Goodsmileshop Reviews 54

Placed an order around a year ago.
Addressed was incorrect so usps sent it back immediately.

Emailed customer “support”.
A day later got no response but a refund of $9.20 (paid $75).

No human response.
I don’t want a refund. I want what I paid for.

No actual support.
Pay, wait a year and if There’s any issue… you are totally screwed.

Pre-Ordered tha Ada Wong Nendroid in 2025. Shippment got held up by boat which is fine in my opinion because i can wait. Yea no they canceled my order out of nowhere now in Feburary

Got Refunded but without the Shipping cost (which they do state they dont do, to be fair) Still.. not getting your Order for a limited figure AND not getting all the money back sucks.

Pre-order paid for in January 2025 for delivery in September 2025, but in the end the shipment was held up by boat for five months, which can happen, but there was no commercial gesture and to get an explanation from customer service you had to send several emails. And the icing on the cake is that they use DHL e-commerce shipping, which is handled by companies outside of DHL in France, so Colis Privé. It's been four days since my package should have been delivered, and it's impossible to file a claim. The tracking hasn't been updated since it arrived at the sorting center.

Pre-ordered on the first day of availability at a lower price (February 2025), expecting the usual benefits of a pre-order.
The order was delayed far beyond the originally communicated timeframe (August 2025). A specific statement by customer support that the item would ship before Christmas was later missed, followed by vague estimates instead of firm dates even after directly asking for one.
During this time, the same item became available at multiple retail stores with immediate delivery, meaning pre-order customers effectively received the product later than regular buyers.
No compensation or goodwill was offered despite the extended delay and repeated insistence, as they claim they're not accountable and don't ever offer any goodwill. The customer support stated contradicting status reports multiple times
I would not recommend pre-ordering, as it provides neither priority fulfillment nor reliable delivery communication and I will never order anything directly from them again.

Ordered plushies that never arrived and was never refunded and they ignored all my emails.

They closed my account unjustly. There was a warning back in August about unpaid figurines. I then paid the figurines. Today they flood me with emails about cancelations and closed my account. They won't even answer my questions about it. I had to charge back for a figurine I still hadn't received. Genuinely awful company.

I do not beleive the comments about this product! Close to be a fraud... a piece of junk! Flat plastic , dirty, not transparent, but frosted... it is a shame for the price they charged.

No customer service. I received a damaged couple Nendo. It was really expensive. I wrote them on their issue form. They told me, that I didn't inverted the parts fully 🤡 I offered more videos. I've never received figures where the parts just keep falling off, because they were so loose. From this point on they kept ignoring me. Payed a lot for bullshit Nendos and GSC doesn't care

absolutely terrible customer service. I would never even enter their site again, changed their policy with no warnings about no cancelling orders which are in preorder state. site navigation is truly annoying and this goes for me and many others who have used this site who i know. Really sketchy, they store removed info like old credit cards on the site so if your current card rejects they charge the other.

Good services but tax imports are bothersome, especially because they don't tell you how much they are.

Last week I put an order in for some exclusive items, when I did the site rejected my (correct) credit card details a handful of times, I thought nothing of it when it finally went through as I initially thought it was just a glitch.

This week I got a text from my bank, logged in and saw that someone managed to get my credit card information and started to use it at various places I would never go to. The only previous recent thing on my card before this was my order from Good Smile, and with how it was acting with my payment information I can only suspect it being the case.

I've been a Good Smile Customer since 2014, however they have been steadily declining in product quality, price and now this. I will not be ordering from them again.

My order arrived in a timely manner and in very good condition. I would have given them 5 stars, except my virtual credit card number associated uniquely with them was stolen and used to attempt a charge with a gaming website. Capital One flagged it and notified me of possible fraud. I confirmed that I did not make the fraudulent charge and now I have to wait for a new card to be sent in the mail before I can use the affected account, which is the main card I use. There was a recent data breach reported regarding Goodsmile US, but it seems to have occurred prior to my order date. Perhaps they did not secure their website yet, I have no idea.

I too have been disappointed from GS US, but also from Amazon and many other Japan based hobby online shops. I received orders, good, some damage and even 1 missing item that is not discontinued.

However, the quality of their products are not even comparable to knockoffs or other companies. And they do have re-releases depending on demand. So I do want to continue to support them.

All these collectibles are limited and from Japan so expect the odd delay and error. Over the years, I found out that this industry is dynamic and because many of these are handmade there are various production times and possible delays. You can’t expect things to be consistent or cheap. Also considering the fan base for these hobby figures, there is a higher disappointment level than those compared to other industries. If you think this is bad, check out hasbro and Transformers. That bunch constantly scalp off kids.

