USA Gundam Store Reviews (%countItem)
USA Gundam Store Rating
Address: 832 S Nova Rd STE 100, Daytona Beach, Florida, United States, 32114-7352
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Their response to my email was to cancel half my pre-order, after everyone else was out of stock (I ended up paying over $100 more re-ordering on the secondary market).
Second: I had one figure that was missing an accessory. This was a factory packing error, and not their fault. To remedy this, they advised me to contact another retailer (who they claimed was the factory, but wasn't). That retailer charged me $20 shipping for the missing part (the figure itself was only $40!) because I am not their customer, and they shouldn't have to eat the cost (reasonable, but I wish they had told me before they sourced the accesory). USA Gundam refused to take on this expense, they say it's not their responsibility (I think it is) so I am left with paying $20 or have a figure that's incomplete. Of course, this figure is also out of stock everywhere. (not that USA Gundam even suggested I give it back to them for a refund)
I judge retailers not by what goes wrong, but how they resolve things when they go wrong. This retailer scores a solid F. I am not saying they are dishonest, just thoroughly incompetent. Avoid like the plague and order elsewhere!
No answer from Email, the phone doesn't ring and when it does 3 days later there is no room on the voicemail to leave a message.
Ordered 2 items from them and wanted to add a 3rd. They charge $12.99 for shipping and to avoid the cost of another $12.99 I looked around to see what my options were. Because it was less than an hour since I placed the order, and both were on back-order, needing weeks before they would ship, it was confusing to not see a cancel button. They clearly have gone out of their way to make this difficult to be in control of your own money.
After checking my email account I saw the order confirmation and a customer service address for questions. Having no obvious way to cancel I read through the FAQ on their website. Looks like you can call or email them back. Another tidbit I read is it turns out you can cancel with a 5% fee? In my case I wasn't sure if there would be any acceptations as the items were not in stock and most retailers don't charge payment until it is shipping (***)
The next day I called them and got a busy signal all day. I sent another email to customer service. Looking over the emails I had, there was one from "Adam" thanking me for my purchase at USA Gundam Store and telling me that it was a family business. Not knowing anything about their process because none of the timelines within the FAQ regarding time of response have been followed I sent him an email asking for guidance.
The next morning 3 days after my purchase the phone finally rang but there was no room on the voicemail to leave a message.
At this point we are 6 days since the purchase 6 days since the first email and no way to contact the seller. This was not during the weekend or holiday.
Toy stores are supposed to be fun, not sure what is going on here but it feels funny that i'm 6 days into this and all I have are 3 sent emails no response and no way to call them.
I would like them to fully refund the money that was charged without providing a service or product. I would like them to stop the nonsense and add a cancel button on the website for order that aren't processed. I would like them to stop charging for items they don't have in stock, until they are ready to ship.
Hi ***. I remember assisting you with this order over the phone very recently as it was made only a week ago, as well as via ***. So, though your claims are very detailed are quite false, beginning with the number of items in your order which was 5. The offer to add an additional item to your order was provided as well as the offer to cancel your order provided. You stated you did not wish to make the changes to your order and that you would simply "take it up with your credit card" as you did not agree with our posted 5% cancellation policy, nor did you wish to add the additional item if this was our policy. We have offered many alternate solutions to you both here and via *** all of which were ignored. These offers still stand and you are welcome to contact us back if you have made a decision on which policy works best for you.
In case you have forgotten your options provided via phone, You are still welcome to add to your order, cancel your order (To store credit or the original form of payment), and remove items from your order as long as your order has not processed. As your order contains a backorder item, it is set to process as soon that item arrives later this month. So any changes can be made before that time.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is mind boggling. So far I have emailed them 3 times with no response. This is the most they have communicated with me. Although this reply to this complaint has answered my question about a 5% fee to cancel an order that should not have been charged, on a product they do not have on hand to deliver. The emails were all sent asking for cancellation. Why is there any question as to my intent in this response?
There has been no communication outside of this Revdex.com response as well as what I can only assume is a response to PayPal when I asked for the charge to be removed after not getting anyone on the phone and no response to my emails. Looks like they are more interested in holding up peoples money, possibly stealing money and/or keeping their image within Revdex.com than they are in actually responding to a customer directly.
This doesn't clear up anything, I have always asked for this order to be cancelled.
