I'm in need of help too! Received a shipment from them but missing one item. Emailed more than 3 times, no response... Anyone knows how to get in touch with them???

 

They are unfortunately incredibly slow at responding to emails. I'm not sure if it's the same one as their webform email but this one works:

[email protected]

 

Yeah it's been more than a month since my first email, I feel they just ignored... I'll try this email, thanks.

 

6 months now and no response from them on being shipped the wrong item.

The worst place I have ever bought from.

 

Same here, being completely ignored. I feel like starting a boycott here.

 

I never received a reply to any of the 3 emails I sent regarding the fact that they didn't ship Chibiusa with my other stuff. I eventually just filed a PayPal dispute. If they won't respond to me, they likely won't respond to this either. Unfortunately, I'm still out a figure.

 

This was about 2 years ago...but when I opened a dispute through paypal, they responded almost immediately. They told me I should have just emailed them (which I did before opening the dispute). I told them i reached out multiple times before proceeding with the dispute and they said they never received anything. They did fix up my issue, but it seems by opening a dispute will be the only way of getting any response from them, unless I was just lucky...

 

I think that's the take here, if they're not responding to email, open a paypal dispute. The problem with that is that Anime Export makes you pay up front and by the time the figure comes out you might be out of their window, I think it's 180 days.

I just go with the guy's who let you pay at release. If there's a problem, paypal will have your back.

 

Earlier this year I had to get PayPal involved after being ignored since last Sept (!) about an increasing list of items preordered that were just sitting on the orders page as "will refund if not available" and no action.

A couple of the items were well over the 180 days PayPal normally acts upon but as there were newer items all linked they got me refunds of over £400 but of course there was still no word from AE themselves and it burned my bridges for any future purchases - which is a shame.

They seem to respond to some people and not others, and while I wouldn't use my experiences as the final word on them (plenty of fellow UKers use them just fine without incident) I really would have to warn that buying from AE is ok......unless something goes wrong. Then, you may as well forget it.

 

Oh God, I think I just fell into the "unlucky with AE category". After paying EMS for my pricey item, AE gave me a tracking number. I click on the tracking link and the Tokyo post says that number doesn't exist. I plug the tracking in USPS and it says the item was delivered on Aug of 2013 !!! What?!!! An old or wrong tracking number? I haven't gotten any replies from them yet. I'm worried, they aren't known for customer service. This is my first time ordering from them too. Urrgggh! I can't burn any bridges cause I have another prepaid item waiting for a Sept. release. I don't need this aggravation.

 

  Uh oh, that's Superion, right? That doesn't bode well for me. I still need to pay for shipping on mine. (Waiting for paycheck.) I hope you sort out this problem with AE.

 

^Yup. 

 

It can actually take one or two days for tracking codes (even EMS) to be visible through the Japan postal tracking system. I wouldn't worry just yet: I've had many transactions through AE and tracking codes have never ever been a problem for me.

 

Thanks for the level headed words. I was getting all worked up (a major flaw in my personality ) over this. It was the tracking number that scared me. I plugged it in USPS tracking and it said "Item Delivered Aug of 2013". That freaked me out for a few hours but after some Googling, it appears postal tracking numbers get recycled quite often. This is the first time I've ever heard of it but yeah...it's real. I'll just go back to my quite spot in the corner and wait for the box to arrive 

 

I've had that happen to me. Within a few days the tracking number will update properly.

 

So my AE package did arrive safely. Almost a happy ending except the whole tracking confusion got me reading the packaging slip and I think AE cheated me on shipping. The slip states the weight is 1800g, I weigh it on my scale and it was really 1832g. No big deal yet except, they charged me not at the 2000g limit but at the 2500g limit. An unnecessary 700yen markup. I'm not gonna complain to customer service, this entire thread is about them not answering email...so. Has this happened to anyone else? This is my first time using AE and everything people say about them is true;
1. Great import site if no problems occur.
2. If you have a problem, it's a real nightmare to get a hold of anyone.
3. Their prices are the best
4. Their shipping is, on average, higher (thus offsetting the cheap price)

I'll take my money elsewhere in the future.

 

yup. don't get sucked into their cheap prices cause if you have issues, you're as good as fucked. As i mentioned earlier in this thread, they shorted me 3 MP Wheeljacks. They told me i would get them but never did. Then my shipment of MP Bumblebees got lost after hitting customs in Chicago so i never got those 4. After months and months of emails, they finally answered and i submitted paperwork via USPS for the lost shipment. pretty sure AE got a refund but i'm sitting here, missing 7 MP cars, and no refunds for any of them. Last email i got said they would send me a refund Well, that was 4 months ago and i haven't gotten shit. So all the money i saved shopping with them is now void. Fuck them, and their shitty service. I will never shop with them again and use other foreign retailers for my orders.

 

No idea why I went with them for my MP-25 pre-order, but that's the last time I do business with them.

 

I didn't have much trouble with them when I preordered Wheeljack from them last year.It did take a while to get the shipping info but I got the 2 I ordered.I am curious as to how much shipping will be for the big guy,Devy.

 

I finally got their phone number, called, the guy shamelessly denied they were anime export. Then I called out his name, he went silent and hung up on me.

How the fuck are they still in business????

Seriously, shall we start a boycott? If we have enough people, we might be able to bring the business somewhere else as a group and negotiate a price match. There are places where custom service is great, price is slightly higher.