I ordered a couple Transformers, checking out and paying on their website. Then my order was cancelled. I emailed back to ask about the reliability of the stock levels on their website (maybe for... See more
Company replied
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Review summary
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Reviews shaping this summary
I order my parcel over 10 days ago and I have had no updates whatsoever,I just want to know wether it should be canceled or not and if so how
Company replied
Hello, on April 12th I ordered "Good Smile Company - Nendoroid "KamiKatsu: Working for God in a Godless World" Mitama" to Israel. I checked the link and it only says "Payment accepted", no shipping... See more
Company replied
Hello, I have been waiting for an email confirmation since January 29. Could you please check the status of my order? Thank you. UPD: I haven’t received any response regarding my order —... See more
Company replied
Company details
Written by the company
Japanzon – The best Japanese import site Japanzon is a Tokyo-based company specialized in fast worldwide shipping of 100% authentic Japanese products: video games, trading cards, official figures, Gashapon, arcade accessories, retro collectibles, and more. Our online store features thousands of licensed items available for fans around the world. Every order is carefully packed and shipped directly from Japan by a small, passionate, human team — no dropshipping, no bootlegs, no tricks. We process hundreds of orders every month, and the few negative reviews online represent less than 0.5% of our actual customer base. Unfortunately, happy customers rarely leave reviews, which can lead to a distorted view. Still, our mission remains unchanged: to deliver a true Japanese import experience, with real stock, fair prices, and honest service. Japanzon is your direct gateway to Japan — no middlemen, no shortcuts. Thank you to all our loyal supporters for over 10 years.
Contact info
2-13-9 Kohoku, 123-0872, Tokyo, Japan
- 03-0000-0000
- contact@japanzon.com
- japanzon.com
2.6
Poor
250 reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Replied to 98% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Gave me a tracking number that was…
Gave me a tracking number that was unable to track msg them back but no reply i guess there only fast at replying back if you give them a bad review or good review.
20 June 2025
Unprompted review
Reply from Japanzon
We're sorry that the shipping has not been as fast as expected, especially with EMS. Please rest assured that we're doing everything we can to dispatch your parcel as quickly as possible.
As for the lack of response — your message reached us over the weekend, when our small team was offline. We understand how frustrating this can be, and we apologize for the delay in communication.
We truly hope your order arrives soon and helps improve your overall impression of our service.
Thank you for your feedback — it helps us grow.
— The Japanzon Team
I never received the product or got a…
I never received the product or got a refund. This vendor is not trustworthy.
28 March 2025
Unprompted review
Reply from Japanzon
We’re very sorry to hear about your experience. We sent an email to help resolve your case — it appears that the package was lost by the postal service. We're absolutely willing to assist you, but we need a response to our messages in order to proceed with a solution or compensation.
Please check your inbox (and spam folder, just in case), and feel free to reach out again at contact@japanzon.com. We’re here to help and want to make things right.
My first Mobile Suit Gundam Model
I was searching for my first Mobile Suit Gundam Model Kit Figure and Japanzon had it.
I ordered, they delivered.
Its great to find good stores on the net that covers niches very well.
7 June 2024
Unprompted review
Reply from Japanzon
Thank you so much for your kind words! We're thrilled to have been part of your very first Gunpla purchase — welcome to the world of Mobile Suit Gundam model kits! 🚀
It means a lot to us to be recognized as a trusted store for niche passions, and we hope to see you again soon for your next build. Happy assembling! 🛠️✨
Reply from Japanzon
We’re sorry to hear you never received your order. After checking our records, your package was returned to us due to an unsuccessful delivery attempt. We did not receive any contact from you regarding this, and the tracking—still available—shows that the parcel was waiting to be claimed before being sent back.
It's important to monitor tracking updates and be prepared to retrieve the package if delivery is not successful the first time. Unfortunately, once a returned parcel goes unclaimed for too long, there’s little we can do.
We remain available via contact@japanzon.com if you’d like to review your case further.
Good Prices and Trustworthy
Well priced products, easy to order and trustworthy for international shipping. I ordered a CD soundtrack and it arrived hassle-free. Would recommend.
