Complaints

This profile includes complaints for The Pokemon Company International, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

The Pokemon Company International, Inc. has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  The Pokemon Company International, Inc.

  10400 NE 4th St Ste 2800 Bellevue, WA 98004-5186

• 

  Pokemon USA

  400 Madison Ave, 21st Fl New York, NY 10017

• 

  Pokemon USA

  1177 6th Avenue, 31st Floor New York, NY 10038

• 

  Pokemon USA

  1177 6th Avenue, 31st Floor New York, NY 10038

• 

  Pokemon USA

  1177 6th Avenue, 31st Floor New York, NY 10038

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order from Pokmon Center that included a Squirtle Blue Leather ****** Card Case and it was delivered on Feb. 11. Upon opening the package, I immediately noticed that the card case appeared to have been usedit showed visible signs of wear, including scuff marks and dirt. I returned the item using the official return label provided by Pokmon Center, along with the original packaging and invoice, as per their return policy. According to ****** official website, the return package was delivered and signed for on February 17, 2024.Since the return, I have contacted customer service multiple times throughout February, March, and April. Each time, I was told that my case had been "escalated to the appropriate team," but I never received any follow-up or resolution. There was complete silence for months, despite my repeated ************ late April, I submitted another support request where I expressed that, due to the continued lack of communication, I might consider exploring legal options. In response, Pokmon Center accused me of threatening legal action and refused to handle my case further. To clarify, I did not threaten any harmI only expressed my right as a consumer to seek external assistance if necessary(please find my request email and their response in supporting documents). I submitted another follow-up ticket on April 28, clearly stating that I would not pursue legal action and simply wanted my refund processed. I have received no response since ******* this point, I feel I have exhausted all internal channels. I am requesting a full refund of $54.36, which includes the item cost and NY sales tax. The return was made properly, with all original materials, and I believe I am fully entitled to a refund based on the return policy.

  Business Response

  Date: 05/05/2025

  Hello ****,

  
  Thank you for reaching out to us. We are sorry for the delay. Your ticket has not been lost, or forgotten. Due to a recent surge in purchases and tickets, our Pokemon Center team has been backlogged with requests. They are working as quickly as they can in the order they are received. I have asked an agent to review the information in question and reach out to you as soon as they are able to. It should not be long.

   

  Thank you and have a great day.

  The Pokemon Company International Support Team.

  Customer Answer

  Date: 05/08/2025

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

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered via ****** and didn't realize until after the order was placed that it is set to go to the wrong address. I tried to edit the order, there appears to not be an option for this. I tried to re-order, then the website blocked me from the site altogether. I emailed support to no avail. Chat support does not connect you to a human to help.

  Business Response

  Date: 05/02/2025

  Hello ****,

  
  Thank you for reaching out to us. Please note, we see a ticket in our system that was a direct email. Please be aware that direct email questions are automatically closed. You should have received an automated response directing you to the appropriate support portal. If you visit ********************************** you can create a ticket or chat with a live agent who can assist you with your issue.

  
  Thank you and have a great day.
  
  The Pokemon Company International Support Team.

• Initial Complaint

  Date:05/01/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on April 11th and received a notification from ***** on April 21st stating that this order had been delivered at 1:24 pm. ***** tracking information included a proof of delivery photo that I immediately realized was not taken anywhere within my apartment building. I thoroughly searched for the delivery anyway when I got home at 5pm and immediately contacted ***** to report the package as missing. Ultimately, ***** concluded on April 22nd that they were unable to locate my package and directed me to contact the shipper to report a lost or missing package. I contacted Pokemon Center support immediately and was told that because there was a proof of delivery photo, my support ticket would be closed. I provided additional information and proof that the photo that ***** provided was proof that they had misdelivered and lost my order but received no further response. I work customer support for a small business and am familiar with the process of reporting lost packages for customers whose orders were misdelivered by shipping carriers. It is distressing to me that in spite of ample proof that my order has been lost through no fault of my own, no effort has been made to correct this issue. I'd be willing to submit a video recording confirming that the delivery photo ***** provided was not taken at my address. I really want to place an order for a much more costly item, but if I can't trust a company with $35 then I certainly can't trust them with $400.

