Ordered a cotton psyduck hoodie for my boy, recieved an awful polyester top.
Response from KawaiiMerch.comAug 26, 2024
We're truly sorry to hear about the issue with your recent order of the cotton Psyduck hoodie. This is not the experience we aim to provide our customers, and we want to make things right.
Could you please provide us with your order number or a ticket number so we can look into this matter further? You can send the details to our customer support team at [email protected].
We typically ensure that all product materials are clearly stated in the product description, but if there was an error on our part, we sincerely apologize. Rest assured, if something went wrong on our side, we will promptly correct it and send you the correct item.
Thank you for bringing this to our attention, and we appreciate your patience as we work to resolve this for you.
LG
Little G.
Selling FAKE products
Their products are not authentic. They sold me the fake Sanrio Stationary Case on the website but advertised and priced them as genuine. Their refund and cancellation policies are merely website designs to bait naive consumers. There is no real customer support. I have not received any response from them until today. My order was shipped directly from China, which was different from their business location on the website. After purchasing from this online shop, I started receiving countless scam calls and text messages.
Update: On their website, an order can be canceled if a request email is sent within 12 hours of placing it. I’ve reached out to them via the email address on their online shop and their billing account email; however, no one has responded to either my initial or follow-up emails, even after 11 days from my initial email. Their advertisement and the commitment promised in the reply to my post and website that a customer service team will respond within 72 business hours are lies.
I’m confident about the inauthenticity of their Sanrio product because I’ve already bought an authentic product previously and am very well aware of the details of how an authentic product should look. Firstly, a genuine product fabric pattern is aligned perfectly with the shape of the case, but both products I’ve purchased from this website are crooked, and character patterns are cut at the edge. An authentic product comes with an inside filler so that the case stays in shape without a wrinkle, and each buckle charm is wrapped. However, the products from this website are not. An authentic product should have only one character tag inside, but again, both of their fake products have two additional tags, the Sanrio brand logo and a white tag written: “Made in China.”
Response from KawaiiMerch.comAug 24, 2024
Thank you for sharing your feedback. We take your concerns very seriously and would like to address them directly.
Firstly, we want to assure you that we do not sell any counterfeit products. All our items, including the Sanrio Stationery Case, are sourced from reputable suppliers and are authentic. If you believe you've received a product that does not meet your expectations, we strongly encourage you to contact our customer support team at [email protected]. We typically respond within 72 hours and are committed to resolving any issues.
Regarding shipping, we operate from multiple locations, including the US, China, Hong Kong, and France, depending on the product and destination. This flexibility allows us to offer a wider range of products and better shipping times for our customers.
As for your concern about receiving scam calls and messages after your purchase, we want to clarify that we take our customers' privacy very seriously. We do not share or sell any personal data to third parties. If you have experienced this, it is not related to our company, and we encourage you to ensure your information is protected online.
Please provide us with your ticket number or order details so we can assist you further and resolve any outstanding issues.
Thank you for bringing this to our attention. We are here to help and ensure your satisfaction.
SG
Signe G.
Manglende kommunikation
Jeg bestilte en notesbog 28.7. og de trak beløbet med det samme og lovede at sende et tracking no. når varen var afsendt senest 5 arbejdsdage efter bestilling, men jeg har ikke modtaget et link, og de svarer desværre ikke på mine henvendelser. Shipping er estimeret til 7-10 dage.
Order number: KAW-LIZUKGKINIRA
Order date: 2024.07.28 18:30
Response from KawaiiMerch.comAug 24, 2024
Thank you for bringing this to our attention. We sincerely apologize for the inconvenience you've experienced with your order.
After investigating, we found that due to a technical issue, your order was mistakenly marked as abandoned, even though the payment was processed successfully. This error prevented the order from being fulfilled on time, and we deeply regret the oversight.
Please rest assured that we have already processed a full refund to your credit card. You should see the refunded amount shortly. We are actively working to resolve the technical issue that caused this, to prevent it from happening again in the future.
Once again, we apologize for the inconvenience and appreciate your understanding. If you have any further questions or need additional assistance, please don't hesitate to contact us at [email protected].
Thank you for your patience.
