Hello Japan Store Reviews 

This is an update to my previous review down below which I cannot alter. After posting the message here I got a prompt response which I was thankful for. I received emails and tracking and my package shortly arrived after my inquiry! I was so happy I can’t begin to tell you! First off, my fault for not paying attention to shipping info. I’m dumb, can’t read and I panicked! After supplying the order number they were able to locate my package and send me email info promptly. What I learned is PATIENCE IS a necessity. I understand the understaffing issue and with Covid and the holidays I can now see how stressed the staff are so please be patient, polite and provide the necessary information needed and someone WILL get back to you!!! I’m happy with my products and want to thank the staff for their patience in dealing with everything and getting in touch with me so promptly. Would order from again. I have faith! Thanks HelloJapan.com!!!

I've preordered four booster boxes of Pokemon cards back in October. Everything went smooth and my articles came by the beginning of December as stated by the website!
Unfortunately only three booster boxes arrived. I contacted the customer support and clarified what has happened and asked for a refund of the 4th box. After some waiting (aprox. 1-2 weeks) they informed me that my inquiry was forwarded to a manager. After two more weeks I've got an email telling me that the issue has been resolved and that I should check my PayPal account - lo and behold my money was back!
I think that some people writing bad reviews here should be a bit more patient and understanding - especially in regards of the current situation.
Everything can be resolved by being a kind human!

Unfortunately I'm having to write a bad review, something that I very rarely have to do as I am a very understanding person when it comes to issues surrounding online orders, especially from abroad. I have been very patient during the whole ordeal knowing that they have a small team.

I made an order in November (Ref: CUVOVWHYS) but never heard of anything back after over a month. I contacted the company several times via email and through their website however I received no reply. I gave it another month before trying again but still had no response.

In January I received an alert that my order was cancelled with no reason given. I again contacted the company to ask why after 2 months my order was cancelled. I made my payment 2 months ago and I could see that the item was currently in stock so there should have been no problems.

I had several items in the order but I can see that one of the items I ordered had increased in price from around £15 all the way above £60+ at the time of my order being cancelled so this makes me think that they realised they could get more money so cancelled preorders in order to sell it at a higher price.

If true, this is not good at all, especially after holding my money for over 2 months with no intention of sending me the product when I could have ordered it from other suppliers instead.

I had intended to make other orders if this was successful but I'm glad I didn't at this stage. I still have not heard back from the company after 6+ attempts.

If someone at the company could get in touch with me to help resolve my order issue, I'll be more than happy to amend my review.

Regards,
Ryan

Edit 1 Feb:
I have since received an email stating that they cancelled my order by mistake. Someone with a similar name asked to cancel their order but they cancelled mine instead. I've asked if they can reinstate my order at the original price and waiting to hear back, guess I'll update this review next month...

Edit 2 March:
I replied to the email last month but I have still not had a reply. I would have thought they would be there to help given they cancelled my order by mistake when another customer contacted them instead.

I placed an order on 1/7/2021 (order number YAVXTLBGX) for a total of $63.44 (52.52 Euros) and have not received any notifications. Afterwards I read on their website they were NOT shipping to America because of Covid-19 and became concerned since they started taking money out of my account under seller "Unknown." I sent them a message regarding my concern and asked if they were not shipping to the USA to cancel my order and give me a refund. I sent that message on the 17th of January and STILL have not received an answer. Im afraid I'm being scammed and they are stealing my money and not going to send me the products I ordered at all. PayPal has refused to help so unless I get assurances and a response here, Ill be forced to report my card stolen and file a claim with my bank for theft and have my accounts frozen. I regret not reading the reviews here and Im not sure how any of these situations played out because they still seem unresolved. Very frustrated, angry and mostly sad and disappointed!

Items are great and for Christmas delivery, I got the items in okay time.

My biggest issue is customer service. I had to email twice to get an initial response. I got told items would be taken off my order and refunded. This didn't happen. I emailed four days later as there'd been no update to my order. I got no response.

