Complaints

• Initial Complaint

  10/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought an item that stated the item was EXCELLENT to NEAR MINT condition. The item came and has a rip in it. It would be classifed as POOR. they have on their website other items where they state the damage if there is any. This didnt have anything

  

  Business response

  10/30/2024

  Hello,

  Apologies for the customer's confusion. Conditional ranging and 4X zoomable high resolution scans of the front and back of items are provide and act as a condition note. The issue the customer is concerned with is consistent with the range it was listed it, EX NM and is clearly visible in the scans without need of zooming in. There are some grandfathered items still available with specific condition notes from when that was still a practice prior to 2020. Our Return Policy is very specific. Only items not as described are eligible for return. This request was correctly denied as this item, despite the customer's opinion, is in the condition stated, EX MN, and shown in the scans provided prior to purchase.

  I have reached out to the customer to explain why their request was denied and what they may expect going forward. I have also authorized a one-time only courtesy return for refund on the item. Going forward, their purchases will be subject to our stated Return Policy. 

  Please let me know if I may be of further assistance or you require more information.

  COMC Support

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On the following dates I sent COMC ***** cards in 2 different shipments.1 batch was on July 30, 2024 and the last batch was August 2, 2024 When using their submission wizard I was sure to select the option of "direct to grading" which showed a "per-item fee" of N/A. Meaning not applicable as there is no fee! I have not sent them any money. The business was supposed to check the value of each card and after doing so would eventually list and sell the cards for me and charge me a 5% or 10% fee on the successful sale of the card. The nature of the dispute is they are holding my cards hostage until I pay them a total of $239 dollars. The business has not tried to solve the problem, they keep repeating that they are a consignment business and will not return my cards to me. I just want them to send me back my ***** baseball cards that I sent them.

  

  Business response

  08/22/2024

  Hello,

  The customer was confused and submitted items to a service with N/A for up-front per-item fees for the service type. A service intended for high value items to be graded by a 3rd party for a minimum fee of $22 per-item. Along with that service there are stated requirements on how to submit the items for that service and that if the items arrived differently, they would be processed at a different service level at $1 per-item. The confusion is that there are no free services but, services that do not require up-front funding of the account to use. N/A means the fee will be charged later. Unfortunately, the customer was not accurately understanding the service or fees. 

  The customer did not send in high-value items according to the stated parameters of the service type. The consignments were changed to Select at $1.00 up-front per-item. Once the items began processing as they were stated to do, the customer reached out too late to have all of the items halted as significant work had already been done. We halted the batches that were able to be halted, 3 of the 4 or 1200 of the 2000 items. The customer was advised of this, the need to fund their account for processing fees and return shipping and threatened to file complaints with multiple agencies, BBB included, against us. For clarification, COMC acted as according to the information provided up-front and in multiple places including the submission paperwork they filled out 4 separate times and did not understand. 

  I was able to speak with the customer and provide resolution for the situation over the phone. We donated the 800 low value items that were not able to be halted to charity, courtesy comped the processing fees for services rendered and I shipped back the remaining 1200 at our expense. We in no way want to provide a poor selling experience to our new consignors. This customer was willing to work with us for the least impactful resolution to them and us and was understanding of the situation. The customer is considered in good standing and has been invited to reach out for assistance should they wish to do business now that they are better aware of how our services work. The customer was satisfied with the resolution. 

  Please let me know if I may be of further assistance.

  COMC Escalation Senior Technical Support

   

  Customer response

  08/22/2024

   
  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,
  
  ***********************

  Customer response

  08/22/2024

  Great news they are sending me back my cards and are paying the delivery costs so I won't lose any money.  Please.clpse the open claim.  All.is well.
  

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

• Initial Complaint

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The seller banned my account for no reason, and there were personal assets and funds in my account.This is a platform for buying and selling cards.I still have my card and my unused balance in my account, but they locked my account, I tried to contact, but it has not been resolved, no one has unlocked my account for a month.I asked them to unlock my account.

