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.

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

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  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:08/29/2024

  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.

  On approx Apr 2 2024 I purchased a Pokemon Starter set for my kids from ******** This is a set that has a fixed group of cards that come with it, every set has the same amount and same kind of cards. The box was sealed when we purchased it. Upon opening it some of the cards were missing. ******* has a no returns policy on card games and advised me to contact the manufacturer. After going back and forth with the manufacturer for several weeks, showing photos of what was in the box and what was missing, the response I got was "Our items are printed and packaged in such a way that it would not be possible to see this kind of issue from manufacturing". So the store will not accept returns, and the manufacturer claims it would be impossible for their product to be defective. All I have requested is a replacement of the items that were missing from the box.

  Business Response

  Date: 08/30/2024

  Hello ****,

  
  Thank you for reaching out to us. Due to how our items are printed and packaged, that many missing cards would not have occurred during production of the item in question. We apologize that we do not have any assistance we are able to provide but often, items are purchased, opened, altered and then returned in some fashion to a retailer before being re-sold. While we are unable to assist with the issue in question, we would recommend contacting Wal Mart again. Possibly their corporate support here: *******************************************.

  
  Thank you and have a great day.

  
  The Pokemon Company International Support Team.

  Customer Answer

  Date: 09/09/2024

  To whom it may concern, 
  
  I did not see the email and missed the 7 day response window for complaint 22217221.  However, I would still like to keep this complaint open.  The response from the business is the exact same unacceptable response quoted in my original complaint.  The assertion that they could not possibly have shipped a defective product is absolutely ludicrous.  The product was not tampered with and appeared very much factory sealed when I purchased it.  The retailer has a "no returns on trading cards policy" and also I am far outside of the retailer's return window as I spent months going back and forth with the manufacturer.  
  
  thanks, 
  
  *******************************
  ***********************
  

  
  

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair 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 am writing to file a formal complaint against The Pokmon Company regarding a recent purchase I made. As a loyal customer for over ***************************************************** Pokmon products. However, my experience with a recent purchase has left me extremely disappointed.I purchased a factory-sealed 1st Edition Base Set Booster Box through a third-party site, TCGPlayer. Upon receiving the product, I discovered that it was infested with insects and emitted such a horrible odor that I had no choice but to throw it in the garbage. This issue is clearly a result of manufacturing problems, as the product was factory-sealed and could not have been tampered with by anyone other than the manufacturer.I contacted TCGPlayer about the issue, and they informed me that this was a matter I needed to take up with The Pokmon Company directly, as it is clearly a manufacturing defect. I have made multiple attempts to reach out to The Pokmon Company over the past few months, only to be met with silence. When I finally managed to speak with someone, I was dismissed before I could even explain the problem. The interaction was not only unhelpful but also the most rude and unprofessional customer service experience I have ever encountered.Given the significant investment I made in this product and my long-standing loyalty to the brand, I expected to be treated with respect and for this issue to be addressed promptly. I am requesting an immediate replacement of the defective 1st Edition Base Set Booster Box, and I hope that this matter can be resolved quickly.Please be advised that this is my final attempt to handle this situation without involving legal action. I am seeking the Better Business Bureaus assistance in resolving this matter, as my direct efforts with The Pokmon Company have been unsuccessful. Thank you for your attention to this issue. I look forward to a swift and satisfactory resolution.

  Business Response

  Date: 08/30/2024

  Hello *******,

  
  Thank you for reaching out to us. Please note, we do not see any tickets under this email address in our support system. For issues with collectible items no longer for sale and for second hand sale, we unfortunately do not have any support we are able to provide. Additionally, the Pokemon First Edition Base Set was not produced by the Pokemon Company International. It was produced at the time by Wizards of the Coast. 

  
  Thank you and have a great day.

  
  The Pokemon Company International Support Team.

  Customer Answer

  Date: 08/30/2024

   
  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,
  
  *****************************

  ok I didnt know that . Sorry for that 

• Initial Complaint

  Date:08/28/2024

  Type:Product 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.

