Dekai Anime Reviews 2,519

Reply from Dekai Anime

Dec 7, 2023

Hi Mark,
Thank you for your review.

Having reviewed your correspondence with our customer support team, we would like to address the following points for the benefit of those reading your review.

A request was received on the 02/12 advising, verbatim, that you wished to cancel all pre-orders on your account as "your situation had changed".

A response was sent on the next working day by a member of our customer support team, advising that cancellation was not possible in line with the terms and conditions agreed to at the time of order placement and in addition to this, stock of the items ordered was now in transit from the distributor and we had therefore procured the items required to fulfil your order(s).

Where a customer advises a change in circumstance has led to a cancellation request, we would not ask for further information unless this is offered by the customer.

We appreciate that in some cases, the reason for a customers change in circumstances may be due to reasons they do not feel comfortable sharing, however in this case it was not possible to consider any gesture of goodwill, as limited information had been provided.

As you have stated in your review that the cancellation request was made due to medical expenses, had this information been provided to our customer support team they would have been able to consider whether any assistance could be provided as a gesture of goodwill.

It can be fairly assumed however that as this information has been shared on a publicly available forum, that this was not withheld at the time you sent your contact form due to it being something you did not wish to share.

Had a response been provided by yourself that offered any additional information, they would have considered whether assistance could be provided despite the request being outside of our terms and conditions.

Unfortunately, as you have chosen to disengage from further contact with our customer support team and directly attempt to discredit the service provided by way of a negative review, including information not shared with our customer support team that may be considered to have been included to embellish or add weight to your perception of the response provided, it is difficult to consider any gesture of goodwill in this instance.

At all times we request that customers engage with our customer support team as, even where a customer is disappointed with the outcome of their request, our customer support team are human and will empathise and provide assistance to customers wherever possible. On this basis, if a customer explains their situation clearly we can consider what options are available to assist the customer accordingly.

We would also consider it poor form to directly recommend a competitor in a review and this can only be considered a further attempt to wilfully harm a business based on limited contact with our customer support team whereby they could not have responded any differently due to the limited information provided by yourself.

It is however of note that you have recommended a business that is well known to have a stringent cancellation policy.

Had a similar request been made of this other business, we would believe that whilst they may have complied with your request, this would likely have been at the cost of account closure due to the number of items being requested to be cancelled.

We would therefore believe a request such as this would not be made of the business named in your review. It should not be considered a given right to make such requests of other businesses, nor can it be considered to be reasonable to believe you have been treated poorly if a business declines a request based on limited information in line with the terms and conditions you have agreed to by placing an order.

Your orders will be dispatched as they arrive in stock and we would kindly request that any contact with our customer support team contains all information pertinent to the request being made.