  

  Business response

  07/08/2024

  Hello,

  Activity on the **** account ************ has triggered our Fraud Detection System, which has resulted in a lockdown of the **** account. The user will not be able to access the account and all items that they had for sale have been locked and delisted until this matter is resolved.
  
  This is in relation to chargebacks from the purchase and transfer of items to ****
  
  Can the user provide more information to help resolve this matter?

  **** Escalations Senior Technical Support

  Customer response

  07/08/2024

  What information do I need to provide?I didn't do anything. Why did I trigger the fraud system?What information can be provided to solve the problem? I was just an ordinary buyer who wanted to buy some cards, but I didn't expect to encounter such a troublesome thing.

  

  Business response

  07/18/2024

  Hello,

  Please provide information that explains why you filed chargebacks on the items transferred to this account and how you believe the items or funds from selling the items would still belong to you after the chargebacks were honored and you were 100% refunded for everything that was transferred into this account. 

  Have a great day

  Customer response

  07/18/2024

   
  Complaint: 21902042
  
  I am rejecting this response because:
  My cards are all tarde on epack.Why is it said that these cards initiated a refund? I didn't buy it . How can they refund it.I exchange with others according to the rules of the platform. You should go to the refund person, not to me. I am just the person who trade the card.I'm not to blame for the problem with your order, and my account is locked.You should go to the refund person, not me.Please unlock my account.Otherwise, I will continue to complain, and I will complain many times.I even sued you because my property was damaged.
  Sincerely,
  
  ***** ****

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased and shipped home about 150 sports cards for $347.50 from COMC and the majority of them arrived damaged. After providing COMC's customer service photos, they refunded $42.59 for 13 of the cards, deeming the others acceptable. I am seeking a refund for the rest of the damaged cards.Date of transaction: 5/16/2024 Amount of money I paid the business: $347.50 What the business committed to provide me: Sports cards meeting their condition standards (near mint-mint NM-M: *************************************************************************************************). I received cards below their condition standard (EX, at best) and would like a refund.What the nature of the dispute is: The condition of the cards. They are below NM-M condition and I would like a refund.Whether or not the business has tried to solve the problem: They gave a partial refund.Account/order/tracking number: account name: *******; order number: Shipment #********; tracking number: **********************

  

  Business response

  06/17/2024

  Hello,

  Apologies to the customer for the inconvenience and confusion. This order is eligible for return for a full refund. I have contacted the customer to provide return instructions. 

  Please let me know if you need further assistance.

  COMC Escalations Customer Support

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 19th of 2024 I had COMC send a *************************** ********************************************* their "Value Bulk" Submission plan. The turnaround time is supposed to be 45 days. As of today 9 May 2024 (79 days since submission), my card has not been graded and COMC isn't providing information on where my card is. I reached out via email in April at the 60-day **** and COMC responded with it isn't our problem. This is not the 45-day period I paid for when accepting this service. COMC's response isn't proper customer service either. This is not the way to do business.

  

  Business response

  05/15/2024

  Hello,
  
  This customer chose a service with presented advisors and a checked the required box denoting that they have read, understand and agree to the following, please see below and attached:
  

  ***
  Please allow an additional 1-2 weeks for shipping.
  Estimated turnaround times are not guaranteed and are subject to change at any time. Times are stated in business days. ***************** for graded cards is available at the Value Plus and higher service levels.
  
