Complaints

• Initial Complaint

  01/03/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I submitted a redemption request for a baseball card. I received a redemption card in a Hobby Box over 8 months ago and have not received a card. I even agreed to accept a substitute card of equal value but still no response from Topps. If Topps has no intention of honoring a redemption why even send them? Hobby boxes are expensive. I a not being unreasonable to expect my redemption card to be honored.

  Business response

  01/16/2024

  Hello *****,
  
  Thank you for reaching out regarding your substitution request. Please accept our sincere apology for the long process and delays completely your request.
  
  When you request a substitution (or when Topps provides a substitution card), you will receive a card of equal or greater CURRENT market value. Current market value is based on various factors, including **** and ******* pricing.
  
  We are processing your sub request for your 2022 BOWMAN CHROME PROSPECT ***************************** AUTOGRAPH for a $50.00 **** value random replacement card. All substitution request process by Topps is final. Once the replacement card ships you will receive shipping notification along with tracking.
  
  Thank you for reaching out and again, we apologize for any inconvenience that this may have cause.
  
  Sincerely,
  Topps Consumer Relations

  Customer response

  02/16/2024

  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 and the matter has been resolved. I have received the replacement card. 
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent in a damaged card for replacement clear back in September 2022.This was an expensive/rare Star Wars Sapphire card, red (only 5 red of each card was made). The card had a ************* crease/roller line on the back. At the time I submitted the claim, I was seeing 3-6 months processing time. I sent a follow up email to Topps customer service on May 7, 2023 and received a response that there was a recent move to another facility, they apologize for the delay, and it was taking longer to process. I sent another follow up email on June 5, 2023 asking if they even show they RECEIVED my card, and I was given another generic response with no actual information that helped. I would like Topps to make this right by either sending me a replacement card (red /5 or better) from the 2022 Star Wars Sapphire set, OR I would accept a red /5 sapphire Garbage Pail Kid (2021 or 2022). Otherwise I would like my card returned to me along with possible additional card(s) compensation for the damage (lowered value of the card).

  Customer response

  01/14/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by The Topps Company Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

  Business response

  01/16/2024

  Hello ******,
  
  We are investigating about the 2022 Star Wars Sapphire damaged card you stated you mailed into Topps.  We apologize for the delays, and we want to provide proper resolution once we have all the necessary details. We appreciate your patience and our sincerely apologize for any inconvenience that this may have caused.

  Thank you,

  Topps Consumer Relations

   

   

   

   

  Customer response

  01/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I was only given a "Let us investigate" response despite providing all information needed including a picture of the card and proof of **** mailing/receipt and despite submitting the original claim over 1 year ago.  This is typical of the responses I have received to date, reps continue to push it off and hope it just goes away.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10-21-2021 I purchased two autographed baseball cards off of the Topps website. Each card cost $160.11 for a total order of $320.22. Estimated ship date was Mar 29, 2022 - May 06, 2022. I was notified that "due to high demand and current restrictions due to Covid-19, we are experiencing some shipping delays". I have purchased thirty plus items from Topps over the years and completely forgot about this order until yesterday. I emailed them today and asked if the intended on fulfilling the order, and if not, would they please provide me with a refund. They informed me that "because the cards were never signed and were returned by the player they could cancel the orders". They also said, "because of the long timeframe since you originally placed them, we are unable to refund the funds back to your Paypal account. We can make the refund in the form of a store credit to ********* which would total $320.22". Finally, they said I could "always elect to wait for the cards to be completed". I don't want a store credit because I no longer trust them and will never purchase anything else from them. It has been over two years, I don't want to wait any longer and do not believe that they ever intend on fulfilling this order. I simply want my money back.

  Business response

  12/22/2023

  Hello ****,
  
  Thank you for reaching out regarding two Auto orders you placed in 2021. We are sorry for the long process and delays. We understand you are requesting a refund and do not want the store credit that was offered.  We are investigating further about the possibility of a refund. Unfortunately we cannot guarantee we will be able to honor a refund because the orders are from two years ago and our system will not allow us to process a refund. Please allow us additional to investigate and we will get back to you. Please accept our apologies for any inconveniences this may have caused. 
  
  Thank you,
  Topps Consumer Relations 

  Customer response

  12/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Topps still refuses to issue a refund for a purchase I made that they are unable to fulfill. They say they cannot refund my purchase because it has been two years, well I'm not the one who failed to process my order for two years, they are.

  I don't understand how a billion dollar corporation has an accounting system that does not allow them to refund a customer for a product they are unable to deliver.

  I am not satisfied with their response. How much more time or information do they need to issue a refund? Either send me what I paid for, or give me my money back. Please.

   

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  01/21/2024

  Thank you for your response.

