My Disappointing Experience with Tezumi.com
Beautiful Products, but a Very Disappointing Customer Experience
I was looking for a handmade Japanese teapot and found Tezumi while searching online. Based on the quality of their website and product presentation, I believed Tezumi was a trustworthy place to purchase authentic Japanese teaware
Unfortunately, my experience was deeply disappointing.
I ordered the Yellow Nerikomi Marbled Tokoname Kyusu (250ml) after spending a considerable amount of time carefully reviewing the product photos on the website. What convinced me to purchase this teapot was its soft, elegant marbling—especially the beautiful pattern on the handle.
When my order arrived, the teapot I received looked significantly different from the one that had influenced my purchasing decision.
I completely understand that handmade Nerikomi ceramics are unique, and I never expected to receive an identical piece. Natural variations are part of handmade craftsmanship, and I fully respect that.
What disappointed me was not the fact that the teapot was handmade.
What disappointed me was that Tezumi never truly addressed the actual concern I raised.
Throughout our correspondence, Tezumi repeatedly referred to their general policy regarding handmade ceramics and natural variations. However, they never directly addressed the specific concern I was trying to explain.
The appearance of the teapot shown in the product photos was the main reason I decided to make the purchase. I politely explained my concern, requested that Tezumi review the product images displayed at the time of my purchase, and even proposed a partial refund as a reasonable compromise, since returning an international order would involve significant shipping costs, customs fees, and additional expenses.
Unfortunately, this specific concern was never investigated. Instead, every response simply repeated the same explanation about natural variations in handmade ceramics.
I was not asking for a free replacement or making an unreasonable demand. I was simply hoping for a fair discussion, an acknowledgment of my concerns, and a customer-focused solution.
The final response was particularly disappointing. Besides refusing any partial refund, Tezumi ended the conversation by writing:
“Given the back and forth here, we feel it will be impossible to satisfy you in the future. Therefore, we kindly request you refrain from placing future orders with our company.”
As a customer, I found this response both surprising and disheartening.
The teapot itself is well made, but customer service is also an important part of the overall purchasing experience—especially when purchasing premium handmade products.
My advice to future customers is simple:
If you are buying handmade ceramics from Tezumi, please understand that the item you receive may look noticeably different from the product photographs that influenced your purchase. If the exact appearance is important to you, I recommend contacting the seller in advance to clarify what you should expect.
I have attached Tezumi’s final email so readers can see their exact response and draw their own conclusions.
I sincerely hope Tezumi will improve both the way handmade products are presented on their website and the way customer concerns are handled in the future.