SANRIO

This site is freaking adorable! It has been one of my faves for years. I love Hello Kitty and all the other Sanrio characters. Love shopping on this site.

I got a $25 gift card here and bent over backwards to buy this onesie I dearly wanted off their website. So, I spent my own money aswell as the gift card. I get the onsie in a LARGE and I am 18... As the girl was modeling... Fit her great! Fit me like a toddler onesie! So dumb! I returned it on MY own money a WHOLE month ago and I've emailed them several times about getting my refund. They won't even respond. Totally rediculous. Just buy from the Sanrio store If you like their chactaters... Cause the costumer service is the worst.

I ordered 1 item from Sanrio during Black Friday and they had a code that included a free item with my order. I never received a confirmation email once the order was placed so I had to e-mail Sanrio Customer Care. They gave me a confirmation that the order was placed but a week later the order status had not been updated. I contacted them again to cancel my order because it was taking long for them to process my order but they told me I could not cancel it because they were already shipping out my order. A few days later they sent me an email stating that my items had been shipped but there was no tracking number so I had to contact Customer Care again. Only this time, their email inbox was full and I had repeatedly received failure responses once I emailed them. I guess my email finally went through and they gave me a tracking number. Coincidentally my package came the same day because I live very close to the shipment center, but I received a notification from USPS stating that it was delivered on my mailbox but the item I purchased was large so there was absolutely no way it would be able to fit. When I got home I had received that ridiculous pin that was free with a letter that stated that the rest of the items would ship separately. Customer Care failed to communicate to me that the items would be shipped separately when I had already contacted them multiple times about my order. I am now very dissatisfied with their service.

I ordered some Christmas presents (over $350) and was promised my order would be shipped after 7-10 business days. After two weeks, I contacted customer service but they only told me to wait more. I'm patient and I understand that warehouses get swamped during the holidays since I work at one too. But after a month (Christmas was long gone), I decided I waited enough and contacted them again. They said my order was packed and would ship within the week (3 days remaining). Also, I wasn't allowed to get a refund since they packed it already (actually kinda illegal). I was frustrated but I figured I could save the Christmas presents for birthdays or something. A week later, still nothing. Customer support said they don't know what happened to the order and now are finally allowing me to ask for a refund. After two months, a disappointing Christmas, and a huge credit card bill for over $350 that I was forced to pay because they didn't allow me to get a refund, I have nothing. Terribly unprofessional and horrible service.

I placed two orders on November 28,2019. The Black Friday Sale. It's January 29, two months later and I still haven't got my items. And they already charged my credit card for the full amounts.

On December 10, I checked my order status on their website and it stated my two orders were OPEN. I inquired to see what the problem was. They told me due to a high volume of orders, my order was delayed. They would ship my items in 5-9 business days and that I would not be charged until items shipped.

I finally get a package from Sanrio, but only one of my items I had ordered and the free compact mirror.

The second order, I received no items. They send me only the free compact mirror.

On December 18, I check my credit card statement and see that Sanrio charged me full price for both orders.

I email them again asking about my orders. They tell me they do not have an ETA on my items, even though they already took my money.

I requested them to cancel both my orders and refund my money minus the difference of the one item sent. I also asked them to send me a prepaid label to return the free compact mirrors. It's been more than 5 business days and I still haven't received a reply. Now, I am disputing the charges with my credit card company and filing a report also with the Better Business Bureau.

This Sanrio shop has the worst service. WARNING TO ALL: Please do not buy from them because their customer service sucks and their return/exchange policy is terrible----abusive. If you want to exchange your item with another color or another size, you have to reorder and pay shipping of more than $10,, after you pay already the $10++ of shipping of your first order. When you return the "wrong item", of course, the courier or postal office will charge you for that (because it's already opened to find out if it fits you). Therefore, you are charged triple with shipping. This is because of their return policy that sucks----you have to reorder the item also and be charged shipping, without giving you a refund of the shipping fee of the initial order. They won't give you any refund of shipping at all. Their phones don't work, and they have a VERY BAD ABUSIVE SHIPPING POLICY,

I order a my melody plush and when it came it was the size of a strawberry I'm very mad and it took so long to come and it was $35 for that I'm very mad
Tip:DON'T ORDER FROM THIS STORE ORDER FROM AMAZON

They take the money but don't send the merchandise. DISGUSTED! This is a scandal. Report to the bureau! I contacted numerous times via email and voicemail but no avail.

