ComplaintsforPanini America

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This pack was to contain 8 cards this came with only 4.

  Business response

  02/21/2024

  You can submit a ******************* ticket through the 'Support' page on our website. (www.paniniamerica.net) Here, you will need to follow the steps completely in order to adequately submit the ***************** ticket to receive any missing product.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a panini product that had a mysterious weight rattling around in the box. Maybe someone at panini put this in here to mark the weight down because of pack-weighers in retail stores, but when I opened up my product all of my cards were damaged.

  Customer response

  02/08/2024

  All panini did was send me back my original damaged box and cards. They did not replace the item that I had purchased. 

  Business response

  02/21/2024

  In order to have your cards worked in 'Factory Damage', you must create a 'Factory Damage' ticket.  You will find this under our 'Support' page (www.paniniamerica.net).  You must follow the steps completely, in order to have your tickets/product assessed and/or replaced.  To find more information about the process, please visit our FAQ's page on our website.

  Customer response

  02/21/2024

  I am rejecting this response because:   
  

  how on earth did this piece of garbage end up in a box of panini product? Tell me whos you think its okay to have that rattling around the box and shipped internationally to ****** to retailers. Its not like this is the first instance of factory damage from panini products. Every sports card group on ******** details the stuff they are forced to accept from panini constantly. This isnt right. 

  Business response

  02/28/2024

  Hello,

  Your complaint is not something that we take lightly into consideration for Factory Damage Claims. We will be emailing your listed contact for further details of the complaint.  Please respond to that email for a better customer service experience. 

• Initial Complaint

  02/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company is hard to get ahold of through email.I messaged them multiple times expressing my concern with my card I got and that the time period if 120 days has expired and I would like to get my replacement as it has been 134 days.I get an email saying my 120 days has not been up when in fact it has been over that. I told them how many days it has been and haven't received a response back on that matter.I have made a handleful of other tickets regarding this problem since the beginning of January and still have not received a response.Panini Redemptions are a huge waste of time and I will not be wasting my time anymore with them.

  Business response

  02/16/2024

  I sincerely apologize for the response you received.  Please give us a call at our **************** Line: ************** for more up to date information.  Occasionally, we are able to provide redemptions and replacements in a quicker than expected manner.  At the moment, we are working through a backlog of replacement requests.  This may cause a delay in fulfilling replacement requests. Please be patient while we are working through the high volume of tickets.

  Customer response

  02/16/2024

  I am rejecting this response because:   It's ridiculous, everybody I've talked to experiences the same problem everytime they have Panini Redemptions. 

  The posting says "120 days you can request a replacement" if you guys don't have a replacement for the 120 days your page shouldn't say it. 

  Shouldn't have to wait 120 days and wait longer for a replacement when it clearly states that at/after 120 days you can file for a replacement. It makes no sense. 

   

  You guys gotta get your stuff together, I also have 2 other redemptions in my account that are past the 120 days now again and I'm told it can take up to ANOTHER 120 days for replacement?! Why did I just wait 120 days to begin with then?

   

  Myself and quite a few other people that stream and post breaks and have a good time will more than likely be done with this because it is getting out of hand.

   

  It's not our problem that you're behind on requests, we're customers and we just want what we were told we were gonna get to begin with, not wait 120 days, get nothing, have to wait another 120 days, for what.? A sparkle pack? Ridiculous.

  Business response

  02/27/2024

  We are working as fast as we can to catch up on all replacement requests.  If you would like to receive sparkle packs as a replacement, that would be the quickest way to receive a replacement (as long as the initial 120 day waiting period has been surpassed).  The initial 120 day waiting period is a set requirement.  We apologize for any inconvenience you may experience while we are working through these requests.

  Customer response

  02/27/2024

  I am rejecting this response because:   I've talked to multiple representives and the last one I talked to over weeks ago said my request was moved up to Tier 2 and I haven't heard a single word from anybody.

   

  I already told the last representative I would accept 4 sparkle packs for the (2) ************* autographed memorabilia redemptions I have in my account but never even got a response back from that.

   

  I do not want a sparkle pack/packs for the *************** autograph, I want that card fulfilled because it helps complete my set island he is my all time favorite wrestler and that is a fairly expensive card to just not have filled

  Customer response

  03/24/2024

  Company is failing to respond to my last BBB request, anything I can do about this?

