Kokorojapanstore Arvostelua 

Scam!!!!! Disgusting people . I wish I read the reviews before placing an order. I’m missing a product for over 1 month! Contact is unbelievably slow. When I provide the order number and proof of screenshot saying the product is still yet to be dispatched the person (who doesn’t even provide a name) just Keeps replying “send a picture of the products you’ve received , the package and the shipping label”. WHY WOULD I HAVE KEPT A SHIPPING LABEL, A CARDBOARD BOX AND A SHAMPOO REFILL THAT IVE FINISHED USING MORE THAN A MONTH AGO?? Why isn’t an order number simply good enough ?? Scam!!!!! These people definitely are not Japanese like they state they are ! Japanese customer service would never treat people like this!

Some have had bad experiences, but mine was positive. I placed a ~$60 order for several of the same item which is hard to find and very expensive when I do find it. Kokoro offered it at about half the price I'm used to. After not seeing any updates or shipment confirmation after 10 days, I emailed customer service for a status update. They responded within 12 hours and informed that the order fulfillment was taking longer due to stock shortage. The next day I received confirmation of shipment, and the item arrived from Japan to rural New Mexico in 7 days via FedEx International Priority (I chose their courier shipping method). I was able to track it the entire time with the FedEx tracking number provided. From original order to doorstep delivery, the process took 18 days. That was perfectly acceptable to me for the availability of Japanese products at Japanese prices.

After two weeks with no shipping and no contact from them, I had to lodge a Paypal dispute to get my money back. Scammers.

I placed an order about a month ago and no shipping information was received. After about a month, wrote email and 3 days later, I received a reply email saying that they would ship the order and give me a 5% refund. I wrote an email back and agreed with the solution. It has been almost a week now and no update has been given to me or shipping info received.
Not sure whether the order will be ever shipped. Will make refund request in PayPal if this is not solved within a week.

I have still not received my order and on top of that no communication from the company. I ordered more than a year ago, 12/03/2022 to be exact. I have emailed them multiple times over the past year asking for an update and most recently asked them to refund me as I am tired of waiting but (surprise surprise) no reply or acknowledgement. Does anyone know how to contact them please? I would either like my order to be finally processed or refunded.

Order No.16219

The 6-9 delivery estimate means nothing, it's 11 days after I've placed my order at the start of February '23 and it has not even been dispatched, with no timeframe of when this will be.

I first used the store on 27/11/2021, package was shipped on 07/12/2021 and arrived safely 23/12/2021, so I can confirm it's a legitimate business. I could forgive the delay on that occasion due to covid but it is unacceptable now.

Ordered the suncream 9 months ago and still not arrived. Last time they emailed me back a month ago asking for me to confirm if I am happy if they dispatch it! What a joke and waste of money.

J’ai passé une commande début juin 22 et à l’heure actuelle je n’ai toujours rien reçu !!!! Pourtant j’ai été débité … j’ai contacté le SAV mais pas de retour…
Je suis très déçue et je commanderai plus jamais chez eux

Communication not very good. My order took over a month to get here. I kept asking how to track the item when it arrived in my country I was told to use the tracking number that had been given to me. That number only tracks to Tokyo airport. I now know it's australia post where the hold ups are. Anyway I was pleased when my items arrived, they were well packed and I'm happy to buy from again

Placed an order on 24th Dec, money deducted and still not yet received products, no email confirmation/ receipts. Tried to contact them with no success, no one replys.

My order was put through on the 5th of December and has just arrived today. After reading all the reviews here, i was extremely concerned and emailed them on the 12th of December and they said it had already been sent out on that same day, I was provided with a tracking number and everything. Not sure I'll be ordering from them again yet but the items were well packaged.

No tracking number, false advertising, bad communication.

My order was partially canceled. Then, I received the email saying my shipment to Hong Kong instead of USA. All after, they canceled the entire order.

It is not reliable at all. Do not buy anything from the,.

No communication at all, I'll update this review if I get any contact from the seller. But it's been over 5 months and I've received no tracking information, nor my item.

I ordered in April and still nothing. ORDER #17347

Am 03.07.22 bestellt und bis heute keine Ware erhalten. Angeblich verschickt, aber bei der Überprüfung des Links bleibt die Ware an ein und den selben Ort. Wo sie sich befindet weis ich nicht. Werde über Paypal mein Geld zurückholen. Schade, habe aber nicht zum esten mal Probleme mit dem Shop, aber die Bestellung vom Februar 2022 hatte funktioniert.

Placed the order on the ends of July, paid the premium shipping (3-5bussines days), its september 9th and still havent recieved the package. And also will have to pay taxes when that was supposed to be covered, the company hasnt taken any kind of responsibility. Disgusting, frauds. Never buying again from this shop.

NOT RECOMMENDED TO ANYONE. If I could, I would give a "0" for the rating. For Australian customers, please be aware the free shipping would take 3-6 months to ship to Australia, which is unheard of in my whole life and in my online shipping experiences online, felt like that they were going to ship from another planet. If you want to cancel your order, then they charge a percentage of the fees, not sure why but you will never get your full refund. It takes a month now, I have seen my product nor do I see my refund. It takes them a week or so to reply to your email. Will not purchase again.

The customer service barely responded my emails. I have requested cancellation several times before my order was sent out, but they still shipped my order anyway and forced me to pay it.

When I emailed them to ask why did they still ship my order even I have followed their cancellation policy to request the cancellation.

I got their email after three days. And the email was so hard to understand……
Below is their email:
“Please take note that once you place an order, it is being processed right away that is why we need to request cancellation.
But then our shipping team are shipping the orders asap as much as possible.”

I will never buy anything from this company.

The VAT (Value-added taxes) is not paid by Kokorojapanstore. The price you see at their website doesn't include VAT in your country. Nowadays, if you order at AliExpress or Amazon, eBay, the VAT is always included, and you don't need to pay any taxes when they are under 150 euros. But when you order at Kokorojapanstore, they will charge you 21% more VAT after they arrive in your country and furthermore, you also need to pay extra handling costs for this. This is very different experience than any other major webshops.

Missing product, have contacted them several times but haven't heard from them back at all! Be careful when buying from this shop, and fyi I also paid custom fees for the missing product! .

I ordered 5 items 27/12 and had ordered confirmed and then on the 5/01 over a week later got an email saying that some of the order had been refunded (3 items). It didn't say why and I assumed it may have been a stock issue but when I go onto the website they are still selling the items that I ordered. I've sent an email asking for more information but not hopeful of a reply.