Right StufReviews 66

I used to buy my anime VHS tapes from this site, that's how long I've been a dedicated customer. I've only ever had 1 problem with shipping, when a Tenchi Universe box set I bought never arrived. Customer service had a replacement shipped out and at my doorstep within a week. Sadly the great company that existed back then is no more.

I placed a recent order for my husband's birthday. I got concerned when the tracking information hadn't updated for 5 weeks. I first tried contacting them through their route app. Claim instantly denied for being over 30 days old. Reached out to their customer service website, was sent a claim form with instructions to 1. First file a claim with USPS, then once their investigation was over, 2. Attach it to their claim form, which requests LEGAL consent and wait for their investigation to commence. Needless to say I didn't want to wait another 2-6 months for a replacement or refund. Luckily I use PayPal for most of online purchases so I have some buyer protection.

Just like similar reviews as soon as PayPal found in my favor, RightStuf quickly moved to ban my account. If only they showed as much enthusiasm in helping their customers? I'm fine saying goodbye with ZERO regrets. No sense supporting a business that doesn't exist anymore. I'll miss you RightStuf for what you were but certainly not what you are now. Great customer service is at the heart of customer loyalty but clearly you no longer care.

When I saw the site in my google recs, I was skeptical because I had never heard of the site before. However, I decided to do some research and found some of the areas that most people were critiquing on were during the pandemic and for that, I give most establishments a pass. I ordered Shaman King Omnibus: Volume 3 because it was next in my collection, because I had also noticed that RightStufAnime is praised for the quality of their deliveries. Even though they discount their retail prices, the costs are almost made up in shipping costs, which makes sense, because that might also where they make a small profit. However, even after it was all said and done, I was able to save $2 total from my purchase had I decided to go to the local Barnes and Noble or order from Amazon.

I plan on using these guys if I ever want to buy more than one book at a time.
Thank you for the great experience!

I live in Atlanta, Georgia (they are based in Iowa) and I get about 10 day shipping with economy and 5 with economy+ for about 5 extra bucks. I can't speak for customer service because I've never needed to contact them. All of my orders have come packaged in multiple layers and they have a insurance package (edit: not actual 'packaging', it covers damage) for 98 cents that I use (note: I've never had to contact them so I don't know about how that would work with customer service much). I order manga and light novels, which are usually about 3 dollars cheaper than Amazon (new) or Barnes and Noble. My only real problem is that popular items go out of stock often, but they are usually restocked quickly (2-3 days for off sale items, sometimes longer if its on sale). As proof I'm not a bot anyone feel free to contact me for proof that I bought Items and their quality at *******@gmail.com. When items are on sale, you can save crazy amounts of money. 6-8 dollars for books that are usually 10-12 dollars (books are mostly what I buy). Other items look expensive, but I've never really looked at figures on other sites to be able to tell you if these are a good price.

Update: it's a testament to how bad this company is with the fact that when you try to contact this company's customer service, you have to wait an average of 2-3 days for a reply, but AS SOON as you leave a negative review, a response is given less than 8 hours later by them trying to validate their services. As a consumer, I would look at all the negative reviews that have been left about them and take a look at what complaint we all have in common. On sitejabber, Right Stuf has a consumer rating of 2.33 stars from 45 reviews indicating that most customers are generally dissatisfied with their purchases. Consumers complaining about Right Stuf most frequently mention customer service and credit card problems.
And in regards to this review being "better worded than the strong language directed at our staff", I swore and was rude with your con artists in 1 out of the 15 emails I sent, and that was the final one when I told you all where to go and how to get there, but nice try.

