ZenMarket Reviews 

Order arrived way sooner than expected, customer support replies are consistently helpful, they remind you of the shipping costs a lot which is very much appreciated since that pricing can increase a lot if not paying attention. the only small annoyances are that it is a bit difficult to learn how to use the "zenpoints" and looking for specific merch can be difficult, of which that last one is not really their fault.

if you're looking to buy things in japan, zenmarket is a genuinely good option, and i would buy again

Top service for ordering goods from Japan

I’ve been using the Zenmarket service for quite a while. Although, over time, the service started to go downhill: parcels weren’t packed securely and the weight of the goods was deliberately inflated. But now they’ve raised the commission to as much as 800JPY, and unfortunately the service hasn’t improved—it’s just getting worse and worse...

It’s terrible online shop, I paid tax as big as JPY >40K, as confirmation as free tax for our custom, they didn’t want to give it back or refund.

When ask where did they pay the tax? No answer. No evidence from any Tax institution in regard of tax fee.

It is unrecommended store, find other online shop which trustful and cheap fee.

Fast delivery and well secured package

I am writing to provide final feedback regarding a previous Parcel #7, now that the new parcel #8 has been shipped, and the practical matter is concluded.

I want to make clear that this experience has caused me to lose all confidence in ZenMarket’s customer service. I will state this clearly in bullet points.

1. The original parcel contained 1 pair of shoes and 3 pieces of clothing. It was packed at 40cm × 35cm × 22cm, with shipping costing around 3,500 yen, cardboard box.

2. After repacking, the parcel contained 1 pair of shoes and 7 pieces of clothing. It was packed at 37cm × 30cm × 27cm, with shipping costing 2,976 yen, plastic packaging

3. This means the repacked parcel contained 4 additional pieces of clothing, yet had a slightly smaller total volume AND a lower shipping cost.

That directly supports my original concern that the first packing outcome was unnecessarily big and did not need a cardboard box. It also undermines ZenMarket’s repeated statement that the original packing was "simply appropriate" and thus had no basis to be questioned (as said by one of your customer support agents).

Throughout this exchange, ZenMarket repeatedly avoided the actual customer-experience issue and reduced the matter to whether the warehouse had committed a formal internal error.

That was never the full issue.

The issue is ZenMarket's lack of care and concern as to the customer's predicament and plight. I had previous parcels involving shoes packed in soft/plastic packaging without needing to state a special packing request. Based on that past experience, I did not reasonably expect this parcel to be packed in a large cardboard box unless I had specifically requested otherwise. While it is unfortunate on both sides, the simplest remedy would be to agree mutually that the customer should in future state their requests clearly, and for ZenMarket's side to offer a waiver of the cancelling fee as a gesture of goodwill due to this unforeseen and unfortunate incident.

Instead, ZenMarket’s response was to repeatedly rely on policy, packing discretion, and internal-error classification. No meaningful attempt to recover this rupture was offered. No goodwill remedy was offered. No serious attempt was made to ACKNOWLEDGE the fact that the original packing result was INDEED unexpected, inconsistent with my past experience, and later shown to be less space-efficient than the repacked parcel. This is the core issue.

This no longer was about the parcel, but now about the way ZenMarket treats its supporters.

This was not a malicious, recurring, or exploitative request. I was not trying to 'get a free lunch', or 'cheat the system'. It was a one-time misunderstanding that could have been resolved easily. Instead, ZenMarket chose rigidity and 'being objectively right', over customer relationship.

The final repacked parcel makes this look far worse for ZenMarket. It shows that a more compact and cheaper shipping outcome was possible all along, even with MORE items in the parcel.

Throughout this entire back and forth, it felt from the customer's side like the priority was to avoid responsibility and protect internal process, rather than to understand the customer’s position or preserve customer trust.

I am not blaming individual support agents or the warehouse people personally. I believe that the warehouse has nothing to do with this, and it is not their fault at all. My criticism is directed at ZenMarket’s service approach as a company.

