Edwin Perry

Damages were seen on all cards except for the higher end/value card. With the two higher end/valued cards they are required to be graded as there is no visual damages, customer does know this process as he as done it before. All higher end cards that are in question for damages are looked at by higher management, if there is no visual evidence of damages the cards are always request to be graded and if they fall below the over grade of 8.5 they a replacement and or compensation will be discussed. As stated in all previous emails the card must be graded before we can further assist. There are no card for card replacements for the cards in question. If the card was to grade below the 8.5 extra compensation would be discussed and the customer would keep the card in question. No cards will be mailed as we are not help responsible for any lost or stolen mail and we do not receive mail without a case number or an attention line. Customer knows the policy as he has done cases with us before.  Thank You,Upper Deck Customer Service

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

Hello, When it comes to Upper Deck ePack and purchasing on there you do have to go through multiple steps of confirmation before the order is authorized and gone through. Per Upper Deck ePack Terms and Conditions there are no refunds or exchanges especially if the cards have been opened. Upper...

Deck ePack is first and for most a digital to digital trading card website and not all cards qualify to be shipped physically. The only cards that qualify to be shipped will have an orange transfer symbol to the bottom left of the card. For example the only cards that can be shipped physically are autographs, memorabilia, parallels and achievement cards. In the customer service departments we do not deal with the funds, so if the customer would like to file a dispute or fraudulent purchase they do have to do so through the credit card company or [redacted] and either of those will be in contact with our accounts department to have things looked at.

Hello,
We are still waiting for the athlete to sign and complete these cards. We anticipate the athlete to sign and complete these cards. We always have the option to replace the redemptions after 45 days from the date it was redeemed. The customer can name five players or teams that they like to...

collect. We cannot guarantee those players or teams but it will be of equal Beckett value. We use Beckett they have been the gold standard in valuing trading cards for the last 30 plus years in the Hobby. When a consumer refers to [redacted] it is basically an auction site to where consumers will overpay or underpay for an item due to the demand and how much they want the item. The option to replace this redemption for the customer is still available if they are tired of waiting for the cards to be signed and completed.
Sincerely,
[redacted]

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 replaced. Our 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 8.5 that he wants replaced and they do not qualify. There are also another 4 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 all. We suggested to the customer that in order to consider them if they need to be replaced he must have them graded. He 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 replaced. Unfortunately until the other four cards get graded they will not be replaced. If the card get graded and do fall below the 8.5 grading scale the will be replaced with cards of equal Beckett b=value or higher.  Thank You, Upper Deck Customer Service

Hello,  In regards to ID #[redacted]. Once six months has passed from the shipped date. We 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 waited. Unfortunately due to the amount of time that has passed. We would be unable to assist with this complaint. Thanks,[redacted]Customer Service Supervisor

The Following Pages are showing that the refund amount totaling 4599.97 was credited back to [redacted]                                                       ...

                                                                            Thank you,                                                                                                                              The upper Deck Company

The following pages are copies of the email chain that we had with customer [redacted] We asked him for all of his information that was needed to create a missing card case for his Marvel Masterpieces[redacted] Sketch Card and Base Cards.His case was created on 08/16/2016. Once the case was created the customer was sent the customer Service case number. As you will see in the pages to follow that email was sent. When a customer Service case is created general turnaround time for processing and shipping is 4-6 weeks. His package was sent out 09/01/2016 via FedEx, which does fall within or processing time frame.Thank You,[redacted]

Hello,
Unfortunately we cannot the authenticity of this hologram number. Once we cannot confirm the authenticity of a hologram, we cannot comment any further on the item.
Sincerely,
[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 Masterpieces. Here 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 appreciated. Also 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 ? 800.873.7332 F [email protected] Upper Deck Co-2251 Rutherford Rd. Carlsbad, CA 92008

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

Hello,
It looks like this card is not going to be produced. This redemption was redeemed over the phone and we did not have the information available that this athlete lost the cards. We would need this customer to name five players or teams that you like to collect. We cannot guarantee those...

players or teams but it will be of equal Beckett value.
Thanks,
[redacted]
Customer Service Supervisor

Hello,
These issues have been resolved we sent out his replacement cards. These cards were sent out two weeks.
Thanks,
[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.
I previously contacted Upper Deck E-Pack customer support, and was told that they do not issue refunds and that I should contact [redacted].  I contacted [redacted] customer support, and was told that I would have to contact Upper Deck E-Pack.  It appears that the breach was on the upperdeckepack.com website, so I believe this would be Upper Deck's problem and not [redacted]'s.  In any case, I seem to be getting the run-around from Upper Deck.  I am merely seeking a refund since my account was breached on their system.  The cards that are in my online portfolio can be returned to them easily.
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 4 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 4 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]

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 situation. Beckett values are often highly inflated due to drive the demand for products, except in certain situations such as rookie autographs. For 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 retail. Even 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 for. Do 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 stock. Bottom line is if it takes years to get redemptions back to the consumer, don't offer them. If 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 guaranteed. Before the generic response of "send us 5 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 possible. This is a joke.
Regards,
[redacted]

We are sorry that you rejected our response, however, we will not be able to fulfill a redemption from a product that is 8 year old and a sport that we do not have a license to. It does state on our boxes that there may be time sensitive cards (redemption's) inserted into boxes. We will not be able to fulfill this customers redemption nor replace it.