Horrible worst CS ever!
This online store has a lot of bad reputations.
And that's it!
I have 3 duplicates of order and received 3 cancellation emails a month ago.
Even though they shipped these 3 cancelled order (so received 6) AFTER A MONTH! And told me glitch.
No 1-800 customer service phone number and have to contact by email.
Besides they never read email carefully and reply is horrible.
I was just told send back items also told about return policy!
They shipped cancelled order by accident after a month and told me glitch and send me back! And Told me only return policy! Crazy!
So they never provide return shipping address lol. Because they moved storage lately and ask to ship other company.
So package I received didn't have Return information either slip!
I don't know how to send back and waiting reply. Yes they charged double to my credit card.
They should at least provide free shipping label! Why do I have to pay for shipping fee? Why they can tell me about return policy?
They sent me by accident and told me glitch!
Never apologized!
Horrible customer service!
I never ever order Sanrio.com again!

I placed an order in November and the order has still not been shipped. They have told me 5-9 business days, so I'll be lucky to get it by New year's despite ordering Christmas presents. They said they are having ongoing warehouse issues and stopped shipping for awhile, but have supposedly resumed shipping. I believe they switched warehouses a couple months ago. WHY in the world are you having holiday sales that you are incapable of filling when you are completely aware of this issue? That is called fraud and is so greedy and insincere. Then you have the audacity to advertise on December 10th that that is the last day to order and and receive the order by Christmas with standard shipping, when you can't even ship orders from November. This is a blatant lie. They take your money, don't fill orders, and they don't even have an actual customer service number to speak with someone. This is fraud. This wonderful Japanese based company is all about good customer care, being truthful, and if you go to a Sanrio store in Japan the service is outstanding and above and beyond. They would be mortified and appauled at what the US online store is doing with their company brand. It is unacceptable in the least.

Our customer service experience has been horrible from day one.

We placed an order in November for an item we were hoping to receive by the Christmas holiday. After not receiving any shipping information for 10 days, we reached out only to be given a dismissive reply saying the item would ship in 3-5 business days. This was already pushing it as the shipping option we selected was 5-7 business days and by this time we were staring down the barrel of it not arriving in time for Christmas.

Unfortunately, it never shipped after those 5 business days. When we asked about canceling the order, hoping to find something else for the intended recipient, they tersely let us know that because a shipping order had been created the order couldn't be canceled.

We still have yet to receive shipping information and are now thinking it will not ever ship. Diving into the company's reviews on the Better Business Bureau and SiteJabber suggests this is a common issue. We've reached out four times with dismissive and downright rude replies every time that are a mix between condescending "don't worry about it" attitudes and copy-and-paste replies.

Do not buy from this company.

As a huge fan of hello kitty. I will continue to buy they're older items on ebay, theyre collabs ( FROM THE OTHER SITE, if you want to recieve your items), or when the trucks come by <3
But theyre site is something i will never purchase from again. Over a month a the order wasnt even processed? Its not worth the hassle
DO NOT BUY FROM SANRIO.COM! (they dont care about us)

I really love Hello Kitty dolls. Just found out that there are a lot more toys that I can possibly collect.

Thank you Sanrio.

I could write paragraphs upon paragraphs of the poor service I've experienced at Sanrio.com.

Prior to the Covid-19 pandemic things were, sadly, just as bad an incompetent.

My guess is that either one solitary person responds to all customer service issues (Sarah F.) OR they use this name as an alias. Either way, their customer service responses are usually very canned/copy paste or, sadly, very condescending and in some cases flat out insulting.

Shipping fulfillment for such a niche market is 7-10 business days. That would be reasonable but with their recent warehouse move it's clear no one actually plans things out to work smoothly as even now after the move the shipping times exceed 10 business days on average. Add the recent Covid-19 pandemic and now they say there is *no ETA* on when orders will be fulfilled... even if they were placed a month ago.

