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Business Profile

Online Retailer

Sanrio, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/23/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My package was never delivered despite being marked as such. I contacted customer service and was told to had to file a claim with *** I did and the package was marked as a Loss Case this gives sanrio financial compensation for the last package I have been waiting a week for a response about a replacement package or refund and they refuse to address it while telling me to wait. I did their job for them filing the claim. At this point they've stolen my money and ruined christmas as this package had the only gifts I ordered which I told customer service and It's like talking to bots. I have collected sanrio all my life but this really ruins it all. Just another company.

  • Initial Complaint

    Date:11/21/2024

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The earring snapped in half trying to open the latch. These are not sterling silver. The company is fraudulently claiming they are sterling silver. They are not. The amount entered for refund includes shipping. They are unwilling to send return label. They want a picture in order to research a solution. I just want my money refunded.

  • Initial Complaint

    Date:10/29/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased two 14 karat gold and diamond ***** ***** rings, which broke - both of them. I returned the rings but did not receive any refund and my emails go unanswered. They confirmed they did receive the rings back. Below is one order number.

  • Initial Complaint

    Date:10/15/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On December 2023 I purchased 2 gold and diamond Hello Kitty rings. They are still being sold on their website. I paid over $1300 for both. At that price point you expect the rings to last longer than few months , however the first one fell apart in 3 months, second lasted another 3 months. I sent both rings back, which they accepted but are refusing to refund my money, and only want to give me their site credit. I do not want their credit and i do not want to buy anything from them ever again .a gold and diamond jewelry should last longer than 3-6 months!!!

  • Initial Complaint

    Date:10/06/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order on September 15th through **************************, with full payment for priority delivery. This order was especially important as it was a birthday gift for my daughter. However, the package was mistakenly shipped from the **** to ChinaI'm in *********, so this makes no sense at all.Ive contacted Sanrio **************** six times in different ways, requesting help and an explanation as to why this happened, but I havent received any response. After doing some research online, I regret not checking reviews beforehand. Sanrio is a well-known global brand, so its really surprising to experience such poor service with their online ********* this point, Im not sure what to do next. Any advice or suggestions would be appreciated.

  • Initial Complaint

    Date:04/14/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered two polaroid for the order S52007823 on March 20th, 2023. I only received one when the package arrived and I immediately reach to Sanrio customer care through their official website by sending email. I also kept photos of the packaging when I received. And they did not reply until 2 weeks passed and replied me that they have shipped out 2 polaroid in the package. I only received one and I hope I can get refund/replacement as I already paid for it.

  • Initial Complaint

    Date:03/07/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On the January 26th, I created my first support ticket, informing Sanrio that I did not receive one of the items I ordered. 2 additional support tickets and 40 days later, today (March 7th), I still haven't gotten a response to any of my tickets.

  • Initial Complaint

    Date:12/02/2022

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Order number #S45810522 placed on November 26th for 132 dollars has still not had a shipping label made for it as well as not been dispatched. The website states 3 business days total for orders to be sent out. Why is mine taking longer? It unacceptable. I ordered this 1 whole month before Christmas. Now it is December 2nd and STILL NO UPDATE. If the order stays unfufilled by Monday I will be filing fraud with my bank account and getting every single ***** back at the 132 dollars Sanrio stole from me. It is not okay that a multibillion dollar company treats paying customers like an after thought. I NEED MY ORDER OR I NEED MY MONEY BACK. WHY DID I PAY 13 DOLLARS FOR 2 DAY SHIPPING AND ITS BEEN OVER A WHOLE WEEK? NOT ACCEPTABLE. GET A GRIP SANRIO.

  • Initial Complaint

    Date:07/14/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased Two backpacks from Sanrio and I only received one they are refusing to ship the other one or refund my money. I want A refund as I had to re-purchase the backpack it was a gift for a friend

Sanrio, Inc. is NOT a BBB Accredited Business.

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