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Post Reply Crunchyroll Pre-Order Success
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Posted 6/11/13
I recently Pre-ordered several items from the Crunchyroll store because of the trust and appreciation I have for the site. I visited the store again today to possibly order another item when I happened to notice many bad reviews and complaints from customers who have not received their items and have not been given much support. Was I wrong to Pre-order or has the store been mostly successful in getting items out to customers? If getting the items seems unlikely, could I get a refund?

My particular order was for the Asuna figma from SAO along with a blind bag vocaloid. If I get good support and have a positive experience (which thus far I always have had from Crunchyroll) I will also order Nendoroid Miku 2.0.
Thank you!
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Bjaker 
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Posted 6/11/13


Howdy!

So, as you know the Store is pretty new.

We're still working out the kinks in our system surrounding Pre-orders.

Something we have working against us is that we have figures shipped to our warehouse in Los Angeles in order to fulfill purchases. We do not have the products sent directly to users from Japan.

This is one way in which we're able to help lower the end cost for our customers.

What this can ultimately mean is a slightly longer delay in fulfilling pre-orders because we have to wait for products to arrive in our LA Warehouse before we're able to fulfill an order.

To help remedy this we've started putting out our expected fulfill dates a few months after initial street launch to help alot for the time it takes for us to receive product.

That said, with our first round of figures that we should have been getting in May / early June as published by producer, we're running late!

It's not that we don't have the product to fulfill these orders, we just haven't gotten it to our warehouse yet. We're expecting a freight shipment of several of these figures in the next few weeks.

SO - things that we're taking away from this.

We need to make a better way to alert users of any delays with pre-orders. This may be a calendar in the store that has updates / information as we receive it from the vendors we're working with, or it may mean emails to people who have purchased it.

To help alleviate any issues we're now posting a date further out than what our vendors are quoting us.


Please let me know if you have any other questions!

Best,
-Baker
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Posted 6/11/13
Thank you for your very thorough and prompt response. This is the reason I trust Crunchyroll, I've always experienced top of the line customer service.

In my opinion, email updates regarding our pre-orders would be a fantastic addition to your service.
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Posted 6/14/13
I would like to thank you for providing a detailed and personal response and hope that you continue this customer service trend in the future.

I agree with pyro_cheetah. Simple email updates would most likely be the easiest and most effective way, or at least a good quick fix while you work on a more fluid system.
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Bjaker 
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Posted 6/14/13


Thanks for your feedback!
I'll make sure that the Store Team sees this.
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Posted 6/17/13
Hi, I'm also in the same group as the OP. I was curious but is there any way of knowing if there will be enough stock to fulfill the preorders? I preordered a week or so ago but there's really no way of knowing if I made the cutoff or not. The store just says that it will cancel preorders if there is not enough stock but there's really no way for us, the buyers, to know when you guys run out. It'd be nice if there was a cutoff point to stop taking preorders so we would know, "Oh, I have to go somewhere else to buy it".
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Bjaker 
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Posted 6/17/13


Can you tell me what you purchased?
Was it a Daily Deal?

If you purchased your pre-order item as a Daily Deal we do have a cut off set there.
If the product is unfulfillable it will not be available for purchase.
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Posted 6/17/13 , edited 6/17/13
I bought the Figma Kirito and Asuna figures. They were not daily deals. Thanks for the quick reply.
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Posted 6/17/13
I was actually wondering the same thing myself, would we need to email support directly with our order number or is there a way you can go ahead and let us know if we made the cut? I only bought the Asuna figma (as I believe I mentioned above), but if I knew I could get a Kirito I would probably order him as well.
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Posted 6/18/13
Of the 14 pre-orders I have with CR (yes, I'm a figure FIEND!) I've gotten 1 so far (and surprising since it was the SAO Asuna Nendoroid)

1/2 of the rest are not due until later this year...but I'm concerned over several figures that have had their expected ship/release dates constantly pushed back.

Kirito Nendoroid went from May 2013 to August 2013

I managed to get the Angel Beats Petanko set...I THINK! that should have released a few days ago.

Kana Minami Nendoroid was pushed from June 2013 to July 2013

I'm worried that the rest of my pre-orders will get pushed as well as their "release" dates draw closer.

I agree 100% that some type of notification of delays, etc would go a long way rather than finding out yourself weeks after the original scheduled release date that the date was pushed.

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Bjaker 
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Posted 6/18/13


Yup!

We're working on it!!!!!

Here's what solid info I do have.

The following figures are en route to our warehouse in LA:

Border Break: Fiona: Kazama Raita ver.
Nendoroid Hatsune Miku 2.0
Sword Art Online: Nendoroid Kirito
Nendoroid Melona
Puella Magi Madoka Magica: Nendoroid Kyouko Sakura (Re-production)
Puella Magi Madoka Magica: Nendoroid Sayaka Miki

The following figures have had a delay in production by the manufacturer

Figma Kirito
Figma Asuna
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Posted 6/18/13

Bjaker wrote:



Yup!

We're working on it!!!!!

Here's what solid info I do have.

The following figures are en route to our warehouse in LA:

Border Break: Fiona: Kazama Raita ver.
Nendoroid Hatsune Miku 2.0
Sword Art Online: Nendoroid Kirito
Nendoroid Melona
Puella Magi Madoka Magica: Nendoroid Kyouko Sakura (Re-production)
Puella Magi Madoka Magica: Nendoroid Sayaka Miki

The following figures have had a delay in production by the manufacturer

Figma Kirito
Figma Asuna


Thanks much for the update Bjaker! Hopefully that means we'll see the SAO Kirito Nendoroid sooner than August! XD
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Posted 6/18/13
Thanks for the update. Can you confirm whether or not there will be sufficient inventory for all the preorders for the Sword Art Online figures, though?
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Bjaker 
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Posted 6/18/13


As far as I am aware, we will have stock to cover all pre-orders. I have heard nothing to the contrary.
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Posted 6/19/13
I actually opt to buy my Anime based merchandise from Crunchyroll, rather than importing from Japan.
I haven't had a problem getting items on time until recently with the Asuna 1/8 Anistatue.

I personally agree with an email based system to help notify consumers the statues of preorders and present orders. Thanks!
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