Hello, everyone. Yet again, I seem to be caught in an issue with a grading company. This time, it is with BGS.
I want to write this in timeline style since this situation has been ongoing for about three months now. I am making this post to bring awareness to the madhouse that is BGS support and to see if anyone has any other contact routes that I can explore to get my cards back.
6/17/2025 - 6/20/2025
I dropped off my BGS sub via USPS Priority Express, and it arrived 3 days later.
The submission was via Standard grading (20-25 business days).
The submission consisted of some Weiss cards, some Magic Final Fantasy, and 20 Korean Metamong Ditto’s.
6/25/2025
BGS informed me that the order was delivered to them and was in the queue for verification.
Inbetween 6/25 - 7/30
I contacted BGS once via their contact them option, sending a request to see if there were any updates to my order since it was still stuck in verification. I assumed that because of global delays in grading with every grading company, they would take longer than described. **
7/30/2025**
This is when I have the next update: I get a random call from a phone number in Plano, Texas. I pick it up, and I am told that this is a customer service rep from Beckett. They were informing me that the submission had been delivered to BGS. This phone call was toned to be a "reminder” phone call, as if I already was aware of this issue and they were calling to see what I wanted to do.
I explained to the CS rep that I had no idea this was happening and questioned why I was only made aware of this issue a month after delivery. They told me it was because the CS Rep who was originally in charge of my case ended up taking Sick leave for two weeks, then quit when they came back, and then it took an extra week to get re-assigned to her.
She explains that she will provide pictures of the damage and that we can decide what to do from there.
7/31/2025
I made an additional call to the BGS rep with the extension number she provided to get in contact with her, since no one was responding to my emails. I asked her for some details on how many cards were damaged and what the process is for something like this.
She was very blunt and told me that she had just started working there and that I was the first damaged case that she was handling. I told her I’d need some pictures of the damage on the cards to decide if I wanted to just not grade those cards and grade the rest of the sub.
She also tells me that she has not seen my submission but is only reading the notes from the receiving team, which indicate that 8 of the cards in the sub are marked as damaged. She also told me that she needs to wait for her manager to come back from PTO to find my submission and then take pictures of the damage to send to me.
8/1/2025
I received an email and a call with the following photos.
I was baffled by the damage that they claimed was done by USPS. Instantly, I asked for pictures of the packaging, my box, and my shipping label. This would allow me to start an insurance claim since they require that. The rep told me that they no longer have possession of the box it arrived in due to how mangaled it was. She also told me that she actually found my submission on her boss’s desk since they were still on PTO. She said that they would review the camera footage to get me the pictures needed for my insurance claim.
At first, I told the rep that we should remove the damaged ones from the grading and continue to grade the rest of the cards if they look to be in fine condition.
8/2/2025-8/6/2025
In the following couple of days, after speaking to the rep on the call a couple more times. Again, using the extension that they provided. Throughout these calls, I determined that at this point it was not worth trying to salvage any of the grades for these cards and requested that the entire submissions be returned to me. No grading involved, just a simple return.
The rep agreed and said they would be able to start that once their manager returns. They told me that they usually have had two managers, but one of them quit, and another is at The National.
My last phone call that went through was on the 6th, that is when they told me their manager returned from the National, but they caught COVID and will not be around for at least another week.
8/6/2025 and onward
I have not heard back or been able to contact anyone since the 6th. At first, when I dialed the extension they provided, it would ring, but for a week or two now, the extension no longer worked and moved instantly to decline.
I have submitted at least four different help requests, called their normal line six times, and been put in the “waiting” queue for a callback, which never actually gets a callback.
BGS still has my cards, never showed me the damage to the packaging, and never even tried to start a return for my cards.
Overall
There is a lot of trust involved when grading cards. When you submit to a grading company, you need to trust them that they will deliver on what you requested and that they will at least take the time to respond in a timely manner. BGS has broken that, and I will most likely never grade again. If someone does have a contact so I can get my cards back, do let me know.