ComplaintsforThe Pokemon Company International, Inc.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have made several purchases through the Pokmon Go app. I have paid for Go events and other services through the app. The other day, 06-18-2024, when logging in, a message popped up which stated my app was permanently terminated. There was no other type of communication/ written communication in which violations were specified, nor were the funds returned to my bank account. There are several things I have not been able to use which are paid events that have not happened yet, coins, and other things. The pre-paid events were pre-paid in advance several months ago. I have paid quite a bit over the past several years for specific things through the app which they have blocked me from accessing.

  Business response

  06/26/2024

  Hello *****,

  
  Thank you for reaching out to us. Please note, the Pokemon Company International does not produce, program or support the Pokemon GO application. For any issues with purchases and accounts, please reach out to the developer Niantic. You can reach them here: ****************************************************************. Please understand that we do not have the capability, tools or back end access to be able to assist with Pokemon GO. 

  
  Thank you and have a great day!

  
  The Pokemon Company International Support Team.

• Initial Complaint

  06/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Attempted to recover my digital trading card account with the ********************. Sent my photo ID for verification and I was rejected due to my birthday not matching in their system. I have $1,000s invested in the digital code cards and it is all tied to my verified gmail account (same one used to file this complaint.) No compensation was offered for the loss of the account and the ********************** quoted vague Terms and Conditions which are predatory as no one on their team verifies your information (human error) when creating the account. . To replace what was taken, would cost more today than it did when I created the account. I have years of emails I can share which shows I am the owner of the account. Justification for the removal of my account was due to me making a mistake on my personal details and them feeling like "they" cannot verify me. Resolution would be a replacement of my account, as all I want to do is gain access to what was lost.

  Business response

  06/02/2024

  Hello *****,

  
  Thank you for reaching out to us. As mentioned under ticket ******* in our system, the information provided did not match what was registered to the account to prove ownership. The terms of use quoted does state that we ask that all information provided during registration be accurate. This is to ensure that this exact situation does not occur and the account can be verified. Since the information was not able to be verified, the account was removed.

  At this time, due to our processes and complying with the Child Online Privacy and Protection Act as well as our terms of use, the account was removed from our system.

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

  Customer response

  06/02/2024

   
  Complaint: 21790852
  
  I am rejecting this response because: Email was verified and account history  was shared with customer service for verification. Gained access to account via email address, prior to deletion (no help of CS). Customer Support team took proactive steps to remove my account after I gained access which does not make sense since it required me to verify a form of information to receive the reset email. Only way I could gain access was by verifying myself which the company is claiming they could not and is justification for the removal of the account. 

  They also asked me to submit my children's birthdays and my photo ID via email with no option to upload the details through a secure portal. Quoting the legal act to protect children and their PPI requires a secure portal for sharing details, which was not provided. So the operations of the company are designed to leverage "T&Cs" when it benefits them, but is goes against the best interests of their consumers of their service. 

  ^If everything contained in the app was free, I would have no gripe with the removal of the account. However, *********** is driven by the purchase of physical products sold by the company  , so policies to verify need to be "fair" for consumers and consumers should have multiple " secure paths" enabled for recovery. The company also has a strict policy about updating any information submitted by the consumer, even when you engage directly with their customer support team. Everything is designed so Pokemon can pull the rug out when ever they see fit and consumers deserve a warning and protection. The more research I do online, the more I see the impact of these policies. 

  I gained access to my account and ********************** deleted it. This is wrong. I don't care what your T & Cs say, I verified myself. 

   

   

   

   

  
  *************************

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a few different issues that are connected. My sons Pokemon Unite team registered for Naic in ***********. Issue #1 My son is a minor and so selected me as his companion spectator pass. I received the email to register the pass at *********************** however when I try to register it it says select the $0 option and there is NO $0 option it wants me to pay all over again. Issue #2 - We purchased 2 adult 3 day spectator badges and 1 youth 3 day spectator badge. For my husband , his sister and a friend. However when I go to the attendee portal it says 0 badges registered . And 1 pass purchased and that one needs to be registered. When I click to register that one it pulls up my husbands info and birthday but says youth badge and still wont let it register without paying again. No $0 package there. My receipt shows all 3 purchases totaling $75 it also shows this receipt in my portal. I have spent weeks trying to fix this issue and have reached out to support via email multiple times with no help or fix given. I should not be required to file a BBB COMPLAINT just to have what is obviously an issue on your end fixed and resolved. The amount of stress this has caused me is ridiculous. Ive included screenshots from my attendee portal. I can go in and get more screenshots if necessary but you should be able to see lol of tho for yourselves as well. Thank you for your prompt attention to this since we get on a plane in 10 days for this event.