  [Check box] By submitting this item for grading, you understand and agree to the following:
  Once you submit this item for grading, your order cannot be cancelled or changed. No refunds can be given after your order is placed.
  Lead times are estimates and are not guaranteed. Please note that 'Item Stored Remotely' submissions may take an additional 1-2 weeks to complete.
  All grading services include white-glove retrieval from your inventory, preparation for grading, protective supplies, submission form entry, insured shipping to and from ***, and Elite reprocessing into your COMC account upon return.
  The opinion of *** may differ from COMC 's condition assessment and/or standards. No refunds can be given based on the grade your item receives.
  If *** determines, at their discretion, that the declared value you provided is below fair ****et value of this item, the service level and fees may be adjusted accordingly. Your COMC account will be billed the difference owed, plus an additional $10 service charge.
  Any item *** deems as unsupported will be returned to your COMC account and your grading fee will be refunded in accordance with their policy. Please reference the *** population report for details on what cards they support here.
  
  The item was submitted to the service with full disclosure of the travel time back and forth and that it is calculated in business days. Further, that the timelines are estimates and not guaranteed. 
  
  Regarding the customer's comment: 
  
  I reached out via email in April at the 60-day **** and COMC responded with it isn't our problem.
  
  This is not true, please see below and attached the only communication from and to this customer:
  
  Axxx Xxxxx Apr ********
  To:COMCShow more
  Good evening,
  I bought a 2023 *************************** Topps Gold 479/2023 and submitted it to *** for grading though your service. The service is for a 45 day turnaround for $22. This was accomplished on 19 Feb 2024. As of 16 April I haven't received an update on my card's grading status or the card itself. It is as of now well over the 45 day period for the *** submission. I would like to know the status of my submission. Please and thank you.
  Axxx Xxxxx
  
  Jxxx Xxxx
  Apr 17 08:12
  Hello, Axxx.
  Thank you for contacting us! We appreciate your anticipation for the card's return. The provided turnaround times are estimates stated in business days and are not guaranteed completion times.
  Please note, that an additional 1-2 weeks may also need to be factored into this timeframe to account for travel between our facility and the grader. We do our best to work within the estimated timeframe with the grader and to get the card returned into your account as swiftly as possible.
  We thank you for your continued patience. Please let me know if you have any further questions.
  Thank you,
  Jxxx X
  COMC **************** Manager

  We have assisted the customer and the item is back in their account now. It was not late, it was in time with the service requested and timeframes posted calculated in business days. Weekends and holidays are not business days. 

  No refund is warranted due to a customer not reading the information provided.  

  Please let me know if I may be of further assistance.

  COMC Escalation Technical Support Supervisor

• Initial Complaint

  03/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ************************* French Young **** rookie card on 1/21/24 for $60.25. When the card arrived it had substantial damage to the corner so I requested to return under their buyer guarantee return policy. I emailed them several times over course of 30 days and they told me they would not honor the policy and isnt their issue. I even asked just for an exchange for one not damaged and they ignored my request to return or exchange. Their return policy has been attached. I have also attached my statistics showing I have sold over 43k items on their site just how they treat people now that they have gotten their $2m from ppp during covid and built a new building they forget who helped build them from ground.

  

  Business response

  03/11/2024

  Hello,
  
  Thank you for reaching out on behalf of *********. He seems to be confused about our policy for all return requests to be authorized. This is because any unauthorized returns may be processed back into the buyer's account at their expense if the return is not valid or take much longer to refund for returns that are valid but have not been previously authorized.
  
  We have a return policy that is very specific. We only authorize returns for items that are not as described. this is stated clearly in our return policy located at: *********************************;
  
  "Prior to listing, our expert team carefully assesses each item to represent it accurately. Please review the description and images prior to purchase to ensure this item meets your satisfaction. Unless otherwise noted, all Vintage trading cards manufactured 1980 and before are in Excellent (EX 5) condition or better and all Modern trading cards manufactured after 1980 are in Near Mint-Mint (NM-MT 8) condition or better.
  Returns are only accepted on the rare occasion the item is not as described. Return requests can be made within 14 days of delivery. Returns must be postmarked within 7 days of approval.
  Transactions should always be made in good faith as both the buyer and seller intended. If you see an item that is mispriced, fraudulent, misidentified, or is otherwise listed in error, please contact us to alert us of the issue so we can work with the seller to correct the situation. Sales made in error may be canceled and reversed at our discretion."
  
