Sugo Toys Reviews 64

Prices seem cheaper than anywhere else and I am very happy with packaging and communication. But I feel like shipping options should be more easily available without having to contact management.

I've been using SuGo for years and it's gone down hill. To their credit, they have delivered what was ordered so far, albeit with significant delays often many, many months behind actual release dates. I usually placed larger orders at a fairly consistant rate, but noticed increasing problems with not only the website, but the customer service. Now, I will specify that as happens sometimes, I've had issues arrise and as said issues would, like you should, I notify them and rectify ASAP/immediately (missed payments etc). This eventually became worthless as even leading times on communication were left unreplied to and trying to untangle the mess with their CS later was an absolute nightmare.

Firstly, the website especially as of right now throws consistant 404 issues when navigating logged in sections (support, orders etc) and often hangs for long periods. This is across various devices, not just one device or connection.

Secondly, the time length between replies from customer service varies between a few days to a few weeks. I have proof of this, in fact, I have a whole folder of screenshots highlighting issues across my time dealing with them, which I'll be handing over and using during my dealings with ACCC and QCAT.

The replies, frustratingly, never seem to fully get what you're trying to convey, which given the response times, physically in relation to our Australian timezones, leads me to believe some parts of the CS are foreign. There's no issue with this, except the part where it's your money they're dealing with and giving replies completely unrelated to what you've said or asked. With this in mind, it doesn't matter how specific or precise you are, because it still results in glanced over, inaccurate replies that don't address your issues.

I'm currently in the process in trying to cancel and get refunds for 3 medium-large orders over $700 (4, technically, as one is an off-shoot of the others and has been given a different order number) and have spoken to and gotten advice from ACCC on how to proceed. I've emailed them my cancellation and how I would like to proceed, with said advice in mind and what I'm entitled to, which after the first email ignoring outright what was asked, have just again replied this time ignoring about half of what was asked, while still mucking up the part they 'sort of' got right.

So, for clarity as they seem to be responsive here and will check order numbers, the orders being cancelled are; #SG2591026583217 & #SG2631631524211 which are the same order and due to issues on their end (website technicalities preventing me from paying, with screenshot proof, and communication breakdown across weeks) I've requested a full refund including any deposits, as outlined in the emails I've sent. This was the advised route to take regarding that order. The other two orders being cancelled are #SG2532723390929 & #SG2562124983151 which I am cancelling out of principle, and have told them I accept their cancellation fee. I The total, before their deductions is $2313, meaning it's approximately $2085 they need to refund.

I would like to hope this will be resolved before I need to take it further, but take it further I certainly will. For now, I go back to the days-at-a-time replies with them.

I've been buying with Sugo Toys for a while and haven't run into any issues, unfortunately my most recent purchase had a factory issue and was defective. I let them know, provided the details they needed and was promptly sent a return label.

As soon as they received it, they needed to inspect it but as soon as they did I was promptly refunded in full, including the deposit I put in for the order the year earlier.

I can't thank Tina enough, she was very helpful throughout the process and made it easy for me. I can't recommend Sugo Toys enough.

Best retailer in all of Australia when it comes to figurines!

Pre-Ordered the Arataki Itto figure from Ghost Studio in February, was dispatched on April the 15th and delivered today (28th of April).
Mind you, delivery from Australia to Germany.

Had no issues, except the website not properly showing the dispatching date.

Contacted support, they said it would be dispatched sometime in April and that was correct.

Order arrived, had to pay no customs (would've been 11€, but delivery guy was new and clueless).

Figure arrived nearly undamaged, only a small piece broke off, but that was easy to glue.
Sadly to be expected when delivery is nearly halfway across the globe. Even the best packaging wouldn't be able to save anything from the brilliant competence of AusPost and DHL.

Very happy with the order, arrived on time, price was also very okay.

As sad as it is, I'm not sure I can recommend Sugo Toys anymore.

