Reply from Total Cards

Apr 14, 2025

Hi Sam

Thank you for your feedback. We understand your frustration, but as stated in our store policy, there is a per-customer limit on booster bundles to ensure as many members of our community as possible have a fair chance to purchase them. Your order of 10 booster bundles exceeded this limit, which is why it was refunded. I am sorry this took longer than anticipated. I will be looking into this.

The stock from refunded orders will be made available at RRP in our Gaming Centre, giving local players another opportunity to purchase them fairly.

We appreciate your understanding and support in making these products accessible to as many fans as possible.

Kind Regards
Ryan

Reply from Total Cards

Mar 31, 2025

Hi There

Thank you for taking the time to leave a review. We truly appreciate all feedback, as it helps us improve our service and ensure a better experience for everyone.

I understand your concerns regarding your points tier and sincerely apologise for any confusion. As stated on our points page, tier levels are maintained by meeting the required spending threshold within a 30-day period. If this requirement is not met, the account reverts to the basic tier. I do apologise if this was unclear.

Regarding stock availability, while Pokémon products have been difficult to secure due to supply restrictions, we do carry a variety of other TCG products, including collections, tins, and different trading card games. We are continuously working to expand our inventory and improve availability.

I understand that you requested for your points tier to be restored. Unfortunately, I do not have the authority to override this policy, as it falls under the Terms and Conditions set by management. However, I truly appreciate your loyalty and I have already escalated your feedback to the appropriate team.

Please note that while your tier has reset, your previously earned points remain in your account and can still be used toward future purchases. We truly value your support and hope to continue providing you with the five-star experience we strive for.

Kind Regards
Ryan

Reply from Total Cards

Mar 28, 2025

HI Philip

Thank you for taking the time to share your feedback. I have responded to your email regarding this matter, but I wanted to address it here as well.

To ensure fairness and prevent scalping, we implemented a limit of one per customer, account, and household. Our system flagged multiple orders from the same address, and while we understand this may be frustrating, we must enforce this rule to keep things as fair as possible for all collectors.

We recognize that stock limitations can be disappointing, and we genuinely wish we had more to go around. Unfortunately, we are working with a limited supply from our distributors and The Pokémon Company, which is beyond our control. Our goal has always been to distribute products as fairly as possible to as many collectors as we can.

We truly appreciate your understanding and patience, and we are sorry if this experience has been disappointing. If there’s anything else we can do to assist you, please don’t hesitate to reach out.

Best regards,
Ryan

Reply from Total Cards

Mar 28, 2025

Hi There

Thank you for taking the time to leave your review. We truly appreciate all feedback, as it helps us improve our service and provide a better experience for everyone.

We sincerely apologise for the delay with your order. Unfortunately, stock shipments have been affected due to the recent Pokémon release, which has caused unexpected delays. Regarding your Final Fantasy Booster Box, we expect these to arrive in the coming days, and we will ship your order as soon as they are with us.

Please rest assured that your order has not been forgotten—we dispatch items the moment they arrive from our suppliers. I can see that we had previous contact with you about a delay eight months ago, and I truly regret that this has happened again. We acknowledge that our communication could have been better, and I will ensure this concern is raised with the team. The past few days have been incredibly busy with getting orders shipped, but we understand that keeping you informed is just as important.

Once again, I apologise for the delay, and I appreciate your patience. While we understand your frustration, we truly hope you’ll consider giving us another chance in the future to provide you with the 5-star experience we strive for. If there’s anything else we can do to assist you in the meantime, please don’t hesitate to reach out.

Kind Regards
Ryan

Reply from Total Cards

Mar 31, 2025

Hi Chris

Thank you for your feedback. We understand your frustration, but as stated in our store policy, there is a per-customer limit on booster bundles to ensure as many members of our community as possible have a fair chance to purchase them. Your order of 4 booster bundles exceeded this limit, which is why it was refunded.

While we do understand people like to buy for a sealed collection, this removes the ability for other collectors to get even one

The stock from refunded orders was made available at RRP in our Gaming Centre, giving local players another opportunity to purchase them fairly.

We appreciate your understanding and support in making these products accessible to as many fans as possible.

We hope that you will give us a second chance to give you the 5 star experience that we know that we can give

Kind Regards
Ryan

Reply from Total Cards

Mar 26, 2025

Hi Simon

Thank you for your review. We truly appreciate all feedback, as it helps us improve our service and ensure a better experience for everyone.

We’d like to take a moment to clarify a few points regarding your concerns.

After looking into your order, I can confirm that all 16 items were shipped. If you ever receive an order with a missing item, please don’t hesitate to reach out—we’re always happy to investigate and resolve any issues. In rare cases, items can go missing in transit, and while this is not common, we will always work with you to make things right.