  Customer response

  05/20/2024

  Still have not been able to get anywhere with the *************** autograph redemption. I had 2 different  redemptions I ended up just taking sparkle packs for.

   

  I would still love to get my *************** auto redemption, or the Rock or *************************** or ******************* or somebody just as big as him. He's a hard signature to get and very valuable. I haven't gotten a a single response on his redemptions and it's been well over a month maybe even 2 since last contact on his autograph

  Business response

  05/29/2024

  We apologize for any inconvenience or any issues that you may have experienced.  Fulfilling customersorders and expectations is an intricate system in the Sports/Trading Cards Business.  We try extremely hard to meet expectations and ensure that customers are cared for in the most efficient manner.  We are happy to have found a replacement suitable for your ticket, and you should be expecting it to be delivered soon!  Please give us a call if you have any more questions or concerns.

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

• Initial Complaint

  02/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a sealed box of football cards from the year 2020 last year and received a redemption card for an autographed ******************* rookie card. The card expired but I know this particular card was issued and signed as it is in circulation.Panini unilaterally issued me reward points in lieu of the card. The card has a value anywhere between $1,100 - $3,000.

  Business response

  02/16/2024

  Unfortunately, we did not have any more cards of your particular redemption available. Due to the redemption being expired, we are unable to provide you with any replacement, and in turn, your redemption is allotted rewards points. 

  Customer response

  02/16/2024

  I am rejecting this response because:   I purchased the sealed product. The business clearly had the item in circulation but likely chose to keep the card for the National convention to give to others. Unacceptable giving points when the cards to buy with them are always garbage or the good ones run out in seconds. 

  Customer response

  02/16/2024

  I am rejecting this response because:   I purchased the sealed product. The business clearly had the item in circulation but likely chose to keep the card for the National convention to give to others. Unacceptable giving points when the cards to buy with them are always garbage or the good ones run out in seconds. 

  Customer response

  02/16/2024

  I am rejecting this response because:   I purchased the sealed product. The business clearly had the item in circulation but likely chose to keep the card for the National convention to give to others. Unacceptable giving points when the cards to buy with them are always garbage or the good ones run out in seconds. 

  Customer response

  02/16/2024

  I am rejecting this response because:   I purchased the sealed product. The business clearly had the item in circulation but likely chose to keep the card for the National convention to give to others. Unacceptable giving points when the cards to buy with them are always garbage or the good ones run out in seconds. 

  Customer response

  02/16/2024

  I am rejecting this response because:   I purchased the sealed product. The business clearly had the item in circulation but likely chose to keep the card for the National convention to give to others. Unacceptable giving points when the cards to buy with them are always garbage or the good ones run out in seconds. 

  Customer response

  02/16/2024

  I am rejecting this response because:   I purchased the sealed product. The business clearly had the item in circulation but likely chose to keep the card for the National convention to give to others. Unacceptable giving points when the cards to buy with them are always garbage or the good ones run out in seconds. 

  Customer response

  02/16/2024

  I am rejecting this response because:   I purchased the sealed product. The business clearly had the item in circulation but likely chose to keep the card for the National convention to give to others. Unacceptable giving points when the cards to buy with them are always garbage or the good ones run out in seconds. 

  Business response

  02/22/2024

  Expired redemptions are, at this time, exclusively transferred into rewards points. I apologize for the inconvenience, but this is company policy.

  Customer response

  02/28/2024

  I am rejecting this response because:   this is an unacceptable response as prior phone calls with employees/agents from the company advised me to wait and at worst I would likely receive replacement items such as a black/white box or sparkle packs. Panini unilaterally placed reward points in my account. If this was company policy why did the company wait so long to put the rewards points into my account? That shows a lack of honesty and integrity on Panini's part. 

• Initial Complaint

  02/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Panini consistently gives out a redemption card with a code because they do not have the actual product in hand that they advertise in their products. There are thousands of people in numerous groups and hobbies that have this issue with the company. Some of the trading cards they have withheld for *****+ years. The value of some cards is into the $100,000k+ range. And they will offer about $200 worth of product back instead.

