Lost package, even stated by UPS as being lost & never arrived. They won't issue a refund. Lied about working on the issue, until I reached out to UPS myself. Had to dispute the charge. Tip for consumers:There service is unreachable. Products used:Never arrived. Service Value Shipping Returns Quality Date of experience: January 2, 2025My daughter received a Sanrio night light as a gift, the first time using it with brand new batteries it only took a couple hours for the batteries to explode! I wrote Customer support and they were completely useless. Because I could not prove it was bought off that site, my daughter now has a piece of plastic she can look at! Thanks Sanrio for the piece of junk. What kills me is I've been buying from them since the 70s. All anybody cares about anymore is making money and will do anything to get it! Whatever happened to good old Customer service! Tip for consumers:Sanrio just doesn't care about quality or Customer care.. Products used:None.. All I was hoping for was a replacement. Service Value Returns Quality Date of experience: February 13, 2022So I ordered 1 item on Dec 3 2022 a stationary set for my daughter it's her birthday. Well it's already paid for and the status as of now is unfulfilled. Which is load of crock because it was Not out of stock so I emailed the company 2 days ago. No response. So I just wrote another email like 5 mins ago and no response. Oh if u try and get a refund it states in the policy u will not get shipping fees. I'm bout to find a phone number. If I don't hear back asap Tip for consumers:Go to Amazon to buy Sanrio stuff because you do get your money back but not shipping fees. So I am holding out they either ship my stuff or I get lawyer and sue them . And believe me I will Products used:I bought my daughter stationary set Service Value Shipping Returns Quality Date of experience: December 8, 2022I've been wanting to order from Sanrio for the longest but was hesitant because of all the negative reviews. I decided to finally give it a go and my order was shipped the same exact day it was placed! It only took a few days for it to be delivered which is a huge plus. Also, I wanted to mention that I had a good experience with their customer service. I emailed them a question regarding my order and got a response within 10 mins. Definitely plan on ordering from them some more in the near future! Service Value Shipping Date of experience: October 6, 2021First time ordering from Sanrio in thanksgiving of 2022. Ordered on Wednesday arrived on Saturday with tracking from USPS. Items came quickly and as described from sanrio.com. Haven't had any of the dilemmas noted by other people. Service Value Shipping Quality Date of experience: April 3, 2023I 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. Date of experience: July 11, 2020I 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. Date of experience: December 7, 2020Spent 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! Date of experience: February 8, 2021They 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. Date of experience: October 9, 2020So, 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! Date of experience: December 11, 2020I 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 :( Tip for consumers:Do not use this site, it seems like it’s up to a flip of a coin whether you will actually receive the product you ordered. Check sites like depop or poshmark for second hand Sanrio stuff instead, I wish I’d done that in the first place. Products used:None, I still haven’t received the items that I ordered. Service Value Shipping Returns Quality Date of experience: November 20, 2020 loadjsReady({ event: 'app', checker: function() { return typeof app === "undefined" || typeof app.profilePicture === "undefined"; }, callback: function() { app.profilePicture('undefined', 'undefined'); } }) B M. Florida 1 review 1 helpful vote Follow B M. Send Message loadjsReady({ event: "app", checker: function() { return typeof app === "undefined"; }, callback: function() { // } }); Share Review “Disappointed” May 11th, 2021 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. Tip for consumers:If you order from here don't be surprised if something shows up damaged/dirty/used. Service Value Shipping Quality Date of experience: May 11, 2021I received today Monday 7/31/2023 3 pairs of Sammrio Shoes which were ordered over a month ago. All 3 pairs were absolutely covered which looks to be rat fesies? Below are pics which is my proof. I demand a complete refund of my money ASAP approximately $82.00 tax and all. Tip for consumers:Absolutely DISAPPOINTED !! Products used:None Service Date of experience: July 31, 2023I did not receive my cinnamon roll, backpack, the little little cinnamon backpack for my granddaughter. I did not receive a tracking number for this package. I received something by email stating that it was delivered. It was not delivered. I still don't have it I cannot get in contact with the company. Products used:Toy Service Value Shipping Returns Quality Date of experience: February 7, 2024I kept getting an order error message, so I called my CC company, they showed 5 duplicate orders approved by Sanrio. I emailed Sanrio, twice, sent a customer care request, even looked up their phone number left a message, no responses at all. Now an order I wanted to be rushed for Christmas, cant go through and now Im on hold with my CC company trying to get these 5 transactions cancelled. Never ordering from Sanrio.com again! My girlfriend will just have to find another obsession. Service Value Shipping Returns Quality Date of experience: December 14, 2015This website gives you the false hope of becoming one of many Sanrio's "best friends" just to make you pay an absurd amount of money. But don't worry! If you spend 100 dollars or more you'll get free shipping! What a deal! DO NOT PURCHASE FROM THIS