-Original Review-

Very, very, VERY sketchy company, made an order, they charged me, then took a week to tell me that they needed to "verify" the purchase, after that went down, waited another week for them to ship my item, got fed up, tried to cancel my order (april 6th) was told on the 7th that my order could not be cancelled as it had already shipped out, that was a blatant lie as I recieved an email on the 9th that my order had just been shipped... 3 days AFTER I tried to cancel, and 2 days AFTER they told me it was too late. Utterly HORRIBLE and unprofessional customer service, nothing but a bunch of con artists working there. As much as I'd hate to say just use Amazon, they are the WAAAAAAAAY better option and the lesser of two evils than this sham of a business... also, I have an email from them saying my guaranteed delivery date was the 13th, I live on the western side of canada, it is now the 14th, and it appears to still be on the eastern side of the states... wow, that $24 they scammed me out of for shipping was really worth it! Also, they list prices, yet nowhere on the site does it specifically say it's in US dollars, something they should really let people know when they're placing an order so it's less of a blow when they see on their credit card statements that they were charged almost 50% more than they thought they were paying, I agreed to pay almost $40, not the $60 I was charged. Avoid this business like covid.

My recent purchase attempts with them resulted in my orders being cancelled due to "inconsistencies" with payment information, even after I sent in all their requested information verifying a legitimate purchase. When speaking with a customer service agent, they also wanted to know why I was purchasing the products? Why would they care? Their system seems actively design to prevent you from making purchases. Avoid at all costs. Extremely frustrating and disappointing.

I used to love this company but they have sadly gone downhill over the last two years. Poor customer service is one factor. Their team is simply not helpful at all. They tell you exactly what you already know and will not provide additional details or answer questions. They were also very argumentative with me when I was asking questions. The second factor is packaging. They used to be top of their game in terms of appealing to collectors. Sadly, that mindset has disappeared due for the sake of efficiency. You can tell the items are not packaged with care. They also take no responsibility for damaged products and force the customer to buy for the shipping label. This is ridiculous and needs to stop. Not to mention, they have an absurdly high standard for what is and is not damaged. If I'm the customer, that's up to me to decide and it is their responsibility to get items to me that are not badly damaged due to their poor packaging efforts. The third factor is shipping speed. It takes them 5-10 days to simply ship an item then tack on the additional delays due to the pandemic, it gets very frustrating and they used to be faster than Amazon. Either way, I'm done with them and I don't like saying it. They have amazing deals and I genuinely like supporting the anime economy. Guess I'll continue using Amazon.

I've submitted 3 requests now and they are quicker to replying and denying on reviews than they are to the actual requests.

All I want is what I ordered, it's been a month. I get told 3 different things in a weeks time. Then told on a trust pilot review that I'm lying.

You know I'm not lying that their shipping policy is insane and their customer service is a joke because literally every review online that mentioned customer service says it's bad.

I personally ordered 20 manga, only from them because I didn't want to split up my order across 5 sites because the weren't in stock all in one place. Some were expected in stock soon on right stuf, but then a month passes and I ask when to expect it I'm given a rude response and no time frame. Ok, so can I pay for you to ship my in stock items then?

No, they don't want to acknowledge there is any option to remedy this besides "cancel your order if you don't like our policy". Cool, but the policy is it's up to their discretion, not that they can't or won't do it. They are willfully denying me to be jerks. It's infuriating to say the least.

How long are you going to treat customers like this and expect to stay in business? Maybe don't sell stuff you don't have in stock if you choose to withhold instock items for months or years ("no timeline")?!

I have bought a few figures from them and spent a fair share of money. Their prices are pretty decent event though figures aren't eligible for coupons or free shipping. Their packaging is pretty good also. The issue that they have is their customer support. I need to contact them because I decided to buy an imperfect figure that was stated to be in perfect condition and only the box was damaged. When I received it, one of the twintails was broken off from the hair. This is when I found that their customer service is God awful and it makes me not want to use their site ever again to buy figures. It is extremely miss managed and they representative that I spoke with sounds like she doesn't even care. I was also lied to by one of their agents and I still haven't been able to return the figure and get a refund. The agent will not respond to my emails and when I call I am told that they will get to it whenever.