  We are also a consignment service so exchanging items is not something we may do as we do not own the items for sale on the site.
  
  This item was listed in Nr Mt Mt condition. It has a bit ******* of a corner which falls within that condition range. The buyer would like the item to be perfect and that is not what we advertised. His request for a return was denied as the item is as described. The customer, unhappy with the denial, has resorted to sending several more emails and tying up ************************** while we are already experiencing a higher than normal email volume. He is also posting his displeasure on social media in an apparent attempt to force acceptance of a return stating the card should be Mint. Again, it was not advertised as Mint. Please see attached. 
  
  We are happy to have the item processed back into ************* account at his expense where he may price it for resale as all of our customers have access to do when an item falls outside of our return policy. He would not be eligible for a refund of return shipping as this return request is not valid. We do refund return shipping for valid returns.
  
  Please let me know if I may be of further assistance. 
  
  COMC Customer Support

  Customer response

  03/18/2024

  Check Out My Cards adds condition notes to cards with damage. They also list cards in a manner which are misleading as if i send this card in and they process it to my account they will list it as EX not mint as they claim it is. The damage to the corner would cause this card to be a psa 6 at *** which falls outside their guidelines as they state. All i wanted was the card i paid $60 for, if i wanted a damaged one i would have paid 1/2 what i did and got a damaged one.

• Initial Complaint

  02/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased multiple "credits" from this company that are used in their system to transfer ownership of sports cards. I requested the items be sent home to me and not stored in their system. this is service that they tout and market to customers. "buy a lot of items and ship them home at once", however, after paying them ***** for a shipment of items THAT I OWN. they are refusing to ship them back to me and keep pushing the expected delivery date back and back. now we are at 2.5 months without the items I requested. after they quoted me a 4 week shipment time. this company is clearly trying to pull a fast one on customers before they go out of business. I need them flagged by the attorney general as a scam and looked into being prosecuted. company is refusing to respond directly to my requests. if they were a legitimate company that cared about customers. they would've refunded the EXORBITANT shipping costs I paid to make up for the fact that they are unable to ship, instead they've had my items and the money I paid for shipping tied up for over a month and wont give me any information as to why

  

  Business response

  02/27/2024

  Hello,

  The customer states that we refuse to ship his items or respond to his contact, both statements are untrue. We experienced an unexpected increase in shipment requests alongside seasonal illnesses affecting our fulfilment staff as was directly explained to all affected customers in an email that also provided a credit for the flat shipping fee of the service they chose at check-out ($4.99 Economy Not Rushed) as well as a response to his direct contact to us on 02/18. Both communications explained the issue and offered an apology for the inconvenience while assuring them the order was queued and being worked on in the order it was received.  

  Regarding the "EXORBITANT" shipping fees the customer sites, the customer specifically set his account to Advanced Seller Mode which deducts the per-item handling fee which is typically rolled into the purchase price of the individual item for customers who do not intend to ship but, to instead "flip" the items they are purchasing. He did so with the information provided clearly and upfront, please see attached image of his dashboard where he changed the default setting from Simplified Shipping Mode to Advanced Seller Mode. As the customer did not intend to sell the items they were purchasing and instead ship them home, that fee applies at the point the shipment is requested as stated clearly and upfront. 

  I have as a one-time courtesy issued a refund of the flat shipping fee for this order that he has already been provided a credit for in the email to all affected customers as well as the $37 handling charge which is still applicable since instead of flipping the items, he chose to ship them.

  We have been transparent and upfront about the delays we are experiencing. We have reached out to every affected customer to explain the situation and provide restitution for the trouble in the form of a credit for the flat fee of shipping service they requested. We have hired additional staff and set up additional overnight shifts to handle the unexpected influx of orders from late 2023 to early 2024. We have also hired additional Customer Support staff to handle the increased contact this delay is causing. 

