Ordered a backpack and was sent a purse. I emailed them and sent them a contact form through their website. Zero response. No customer service. Terrible company.
DC
Dana C.
Don’t recommend
Im in USA. In the FAQ it said it’ll be 7-10 business days for USA. I ordered almost 3 weeks ago. Tracking didn’t update. When it finally did, it said it was sent back to the sender. I tried messaging them and calling and there’s no way I could get in contact with them. I would never order from this place again. I ordered a bookbag for like $90 and didn’t even come on time for school. I had to purchase my daughter another book bag. Also, I didn’t realize it was coming from China. It’s super over priced for something coming from China and has the worse customer service ever. I want my money back.
JC
Joelle C.
Says "Delivered" but never was.
Update 8/17/23
Shortly after posting this review, I was contacted by kawaiimerch very quickly. They apologized for the inconvenience and gave me a full refund, which I greatly appreciate.
I ordered a backpack from kawaiimerch for my son (KAW-S65CZP48CXSD). The backpack should have been here before the first day of school. Kawaiimerch provides a tracking number, but they do not disclose which carrier will be making the delivery. The backpack was tracked as "delivered". However, after checking my mailbox, front porch, with neighbors, and viewing ring footage, the package was never delivered to my house. So, the carrier, whoever that is, must have delivered it to a wrong address. The address I provided is 100% correct so I'm not sure why this happened. Needless to say, I had to go out and buy my son a different backpack for school. I have reached out twice to kawaii merch via support email and filled out the form on their page and I've heard nothing back. I'm extremely disappointed and feel like I should have just ordered from a more reliable source like Amazon or Target. I shouldn't have to pay for a backpack that I never received, and I should have received a response to my concern. I feel like I was robbed.
Response from KawaiiMerch.comAug 17, 2023
Dear Joelle,
We sincerely apologize for the inconvenience you're facing regarding the delivery of your package. We understand how important it is for you to have received the backpack for your son's first day of school.
Upon checking the tracking information, it does show that the package was marked as delivered. We're currently in touch with the shipping company to gather more details about the delivery process to understand what might have happened.
However, regardless of the situation, we want to prioritize your satisfaction. As a gesture of our commitment to your experience, we've decided to issue a full refund for your order. We understand the disappointment this has caused, and we want to make it right for you.
We genuinely apologize for any confusion or inconvenience this situation may have caused. We always strive to provide the best service and products to our customers, and we're disappointed that we couldn't meet your expectations this time.
Once again, we're truly sorry for this experience.
Thank you for your understanding, and please let us know if there's anything else we can assist you with.
Best regards
HE
Heather
Buy at your own risk!!!
Ordered a backpack for my daughter, and never recieved a email confirmation on my order from their website. Just like a lot of others who negativly reviewed this site, absolutely no communication from kawaiimerch.com. I tried calling (non working number), I emailed them and waited 8 days with no response, then I filled out a form on their website with "not receiving notifications" as they said to do and waited another week with no response. I believe it's hit-or-miss with this company....buyer beware. I disputed my payment
Response from KawaiiMerch.comAug 8, 2023
Hello,
We sincerely apologize for the inconvenience you've faced with your order from KawaiiMerch.com. We understand your frustration and are truly sorry for the lack of communication and the issues you've encountered.
First and foremost, we would like to request your order number so that we can investigate this matter thoroughly and provide you with a swift resolution. We're committed to addressing this situation and ensuring that you receive the assistance you deserve.
We want to inform you that we have been experiencing some challenges in delivering emails to certain domains including iCloud, Yahoo, MSN, and a few others. This might explain why you didn't receive the email confirmation and notifications. We're actively working on resolving this issue to ensure that all our customers receive timely updates.
Your feedback is incredibly valuable in helping us identify areas for enhancement, and we're taking immediate steps to improve our communication processes.
Once we have your order number, we will prioritize resolving this issue for you promptly. We understand the importance of effective communication and ensuring that our customers have a positive experience with us.
Thank you for bringing this matter to our attention, and we sincerely hope to rectify the situation for you. Please provide us with your order number, and we will be in touch as soon as possible to assist you further.
Best regards
AG
A. G.
Never received order
Update: A few days after I posted this review, I heard from KawaiiMerch. They said they'd send the item AND refund the entire cost. I received the item. It's of good quality.
They never addressed why they never answered my 3 emails or the request for refund I filed using their form on their website. I believe if I hadn't reviewed them on this site, I would never have received the item or a refund. I won't order from them again.
On March 23rd, 2023, I placed an order and received a confirmation email.
On May 8, I sent an email inquiring about my order to Support at the address on the website.
I never heard from them.
I sent another email on May 24.
I never heard from them.
On July 3, I filled out a form on their website requesting a refund. I haven't heard from them.
I have never experienced anything like this. I am beyond frustrated.
JI
Jinji
No item
Ordered an item in March, it’s June now and I have received no update. I have contacted the store multiple times and still have received nothing back from them (contacted them weeks ago through their linked number, store contact page, and email). Definitely a scam store so just save your money and purchase elsewhere.
Response from KawaiiMerch.comJun 29, 2023
We sincerely apologize for the disappointing experience you've had with our store. We understand your frustration and would like to address the issues you encountered.
First and foremost, we want to acknowledge that we had been facing some staffing problems in the past two months, which unfortunately resulted in delayed responses and inadequate customer support. We deeply regret any inconvenience caused and assure you that we have taken immediate measures to rectify this situation.
We genuinely value your business and want to make things right for you. To address your concern, we kindly request that you please reach out to us again with your order number. This will enable us to investigate the matter thoroughly and take appropriate actions. We are fully committed to either resending your order promptly or providing you with a full refund, based on your preference.
Once again, we apologize for the inconvenience caused and assure you that we are dedicated to improving our service to meet and exceed your expectations. Your satisfaction is our top priority, and we are determined to regain your trust.
We sincerely hope you will give us another chance to serve you and provide the experience you deserve. Please do not hesitate to contact us with your order number, and we will ensure a swift resolution.
Thank you for bringing this matter to our attention, and we look forward to hearing from you soon.
Best regards,
KawaiiMerch Team
AA
Annoyed as H.
Scammers! I want a refund!
I ordered a backpack for my niece in January 2023 it's now June and she hasn't received it. I never received a shipping confirmation and I emailed a few times with order number and info!! Sill nothing! I want for money back!!!
***Ordered from the actual website.**"*"
Response from KawaiiMerch.comJun 29, 2023
We apologize for the delay in delivering the backpack you ordered for your niece. We understand your frustration and want to make things right for you.
Please provide us with your order number and relevant details so that we can investigate and take immediate action. We are ready to offer you a full refund or expedite the delivery at no additional cost.
Your satisfaction is our top priority, and we apologize for any inconvenience caused. We appreciate your patience and understanding.
Please contact us with your order number, and we will work towards resolving this matter.
Best regards
YR
yr
Received a knock off version of my…
Received a knock off version of my item. No one responds to inquiries about refund. Item was listed as official merch but was clearly not.
