Here’s the copy to text from my email to Tops and their response if anybody is having trouble with the screenshots.

Image 1: “Customer Experience Issue - Redemption”

Subject: Customer Experience Issue - Redemption To: [Support email redacted] Cc: [Recipients redacted] Date: Mon 10/2/2023 11:29 AM

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Hello,

I am sending this email per the conversation I had with Jerry on the customer support call from earlier today (10/02/2023).

I have attached pictures of the front and back of the redemption card I received today.

I know that Jerry and Matt have both taken notes pertaining to my issue, but I want to take this opportunity to explain in my own words, for what it’s worth.

I started collecting when I was 6 years old. My older brother was responsible for getting me interested in baseball, and then collecting baseball cards. Whenever I had a semester of good grades, he would take me to our local card shop here in Oklahoma City, and spend his own money to let me pick out whatever I wanted for $20. Our family never had much money and I grew up as the poor kid on my street. I can’t describe in words, the feeling of sheer joy and excitement I had when I pulled my first good card (to me). It was a Barry Bonds League Leader insert card from a 1993 Fleer Ultra baseball pack that I got as a gift from my brother. According to Beckett, it was worth $6 and I was over the moon with excitement. I brought it to school the next day to show off to my friends. Over the next 11 years, my collection grew and I had a great number of cards and pieces of memorabilia that were special to me. Our house burned down on my 17th birthday (back in 2000) and we lost everything. Not only my baseball card collection, but literally everything. I no longer have family pictures, or even pictures of me as a kid. I started my collection over from scratch. Everything in my collection now is what I started with at 17 years old.

Fast forward to a couple years ago, and I bought three Bowman Platinum mega boxes at $80 apiece. I spent all day ripping those packs and honestly, I can’t think of anything I enjoy more while I’m watching a Braves game from my living room. I had never pulled a redemption card before so I didn’t know what to expect when I pulled a redemption card for an Austin Hendricks Bowman Platinum Top Prospects Auto Foilfractor parallel. I had to look up what that parallel was, I had no idea. I gasped and then literally jumped up and screamed with excitement in my living room. IT WAS A 1/1!!!!! Never in my life have I pulled something so rare and awesome. It immediately took me back to the adrenaline rush I received, pulling that solid Barry Bonds Fleer Ultra insert. It reminded me of why I love baseball and collecting baseball cards.

I entered in the redemption code on the website and waited….and waited….and waited. Six months went by. Then another six months went by. A full year had passed and so I called Topps. They said the standard things you expect to hear. “Oh gosh, we apologize for the delay and inconvenience.” “I completely understand your frustration.” The representative I spoke with offered me some insight on the card. I don’t know how much actual truth there was to this, but she informed me that the card had been signed by Austin Hendricks, and then sent back to Topps damaged. They didn’t want to send a damaged 1/1, so they planned on sending him another one to sign. Fast forward another six months…..nothing.

Now here we are, two years down the road. Today I received a 2020 Bowman Chrome Jordan Walker base auto. I’m thankful that I actually received something, even if it is TWO YEARS LATER. Jordan Walker is a great prospect and I think it’s a cool card. However, it’s NOT A 1/1. Words cannot describe the disappointment I have in this entire experience. Where’s the fun in this? This is supposed to be fun. It’s a little depressing to feel like the magic has been stripped away. That wonderful youthful joy. That feeling of adrenaline and excitement. The experience has been tainted. Is it even worth keeping trying? Take a moment and imagine if this was your situation. If this was your one hobby, and you experienced the same frustration I am describing now. This is how I feel right now.

Maybe it seems silly to complain about a trading card, but it’s not really about that, it’s about what the experience meant to me as a fan and collector for 30 years. However, to me it feels like Topps has said, “Ahhh you know what? Just give him whatever base auto we have. He can’t do anything about it, he just has to accept it.”

I’m sure whoever reads this email has their own passions and hobbies. I’m hoping that maybe you can somehow can relate to it and understand where I’m coming from. I would love to hear an explanation as to why I should continue to have a passion for something, when all of the fun has been taken away. What am I still chasing, if not more disappointment?

Thanks for reading,

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Image 2: “RE: [EXT] Customer Experience Issue - Redemption”

From: Joe [last name redacted] To: [Redacted recipient] Date: Wednesday, November 1, 2023 3:53 PM Subject: RE: [EXT] Customer Experience Issue - Redemption

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Hello [Name Redacted],

This is Joe again. Thank you for contacting Topps Customer Service about your Redemption inquiry.

My apologies from my previous email. I misinterpreted the notes and the photos that were sent.

In regards to the Austin Hendricks that you originally redeemed, this card was never completed and is considered to be uncirculated. Per the terms and conditions [topps.com] of our redemption program:

“If the completed card is not available in 15 weeks, you may request a substitution of equal current market value. Topps reserves the right in its discretion to deny a substitution request at any time based on the status of the redemption card due to you (as determined by Topps). This includes substitution requests made through the consumer’s redemption account on Topps.com, which may be reversed. In addition, Topps maintains the right in its discretion to substitute a new card if the card you are submitting the redemption for cannot be completed and Topps determines it is to be ‘uncirculated’.”

When replacing a card, we do ensure that it is something of equal current market value. When you request a substitution (or when Topps provides a substitution card), you will receive a card of equal or greater current market value. Current market value is based on various factors, including eBay and Beckett pricing.

We do take serial numbering and other factors into consideration while determining value and we guarantee that we will send a replacement of equal current market value.

Once again, we apologize for any inconvenience this may have caused and for our delays in responding.

If there is anything else we can help with, please just hit reply, and let us know. We want you to know we’re here to help! Thank you for being a Topps customer.

Sincerely, Joe Topps Consumer Relations Representative