  Please let me know if I may be of further assistance.

  COMC Support

  Customer response

  03/05/2024

  I have attached a screen shot from this evening of my account balance with COMC. no refund issued. they told me last Monday that I would be refunded my shipping costs (as well as mention in their response to my complaint) and they have done no such thing. I was told 2 business days to process. Obviously, as I claimed previously. this company is trying to scam customers. When I originally requested my shipment be sent home with the ***** THAT I OWN. there was appx 330k items in front of mine to be shipped out and they quoted me 5 weeks appx. when I checked back 4 weeks later. I had 330k items in front of mine. And they still seem to think that they've dont nothing wrong. I want my items or my money back. I was fine with waiting and being given a refund for the EXORBITANT shipping costs. yes they are out of this world a rip off. it is known by everyone in the card hobby that you guys are riddled with hidden charges and fees. I was fine with the resolution they offered me last week. they then proceeded to NOT follow through on what they offered me. if you guys are going to cause me headaches. then im going to do the same. im not letting you treat me like this. you want to be treated as a non-scam company. act like it 

  Customer response

  03/06/2024

  BBB can close this case. I was given a refund to compensate me for the shipping delay. As long as reasonable attempt is made  to get my merchandise to me, I am satisfied with the resolution 

• Initial Complaint

  02/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have several orders with this company, spending hundreds of dollars on trading cards. These orders go back to December 2023. I have requested several times a ship date for my orders. When they do finally respond, they tell me that they cannot provide a ship date for my purchases. I am tried of waiting for my orders and just want a ship date. There is no one to call and complain. I even warned them that I would file report with BBB but no response. I am worried that I will never receive my orders and loss my money. Please help.Order #: ******** , Shipment ID: ******** $223.82 Order #: ******** , shipment ID: ******** $174.70 Order #: ******** , shipment ID: ********, $163.34

  Customer response

  02/16/2024

  The company shipped one of the orders, #********. Still 2 outstanding but its a start. Not sure if its because I filed complaint or not but thanks for any help. Much appreciated 

   

  rich ****** 

   

  

  Business response

  02/19/2024

  Hello,

  The customer has been responded to several times to explain we are currently experiencing a backlog for Economy Not Rushed orders due to an overwhelming increase in shipment requests coupled with seasonal illnesses in our fulfilment staff. We are working diligently to get caught up and are hiring additional staff to meet this increased demand. A few days ago every customer with an order affected by this backlog was contacted directly by email to explain the situation and provided a shipping credit for their next order. Further, I have been in contact with this customer to provide further assistance including a $50 one-time credit for their trouble. 

  The first order shipped on 02/16. I have offered to cancel and refund the remaining 2 orders if the customer would prefer not to wait. At this time I do not have an updated date beyond our estimated 2 week backlog. 

  Please let me know if I may be of further assistance or provide additional information.

  COMC Support

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  COMC sold my ******************************* 2018 Panini Playbook - BLITZ - Memorabilia #** for .01 I did not list the card for .01 and was very unhappy. I don't know the exact amount I had listed the card for but I would assume it was for around $4.00-$6.00 I contacted them when I first noticed this and on 1-21-**** I received a generic e-mail stating "******, Jan 21, ****, 15:46 PST:Hello ****,Thank you for contacting us! We apologize for the delayed response. Rest assured we have received your message and will act on this issue shortly. We will follow-up with an additional email message here once we have an update available for you.I appreciate your patience! Please let me know if you have any further questions at this time.Thank you,****** COMC Customer Service"After receiving no follow-up I e-mailed them again on 1-25-**** and again received zero response. This is not acceptable.