WEBSITE AT ALL! Service Value Shipping Returns Quality Date of experience: January 11, 2023Customer service will not answer their phone! I only received a partial order and have no way of finding out where my other items are! They definitely have no problem taking your payment! But you can get through on the phone and will never respond to your emails. Date of experience: December 15, 2016Their products made in Japan, high quality and cute, but the company handle the orders irresponsibly. Placed an order and applied their coupon code with free Hello Kitty blanket, my product came without the free gift, please note their policy: all products need to be returned together with the free gift or free gift charge full price, they have double standards, they can skip the free gift but customers need to return it. Wrote a post regarding their bad customer service in their Facebook, they deleted my post, so you never see any negative posts there Their telephone hotline no one pick up, no one call back even you left a message; email them they respond randomly and after a few days. Don't waste your money there Date of experience: December 3, 2016We placed a Christmas order and didn't receive any type of email confirmation. I fortunately took a screen shot of the order page which had an order number. We inquired about the order and they said it was delivered except that we never got it, rather than help us, they told us it was our fault for selecting specific delivery method which had all to do with delivery dates and nothing about signature option or insurance option. We didn't even know it was delivered until we inquired. We didn't get any type of email notifications. Their customer service is horrible and now we're basically out $132 and our sisters doesn't have a Christmas gift. Date of experience: December 19, 2017Made a large order on 10/17, since then I have emailed customer service several times to determine shipping date and arrival. With each question I receive same answer, that my order has shipped. Last 2 emails to customer service have no response. Today is November 14, still no delivery. There is no way to contact company via telephone. This is sad because my grandchildren love this product. Does anyone have an answer how to contact the company directly? Date of experience: November 14, 2018Do not waste your time and money with this company, we've been trying for weeks to arrange an exchange on an item. Making daily calls and sending daily emails with no response. Tip for consumers:Don't Products used:None Service Value Shipping Returns Quality Date of experience: April 6, 2022I ordered 6 items from Sanrio.com at the beginning of December, and have only received 2 of them. However, Sanrio.com still charged me for all 6 items. They kept the money, but also kept the items I purchased. That's called stealing. Customer service is literally unreachable. They don't respond to emails, don't answer the phone, and don't respond to messages. I've been shopping with Sanrio.com for well over 10 years, and will no longer shop with them ever again. This is completely unacceptable. Tip for consumers:DO NOT ORDER FROM SANRIO.COM. Service Date of experience: December 27, 2016Fraudulent transaction carried out at Sanrio using my card. Customer advisors have been slow to deal with the matter and have not listened to me or taken my case seriously. Still awaiting pending fraudulent transaction to be cancelled as promised days ago. Avoid. Date of experience: June 3, 2019It's horrible about how long their response time is to fix problems and their lack of communication through misleading emails which doesn't help the customer out at all! They ignore your requests to get tracking information or replace broken/damage items they send out! They need #800 to take calls instead of emails which lead to nowhere or resolutions! Date of experience: March 12, 2019As previous reviews have stated. I placed an order in November to get some early holiday shopping done. Two weeks go by without hearing anything so I contact Sanrio's customer service and they state that they have warehouse issues and that the items will ship in 5 to 9 days so I wait. I hear no word again so I contact them today and they tell me again about the ongoing warehouse issues and offer me a 30% discount on a order if i decide to cancel. Why would i place another order when I can't receive the current one? Thanks but no thanks Sanrio. Try again. Anyways they are unable to provide even an ETA of when my order will arrive so now I will have to scramble to get last minute Christmas gifts when I was fairly certain that I had done all my Christmas shopping early I've been a fan of Hello kitty and other Sanrio products my whole life but I doubt that I will ever buy another product from the online store again due to this. This kind of customer service should not be tolerated. Date of experience: December 20, 2019So I ordered a nice big shipment from Sanrio from the first time not knowing what to expect, week passes and I find out that during the shipping process my items were damaged. Then I contacted Sanrio by email informing them, yes they did respond but instead of just sending a new shipment right away or issuing a refund at the same time they had to file a claim which took up to 21 days, and if it didn't go through I had to personally contact my card company and have them speak to Sanrio's "fraud" department to get a refund. I should also add that I had glass products in my shipment, also keep in mind that this has taken up an entire month and I still haven't received any products nor my money back. The fact that a brand and company as big as Sanrio would be so cheap to a customer is disappointing. Tip for consumers:Just make sure you live close to their shipping facilities or a store otherwise don't buy from them at all. Service Shipping Quality Date of experience: April 1, 2016