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SANRIO Reviews Summary
The company exhibits a mixed reputation, with customers praising the quality and cuteness of products, particularly those made in Japan. However, numerous reviews highlight significant concerns regarding customer service, including delayed shipping, unresponsive support, and difficulties with returns and refunds. Many customers report issues with incomplete orders and lack of communication, leading to frustration and distrust. While some positive experiences exist, the overwhelming sentiment suggests a need for improved customer service practices and better order fulfillment to enhance overall customer satisfaction and loyalty.
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Fraudulent transaction carried out at Sanrio using my card. Customer advisors have been slow to deal with the matter and have not listened to me or taken my case seriously. Still awaiting pending fraudulent transaction to be cancelled as promised days ago. Avoid.
It's horrible about how long their response time is to fix problems and their lack of communication through misleading emails which doesn't help the customer out at all! They ignore your requests to get tracking information or replace broken/damage items they send out! They need #800 to take calls instead of emails which lead to nowhere or resolutions!
I buy my item on January 20th and then 4 days later they sent me another email regarding my item that has been shipped. I recieved it on the mail today ( January 28). Very fast and location of the delivery is Atlanta, Georgia. I did 5-7business days shipping and recieved it a couple days later. Thank you!
I impluse ordered a few items off of Sanrio's website about a week ago. Happy to report that my experience was pleasant and uneventful! Ordered my stuff, received a confirmation email when I completed the purchase, later received a different email when the items shipped with a tracking number included. Came via USPS a couple of days later. Not gonna dispute some of the horror stories here, but I personally had no issues.
No customer service! Tried sending email numerous times and just keep receiving canned responses! No number to call! Didnt get my free item promo for Black Friday! Can't even do a return because I have to pay to send it back!
Made a large order on 10/17, since then I have emailed customer service several times to determine shipping date and arrival. With each question I receive same answer, that my order has shipped. Last 2 emails to customer service have no response. Today is November 14, still no delivery. There is no way to contact company via telephone. This is sad because my grandchildren love this product. Does anyone have an answer how to contact the company directly?
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!
I spent $65 on merchandise from Sanrio.com, and it costs $23 to ship to Canada. While the shipping was reasonably quick (8 days), I had to pay $44 in duties. The last time I ordered from Sanrio was a few years ago and I do not recall having to pay so much for shipping or the duty fees after receiving my package. So in total, I paid $88US + $44CDN just for $65 worth of merchandise. I'm quite disappointed because I assumed the expensive shipping would cover most or at least some of the custom taxes.
Fast and efficient delivery. And not sure if it was a glitch in their system or them just feeling generous but I got one of my orders for free. And hey, who am I to say know to saving $40!
Feel bad for these older more negative complaints but glad to see they've improved since then!
I debated on whether to place an order for a month. They only allow one offer per order, the shipping is extremely expensive as are the items on the website. I placed an order. I got one confirmation email. There was absolutely no information after that, no tracking email and I couldnt even track it on the website. I got scared that something happened and it was really hard to find the customer service email. I probably got an email two days later saying my packed was being delivered that day. Its bull$#*! I never got a tracking number and for the gift with purchase for my order they gave me he ugliest worst character. I never even saw that character in my life. Ill never order again. A $34 shopping fee with no tracking details or customer service - NO THANKS! Ive also spread the word thats its not worth it to anyone else I know. Just find the items on eBay and Amazon!
We placed a Christmas order and didn't receive any type of email confirmation. I fortunately took a screen shot of the order page which had an order number. We inquired about the order and they said it was delivered except that we never got it, rather than help us, they told us it was our fault for selecting specific delivery method which had all to do with delivery dates and nothing about signature option or insurance option. We didn't even know it was delivered until we inquired. We didn't get any type of email notifications. Their customer service is horrible and now we're basically out $132 and our sisters doesn't have a Christmas gift.
In November I placed an order and it was rough. I was told that they were in transition and I decided to place a large order in January to see how they are doing. Well, my order went through well and no issue! I called customer service and a wonderful woman helped me out. Seriously, I don't know what happened at the end of last year, but man, their customer service and delivery has greatly improved!
They take the money but don't send the merchandise. DISGUSTED! This is a scandal. Report to the bureau! I contacted numerous times via email and voicemail but no avail.
... than order from here again! I placed an order in November for a Hello Kitty Christmas sweater with a promo code for a free item. Two weeks later, I only received the free item. Christmas has passed now and still no sweater. 6 calls to customer service during business hours, no answer. 4 emails to customer service, no answer. The two tracking numbers they supplied me are the exact same number & tracked only the free item. They had no problem taking my money. $40 for a free item? This is criminal.
I ordered 6 items from Sanrio.com at the beginning of December, and have only received 2 of them. However, Sanrio.com still charged me for all 6 items. They kept the money, but also kept the items I purchased. That's called stealing.
Customer service is literally unreachable. They don't respond to emails, don't answer the phone, and don't respond to messages. I've been shopping with Sanrio.com for well over 10 years, and will no longer shop with them ever again. This is completely unacceptable.
Customer service will not answer their phone! I only received a partial order and have no way of finding out where my other items are! They definitely have no problem taking your payment! But you can get through on the phone and will never respond to your emails.
I had exactly the same experience as another user -- I placed a Black Friday order to get the free HK blanket with the promotional code. No blanket, no response to two emails, one voicemail, and a separate message via Sanrio's online form. Feels like a scam.
Their products made in Japan, high quality and cute, but the company handle the orders irresponsibly. Placed an order and applied their coupon code with free Hello Kitty blanket, my product came without the free gift, please note their policy: all products need to be returned together with the free gift or free gift charge full price, they have double standards, they can skip the free gift but customers need to return it.
Wrote a post regarding their bad customer service in their Facebook, they deleted my post, so you never see any negative posts there
Their telephone hotline no one pick up, no one call back even you left a message; email them they respond randomly and after a few days.
Don't waste your money there
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.
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,
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members