Right Stuf

I've been a customer for many years and while no company is perfect, in the past they have been good for the most part. I was more accepting of issues when they were smaller, but they've actually gotten worse - not better over the years. Most companies have growing pains, but Rightstuf seems to embrace them rather than fix them.

Customer service is subpar for a company of their size; ticketing system is abysmal. They are more than happy to help you up to the point where it is to fix an issue where they screwed up. If it was their screw up, don't expect them to admit it or pay for the return shipping. You're on your own and you better hope the package arrives perfectly or they will deduct perceived damage from your refund. I expect this type of behavior from eBay sellers, not a decent sized company like Rightstuf. If you think getting a manager will help you, think again. They are email warriors - rude, egotistical, and downright nasty at times.

Website looks good on the surface, but as soon as you start ordering you see the issues pop up. It's slow, has multiple bugs, and isn't very well designed.

Their packaging is the only thing they have going for them. I'll give them that. It's excellent. Problem is, they will never believe that they sent you something damaged, so unless you want to spend a lot of money for the return, you've pretty much negated any benefit to purchasing from them.

My advice is to purchase your blu-rays and anime related items from other retail outlets. Rightstuf might be enticing since everything is all in one place, but you can get better pricing and much more professional customer service elsewhere.

I placed an order with RightStuff ordering 12 anime DVDs. Good prices and the company seemed legit. A couple of days after I had placed the order, however, I received an email saying they could not process my order unless I sent them a photocopy of my ID showing the correct address. They also wanted a photocopy of my credit card, front and back, including the 3 digit code on the back.

Now, I don't know about you, but I don't send all my personal information to some random online company for God knows who to be able to access, especially as the charge had already been approved by my credit card company -- a company that always immediately processes the charges I make.

Considering I spend over $1,000 every month on my card with ZERO problems from any other company and have done for over 20 years, that RightStuff thinks asking for this information is okay is mind-blowing. Especially as it is against Visa's own TOS (companies are not allowed to ask for anything except your credit card information, your name etc -- they are certainly not allowed to ask for photocopies of IDs and credit cards).

I immediately canceled the order and warn everyone to be very very careful ordering from this company, especially as when I queried this request all I got back was a very rude answer.

Not a company you want to be giving your business too, IMO, as there are too many other anime-related companies that offer superb service and do not expect their customers to hand over personal information that could be used to steal your identity.

I have been ordering from rightstuf for a couple of years now and I love them.
They are an incredibly cheaper alternative than purchasing in stores or at conventions, especially when you have the membership ($18 a year). On average, most books I buy are around 15-33% off and I buy very large orders. Their shipping is super fast and I usually get my products within the week, the next at the latest. They are also always updating their catalog and keeping up on new releases, as well as having constant sales each week. The books are always in perfect condition when I get them, theyre packed perfectly, and I always get posted notes in each box. My work office is filled with them.
As for customer service, Ive only ever had to deal with them twice, and both times they've been awesome to me (both times due to a credit card issue on my part). The answering machine is amusing and gave me a chuckle the first time I heard it, definitely not what you would expect from a professional company. I kind of love calling them when I need to. Both representatives have always been patient and helped me with my issues. They actually sound like they enjoy their job!
Ive only had rightstuf cancel one book on me due to not having it in stock and I actually had forgotten about the book by the time they told me. No big deal. I ended up finding it elsewhere.
For now, Ive saved over a grand just from buying from rightstuf over this last year. If you're planning on buying orders over $50 (for the free shipping in the US) I would totally recommend shopping with them. Outside of convention deals or discounts in bookstores these guys are the cheapest options.

My son purchased several anime DVDs and box sets. I used my credit card to purchase. Apparently, about a week or 2 later, my son (who is special needs) received an email that appeared to be junk as it was not identified as coming from Rightstuff. Today we received an email stating that the order had been cancelled. I called RightStuff to inquire as to the reason the order was cancelled and was told it was because I did not respond to this other email. Now they will not honour the price on the original order. Never, ever in all the years of purchasing online have I ever had to respond to an email to verify that I actually made the purchase. I do not recommend purchasing anything from Rightstuff. Find a different company that wants your business, because clearly, Rightstuff does not.
Jake H. - The billing address on the order and on the credit card are identical. As for having my sons name on the order, yes it was, as my special needs son like to receive packages addressed to him. This is something that we do frequently and until running into Rightstuf, this has never ever been a problem. As for the email sent to us, you are correct that it turned out to be *******@rightstuf.com. However, the only indentifier on my sons email was the personal name of someone. So as my son saw nothing other than a first and last name of someone he doesn't know, the email wasn't opened as it appeared to be spam.