1) The email to cancel the order was sent within minutes after placing it. The order was placed after hours, the order contained items not in stock. Why on earth is there not a way to cancel an order on their website especially when the shipment couldn't have happened for weeks? This is the first communication I have had with this shady company and low and behold it contains insults, and a policy that really looks like wow, 5% to do what exactly? *** don't have this policy. Furthermore WHY HAVEN'T THEY RESPONDED TO MY EMAILS? IMO Shady companies shouldn't be allowed to take money when they provide nothing. As a result I am looking for a full refund not 95%
2) Add a cancel item button to your website
3) Don't charge peoples credit cards when you don't have the product to ship
Side note here, answer people when they communicate, don't wait for them to complain to their lending companies and customer protection companies like Revdex.com.
As stated previously we offered all these options to you over the phone. As your inquires stated in your email were addresses with your phone conversation no further email response was necessary. The same policies apply regardless of communication method.
We offer cancellation through communication whether phone or email. Your original request was asking to have the item added to your order which was offer to you on the phone as well as cancellation on the phone via several method of refund, both gift card or return to the original form of payment.
As the cancellation for your order was requested back to the original form of payment at no fault of ours it would then have the 5% transaction fee apply to it. Your solution of a cancellation button on the website would not remove this fee. We have provided ample solutions, if you would still like to cancel this order, however, there would be a 5% transaction fee as stated on our website policy page.
(The consumer indicated he/she DID NOT accept the response from the business.)
This stated conversation never happened. My emails have received no reply. However they have time to reply here? Hey genius keep the customer happy and Revdex.com wouldn't have to be contacted. Also cancel the order already.
Your reasoning that offering a cancelation button on orders would still result in having a 5% fee only highlights the bad business practices stated in my complaint. The ludicrous statement that we have spoken only proves this companies inability to see the reality that they are more interested in their image than providing customer service.
I did try and call 2 times today. First time no ring. Second time 3 hours later. NO RING? It's like I'm in a bad movie that could only take place in Florida. And this company personifies the sun shine state in total disfunction. The only communication I've had is through this Revdex.com tool. You can't reach them and I guess they must have confused email with actual mail because I'm over a week in here and still no communication that way.
1: I am asking for a full refund for the zero work they have done. 3 actual emails sent requesting this. And this clown even mentions it in the response. Cancel the "order" and refund the money.
2: step up your customer service and stop the predatory practices of not communicating by offering a cancelation button (and not charging your CUSTOMERS for the right to change their mind when you have literally done nothing), because lord knows you can't figure out the phone or email.
3: stop charging for items you don't have in stock. Why are you doing that? No other retail companies are. Is USA gundam that hard up for cash that they need to take payment when it's weeks away from being shipped? Possibly?
Seller doesn't fulfill orders or respond to issues. I placed two orders and shipped only one out and lied they shipped all the items. Refused refund.
I placed two orders on usagundamstore.com on March 14th for order#*** and May 1st for order#***. The store shipped me one package on May 19th with *** and I received the package on May 22nd. In the package, I only found the items for order #*** but none of the items from order#*** is in the package. I sent an email out to the store asking why there is one *** tracking associated with two orders and I stated that I only received items for order#***. I didn't get any response from the store. I thought they are waiting for all item (most of the items were preorder and not available to ship in order#***) became available and ship them all in next shipment for order#***.
On July 18th , I checked the store website and found out all my preorder items from order#*** are in stock and available to ship. I email them again but still got no response. I called them next day on July 19th and the worker named Dee said she will investigate and get back to me which they didn't. On July 27th, I called again, they said they already included some items from order#*** (Please see snapshot of order status of *** for which item they said they shipped) in the last shipment which I didn't. I told them I didn't received all the items. I explained to them that the package I received from ***, the size of the box can't fit for all the items she claims she shipped. I also emailed them the picture of the box and the item I received to proof that it can't fit all the items she claims they shipped. They said they will investigate but they ignored me again. Then I call them again on August 4th and they said they did ship all items to me and nothing they can do for it. I opened a claim to *** to investigate and try to get full refund for this issue. Seller only provided the same *** tracing number to ***.
In conclusion, I believe seller is lying and trying to cheat on me that they already shipped some of the items to me for order#***. Also, there are even still have some preorder items (already released) listed on the order status webpage that are not shipped out to me yet for order#***.
