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Japan Crate,LLCThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Japan Crate,LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 27 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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.
Initial Complaint
Date:10/16/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
My wife and I purchased a subscription for one year. At the time of subscribing, The boxes included drinks and each box had custom artwork on it, and I would say standard size Scheduled to come monthly. Japan crate has made two changes during this time without offering a chance to cancel or change the subscription or Allow the request They honor the original deal that was made when I subscribed.The first two changes in which I do not recall if they happened at the same time or very close to each other. The company chose to remove the drinks from the Boxes and then they shrink the boxes in size.Which would be my first issue? Is they change the Amount of product in which I would receive without notification And yet still charge the monthly subscription ****** next issue is that I have just recently received an email stating that they are going to switch from a monthly service to a bi-monthly ********** their credit they do state that I will receive the same amount of boxes however, itll be on a bi monthly. Instead of monthly subscription. Again this change is without my ********** in my opinion, they have twice broken my original agreement with ************** I did not know how to proceed so I figured the least I could do was make a complaint here.Business Response
Date: 10/27/2024
Hello, thank you for your feedback. We sincerely apologize for the changes to your subscription and understand your frustration. Our goal is to provide a consistent and enjoyable experience, and we regret that we fell short in this instance.
The adjustments made to our offerings, including the removal of drinks and the change in box size, were aimed at improving the quality of our products and the shipping process for better and faster delivery. We recognize that these changes should have been communicated more clearly, and we appreciate you bringing this to our attention.
The decision to switch from a monthly to a bi-monthly service was made in response to customer needs gathered from our monthly surveys. We strive to meet the preferences of our customers, and your concerns about the original agreement are valid. We value your feedback and would like to resolve this matter. Please reach out to our customer support team at ****************************** and well do our best to address your concerns and find a suitable solution for you. Thank you for your understanding.Customer Answer
Date: 10/28/2024
Complaint: 22432329
I am rejecting this response because: this feels like a non-response and a deflection to your own personal site that so you can hide the results from the Better Business Bureau. Why would I trust accompany thats already changed the original deal on me twice to take care of it?
Sincerely,
***** ******Business Response
Date: 10/28/2024
We apologize for the frustration you've experienced. Due to privacy and security protocols, we cannot publicly share specific order details or payment information, which is why we aim to address these concerns directly. Rest assured, we have no control over posts or feedback on the Better Business Bureaus site; our goal is to provide the best possible support. Our support team will reach out to you via email to help further and ensure your concerns are fully addressed.Customer Answer
Date: 10/28/2024
Complaint: 22432329
I am rejecting this response because:Well just as I thought they tried to take no accountability for it in their private email to me. But at least they offered me options, so Im gonna take the cancel with a refund for the remaining balance. Next time I would honor someones deal when they subscribe for a year and then change the terms after the original agreement expires. I will never buy the product again.
Sincerely,
***** ******Initial Complaint
Date:09/30/2024
Type:Delivery IssuesStatus:UnansweredMore info
Complaint statuses
- 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.
Order UHX611295 SHIFTALL *** The product does nothing as advertised. Does not track at all, company will not return. I understand it says after you have to search forever that doesnt accept returns but the advertisement is false. How can they sell something and advertise of what it does and then when you get it, its nothing as advertised. They refuse to help at all.Initial Complaint
Date:09/11/2024
Type:Delivery IssuesStatus:UnansweredMore info
Complaint statuses
- 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.
Order # *****. Order placed on August 11, 2024 have not received order. Sent multiple emails with no response. I would like my money refunded.Thank you,******* ****** **********************************************************************************************Initial Complaint
Date:06/18/2024
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- 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.
