I bought one of the bunny plushies for my daughter because she's always asking for something soft to cuddle at night, and it's honestly become her favourite thing. She takes it everywhere around the h... See more
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Ordered on 2 July, heard nothing until I chased them a week later. They then claimed my parcel was cancelled due to “new EU import tariffs” (which were announced back in February!) and asked me to sen... See more
Company replied
I bought the long cat plushie for my girlfriend and she absolutely loves it! It's so incredibly soft and she's been cuddling it every night. The quality is amazing and it's even cuter in person. She's... See more
Honestly couldn’t be happier with my order. I spent ages browsing because there were so many cute plushies to choose from for my girlfriend 😂 The whole experience was great from start to finish. Deli... See more
Company replied
Company details
- Outlet Mall
- Children's Clothing Store
- Children's Toys Store
- Men's Clothing Store
- Toy Store
- Women's Clothing Store
Written by the company
A store dedicated to selling you the cutest plushies, building blocks, home decorations, and more! Kawaiify your home today! Quality and excellent service guaranteed.
Contact info
12 Park Lane, RG31 5DL, Reading, United Kingdom
- info@kawaiies.com
- www.kawaiies.com
3.8
Great
1K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 30% of negative reviews
Typically takes over 1 month to reply
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Item Not Received
No package after 7 weeks. Email responses from the company have a cheeky tone. Been told they need to get a refund from the courier company before they can refund me. Absolutely stupid.
Edit: reply from company insinuates I have misrepresented what has happened in our email chain. I asked for a refund because I didn’t get what I purchased, and have not had one, why would you expect a good review?
August 14, 2023
Unprompted review
Reply from Kawaiies
I'm sorry to hear about your experience. Just to confirm you placed your order on 11th July and your parcel has been stuck in the UK's postal system since 29th July. You notified our team about this delay on 3rd August and our team has been investigating your missing parcel with the logistics team. We apologise for the delays, but we cannot be held fully responsibity for the postal service's performance. We will endveiour to follow up on this.
We offered to send you a new shipment at no extra cost, but you insisted on getting a full refund and a reshipment. We believe this is an unreasonable request.
We respect your right to share your feedback, but we ask you to be honest and fair in your review. Please do not misrepresent the facts or omit important details from our communication. We have done our best to assist you, but you have not been willing to work with us.
We strive to provide the best experience for our customers and you can see that we stand by this statement based on all the positive reviews we receive on TrustPilot.
Fantastic company
Fantastic company! Lovely products and excellent friendly customer service. My daughters are so excited about their new giant teddies
August 14, 2023
Unprompted review
Reply from Kawaiies
Thank you so much for your kind words, Natasha! We're delighted to hear that you had a fantastic experience with our company. Making our customers happy is what we strive for, and we're thrilled that you and your daughters are excited about your new giant teddies!
We look forward to serving you again in the future. Enjoy those giant teddies, and thank you for choosing us!
Great company & customer service
Great company & customer service! Had a small issue, due to a miscommunication but it was all sorted without any problems.
I brought the penguin & addition outfits, he is so cute & the outfits are adorable- great quality too.
I would highly recommend Kawaiies & will buying from them again.
August 10, 2023
Unprompted review
Reply from Kawaiies
Thank you for your wonderful review! We're delighted to hear that you had a great experience with our company and customer service. We're sorry for any initial miscommunication, but we're glad that were able to work together to resolve the issues.
It's fantastic to know that you find the penguin and additional outfits cute and of great quality. Providing adorable and well-made products is a top priority for us. Thank you for choosing Kawaiies!
Incredible customer service
Incredible customer service, was very impressed with the response time and just how helpful they were it really was fantastic
The product itself was also stellar, high quality and shipped in a timely manner, could ask for more
Would highly recommend
August 10, 2023
Unprompted review
Reply from Kawaiies
We're thrilled to hear that you had an incredible experience with our customer service, Eamon. Our team strives to provide prompt and helpful assistance to our valued customers, and it's wonderful to know that it meets your expectations.
We take pride in delivering high-quality products, and we're delighted that you found our product to be stellar. Thank you for choosing us, and we look forward to serving you again!
Very responsive customer support team
I was impressed by how quickly I received a response from the customer support team. They were very polite and helpful, which made for a very pleasant experience with Kawaiies.
August 6, 2023
Unprompted review
Reply from Kawaiies
Thank you, Peter, for your positive feedback! We're delighted to hear that you had a pleasant experience with our customer support team.
Your satisfaction is important to us, and we're here to ensure you have the best possible experience with Kawaiies. Thank you for choosing us, and we look forward to serving you again!
Ship to US
Ship to US. Not much companies like this that ship actual japanese plushies from Japan.
August 2, 2023
Unprompted review
Excellent service
Excellent service. I got my order in reasonable time for international shipping, and the quality was amazing. Very happy and satisfied customer here.
July 1, 2023
Unprompted review
Reply from Kawaiies
Thank you, Herbert, for your fantastic feedback! We're thrilled to hear that you had an excellent experience with our service.
