"One of the item I ordered was damaged (I paid for shipping also). I contacted customer service and provided them with all the details and pictures, at first they didn't want to do anything. When I threatened to have my credit card provider cancel the transaction, they suggested a 10% promo code but for more pictures of the other non related items, they managed to find a way to avoid honoring legal minimum warranty. I will not buy anything from them again and I do not recommend buying from them"
"I really liked the website in general and loved how they handle their customers with high-end professionalism
this reminds me of a similar Pokemon shop called Jeux Mania you can visit it to find great services too! and now there are a lot of discounts on Jeux mania
"
"I had a simple account issue that their customer service was unable to handle. In the process of addressing it, their own suggestions revealed a major security issue on their website. Having worked in IT and security, I informed them of this to be replied to with a generic response that didn't address either issue. Upon asking for a supervisor I was told any further contacts would just be deleted. I've worked in customer service and would understand that response for someone who was cursing or being belligerent, but not for reporting security issues. Will be avoiding their site in the future."
"The latest pokemon tcg expansion was limited and there were less boxes than pre orders. Instead of distributing it faily like they claim on their website, some people get their complete order of multiple boxes while others like me just get nothing. At least I got my money back pretty quickly but after more than two months of waiting this is just so disappointing."
"I was tried to pre-order the latest Pokémon game but each time when I placed an order, they will cancel it and tell me the order can’t be fulfilled, tried to contact their customer rep, they told me no more additional information could provided to me, what the F? "
"Without ever seeing reviews of the online store I happily placed an order for almost $400. After I entered all of my information and went through with my transaction, they charged my card after they switched my billing and shipping addresses. If I had entered it wrong, my purchase wouldn't have gone through. It was an incompetent error on their part. After contacting them repeatedly, they basically left it up to me to call the shipping companies and have it changed and I was even told by FedEx that the seller should be able to change the information since they completely left out the apartment numbers anyway when they switched the addresses. Horrible company and lazy, incompetent customer service. "
"I don’t know how long this problem has been going on, but from the other reviews I’ve been reading, I picked a really unfortunate time to order an essential gift for someone. I ordered on December 14th and still have only gotten 1/3 items I ordered. I keep trying to contact them over and over and they come up with the excuse of issues with their fulfillment partner. Please wait up to 3 weeks. Seriously, what the hell. They really need to step up their game and drop whatever **** fulfillment partner they have because they’re definitely not doing their job correctly. For a name brand like Pokémon, it’s a huge shame and disappointment. Considering their service response isn’t really bad at all, I think they could afford to focus on solving the real issues with their shipments of orders instead of leaving all these customer service people to deal with all the people who aren’t getting what they paid for."
"I ordered beginning of November for a Christmas gift. It sat for 2 weeks. I talked with a chat rep. She said glitch in the system, oh well, try again, it'll probably happen again, oh well. No help at all. I did order again, same. I sent several emails to their help center. No replies. After I made a complaint on their Facebook page, which they deleted. 4 of my 5 plushies shipped, all separate packages. 3 of my order are legendary birds, they did not ship zapdos. I have tried contacting. Finally Agent Adam got back to me, sorry for the confusion, your order shipped, all is good. NO! So frustrated, he didn't read the email or look at the order status. 4 of 5 shipped. What should have been an awesome Christmas present is ruined, and I was billed for an incomplete set, which I did not want. Bad service, no accountability. Bad employees indicate poor management which indicates a cramp company. I think they push sales for false revenue reports. Look what we sold, not what we delivered. "
"Made an order on their website. 2 weeks later still no ship and no contact. I contacted them and 2 days later they had an excuse that their shipper (Amazon) had an issue and they had no way of giving me a potential ship time and told me to wait "Up to three weeks" to see if it would ship. Definitely don't use them if you actually need to receive the item in a timely manner (Like Christmas). They don't seem to know what they are doing.
*Update;
They offered to let me cancel the order, then when I requested to cancel they told me it was "too late, shipper is preparing shipment", then I get a shipping notice (17 days after initial attempt to order) for a partial order, the day after I re-iterated that I wanted to cancel the order. At this point I'll be dealing with my card issuer to make things right and refusing shipment from UPS. I recommend avoiding this vendor. Communication with this retailer is poor and slow."
"I made and order for an item that was stated as in stock. 1 week later and it hasn't shipped so I email them asking when I can expect it. After 4-5 days they respond saying it isn't in stock and they are sorry it may not ship for weeks. I respond that I want the order cancelled and they never respond. There is no phone number to call and I have wasted a good deal of time trying to get a confirmation as a pending charge has been on my credit card for about 18 days."
"Update: they finally shipped right after I wrote this. Still a bit annoyed by the first two issues, but I’ll give them a better rating now. They really do have good stuff.
I have tried to order an item from them three times. Each time, I’m charged for the item, and never get a shipping notice. I Contact them after a long period of waiting the first time, only to get a pre-written explanation blaming their “fulfillment partner” for not processing the order, and that they will refund me. If I hadn’t contacted them I doubt anything would have been done at all. I tried again, hoping to avoid the glitch this time, since they say it’s intermittent, only for the same result. Again I have to contact them. They tell me to wait until a certain date, about a week, even though it’s obvious I’m having the same problem, since any other order I’ve ever made has shipped within 2 days. I wait and contact them again, only for the same pre-written explanation. I have tried for the third and final time, using my credit card instead of PayPal, hoping a different payment method would help avoid the glitch. Haven’t contacted them yet, but it’s been several days, so I’m sure it’s the same problem. I go to the item on their site and find two reviews from people having the same exact problem. Why they even have an item they can’t ship listed as in stock on their website is beyond me, as is the reason they can’t contact their mysterious shipping partner themselves instead of having me cancel and reorder. I hate leaving a bad review. The only reason I’m leaving more than one star is because every other transaction I’ve ever made has been great. Their merch really is some the best quality for-fan items I’ve ever bought. But if they can’t ship it, that really doesn’t mater."
"Placed order for over 300.00 in merchandise. Order was cancelled without cause on their part. They blamed paypal and offerd no help other than to make my purchase again. This resulted with over 600.00 in pending charges on my account. The first ammount has now been refunded but it never should have happend in the first place.
If the multiple items you order are being shipped from separate warehouses the charges are then split by item as they ship making the bank statment terribly confusing. Now I have a shipping # for my Oddish but not one for my Lapras which is the item that is far more expensive!!! Overall the purchase and shipping experience is a nightmare. I hope this is a fluke. If not maybe they will see this and improve their methods."
"I like the service of this store. I have placed about 7 orders with them. The recent one I have placed was for a Groudon shirt and Movie 8 keychain. The Groudon shirt has shipped out, but I was worried about the Movie 8 Pokemon keychain. I sent a email concerned about the order, they told me it was no longer in stock, and credited the money for the Movie 8 keychain back in my account! I was thinking that this was the reason the keychain hadn't shipped with the Groudon Shirt. Other than that, it's not a big deal. This is a very good and reliable site to shop for Pokemon stuff, and I'm looking forward to placing another with them soon, especially when more merchandise of the Diamond and Pearl Pokemon come in! Thanks for the very good service Pokemon Center!"