If you are lucky The support needs a whole week to answer, or the ignore you ...
i ask Them some questions got an answer several days later. They say they will check my Problem by tomorrow and give me a feedback. Next day i got nothing. The other day nothing too, so i asked Again and from now on they ignore me. After i asked 3 times again.
If i dont get an normal answer with in 2 days, im cancel my order and buy else where because i am now waiting for alsmost 14 days and they say normally it takes 7-10. my order is now for 14 days on: „payment accepted“ and nothing Happen anymore.
I am kinda disapointed :/

I preordered a few Pokémon Booster Boxes about a month ahead of release. Shortly after release, my boxes were shipped out. There did end up being a minor shipping issue. However, I reached out via their Facebook chat and received an insanely quick response as it was almost 1am their time. The shipping issue was resolved that morning during business hours and a few days later the boxes were in my hands. They were incredibly polite and professional.

I highly recommend HelloJapan and will most certainly be buying all my Japanese Pokémon boxes from them. Plus their prices are very hard to beat.

Thank you HelloJapan!

Hello Japan is a scam, despite claiming otherwise. I believe 2 months is more than enough time for you to handle my order. You would know what my order number is if you checked the 10 e mails I sent you, no, I am not going to give our order details on a website, but I will for sure make sure people don't go trough your customer service. You claimed you refunded over a month ago, but I didn't receive the money, no proof of refund etc. DONT BUY FROM THEM

Super site avec un très beau catalogue, livraison rapide malgré la situation actuelle.
J'ai fait plusieurs commande je n'ai jamais été déçue.
Même lorsque j'ai eu un petit problème lors d'une commande et que j'ai fait part de ce problème, une personne adorable, compétente et polyglotte (ce qui a grandement facilité notre échange) s'est occupé de moi très rapidement. En 5 min le problème a été résolu. Je vous recommande fortement ce site. Merci encore à eux

After having validated the online payment (via payplug), back on the website, it appears there is no track of the PO... Goods are still in the cart.
But I was charged the amount !!!
I sent an email to support, no response yet

Good service support, issue solved quickly. ranking update

My order is from October. All I want is some news. Anything. I feel helpless as they have not responded to some (now very desperate emails). Despite their replies here “love” does not express how they feel about their customers or customer service in general.

I ordered already several times there starting in November 2020. I had a problem with a pre-order item, that was not sent so I wrote a message about that item. It took a little time until they responded but to be fair it was in the middle of christmas business. After the reponse my item was sent without hesitation. All the other orders also got through without problems so far. A big plus: As soon the item is marked as shipped, it arrives super quickly (about within a week). I definetly recommend buying there!

I bought 4 Orders on Hellojapan. One Order never arrived. I wrote them and got no response. Without Paypal i wouldnt have my money back. The other Orders arrived with 2 weeks delay in the most lazy and worst packaging. The Pokemon boxes got damaged. This is a terrible site with no customer support. The best case when ordering from them is the item arriving late and damaged. DONT BUY FROM THEM!!!

Never got my shiny star v box it’s a scam

I ordered few plushies and KitKat for a gift and there were a problem with my local post in Belgium. I contacted the support service who explained me all the steps to follow.

You only need a little bit of patience, maybe y'all to used to Amazon but it's the only site where I can find all of the goods I want from Japan

They are simply amazing!! I live over in the states and twice now have I made purchase from this amazing company and been super satisfied !! The have amazing communication and customer service. Very timely shipping and everything got here in a timely manner! I can recommend them enough!! Thank you!!!

I bought I product I live in Canada, they told me I had to change the shipping the link they gave me did not work, I have emailed them for about 2-3 weeks with no answer. I want a refund but I doubt im even going to get that...

Scam site do your Research, they fake positive ratings on Facebook and such.

I’d never been disappointed with hello japan , shipping very fast and items are cheap ! And even with the corona everything was perfect !!! I bought every of my Pokémon collection with them !

I made a good sized order with this website. This company failed to ship the product or even explain what happened. I contact them and they told me they would look into it. Never heard back. I had to work with my credit card company to get a refund. Very sketchy company. Update: company’s response is 100% untrue. I have my correspondence with my bank to prove it. Very dubious company.