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Reviews • Otaku Square

  • Bad customer care/experience

    I pre-ordered the Hatsune Miku freeing 1/4 scale back in december 2020, since then I got several emails informing me that it was being delayed, the last email stated that the new release date was being pushed back to the 31st of October 2021. So I contacted them because I wanted to know the reason for this delay and they told me that since the item was out of stock
    I would have to wait, once again I would like to clarify that I PRE-ORDERED the figure. This is absolutely unacceptable.
    I ordered through Otaku Square since I live in europe and I didn't want to deal with custom fees and overseas shipping for such a large item but I really regret going with this company. I really hope someone from Otaku Square sees this and helps me with my order, I've never had such a bad experience.

    Update 26/10/2021

    So the figure got delayed again until 31/11/2021, as I wrote before this is completely unacceptable.
    If Otaku Square fails to answer my emails again I will contact my bank to get my money back.
    AVOID this shop at all costs.
    9 months ago
  • They fooled my head for 3 months and blocked me

    Hello. I don't know how else to contact you. My reference: 2011421l0ud1lyz1, which I formalized PostNL, for some reason, DHL express was sent. Since DHL in Russia has not accepted any parcels from abroad for more than a year for individuals, my order was deployed back to the sender. I called the DHL and they told me that the parcel was received by the store on June 17th! But no one contacted me! I have been trying to contact the store for a month. I wrote in support, wrote through the site form and here in private messages. I was not answered anywhere.
    Apart from Reference: 2011421l0ud1lyz1, I have it fully paid and should be sent in August Reference: 2008487evy2ucvby
    PLEASE!!! Contact me to resolve the issue of shipping !!



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    03.10.2021
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    "Fine", just "fine." For 3 months I tried to get my order sent to me. It were Kambe's nendoroids. I wrote about this earlier. The letters were ignored, the calls didn't help, the store doesn't sent the figures. I asked Otaku Square to return the money, they prommesed to call back, and didn’t call back. As a result, I was forced to contact my bank in order to return the money through it. Fortunately, the bank took my side, the money was returned in full, and Otaku Square blocked me.
    Unfortunately, I still have one more "Fine", just "fine." For 3 months I tried to get my order sent to me. It were Kambe's nendoroids. I wrote about this earlier. The letters were ignored, the calls didn't help, the store doesn't sent the figures. I asked Otaku Square to return the money, they prommesed to call back, and didn’t call back. As a result, I was forced to contact my bank in order to return the money through it. Fortunately, the bank took my side, the money was returned in full, and Otaku Square blocked me.
    Unfortunately, I still have one more a fully paid order on € 345.60 in this store 2008487evy2ucvby
    This is Hatsune Miku Memorial Dress Ver. Since I am blocked, I do not know what happened to my order, nothing was returned for it, no letters about its current status were received. in this store 2008487evy2ucvby
    This is Hatsune Miku Memorial Dress Ver. Since I am blocked, I do not know what happened to my order, nothing was returned for it, no letters about its current status were received.
    10 months ago
  • Ghosted me

    I preordered a figure from them back in April 2021 because they were the only store to have it still open for preorder(which was strange considering every other site had closed their preorder). I looked at their policy and it says cancellations aren't allowed because they have to order a certain amount of the item and whatnot. Fine. But, the figure was released everywhere else by now in August and they still had that preorders were open on their site? If that was the main issue why preorders couldn't be cancelled, shouldn't you close preorders at some point? Especially when its the month of the figure release date?

    So I emailed them asking about the release date and told them I wasnt happy that I wasnt updated on the figure I already payed for back in April, which should've been out by now. The customer service guy responded and told me that the figure would be coming in August but if I would like to cancel my order that he could do that for me. I responded and told him that I would like to cancel it and then he never responded to me... for over a month. Also, I tried to call the US toll free number during their hours and nobody picks up or they pick up and don't speak english so they instantly hang up on me. I also tried the chat system they have set up on their site and it turns out, the people there also just lie to you. I asked them to cancel my order for me and they never told me that they couldn't do it. In fact they all told me not to worry and that they will take care of it... they did not. They give you empty promises when they themselves have no power over the system.

    In the end, since the original customer service guy ghosted me, I sent in another email to customer service. But this time 3 days later I got an automated email response telling me that my cancellation case has been rejected...after I talked to numerous people who supposedly worked there via previous customer service emails and chat message exchanges. So I responded to that email with this information and it says that my case has been escalated and that my case will be reviewed by an employee and to expect a response within 24 hrs. It is now about 12 days since I got that automated response and no employee has responded to me.

    So, I got tired of trying to deal with this company and made a claim to paypal and escalated it myself. And low and behold, they didnt even respond to the paypal claim so I got my money back. I don't really know what kind of issues this company is dealing with, but I would never want to do business with this company when so many other companies do it way better in the same pandemic.
    11 months ago
  • Bad customer service

    I've recently contacted Otaku Square regarding order procedures and also information on a certain item. Customer Service forwarded my enquiry to a team which can help me. However many days have passed and they still haven't contacted me. I called a second time explaining about my enquiry. As previously they forwarded my message to their team and yet no response. As of today I called for a 3rd time. Hopefully they'll contact me but I'm not really hopefull about it.

    My experience with their customer service is terrible as they act as a proxy between the customer and Otaku Square, so their ability to help you directly is limited to forwarding your messages. Otaku Square's response to enquiries is so far non-existent.
    1 year ago
  • Nekoparas sank into the ocean

    I had an even worse experience with these same Nekopara figures from this store. To begin with they weren't in stock despite being advertised as such here. Then the COVID virus arose so when it was shipped half a year later it was downgraded to sea instead of air mail.

    Disaster struck. My Nekoparas literally sank into the ocean. Somehow the box arrived at my doorstep while I was not home, but it was dripping wet. The thick chipboard figure boxes inside absorbed so much water that one disintegrated and split apart. I don't know if there is damage to the figures but there could be since they may have been submerged in water.

    Customer service thus far has been communicative but they have delayed offering any refund or solution yet. I have given them a couple months to file a shipping damage claim but may end up having to take this matter out of their hands. I am anticipating a full or large refund.
    1 year ago
     
    Hello,

    Thank you for your review.

    Would you be able to send me your order reference through a private message?

    I'd gladly look into what's holding us up for you!

    My apologies for this inconvenience.

    Best regards,

    Otaku Square
  • 15 reviews
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