Sugo Toys Recensioni 58

As sad as it is, I'm not sure I can recommend Sugo Toys anymore.

I have been purchasing from them regularly and have very rarely had any problems, however, on my second most recent order from them I have had so many problems that it has made me reconsider purchasing from them again.
The order in question was for 5 items and was over the threshold for free shipping.
I have had to contact support about this order 3 different times.
The first was due to confusing wording that made it sound like I had to pay shipping. I was informed that was not the case and that I could wait for the other items to come in and would receive free shipping. They then shipped 3 of the items with free shipping. Because of this I ended up having to pay for shipping on the 4th item anyway.
The second time I contacted support was because I was told that if I wanted those 3 items shipped to the address I had set, the address almost all of my previous orders went to, then I would have to pay extra. On an order with "free shipping".
Now the most recent time I have contacted support was to follow up on the 5th and final item in the order which I had not had an update on for quite a while. I had frankly gotten used to orders from Sugo being delayed, because I have found that most pre-order items aren't delivered in the original ETA window, but this was supposed to be delivered "within 2025". The reply I got from support was that this item was "affected by an inventory discrepancy" and they simply forgot to tell me. THEN they offered a refund in the form of store credit. WTF? Because I found out about this issue so late, I now cannot find this item at any other retailer, so if I want to get it I will probably have to pay an exorbitant amount to get it second hand. They have offered no compensation for their screw up.

I do also have a few complaints about the website as a whole. Since an update last year, the search system has severely degraded and now it can be really difficult to find some items. Also, if you are signed in and leave the tab for long enough it will sign you out, even if you tick remember me, and I have had it glitch out when reloading a signed out tab and lost what was on it. The browser back button does not work in these cases.

As I mentioned earlier, I do have another order still pending with them. Hopefully this one goes better. I will update the review if my latest order goes well, or if they come back to me to offer compensation.

Product was organised and shipped very quickly,

I’ve been a long-time customer with Sugo. I sent a ticket to check on two GK orders that were listed on another site as “abandoned projects,” along with two other orders for updates. Tina was very helpful, she got back to me within a week of her initial reply with an update. I was refunded my preorder amounts for both abandoned statues and received updates on the other two orders.

Issue resolved quickly once I was able to contact the customer service.

I’ve been a long-time client of Sugo, and I can attest to their professionalism and reliability. From ordering through delivery, even down to payment concerns, they’ve been consistently responsive and easy to work with.

Sugo will randomly delay preorders by months and some times just delete the realese date from the site so you have no idea when your order will even come out

Great product, arrived perfect time, looking forward to receiving more products in future. Great service!

I preordered the Echocalypse Leviathan 1/7 figurine from Sugo Toys in March 2025 as new/first-release stock, with an advertised arrival of May/June 2025.

The manufacturer delay pushed the actual release to August 2025. Despite the figure being widely available worldwide for over 7 months (and now sold as clearance on sites like AmiAmi), I still have not received it as of late March 2026 that’s over 12 months later.

I sent more than a dozen emails chasing updates or a refund. Responses were sporadic, often claimed “technical issues”, and arrival dates kept shifting with no real resolution. In January 2026 they even told me it was “on its way”, it wasn’t.

After a formal 7-day notice of complaint demanding a refund in March 2026, Then another final demand notice for a refund in March 2026 both requesting a refund and cancellation, they have ignored both.

This level of delay on a long-released item is unacceptable. The contract of this deal has been long broken, and I have requested a full refund, but the process has been painful and drawn out. I’ve now escalated to Consumer Affairs Victoria and they have advised me to prepare for VCAT.

Would not recommend Sugo Toys for preorders if you value timely communication and delivery of the item you want, or even a refund.

Deposité y epseré a que salga la figura, todo muy bien con el pago y el envío

Serious collector-grade service. Ordered a high-value Infinity Studio piece from Australia to the UK — packed properly (outer box protected, no corner dings), shipped quickly, and communication was on point. Invoice support also handled without fuss.

They clearly understand what matters to collectors. Wouldn’t hesitate to buy again.

Good service. Packaged extremely well no missing parts. Fast delivery.