PR
Pär-Anders A.
Got the wrong Totoro key chain and it broke first day
Ordered a Totoro key chain that my kid chose. Got another one. Sent a mail to tell them it was wrong — no answer. Sent one more — no answer. My son put it on the backpack and it broke first day at school. Terrible quality.
I kind of knew from the beginning it would be crap, but took a chance.
Response from KawaiiMerch.comAug 24, 2024
We're truly sorry to hear about the issues with your keychain and the lack of response from our team. This is not the experience we want for our customers.
Please provide us with your order details or ticket number so we can look into this for you right away. We want to make this right and will be happy to assist with a replacement or refund, whichever you prefer.
Thank you for bringing this to our attention, and we apologize for any disappointment caused. We’re committed to resolving this for you as quickly as possible.
Best regards
KI
Kim
KAW-9BY|19890MOU Where is my bag
KAW-9BY|19890MOU Where is my bag? I ordered this two weeks ago. I do not want to have to report you. This is ridiculous. I have no tracking number. I have reached out to you several times. Please tell me when my package is coming or give me a tracking number very unsatisfied very.
Response from KawaiiMerch.comAug 24, 2024
Thank you for reaching out and bringing this to our attention. We apologize for the frustration you've experienced.
Unfortunately, the order number provided, "KAW-9BY|19890MOU," does not seem to match any records in our system. To assist you further, could you please provide us with the correct order number or your ticket number? This will allow us to locate your order and provide you with the necessary information, including the tracking details.
We appreciate your patience and are here to help resolve this issue as quickly as possible.
Best regards,
BU
Bubbaloosh
the item came damaged and they never refunded me
the item came damaged and when I requested a refund and return, they emailed back that I would receive a refund and I don't have to return the item but they never sent me back my money..
Response from KawaiiMerch.comJul 4, 2024
I am deeply sorry to hear about the issues you’ve experienced with your recent purchase. We value every customer, and it is concerning to learn that you did not receive the level of service we strive to provide.
Firstly, I apologize for the damaged item you received. This is not the standard we set for our products, and I understand how disappointing this must have been for you.
Regarding your refund, there appears to have been a mix-up in our system. This is entirely our responsibility, and I sincerely apologize for any frustration and inconvenience this has caused. Please rest assured that we are committed to resolving this matter promptly.
I have escalated this issue to our customer service management team to ensure it is addressed immediately. You should expect to see your refund processed within the next 24-48 hours. In the meantime, if you have any further questions or concerns, please do not hesitate to reach out directly at [email protected] , and I will personally oversee that your issue is resolved.
We truly value your business and appreciate your patience and understanding as we work to make this right.
RH
Robert H.
2 months and still waiting for my item
I ordered an item on May 8th and it is now June 10th and I am still waiting for my item. It could not be delivered to my p.o. box, but no one reached out to me and trying to get a response from someone on how to receive my item has been extremely difficult. I will not purchase from them again and I would caution you if you buy from them.
After being redirected to the shipping company, I provided them with a different address since I have a PO Box and after another 3 weeks I still have not received the item.
KawaiiMerch responded to me via email on July 4th and the email was not as nice as their response on this review. I will refrain from posting it for the moment until the matter is resolved.
Response from KawaiiMerch.comJul 4, 2024
I am truly sorry to hear about the delay and difficulty you have experienced with your recent order. Your satisfaction is our top priority, and it is concerning to learn that we fell short of your expectations.
To address your issue promptly, could you please provide us with your order ID and any case ID you may have? This will allow us to investigate the situation thoroughly and find a swift resolution. You can email these details directly to our support team at [email protected].
I apologize for the lack of communication regarding the delivery to your P.O. box and the subsequent delays. This is not the level of service we aim to provide, and we are taking steps to ensure such issues do not recur in the future.
Regarding your request for a refund, once we have your order ID, we will expedite the process and ensure that your refund is processed as quickly as possible.
We genuinely value your feedback and your business, and we are committed to making this right for you. Please do not hesitate to reach out directly if you have any further questions or concerns.
Thank you for your patience and understanding.
TA
Teddy A.
One keychain was different
One keychain was different, but they refunded me money after 10 days.