  Sent my order to the wrong address. ***** said it could be fixed and rerouted if Pokemon company called them. Pokemon refused, said it was my problem and they would not discuss it further

  Business Response

  Date: 08/30/2024

  Hello *****,

   

  Thank you for reaching out to us. Please note, as mentioned in the initial support tickets, we are only able to assist with an order when contacted by the person who placed the order using the email address and information on the order itself. If we are reached out to under a different name or email address, we are unable to provide details or assistance for security reasons. Additionally, the information provided by our agents is all we are able to give. Due to the speed of our warehouse and shipping, we are unable to change delivery information once an order is in process. As the item in question was verified as delivered to the address used in the order, we do not have any additional assistance or details we are able to provide.

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

  Customer Answer

  Date: 09/01/2024

   
  Complaint: 22210635
  
  I am rejecting this response because:

  My request to change the address with FexEx was put in before the item was delivered.  ***** was willing to reroute the shipment.  Your company was unwilling to make the phone call necessary to make that happen.

  You were talking to the original person who made the order the whole time.  The order was paid through our ******* which is a different email.  but the original order was placed under the email address I used to make the request.  You had both emails on the  order, you simply looked for a reason to refuse to help.

  Even so, I figured out the email issue before the item was delivered, and your company still could have chosen to reroute the package.  You refused.  That is poor customer service. And it's just mean.

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

• Initial Complaint

  Date:08/22/2024

  Type:Product 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 8/22/2024 i tried to purchase a couple of items from their website for a total of $682.80, my bank saw the constant charging and refunding of $5.00 from pokemoncenter.com from the pre-orders i had placed, so my bank flagged the transaction as suspicious. I contacted my bank and spoke to them in regard to the issue, they removed any hold they had on the card and asked me to try again. Pokemoncenter.com is now refusing to process my transaction and tells me to contact customer support live chat on their website, while having NO PHONE NUMBER to speak to an actual person. Customer support sends a list of things to try such as : signing in, using a different card, using a different browser etc. I explain to them i attempted all solutions they have provided, their response.? "Since we've exhausted all solutions available there is nothing else we can do" basically telling me to kick rocks. I tried emailing them and receive the same automated answers with no actual solutions. If i could rate their customer service 1-10 i'd rate it -*****/**, they do not provide solutions and do not care to. Seems like they just block your account from making any other purchases without a second thought. Horrible.

  Business Response

  Date: 08/23/2024

  Hello *****,

  
  Thank you for reaching out to us. Please note, the information we have provided in your initial ticket is correct. We have provided all troubleshooting we are able to and the issue is not within our system. Nothing in our system is preventing you from making a purchase. Unfortunately this means we have exhausted all attempts at troubleshooting and would recommend speaking with your financial institution again.

   

  Thank you and have a great day.

  The Pokemon Company International Support Team.

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22183705
  
  I am rejecting this response because:
  I have spoken to my bank on multiple occasions they have security measures to prevent fraudulent activities i had to call them when they paused a $682.80 transaction i was making with pokemoncenter.com it was cleared. NOW you guys are refusing to accept my payment because of a slight inconvenience. You stated that my account is not banned and you tried everything you could which is false for both situations. My bank has cleared me for purchasing which should prove to you the transactions are not fraudulent. As for you saying i was not blocked/banned, i was. I made a new account with a different email using my same name, the same card, same address for billing and shipping and my card went through and the purchased was successfully processed, so i made another because i thought that maybe i would be able to purchase again and it went through as well. When i tried to make a 3rd purchase the system blocked me again, so i cannot make anymore purchases. What is the actual reason im being prevented from buying? I did not violate terms of service since my bank cleared the charge. Am i being banned for giving you guys my money? I have not received one response from your customer service that was actually helpful, just copy and paste steps that do nothing because you guys are the ones stopping me. My bank has already stated and it shows in my bank statements as well you guys instantly refunding me my money. What kind of customer service is this? I will provide screenshots with order numbers so you guys can see for yourselves. This is unacceptable and absurd that you can treat paying customers so poorly. How is there nothing else you guys can do when you haven't even bothered to investigate. I am surprised you responded back saying the issue is with my bank when i can make purchases everywhere else but you guys until i make a new account. Your system has flagged my card details/ address to prevent me from buying. Please actually look into this. Attached are the images from a different email where the transaction processed. There you will see the details are exactly the same proving my card/bank is not at fault. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair 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 ordered two plushes from the Pokmon Center website (pokemoncenter.com) last month. They were supposed to be delivered to me on the 31st, but then ***** lost my package. Now there is no tracking or expected delivery date available from ****** and when I contacted *****, they said it's Pokmon Center's duty to resend my order. I have submitted 4 tickets for this with Pokmon Center, and I have only received automated responses telling me to check the tracking number (which gives me NOTHING). Pokmon Center sent me emails asking to review the products I ordered (the same ones that never arrived), so I gave both products 1 star reviews and detailed my experience. Pokmon Center deleted my negative reviews and still will not contact me to fix this mistake. The best resolution for me would be to have the items I ordered shipped out to me again. However, one of the items I ordered is now out of stock, and it is now only available for 4 times the original price. Here is the tracking: ********************************************************************************************************************************************************************************************************************************** and ************************************************************************************* I have also attached a screenshot of my order on the website.

