Complaints

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased this Magic Gathering mystery box as a fun little experiment and to kill some time. I knew what I was buying into with the types of packs that could be in the box.However, there were two issues with the box that I feel needs to be addressed. First off the box specified five total packs, two promo cards and a random game piece.My particular box only came with 4 packs in it (and Target refused to accept a return since it was open). The second issue is that the game piece that came with it was for Pokemon and not Magic the Gathering. Again, I loved the mystery box and knew what I was getting into but I was not expecting to be missing a pack and to get a game piece that I could not use with Magic the Gathering.

  Business response

  05/03/2024

  Mr. Rykows,
  
  We are sorry about your negative experience with the Magic Mystery box.  We in no way intended to make you feel ripped off or taken advantage of.  We build thousands of this product every year and sometimes issues arise.  We will be more than happy to make up for this by providing you replacement product we assure will be high quality. Again, we at Excell Brands deeply apologize for this experience.

  Customer response

  05/16/2024

   
  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.

  My address for the replacement product is: *************************, ***************************************************

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

• Initial Complaint

  11/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  These packets are marketed as 4 packs and a card as it shows in the pictures there is only 3. I didn't noticed when I bought them at ********* as I simply read the 4packs + 1 card and figured the fourth pack had fallen. I tried looking them up online but couldn't find a contact number only multiple complains of these card packets being opened and refilled with different cards which if true sounds like even worse false advertising. These cost me $40 dollars and were bought around November 15, 2023

  Business response

  11/20/2023

  ******************,
  
  We are sorry about your negative experience with the Pokmon Lightning Box.  We in no way intended to make you feel ripped off or taken advantage of.  We build thousands of this product every year and sometimes issues arise.  We will be more than happy to make up for this by providing you replacement product we assure will be high quality. Again, we at Excell Brands deeply apologize for this experience.
  
  Sincerely
  Excell Brands customer service

  Customer response

  11/20/2023

   
  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

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the below box at *********************** on 10/31/23 at approximately 4 PM the outside showed a 2023 Topps Pack but inside was a bunch of junk packs like literally worthless cards like **** studio baseball and on top of that three of the packs look like they were run over by a forklift and the cards were heavily damaged, one of the packs was ALREADY OPENED and not sealed. This is false advertising and with most of the cards being destroyed upon purchase this is a complete rip off and scam. I tried to talk to target but they refuse to return my money. I have purchased from this company many times in the past and been satisfied with my purchase but this is UNACCEPTABLE!

  Business response

  11/02/2023

  We are sorry about your negative experience with the Baseball Value Box.  We in no way intended to make you feel ripped off or taken advantage of.  We build thousands of this product every year and sometimes issues arise.  We will be more than happy to make up for this by providing you replacement product we assure will be high quality. Again, we at Excell Brands deeply apologize for this experience.

  Customer response

  11/02/2023

   
  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. I spend a lot of money on these value boxes from this company and they have always been fair and good so thats why I was shocked and upset. They handled this fair and honestly so I would like my complaint removed so long as they follow through on their commitment. Thanks again for your help and thanks neighbors down there in Iowa 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Today 9/23/23, I purchased one of the Pokemon TCG Lightning Set packages this company provides from my local Rite-Aid (used to be ********** for $18.99. I was shocked when I opened it to find that not only did it not include 4 realistic packs of cards, one of them was the 3 card Halloween packs that DO NOT count as a 4th pack of 10 cards...but also, one of the Lost Origin packs had been opened and resealed. The pack contained only 8 cards instead of 10, two code cards (packs only have 1), and all of the cards except for 1 were from other sets, not Lost Origin...This is an unacceptable marketing practice especially on products that are so hard to obtain like Pokemon TCG. I would love to figure out how to complain to the company directly, but I cannot find a website to contact them anywhere...I have pictures on my phone if anyone would like to see them...

  Business response

  10/06/2023

  Mr. *****,
  
  We are sorry about your negative experience with the Pokmon Lightning Box.  We in no way intended to make you feel ripped off or taken advantage of.  We build thousands of this product every year and sometimes issues arise.  We will be more than happy to make up for this by providing you replacement product we assure will be high quality. Again, we at Excell Brands deeply apologize for this experience.
  
