Tsume Reviews 307

Refund process over two years, I have been trying to get a refund with this company for over 2-3 years but they never agree to it and now they are charging storage fees for the item when in fact I have requested in multiple occasions to refund the said item. Do not deal with this company they are full of scammers.

I’ve been a loyal Tsume customer for years and they’ve been flawless every time. Communication is clear, support is quick and efficient, and the whole team is a pleasure to deal with. When a courier smashed one of my crates in transit, Tsume stepped in immediately and handled it without hassle.

Their figurines and statues are consistently superb in quality. I’m a proud owner of six pieces and every one looks incredible. If you’re a collector, I highly recommend Tsume for both their craftsmanship and their service!

I would avoid the company and spend your money elsewhere. I also bought a Legend of Naruto Uzumaki-MUB and requested a refund after receiving multiple changes to timelines on the shipping arrival. The company also divulged to everyone several months into the process that the figure would require three separate packages, all of which will be subject to customs and tariffs. After receiving notification that a refund had been sent on 10/15/25, I am now unable to contact the merchant via the website/portal and have still yet to see the funds (i.e. ~$2,000 USD). DON'T DO IT. YOU WILL REGRET IT.

I came for the braderie and the staff was awesome, their work is incredible and I’m always happy with all the figures I bought with them!

We travelled from Netherlands to Luxembourg to attend the Braderie Tsume event and it has been the most amazing experience ever. The staff has been so nice, friendly and welcoming. We found unique pieces for incredible prices and we can’t wait to come back for any future event!

Irene & Federico

I made a purchase from Tsume Art for the Naruto bust. The total price was split into 18 payments, which I completed fully (2500 EUR aprox). After the last payment, I waited about 2–3 months but received no updates or information about the shipping status.

I reached out to their customer support to ask for an estimated shipping date. They replied saying they were working on it and asked me to contact them again in two weeks. I did—no response. I waited another two months, still without any update, so I decided to cancel my order. I was aware I'd lose 10% of the total paid, but I felt I had no other choice.

Two weeks later, they replied saying the refund had been processed via bank transfer. However, the money never reached my account, and they never provided a transaction receipt or any proof of transfer. Worst of all, once they "closed" my support ticket, I lost all means of communication with them. I couldn't reopen the case, they stopped replying to my emails, and they ignored my messages on social media too.

At this point, I’ve lost both the statue and my money. I’ve been completely ghosted, and there's no way to get in touch with anyone at the company. I truly feel scammed. I’m sharing this so no one else has to go through the same experience.

----------------------------

Compré el busto de Naruto en Tsume Art, dividido en 18 pagos que completé totalmente (2500 EUR aprox). Una vez finalizado el pago, pasaron unos 2–3 meses sin que recibiera ninguna actualización sobre el estado del pedido.

Decidí escribirles para saber si tenían una fecha estimada de envío. Me respondieron que estaban trabajando en eso y que los contactara nuevamente en dos semanas. Lo hice, pero ya no me contestaron. Pasaron otros dos meses sin novedades, así que decidí cancelar la orden, a pesar de que sabía que perdería el 10% del valor total. Pero ante la falta total de comunicación, sentí que era lo más sensato.

Unas dos semanas después, me dijeron que ya habían hecho la devolución por transferencia bancaria. Pero el dinero nunca llegó. Lo más grave es que nunca enviaron un comprobante ni ningún número de transacción, y al cerrar mi ticket de soporte, me dejaron sin ninguna vía de contacto. Ya no pude reabrir el caso, no me respondieron más correos, y tampoco contestaron mis mensajes en redes sociales.

Hoy no tengo ni la estatua ni el dinero. Me dejaron en el limbo, sin respuestas, sin solución, y con una experiencia que honestamente se siente como una estafa. Comparto esto para que nadie más pase por lo mismo.

Ordered a board game 3 weeks ago. No news, no update. I opened a ticket. No reply. Customer experience at its worst.

I need a refund and they don’t answer me…
I paid 1 of 3 installments and they don’t answer me if I need to pay the rest to have my delivery, I don’t know if they will deliver my statue and I am very nervous.

Tsume is just on another level. Their statues aren’t just toys, they’re legit pieces of art.

Never got my money back after globalfreaks scam. Tsume never took responsibility. Lame company.

They own me more than 800 Euros. Package was return to them after they messed up and they never ask / tell me if I wish to sent again or refund me .. Nothing new next, the "support" is horrible .. Ignored me in Facebook and ticket for months .. STILL waiting for my money after I give them my IBAN info.