We're delighted to have such a happy and satisfied customer like you. Your satisfaction is our goal, and we appreciate your support. Thank you for choosing us!
Superb quality and great customer service
The package of my order arrived damaged and there was a hole in the plushy but Zoey took care of it and a brand new one was sent.
The plushy is incredibly soft and fluffy. It was a present and it is greatly appreciated
May 10, 2023
Unprompted review
Reply from Kawaiies
Thank you for sharing your experience with us, Agnes. We're delighted to hear that Zoey from our team was able to assist you promptly and resolve the issue by sending a brand-new plushie.
We hope your new plushie makes for a wonderful and appreciated present. We appreciate your understanding and support, thank you for choosing us!
Excellent customer experience
Excellent customer experience - regular shipping updates and the plushie I bought was high quality and exactly as it appears in photos! I have already made my second order with Kawaiies!
June 27, 2023
Unprompted review
Reply from Kawaiies
Thank you so much, JG, for your fantastic review! We're thrilled to hear that you had an excellent customer experience with us. We appreciate your repeat business and the trust you've placed in us for your second order.
Your continued support means a lot to us, and we look forward to serving you again. Thank you for choosing Kawaiies!
Really lovely and helpful staff
Really lovely and helpful staff, resolved a slight issue with ease and made my daughter very happy with her new plushies.
June 23, 2023
Unprompted review
Reply from Kawaiies
Thank you, Johanna, for your kind words! We're delighted to hear that you found our staff to be lovely and helpful in resolving any issues you encountered. Ensuring our customers' satisfaction and bringing joy to your daughter with her new plushies are top priorities for us.
We're here to make sure you have the best possible experience with our products and service. Thank you for choosing us, and we hope your daughter enjoys her new plushies!
Amazing plushies!
They kept me in the loop and up to date with what was happening, the plushie arrived in a short amount of time and the plushie is very much loved by my little sister, thanks again kawaiies for such a awesome axolotl plushie
April 14, 2023
Unprompted review
Reply from Kawaiies
Thank you, Mason, for your wonderful feedback! We're thrilled to hear that you appreciated our communication and updates regarding your order. Delivering your plushie in a short amount of time and knowing that it's very much loved by your little sister warms our hearts.
Thank you for choosing Kawaiies, and we hope your little sister continues to enjoy her axolotl plushie!
Excellent
I recently placed a order with this company. I only received a partial shipment. When communicated with customer service, and asked why. They quickly replied, unfortunately it was now out of stock. But asked if I wanted a refund or a replacement item. I replied that a replacement was fine. Checked my email, this morning. Item has been sent. This by the way, is my third time ordering with this company. Excellent experience every time. Items come in reasonable amount of time. Items look exactly as pictured. No complaints here. Update: Received my replacement item. Love it!!! They really do have a customer for life
June 2, 2023
Unprompted review
Reply from Kawaiies
Thank you for your feedback, Angela. We apologise for the partial shipment, but we're glad we resolved this for you. We appreciate your continued support and are thrilled to hear this is your third positive experience with us. If you have any further questions or concerns, please reach out to our customer service. Thank you again for your feedback and for choosing us.
First order at this nice shop
It was my first order at Kawaiies and I am really satisfied. With tracking number shipping could be followed and delivery was fast. And the ordered plush, a soft penguin, is so great/cute and a very good quality. So I'm happy to know this shop now. Thanks for the service :-).
May 31, 2023
Unprompted review
Reply from Kawaiies
Thank you for your wonderful review, Barbara! We're delighted to hear that your first order with Kawaiies was a satisfying experience. We're glad that our tracking number allowed you to easily follow the shipping progress, and we're pleased to hear that the delivery was fast.
We're happy to have gained your trust and that you're happy with our service. Thank you for choosing Kawaiies, and we look forward to serving you again in the future.
My mom was absolutely giddy
My mom was absolutely giddy, red pandas are her favorite animal so when I saw the plush on this website I had to order her one, she says it's perfect :) Tp add to that it said delivered but we couldnt find it at first so I emailed them and they emailed back so quick and so helpfully, ready to take care of whatever needed to be taken care of. Not to worry we did find it!! Just wanted to add the awesome customer service as well
May 19, 2023
Unprompted review
Reply from Kawaiies
Thank you so much for your feedback, Hope. We're thrilled to hear that your mom loved her new Red Panda plush, her favorite animal. We apologize for the initial confusion with the delivery, but we're glad our customer service team responded quickly and helpfully. We always strive to provide excellent support. We're relieved to know that the plush was eventually found. Your feedback is appreciated, and we look forward to seeing you again in the future.
I have only good things to say about…
I have only good things to say about this company. I love their spirit and communication has been great. They care about customers and make sure they get the best customer service. Also, their products are fantastic. I made my purchase to help boost my learners' wellbeing and then found that this is what Kawaiies are primarily concerned with. I love that!
May 18, 2023
Unprompted review
Reply from Kawaiies
Thank you for your amazing review, Bev! We're thrilled to hear that you have nothing but good things to say about our company. It's fantastic to know that you appreciate our spirit and the great communication we strive to maintain with all our customers. Ensuring the best customer service and caring about our customers' satisfaction is of utmost importance to us. Thank you for your support and for recognising our commitment. We look forward to seeing you in the future and we hope your learners are enjoying their new activities with our toys!
