Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a buylist to this company on July 2nd. And shipped them the items on the list which were received and confirmed by them for the originally agreed amount of $752.55 on or around July 11th. I have yet to receive payment for my items. I have reached out through there customer service website which as of the last week no longer accepts submission. Their customer service phone number is disconnected. And when reaching out on ******** an automated response directs you to the website that again isn't accepting customer service complaints. From other dealings I've had with them I was able to reach out to their customer service email directly but those emails have equally went unanswered.

  Business Response

  Date: 09/05/2025

  Hey!

  We are sorry for this delay.  Your check has been issued today and is currently waiting to be picked up by the postal service.  We did update your account with your check details.  This should arrive to you through the letter mail within around 5-7 days!

• Initial Complaint

  Date:08/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had ordered 4 booster packs and 9 single cards. Paid for all of it. I only received the singles. Reached out to Troll and Toad twice and no response at all.

  Business Response

  Date: 08/18/2025

  Hey!

  We are very sorry to hear about this issue.  Due to this, we have issued a refund for the packs you did not receive with your order.  This refund has been issued to your original payment method.

  Customer Answer

  Date: 08/18/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
   **** ****** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:08/05/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Oh where to start with this seeming scam of a business. Earlier this year I sent them two shipments of Heroclix figures for store credit. Once I received the credit I made a purchase of a few Magic the Gathering booster boxes. Now to be totally transparent I made two orders that I canceled. Once because I changed my mind and the other to order an additional box and avoid another shipping charge. The set I ordered was the new one Edge of Eternities. Seeing as how it was a preorder I knew it wouldn't ship immediately. So I waited. At first I thought they might ship it early since most people who pre-ordered from other sites reported receiving them already. But no, that did not happen. I waited some more until the actual release date. Imagine my lack of surprise when I did not see a shipping status. So about 2pm CST I sent an email (we'll really ANOTHER one since I had already sent one asking for clarification on shipping). By what would be 5pm EST I had sent another...more terse email about my...disappointment. As of today 8/4 at 3:30 EST I have YET to receive ANY communication. Additionally calling them does no good as the phone immediately hangs up. Looking for a phone number for their physical store does no good either (wonder why I can't find one). At this point anger does not quite convey the emotion I am feeling. I want and deserve recompense exceeding the original value. If I do not hear back from them soon legal action will be taken against them. The ball is in your court T&T. Let's hope you don't mess this up too.

  Business Response

  Date: 08/08/2025

  Hey ****

  We do apologize for the delay with this product.  We did have a transit and delivery issue which has caused orders not to ship.  We are still working with our logistics company about this issue.  Due to the delay, we have issued a full refund to you.  

  Customer Answer

  Date: 08/11/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  You had ample time to inform anyone affected that there were issues. I sent MANY messages across MULTIPLE platforms that you do business on. I even went so far as to ask for help contacting you on the Corbin, KY ******** page. All phone numbers of any kind listed for you are disconnected. As for your solution? That is one huge joke. *I* could have done that by simply clicking the cancel button on the order. Your customer service is deplorable. The lack of communication of any kind makes me feel like you are all cowards or fraudsters...or both. Any legitimate business of ANY kind would have done something above and beyond merely canceling the order. No, I am not satisfied with your solution. I am not the type who asks or even demands something more when a mistake is made. I understand accidents happen. We're only human. However a decent human being would have reached out to explain themselves. You did not. It is now over 20 days since I first ordered the product from you. It has been over 20 days since you decided your customers weren't WORTH basic communication. I could rant for another 20 pages with regards to how utterly horrendous my experience with you was. Instead I will end it by saying that you deserve my venom from direct communication. Going through an intermediary feels like a cowards way out. You have my contact info. It would be attached to the account that made the order that the original order was made on. I wish you would reach out. However, I feel as if you will see this and either not fully read it or decide it's not your problem. Like I said in one of my precious messages: "Prove me wrong"
  
  
  
  Sincerely,
  
  
  
  *** *******

  Business Response

  Date: 08/12/2025

  A full refund was issued for this order.  If you would like to place a new order, we can upgrade the shipping for you.  Pre-orders are held until the release date and if logistical issues occur it can take longer for products to release.  Again we do apologize for this issue.