Answer to Tsume:
It won't make any difference if I chase you in any plaftorm unless YOU READ the messages !!! As we speak you ignore my messages and my comments in your F**kbook page!!! HERE IS MY TICKET , Delays (#61,642) and my order number is # c15374f4f579a5

UPDATE 27.03.2025
Ils m'ont envoyé une réponse via leur "ticket": FAUX documents DHL avec ma soi-disant signature. Sans droit de RéPONSE!
UPDATE 03.03.2025
Tsume blocked me on Insta + FB
UPDATE 25.02.2025
No News from TSUME! En publiant mon avis Tsume est
passée d'une note de 1 à 4 - c'est une Arnaque!
JAN 2025:
N'achetez JAMAIS CHEZ EUX! J'ai des statues que j'attends depuis 3 ans. Ils noient le poisson, mentent et effacent ou bloquent les commentaires sur leur page FB. C'est de l'ARNAQUE.

Ils ne répondent pas, spéculent. Vous payez des "belles statues" mais certains d'entre vous ne les recevront jamais. Je leur ai encore écris aujourd'hui ( 31 Janvier 2025) et silence radio.

Sachez qu'il y a tout un groupe sur FB qui explique le problème et la fraude sur cette entreprise.
lié à "Global Freaks" la boutique officielle de Tsume à Barcelone.

Malheureusement Trustpilot ne me permet pas de publier des liens et des captures d'écran.

Ils répondront sans doute à ce commentaire en noyant le poisson. Mais je peux vous promettre que si j'ai soit 1 remboursement de mes 2 statues Ikigai commandées il y a + de 3 ans ou la livraison de ce 2 statues, alors je reviendrais ici pour vous le dire.

Faites juste attention à cette entreprise.
-
ENG
NEVER BUY FROM THEM! I have statues I've been waiting 3 years for. They bury the fish, lie and delete or block comments on their FB page. It's fraud and scam.

They don't respond, they speculate. So you pay for “beautiful statues” but some of you will never receive them. I wrote to them again today (January 31, 2025) and radio silence.

You should know that there's a whole group on FB explaining the problem and the fraud with this company.
linked to “Global Freaks” the official Tsume store in Barcelona.

Unfortunately Trustpilot doesn't allow me to post links and screenshots.

No doubt they'll respond to this comment by glossing over it. But I can promise you that if I get either 1 refund for my 2 Ikigai statues ordered over 3 years ago or delivery of those 2 statues, then I'll be back here to tell you.
Just be careful with this company.
-
UPDATE 14.02.2025
Comme anticiper plus haut, cette entreprise allait forcément répondre pour se "dédouaner" et vous ARNAQUER.

Pourtant voilà ce qui se passe réellement: Je leur ai proposé de me rembourser les statues achetées via leur propres canaux (leur site internet). PAS DE RéPONSES.

Mais là n'est pas que la pointe de l'Iceberg "TSUME".

Ils se dédouanent de leur partenariat en tant que BOUTIQUE OFFICIELLE de GLOBAL FREAKS à Barcelone.
Leurs fidèles clients qui n'ont "soit disant" pas pu acheter "à temps" leurs statues "en rupture de stock"- ce qui est un mensonge vu que j'ai acheté l'Ikigai "Shoto"de MHA en 2022 qui en rupture de stock, selon Tsume et pourtant vendu en décembre 2024 à -30%.

En faite une entreprise fiable prend soin de leurs clients or, Tsume spécule sur votre argent. Ce qui fait que recevoir une commande de chez eux est "aléatoire".
Donc ne faites pas confiance.

Mais le pire, c'est que lorsque je leur fais savoir sur les réseaux sociaux: FB, Insta que je souhaite récupérer mon argent ou les statues alors TSUME me bloque et m'ACCUSE de propos injurieux - ce qui est bien évidemment faux.
Je ne les ai JAMAIS insulté/autres trolling. J'ai juste essayé de récupérer mes sous en leur demandant des explication et SURTOUT en informant ma communauté de ce qui se passe avec mes commandes, mon argent puisqu'ils ne m'ont JAMAIS envoyé mes commandes ni même ne m'ont répondu.

Depuis 3 ans+ J'attends ma commande de 4 statues Ikigai de la licence "My Hero Academia".
N'achetez pas chez TSUME!

ENG
As anticipated above, this company LIES.

However, here's what really happened: I offered them a refund for the statues purchased via their channels (their website). NO ANSWER.