  
   Unfortunately, we are unable to provide you with a refund, please note this is still under investigation. Please let us know if you would be interested in receiving equal current market value replacement cards for the auto's two orders you placed. If so kindly share player preferences and we will check with our fulfillment center and provide you with a replacement offer. Please note we cannot guarantee we have proper equal value cards for players of interested. Every effort will be made to accommodate your player preferences and make this right for you.
  
  Thank you,
  Topps Consumer Relations

  Customer response

  03/31/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************
  
  
  
   
  
  

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Topps is regularly providing poor customer service, while selling damaged product and non-working codes for redemption cards. A customer will almost always feel taken advantage of at the conclusion of their Topps customer service experience. The form response they send back, which often doesn't even address the matter their customer initially reached out for. In the most recent case I had to deal with, I got a redemption card that had a non working code. After a few emails sent with no reply, I heard back from them. Instead of Topps getting the code fixed, they told me to send them the physical card, with premium delivery service, of course at my cost. I wasn't aware there would be additional costs required of me after purchasing the $130 box on Topps.com. And when I followed up with a question, I was sent the same form email. Unfortunately, Topps has no incentive to provide customers with a good experience. if a person wants to be a baseball card collector, Topps is the only licensed producer, as the owner of Topps, Fanatics, have obtained a monopoly on the sports and trading card market. This allows the unfair practices Topps employs against consumers to continue, and will do so until intervention action is taken.

  Business response

  12/18/2023

  Hello **********************,
  
  Thank you for reaching out.
  Please provide us with the details surrounding any issue you may need assistance with so we may investigate the matter further for you.If you are looking for assistance with a redemption code, we ask you send an email to ********************************** with images of front and back of the redemption card along with information on what the issue may be so we can advise you accordingly.Please do not share image via this portal to help protect your redemption code details.
  
  We apologize for any inconvenience that this may have caused.
  
  Thank you,
  Topps Consumer Relations

  Customer response

  12/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Theres unfortunately a pattern of poor customer service that leaves a feeling of disrespect every time I conclude dealing with Topps customer support. This recent exchange was no different. I understand the particular problem is not a huge deal itself, as explained below. However, after a long time feeling taken advantage of by Topps, this recent exchange was basically the straw that broke the camels back. Therefore, it felt irresponsible for me not to take action seeking improvement, as I spend significant amounts of money investing in Topps products, and need to do my best to protect. Its difficult and frustrating to know whenever theres a problem with a Topps product I buy, Topps is not only unlikely to be helpful, but rather appear to intentionally make it a hassle to remedy. Plus, they show no interest in providing a better experience in the future, making improvements highly unlikely.

  In regard to your asking what happened, as was noted in the BBB complaint Topps replied to, it related to a redemption card I got in a box purchased for $125 before tax from Topps.com. I went to the redemption site to put in the code, and it didnt work. I reached out to customer support, sent images and a description of the problem. I asked if they could look into what the problem was, and if able, do something so I could re-enter. I was told Ill need to mail the card to Topps with delivery confirmation or signature, which Ill be responsible to cover the costs, but no response to any of my questions. Ive always keep redemption cards with the redeemed card, so too bad for me. (Its also not easy to leave my home currently to make the trip to the post office.)

  Its just unfair and inappropriate that after paying the full amount Im responsible for when I bought the box, Topps seems to feel its my responsibility to pay for their mistake. So now, I have to spend my time and another $10 mailing the card, as well as lose the redemption card, as customer support made clear.

  Please know I have reported this for the principal as opposed to financial gain, hopefully at the benefit of the other customers being taken advantage of. My desired outcome of the complaint is for Topps to genuinely commit to improve customer support, although I understand this is not necessarily possible to quantify or confirm. I also request an outcome where I dont need to send the physical redemption card to Topps, or if I do, all of time and money spent will be fully reimbursed by Topps.

  Feel free to let me know if any other specific information is needed.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  07/08/2024

  Hello.

  We are sorry for the delay in resolving the issue with the redemption card/code obtained by the consumer.

  We have determined the issue and resolved this.  The redemption is now in the customer's account and will be shipped in the next 2-4 weeks, if not sooner.

  We have requested a care package be sent to the consumer as a token of our appreciation.

  Thank you,
  Topps CS

  Customer response

  07/10/2024

  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. Once the item in question is received, 2-4 weeks according to response to complaint, the matter will be resolved. Thank you very much for your help, consumers are lucky to have BBB as a resource. I won't hold my breath, but I'll also give the business a kudos for their resolution if they actually send additional items to me, as stated in response to complaint.

