Besvarelse fra Total Cards

Opdateret den 14. okt. 2025

Hi David

Thank you so much for leaving a Trustpilot review, we really appreciate you taking the time! I’m so sorry for the trouble with your order; that’s not the experience we want for anyone. The item showed up online because of a system glitch, the stock wasn't actually available and we had to cancel orders once this was picked up.

The email you got was automated, sorry again for the confusion! We’re already reviewing this to make sure it doesn’t happen again.

Thanks for your understanding, and we hope you’ll give us another chance soon, if you ever need anything else, our support team are always happy to help!

Kind Regards
Ryan

Besvarelse fra Total Cards

7. okt. 2025

Hi Monica

Thank you for taking the time to leave your review on Trustpilot. We truly appreciate all feedback as it helps us improve our processes moving forward.

I’d like to take a moment to clarify the details regarding your order. From what I can see, you contacted us once, and during this correspondence we explained that your item was being imported directly from Japan and dates were subject to change. Unfortunately, international shipments can sometimes experience slight delays, as was the case here. We updated all affected customers as soon as we received confirmation from our couriers about the revised delivery date, which was only on Friday.

I did mentioned in our email, not all retailers source their stock from the same suppliers, so arrival times can differ and I do apologise once again for this happening. In this instance, the delay was not due to waiting on a new batch, but rather the shipment itself being held up in transit. The stock arrived with us on Monday, and most orders were dispatched that same day, though by that time, you had already asked for a refund, which I can see I sorted for you swiftly.

We completely understand how frustrating it can be when expected release dates shift, especially with Pokémon products where delays and allocations have been more common recently. Please be assured that we always aim to remain as transparent as possible when it comes to international arrivals and stock updates.

Once again, I’m sorry this experience wasn’t ideal, and we’ll make sure your other order is shipped out as soon as possible. We truly hope you’ll give us another chance, and thank you again for your feedback.

Kind Regards
Ryan

Besvarelse fra Total Cards

10. okt. 2025

Hi There,

We’re sorry to hear you feel this way. To clarify, the Paldean Fates restock we received a while back was for the Quaquaval version only, not the Skeledirge or Meowscarada boxes you pre-ordered. If we had received your versions, your order would have been fulfilled immediately.

We agree we should have reached out to offer you the Quaquaval boxes as an alternative at the time, that was our mistake, and we’ve already made sure your refund was processed in full.

We never intended to keep your money or resell your pre-ordered items, and we understand how the situation came across. The Pokémon restock process has been unpredictable this past year, and we’ve done our best to manage customer pre-orders with the limited information and stock we receive.

We do appreciate the support you’ve given us in the past and are genuinely sorry that this experience left you disappointed.

- Cameron

Besvarelse fra Total Cards

3. sep. 2025

Hi James

Thank you for taking the time to leave us a review on Trustpilot. We truly value all feedback and use it to help improve our service wherever possible. I am very sorry to hear that your experience hasn’t met the standard we aim to deliver.

In regard to your backorder, when items are purchased on this basis we place the order with our suppliers. Unfortunately, they have yet to provide this stock, and accessories suppliers in particular are known for delays. Please be assured that we are actively working to secure these items, and we fully understand how frustrating the wait can be.

As mentioned in our emails, we are the retailer and not the supplier or manufacturer, so we are limited to the information we are given. I do appreciate your feedback about communication and will make sure this is raised with the team. We never want customers to feel left in the dark, but with no updates from suppliers it can be difficult to share meaningful progress without simply repeating that there is still no change.

Supplier issues have been impacting many UK retailers recently, and while some stores have managed to source stock, suppliers rarely disclose their distribution chains. If we could switch to a faster source, we certainly would.

We completely understand your frustration, we feel the same, as our goal is always to get orders out to customers as quickly as possible. Delays across major TCGs have become increasingly common, but this doesn’t make the situation any less disappointing for you.

Thank you again for your feedback. We will continue to use it to improve, and we truly hope you will give us another chance in the future to deliver the 5* experience that we know we are capable of and that so many of our customers enjoy.

