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Figure Site and Shop Forum[Web Shop] Nippon-Yasan #2

  • Kam
    KamRegular Boarder • lv19
    Offline188 replies
    #1801
    10 days ago
    Got 3 orders left with them, definitely gonna mention to put some better handwriting on there when changing shipping method then.
  • lorycia
    loryciaRegular Boarder • lv7
    Offline84 replies
    #1802
    10 days ago
    Alex_Yagami10 days ago#92612383View spoilerHide spoilerHello guys. I only recently discovered this forum and it took me a while to go through 90 pages of it but I think I'm up to date now. Here is my side of the story (sorry for the wall of text in advance).
    I've been a customer of NY for about 7-8 years with 30+ successful orders. Only had a few minor issues throughout the years with either the website glitching (and getting stuck unable to checkout) or the shipping getting miscalculated so was asked to pay extra (but it was reasonable) so overall I had no complaints. The few times I had to contact customer support, they were responsive (before 2020).
    Unlike many others I still had no problems with them in 2019. First of all I gotta say that I'm located in Canada so I've never used TL and pretty much always used SAL so I avoided the problems that people had with shipping to Europe around the end of 2019-beginning of 2020. All my orders still shipped without a single problem in Dec 2019. I also didn't have that many orders with NY in 2020. There was one order that got shipped in Feb 2020 within days of release so it looked like it was business as usual. =) After that I only had six preorders with them for the second half of 2020 so I didn't hear back from NY until then. I paid for all of my orders as usual upon receiving the payment requests and didn't monitor my orders because I expected everything to ship out as usual (maybe with some slowdowns because of the pandemic) and wasn't aware of any real problems with their service until Dec 2020/Jan 2021.
    Starting around July 2020 I started getting messages from NY for my orders basically saying "We cannot send by SAL to your country due to the restriction of Japan post. If you wish to change the shipping method, please send us a ticket". That was understandable and I was fine with waiting. Since they didn't force me to change the shipping method I thought they were being customer friendly by offering the option to change it if I want to, but if not, then storing the items until the original shipping method became available again. So I left my orders as-is hoping that SAL would come back soon.
    Around mid-Dec 2020 I decided to check up on my orders, especially on Nanachi (ITEM #675995) because I haven't received any updates about her for a long time. I knew that she got delayed a whole bunch of times to mid-2020 and I figured that she got delayed again because of COVID19 but that I probably missed the notice. Then I checked the MFC item page and saw that a bunch of people have already received her so that caught me by surprise and I created a ticket to get an update about my order. At that time I had no reason to be worried because of the long great track record with NY (in my experience over many years). After a couple of weeks of getting no response I started getting concerned because it has never taken them that long to reply. I thought they might be operating slower because of the pandemic but still it was strange. I talked to the live chat a bunch of times and even thought they were no help getting any updates, I got them to send a "follow up request for it" but nothing ever came of it. Eventually the ticket got closed without a single reply. I reopened it asking for a reply but I have received no responses up to this day (Feb 21, 2021).
    During the first week of January I received a message from NY about a different order (Spider-Gwen Nendo: ITEM #909112) saying "Now we can no longer keep your order in our warehouse. Without a response from you BEFORE Thursday 14th of January 2021, your order will be sent by FERRY. If you want another shipping method send us a message early enough so we can make the change.". I decided to just go with Ferry so on 2021-01-14 they actually marked her as shipped and supplied a tracking number.
    After getting that message for just one order (and still in the middle of trying to get any news about Nanachi) I started getting suspicious. Why would they only force that one particular order to be sent via Ferry? Something doesn't add up. What about my other orders? This was one of the smaller orders with just a single item in it but I also had a few other single-item orders. But this still gave me some hope that my orders might actually be able to get shipped soon. I created a bunch of tickets for other orders asking about shipping options and whether they can just change them to Ferry as well.
