I reported this issue to them across several emails and pointed out their website description clearly states that a digital code is included. DO NOT PREORDER FROM THIS SITE THEY ARE SCAMMERS. I like this company and I have purchased a few things there over time. They also do giveaways if you have any tom points. They assume that you had red their email after they sent it. Unfortunately, obi (a small decorative paper slip included with some Japanese books and manga) are not considered part of the product by the publisher. Although most of their selection is for pre-adult audience it is not that that big of a problem and I am fine with that. 13.01.2015 - “The KanColle anime is just starting! The customer service is good and responsive. We are unfortunately not able to retroactively apply any new promotions or sales prices to orders made before those promotions/sales were available. Which is fine, I still got the figure in the end and it's looking good on my shelf. Can I return an item or exchange it for a different version? © 2021 Trustpilot, Inc. All rights reserved. Yes. I have never had a company lie and treat me so horribly. I know if may not be their fault since they do not decide when the pre-ordered products get shipped out. Overall TOM is a great company and a good variety of products. The collectors item is long sold out and can no longer be replaced.Avoid them at all costs for your purchases. When I bought the keychain, it said nothing about being unable to cancel. Overall in my opinion this is the best place to buy figures. Why hasn't it shipped yet? I've had to send multiple emails trying to ask why they ship single items one at a time on the same order with the same release month and got back "it's because only one item was in stock at the time". The prices for items shipping from our warehouse in Japan may be subject to change without notification due to fluctuating exchange rates. They are very disorganized when it comes to orders, consolidating shipping, or systematizing pre-orders or changes. Pre-ordered a collectors figure over a year and a half ago. Why can't I use TOM Points on my TOM Shop order? Since then I have been in a long debate via email and twitter with the company. Literally took 2 weeks just to leave japan and then another 6 to reach me in the UK. Overall a decent company but get a bad rap for things they cannot control. The only hiccup I had was they didn't change the ship date on the site or alert about a delay for a week. Tokyo Otaku Mode Free Shipping Policy. There is a product I would like to purchase, but you don't sell it! It’s now OCTOBER 2019 and I haven’t recieved it. What an ill way of making money, not make but steal my money without me knowing and refuse to refund when I found out. Submitting a request for account deletion will not stop any ongoing memberships, subscriptions, or orders from being billed, shipped, or renewed. Items arrive well packed and not damaged. This is nice because shipping invoices from Japanese retailers months after you placed your order can be a very unpleasant surprise.They also run a lot of coupons which help sweeten the deal. Another site I saw would only quote shipping when it shipped, so months later you might find they want 30 or 80 bucks for shipping. Oh and expect a custom fee if you’re in a country like the UK. You can apply TOM Points you've earned to discount y... To input a coupon code, please first make sure you have a TOM account and are logged in. I want to purchase a product that is out of stock. What if i have 200 emails coming in everyday then? Each time you earn TOM Points they become usable on your next order. Shipper was not broken at all, meaning they knowingly sent an item with a broken box to me. This c... After TOM Points expire, they cannot be returned to you or re-credited. In this case, you will see a warning in red text on the actual Product Page and your Checkout page (under the product’s price) stating that you cann... "The maximum amount of TOM Points for each product is always displayed beneath its actual Price, and is displayed with any ongoing promotion rates already applied. Almost a $100 difference in price. Such products are manufactured solely for you as a custom order. Can I use more than one coupon per transaction? They tried to use my old credit card to charge $1, it was declined of course, but they are sneaky and try to take a $1 here and there and hope nobody notices. Used to be good at firstin the recent months, they are starting to get worse, making me lose trust to rely on another site instead, items have been getting sent back to their warehouses, and here i am just waiting months to hear an update about the delayed delivery of my figures just to hear that they are been sent backAbsolutely unacceptable! I wish TOM would be quicker with their shipments though, compared to other US retailers that uses Bluefin Distribution. Been using this for around 2 years 4.5 stars. Will my items be gift wrapped separately? Even if the item goes out of stock afterward, it should have no effect on your existing order. At the time of this review, I've received 10 shipments with no damaged goods.You're bound to find cheaper prices elsewhere but Tokyo Otaku Mode does not sell bootlegs, and more importantly, tell you what shipping will cost at the time of (pre-)order. Are you guys excited? Most of the pre-orders are a "second or more release" of a figure and I could buy one used. What if I abandon my email account after purchase and forgotten all about it ? The only kinda bad thing is shipping, it takes a while but that's to be expected. Good shop and have ordered from them multiple times, never order around Christmas though! Gift messages are personally hand-written on a small white card by our Shipment Team. They withhold preorders!! They also have tried to lie claiming I only paid $10 in shipping when I paid the $10 AND the additional $50, and it was the same agent who charged me the additional shipping fee who claimed I only paid $10. Coupons cannot be applied to the shipping charge. Will not exchange it, offered store credit. However, I am very picky with my figures and I don't like them second hand. My first two times buying from TOM were good. Tokyo Otaku automatic renew for TOM premium is nothing but a SCAM, it automatically renew and charge without asking any confirmation . The more discounts applied to a... TOM Points expire after 60 days from the last time you earn TOM Points. The company is publicly lying on twitter making claims that they "would manually reship … Does TOM offer customer support in languages other than English? Pre-orders are charged immediately after they are placed. The email will be sent... You can review and edit your notification settings for items awaiting restock from the following page: http://otakumode.com/restock_notifications. Don't buy from them if you care about the boxes of your figures. nothing but a total CHEATER / SCAM . Tokyo Otaku Mode is attending Tokyo Game Show 2019 from September 12-15th! However, the remainder of the coupon will be forfeited upon use. But sometimes TOM doesn't ship out until April. If they could work on their service the over price premium might be worth it to buy from them. I've never had any problems besides a long shipping date. For details on the current exchange rate, please click here. 640 Followers, 27 Following, 94 Posts - See Instagram photos and videos from Tokyo Otaku Mode TOKYO (@otakumode_jp) The product I just purchased now says it is out of stock! I have never bought a product from here yet have attempted to take £0.77 luckily declined by my bank but have so be careful they will try take money from you even if you haven't bought a product from them. We are therefore unable to offer support for dam... Once you have completed an order, the product(s) you have purchased are reserved in your name. Special Order/TOM Special Creator Products. Since then I have been in a long debate via email and twitter with the company. How can I know when it will be back in stock? A reservation is placed by completely paying... We do not accept cancellations for pre-order products. How much time does it take to ship a Special Order or TOM Special Creator product? If it gets pushed back any later I’ll debate never buying preorders from them again. just getting email about them been cancelled, it's like i'm wasting my time for weeks just to wait to hear an update about them, & well they would refund you, but not fully, they will partly refund you excluding the shipping cost so you are basically wasting money for nothing since you can't get your refund in fullI think i can easily say i'm switching to AmiAmi & leaving tom for good so i won't have to deal with delayed & unprofessional service. Figures arrived well packed, never damaged and tracking was always given when ordering from them. I asked Tokyo Otaku Mode to reship the figure but they claimed they are not able to reship items?? I just cant support that. The delivery date has gotten pushed back 4 times on the site. When are shipments fulfilled for pre-order products? My funds and are withholding my item and agreed to send the to. 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