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Business Profile

Online Shopping

Sanrio, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 10 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/10/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased from Sanrio website on 6/26/2025 and products were delivered on 6/27/2025. The backpack received has a tear and is considered a defective product. The merchant offers 15% discount to keep it or return it. When insuring whether I will have to pay the shipping again to purchase the same backpack again, the merchant went silent. Emailed back twice and no response. Very disappointing customer service.

    Business Response

    Date: 07/17/2025

    To Whom It may Concern:

    We've reached out to the customer and a chargeback has been filed, we will happily assist through the claim that has been processed. Thank you!

     

    Sanrio Customer Care

  • Initial Complaint

    Date:02/25/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 01/29/2025, I made an online purchase on Sanrios store. One of the items I purchased was the Chococat Bean Doll Plush (Floral LNY Series), Item#: ******, for $19.99 before tax.The order arrived quickly, on 02/01/2025. Upon opening the package, I noticed that the Chococat bean doll (despite being wrapped in plastic) had damage to the outfit. The front clasp on the lunar new year shirt was disconnected and appeared to have been sealed off, rather than connected to the shirt as it should have been. I immediately contacted customer service via the chat form (as instructed for damages/returns) on their website to request an exchange or replacement, but received no reply. I waited a few days, sent a follow up message, and again received no reply. Finally, I sent an email to the customer service email **************************************** and as of 02/23/2025 I have heard nothing from the company. It has been nearly a month and the Chococat bean doll is now out of stock. I would like to request a refund as the item was damaged upon arrival and the company has not responded.

    Business Response

    Date: 03/03/2025

    Thank you for reaching out to Sanrio Customer Care! 

    We're sorry to hear of this issue and are happy to help! We apologize, we searched our records and haven't received any correspondence regarding this issue but we have reached out to ***** and are awaiting a response now. Thank you!


    Arigato,

    Sanrio Customer Care

  • Initial Complaint

    Date:02/24/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Date of the transaction:November 30, 2024, at 5:35 PM (Order #S84639924).The amount of money you paid the business:$291.67 USD (Paid in full).What the business committed to provide you:Sanrio committed to delivering the items purchased in Order #S84639924 to the provided address in *******, **, *******What the nature of the dispute is:The package was marked as "on hold" for over a month without any notification. It was subsequently returned to the warehouse without any explanation or prior notice via phone or email. Despite confirming that I wanted the package reshipped and requesting clarification about additional shipping fees and customs processes, Sanrio ************* has not responded to multiple follow-up emails since January 16, 2025.Whether or not the business has tried to resolve the problem:Sanrio ************* initially responded, offering to reship or refund the order. After I confirmed that I wanted reshipment and provided an alternative address, the company stopped responding to further inquiries regarding fees, reshipment confirmation, and tracking.If the issue involves advertising, when and where the ad was seen or heard:(Not applicable.)

    Business Response

    Date: 03/03/2025

    Thank you for reaching out, we're happy to help with this matter!

    We sincerely apologize for any delay with this shipment and communication and are always doing our best to improve. Taking a look at the order in question, we see we were able to receive the order back from the carrier and reship this, for delivery on 02/28/2025. Please see reshipment tracking below and reach back out to our team if you require further assistance, thank you!

    Tracking: ***********************************************************************

     

    Arigato,

    Sanrio Customer Care

  • Initial Complaint

    Date:02/18/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered several items before Christmas but they arrived damaged. I alerted the business and they sent a return label. I packaged the items, and sent them back. On January 25, 2025, I received an email saying that they had received the items and that I would be refunded in 5-7 business days. I still have not been refunded and the company has not replied to numerous messages on their customer service platform or via email. It is RMA5967499 for order #S86614824.

    Business Response

    Date: 03/03/2025

    To Whom It May Concern,

    We appreciate the opportunity to address this matter regarding ***** and their return/refund request.

    We conducted a thorough inspection and found a major discrepancy that prevents us from processing a refund for this return. Due to this, we are unable to proceed with the requested refund.

    We kindly advise the customer to file a claim with the shipping carrier or their bank for further resolution. If they require any supporting documentation from us to assist with their claim, we would be happy to provide it.
    Please let us know if any additional information is needed. Thank you! 

     

    Arigato,

    Sanrio Customer Care

  • Initial Complaint

    Date:02/18/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    i made an order on ************************** on 1/31, but *** delivered my package to a wrong address. my address is in ************* ca, but *** deliver it to gardena ca. there is a photo of delivery in *** tracking information, and i'm sure it is not my home.i didn't get my package back till now. I claimed to both *** and sanrio many times but they didn't respond me, sanrio didn't want to refund me.

