Complaints

This profile includes complaints for The Pokemon Company International, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Pokemon Company International, Inc.

  10400 NE 4th St Ste 2800 Bellevue, WA 98004-5186

• 

  Pokemon USA

  400 Madison Ave, 21st Fl New York, NY 10017

• 

  Pokemon USA

  1177 6th Avenue, 31st Floor New York, NY 10038

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:07/23/2025

  Type:Customer Service 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 reached out to Pokemon **************** about changing my screen name for streaming purposes to further promote the game I love and spread spirit of the game and my perspective on decks, meta, and help new players learn. My nickname has long been Pokemons Most Hated because my fierce love of spirit of the game and mentoring new players and standing up for the rules. It was a nickname given to me in part due to me being level 1 autistic and always seeking truth. Pokemon claims to be an inclusive game however when simply trying to understand why they rejected my claim by stating PokemonsMostHated wasnt appropriate for all ages so I could choose a different name while also explaining the meaning of my name and why it it important to me I was offered no direction as to what exactly made it inappropriate for all ages. Yes I am autistic and like to understand why something is or isnt one way or the other. Many autistic people such as myself like/need ironclad guidelines and directions to process things efficiently and effectively. Unlike many of my autistic peers I do not suffer from social anxiety and do try to ask questions instead of retreating into our own neurodivergent safe space or seclusion. My experience with customer service representatives were not of an inclusive nature and not approached from a position of understanding just judgement. I even disclosed my disability which I shouldnt have to waive my HIPPA protected rights to try to feel accepted in a game/company that has stated inclusivity as one of its cores. I was even threatened that further comments could result in my inability to submit support tickets to Pokemon. Why is Pokemon Support not accommodating to my disability? I feel very nervous that further retribution will come after the threat of not being able to submit support tickets when it is simply part of my level 1 Autism and the intrinsic characteristics of this disability of needing to understand why.

  Business Response

  Date: 07/23/2025

  Hello ******,
  
  Thank you for reaching out to us. Please note, without any ticket information or a proper listed email address, we are unable to view your support with customer service. As we have not identified which product you are referring to, we would recommend reviewing the terms of service for whichever product you are having an issue with. Please be aware that we are only able to provide limited information regarding our decisions and that the terms of use for each product will cover the answers to all questions. This includes what is and is not acceptable for screen names/user names. If an agent has provided all assistance they are able to and further requests for clarification are denied, repeatedly opening new requests may be seen as spamming and may limit your ability to contact us in the future.

   

  Thank you and have a great day.

  
  The Pokemon Company International Support Team.

• Initial Complaint

  Date:07/17/2025

  Type:Sales and Advertising 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.

  The date of the transaction, July 16, 2025. Pokmon center and the company Pokmon has fraudulent sales practices and a software that seems to allow high volume retailers to purchase hundreds of product yet an individual person cant buy one. Their website always has a reason to cancel or end things at the final stages they give no advance notice of the products theyre gonna sellexcept with an email. This literally the second that they put them for sale that results in 1 million people at one time going to the website. When you try to go in and purchase it lets you get all the way through the purchase process right to the point of inputting thecredit card and accepting the credit card payment and then it gives an error message and completely block the ** address whether you try to go on another computer or a mobile or anything like that from entering back in This is continual every time it happened yesterday it happened again today yet once their product is released you can go on **** or other sites and literally one individual will have hundreds if not ********************************************************* some cases 10 times or more what the original sale price on the website was literally minutes earlier, which means that Pokmon has some fraudulent scheme where they allow certain people or companies to buy high volumes yet have always excuses and crash the website or crash the login of the people purchasing only one item. This is a continual and a constant problem and the unprofessional and perception of fraud, and most certainly frustration of the customers. The worst part is when you reach out to Pokmon and Pokmon center directly they send irresponsible, canned answers, giving excuses that have no meaning yet they dont make an effort to solve the problem. We need the Better Business Bureau to step in and put these people and company in line as their practices are unfair, rigged, unprofessional, and riding on theborder of being illegal.

  Business Response

  Date: 07/21/2025

  Hello *****,
  
  Thank you for reaching out to us.
  
  We appreciate you for taking the time to send us your feedback/suggestion. We regularly share feedback and suggestions with internal teams and will pass your message along to them. ****** encourages customers to submit feedback and comments to help us improve your experience. Even though we do not always implement every suggestion, we read and pay attention to every single comment. We are aware of issues related to purchasing through our website. While we strive to ensure every customer has the opportunity to make a purchase, there are occasional issues with checking out. While we are unable to guarantee a purchase, we are working as quickly as we can to mitigate issues and create a smoother, more complete experience. At this time, we are only able to recommend trying again.
  
  
  
  Thank you for supporting Pokmon!