Regarding the email issue, we’re aware of the problem and are actively working to resolve it. Unfortunately, the root cause isn’t immediately clear, but please know that we’re taking this seriously and are doing everything we can to fix it as soon as possible.

I also want to address the pre-order limitations. Our goal has never been to cancel orders for profit. We placed a one-per-household limit to help ensure that as many collectors as possible could purchase the product at RRP, rather than having to pay inflated prices from resellers. We understand that some customers like to keep items sealed for their collections, and we truly appreciate that, but we also want to make sure that everyone has a fair chance to buy them.

Regarding Whatnot, we know that many in the community enjoy the interactive experience of watching packs being opened in real time. The pricing there is slightly higher than on our website due to platform fees, but this is not intended as scalping—it’s simply an adjustment for selling on a different platform.

Our goal has always been to make products as accessible as possible to genuine collectors. We sincerely appreciate your feedback and the opportunity to clarify.

Thank you again for taking the time to share your thoughts, and if there’s anything we can do to assist you further, please don’t hesitate to reach out.

Kind Regards
Ryan

Reply from Total Cards

Mar 25, 2025

Hi There

Thank you for your feedback. We understand your frustration, but as stated in our store policy, there is a per-customer limit on booster bundles to ensure as many members of our community as possible have a fair chance to purchase them. Your order of 20 booster bundles exceeded this limit, which is why it was refunded.

While we do understand people like to buy for a sealed collection, this removes the ability for other collectors to get even one

The stock from refunded orders was made available at RRP in our Gaming Centre, giving local players another opportunity to purchase them fairly.

The stock on Whatnot is allocated from the inventory we expect to receive, so it’s not a case of scalping. Many collectors use both Whatnot and our online store, and we want to make sure everyone has access to the products they’re looking for. The prices on Whatnot are slightly higher to account for the platform’s selling fees, but we always strive to keep our pricing as fair as possible.

We appreciate your understanding and support in making these products accessible to as many fans as possible.

Kind Regards
Ryan

Reply from Total Cards

Mar 12, 2025

HI David

I’m sorry to hear that you feel this way. As outlined in the refund notice, our decision to limit orders to one per customer was made to ensure fairness for all collectors. Your order exceeded this limit, with a total of 10 units, which is significantly above the allowed quantity.

To clarify, we are not reselling or "scalping" these items—we will be making them available again on our website at the same price, giving other collectors the opportunity to purchase them.

While we understand that some customers prefer to purchase multiple units for sealed displays or future collections, due to the limited stock allocated by Pokémon, we had to enforce this policy to ensure as many collectors as possible could secure one.

We did not cancel your entire order but adjusted it to align with the one-per-person limit. We appreciate your feedback and sincerely hope that Pokémon will increase stock allocations for the UK in the future.

Thank you for your understanding, and please let us know if there is anything else we can assist with.

Kind Regards
Ryan

Reply from Total Cards

Mar 11, 2025

Hi Robbie

Thank you for sharing your feedback. We understand your concern about pricing, and we’d like to provide some context to help clarify.

As a business, we operate in a highly competitive market with several factors influencing our pricing. The cost of running a retail store goes far beyond just stocking products – we manage overheads such as staff wages, retail space, operational costs, and, most importantly, ensuring we secure stock from distributors. These factors all contribute to the final price of a product.

Additionally, products like the newest Pokemon sets (both Prismatic and Journey Together) are in high demand, with limited availability from suppliers. While we aim to offer competitive pricing, the market reality sometimes necessitates adjustments to cover costs and maintain stock availability for as many customers as possible.

We assure you that we value our customers and strive to provide the best service and selection while managing the challenges of operating a business in this space.

Kind Regards
Ryan

Reply from Total Cards

Mar 6, 2025

Hi Scott

Thank you for taking the time to review us. We truly value all feedback and use it to improve our services.

I’d like to address a couple of points. Firstly, the promotional items were available whilst stocks lasted. Unfortunately, as I do not work in the warehouse, I am unable to see which specific orders received the promos. Due to the high volume of orders processed in a short period, our warehouse team was focused on fulfilling them as quickly as possible and, understandably, may not remember specific shipments. As stock was limited—something we did communicate via a blog post—I regret that we were unable to guarantee availability. I sincerely apologise if this did not meet your expectations.

Secondly, I want to acknowledge that our support team is currently just myself. As you can imagine, on particularly busy days, I receive a high number of tickets, especially Pokemon Day. While I always strive to provide as much information as possible, there are times when I may not have all the details immediately available. I truly appreciate your patience and understanding in these situations.