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

  
  

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Your sealed case I paid over $3,000 contained damaged cards. The best card in the case. The case hit had multiple scratches and damage to the front of it. A ******************* /50 Gold Refractor. I sent it in for replacement. Within two weeks you whipped up the first available cards and mailed them out. Your company sent me replacement cards without consulting with me. Without giving me any options. This is completely unacceptable and needs to be rectified. I want the direct replacement. I know its possible as there are others that have experienced this. One is currently having the same card, but the /25 orange first bowman auto ******************* Parallel replaced. He is currently waiting on a direct replacement. I want the Same treatment. His name is *************************.

  Business response

  01/03/2024

  Hello,

  Please accept our apology for the delay response, we are investigating this matter and we ask for additional time. We will follow up as soon as we have completed our investigation with a proper update. Thank you for your understanding and our sincerely apologies again.

  Thank you,

  Topps Consumer Relations

  Customer response

  01/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Your response has come several weeks after my repeated emails and finally a complaint submitted to the BBB for help. Myself and many other consumers are victim of this exact situation. We send in our prized pull from a product we spent thousands on ($3250 in this case) one of the hits is damaged (the biggest hit in this case, Druw Jones /50 First bowman auto) We look for a replacement, but are quickly given substantially lesser products. This practice needs to change. I want a direct replacement or the $1500 in check form for the value you designated for the card. I still have the three cards you sent in the same condition you sent them in. I am happy to ship them back. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  04/08/2024

  Please return the three cards to our address in Mesquite Tx via the claims process.  We will start over with your claim.  We will not send any monetary compensation as requested.

  Customer response

  04/16/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** ********  
   
  
  

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Order #**************** On or around Nov 27, 2023 A 2022 Topps Chrome Update Blue Refractor 30/199 was sent to Topps for damage replacement. It was received and processed by topps and the outcome was that the current market value is $25 and it was replaced with two cards totaling $40 of current market value. At no time was I contacted to let me know that I would not be getting a replacement of the same card, was not informed of the incorrect valuation, and would not be given the option to retain the original card. After I contacted support I was told I could dispute the valuation with evidence like recent sales data. I provided recent sales data that places the current market value between $200-$225. This data seems to have been ignored and Topps considers this issue resolved. I do not feel that the issue is resolved and would like the value difference compensated, I would also like to see how Topps plans on ending these poor business and customer service practices.

  Business response

  12/14/2023

  Hello ******,
  
  Thank you for reach out regarding your damaged claim replacement. 
  
  We are sorry for any miscommunication. We are currently investigate your claim and we will follow up with an update. 
  
  The Topps Company will replace any Topps produced card that is determined to be damaged or defective from any current-year product (only), while supplies last. Topps will send a replacement of similar value (same card not guaranteed). Topps uses ******* values when processing claims if the card is not listed in ******* then **** is used to determine. 
  
  By submitting the damaged claim form you agree to Topps terms & conditions.
  
  Thank you,
  Topps Consumer Relations 
  
  

  Customer response

  12/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Per previous communication regarding this issue from Nic at Topps Customer Relations.

  Current market value is based on various factors, including ******* pricing.

  I read this as there are other factors that go into determining current market value other than just ******* pricing. I previously provided evidence that ******* pricing is not accurate with real sales data for this item. This data seems to have been disregarded. Since my last communication I had to purchase another one at the current market value price of $267.55 which further supports the claim that ******* pricing of $25 is not accurate for this item.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  01/03/2024

  Hello ******,
  
  Thank you for reaching out.
  
  We apologize for any misunderstanding. When claims are submitted a random replacement is sent if same card is not available and we use ******* value if the card is listed in *******. If it is not listed in ******* we use **** value. 
  
  A request to have a random $200 **** value card send to you has been submitted for you. We want you to make this right for you we want you to be happy.
  
  Thank you,
  Topps Consumer Relations 

  Customer response

  01/09/2024

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

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First of all, *** spent tens of thousands of dollars in the past six months on baseball cards and have really nothing to show for a value and thats fine. Ive just have a bad luck maybe or maybe they dont get very good cards in their boxes these days but I finally had gotten something decent and ************************* pristine autograph numbered to 75 but when I got the card, it came pre-enclosed by Topps in a case and the card was stuck to the bottom of the two prongs so it was heavily damaged when I got it so I sent it in to be replaced by a card of equal value which is $275 according to **** so Im waiting for my equal value card and all of a sudden today they say they theyre sending me out a *************************** autographed number to 75 a fat slob whose card is worth $40 That is not equal value and thats legal what theyre doing. They cannot do this to me and you cannot allow this to happen. If this doesnt work out, Im falling the lawsuit and small claims court and Im gonna urge others to do the same. This is ridiculous. Its the first and only card I got that was decent and theyre trying to give me a card back for it not a chance.

