Misc

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!
Twitter Facebook Pinterest

View more // Comments (47)

02 months agoannjooannjoo
EmeraldGreen (2 months ago) #2202938I'm not sure about MasterCard, but Visa has a policy where you can claim through VISA on items that arrived damaged, didn't arrive, or not as described. I think Visa has like 100+ days after you receive the item to submit a claim. I assume MasterCard may have similar policies?? You might want to go that path to get your money back if you're still in pursuit of this issue.

Thanks for your tips :)
This happened one year ago though eheh, I learned quite a good lesson from it so it's ok.
But thanks for the tips anyways, could be useful for other people searching up this post.
02 months agoEmeraldGreenEmeraldGreen
I'm not sure about MasterCard, but Visa has a policy where you can claim through VISA on items that arrived damaged, didn't arrive, or not as described. I think Visa has like 100+ days after you receive the item to submit a claim. I assume MasterCard may have similar policies?? You might want to go that path to get your money back if you're still in pursuit of this issue.
02 months ago (2 months ago)poseidon21poseidon21
so far,i mostly used proxy sevice from japs "surugaya" and "surugaya a too" ,and it's fine(probably because the proxy gives more box and stuff and i'm not dealing with surugaya's crap )

there is one time that i order 2 stuff from surugaya from rakuten en,and it was a hell just to do combined shipping, it feels like talking to an unmotivated person who can't speak english and just use google translator, and on top of it, they didn't combine even after the long struggle to get them said yes they'll combine shipping

so yeah,it's not a recommended seller, atleast for rakuten EN is a total no for me
02 months agofayezfayefayezfaye
It's so annoying because they have so much cheap figma but it's just not worth the risk. I've only heard bad stuff about them. I think I'll go with Terraformer, even if they are a bit more pricey - it's worth it for the good service. Thanks for the warning!
05 months ago (5 months ago)banana-princebanana-prince
annjoo (5 months 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.
05 months agoannjooannjoo
banana-prince (5 months 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).
05 months 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.
01 year 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!

View more comments

User

Information

Related Items (0)

Tags (0)

Related Clubs (0)