OtakuMode

I order 630$ worth of figures and receive one with the box damaged and a figure molding badly done it was cracked. They refuse to refund my whole item price and ban me from the website. They said boxes aren't considered item damage of box is damage which decreased it value

Bought a keychain that was supposed to be free, ended up being more than $20 thanks to shipping and other fees they didn't include on the receipt until after I bought it.

They also do not let you cancel your preorders which they do not say.

Would also give 0 stars if I could do not bother buying from TOM save your money and go to a different site.

Bought an item from them in late 2022, told to receive by Jan 2023, then June 2023,
Until today have yet to received. Now receive an email stating they will send in Nov 2023.

If I could give 0 stars I would! Pre-ordered a collectors figure over a year and a half ago. I waited patiently through manufacturer delays and then the Tokyo Otaku Mode delays due to COVID-19. Got contacted asking for an extra $50USD to ship my item and agreed to send the increase to get my collectors item. The figure was shipped with the documentation incorrectly filled out so customs rejected the item entry into my country. I asked Tokyo Otaku Mode to reship the figure but they claimed they are not able to reship items?

Since then I have been in a long debate via email and twitter with the company. The company is publicly lying on twitter making claims that they "would manually reship the figure" but then saying in email they cannot do that. They tried to push their "premium subscription" service on me in the middle of this all. They also have accused me of refusing the package when tracking clearly shows the closest city the item made it to in relation to where I live still had an ocean between it and my city. They also have tried to lie claiming I only paid $10 in shipping when I paid the $10 AND the additional $50, and it was the same agent who charged me the additional shipping fee who claimed I only paid $10. They still have 100% of my funds and are withholding my item. As a result I will have to research the legal options available to me and have opened a formal dispute via paypal against this company. The collectors item is long sold out and can no longer be replaced.

Avoid them at all costs for your purchases. I have never had a company lie and treat me so horribly.

https://otakumode.com/order/61e8dfe1a8176c*******eb0e2

It suppose to be shipped few weeks ago. When I order mine months ago. Bad service, no refund, no thing. No item recieved,. This website is a scam artist that can take your money from your account. I lucky found a better service. This people from Japan dont seems to care. DO NOT TRUST THIS WEBSITE

I bought one item as a birthday present for my brother. I paid for expedited shipping so it would arrive around the time of his birthday. It arrived 1 month later.

Tokyo Otaku Mode also enrolled me into their premium membership program without my consent and set me up on automatic renewal. Since that one gift purchase for my brother, I did not buy a single thing. I was billed $15 three months later. I contacted TOM to dispute this. They refuse to give me a refund.

Don't buy from this site. It's absolutely not worth it.

A month after I order from here I was charged $14 dollars to continue my "Premium Membership". But I never signed up for the membership was automatically enrolled after made my purchase, I would not trust this seller with my information if given the chance again and would recommend you stay away.

Good site if you like smashed packages and terrible support
Support doesn't care, cheaper and less damage ordering from hlj.com or amiami.com

I ordered high-end figures which were supposedly available and in stock for Christmas and weeks passed without any update on the order. All the while I was using their response form to ask about the status. They did not respond. After weeks I was still on pre-order status for figures apparently available for more than a month. They just don't respond. Their auto-system was very timely, however, about signing me up for premium which I did not want or request. So I have cancelled all orders now and still no response. The website is plastered with notices about how they respond within 1-2 business days which is completely untrue. They also warn about shipping delays of 2-3 business days. The actual delays would be more like 20 business days which makes buying for holidays impossible. Hey TOM, take my advice and fire your managers immediately. Their incompetence is destroying your business. They lost thousands of dollars in business from me. The least you can do is respond to your customers.

Sent me an item with a broken box. Shipper was not broken at all, meaning they knowingly sent an item with a broken box to me. Will not exchange it, offered store credit. Don't buy from them if you care about the boxes of your figures.

I pre-ordered a Figma figure of Guyver III back in February from this site, with the site claiming expected ship date would be in July. Problem 1 right there, because it's August 2nd and I'm still awaiting my shipment.

Problem 2 - when they received the stock in just under a week ago, it immediately went up for sale on their site. The item page states it should ship out in 2 business days. I've officially waited longer than that since they received their stock.

Problem 3 - the really big issue - their customer service team doesn't seem to give a damn at all! I've received conflicting reports (one told me my item is package and sitting on a shipping dock just awaiting transfer to postal service, that was two days ago, another told me they're experiencing delays due to a singular holiday in Japan two weeks ago) and then was flat out refused to be helped by their Facebook CS person, because I already had a reply by someone through e-mail!

That's right - I was ignored and told to just wait for someone else who already helped me before to get back to me -.- And they continued to ignore me even after I pointed out that the e-mail CS person, is also ignoring me!

So yeah - I have no clue when my item is shipping, and I can't get a straight answer out of anyone as to what's going on. Terrible, terrible experience, incompetent as hell company.

Initially I had one big order of items with my shipping address as America, however some of the items I ordered wouldn't ship to America and only shipped to Asian countries (Hong Kong, Thailand, Philippines etc.). I decided to divide my orders into two, the other half being sent to America and the half that only shipped to Asian countries I sent to Philippines (as I had relatives there). The American half was fine and arrived on time, however the other half never moved? I had kept checking my TOM account for updates and also e-mails. It had not moved to the "shipped" step even after more than 2 weeks, and all this time I never realised that they had actually cancelled my order. They sent an e-mail to the paypal address but never to the account address, which I think is very bad customer service. I am now in the middle of sorting it out and am very disappointed with the website. I do not know why they had not contacted my account e-mail about this sooner and why they only decided to contact my paypal e-mail (they are not the same).