Just opened up a package from Topps and a card is missing

[Zoop]

They didn't include one of the cards of the two in my package. What's the official protocol for this? I can't find the thread where it was discussed.

[jewcer2k5]

Call Topps, get run around, slam head against wall, call Topps, get run around, slam head against wall....rinse and repeat. Sorry for your loss.

[Zoop]

Call Topps, get run around, slam head against wall, call Topps, get run around, slam head against wall....rinse and repeat. Sorry for your loss.

I always e-mail and have a good success rate doing that. It takes longer for a response but I usually walk away happy. I recommend doing that for everybody. :)

[Super8er]

Did you record yourself opening the package? I got in the habit of doing that when opening Topps, Panini or BO higher-dollar trades/sales.

[85GoCards]

Unfortunately none of the cases I've seen have gone well.
Topps: "We shipped it."
You: "No you didn't. The card was not included in the package."
Topps: "Uh huh."
You: "No, you forgot one of the cards."
Topps: "Nuh uh."
You: "Can I speak to your manager?"
Topps: "Nuh uh, no backsies!"

Click

:(

[cnewby]

I always e-mail and have a good success rate doing that. It takes longer for a response but I usually walk away happy. I recommend doing that for everybody. :)

sounds like you have your solution already...

[Super8er]

I always e-mail and have a good success rate doing that. It takes longer for a response but I usually walk away happy. I recommend doing that for everybody. :)

What email do you send redemption/replacement requests to?

[2012 SP COLLECT]

They didn't include one of the cards of the two in my package. What's the official protocol for this? I can't find the thread where it was discussed.

You will receive a exclusive very rare Pete Rose Autograph. I hear that guy never signs:D

[Zoop]

sounds like you have your solution already...

Well aren't you just a bundle of fun to be around.

What email do you send redemption/replacement requests to?

customersupport@topps.com. :) Enjoy and good luck in the future!

[Super8er]

Thanks! Been waiting since 2011 for a few Ginter autographs, I think its about time I give up on them and request replacements.

[WCTYSON]

How do you know it was supposed to contain both cards? It is very likely they have been shipped separately.

[cnewby]

Well aren't you just a bundle of fun to be around.


You can't say it wasn't a little odd that after ONE response you answered your own question. :D

[Zoop]

How do you know it was supposed to contain both cards? It is very likely they have been shipped separately.

The packaging slip said both were included.

You can't say it wasn't a little odd that after ONE response you answered your own question. :D

I didn't answer my own question, at least not knowingly. I thought there were struggles with proving they didn't ship them or something (I heard they robbed people of 9+ $500 cards), so I wasn't sure if there was a way to fight them or not.

And no, I didn't record myself opening the package. I have three active redemptions and I didn't think they'd screw me out of such a low number of cards, but I guess I was wrong. 50% efficiency! Hooray!

[sportzkid]

I had the same thing happen with a card that was sent to me via fedex. Luckily I was caught off guard when it was dlvd and I opened it in front of the Fedex worker who saw nothing was included in my package besides a packing slip and she notated it on the tracking info. Topps has given me the runaround for almost a month now and I tried the email method and every time I call the mgr I have to speak with in in a meeting or left early... Its a $400-500 card also so I cant just forget about it

[cardsharkk]

WHAT IS THE CARD missing?!?! This has been happening with Kris Bryant Redemption Autos... wondering if happend with lower end deals too...

[free2131]

Sucks man. Maybe they are trying to steal some cards to sell since they're losing the NFL license! ;)

[cardsharkk]

I had the same thing happen with a card that was sent to me via fedex. Luckily I was caught off guard when it was dlvd and I opened it in front of the Fedex worker who saw nothing was included in my package besides a packing slip and she notated it on the tracking info. Topps has given me the runaround for almost a month now and I tried the email method and every time I call the mgr I have to speak with in in a meeting or left early... Its a $400-500 card also so I cant just forget about it

That is so ridiculous of topps!! Cant wait to see when someone actually has a video of this happening... its bound to happen... I got a package from them 2 weeks ago with 5 cards, well over $3,000 in ebay SV... I recorded opening it after hearing all these horror stories!! Luckily all 5 were in there, as the packing slip showed... My Slip was Actually Signed by TWO DIFFERENT TOPPS EMPLOYEES, who both signed all 5 cards were in there... not sure if its normal to have two people sign off, or maybe now they are having things checked twice... in any event really sucks topps is doing this, and people are losing cards because of it... I am certainly recording anything I get from Topps from now on, and hope others do the same just to have some proof beyond your "word"- As apparently topps doesnt care about your word, and they will just give you the run around

[WCTYSON]

The packaging slip said both were included.

