TokyoTreat
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Truly awful customer service
If I could give no stars for this company’s customer service, I would. I ordered a box for my son’s birthday, which some five weeks later has never arrived. On seeking help from Customer Services, I was asked on more than one occasion to contact the courier, Yodel, to find out what had happened, when it was very clear from the tracking records held by both Yodel and Tokyo Treats that for some inexplicable reason the package had been returned to the sender. It had been recorded that my address was incorrect and that I had moved, but the shipping address was correct and I have not moved house. Up until this point, I appreciated that it wasn’t necessarily Tokyo Treat’s fault, but nor was it mine. In any event, once it had been accepted that the box was never going to reach me, I requested a refund. I had waited for over a month for the package to arrive and my son’s birthday had passed. This is when I actually began to question whether or not this was a genuine company, as their response was woefully inadequate and totally unsatisfactory. I received a number of emails offering me a replacement box, which I declined each time. In one of these emails, it was suggested that this was a goodwill gesture and would be free of charge, with there seeming to be a deliberate attempt to ignore the fact that I had already paid for a box which I had never received. In a later email, I was then told that although they wanted to help me, they would have to charge me a shipping fee of $12.50, and I again declined this offer and requested a refund. The upshot is that the company is now ignoring my request for a refund and, concerned that they might try to extract the shipping fee, and possibly other charges, from my credit card account, I have now raised a dispute with my credit card company and cancelled my credit card to ensure I am protected. I appreciate there is a ‘no refund’ policy for this company, but this cannot apply in a case where the goods have never actually been received, so I am completely at a loss as to why Tokyo Treat won’t just apologise and refund my payment immediately. I would NEVER buy from this company again, nor would I recommend them to anyone I know.