Kind Regards
Ryan

Besvarelse fra Total Cards

4. aug. 2025

Hi Ellie

Thank you for taking the time to leave us a review on Trustpilot. We truly value all feedback and use it to improve our service wherever possible. I’m very sorry to hear that your experience hasn’t met the standard we aim to deliver.

I do apologise that you’ve not had the best experience with our shop. This is certainly not the experience we want any of our customers to have.

I’d like to clarify a few points you raised in your review:

Regarding Pricing
We understand your concerns and appreciate you sharing them. Our prices are based on what we’re charged by our suppliers, and unfortunately, recent increases in their costs have had a knock-on effect. We also have to factor in rising operational costs such as staff wages and overheads. That said, we always check our prices against other online retailers and work hard to stay as competitive as possible. If you ever come across a lower price elsewhere, please don’t hesitate to email us at support@totalcards.net, we’re happy to look into a potential price match 😊

Early Access & Tier System
We’ve been trialling a number of different methods to give more collectors fairer access to limited stock. Our tier system, which has been in place for some time, is one such approach. Many customers have found this to be a better experience overall, and we are actively reviewing and refining it, including the tier thresholds.

We’ve also tried other formats like raffles, but no method has been perfect. While some enjoy them, others feel they miss out, and unfortunately, this is a challenge with the limited stock that Pokémon currently provides to LGSs.

Once again, we’re genuinely sorry that your experience hasn’t been what you expected. We’re committed to improving and will take your feedback on board to continue building a better experience for everyone.

We do hope you'll give us another chance in the future. Thank you again for your honest review.

Kind Regards
Ryan

Besvarelse fra Total Cards

15. jul. 2025

Hi Helen

We're really sorry to hear that your Pokémon Mystery Box didn’t meet your expectations. We always aim for every customer to have a positive and exciting experience, and it’s disappointing to learn that we fell short in your case.

With regard to the contents of the box, we do our best to include a wide variety of items and ensure that the total value meets or exceeds the advertised amount of £200. As mentioned in our previous email, this value is based on current market pricing and our own prices on the site, at the time of packing.

We’d also like to clarify our returns policy for Mystery Products. As outlined in our Terms and Conditions, which are clearly available at the bottom of every page on our site and at checkout, Mystery Products are non-refundable. This is due to the randomised nature of these items. The specific section states:

"Our Mystery products are non-refundable. This is due to the random nature of these products and once opened or purchased are no longer eligible to be returned, exchanged or refunded."

I completely understand that this may not be the outcome you had hoped for. I do apologise if my responses came across as unsatisfactory. I’ve done my best to provide all relevant information, but I will be sharing our full conversation with our management team for review, so they can help identify any ways I can improve communication going forward.

Regarding the product images on the listing, I’d also like to reiterate what we shared in our email:

"The images shown are intended to give an idea of the types of items that may be included, but they do not guarantee specific products. Each box is hand-picked, and we always encourage customers to read the Terms and Conditions before placing an order."

Thank you again for taking the time to share your feedback. We truly hope you’ll consider giving us another opportunity in the future to provide the 5-star experience we are known for.

Kind Regards
Ryan

Besvarelse fra Total Cards

27. jun. 2025

Hi Nicholas

Thank you for taking the time to leave us a review on Trustpilot. We take all feedback seriously and use it to improve our service wherever possible. I’m very sorry to hear that your experience hasn’t been what we aim to deliver.

Regarding the delay in your order — we did send out a notification to inform customers of a slight delay, and the majority of orders, including yours, were shipped on the revised date. As you're an international customer, delivery times can vary and unfortunately, we don’t have control over how long the parcel takes to reach you once it’s left our hands.

In terms of customs fees, since the UK’s departure from the EU, all international orders are subject to import duties and taxes. This is standard practice and applies to all retailers shipping internationally. We always deduct UK VAT from international orders to help offset this, and we’re transparent about these charges in our Terms & Conditions. I’m very sorry if this wasn’t clear at the time of your order.