  Business Response

  Date: 08/23/2024

  Hello ****,

  
  Thank you for reaching out to us. Please note, you have been receiving automated responses because of the selection of options when submitting a request. Please reach out to us through support.pokemoncenter.com and select the chat function in the bottom right hand corner to speak with an agent.

   

  Thank you and have a great day.

  
  The Pokemon Company International Support Team.

   

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22182864
  
  I am rejecting this response because:

  Pokemon Center Support still has not contacted me to resolve this issue. I chatted with Support again, and they said they escalated the situation. However, I still have not received a response with how to proceed or how they will fix this issue.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/04/2024

  Hello ****,

  
  Thank you for the follow up. Please note, we do see your issue has been addressed by our agents under ticket 2311823.This issue was addressed and resolved on Sunday, September 1st. I have provided the agent communication below. As the issue has been resolved, we do not have any additional assistance we are able to provide. According to the information provided in the ticket, your item was refunded as we do not have the item in stock to ship out as a replacement. Additionally, we are unable to ship items between regions due to how our stock and logistics work.

  "Hello ****,
  

  Thank you for the quick update.
   
  In regards to having items shipped between regions, at this time this isn't something that we support as each region is limited to shipping to specific locations within their regions and can't ship between each other. As a replacement is not possible we are going ahead and processing the refund for this item. This is confirmation that a refund in the amount of $21.39 has been credited back to the original payment method for order P0024004577. Please allow 5-10 business days for the funds to be credited back to your account."

   

  Thank you and have a great day.

  
  The Pokemon Company International Support Team.

  Customer Answer

  Date: 09/04/2024

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

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair 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 recently made an order for an item of clothing, the measurements and reviews said it ran small so I ordered accordingly. Unfortunately it was too large and I wanted to exchange it for a smaller size. The issue is I used a promo code for a promo card that is now not being given out. I put in two ticket requests, one for asking if an exchange was possible and another for clarification, and they said there was nothing they could do and provided an automated-looking cookie cutter response. I don't want to return the promo card, seeing as it's THE reason I made the order now instead of later, and I want to keep an item I purchased, but simply exchange it for another size. They are impossible to communicate with and refuse to work with customers. It's infuriating to deal with, especially as someone who spends a lot of money on the website already.

  Business Response

  Date: 08/21/2024

  Hello ****,

  
  Thank you for reaching out to us. I have forwarded your issue to our internal teams at Pokemon Center. You should hear back from them within the next few days regarding your issue. You will hear from them through our support system via email at support.pokemon.com.

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

  Customer Answer

  Date: 08/21/2024

   
  Better Business Bureau:

  After receiving an email from them expediently after the reply to the BBB, I'm very grateful that they are allowing a manual exchange for the item as an exception to the rule. In the future, I truly hope they go ahead and allow for exchanges to eliminate cases like this from happening, seeing as how I'm sure it's frustrating not only for the staff but for customers as well. Thank you very much for working with me on this!
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Luci E

• Initial Complaint

  Date:08/18/2024

  Type:Sales and Advertising 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 went on the Pokemon.com website in order to bring up a suggestion. Once I submitted the request I instantly received an email response saying that my concern cannot be answered. There was absolutely no delay in this response which tells me that the messages are automated to respond. As a customer that spent their money on this product with the thought that I have the ability to address concerns in a timely fashion with this company, this is very disappointing.