I see. Unfortunately for you it will not work out for you. I just do not see them sending you another if the slip says it was shipped. Do you know how many lies they hear everyday? Unless they are somehow able to see their mistake, they will not be able to just take your word for it.

[gingerscards]

I read this thread and got the topps email addy from a post from one of the members , as it got me thinking of a issue I had that went unresolved and I had basically giving up ,well wrong thing to do ,I decided to email Topps about my unresolved situation about 15 minutes ago

to my surprise BAmmm a return Email form Topps ,wow in 15 minutes after countless hours on the phone in 2012 and 2013 , unbelievable

here is the Email I just receive ,( so people start emailing your problems ,looks like they have a team directly assigned to this )



Thank you for contacting The Topps Company. We have received your request, and will happily respond as soon as we possibly can. We look forward to speaking with you, and hope to resolve your issue to your utmost satisfaction. Sincerely, Customer Service Team

To update this question by email, please reply to this message. Because your reply will be automatically processed, you must enter your reply in the space below. Text entered into any other part of this message will be discarded.

[===> Please enter your reply below this line <===]

[===> Please enter your reply above this line <===]

If your issue remains unresolved, please update this question here.

Question Reference #140806-000101
Questions: Replacements
Date Created: 08/06/2014 01:57 PM
Last Updated: 08/06/2014 01:57 PM
Status: Unresolved

Discussion Thread
Customer By Email (Mr Neri) 08/06/2014 01:57 PM
I have sent several emails , spend hours on the phone and actually got approval from one of you reps/manager ,that I would received replacements of equal value for the two 2102 five star redemption Russell Wilson rc autos , I documented everything and the problem was I receive badly damaged cards due to the redemption center in New Jersey ,sent my Russell Wilson rc autos in over sized top loaders with No penny sleeves for proper protection ,they was badly scratched front and back ,corners and edges was ruined , I was very disappointed with such a high dollar product and those being my two big hits in my case

I can provide pictures of the incident and proof of my redemptions and said damage ,and being I am in customer service industry myself ., I know there is recordings or documentation in your computers of my complaint and phone conversations


if a manager an call me that would very nice (401) xxx-xxxx , I work alot so if I miss call ,please leave a message with a contact number and name


Topps had always been my favorite product to buy year in and year out , hate to have something like this cause me to stop buying your cards


thank you ,very disappointed customer ( my next step would be to tweet this to the world so they know just how forgotten about and taking advantage off ,I also belong to several card trade sites and will do my best to get the word out on my experience ) ,I would much rather not do this like I said Love your products and like to continue buying them in the future

[---001:001945:05265---]

I hope this gets fixed for me and for everyone else who maybe having similar problems ,good luck everyone , had to share

here is link to said cards and problem I had

I document everything when I have to and goes to show you can never be too careful ,it may eventually pay off

https://www.flickr.com/photos/gingersportscards/sets/72157634955920717/

[tonedef2oo8]

While recording sounds like a great idea it really isnt. What stopping someone from opening it off camera reseal and open it while recording. Nothing. And as a matter of fact it wont be long before some toolbag tries this or has already tried this.

[nmculbreth]

How valuable is the missing card?

In my last redemption shipment one of the 20 or so card that I was supposed to receive (a Lance McCullers chrome refractor auto, FWIW) was missing so I called Topps customer service and they sent out a replacement a few weeks later. I doubt they'd have been so accommodating if it was something rare or valuable but it's definitely worth contacting them to see what they're willing to do.

[Joe Light]

Unfortunately none of the cases I've seen have gone well.
Topps: "We shipped it."
You: "No you didn't. The card was not included in the package."
Topps: "Uh huh."
You: "No, you forgot one of the cards."
Topps: "Nuh uh."
You: "Can I speak to your manager?"
Topps: "Nuh uh, no backsies!"

Click

:(

I got quite a kick out of that one :D

[Zoop]

The missing card is a David Price /99 patch auto from Tier One. I know it's probably only about a $35-40 card, but I'm not made of money. That's a great hit to me.