Native Camp - They will not delete my account. I'm getting unwanted spam emails all the time and there is no way to unsubscribe. I contacted them and they said they will not delete my account and they will keep my information permanently. I do not want them to keep my information including my full name, date of birth, email, address, profile picture, and any other info I provided to them. I have a right to delete my account with them and not receive spam emails anymore.I worked as a tutor for them for a couple sessions and I was never even paid for it. I don't want to be a freelance contractor with them anymore but they say that they will never delete any accounts and they will keep my information forever. This is not right and I just don't want these spam emails anymore!Initial Complaint
Date:10/22/2023
Type:Service or Repair IssuesStatus:UnansweredMore info
Complaint statuses
- 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 subscribed to the Umai Crate under Japan crate September 9th. I spent ***** on the September 9th box and ***** for the October box. At first I was told shipping would take **** days then it was *****. After multiple emails, a month later my September crate shipped. But it has stayed in the ***************** since. My October crate has yet to ship. The only answer they have is to wait. Then I receive an email that they merged with Bokksu so they no longer have Umai crate. But that does not mean I should not receive what I paid for in the promised time. Again **** days delivered then ***** days delivered. There have been multiple other complaints put into reviews about this company. I want either my money back or my boxes within the start of November at my door step.Initial Complaint
Date:08/21/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
The issues with this company start in June. I have a 12 month prepay subscription to Japan Crate. One June 21st my order for the June Japan Crate was placed. I received a tracking number for this order which is as follows: ******************************. Around mid July I realized I never received my June box and tracking number was not updating. I began emailing them only to be told I need to wait and I can check the tracking number. I finally received a refund for the June box on July 31st. While I was trying to locate my June box my order for the July box was placed on July 21st. I have not received my July crate and have yet to receive a tracking number at all. I emailed them about this issue only to be told that it takes 10 to 20 days to ship. I has been 20 business days now and I have still not received a tracking number for the July crate. Today on August 21st I received an order confirmation for the August crate. I while I was able to get a refund for my June crate, I nver received my July crate.Business Response
Date: 08/23/2023
Hi ******!
We sincerely apologize for the inconvenience and frustration you've experienced with your subscription. We understand how important it is for you to receive your crates on time and with accurate tracking information. We want to address the issues you've faced and provide you with an explanation of what transpired.
Firstly, we deeply regret that the shipping process for your June and July crates did not go as smoothly as expected. Due to recent changes with our shipping courier, there were unforeseen challenges that led to delays in the transition. This resulted in disruptions to our usual tracking updates and delivery timelines, which in turn caused the frustration you encountered. We understand the excitement that comes with receiving your crates promptly, and we are genuinely sorry for not meeting those expectations.
Regarding your June crate, we acknowledge that there was a lapse in communication and tracking information. We apologize for the inconvenience this caused. We're glad to hear that you were able to receive a refund for your June crate. However, we recognize that this does not fully make up for the disappointment of not receiving the crate itself.
For your July crate, we understand your concern about the lack of tracking information and the delayed delivery. Please know that we have been actively addressing the issues with our shipping process and are working hard to ensure that your August crate, as well as any future crates, are delivered to you in a timely manner.
Since your subscription is for a 12-month prepaid plan, the automated notifications might have continued despite any delays or disruptions in the shipping process. We apologize for any confusion or frustration this may have caused.We want to assure you that your complaint is invaluable to us, and we are committed to rectifying this situation. We are working diligently to improve our shipping and tracking procedures to prevent such issues from occurring again in the future.
Once again, we sincerely apologize for the overall experience you've had and the delays you've faced with your crates. We value your continued support and understanding, and we are dedicated to making your subscription experience a more enjoyable one moving forward.
If you have any further concerns or questions, please don't hesitate to reach out to our customer support team to further assist you.
Customer Answer
Date: 08/25/2023
Complaint: 20500626
I am rejecting this response because:While I understand things happen this response does not actually state what's being done to solve any of the problems. It does not give a time frame when shipping will happen or even explain what's happening with the July crate. If there a problem with your service customers need to be informed. I know I am not the only one having issues. There are comments on almost all Instagram posts of people complaining they haven't received their crates.
Sincerely,
***************************Initial Complaint
Date:07/30/2023
Type:Order IssuesStatus:UnansweredMore info
Complaint statuses
- 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 paid for a year subscription last October and stopped receiving the monthly crates in June. Their system still sends me tracking numbers for the crates but they never get picked up by the shipper. According to their policy they are now two months behind on my order.I contacted support a month ago and they said that it's been "an extremely challenging time" for them and "Your crate should start moving anytime soon.", but no movement has occurred. I have just contacted them again but I anticipate the same cold response I previously received. I'm not sure what kind of challenges Japan Crate is facing that is resulting in my prepaid product not being shipped but it needs to be fixed. Ideally I would like to receive the crates I paid for but if Japan Crate is not capable of delivering then they need to be up front about it and provide refunds.Initial Complaint
Date:03/15/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- 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 a three month subscription for my grandson from Japan Crate at $49.95 per month and paid that in full on 11/27/2022 using my debit card. I then noticed an additional charge on 01/30/2023 for $149.85 and yet another $149.85 on 12/27/2022 and $149.85 on 02/27/2022. I only wanted the one order for 3 months @ $49.95 per month but due to being ill during the Christmas holidays didnt see my statement in time to cancel. My grandson, his mother and my wife can attest in writing to my original intent of ordering just the single 3 month $149.85 subscription as his Christmas gift for the season. Not 9 additional months of deliveries.Respectfully,*******************Business Response
Date: 03/20/2023
Hi *******,
Thanks for reaching out.