  Business response

  02/16/2024

  We apologize for the time it takes to fulfill redemptions. Occasionally, the athletes do not sign in the quickest manner.  We do provide replacements for outstanding tickets, and we do not want our customers to be waiting extended amounts of time. After a replacement has been requested, it is then worked once we reach it in the queue for replacement requests.  Please call us at ************** for more up to date information regarding your tickets.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 19th, I received 269 new cards from Panini America costing $1634 before taxes and shipping. 240 of 269 cards arrived damaged. The cause of almost all damage was physical shock and vibration during shipping. Some of the plastic cases containing the cards were also damaged, indicating that the shipping materials were insufficient in providing protection from physical forces during shipping. I took pictures of the damage upon unboxing the product.Per Panini's support instructions, I filed hundreds of individual service tickets for every damaged card. Their online ticketing system did not have player profiles for these cards, so I spent many hours searching for the closest profile for each of the 240 cards. I logged every ticket number, I ordered the cards according to the ticket numbers, and I paid insurance on the shipping to return the product.Panini received, reboxed, and shipped out the damaged product back to me within the same day. They did not adequately inspect the cards or provide a concession for any damages. None of the support tickets I had opened were processed or closed. Almost all the cards have no value now. The damaged product has cost me thousands in resale value. One card in particular, the ***************** Instant Rookie Autograph card, had arrived with a damaged corner. This card undamaged is selling for $6500. With damage, I cannot sell it for more than $1500. There are more examples like this among the damaged that Panini would not replace.

  Business response

  02/14/2024

  For your cards purchased through online sales, please send those back with 'Attention to: Online Sales'. (****************************** **********, ** *****) We will review these cards for replacement. For anything purchased with rewards points, please send to the same location with 'Attention to: Rewards'.  Anything purchased outside of those two departments, you will be required to create support tickets through our website before sending the cards to us with 'Attention to Factory Damage'. (www.paniniamerica.net) Once you send these back to us, you should call us at **************.

  Customer response

  02/14/2024

  I have a question for the business: The ***************** autographed card is now in a sealed PSA holder. Will it still be eligible for replacement?

  Customer response

  02/19/2024

  I am rejecting this response because:   I have a question for the business: The ***************** autographed card is now in a sealed PSA holder. Will it still be eligible for replacement?

  Business response

  02/27/2024

  If your card receives a grade below 7.5, then you may send it in for rectification through the factory damage process. You must create a factory damage ticket, and it must be within 12 months of the product's release date. A receipt is required to complete the process, unless it was originally a redemption. 

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Panini America published ON MEGA BOX PACKAGING of 2023 Prizm football trading cards sold by ******* that buyers could possibly find autographs in said boxes, however it has been determined that Panini America did not in fact include ANY autographed cards in the product packaged in this format. Consumers such as me were willing to pay the exorbitant amount of an average of $60 per box BECAUSE of the expectation of the chance to pull an autograph. Panini not actually including autographs even after publishing the chance of finding autographs on the actual boxes is the definition of false advertising and is in effect stealing from the consumer. I had purchased in excess of 70 boxes at a cost of over $6600 with an expectation of possible autographs, being misled by Panini America.

  Business response

  02/09/2024

  We sincerely apologize for the inconvenience and frustration caused by some boxes not containing hits. Keep in mind that most of our products are marketed as On Average because not every box is going to include an autograph or memorabilia card. Some hobby boxes do have guaranteed autographs or memorabilia, but they will be marketed as Guaranteed. Please call us if you have any more questions or concerns regarding this issue.

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

• Initial Complaint

  01/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have a redemption thru panini that they haven't fulfilled I also had 2 boxes of cards that did not have in them, what it said they were supposed to have and they haven't addressed these 2 complaints either. Attached are the items summaries for each complaint I have emailed them at least 50 times and they never respond

  Business response

  02/05/2024

  Hello, 

  I apologize for any inconvenience you may have experienced while waiting for your redemption to be fulfilled.  Due to the number of athletes returning cards after release date, we are experiencing a backlog in fulfilling some redemptions and replacement card requests.  Of course, we will be able to fulfill requests as *********** return their cards.  Also, for quality assurance tickets, we are experiencing a high volume with those as well, and we are working diligently to close out all of our customer's tickets as fast as we possibly can. We regret to inform you that longer than expected wait times may be seen as common for now, but we are certain that you will receive exactly what you need as soon as we get to your ticket. 