  

  Business response

  01/31/2024

  Hello,

  The user priced the item for $0.01 on 01/19 and the item sold. Sometimes sellers forget to add a decimal point and it also appears that though he intended to price the item for $4 as stated in the email sent to us, he inadvertently hit the "1" and did not enter a decimal point before hitting enter and listing the item live for $0.01. The user who bought the card priced it for $0.02. We have, as is policy (Pricing Error Protection) when a customer misprices an item, reversed the transaction and reached out to the buyer. The customer has been responded to and resolution is in place. The item is being processed back to the seller's account. They have also been counselled that sellers are only provided with one PEP per month and to exercise caution when pricing their items as they are responsible for that aspect of the service. 

  Regarding response times, the user was informed that his email had been received and was queued for support. We strive for a 24 hour response time but, we are currently experiencing higher than normal customer contact and are down a few agents due to seasonal illness. I am terribly sorry for the inconvenience this has caused this user. 

  Please let me know if I may be of further assistance.

  COMC Support

  Customer response

  02/07/2024

  You never asked me for a response! I have yet to have this issue rectified so IT'S NOT CLOSED!

• Initial Complaint

  11/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  COMC shut down access to my account containing approximately ****** sports cards due to what they deemed suspicion of fraudulant activity. No fraudulant activity ever existed and this was mutually agreed upon. There was no basis found for COMCs action taken. Over one week later, COMC will still not ***** me access to my account after multiple requests. COMCs continued negligence, unresponsiveness and ongoing actions prohibiting me from accessing my rightfully owned assets is unacceptable and illegal. I need access restored to my account. This needs to be resolved immediately.

  

  Business response

  11/21/2023

  Hello,

  This customer initiated a case with PayPal for unauthorized transaction for the purchase of $150 ($159.94 please see attached) in COMC Store Credit. That credit was used to purchase $122.40 worth of items and request a shipment scheduled for 11/28 for $5.99 (please see attached). The customer did not withdraw their claim and PayPal has found in their favor debiting our account the full $159.94 plus a fee of $25 for the chargeback this customer initiated to refund the customer in full.  

  As is procedure his account and the shipment were locked pending investigation. Our Fraud team reached out to the customer. The customer reiterated that this charge was fraudulent and stated there were other charges as well that were also fraudulent. It seems the customer saw around the same time an email from us regarding the finalization of a consignment with us. In that email previous charges were detailed. We believe this confused the customer and they thought they were being double charged. Rather than replying to our Fraud team the charge for store credit was authorized as was the purchase and shipment request or requesting any additional information regarding any confusion opted to instead contact an attorney. At this point, his attorneys information was sent to our attorneys and we awaited direction on how to proceed. Unfortunately no one reached out to the customer to let them know how we would have to proceed under the new conditions leaving the customer to feel neglected and further pushed to anger as they were unable to access their account in the meantime.  

  There was no fraud committed by COMC in the locking of the account. We locked down the account as was appropriate to protect the valuable items and fund within the account. When this was brought to my attention, I reached out to our management to have the account unlocked and to put a hold on the charging of their store credit balance for the incorrectly refunded store credit and attached additional charge for the chargeback. I also initiated a deposit of $50 for the customer's frustration. I had the account returned to good standing despite a current charge pending that needs to be wrapped up. 

  I have made clear to the customer I would to speak with them so that I can clear up the misunderstanding and so far been unable to get any information from them regarding a scheduled phone call. They did respond to my email stating that they were checking my claims and their account for accuracy and would get back to me. I still have not been responded to. At this point I will have to charge their account appropriately $159.94 + $25 so that I may remove the hold from their order.

  Please let me know if you need any more information. 

  Have a great day,

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

  Escalations COMC Customer Support

  

  Business response

  11/21/2023

  My apologies,

  I forgot to add that the customer did eventually state that there were no fraudulent charges and that we were now committing fraud by not immediately unlocking their account. Unfortunately due to the previous claims and confusion created by the customer, this did go on longer than was necessary. We have advised the customer to communicate with us directly if there is an issue to avoid potential inconveniences due to an account being locked for fraudulent activity initiated at their request.

  Regards,

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

*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. ↩