    After days of no replies and multiple live chat sessions (promising that they sent follow up requests) I still received zero responses. So I started looking around for other ways to reach NY and that's when I found their Facebook page and saw a bunch of the horror stories about NY service and customer support, as well as other people complaining on the FB page about similar lack of communication so I created more tickets. Throughout the last two months I have tried creating support tickets under different ticket categories, times of day, and titles but so far I haven't been able to find the right permutation to get a single response back.
    Here is a summary of my current order statuses with NY:
    3 orders are stuck in "Pre-order - Payment OK" even though all items have been released (including ITEM #675995 and ITEM #836543)
    2 orders are stuck in "Preparation in progress". One since "2020-09-04" and the other since "2020-12-30".
    1 order (ITEM #909112) got shipped in January so hopefully that's not a lie and it's actually on its way to me.
    I've read that some people had success with raising tickets to live chat during NY's open hours and eventually getting a response but no luck for me; the past two months have been a real struggle to just get NY to change the shipping method for any order. I've spent many hours with live chat and I'm trying to create new tickets every week and checking all my old tickets but now this feels like a part time job LOL. I have tried emailing their various emails recently as some people suggested so will see if anything comes back.
    Here are some things I learned from my Live Chat sessions:
    - They said there is only "one person attending to the tickets" (apparently a she) but I don't know whether that is true because nobody has ever replied to me. Might as well be no people
    - They don't have access to your account details other than being able to look up the status name of the order number you give them (which you can already do by checking your order history btw). They can't even see which support tickets you have previously opened or their statuses.
    - You can only reach higher ups via tickets. The support team can be reached through ticketing system only. The shipment team can only be reached via creating a ticket.
    - They said that they "currently don't offer phone support and no public email is available". Even though ironically the NY site says "For very Important Emergency Issues please call us!" on the ticket creation page
    - They can submit a follow-up request (which they say is of the highest priority you can possibly have) to the "core team as well [their] L2 Supports and managers" but this is only internal and they can not CC the customer (so there is no proof)
    - They have a manager named Nakamura and if you would like to speak to him, you must create a ticket. (I have done this too without any results)
    - The Live Chat agents are actually a third party from tawk.to which is a JS widget embedded into the NY site. If you choose to "Pop out widget" you will see the url as "tawk.to/chat/..." and you can see the same chat widget on the tawk site with a different theme. According to at least one Tawk agent, "all means of communication to reach out to [NY] has been exerted" so seems like they are being ignored by NY as well and are getting tired of it too. Also the tawk.to site boldly states how the widget is free and the Chat Agents cost only $1 an hour which makes me wonder how much they get paid after the employee gets their cut. The site literally states "tawk.to is truly 100% free and then just $1/hr if you need professionally trained, native speaking chat agents to help you answer your chats". That would explain the low quality of the customer service, why the chat agents know almost nothing about our accounts/orders and are just copy-pasting answers. They were probably just given a script and a link to the NY FAQ lol. My experience so far is that these chat agents are all tawk, no wawk ;) and NY themselves are not even at talk level anymore :P
    At least three of my orders are way past PayPal protection since they were preorders (poor Nanachi was paid for back in 2019 lol) so at the end of the day it looks like trying to get my orders shipped via ferry is the only option for me if I ever want to see them, but even that seems like a high goal at the moment. I can not trust NY with my orders any longer. Will keep you posted of any updates.
    TL;DR: long time customer; had no problems with NY until 2020; one order shipped in January 2021; 5 paid orders still held hostage; absolutely no communication from NY support
    Interesting read, fellow sufferer. It corresponds to my experience with them. Furthermore it explains why the live chat is so useless and why you often get different or mixed up answers. In the end they know even less than us. Crazy.

