"As soon as I got a notice of an item being shipped for over $50 in shipping I asked that the order be canceled. They replied and refused and shipped the item two days later. The other item in the order was charged 2 days earlier and its been over two weeks and it never arrived. They then blocked me from the website for opening a paypal dispute after they refused to do anything. I will never shop there again and would warn anyone else to shop elsewhere."

"Company misshipped my item and never refunded me even though I received nothing. Blamed me for their mishandling and mislabeling. Said I didn’t pick up the item for over a month, the item never got to me, because it was mislabeled. Their ‘customer service’ representatives were extremely rude and stubborn and only wanted to find ways to blame the customer so they wouldn’t have to issue a refund. "

"the customer service is very very very terrible. Mark Kutsugi is the worst guy from hlj ."

"what started out as good service in way of prompt replies to emails.. and an allowance to remove a item from cart or private warehouse-assuming with full credit. I have NOT received credit/refund for that item -after bout 3 weeks..(1/32 phantom)..I was expecting credit to my account..which would come off the future , larger purchase . secondly.. i added a 1/32 scale B-17 to my warehouse... but it was NOT showing up in my private warehouse after some days..... so i think I added again..(I thought it must have expired or ?? who knows ?? problem with the site ??..I certainly didn't want 2 of them ....) now i find out weeks later that it was APPARENTLY in there (which meant i had 2) and now have been charged for it
I have emailed about it..and getting told - too bad stay clear of these people..and there are cheaper stores anyways ill be getting money back thru my bank. full control over private warehouse..no actually that is NOT the case fraudsters !!"

"I don't understand all the negative feedbacks from this site but the merchants aren't even slightly bad. They are a legitimate business that sell collectible anime figures. They even make it easy for their customers to make transactions between american dollars and their currency. I totally had a great experience with them."

"Have happily used HLJ for years with no issues, have no issues ordering and pre ordering items and shipments come as and when i want them and at the cheapest rate if i had not chose a specific shipment myself, great choice and prices and even taking into account import fees to my remote corner of the globe well worth it."

"WHY ONLY 2 STARS, HLJ IS EXCELLENT IN THEIR SERVICES, ORDERS ARE PACKED VERY WELL AND DELIVERS ON TIME, I AM ONE OF THEIR BUYERS ON LINE.

LUISITO M."

"Been shopping from HLJ for almost a decade now. Can't believe most of the comments here. Compared to other online hobby stores HLJ is fantastic. Great prices, huge catalog of products and the Private Warehouse feature that let's you save a lot of money on shipping. The few times I have sent a question to their customer service they have replied withing 24 hours, even though there is a big time differetnce between the east coast and japan. Not like other stores where you should be happy to get a reply within a week, if at all.

HLJ is trustworthy, cheap and helpful. I am happy to be one of their customers."

"A very helpful service and very flexible.
My orders have always been on time and packaged well."

"I was charged a pretty hefty EMS shipping fee when I was unable to check my emails when the private warehouse shipping deadline was approaching. I had to trust that HLJ picked the lowest form of shipping for the item stating that it is their policy. Emails that warn of private warehouse shipping deadline should reflect shipping charge and detail that it was the lowest priced one available; customers should not have to search for the rate as this leaves customers to trust that we received the lowest shipping accordingly. I was pretty much told, "our policy, too bad, so sad; sorry." Hobbylink Japan does not care about when you can check email, even for deployed military personnel or anyone traveling who cannot check email each day. There are no benefits or accommodation for loyal customers who purchased numerous products in the past. There are other online stores that treat their customers with more respect, especially loyal customers, and they make accommodations when possible. At Hobbylink Japan, there is not even a loyalty points/reward program, nor is there any kind of free shipping over a certain amount. After my remaining orders are fulfilled and ship, I will be taking my business elsewhere and be spreading the word as well. "

"My account was terminated by HobbyLink Japan recently because I ordered same item twice. They didn't even send me notice and I had to contact customer service to find out why my account isn't working anymore. I think that if they only allow one per customer, they should design the system to stop me from ordering it the second. Or they can just cancel my order, but terminate my account is not the right way to treat a loyal customer.

I wrote to HLJ to voice my option and try to get my account back, so far not even a reply. What an arrogant company."

"I decided to pre-order from HLJ after missing the pre-orders for the YoI nitotans on AmiAmi....and that was my first biggest mistake. HLJ offers great prices (some even better than AmiAmi) and since I already had a March order going - I figured I would just get all my March orders from HLJ. It is now the end of March and out of 13 items pre-ordered....I managed to get 6 of them. SIX?! That means they only managed to get enough stock for less than HALF of my orders. I've never been so frustrated with an online purchase in my life. I've learned my lesson and will stick to AmiAmi from now on.

However, I will comment that HLJ has great customer service that replies to your emails in less than 24-48 hours. They also obviously keep track of how many unfulfilled orders you have because they apologized to me at the end of one of their replies to my email concerning an invoice. But with their lack of consistency - I would NOT recommend them for pre-orders UNLESS YOU CAN ORDER IT ASAP. "

"They kept me waiting and waiting they shipment with never arrived and the other package december 21 2016 the one is SAL and the other is SAL with tracking same date but the non trackable one doesn't arrived do not buy on this store even how loyal you are they will not acknowlodge you the rating in this site is fair and the said "Customer Satisfaction". I'm not very satisfied"

"Been ordering from hlj for a long time now always been responsive and helpful until recently.
Private warehouse item was at the due date to deliver i was on holidays and came back a day late.
Asked if it was possible for them to let me combine shipping with the rest of my items but got declined and offered an 85% refund for that item instead.... what was worse was they won't be back in office till the 5th so i dont get the rush to post the item... So from my point they dont seem to care about their loyal customers who didnt mind them sending wrong items and all, but over 1 day is quite tough. Im still paying for the shipping so is it that hard to just let me combine it with the rest of the items?
"

"It is great that hlj offered private warehouse because of that that I pay less for the shipping fee for the items that I ordered. hopefully I get the package within a month as what they promised on their website."