Sugo Toys Recensioni 

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.

My experience with Sugo Toys has always been great ever since my first purchase. The shipping time is quite short at 1-3 days for Australians and I'm glad for a Australian store with plentiful stuff that I enjoy and so will others. The quality is amazing too.

Delivery was accurate, got necessary updates and all of my packages came in a timely manner.

Great customer service. Price matching is awesome as is payment plans.

No issues with this company.

My experience with Sugo Toys:

1. Incorrect inventory.
Ordered and paid for product only to be told that they didn’t really have it.

2. Abstract wait times.
Am still waiting for another product ordered in march 2024. When I emailed asking for its status over a year later, I received a generic reply saying “… Please note that preorder dates are only estimates and may change without notice due to delays from the manufacturer. These estimates are based on the most up-to-date information provided by our suppliers when the preorder opens. As an Australian company, we typically receive items around 2 months after the official release.“ (this was over a year later).

Edit. Sugo Toys refuses to refund me and/or give me any information about this purchase. Buyer beware.

3. False advertising.
Paid for a deluxe figure and received the standard figure instead. When I emailed them, they apologised but they offered zero recompense. After another email, they offered a 5% refund which is nowhere near the difference in price between the standard and dx figures.

(edit to address the company’s response below: at no point was I offered a full refund on return, and the product was advertised as the dx version, I received the standard version. I paid dx price however. The only fix they offered was a 5% refund).

The store has unclear policies, and getting a refund is a nightmare, and I still haven't received it after weeks. I had to ask PayPal to resolve the issue, but it still hasn't been resolved because it's impossible to reach them. Tina from customer service sends copy-pasted messages that only wasted my time. I responded to her in 3 minutes flat, but she responded days later, repeating the same things and not resolving the refund. I wrote to all their contacts, no response. At one point, they cancelled order SG2510927140014 but didn't issue a refund. They asked me to withhold 15% for the refund, which is unheard of by European standards, but hey, they're Australian, so I said yes just to get an immediate refund, but I never received it. An inconceivable level of incompetence and perhaps even bad intentions. In the first message they had given the excuse that they were on vacation, but that now they were ready to resolve the issue immediately, they disappeared again. I was forced to contact PayPal, but what if I hadn't paid with PayPal? What would have happened in that case?

Great store but if you have to deal with customer support then don't bother I have sent in reports that I was missing parts and now I can't get a reply from them as to what is going on and honestly they're customer support deserves 0 star

Update

After many emails to customer support who very rarely replies my parts are still not here and I have asked them for my money back in which they are not replying to my emails this has been going on now for 3 months and I want either my parts or money back

24th of March 2026

Sugo toys have been consistently amazing to purchase from, their prices are always the lowest and if i have any concerns or queries, the support team are always absolutely incredible, courteous and happy to help. Have purchased from them for well over a year now, have never had a problem at all, and every single parcel has come carefully packaged to prevent any damage to the products. Highly, highly recommend!

Great company to deal with and efficient delivery service! Trustworthy brand and site.

Fast turnaround from payment to shipment and communicative.

Sugo toys is great, awesome offering, good reward system and cheap shipping in au.

I've been dealing with Sugotoys as my primary source of One Piece resin statues and Nendoroids collection for the past 5+ years.

They are the gold standard in Australia for what all hobbiest speciality stores should aspire too.

Their selection is huge, they have impressive physical stores and their correspondence is always in a timely manner.

Their warehouse team does a fantastic job with packing, as yet I have never had any issues with things being damaged in freight (obviously they can't control the courier) but the parcels themselves are wrapped with care and look premium.

Sugo Toys in my option is the best place to buy collectibles. No one else in Australia matches their range and special preorder prices.
Staff are absolutely amazing too.

Extremely disappointing experience. I purchased a full set blind box that was guaranteed to contain all characters but received a duplicate instead. Despite returning the duplicate promptly, the issue dragged on for over two months with slow responses and no resolution. I was ultimately told the missing item was out of stock due to delays on their end. Communication and handling were poor, and the proposed resolution felt unfair given the circumstances. Would not purchase again.

we purchased a full box set of jjk blind boxes and unfortunately received a duplicate.
the entire process of dealing with sugo toys and their customer support has taken over two months; delayed replies and unreliable promises which never go anywhere - per their return process, we sent the duplicate plush back to their warehouse but received no confirmation or follow up after it had been received.
we have tried to remain patient, however our final email from customer support member RYAN shows how little this company truly cares about the people keeping their business afloat. the entire issue could have been resolved if they had promptly been in contact with us, and had not waited until after black friday (when their stock completely sold out) to provide us with an outcome.
although they claim our issue is “a manufacturer problem”, it doesn’t change the fact that they provided a sub-par product and now refuse to make things right unless we send the remaining 5 plushies back.
truly disappointing and beyond a joke

Ordered a did figure from Sugo. The item came with a defective neck joint. After several weeks of back n forth, they refused to help me resolve the issue and kept insisting there was nothing wrong with the figure. I asked if they'd simply send me a couple of neck joint pegs so I could try to fix it myself but they gave me excuse after excuse. Useless.

Great customer support, fast delivery to Europe, strongly recommend.