"Just another of many companies using COVID-19 as an excuse for bad customer service. At some point, TRSI decided to implement a policy of not sending out partial orders, without telling customers. I placed several orders in November and December of 2020 during their annual holiday sale. In March, I receive an email stating that my card has been declined. In the four months of waiting for the order, I was issued a new card. You cannot edit payment information on the website, so I called customer service. No matter how many times I called, I always got the answering service. I left a message for them to call me back. Nothing. I call and left a message asking them to charge another card on the account, they update a later order but cancel the first order. When I call them again and finally get through and ask why they canceled the first order, the CSR says I never contacted them about the first order, and that they will not honor the sale price. For the last order placed during this period (12/26/2020), I didn’t hear anything for nearly a year (10/28/2021) other than a few emails stating that due to lack of availability they would have to cancel part of my order. When the order hit my account, my bank automatically froze everything thinking it was fraudulent (the original order was $1,350.83, after cancellations the new amount was $1,200.14). I ask if the order can be held until my bank is done with their assessment and the CSR ran the card again, making things worse. As soon as my bank unfreezes my account, I email the CSR back to let them know everything is all set. They canceled my order and invited me to reorder everything at full price. I call them on their BS and said I would never do business with them again, so they canceled the rest of my orders. They didn’t refund my orders mind you, I had to contact them again for that. Total garbage company. Oh, and did I mention that after waiting all that time they weren’t even shipping the order in its entirety?"
"I used to buy my anime VHS tapes from this site, that's how long I've been a dedicated customer. I've only ever had 1 problem with this shipping, when a Tenchi Universe box set I bought never arrived. Customer service had a replacement shipped out and at my doorstep within a week. Sadly the great company that existed back then is no more.
I placed a recent order for my husband's birthday. I got concerned when the tracking information hadn't updated for 5 weeks. I first tried contacting them through their route app. Claim instantly denied for being over 30 days old. Reached out to their customer service website, was sent a claim form with instructions to 1. First file a claim with USPS, then once their investigation was over, 2. attach it to their claim form, which requests LEGAL consent and wait for their investigation to commence. Needless to say I didn't want to another 2-6 months for a replacement or a refund. Luckily I use PayPal for most of online purchases so I have some buyer protection.
According to similar reviews, my account will probably be banned and I'm alright with that. No sense supporting a business that doesn't exist anymore. I'll miss you RightStuf for what you were but certainly not what you are now. "
"I've had 3 years spending genourously with them for the love of anime and yet what do they do after I complain to them about having only refunded to me 5 dollars and some cents of a order that cost 14 dollars and some cents and that i returned IN UNOPENED CONDITION IN THE SAME BOX and they suspended my account forbbiding me from buying anymore with them because I said "your guys policies **** and are unfair, I know there a are more dedicated customers like me who have been disowned too I feel for You guys too bros. DON'T SUPPORT THESE UNGRATEFUL PEOPLE"
"I place an order back in Dec 10th 2017 for my 9 year old son who really wanted this movie for Christmas and that was only thing he really wanted so of course as parent you try to get it for them. I received email on Dec 14th to verify security questions. I called and verified everything then agent stated that item was in early and will be sent out shorty. Now I live in N.Vancouver (Canada) but had the item sent to Point Roberts (USA)which is 45 minutes away (one way). I paid extra shipping so item can be here before Christmas. I drove to point Roberts from Dec 20 to 24th every day to see if the item had arrive but it did not. My son was so disappointed. I called the company on Dec 27th and the agent said that they made a mistake and the order never got filled so I ask them to send it asap. I also inquired about the extra shipping I paid and she said they will only charge me regular shipping. They should have given me free shipping but instead she said I am lucky they are still honoring sale price even tho sale just ended. I would hope they should honoring especially mistake was made in their end. Anyway now today Dec 29th I get another email stating my order was cancelled due to needing verification and I did not contact them in a timely manner. WTF?? So I called them again and I get this rude **** the phone (Courtney) that says ya, you didn’t call us back so its cancelled. Then she says that she sees another order was replaced and she admits mistake was made her their end. I asked her how long do I need to wait for this item and she said its on back order now. I even asked her if they are willing to expedite my item due to their mistake and she flat out said nope! This company has terrible customer service and I recommend everyone who has these kind of experience to share with the founder of this company. You can tweet him Dark Lord Kleckner @shawnekleckner and let him know that his business is suffering because of lack of customer service. And for him to read some of the reviews of his company to better understand what is going on for a successful future for his company. "
"I use to order from Rightstuf all the time. Over the years, the site became worse. USD Prices went up (for Canadian customers, that is a deal breaker) and the website which was great a couple of years ago, has be come worse.
The big issue is what I just dealt with today. I placed an order on December 18th, 2017 during Rightstuf's big Holiday Sale. I ordered $200.00 (USD) worth items which would of costed me over $500.00 (USD) at the normal price. for the last week and a half the status of the order remained at pending. I figured this was do to the X-Mas week rush. Late December 26th, 2017 I checked my shipping status only to be told that it was cancelled. I sent a Case inquiry that moment. The next day on the 27th I received a message telling me to call them by phone. I spoke to both a sale Representative and a Supervisor, and was told they sent an e-mail to me regarding my credit card info was not matching my address and they only give 2 days for this to be sorted. However I never received an e-mail regarding this matter. They not only claimed they sent the message, but also claimed I received it to. They said I was free to re-issue the order, but they would no longer honor the sale prices since the sale ended earlier today.
