Toy Tokyo

As many toy collectors know, the toy industry, and specifically collector, and exclusive toy industry is very fickle - especially with pre-salesThere is always the potential for manufacturer's production delays, and there are potential shipping delaysSo unfortunately we at Toy Tokyo are
sometimes at the mercy of the manufacturers and distributors.The order placed by *** *** was based on an email blast announcing the pre-order sale of the Toy Tokyo San Diego Comic Con Exclusive Green Crystal Power RangerThe pre-sale of the toy started on July **, a SundayThe email blast was quite explicit in explaining that the shipment from California was set for an ETA at our warehouse by the end of July.However this slid into the first week of August, since it was a larger shipment that was sent from California to New York City by a ground freight carrier.By time the shipment was received, and processed by our warehouse, we had completed the first week of August. Our warehouse team worked diligently the beginning of the *** week of August to ship all of the pre-orders that had collected up until that pointAs of August ** all of the pre-orders for the Green Crystal Power Ranger had been shipped, including *** ***'s two pieces.*** ***'s package was shipped out on August **, and is scheduled to be delivered on August **.What was unfortunate is that our CRM system did not pick out the one email that was sent to us from *** *** because it was inundated with spam emails from manufacturers and distributorsOur team is definitely working on streamlining our customer service system for our online ecommerce services so mistakes like this do not happen in the future.As far as the complaints that were posted by *** *** on our *** and *** accounts are concerned, as a general policy we try to direct our fans and our customers off of social media, and into direct contact with our store or via email. Our staff that handles our social media have instructed to deal directly with customer complaints as a priority and notify members of our customer service team, who are tasked to deal with such issues.However, all of this being said, Toy Tokyo has one small advantage over other ecommerce businesses, and that is our brick-and-mortar storeOur phone number is readily available to the public for both our store and our warehouseMany customers in the past, if they had unanswered questions about their orders, or even general product questions, they would simply reach out to us by phone.In late Toy Tokyo embarked on a new project with our website, in order to improve our ecommerce shopping experienceThis is a process that will ultimately make our online sales experience more streamlined, with a goal of improved customer service. But, due to the nature of our industry, that does not resolve the issue of delays from manufacturers and distributorsThis is why we try to be as clear as possible with regards to release and shipping dates, and that they can ultimately change. In the future we will be more diligent and precise in setting the proper expectations with our customers with regards to pre-order items and their availability dates.Also with the changes in our CRM system, customer emails will not slip through the cracks and go unanswered, as it did in the case of *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Review: Toy Tokyo announced on their Twitter page that on October **, 2013 they would be listing the NYCC Exclusive Pop Blue Batmobile w/ Batman set on their website. On October **, 2013 I navigated to their site and selected the NYCC Exclusive Pop Blue Batmobile w/ Batman set. The site stated it was 'In Stock' and so I placed the figure in my cart, paid for the item, and was assigned an order number. Later that day, I received an email stating that they would be refunding me my money because they had oversold the item. I do not understand how my order was cancelled, when the order number assigned to me was #[redacted]. There were several orders placed after mine with higher order numbers that were fulfilled and will be receiving the NYCC Exclusive Pop Blue Batmobile w/ Batman set. I believe this is false advertisement on their part for stating the product was in stock, when it wasn't. If the product was in stock, then I should be receiving the product due to my order number. It has never been explained why my order was not honored, and people that ordered after me were allowed to receive this item.Desired Settlement: The desired outcome would be for Toy Tokyo to honor the order I placed and mail me a NYCC Exclusive Pop Blue Batmobile w/ Batman set.

Business

Response:

In response to [redacted]

We did post the Pop NVCC Batmobile to our site on October [redacted] as we had advertised. Due to an overwhelming response from a high volume of customers trying to buy the product, our website unfortunately crashed only seconds after the listing went live on that day.

This meant that for a few minutes our website was inaccessible to both customers and even our own IT team. Shortly after, we experienced another unexpected system error- a few customers who had the Item in their cart at the moment the site crashed were able to continue to the checkout once the site was back up. This appears to be what happened in this customer's case since he stated that he had the product in his cart. The web inventory number was updating at this same time (as soon as the site was back up) and the result, once all web processes were back up to speed, was that more purchases were able to go through the checkout process than we had quantities to fulfill.

