Nipponrama Avis 57

Réponse : Nipponrama

14 mai 2025

Hello,

We understand your frustration, but please note that payment refusals are issued by your bank, not by our website or payment system. Unfortunately, this is not something we can control or resolve on our side.

We recommend trying again with a different card or contacting your bank once more to ensure that the transaction is not being blocked for security reasons.

If you continue to experience issues, feel free to let us know and we’ll do our best to assist.

Best regards,
The Nipponrama Team

Réponse : Nipponrama

4 janv. 2025

Dear Michael,

We have reviewed your feedback and would like to address the points you raised.

Rate Limiting and Basket Issues:
Our rate-limiting system is designed to maintain the integrity of our website and ensure fair usage for genuine customers. If you encountered rate limits, it is likely because of excessive automated requests or unusual browsing behavior. This system is not a flaw but a safeguard against bots and illegitimate activity.

Payment Options:
As stated clearly in our FAQ, iDEAL is available only for customers based in the Netherlands paying in euros. If this option didn’t appear for you, it could be due to the use of a VPN, proxy, or other methods that interfere with your location settings. These tools also bypass standard functionality, which may explain your inability to access the payment methods you expected.

Customer Service:
Our team prioritizes assisting genuine customers. If your inquiries were ignored, it could be because the issues stemmed from activity that violated our site’s terms of use, such as automated browsing or circumventing rate limits.

We stand by our policies that prioritize legitimate users and a fair shopping experience.

Best regards,
Mika
Customer Support Team
Nipponrama Store

Réponse : Nipponrama

6 sept. 2024

Dear Matias,

Thank you for your feedback, even if you seem to only put 1-star reviews on Trustpilot. We sincerely apologize for the issues you've encountered with your order. It seems there was an oversight on our fulfillment team end, and you only received part of your order. We completely understand your frustration, especially since you opted for express shipping.

Regarding the customs fees, we clearly state in our FAQ (which is linked on all pages of our website) that shipments from Japan to Europe may incur such charges. Unfortunately, these are determined by your local customs authorities, and we cannot predict or cover them due to the variation of laws in over 150 countries we ship to.

As for the slight shipping delay, we would like to note that delays of a day or two are not uncommon when shipping internationally, especially during the typhoon season we are currently experiencing in Japan. Despite these challenges, we do our best to ensure timely delivery by sending packages to Japan Post even in adverse weather conditions.

We have already reached out to you by email with two solutions to resolve this matter as quickly as possible. Please check your inbox, and let us know how you'd like to proceed.

Once again, we apologize for the inconvenience, and we appreciate your understanding.

Best regards,
Nipponrama Customer Support

Réponse : Nipponrama

Actualisé le 14 juil. 2024

Hi Vivienne,

Thank you for sharing your feedback. We're very sorry to hear about your experience. We take every customer's concern seriously and strive to ensure all orders are fulfilled and all emails are responded to promptly.

We have checked our records and do not have any orders or emails under your name. Could you please provide us with your order number or the email address you used to contact us? This will help us investigate further and resolve any issues you may have faced.

Our team is committed to responding to all inquiries within 48 hours, and we want to ensure you receive the books you ordered or a full refund if there's been an issue.

Thank you for your patience, and we look forward to resolving this matter promptly.

Best regards,

The Nipponrama Team

---

Edit after you shared your contact information with us on Trustpilot:

Thank you for providing us with additional information privately on TrustPilot, which allowed us to identify your order and review your correspondence with our customer service team.

We understand your frustration and apologize for any inconvenience you have experienced. It appears that you reached out to TrustPilot 24 hours after contacting us directly. As we mentioned earlier, we are a family-run business and not Amazon, so our response time is within 48 hours.

We have confirmed that you have been receiving tracking emails from Japan Post since July 2. This indicates that your package is indeed in transit. We assure you that we have fulfilled our part in dispatching your order promptly.

If given a little more time, we would have been able to investigate further with Japan Post on your behalf. We have now contacted Japan Post, and they have informed us that due to a higher than usual demand, your package is awaiting dispatch to Poczta Polska.

We appreciate your patience and understanding. Rest assured, we are doing everything we can to ensure your order reaches you as soon as possible.