GoodsmileusReviews of goodsmileus.com

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.