Seller is trying to fool around and not issue refund nor shipping the items to me.
Info:
***
Package DIMENSIONS 13x12x9 in.
Order#*** (none of item received)
*** transaction ID: ***
Order#*** (received)
*** transaction ID:
Issue full refund.
Customer requested his order be merged and all available items were shipped together. Allowing the remaining preorders to ship together at a later date once they were all available. Items were merged following the request of the buyer.
Included are images of our shipment program providing proof all items were scanned into the package. Weight of the package from *** also takes into account ALL items.
Also included is the interaction where this request was made by the buyer asking his items be merged and shipped. As well as the invoice included in the shipment box that showed all the included shipped items. We have verified through our packing/inventory records that these items were included in the shipment.
I ordered a product and paid $8.99 for three to six day shipping and didn't receive it until 14 days and requested a refund with no response back.
I ordered a product on June 7th and paid $8.99 for three to six day shipping. By June 15th my item had not shipped yet so I contacted Adam the owner of the company. I questioned where my package was and requested a refund for the shipping seeing as how add over exceeded the window for shipping. I never got a single response back but they expedited my product then it was received by the 19th. they still have yet to contact me in regards to a refund of my shipping costs and have also canceled my membership without my consent. Extremely dissatisfied with customer service seeing as how they do not contact the customer whatsoever.
I am looking for a minimal refund of the $8.99 shipping cost. Seeing as how I waited over 14 days for this package that should have arrived within 3 to 6.
Hi,
Your order #*** was processed and shipped on June 15th and arrived delivered on June 20th. Within the 3-7 business day shipping time frame. Tracking on this order was:*** (USPS). Please keep in mind the selected shipping method is simply shipping and does not include processing time.
No cancellation to your membership was made. Memberships will only cancel if your card is unable to be charged due to a decline by your bank or by your request. Three attempts are made to charge the card provided and if they are unable to renew your membership is cancelled. You are welcome to resubscribe using an updated or valid form of payment at any time.
During the 7 weeks from date of placing the order to today, I received only 1 communication from the merchant and still haven't received my order.
I placed an order on May 2, 2020. On May 16th, I emailed asking when the order will ship. I emailed again on May 19th asking about the status and started a dispute with my credit card company.. On May 20th, Josh responded one of my items was a preorder and it just came in so it will ship together. I canceled the dispute. I waited and still didn't receive the order. On June 3rd, I emailed again asking when it will ship. There was no response. On June 19th, I emailed again stating I didn't receive the order. I re-disputed and have put in this Revdex.com complaint.
I'd like a refund.
Order contained a preorder item. A chargeback was filled and is still currently open. Once an order has a charge back filled we are unable to modify the order until the charge back is resolved.
(The consumer indicated he/she DID NOT accept the response from the business.)
The dispute was cancelled the day I received the email from rep Josh that it will ship soon. I did not receive it nor heard back from anyone when I emailed them regarding the status for weeks. I reopened another dispute the same day I filed this complaint (yesterday). I doubt your system won't allow you to process a refund just because there is a dispute. If you refund the money, my bank will see it as refunded and automatically close the dispute and I will close this complaint.
This order contained a preorder item. Client preordered this item and the order is available to ship once all the preorder items are available. Preorder item arrived and the order was shipped. Tracking was provided: *** which shows delivered. An open chargeback with his bank is still showing pending on this transaction and has not been removed as stated by the client. Attached is proof of the open claim as well as the original date it was opened.
(The consumer indicated he/she DID NOT accept the response from the business.)
I did receive the order and the dispute was closed.
Attached is proof that I closed the dispute on my end with ***.
Document Attached***
Dispute closed.
Missing order with no response from vendor.
On 5/26 I placed an order, for which $40.97 was immediately deducted from my account, I have contacted them twice asking about the status, and finally again on 6/3 telling them to cancel my order. There has been no communication from the vendor except for advertising. At this point, I just want my $40.97 back. During this time, I attempted more that 30 times to call the vendor, and each time, the phone had a busy signal.
I would like a full refund of the $40.97 back to my cc. Given the lack of communication, I don't think I should have to settle for less. At this point, I don't want to receive the order at all.
Items purchased were preorders items. The Arttystation sets. Preorder dates and information are listed on the item description. A request for cancellation was made and a response sent. Attached is correspondence for cancellation request and response. Order has already been cancelled and refunded.