• Initial Complaint

  Date:08/04/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made an order on their site on July 31. Order number ******** I got an email saying it "shipped" on August 1. But the only tracking information available is pre-shipment label, like it never was dropped off.
  I am trying to contact them to get a response if they actually dropped off or handed the order to **** or not, but I haven't received a single reply

  Business Response

  Date: 08/12/2025

  Hi!

  We do apologize for the delay with your package.  Once an order is labeled, it take 1 business day before the order ships and an additional 48 hours before **** updates the tracking.  This is typically when the "pre-shipment" status appears after our site has set the label as shipped.  Your order did arrive to its destination on 08/06/25.  If you do have further questions please let us know!

   

  Customer Answer

  Date: 08/12/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******* ****** ******* 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:07/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DATES OF TRANSACTION: ORDER #: AMOUNT:
  July 8th, 2025 ORDER: ******** $99.05
  July 7th, 2025 ORDER: ******** $44.95
  July 8th, 2025 ORDER* ******** $36.10
  July 6th, 2025 ****** ******** $188.45
  July 8th, 2025 ORDER: ******** $45.55
  With a grand total of 414.10
  
  
  I sent in cards to be bought by the company they inspected and agreed they would send me the amounts above.
  They advertise it will be 5-7 days for payment. I have contacted them multiple times and get ignored. I went online and seen multiple people haven't been paid for years.
  
  They are already selling the cards I sent to them. I need to be paid asap to my paypal like we agreed upon.

  Business Response

  Date: 07/30/2025

  Hey *****

  We do apologize for the delay with your payment.  Your payment has been sent today and will show up in your account shortly.  If you do have further questions, let us know!

  Customer Answer

  Date: 07/30/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ***** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:07/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold mini figures ********** to Toll and Toad. I have confirmation the company received and inspected the package. I have yet to see payment in the amount of $264.79
  UPS tracking *******************

  Business Response

  Date: 07/17/2025

  Hey *****

  We do apologize for the delay!  Your order has been paid so you should see these funds now.  If you have further questions, please let us know!

  Customer Answer

  Date: 07/17/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ****** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,
  I sent in an order to sell items to Troll and Toad valued at 177.74 for store credit. The order was received March 29, 2025. As of April 22, 2025, the order is still listed as processing. However, some of the items that were in the order are now listed on the website and being sold, which means that the order has been processed. I have not received a response to a recent email and three phone calls to customer service were not answered.
  I would like my store credit paid to me as soon as possible or all of the items returned to me in their original condition.
  Thank you.

  Business Response

  Date: 04/22/2025

  Hey *******
  
  We do apologize for the delay in response as we are currently short staffed.  We do understand that this is not ideal and we want to apologize for the delay this has caused your payment.  You order has now processed and payment is available.  If you do have any questions or concerns, please let us know!

  Customer Answer

  Date: 04/22/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** **** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 11, I put an order on Troll and Toad for some ****** cards for the ******* ******* ******** set, as I found they have them available. The order total is $52.33, with order number ********.
  They should have been shipped between one to two business days, but they didn't. So I emailed them. At first I got an answer telling me they had a delay with the shipping of the set itself, and that they will ship when they receive the goods. But they didn't gave me an ETA for when that would be.
  And nowadays they aren't replying my mails nor answering my calls.
  
  I want the cards, so I want them to ship my order, or at the very least give me an accurate ETA for when the order will be shipped, as I already waited past their wait time and haven't received any updates of the incident.
  
  Also something strange is that they have available for ordering more cards of that set that supposedly have delays with, which seems a bit suspicious.

  Business Response

  Date: 04/18/2025

  Hey ****:

  We do apologize for your concern!  Your order has been pulled and packed.  I am checking with our warehouse staff to see if we can get this order shipped today.  We did have a delay with this set and we are very sorry for this.  We will get that tracking number to you shortly!

  Customer Answer

  Date: 04/22/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The order ******** hasn't been shipped yet as they say they would. If they have it packed, it should have shipped yesterday or earlier today.

  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 04/22/2025

  Hey *****

  Your order as shipped and it will be arriving to you soon!  You should have received an email with your tracking number but let us know if you did not.  We hope you have a great day!