    Marine was written in a few but not helpful copy paste answers i got in my tickets. If it is truly only her working on thousands of tickets they must get daily... WOW. I feel a bit sad for that poor person. Totally understaffed.

    I'm not surprised they don't offer phone support. If i were them i also wouldn't want angry customers on the phone 24/7, so i kinda understand that.
    Also, you can't take their written word on the site serious. I mean in the FAQ they still have TL shipping explained in Detail and it is listed in their delivery information aswell. The only things on their website up to date are the new products section and their facebook header!
  • badbob001
    badbob001Regular Boarder • lv4
    Offline4 replies
    #1803
    10 days ago
    Just found this thread and damn... I just recently made a few "in-stock" orders of nendoroids from them with UPS shipping and paid with paypal. Now I'm afraid they will just go dormant with my money for years, cancel my orders but trap me wit store credit, or ship me a bootleg version. If the paypal refund limit is 180 days, how many days should I give NY before I hit the paypal abort button? Have they even shipped anything to customers in recent months? If not, then might as well abort as soon as possible?
  • lorycia
    loryciaRegular Boarder • lv7
    Offline84 replies
    #1804
    9 days ago
    badbob00110 days ago#92614358Just found this thread and damn... I just recently made a few "in-stock" orders of nendoroids from them with UPS shipping and paid with paypal. Now I'm afraid they will just go dormant with my money for years, cancel my orders but trap me wit store credit, or ship me a bootleg version. If the paypal refund limit is 180 days, how many days should I give NY before I hit the paypal abort button? Have they even shipped anything to customers in recent months? If not, then might as well abort as soon as possible?Yes they still do ship, two orders are on the ferry since january this year for me. But it seems like it is totally random how and when they process an order.
    If you don't want to gamble, i wouldn't wait.
  • charlotte-chan
    charlotte-chanRegular Boarder • lv13
    Offline11 replies
    #1805
    9 days ago • Updated 9 days ago
    Alex_Yagami10 days ago#92612383
    At least three of my orders are way past PayPal protection since they were preorders (poor Nanachi was paid for back in 2019 lol) so at the end of the day it looks like trying to get my orders shipped via ferry is the only option for me if I ever want to see them, but even that seems like a high goal at the moment. I can not trust NY with my orders any longer. Will keep you posted of any updates.
    TL;DR: long time customer; had no problems with NY until 2020; one order shipped in January 2021; 5 paid orders still held hostage; absolutely no communication from NY support


    If you haven't heard back from them about that Nanachi then I'm sorry to tell you that they no longer have it.

    I pre-ordered it too and never received a notice about changing the shipping to SAL so I assumed it was still delayed. After I realised it was released I send an email in October last year asking to change the shipping to Airmail, along with a bunch of other pre-orders. Then they told me they no longer have that Nanachi and gave me store credit. Pretty awful imho.


    Other than that I'm now waiting for my Bungou Stray Dogs nendoroids from 2020 to be shipped out. I paid extra to change the shipping in October last year but they still haven't shipped them out or replied to any of my tickets.

    Wondering if it's worth putting in a claim with my bank for them and the store credit, as clearly I'm not getting those nendoroids or able to spend my store credit anymore.

    This whole situation is ridiculous, if they at least put a message out saying they are struggling I'd be able to hold on with some hope. After using them for several years, I'm so done with them.
  • Kuromii
    KuromiiRegular Boarder • lv18
    Offline613 replies
    #1806
    9 days ago
    charlotte-chan9 days ago#92665166If you haven't heard back from them about that Nanachi then I'm sorry to tell you that they no longer have it.
    I pre-ordered it too and never received a notice about changing the shipping to SAL so I assumed it was still delayed. After I realised it was released I send an email in October last year asking to change the shipping to Airmail, along with a bunch of other pre-orders. Then they told me they no longer have that Nanachi and gave me store credit. Pretty awful imho.
    Other than that I'm now waiting for my Bungou Stray Dogs nendoroids from 2020 to be shipped out. I paid extra to change the shipping in October last year but they still haven't shipped them out or replied to any of my tickets.
    Wondering if it's worth putting in a claim with my bank for them and the store credit, as clearly I'm not getting those nendoroids or able to spend my store credit anymore.
    This whole situation is ridiculous, if they at least put a message out saying they are struggling I'd be able to hold on with some hope. After using them for several years, I'm so done with them.

    They did the same thing to my husband with his Nanachi order. Absolutely shocking behavior on their part.

    I've been waiting for my order to ship since November. I informed them 3 weeks ago that if they didn't respond to me within a week/10 days, I would do a chargeback with my bank. They ignored me, so I proceeded.

    Saturday just past - the day after my bank Barclays began to take action - they emailed me to say my order will ship this week lmao. If they really do ship it, I'll ask Barclays to stop their intervention. Until I get that tracking number, I won't stop the chargeback process.

