I did not receive my cinnamon roll, backpack, the little little cinnamon backpack for my granddaughter. I did not receive a tracking number for this package. I received something by email stating that it was delivered. It was not delivered. I still don't have it I cannot get in contact with the company. Products used:Toy Service Value Shipping Returns QualitySo I ordered 1 item on Dec 3 2022 a stationary set for my daughter it's her birthday. Well it's already paid for and the status as of now is unfulfilled. Which is load of crock because it was Not out of stock so I emailed the company 2 days ago. No response. So I just wrote another email like 5 mins ago and no response. Oh if u try and get a refund it states in the policy u will not get shipping fees. I'm bout to find a phone number. If I don't hear back asap Tip for consumers:Go to Amazon to buy Sanrio stuff because you do get your money back but not shipping fees. So I am holding out they either ship my stuff or I get lawyer and sue them . And believe me I will Products used:I bought my daughter stationary set Service Value Shipping Returns QualityMy daughter received a Sanrio night light as a gift, the first time using it with brand new batteries it only took a couple hours for the batteries to explode! I wrote Customer support and they were completely useless. Because I could not prove it was bought off that site, my daughter now has a piece of plastic she can look at! Thanks Sanrio for the piece of junk. What kills me is I've been buying from them since the 70s. All anybody cares about anymore is making money and will do anything to get it! Whatever happened to good old Customer service! Tip for consumers:Sanrio just doesn't care about quality or Customer care.. Products used:None.. All I was hoping for was a replacement. Service Value Returns QualityI ordered the Hello Kitty Polaroid 600 camera from sanrio's site, but I became extremely anxious after seeing the horrible reviews they have. However, my experience was great. They shipped my item within 3 days, and customer service responded very quickly. I contacted them for something on a Sunday, and they responded the next day in the early morning. Lastly, they packaged my product nicely with a lot of bubblewrap. The product itself works amazingly as well. Overall a pleasant experience.I received today Monday 7/31/2023 3 pairs of Sammrio Shoes which were ordered over a month ago. All 3 pairs were absolutely covered which looks to be rat fesies? Below are pics which is my proof. I demand a complete refund of my money ASAP approximately $82.00 tax and all. Tip for consumers:Absolutely DISAPPOINTED !! Products used:None ServiceSpent 480 bucks on Black Friday week Clothes leather purse and accessories. The quality of items is horrible! Overpriced for cheap material. 80$ joggers that faded and ripped. Leather purse with very thin cheap pleather. No free gift ( that they promised with 100$ or more) and yes my stuff came way after Christmas. Packaging is not as nice as they use to back in the days! Sad!Do not waste your time and money with this company, we've been trying for weeks to arrange an exchange on an item. Making daily calls and sending daily emails with no response. Tip for consumers:Don't Products used:None Service Value Shipping Returns QualityFirst time ordering from Sanrio in thanksgiving of 2022. Ordered on Wednesday arrived on Saturday with tracking from USPS. Items came quickly and as described from sanrio.com. Haven't had any of the dilemmas noted by other people. Service Value Shipping QualityThe delivery itself came in less than a week and I was pretty surprised. However one of the item boxes I ordered came damaged. I also ordered a longuefly purse and it's obviously used, they couldn't even restuff it or make it appear new. It also has a dirty spot that I can't remove and some of the paint of the product is coming off. It's very obvious someone opened this and returned it. Really disappointed since I spent $60 dollars on a damaged item. At that price I expect it to be in perfect condition. Tip for consumers:If you order from here don't be surprised if something shows up damaged/dirty/used. Service Value Shipping QualityThis website gives you the false hope of becoming one of many Sanrio's "best friends" just to make you pay an absurd amount of money. But don't worry! If you spend 100 dollars or more you'll get free shipping! What a deal! DO NOT PURCHASE FROM THIS WEBSITE AT ALL! Service Value Shipping Returns QualityI order a my melody plush and when it came it was the size of a strawberry I'm very mad and it took so long to come and it was $35 for that I'm very mad Tip:DON'T ORDER FROM THIS STORE ORDER FROM AMAZON Tip for consumers:Don’t order from this store Products used:Amazon Service Value Shipping Returns QualityI sent them over 5 emails about my missing items I spent over like $90 and I only got like 2 of my items... I open a dispute with PayPal. But still stay away from this company... it hurts me so much because I lobe Sanrio so much but like they really don't care about the customers... just be aware if you buy more than 2 items the rest might disappear.They sent a fake product the first time but I had already ordered a second product and they intercepted it and had it returned to them but still charged my card. I sent an inquiry email they said they would respond within a day still haven't heard. Should have researched better before ordering when there is no phone number the bells should have started ringing. It's hard to believe there are people out there that are blatantly dishonest.DO NOT ORDER FROM THIS WEBSITE THEY STEAL YOUR MONEY AND ONLY BRING FALSE HOPE. I'm completely disgusted by the lack of professionalism this company has displayed over the past few months. My orders from the past summer got to me in less than a week, and now folks are waiting over 4 months? Unacceptable, completely unacceptable. I adore their characters but at least the American brand of this behemoth of a company needs to give everyone refunds and stay away for a good long while because they are obviously not thinking at all!100% do NOT recommend ordering from this website unless you do not mind waiting for months for your