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Astro Game complaints

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1461 Saint Nicholas Avenue
New York, NY 10033 | Get Directions

(917) 522-2020

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Total Amount in Dispute:
$24.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Astro Game closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Astro Game

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11/11/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $23.93 Amount Settled: $0.00

Customer Complaint

10/24/2025

I bought 2 packs of Pokemon TCG booster packs from this vendor, but when I opened the packs, all of the cards inside are counterfeit. I went back to the vendor about an hour later, and was told that only the "boss" can verify the credibility of the cards, and he just happened to take the day off. The clerk refused any form of solution such as exchange or refund. Resolution Sought I would like for the vendor to provide me with a full refund to the debit card I purchased the product with. I would also like for an investigation to be done to verify the credibility of the product being sold, as I am sure other people will face this same outcome.

Company Response

11/4/2025

Contrary to the complaint, we at Astro Game sell only authentic Pokémon TCG booster packs. We have an official Pokémon retail account and purchase directly from authorized Pokemon dealers, which only reputable vendors can do. With 35 years in business in NYC, we have many loyal Pokémon card collectors and professional players. We sell only authentic Pokémon cards in uptown NYC, unlike other stores that sell counterfeits. Anyone can visit our store at any time to verify the authenticity of our Pokémon cards. All our Pokémon, Yu-Gi-Oh, Magic: The Gathering, and Disney Lorcana TCG cards are genuine.

Customer Rebuttal

11/4/2025

I still have the product, including the packing of the packs that I bought from the store. I can provide the serial numbers so that Astro Games can provide proof of receipt to verify receiving the packs from The Pokemon Company International.

Company Final Response

11/9/2025

We only buy Pokémon cards from the Pokémon Company International authorized dealer. The invoices include UPC numbers but no serial numbers, as booster packs only have UPC numbers. Our sales staff reported that Carlos bought a sealed Pokémon booster pack in the morning but returned an hour later, demanding a refund for the opened Pokémon booster pack or he would call the police. Since we only sell authentic Pokémon cards, our staff did not intervene when he threatened to call 911, and our staff planned to file a fraud charge against Carlos when the police arrived. When the police arrived swiftly, Carlos had already left. This confused both the officers and our staff, as it was suspicious for someone making such a scene to leave just as the police arrived. The police and our staff have identified Carlos Jimenez on CCTV, but we cannot confirm his identity. At Astro Game, we have been serving uptown NYC for 35 years and know our Pokémon card customers well, including collectors, competitive players, and social media streamers. Carlos returned one hour after his purchase, raising suspicions that he may have swapped our authentic Pokémon cards for counterfeits. This is a case of fraud.

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