Post Reply Poor Management of Site and Even Worse Customer Service
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Posted 3/31/17 , edited 3/31/17
Recently I pruchased the Tokisaki Kurumi 1/7th Scale Figure - Date A Live II figure in the store and I noticed it was free or well $0 + $12 shipping and handling. So I purchase it and everything is good. That is until a couple days after when I check the status of my order to see that its status has been changed to "refunded." So Im sitting there wondering why my order got refunded when I didn't ask for it to be refunded. Turns out it was refunded do to an error of price on there part (I find this out much later). So Im checking my crunchyroll inbox to see if there was an update on my order or to see why it had been refunded. Nothing. Check my email linked to crunchyroll, nothing. Crunchyroll had cancelled my order with no warning, no reason, no apology, and didn't even notify me. So I contact customer support and they tell me nothing can be done and that they can't "give one away for free." EVEN THOUGH IT WAS A MISTAKE ON THERE PART. First they tried to buy me off with a $5 code and then days later a 30 day free pass.But those together are less than $20 and they upped the figure price by $143, now how does we'll say $20 compare to $143? I kept telling them that it was there mistake and I paid the price and even have the receipt to prove so. Been fighting with them for days now and they keep telling me there so called "eCommerce Team" has decided that they can't give me one of these figures, in short "decided" together as a group no less, that they WOULD not help me.Im a new member and this was my first purchase and they screwed me over and decided that they wouldn't help me. I advise from buying anything on this website.
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Posted 3/31/17 , edited 3/31/17
Well, it seems a handful of other people also bought the Tokisaki Kurumi figure when it was $0.00. You might want to try contacting some of them through private messages to see if their order was also canceled due to a pricing error. Otherwise, I'm not sure there is much you can do about it.

Der Zoodirektor
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Posted 3/31/17 , edited 3/31/17

Hairbelly wrote:

Well, it seems a handful of other people also bought the Tokisaki Kurumi figure when it was $0.00. You might want to try contacting some of them through private messages to see if their order was also canceled due to a pricing error. Otherwise, I'm not sure there is much you can do about it.



We have cancelled all orders made for the obviously wrong price - actually no price was set at all. Just like users may cancel their orders at all times, we reserve the same right for ourselves. All customers affected were promptly refunded for all shipping fees they may have incurred in the course of their order.
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Posted 3/31/17 , edited 3/31/17
Do you also reserve the right to not notify, apologize, or warn a customer before altering the status of there order?I have yet to receive any kind of email in my inbox on crunchyroll or in my email linked to my account. If it wasn't for me going to the status of the order, I would still be waiting on my package to arrive.It should be illegal to cancel somebodys order without telling them and or giving any kind of reason.For all I know maybe you guys had a change of heart and decided to change the price from free to $143 because your greedy and realized alot of people jumped on it. Atleast amazon knows how to do customer service right.
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Posted 3/31/17 , edited 3/31/17
It could have been worst. They could have charged $143 for people who thought it was free. Now would not that be a dick move?


It seems they actually did the responsible thing for once, albeit, not perfectly. A message would have been preferred. In any case, it is as much as a responsibility for them to provide some way to communicate their order, which would have been checking the site. I mean, checking your email probably takes just as much work. This seems like an overreaction.

Hopefully I am not misinterpreting that you wanted to get a figurine for free, right?

Other than the message, I fail to see the dickery. There was and still is a way to check your order. Isn't that what matters?
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Posted 3/31/17 , edited 4/1/17
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Posted 3/31/17 , edited 3/31/17
Mistakes happen. Getting your item for free might have been nice, but be realistic. You getting that upset and not letting go of what was obviously a mistake should tell you something. There are laws, at least in most of the US, that brick and mortar retailers must charge the posted price of an item. In Illinois, where I live, if you are overcharged, you can get refunded the difference plus 10% of the difference. This has to be an item you bought and now have, however, not one you ordered. Cancelling an order is different from ordering something and having the order cancelled. I don't believe these laws apply to e-tail, anyway, but you'd have to check to be sure.

Amazon and other places also make mistakes as well. A couple years ago, I was looking at my Amazon wish list, and noticed that used copies of many items were listed from marketplace vendors at one cent each. I figured it was a mistake, but gave it a shot anyway, and ordered a couple dozen items. Of those, every order was cancelled except for one. One vendor actually sold me a cd for a penny. Was I mad? No, because I did not realistically think I would get sold a bunch of pricey art books for a penny each. Would have been nice, though!

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Posted 3/31/17 , edited 4/1/17
Entitlement at its finest.

Should they have emailed you? Yeah, they probably should have give that courtesy to everyone who bought it.

But you can not possibly have thought that pricing was anything but a mistake. It was clearly not the intended price, and either a system error or someone hit enter before they should have.
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