Dekai Anime Reviews 2,519

Reply from Dekai Anime

Jan 25, 2024

Hi,
Thank you for your review.

We're sorry to hear that there appears to be an issue with the item received. All figures are shipped in manufacturer sealed packaging and therefore any such issues are potential manufacturing defects.

In most cases where it is advised an item does not fit the base, we are able to resolve this by providing information via email to assist customers with the fitment issue experienced.

Where issues occur with any items received, we would recommend contacting our customer support team via the contact form on our website. They can then assist with either providing advice that may allow an issue with an item to be resolved, or if this is not possible, they will provide return information to allow an item to be returned for a refund or replacement.

We would kindly request in all cases that this process is followed, as we would prefer to help customers resolve any issues as opposed to responding to negative reviews (3 Stars or less according to Trustpilot guidelines) whereby no opportunity was provided to assist the customer.

As of the time of this reply, no contact has been received to advise of the issue advised in this review.

If, on receiving this response, you do wish to contact our customer support team to resolve any outstanding issue, please use the contact form on our website and we will be happy to promptly assist and hopefully resolve the issue.

Reply from Dekai Anime

Jan 16, 2024

Hi,
Thank you for your review.

We're sorry to hear that there appears to be an issue with the item received. All figures are shipped in manufacturer sealed packaging and therefore any such issues are likely manufacturing defects.

We would advise that there is no direct correlation between reported manufacturing defects and the reliability of a retailer, as retailers do not have any control over the manufacture of products.

Where issues occur with any items received, we would recommend contacting our customer support team via the contact form on our website. They can then assist with either providing advice that may allow an issue with an item to be resolved, or if this is not possible, they will provide return information to allow an item to be returned for a refund or replacement. We would kindly request in all cases that this process is followed, as we would prefer to help customers resolve any issues as opposed to responding to negative reviews whereby no opportunity was provided to assist the customer.

As no contact has been received regarding this order, we must either assume that the issue has been resolved, or that you do not wish to contact our customer support team. If, on receiving this response, you do wish to contact our customer support team to resolve any outstanding issues, please use the contact form on our website and we will be happy to assist.

Reply from Dekai Anime

Dec 22, 2023

Hi,

Thank you for your review.


A PayPal case was raised regarding this order with no prior contact requesting an update via our website contact form or direct email.


The PayPal case raised contained incorrect information advising that "stock had run out" and also concluded with the phrase "want my money back from these negligent imbeciles.".


Considering that no attempt had been made to contact our customer support team or simply request an update regarding the order placed, we would consider that resorting to insults without allowing a business an opportunity to respond is somewhat uncalled for.


In all cases we ask that customer contact is made in a respectful manner, much in the way that a customer would expect a response to be respectful and polite in tone.


A polite and informative response was provided to the case raise advising that the statement regarding the product being out of stock was incorrect, and that an update was available on a pre-order update page on our website advising that stock would be processed from the 11th of December and to allow 3 to 5 working days from this date to receive shipping notification. At the time the case was raised, it had been 2 working days since the 11th and your order was therefore due to be processed shortly.


It was therefore advised that if you wished to proceed with your order, the PayPal case could be closed to allow this to happen and the order would be shipped within the timescales advised.


Unfortunately, your response and Trustpilot review appear to indicate that you have reached the conclusion that being advised that pre-order products may show as out of stock if A: all pre-order stock has been allocated to customer orders or B: pre-order stock has arrived and is being processed prior to being made available for general sale, is an attempt to be something other than responsive and informative to help you understand the status of your order.


We must advise that all information provided regarding the status of your order was factually correct. Any attempt to construe the information provided as being a "lie" or misinformation is categorically not correct and either a deliberate construct of your own making or a complete misunderstanding of the information provided.


No apology was or will be offered in this case as no errors had been made regarding your order, and we would also find it difficult to believe that under any circumstance an apology could be expected where a customer has resorted to becoming abusive without any provocation.


Further to our initial response advising the status of your order as above and also to request that our customer support team who handle PayPal cases are treated with respect and are not subject to name calling or other immature methods of contact, a response was received advising you feel "entitled to make rude comments" and further concluded with insults containing expletives.


Due to this, the case will be handled in line with PayPal timescales that are allowed to respond to any case raised. We will not be subject to repeated attempts to insult or chastise our customer support team for simply responding to a query in a polite and informative manner, and we would kindly advise that following the conclusion of the PayPal case, no further account services will be offered due to the rude and abusive nature of all contact received from yourself.