(The consumer indicated he/she DID NOT accept the response from the business.)
The claim that the Arttystaion sets were a preorder is false. The items showed as in stock when the order was placed. There was never communication of these being preorder until now, and the response for offering a refund didn't come until after this complaint was filed. Given the items were showing "in stock" and not "pre-order" I feel I should not be paying 5% to receive a refund. If that's how this will end, I have little choice but accept it; but, the business practice is shady at best. I also want to note, there were other modules I wanted to buy, I couldn't add them to the cart because they were out of stock; not preorder.
Preorder items can also be out of stock if they are sold out during the preorder window. These items are preorders items, as they are a brand new line being offered and carried. In order to purchase a preorder item the preorder agreement must be acknowledged. You can find all remaining cancellation policies listed on our website, including the 5% transaction fee for cancellations.
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, the issue with the company is the lack of timely communication. This is perfectly demonstrated by the Revdex.com setting a deadline to respond by June 26, then contacting them again on June 30 for a response. My complaint remains valid, and I acknowledge that I have received the refund (minus the 5% fee). I will do no business with the company again, and I would advise others likewise. The lack of timely communication is at the very least poor practice, and in some cases, downright offensive.
Customer service unresponsive and pre-order items have still not shipped.
I purchased a pre-order item from this store on March 10th, 2020 which was supposed to be shipped out by the end of April 2020 according to the store's website. I have emailed the store since to check on the status of the shipment and have been informed that it was on its way to their warehouse on March 23rd, then got stuck in Miami due to the lockdown on April 8th, which is completely understandable. However, Miami has reopened since and I received no response from customer service to any emails I sent (on May 17th, and on June 3rd) asking for information.
I just want to finally be contacted by the store with sufficient information about my order.
This order has been fulfilled and communication given as well as tracking. Tracking on the order for this preorder figure is:
(The consumer indicated he/she ACCEPTED the response from the business.)
Everything turned out okay. The shipment has been sent after thorough explanation and extensive communication with their customer service. Thank you Revdex.com and Usa Gundam Store
no communication, tried to cancel my order it was a birthday gift for my bestfriend it took way too long to even ship no one responds to my emails
may 9th I ordered for my bestfriends birthday . it said ships 3 to 7 days . I emailed after ten days to see what was taking so long and got no answer .I emailed after 10 days trying to cancel my order twice and got no reply 16 days later my order ships when I asked to cancel twice .
i dont want this order i want a refund
Items were shipped and processed to the recipient. Tracking on the order is: ***
(***) which is showing successfully delivered. If you no longer wish to receive your order you are welcome to return the items to the return address listed on our site. A refund can be issued once the items are returned.
They will take your money, keep pushing your pre-ordered items past the release date (even though it has been released and is is available elsewhere) and then will charge you for a fee to cancel your order even though the product was never in their possession. They DO NOT notify you of a refund charge before your purchase only when a refund is requested. STAY FAR AWAY!
Ordered 2 anime figures on 3/16/2020. 2 months later, still not getting them. I need full refund ASAP.
I ordered 2 anime figures more than 2 months ago on 3/16/2020 which were showing "in stock" on their website. Later when I was calling check status, found out one of them was still on its way to their warehouse. After 2 months, I still have not received my order and I could neither reach anyone from their customer service phone number. Later after many tries, on 5/20/2020, they sent me email told me 1 anime figure was lost during shipping. Then I asked for a full refund. But no one reply me and I still have not got my refund. At first, put some merchandise as " in stock" when they are not, is very bad business practice. Then, left customer waiting after merchandise lost is another unacceptable business practice. I have made thousands dollars purchases from them. And now I feel very disappointed of them. My order number is ***. And I need the full amount of purchase price of 249.84 dollars to be refunded. Thanks!
I need the full amount of purchase price of 249.84 dollars to be refunded ASAP.
Hi***,
We see to made the request to refund on the same day opening this claim, we have already cancelled and refunded your order. We also have answered all your inquires as well as provided you the tracking information for the shipment containing your figure which was lost. We appreciate your understanding as things are quite hectic with shipping during this COVIS-19 pandemic, however we are working to ensure items ship as soon as they arrive and work to make things as easy as possible for you when things like this happen. Feel free to reach out to us again and/or contact us if you have further inquies.
