Otaku Square Reviews 219

They were hard to reach. Communication was tough when it came to finding out things about my order with them. Had to contact PayPal, which I used to place my order with Otaku Square, who gave me a full refund since PayPal even had a hard time reaching Otaku Square to see what was going on and felt I had waited long enough (Placed order on March 20, 2021 and was still waiting for it until it came on Thursday, May 13, 2021).I did FINALLY get what I ordered from them in excellent condition, but sorry no, I do not think I will do business with them again because it WAS hard to reach them and get a response back regarding my order.

Everything about it was great, but when I received my figure it was broken.

I tried to cancel my order before it was shipped but nobody ever helped me. I called and gave my information and was told someone would call me further. This was at least 2 weeks prior to me getting an email that my order was shipped. And because i am in the U.S. i am unable to refund the item. I regret this purchase.

UPDATE:
I received a call from them, and offered to give a refund for the shipping cost. Unfortunately, my item will be shipped via POSTNL.
I just have to wait and hope that my item will be in pristine condition unlike my previous one.
_______
Placed an order and received the confirmation email on March 08, 2021. I chose that my item will be shipped via DHL EXPRESS. They gave me a due date of delivery by March 22, 2021.

Few days passed from due date, neither any update nor notice of delay was sent to me. So I sent an email to them, luckily no response.

I reached out the live chat, the agent confirmed that my transaction was under process. Another few days, no progress, no update, no notice. So I sent another email. Same thing no response at all.

I went back to live chat. But this time the agent told me that he/she cannot see the current status of my order. The agent even asked me when I received the confirmation email, etc. What do you expect me to think plus the fact that the one I bought is already unavailable in the site.

April 3, I have sent an email. No response.

April 7, I received an email "YOUR ORDER HAS BEEN SHIPPED". Finally! But as I read the entire email, I noticed that the tracking number is not for DHL. Yes, they sent me a tracking number for POSTNL!!

Immediately I sent an email to them to remind them that I chose DHL over PostNL. Obviously the shipping fee is different for these two. And from my experience before using POSTNL, it took so long before it was delivered, with bonus damaged outbox of my item and detached part.

I reached out their live chat, again. And as usual their response is, "they will inform their colleague" and for me to wait for their response. Plus, the agent even thought that the email was fake! Well in fact it was sent by their email address.

Now April 8, I checked the tracking history of my item. It is already IN TRANSIT via POSTNL. Went to live chat, the agent told me, that my issue has been forwarded and they will contact me. Is this a joke, my item is IN TRANSIT already and still awaiting for their response.

I relied only thru email and live chat since I dont have time to sit and call them.

Prior to ordering from Otaku Square I have only ordered from various Japanese stores and got used to reasonable shipping prices, great customer service and excellent packaging.

None of that is here.

1) Shipping prices - I can't believe shipping something from Netherlands costs more than shipping something from Japan.
2) Customer service - Support is slow to respond, order was shipped only AFTER I have contacted them, they were not able to provide me correct tracking number when I asked for it and ended up sending me a screenshot of the whole track&trace page just so I can find this number there myself. They also suggested me to try and search tracking number in the order details on the website, but the tracking number is only displayed in the shipping notification email which arrived a week after.
3) Packaging - awful. Thin cardboard box, small piece of paper as a "padding" which did nothing to prevent figure from moving around a box which was too big for it.

I cannot recommend buying anything from this store.

UPDATE
So the week have passed after our phone conversation and a promise to send my order soon and I still have no update about when my order is going to be shipped.
I didn't ask to ship my order immideately. All I want is to know how much longer I should wait 'coz it should be a birthday present.
I get it is complicated now due to Covid outbreak and I'm ready to wait. But I don't like being ignored and not getting any udpated. Others stores send notices and e-mails saying that they remember about my order and unfortunately shipping is postponed. Here I have nothing.

I have placed an order on 24th of February with shipping date on 10th of March.
On 10th of March the item I've ordered was marked 'In Stock' (and it is still in Stock) but my order hasn't been shipped yet.
I've tried to contact with e-mail - no answer. I've tried to ask via chat form on website - they keep saying they will answer with e-mail. But there is no answer at all.
I've told them I'm okay with waiting for shipment but I want to know how much I should wait. And still no answer.

Got exactly what I ordered, and in very neat condition! I'm happy with the service provided by Otaku Square.

Great figure and earlier than i had expected

Excellent service! I’m glad this is not my only order from Otaku Square. They really know how to focus on the customer. About the product, it was absolutely what I was expecting; no wonder they are a Good Smile Company Partner Shop. Many thanks!

Excellent service, didn't have to worry about paying customs and even let me merge multiple pre-orders so I only paid shipping once.

Everything went great!

Order for an in-stock item was shipped out in a week's time and got to me in a few days. No damage to the box or the figurine I bought - packaging was sufficient, with paper padding and bubble wrap. Figurine I got was legit and not a bootleg. Very reasonable pricing and no additional taxes within the EU. Wish there were more in-stock items, but I found what I was looking for so no issues there. Will purchase again :)

Order got here quickly and in perfect condition

No one seems to be replying to emails at all, I've been sending emails for days now.
I'll have to see if someone replies to me here.
How do I link an order I made as a guest to a newly registered account?

Edit: Thank you for replying. issues resolved :)

Product was authentic. They take pretty long to ship out in-stock items, but it lets you know on the checkout page so you're not left wondering what's going on. The packaging was okay, could be greatly improved with bubble wrap. I didn't have to contact support so idk how good or bad that is. Price was great, best price I could find since the product had already been sold out on most other websites or greatly inflated! Overall satisfied, will be keeping this website in mind as a backup.

They shipped out 10 days after the orders had been made. But their customer service was not very good. I did asked some questions and they ended up not replying at all. Only 1 out of 3 questions are answered. The package did come quite fine, just that the corner of the boxes are crooked.

This is my first purchase from this company. It's been pretty difficult to get answers. Is there any way my order can get shipped out? It's been almost three weeks. I emailed on the 18th, someone said my order would be shipped out on the 19th or the 20th, but it's been three days since then. I sent another email in, but no one has replied. I included an order number.

EDIT: I have received my order. Outside Package was pretty damaged, but I guess the figure boxes were okay. Looked kinda old. So for the real review. In terms of communication, they do reply. I would say the best way is to go through chat or phone call. Email is non-existent. Their invoice system was sorta wonky so I thought I ordered duplicate figures so I emailed to cancel. Even though they reply, it’s difficult for them to cancel an order. They might not even cancel at all actually. I found out later I only paid for two figures but there was three on their invoice. I got it resolved but they took awhile to ship. So please make sure to double check your order. I added two additional stars. At least it isn’t as bad as Nin-Nin Games ticket system. Oh boy. They take forever or don’t reply at all.

I'm very happy with my purchase. Totally recomendable if you like anime figures, specially if you live in Europe.

Very friendly and responsive to questions!

Great service, quick delivery and good communication