70 Customer Reviews
Review from Megan F
5 stars08/21/2024
I ordered a 16 weight Appa plush. I know YouTooz takes a long time to ship and thats no issue for us. Sadly, my first package was stolen off of my front porch before it got to me. YouTooz, however, was so kind when I let them know what happened. I had actually already ordered a second one and sent them a message just to see if there might be a way to get a partial refund or discount, not actually expecting any, and their customer service let me know I could get a full refund if I made a **** claim. I tried to do so but **** would not let me make a claim and I took screenshots of this and YouTooz said they approved a full refund for mg second Appa and sent it to me.Their customer service response time was very fast and they were so kind in helping with something that wasnt even remotely their fault. I got my Appa today and I absolutely love it. Its so soft and adorable and really well made. Im glad I ordered another and beyond grateful that YouTooz was so generous to refund the cost of my second order when my first package got stolen.Review from Carla C
1 star08/17/2024
Scam scam scam! Do not ever buy from YOUTOOZ. They take your money and dont ship. They pretend they are a company from ********** when they charge your card but they are in *****. You pay for air shipping and nothing arrives. I bought something about 3 weeks ago still nothing. SHUT DOWN this big scam called YOUTOOz. If I dont get my refund which they dont want to send I will continue to report to every single agency and perhaps go to the media because this is absurd! Do not buy from this scam. Its a big fraud.Review from Anthony M
1 star08/12/2024
I purchased a Family ***************************** Youtooz on Amazon, and once it arrived I was disappointed to find that it looked nothing like the product photos. The toy's arms are the correct color (a light skin tone that matches ***************************** actual design/Youtooz's marketing photos for the product), but the face is a much darker shade of tan. The two different skin colors makes this $30 toy looks incredibly stupid and cheap. I was clearly either the victim of false advertising, or I received a production error (though I later noticed a couple other Amazon reviewers with the same problem) - either way, Youtooz sold me a defective product. Because I had to fully open the packaging to see the toy, and because this was obviously an issue on their end, I decided to email Youtooz to complain/find a resolution.Youtooz was very unhelpful - they just told me to have Amazon deal with their mistake. While the item was purchased on Amazon, the Amazon product listing shows that it's being "sold by" Youtooz themselves, which I know gives this company the power to handle order issues on their end (I know this based on a few issues I've had with other Amazon purchases). Despite this, they misled me by stating "we list the items on the storefront but Amazon themselves handle the stock, fulfillment and issues with ********************** This is the case for all *************** on Amazon." Again, this is a blatant lie. When an Amazon item is "sold by" a company, that company DOES have the ability to handle issues with that order. Additionally, when I go to my Amazon order and click "get help with this item", Amazon prompts me to message Youtooz directly.Youtooz never apologized for the issue (I did get a "sorry to hear that" though!), they never took responsibility for the production error and/or false advertising, and they completely dismissed me. Thankfully Amazon offered me a one-time returnless refund, but this company clearly does not stand by their expensive figurines.
Youtooz Response
08/13/2024
Hey *******,
I hope you are doing great! I am sorry to hear you got a defective figure from your order through Amazon :(
We absolutely do stand behind our products and we reject any claims otherwise! It is not uncommon to be redirected to where you purchased something from to get a solution. With how our Amazon storefront operates, we did provide you with honest and accurate information. We have a team at ****** that handles shipments, returns and issues through their customer service portal, as you experienced by getting a refund through them in the end.
This is done to ensure that both parties, ourselves and Amazon, aren't actioning a solution at the same time, as we do not have access to the conversations you have with Amazon support. We would not be able to discern easily if you had already been refunded for the order. Which in that case, we may not be inclined to send a replacement if a full refund has already been actioned.
Again, we do apologize that you felt mislead here. At no point did we offer misleading information to you. We provided you with an honest and true update about how our Amazon storefront operates. Which may be different than you assumed. We can not speak for every company that sells through Amazon, so I do apologize as that anecdote was not needed in our emails. As you can understand, it is impossible to know how everything is run through Amazon and their retailers like us, who sell through them, so we appreciate your understanding.
I am glad to hear a resolution of a refund has been actioned in the end!
Thank you!
Review from Julian B
1 star08/06/2024
Ordered a mug the ship month came and went and no news. I had to reach out just for them to say oh yea sorry it will be shipped later check out the website for the day. No sorry we didn't reach out no yea it will be here by this date. Just another empty promise. The only thing they do fast and effective is take your money and make promises.Youtooz Response
08/09/2024
Hi ******! We're so sorry that you didn't receive your mug!To explain, the shipping times we initially provide are estimates which are set these with the belief that manufacturing, quality checking, packaging and shipping from our manufacturer to our distribution warehouse is complete.While our timeframes are often accurate, sadly a delay in any of these processes can push out when the products will ship. We do however make sure to keep our website updated with any changes.Unfortunately, we have had a few setbacks with this product. Please understand that any updates and timeframes we provide to you are based on the information we receive.We can see that you requested a refund for your order due to this delay and processed this for you.Please let us know if there's anything else we can help out with by contacting **********************************Review from Bill G
1 star07/02/2024
Took over 4 months to receive. when the ship date would come up I would simply receive an E-Mail stating that it had been changed. This happened 3 times. Just not impressed with the shipping. When it finally shipped it left port from ********, *****.Youtooz Response
07/03/2024
Hey ****,
I am sorry for the delay with your Appa Weighted plush here. This plush is very popular for us and required that we make more to fulfill the amount of orders we received. Which subsequently had the shipping timelines pushed back, so that no part of the production and inspection processes were rushed. Which we hope you can appreciate, as we take product quality very seriously!