    Basically, you absolutely should do a chargeback. Its a simple process with Barclays, so I'd imagine the same would be the case for other banks.
  • Guy9394
    Guy9394Regular Boarder • lv17
    Offline7 replies
    #1807
    9 days ago
    I'm at the point where I should treat my orders as total loss.

    It was an item prepaid on 2019, sold out in April 2020, no more ticket responses since Nov. Paypal claim denied due to over 180 days.

    As much as I sympathize with the customer service dealing with these issues, I would not recommend friends to place orders with them to avoid the pain I went through.
  • CSpaz
    CSpazRegular Boarder • lv17
    Offline150 replies
    #1808
    9 days ago
    Kuromii9 days ago#92679277
    Saturday just past - the day after my bank Barclays began to take action - they emailed me to say my order will ship this week lmao. If they really do ship it, I'll ask Barclays to stop their intervention. Until I get that tracking number, I won't stop the chargeback process.


    Crazy! They tried the exact same thing with me. I have been creating tickets for weeks without a response, then once I opened a Paypal claim I got an email from NY within a few hours. It said that they are experiencing a large volume of orders, and mine will be shipped until the end of the week.

    That was... last week and still no shipment notification ;)
  • charlotte-chan
    charlotte-chanRegular Boarder • lv13
    Offline11 replies
    #1809
    9 days ago
    Kuromii9 days ago#92679277They did the same thing to my husband with his Nanachi order. Absolutely shocking behavior on their part.
    I've been waiting for my order to ship since November. I informed them 3 weeks ago that if they didn't respond to me within a week/10 days, I would do a chargeback with my bank. They ignored me, so I proceeded.
    Saturday just past - the day after my bank Barclays began to take action - they emailed me to say my order will ship this week lmao. If they really do ship it, I'll ask Barclays to stop their intervention. Until I get that tracking number, I won't stop the chargeback process.
    Basically, you absolutely should do a chargeback. Its a simple process with Barclays, so I'd imagine the same would be the case for other banks.


    Thanks for your reply, I put in a chargeback with HSBC today, so hopefully I'll hear something from either Nippon-Yasan or my bank soon. As you said though, will need a tracking number before telling the bank to stand down!
  • badbob001
    badbob001Regular Boarder • lv4
    Offline4 replies
    #1810
    9 days ago • Updated 9 days ago
    Is there any mention on the NY site with estimates on how long they take to process an "in-stock" order? I see estimates on how long it takes to arrive after shipment, but I can't find the time estimate between ordering and shipping. Without this info, couldn't a store in theory just take as long as they like to process the order? What is a reasonable amount of time to expect a store to process an order before we assume they have run off with our money?
  • Dartyzor
    DartyzorRegular Boarder • lv10
    Offline16 replies
    #1811
    8 days ago
    badbob0019 days ago#92680734Is there any mention on the NY site with estimates on how long they take to process an "in-stock" order? I see estimates on how long it takes to arrive after shipment, but I can't find the time estimate between ordering and shipping. Without this info, couldn't a store in theory just take as long as they like to process the order? What is a reasonable amount of time to expect a store to process an order before we assume they have run off with our money?
    If they have it in stock for real, they create label very next day (if business) and ship within a week. To prevent chargeback. Now if they don't that means they are doing what they always do, hope that they can find it in a store for cheaper than what you paid so they can order and ship to you. Or just push you around and ignore you until paypal protection runs out and they keep your money.
  • RavenWolf1
    RavenWolf1Regular Boarder • lv14
    Offline32 replies
    #1812
    8 days ago
    Archiwheel10 days ago#92613197Did you check your store credit? I was also waiting for money back on my credit card/paypal untill I saw that it was on my store credit

    I checked and yes. It store credits which they gave me. Send ticked about it that but I don't think I see that money from them. Month is almost over and then I'm going to contact Paypal and Bank.
  • crosswithyou
    crosswithyouRegular Boarder • lv14
    Offline57 replies
    #1813
    8 days ago
    I've been lurking for a while now and wow, so many horror stories about Nippon-Yasan! I've never used them and definitely never will. With them holding onto so many people's money and refunding in store credit that the customer might not even be able to use because in-stock items might not actually be in stock, etc, you have to wonder how many thousands of dollars they've basically scammed their customers out of. I'm honestly surprised they are still in business because their tactics are really shady.
  • G-Volt
    G-VoltRegular Boarder • lv1
    Offline6 replies
    #1814
    7 days ago
    Still not had any word on my order for the SH figuarts Jiren, Chi Chi, Vegito, Piccolo and Kid Gohan but my order for Recoome is currently in preparation.

