The customer service helped me resolve my issue in a fast manner. Also they kept me updated on my products. Regards, Edwin from Singapore 🇸🇬
Yritys on vastannut
Emme tarkista arvosteluissa esitettyjen väitteiden paikkansapitävyyttä, sillä arvostelut ovat arvostelijoiden omia mielipiteitä. Arvostelu voi kuitenkin saada Varmennettu-merkinnän, jos pystymme todentamaan, että arvostelun kirjoittaja on asioinut yrityksen kanssa. Lue lisää
Alustan luotettavuuden varmistamiseksi kaikkien arvostelujen – varmennettujen ja varmentamattomien – on läpäistävä automaattinen seulonta, joka on käynnissä kellon ympäri. Järjestelmä tunnistaa ja poistaa ohjeistustemme vastaisen sisällön – myös arvostelut, jotka eivät perustu aitoon asiointiin. Tiedostamme, että asiattomia arvosteluja saattaa tästä huolimatta päästä läpi. Voit tehdä meille ilmoituksen mistä tahansa arvostelusta, jonka uskot jääneen meiltä huomaamatta. Lue lisää
Katso, mitä arvostelun kirjoittajat sanovat
Ich platzierte die Bestellung WN9 am 1./2. März, als Versanddatum anvisiert war der 10.3. Das ist ein großes Zeitfenster, aber verständlich, da es eine Vermittlerplattform ist. Heute in den japanisc... Näytä lisää
Yritys on vastannut
Ordered a few bundles of manga from them. Used express shipping, shipped via FedEx to my door from Japan to southern Africa within a week. Customer support is super fast and very helpful. The goods... Näytä lisää
Yritys on vastannut
I ordered a plush that was shipping from Japan to Chicago and the international portion went smoothly but once it got handed off to the last-mile carrier (UniUni), things got messy. The delivery kept... Näytä lisää
Yritys on vastannut
Yrityksen tiedot
- Online-markkinapaikka
- Asusteet
- Koriste-esineet
- Käsilaukkukauppa
- Askarteluliike
- Japanilainen elintarvikemyymälä
Yrityksen kirjoittama
ZenPlus is an e-commerce platform where you can buy goods directly from Japanese retailers with the click of a button. We take special care to curate only the best shops for our marketplace, so you can rest easy knowing you will get top quality products at reasonable prices.
Yhteystiedot
Japani
- zenplus.jp
4,0
Hyvä
130 arvostelua
On vastannut 100 %: iin saamistaan huonoista arvosteluista
Vastaa yleensä 24 tunnin sisällä
Kuinka tämä yritys käyttää Trustpilotia
Tutustu arvostelujen ja arvosanojen lähteisiin, pisteytykseen ja moderointiin.
Excellent customer service
The customer service helped me resolve my issue in a fast manner. Also they kept me updated on my products.
Regards,
Edwin from Singapore 🇸🇬
5. toukokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä zenplus.jp
Dear Edwin,
Thank you so much for your kind review!
We are very glad to hear that our customer service team was able to resolve your issue quickly!
We truly appreciate your support and hope you enjoy your purchase. We look forward to serving you again in the future!
Kind regards
ZenPlus Team
I bought another Morisaka plushie as a…
I bought another Morisaka plushie as a present and it arrived quite quickly. Everything was well packed! Very happy to shop for presents with ZenPlus!
24. helmikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä zenplus.jp
Dear Cheryl,
Thank you very much for your kind message!
Our team is delighted to hear that your Morisaka plushie arrived quickly and that everything was safely packed.
Thank you for choosing to shop with ZenPlus!
Your feedback means a lot to our team, and we look forward to assisting you again whenever you are looking for another gift.