We do ship from ***** for most all of our orders that is correct, it is also explained here - ********************************************************
Thank you!
Review from Cory E
1 star06/02/2024
The company Youtooz uses to ship(Boxc) is such a scam. Pay twice the amount of air express mail at 8 USD (rounded up for ease of example), While air express from ***** is 4.65 USD for the same weight. This is outrageous for a plushie. Honestly wouldn't buy from them again. Scam company using another scam company to ship.Youtooz Response
06/03/2024
Hi ****, thank you for your feedback here.When discussing shipping, it is important to understand that there are many factors that determine the costs that are charged.This not only includes the destination but also the products dimensions, weight and our prior agreements with the shipping company.This would likely lead to you seeing a very different cost structure that what we deal with as a business.I hope this clears things up.If you have any further questions, please do not hesitate to contact us at [email protected]Review from Debbie C
1 star05/17/2024
Pre-ordered the The Wendigoon Mug on 12/2/23 with an estimated shipping date between 3/2/24 to 4/20/24. As of today, 5/16/24 I still have not received my order. After a few email exchanges inquiring about the status of my order, the company refunded $5 shipping cost, provided one excuse after another, and new shipping dates which passed without my order shipping. I believe my order will never ship and will need to cancel my order. Wish I had check the BBB before placing any order as this appears to be an ongoing issue with Youtooz on many of their products. Company did say I could cancel the order for a full refund, and I am considering it, but my child really wants the mug. Other companies charge once your order ships, not Youtooz - they charge your credit card immediately and leave you hoping and praying you actually receive the order. Only way to contact them is through email and again fingers crossed they reply. I would give negative stars if I could.Youtooz Response
05/18/2024
Hey,
I am sorry for the delay faced with your Wendigoon mug here. Your order will absolutely ship, sometimes delays can occur as we await product into our warehouse, or wait for our thorough inspections to be completed.
Our Support team do their best to provide the updates that they have to you, sometimes for our hand made and hand painted items like our mugs, inspections can take a bit longer.
I see we have an email thread going with you through our ********************************** email, and you have gotten a response to each email you have sent! So please ensure you check your inbox for our updates.
If you are unhappy to continue waiting, we are more than happy to cancel and refund your order in full at anytime before an order ships. Once it does ship though, it becomes final sale and no refund will be offered while it is in transit. this is noted here - ********************************************
Thank you!
Review from Light S
1 star05/08/2024
These figures are so fragile it's f****** insane. My YouTooz fell and its head and arm came right off. Never ever buying again. F*** this company.Youtooz Response
05/09/2024
Hi! We're so sorry to hear that your figure was damaged!Our products are collectors items and while designed to be removed and displayed, may not withstand the force of a fall.Please reach out to us at ********************************** with your order details and we can see how we can help out!ThanksReview from Kim S
1 star05/02/2024
If a negative review could be given--it would be negative 5 stars! Placed an order in Dec 2023, checked on status of order and ship date, received this response: "Shipping is temporarily paused for the Chinese New Year holidays. We expect shipping to resume from Feb 26th!" Still nothing as of April 2024, emailed again and indicating I wanted a refund if not shipped by end of April, received this response: "These plushies are currently shipping out in waves and your order is expected to be shipped by the end of the shipping window - April 30. Once your order is ready to go, well send you a shipping confirmation email along with tracking info" So the site is very misleading, indicates "***** business days shipping times." As the buyer of a plushie I assumed shipping time meant from time of purchase--not so! And that was not evident on their site. Requested a refund, what was refunded was $7.00 on a $29.99 order! Buyer beware! Unless you want to wait a very loooonnnngggg time for an item--don't order from this company.Youtooz Response
05/05/2024
Hi ***,We're very sorry that you have not received your plush yet!Initially we had seen shipping delays and port closures due to Chinese New Year which we advised you of.Then once your order was shipped we provided you with the approproate tracking along with a link to our shipping policy page which shows that the general delivery time for order to the ** is 20 - 30 business days once departing ***************************************************************************** This information is also clear and available to all of our customers before purchase.Regarding the refund for your order, we are unable to refund your product in full as it is still currently en route and will be delivered. Due to this we refunded the shipping costs you paid as an apology for the extra wait you experienced here.Please feel free to reach out to us at ********************************** if you require further help.Thank youReview from Bridget A
5 stars02/21/2024
Yes. It took forever. BUT customer service was great and kept me updated when I contacted them. When the plushie arrived, it was fantastic quality, true to size, and absolutely worth the wait. 10/10 Would purchase from them again with the knowledge that, even though it took over three months to recieve my product, what I will recieve will be worth it.Youtooz Response
02/22/2024
Hi *******!We're so glad our team could help out here and make sure you were kept up to date! We hope you love your Youtooz!Thanks so much for your feedback here!
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