TCGplayer

Hello!We have actually been in communication via multiple email and social media threads with the customer and have asked our Technology Team to look into the issue he is reporting Unfortunately, his bank has not notified us that the attempted payment failed so the funds have not been returned to us at this time We're certainly willing to work with the customer to resolve the issue and have been communicating with him daily The customer has opened a string of chargebacks via [redacted] unrelated to this payment issue that we are also working directly with him to resolve We appreciate his patience and hope to hear back from his bank with an updated about the bounced funds soon, it can take up to business days for a bounced payment to appear on our accountAs soon as the funds are confirmed we can organize a one time payment via either [redacted] or check to the customer If he would prefer his cards returned to him we can also organize that Best,LeahTeam TCGplayer

Greetings [redacted] ,My name is Kat and I’m the customer service manager here at TCGplayer HQ. I’m sorry to hear you had a negative experience with order # [redacted] placed on 8/19/2017. Our Operations Manager Seth has attempted to contact you via phone regarding this but has unfortunately been... unable to reach you.For order # [redacted] placed on 8/19/2017, we did pay you in full for this order back on 8/28/17. It looks like the customer then sent you a message advising their order was missing a card and you issued a refund of $4.69 for the missing Fatal Push card. As this order was placed by a customer residing in the state of New York it does fall within our tax nexus as our HQ is located in NY. Since the buyer lives in our tax nexus we collect the sales tax on the order. So $4.69 was taken from your next payment to cover the original cost of the missing card and we then refunded the $0.38 in sales tax that we had initially collected on our end from the Buyer. We’re sorry for any confusion this may have caused you! You can read more about how sales tax collection works on TCGplayer in this help file: [redacted] We do not take refunds directly from a Seller’s bank account but instead deduct the amount from their next upcoming payment. We did not deduct the full order amount from your Seller payment. However, we did deduct the $4.69 that ended up being refunded to the Buyer for the missing card. My colleague Allie has provided you with screenshots of this in her latest correspondence to you in your open service ticket with us. For more information on how payments work on our platform please refer to this help file: [redacted] In regards to Seller order protection; our current policy for Seller order protection covers tracked orders that have either gone missing or been damaged in transit (with corroborating pictures). In those cases we will happily credit you for the damaged/lost order if you open a missing package case with the USPS and they are unable to locate/resolve the wayward order.I also want to convey that if you ever feel a buyer may be acting in bad faith we are more than happy to research their account for you. In regards to the buyer for the aforementioned order, I have reviewed their account and they have been purchasing on our platform for over 2 years and have not previously had any suspicious refunds or activity. That said, we will continue to monitor their account to ensure this is not a recurring issue with their orders on our site. We do take instances like that very seriously as we strive to protect our Sellers from fraudulent customers.I hope this helps clears up any confusion there may have been over our policies! Please feel free to contact us via your open service ticket with any questions or concerns.All the best,KatTeam TCGplayer

Revdex.com:I have had an opportunity to finally talk with a live person over the phone about this issue. Seth was extremely helpful and helped me to understand my options to get this situation resolved. He provided me several options and I was able to select the one that worked best for me. I had been asking to talk to a live person for over a week, then when the Revdex.com got involved I received a phone call and the issue was completely resolved within minutes.I am not sure what all of the *** chargebacks are that the TCGplayer employee referenced in their reply to my complaint. They must have had me confused with another issue they are having as I did not prompt anything through *** with TCGplayer. Also, using the term "bounced" could suggest that I was attempting to make a purchase and did not have funds for it. This is not true, the "bounced" funds were TCGplayers funds not arriving in my account due to a mistake on my part when entering my bank account information when trying to sell them collectable cards.Regards, *** *** ***

Hello,We have replied to every message that has been sent to us as have all of our Sellers Although our Customer Service interactions have been met with aggression, insults and coarse language we have still endeavored to resolve the myriad of issues connected to your purchasing account on our site As our Sellers and our Customer Service team have not met your expectations, it may be best if we took care of any remaining discrepancies that are outstanding with TCGplayer and you choose another card selling platform to purchase from Alternatively, due to so many condition / card discrepancies on our site it might be ideal if you choose to purchase directly from a Local Hobby Shop, so that you can receive the service you expect and rightly deserve.***, could you please let me know any orders that you need refunds for and I will take care of them for you today It is extremely rare and very unfortunate when we cannot come to an agreeable resolution with a customer on our site We want our Sellers and Buyers to have a positive experience and sadly this has not been the case for either party We'll take care of any outstanding issues associated with your account and certainly wish you luck with an future purchases outside of our platform.Best, LeahTCGplayer

Hello!We have actually been in communication via multiple email and social media threads with the customer and have asked our Technology Team to look into the issue he is reporting.  Unfortunately, his bank has not notified us that the attempted payment failed so the funds have not been...

returned to us at this time.  We're certainly willing to work with the customer to resolve the issue and have been communicating with him daily.  The customer has opened a string of chargebacks via [redacted] unrelated to this payment issue that we are also working directly with him to resolve.  We appreciate his patience and hope to hear back from his bank with an updated about the bounced funds soon, it can take up to 4 business days for a bounced payment to appear on our account. As soon as the funds are confirmed we can organize a one time payment via either [redacted] or check to the customer.  If he would prefer his cards returned to him we can also organize that.  Best,LeahTeam TCGplayer

