Horrible Service from Topps!!! UPDATED 9/9/11

[bonzomoretti]

I was wondering if anyone else here has had problems getting replacement cards from Topps. I am still trying to get the replacement auto and a relic card from the Gypsy Queen issues. I was missing an Auto (as most of you have) AND a relic in the same box. 1 of the packs had 2 of those cardboard inserts so I am thinking that there quality control may have mistaken it for another relic.
Anyway, as posted on the board here a while back, I emailed Topps an image of the UPC, my receipt and a wrapper as required. I immediately received an email back that I would be notified in 2 days of the result of my complaint. I was notified that it was taken care of and that if I had any other problems to call customer service. 2 months later, nothing. I email, get the same response. I call customer service, they said they would take care of it and if I had not heard anyhing in 10 days to contact them again. 10 days later...nothing. I email that I have not received anything. Once again around the horn...email...customer service call...I email them 3 weeks ago and ask for my money back as I did not get what was promised in this product. Email says call customer service. I call customer service, gentleman was very helpful and understanding why I was upset. He actually looked up my incident number and into the problem and found that there never was any paperwork sent to shipping. BSing me or not...who knows. 2 weeks later, nothing. I sent a message Saturday stating that my requests have been ignored and I demand my money back. NOTHING yet!
I collect baseball cards only. Topps is the only manufacturer of baseball cards. If there was another, they would get my business.
Anyone have a connection at Topps that I can call to get something done? I don't even want the cards now that that issue has come and gone.
Any suggestions out there?
Does Topps visit this board?
Are they a sponsor and this thread will be deleted???
Thanks for letting me rant...a very disappointed Topps (unfortunately) customer. I hate monoplies and I don't mean the board game!

 

[SWCAutographs]

Sorry to hear about the mixup in your box purchased. Hope everything works out.

 

[Copeskey45]

I was actually thinking about buying a box of Gypsy Queen but after seeing stuff like this happening, I think i'm going to veer away from that product.

 

[mintman2]

Not saying your situation doesn't suck but....... They technically don't have to give you anything as stated odds are always for the entire print run, not individual boxes. Unless they did something different for Gypsy Queen that I don't know about, like they do for Topps Sterling.

 

[bonzomoretti]

Not saying your situation doesn't suck but....... They technically don't have to give you anything as stated odds are always for the entire print run, not individual boxes. Unless they did something different for Gypsy Queen that I don't know about, like they do for Topps Sterling.

Front of box states, if I remember correctly, that "1 autograph and 2 relics in every box". They publicized a problem that many of the boxes were missing an autograph card and they would send one with proof of purchase (receipt and upc). They even told me in my first email that they would resolve the problem.

 

[mintman2]

Front of box states, if I remember correctly, that "1 autograph and 2 relics in every box". They publicized a problem that many of the boxes were missing an autograph card and they would send one with proof of purchase (receipt and upc). They even told me in my first email that they would resolve the problem.

They do say that but somewhere on the box there's a disclaimer regarding the entire run. If they publicly acknowledged a mistake that's a different story. Since they did acknowledge their mistake I would have to believe they're doing everything they can to take care of their customers and your case just happened to fall through the cracks, and continues to fall. Several years ago I had an issue with Upper Deck and even though every communication with them they acknowledged they screwed up it took something like 15 months to resolve.

 

[bonzomoretti]

They do say that but somewhere on the box there's a disclaimer regarding the entire run. If they publicly acknowledged a mistake that's a different story. Since they did acknowledge their mistake I would have to believe they're doing everything they can to take care of their customers and your case just happened to fall through the cracks, and continues to fall. Several years ago I had an issue with Upper Deck and even though every communication with them they acknowledged they screwed up it took something like 15 months to resolve.

Yes, but wouldn't you think it would be best for them to take care of their customers as the power of the internet, a forum such as this, could do damage to their business. It would not be good business practices to "screw" the customer. An example of this is right here in this thread. Read Copeskey45's note above. All you need is several people to not buy a box of their product and already they have lost biz. It makes no sense for them to "screw" their customer.

 

[bongo870]

sometimes Topps will only ship every 2 weeks. So if when they said it will go out and that day they missed the shipment with everything else you may have to wait anohther 2 weeks to get it..

 

[bonzomoretti]

sometimes Topps will only ship every 2 weeks. So if when they said it will go out and that day they missed the shipment with everything else you may have to wait anohther 2 weeks to get it..