  Business Response

  Date: 05/02/2025

  Hello Allie,

  
  Thank you for reaching out to us. I have asked an agent from Pokemon Center to reach out to you regarding your issue. You should hear from someone very soon.

  
  Thank you and have a great day.

  The Pokemon Company International Support Team.

  Customer Answer

  Date: 05/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Additionally, my order was delivered to my address yesterday, though I have no idea whether it went through a mailing service and if so, which one. I'm just glad to have received my order in spite of ******* mistake!
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is purposely printing less and less product every day and they have lied to the public about a massive restock. When they are only releasing product inventory that was already set to release that they were holding onto. that company keeps pushing out new sets claiming older ones are being reprinted but they are only selling items sitting in their warehouse. This company has no intentions on supplying the current demand for these older sets and promises made by this company! This company should be shut down effectively for lying the the public about their actual agenda. They literally cant keep up enough on older sets their trying to make new ones but those arent even readily available causing stores like target to charge 4 times over msrp!!!!! This is ridiculous im taking someone to court about this because neither target or pokemon center has anything to say about either of these things. And releasing inventory today was slated for a past release day doesnt save your a** nobody is stupid. If yall cant stop making new sets and fix the problem with the current sets. Im going to *** *** Pokemon to court for bad business practice and etc.

  Business Response

  Date: 04/29/2025

  Hello C ***,
  
  Thank you for contacting Pokmon Support.
  
  We appreciate you for taking the time to send us your feedback/suggestion. We regularly share feedback and suggestions with internal teams and will pass your message along to them. ****** encourages customers to submit feedback and comments to help us improve your experience. Even though we do not always implement every suggestion, we read and pay attention to every single comment.
  
  
  Thank you for supporting Pokmon!

  The Pokemon Company International Support Team.

• Initial Complaint

  Date:04/24/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 23, 2025, and on April 24, 2025, I attempted to make purchases with the ************************** website. On April 23, 2025, for the Prismatic Evolutions Elite Trainer Box, and on April 24, 2025, for the Destined Rivals Elite Trainer Box and Destined Rivals Booster Box. Pokemoncenter implements a queue system to help prevent "botters and scalpers" from entering their page and ordering large sums of products. Every time I have attempted to normally access their website, I have ZERO problems. Every time they implement the queue system, I am usually on the page, ready to place my order, and every time I am ready to do so I get a pokeball spinning on my order page or them kicking me out of the page and back into the queue system. I cannot understand how a company who is trying to help their consumers is making it this difficult to get orders through. Why are scalpers and botters able to immediately put 10+ orders up on **** and here we are unable to make a single purchase. The customer service piece is just as bad as I have to talk to an online bot to get anyone to even contact me. The online bot takes forever to get through the million questions that aren't even relevant to my situation as I am just trying to get customer service to answer me. Their typical responses are just blaming the process and saying they have no control of what happens with the queue and website. Well then who's job is it? They run the page not consumers. It is not my job to ensure I have a smooth website process - it is their job. Why is it so hard to get any help to have an order honored? If they actually looked closer at peoples orders they would probably be able to see people ordering multiples and multiples and multiples of items and give back to the people who deserve them. I am so livid as a collector as I cannot get anything for MSRP and I refuse to pay flippers x3 x4 times the cost because they want to fluff their pocket with money.

  Business Response

  Date: 04/25/2025

  Hello ******,
  
  Thank you for reaching out to ***
  
  Thank you for taking the time to send us this feedback. We regularly share such information with relevant parties and will pass your message along to them.
  
  Pokmon Center encourages customers to submit feedback and comments, which we use to help improve our services. Even though we do not always implement every suggestion, we read and pay attention to every single comment. Please note that you may not receive another response regarding this.
  
  Please note that we are aware of issues with our site and ordering system and we are diligently working to improve the experience every day as much as we can.
  
  Thank you and have a great day.

  The Pokmon Company International Support Team.

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23247206
  
  I am rejecting this response because: they didnt provide any solution to my problem. Just the same as when I email them. No use in making suggestions when it doesnt change anything and Im still out of my chance to get products.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The box arrived heavily damaged and when I opened the box the item that was purchased was heavily damaged as well. I took pictures before I opened the box and after. I opened a ticket with Pokemon International and they are saying this is normal wear and tear during shipping and that I am out of luck as they have a no returns policy on trading cards. It is the sellers responsibility to get the goods to the buyer in an acceptable condition. They also have the option to file a claim against ***** for the damage. This is not an unreasonable request and their online customer support is very unhelpful.