  Business Response

  Date: 08/19/2024

  Hello ******,

  
  Thank you for reaching out to us. Please note, your feedback has been received and seen by the appropriate internal teams. Please be aware that as we do not develop, produce or support the games made for ***************** the limit of our ability is to forward your feedback to ******** and Gamefreak.

   

  Thank you and have a great day.

  
  The Pokemon Company International Support Team.

• Initial Complaint

  Date:08/09/2024

  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.

  In November of 2022, I reached out to customer service regarding packs that were missing from a collection box that was available at the time. I sent photos and provided all the necessary documentation as required by the agents. I was then informed that the office was closed due to ongoing health concerns (I can only assume it was COVD-19 at the time). On July 4th, 2023, I followed up and received the exact same response - "ongoing health concerns" meant they were closed. Finally, I reached out after over a year later (July 18th, 2024) and to this day have not received any communications. The company has been releasing set after set, product after product, and shipping them out constantly, yet somehow they can't replace the packs from a product? There's no excuse for "ongoing health concerns" at this point, the pandemic ended long ago. I've included all the email exchanges to show all of the communications up until today.

  Business Response

  Date: 08/12/2024

  Hello ****,

  
  Thank you for reaching out to us and I apologize for the lengthy delay. I have asked our Trading Card Game team to reach out to you regarding your issue. You should hear from them very soon. Most likely today!

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

  
  The Pokemon Company International Support Team.

  Customer Answer

  Date: 08/22/2024

  I reject the response from The Pokemon Company International as it has been far too long for this matter to have been resolved and I am still being told there is no timetable for it to be made right. The lack of transparency and communication in the matter merely continues. And the only reason I was able to even get a response at all came because I filed my original complaint.

  Business Response

  Date: 08/23/2024

  Hello ****,

  
  Thank you for the follow up. I do apologize for the delay while we work through our back log of tickets. I have asked someone to reach out to you today to get your issue moving and resolved. You should hear from them soon.

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

  Customer Answer

  Date: 08/27/2024

   
  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

  Date:08/07/2024

  Type:Product 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.

  Pokemoncenter.com was running a promotion where if you purchased an item (maybe more), you would get a special promotional card (Worlds 2024). I ordered a couple of items solely to get this card.The shippers packed the card in the box, unprotected, with the other items. They put a few large bubble wrap blocks in there, but left half the box with just air, which enabled everything to move around quite a bit. The promotional card, which again was the whole reason I bought anything, was damaged. It was very badly warped. I immediately contacted the Pokemon Company, who asked for pictures. I took the pictures of everything and sent them. They then said they needed a picture of the card out of it's wrapper (which I don't like to take collectible cards like this out of their wrapper, but complied so they could get a better picture). They then told me this; "We are able to assist with Pokmon TCG cards if they are spindled, torn, or if they have ink or border size issues. (So why did they have me take it out of the wrapper if they weren't going to do anything about it in the first place?) Additionally, we can assist if the Pokmon TCG product is missing any components. We are not able to replace or assist in cases where cards would be usable in our events. For example, card curving may occur naturally due to the printing process and moisture contraction in the fibers (this implies that the brand new card I just received must have been damaged by moisture what, in my basement for months? This makes no sense)."This is poor business.

  Business Response

  Date: 08/08/2024

  Hello ******,

  
  Thank you for reaching out to us. I have asked a Pokemon Center agent to reach out to you regarding your issue and you should hear back from them very soon. They will assist you with the damaged item in question.

  
  Thank you and have a great day.

  
  The Pokemon Company International Support Team.

• Initial Complaint

  Date:08/03/2024

  Type:Product 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 received a damage product from boxes directly supplied by the Pokemon company. The product in question is a ********************************************** opening the box. The damages were related to poor quality control on the card and contained a factory cut line (dots across the back of the card) that were again a result of poor quality control.

  Business Response

  Date: 08/04/2024

  Hello *****,

  
  Thank you for reaching out to us. Please provide some additional information regarding your issue. Have you opened a support request through support.pokemon.com? If so, what is that support request number? What email address did you use? What item/card was damaged? Did you provide any receipt information and pictures to our agents? Once we have that additional information, we would be happy to look into your issue for you.

  
  Thank you,

  
  The Pokemon Company International Support Team.