• Report: #507493
Complaint Review:

Upper Deck Trading Card Company

  • Submitted: Sat, October 10, 2009
  • Updated: Sun, April 25, 2010

  • Reported By: Paul — Franklin Tennessee USA
Upper Deck Trading Card Company
www.upperdeck.com Carlsbad, California United States of America

Upper Deck Trading Card Company Redemption Card Department- Lack of honesty and trust Carlsbad, California

*Consumer Comment: Same situation

*Consumer Comment: I had almost the same issue.

*Author of original report: Update on this report from the person who wrote it

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I have been collecting sports cards since I was young.  I am now a 37 year old business man raising 2 kids to enjoy the same hobby that I grew up fond of.  I own a total of only 230 sports cards.  All of which are autographed rookie cards and the others which are autographed/patch rookie cards.  I chose to purchase some cards from Upper Deck which are some of their most expensive offered which are called The Exquisite Collection.  These cards come in a box which contains 5 cards and costs anywhere between $300-$600 PER BOX of 5 cards..   The other that I invest in are the SP Authentic Collection.  Part of the fun of collecting is not knowing what will be inside the box..  The dream of a collector is to open the box and find a #1 or #2 Draft Pick in any sport.. 

Well, since February of 2008, I have purchased 14 boxes of these cards, investing well over $5000 and in those purchase, I was lucky enough to find what the company calls a "redemption card"..  In all, I have 6 cards that were redemption cards with the company..  Upper Deck has a website where you go online, set up an account, and then ''redeem'' your redemption card and they will mail it out to you in what they refer to as "reasonable" time..    I have drawn 6 cards of last years #2 NBA Draft Pick Michael Beasley..  2 of the cards are Exquisite Rookie Auto/Patch cards which are limited to only 25 made in the world.. Making them highly valuable. (One sold on ebay for over $800) The others are limited to 299 made in the world which have a value of several hundred dollars a piece and they are his SP Authentic Rookie Auto Patch cards of which I have went online and went through the redemption process.. [continued below]....


After several months, I emailed the company to inquire about my cards and when I can expect them..  I received an email back on both occasions saying, "the player hasn't sent us the cards yet, please be patient"  so, I was...

I waited 3 more months and inquired again..  This time, I received an 'auto-response' saying to email another department for a 'replacement' card..   When I began calling Upper Deck, I received this voicemail, "The staff is in a staff meeting, please call back at 4:15 Pacific Time and we'll be happy to help you."   That was 5 days ago and I still get the same message..   I feel the "rip off" is having you spend thousands on the product, and then being asked to take a 'replacement' card of a lessor player, lower draft pick and lessor card..    A year ago, I sent in a redemption card and was told, "the card was no longer available and an equal valued card will be sent in its place"

Needless to say, the card that was sent was not a rookie autographed card like the one I had purchased and redeemed online..  Instead it was of a mid level player and it wasn't even his rookie autographed card.  It was of a 7 year veteran who was over his "hill" in the sport. 

It seems to me if they can charge you $600 for a box of cards and your lucky enough to get a card that is limited to 25 in the world, they should have to give you a card of actual equal value..   I can't be the only person out there who has had this happen to them..  I am hearing now that the company is possibly discontinuing the Exquisite Collection so I'm worried that I'm never going to get the cards that are owed to me and that I paid for..  Anyone else have this issue with Upper Deck Redemptions?

If they would at least have someone call me back like I asked and tell me my options or at least TRY to make this right, I would gladly retract this listing, but right now I feel like I paid over $5000 for the lottery that is card collecting and was lucky enough to get 6 winning lottery tickets.. Now I am redeeming them for what should be a nice return for my collection and instead being told the equivelant to "Yes, you should get a card of Tiger Woods Autographed or Michael Jordan Autographed, but you'll have to take nothing, or agree to take a lessor card like of a player such as Joe Schmo or Kevin Love??  Thats deceptive in my opinion..  I'm not so sure they don't count on this as part of their profit center..  Charge several hundred a box and get people excited about these cards when they get "redemption cards" so they'll think they got their money back from their investment..  leave them on a list for months with no card, yet thinking its coming and guess what, they will go buy more of this high end product..  