    Business Response

    Date: 03/03/2025

    Thank you for your time and patience on this! After review, the carrier did not deliver the shipment to the correct address and we have already refunded the customer for this issue. We apologize for the time an inconvenience this has caused! Please reach out to Sanrio ************* if you require further assistance, thank you!

     

    Arigato,

    Sanrio *************

  • Initial Complaint

    Date:01/13/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order online on 12/1 for several items. My package was never received. I reached out to Sanrio and they told me to file a missing package claim with **** I filed the claim with ***. 8 days later *** issued a refund to Sanrio for the missing package. I reached out to Sanrio and provided all the information *** provided me so they could see proof of the refund. Sanrio was then supposed to issue me a refund. Sanrio has not responded to multiple emails I have sent and have not issued any form of refund. Sanrio has collected my money as well as the money *** sent for the refund. I emailed Sanrio on 12/20/24, 12/26/24 & 1/6/24. All emails have been ignored. The tacking # for *** is 1Z3X38860337865297 If you call *** they will confirm a refund has been issued.Sanrio Order # is S84967924 Thank you, ****** ******** ********************** ************

    Business Response

    Date: 01/27/2025

    To Whom It May Concern,

    Thank you for your time, we're sorry to hear the customer does not have possession of the shipment. The *** carrier confirmed delivery of this order to the provided shipping address. Sanrio initially provided the customer a reship or store credit offer but we have not received a response from the customer.

    As a one time customer courtesy, we have now refunded the order. 

     

    Arigato,

    Sanrio Customer Care

    Customer Answer

    Date: 02/10/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ****** ********

  • Initial Complaint

    Date:05/31/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought a polaroid camera and a case at a total of $232.74. I bought on 3/22 and it supposedly was delivered on 3/26. It is important to note that I live in a neighborhood where we all share a parcel locker. I went to check my locker and it was empty ! No key for me or anything. I called sanrios customer service number and was told to email them. I emailed them and they told me to take it up with ***** I took it up with **** and they did not do a search since my tracking ID said delivered. I asked my neighbors and they didnt see it. Since I paid with Paypal, I have been trying to dispute the charge and they took Sanrios side since they provided the tracking ID. I tried to dispute with my bank and my bank told me that ****** told them to give them my money back. How am i supposed to get my money back if no one can help me? Horrible customer service. I love ********************** but after this, i am Never buying from them again. I am so disappointed.

    Business Response

    Date: 06/17/2024

    We're happy to help this customer with this matter. We provided a response initially, requesting the customer's patience in allowing the carrier a bit more time to deliver, in case there was a delay. Additionally, we requested to check around the delivery area, as we do for all customers in this unfortunate situation. We had not heard back from the customer but are always happy to provide more assistance or a replacement in situations like this! We've reached out to the customer today, to see if we could provide a replacement for the item in stock or a refund. We're hopeful to hear back from the customer this time, so we can rectify this matter! Thanks! 

  • Initial Complaint

    Date:01/24/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased several items from Sanrio website amounting to $113.11 including shipping under order #S48761923 last January 8, 2023. Until now, I still haven't received the items. They have a tracking instruction under SHOP which does not show any shipping status. These items are gifts for my niece. I emailed them twice without any response. They don't even have a phone # to contact. Email says they will get back to me within 2 business days and that their staff is currently out of the house. How do they do business if they don't have anybody to process the orders. Ridiculous! I need my payment back. I might file a dispute to my credit card if they don't address this concern. I love Sanrio but I will not buy anymore from their online store.

    Business Response

    Date: 01/31/2023

    We reached out to the customer and advised we were not shipping orders until early/mid January, due to an inventory check in our warehouse. The order has been delivered as of 01/24/2023, thank you!

  • Initial Complaint

    Date:12/03/2022

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Placed online order on *****. Item has STILL not been shipped, although I paid expedited shipping (their only shipping option). Send an email inquiring on *****, was told vaguely they are still 'picking' countless black friday orders, with NO estimated shipping date. I responded back, no response. Sent yet another email yesterday and reached out on instagram messages, NO response. I WANT MY ITEM! Order number: S45289222. I have never had an issue with Sanrio before like this. I advised in last email I paid for expedited shipping and I will be contacting BBB if item is not shipped soon.

    Business Response

    Date: 01/26/2023

    We sincerely apologize for the delay in shipping during the busy holiday season! Customer's order was delivered the following day from this case opening up. Customer may reach out to us at any time for assistance, thank you!

Sanrio, Inc. is NOT a BBB Accredited Business.

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