Great Experience
Ordered 4 things from them last Feburary. A plushie, a backpack, a bed set and a cup. Been using the backpack ever since I got it. It a lovely purple color with several pockets and rooms for storing everything. Very happy with it. Bedding has likewise been excellent. I also love the purple panda plushie I ordered, though the stitches on the right hand are a tad loose. Haven't used the cup too much, but happy with it so far. I easily got into contact with customer service too when my order didn't process. Largly very happy with my experince so far.
May 17, 2023
Unprompted review
Reply from Kawaiies
Thank you for your feedback, Silje! We're glad you're enjoying the backpack, bed set, plushie, and cup from Kawaiies. We apologize for the slight issue with the plushie's stitches, if it becomes a bigger problem please reach out to us. We appreciate your satisfaction with our products and customer service. We look forward to seeing you again in the future, have a lovely week ahead.
Super Sweet Website!
The owners of the site are really sweet! My order came with a coupon code, and I received an email from the team thanking me for my recent review! I'm extremely happy with my experience with Kawaiies! Shipping didn't take too long, and plush I ordered is absolutely adorable! I highly suggest you take a peak, and show these individuals some love!
May 2, 2023
Unprompted review
Reply from Kawaiies
Thank you for your kind review, Shelby! We're so glad to hear that you had a great experience with Kawaiies. We appreciate your support and for recommending us and showing us some love. We look forward to serving you again soon!
Great website to get unusual build kits
Great website to get unusual nanoblocks/microblocks kits. Ordered two, one came without instructions and within a couple of days they'd sourced PDF instructions for me. Some people may prefer printed, I like PDF... so all good! Apart from missing instructions, order arrived quickly and in good state, well packaged. Not built the kits yet but very happy with service.
May 16, 2023
Unprompted review
Reply from Kawaiies
Thank you for your feedback, Pippa! We're glad you found our website to be a great find for unique building sets. We apologise for the missing instructions, but are glad that we were able to quickly resolve the issue for you.
We hope you enjoy building the kits and are delighted that you're satisfied with our service overall. If you have any further questions or need any assistance, please feel free to reach out to us. Thank you again for your support, and we look forward to serving you again in the future!
Fantastic Customer Service
This has been a really, really positive shopping experience! Not only is the Kawaiies site easy to use, it's really accessible to disabled users.
After making my order, I was lucky enough to be selected for a mystery plushie as a free gift, and I can't wait to get my items!
May 10, 2023
Unprompted review
Reply from Kawaiies
Thank you for your kind feedback, Holly! We're glad you had a great shopping experience with us and congratulations on receiving a mystery plushie as a free gift! We appreciate your support very much and look forward to seeing you again.
BUYERS BEWARE - No Response from Customer Service
Update: Received a refund from Kawaiies on 5/9/23. Kawaiies responded to my first email on 4/24 with a generic response and received no further communication or updates thereafter. A simple courteous update would have avoided this complaint.
It was not until I posted this on Trust Pilot that resulted in a response!
As reflected below, I asked for a follow-up regarding the status Five (5) times. I emailed their site, Messaged them on Facebook, and even sent it out on Twitter. No one had the courtesy to respond to any of my inquiries. The Only Platform that worked for me was Trust Pilot. A customer should not have to go through this many channels and spend this much time to get a response from a business merchant.
Kawaiies owners should really take a stronger approach to monitoring and training the staff for optimal customer experience and satisfaction.
__________________________________
This is the first complaint I've ever had to make for an on line purchase but here it is:
First time New customer received item from Kawaiis.com on 4/22/23. Item received had Rust/corrosion on metal ring that is supposed to be attached to the shirt (which was not). The material was subpar and did not look like 93% cotton as advertised (looked similar to a halloween costume material). Contacted Kawaiis via emails and informed of defect and sent 2 pictures as proof. Dates emails sent: 4/24/23, 4/25/23, 4/26/23, 5/1/23, and (5/3/23, direct message on Kawaiis Facebook website).
Their site states customer satisfaction and timely response of 48 hours but this has not been my experience. I do not know what else to do at this point but to take the loss.
BUYERS BEWARE - DO NOT BUY from this site. The owners In Charge should be accountable for the horrible LACK of customer service with this site. Would NOT recommend Kawaiis.com purchases based on this experience.
April 21, 2023
Unprompted review
Reply from Kawaiies
Hi Ann,
I am sorry to hear about your unfortunate online experience. We have reply to your first email and was still investigating this matter. I am sorry that it is taken longer than we expected. We have acted on your kind instructions and informed our production to improve their quality control so this does not happen again. We are happy to provide a full refund or replacement of your choice. Kind regards
Update: A full refund has been issued and the matter has been resolved. I hope you can revised your review. Rest assured Kawaiies will always do their best to help with inquiries, but some investigations may take longer than expected. It appears one of our staff sent a faulty item, and sincerely apologies for this.
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