  Business Response

  Date: 04/25/2025

  Hello *******,

  
  Thank you for reaching out to us. Please note, the information provided by our agents is correct. As the packaging is there to protect the included contents, there may occasionally be shipping issues with the outer wrapper. Additionally, due to the mention of charge backs through your financial institution, we are unable to continue assisting with the issue in question. 

  Thank you and have a great day.
  
  The Pokemon Company International Support Team.

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23246720
  
  I am rejecting this response because:
  
  Pokmon Company International made no attempt to fix the issue. The item did not get delivered in a usable condition. This is on the seller not the buyer. In addition, I said I would go to my financial institution if you were not going to fix the issue. Which you automatically stopped corresponding even though I had not done so. You make it impossible to do a return even though the item is clearly damaged. That is not how business is done. You have insurance on everything that you send out and can file the necessary claims with your shipping provider and choose not to do this. I do not have those options and you want me to take a loss for something that I did not do. Unacceptable. 
  Sincerely,
  
  ******* ********

  Business Response

  Date: 04/29/2025

  Hello *******,
  
  Thank you for the follow up. Please note, we do not have any additional assistance we are able to provide. As mentioned,  the information provided by our agents is correct. As the packaging is there to protect the included contents, there may occasionally be shipping issues with the outer wrapper however, the cards or product included would be considered not in need of exchange or return Additionally, we are unfortunately unable to continue assistance once charge backs through your financial institution are mentioned.

  
  Thank you and have a great day.
  
  The Pokemon Company International Support Team.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23246720
  
  I am rejecting this response because:
  It is obvious from the photos that the one piece of packaging that was used did not adequately protect the item during shipping. The item was subsequently crushed and the contents are unusable. How is the customers fault and why should I be forced to accept this? 
  Sincerely,
  
  ******* ********

  Business Response

  Date: 05/01/2025

  Hello *******,
  
  Thank you for the follow up. Please note, we do not have any additional assistance we are able to provide. As mentioned,  the information provided by our agents is correct. As the packaging is there to protect the included contents, there may occasionally be shipping issues with the outer wrapper however, the cards or product included would be considered not in need of exchange or return Additionally, we are unfortunately unable to continue assistance once charge backs through your financial institution are mentioned.
  
  Thank you and have a great day.
  
  The Pokemon Company International Support Team.

• Initial Complaint

  Date:04/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered product from Pokemon Center on 4/10/2025 I received my package on 4/18 upon arrival i notice the package being super light Being that i had only bought one box of packs i thought it was normal.When i opened it there was bubble wrap inside and a packing list, no product!I send Pokemon Center a message right away with pictures. i get an email saying reasons why you may be missing product, FAQ and contact us. I "contact them" which is just sending a claim which i had previously done. I again get a "resons why your item may be missing""FAQ" contact us. I then on 4/21 go in and wait for the chat bot to finally transfer me to an Agent. The agent says " We sent you the product" the box was delivered, nothing we can do, if you do any claims moving forward they will be rejected and this chat is now closed!" what kind of customer service is this? so i get an empty box and they can just say sorry not our problem? i am out of my money and have no replacement of refund. Not sure how a company can be allowed to operate this way!

  Business Response

  Date: 04/22/2025

  Hello Mariana,

  
  Thank you for reaching out to us. Please note, we have provided all information we are able to regarding the issue in question through the three tickets that were submitted. All information we have shows the package delivered successfully. Due to how our items are packaged and shipped, the box would not be empty. We understand that this may not be the answer you are hoping for.

  
  Thank you and have a great day.

   

  The Pokemon Company International Support Team.