  Business response

  05/27/2024

  Hello ******,

  
  Thank you for reaching out to us. We do see you have an open request through our Play! Pokemon support under #*******. The last communication was this past Thursday the 23rd. I apologize for the delay! Our offices were closed Friday and this Monday the 27th. As soon as we return to the office, someone will review the information and reach back out to you through that open ticket.

  
  Thank you and have a great day.

  
  The Pokemon Company International Support Team.

  Customer response

  05/28/2024

   
  Complaint: 21753075
  
  I am rejecting this response because: I waited as you asked until today when you were back open.
  However you are now closed again for the day and not one person reached out to me through my open support ticket.

  I am really starting to freak out as we get on a plane for this event in just 6 days and we still do not have any tickets registered despite having paid for them in April. *** spent thousands of dollars on this trip for our son to compete with. His team. Ive been working ************************************************************************************************************************ my account. 

  Ive been trying to resolve this for weeks now, please help me! 
  
  Sincerely,
  
  *********************

  Business response

  05/29/2024

  Hello ******,

  
  Thank you for the follow up. I apologize for the delay while we work through our back log of tickets from the holiday closure. We are working as quickly as we can and someone will reach out to you soon.

  
  Thank you and have a great day.

  
  The Pokemon Company International Support Team.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/6/24 I ordered a Cubone skateboard from the Pokemon Center for $273.73. I received the package on 4/12/24 and the skateboard came damaged it was a manufacturing issue were the metal rod was defective and the wheel could not be attached securely.I reached out to customer service on 4/12/24 and they said they needed to escalate the issue to see if I can return the skateboard. I provided them photos of everything and they approved the return on 4/18/24 they gave me me a few options to resolve the issue and I chose to send back the damaged skateboard and they would send me a replacement.They provided a prepaid shipping label and I sent it back to them. I followed up with them on 5/2/24 and they confirmed they received the return and they would process my replacement and could take up to 14 days. I have been following up and have not received my replacement and it is now 5/20/24. I have been dealing with this for over a month and since it was the company's issue I would think they would have sent me my replacement right away. That would be good service.

  Business response

  05/20/2024

  Hello ******,

  
  Thank you for reaching out to us. I do apologize for the delay. Your replacement is currently in process and will be shipped soon. We are slightly backed up at this time with orders and replacements and we are working to ship them out as quickly as possible. Your issue has definitely not been forgotten! We will let you know through your support ticket once it has been shipped.

   

  Thank you for your time and patience and have a great day.
  
  The Pokemon Company International Support Team.

  Customer response

  05/20/2024

   
  Complaint: 21734276
  
  I am rejecting this response because: This still does not give me any idea when I will receive the replacement product. I have been patiently waiting for a month now. I would like my replacement to be shipped sooner than later as it seems I won't have the skateboard until June and that will be TWO months since I originally purchased it. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company defrauded me bought an entire premium collection box and not a single alternate art or starter was in the pack the odds of which are a statistical improbability. Meaning they fraudulently set up boxes this way to deceive customers. A simple ****** shows this is the case for this particular item. I am seeking a replacement or a refund as stores don't refund open packs.

  Business response

  05/20/2024

  Hello *****,

  Thank you for contacting Pokmon Support!
  
