Goodsmileus Reviews 

I preordered a figure that was supposed to ship, and therefore charge me, between january and march 2027. That was a completely doable timeframe for me, as i was going through a long and difficult moving process. In September 2026(this year) they started trying to charge me for it, i had no money in my bank because i didn't have a job and my last bit of money went to cremating my cat. I was in contact with them a week prior about my situation and they confirmed that the preorder wouldnt be ready until january of next year. Well it turned out to be September of this one, and then they canceled my preorder altogether. At least i didn't have to give them any money.

lying and cheating company they lied to the bbb after i filed a complaint about them they said i knew but nothing about that was disclosed.

I had pre-ordered a hoodie that was stated to not be available for release until this coming winter. A few weeks ago, I'd received a reminder email that my payment would come out upon release of this hoodie, with no implications that Good Smile was preparing to release this hoodie anytime soon. Not even two weeks later, without any notice that the item was being shipped until after the payment had come out, they took $80 out of my account when I distinctly remember this particular item not ready for release until WINTER 2026/2027

I had reached out to Good Smile, explaining my financial situation and that this sudden pull of payment came out of nowhere at the worst time possible, to which it didn't even seem like CS actually read my email and instead sent the standard "We cannot issue a refund, sorry" response.

I think its pretty terrible of them to have a specific release date, then proceed to send no notice to scheduled release changes and their CS is equally as terrible. Honestly buy your stuff elsewhere, you'll save yourself the trouble even if you have to spend a little extra.

Estafadores
Estafadores. He realizado un pedido por valor de 127,95€ (GSEOS#30294) el día 26 de agosto de 2025, tenía que haber sido enviado en enero de 2026. Tras un año de haber hecho el pedido, mi cuenta ha sido borrada y los pedidos han desaparecido. Me han robado en total, en tres pedidos, 262,85€. No compren en esta tienda.

Scammers. I placed an order worth €127.95 (GSEOS#30294) on August 26, 2025; it was supposed to ship in January 2026. A year after placing the order, my account has been deleted and the orders have disappeared. In total, across three orders, they have stolen €262.85 from me. Don't buy from this store.

Company is fraudulent

I'd avoid this stupid store. I had one of the figures I purchased defective (from their own website), asked their customer support for help, they asked me for proof of purchase, receipts etc which were all provided plus a million photos they requested, I sent them, then they sent me a million more, and when they saw I was going to keep going, they just decided to say "we don't sell that product". Talk about a bunch of jerks that refuse to take any responsibility for their own defective products

You think a company would treat a regular customer, who's been loyal and that has spend thousands, with a little more respect eh? but you're wrong. This is by far the worst company I've dealt with and the fact that they won't even refund $11 for their mistake, is the final stake. They have ignorant customer service and will try everything to not refund even if the goods are damaged. I think out of all my orders, 50% have been delivered with crushed retail boxes and 2 have completed destroyed boxes and their customer service will always say that the retail box is to protect the contents. These products are usually between $200-300 too. We all know that some of us collect the and keep items BNIB as well.
You're better off purchasing from Japan online retail stores as their support and service is far superior and they at least pack products safely.

Terrible CS, two items were tapped together so tight it damaged both items. I contacted them for support & they said it’s USPS fault so file a claim with them. I clearly showed pictures and the USPS box was in perfect order, not a dent in sight. I explained this to them & they shot me the exact same reply.

All around terrible company. They use very cheap, very thin shipping boxes which provide almost no protection for your items. So far, five of the seven packages that I've received from them in 2026 have arrived damaged. I don't have this problem with any other company that I purchase from, only Goodsmile. When I mentioned this to them, they took no responsibility and told me to take it up with the post office. It also takes them forever to ship your order. They'll give you a tracking number and say that it is on its way, but they don't actually ship it until a week or more later. Last but not least, they massively overcharge the customer for shipping charges of scale figures.
Please avoid this company. Instead, shop at the Japanese version Goodsmile Global Online Shop.