20 January 2025
Unprompted review
Reply from Japanzon
Thank you so much for your kind words! We're glad to hear that your order went smoothly and that you were happy with the pricing and international shipping. It means a lot to us that you'd recommend Japanzon — we hope to serve you again soon! 🎵📦
RUN AWAY NOW
It’s a one star review because I can’t give zero stars.
What a horrible experience. I ordered something my son really wanted for Christmas ….. way back in September or October. I was charged and there was zero communication. I emailed multiple times - which is hard to do since they seemed to hide their emails - no result. Finally, in February or so…. I was forced to go through PayPal to get my Money back.
I had a very disappointed son and a huge hassle. Shame because they advertise cool things. Too bad they only seem to exist in the pictures.
Avoid.
2 June 2025
Unprompted review
Reply from Japanzon
We’re truly sorry for the terrible experience you had — especially around the holidays and involving a gift for your son. That’s the kind of disappointment no one should go through, and we completely understand your frustration.
At the time, we were facing serious issues with order fulfillment and communication that clearly impacted your experience. That’s not an excuse, but it is something we’ve worked hard to fix: our support channels are now more transparent and responsive, and our shipping process has been overhauled.
We regret that your order didn’t arrive, and we appreciate you taking the time to share your feedback. It’s reviews like yours that have helped push us to make the changes we needed.
One product had serious defect
One product had serious defect. Bey's tip was deformated which can affect the product use outstandingly. Because I waited my goods for 4 months then I'll be ok with that.
2 May 2025
Unprompted review
Reply from Japanzon
We’re very sorry to hear that one of your products arrived with a defect, especially after such a long wait. We understand how frustrating this must be. Please know that we take quality issues seriously and would like to make this right. If you haven’t already, please contact our support team so we can assist you with a solution. Thank you for your patience and feedback—it helps us improve.
Good price
Good price, awesome quality, and fast delivery from Japan to Germany which is awesome😁
1 August 2024
Unprompted review
Reply from Japanzon
Thank you so much for your kind words! We’re thrilled to hear you’re happy with the price, quality, and fast delivery all the way to Germany. We look forward to serving you again soon! 😊
The packaging was very poor
The packaging was very poor. The game came in a cardboard box and arrived with a slight dent. I haven't bought it again.
4 June 2024
Unprompted review
Reply from Japanzon
Thank you for your feedback. We do our best to reuse cardboard packaging to help save the planet, which might sometimes make the packaging seem less conventional. However, we always use plenty of protective materials inside to safeguard your items. Unfortunately, due to the long journey from Japan, slight damage can occasionally occur during transit, and we’re truly sorry for any inconvenience this caused. We appreciate your understanding and hope to improve your experience next time.
Stole a package from me and never give…
Stole a package from me and never give me the refund
Many mails and never helped me .
13 March 2025
Unprompted review
Reply from Japanzon
We’re very sorry to hear about your experience and understand how upsetting this must be. Please know that we never intend to withhold refunds and take such issues seriously. Sometimes delivery problems occur with carriers, and we work hard to resolve them promptly.
If you haven’t already, please contact us directly at contact@japanzon.com with your order details so we can investigate your case thoroughly and find a suitable solution. Thank you for your patience and understanding.
sudden price increase?
I bought a figure, they sent the wrong one. I got a refund and during this time of waiting they increased the price of the original figure?
Update:
Hi there, wasn't trying to say that I didn't get a refund. What I was saying though was how when I ordered the original figure I spent £68, when I went to re order it about 3 weeks later, the total price was £118? That's what I'm confused about, Thank you.
12 May 2025
Unprompted review
Reply from Japanzon
Hello Riley,
Thank you for your feedback, and we’re sorry for the inconvenience regarding your order.
You were refunded promptly after we confirmed the item sent was incorrect.
As for the price, please understand that it may vary over time depending on the product's rarity and age. This is not something we can control directly, as it often reflects market availability or changes from our suppliers.
If you’re still interested in the original figure, feel free to reach out — we’ll be happy to help.