Kind regards,
ZenPlus Team
Leider umständlich und unzuverlässig
Ich platzierte die Bestellung WN9 am 1./2. März, als Versanddatum anvisiert war der 10.3. Das ist ein großes Zeitfenster, aber verständlich, da es eine Vermittlerplattform ist. Heute in den japanischen Morgenstunden kam das Storno meiner Bestellung. Man hat es also knapp 12 Tage nicht geschafft, die Verfügbarkeit des Produktes zu verifizieren. Da stellt sich mir die Frage, warum man dem Seller so lange Zeit gibt und den Kunden unnötig hinhält.
Ich finde es unmöglich, das Geld von Kunden derart lange zu blocken und dann nur eine lapidare Infomail zu schicken. Es war meine erste Bestellung via eine japanische Plattform und ich hatte vertraut, da ich die hohe Servicequalität aus Aufenthalten im Land kenne. Jetzt bin ich aber wirklich unsicher, ob ich noch einmal so eine Plattform nutzen werde nach dieser wenig vertrauenswürdigen Erfahrung.
12. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä zenplus.jp
Dear Sandra,
Thank you very much for your message and for taking the time to share your honest feedback with us.
First of all, we would like to sincerely apologize for the disappointment and frustration this experience has caused you. We completely understand how upsetting it must feel to wait for an order confirmation for several days, only to later receive a cancellation notice.
As a marketplace platform, we work with independent sellers and must first secure the item from them before we can proceed with shipping. In this case, despite several follow-ups on our side, the seller unfortunately did not provide the item within the required timeframe. Because we cannot proceed with authentication and shipment without receiving the item, we ultimately had no choice but to cancel the order in order to prevent any further delay.
We truly regret that this process took longer than expected and that the communication you received felt insufficient given the circumstances. Please rest assured that feedback such as yours is taken very seriously, as it helps us improve both our seller management and our communication with customers.
We completely understand that this experience may have affected your confidence in using a Japanese platform, and we are genuinely sorry that your first order with us did not reflect the level of service you expected and deserved.
Your refund has already been initiated and will be returned to your original payment method according to your payment provider’s processing time.
Should you consider giving our platform another opportunity in the future, we would be very grateful for the chance to provide you with a much better experience next time.
Once again, we sincerely apologize for the inconvenience caused and truly appreciate your understanding.
Kind regards,
ZenPlus Customer Support
Excellent Customer Service
I ordered a plush that was shipping from Japan to Chicago and the international portion went smoothly but once it got handed off to the last-mile carrier (UniUni), things got messy. The delivery kept getting rescheduled and it was nearly impossible to get ahold of anyone for updates. ZenPlus, though, was AMAZING. They were incredibly responsive, stayed on top of my case, and communicated clearly every step of the way. They genuinely went above and beyond to make sure I received my plush in time for Christmas. Super kind, professional, and helpful. I’m really grateful and will absolutely order from them again.
17. joulukuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä zenplus.jp
Dear Jennifer S,
Thank you so much for taking the time to share your experience and for your kind words.
We are truly sorry for the inconvenience you faced with the last-mile delivery. Your patience and understanding throughout the process were greatly appreciated.
We are incredibly grateful for your trust and look forward to serving you again in the future.
Kind regards
ZenPlus Team
customer service representatives are…
customer service representatives are proactive and helpful. it was a wonderful and hassle free experiences purchasing via your platform.
i cannot recall the exact date of purchse.. guess around 9-12 nov 2025.
Good choice for online shopping with overseas delivery.
9. marraskuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä zenplus.jp
Dear klp,
Thank you so much for this fantastic feedback!
We are delighted to hear that our customer service representatives were proactive and helpful, making your purchasing experience wonderful and hassle-free.
We truly appreciate your support, and thank you again for taking the time to write this!
We look forward to serving you again soon.