[juanfatj]

This is becoming more and more of a problem. I was ripped off a Corey Seager Sterling Gold auto. Same scenario as the OP. Never was able to get Topps to send me the card. Someone there is stealing these redemptions and it should not be that hard to catch them. But i guess Topps would have to care.

[W_Raoul2]

Not to be a downer, but my harper/trout dual was initially marked as shipped, so it might not be good news for you....

That being said, it wasn't missing from any package. So you've got that going for you.

Hope it works out!

[Zoop]

Hi David,

Unfortunately, the shipping department will not process a replacement. I was advised by that both cards were shipped. I sincerely apologize for any incontinence that this may cause.

Please do not hesitate to contact customer service by phone (toll free) at 1-800-489-9149. A consumer relations representative will be available to help between the hours of 9:00am-4:00pm (EST), Monday through Friday. You may also resubmit your question by email at any time by addressing it to support@topps.com.

Best regards,
Remy
Customer Service Representative

---

My response:

But I never received the card, Remy. This is apparently a widespread thing, as I've found out through research. How is it right that I'm now out of something I rightfully purchased because a thief works in the redemption department? That is not fair to me as a customer. What is stopping them from stealing more redemption cards and marking them as shipped?

---

I'm guessing I may have to get the BBB involved. I also know some PR contacts that I'll pull my weight with through work. Either way, I'm getting my card.

[NeedChapmans]

Hi David,

Unfortunately, the shipping department will not process a replacement. I was advised by that both cards were shipped. I sincerely apologize for any incontinence that this may cause.

Please do not hesitate to contact customer service by phone (toll free) at 1-800-489-9149. A consumer relations representative will be available to help between the hours of 9:00am-4:00pm (EST), Monday through Friday. You may also resubmit your question by email at any time by addressing it to support@topps.com.

Best regards,
Remy
Customer Service Representative

---

My response:

But I never received the card, Remy. This is apparently a widespread thing, as I've found out through research. How is it right that I'm now out of something I rightfully purchased because a thief works in the redemption department? That is not fair to me as a customer. What is stopping them from stealing more redemption cards and marking them as shipped?

---

I'm guessing I may have to get the BBB involved. I also know some PR contacts that I'll pull my weight with through work. Either way, I'm getting my card.

Heh; you would be the first. GL!

[anusinha]

Hi David,

Unfortunately, the shipping department will not process a replacement. I was advised by that both cards were shipped. I sincerely apologize for any incontinence that this may cause.

Please do not hesitate to contact customer service by phone (toll free) at 1-800-489-9149. A consumer relations representative will be available to help between the hours of 9:00am-4:00pm (EST), Monday through Friday. You may also resubmit your question by email at any time by addressing it to support@topps.com.

Best regards,
Remy
Customer Service Representative

---

My response:

But I never received the card, Remy. This is apparently a widespread thing, as I've found out through research. How is it right that I'm now out of something I rightfully purchased because a thief works in the redemption department? That is not fair to me as a customer. What is stopping them from stealing more redemption cards and marking them as shipped?

---

I'm guessing I may have to get the BBB involved. I also know some PR contacts that I'll pull my weight with through work. Either way, I'm getting my card.


Holy crap they made you piss your pants!

[calculusdork]

Holy crap they made you piss your pants!

zzzzzzzzzzzzzzing

I have a feeling that Zoop, given his profession, is going to be highly embarassed of this gaffe. Embarassed, like a pair of soiled pantalones.

:)

[ernieren]

Looks like another member here had a few more expensive cards not shipped and contacted the Attorney General and Bam he got his cards. I also think if you are persistent that you might get the right person to look into the issue as well.

[WCTYSON]

Holy crap they made you piss your pants!

Not laughing at the OP but that is hilarious. :D Did they really type it that way?

[Zoop]

Not laughing at the OP but that is hilarious. :D Did they really type it that way?

Haha yep, they did. Too good.

I'll contact marketing and let them know their Comic-Con press coverage we provided to our 29 million unique visitors per month is in jeopardy for NYCC in October since I'm too emotionally distressed over this situation to publicize their content. :devil:

[W_Raoul2]

Fight the good fight, brother. You know you can PM me if you want some direct lines to the big boys.

[benshobbies]

Get a Youtube account & a Webcam/camcorder.

Start filming every package you open.

You can choose to upload/not upload anything you want....but Topps will say anything as long as there is no evidence on social media.