Best regards,
Japanzon Customer Service
Ordered a figure payment went through…
Ordered a figure payment went through and had to wait 3 days until they told me no, your item is no longer available, thanks to that the other options i had to buy that figure were gone and any other place where i can buy currently they have it in no under 100 usd or more so thanks for making me lose money and time
16 December 2024
Unprompted review
Reply from Japanzon
We sincerely apologize for the inconvenience caused. Due to the holiday season, we are experiencing a high volume of orders across multiple platforms and physical stores. Unfortunately, this can sometimes lead to products being sold out faster than anticipated.
We completely understand your frustration and regret that this affected your purchase. Please rest assured that we have fully refunded your order.
Thank you for your understanding, and we wish you a wonderful holiday season filled with joy and happiness.
Ignored for multiple weeks
Bad, incompetent customer service that took weeks/months to get back to me. After reaching out to them on social media, they finally found the time to respond. They claim I misrepresented the facts when they themselves also misrepresented the facts. They say my inaction lasted over a year, but in fact, I contacted them before the year mark. It was still late, but not over a year late; they let it go for over a year. Additionally, they closed my account during that time.
There are three phone numbers on the website, one in a banner, one at the top of the site, and one at the bottom. One didn’t even work, and the other two went unanswered during their working hours.
I intended to order as a guest, but I filled in my details carelessly and ended up with a full account. They should send a confirmation email after registration; this would have made things much clearer for me.
The search function is also poor. I remember searching for potential Figma figures and found nothing, but when browsing through the categories, I did find a few.
25 November 2024
Unprompted review
My honest First experience
This is the first time I have purchased from this site, attracted by the presence of some "rare " items at fair prices.
I ordered 3 figures, paid with Paypal and was sent confirmation of my order.
The next day I get an email saying that a refund will be issued because all the items I selected were no longer in stock.
I think that alone is enough to make the experience negative. It is part of running an online store that only items that are actually available are "buyable“.
Now another strange thing that happened is that tonight, Igot a notification that someone was trying to access my Paypal account.
Maybe it's just a coincidence but I hadn't paid with Paypal in weeks and this incident happened 24 hours after I placed my order.
In conclusion given
This experience I don't think I will buy nor recommend this site.
I am glad if others have had more positive experiences
19 November 2024
Unprompted review
Reply from Japanzon
Dear Linda Gabba ,
Thank you for your feedback. We deeply regret that your experience with us did not meet your expectations.
Regarding the Out-of-Stock Items:
At Japanzon, we strive to maintain an accurate inventory for our online store. However, as we also operate a physical store, there are rare instances where an item may be sold in-store before our system updates the online stock availability. We understand how frustrating this can be, and we apologize for the inconvenience caused.
The most important thing is that your payment has been fully refunded, and the funds should already be back in your account.
Regarding the PayPal Notification:
We take your concerns very seriously. However, we do not have access to your PayPal account or its security settings. For your safety, we recommend reaching out directly to PayPal's support team to investigate any unusual activity on your account.
Commitment to Improvement:
Your feedback helps us improve. We are implementing measures to better synchronize our in-store and online inventory to prevent such occurrences in the future.
We sincerely apologize for this experience and appreciate your understanding. If you have any additional questions or concerns, please don’t hesitate to contact us.
Kind regards,
Large variety of products from Japan…
Large variety of products from Japan pop culture, responsive team (ça répond même en français), exporting worldwide, professionnalism on point, been shopping with Japanzon Co for years and they never disappoint, give em a shot and you wont regret it=)
16 May 2024
Unprompted review
Reply from Japanzon
Thank you for your positive feedback!
We're thrilled to hear that you’ve had such great experiences with Japanzon over the years! We pride ourselves on offering a wide variety of products from Japanese pop culture, from trading cards to figures, and always aim to provide professional, responsive service. We’re especially glad you appreciate our communication in multiple languages, including French. 😊
Looking forward to continuing to serve you with the same level of commitment, and thanks again for recommending us!