I ordered an album 5 months in advance, was charged and paid in full. RightStuf tried to charge me again and my bank stopped the duplicate transaction. I had honestly forgotten I'd even ordered from them until my bank notified me of the attempted duplicate charge. RightStuf asked for my bank details showing that I was charged (advised by my bank specifically to not do this) and then cancelled my order when I refused. The album I ordered was out of stock on day 1 of release, so my assumption is that they don't even have one to send me - despite paying in advance. I'm in the process of attempting a charge back with my bank, and I've filed complaints with the BBB. I wouldn't trust this company with your card info.

Side note, literally every 5 star review for them screams fake on Trustpilot. There's no reviewers with more than one review aside from the generic 5 stars they've given RightStuf.

I placed an order with RightStuff ordering 12 anime DVDs. Good prices and the company seemed legit. A couple of days after I had placed the order, however, I received an email saying they could not process my order unless I sent them a photocopy of my ID showing the correct address. They also wanted a photocopy of my credit card, front and back, including the 3 digit code on the back.

Now, I don't know about you, but I don't send all my personal information to some random online company for God knows who to be able to access, especially as the charge had already been approved by my credit card company -- a company that always immediately processes the charges I make.

Considering I spend over $1,000 every month on my card with ZERO problems from any other company and have done for over 20 years, that RightStuff thinks asking for this information is okay is mind-blowing. Especially as it is against Visa's own TOS (companies are not allowed to ask for anything except your credit card information, your name etc -- they are certainly not allowed to ask for photocopies of IDs and credit cards).

I immediately canceled the order and warn everyone to be very very careful ordering from this company, especially as when I queried this request all I got back was a very rude answer.

Not a company you want to be giving your business too, IMO, as there are too many other anime-related companies that offer superb service and do not expect their customers to hand over personal information that could be used to steal your identity.

It's a run of the mil site. Has a lot of content at a fair price. Sales are really where it's at. They also are good on grouping series, can buy whole sets at discounted prices rather than each season as other sites make you do. I've never had a problem with packaging or items I received and I've ordered at least 20 items from there. The only knacks I have on this site is the fluctuation of pricing as it goes up after those sales a lot and the shipping is abysmal. They offer free 14 day shipping and its located in Iowa, sometimes you get lucky and will get in around a week. Shouldn't take that long to ship a package at all. If they fixed their shipping they'd be the number 1 anime plug for blu ray/DVD/Movies. Their figurines are not a competitive price compared to Amazon. Made this post then literally had a problem with my next order(Murphys law, right?) Now will have to go through this return process which is well documented. I'll edit this again after

The only issue I have with RightStuf is the number of emails they send you...
I purchased a large amount of Fate product through them since they are the only English distributor, and I was worried due to all the negative reviews out there.
The box was well packaged with an inner cardboard frame to protect my expensive collectibles.
For people who are complaining about their return policy, you need to look into the process of purchasing international goods. Most places will not refund you 100%/any of the costs due to limited editions and more.

Don't blame Right Stuf... not everyone can act like Amazon

Horrible customer service. This company is good as long as you don't have an issue and have to contact them. They will give you the run around and make excuses. Also pray they dont send you a damaged item that they packed themselves because you will be paying the shipping to get it back to them for a replacement. The site really should have a huge disclaimer at the top saying "BUY AT YOUR OWN RISK WE COULD AND PROBABLY WILL AT SOME POINT SHIP YOU DAMAGED ITEMS THAT WILL COST YOU OUT OF POCKET TO HAVE THEM REPLACED EVEN THOUGH WE KNEW WE SENT THEM THAT WAY TO BEGIN WITH" I've not had issues until now with them. The pandemic happened and it took them 2 months to send me my items which ok I can understand and if they were waiting on my whole order to be there ok I understand that too. But when I waited this long to have a dvd case look like someone dropped it and stepped on the corner and the paper cover be torn also well not too happy about that and what's worse is talking to them gets you no where. They will tell you, you have to pay to have it shipped out so they basically told me its my fault they shipped it damaged. If they said we will send you a new case that would have at least been some sort of effort. I could have then pulled out the torn paper and put it into the unbroken and untorn case but they wouldn't even do that. I DID very much love this company until now. I'm very disappointed and very much afraid to order from them again with the slightest possibly of me being at fault for their shipping of damaged items.