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23231374
  
  I am rejecting this response because:
  

  although i do understand that the product was shipped in a box and that the box was delivered to my address, the box was with the courier for days, i too work in a place where we are shipping product and product gets damaged or lost in transit often, thats why theres an insurance the courier provides, to simply imply I am lying about receiving an empty box seems unfair 

  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 04/25/2025

  Hello Mariana,
  
  Thank you for the follow up. At this time, we have provided all information we are able to. As mentioned, all information we have shows the package delivered successfully. Due to how our items are packaged and shipped, the box would not be empty due to the multiple checks performed before the item is sent. We understand that this may not be the answer you are hoping for, however we do not have any additional information or assistance we are able to provide.
  
  Thank you and have a great day.

  The Pokemon Company International Support Team.

• Initial Complaint

  Date:04/19/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Pokemon cards (five Temporal Forces booster bundles) from the Pokemon Center on March 4, 2025. The box I received from Pokemon Center on March 7, 2025 was completely empty with no cards inside. I contacted Pokemon Center and all they did was tell me the tracking number says it was delivered, so it was delivered, and then they did nothing. They made me feel terrible and refused to acknowledge my empty package. I disputed with ****** since I was supposed to have buyer protection for things such as missing items or not receiving products as described, but they decided that since my tracking number says delivered that it didnt matter. My package was completely empty but I ordered FIVE Temporal Forces booster bundles for a total of THIRTY Temporal Forces booster packs total and there was nothing inside the package delivered from Pokemon Center. Theyve refused to offer a refund.

  Business Response

  Date: 04/22/2025

  Hello Hunter,

  
  Thank you for reaching out to us. Please note, the information provided by our agents is all we are able to offer. As mentioned by the agent, all information, including the delivery picture shows the item arrived intact. Due to how our items are shipped, the package would not be empty. As such, we are unable to offer a refund. Additionally, we are unable to assist under the threat of a chargeback. As you mentioned multiple times that you would do so, and the delivery information shows all items shipped and the picture shows the item delivered, we do not have any additional assistance we are able to offer.

  
  Thank you and have a great day.
  
  The Pokemon Company International Support Team.

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23225337
  
  I am rejecting this response because: you say the items are delivered in the files shown but there are no items seen in the files shown. What is shown is an empty box with no items inside, like how it arrived. There are no Temporal Forces booster bundles seen. Where do you see them? Can you point out the Temporal Forces booster bundles in the pictures? Please show me when you find them.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/25/2025

  Hello ******,
  
  Thank you for the follow up. As mentioned, the information provided by our agents is all we are able to offer. As responded to in the ticket by the agent, all information, including the delivery picture shows the item arrived intact. Due to how our items are shipped, the package would not be empty as they are checked repeatedly before shipping. As such, we are unable to offer a refund. Additionally, we are unable to assist under the threat of a chargeback. As you mentioned multiple times that you would do so, and the delivery information shows all items shipped and the picture shows the item delivered, we do not have any additional assistance we are able to offer.
  
  Thank you and have a great day.
  
  The Pokemon Company International Support Team.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23225337
  
  I am rejecting this response because: there is plenty of evidence to suggest that the packages were stolen from a specific ***** center with packages sent by Pokemon Center. Your lack of investigation is pathetic and karma will get Pokemon Center for their lack of effort to ensure their supporters are getting the product they bought. A ******** Pokemon group was able to a better investigation than your customer service agent. Seems like plenty of other people complained about Pokmon Centers response to the situation. Someone even said Pokemon Center made me feel like a criminal for asking for their money back since, guess what, you didnt successfully deliver the product that they purchased. You really treat us all terribly for supporting you. I have plenty more photos of people receiving empty Pokemon Center packages, all pertaining to packages sent by you to a specific ***** location. Do you want to continue with the games and keep going, or are you going to do the right thing and send a refund like a business with decency?

  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/16/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought my son a ******* crown Elite trainer box for Christmas 2024. The box was opened on Christmas day ************************************************************************* the same place. After looking at the packs of cards we found all the packs where cut and some of the cards where damaged. We contacted pokemon in the support section of there web site and after a few email we where told to ship the damaged cards and packs to **************************************************************************************************************. I did just that on Jan 17 2025, and we haven't heard anything back from them not even a package received email. My tracking showes it arrived Jan 21st 2025. I have emailed and called and have not received a single response.

  Business Response

  Date: 04/22/2025

  Hello *******,

  
  Thank you for reaching out to us. We apologize for the delay. We are currently working through a back log of tickets and are working as quickly as we can to ensure that they are all handled. I do see your open ticket in our system and I have asked an agent to review the ticket and reach out to you as quickly as they can with an update on your issue. You should hear back from someone soon.