This would be totally fine and reasonable to expect if Sanrio was upfront and transparent about these delays. You always have to come to them to ask for the status of an order. When you do, the responses from Sarah F are basically - wait it out or we can cancel your order.

Also, their website does not readily accept coupon codes given by the company itself when you have clearly had terrible customer service. They acknowledge this but then claim the only way to honor their own coupons is to charge you the full amount and do a refund after the fact. Given how long it takes them to fill orders, would you have high hopes for a speedy refund?

So if things are so abysmal with shipping and customer service why does Sanrio US still continue to stay in business? That's a question for the ages...

It's such a shame as the Sanrio US online store gets a laughable fraction of the products that Sanrio Japan gets. And to add to that we have a domestic branch that can't seem to run what little product they do have effectively.

Hello Kitty and friends deserve better stateside representation.

I placed 8 Orders w/Sanrio during the 2019 holiday season, 2 of my orders arrived on time and the next 4 came at various times, the most recent being March 2020 the last 2 NEVER CAME. They issued an email on January 29,2020 admitting fault they couldn't fulfill orders in a timely manner and for that ALL ORDERS placed between 10/11/19 to 12/28/19 would be refunded including shipping charges. Well I sent a followup email confirming what this email stated and per Sarah F. In Sanrio Customer Service she confirmed I would be refunded. I waited and waited and I was NEVER refunded. When I sent an email detailing the Order#s and amounts and which Credit cards were used, I NEVER heard back from them. I have sent multiple emails and now Sarah F. Doesnt seem to want to respond. Forget calling the phone number they listed on the email, no one answers. I am now having to dispute ALL 8 CHARGES with my credit card companies because that seems to be the only way I can get my money back for the horrendous service this company has given.

I have never experienced such incompetence in an online retailer in my life. I placed an order on black Friday for a watch and immediately received confirmation via email for my order. A week goes by and I do not receive shipping info so I emailed sanrio.com. They responded that their physical inventory had prevented them for issuing shipping info but that my order did in fact ship. A few days later I received a package including a free gift that came with my order (a plastic bow mirror) but no watch. A note included stated the rest of my order would be shipped separately. Another week goes by and I didn't receive anything. I checked my credit card statement and found I had been charged the full amount. My statement included their customer service number which is not included on their website for obvious reasons. I implore everyone who has issues with their customer service to flood this number with complaints *******454. I called and spoke with a rep that stated my order was delivered. I informed her that only the free gift was in the package. She told me she would check with the warehouse and email me within 3 business days. Another week goes by and I hear nothing from them so I call back. I was given the same response. I told them I want an answer with 24 hours or I am contacting the Better Business Bureau. I received a response the next day that my watch was out of stock and they would be issuing me a refund within 1 week. 2 weeks go by and I was never refunded. I contacted the BBB and filed a complaint. They responded to the BBB that they had refunded my money. I called customer service one last time and asked to speak with a supervisor. I informed her that if I don't receive my money within 48 hours I would escalate this since it is now on the level of fraud. Low and behold, two days later my account was credited. Sanrio.com is fraudulent and an embarrassment to the Hello Kitty brand. Stick to Amazon, Walmart, Target and Ebay when shopping for Hello Kitty merchandise. And please file a complaint with the BBB. This website needs to be shut down.

They dont value their customers.
I ordered my item on 12/31.
The website said they were doing inventory and it wouldn't ship till 1/6. That was fine because I was ok that I insure that I'd get the item by buying it and waiting.
But I waited sooo long. I emailed sanrio 3 times since then and it was always "itll take another 1-2 weeks."

So I got frustrated and complained on their Instagram. Yes I did because I saw other people complain and they'd get sanrio to reply to them. On Instagram Sanrio gave me the email of their manager to fix my problem. So I email the manager. 3 days go buy, nothing. So i go back on instagram and tell them he never replied. Then finally he replied to me after that.

On 02/4/2020 he says my order was canceled, it's out of stock, and the amount of my order was put as store credit on my account.

