I ordered a figure from them that costs me $239 + $47 for a paid bonus art item + shipping + tax it came out to $318. The figure arrived in perfect condition with no shipping damage but the $47 paid bonus art came with black stains all over the frame and under the glass, and a few scuffs on the frame. I sent Good Smile Company US an email with pictures asking if they could please exchange the $47 art item that arrived damaged and they said that all defective items are handled by Good Smile Company in Japan and sent me a link to make a claim through them. I sent Good Smile Company in Japan the information and waited two weeks, no response. I decided to send them another email and they responded almost 2 weeks later (4 weeks of waiting just to get in contact with them) and when they responded they just sent me a generic email asking me for pictures of the figure, the figure box, the figure parts, etc. I told them that the figure was perfectly fine, the art print was the item that arrived with defects and I had even sent them pictures of everything in my original message (over 50 pictures) of the shipping box, the figure box, the art that arrived damaged, the shipping label on the box. Its as if they didnt even read the original message that I sent them or looked at any of the pictures that I sent them after 4 weeks of waiting they just copy + pasted something asking me for the same information that I sent them all over agian without even reading my message. Why even order from Good Smile US if their going to refer me to Good Smile Company in Japan when things go wrong? I thought the whole point of buying from their US site was being able to deal with customer service and returns/exchanges domestically.
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