Well in this case, they missed 8 shipments!!!!!!!!! LOL! ooops, not funny!

 

[David K.]

Sorry to hear about your problems with topps! I hope it gets resolves soon! Best regards, David

 

[mrmopar]

I'm just guessing here by your statement that if there was another card maker for baseball, they would get your business, but it sounds like you will continue to buy their product regardless. In the end, there may be nothing that helps remedy this type of poor service except loss of sales. As much complaining as I hear about the card makers, customer service, etc...nobody stops buying cards from these manufacturers. Therefore they don't have to worry about improving their customer service if they continue to sell out products.

In the end, they got their money a long time ago, as you are probably buying from a retail outlet, hobby shop or a distributor/wholesaler (all of whom bought directly from Topps or someone else who bought from Topps), and not directly from Topps yourself.

It is unfortunate to hear and although I agree that the stated odds are just that, odds, the industry has basically treated the odds like a guarantee (by compensating those who do not meet the basic odds) and they sell off those principles. It's like promising a certain player will appear in a set and offering a redemption card (to boost sales and get the product out faster) only to later say the player didn't sign or something and giving you a random replacement of an unequal player.

 

[BiggioDiogu759]

They do say that but somewhere on the box there's a disclaimer regarding the entire run. If they publicly acknowledged a mistake that's a different story. Since they did acknowledge their mistake I would have to believe they're doing everything they can to take care of their customers and your case just happened to fall through the cracks, and continues to fall. Several years ago I had an issue with Upper Deck and even though every communication with them they acknowledged they screwed up it took something like 15 months to resolve.

Doing everything they can??? That must be a joke. If they were doing "everything" they would provide 10000% better customer service. They are becoming a joke of a company. Take care of your customer, and stop BSing everyone.

 

[mintman2]

Even the BEST companies (and people) make errors. Have you not ever made an error even though you were trying your best ?

I haven't seen any evidence they're BSing "everyone". They admitted publicly the screwed up. Even if they're doing everthing humanly possible there will still be errors, it's inevitable. PEOPLE make mistakes, sometimes major ones, and sometimes a couple in a row.

Sure, you're peeoed you're the error, that's understandable. All you can do though is stay on top of the situation and it will work out.

Some unsolicited advice................
Making absolute demands, demanding things, and threatining some sort of retribution can only hurt you in the end. All it will do is tic off whomever you're currently dealing with so I would suggest to stop doing that.

flies
honey
vinegar

 

[bonzomoretti]

In the end, there may be nothing that helps remedy this type of poor service except loss of sales. As much complaining as I hear about the card makers, customer service, etc...nobody stops buying cards from these manufacturers. Therefore they don't have to worry about improving their customer service if they continue to sell out products.
.

There-in lies the problem. There is only one company to purchase baseball cards from. I can not blame the company (Topps) as it is MLB that gave them the opportunity to "corner" the market on B'ball cards. It is Major League Baseball that is relying on Topps to do a good job as it is representing their product (MLB). MLB should be concerned about Topps' customer service as in the end, it is MLB that would loose the business (whatever Topps paid for having the baseball market) as if Topps product doesn't sell, they won't pay MLB for the rights (or not as much).
Just like baseball cards, baseball tickets keep going up and people keep buying the product. I've cut my going to ball games way back over the last few years (going to "0" this year). I will consider doing the same, cutting back, with B'ball cards. Much of that will depend on how /if Topps hears me, hears US, and responds.

 

[bonzomoretti]

Even the BEST companies (and people) make errors. Have you not ever made an error even though you were trying your best ?

I haven't seen any evidence they're BSing "everyone". They admitted publicly the screwed up. Even if they're doing everthing humanly possible there will still be errors, it's inevitable. PEOPLE make mistakes, sometimes major ones, and sometimes a couple in a row.

Sure, you're peeoed you're the error, that's understandable. All you can do though is stay on top of the situation and it will work out.

