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Business Profile

Games

Troll and Toad Enterprises

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

Customer Complaints Summary

  • 267 total complaints in the last 3 years.
  • 178 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/29/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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:
    Resolved
    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:
    Resolved
    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:
    Resolved
    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:
    Answered
    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:
    Answered
    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.  

  • Initial Complaint

    Date:02/10/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    A purchase was made to the side Troll and Toad and the package was supposedly sent using *****.

    That package stopped moving and the company that hired the service (Troll and Toad) needs to get in contact with them to solve the issue.

    Ive asked multiple times already to get in communication with the delivery service to fulfill my order, but they have ignored all my emails and no one picks the phone on customer service.

    Business Response

    Date: 02/11/2025

    I'm very sorry to hear that this has happened! Due to this, we have filed a claim with the shipping courier. These investigations can typically take up to 10 business days to resolve, so if you have not received the package, seen movement on the tracking, or received correspondence from the courier by 02/24, please let us know and we'll assist you with a resolution for this issue. 

    Thank you for your patience and understanding on this issue as we look into this. Have a wonderful day! 

    Customer Answer

    Date: 02/13/2025



    Complaint: ********



    I am rejecting this response because: Service said that they have contacted the company in charge of the delivery and that it can take up to 14 days to deliver. I'm responding this way because BBB has a limit of 7 days and so far I don't have any news from *****. So I'm still unsure if my problem will be solved or not.



    Sincerely,



    **** ****** ****** *********

    Business Response

    Date: 02/17/2025

    Hey *****

    We are sorry to hear this order has still yet to arrive.  Due to this, we have issued a one time full refund to you!  If you do have further questions once this refund settles please let us know!

  • Initial Complaint

    Date:02/10/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 September 12th, 2024 I sent pokemon cards to troll and toad in excess of $3500 market value. Once the cards were received by the company I was informed that my cards would only garner $1638. I was in need of the quick turn around in money so I accepted, knowing that the cards were not in the condition they stated but I needed the money. After about a month with no check and no notice of payment I started calling and emailing. I have tried calling customer service twice a day for almost 5 months and I have not had anyone pick up a single time. I have also sent emails almost weekly, with the responses coming infrequently but when they do respond, it is always the same response, “ Hello, thank you for your patience with this issue! Unfortunately we have experienced major company changes, including staffing shortages and changes, which has resulted in delays throughout our company.”. I have asked for someone to reach out to me with no response, I have asked for clarification and I still receive the same response. I have asked for a timeline, my cards to be returned, switch to PayPal payment instead of check and now I have not received a single response in weeks. I am in desperate need of my $1638 that was agreed upon. They continue to sell cards, update their website and pay their staff but cannot pay the customers that are sending their cards in on an agreement of payment. This company has been extremely shady and full of lies and I would love if you would be able to help me get my payment. I can provide receipts, invoices, any email communication you may need to prove they are holding out on sending my payment and have stopped responding to me after never even giving me good information to begin with. Thank you.

    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.  

  • Initial Complaint

    Date:02/10/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 a number of trading cards by “buylist” method to Troll and Toad in October of 2024. The agreed value to be paid to me for the cards was $1991.13. In the past, payment has been received within 10 days of buylist acceptance. I have requested payment and then when not received, at asked for a prediction of when payment would be received. I have not gotten either. It has been well over 3 months since they accepted my cards. The responses I’ve gotten when I email say that it is due to change of ownership and staff shortages and they’ll notify the buylist department. I cannot get a hold of anybody via the customer service line telephone number offered but by their own buylist guidelines should have received my money months ago.

    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.  

  • Initial Complaint

    Date:02/10/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 two separate buylists to the company for a bunch of bulk cards I had at home. The first being submitted on December 1st, 2024, and the second on December 5th, 2024. Both submissions were promptly accepted and shipped out to be processed. After a few days I was informed that the orders had been received and processed on December 11, 2024. However, the company also informed me that between the 2 orders some of the cards I submitted weren't to their standard and they would be docking me from a total of $208.85 to $167.59. I reluctantly accepted in order to get the process done and the cards sold despite being dropped down just over $40. This was the last progressive bit of communication I have had with them. I've sent multiple emails with nearly the same response each time, but nothing was actually being done in turn to resolve the issue. All I'm looking for out of this transaction is to be paid the $167.59 I'm owed so I can move on from this company.

    Business Response

    Date: 02/10/2025

    Hi *******

    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.  


Troll and Toad Enterprises is NOT a BBB Accredited Business.

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