  Sincerely
  Excell Brands customer service

  Customer response

  10/09/2023

   
  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 pending that they actually replace the item that I purchased.

  Do they have my address to mail me a new one?  Or do I need to somehow send that to them?
  
  Sincerely,
  
  **************

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi, I recently purchased two Pokemong TCG Lightning Packs from a local ********* on 8/14/23. There were the old styled boxes in the green color with the ***era boosters pictured on the front. They were on the same hanger as the newer boxes, which are black and have more recent packs pictured. I've bought these in the past and had no problems, but the two I opened up were absolutely dreadful. One of the four packs in each was a Halloween pack, which only has 4 cards in it, and can hardly be considered an actual booster pack. One of the packs was even slightly open at the top, and could very well have been tampered with. The extra "rare" cards in each were also in awful condition. It seems that the cheapest packs that could be found were stuck into them, and sent off. It seems that these were stuffed into the older style boxes in order to get someone to buy them, thinking that they still had the older packs in them, and that's really messed up, especially when they were on the same hanger as the newly styled boxes which are actually supposed to have the newer packs in them. This seems not only crooked, but also like false advertising. The odds of what pack you get aren't written anywhere on the box, so it's assumed you're getting what's pictured on the box. For $20 a box, that's robbery. I don't know what you can do compensation wise, but I'd like to talk to someone about that. As of right now, I'm thoroughly both unimpressed and slightly peeved with the company that packaged and sold this "product". This needs to be fixed, as other members of the Pokemon collecting community are also having the same problems, and are having the same feelings as I am. If required, I can upload images the boxes and receipts.

  Business response

  08/22/2023

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

  We are sorry about your negative experience with the Pokmon Lightning Box.  We in no way intended to make you feel ripped off or taken advantage of.  We build thousands of this product every year and sometimes issues arise.  We will me more than happy to make up for this by providing you replacement product we assure will be high quality. Again, we at Excell Brands deeply apologize for this experience.

  Customer response

  08/24/2023

  Better Business Bureau:
  
  I would very much like to receive the compensation for this, thank you. I have tried to include pictures of the original receipts, and the boxes, but the system will not let me attach them. I will be happy to send them directly to the company. As will be seen on the pics, the boxes depict the older packs on them (as opposed to the different looking boxes that have the newer packs in them). All of the packs contained in it were newer packs, and some of the cheapest packs on the market, with one pack not even being a real booster pack. I would very much appreciate some Lightning Boxes with the appropriate packs in them, as opposed to a bait-and-switch advertisement on it. If the company needs to contact me for the purpose of mailing out replacements, my email is *************************** and my phone number is ************. I would be happy to further explain my issues over either of these two forms of contact. Thank you, and I hope to hear soon about the compensation.

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My name is ***************************** and on 4-25-23 I purchased a product called a Baseball Jumbo Box at a local CVS for $8.29 plus tax. I have purchased Excell Brands (distributed by The Fairfield Company) products in the past with mixed results. Twice I believe I received the minimum promised/advertised at least. Although it still was a disappointment and maybe equaled $.50 to $1 in cards. Many times I did not receive what was advertised on the box but I just let it go. One time the guaranteed autograph card that was supposed to come in the product was completely bent in half/ruined and placed in the white paper sleeve that its supposed to come in. I had intentions on contacting Excell about that occasion but was unexpectedly quickly deployed overseas and never got an opportunity to. The product Im writing about today claims to contain randomly inserted cards, packs, parallels, autographs and more, Unfortunately, I only received 48 horrible cards that were damaged, contained duplicates and were absolutely worthless (not even one $.25 card or common rookie card). I received no randomly inserted packs, parallels, autographs or more! I do not have much money and am disabled. For me to purchase a box of cards this expensive is a rare treat and something I was very excited about. I feel like I was misled, taken advantage of and sold a product that was not as described. I couldnt be more disappointed! My dispute is the extremely low quality product that I received today & have received in the past. I dont expect to receive anything amazing or to randomly get 1 of every option that they list, but I do at least expect to receive cards that are not damaged, ruined, worthless, duplicates, etc. I have never been able to find any contact information on the internet for The Fairfield Company or Excell Brands. Therefore neither of these businesses have ever tried to resolve my problems. I respectfully request that I be refunded or compensated by some means for these purchases?