I’m sorry that your experience hasn’t been as smooth as we would have liked. While I understand your frustration, I truly hope you’ll give us another chance in the future so we can provide you with the 5-star service we know we’re capable of delivering.

If there’s anything else I can assist with, please don’t hesitate to reach out.

Kind Regards
Ryan

Reply from Total Cards

Feb 24, 2025

Hi Mark

Thank you for taking the time to leave your review. We truly value all feedback and use it to continually improve the experience we provide.

We’re sorry to hear that you feel we’re exploiting the market (price Gouging)—this is absolutely not the case, Mark. The stock you see on our Whatnot streams is allocated well in advance and is separate from the inventory made available for our online store. Unfortunately, the allocation for our website has sold out, and while we’re actively working to secure more, stock levels are determined by Pokémon’s distribution and are beyond our control.

Regarding pricing, we understand your concerns. The increase on Whatnot is to account for the platform's seller fees, but we can assure you that prices are never doubled or tripled and we do try our best to keep these low or have a RIP till you hit!. We sincerely apologise if this gave the wrong impression.

We completely understand your frustration and truly wish Pokémon could print enough stock to meet everyone’s demand. Please know that we are doing everything we can to restock and make products available to as many collectors as possible.

Thank you again for your feedback, Mark. We’re committed to improving and hope we can better meet your expectations in the future.

Kind Regards
Ryan

Reply from Total Cards

Feb 20, 2025

Hi Sam

Thank you for taking the time to share your feedback. We genuinely appreciate input from our customers, as it helps us improve our services and address any concerns.

We’re sorry that this order hasn’t been the best experience for you. Regarding the backorder issue, we understand that our “Available to Order” status may not have been as clear as we intended. While we don’t list estimated shipping dates, we now see how this could have been confusing, and we will use your feedback to improve how we communicate stock availability.

In regard to the order cancellation and request for compensation, we completely understand that delays can be frustrating. Unfortunately, as the delay was caused by supplier issues beyond our control, we were limited in what we could offer. We did add points to your account as a goodwill gesture, though we understand this may not have met your expectations.

Regarding the cancellation of your order, you had requested that we dispatch the product within 14 days, which we were unable to guarantee due to supplier delays. Since waiting was not an option for you, we proceeded with the refund. As previously communicated, we had every intention of fulfilling the order, and we were actively following up with our suppliers daily.

We were still happy to fulfil the order if you wanted to wait for this at the price you had paid but as you didn’t want to wait any longer, we had to cancel.

Please note that secondary market prices are beyond our control, though we have observed that the product is still available below RRP at many retailers.

If you ever need items by a specific date, we encourage you to reach out to our team so we can explore options for exchange or refund at the earliest opportunity. Our team is always happy to provide the most up-to-date information available.

As a retailer rather than a supplier, we, like most retailers, are dependent on stock availability from our suppliers. While this means some delays are beyond our control, we remain committed to doing everything possible to get orders fulfilled as quickly as possible.

Once again, we truly understand your frustration, and we sincerely hope you’ll give us another chance to provide the 5-star experience we strive for.

Kind Regards
Ryan

Reply from Total Cards

Feb 20, 2025

Hi Ivo

Thank you for taking the time to share your feedback. We truly value hearing from our customers, as it helps us improve our services and address any concerns.

We’re sorry to hear that your experience hasn’t met expectations, and I want to take a moment to clarify a few points.

Regarding the extra stickers, we have been running down stock following our rebrand last April, which is why some orders may not include them. We understand this may have been disappointing, and we do plan to revamp them in the near future.

On the backorder issue, we do display items as “Available to Order” rather than providing estimated shipping dates. However, we recognise that this may have caused some confusion, and we truly appreciate your feedback—we’ll work on making this clearer in the future.

We always aim to offer solutions, whether that’s cancelling, exchanging, or fulfilling your order as soon as possible. If this wasn’t communicated clearly, we apologise for any misunderstanding and will discuss this with our team to ensure better clarity moving forward.

As for the contents of your packs, we completely understand the excitement of opening them and the hope for great pulls! Unfortunately, as a retailer, we have no control over pack contents, as these are completely random.

We also want to assure you that we always provide honest and transparent updates based on the information available to us. Supplier delays are frustrating for us, too, but we do everything we can to get stock in as quickly as possible and keep customers informed.

Once again, we truly apologise that this hasn’t been the experience you expected, and we sincerely hope you’ll give us another chance in the future. We’d love the opportunity to provide the 5-star experience we strive for!

Kind Regards
Ryan

Reply from Total Cards

Jan 28, 2025

Hi Alex

Thank you for sharing your feedback. We understand your concern about pricing, and we’d like to provide some context to help clarify.