  Business response

  11/24/2023

  Hello ****,
  
  Thank you for reaching out, regarding value dispute for the replacement card ****************************** received for your damaged ************************* ********
  Please accept our apologies for any inconveniences this may have caused. We have reached out to our claims department to review values and we will email you using the email provided in this ticket with next steps being taken.Please lookout for an email the week of 11/27/2023.
  
  Again, our sincere apologies for the inconvenience. ****,you will receive an email with proper nextstep no later than 11/30/2023.
  
  Thank you,
  Topps Consumer Relations

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October I was gifted a case of 2021 Topps Gold Label Hobby. Upon opening the first 2 boxes I noticed that the BLACK refractors were damage. They either had ink missing on the front or black ink to the back of the card. I immediately called the customer service phone number to find out my options. I was told by the customer service operator that they do not return unopened boxes even though they had factory damage. I was instructed by CS agent that they were aware of the damage and to keep opening it, retain all packing and return it the damaged cards back to Topps. I did exactly that. I packed the cards into team bags which I purchased , placed them in the empty box and then into original case. I paid $25 in priority shipping After 12 months and sending numerous emails I received a package back from Topps. It was a padded mailer with my original cards unprotected. Causing even more damage I immediately contacted Topps via email regrading the twice now damaged cards. I was told they where not in fact going to replace the damaged cards but would send me replacement gold label packs that would have more of the damaged black refractors. They never sent me any replacements Topps willing and knowingly sold damaged items. Topps has refused to replace these items. I still have over 70 damaged black refractors and pictures. I would like Topps to keep their promise and send replacement packs for the 70+ damage black refractors.

  Business response

  11/08/2023

  Hello ****,
  
  Thank you for reaching out.
  
  Please accept our apologies, this is not the customer service experience ********************** wants for our customers.
  
  This matter is being investigated.  Kindly allows us additional time to get back to you with proper resolutions.
  
  Please note due to sensitive information you may receive an email directly to the email address you share via this complaint.
  
  Topps Consumer Relations

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a damaged baseball card from a sealed Topps product. I sent Topps the card to be replaced. They deemed it damaged and offered to send me cards to replace my damaged card. Problem is the evaluation. The same card, as the card I sent Topps, sold for $1300. Topps is telling me the card is only worth $150. They will not give me a fair evaluation. They will not send me my card back.

  Business response

  10/27/2023

  Hi *******,
  
  Thank you for reaching out.
  
  Please accept our sincere apology for any confusion regarding value for your damaged ********************** card.
  
  According to our records values were assessed using current market value via *******. Based on this you received equal value replacement(s).
  
  I have escalated to for further review and our specialty agent will reach out to you soon.
  Again, we apologize for any inconveniences this may have caused.
  
  Topps Consumer Relations

• Initial Complaint

  10/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Back in September 2019 I received a Autograph **** redemption card from a box of 2018 Topps WWE ***************** I redeemed said redemption and it sat in my account for 14 weeks so I decided to request an substitution Autograph card because it was taking so long. Then the pandemic hit, so I knew that it would be a while before they sent me anything while the world was in chaos with COVID 19. So I waited patiently and finally emailed them on 11-11-2020 a whole year later which they didn't respond to my email till 7-1-21 stating that they are still not back in the offices and pretty much I just need to wait till they can fulfill the redemption. So on 4-24-22 I sent another email almost 9 months later and they sent the same email about me just having to wait. It's not like I'm complaining or requesting over and over that I want my card sent I feel I been pretty patient with the situation. So now the wrestler in question isn't wrestling for WWE and on top of that Topps doesn't even own the rights to print or make WWE cards anymore. So I need some kind of replacement card or replacement product from Topps. I've waited 4 years and 2 months for anything to come my way and I have nothing to show from supporting your company and buying your products for the last 30 years. Please send me a replacement card valued at 50 USD, some kind of product valued at 50 USD or refund the cost of the box that was purchased for. 50 USD is what the **** is valued at and the blaster box cost was 30 USD plus taxes. Please respond and hope to hear something soon thanks ************************** ********************

  Business response

  10/27/2023

  Hello ****,
  
  Thank you for reaching out.
  
  Please accept our sincere apology for the long processing time and delays for your **** redemption replacement request. 
  Topps fulfillment center will processing a random replacement for equal current ******* value $25.
  In addition, as a courtesy we have processed a $25 store credit to your ********* account. This can be used towards any online ********* purchase.
  Please note the credit is available for immediate use and does not expire.
  
  Again, we apologize for any inconveniences this may have caused. Once the replacement is process you will receive an automated shipping notification.
  
  Thank you for your patience and for being a Topps customer.
  
  ********************** Consumer Relations

*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. ↩