  
  Thank you and have a great day.
  
  The Pokemon Company International Support Team.

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23213652
  
  I am rejecting this response because:
  The response stated that they would reach out to me and I still have not received anything from them about this matter. I understand that they're backlogged, but I would like them to at least respond to my emails asking if they even received the products that I shipped to them in January, as requested. The tracking shows delivered in January and they said they would update me after they received the items. I have heard nothing from them even though I have emailed asking for updates numerous times. 
  Sincerely,
  
  ******* ********

  Business Response

  Date: 05/05/2025

  Hello *******,

  
  Thank you for the follow up. We apologize for the delay in replying while we researched your issue. I have asked an agent to reach out to you and you should hear back from someone no later than tomorrow May 6th.

   

  Thank you and have a great day.

  
  The Pokemon Company International Support Team.

  Customer Answer

  Date: 05/05/2025

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

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A modern company with no contact or effective customer support system in place. the website ************************** has incorrectly flagged my IP address and blocked access to site, despite no actual behavior warranting being flagged occurring. An ongoing issue for months and the company does nothing to respond to the issue.

  Business Response

  Date: 04/16/2025

   

  Hello *******,

  Thank you for reaching out to us. Please note, we do see you have a ticket in our system opened yesterday, 4/15/2024. Someone will reach out and assist with your issue as soon as they are able to. Due to the recent surge in activity, orders and support tickets, we are experiencing a backlog in requests. As soon as an agent is available to help, they will reach out through your open ticket (number 2899627.) As we respond to requests in the order they were received, you should hear from someone soon.

   

  Thank you and have a great day.

  The Pokemon Company International Support Team.

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23207601
  
  I am rejecting this response because:

  despite notification that my complaint with the company directly had been heard and was being responded to shortly it has been almost a week with no contact from Pokemon Centers Support.  I accept the idea that you are busy but to ensure eventual resolution I will wait to accept/resolve this Case through the BBB until I have heard from the Pokemon Centers customer support directly and the issue is resolved.  
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 04/25/2025

  Hello *******,

  
  Thank you for the follow up. Please note, we are aware that you are waiting on a response and resolution however, we are unable to provide an exact time for our response due to the backlog. We have made our Pokemon Center team aware of the issue and they will respond as soon as they are able to. At this time, as we have provided all information we are able to and we have made that team aware that you are awaiting a reply, there is no further information or assistance we can provide through the BBB.
  
  Thank you and have a great day.
  
  The Pokemon Company International Support Team.

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23207601
  
  I am rejecting this response because: the issue is still not resolved, and I understand the reasoning.  I am simply keeping this open until the issue is eventually fixed.  Once thats the case I will close the case, I understand this may take time and there is a backlog, I in no way am intending to rush/jump ahead in that backlog.  Just keeping this open to ensure that eventually it will be resolved.  I hope thats understandable and greatly appreciate the responses/time spent so far.  
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 05/02/2025

  Hello *******,

  Thank you for the follow up. Please note that there is no other information we are able to provide through the BBB. While we are working as quickly as we can to resolve issues and someone will reach out to you once we are able to, the BBB complaint will not afford any additional assistance or information. We understand that this may not be the answer you are looking for, however, due to the nature of the issue and our steps in place regarding orders and website access, there is no further assistance we can provide. Due to the recent influx of tickets and orders through Pokemon Center, we are working as fast as we can. Someone will reach out to you soon. 

   

  Thank you and have a great day.
  
  The Pokemon Company International Support Team.

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23207601
  
  I am rejecting this response because:

  matter still not resolved, bots still able to check out and humans unable.  Hire more humans if your companys AI/Software isnt doing good enough of a job filtering out real from fake purchase IPs.  Also hire more people if theres such an issue with being so busy all the time that the company cant regularly support its customers effectively.  Here are quotes from other customers grabbed from a post where someone was selling 100 Pokmon Center Exclusive boxes for $270/box.  How does that exist and I cant buy one stinking box.  Ill resolve this case when my issues are resolved. 
  
  Sincerely,
  
  ******* *****