I have been purchasing from them regularly and have very rarely had any problems, however, on my second most recent order from them I have had so many problems that it has made me reconsider purchasing from them again.
The order in question (#SG2511221955801) was for 5 items and was over the threshold for free shipping.
I have had to contact support about this order 3 different times.
The first was due to confusing wording that made it sound like I had to pay shipping. I was informed that was not the case and that I could wait for the other items to come in and would receive free shipping. They then shipped 3 of the items with free shipping. Because of this I ended up having to pay for shipping on the 4th item anyway.
The second time I contacted support was because I was told that if I wanted those 3 items shipped to the address I had set, the address almost all of my previous orders went to, then I would have to pay extra. On an order with "free shipping".
Now the most recent time I have contacted support was to follow up on the 5th and final item in the order which I had not had an update on for quite a while. I had frankly gotten used to orders from Sugo being delayed, because I have found that most pre-order items aren't delivered in the original ETA window, but this was supposed to be delivered "within 2025". The reply I got from support was that this item was "affected by an inventory discrepancy" and they simply forgot to tell me. THEN they offered a refund in the form of store credit. WTF? Because I found out about this issue so late, I now cannot find this item at any other retailer, so if I want to get it I will probably have to pay an exorbitant amount to get it second hand. They have offered no compensation for their screw up.

I do also have a few complaints about the website as a whole. Since an update last year, the search system has severely degraded and now it can be really difficult to find some items. Also, if you are signed in and leave the tab for long enough it will sign you out, even if you tick remember me, and I have had it glitch out when reloading a signed out tab and lost what was on it. The browser back button does not work in these cases.

As I mentioned earlier, I do have another order still pending with them. Hopefully this one goes better. I will update the review if my latest order goes well, or if they come back to me to offer compensation.

Edit: Update to add order number (#SG2511221955801)

Product was organised and shipped very quickly,

I’ve been a long-time customer with Sugo. I sent a ticket to check on two GK orders that were listed on another site as “abandoned projects,” along with two other orders for updates. Tina was very helpful, she got back to me within a week of her initial reply with an update. I was refunded my preorder amounts for both abandoned statues and received updates on the other two orders.

Issue resolved quickly once I was able to contact the customer service.

I’ve been a long-time client of Sugo, and I can attest to their professionalism and reliability. From ordering through delivery, even down to payment concerns, they’ve been consistently responsive and easy to work with.

Sugo will randomly delay preorders by months and some times just delete the realese date from the site so you have no idea when your order will even come out

Great product, arrived perfect time, looking forward to receiving more products in future. Great service!

I preordered the Echocalypse Leviathan 1/7 figurine from Sugo Toys in March 2025 as new/first-release stock, with an advertised arrival of May/June 2025.

The manufacturer delay pushed the actual release to August 2025. Despite the figure being widely available worldwide for over 7 months (and now sold as clearance on sites like AmiAmi), I still have not received it as of late March 2026 that’s over 12 months later.

I sent more than a dozen emails chasing updates or a refund. Responses were sporadic, often claimed “technical issues”, and arrival dates kept shifting with no real resolution. In January 2026 they even told me it was “on its way”, it wasn’t.

After a formal 7-day notice of complaint demanding a refund in March 2026, Then another final demand notice for a refund in March 2026 both requesting a refund and cancellation, they have ignored both.

This level of delay on a long-released item is unacceptable. The contract of this deal has been long broken, and I have requested a full refund, but the process has been painful and drawn out. I’ve now escalated to Consumer Affairs Victoria and they have advised me to prepare for VCAT.

Would not recommend Sugo Toys for preorders if you value timely communication and delivery of the item you want, or even a refund.

Deposité y epseré a que salga la figura, todo muy bien con el pago y el envío

Serious collector-grade service. Ordered a high-value Infinity Studio piece from Australia to the UK — packed properly (outer box protected, no corner dings), shipped quickly, and communication was on point. Invoice support also handled without fuss.

They clearly understand what matters to collectors. Wouldn’t hesitate to buy again.

Good service. Packaged extremely well no missing parts. Fast delivery.

Webisite is soo easy to navigate, transaction and checking out is very smooth too.
Quality of goods is excellent.
Customer service is also² top notch. They would help you to ensure you get your answer and satisfies with it.