Upper Deck
Reviews and Complaints

As someone who enjoys collecting trading cards, I had a mixed experience with Upperdeckepack. While the convenience of purchasing and opening digital packs was appealing, the transition to physical cards and the associated costs left me feeling disappointed. Spending over $150 on digital packs only to receive physical cards worth a fraction of that value was disheartening. The process of transferring cards and paying high shipping fees added to the frustration. Despite responsive customer service, the overall value proposition fell short. I would caution potential buyers to carefully consider the costs and benefits before investing in e-packs from Upperdeckepack.

The team at Upper Deck have gone above and beyond to create a wonderful, lasting treasure for my family. "Nana" has been in COVID-19 isolation since March - even for her 89th birthday. She has been missing going to her Canadian Football League Saskatchewan Roughriders games and feeling a little lonely. Upper Deck, on their own initiative, created Nana's very own "Super Fan" collector card ("just like Wayne Gretzky!", she said). This gift has provided Nana with much happiness and has also safely allowed her to "virtually" share with family, friends, other CFL fans, and people from around the world who have seen her card on social media and have sent her good wishes. Thank you, Upper Deck. Never underestimate that your hard work can bring real joy to sports fans everywhere.

Yes the *** Hortons promotion on a hockey cards I believe that the employees that work in the establishments found a way how to scam customers when you purchase cards Ive purchased over *** that store I think they figure out how to scam the system upper deck should be aware that you can weigh one individual pack it will tell you if theres a special card in it or not so I feel that I did get ripped off and I mean I hope they like in this matter Go to the dealers in the flea markets near pound of putting on the cards selling the cars that are supposed to be the customer that buy cards in my case its impossible *** discards should be being ripped off from the customers so upper deck should be looking at is *** Hortons promotion cards

With some of your products i find that some base cards have dinged corners. As a base set collector id like to have every card in pristine condition. Also ever since 20 21 series came out ive been searching for the *** base yg. I purchased many hobby, mega, retail and tins in hopes to pull a ***. The last tin i purchased and vowed to myself that it would be my last tin. Well that tin was a good one because i finally pulled a *** but and yes theres a but, it had a rounded corner. So i was a little disappointed and i didnt want to send that card to upper deck because i wanted to enjoy that card since it took me many months and money to get it. All in all i rated u a 4 of 5 because i like your products. Maybe you can step up quality control a little more. Thank you.

I had to submit a dage card ticket for a possible replacement. Following the instructions how to submit a ticket, I emailed Upper Deck with the description of the damage. I also attached a copy of my receipt, the UPC from the box, and pictures of the damaged card. I received a response within 24hrs with my ticket number, instructions how to submit the card, and the process (i.e. if exact card not available, they will send a replacement of equal value). I replied with a request to forward my satisfaction to supervision letting them know I am extremely satisfied with the customer service received and the timely manner of their replies via email. I always liked Upper Deck products and hope they get back into basketball cards again. Their quality in the past was excellent, nowadays it seems like other products aren't as durable.

These guys have some insane customer service. I bought a used copy of Marvel Legends from a thrift store and it was missing a game board. I emailed them to ask if I could buy a board from them separately. Mind you, I mentioned to them that I didn't even buy this game from them. They didn't even reply with an answer to my question. They just asked for my address and sent me the board without another word. If that wasn't enough, I was missing the rulebook too and didn't think to ask if they had them for sale because I assumed that wasn't an option. I sent them an email "pushing my luck" if you will, and asked if they would go a step further and send me a rulebook if they could. Of course, I get an email ten minutes later saying they had an extra one lying around and would send it along with a link to a digital copy to hold me over until it arrives. 11/10

Spoke with Customer Service Rep, Mike. I informed Mike I had received some UD hockey cards from a box where the corners were not ideal (UD hockey 2020-21 S1). Mike recommended that I mail the damaged cards to him at UD and they would do their best to replace them with the exact same cards, or cards of equal value. I informed Mike I was very hesitant for I had attachment to some of the cards received and was not sure I would receive them back. I mailed the damaged cards to UD. I received the same cards back, but in fantastic shape... the shape and quality UD is known for. As a token for my efforts, I had received a bonus card. I want to say that UD (especially Mike) stands behind their products and wants all their customers to enjoy them along with their sports! Thanks Mike for taking the time to deal with me. You made me feel like a valued customer. R