Kind regards
ZenPlus Team
DO NOT SUPPORT, SCAMMED OUT OF 200 CAD
I got the the limited edition black otter plush form morisaka and the quality is horrible. The stitching is bad and has stuffing coming out between the gaps. Also I noticed compared to the older pushes I have, it has less stuffing. It is upsetting as I payed 170 for one plush. To rub salt in the wound, zenplus uses a shady shipping company that makes you pay extra fees to recieve your product; in total I paid over 200 cad just because they were holding my plush hostage. They used to use FedEx or Canada post which were trustworthy companies that had custome support. But the company they use has no support and their helpline automatically hangs up on you if you click Japan to Canada shipping. The only thing they do is tell you cough up the money. Also zenplus itself has a horrible return policy and is unsupportive. I highly recommend you do not buy from this company. I cannot even enjoy something I was really excited for because of this money hungry company
25. marraskuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä zenplus.jp
Dear Jay,
We sincerely apologize that your experience and the overall process has been so negative. We want to assure you that this is not the experience we aim to provide.
We are very sorry to hear about the poor quality of your plush, including the stitching and stuffing issues.
We take this feedback seriously and will open an investigation with Morisaka once we receive more information.
Please know that our priority is making things right.
Our support team is here to resolve any issues like this.
To begin the resolution process, we need to follow the guidelines for damaged items.
As stated in our 30-day return policy and FAQ:
Defective or Damaged Items: Buyers must provide photos of the damage.
If approved, the buyer will be reimbursed for return shipping, and a full refund or replacement will be issued after inspection.
We understand your deep frustration with the unexpected customs and duties charged by the carrier. To clarify, unfortunately, these customs fees are government-mandated taxes for importing goods into Canada and are not collected by ZenPlus. We have no control or influence over this charge.
Please drop us an email with photos of the damaged/defective plush at customersupport@zenplus.jp. We will review them and work quickly to provide a resolution.
Kind regards
ZenPlus Team
Great service, friendly staff
I had a fantastic experience with this store. They processed and shipped my order very quickly. There was an issue with my country's postal service receiving the item (this is not due to ZenPlus, my country's postal service is just unfortunately slow) and ZenPlus even helped getting me into contact with the postal service to check on things. I couldn't ask for a better experience. Highly recommended.
26. marraskuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä zenplus.jp
Dear Kevalin Pillay,
Thank you very much for taking time out of your busy schedule to leave us a review!
We are thrilled that we could provide you with a fantastic experience from start to finish.
We truly appreciate you recognizing our team's effort, and we were happy to step in and help you navigate the postal service issue.
Thank you for the high recommendation—it means a lot!
Kind regards
ZenPlus Team
I bought a second Morisaka plushie from…
I bought a second Morisaka plushie from Zenplus for my niece in Australia. Express shipping was reasonable and it arrived within 5 days.
23. syyskuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä zenplus.jp
Dear Charmaine,
Thank you for taking the time out to leave us a review!
A second one! That’s amazing! We are delighted to know the Morisaka plushie arrived safely and quickly in Australia for your niece.
Thank you so much for your repeat order and for the great feedback.
Kind regards
ZenPlus Team
下單時填錯Email
下單時填錯Email，聯絡客服後有找到訂單，客服後續也用正確的Email跟我聯絡並持續追蹤訂單，也收到商品了，後續處理的很棒！
12. elokuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä zenplus.jp
您好，
感謝您撥空幫我們留下評價！
很開心能順利幫您找到訂單並完成寄送。
期待之後還有機會再為您服務，再次謝謝您的支持與鼓勵！
ZenPlus Team
I’ve been ordering something specific…
I’ve been ordering something specific and in bulk from zenplus every year for a few years now, & because they are shipping from japan to the US, we have to make special arrangements. They always go above and beyond to make sure I’m happy and it is a level of support most other commerce websites & marketplaces can’t even touch. Incredible customer service & support. Products always arrive quickly and in perfect shape. Highly recommended.
30. heinäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä zenplus.jp
Dear Max,
Thank you so much for your kind and thoughtful words!
We are delighted that your products arrive quickly and in perfect condition.
Your comments really encourages us to keep improving and doing our best.
We look forward to serving you again next year!!
Kind regards,
ZenPlus Team
Too high shipping cost.