We reviewed your account and noticed that you ordered/purchased x3 month-to-month subscriptions, please see attached the screenshot of your account (Number 1 and Number 2). By adding x3 month-to-month, you will be sent 3 crates every month and if not cancelled it will automatically renew.
On our website we explain how our subscriptions work. Next to the value of the crates you can see all different prepaid plan that we have (see attachment Number 3). As you mentioned you wanted to pay $49.95 for a 3-month subscription, but our price per crate for a 3-month is $47.95.
We understand due to health reasons you couldnt cancel, however, you weve been sending 3 crates per month since November.
Since this was not an error made by us, unfortunately, we will not be able to adjust the payments. All crates have been shipped.
Thank you for your support and understanding.Initial Complaint
Date:02/19/2023
Type:Order IssuesStatus:AnsweredMore info
Complaint statuses
- 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 on Feb. 2 for a crate. The website says, in several places, that the delivery time in the ** is 3-5 days. I received an email on the 5th saying my crate was shipping. I emailed the company on the 12th and asked when it would arrive because I had no crate and no info about delivery. The companys response was that my order had been shipped and was currently in transit. They posted a tracking link to ***** I checked it the next day and all it said was that a label had been created. I reached out to **** and they said it was in fact not yet in their system so it couldnt be in transit. I emailed the company again on the 13th and informed them that I reached out to **** and relayed what I was told. The reply from Japan Crate was we ask you to wait a little longer. They didnt give me any indication of where my order was or when I might expect it. After again receiving no information I emailed the company again asking for an update because the tracking link STILL said it hadnt moved. Response from the company- We have escalated this to our logistic team to know the whereabouts of your crate. I emailed asking for a refund. At this point its clearly lost and I didnt appreciate the lack of help I received. The reply was we cannot issue a refund at this time. Our policy is to try to redeliver AT LEAST ONCE before we issue a refund I looked on their site and took photos of all of their stated policies and I never saw that one. This company clearly doesnt care about its customers or their happiness. The scary thing is that its a subscription service! I really wanted to enjoy this as a gift for my daughter. I was considering getting a subscription to several of their crates for her. Thankfully i chose this as a test run!Now her birthday has come and gone and I had to explain that even though she thought this would be great, some companies dont seem to care. I just want to be refunded and never do business with them again.Business Response
Date: 02/26/2023
Hi ****,
Thanks for reaching out to us.
First of all we would like to apologize for the unpleasant experience youve had with us. We are in no way excusing ourselves with this, but we send thousands of crates a month and unfortunately it does occasionally happens that some of the crates do get misplaced.
We should have been more proactive and found a quicker solution before coming to this. We are sincerely sorry and were sad to hear that you no longer want to do business with us. Were sure your daughter would have loved our crates. However, we understand where youre coming from.
Weve refunded you the crate. Please allow 3-5 business days to see the amount return to your account.
Once again were sorry for the unpleasant experience.Initial Complaint
Date:02/08/2023
Type:Delivery IssuesStatus:ResolvedMore info
Complaint statuses
- 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.
My order number was ******. My order was placed on February 1st because I was excited about receiving the updated Japan Crate 2.0. When it came time for packing, I noticed it had gone by quicker than usual, so I reached out to customer service and they confirmed I should still be receiving the February crate. When it arrived earlier today however, it was a duplicate of the New Years Crate. I tried reaching out to customer service, and they tried telling me my order was actually placed on January 31st, so it couldn't be the February crate. Little problem though, seeing as I have an order confirmation from them, and from PayPal both stating February 1st. I've even double-checked every timezone imaginable. All I asked for was a replacement and they even denied me that.Customer Answer
Date: 02/09/2023
Hello, my case is ********, and I would like to withdraw my complaint against Japan Crate, as I have managed to get in communication and the resulting problem has been solved.
Sent from *********************** (****************************)
Japan Crate,LLC is NOT a BBB Accredited Business.
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