Update April 6th: Response times are back to the normal 1-2 business days (Note: Closed on Sundays)
Dear Customers,
Thank you for using AmiAmi.
We are really sorry to say that due to an increase in customer requests, related to both COVID-19 and nearing the Christmas-New year holidays, response times to customer requests are currently slower than normal.
Estimated response time: 2-5 business days *depending on the current number of requests
If you have submitted a request, then we will get back to you as soon as possible.
If you are about to submit a request, please keep the response time in mind, and submit your request as early as possible.
We apologize for the inconvenience.
- AmiAmi Support Team
Comments
13 comments
Is it possible to expedite the reply time to enquiries at this period of time, seeing that it is nearing the new year holidays for Japan? I am sure that a lot of people, like me, would like to have problems resolved and orders shipped out before the year end and before you guys take a long holiday. Otherwise, we will have to wait for a long while for the holidays to be over.
I submitted a request yesterday and a different one earlier today, and I have not yet received a reply to any of them.
Hello Cheryl,
We are sorry about the current delays with replying to requests.
We are trying to get back to all requests as soon as possible, and all requests will be processed in the order of arrival date. The delays are expected to continue for some time over the new year holidays and early January.
If you have already submitted a request then we will get back to you as soon as possible.
We apologize for the inconvenience.
I've submitted my request almost a week ago and have not yet received any actual reply regarding my questions, and I've submitted three times, the very first time was on 12/23/2020. Then I just saw this, although I fully understand the situation of delayed support, but the reminder I got from AmiAmi says that my payment due date is 1/2/2021 and today is 12/28/2020. and I can't believe that I just saw a notice saying the support team will be on holiday from 12/29 to 1/3. What should I do then?? Is this really the case that I have a 7 days payment deadline and you delayed my request for almost a week then still going to have a holiday until my deadline is completely over and I can't do anything??? Do I have to pay my order before the deadline without solving any of my question so I can keep my order?
I had a very similar situation, sCZ. Mine was going to pass the deadline and be auto-cancelled yesterday (It had been 7 days). I couldn't risk losing one of the items in the order so I ended up just having to go ahead and pay for it and hoped that support would see my messages and respond before the order was processed so perhaps it could be sorted out.
After checking again a little while ago, my order seemed to be sorted the way I wanted it to be even though my ticket didn't get a text reply. However, it did show last activity as being very recent on the ticket. So you may want to check your orders page and the ticket page again just in case. Can't promise yours will be sorted as well of course but it can't hurt to check.
Yeah, I've been checking my order status and sadly nothing has changed yet. My issue is that I have an old order from almost two months ago that I've paid, and because I chose EMS and EMS was being suspended so my old order was pending until today. and few days ago my other order is ready for payment, so I think, why not ship them together, maybe it will be cheaper and faster to ship them together with DHL. then I requested a combine of orders, then nothing happened yet....
i want to talk with the support team this is my request 131120
Is there some update to the support delays with responses to requests? I submitted a request around December 31st about a manufacturing error on a figure I received; an error in such a way that the figure is not able to stand on the base. I havent received a reply regarding it yet, with it nearing two weeks since I submitted the request.
Are the support requests still delayed? I want to get my items already but you didn't separate a figure that was delayed.
Today is 1 Feb 2021 but I have not receive any payment or shipping notice regarding my order which was supposed to be shipped on DEC 2020. In my account, I see that all my items in the order are in stock however my order is not processed. I have contacted your support email earlier but I did not receive any replies or updates. I totally have no idea why my DEC order is delayed until now, even though all my items are in stock. Can AmiAmi Support Team please get back to me and solve this issue?
This is getting ridiculous. I understand the delay in responding to support requests, but the last time I sent a support question, I got a email back later on asking for feedback for my support. I didn't even get my questions answered! I sent a new one this time, but so far nothing yet. All I want is my invoice for my items that have been in stock since earlier this week. I've never had problems getting invoices before...yet my order still shows pre-order (and not awaiting for payment), even though items are clearly in-stock.
Is there any method of quicker support? I just received a notification my package is being shipped to another person/address. I'd like to stop it before it occurs.
Darkgodbane
Send them a support and maybe label it as urgent? Let them know that your package is going to someone else entirely. (Have you double checked that your address is on the invoice?)
It's a replacement for a lost package but the original invoice had all my info
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