I’m sorry to be giving a poor review because the quality of their figures is very good. Customer service however, is an afterthought. I had an issue with their website. I updated my shipping but something went wrong because my pre-order shipped to an old address. Since it was a pre-order, there was no way to cancel the transaction on my credit card (over a year had passed) and I couldn’t get any help from Good Smile. It seemed like the representatives wanted to help, but they had way too much on their plate and company policy was too strict. In the end I paid for a figure I never received and it took them several weeks after I first reached out just to tell me that there wasn’t anything they could do. I would have been happy with an offer for store credit for even a portion of the order’s value but the only thing I got from them was the suggestion that the issue was my fault. I do not recommend buying from them as at any time you may just not receive an order, and if that happens, you will have no recourse. My collection is small but I had already spent hundreds of dollars on figures. Now have to decide if I want to sell my figures or find another way to grow my collection. Maybe I can do the mental gymnastics necessary to convince myself to buy second hand, possibly seek out counterfeits, or just start investing in a different line of figures. I definitely do not recommend purchasing directly from Good Smile whatever you do.
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