But that's not just the tip of the “TSUME” iceberg.

They're clearing themselves of their partnership as the OFFICIAL SHOP of GLOBAL FREAKS in Spain.
From their loyal customers who “supposedly” couldn't buy their “out-of-stock” statues “in time” - which is a lie, given that I bought the “Shoto” Ikigai from MHA in 2022, which Tsume says was out-of-stock and yet sold in December 2024 at -30%.
A reliable company takes care of its customers, but Tsume speculates on your money. That's why receiving an order from them is “random”.
Don't trust them.
The worst thing is that when I let them know on FB, INSTA that I want my cash back, TSUME blocke me, accuses me of abusive language.
I've NEVER insulted them or trolled them. I've just tried to get my money back by asking them for an explanation.ESPECIALLY by informing my community about what's going on with my orders + my money, since they've NEVER sent me my orders or even replied to me. For 3y now+ I've been waiting for my order of 4 Ikigai “MAH”.
I'll keep you update. Don't buy from TSUME!

I have been asking for WEEKS now for a refund and heard nothing or got any money back my bank will now be involved if I don't hear anything back this is my first time ordering and will never again as clearly you don't care about your customers ref 123792f518b36 PLEASE SORT IT OUT THERE IS A REASON I ASKED FOR REFUND!

Update: after many messages I feel like i am being ignored by tsume them asking for 'A few more days" when I give them a few more days no money comes back I have given them enough time one month and 2 days I don't understand what is taking so long TICKET NUMBER #63188 ORDER NUMBER 123792f518b36

FINAL UPDATE: AFTER A MONTH AND 4 DAYS AND NOT GIVING UP I FINALLY GOT A REFUND I REALLY FEEL IF I WOULD OF JUST LEFT IT TO THEM TO SORT OUT I WOULD HAVE NEVER SEEN MY MONEY I HAD TO GO ON EVERY PLATFORM OF THEIRS AND ASK FOR UPDATES AND PUBLICLY LET PEOPLE KNOW WHAT IS GOING ON FOR THEM TO TAKE ME SERIOUSLY

DO NOT RECOMMEND STILL AS ITS MORE STRESS THEN ITS WORTH

I really like the figurines but their customer service is the worst! I ordered something and they delibered it broken!! Upon making cintact with them the feedback was "just use a strong glue or send it back with the risk of breaking it more"

really reaaallyyy disappointed!!!

The Ikigai line until recently had an ultimate edition which was a gamble. Some of these ultimate editions are still NOT SHOWN by Tsume so if you chose to partake in the gamble due to fomo then you basically had no idea what you are paying for. And this happened to me. I received an ultimate edition, it looks worse than the regular. Tsume however refuses to provide a tiny spare part that would fix everything.

They also, for some reason, do not provide correct measurements of the statues.

[edit] anyone can go on Tsume's website and try finding the ultimate edition of Endeavor. Where is it? Show me. Show me the ultimate editions of Shoto, Midoriya and Bakugo. I know for a fact that we did not get previews when we paid. If we did, then FMC would have it too. Both End and Shoto are listed as 34 cm in height, neither of them is. I have them. Look at promotional photos and tell me if they are the same height.

You also can't start showing pictures when you start delivering, you just admitted to not providing information when people pre-order. My pre-order took 2 YEARS.

Liars.

I opened a ticket and quickly received the response, perfect!

Update - I have received my product which is great. Trying to get a response from Tsume art was awful. No apologies for that. If I hadn’t got in touch via Instagram I’m not sure anyone would have got back to me.

Original - I can’t get in contact with Tsume to sort out my delivery payment for 2 of my items. I have raised a ticket a month ago as it is an error with their system. Had one response 3 weeks ago and nothing since. I have messaged within the ticket 3 times and heard nothing back. Ticket id 54856.

It has been over a month now since this all started. I have messaged on Instagram a week half ago. Had a response but nothing else has happened. Who can I contact to get this sorted please as it very frustrating? Really poor customer service not updating with progress.

I made an order with 2 items back in 2015:
1x Itachi Uchiha Xtra by Tsume R-077
1x Kakashi Hatake Xtra by Tsume R-039

Kakashi Hatake arrived, the Itachi one was made as a order and was told it would arrive in 2016. I have emailed multiple times about an update, as you can see 7 years later no response and no product. Unprofessional and terrible service, will definitely people to stay away from this company!

The After Sale Team are really supportive!

My first experience was great. Package and statue in excellence conditions. I am so happy on my first statue ... really great