I bought 2 packs of miso and 2 bottle’s soy sauce. All worth 36 dollars. Yet ı paid 150 dollars including pp. Well the goods got stuck in the customs. Which is still my problem. Thats the end of buying from zenplus.
28. heinäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä zenplus.jp
Dear bulent nomer,
Thank you very much for your feedback.
We are sorry to hear about your experience, and we understand your concerns regarding the shipping costs and customs process.
As our company is based in Japan, your message was received outside of our operating hours. We appreciate your patience, and we sent your invoice earlier this morning as soon as our operations resumed.
Please note that international shipping fees are calculated based on the total weight, dimensions of the parcel, and destination. Customs clearance and any additional charges are determined by local authorities and unfortunately remain outside of our control.
We regret that this experience did not meet your expectations and will take your feedback into consideration as we continue to improve our service.
ZenPlus Team
I ordered a Sukajan
I ordered a Sukajan. Which got to Bulgaria in about a week using the non express shipping. I messed up the recepient names and could not pass customs. I contacted Zenplus asking them to fill a form for recipient name change. Support contacted me next day and explained in detail how the procedure works and that they are additional handling fees for the request and it might not work. After I confirmed 3 times that I am ok with paying the fee and issuing the form to my customs even though it might not work, Zenplus filled the form. The form had no tracking and I was unable to contact local(Bulgarian) customs for 2 weeks, meanwhile I was almost chating with Zenplus on a daily basis(seems like it is easier to contact a country with a 6 hours difference than local customs...).
I assume that Zenplus was checking my parcel status on a daliy basis as well because just a day after there was some movement with the parcel they notified me about it. A few days later I received my parcel.
I am very happy with the purchase, everything was as describe. I loved the fast reaction of the Support( even though it was my fault for messing up the recepient names). I would use them in the future and would recommend to anyone that looks for authentic Japanese goods!
27. toukokuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä zenplus.jp
Dear Stoqn,
Thank you so much for taking the time out of your busy day to leave us such a glowing review — we truly appreciate it!
Above all, we’re thrilled to hear that your order finally arrived, especially after all the uncertainty. It was a real pleasure serving you, and we look forward to doing so again in the near future.
In the meantime, enjoy your purchase to the fullest!
Kind regards
ZenPlus Customer Support
I regularly order from Zenplus
I regularly order from Zenplus, and each time I had questions, the staff was responsive (via IG) and helpful. They are also very transparent with inventory, warehouse, and shipping updates. They go above and beyond to make sure my order is received and all contents arrive safely.
23. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä zenplus.jp
Dear Elaine,
Warm greetings from ZenPlus.
Thank you very much for taking the time to provide us your feedback.
We are thrilled to hear that you had enjoyed your shopping experience with us!
Please enjoy the items that you have ordered, and we look forward to serving you again in the future.
Kind regards
ZenPlus Team
Do not buy from this website. Scammers and unhelpful
Scummy way of dealing when the seller does not reply. They do not offer to get the product from different supplier/store and instead cancels that item and ships your current items. If you have a heavy item with few smaller items. they will cancel the heavy item and issue the smaller items that cost 20$ with $100+ shipping without any solution.
19. toukokuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä zenplus.jp
Dear Abdul Baari,
Thank you for posting here on Trustpilot. We appreciate all feedback and have requested information from you through this site. If you can help us better understand what happened we might be able to assist you and also make sure any improvements needed are implemented.
We are looking forward to hearing from you.
Best regards,
ZenPlus Team
Fast delivery and great experience!
I bought Sencha, Karigane and Hojicha tea leaves. Shipping was incredibly fast, it took only 10 days from the day i ordered to arriving at my doorstep in Germany.
I didn't have to pay any additional customs fee/VAT when it arrived and it got through german customs quickly.
Will definitely order again when I'm running out of tea!
29. huhtikuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä zenplus.jp
Dear Linda,
Thank you for posting here on Trustpilot. It is very much appreciated and we hope to see you on ZenPlus soon again. The stock of Japanese tea can be quite up and down at times, due to the popularity of this beverage, but we are happy to hear you found what you were looking for.
Best regards,
ZenPlus Team
Great experience
I've placed two orders within days and honestly I was a little bit worried since I've never heard of this site before :) I'm glad I had given it a chance! the shipping time was really great and the price for the products were almost the same on the brand's domestic website. Even the standard shipping (to Germany) took less time than expected and it cleared customs without problems.
Time it took from placing the order until the day I've received the package
Standard shipping: 09.03.2025-20.03.25
Express shipping: 11.03.2025-17.03.25
I've also had a third order that I've cancelled. But the refund (PayPal) didn't happen immediately. So I've contacted customer service and got an answer the very next day. It can take up to a few days until the money is back on your account! :)
The only "negative" thing might be the high shipping cost even if you would order only small/light things🥲
Nevertheless I'm waiting for my third order to arrive right now😁
17. maaliskuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä zenplus.jp
Dear Momo,
Thank you for taking time out of your day to post here on Trustpilot. It is very much appreciated by all of us over here. Also, thank you for pointing out the shipping and refund times. Those are both very important things we always work to improve.
We hope to see you soon again.
Best regards,
The ZenPlus team
I have emailed the company asking for…
I have emailed the company asking for feedback of my orders but their customer service did not respond. I expect that their service to be more responsive. I have ordered bags in the past, I am agood customer. So I do not why they have not responded to my emails.
11. helmikuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä zenplus.jp
Dear April Cruz,
Thank you for posting here on Trustpilot. I have requested order details from you here, and also tried to locate any messages from you in our system. I do think I found one message that may be from you and I have asked customer support to reply immediately.
Once I can confirm it is your email, I will comment here again.
Our apologies for any inconvenience.
Best regards,
Mikael Makino
ZenPlus
DO NOT BUY, NOT SAFE, NO RECOURSE. NO COMMUNICATION
DO NOT BUY. Not safe.
Absolute worst!
I ordered and paid for an item. The item was lost in shipping, so I requested a refund. The company asked me to file a claim with the shipping company, UPS, so, I did.
UPS investigated and acknowledged the item was not received, then paid the claim but mailed THEM the insurance check, not me, for the full amount.
HOWEVER, THEY NEVER GAVE ME A REFUND!
They got paid TWICE and I have nothing.
NICE WAY TO MAKE 6 thousand dollars and I am stuck with the bill.
DO NOT DO BUSINESS WITH THEM, YOU WILL BE SCAMMED.
THEY ARE OVERSEAS AND THERE IS NO RECOURSE. THEY MAY ROB YOU TOO.
While it was not their fault it went missing, they certainly did not waste any time taking advantage of the situation.
They claim they only received back the shipping costs, but UPS states they have paid the entire claim.
They also never respond to emails and will delay until you are out of credit card range to file a dispute or issue you a refund.
Never mind the money exchange rates at play and the customs charges you are still responsible for even though you won't receive your item.
They want to do business in the United States but do not want to be honorable.
Reply to Feb 12 reply:
This has been going on since September!
It has been 5 months.
While the issue was not your fault and you initially did nothing wrong, your handling of the situation has been horrible.
Things happen. It did not make it here. Is this what we should expect when it goes wrong?
I paid for something I did not receive. I then filed a claim for you to receive insurance on the loss. You got paid twice.
Just issue me back the refund and we are both okay.
I did all that you asked.
You got a my credit card payment AND an insurance check.
I am busy and cannot reply the second you send an email. I am from a different time zone and work 12 hours a day.
Put the money back on my amex please and stop asking through emails if I would like store credit and dragging this out.
You are making it so difficult.
It is very disrespectful.
You never reply and took 5 months but now because I did not reply in 5 days I am at fault?
Please put the money back on my card. Stop making this more difficult then it has to be.
You turned a positive into a negative.
Things happen. Its how we handle them that matter.
