[Starscream Gaga]

When it comes to fufilling pre-orders of some of the harder to get figures, especially Sentai stuff, their customer service is awful. They frequently accept too many orders and only fufill some while putting the others on Back Order without bothering to notify their customers, which is incredibly frustrating and has happened to me at least six times.

However, they are also incredibly reliable when it comes to replacing damaged items, or items with defects, or items missing accessories. Compare Amiami to HLJ: Amiami sent me a Figuarts that was broken in package. When I contacted them I got the reply "try some adhesive, because we cannot give you a refund". I replied with photos of the breakage and saying that I'd be happy with simply a partial refund because an armless Figuarts is worthless and they retorted that "manufacturing errors are not their problem". In comparison, HLJ once sent me a Transformer (worth more then the Figuarts) missing its sticker-sheet. When I contacted them they sent me a whole new figure at their cost (they paid for both the new figure and express shipping) and told me to keep the one without the stickers as a "gratitude gift" for using their store. That gave me a really good feeling and is far better customer service then I've had from anywhere in Japan.

So there's both bad and good. If you're pre-ordering, have a back-up plan. If you're buying an "In Stock" item, shop with confidence.