Edwin Perry

Hello,We do have correspondence with the customer but we have provided him with multiple situation where he need to get his cards graded by a reputable grading company to see if they qualify to be replacedOur company policy states that were are only allowed to replaced cards if the over all grading is graded below an 8.5, it is not based off a sub grade on the card it is an over all grading.Customer has two cards that are graded at an that he wants replaced and they do not qualifyThere are also another cards that have not been graded, these cards are all worth a fair amount of money and with all images that have been sent there show no damages at allWe suggested to the customer that in order to consider them if they need to be replaced he must have them gradedHe has refused to do so and has sent a couple emails asking for a case number which we have denied each time as the cards have been looked at by multiple sources saying the do not qualify to be replacedUnfortunately until the other four cards get graded they will not be replacedIf the card get graded and do fall below the grading scale the will be replaced with cards of equal Beckett b=value or higher Thank You, Upper Deck Customer Service

Hello,We refunded this customer for the issue with e-PackWe apologize for the delay in the refund.Thanks,*** [redacted] Customer Service Supervisor

Hello, Unfortunately we cannot the authenticity of this hologram numberOnce we cannot confirm the authenticity of a hologram, we cannot comment any further on the item Sincerely, [redacted]

We have contacted the customer in regards to his redemption he is talking about and will take it from hereI have attached the email that was sent to the customer

Hello, This is our policy for all customersWe go by Beckett value for pricing on our trading cardsThis value if what we determine the card is worthWe are working diligently on getting this and every athlete with a redemption card to be signed and completedWe have offered him the option to replace this redemptionThe replacement process is consistent for all customersthis is the only option we have available beside this customer waiting for the card to be signed and completed Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [ This is not appropriateWhat upper deck is saying that if you receive a gift and it is damaged then you are out of luckI have the UPC and and tinI should not be punished for getting the best card in the set damagedThis card is a holy grail of the series one hockey and I deserve a good copy of itThis service is brutal and highly unfair to me as a consumer and collectorRegards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I am not satisfied with this response because it doesn't solve any of the issues I have with the situationBeckett values are often highly inflated due to drive the demand for products, except in certain situations such as rookie autographsFor example, [redacted] usually sells at retail or even higher than Beckett value, while most non-rookie autographs listed at the same price sell for much less than their Beckett retailEven with all of that aside, it's pathetic that it takes this long to receive a card after you spend hundreds of dollars on boxes, and then get told if you want a replacement, they "can't guarantee anything"So If I get a replacement, I could potentially receive someone with virtually no value, or someone I don't care forDo they have an inventory? Do they have any idea of what cards they have available? It would be hard to imagine a company of their size having no record of what they have in stockBottom line is if it takes years to get redemptions back to the consumer, don't offer themIf something happens, offer a little more than "give us some players and maybe you will get one of them"At least guarantee them a bonus if they do wait, as no one should make their customers wait this long for a product they are guaranteedBefore the generic response of "send us players and we will try to get you one of them with an equal Beckett value" is sent, know that it won't suffice and I will take it as far as possibleThis is a joke Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Their offer is to do nothing, and cost a customer hard earned money My reason for declining is the same as I've mentioned all along, it took them years to get an item to me, of which I don't believe I received Their short answer is correct, I could have went to them at any point in the years and got another replacement However, I wanted the item I had redeemed, and had decided to wait it out I was not going in and following up weekly with Upper Deck, my assumption was that they did business a little efficient, as well as effective Making a customer wait 4+ years for the item they wanted and paid for, and then not notifying that customer their items had shipped or been received is terrible business I will reject all offers until I get replacements, as I paid for items, and if they are so inept at providing the items they sold, I would like at least something equal to or greater in value Thanks for the follow up Regards, [redacted] ***

Hello [redacted] We are contacting you in regards to a missing Sketch Card and two other cards that you had issues with for Marvel MasterpiecesHere at Upper Deck we always resolve issues with product that is missing or damaged, for future missing or damaged product you do purchase feel free to contact us through email or by calling our customer service number and a representative will be more than willing to help out.Can you please go into a little bit more detail as far as the two “base” cards you received? If you could send us pictures of those two cards it would be greatly appreciatedAlso in order for us to create a customer service case for your issue we need you to fill out the information below:Full name: Address: Phone Number: Card Product/Year: Card Number(s):What's Damaged or Missing: Where did you purchase the item from: Do you still have the receipt: Do you still have the holograms and UPC:Thank You,Upper Deck Customer CareUpperDeckStore.com ? F [email protected] Upper Deck Co-Rutherford RdCarlsbad, CA