After that I told them that since they no longer want to treat me as a value customer, I WILL NO LONGER BE DOING BUSINESS WITH THEM.
DO NOT USE THIS COMPANY. NOT WORTH YOUR MONEY."
"RightStuf use to be a decent company. However, over the last few years, I have had more than a handful of complaints and bad experiences with them.
My last order with them was held until they received a repeat of my payment information. Why their system held it is beyond me. My order was using the same shipping address I have been using for years, and the same payment information which I have, again, supplied to them for quite a while. Yet, my order was held.
The additional money I spent to receive my order prior to the holiday was probably a waste. I doubt the package will arrive in time now. I called up the company and spoke with management. They transfered me to the V.P. I voiced my dissatisfaction with this ordeal and was expecting someone to at least care. In the end, I received a list of excuses. Found them hiding behind their ToS. In the end, I feel that they were basically saying everything was my fault. Did not feel like a valued customer with them at all! I will not be ordering from this company again."
"When I asked for a return authorization number for a duplicate item I mistakenly ordered, I was told I had to fill out their form first. The form is titled "claim statement - lost or damaged parcels" and requires a signature that includes the line "I understand the consequences of fraud as described below". I repeatedly tried to explain I was not talking about a damaged shipment, just a simple return. They still refused to provide a return authorization. My BBB case number is 32103530, which is still open."
"I use to buy from this company a lot but over the years I have been buying less and less due to mistakes and bad service, once got charged for them shipping 2 of the same item when only ordering one but the most recent was worst.
I bought some items from their site
doing holiday sell(72.92 worth). This was purchased on Dec.19, as of Jan 12 I still have not
received my items. I contacted them and they told me the package was sent back. So I told them I still wanted the items. I got the response from customer service saying "we'll see".
So now they have had my money for over a month and not are going to honor the sell price
I bought them for.
I still have items in my cart because I was going to order more but enough is enough, its Amazon and Ebay from now on."
"Tried to go to animenation to find it no longer had a store but they redirected me to rightstuff anime. Did my 2015 Black Friday shopping there, and placed a 190$ order. One full week later (on Friday Dec 4th 30 mins before their offices closed over the weekend) I was e-mailed that my order was canceled with no explanation included. After getting in contact with their customer service I was told that the order was canceled due to a declined 1$ authorization charge on the Fri 27th a WEEK earlier than the e-mail! (For which I will be contacting Global Cash Card, stupid payroll card! I am switching over to direct deposit). After asking if I could arrange payment to reopen the order they said they could not facilitate this and that I would have to make a new order with the current prices which when totaled up was over 80$ more.
I am very dissatisfied because Black Friday deals everywhere are long past by the time I was told I had to re-order on Dec 8th.
I will be suggesting to them that they include reasons for canceled orders and if there are payment issues to get in contact in a more timely manner."
"Preordered something from them using a prepaid card with Canadian currency, they took so long to actually charge the card that the Canadian dollar's value dropped enough to not be able to support the charge anymore. They then would not allow me to change my payment method to something that would work, when it was their fault the initial payment didn't work in the first place."
"Historically, Right Stuf has been my absolute favorite site to shop for anime and manga due to their fantastic prices and amazing packaging. Unfortunately, this has changed very drastically with their new website in June 2015.
With the change to the new website, all orders are now pre-authorized for the FULL AMOUNT at time of order, regardless of stock status. So that order of $100 you want to place for items which will not be released for at least three months? Enjoy having to wait a week and not being able to access your money while the charge drops off your credit or debit card - especially if you use a prepaid card!
Additionally, the new site has swapped to a coupon-code system for sales. This means that sale prices are no longer displayed on the item pages, only at checkout, which makes price comparisons and cost tracking more difficult. And since you can only use one coupon per order, it means that you can not take advantage of multiple sales in the same order - even when these sales run simultaneously!
If you are fine with building orders that will be temporarily deducted in their entirety from your card (or paid in full up-front with Paypal), I cannot recommend them enough.
However, if you can't afford/don't want to have possibly-multiple temporary authorizations on your card, I would suggest waiting for a sale when everything you want is in-stock and it won't cause you headaches trying to make sense of which of your card transactions is REAL."
"I understood when I ordered this figure that it was a pre order, BUT when it finally shipped I was very excited and watched the shipping progress. I am VERY DISSATISFIED with the speed in which this figure is making its way to me. I was supposed to get it on the 6th of March, it is the 10th and they just notified me that I was going to be getting it late. I have order many things over the past few months and NEVER have I had an issue with the postal service. I will NEVER order from Right Stuf again."
"They'll send you ripped manga and then customer service will yell at you because there's nothing they can do about it."
"Right Stuf has the best customer service teams in all of anime retailing! If you are ordering from Canada, this is the best place to buy from for your anime needs. Shipping was super fast and packaged incredibly well."
"RightStuf has one of the most amazing customer service teams! Thanks to USPS, a package was delayed for 2 weeks with no updates, although packages shipped days after arrived (USPS during the holidays). They went beyond and created a replicated order for me and placed it on hold till the shipping situation cleared up. Thanks, RS!"