I am a big Marvel fan... but also a bigger boardgame-addict and so I bought myself Legendary: A Marvel Deck Building Game. Along with a modest mountain of expansions. Upon opening the base-box, I noticed that one card was damaged unfortunately and immediately looked online on how to contact Upper Deck, hoping for some kind of service. Took a picture as a proof, included that in my mail and also provided a proof of purchase (as per the instructions on their support page). To be honest : I didn't expect a positive reply as I live in Europe and I expected a "please check with your local seller" kind of response... But to my more than pleasant surprise, I got a personal reply back from James (from QA) and besides it being lightning fast, the damaged card would be sent over! I am thankful and also 'confident' as a customer that I can keep on buying their products with ease. So James and Upper Deck : thank you! Keep on making those Marvel expansions, I'll keep on buying them :-)

A+ Incredible response time and resolution beyond my expectations! I've never had issues with Upper Deck games, owning every Marvel Legendary expansion without any missing or damaged parts. I bought Legendary Encounters: Alien second-hand; the cards were sealed but the rulebook was missing. I contacted the seller to no avail. I then reached out to Upper Deck about buying a replacement. They replied within minutes, offering a PDF version and checking availability for a physical copy. I provided my address and shortly after, they informed me they would send a rulebook free of charge! This service exceeded my hopes. I've always enjoyed your games, and now I'll share my story of your exceptional customer care. Kudos to Upper Deck and their team for outstanding service!

Wow! I can't say enough positive things about how well Upper Deck Customer Service treated me after I sent them a note indicating that several packs from several boxes of hockey cards I purchased did not have any inserts in them. After they understandably asked for some of the purchase information -- like a receipt and serial numbers on the boxes -- they replied quickly saying they would send me a "customized case" in 10-12 weeks or so, if I remember correctly. Well, man oh man, were my son and I unbelievably pleasantly surprised the other day when we opened the package of replacement cards. Without getting into details, the replacements were so above and beyond what any reasonable person would have expected to get as the missing inserts from those packs. The number or cards, the types of cards, and the players on the cards were just so fantastic it blew us away. We were and still are so excited. Customers rightfully should expect to be treated fairly by a company when there is a problem with their product -- what Upper Deck provided us in terms of positively outrageous compensation for our problem speaks so highly of how highly they value/appreciate and are loyal to their customers. Thank you so much Upper Deck!

Ok let me begin with what a great team Chris has also a have to include Jeff. A a veteran who suffers from serve PTSD. I had asked if Chris knew the wear abouts of a project of Dahlin mega patches. He didn't have to respond buy he did. 1 thing this company does is care about a single collector like myself. Collecting has become a very useful tool in dealing with my PTSD. With being on a fixed income and the increasing demand for card I was unable to either find cards retail or unable to pay the mark up prices scalper were asking. So Collecting became somewhat impossible. So one of the few things I could rely on to keep my mind functioning was pretty much gone. I chatted with Cbris about this dilemma and even talked about altercation I had been in over pack searching or scalpers buying everything. Chris apologized for the hike in price and demand. He didn't have to do that .Its clearly nothing he could foresee or even do anything about it. He told me to stay strong and offered some advice. This is coming from a man who is busy and important in the card Collecting community. If this is not above and beyond customer service I don't know what is. He treated me like a friend not a customer. Then out of the blue I get a RAK package from him and his company. 2 boxes of card I definitely could not afford and some wonderful card to add to my son and I Collection. I was blow away. For a company to treat you like family and not just another number is rear if not completely unheard-of. So why read this know your not just a number with upper deck they truly more then sell cards. I can't tell you how just a few boxes help with my PTSD or how it let my mind focus on something other then the trauma I have occurred over my time in the military. I.dont know if they are aware of how much this little RAK helped me. So Chirs thank you so much for taking the time to go above and treating me like family not a number.

I bought a full box of Tim Hortons hockey cards 199$ . I was quite disappointed at not getting one of the 3 d cards Symmetrey Standouts. This is the third full box I have purchased and have gotten 4 to 5 cards imin symmetry standouts in the other boxes . I cannot believe I did not get one of these cards in the last box I bought. Why is that. It’s not right I spend a lot of money on these cards and expect to get at least 4 of these cards. Can you rectify this mistake ty. James Doncaster. I have receipt if you need it I’m really really disappointed

After spending a number of dollers I got a future watch Nick suzuki that was major damaged