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23615321
  
  I am rejecting this response because:

  it does not provide an avenue to resolve  Pokmon, even confirms that their website crashes or blocks or has failures during purchase trans

  Going back and trying again does not work because everything is already sold out

  Therefore, the only resolution is for Pokmon to allow me to complete the purchase. They have a picture of the error code that was on my screen, and they should permit the completion of the transaction.

  That is the only reasonable resolution. I am not asking for anything free. I want to pay for the transaction that I was in the middle of when their system created a block or a software failure   

  Sincerely,
  
  ***** ****

  Business Response

  Date: 07/23/2025

  Hello *****,

   

  Thank you for the follow up. Unfortunately we do not have any assistance we are able to provide regarding the purchase. We do not have the capability to assist with individual purchases and ensuring specific connections and processing of payment. While we are working around the clock to improve our processes and capabilities, the only information we are able to provide is to ask that you try again at a future date.

   

  Thank you and have a great day.

  The Pokemon Company International Support Team.

• Initial Complaint

  Date:07/15/2025

  Type:Order 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.

  Company has a serious problem with their online erp system/website/queue 3 hours of errors and a fail at checkout. When at the same time i see these shoe peddling scumbags celebrating 3+ orders. Maybe limit addresses to allowed items? Because whats the point in a limit if they can just keep buying when fans are left out. Now i have to spend extra money on a non exclusive from some ******* selling the exclusive broken down and even putting the empty box on **** for them other fake filling weirdos

  Business Response

  Date: 07/21/2025

  Hello Kein,
  
  Thank you for reaching out to ***
  
  We appreciate you for taking the time to send us your feedback/suggestion. We regularly share feedback and suggestions with internal teams and will pass your message along to them. ****** encourages customers to submit feedback and comments to help us improve your experience. Even though we do not always implement every suggestion, we read and pay attention to every single comment.
  
  Please note that you may not receive another response regarding this matter.
  
  Thank you for supporting Pokmon!

• Initial Complaint

  Date:07/15/2025

  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.

  Pokecenter has a system that is rigged to benefit the very thing they claim to be protecting from, bots!!

  Business Response

  Date: 07/21/2025

  Hello *****,
  
  Thank you for reaching out to ***
  
  We appreciate you for taking the time to send us your feedback/suggestion. We regularly share feedback and suggestions with internal teams and will pass your message along to them. ****** encourages customers to submit feedback and comments to help us improve your experience. Even though we do not always implement every suggestion, we read and pay attention to every single comment.
  
  Thank you for supporting Pokmon!

  Customer Answer

  Date: 07/21/2025

   
  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,
  
  ***** *********

• Initial Complaint

  Date:07/12/2025

  Type:Product 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.

  In October 2024, I submitted a damaged Stellar Crown booster box issue with damaged cards inside of the packs to Pokmon Centers customer support. I provided video and photo evidence of the damaged cards, along with proof of purchase and all required documentation.Per their instructions, I shipped the damaged product back at my own expense. I was told I would receive:A full replacement of the product Compensation for shipping in the form of booster packs The company confirmed receipt of the returned item, yet after over a year and multiple follow-ups, I have received no replacement, no compensation, and no resolution. Ive attempted to reach customer support numerous times, only to be ignored or brushed off. Despite asking for escalation, I have never been put in contact with a higher-level ***************** this point, I have lost both the original product and the money spent on it, including shipping. The experience has been extremely frustrating and unprofessional.

  Business Response

  Date: 07/21/2025

  Hello *******,

   

  Thank you for reaching out to us. I have asked an agent to expedite a response to your ticket. You should receive an email confirming your shipping information shortly, if you have not already. Once that has been confirmed, an agent will begin the process of sending replacement items out to you

   

  thank you for your time and patience and have a great day.

  The Pokemon Company International Support Team.

• Initial Complaint

  Date:07/09/2025

  Type:Order 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.

  Ive spent approximately $5,000+ on Pokemon cards in the last two years from various Pokemon vending machines and retailers for my 7 and 5 year old kids. In those two years Ive never once complained about any of the cards despite all of the quality control printing issues with USA cards. Weve had thousands of cards with whitening edges/corners, horrible centering, dents, etc. My seven and five year old get the cards solely for collecting as they do not play the game. Theyre in the process of attempting to complete the *************************************************************************************************************************************************************** one of the booster bundles purchased from the vending machine, my son FINALLY pulled the Charizard #***, however, the booster bundle was unfortunately damaged with almost all of the packs having significant dents/bending in the exact same spot. This was NOT due to a manufacturing/quality control issue and was clearly due to damage from shipping/stocking/etc. I reached out to Pokemon support with proof and the case was escalated just to receive a response a month later that nothing would be done because the cards could be used in a game. This is not acceptable. My kids dont play the game and solely collect for their binders. I am therefore requesting a replacement of the card or replacement of the packs as I attempted to through support but was denied for $30 worth of cards when Ive spent 200x that amount on the cards. I dont care that the card is usable in the game, the package/cards were damaged and not in new condition due to the damage. Please feel free to reach out to me. Thank you for your time.

