Post Reply This isn't a good first impression.
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Posted 4/7/18 , edited 4/7/18
My order was #429548555288. This is my first time ordering from the Crunchyroll store. I placed my order on the 30th of March and the estimated shipping date was March 31st. I understand that's an "estimate" but It is now April 7th and I haven't seen so much as a tracking number. I e-mailed customer service yesterday and they responded, to their credit, very quickly, with the vague assurance that my order would be shipping "soon."

Okay, what's "soon?" Because it's been a week. I don't feel comfortable doing business with a seller that's so cavalier about taking my money and then not delivering, and this is the second time I've been jerked around about this same item (Amazon let me pre-order it and then told me they had an "availability issue," meaning they sold pre-orders for thin air). I checked the delayed items list and the item I ordered isn't on it. I decided to cancel and re-order from a shop rec'd by a friend, only to find that I can't even cancel my order myself. And since it's the weekend it's unlikely anyone will respond.

I probably won't order anything from the Crunchyroll store again after this experience.



Der Zoodirektor
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Posted 4/7/18 , edited 4/7/18

doodlemancy wrote:

My order was #429548555288. This is my first time ordering from the Crunchyroll store. I placed my order on the 30th of March and the estimated shipping date was March 31st. I understand that's an "estimate" but It is now April 7th and I haven't seen so much as a tracking number. I e-mailed customer service yesterday and they responded, to their credit, very quickly, with the vague assurance that my order would be shipping "soon."

Okay, what's "soon?" Because it's been a week. I don't feel comfortable doing business with a seller that's so cavalier about taking my money and then not delivering, and this is the second time I've been jerked around about this same item (Amazon let me pre-order it and then told me they had an "availability issue," meaning they sold pre-orders for thin air). I checked the delayed items list and the item I ordered isn't on it. I decided to cancel and re-order from a shop rec'd by a friend, only to find that I can't even cancel my order myself. And since it's the weekend it's unlikely anyone will respond.

I probably won't order anything from the Crunchyroll store again after this experience.


Your order actually shipped out yesterday. I'll try to find your ticket and send you the tracking number.
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Posted 4/7/18 , edited 4/7/18
I'm glad it shipped, but it's really frustrating that I didn't get a tracking number until I complained, and that it took so much longer than the estimate.
Der Zoodirektor
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Posted 4/7/18 , edited 4/7/18

doodlemancy wrote:

I'm glad it shipped, but it's really frustrating that I didn't get a tracking number until I complained, and that it took so much longer than the estimate.


Tracking numbers are entered by the logistics operator that runs our warehouse. Them pushing the tracking info to our systems is the last step in the chain and sometimes happens a day later. Sorry about that.

As for the delay, we have no control over the trans-Pacific shipping or the processing speeds at the port, customs, or wholesaler. That is why we can only work with estimates, which may at times be off by several weeks (in both directions). It's not uncommon for items to arrive ahead of the estimate either. 6 days behind the estimate is actually fairly accurate still. Again, sorry that it didn't turn up faster.
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Posted 4/7/18 , edited 4/7/18
You can't expect people to just be okay with an estimate that turns out to be wrong by several weeks, that's absurd. Even if it's normal for you, it's completely out of the ordinary in terms of how online stores usually work. This is something that you should be saying up-front, not after someone gets angry. "It's usually way worse than this" isn't a great way to convince me that I shouldn't be mad.

Waiting on my shipping refund.
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Posted 4/7/18 , edited 4/7/18
having to wait far longer than the estimate is a pretty foreign concept to me. in pretty much every amazon purchase, i've always received my products on time. sometimes even earlier. this applies to both amazon US and amazon japan (which delivers surprisingly fast)
then again, i never pre-order anything. the only time i expect shipping to take long is if it's free shipping (and even then, it usually doesn't take that long either)
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Posted 4/7/18 , edited 4/7/18
Agreed and thanks, namealreadytaken. I order from online stores frequently, and I'm perfectly willing to wait a while when people are up-front with me about how long shipping might take. When you order stuff directly from China, "2 to 6 weeks" is a normal estimate, and they say that right on the order page.

But when I'm given a shipping estimate like "March 31st," I expect MAYBE two or three days in either direction. Not weeks; that's weird, and it's weird to expect people not to get angry when you take their money and then leave them in the dark. At the very least, if you're going to do business like that, you should be honest about possible delays and not charge until the item ships. And if you cant fulfill a pre-order then don't promise it in the first place.
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Posted 4/7/18 , edited 4/10/18
I got my shipping refund. I'm not in the habit of saying "thank you" for fixing things that went way more wrong than they should have, but I hope Crunchyroll is more honest with its future customers, but honestly, I won't be back to the store to check.
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Posted 4/9/18 , edited 4/10/18
Same thing here, order #484365705275, the estimated shipping date was March 31st
Contacted customer service twice, request (#634369), #631060. They responded quickly but they have not received the shipment yet and have no idea about when they will receive it. They said they asked eCom team to reach out to the vendor for an update. A week passed and I still didn't receive any updates. I understand delays from the manufacturer or overseas shipping, but it took too long to even get an update of status.
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Posted 4/10/18 , edited 4/11/18
Ugh sorry you're stuck in that boat, cissyscx, the more I've looked around the more it looks like it's a common experience. If I had known in the first place that the process is basically throwing money into the dark and hoping anime-shaped plastic comes back to you at some point, I wouldn't have ordered here. If it hasn't actually shipped yet I recommend cancelling and buying literally anywhere else, because it looks like people frequently get stuck in limbo.

By the way-- my figurine actually WAS delivered yesterday, the day that it was supposed to, which is the first thing that has gone sort of right. I also finally received the automatic email notice that my order had been shipped... the same day the box arrived. [slow clap]

I work in customer service and get yelled at by unreasonable people over nothing all the time; I understand that if you don't have a product you can't sell it. But acting like there's nothing wrong with just not knowing where stuff is and having wildly variable shipping times you don't mention before the customer's card is charged? That's bad customer service. Being off by a couple of days on an estimate is normal. Giving people a one-day estimate that has a good chance of being ridiculously inaccurate is deceptive. They should be doing what Wish and AliExpress do and tell you it could be anywhere between x and y weeks.
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