You were not in control of the loss but you are in control of the refund. Issue it. Stop playing games please.
Thank you.
13. syyskuuta 2024
Oma-aloitteinen arvostelu
Vastaus yritykseltä zenplus.jp
Dear J.S.,
Thank you for sharing your experience on Trustpilot. We sincerely apologize for the inconvenience caused.
I have reviewed your conversation with our customer support team and have asked them to contact you via email to clarify a few details and confirm your preferred refund method.
Regarding the delay, we acknowledge that the time taken for UPS to finalize the claim unfortunately exceeded the standard refund window for credit card/PayPal transactions. However, this does not affect your ability to receive a full refund, and we will be reaching out to you via email shortly.
While UPS only reimbursed us for the shipping cost and approximately 3% of the item's value, we want to assure you that this does not impact your refund. Your full refund has been approved, and we have also offered an alternative refund option. Please check your email for details.
Once again, we deeply regret the inconvenience this has caused. Please don’t hesitate to reach out if you need any further assistance.
Best regards,
Mikael Makino
ZenPlus
---------------
Update February 7
Dear J. S,
Thank you for updating your post. Again, we are very sorry for any inconvenience caused by us or UPS in this matter. It is extremely unfortunate that UPS lost your package, but it is also unfortunate that it has taken us too long to rectify the situation. We are very sorry about that and we are making changes to how we handle packages that have been wrongly marked as delivered by the shipping company. Your full refund is in the works, I give you my personal word on that, please rest assured.
I have taken a little extra time to make sure the amounts I had were correct, and after double checking, I found that, yes, they indeed are correct. UPS has refunded us a total of JPY 23,203 (USD 152.65 in today's exchange rate). This amount includes 100% of the shipping fee JPY 12,184 (USD 80.16) and the remainder JPY 11,019 (USD 72.49) is UPS's refund for the lost item, equaling about 2.7% of the amount you originally paid.
While we are not satisfied with UPS's handling and refund amount by any stretch of the imagination, we understand that your full refund is far more important and we will cover that in the days following this update.
We deeply regret that this has taken more time than it should and as said earlier, we are making changes for the handling of cases like this.
I will ask our Customer Support to email information about your refund today, Friday February 7, 2025.
Best regards,
Mikael Makino
ZenPlus
Update February 13, 2025.
Dear J. S,
Thank you for updating your post. I am very sorry you are still dealing with this issue.
We contacted you on February 7, 2025, as promised earlier in this post. I sent you a message on that day and then made sure customer support followed up the same day. There was no reply from you until today, February 13, Japanese time, around the same time for your latest update here on Trustpilot. We would like you to receive your refund as quickly as possible, especially considering the time that has passed since your order.
Customer support will reply to your messages promptly and I will make sure that happens.
Best regards,
Mikael Makino
ZenPlus
Update Feb 14
Dear J. S,
Thank you for your update.
This matter should have been dealt with faster. I sincerely apologize for this.
The payment processing company, which in turn deals with your credit card company, has approved a refund window extension and you should have the funds within a few business days.
After becoming aware of this drawn out situation, the people around me and myself, have done everything we possibly can to get your funds back to you or offer alternative options that would been faster. The chargeback time window being closed made us try to think of alternatives. If you feel that is disrespectful, it is very unfortunate and I would like to apologize for that as well.
Best regards,
Mikael Makino
ZenPlus
Ordered an LV bag on the website
Ordered an LV bag on the website. I paid additional for express shipping which says the item would come within 10 days. Even with their reasoning for working as a 'marketplace', item should have come reasonably in 15-17 days. Order was placed on 12/7. It is now 12/28 without any order and without any response on their end. I messaged them twice about this order recently and they ignored my messages for 4+ days already and haven't answered like other people had said. This is incredibly poor service for a handbag that wasn't chump change. When I followed up with them about whereabouts of this order, customer service advised they only know as much as me and couldn't offer any specific updates. They also advised me that to resolve this issue they wouldn't be using this carrier again. Please, this is an extremely poor resolution of this matter. If the carrier is problematic, why use it in the first place to deliver expensive handbags?