  Customer response

  02/05/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 16, 2021, I ordered a box of 2021 Elite Extra Edition baseball trading cards from Panini America for the cost of $106.63. The box was supposed to contain 25 total cards, 8 of which would be autographed. The box I received only contained 20 cards, 7 of which were autographed. I was shorted 5 cards, 1 of which should be autographed. I submitted a support ticket to Panini America on January 6, 2022. They responded on January 20, 2024. OVER 2 YEARS LATER. And their resolution was to send me 1 autographed 2021 Elite Extra Edition card, 3 cards from 2022 Donruss and 1 card from 2020 Diamond Kings. 2022 Donruss and 2020 Diamond Kings are not acceptable replacements because 1) it was not what I ordered, 2) 2022 Donruss and 2020 Diamond Kings are lower end, cheaper cards (Elite Extra Edition cost approximately $4.26 per card, while 2022 Donruss cost approximately $0.46 per card and 2020 Diamond Kings cost approximately $0.83 per card), and 3) 2021 Elite Extra Edition cards are scarce, all serial numbered to 999 or less. 2022 Donruss and 2020 Diamond Kings are produced at MUCH higher levels. While production numbers are unknown, it's likely 5-10x higher based on some easy math. Those 4 cards are plainly unacceptable replacements. I proceeded to call Panini America customer service on January 22, 2024. I inquired as to why my request took 2 years and why I'm receiving inadequate replacements. The representative responded that the investigation into my missing cards took 2 years because they had to make sure I wasn't lying to get free stuff. If that wasn't insulting enough, he then said today's market value on Elite Extra Edition cards is equal to what I was receiving. When I pressed further on that, he admitted it was because they likely had no Elite Extra Edition cards left to send. Which goes back to why did my request take 2 years? I would like Panini America to provide me with 4 replacement cards that are closer in value to what I paid for.

  Business response

  02/05/2024

  Hello, 

  After reviewing this with the ***************** Team, they have determined that the replacements sent to you we're, in fact, substantial enough to cover the value that was initially missing.

   

  Customer response

  02/05/2024

  I am rejecting this response because:   As stated in my original complaint, the replacement cards I received are objectively much lower quality, and much lower value than what I received.  The fact that the "quality assurance" team says otherwise is laughable.

  Business response

  02/14/2024

  There are recent completed sales of 2021 Elite Extra Edition cards for around $1.  We provided equivalent value by sending your replacement cards. As far as the time it took to have your ticket completed, I would be more than happy to provide you with a substantially fair amount of points.

  Customer response

  02/14/2024

  I am rejecting this response because:   Completed sales of $1 are irrelevant.  I purchased unopened packs from Panini, not singles from the secondary market.  Take the worst players from ANY product, and you will find $1 "comparable" sales.  If these are acceptable replacements, how come Donruss boxes are less expensive per card?  Your own pricing contradicts your claim.  Secondly, points are ABSOLUTELY not acceptable, as those are a scam in of itself.  Because if I try to use my points, I get charged shipping and handling! So it costs me money to use them.  It should not cost me money to be compensated for something I was cheated out of.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased 2020 Panini ***** National Treasures through Panini website and received ************************* Signatures Bronze (out of 15) redemption card. This 'national treasure' box purchased through Panini was done by ***** auction, which I have paid over $8000. As part of the cards in this box, I received a ************************* signature card. However, Panini has not honored this and chose without notice to cancel my redemption and give panini points. I know they state that this is possible but it seems that Panini is abusing and misleading its customers. My issue is that the point given, which is suppose to be close to equal value of the redemption card that I pulled, is not even close. Panini website does not provide good enough cards to purchase through points and even when they do, it is only available for a very short time. This causes customers to have to do EXTRA work and spend time always waiting and looking for when these drops happen which is not being considered when giving these points out instead of the promised redemption cards. If Panini does not have these cards available at hand, they should not sell these extremely expensive card boxes advertising that you have a chance to pull these cards. Also, Panini should not make customers have an expiration date for redemption cards since it is Panini's fault to NOT having these cards in the first place and having to use a 'redemption card' as a replacement. If this is not false advertising I don't know what else is. I hope Panini loses all control over collectible cards associated with any sports.

  Business response

  02/05/2024

  Hello, 

  Our products contain redemptions much like other companies in the hobby.  After some time passes, those redemptions will expire, and we will only be able to provide points for those redemptions at half the value of the redemption.  

*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. ↩