Went through with canceling my order so it would not renew. Turns out I did not finish I guess because surely enough it auto-renewed and I'm down another $150. Auto renewal with no refund policy is awful
Hi Kimberly! We sincerely apologize for the experience you've had with us. To clarify, all of our subscriptions are set to auto-renew, based on the acknowledgment that is agreed upon at signup. We simply ask that you cancel your subscription date at any time before your renewal date, if you don’t wish to auto-renew. Again, we apologize for the inconvenience this has caused you. Please reach out to our Customer Support team, who can take a further look into your experience and better help you!
I cancelled my subscription because my husband lost his job due to Covid and we couldn't afford it anymore. Been a loyal subscriber since 2017. They also increased their annual cost by more than 50% from my original subscription (380 to 550) and did not notify me of any increases. I cancelled on May 9 (have email proof), my subscription was to renew May 10 but they requested payment through PP on the 9th and now they won't return my money. Paypal sided with them because they sent them fraudulent information. They also did not send me my January box (sent me a tracking number for someone in Quebec and I am in British Columbia) and I still have not received April. VERY dissatisfied lately... the candy is not worth the money that they are requesting. Be weary of them, they are very dishonest.
Hi Melissa! We sincerely apologize for the experience you've had with us. We just wish you'd have reached out before so we could offer a resolution to your issue. To clarify, all of our subscriptions are set to auto-renew, based on the acknowledgment that is agreed upon at signup. We simply ask that you cancel your subscription date at any time before your renewal date, if you don’t wish to auto-renew.
We've also checked your subscription and we saw that we did reached out to all our customers and provided an update through email with regards to our shipping cost and price increased last January 2021. Please refer to our recent email for confirmation.
As for the cancellation and refund, we saw that crates that were...
Automatically renewed with no warning, I canceled the subscription within 6 hours of being notified(at 2am), they denied the refund and cancelation because I agreed to that in the fine print 3 months ago, they refused to refund me.
Shameful business practice, if you wanted your clients to truly have the opportunity to evaluate the purchase and cancel you wouldn't send a confirmation only after it's already been renewed.
You've had weeks and weeks of delays on shipments - I can't imagine that a cancelation just a few hours after the renewal couldn't be processed, you're choosing not to in an effort to capture revenue - shameful.
I noticed when I logged into your website I was automatically added to your email marketing list, sending mass automated emails doesn't seem to be a challenge - shameful.
You also had plenty of resources to make the cancelation page as confusing as possible to trick folks into thinking they've canceled when they haven't - shameful.
All that, but you were unable to send an email forewarning the renewal was upcoming and cannot be cancelled, no that was a choice -shameful.
I've disputed the charge as fraudulent. I've also left a deserving review.
Your business practices are despicable.
Hi Zach! We've look into your account and we can see that our Customer Support tried resolving the issue. We offer our sincere apologies for the experience you've had with us. We can see that your recent renewal was already refunded on March 17th and funds should be back within 3-5 business days.
Just to clarify further, like any other subscription service, our subscriptions are set to auto-renew unless cancelled (this is stated at the checkout window). If your desire is to no longer receive crates, then we advise cancelling your subscription before the next renewal date. Again, we apologize for the inconvenience this has caused you. If you need more help feel free to email our support team directly.
First time buying and never again going through this company. I was one of those people that ordered the January crate that was very delayed. But I was willing to wait because I get shipping was crazy, and they sent out an automated email that they’re doing everything they can to make it up(which didn’t happen). It took 3 months of waiting just to tell me in March they lost my package in the end. And all they did was refunded me, just because they didn’t want to not deal with the fact of owning up to it or sending another box or even a discount code (they only offered me a $3 discount code that anyone could get...) for another box after how long I waited and them saying they would make it up to those who ordered the January crate. I was very upset and disappointed after that.
Hi Brittney! We've look into your account and we can see that our Customer Support tried resolving the issue. We offer our sincere apologies for the confusion you’ve experienced and also for the delay and losing your crate. Sometimes error happens for which we really apologize for the mistake.
We understand where you're coming from with the overall situation but we did what we could to resolve the issue. As explained in the email, we no longer have January crate in stock that is why we offered a full refund instead. With that said, we can see that we already refund your January crate and offered a promo code which you can use if you ever choose to try Japan Crate again in the future....