Resolution of this matter should involve 1) calling the mailing carrier everyday until an expected shipping date and updated location of the package is advised. DO NOT USE THIS WEBSITE.
Update: 1/3/24
It’s now January 3, 2024. I finally got form of response from zen plus in the form of a reply to this public review. As of yet, they still ignored three messages of mine since Dec 24. That’s about 10 days without a response about a lost package that costed over $600. The person who responded below said the package was delivered on December 28 but that is FALSE. I have not received any package until now and no further information was advised on which local mailing carrier was used so I can actually track the package’s whereabouts. At this point, I have lost all hope and I would never again use this website to make a purchase.
6. joulukuuta 2024
Oma-aloitteinen arvostelu
Vastaus yritykseltä zenplus.jp
UPDATE 2. Jan 6, 2025.
Dear Tina Tran,
Thank you for providing your order information. I have found and confirmed your order and the attached message thread.
I would like to apologize for trying to find your order without having confirmed the order code. There was an order with a similar order date, a very similar message and information attached, and given the topic, the delivery company and shipping date were also matching. It turned out to be a different order. Again, my apologies for my mistake.
Though taking far too long, the tracking information now indicates your package has been delivered. It was our choice to work with this particular shipping company and we have to take responsibility for that unfortunate choice. Our sincere apologies for this.
Our customer support has replied to you recently, but I will also contact you directly after this. I understand that nothing can change the late delivery of this item and the frustration and inconvenience that it has caused you, but I do hope to be able to help in some way.
Best regards,
Mikael Makino
ZenPlus
UPDATE 1. Jan 3, 2025.
Dear Tina Tran,
I am very sorry to hear you are having problems with the delivery of this order. A search through the orders pinpointed one item that I believe is yours, with your email inquiry by email attached. Please do inform us here with the order code, and we can confirm on our side.
Your email was replied to on Dec 27, saying the shipping cost will be refunded to you. Please do have a look in your email inbox, including any spam folders, to see if this email has reached you. The reply was sent later than what is normal and while it very likely is related to the holiday season, I am investigating the reasons for this. Regardless of reason, we are very sorry for the delay in communication.
The delivery company's tracking page indicate that the package was delivered on Dec 28, which is far too slow for an express shipping option, and we sincerely apologize for this.
While no excuse, the reason for the slow delivery is a new shipping service that had promised far faster delivery times than they could actually manage.
Unfortunately, a few customers, including you, were affected by this and we have refunded shipping costs and removed this delivery company from our faster shipping option.
Our goal with this new shipping service was for customers to receive their items relatively fast while enjoying lower shipping fees, but it soon became clear the delivery company could not live up to what we had been promised. This is very unfortunate, and we apologize for not living up to the standards we set out to achieve with this new delivery service.
Please do reach out here or through any of our support channels and we will assist you with any issues regarding this order.
Best regards,
Mikael Makino
ZenPlus
-----------------
Dear Tina Tran,
Thank you for taking the time to post here on Trustpilot. We are very sorry to hear you are having issues with the delivery of your order, but we value any feedback that can help us improve our services.
Apologies for the delay in reply here. The weekend and New Years holiday came in-between and we are very sorry about that.
We have requested additional information to be able to help you with this issue and will update here as soon as we can.
Best regards,
ZenPlus Team
Fast delivery of a great item
Fast delivery of a great item, great communication and a super secure parcel
16. lokakuuta 2024
Oma-aloitteinen arvostelu
Vastaus yritykseltä zenplus.jp
Dear Paul Langham,
Thank you for taking the time out of your day to post here on Trustpilot. It really means a lot to us hearing directly from customers. We hope you are enjoying your item and are looking forward to see you on ZenPlus soon again.
Best regards,
The ZenPlus team
Trustpilot-kokemus
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