  Business Response

  Date: 07/10/2025

  Hello *****,

  
  Thank you for reaching out to us. Please note that the information provided by our agents is correct. we advised that we do not exchange full packaged, sealed product. We asked that you open the product and provide the specific card pictures of any damaged items for review. Once those items are provided to us in pictures, we would be happy to ***** any damage and provide our shipping details for the specific damaged cards. We are unable to provide exchanges on whole products or non damaged items. If you are able to do as requested, we would be happy to follow our standard process for card exchanges. You can reopen your ticket (number 3010657) or open a new request through ********************************** and we would be happy to assist.

   

  Thank you and have a great day.
  The Pokemon Company International Support Team.

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23578097
  
  I am rejecting this response because:

  That is exactly what I did and uploaded pictures of the Charizard 199/165 as I have here. This card, along with many other cards had significant bending/damage at the top right rear corner as shown in the attachments. I was told that the card was still playable in the game and that it would not be replaced, even though you can clearly see that the damage was not because of quality control/manufacturer defects and was caused by an outside factor like shipping/packaging.

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

  Business Response

  Date: 07/21/2025

  Hello *****,

  Thank you for the follow up. Please note, the last information we show on your ticket ******* is our response advising you of what items would need to be shipped to us. We did not receive a response and the ticket auto closed. If you open a new request through ********************************** and reference the currently closed request (*******) and ask for the information to send the items in, we can provide the necessary details to process a replacement. At this time, they advised we would only need the specific damaged items.

  
  Thank you and have a great day.

  
  The Pokemon Company International Support Team.

• Initial Complaint

  Date:06/24/2025

  Type:Sales and Advertising 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.

  To Whom It May Concern,I am submitting this complaint regarding repeated and unresolved issues with the ordering process on **************************, operated by The Pokmon Company International.For multiple product releasesincluding the recent Prismatic Evolution Elite Trainer BoxI have encountered serious technical problems that make it nearly impossible for legitimate customers to complete a purchase. The item shows as in stock, yet by the time I add it to my cart and proceed to checkout, the system either crashes, throws an error, or kicks me out entirely. This is not an isolated issueit happens with nearly every high-demand release.These flaws in the platforms design have created an environment where bot users and scalpers dominate the market. This is evidenced by the immediate flood of listings on ***** where users are reselling the very same items in bulk at inflated pricesoften in quantities of two or more, showing they were able to repeatedly bypass any fair purchase limits.Meanwhile, customers like myself, who are trying to purchase just two boxes for personal use, are left with nothing.The lack of protections against automated purchasing tools, combined with extremely short and unstable release windows, suggests either incompetence in e-commerce planning or intentional disregard for consumer fairness.I am requesting:A review of my failed attempt to purchase two Prismatic Evolution Elite Trainer Boxes, and For Pokemon Center to fulfill my order of two boxes or provide priority access to a restock.Please stop sending me generic responses and address the actual complaint mentioned above. There has been no accountability or ownership of issues when complaints are made.This ongoing pattern is damaging to customer trust and reflects poorly on the brands values. I sincerely hope this complaint will help bring about meaningful improvements.Respectfully,

  Business Response

  Date: 06/25/2025

  Hello ******,

  Thank you for reaching out to us.
  
  Thank you for taking the time to send us this feedback. We regularly share such information with relevant parties and will pass your message along to them.
  
  Pokmon Center encourages customers to submit feedback and comments, which we use to help improve our services. Even though we do not always implement every suggestion, we read and pay attention to every single comment. Please note that you may not receive another response regarding this.
  
  Please note that these are not issues we are able to individually address and we are actively working on resolutions with our detection software and to ensure that all customers have the ability to place orders. At this time, we recommend trying a purchase at a later date. 

   

  Thank you and have a great day.

  The Pokemon Company International Support Team.

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23511848
  
  I am rejecting this response because:

  Their reply was a generic, dismissive template that failed to address the actual concerns raised. Specifically:
  
  They made no effort to investigate or acknowledge the technical failures that prevented me (and many others) from completing an order, despite the item showing as in stock.
  They offered no resolution or accountability for how scalpers and bots consistently bypass their purchase limits, while real customers get locked out.
  They ignored my request for fulfillment of the Prismatic Evolution Elite Trainer Box x2, even though evidence of mass reselling exists online within minutes of each releaseproof that their current system is broken.
  