We sent a cancellation email to all customers affected by the end of that same night with our sincerest apology as well as a sizable discount code that they could use on our site for another purchase copy of the email is below. We processed refunds for customers whose orders were cancelled by the end of the following day.

We have not had this website issue in the past and are working to make improvements to prevent something like this from happening again in the future. Here is the letter we sent out to inform customers of the situation, the remedy, and our apology:

"Dear Customers,

We're deeply sorry that your order was cancelled for the Funko Pop Blue Batmobile Exclusive. We've never had such a catastrophic situation with our website before and it created new problems for us that we handled in the best ways we could at the time. We greatly apologize and are making improvements in many areas of our small business to prevent these issues from occurring again.

We know that coupons don't really make up for the situation but we're offering 33% off to those customers whose Batmobile orders were cancelled. From now until Sunday Oct [redacted] you have the opportunity to use this coupon: "[redacted]" for any and all orders that you place and it is good for everything on the site except for KAWS Collectibles.

Again this coupon "[redacted]" will be open to you until Sunday night and is being offered only to customers whose orders were cancelled, not to the general public. We sincerely hope you understand that much of this was a technical glitch that we did not foresee happening. We've received both positive and negative feed back from you and appreciate all of it. Every day is a learning experience a nd will be making changes to improve our processes going forward.

Thank you

Review: I created an order on July **, 2015 on Toy Tokyo's website. As of Aug. **, 2015, the order for the items still says "awaiting fulfillment" despite me paying for the items on the date I created the order. I have tried multiple means on contacting Toy Tokyo -- their [redacted] page, their [redacted] account and emailing customer service. They refuse to answer questions regarding this order and those of customers who made similar orders on that day. There is no means of cancelling an order on their website; it has to be done via customer service. They are terrible communicators who should be blacklisted as an online retailer.Desired Settlement: I want what I paid for. I should be made aware of why it hasn't even been shipped nearly a month after I paid for it.

Business

Response:

As many toy collectors know, the toy industry, and specifically collector, and exclusive toy industry is very fickle - especially with pre-sales. There is always the potential for manufacturer's production delays, and there are potential shipping delays. So unfortunately we at Toy Tokyo are sometimes at the mercy of the manufacturers and distributors.The order placed by [redacted] was based on an email blast announcing the pre-order sale of the Toy Tokyo San Diego Comic Con 2015 Exclusive Green Crystal Power Ranger. The pre-sale of the toy started on July **, a Sunday. The email blast was quite explicit in explaining that the shipment from California was set for an ETA at our warehouse by the end of July.However this slid into the first week of August, since it was a larger shipment that was sent from California to New York City by a ground freight carrier.By time the shipment was received, and processed by our warehouse, we had completed the first week of August. Our warehouse team worked diligently the beginning of the [redacted] week of August to ship all of the pre-orders that had collected up until that point. As of August ** all of the pre-orders for the Green Crystal Power Ranger had been shipped, including [redacted]'s two pieces.[redacted]'s package was shipped out on August **, and is scheduled to be delivered on August **.What was unfortunate is that our CRM system did not pick out the one email that was sent to us from [redacted] because it was inundated with spam emails from manufacturers and distributors. Our team is definitely working on streamlining our customer service system for our online ecommerce services so mistakes like this do not happen in the future.As far as the complaints that were posted by [redacted] on our [redacted] and [redacted] accounts are concerned, as a general policy we try to direct our fans and our customers off of social media, and into direct contact with our store or via email. Our staff that handles our social media have instructed to deal directly with customer complaints as a priority and notify members of our customer service team, who are tasked to deal with such issues.However, all of this being said, Toy Tokyo has one small advantage over other ecommerce businesses, and that is our brick-and-mortar store. Our phone number is readily available to the public for both our store and our warehouse. Many customers in the past, if they had unanswered questions about their orders, or even general product questions, they would simply reach out to us by phone.In late 2015 Toy Tokyo embarked on a new project with our website, in order to improve our ecommerce shopping experience. This is a process that will ultimately make our online sales experience more streamlined, with a goal of improved customer service. But, due to the nature of our industry, that does not resolve the issue of delays from manufacturers and distributors. This is why we try to be as clear as possible with regards to release and shipping dates, and that they can ultimately change. In the future we will be more diligent and precise in setting the proper expectations with our customers with regards to pre-order items and their availability dates.Also with the changes in our CRM system, customer emails will not slip through the cracks and go unanswered, as it did in the case of [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,