    Maybe it's due to the Ginyu force being less popular that they are easier for N-Y to get hold of as they sent my Jiece figure last month?

    Either way I'll give them 1 month to see if they ship Raditz next month as he is my final pre-order with N-Y. Then I'm going to do the charge back from the bank for the others since the PayPal period long expired.
  • Jenthehen
    JenthehenOtaku at LawRegular Boarder • lv26
    Offline137 replies
    #1815
    7 days ago
    This is such a bummer b/c for awhile NY was pretty reliable and a decent option for exclusive figures ... ah well.
  • TeTe
    TeTeRegular Boarder • lv14
    Offline295 replies
    #1816
    7 days ago
    Is it ok for them to ask for payment for an item that is delayed to summer? They said if I don’t pay now they will cancel my order. And they even said they have the item in stock but on the official site it is clearly delayed until May
  • Lina
    LinaRegular Boarder • lv13
    Offline663 replies
    #1817
    7 days ago
    TeTe7 days ago#92812186Is it ok for them to ask for payment for an item that is delayed to summer? They said if I don’t pay now they will cancel my order. And they even said they have the item in stock but on the official site it is clearly delayed until May

    In my opinion, based on watching this thread and the previous one for over a year now, I wouldn't trust them. I wouldn't give them any money and search elsewhere for the figure. It's absolutely not worth the hassle and headaches. It sounds super shady that they apparently have an item in stock yet is delayed. Especially if the official site says it's been delayed.

    If I recall correctly (I'm not going to search through hundreds of responses in these threads to verify) they'll ask for payments knowing that a figure is delayed or potentially delayed or don't have a release date.
  • TeTe
    TeTeRegular Boarder • lv14
    Offline295 replies
    #1818
    7 days ago
    Lina7 days ago#92812200In my opinion, based on watching this thread and the previous one for over a year now, I wouldn't trust them. I wouldn't give them any money and search elsewhere for the figure. It's absolutely not worth the hassle and headaches. It sounds super shady that they apparently have an item in stock yet is delayed. Especially if the official site says it's been delayed.
    If I recall correctly (I'm not going to search through hundreds of responses in these threads to verify) they'll ask for payments knowing that a figure is delayed or potentially delayed or don't have a release date.


    Thanks for the advice. It is heartbreaking knowing I probably won’t find that figure anywhere else at this time, but I have to give it up so I don’t take this kind of risk.
  • Lina
    LinaRegular Boarder • lv13
    Offline663 replies
    #1819
    7 days ago
    TeTe7 days ago#92812208Thanks for the advice. It is heartbreaking knowing I probably won’t find that figure anywhere else at this time, but I have to give it up so I don’t take this kind of risk.

    I can only imagine how you and many others feel. I would hate for you (and others as well) to potentially have to go through the hassle of trying to get the figure shipped or your money back. It sounds like an absolute nightmare. You can always try to do a paypal chargeback if they don't fulfill your order, but I don't think it's worth the risk. I truly hope you do get your figure one way or another!
  • RavenWolf1
    RavenWolf1Regular Boarder • lv14
    Offline32 replies
    #1820
    7 days ago
    "Funny thing" is. They refunded to store credits one of my order which I payed in summer. I had ticket demanding that they ship that order or refund to my Paypal account. They closed that ticked while they marked order refunded.

    I have other item which has Buyer's protection in effect for Mar 10. NY send me message that they will refund it because they couldn't ship it. That order has been in Awaiting refund status for over week now and they are clearly stalling for that deadline.

    I think I have enough now and I'm going to report my two orders to Paypal. Let's see do NY close my account after that. I don't really care if they close it but they sure have to return my money for other items.
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