Some unsolicited advice................
Making absolute demands, demanding things, and threatining some sort of retribution can only hurt you in the end. All it will do is tic off whomever you're currently dealing with so I would suggest to stop doing that.

flies
honey
vinegar

I think you have missed the whole point. I have given them 6 chances to fix this. I was told the first time (email) it would be fixed. I gave them 2 months and then contacted them 5 more times over another 1.5 month period as I was being lead to believe each time that it would be fixed. They admittedly missed the boat (the second phone call to them) and didn't let shipping know of my problem. They then told me for the 5th time it was taken care of. At what point do you hang a fly strip over the plate of honey? Enough is enough.
I have had several problems with packs in the past with creased or damaged cards and they replaced them without any issue as long as I had proof of purchase. This was the first time I have had a problem.
Look, I have been contacted by a Topps rep and hopefully this will be taken care of. It is just too bad that it had to come to this point to be heard as I feel my complaint was being ignored.

 

[nhcards]

certainly an unfortunate incident that needs to be resolved with a nice BONUS as well, and i don't mean a pack of topps series 2 either - maybe a pack of tribute or something. that said, my experience with the numerous card companies for 30 years is that ACROSS THE BOARD topps has had superior customer service in relation to the other companies. even with a direct purchase account upper deck sucked. "inkworks" was good - they would even honor long expired redemptions - i got a MIB2 tommy lee jones auto a couple YEARS past expiration - at the time a $300/$400 card. i don't really buy the allowing topps to "corner the market" theory. ALL the other companies proved to be at BEST not viable financially. they were all heavily in debt and not paying their debts - to lenders, MLB and everyone else. in the case of upper deck it reached criminal levels of fraud. the hierarchy there should be in the slammer. if one of us was convicted of the same crimes as found in the yu-gi-oh matter we would be DOING TIME - SERIOUS TIME - counterfeiting, theft of intellectual properties - we'd have a nice little federal sentence so we could ponder our decision making process. upper deck also owed millions to MLB and to the stable of UD athletes. if you recall the player agents and MLBPA urged the athletes to stop signing for UD as the athletes weren't getting paid. the bottom line is topps was/is the only viable business partner. if panini can establish themselves in the USA as a viable entity they will be considered for an MLB trading card license. MLB is like any other corporate entity - they want to expand their market & brand.

 

[bonzomoretti]

As a result of this thread being posted and the comments posted here on "The Bench", I was contacted by a Representative of Topps about a month ago about this situation and received the cards to make up the ones that were not in the box PLUS several extra autos were "thrown-in" to make up for the issues I went through to get back what I had not received. The rep even asked me, via email, what my favorite team was and they were able to include an Angel Pagan auto amongst the returns.
While I went through headaches, emails and several months later, Topps came through and did the right thing! Thank you Mike, the Topps rep that monitors the trade boards, and all the traders here that expressed their thoughts here on this thread...Peace, Mike

 

[rotorob]

As a result of this thread being posted and the comments posted here on "The Bench", I was contacted by a Representative of Topps about a month ago about this situation and received the cards to make up the ones that were not in the box PLUS several extra autos were "thrown-in" to make up for the issues I went through to get back what I had not received. The rep even asked me, via email, what my favorite team was and they were able to include an Angel Pagan auto amongst the returns.
While I went through headaches, emails and several months later, Topps came through and did the right thing! Thank you Mike, the Topps rep that monitors the trade boards, and all the traders here that expressed their thoughts here on this thread...Peace, Mike

Mike -
Glad you got a good resolution.

 

[mintman2]

As a result of this thread being posted and the comments posted here on "The Bench", I was contacted by a Representative of Topps about a month ago about this situation and received the cards to make up the ones that were not in the box PLUS several extra autos were "thrown-in" to make up for the issues I went through to get back what I had not received. The rep even asked me, via email, what my favorite team was and they were able to include an Angel Pagan auto amongst the returns.
While I went through headaches, emails and several months later, Topps came through and did the right thing! Thank you Mike, the Topps rep that monitors the trade boards, and all the traders here that expressed their thoughts here on this thread...Peace, Mike

Resolved within three weeks of your initial post. Pretty good !

 

[bonzomoretti]

Resolved within three weeks of your initial post. Pretty good !

Pretty Good????
4 MONTHS SINCE I FIRST INQUIRED TOPPS ABOUT IT!!!!!!!!!!!!!!!!!!!
6 emails to Topps Headquarters....3 Phone Calls to customer service. 8 emails to their rep that monitors this board. PRETTY GOOD?????????
Don't get me going......think good thoughts......think good thoughts......

Just very happy it is finally resolved and they threw in a few extras, but it has effected my card buying for sure.
They should just lower prices, not advertise what is in each box and if you do get a relic or auto, consider yourself lucky. But purchasing a box for $100 and being promised something that was not inside that box is just poor business.