Anime Emporium Avis 154

Réponse de Anime Emporium

25 févr. 2026

Hiya Waldemar

Thank you for leaving a Review.

I do apologize for the negative experience you have had with us here at Anime Emporium.

I have taken a look at your order (Order Numbers #3005) and can see that order contatied a Pre-Order Product "COLORFUL STAGE! The Movie: A Miku Who Can't Sing Nesoberi Plush Akiyama Mizuki" which had unfortunately been delayed multiple times due to various reasons which were out of control.

The first delay experienced was due to Vender SEGA Goods who produces the plushie you ordered came into manufacturing delays due to manufacturing constraints which caused a bunch of products to be delayed in production until the backlog was worked through.

The second delay was caused by shipping delays over the Christmas and New Year festive period, which caused port processing speed to decrease and less cargo ships left port due to the holidays.

Your Mizuki Plush had an original ESTIMATED release date of "end of December 2025" / "30th of December 2025" but due to the delays this turned into "End of February 2026" / "28th of February 2026"  which was advised by the Manufacturer.

This delay and new release information was updated and displayed on the product page, along with a further section of information which was updated with the current status of the shipment spanning from when the shipment is arriving to our EU distributors, when it arrived and when our smaller wholesale shipment was paid for and shipped, all the way to it arriving on the day. This was done so all affected customers (which there was a lot) can be reassured that their delayed product is coming. 

We also sent out delay emails to customers who purchased the affected product(s) inline with our pre-order policy. This email can unfortunately land in customers' spam folders or some 3rd party email providers can block them entirely.  

The delay information email was sent on Wednesday 12th of December. This is due to the lead time in chasing all the relevant distributors to all affected products which may have been delayed in transit or have other issues which will cause a delay and waiting for a response from each distributor's respective support / sales team.  

Thankfully after these multiple delays your Mizuki plush arrived to our EU distributor on Monday 9th of February, Invoice paid and wholesale shipment shipped on Wednesday 11th of February. Then the shipment arrived to us at Anime Emporium on Thursday 19th February for which our team dispatched your order at 15:20 the same day, which was 9 days before the new release date..

Sorry for the delays with your order and we hope your order arrived safely.

Kind Regards.

Anime Emporium Team

Réponse de Anime Emporium

25 févr. 2026

Hiya Dimi

Thank you for leaving a Review.

I do apologize for the negative experience you have had with us here at Anime Emporium.

I have taken a look at your order (Order Numbers #3971) and can see that order contained a Pre-Order Product "Re-Ment - Animal Crossing Blind Box Happy Room Series - (Single Box)" for which the shipment containing your order had unfortunately been slightly delayed by a few weeks, which is out of our control.

This delay was caused by a small shipping delay with the cargo ship on its route between Re-Ment's warehouse in China and our UK Re-Ment distributor which caused the shipment to miss the ESTIMATED release date of "30th of January 2026".

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Unfortunately during the time of the delays taking place, our store was officially closed from Monday 26th January to Friday 20th February, This was due to going on our first Family holiday since the start of Anime Emporium (4 Years Ago). 

Over the course of the store closure we had multiple "Store Closed" banners viewable site wide on mobile and desktop with links to the relevant support pages and information regarding order and support delays while we were away.

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The Re-Ment shipment arrived to our UK distributors on Friday 6th of February, for which they had our allocated stock dispatched on Monday 9th of Feb and arrived at our warehouse on Tuesday 10th of February.

This delay and new dispatch information was updated accordingly and displayed on the product page, along with an exact date that we would have the AC Blind Box and other Pre-Order orders shipped by once we returned from holiday. This was done so all affected customers (which there was a lot) can be reassured that their delayed product is coming. 

Once we returned from holiday late Tuesday 17th night, we started working again on Wednesday 18h and started dispatching orders and answering customer service tickets as per our store closure notice page and banner information. We dispatched your order on Thursday 19th February at 15:20, inline with our store's dispatch policy under store closures and 1 day ahead of our dispatch notice on the AC Blind Box product page of "Friday 20th February".

We then furtherly replied back to your Customer Service Ticket at 19:20 the same day to explain about the delays, store closure and to provide you a further confirmation of dispatch and tracking details with a timeframe of when your order will arrive to you.

We hope your order arrived safely.

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As for the lack of communication you received on Instagram, Unfortunately we don't use Instagram as a support channel nor do we see any social media as a viable way to communicate the necessary support information with our customers.

The only way to obtain support is to make a customer service ticket via the "Contact us" page on our website or via emailing support@animeemporium.co.uk   for which we will respond in 1 - 2 working days (Typically 1 working day).

We only use Social Media to promote our Brand, Products we stock, repost meme's or to post behind the scenes content such as holidays, concerts, hanging with friends or business colleagues, or actually Behind the scenes of the hardships of running a small business. While the non business content we post may not be liked by some it does not vitiate each social media's platforms Terms or Service nor does it show any inappropriate content. We believe the variety of content adds character to the page and humanises the brand.

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In your review you speak about a Refund, While double checking both your email and Instagram message we can not see any mention about a request for a refund or a request to cancel your order.

If you would still like a refund you can start a return (if eligible) via our website's returns portal in your customer account or via contacting us through our contact form or support email support@animeemporium.co.uk

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Sorry for the delays with your order and the inconvenience this has caused. 

Kind Regards.

Anime Emporium Team