Sanrio Reviews

The delivery itself came in less than a week and I was pretty surprised. However one of the item boxes I ordered came damaged. I also ordered a longuefly purse and it's obviously used, they couldn't even restuff it or make it appear new. It also has a dirty spot that I can't remove and some of the paint of the product is coming off. It's very obvious someone opened this and returned it. Really disappointed since I spent $60 dollars on a damaged item. At that price I expect it to be in perfect condition.

I ordered the Hello Kitty Polaroid 600 camera from sanrio's site, but I became extremely anxious after seeing the horrible reviews they have. However, my experience was great. They shipped my item within 3 days, and customer service responded very quickly. I contacted them for something on a Sunday, and they responded the next day in the early morning. Lastly, they packaged my product nicely with a lot of bubblewrap. The product itself works amazingly as well. Overall a pleasant experience.

Spent 480 bucks on Black Friday week
Clothes leather purse and accessories.
The quality of items is horrible! Overpriced for cheap material. 80$ joggers that faded and ripped. Leather purse with very thin cheap pleather. No free gift ( that they promised with 100$ or more) and yes my stuff came way after Christmas. Packaging is not as nice as they use to back in the days! Sad!

So, customer service told me that I could return the second botched delivery in exchange for a refund to the "original form of payment on file", which would be my debit card or paypal. After a couple weeks of waiting, I received 96 cents, as opposed to the $12.30 that I should have gotten. The rest was given to me in the form of another sanrio gift card, I'm assuming (I can't access my sanrio account anymore). This is because the first time they refunded me, they said that they couldn't give me a cash refund and instead gave me a gift card. Looks like this multibillion dollar company can't afford to give me my $12 back! They must really need it!I first ordered from them about a year ago at this point. After waiting a few months, my order still hadn't arrived, so I contacted customer service. I described my issue and gave them my order number. They said that they were experiencing shipping delays because they had recently moved warehouses, so it would probably be a few more weeks before my item shipped out. That sucked, it was meant to be a Christmas present and Christmas had already passed. But whatever, that's beyond their control. I wait another couple months before contacting them again, letting them know that my item had yet to arrive. I provided my order number again. They told me that it would be a few weeks before the item would ship because they were dealing with COVID-related restrictions. Fine. I wait a couple more months before contacting them again. A few days pass before I get a response. They tell me that (according to their records) my order arrived in December, a couple weeks after I ordered it. I ‘lol'ed and asked for a refund. They only give store credit. Fine. I order another item (a cushion) from them, a little less than a year after ordering my original item. My order totaled about $13. About a week later, I receive a package worth about $3. Instead of sending me what I ordered, they sent me tape. The shipping slip inside says that the package contains the cushion I ordered. I wish. I emailed customer service, they didn't respond for a week. I emailed them again, they sent a copy/paste message saying that emailing them again would cause my place in the queue to change. Miss Hello Kitty, I am poor and want to give my mom a Christmas present. Please stop scamming me :(

I ordered over $50 to be eligible for the free gift promotion, because why not? I'm holiday shopping and an extra gift would be nice! I receive the package and there's no extra gift! I contact them and they say that I did not tick a box (what? Never saw a box and why would anyone not want something for free???? Why do you think I spent that amount of money?), and the product is out of stock, can't be added retroactively and go cry in the corner. They are a rich, international company and they seriously can't be bothered to make amends for something that probably cost them $5? How cheap is that? They already have my money. Worst customer service. Never buying from them again.

I bought over $50 worth of items for their promotion because I'm holiday shopping, I thought it would be nice to get the bonus gift to! Just a little container, probably cost them like $5 and when my order arrived, it wasn't there! I emailed them and they said I didn't tick the box, which I never saw a box? And that they can't add it retroactively and it's out of stock anyway, have fun. They are an international company with so many $$$ and they can't be bothered to even offer any amends for this small item? Cheap and crappy. Never buying from there again. They want to scam people into spending more for fake promotions.

Okay so I bough 4 items from the Sanrio store since I truly love their products and characters. However, after reading some reviews here I was getting really worried as to how the following days would proceed with my order.
So I ended up contacting them, and they returned the email later that day telling me that my package was already handed over to be shipped.
The in the following days I actually got my order, it arrived extremely fast! All the products I paid for where inside and they seem of good quality(although it was too expensive anyways).
But I really don't know if I just got lucky, since my experience was extremely good and I am happy I got what I paid for.

They sent a fake product the first time but I had already ordered a second product and they intercepted it and had it returned to them but still charged my card. I sent an inquiry email they said they would respond within a day still haven't heard. Should have researched better before ordering when there is no phone number the bells should have started ringing. It's hard to believe there are people out there that are blatantly dishonest.

I sent them over 5 emails about my missing items I spent over like $90 and I only got like 2 of my items... I open a dispute with PayPal. But still stay away from this company... it hurts me so much because I lobe Sanrio so much but like they really don't care about the customers... just be aware if you buy more than 2 items the rest might disappear.