He didnt even ask if I want it back on my card. I could of canceled my order at any time but I didnt because I wanted the item so badly. So I emailed him back asking for an extra $10 in store credit for the time that I have wasted waiting for my order.

No reply. Sanrio just doesnt care. I've placed a few orders with them before and got my items but it's only a matter of time till they mess up and show they dont care for your business.

So I am here today writing a review after having issues for a few weeks now with sanrio.com, and looking into the issue I am having I found a whole boat load of people with similar, and almost exactly the same issues. Actually, after reading some of the reviews on here i haven't even begun to get jerked around like some of these people have and I'm already thinking of suing them. Last month, 02/23/20 to be exact, I placed my order with sanrio.com and immediately got an email stating my order was received (I will attach all screen shots of all the emails I mention here) and I was sure within the next couple of days in would see an email stating my order was shipped. I spent over $100, $50 of which was from an eGiftcard for their website. I swear I never saw this $#*! coming from such a huge long running business, I had complete faith and trust in them for some reason and at this point I feel like I would have a better chance at receiving what I ordered from someone on a "sell your used things" app. Like letgo or offerup... anyways, I emailed them around give or take a few days shy of a couple weeks about my frustration. They quickly responded with some BS about "checking inventory" and about how sorry they are and understand my frustration. So I left it alone again until today after still not receiving an email about my items shipping, I inquired and at no point did I mention wanting to cancel my order, I WANT MY THINGS I PAID FOR, and shortly later I got an email back stating my order had been cancelled, with no explanation. So here goes, I'm going on every single review website, writing every person possible including the BBB, putting these liars on blast, nor do I plan on stopping until this is fixed for every person done wrong and then some for the lies and inconvenience. Check out the attached emails.

I've waited to post my review of Sanrio because I wanted to be able to share a finished story, and still wanted to hold out hope things would turn out okay in the end. However, it's been so long, I've decided to post it with no conclusion.

I placed an order on Sanrio.com on November 30,2019. Today it's February 11,2020, and all I have received is excuses. I've seen many similar stories on their social media platforms, and have been surprised in some ways not to see this picked up by news outlets--it seems that unusual of a story.

Whenever questioned, the company (which seemed to have just one person replying to emails, often with a copy and paste) offered unusual excuses, and promises to send the items within a set amount of time that would always come and go without updates. The main excuse was that they were taking inventory, which seems a bit unbelievable to be taking for months without orders being shipped.

The company appears to be in violation of FTC's Mail Order Rule (sending orders within 30 days). They also had a notice on their site that they would get Christmas orders out in time if placed before a certain date, which wasn't accurate.

Sanrio has been a special brand to me since my childhood. It's hard to be disappointed in a brand that's supposed to bring people joy. I hope the US branch of this company can get their act together and will make things right for the many people, including me, they have disappointed.

(I will try to update this review if things are made right. Please note my star rating is based on the current situation. The actual products, if you can get them, are usually decent quality to quite nice.)

Update 3/7/20: I'm pretty sure my order issues with Sanrio have finally reached a conclusion. I wrote to the customer service person we all seem to be reaching and asked to speak to someone higher up. It was then she said she'd get in touch with the warehouse, and soon afterward I received a tracking number. When the package arrived today (March 7,2020), it contained two out of the three items I ordered, with a value (prior to discount code used) of $8.

Sanrio's resolution is that customers impacted by this issue will eventually be getting what's left in stock from their orders for free, and a 40% off coupon code via email (those of us impacted were contacted about this a while back). (Edit 6/24/20: The coupon was non-functioning and did not work.) For me (with a smaller order and the most expensive item not sent), it didn't end up being much of an apology gesture, but I do think it's nice that they did it.

The receipt that came with my order said I placed the order on December 5,2019 and it was packed December 21,2019. Neither one of these is true, and it comes across as Sanrio intentionally fudging their records. My actual order date was November 29,2019, and receipt of 2/3 of order was March 7,2020.

Oh! I love Hello Kitty so much! The other characters are also cute! I love shopping Sanrio items.

This is Hello Kitty Heaven! Our daughter loves you guys, keep it up!