With regard to the damage you reported — based on the photos you provided, it appears that only one of the boxes was affected, and the damage was cosmetic. While we understand your frustration, the item is designed to be opened and used, and the damage does not affect the contents or functionality. Had we known it was intended for display purposes, we would have taken additional care, as advised in our Terms and Conditions. We do our best to accommodate these requests when informed at the time of ordering.

We did offer a return for a refund, unfortunately as we have explained in our emails to you, the functionality is not compromised so this would be back at your own cost, this is in our Returns Policy.

Once again, we’re sorry that your experience wasn’t as smooth as it should have been. This isn’t the standard we set for ourselves, and we hope you’ll consider giving us another chance to provide the 5-star service we’re known for.

Kind Regards
Ryan

Besvarelse fra Total Cards

1. jul. 2025

Hi Gab

Thank you for taking the time to leave us a review on Trustpilot. We take all feedback seriously and genuinely use it to improve our services wherever possible. I’m very sorry to hear that your experience didn’t meet your expectations, this is never the outcome we aim for.

I would like to take a moment to clarify a few of the points raised in your review:

Valuation Process
We understand the frustration around not receiving a valuation before sending in your cards. Unfortunately, this isn’t possible as we need to assess the physical condition of each card to provide a fair and accurate offer. While we can get a general idea from photos, they don’t always reflect finer condition details. Our team does aim to give a rough indication when possible and also provides clear communication that the final offer will be made after hands-on inspection.

Submission Fees
We’re fully transparent about our fees, these are outlined clearly in our submission form before any cards are sent. These fees help cover the time and work of our submissions team, who carefully review each card, regardless of whether the offer is accepted or declined. If an offer is refused, the return shipping cost also needs to be covered, and we always offer our tracked service at a discounted rate to make this as easy as possible for you.

Valuation Amount
We do appreciate that your quoted offer may have been lower than expected. Please rest assured that all quotes are based on the current market value at the time of assessment. We also have to factor in business-related costs such as VAT, processing, and staff time, which is why our offer may differ from customer-to-customer selling platforms. We always strive to be as competitive and fair as possible within those limits.

We genuinely appreciate your feedback and are already working on ways to improve our submission process going forward. Thank you again for sharing your experience, and we’re sorry that on this occasion we couldn’t deliver the experience we aim to provide

Kind Regards
Ryan.

Besvarelse fra Total Cards

19. jun. 2025

Hi Phillipe

Thank you for taking the time to leave a review on Trustpilot. We truly value all feedback, as it helps us reflect and improve the service we provide to our customers.

I’m really sorry to hear that your experience hasn't lived up to expectations, this is certainly not the standard we aim for, and I do apologise.

I'd like to take a moment to clarify a few points raised in your review. Regarding our email communication, I’m sorry if my responses came across as unprofessional or lacking care. At Total Cards, we make a conscious effort to avoid robotic, templated replies and instead offer personalised responses. This is done with the intention of being more helpful and human, but I understand if this didn’t come across as intended in your case.

In terms of the refund process, I appreciate that waiting can be frustrating. We do advise that refunds can take up to 10 working days to process, which is in line with standard practice, but I understand that it can feel like a long time, especially when you're waiting on an update.

As for the stock delays, I completely understand your disappointment. Unfortunately, we were not provided with timely updates from Bandai or the suppliers regarding the stock in question. We’ve continued to chase for information and pass on anything we receive as soon as we can, but we are ultimately reliant on the timelines and communication provided to us.

Regarding your comment about Whatnot, many of our customers enjoy the interactive, community-driven nature of the streams, and it's become a fun way for people to connect with us. That said, we understand it’s not for everyone and always aim to keep our core online service just as strong. We'd love to understand more about your concern here if you're open to sharing.

Once again, I do apologise for the experience you've had. Your feedback will be shared with the team and taken seriously as we continue to improve. We genuinely hope you’ll consider giving us another chance to deliver the 5-star experience we know we’re capable of.

Kind Regards
Ryan