  Business response

  05/09/2023

  We are very sorry to hear of ********************** negative experience with the product he purchased at his local CVS.  We strive to make a great product at a great price. Excell's customer service team reached out with an email on April 27, 2023 requesting information from *******************  ****************** responded the same day thanking ** for our response and providing his shipping address.   On April 28, 2023 the customer serivce team sent ****************** an assortment of Baseball card product to make up for ********************** disappointment.

  Customer response

  05/13/2023

   
  Complaint: 19983719
  
  I am rejecting this response because this resolution is intentionally only addressing part of my complaint and attempting to provide compensation for only 15% of the products I purchased that were not as advertised. I explained in detail my past troubles with their products and the most recent issue I encountered with one of their products. I clearly informed them that I have purchased faulty products from them at a minimum of 5 times in the past already and never made a complaint until this latest 6th+ negative experience. In their message to me and left here they only mentioned my most recent loss of money from their faulty product and did not address or seem concerned with the other 85% of my complaint about getting burned by their products previously. I appreciate them sending me the consolation package for my most recent bad experience and I accept their compensation for that 1 experience but I would have appreciated it more if they accepted full responsibility for my loss of investment in their products, addressed/mentioned my past negative experiences and made an attempt to compensate me for them as well as the current issue. A similar type of consolation package for at least each of the 5 minimum previous but equally as unfair/unprofessional products I purchased from them would seem to be the fairest way for them to resolve my full complaint! I feel like my written detailed complaint was not heard, taken seriously or fairly responded to!?
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am disputing this with guaranteed or warranty on the baseball collector's edge. The company is the Fairfield company at ******** of ************* Every card in the box had been went through they were bent the edges were bent there was no parallel autographs or nothing in there as stated on the box. A lot of the cards even look like they were reprinted. The purchase date is December 29th 2022.

  Business response

  01/10/2023

  Our *************************** contacted Mr. ******** on Friday December 30.  He responded on Thursday January 5.  Based on that correspondence we sent him some replacement product along with a few bonus items.  That package left our building today.

  Customer response

  01/21/2023

   
  Complaint: 18657713
  
  I have not received anything. When was this mailed out to me?? Please respond. If the package you say is sent I have not received it. The address is ******************************************************* **. THANK YOU FOR YOUr time!!
  
  Sincerely,
  
  *****************************

  Business response

  01/23/2023

  I am sorry *************  We had an internal mix-up and my original response to you was accidentally meant for someone else.  I spoke to our customer service just a few minutes ago and they will get a package sent out to you as soon as possible.

  *******

  Customer response

  01/24/2023

   
  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

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an item (TCG LIGHTNING BOX) that is distributed by this company "The Fairfield Company" which is a division of Excell Marketing. This item is a box of repacked pokemon packs sold with a chance of getting an older, more valuable pack potentially, making the 4 packs and a random card not a bad deal.The issue here is that every pack in this box I bought was open, sifted through, and the code cards that come in EVERY pack, were missing in all 4 packs. This means I was scammed into thinking that these were new packs, that have not been opened. I would like this company to send me a check for the amount paid, since I was totally ripped off. Also this company should probably look into not doing this, as it is essentially fraud. Never in years of collecting have I had this issue, and its downright criminal.

  Business response

  08/31/2022

  Our Fairfield **************** Team contacted ********************** via email on August 30 and apologized for the condition of the product he purchased.  We offered to correct the issue by replacing the defective product with product of a greater value.  ********************** agreed to the resolution offered and replacement product was sent to him on August 31, 2022.

  We at Excell strive to offer great value to our customers and would never knowingly distribute previously opened product.  We believe that someone purchased this item, opened it, and pulled the items with a higher perceived value.  They then re-boxed the product and returned it to the store for credit.  The store placed the item back on to the display where ********************** purchased the defective item.

*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. ↩