order. Sanrio's website stated that due to physical inventory, orders placed after 12/23/19 would not ship until after 1/6/20. I placed an order from Sanrio.com on 1/9/20 with a notification stating that my order will ship within 7 to 10 days. After 2 weeks of no shipping notice and reading many negative reviews regarding Sanrio's shipping over the holiday period, I wanted to make contact with customer service regarding my order. I received a reply on 1/23/20 stating "Our warehouse stopped shipments as they were conducting physical inventory. They have advised us that they are almost done and will resume shipments by the end of next week." They stated that it may be another 3-4 weeks until my order would ship. This was frustrating, since they did not update their website to inform customers that, actually, inventory would not be sorted by 1/6/20, and delays would continue beyond that. However, my order shipped 7 days later, on 1/30/20 and I had it the next day (I live very close to the warehouse). I figured that their issues had been worked out by this time, since they sent it well before the additional 3-4 week estimate and decided to place another order on 2/1/20. On 2/26/20, I emailed to inquire about my new order's status. Customer service responded stating "Our warehouse stopped shipments as they were conducting physical inventory. They have advised us that they are almost done and will resume shipments by the end of next week," and that it may be another 2-3 before my order ships. What? Again? When I questioned the frequency of "physical inventory" that causes such constant delays in orders, I was informed on 3/9/20 that they were in the midst of sending out orders from OCTOBER. It's incredible to me that a website would be so backed up, for whatever reason, that they'd still be sending orders from 5 months prior and yet no honest communication with their customers. It's also interesting that my January order was sent out before all of these other orders from October-December, and I know that some people who ordered in February received their orders during this time, too. So, this whole "we send orders out as they are received" is an absolute lie. On 4/2/20,5 weeks after their email stating that my order would ship within the additional 2-3 weeks, I emailed them again (the website stated that their warehouse was still up & running during the California Safer-at-Home orders due to COVID-19). Can you guess what the response was? Of course. It was the EXACT same runaround and they were STILL sending orders from October. I eventually received part of my order on 6/2 (4 months later). Doubt the rest of it will ever turn up. The positive is that it seems they never charged me for these items at all (or PayPal simply canceled/rejected the never-ending pending charge, I'm not sure). Anyway, there are plenty of other online retailers that sell Sanrio items & they actually send them out in a respectable amount of time, so Sanrio.com is a big no for me.It's horrible about how long their response time is to fix problems and their lack of communication through misleading emails which doesn't help the customer out at all! They ignore your requests to get tracking information or replace broken/damage items they send out! They need #800 to take calls instead of emails which lead to nowhere or resolutions!I've been wanting to order from Sanrio for the longest but was hesitant because of all the negative reviews. I decided to finally give it a go and my order was shipped the same exact day it was placed! It only took a few days for it to be delivered which is a huge plus. Also, I wanted to mention that I had a good experience with their customer service. I emailed them a question regarding my order and got a response within 10 mins. Definitely plan on ordering from them some more in the near future! Service Value ShippingI have ordered from Sanrio for years and I noticed that they have been going downhill. There is no phone number to call and numerous orders I have placed have just been lost. You email customer service and they basically have no information for you concerning your order. One rep told me that they have issues with their system and some orders get lost. It would be better to find your Sanrio items elsewhere, because it is hit or miss if you will be getting your order from them.My boyfriend ordered from Sanrio.com on Nov 22,2019 which never came---but the free pin managed to show up, in Jan 2020. He contacted customer service several times via email (because also in 2019, they have no customer service phone number... Surprise!) In December and was told it was shipped but no tracking or order updates were available or provided. So, since they took his money, he is currently disputing the charge with the bank, and I highly recommend to all who haven't received your money back or your orders to do the same. Another reviewer pointed out that this is fraud, and I agree. Also, file a complaint with the Better Business Bureau, it looks like customer service is actually responding to people there. I have been a huge Sanrio fan my whole life and am extremely disappointed in the way their website is handling paying customers with such disregard especially during the holiday season, and I have told them so via email to customer service today and referenced the reviews here. Get your money back people!I bought over $50 worth of items for their promotion because I'm holiday shopping, I thought it would be nice to get the bonus gift to! Just a little container, probably cost them like $5 and when my order arrived, it wasn't there! I emailed them and they said I didn't tick the box, which I never saw a box? And that they can't add it retroactively and it's out of stock anyway, have fun. They are an international company with so many $$$ and they can't be bothered to even offer any amends for this small item? Cheap and crappy. Never buying from there again. They want to scam people into spending more for fake promotions.Made a large order on 10/17, since then I have emailed customer service several times to determine shipping date and arrival. With each question I receive same answer, that my order has shipped. Last 2 emails to customer service have