I ordered the January Japan crate and there was a lot that went wrong. I started buying Japan Crates in 2016 when it was only $30 and free shipping. Now they upped it to $35 plus $10 shipping and I'll say, none of the items they put in there are worth that money. All of the candy except for maybe the Kit Kats and the one drink item are all cheap little candies. I'm talking candies and snacks the size of my pinky. Not only that, but I didn't get my crate until February and I never got email updates about when it shipped, I had to keep asking support for updates. I had as well put in a coupon code for a pokemon figure, an animal crossing egg with a figure, and an "Everyone's a winner" scratch-off ticket to be included. The two figures were there just fine, but the scratch-off is a lie. Not all are winners because mine wasn't.
Hi Ashley! First of all, we offer our sincere apologies for the confusion you’ve experienced. with us. Thanks for reaching out. We're really sad to hear about this. Rest assured, we’ll definitely take this into account when putting together future crates.
Although you didn't enjoy the experience, we do appreciate you. Thanks for leaving a feedback. We'd love to send you a care promo code as a complimentary for the inconvenienced that we have caused. Our ultimate goal is to satisfy you and create happiness through our new care program. You can expect an email from us very shortly. We can't have you, or any our Japan Crate subscribers disappointed with their experience! If you have any questions, we’re available anytime through our support email. Please...
Don't buy. Terrible service. Lated boxes. Missed boxes. Try to cancel it and they'll auto renew it the next month and refuse to give a refund.
Hi Jarrod! Thanks for reaching out! To clarify, like any other subscription service, our subscriptions are set to auto-renew unless cancelled (this is stated at the checkout window). If your desire is to no longer receive crates, then we advise cancelling your subscription before the next renewal date. We sincerely apologize for the experience.
As for your crates, we can see that all have been delivered up to the latest February crate. The only crate that hasn't delivered was the March crate which was ordered in February. Please reach out to our Customer Support team, who can take a further look into your experience and better help you!
Customer service is unethical and scammy. I had received the last crate over 6 weeks late. My subscription renewed but I could not easily cancel it. Within the moment I was charged I asked for a refund but I was denied any consideration. I sent several e-mails explaining what happened, but was incessantly disregarded. STAY AWAY!
Hi Kianna! We sincerely apologize for the experience you've had with us. To clarify, all of our subscriptions are set to auto-renew, based on the acknowledgment that is agreed upon at signup. We simply ask that you cancel your subscription date at any time before your renewal date, if you don’t wish to auto-renew. Again, we apologize for the inconvenience this has caused you. Please reach out to our Customer Support team, who can take a further look into your experience and better help you!
I never recieved my box nor did I ever hear back from the seller about what happened. Despite many attempts for contact I got nothing. I'm really disappointed because I was looking forward to it. 😞😞
Hi Ardis! Thanks for reaching out! We've checked your subscription and we can see that we did replied into your email inquiries. Seeing that one of our customer support respond on January 18th and February 9th, unfortunately, your crate was delayed and we deeply apologize for the inconvenience. Upon checking your tracking information link, your January crate is still in transit and its already with USPS. Please follow the delivery transit via the link that we have provided in your email and you can actually follow-up with USPS as well. Hope that you received your crate soon. If you still have any questions, we’re available anytime through our support email. Please reach out and we’re more than happy to help.
I got a box with missing stuff they said they sent 2 replacement such never arrived.
I doubt they actually sent them.
Hi Vladimir! We’re deeply sorry for the delay and we're so sad to hear that you still not getting your November replacement crate. We've checked your subscription and saw that you had reached out. Based on when the replacement November crate was shipped, it should have since arrived. Seeing as the replacement crate failed to arrive, we have submitted a request to have the crate refunded. You should see the funds returned within the next 3-5 business days. We sincerely apologize for the inconvenience.
I wrote to the Japan Crate Support team on the 7th January and they didn’t even talk about my December crate at all, only about my inku crate which I had no issues with and haven’t talked about. On the 23rd January I wrote to them again about my December crate. It’s been more than two weeks and I still haven’t been answered. It’s now February and I still have NO news about my December crate. I get that there was a lot of orders for Christmas and all but It’s February nom and I still have nothing. I asked if I could at least get a refund or a tracking link but nothing.