  Each booster pack contains 10 game cards: 4 commons, 3 uncommons, and 3 foils (at least one of which will be rare or higher). Each booster pack also contains 1 Energy card and 1 code card that can be redeemed in Pokmon TCG Live. Note: sets prior to Scarlet ***** Violet only guarantee at least 1 reverse foil card per booster pack. These are the only commitments we make for each booster pack. With our collections, there are various things that *** be included such as promotional cards visible through the clear plastic window or in the case of our Elite Trainer Boxes, dice, card dividers and sleeves. As long as the proper number of packs were received, everything was included.

  
  Thank you and have a great day!

  The Pokemon Company International Support Team.

  Customer response

  05/20/2024

   
  Complaint: 21730613
  
  I am rejecting this response because: typical company response while s******* over their customers. I will no longer purchase ********************** products and will pull away all my friends that play it to another tcg owned by someone else.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 28th we used the Pokemon Kiosk, my daughter bought 2 booster packs. Only one came out. We call the number on the Kiosk, the agent watched the video inside the Kiosk and saw the second pack fall into a hole so it never came out. We were told she would be refunded for the second pack in 3-5 days. On May 7th we still had not received the refund, I called and was told they had an issue getting the refund back on the card, but could not give me details on the issue. Then asked if I have PayPal, which I do not. So they said they needed to escalate the issue. It is now May 13th and I still have not received the refund and no response or update on the refund/issue.

  Business response

  05/14/2024

  Hello ******,

  
  Thank you for reaching out to us. I apologize for the delay! Your refund is being processed. Unfortunately we are having issues with our refund processor at this time. We are working to clear those issues and your refund should be applied soon. If you provided an email address during your phone call with an agent, we will notify you through that email. If you do not receive it within this next week, please reach out to us through support.pokemon.com and we can work with you through that ticket.

   

  Thank you for your time and patience and have a great day.

  
  The Pokemon Company International Support Team.

  Customer response

  05/20/2024

   
  Complaint: 21704812
  
  I am rejecting this response because:

  It has been almost a month at this point. The only resolution offered was to send the money via PayPal. I do not have PayPal and I am requesting a check be mailed. 
  
  Sincerely,
  
  ***************************

  Business response

  05/20/2024

  Hello ******,

  
  Thank you for the follow up. Please note, we do see there is ongoing assistance being provided through your ticket 2159692 in our system. At this time we ask that you work with our agents on a resolution as they would be able to assist and working with two different avenues of support *** cause issues such as confusion and delays. Our agents are working internally and with supervisors to provide the most information and the best resolution for you.

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

• Initial Complaint

  05/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  www.pokemoncenter.com will not allow a purchase and their support refuses to address the issue. I have attempted to make a purchase with multiple browsers and devices and constantly receive a purchase error.As this is the only company that creates and distributes this product, they need to immediately fix any technical issues associated with their website.

  Business response

  05/13/2024

  Hello ******,
  
  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. Pokmon 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.
  
  While we have provided all information we are able to regarding your issue, occasionally our system may reject purchases if there are discrepancies in addresses, billing addresses and other information. 
  
  Thank you for supporting Pokmon!

  Customer response

  05/13/2024

   
  Complaint: 21700103
  
  I am rejecting this response because:

  I have several previous orders using the same billing information provided.  Also,  I have tried other credit cards and still have the same issue.

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

  Business response

  05/14/2024

  Hello ******,

  
  Thank you for the follow up. Unfortunately we do not have any additional assistance or information we are able to provide as our automated system is rejecting the purchases. As mentioned, this may be an issue with any mismatched information regarding billing and shipping and possibly method of payment restrictions or your region. We would recommend possibly contacting the bank or method of payment processor ****** Mastercard, etc).

  
  Thank you and have a great day.

  
  The Pokemon Company International Support Team.

  Customer response

  05/14/2024

   
  Complaint: 21700103
  
  I am rejecting this response because:

  Again, I have this exact information used before.  I actually looked at my pending pre order and your company somehow has the expiration date wrong from my card.

  Fix your payment processor.  It is unacceptable.

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

  Business response

  05/14/2024

  Hello ******,

  
  Thank you for the follow up. Please note, the only information in our system is entered during the ordering stage. Unfortunately we do not have any additional details we are able to provide. We apologize for any issues however, we have done everything we can to resolve the issue.

  
  Thank you and have a great day.