As a business, we operate in a highly competitive market with several factors influencing our pricing. The cost of running a retail store goes far beyond just stocking products – we manage overheads such as staff wages, retail space, operational costs, and, most importantly, ensuring we secure stock from distributors. These factors all contribute to the final price of a product.

Additionally, products like Prismatic Evolutions are in high demand, with limited availability from suppliers. While we aim to offer competitive pricing, the market reality sometimes necessitates adjustments to cover costs and maintain stock availability for as many customers as possible.

We assure you that we value our customers and strive to provide the best service and selection while managing the challenges of operating a business in this space.

Thank you for understanding.

Kind Regards
Ryan

Reply from Total Cards

Jan 27, 2025

Hi Adam

Thank you for your review; we truly value all feedback and use it to improve our service.

First, I want to sincerely apologise for the lack of response to your email. Unfortunately, this occurred while I was away, and the system automatically closed the ticket. I can see that you contacted me again today, and I have responded. Please let me know how you’d like to proceed with your order, and I will do everything I can to resolve this for you.

Regarding the stock confusion, the product you ordered was on backorder rather than in stock. It was marked as “Available to Order,” but I completely understand how this may have been unclear, especially during the busy Black Friday period. We placed an order for this product on your behalf, expecting it to arrive within a week. Unfortunately, delays from the supplier and Pokémon’s distribution have pushed the timeline back. We’ve been following up daily, even if it hasn’t always felt that way, but we’ve yet to receive an updated ETA. We try to avoid flooding inboxes with unconfirmed updates and prefer to provide accurate timeframes when we have them.

As for the store pickup option, I’ve identified that this was an error in the system, and I worked quickly to have it resolved.

Once again, Adam, I deeply apologise for the delays with your order. This is not reflective of our usual standards. I truly hope this experience hasn’t discouraged you from ordering with us in the future, and I’m here to assist further whenever you’re ready.

Looking forward to your response to my email!

Kind Regards
Ryan

Reply from Total Cards

Jan 27, 2025

Hi Simon

Thank you for taking the time to leave your review. We truly value all feedback and use it to continually improve the experience we provide.

We’re sorry to hear that you feel we’re exploiting the market—this is absolutely not the case, Simon. The stock you see on our Whatnot streams is allocated well in advance and is separate from the inventory made available for our online store. Unfortunately, the allocation for our website has sold out, and while we’re actively working to secure more, stock levels are determined by Pokémon’s distribution and are beyond our control.

Regarding pricing, we understand your concerns. The slight increase on Whatnot is to account for the platform's seller fees, but we can assure you that prices are never doubled or tripled. We sincerely apologise if this gave the wrong impression.

We completely understand your frustration and truly wish Pokémon could print enough stock to meet everyone’s demand. Please know that we are doing everything we can to restock and make products available to as many collectors as possible.

Thank you again for your feedback, Simon. We’re committed to improving and hope we can better meet your expectations in the future.

Kind Regards
Ryan

Reply from Total Cards

Jan 21, 2025

Hi there,

Thank you for taking the time to leave a review here. We genuinely appreciate your feedback and are truly sorry that your experience with this pre-order did not meet expectations. Providing excellent service is our priority, and we are working diligently to improve this process for future orders.

I’d like to address a few of the points you raised. As a retailer, we rely on our suppliers for stock, and in this instance, we were initially promised delivery within the first two weeks of December. Unfortunately, this did not happen, and we sincerely apologise for the delay. While it may not have been apparent, we were working daily to get updated information from our suppliers. However, they did not provide us with a confirmed timeline, leaving us unable to give you precise updates. This situation was truly beyond our control, and for that, I am deeply sorry.

Regarding delays, we include a disclaimer in our Terms and Conditions to set clear expectations:

"During the order process, we will display an estimated shipping timeframe from the date that you place your order (or a date for pre-order products). Shipping dates are estimates only and cannot be guaranteed. We will let you know if there are any problems with your delivery but cannot be responsible for any delays outside of our control."

The full details are available here: Terms and Conditions. Additionally, on our delivery page, we highlight that:

"While we're dedicated to making every effort to meet the indicated delivery times, it's essential to recognize that there can be factors beyond our control. Please rest assured that we're fully committed to ensuring your order reaches you as swiftly as possible."

We understand that reading terms and conditions isn’t ideal, but they help set expectations around pre-orders and delays.

Regarding the email about your refund, I apologise that it didn’t include an apology. We are reviewing our messaging to enhance clarity and ensure our customers feel valued throughout their experience.

We hope you’ll reconsider ordering from us in the future, as we are committed to making the necessary improvements to deliver a better experience.

Thank you for your understanding.

Kind Regards,
Ryan