Okay, where to I begin. Let's start from well before 2/22/16, shall we? I had been a loyal customer of AmiAmi for many years. I had always paid on time and thought I was building a good relationship with them. Everyone had warned me about them but, I had no issues, so I simply didn't heed the warnings. I should have...

On 2/22/16, I received a package in the mail from my local postman, who was very distraught himself about the package. He was as hopeful as I was that the insides of the package were still in tact. Unfortunately, he could not stay to confirm and simply informed me of the sticker that was placed on there by the New York Customs Arrival and by our local office. I had had packages come before that were pretty banged up and looked like someone played soccer with them, but they were always okay on the inside. Some bubble wrap, packing paper and a good tape seal was the key in it. So, I was hopeful this was the same. I would never be so wrong. Below you will see the pictures of the actual package..

You can imagine my disheartening when I saw this when I opened the box:

Now, I should point out, that the actual item was SOAKING wet. Both inside and out. I've had packages come in the rain before, but there was no rain today and most of them were always so well packaged that the actual item didn't get wet! I just stared for a good few minutes, completely distraught by all of this. At this point, I decided to stop taking pictures and start doing video;

At this point, I was already in tears. I decided to e-mail the company and let them know immediately what was going on with the package, in hopes of getting an exchange under way. Afterwards, I decided to take it to the internet to show others what happened with my package. And that's when I got an outpour of support from people. Of course, not everyone was supportive, but, it didn't matter. I still had hope and no one was going to take that from me. I continued to gather all that I could, so that I would have something all together for when the time came. I decided to look further into the doll to see exactly what was going on.
Upon getting closer, I was hit with a stench like none other. A combination of sea water, mildew and mold! Which meant, this happened quite a while ago and since it was still dripping wet, it had to have happened likely over seas. Though, I cannot make full claim upon a hunch, it's just, NY didn't take very long with my package from customs to NY to my place. Which means, it happened sometime before. Judging by how wet this was, it was clear it had been wet for a while. So off I went again, to check my feeds and see what other people were saying. At this point I did message my fiancee, whom was shocked and appauled by this as well and with checking my feed, I had a good many people telling me to file a PayPal claim to get it situated if they did not. So, I waited.. waited until a reply.
Upon that reply, I was given this:

Okay, so I decided to appeal to them, asking them once more, if they could please help me out in just a simple exchange. I even offered to pay for shipping, as a convenience fee to get it exchanged quickly. Even via EMS. Social Media began sending messages to them to appeal the decision as well. So, more waiting it was.. until this was their response..

Alright. I should also explain I did talk to my local office, whom had already stated they had documentation of the incident and said that upon their submission, they would be more than happy to release a damage report. But they had to file it first, over seas, being the sender. Apparently, they did not like that answer. What really bothered me at this point, was the "but it would also not be fair toward all the other customers if we would make an exception for you and not for others." What?! So, this has happened before!? That's when I took to the internet and began doing searching of my OWN. I came across a LOT of blogs and postings about AmiAmi and how they treat their customers and how another person with the exact same issue was going through as well! So this was not a "once in a lifetime" thing, this was just poor customer service and unprofessionalism. Okay.. so I decided to ask a few questions.. here's the response I got;

I basically asked them, how much would I get back? Would I get my full amount back, since the actual item itself was damaged? Or would I get only the max of 6000 yen, as I was informed earlier by someone? That's when they attacked my post office and then ignored what I stated previously. Then blaming me for not purchasing EMS. Okay, I get it, shame on me for not purchasing EMS.. but honestly, when I purchased the SAL I was informed there was in fact insurance on the package anyway. So I had no reason to believe otherwise. I just was under the impression that it would take longer. Thus, I had no problem with this option. Upon looking at the papers, I was wrong, in fact, they placed "0 yen" for insurance anyway! Then I received this email:

So I questioned the postal service, to which they laughed and when I informed them of the package details, they told me, first off, they do not award the refund.. Japan does. Secondly, they also informed me, since they wrote "0" on insurance, there was no way I was going to get more than about $50. $50 for a $143 package?! No way. So once again, I took to the media and promtply took back to e-mailing them. I also was informed about the e-mail they sent with the link not even working, was because USPS had changed their policy, so I should inform the seller to stop forwarding a page that doesn't exist anymore. So, I did;