  
  The Pokemon Company International Support Team.

  Customer response

  05/14/2024

   
  Complaint: 21700103
  
  I am rejecting this response because:

  business refuses to have tech support address issues with payment processors 

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

• Initial Complaint

  05/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  May 2024, Pokmon Center released an exclusive 579 Pearlescent Pichu Funko POP!, which I purchased 2 of for both of my kids. They shipped this item out to me via ****** however, when I finally received it, the box was completely destroyed on one side and greatly damaged one of these exclusive items. I reached out to Pokmon Center support and was told that they would not offer any kind of refund or exchange, even though the item I received was not in the condition expected. Minor damage, understandable, but almost all Funko collectors keep these items in the boxes and are thus part of the appeal to collecting these. That said, one of the two managed to survive, while the other was greatly damaged. Having bought these for my kids, they are now fighting over the one that did not suffer damage and Pokmon Center could only provide a pre-written response regarding not offering refunds or exchanges, despite this being an exclusive collectible item. I don't believe that this is the stance that should be taken when they are providing such an exclusive item.Pokmon is the highest grossing media franchise of all time and they can't even guarantee that items purchased from their own store are packaged in a way that they survive ******* abuse and make it to the paying customer in good condition? I understand accidents happen, but the lack of the company taking any accountability at all is what is frustrating. Other retailers do a much better job with this, it is so disappointing that ******'s own store cannot.

  Business response

  05/13/2024

  Hello ******,

  
  Thank you for reaching out to us. The information provided by our agents is all we are able to provide regarding the issue. As the items in question are not damaged and the box is intended to protect the included figure, a refund would not be needed in this instance.

  
  Thank you for your time and patience and have a great day.

  
  The Pokemon Company International Support Team.

  Customer response

  05/13/2024

   
  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

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 10 of these: Pokmon TCG: V Strikers Tin (Tyranitar V) from the Pokemon Center website, which advertise contents of 5 Chilling Reign booster packs inside each tin. Nowhere on the webpage advertising these tins for sale does it indicate the packs that come inside the tins may vary. When I received the tins, I opened 4 of them and none of the four contained any Chilling Reign Booster packs. I reached out to Pokemon Center to return the 6 remaining unopened tins and was told that packs vary by tin and I would not be able to return them.I explained the webpage advertising the tins I purchased did not indicate packs may vary, but the customer service rep refused to allow a return. A request to speak to a manager was denied.Total price I paid for the 6 tins I'd like to return (including tax) was $160.80.

  Business response

  05/10/2024

  Hello *****,

  
  Thank you for reaching out to us. Please note, the information provided by our agents is correct. The items included are randomized except the promotional card visible through the clear plastic window. This has been the same formula we have used for all of our tins. Unless otherwise specified, all tins include random packs. This can be differentiated by the following:

  **************************************************************************************************************

  In this tin, youll find:
  A foil card featuring Tyranitar V
  5 Pokmon TCG booster packs (Each Sword & Shield Series and Sun & Moon Series booster pack contains 10 cards and 1 basic Energy. Each XY Series booster pack contains 10 cards.)
  A code card for the Pokmon Trading Card Game Online

  Below you can see the description for an Elite Trainer Box. Please note in the description that it includes specific packs:

  **********************************************************************************************************************************************************************************

  This Pokmon TCG: Sword & ShieldFusion Strike Pokmon Center Elite Trainer Box can be found only at Pokmon Center and comes with exclusive accessoriesan extra set of 65 card sleeves and a metallic coinplus 10 booster packs (two more than in a standard Elite Trainer Box).
  10 Pokmon TCG: Sword & ShieldFusion Strike booster packs
  65 card sleeves featuring Genesect
  65 card sleeves featuring Mew
  45 Pokmon TCG Energy cards
  A players guide to the Sword & ShieldFusion Strike expansion
  A Pokmon TCG rulebook
  6 damage-counter dice
  1 competition-legal coin-flip die
  1 metallic coin featuring Mew
  2 acrylic condition markers
  A box to hold everything, with 4 dividers to keep it organized
  A code card for the Pokmon Trading Card Game Online

  If a product contains random items, it will indicate the number of packs included but will not mention specific series. The description in the tin that includes the number of cards in each pack is in case the packs included are from those specific eras or sets and does not indicate what will be included.