Well, thats where I'm at now.. Thousands out of pocket, no cards that I am owed and no real human to explain to me how this will be rectified.. Instead, I get email auto respones and phone lines that tell me they are in a neverending staff meeting..Unbelievable and disheartening.. Especially to my 6 yr old and 12 yr old boys who I have been telling all along that "Card collecting is one of the greatest hobbies to a boy"  Makes me feel like I've been cheated and their dreams of getting the cards of their favorite players are complete B.S.

This report was posted on Ripoff Report on 10/10/2009 10:30 PM and is a permanent record located here: http://www.ripoffreport.com/reports/upper-deck-trading-card-company/carlsbad-california-/upper-deck-trading-card-company-redemption-card-department-lack-of-honesty-and-trust-car-507493. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Consumer Comment

Same situation

AUTHOR: Jim - (United States of America)

I have a redemption for a 2008 Joe Flacco Exquisite Legendary Auto Jersey Gold /35 and I used the online redemption process with Upper Deck. They also told me that this card was not available and that I could request a replacement. What I dont understand is....if you have a redemption for a short printed card like that how can it NOT be available? Others have sold it on Ebay so obviously it was available at some point so where did the one go that I had a redemption for? As a replacement for someone else possibly? See this is what I think is absolutly wrong! If you have a redemption card and the player has autographed the cards, there should be ABSOLUTELY NO REASON that you should have to have a replacement. They should have all the cards promised until the redemptions expire, then if there are unclaimed cards they can use them as substitues. Just as others have said as well they assured me that I would recieve a card of equal or greater value, however, I have heard this before and recieved a card of half the value that was not even a rookie or numbered, that I still have because no one will buy it. Back when Julius Jones was a rookie I had a redemption for an auto jersey /100 of his and they sent me a base auto from a cheaper set that had no jersey and was not short printed. Moving on, they told me it takes 4-6 weeks from the time the request was processed until I recieve my replacement. It has been over 12 weeks now and now they wont even respond to emails or anything. All the while the card that I had the original redemption for is losing value! So what Im guessing is that if I ever even get a replacement it will be worth even less than the Flacco was originally worth because when they finally decide (if they do) to send one, they will go by the current market value. Any football fan knows that Flaccos Gold Auto Jersey /35 was worth a good bit last year $200-150 and even the first part of this year but if you look at your Beckett price guides you will see that it has dropped in the last 3 months....Go figure. Whats really sad is that was the best card I recieved out of the box I paid almost $700 buck for and I cant even get it! I think its pretty sad that a big company like this makes promises to its customers, sucks them into spending thousands of dollars, and then doesnt come thru with the goods or ignores them altogether. Anyone who has bought the Exquisite Boxes knows that they are very expensive and the only reason a collector would spend all that money is to get super rare and valuable cards to either sell or add to their collection. Not to recieve redemptions for one of the best rookies auto jerseys of entire set/year, only to not even recieve them or anything for that matter. I am very upset and frustrated but what can you do really? This is obviously a habbit for them as I see it all the time on blogs. They redeem the crappy cards but make excuses for the good ones. The original post from Paul he updated saying they contacted him and he was happy. But he never updated again to say that he recieved anything...only that they contacted him. Well a phone call would be nice but that's just more stalling and doesnt give me what I paid for.

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#2 Consumer Comment

I had almost the same issue.

AUTHOR: Jason K. - (USA)

I had a similar incident with this company. They responded 3 days after I emailed them, and told me to contact their corporate number (758-877-4640) which I did, and they refunded my payment immediately.  
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#3 Author of original report

Update on this report from the person who wrote it

AUTHOR: Paul Brady - (USA)

Just wanted to follow up on this report.  Unannounced, I received a call from Upper Deck this evening.  They would have had no idea that I had written this report so I have to believe they were just following up with me based on my emails to the company.  Needless to say, the gentleman I spoke with was an ABSOLUTE professional and ensured our familys belief in Upper Deck.  They made the original "wrong" right and I am more than satisfied with the outcome.  They assured me that I would receive my cards and I wanted to make sure and add to my original post so that anyone else who read this would know that Upper Deck stood behind their products this evening to me and my family and we are grateful for their call.

I will continue to do business with Upper Deck based on the level of professionalism the gentleman had in his efforts to help our situation with the company.

Just wanted to make sure and let everyone know that Upper Deck isn't the "big corporate machine with no morals and heart" that I thought they were based on our original situation.  They showed full morals and great heart in talking with me and my son this evening.

Thanks Upper Deck..  You truly take care of your customers..

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