Greetings [redacted],My name is Kat and I’m the customer service manager here at TCGplayer HQ. I’m sorry to hear you had a negative experience with order #[redacted] placed on 8/19/2017. Our Operations Manager Seth has attempted to contact you via phone regarding this but has unfortunately been...

unable to reach you.For order #[redacted] placed on 8/19/2017, we did pay you in full for this order back on 8/28/17. It looks like the customer then sent you a message advising their order was missing a card and you issued a refund of $4.69 for the missing Fatal Push card. As this order was placed by a customer residing in the state of New York it does fall within our tax nexus as our HQ is located in NY. Since the buyer lives in our tax nexus we collect the sales tax on the order. So $4.69 was taken from your next payment to cover the original cost of the missing card and we then refunded the $0.38 in sales tax that we had initially collected on our end from the Buyer. We’re sorry for any confusion this may have caused you! You can read more about how sales tax collection works on TCGplayer in this help file: [redacted]We do not take refunds directly from a Seller’s bank account but instead deduct the amount from their next upcoming payment. We did not deduct the full order amount from your Seller payment. However, we did deduct the $4.69 that ended up being refunded to the Buyer for the missing card. My colleague Allie has provided you with screenshots of this in her latest correspondence to you in your open service ticket with us. For more information on how payments work on our platform please refer to this help file:[redacted]In regards to Seller order protection; our current policy for Seller order protection covers tracked orders that have either gone missing or been damaged in transit (with corroborating pictures). In those cases we will happily credit you for the damaged/lost order if you open a missing package case with the USPS and they are unable to locate/resolve the wayward order.I also want to convey that if you ever feel a buyer may be acting in bad faith we are more than happy to research their account for you. In regards to the buyer for the aforementioned order, I have reviewed their account and they have been purchasing on our platform for over 2 years and have not previously had any suspicious refunds or activity. That said, we will continue to monitor their account to ensure this is not a recurring issue with their orders on our site. We do take instances like that very seriously as we strive to protect our Sellers from fraudulent customers.I hope this helps clears up any confusion there may have been over our policies! Please feel free to contact us via your open service ticket with any questions or concerns.All the best,KatTeam TCGplayer

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 11116149, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I, [redacted], have read the TCGplayer Community Guidelines and agree to the terms. However, there is still one more question un-answered. What do I do if I happen to get the wrong card(s) in the future? I don't want to go through this again and I am sure TCG don't as well. I have followed the TCG return polices and refund guidelines by contacting the seller(s). I even message some of them prior to shipping the cards to double check the package. However, the situation TCG is pressing against me comes down to the fact that, I was frequently messaging the seller(s) and reporting back to the sellers about the discrepancies of the cards when I received them, which made it look “unusual” or suspicious. So to keep it short, TCGplayer thinks that I am scamming the sellers by telling the sellers I received the wrong cards. In fact, I am not, I still have a lot of those cards on hand and I feel like I’m getting scammed by the seller(s). Now, I understand that I will buy from gold seller from here on out to reduce the risk as much as possible, but what I am saying is, what if I do get the wrong cards even from gold sellers, what do I do? who do I contact? is it going to be an unusual event again? Are we going to play the blame game all over again? I am not looking for trouble or to make this harder. I am looking for the right thing to do. I have asked questions of this nature more than 3-4 times, and TCG has failed to answer these questions every time. So again, what do I do if I happen to get the wrong card(s) in the future? At this point, the problem is no longer about getting the wrong cards anymore. It’s about the attitude. I agree that I have read the terms and understood it. But in return I do ask TCG staff to treat me and anyone else who comes across this situation with authentic respect, empathy, and eagerness to really help solve the situation. It’s amazing that I had a full conversation with TCG in one day, only because I had to take it this far, realistically this conversation would have been prolonged for at least 2 weeks. Regards,[redacted]

Greetings,It's great that you have been buying from TCGplayer without issues in the past, but the pure amount of reported discrepancies with your delivered orders is outside the norm for Buyers on our site, after processing 39 transactions I see that there have been 38 refunds for various reasons...

but the big uptick in issues has been over the last couple of months. These issues alone are unusual, if as you say Sellers are not supplying you with the correct editions, we would of course suggest that you only order from Sellers who have consistently sent you the cards you expected in the condition you expected.We've also talked to you about our TCGplayer Community Guidelines due to the coarse language used in feedback and the rather aggressive attitude with our own staff. For the record, Chris is a valued member of our staff who goes out of his way every day to help Sellers and Buyers alike. No one is calling you a liar, Chris was also not "spamming" you, you said you no longer wanted to purchase on our site and Chris was sending forward the purge instructions if you wanted your data removed from our site. It sounds like you have changed your mind now and do want to continue buying with us.If so, there have to be some changes made. First, you need to make sure you are ordering from [redacted] or Sellers who you have a good relationship with so you're sure you are getting what you want.TCGplayer does not currently have phone support (perhaps in the future) so all disputes must be handled via email right now.Best,Leah