Things for improvement.

1. I wish I was compensated for their mistakes. Figure discounts, freebies, etc.

2. Have a loyalty program like almost all other hobby stores.

3. Payment options, either deposit, full payment at time of checkout or full payment at shipping.

Pre-ordered a nendoroid (MaoMao from Apothecary Diaries) 8 months ago under the assumption that, as with any normal pre-order, it was paid for and would ship when production finished. Received a notice today about a "payment error" that they conveniently waited 8 months to inform me about, requesting I update my payment information so I can be charged and the order can go through. Except, problem is, my financial situation isn't what it was 8 months ago. I do not have $60 to just drop on a whim right now. I feel so scammed and am incredibly disappointed to have received this type of treatment from such a mainstream company. Will not be ordering from them again.

I bought a good smile company product but received a defect one. My figure has a bad foot that was detached right out of the box, so the customer support sent me a replacement part. However, the replacement part I received was also defected and had the same problem. I contacted the customer support again but their customer support said it's a "quality deviation" and wouldn't send me a new replacement parts. This company definitely has quality control issues and their customer support is just plain horrible. Don't buy from them.

They added a new 1/7 scale figure of Frieren for preorder. It is only 8.5 inches tall and has a small base.

They tried to charge me $50 for UPS ground shipping within the united states for this tiny figure.

The gouging is out of control!

I have been ordering a lot of nendoroids and I have never encountered any problems with the site! The only downside is that some products are in fact expensive and delivery can last up till 14 days. (pre-orders ofcourse take longer)

A lot of people complain about the shipping prices, orders that aren't arriving, paying twice, ... , but in my harsh and personal opinion, these are problems that you are causing yourself. (sorry not sorry)

Ofcourse the shipping is expensive! The item has to come all the way from Japan. People complain about them using DHL shipping and it being expensive, all while the site says that they aren't in charge of the shipping proces and companies. (Is mentioned when you're checking out)

Ofcourse its never fun when your order doesn't arrive, but this can be because you didnt pay extra shipping! On the site, you will pay for your products and you will pay some shipping, BUT AN IMPORTANT DETAIL is that the shipping companies, can make you pay for shipping A SECOND TIME because your package will need to cross some borders of countries. I do admit these prices are kinda expensive, but in the end, the prices are kinda the same!
€80 product in a store or you pay +-€40 product online and +-€40 shipping (price depends on your order and shipping distance ofcourse)

And if you accidentally pay twice for something, you just didn't have the patience to watch your order be paid or completed.

People also complain about the costumer service. I can't talk about this subject because i never had any problems with my deliveries.

They do have a new site right now which I haven't ordered from yet, but I still have trust in it because it's the official site!
Once i have ordered from this site, I will update the review :)

Long story short, never had any problems with the site, it just has unnecessary bad reviews which kept me from buying stuff that might never return to the shop :(

If you're in doubt, just do it but make sure to:
-read everything carefully, especially while paying
-check your mail, spam, ... for the second shipping tax
-be patient :)

I pre ordered a figure back in 08/05/2023 on the good smile us website the said they would ship it in Q2 2024 and I've been checking it everyday but there's there's no update saying if it got delayed. the website needs to be more transparent with their costumers or at least give updates instead of having no updates for a year and a half

I like goodsmileonline shop (global) since any amount you buy the shipping fee via UPS or Fedex is just 2000 yen. And they process your order within a week even on the holidays. What I don't like is their goodsmile US shop. First they only accept credit card payments. Second their ticket system and customer service is a lot worst than other stores I message them the same day I made an order to cancel it coz I was playing with the purchase button then it did when at first with a lower amount it did not. So I learned my lesson to only make sure to pay what you want coz their customer service sucks. I did message them via the ticket system in their site, I did the messaging, I did the email then even after a day no one is responding so I guess my order will push through. Considering that they're one of the top manufacturers in the figure industry their customer service takes time. As in too much time. Days. Or maybe they won't respond at all.

I was looking forward to Pop Up Parade Yuma and Shinigami figures. Then find out the payment had an error. Immediately fixed it the same day I GOT THE EMAIL. Finally get a response like 4 days later saying that my orders have been cancelled and basically telling me it's my fault for not responding in a timely manner but I fixed it literally the same day. If I could, I'd give them 0 stars. Useless, unhelpful company. You have to wait several months for pre-orders just for the company to treat you like crap.