100% do NOT recommend ordering from this website unless you do not mind waiting for months for your order.
Sanrio's website stated that due to physical inventory, orders placed after 12/23/19 would not ship until after 1/6/20. I placed an order from Sanrio.com on 1/9/20 with a notification stating that my order will ship within 7 to 10 days.
After 2 weeks of no shipping notice and reading many negative reviews regarding Sanrio's shipping over the holiday period, I wanted to make contact with customer service regarding my order. I received a reply on 1/23/20 stating "Our warehouse stopped shipments as they were conducting physical inventory. They have advised us that they are almost done and will resume shipments by the end of next week." They stated that it may be another 3-4 weeks until my order would ship.
This was frustrating, since they did not update their website to inform customers that, actually, inventory would not be sorted by 1/6/20, and delays would continue beyond that. However, my order shipped 7 days later, on 1/30/20 and I had it the next day (I live very close to the warehouse). I figured that their issues had been worked out by this time, since they sent it well before the additional 3-4 week estimate and decided to place another order on 2/1/20.
On 2/26/20, I emailed to inquire about my new order's status. Customer service responded stating "Our warehouse stopped shipments as they were conducting physical inventory. They have advised us that they are almost done and will resume shipments by the end of next week," and that it may be another 2-3 before my order ships.
What? Again? When I questioned the frequency of "physical inventory" that causes such constant delays in orders, I was informed on 3/9/20 that they were in the midst of sending out orders from OCTOBER.
It's incredible to me that a website would be so backed up, for whatever reason, that they'd still be sending orders from 5 months prior and yet no honest communication with their customers. It's also interesting that my January order was sent out before all of these other orders from October-December, and I know that some people who ordered in February and March received their orders during this time, too. So, this whole "we send orders out as they are received" is an absolute lie.
On 4/2/20, 5 weeks after their email stating that my order would ship within the additional 2-3 weeks, I emailed them again (the website stated that their warehouse was still up & running during the California Safer-at-Home orders due to COVID-19). Can you guess what the response was? Of course, it was the EXACT same runaround and they were STILL sending orders from October.
I eventually received part of my order on 6/2 (4 months later). Doubt the rest of it will ever turn up. The positive is that it seems they never charged me for these items at all (or PayPal simply canceled/rejected the never-ending pending charge, I'm not sure). Anyway, there are plenty of other online retailers that sell Sanrio items & they actually send them out in a respectable amount of time, so Sanrio.com is a big no for me.

100% do NOT recommend ordering from this website unless you do not mind waiting for months for your order.
Sanrio's website stated that due to physical inventory, orders placed after 12/23/19 would not ship until after 1/6/20. I placed an order from Sanrio.com on 1/9/20 with a notification stating that my order will ship within 7 to 10 days.

After 2 weeks of no shipping notice and reading many negative reviews regarding Sanrio's shipping over the holiday period, I wanted to make contact with customer service regarding my order. I received a reply on 1/23/20 stating "Our warehouse stopped shipments as they were conducting physical inventory. They have advised us that they are almost done and will resume shipments by the end of next week." They stated that it may be another 3-4 weeks until my order would ship.

This was frustrating, since they did not update their website to inform customers that, actually, inventory would not be sorted by 1/6/20, and delays would continue beyond that. However, my order shipped 7 days later, on 1/30/20 and I had it the next day (I live very close to the warehouse). I figured that their issues had been worked out by this time, since they sent it well before the additional 3-4 week estimate and decided to place another order on 2/1/20.

On 2/26/20, I emailed to inquire about my new order's status. Customer service responded stating "Our warehouse stopped shipments as they were conducting physical inventory. They have advised us that they are almost done and will resume shipments by the end of next week," and that it may be another 2-3 before my order ships.

What? Again? When I questioned the frequency of "physical inventory" that causes such constant delays in orders, I was informed on 3/9/20 that they were in the midst of sending out orders from OCTOBER.

It's incredible to me that a website would be so backed up, for whatever reason, that they'd still be sending orders from 5 months prior and yet no honest communication with their customers. It's also interesting that my January order was sent out before all of these other orders from October-December, and I know that some people who ordered in February received their orders during this time, too. So, this whole "we send orders out as they are received" is an absolute lie.

On 4/2/20,5 weeks after their email stating that my order would ship within the additional 2-3 weeks, I emailed them again (the website stated that their warehouse was still up & running during the California Safer-at-Home orders due to COVID-19). Can you guess what the response was? Of course. It was the EXACT same runaround and they were STILL sending orders from October.

I eventually received part of my order on 6/2 (4 months later). Doubt the rest of it will ever turn up. The positive is that it seems they never charged me for these items at all (or PayPal simply canceled/rejected the never-ending pending charge, I'm not sure). Anyway, there are plenty of other online retailers that sell Sanrio items & they actually send them out in a respectable amount of time, so Sanrio.com is a big no for me.

I could write paragraphs upon paragraphs of the poor service I've experienced at Sanrio.com.

Prior to the Covid-19 pandemic things were, sadly, just as bad an incompetent.

My guess is that either one solitary person responds to all customer service issues (Sarah F.) OR they use this name as an alias. Either way, their customer service responses are usually very canned/copy paste or, sadly, very condescending and in some cases flat out insulting.

Shipping fulfillment for such a niche market is 7-10 business days. That would be reasonable but with their recent warehouse move it's clear no one actually plans things out to work smoothly as even now after the move the shipping times exceed 10 business days on average. Add the recent Covid-19 pandemic and now they say there is *no ETA* on when orders will be fulfilled... even if they were placed a month ago.

This would be totally fine and reasonable to expect if Sanrio was upfront and transparent about these delays. You always have to come to them to ask for the status of an order. When you do, the responses from Sarah F are basically - wait it out or we can cancel your order.

Also, their website does not readily accept coupon codes given by the company itself when you have clearly had terrible customer service. They acknowledge this but then claim the only way to honor their own coupons is to charge you the full amount and do a refund after the fact. Given how long it takes them to fill orders, would you have high hopes for a speedy refund?

So if things are so abysmal with shipping and customer service why does Sanrio US still continue to stay in business? That's a question for the ages...

It's such a shame as the Sanrio US online store gets a laughable fraction of the products that Sanrio Japan gets. And to add to that we have a domestic branch that can't seem to run what little product they do have effectively.

Hello Kitty and friends deserve better stateside representation.