Diane K.
If I could leave a negative number
If I could leave a negative number, I would. In early April, we ordered Anime Sneakers for our granddaughter's 14th birthday in mid-May. I tracked the order and confirmed that in late April, the order was stateside in NY. I continued to follow up where tracking stalled and repeated status inquiries; were met with reassurance that the order was in process. On June 2, it was confirmed that our order was part of a larger order confiscated by customs. In other words, no birthday present would be arriving at all. We had time to make other arrangements if we were advised of the situation in April, but no one notified us. I had to chase the company. Total bummer.
Response from GearanimeJun 20, 2025
Dear Diane, We're truly sorry to hear about your experience, and we completely understand how disappointing this was — especially when it was meant as a birthday gift for your granddaughter. The delay caused by unexpected customs intervention was completely out of our control, but we acknowledge that we should have communicated the issue much sooner. You absolutely deserved timely updates, and we sincerely regret that you had to follow up on your own. We’re actively working to improve our communication process for rare cases like this, and your feedback is incredibly helpful. While we know this doesn't make up for the missed occasion, we’d like to offer a store credit or a free replacement if you’re still interested. Please reach out to us directly at [[email protected]] so we can make this right. Thank you for bringing this to our attention, and again — our sincerest apologies for the inconvenience caused.