This is only for Good smile US . The one in Japan is doing great. Bought a figure in February, it said the product in store ready to ship and they took 30days to create a shipping label and took 4days but still not successfully shipped. Using email to do the customer service and the worst experience ever, never answered the reason of the delay, just keep saying will give notifications email when shipped. When asked about the refund since they cannot be ship, and they refuse the request keep saying the policy this the final sales no return made. But the fact they charged the money but hold the product. I can't believe it happened in USA

Item arrived crushed during shipping, and the company offered no assistance. Their strict policy states they do not cover damaged packaging, leaving me with a damaged product and no resolution. Very disappointed, especially from a collector-focused company—this is horrible support.

Recently finally received the Berserk Skull Knight DX Figma I had preordered (from Amiami) over a year ago that got stuck in release date extension and shipping/tariff hell and I’m quite disappointed. The horse Skull Knight came with came with a broken head that couldn’t attach to the horses neck so I had to super glue it. Plus the pegs that hook together some of the accessories and detail pieces don’t fit together well and Skull Knight has so many absolutely pointy sharp pieces on him that it makes it difficult to grip him to try to snap the pieces back together. These issues coupled with the fact that the stand can’t support both the weight of the horse + Skull Knight on its back riding him has made me decide not to get another figma in the future.

I actually haven't had any issue with the company until now. I received a smashed package, resulting in the collectible figure no longer having mint packaging. I checked the support page only to find:
"The packaging is designed to protect the product. We regret that damage to the package itself does not warrant a replacement. We will refuse all claims regarding damaged packaging."
I will be purchasing from other retailers when possible from now on.

Good smile us has absolutely terrible customer service. When tariffs were first placed on their imported goods in 2025, they suspended the imports on their products. That in itself is fine, but they refused to let customers cancel their preorders. They have a no cancellation policy. Though under the circumstances, they should have made an exception. They have since resumed imports, and my 1st of 4 of those preorders finally shipped aug 29. It didn’t arrive to the initial sort facility till sept. 4. That was the last update on the package, and it hasn’t moved. Contacted their customer service sept.9. They refused to even investigate the matter until sept. 18th. As of writing this (sept 12th), still no word on my package or help from goodsmile. And I still have 3 other preorders with them that I’m unable to cancel. Hopefully my bank can help me if nothing is done.

Bad customer service. Also saw discussion that they have a data leakage of users’ credit card information happened recently

One of the poorest companies for customer service. I had my package get destroyed by UPS. When I reached out to them. I was offered $100 for me to return the figure. (The figure Itself cost $300) Which I'd have to pay the shipping. I Declined that offer since who in their right mind would take $100 for a $300 Item.

I've reached out to them for additional solutions. (Giving me a discount, Full refund, coupon, freebies) Was ghosted for any more emails or chats that I've had with them. Very unprofessional and zero customer service. Especially If you're willing to buy a figure at a $300 price tag.

The companies US support is basically useless and will make you move to the Japan support team. Very annoying to have to switch to different countries supports.

Don't love all the exclusives they hold. Forcing you to pre order with them if you want a bonus item. Along with making you pay for shipping and no options to get free shipping.

I ordered a figure from them that costs me $239 + $47 for a paid bonus art item + shipping + tax it came out to $318. The figure arrived in perfect condition with no shipping damage but the $47 paid bonus art came with black stains all over the frame and under the glass, and a few scuffs on the frame.

I sent Good Smile Company US an email with pictures asking if they could please exchange the $47 art item that arrived damaged and they said that all defective items are handled by Good Smile Company in Japan and sent me a link to make a claim through them.

I sent Good Smile Company in Japan the information and waited two weeks, no response. I decided to send them another email and they responded almost 2 weeks later (4 weeks of waiting just to get in contact with them) and when they responded they just sent me a generic email asking me for pictures of the figure, the figure box, the figure parts, etc. I told them that the figure was perfectly fine, the art print was the item that arrived with defects and I had even sent them pictures of everything in my original message (over 50 pictures) of the shipping box, the figure box, the art that arrived damaged, the shipping label on the box. Its as if they didnt even read the original message that I sent them or looked at any of the pictures that I sent them after 4 weeks of waiting they just copy + pasted something asking me for the same information that I sent them all over agian without even reading my message.

Why even order from Good Smile US if their going to refer me to Good Smile Company in Japan when things go wrong? I thought the whole point of buying from their US site was being able to deal with customer service and returns/exchanges domestically.

Terrible customer service. Requested a refund when my package was lost in the mail. Used priority shipping, but I guess that doesn't help. Tried four times to get help with no luck, always the same generic response.