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm satisfied with this solution and hope the refund can be processed as soon as possible.
I paid $12 for a 3 - 7 day shipping guarentee on April 21st 2020. it is now monday may 4th, I sent them an email and tried calling them with no reply
I purchased a gundam model on there website for around $60 which included a $12: 3 - 7 day shipping fee. so I waited and waited and finally I called on April 27th and they said it was shipping, ok. so now its monday May 4th, I still dont have the item I purchased and I emailed them twice and called 3 times with no amswer! I am willing to wait if the item has not gotten to me yet because I want the item over the refund I dont care but if the the item never comes I feel ripped off and want my money back. my order # is
i am seeking to get the item in my PO box soon. please. its been 2 weeks now.
Hi,
This order #*** was processed and shipped. Tracking was also provided. Item is showing successfully delivered to the address provided. Tracking for this order is:
(The consumer indicated he/she ACCEPTED the response from the business.)
yes I accept the request and I regret makimg this Revdex.com complaint in the first place. I understand it took a while for my product to get to me, I was however upset that I spent $12 for 3-7 day shipping and it took around 12 - 14 days to get to me, other than that the product got to me just fine and in good condition. thank you.
Very delayed order fulfillment of an already available elsewhere item with no response or indication of when.
Pre-order placed for item SKU *** on July 6, 2019. Product released early December of 2019. Expected a 1 to 2 month delay in shipping to the US. When inquired in February, response confirmed my expectation of a delay. Product has been shipping direct from Japan since then from other retailers. It has been two months since, so I sent an email regarding the status of the order and to request a refund earlier this month, with a follow-up email two weeks after. Neither have received responses. Attempted to call them today and the phone line seems to be disconnected, despite using the number largely displayed on all pages of the store. (which given the current situation and the closing of physical stores, may or may not be related, but brings doubt.) As an addition, pre-order items state their month of release on the item's page usually; the store page for the product in question still states the month as March while still being out of stock as of this post. Item has not been processed for shipping or placed in post.
I understand that, as of right now, there is a pandemic going on and to expect delays. However, there were statements that the warehouse will still be open and operational, as well as orders still being fulfilled. (Quite a few actually, the multiple digital flyers have been stating as such.)
Order #*** placed Saturday July 6th, 2019 at 12:26 for $168.87.
This product has been shipping from, or has been in stock at, other retailers for at least 2 months now. The product is still listed as out of stock here, and with no updates regarding its status, I am requesting a full refund.
Hi,
Your order contains a preorder item, Azur Lane Vampire 1/7 Scale Figure. Though originally estimated to arrive in March this item has been delayed due to COVID-19. ***'s US distribution is currently in lockdown as they are only located in California. They are unable to access their distribution warehouse at this time and currently the state of California is retaining this lockdown status throughout the month of April. As soon as they can access their warehouse and begin distributing their products, they have assured us they will have all the preorder items out to us as soon as possible. As soon as this figure arrives, we will be sure to have this order processed and out to you as soon as possible as we are still open, processing orders, and receiving shipments. No cancellation request was received, but can be offered if contacted.
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the transparency. I checked with ***'s online shop and delay announcements and did not see the item anywhere mentioned. As a CA resident, I am not realistically seeing a reopening of businesses soon either. I'd like to cancel the pre-order and receive a refund.
If you order anything from them that is in stock, they are great. They ship fast and often times give discounts. However, if you want to order pre-order items from them, be sure to steer clear of them. Every single one of my pre-orders came over a month late. I do understand that I got a pre-order item and that sometimes there are delays. What I am not ok with is the constant lies and lack of communication from the company. I would of never known my stuff was delayed unless I called. They never update the expected date on their website until well after you complain, nor do they contact you to let you know there was a delay. I would call weekly to check on my orders and they always told me "it will be in next week". Next week would come and my stuff wasn't in, so I would call again and get the same answer. I have also called and been told that there is a delay from the manufacturer directly and that is why it is not in. Funny how they say there is a delay from the manufacturer yet any other store across the country has the items I ordered in stock and has had them for weeks. Constant lying and lack of communication has officially lost a customer for good. And not to mention several other people I know who used to use them are finding alternative places now due to this. It's sad because I really do enjoy giving a small local Florida company the business, I just can't trust them anymore.