Reviews Big in Japan

to all my letters they said that the mail was to blame and they were just waiting, and did not want to do anything. too much time has passed and as a result I lost money, and they earned it. They have such good support when they cannot solve a simple problem.

I have been making orders since 2011, not very many order 20-30. Disappointed.

I don't know what happened. I have been a long time customer with Big in Japan. I don't know what happened in the last year, but its been impossible to get a hold of anyone through customer service. Logged into my account the a few weeks ago to notice 11 of my pre orders have been CANCELLED with NO explanation. Tried emailing customer service, over 2 weeks ago, still no response. These were figures I had pre ordered well over a year to even two years ago. Most of the ones that were cancelled were GoodSmile items, all my Genshin figures and a few prize figures. I have never missed payment, never had any issues. Even with the pandemic, I still made sure I paid on time. I am extremely disappointed in the route that Big in Japan has gone, and will be doing business else where.

the positives; I eventually got my item and they are shipped really fast

the negatives; big in japan has no problem asking for more shipping fees if they estimate wrong, fine, this seems fair, however i paid my order for airmail and since only sal and dhl was available we went with surface mail but that was cheaper than what was estimated, so i asked if the difference could be refunded. They gave it to me in store points, but said it would only be usable on new orders. I have a lot of orders with them and asked why it couldn't just be applied to one of the unpaid current orders, they said it wasn't possible. I didn't want to have to place a new order just to get my money back and said so, so they refunded me the difference in cash but they were very unhappy about this and made me feel like a garbage human for even asking. I feel like the dirt on their shoe even though i have placed lots of orders with them and always paid promptly.

One of my figures came missing an important part so i asked to return it. they allowed it and gave me a refund but not for the shipping to get to me in the first place and not for the shipping to get back to them...I feel this is a bit unfair since its not my fault they sent me a dodgy product but due to the above i already think it was a miracle i got a refund in actual money so not going to ask for any more. but yeah, kinda sucks.

they have a 80% ish no cancel order policy

I've been a BiJ customer for several years, never had any problems until I DID HAVE a problem with customs. Figure got shipped back, BiJ received it. I tried to argue with them that I knew that they usually don't do refunds but I wasn't at fault here. End of story: I needed to contact PayPal to get my money back, BiJ blocked my account and I lost hundreds of dollars for other preorders since they were paid way back in time. That's not how you treat long time customers! They're nothing but thieves.

Edit: BiJ hasn't shipped out the figures I paid before my account got blocked. I lost much money and the figures. They should be avoided at all costs.

I have really given many possibilities to this service but above all to these people, but now it seems right to tell my recent experience with them.

I always paid in advance, and they always shipped everything to me quickly (which is why I always choose to buy from them)
But The service has really gone downhill.
The customer service has no regard, just half a thing and they close your account (even if you have a lot of things already paid for that still have to be sent) short answers and without any criterious.
The damage came especially with this situation born in October 2021 on the absence of cheap and fast options to ship (being Italian I can only use DHL and Surface at the moment)
Some time ago, before all this, I had pre-ordered and paid for a not cheap figure (that of Inuyasha from Hobby Max) and unfortunately this figure has been postponed many times (almost a year and a half) which is why my customer protection had expired on Paypal. The figure is released just a month after the hustle and bustle about shipping, and they send me the request for almost 200€ SHIPPING ONLY to ship it with DHL (I had already paid 150€ just for the figure, the shipping exceeded the cost of the figure) so since it hadn't been sent yet, I asked them to kindly send me the money back because the other option (Surface) didn't make me calm and I was afraid it might be lost. Guess what they did? They didn't give a damn, didn't answer me and decided for me to ship with Surface against my will (as the shipping paid previously when Airmail was available covered the costs of the Surface). They went against my will by sending the figure and deciding for me despite explaining the situation to them (which was not my fault as it was a global problem)

3 months later, guess what? The figure of Inuyasha has been lost, nothing is known and obviously to be repaid without even talking about it.
Reason why I asked on paypal for the reimbursement of another expensive amount that I had always bought before this situation (and on which fortunately there was still the protection of the customer) to avoid the same situation as Inuyasha.
And what did they do? He gave me back the money for this second figure not yet released (thanks to paypal, otherwise I would have dreamed of them) but they blocked my account where I still have an order already paid and which must go out shortly (and being a nendoroid I can also pay the DHL compared to a figure of scale the shipment doesn't cost too much and it is feasible)

I find it absurd the way they do it, when you pay if there is a problem they don't care in the least and it doesn't exist. Money does not come from heaven, I have to sweat a lot, and these people do not exist, I pay for a service and it is right that as a customer who has always paid them by allowing them to go on with their business, I should be treated with respect and that just take my money and leave me to my problems, or even close my account with orders still active and already paid.
Seriously, think again your way because it's not okay.

(I apologize in advance for my English but I think for better or for worse the message is clear enough)