SANRIO

I ordered from sanrio.com on Sept 27. On October 6, I still had not receive any email regarding if my ordered was shipped, so I sent email to their customer service, no response for three days. I sent another email to them and finally received a response on October 10 stated that they would check for me. No information for 7 days so I emailed them again and finally they sent my ordered.

Received auto email stated 4 items sent but finally only received 3 items, so I had to email them again to ask on October 20. Received response on October 22 stated that the item was out of stock and would give me refund. Now it's Nov 11 now and I still have not received my refund yet. I just sent them an email again. Hopefully I can get my refund soon.

Moreover, they don't even have a phone number for customer service, it's ridiculous!

Definitely will not order from them again!

Sanrio gave me the absolute worst customer service I have ever received. They did not ship my order, and they did not refund me the cost even though they didn't ship. I would never recommend anybody use them directly to purchase Sanrio products. And I most certainly will never use them in the future. I decided to purchase my products elsewhere.

I stopped ordering anything from Sanrio.com after being a loyal customers for many years. Their service used to be okay but has gone downhill since at least a year ago. It took a long time before the items were shipped and their customer service is terrible. They either did not reply or if they did reply, it took quite some time. They also canceled my some of my items when I was just asking when they are going to send them. It's like they don't care about my business at all. Since they don't care, I deleted all my information on my account, unsubscribed their emails and never purchased a single item from them ever since.

I ordered a book bag for a friend around December 16th 2019. I emailed the company January 4th about the status. They said they were backed up and that it could take an additional 2 to 3 weeks to get the package. They then said if I wanted a refund I could get it then before they shipped it. I told them I might as well wait. Right after I went to the reviews. I saw they were mostly negative. I emailed them just a few minutes later telling them I wanted a refund instead. After that they said my package was delivered December 23rd and for me to check my household. They are so dang crooked and full of crap. So it has been over two months since it was ordered. I never got the package. They lied.

Hello Kitty Forever - I don't know what kind of childhood I would have had if I didn't have my BFF, Hello Kitty. How could I have gotten through school without scented pens and sparkly erasers? Now I no longer need to feel guilty perusing the aisles at the Hello Kitty store (it's distracting to shop when there are a bunch of 7 year olds running up and down the aisles)! This is a great site that even offers... Hello Kitty in pave diamond?! Hellooooo KItty!

Ordered three different orders back in Nov and Dec of 2019 and still only received one package. They say they would credit my account for all the orders and send the orders to me ASAP but still no credit on my credit card and the other two orders never arrived. I have emailed and the last time I emailed I sensed anger so I will never order from them again. I live in Oklahoma and ordered Sanrio items from Japan and received all my orders from different people in less than a month and I got thank you notes and a extra gift and or Sanrio candy for ordering items from these individual sellers. I bought items from them before Sanrio ever placed these items on their site. From now on I will order from Japan and not Sanrio in USA.

My boyfriend ordered from Sanrio.com on Nov 22,2019 which never came---but the free pin managed to show up, in Jan 2020. He contacted customer service several times via email (because also in 2019, they have no customer service phone number... Surprise!) In December and was told it was shipped but no tracking or order updates were available or provided. So, since they took his money, he is currently disputing the charge with the bank, and I highly recommend to all who haven't received your money back or your orders to do the same. Another reviewer pointed out that this is fraud, and I agree. Also, file a complaint with the Better Business Bureau, it looks like customer service is actually responding to people there. I have been a huge Sanrio fan my whole life and am extremely disappointed in the way their website is handling paying customers with such disregard especially during the holiday season, and I have told them so via email to customer service today and referenced the reviews here. Get your money back people!

DO NOT ORDER FROM THIS WEBSITE THEY STEAL YOUR MONEY AND ONLY BRING FALSE HOPE. I'm completely disgusted by the lack of professionalism this company has displayed over the past few months. My orders from the past summer got to me in less than a week, and now folks are waiting over 4 months? Unacceptable, completely unacceptable. I adore their characters but at least the American brand of this behemoth of a company needs to give everyone refunds and stay away for a good long while because they are obviously not thinking at all!

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've placed 2 orders with Sanrio and both were just as expected. Nice, high-quality items. Most of the stuff is Japanese, so you know you'll be getting something unique that no one else has. I also like how they are always giving away free gifts with your purchase, and you don't have to spend an outrageous amount to qualify for something free.

Only issue I have is with shipping. It's so expensive and they hardly ever offer any kind of free shipping no matter how much you spend. They also ship via Fedex SmartPost, which is stupid and is guaranteed to make your package arrive at least a day or two or three later than it should since it has to go through this trade-off between Fedex and USPS. Tracking is available all through the process, just so you can see your package sit in the same place for 4 days.

Main reason I don't buy more often is because you have to be prepared to spend anywhere between $8-$15 more than you really intend to just for the (slow) shipping. A simple $15 small item purchase still costs $8 to ship.

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,