Hi Audréanne! Thank you for reaching out! We're so sorry about the delay, we've been a bit backed up on our tickets and we're still working though them. We saw that you had reached out, so we've looked into your subscription. Unfortunately, due to unforeseen circumstances during our transition to our new shipping provider, we've been experiencing some delays while we finalized some loose ends. Rest assured, we finally finished contract agreements, so everything should be going much smoother from here on out. However, we're really sorry that it has caused some delays with your crate. We'll be sending email shortly and do please respond. Thank you for being so patient and reaching out to us!
No crates & no refund. Scam. Reply to Japan Crate's reply: Ummm yes I have contacted you repeatedly & you have not helped me. This is Sept29 & I STILL do not have the crate I paid for July7! All you ever do is say "Is this your correct address"? And u know it is! You sent the last one there! (After months of emailing you about it of course). RUN FROM THIS CRATE!!!!!!! RUUUUNNN!!!!!
Hi Sarah! We sincerely apologize for the experience. If you would like us to provide assistance, then please contact us at your earliest convenience.
Absolute FRAUD! They sign you up for renewals against your will and NEVER cancel you, and continue to charge you, no matter how many times you cancel on their website AND write their customer service! DO NOT BUY FROM THEM UNLESS YOU WANT TO BE CHARGED $300 OVER AND OVER AGAIN AGAINST YOUR PERMISSION. THIS COMPANY IS FRAUD!!
Hi there! We sincerely apologize for the experience. We've looked into our system but we couldn't find any subscription under your user name. We just wish you'd have reached out and provided a valid user account before so we could offer a resolution to your issue.
Jus to clarify further, like any other subscription service, our subscriptions are set to auto-renew unless cancelled (this is stated during sign-up at the checkout window). If your desire is to no longer receive crates, then we advise cancelling your subscription before the next renewal date.
Again, we apologize for the inconvenience this has caused you. To assists you further, kindly email us your subscription details using your registered email address so we can check and investigate further. Please do...
I booked a year long subscription of the Premium Crate. Some of it is good, but a lot of it is just not my taste. Like sweet potato or green tea candy. After about 6 months I decided to switch to the Umai Crate. Again, some of it was really good, but there's a lot of shrimp or seaweed flavored items which are not my thing.
I cancelled the subscription but here's the thing- You don't get a confirmation email saying it's cancelled. So you have nothing but your word that it was cancelled. And then boom, your stuck with a $330 charge on your credit card, and an additional $60 shipping charge due to corona. And support will just tell you that you didn't cancel and there are no refunds. So I would either stay away or remove your credit card information after you subscribe.
Hi Hayli! Our deepest apologies for the overall experience. Thanks for reaching out! Although you didn't enjoy the experience with us, we do appreciate you. Thank you for leaving a feedback. If you have any questions, we’re available anytime through our support email. Please reach out and we’re more than happy to help.
This box is terrible. I ordered my first box on April 20th it was shipped April 28th. Its now July 28th it has not arrived. I also was charged for May crate as well. I got a notification that it shipped on May 13th. Still didn’t get that one either. It has been 12 weeks since ordered my April crate and 10 weeks since the may one was supposedly shipped! These people are ridiculous I tried to get in touch with them they said it should be on its way. Please be careful people.
Hi Olga! Thanks for the feedback, we really appreciate it. We're deeply sorry about your experience and for the delayed crates. We've checked and we see that we've replied in your inquiry about your missing crate last August 22nd and still awaiting for your response. Please do reached out and reply back to our support so that we can resolve the issue about your missing crate. Will wait for your response.
These are expensive boxes for what you get. It's fun for the first 2 boxes then you start to see some of the same cheap gums, candies and chocolates that are nothing special and a total waste of money. If you live in a city that has a decent Japanese shop, you're better off buying snacks from there so at least you pay for what you like and not end up with some random cheap stuff that you don't care for.