Ordered 6/8 and "shipped" 6/11. Package never received by USPS. RS tells me I need to file a claim with USPS. USPS tells me I can't since they never received it. As a business owner myself, I know it is RS who has the responsibility of filing a claim and satisfying the customer. Totally bogus company, how have they been in business for 32 years with service like this?!

June 11,2020, 1:46 pm
Shipping Label Created, USPS Awaiting Item
GRIMES, IA *******
A shipping label has been prepared for your item at 1:46 pm on June 11,2020 in GRIMES, IA *******. This does not indicate receipt by the USPS or the actual mailing date.

I can't stress enough of how I am truly disappointed. I ordered a manga series for my boyfriend a month ago only for it to get cancelled because they wanted my personal information along with my bank statement and my own ID. I was warned about it but I didn't listen and now I am paying for my mistakes.

Awful just awful customer service. I was charged 13 bucks for both the product and shipment which is fine but it is not fine to wait more than a month to receive a product and not to mention their "system" cancelled my order because they were to lazy to check their emails to see if the customer sent the correct information that needs to be delivered to their department. I received an email telling me I can try to re-order the item that has been cancelled by their system and here I thought okay, I don't have to pay for it again so I may try to order again which was a huge mistake! I had 1 euro left on my bank account and I have noticed it has been taken away from my account. Apparently they tried to charge me again for the single item! They are so money greedy and had guts to try to rob me again for something I already paid for! They made a new order under different purchase number and the prices are now different which will be shown in the screenshots I will provide bellow. I contacted my bank in hope they will help me with this, if not I can kiss my money goodbye off the window.

It's only a problem if you don't respond to them but the moment you do respond they need thousand years to respond talking in a tone that they just don't care. I even noticed that their site is poorly constructed with somewhat blurry images.

I have never had the most unpleasant experience ever. They don't deserve a single star whatsoever.

I ordered something that came broken in the mail, went through their claim process and they closed my case, without notifying me that it was "resolved" so I was trying to ask questions that weren't getting answered, so I finally get a hold of someone on the customer service line to ask my question about return shipping labels. But even though the mistake was on their end, they sent out something that was broken during transit because they did not put any padding/insulation, it is my responsibility to pay for shipping or be stuck with damaged goods. The representative went further to say if I had paid more for the priority shipping it would be a different story and if I'm not happy with that answer I can shop elsewhere. What a way to treat your customer.

If you guys are going to adhere to that policy as strictly as it seems, from the numerous reviews against you for the same problem, it might be wise to revise how you send out your products in the first place. If you take just a little more care in adding insulation you will probably see a decrease in these kind of reviews as product will be less likely to be damaged via transport. I can tell you that my item had nothing to protect it.

My son purchased several anime DVDs and box sets. I used my credit card to purchase. Apparently, about a week or 2 later, my son (who is special needs) received an email that appeared to be junk as it was not identified as coming from Rightstuff. Today we received an email stating that the order had been cancelled. I called RightStuff to inquire as to the reason the order was cancelled and was told it was because I did not respond to this other email. Now they will not honour the price on the original order. Never, ever in all the years of purchasing online have I ever had to respond to an email to verify that I actually made the purchase. I do not recommend purchasing anything from Rightstuff. Find a different company that wants your business, because clearly, Rightstuff does not.
Jake H. - The billing address on the order and on the credit card are identical. As for having my sons name on the order, yes it was, as my special needs son like to receive packages addressed to him. This is something that we do frequently and until running into Rightstuf, this has never ever been a problem. As for the email sent to us, you are correct that it turned out to be *******@rightstuf.com. However, the only indentifier on my sons email was the personal name of someone. So as my son saw nothing other than a first and last name of someone he doesn't know, the email wasn't opened as it appeared to be spam.

Stay away from this company at all cost. They are not a standup company. If they were a standup company they would have honored the sale pricing, period.