First of all, were they telling me that the local USPS doesn't know their own website or their policies?.. Then they yet again tried explaining it to me. So, I decided to call the international department of the postal service. To which, they confirmed yet again that the information was documented and that they should file the claim already! And even so, they've been receiving damage reports?! This must happen a lot! Again, couldn't be the bad packing techniques they've been using as of late and their taping job which is less to be desired.. Okay.. so I took the time and sat down yet again to reply.. by this time, I had already filed a PP claim, as it would seem we were just going around in circles. Thankfully, after speaking with the claims department they informed me, regardless of the circumstances, they offered nothing as a business to appeal to the customer. Merely left it in my lap with a "too bad". And their compensation of UP TO 6000 yen had even PP saying it was unacceptable. So, I went with what they decided. I explained that their customer service was faulty and that being the circumstances, it wasn't merely the BOX that was busted up, but the actual DOLL inside. Not to mention, 6000 yen!? How in the world was I ever going to be happy with that response?! They replied with this;

At this point, I had had pretty well enough of this farce. I had informed them that their service and means of handling long time customers was a joke. I also informed them that a PP dispute and claim was in the process. Instead of going through everything and simply using it as a learning experience on how they could better their customer service, they decided to threaten me and show me the bully that everyone had informed me they are! I couldn't believe it!;

And while I did not answer them, I wanted to inform them that NO, I didn't know that only 6000 yen was covered! I wasn't asking anything special out of any ordinary business would do being the circumstances. That being said, instead of replying back, I decided that PP needed to hear this. So I called them and informed them of the e-mail. They too are finding this unacceptable and will be speaking to the merchant directly about their customer service.

Now, to update completely, yes, I was given a temporary refund until the claim is finally closed. Which could be anytime between now and 42 days from now. I was informed by their department, that I shouldn't be too concerned, considering all of the e-mail documentation as well as the photographic evidence to back me along with the USPS processing it as well. So.. will it be finalized? I'll surely update when I do. But why am I writing all of this!?

Every once in a while, you hear about a seller doing wrong to a customer (or several hundred) and rather than allow people to go blindly or with the thought that MAYBE it won't happen to them? I'm writing this to say YES.. YES it can and most likely it WILL. They BULLY people into doing what they want with the fear of being banned from their store! No store should ever BULLY their customers this way! To top it off, their customer service department is a JOKE. They have no means to help you remedy the situation other than to pawn you off on the post office and let them handle the mess. They push blame when they don't want to do something and then accuse others of being in the wrong before doing their own homework! You cannot cancel an order for ANY reason with them or they threaten you with being banned and no matter what you do, you are in constant worry that you will make them angry enough that that is exactly what will happen! My advice? Stay far away. If you're worried this might happen to you, cancel you orders. Because honestly, what's the worst they could do, BAN you!? I say I'm better off without them. There are PLENTY of places out there to get your items from (JList, HLJ, FromJapan, PullipStyle, YesAsia, Big Bad Toy Store, and so MANY more), so don't feel as if you're going to lose out on your item if you do it.
Besides, what would you rather do? Pay a little extra to have better customer service and a happier customer/merchant relationship? Or Pay less and end up with NO customer service and the merchant only being a bully??

So after talking with AmiAmi, after they told me they were going to ban me. They actually sent me an invoice for some items I still had left. I e-mailed them back, rather confused, because I was under the impression I was banned, especially since I had received the refund via PayPal already! So I decided to question them, asking them why I was getting an invoice, if I was banned!?

Okay, at this point, I thought I was being Punked or something. How could they not know, since I've been e-mailing them as they have been me this entire time!? So I emailed them back to explain to them the situation once again.. to try and get some clarity amongst all this

Okay? I already explained I payed via PP with my credit card. And how did they not get a notice? Especially since PP has been e-mailing them and attempted to call them to talk about the dispute and the bullying they've been doing to me. So, once again, I emailed them back explaining ONCE MORE the situation and end results and asking if I was banned or not!?

I have to admit, by this point I was frustrated. I was told as soon as I got the refund, my account would be closed. And yet, they still wanted money from me!? I wasn't about to pay them either way, considering the customer service I received and the fact that, they were already upset with me, I was worried my package may come trashed again, or the item may come defective or something. I wasn't about to take that risk. So, I e-mailed them back, explaining ONE LAST TIME about the situation and about the paypal refund I had received.