If you're still considering trying the box, DO NOT GET LONG TERM SUBSCRIPTION. Watch out for the auto-renewal. They don't send you a notification that your anniversary date is coming up and that they will be charging you for another round. The "cancel at any time" that they advertise on their website is NOT TRUE AT ALL. Once they charge you they never refund even thought they haven't sent you anything yet (or even got around to preparing your box) and can technically refund. I totally did not realize that my 12 month subscription (yes, I made the stupid mistake of signing up in the first place) is up for renewal as I haven't received my last box at the time. Canceled the subscription and notified them immediately after the email came through but they refused to refund because all they care about is getting your money and not the consumer experience. Now I'm out a few hundred dollars and stuck with a bunch of boxes that I don't...
Hi Ingrid! We sincerely apologize for the experience. To clarify, all subscribers are informed at sign-up that our subscriptions are set to auto-renew unless cancelled; all subscribers must agree to the disclaimer at the checkout window before they can subscriber. If you fail to cancel your subscription before the next renewal date, then you will be responsible for the renewal. Note, if you subscribe to a prepaid plan (3, 6, or 12) you are committing to purchasing those crates (at a discounted price). While you are free to cancel your subscription at any time, you will still be responsible for any crates remaining on your prepaid plan.
The company takes a realllly long time to ship for the small amount of products you receive. The main problem was that I canceled my subscription when I knew I wouldn’t be home to receive that months box but then they just renewed it anyway. I had proof from my internet history I canceled it but they refused to work with me.
Hi Desiree! To clarify, the reason why your subscription renewed was because it was left active. As stated in the disclaimer (which is available at the checkout window), our subscriptions are set to auto-renew until cancelled.
Ordered a box early December with a note that it would arrive before Christmas. Was charged to my credit card but never received a box. Received a Valentine's themed box (clearly not the Christmas/ December box or even the January box) in late January after having my credit card charged a second time.
Customer service would not refund/ help regarding the box that never arrived. They simply stopped replying. I should have listened to other reviews about boxes not arriving. Avoid Avoid Avoid.
Hi Brandon! First of all, we're deeply sorry for the delay and for the overall experience. We saw that you had reached out and your ticket was accidentally closed, so we're not able to response back. It seems that we misunderstood your recent response and we didn't provide information about your delayed January crate. And we're really sorry about that.
Anyways, based on the email, your January crate was shipped and still in transit that is why we wont be able to refund it. When we handed to our new shipping provider during the shipment process last December, we thought it will be fast as promised but unfortunately, due to unforeseen circumstances during the transition we've experienced more major delays because of the move that we...
I ordered the December crate on the 17th of November and received an email on the 28th November saying that my crate was shipped and is on it's way. However upon checking the tracking on DHL's website there was no update regarding DHL even receiving the crate so I contacted DHL and they said that they have not received the crate at all. Then after 5 business days I still had not received my crate, keep in mind that it cost $20 for shipping alone and it was stated that shipping would take 3-5 business days. I then emailed Japan Crate asking what the issue was and they said please allow 5-10 business days from the order date which made no sense as it had already been 3 weeks since I ordered. Another 5 business days passed and still nothing so I emailed Japan Crate again and they did not respond to me at all so I had to email them for a 3rd time and finally they responded but they didn't help me at all. I was very unhappy with the service and I emailed again stating that I wanted a refund as the service was horrible and I was no longer willing to wait. Then after that email I suddenly get an email from them saying that my crate was damaged and was sent back to them by DHL which was a lie as I contacted DHL and they said they didn't receive the package at all....
Thank you so much for your review. We are terribly sorry about your experience.
The automated email that went out on the 28th of November was very unfortunate, as
a small number of crates in that mass shipment were not actually shipped out on time.
Our crates are fulfilled within 5-10 business days, handed over to the shipping courier, and delivered shortly thereafter, depending on the shipping courier and the subscriber's location. (In your case, South Africa)
We fully anticipated that everything was on time and ready to be handed over to the shipping
courier, which is why the automated email went out.
However, your crate was in a particular batch of Premium Holiday crates that were damaged between our warehouses, before being handed over to DHL (meaning DHL...
Over charge for shipping. They increase their shipping without telling you about it on renewal and refuse to refund your money when you ask to cancel because of the ridiculous postal fees.