  Customer Answer

  Date: 04/22/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ****** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 2nd 2025 I tried to sell Troll andToad.com some of my ******* cards the BuyList Order Number is ****** and they (TrollandToad) have said they did not receive the cards in the mail even though the **** ****** tells me it was received by them and they don't answer phone calls or emails I just want my cards back or the money I was told I would receive as compensation for said cards

   

  Hello ***** my name is ******** ***** I filed the complaint on TrollandToad**** because of their what I consider shady business tactics, I was just thinking I might have given you the wrong date I may have read it backwards. I think I said February, 1, 2025 but it was actually January, 2, 2025 sorry if that messes things up for you. 

  Business Response

  Date: 02/24/2025

  Hey ****:

  We are going to go through our mail cage again however we do not see that this order arrived to us currently.  Do you have signature proof of who received this order?

  Customer Answer

  Date: 02/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They haven't fixed the issue they're still saying they can't find my ******* cards and I'm out the money they said they would pay me for said cards. Look at the statement I attached we're talking about $280 that's a lot of money to me.
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 02/26/2025

  Hey ********:

  Your items were shipped out yesterday and will be arriving back to you soon.  We were unable to process these due to conditions issues.  These items will arrive back within a few business days!

  Customer Answer

  Date: 03/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Hello ***** so I want to start off by saying that Troll and Toad sent my items back but there are some issues with that. Either they sent me different damaged cards or they damaged them because my cards never looked like this with bends and creases. I just think this is shady and wrong and I feel like I really have no choice in the matter other than contact you guys and hope for the best.
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Customer Answer

  Date: 03/03/2025

  
  
  

  Complaint: ********
  
  I am rejecting this response because:

  Hello ***** so I want to start off by saying that Troll and Toad sent my items back but there are some issues with that. Either they sent me different damaged cards or they damaged them because my cards never looked like this with bends and creases. I just think this is shady and wrong and I feel like I really have no choice in the matter other than contact you guys and hope for the best.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 03/03/2025

  Hey ********,

  I understand your concerns, and I want to assure you that the items returned to you were the exact ones we originally received. We do not swap or replace customer-submitted cards under any circumstances. Our process ensures that all items remain tracked and accounted for, which is why we have been in the purchasing business for over 20 years.  Additionally we purchase many cards due to us being out of stock of the item so we do not have a current stock of many items on our buylist.  

  If there was any damage in transit, I’d recommend checking the packaging and letting us know if it arrived with any issues. We take these matters seriously, and while we would never alter or switch out cards, we want to work with you to address any concerns. Let us know if you have any additional details about how the package arrived, and we’ll be happy to review further.

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/4/2024 and 12/12/2024 I contracted with Troll and Toad to sell them specific lots of Pokemon cards which I mailed in for their review. For reference purposes, the order number assigned by Troll and Toad to the 12/4/2024 lot is ****** and the assigned to the 12/12/2024 lot is ******.
  
  Per the terms of Troll & Toad's buylist policy, I packaged and shipped the aforementioned card lots to them promptly. According to USPS tracking of the same, the cards constituting order ****** were delivered to Troll & Toad on 12/10/2024 and those for order ****** arrived on 12/20/2024.
  
  On 12/19/2024, I received an email from Troll & Toad stating that they had reviewed the cards from order ****** and would offer me $117.69 for the ones they were willing to buy as well as be willing to return at my option and expense the cards from that lot which they did not want to buy at that time. I responded that same day to agree to this offer for the accepted cards and indicate my desire for the return of those which had been rejected.
  
  As of 1/14/2025, I had not received the $117.69 payment or the package of rejected cards relating to order ******* nor had I received any correspondence at all regarding order ******, so I logged into Troll & Toad to check their status and observed that (a) order #****** had been processed and valued at $402.75 and (b) both orders were showing the status of "confirmed, pending payment".
  
  Accordingly, I then reached out that same day to Troll & Toad to ask when I should expect to receive my payment for the accepted cards and the return of those which had been rejected. They responded to tell me that I was "in the queue" for these things to happen and that they would make my pending payment a priority.
  
  As of today, 2/10/2025, I have still not received payment for the accepted cards or the return of those which had been rejected and the company has not responded to any of my further outreach to include four emails, three unanswered calls, and a voicemail.

  Business Response

  Date: 02/10/2025

  We are finishing up our first round of payments.  All payments should be issued before the end of February as we do have a backlog.  We have changed internal employees and processes which caused our buylist to get behind.  We also found a system issue with the buylist that has not been resolved.   Thank you for your patience with us through this transition.