Hello, In regards to ID # [redacted] Once six months has passed from the shipped dateWe are unable to assist with resending out another replacement package due to us not be able to file a lost mail claim affidavit with the carrier it was shipped through The customer had the option to replace the redemptions over the four year timeframe that they have waitedUnfortunately due to the amount of time that has passedWe would be unable to assist with this complaintThanks, [redacted] Customer Service Supervisor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Upper Deck sold products guaranteeing content that they have failed to deliver or replaceI understand that there may be extenuating circumstances with some players not signing, the company not continuing with an MLB license, etc., however, they sold many many products that contained these redemption cards in place of the guaranteed content for their products with no disclaimer (although they state that they have started to do so, that does not resolve years of not doing so) that the guaranteed content could be replaced by a redemption card that they would no longer honor in any reasonable wayIt is not acceptable to me to have them sell these products with documented guarantees on the packaging and then, rather than honor the guarantees that the customer took into account when purchasing the product, offer to put them in a raffle where you are guaranteed absolutely nothingI would be fine with my cards being replaced with sports cards that Upper Deck still produces (i.etrade baseball redemptions that they can't honor for basketball or hockey cards), however, I am not okay with being offered raffle tickets in lieu of content that I was promised and paid forIt seems ridiculous if I were to purchase a 50" television that if, instead, in the box there was a 30" television and a ticket that said "sorry, this was last years model - but if you send this ticket in we will put you in a drawing to possibly win the other 20" that the box said was going to be in here!", yet that is exactly what Upper Deck proposes as a solution.]
Regards,
*** ***

I have been in contact with someone from Upperdeck and I have provided them all there informationThey emailed me about my Revdex.com complaintThey said they were going to do something and write up an orderIt took them a week to respond backI have yet to hear any confirmation back what they are exactly doingThis PDF fileSent from them is exactly the information I have provided them from *** ***She informed me this is all being taken care ofI will not close my case until I get confirmation what is going onIve privided them all the information they needI will copy and paste the message I received from ***. ***, ***to medays agoDetailsHello *** In order for us to finish off creating your case we need to know your complete mailing addressOnce we receive that information we can move along and continue to process it and have your missing sketch card sent out.Thank You,Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.There are a number of cards which I would like to returnIn our correspondence they were willing to accept many without gradingThey were unable to see the damage done to the two cards in question through pictures (it is difficult to see the damage)My resolution was to send the two damaged cards to have them manually in person view and determine at that point if they're in good conditionI believe that when they see the cards they will understand the damage and be willing to replace themI have no idea why this simple action is unsatisfactory on their end.My other solution would be for Upper Deck to pay for the two cards to be graded if they fail to get at least an grading (beckett card grading scale)I'm fine waiting for the cards to be replaced (I've waited over months already for a resolution) so if they cover the cost of the cards we can go that routeI should not have to pay out extra funds to prove that the card was not in a satisfactory conditionYou would think the people who make the cards would have the best idea on what would pass their quality controlI am an avid hockey card collectorI spend north of 100k a year on Upper Deck productsI would hope that the service I receive reflects the investment I've made into the company. I would like this matter resolved and unfortunately after being stone walled (even when talking about the cards they're willing to accept) I have no other option than to find other outlets for resolutionThanks,
Regards,
*** ***

Hello,
We only replace missing or damaged cards from product with both the upc code and receiptThis information is also on our website stating that this is our policy on missing or damaged cards from productThis is a policy that is consistent for all customersWe would need both of these items
to assist with this issue
Sincerely,
*** ***
Customer Service Supervisor

Hello,
The Wild card is if the winner for that seed and division did not have a redemptionThe Gonzaga Bulldogs that were the winners for the seed in the south division which had there own redemption in this product for that seed and divisionThe wild card this customer has was not the winner
being that they are for teams that do not have a specific redemption in this productThis is how this promotion worksHe would have needed to have a Gonzaga redemption to be eligible to be a winnerIn regards to the customers other complaint we are currently waiting for the athletes to sign and complete his pending redemptionsHe always has the option to replace these redemptionsHe would need to name five players or teams that he likes to collectWe cannot guarantee those players or teams but it will be of equal Beckett value
Sincerely,*** ***
Customer Service Supervisor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and
find that this resolution would be satisfactory to me Upper Deck provided me the refund I appreciate the Revdex.com handling the claim, as well as Upper Deck for rectifying the situation in a very timely manner
Regards,
*** ***

Our expiration date for redemption's has been extended to a year past the expiration dateWe understand that people do purchase older product which is why we extended the dateIt does state on our boxes that there are Time Sensitive cards that maybe inserted into productUnfortunately, we will
not be able to honor this customers year old redemptions for a sport that we no longer have a license forThe customer is more than welcome to submit his expired redemption's into our raffle that we hold times a year

Hello,
Unfortunately we would need both the upc code and receipt to assist with this customers issue. This is a policy that is in place for all customers. We would be unable to assist with this issue. This is a policy that we would have to adhere to.
Sincerely,
[redacted]
Customer Service Supervisor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[   This is not appropriate. What upper deck is saying that if you receive a gift and it is damaged then you are out of luck. I have the UPC and and tin. I should not be punished for getting the best card in the set damaged. This card is a holy grail of the series one hockey and I deserve a good copy of it. This service is brutal and highly unfair to me as a consumer and collector. Regards,
[redacted]

Hello,
This is our policy for all customers. We go by Beckett value for pricing on our trading cards. This value if what we determine the card is worth. We are working diligently on getting this and every athlete with a redemption card to be signed and completed. We have offered him the option to replace this redemption. The replacement process is consistent for all customers. this is the only option we have available beside this customer waiting for the card to be signed and completed.
Sincerely,
[redacted]