  
  We apologize for any confusion however you did receive all items as indicated by the description and a refund is not needed.

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

  Customer response

  05/10/2024

   
  Complaint: 21656173
  
  I am rejecting this response because:

  It's not relevant what Pokemon Center's internal policy is regarding packs contained in tins.  The web page that advertised the tins for sale DID NOT indicate the packs contained would be random and DID have a picture of 5 specific packs.  None of those 5 packs were included in the tins I purchased.

  This is the literal definition of false advertising.  PDF screenshot of webpage I included with my original complaint proves the above statement.

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

  Business response

  05/13/2024

  Hello *****,

  
  Thank you for the follow up. As noted in the advertising on the website and our initial reply, the items were advertised as containing a specific number of packs. This information is also present on the back of the item wrapper once purchased. Unless the advertising and wrapper denote what specific series the packs are, they will always be random. Additionally, pictures are for promotional purposes only. In this instance, as you received the correct number of packs, there is no need for a refund or exchange.

  
  Thank you and have a great day.

  
  The Pokemon Company International Support Team.

  Customer response

  05/13/2024

   
  Complaint: 21656173
  
  I am rejecting this response because:
  

  I clearly understand your internal policy of: "Unless the advertising wrapper denote what specific packs in the series they packs are, they will always be random."  Be advised your internal policy does not override/overrule federal law related to false advertising.   Section 43(a) of the ****** Act says false advertising has occurred when: (1) Any person who, on or in connection with any goods or services, or any container for goods, uses in commerce any word, term, name, symbol, or device, or any combination thereof, or any false designation of origin, false or misleading description of fact, or false or misleading representation of fact, which
  (A) is likely to cause confusion, or to cause mistake, or to deceive as to the affiliation, connection, or association of such person with another person, or as to the origin, sponsorship, or approval of his or her goods, services, or commercial activities by another person,"

  When Pokemon Center puts a picture of 5 specific packs on the webpage that advertises a tin for sale and the ONLY way I know those exact packs aren't necessarily inside is if I'm aware of Pokemon Center's internal policy related to the wrapper . . . that IS false advertising.  There is no question.  

  Pokemon Center can do what it wants here.  I love Pokemon and this interaction will definitely not change that.  Thank you for your consideration.

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

  Business response

  05/14/2024

  Hello *****,

  
  Thank you for the follow up. As stated, the information is not related to an internal policy, however it is listed in the advertising description of the product as previously noted. At this time, as we have provided all information we are able to and the items you received are correct, we are unable to provide a refund or exchange on the items in question.

  
  Thank you and have a great day.

  The Pokemon Company International Support Team.

  Customer response

  05/14/2024

   
  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

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had my credit card stolen and I cancelled my credit card right away. I requested that Pokemon cancel the orders and return the funds. They said they couldn't because it was too late. The items were not shipped until 3 days later and they had sufficient time to cancel the order, but would not. It is bad business practice when contacted to cancel an order due to fraud, but continue on with shipping the product 3 days later.

  Business response

  04/30/2024

  Hello *****,

   

  Thank you for reaching out to us. Please note, the information provided by our agents is correct. Unfortunately due to the workflow of our orders and warehouse/shipping, the order could not be cancelled. We encourage you to work with your bank and with the authorities if items were purchased in error or fraudulently. Both the bank and police have contact information to ensure that any fraudulently purchased items are refunded properly.

   

  Thank you and have a great day.

  The Pokemon Company International Support Team.

  Customer response

  04/30/2024

   
  Complaint: 21644480
  
  I am rejecting this response because a refund could have been given for cards that cost very minimal to produce. An address could have been changed for where to deliver the items so they could be returned. This was a very rude and pass the buck response. Again, Pokemon Company International is a greedy corporation who profits off of fraud when they had a chance to do something about it. It is pure hogwash that in 3 days that nothing could be done.  Treat people better. Have a blessed day. 

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

*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. ↩