Feel free to reach out anytime! 🌟
Sold me an opened trial deck despite advertising it as New
I ordered a fairly rare Weiss Schwarz Hololive Gen 0 Trial Deck.
The shipping took a really long time that I actually thought that I was scammed.
Imagine my surprise when I finally received the Trial Deck only to find it Opened, as in the package's seal is obviously tampered with and the plastic holding the cards in place is missing. No good standing shop I know would sell an open Trial Deck for the amount I paid.
I should have just bought it from ebay despite it being slightly more expensive.
Anyway, in summary, if you are buying trial deck from Japanzon.com, you might be getting an opened trial deck instead.
17 June 2024
Unprompted review
Reply from Japanzon
Hello,
Thank you for taking the time to share your experience. We sincerely apologize for the issues you encountered.
After reviewing the tracking details of your package, it appears that it underwent a customs inspection, which may explain the condition in which you received it. We understand how frustrating this can be.
Regarding the delivery delay, we apologize. Due to an exceptionally high volume of orders and a temporary shortage of staff, some processing and shipping times have been longer than usual. We are doing everything we can to improve our responsiveness and customer satisfaction.
Finally, we want to assure you that negative reviews represent less than 1% of our activity. We are committed to providing quality service to each of our customers and resolving any issues when they arise.
We hope you will give us another chance to serve you in the future.
Best regards,
The Japanzon.com Team
Paid 90 euro for two Switch games
Paid 90 euro for two Switch games. No tracking received after they shipt after 7 days. After asking, I received a fake track and trace number. Complaint by email and placed on the website is simply ignored by
Japanzon. receive money back. account blocked without telling me beforehand.
If they had just given me a working tracking number this problem would never have arisen. you only get a response if you post something on trustpilot. Because customer contact is not important to them!
9 April 2024
Unprompted review
Reply from Japanzon
We apologize for the inconvenience you've experienced. Due to a request for non-payment from your bank, the shipment was halted and returned to our warehouses. Please note that your customer account has been closed in accordance with our policies as part of our security measures against fraudulent activities. We apologize for any inconvenience and remain available for any further questions.
We would like to address your concerns. Please note that Trustpilot reviews represent less than 0.05% of our total orders. While we strive for excellence, we understand your frustration. The majority of our customers are satisfied with our services. However, due to the high volume of orders, we may experience delays in responding to emails
Purchase refunded several days later…
Purchase refunded several days later without any notification.. meh
27 March 2024
Reply from Japanzon
Cher Robin Godefroid 1348 Louvain-la-Neuve
Belgique,
Nous vous présentons nos excuses pour toute gêne occasionnée par cette situation. Malheureusement, nous avons rencontré une rupture de stock imprévue concernant le produit que vous avez commandé. Nous avons mis tout en œuvre pour trouver une solution alternative, mais malheureusement, cela a pris plus de temps que prévu et nous n'avons pas pu trouver le produit en question.
Nous avons donc pris la décision de procéder au remboursement intégral de votre commande, ce qui a été effectué immédiatement dès que la rupture de stock a été confirmée. Nous tenons également à préciser que nous vous avons informé de cette situation via notre service clientèle, afin de vous tenir informé de l'avancement de votre commande.
Nous vous remercions de votre compréhension et nous espérons avoir l'opportunité de vous servir à nouveau dans le futur.
Cordialement,
I’m really happy with their service
I’m really happy with their service! They are the best!
18 March 2024
Unprompted review
Reply from Japanzon
Hi Daisy,
Thank you so much for your kind words and support! We're thrilled to hear that you're really happy with our service and that you consider us the best. Your satisfaction is our top priority, and we're committed to providing you with the highest level of service possible.
If you ever need anything else or have any questions, please don't hesitate to reach out. We're always here to help!
Best regards,
Super service et qualitee merci beaucoup
5 March 2024
Unprompted review
Reply from Japanzon
Je suis très heureux que vous ayez apprécié le service et la qualité fournis ! Si vous avez besoin de quoi que ce soit d'autre à l'avenir, n'hésitez pas à me le faire savoir. Merci beaucoup pour votre retour positif !
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