Hi Becky! We're deeply sorry about your experience. Just to clarify, the shipping charges was announced ahead of time last April through our Social Media and to our website. We also believed that we sent the notifications to our subscribers worldwide. With regards to the renewal, based during sign-up, we require subscribers to acknowledge that the subscription being subscribed to is recurring and, if left active, will renew every 30 days from the original payment date. If your subscription renewed, we cannot cancel the crate but we can cancel the subscription. If you feel like subscribing back, feel free to use JCCARES code. This offers a discount to your next crate. If you have any questions, we’re available anytime through our support email. Please reach...
WORST EXPERIENCE EVER! THESE JERKS ARE LYING AND SAYING THEY SHIPPED STUFF, I GOT A BRITISH CRATE I ORDERED 3 MONTHS AFTER THIS ONE AND STILL NOTHING FROM THESE PEOPLE. HAD I NOT CANCELLED ID STILL BE PAYING AND NO CRATES!
TERRIBLE CUSTOMER SERVICE, NO ABILITY TO TRACK, THESE PEOPLE ARE RIPPING PEOPLE OFF
Hi Jeffrey! Thanks for the feedback and we're deeply sorry for the inconvenience. We have reviewed your subscription and we can see that both of your May and June crate was delivered on July. We just wish you'd have reached out before so we could offer a resolution to the issue. Hoping that we can make it out you and might as well update your review to 5 Stars! Here's a code JCCARES that will offer a discount on your future crate. You can use the code whenever you feel like subscribing back. Looking forward to that day! :)
I got billed for 2 crates. Didn't get any. And they've only refunded one crate and have told me my other crate was cancelled.
Japan crate ripped me off and aren't trying very hard to fix it.
Let me be clear, cratejoy is awesome. The other subscriptions have been good to great.
Japan crate is the thief and failure.
Hi Patick! Thanks for the feedback. Based on your account, we can see that the refund for your May crate (ordered in April) was successfully sent back to your Paypal account. With regards to your June crate which was ordered in May, we tried reaching out to you through email on June but haven't heard back from you since then. We tried sending a replacement crate but we can't confirm if we will send to the address we have on file unless you confirm in our email. Due to this, we hold and keep your crate in safe keeping until you can confirm with us to where we can send the crate. We ask if you can please check your emails and reply back to...
I did not received anything yet!!! and its for xmas...its december 21th...
Hi Nathalie! On review, we see that you subscribed on December 4th to our Original crate, which means that the first crate that you would be shipped would be our January crate. Your January Original was shipped on December 20th and is currently in transit. Based on when this crate shipped, we expect for it to arrive no later than January 31st. Note, when the crate actually arrives will depend on how quickly it is handled through both customs and the postal service.
Was not informed that a special box could not be delivered to my region, was given a box I didn't want...absolute waste of money. Was given a 3 dollar refund...even though there was an opened candy inside.
Do not buy
Hi Rachael! Regretfully, because of licensing restrictions, there will be times in which a partnership promotion will not be available to a specific country. If this is the case, we will always put a notice on our website to inform potential subscribers.
I ordered a monthly subscription box with the intention of receiving the box the following month. Tracking is not available, but only upon contacting the seller was my subscription updated to say it was shipped-weeks after I ordered it. I was told that if I did not receive the box within 2 months of ordering to contact them again. I have no idea where my box is, and there is no way to connect with someone at CrateJoy, so I decided to leave this review to warn others. I honestly believe they forgot to ship it until I contacted the seller weeks after not getting any notification. Very poor customer service all around.
Hi Sheila! We sincerely apologize for the experience. If you have not yet received your crate, then please contact us again so that we may investigate its whereabouts.
It's been in transit for 16 business days and I still don't have my package. NOTHING has been updated on the shipping information. I've messaged them multiple times for help and nobody has answered me. Very unprofessional on their part. Will never order from them again
Thank you so much for your review!
We see that you had ordered on December 2nd. On our website and in the Order Confirmation, we kindly ask that you give us 5-10 business days to fulfil your order and 5-7 business days to deliver, once your crate is handed over to the shipping courier. :)
We are just as excited as you are to receive your crate, so we really appreciate your patience while your crate is lovingly put together and handed over for shipment.
If you don't see any updates to your tracking link soon, please contact our Customer Support team so that we can look into your order further.
Thank you so much Sarah!