Stay away from this company at all cost. They are not a standup company. If they were a standup company they would have honored the sale pricing, period.

Tried to go to animenation to find it no longer had a store but they redirected me to rightstuff anime. Did my 2015 Black Friday shopping there, and placed a 190$ order. One full week later (on Friday Dec 4th 30 mins before their offices closed over the weekend) I was e-mailed that my order was canceled with no explanation included. After getting in contact with their customer service I was told that the order was canceled due to a declined 1$ authorization charge on the Fri 27th a WEEK earlier (For which I will be contacting Global Cash Card, stupid payroll card! I am switching over to direct deposit). After asking if I could arrange payment to reopen the order they said they could not facilitate this and that I would have to make a new order with the current prices which when totaled up was over 80$ more.
I am very dissatisfied because Black Friday deals everywhere are long past by the time I was told I had to re-order on Dec 8th.
I will be suggesting to them that they include reasons for canceled orders and if there are payment issues to get in contact in a more timely manner.

Customer service and return policies with this company are absolutely horrendous. Their reviews on Trustpilot are awful for the same reasons. This company is so money hungry it's disgusting. My boyfriend placed an order with Right Stuf for a friend for the holidays and recieved a deal when purchasing items. The post office has a problem reading our address and sent the packages he ordered back to Right Stuf. We've gone to the post office about this problem so many times and they've not been able to do anything. Any other company we call and explain this issue to, they say that they will ship the product back or give the option of sending the product to another address instead. When calling Right Stuf to address this issue, they told my boyfriend that they can only issue a refund, but not a full refund. And they will not resend the items out to a new address. They explained that they are going to deduct FOUR charges from his refund (2 for shipping back to the company and 2 for restocking the purchased items on the shelf). So out of the $100 he spent, he has only gotten back around $22. So now his friend isn't getting any of his Christmas gifts. And all the customer service representative said was that he could repurchase these items during another sale. No thank you, never purchasing from this company again.
My Update:
Company is still trying to try and blame customers with this response that I recieved from Jake. Just awful. If you, Jake H. Would have actually read what I wrote and looked at the pictures I included you would see that there was two separate charges and I said "packages" in my review here. I already knew there was two separate orders. And what if we lived out of state away from family and friends and didn't have anywhere else to ship it? If we would have known that your company had the worst return policies in existence, we never would have placed an order with this company. I still stand by my opinion that this is a money hungry company just like they stand behind their horrible return policies.

Horrible customer service. This company is good as long as you don't have an issue and have to contact them. They will give you the run around and make excuses. Also pray they dont send you a damaged item that they packed themselves because you will be paying the shipping to get it back to them for a replacement. The site really should have a huge disclaimer at the top saying "BUY AT YOUR OWN RISK WE COULD AND PROBABLY WILL AT SOME POINT SHIP YOU DAMAGED ITEMS THAT WILL COST YOU OUT OF POCKET TO HAVE THEM REPLACED EVEN THOUGH WE KNEW WE SENT THEM THAT WAY TO BEGIN WITH" I've not had issues until now with them. The pandemic happened and it took them 2 months to send me my items which ok I can understand and if they were waiting on my whole order to be there ok I understand that too. But when I waited this long to have a dvd case look like someone dropped it and stepped on the corner and the paper cover be torn also well not too happy about that and what's worse is talking to them gets you no where. They will tell you, you have to pay to have it shipped out so they basically told me its my fault they shipped it damaged. If they said we will send you a new case that would have at least been some sort of effort. I could have then pulled out the torn paper and put it into the unbroken and untorn case but they wouldn't even do that. I DID very much love this company until now. I'm very disappointed and very much afraid to order from them again with the slightest possibly of me being at fault for their shipping of damaged items.