This experience has made clear to me that ZenMarket’s customer service does not prioritise customer trust when doing so would require flexibility beyond internal policy. With zero way of seeking assistance from management that do have proper authority to handle such unique cases, this has left me feeling helpless and hopelessly frustrated.

I sincerely wish the best for the customer service agents, as I want to believe that they are good hearted and warm souled individuals, but are unfortunately jaded and restricted by the limitations of ZenMarket. If this proves to be false, and that ZenMarket does wish to prioritise customer trust and relations, then I worry that there are those on the ground who do not live up to such a spirit and motto.

I had an excellent experience with ZenMarket. The entire process was smooth, fast, and transparent from start to finish.

This was my first time ordering a limited-edition item from Japan, so I was a bit nervous, but everything went perfectly. The item was purchased quickly, communication was clear, and I was kept informed throughout every step of the process. The packaging was outstanding and the item arrived safely in perfect condition.

What impressed me the most was the reliability and professionalism of the service. The website is easy to use, the fees are clearly explained, and there were no surprises along the way.

I would definitely use ZenMarket again and highly recommend it to anyone looking to buy items from Japan safely and efficiently.

Thank you, ZenMarket!

I’m impressive, will shop again! Reasonable charge on the service. And
Very thoughtful team, they did remind me when I made a mistake on a photo instruction. Zen Market team don’t just pack and send. They cross check each item.

Shipment policy is like scam model. Shipment cost are ridiculously high.

Have only purchased from ZenMarket once but I had no issues and am very happy.

It's so slow and cumbersome. I really won't use it a second time. The experience was terrible.

An excellent platform for ordering goods from Japan. I placed an order a week ago and it arrived on time and well packaged. Prompt and efficient customer service. My only suggestion for the site is to make shipping costs more clear before placing an order. Otherwise, it's perfect.

Good and clear instructions on buying process

There was a 3500 yen hidden handling charge added to shipping. I don’t see any explanations about this on their website. Customers want to know such extra fees beforehand. 3500 yen is not a small fee. This seems unethical.

Update:
This fee had been added as a service fee to the invoice. Zen revised it as a part of the shipping fee after I bought it up to their attention. It wasn’t clear to me first of all.

Very frustrating. From placing the order it is difficult to understand if it has been or not. Purchasing it doesn't mean automatically the item is paid. It has to go first on a separate system then get back to the purchase and only then press pay. I never thought that Japanese company is so un-effective. I always thought they are working on an efficient way. From start is slow, not transparent, confusing, heavy. Getting points on zen market doesn't help the customer to navigate the purchasing process easier. Then, it takes time to understand that what it is advertised as time wise it is not realistic. The communication and the written time given is not matching at all. At the time of purchase it is mentioned that the item can reach the destination / delivered with 2 weeks and that the shipping fees are already included in the purchase. I had 1 month from the purchase and the message that my parcel was shipped. If i would have known that was the case, i would have had not ordered it. Why I have used zen? because i thought that dealing with a Japanese company would bring efficiency, transparency, ease of communication....So many things that went wrong. For sure I will not order anything from them.

You are very slow
You are very complicated 😕

Excellent service , used many times. Very safe and professional

First time I used this service to buy doujinshi. The site is really easy to navigate and once you place your order the various step are really clear.
Very fast shipping, packed with care. All items arrived in perfect condition

The transaction was professionally and efficiently completed on a timely basis with no issues. This was my first time using ZenMarket, and using them saved me a trip to Japan to purchase an item that is only available there. The fee for their service is very small, especially considering the travel cost for me to go myself, and the language barrier I'd have to deal with. I am very thankful for this service being available to me.

I recently used ZenMarket for several purchases, and so far I’m very satisfied with the entire buying process. The website is user-friendly, the ordering system is clear and efficient, and the customer support team has been helpful and responsive throughout the process. I also appreciate the detailed updates and transparent communication regarding each order. The experience has been smooth, professional, and easy from start to finish. Looking forward to receiving my packages, and based on my experience so far, I would definitely use ZenMarket again.