Bad customer service and lack of communication
UPDATE: to my surprise (in a good way), I got a notification from Otaku Square and the local post office that the 2nd part of my first order is shipped. My account still says that it's due in May, so there's still clearly something not entirely right there, but this is good. All without me having to contact them too (sadly, I guess that's not a given). Of course, the below is still valid in terms of CS complaints
Sadly, the two times I've ordered from them, I've had bad experiences with them. Both times had to do with their customer service and the state of their system. Very similar to reviews below me.
Customer service is basically useless, as they don't seem to have access to anything useful. Every time I've contacted them the result was the same: 'Unfortunately, we can't see anything. We'll put out a message for you internally and someone'll contact you.' This never happened.
The 1st time (somewhere in October) I never got an order confirmation. Customer service tried to send an order confirmation multiple times, but I never got it. Eventually it got resolved luckily. System problems. The order was two figures, one of which was due to release in November 2021, the other one in this coming May. I did get the November 2021 just fine in the end.
The 2nd time I ordered from them, it was set to release in December 2021. I got an order confirmation, so everything seemed to go fine. Then the release date passed by... nothing. The release date was still unchanged too. I thought, 'well, it's COVID time and between Christmas and new years, maybe that's to be expected'. I waited until after the new year to contact them when I still didn't get any update. So I contacted them, and they said they couldn't help me and that they'd put a message through internally and that I'd be contacted. This never happened. Rinse and repeat all the way to somewhere mid-January. Luckily, I was able to contact someone from Otaku Square themselves (with the 1st order, I got an e-mail from someone internally when the initial problem seemed to be resolved), instead of their external CS center. They told me that it was indeed delayed and told me that the new release date would be somewhere early February. They were also aware of the problems that were happening, but there was a lot of stuff going on behind the scenes
So, I waited again until the supposed release date... Nothing again. Keep in mind, all this time, the release date on my order page was still set to December 2021. It was never updated.
Once again, I tried to contact CS, because maybe it'd gotten better by now. Nope, not at all.
Meanwhile, I saw other sites getting stock of this series of figures, so I was getting worried. I contacted CS very often, but often got the same result. Eventually, I asked for a refund, which they said they'd put through. But, I had to contact CS very often again and every time I heard the same thing again. I resorted to contacting the same person again in March, and eventually got a hold of them. Once again, they were kind of enough to be of actual help and gave me the refund. I did get my money back too.
The order is weirdly enough still open in my account though.
I still have part of the 1st order open (due in May), but I have very little faith that this order will actually fulfilled...
TLDR: poor communication with customers, seemingly broken order system and CS is close to useless when there's a problem. Once you manage to get a hold of someone internally, they are pretty helpful, but that's not a good way to resolve things.