Melissa T.

I ordered a "Like New" book on June 18. The book didn't arrive until July 13, and was in pretty bad shape with significantly bent front and back covers, writing inside, etc. I let Wob know, and was asked to send photos, which I did. On July 23 they replied that they would send me a new book of my choosing within 24 hours, because they claimed they had no copies of that book anymore (though, from what I can see, they did and still do). It's now August 17, and I never heard back after replying to that email, and I am not sure it will ever be resolved, even though two months have passed since I ordered.

Aside from all these issues, they seem to rely heavily on Artificial Intelligence (AI) to reply to customer service inquiries, often with irrelevant information, which left me feeling unheard and not helped.

Edit: Though they offered me a book, I eventually got an unexpected refund instead, on August 23. I added another star since I appreciate them trying to make good in the end.

I've waited to post my review of Sanrio because I wanted to be able to share a finished story, and still wanted to hold out hope things would turn out okay in the end. However, it's been so long, I've decided to post it with no conclusion.

I placed an order on Sanrio.com on November 30,2019. Today it's February 11,2020, and all I have received is excuses. I've seen many similar stories on their social media platforms, and have been surprised in some ways not to see this picked up by news outlets--it seems that unusual of a story.

Whenever questioned, the company (which seemed to have just one person replying to emails, often with a copy and paste) offered unusual excuses, and promises to send the items within a set amount of time that would always come and go without updates. The main excuse was that they were taking inventory, which seems a bit unbelievable to be taking for months without orders being shipped.

The company appears to be in violation of FTC's Mail Order Rule (sending orders within 30 days). They also had a notice on their site that they would get Christmas orders out in time if placed before a certain date, which wasn't accurate.

Sanrio has been a special brand to me since my childhood. It's hard to be disappointed in a brand that's supposed to bring people joy. I hope the US branch of this company can get their act together and will make things right for the many people, including me, they have disappointed.

(I will try to update this review if things are made right. Please note my star rating is based on the current situation. The actual products, if you can get them, are usually decent quality to quite nice.)

Update 3/7/20: I'm pretty sure my order issues with Sanrio have finally reached a conclusion. I wrote to the customer service person we all seem to be reaching and asked to speak to someone higher up. It was then she said she'd get in touch with the warehouse, and soon afterward I received a tracking number. When the package arrived today (March 7,2020), it contained two out of the three items I ordered, with a value (prior to discount code used) of $8.

Sanrio's resolution is that customers impacted by this issue will eventually be getting what's left in stock from their orders for free, and a 40% off coupon code via email (those of us impacted were contacted about this a while back). (Edit 6/24/20: The coupon was non-functioning and did not work.) For me (with a smaller order and the most expensive item not sent), it didn't end up being much of an apology gesture, but I do think it's nice that they did it.

The receipt that came with my order said I placed the order on December 5,2019 and it was packed December 21,2019. Neither one of these is true, and it comes across as Sanrio intentionally fudging their records. My actual order date was November 29,2019, and receipt of 2/3 of order was March 7,2020.