OtakuMode

I've probably purchased well over 75 figures from this site. The picture listed below is probably a little over half of all my figures (none of the gundams were ordered from otakumode). I honestly have nothing bad to say about the company. I have had excellent customer service. I don't recall any of my packages being smashed up (their packaging is very well done). The other reviews saying that they weren't told about not being able to cancel a preorder isn't true. The no cancellation on a preorder is stated in the terms before you purchase and after. The only thing I will say that isn't always clear is when free shipping kicks in exactly. The $150 threshold is sometimes weird especially if you have multiple preorders that a) ship from Japan or the US. b) ship at different times. Generally, I'm able to get the free shipping though. The other biggest plus is that none of their items are bootleg. They are 100% authentic. My only other criticism is that delays in shipping due to Japan post or product delays happen fairly often, but I've come to accept that as part of the actually figure industry. Overall, I'd highly recommend this company.

I pre-ordered a Figma figure of Guyver III back in February from this site, with the site claiming expected ship date would be in July. Problem 1 right there, because it's August 2nd and I'm still awaiting my shipment.

Problem 2 - when they received the stock in just under a week ago, it immediately went up for sale on their site. The item page states it should ship out in 2 business days. I've officially waited longer than that since they received their stock.

Problem 3 - the really big issue - their customer service team doesn't seem to give a damn at all! I've received conflicting reports (one told me my item is package and sitting on a shipping dock just awaiting transfer to postal service, that was two days ago, another told me they're experiencing delays due to a singular holiday in Japan two weeks ago) and then was flat out refused to be helped by their Facebook CS person, because I already had a reply by someone through e-mail!

That's right - I was ignored and told to just wait for someone else who already helped me before to get back to me -.- And they continued to ignore me even after I pointed out that the e-mail CS person, is also ignoring me!

So yeah - I have no clue when my item is shipping, and I can't get a straight answer out of anyone as to what's going on. Terrible, terrible experience, incompetent as hell company.

Initially I had one big order of items with my shipping address as America, however some of the items I ordered wouldn't ship to America and only shipped to Asian countries (Hong Kong, Thailand, Philippines etc.). I decided to divide my orders into two, the other half being sent to America and the half that only shipped to Asian countries I sent to Philippines (as I had relatives there). The American half was fine and arrived on time, however the other half never moved? I had kept checking my TOM account for updates and also e-mails. It had not moved to the "shipped" step even after more than 2 weeks, and all this time I never realised that they had actually cancelled my order. They sent an e-mail to the paypal address but never to the account address, which I think is very bad customer service. I am now in the middle of sorting it out and am very disappointed with the website. I do not know why they had not contacted my account e-mail about this sooner and why they only decided to contact my paypal e-mail (they are not the same).

If I could give 0 stars I would! Pre-ordered a collectors figure over a year and a half ago. I waited patiently through manufacturer delays and then the Tokyo Otaku Mode delays due to COVID-19. Got contacted asking for an extra $50USD to ship my item and agreed to send the increase to get my collectors item. The figure was shipped with the documentation incorrectly filled out so customs rejected the item entry into my country. I asked Tokyo Otaku Mode to reship the figure but they claimed they are not able to reship items?

Since then I have been in a long debate via email and twitter with the company. The company is publicly lying on twitter making claims that they "would manually reship the figure" but then saying in email they cannot do that. They tried to push their "premium subscription" service on me in the middle of this all. They also have accused me of refusing the package when tracking clearly shows the closest city the item made it to in relation to where I live still had an ocean between it and my city. They also have tried to lie claiming I only paid $10 in shipping when I paid the $10 AND the additional $50, and it was the same agent who charged me the additional shipping fee who claimed I only paid $10. They still have 100% of my funds and are withholding my item. As a result I will have to research the legal options available to me and have opened a formal dispute via paypal against this company. The collectors item is long sold out and can no longer be replaced.

Avoid them at all costs for your purchases. I have never had a company lie and treat me so horribly.