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iSurugaya - scamming you whenever they ...n/a    Readers' selection (2013-04-12)

I'm here to warn people about Surugaya / Surugaya-a-too (they can also be found on Rakuten), and to ask for some help.

Known problems with Surugaya:
• Surugaya is known for taking weeks to ship people's orders. That problem is unavoidable with them.
• There have been cases where they charge you twice for your order. You would have to contact them to make them fix it.
• People have had items in their orders missing. When telling Surugaya about it, they just brush it off and say they did ship the item. There's nothing you can do about it.


Now here is my problem with them:
I ordered some kyun charas. They lied about the condition of the figures. One was even assembled already, with the head attached to the body. They sent the items in a flimsy paper package (and it was supposed to be EMS), without any padding. The item which was assembled of course broke, the head snapped off the neck joint.

So I contacted them about it, including photos and all.
They told me to wait because they're busy. I waited for a whole month. Then I contacted them again.

This time they tell me it's not their fault and that I should contact my post office instead. It took them a month to tell me that? and this problem obviously has nothing to do with the post office. It's their own fault the item broke because it was assembled and there was no protection in the flimsy paper package they used.

I've mailed them again and I'm currently waiting for another reply. But since I don't expect a reasonable reply from them, I want to ask you guys. Does anybody know if Rakuten has some kind of buyers protection or anything similar? I bought from them through Rakuten's english website, paid with MasterCard (because Surugaya doesn't allow Paypal), and my Swedish bank isn't very helpful with these things. What hurts the most is that I had to pay the customs for this order too. Any help will be appreciated!
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01 month ago (1 month ago)banana-princebanana-prince
annjoo (1 month ago) #2036047If your bank is helpful, file a claim.
Otherwise there is not much to be done, Rakuten can't help us and Surugaya simply don't care if they can get away with it. In my case I had to suck it up and take it as a lesson to never buy anything from Surugaya ever again (same with other stores that won't allow PayPal).


First thing tomorrow I'm going to file a claim. My bank told me that they are going to communicate with them first lol I'd like to see them try
Well I'm also gonna show them our mails to each other so they can have an idea. Me too I'm never going to use Surugaya again. It's sad though. What happened to them, they weren't this picky with credit cards earlier.
01 month agoannjooannjoo
banana-prince (1 month ago) #2036019-

If your bank is helpful, file a claim.

Otherwise there is not much to be done, Rakuten can't help us and Surugaya simply don't care if they can get away with it. In my case I had to suck it up and take it as a lesson to never buy anything from Surugaya ever again (same with other stores that won't allow PayPal).
01 month agobanana-princebanana-prince
I have encountered another problem with suruga-ya. Even though I already paid for the items they e-mailed me to change my payment method to Rakuten bank or cash on delivery. I told them to I've paid it and I'm not gonna pay it twice if they refund the money I paid by credit-card I'd use Rakuten bank but they're not very helpful. This is the last message I got from them;

お世話になっております。
お問い合わせ頂きまして、ありがとうございます。
先のメールにも記載をさせて頂いておりますとおり、
日本国内発行のクレジットカードのみの取り扱いとなっております。
日本国外発行のクレジットカードの場合、お客様のご本人様確認が出来ません為、
誠に申し訳ございませんが、お支払い方法のご変更をお願い申し上げます。
この度は、駿河屋をご利用頂き、誠にありがとうございます。

Thank you for your help.
I received your inquiry, thank you.
As we have been also described in the previous e-mail,
It becomes the only handling of credit card issued in Japan.
In the case of credit cards issued outside of Japan, because it is not possible person himself confirmation of the visitor,
I am really sorry, but I look forward to change the method of payment.
Once again, I have you use the-too, Thank you very much.


Do you guys have any idea what I should do or tell them next? This is the worst. I haven't had any problem with them in the past.
011 months agozZigxZagzzZigxZagz
I ordered some items from them because of the 5000 yen off shipping campaign. Took them 2 weeks to send order confirmation and they informed me that the shipping cost now 8900 - 5000 = 3900 yen although I don't think the item I ordered are more than 5000 yen EMS shipping (I heard their EMS shipping is pretty high). Ok, deal with it, I replied that I confirm this order and 2 days later they told me my card had technical problem and cancel my order immediately. Seems like they don't give a chance for foreign customer to know what kind of problems to fix it to continue with the order...

First seller from Japan made me "OMG" from A to Z...
01 year agoannjooannjoo
Mikaino (1 year ago) #1480870Ugh, forgot to update. Everything I got had been listed as "damaged", or "cover heavily bent", so on so forth. Everything is PERFECT o.O; Didn't have an issue peeling off stickers, nothing was damaged, and nothing was missing. :) My second box out of the three wasn't an actual "box" though, hehe. (They probably had nothing big enough, it was a cd, muffler, and some cards) Nothing was damaged though!

Good to hear your order is safe. I wish I was that lucky too ;_;
01 year agoMikainoMikaino I am with you always..
Ugh, forgot to update. Everything I got had been listed as "damaged", or "cover heavily bent", so on so forth. Everything is PERFECT o.O; Didn't have an issue peeling off stickers, nothing was damaged, and nothing was missing. :) My second box out of the three wasn't an actual "box" though, hehe. (They probably had nothing big enough, it was a cd, muffler, and some cards) Nothing was damaged though!
01 year ago (1 year ago)LadyStarstormLadyStarstorm
I just wanted to comment here again with an update, in case anyone is keeping up with this thread. I paid for my items with Surugaya on the 12th, they shipped on the 13th and the package is already in the US! I will see what state the items are in when they get here, but so far all seems well! Fingers crossed!

Edit: Today's the 16th, and the package arrived. My items were all in wonderful shape despite Surugaya listing them as having damaged boxes - box damage was minimal, pretty standard imperfections for boxes that were most likely stored stacked atop one another. I guess there are truly are 50/50 odds when you order with them. :<
01 year ago (1 year ago)PineappleSkewerPineappleSkewer
I used them once and I don't plan on it again. I am thankful I didn't get anything bad like some people, but the way they don't accept PayPal and only gave EMS as an option in their shop info is quite a turnoff. On top of that, it took them a bit to ship the items. Auc-terraformer is the only seller I trust there.
01 year agoannjooannjoo
Crimson_Dragon (1 year ago) #1456231God, they sound awful! I can' believe people try to run a business like this.
Someone just posted in a blog about them having a ot of negative feedback. Now I know to stay away from them. thanks for the info annjoo!


Yeah, they have a lot of negative feedback. They try to scam overseas buyers from time to time because they know they can get away with it easily. I'm glad you found this post useful.
01 year agoCrimson_DragonCrimson_Dragon
God, they sound awful! I can' believe people try to run a business like this.
Someone just posted in a blog about them having a ot of negative feedback. Now I know to stay away from them. thanks for the info annjoo!

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