damage tickets, wait times are longer than previously expected, and we are sincerely sorry.  If you would like a quicker resolution and more information, please call our toll free number: **************.  

  We are available to receive phone calls Monday through Friday - 8:30AM to 5:00PM CST

• Initial Complaint

  02/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent in a redemption card for ************************* auto, Boys of summer gold over a year ago. I have contacted Panini America 6 times. 3 times by e-mail and 3 times by phone. I keep getting excuses blaming the player on the card. I have requested something of equal value in Baseball only. Nothing has been resolved on any of my requests.

  Business response

  03/04/2024

  Hello, 

  We apologize to inconvenience you with longer than expected wait times. We are working through quite a lot of tickets on backlog and, after looking over your ticket, I can assure you that we will be getting your ticket completed very soon.  If you have any more questions, please have your BBB Complaint ID and call us at ************** between 8:30AM and 5:00PM CST, Monday through Friday.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company will not fulfill my redemptions even though it has been over 2 years. I requested to have a redemption replacement but I have still not received anything. I contacted their support number a year ago to which they answered and said that ******************* would sign the card and I would receive it shortly, which didnt happen. I have tried to email and call their redemption support numerous times but they havent responded once since.

  Business response

  02/29/2024

  Hello,

  We apologize for the time it took to fulfill your redemption. After speaking with you on the phone, we are happy to have reached a resolution. Please give us a call if you have any questions or concerns. 

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1. Issue #1 I bought a box of cards from panini and there was an issue with my order(I was missing cards that were guaranteed in the boxes I bought). I was told to ship everything back and so I did. They later sent me an email saying my request had been fulfilled with a tracking number. After getting the package I was given items from the wrong set. After this happened I had to create a new ticket because the old one's are automatically closed by panini with no way to reopen them. In my new ticket request I added my new address and I shipped them the package back.Once they got my item, they opened my old ticket request instead of using the new one I was forced to create.My old ticket had my old address which I didn't live in anymore so guess what happened? They sent me an email saying they fulfilled my request and sent the package to my old address.Because of this I immediately had to send a letter to them and it's been over a year with no response. No nothing. I've been out over $2000 because of this.I emailed and guess what? My mother died of covid yet I still had to work and Panini used COVID as the reasoning to why they haven't gotten to my ticket yet. This has been there only response to my 50+ emails to them.2. Issue 2 I sent in a card for replacement because it was factory damaged. This was in 2022 that I sent and created a ticket with the company yet I've yet to hear anything back or get anything back.3.issue 3 I bought a box of cards with missing items and created a ticket on June 2022 and haven't heard or received anything.

  Business response

  02/26/2024

  After reviewing your account we have decided the following: For ticket *****, we will be closing the ticket as it does not meet the requirements to be eligible for QA. Genesis ***** are not guaranteed in this product. For ticket *****, we will be sending an autographed card from 2020 mosaic Serie A soccer. For ticket ******, we will be sending an equal value replacement football card in place of the damaged ***************************** card. 

  Customer response

  02/26/2024

  I am rejecting this response because: It was a response asking me to explain each issue I have.

  Business response

  03/05/2024

  Yes, we have reached out to you so that we could fully understand your situation.  After reviewing your account, we are fulfilling your tickets as previously stated in the last response.

  Customer response

  03/05/2024

  I am rejecting this response because:  The business has made no attempts to resolve any of my issues. I responded to the email with the information they requested and nothing has happened since then. No progress has been made since my original complaint.

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