no response. Today is November 14, still no delivery. There is no way to contact company via telephone. This is sad because my grandchildren love this product. Does anyone have an answer how to contact the company directly?I could write paragraphs upon paragraphs of the poor service I've experienced at Sanrio.com. Prior to the Covid-19 pandemic things were, sadly, just as bad an incompetent. My guess is that either one solitary person responds to all customer service issues (Sarah F.) OR they use this name as an alias. Either way, their customer service responses are usually very canned/copy paste or, sadly, very condescending and in some cases flat out insulting. Shipping fulfillment for such a niche market is 7-10 business days. That would be reasonable but with their recent warehouse move it's clear no one actually plans things out to work smoothly as even now after the move the shipping times exceed 10 business days on average. Add the recent Covid-19 pandemic and now they say there is *no ETA* on when orders will be fulfilled... even if they were placed a month ago. This would be totally fine and reasonable to expect if Sanrio was upfront and transparent about these delays. You always have to come to them to ask for the status of an order. When you do, the responses from Sarah F are basically - wait it out or we can cancel your order. Also, their website does not readily accept coupon codes given by the company itself when you have clearly had terrible customer service. They acknowledge this but then claim the only way to honor their own coupons is to charge you the full amount and do a refund after the fact. Given how long it takes them to fill orders, would you have high hopes for a speedy refund? So if things are so abysmal with shipping and customer service why does Sanrio US still continue to stay in business? That's a question for the ages... It's such a shame as the Sanrio US online store gets a laughable fraction of the products that Sanrio Japan gets. And to add to that we have a domestic branch that can't seem to run what little product they do have effectively. Hello Kitty and friends deserve better stateside representation.I've waited to post my review of Sanrio because I wanted to be able to share a finished story, and still wanted to hold out hope things would turn out okay in the end. However, it's been so long, I've decided to post it with no conclusion. I placed an order on Sanrio.com on November 30,2019. Today it's February 11,2020, and all I have received is excuses. I've seen many similar stories on their social media platforms, and have been surprised in some ways not to see this picked up by news outlets--it seems that unusual of a story. Whenever questioned, the company (which seemed to have just one person replying to emails, often with a copy and paste) offered unusual excuses, and promises to send the items within a set amount of time that would always come and go without updates. The main excuse was that they were taking inventory, which seems a bit unbelievable to be taking for months without orders being shipped. The company appears to be in violation of FTC's Mail Order Rule (sending orders within 30 days). They also had a notice on their site that they would get Christmas orders out in time if placed before a certain date, which wasn't accurate. Sanrio has been a special brand to me since my childhood. It's hard to be disappointed in a brand that's supposed to bring people joy. I hope the US branch of this company can get their act together and will make things right for the many people, including me, they have disappointed. (I will try to update this review if things are made right. Please note my star rating is based on the current situation. The actual products, if you can get them, are usually decent quality to quite nice.) Update 3/7/20: I'm pretty sure my order issues with Sanrio have finally reached a conclusion. I wrote to the customer service person we all seem to be reaching and asked to speak to someone higher up. It was then she said she'd get in touch with the warehouse, and soon afterward I received a tracking number. When the package arrived today (March 7,2020), it contained two out of the three items I ordered, with a value (prior to discount code used) of $8. Sanrio's resolution is that customers impacted by this issue will eventually be getting what's left in stock from their orders for free, and a 40% off coupon code via email (those of us impacted were contacted about this a while back). (Edit 6/24/20: The coupon was non-functioning and did not work.) For me (with a smaller order and the most expensive item not sent), it didn't end up being much of an apology gesture, but I do think it's nice that they did it. The receipt that came with my order said I placed the order on December 5,2019 and it was packed December 21,2019. Neither one of these is true, and it comes across as Sanrio intentionally fudging their records. My actual order date was November 29,2019, and receipt of 2/3 of order was March 7,2020.I ordered a book bag for a friend around December 16th 2019. I emailed the company January 4th about the status. They said they were backed up and that it could take an additional 2 to 3 weeks to get the package. They then said if I wanted a refund I could get it then before they shipped it. I told them I might as well wait. Right after I went to the reviews. I saw they were mostly negative. I emailed them just a few minutes later telling them I wanted a refund instead. After that they said my package was delivered December 23rd and for me to check my household. They are so dang crooked and full of crap. So it has been over two months since it was ordered. I never got the package. They lied.I spent $65 on merchandise from Sanrio.com, and it costs $23 to ship to Canada. While the shipping was reasonably quick (8 days), I had to pay $44 in duties. The last time I ordered from Sanrio was a few years ago and I do not recall having to pay so much for shipping or the duty fees after receiving my package. So in total, I paid $88US + $44CDN just for $65 worth of merchandise. I'm quite disappointed because I assumed the expensive shipping would cover most or at least some of the custom taxes.