Webisite is soo easy to navigate, transaction and checking out is very smooth too.
Quality of goods is excellent.
Customer service is also² top notch. They would help you to ensure you get your answer and satisfies with it.

Great quality products that are packed very well. My products came in large boxes (the product itself was quite large) with lots of bubble wrap, and a lot of effort was put into the shipping. Although products took a while to arrive, I asked Sugotoys about it, and they were very kind and explained the reason. Overall fantastic customer service, good prices, would purchase from here again. thannnkkk youuu sugotoys.

With them now phasing out GK there is literally no reason to buy from them even if you are a local. For PVC buy from Amiami and for GK buy from Orzgk (they even do PVC). Most Japanese stores also offer cancellation without charge if it's a pre-order.

They are slow, unresponsive, unreliable and no longer cheaper.
They mislabel the items regularly like wrong name, character or description. Ordered a GK that had the picture of the 1/4 version but the description was the 1/5, when asked they had no clue and said it "should" be the 1/4. Only got confirmation when it came to the store. Another example was a noodle stopper I ordered had two listings with two different prices but the exact same picture and description. When asked they didn't know why, turns out one box is in Japanese the other in english and of course again didn't know which was which until the item was available for pickup.

Massive delays in pre-orders and don't believe their response about it being the GK related, the delays are with normal PVC figures that most other suppliers have already out (by average they are 2 months slower in distribution).

I used to be loyal and spent a lot with them, but now once I get my orders (would cancel them if they wouldn't take the deposit) I will not be dealing with them again.

Updates on Feb 6th, Feb 7th and Feb 8th see below:

Absolutely scam vendor. They are stalling a refund process deliberately and dragging out a simple cancellation request of an order that is less than $120.

I initiated cancellation of a pre-order on Jan 30th. I have used 4 outreach methods and despite the emails being direct and courteous, a WhatsApp chat and 2 customer service rep requests, including a completed refund form, they are pretending now that I am only inquiring about HOW to cancel an order instead of already having started this process nearly a WEEK ago.

No more patience for them if they have no time for basic business functions to sell or refund.

Still no confirmation or action towards cancellation.

In the meantime I've made 2 orders on 2 other Garage Kit sites (reputable within the the figure collecting community) - those other providers have packaged and shipped my orders within 72 hours, with healthy back and forth service support about customs, shipping and product aftercare.

Don't ever purchase from SUGO.

Imagine all this delay over a pre-order figurine ; the product doesn't even exist yet and they can't even handle a digital refund.

SUGO TOYS if you would like to reply I will share every screenshot and timestamp of my experience - you will not get away with performative customer service to pretend you are trustworthy - don't type a word until the cancellation is done.

This review will be updated in response to any reply SUGO makes below to track the extent of their delay.

Take note of how they are dragging this process. Jan 30th and today is Feb 6th and counting.

UPDATE #2
On Feb 7th SUGO initiated a response process on Trustpilot to potentially dispute my 1 star review. I received a notice via Trustpilot. SUGO still has NOT gotten any closer to a resolution to my email tickets started from Jan 30th, responded to the refund form, or my WhatsApp messages. However they had time to dispute my review on this platform instead. What does that say their priorities are?

UPDATE #3
Feb 8th
After having to DM a staff who was in the comment section of a Reddit thread called "Don't trust Sugo" from months ago , a resolution for a Refund has been reached. I can't imagine what the process is like for all the other people who have recently made purchases. ALWAYS research your vendors first.

Their products, prices, and packaging are all great, but their customer service and communication really let them down.

I had a preorder item arrive in-store on 22 October and was told it would be held for 60 days (until 21 December) in case other preorder items from the same order came in. After that hold period passed and none of the other items arrived, there was zero communication about what was happening with my item or what the next step would be.

On 27 January, I emailed asking if they could ship the held item together with a separate order that was about to go out anyway. Instead, they added another 60-day hold to the item (now ending in early April) unless I pay an additional shipping fee.

At this point, the item has already been sitting with them for months, so being told it will be held even longer unless I pay more feels pretty unreasonable. It’s frustrating to have to chase this up myself and then be penalised for it.