Upper Deck put an autographed item for sale on their website at an extremely good price point and I jumped at the opportunity and purchased one. A month went by and I did not receive my order nor a shipping confirmation email. I contacted Upper Deck Customer Service and they told me that the item I had purchased they actually did not have in stock and they had cancelled and refunded my order the week I had purchased it. This is completely untrue as I never received any refund for my order and if they did cancel it they never sent an email or anything to let me know. I waited a month excitedly in anticipation of getting something I have always wanted only to be told this news. Upper Deck would have just kept my money for this "cancelled order" if I had not proactively contacted them about this. They would not agree to an exchange for a different item (which I would prefer over a refund) or compensation of any kind for the inconvenience and terrible customer experience. Unfortunately Upper Deck has a monopoly on autographed items for certain athletes so they know people don't have any other options if they want a signed item from them. Unfortunately this appears to manifest itself in how they treat their customers as well as their exorbitantly high prices.

On 10/10, I tried to buy a signed sports jersey for $4,999.99 plus tax. I completed the purchase, entered my payment and shipping details, and clicked 'Place Order.' Not receiving a confirmation email, I attempted to repurchase, finding the price had jumped to $11,999 plus tax. Customer service, through Conner, requested a purchase screenshot. Lacking one, I asked for a manager and Jeff responded, insisting on a screenshot for assistance. My work IT manager, due to monitored work computers, provided the screenshot, which I sent to Jeff. Despite the evidence, Jeff's team claimed no record of the transaction and refused to assist. This seemed like a technical glitch, especially since I had proof of the original price before the $7,000 increase. They had hoped I lacked proof, but even with it, they wouldn't honor the initial price. Their refusal is appalling. It's a stark example of greed and customer disregard.

I purchased 4 redemption cards and paid via paypal for the cards. After I received the cards and tried to enter them on the website I realized that these cards had already been redeemed and the person I purchased them had scammed me. He would no longer answer my calls or emails for a week. So then I contacted Upper Deck Customer Support which let me know that the cards had not been redeemed and they would transfer them to my account if I could prove that I had them in my possession. I then took pictures of the card with the current "People" magazine, Safeway and Walgreens receipts to show that I had them in my possession today. I then was told by Upper Deck employees to mail the cards to them and they would transfer them to my account. So trusting the company I did. They were received and transferred to my account. After the transfer was made the original scammer started answering emails with personal threats to me and offered a full refund plus more money to my paypal for trying to scam me. i discontinued talks as it didn't matter because I trusted Upper Deck. After weeks they were taken out of my account. I called Upper Deck customer service and they told me that they scammer sent me a refund via paypal and they decided to transfer to his account because he wanted the cards. Upper Deck was part of enabling a scammer and lying to a faithful and trusting customer. I have all documentation of shipping, screenshots of my Account with status changes of the cards being taken out of my account, pictures of the cards in my possession before I sent. Also, all email correspondence between myself and the scammer and also Upper Deck employees.

In 3, I acquired an unredeemed 2015-16 SP Authentic Future Watch Autograph Redemption Card #238 numbered to 999 on the second hand market. The idea of redemption cards is like a promise between Upper Deck and the holder of a redemption card; the holder will receive the promised card listed once the company receives the signed cards from an athlete. Each redemption card has a code that can be entered on UpperDeck.com which reserves the production card. On 3/30, I entered the redemption code on the Upper Deck website and it was accepted. The card was valued at $50 per the June edition of Beckett Hockey. In 11, I noticed a number of these cards began to circulate on the secondary market and assumed my pending redemption would be fulfilled. However the status of my specific redemption was still 'Athlete Committed to Signing'. I inquired with Upper Deck Customer Care and was told that they "are still waiting for that card to be completed and returned back to us" and "At the moment there is no estimated time frame for completion". I was offered the option to request a replacement or continue to wait, and I opted to wait. On 2/28, I was shipped a replacement card, 2017-18 SP Authentic Future Watch Autograph Card #148. As of this writing, the replacement card has a value of $20 per the March edition of Beckett Hockey. The card I received is worth $5 less today than the value of card I should have received; and $30 less than what I should have received when I redeemed the card. From what I know, it is Upper Deck's policy to use Beckett Hockey as a method of determining fair value of redemption replacements. In this case, I did not receive fair value. Also, since I've had to wait so long for fulfillment, I've suffered a loss via depreciation by being patient. If Upper Deck had sufficient supply of the original card I was due, I wouldn't have suffered any loss. Since then, I've had to purchase the I was promised from eBay to complete my set.