  This is not a matter of high demand. This is a matter of a poorly managed release system that lacks fairness, stability, and protection for actual customers.
  
  Pokmon ********************** has had years of feedback about these issues and has taken no meaningful action to improve the process, implement anti-bot protections, or stagger stock to provide equal access. Their continued negligence only benefits scalpers and resellers.
  
  I am not satisfied with their non-response and am requesting:
  
  A personalized, relevant reply acknowledging the problems described.
  Fulfillment of two units of the Prismatic Evolution Elite Trainer Box, or a comparable resolution.
  
  If this pattern of behavior continues, it warrants further regulatory and consumer protection review. A global brand like Pokmon should not be hiding behind scripted replies while failing its loyal customers time and time again.
  

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

• Initial Complaint

  Date:06/23/2025

  Type:Product 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.

  Return/Exchange for damaged product initiated in Dec 2022 Company cited delays due to post COVID Continued Delays and lack of responses and transparency Outcome different than communicated Received some product in June 2025

  Business Response

  Date: 06/24/2025

  Hello *****,

  
  Thank you for reaching out to us and providing your feedback We sincerely apologize for the lengthy delay. Due to the items in question, we were unfortunately only able to send the items we did that you have received. We understand it may not be the outcome you had hoped for and your information and response has been provided to the proper internal teams for consideration. At this time, due to the backlog of requests, surge in demand and limited supply of replacement items, the packs you have received were deemed a suitable replacement for the damaged items you sent in.

  
  Thank you and have a great day.

  
  The Pokemon Company International Support Team.

  Customer Answer

  Date: 06/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and due to the nature of their response, find that this resolution is satisfactory to me as i have already waited 2 years for resolution.  If in the end all they were going to do is send me packs as replacement why not do that in the first year or at least communicate more often than at 6-12 month clip.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:06/23/2025

  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.

  I ordered a set of 4 pins from The Pokemon Center on 06/14 (order P0029696673). ***** then claimed to have delivered the package on the 18th. I did not receive this package and the "delivery" image they provide is just the back of the truck. They also claimed to have delivered it to a garage. I do not have a garage. Because of this, I opened 2 cases, one with ***** and one with TPC. ***** said that they would look into it and get back to me. *** simply auto responds with a blanket statement saying that they are not responsible for lost packages, will not offer refunds and will not reach out to the shipper on my behalf. This last bit is absolutely unacceptable as ***** has since admitted to having lost the package via my case I had open with them and say that they are liable, but only to the shipper, ie TPC. *** needs to reach out to ***** as the shipping company as up to this point you have simply taken my money and offered nothing in return, despite ***** openly telling me over the phone that they are liable. You will not engage with me when I try to open a support ticket for the appropriate reason and because of that you have me resorting to using the BBB to even try to get a response from a human. I want my money refunded.

  Business Response

  Date: 06/24/2025

  Hello ****,

  
  Thank you for reaching out to us. Please note, we do see a refund was applied to your method of payment yesterday, 6/24/25. This is under ticket 3088068 for the amount of $26.80. Please allow some time for the refund to appear with your financial institution. At this time, since the refund has been applied and there is no further issue, we consider the original issue resolved.

  
  Thank you and have a great day.
  
  The Pokemon Company International Support Team.

  Customer Answer

  Date: 06/24/2025

  Hey ******,  
  
  I would like to mark this case as resolved since I did hear back from the company and was offered a refund. Since this will still be noted in the complaint, I would like to still point out that their process to handle non delivered packages feels needlessly adversarial and could at the bare minimum be drastically improved by just indicating that you do actually have an open case with them after you send your initial support request. 
  
  Thanks!
  Jake 
  

  
  

• Initial Complaint

  Date:06/21/2025

  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.

  Ok so i purchased 2 elite trainer boxes from two different pokemon vending machines ive already told this company before that someone is swapping out cards. This is only further proof how is this possibly with over ************ this set it makes zero sibce.

  Business Response

  Date: 06/23/2025

  Hello *****,

  Thank you for reaching out to us and for providing your feedback. We have addressed your feedback in our support requests (ticket number 3082945, 3083203, 3082905.) As mentioned, Each booster pack contains 10 game cards: 4 commons, 3 uncommon, and 3 foils (at least one of which will be rare or higher). Each booster pack also contains 1 Energy card and 1 code card that can be redeemed in Pokmon TCG Live. Note: sets prior to Scarlet & Violet only guarantee at least 1 reverse foil card per booster pack. These are the only commitments we make for each booster pack. As there are a limited number of cards, some packs may be very similar in their contents. 

  As we have provided the above information and under the threat of legal action, we do not have any additional assistance we are able to provide. 

  Thank you and have a great day.
  The Pokemon Company International Support Team.