I've bought cosplays from DokiDoki before and bought their items second hand and have only ever had minor issues - things like fit not being 100% or colour being off. For a while, my biggest problem with them was when they had a huge sale of items they weren't restocking, I snagged some stuff and they cancelled my order.However, in January 2026, I bought a Genshin Impact robotic tail for my Gorou cosplay. It arrived on February 3rd and was faulty. I tried multiple batteries, all new, and did multiple things to make sure it didn't work, and messaged them. I read their refund policy and saw that if the item was faulty, you could return it for free and get a refund, so was happy.Originally, they asked me for a video showing the tail not working, I sent it, they asked me to wait a couple days (which ended up being almost two weeks with me chasing them up multiple times) for them to confirm that it was faulty so I could return it. They said the video was sufficient and to return it. I asked how to return it and was told to wait until they came back from being on holiday to celebrate CNY. I waited until the day they said they'd be back and was still waiting. I waited almost a whole week, still chasing them up, for them to reply. They told me again to return it. I asked them for the return information. They told me I have to pay for the return because they can't confirm it's faulty. I told them what was stated in their returns policy and they said if they receive it and confirm it's faulty, I get a refund and compensation for the shipping, so I agreed. By this point, I had contacted them on the 3rd of February and because of all the delays, I was still waiting to return this on February 28th.Then, I got told, despite it being the weekend, that they don't work on the weekends and to wait until Monday, so I waited, and only on Wednesday did I get a reply. They told me to try new batteries. I told them I tried new batteries, from multiple brands, multiple times. They proceeded to be rude to me and tell me that I wasn't following instructions by not sending them a video that they never asked for. I enquired about what video they wanted and they said they needed a "step by step" video. I asked 'of what?' since I had already sent them a video over a month ago that they confirmed was sufficient. This is where I'm currently up to. It's March 6th. I have complained in my correspondence multiple times that they are constantly delaying. I wouldn't have minded that they took time off for CNY if they weren't messaging me once or twice a week despite me messaging them back instantly every time, telling me to wait for replies that never come, or telling me they'll respond on certain days and then not and being late by weeks.Their customer service is horrific. I've stayed a PayPal claim in the hopes I can get my refund.
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