I wanted so desperately to have a good shopping experience with Play-Asia, but as my experience detailed below explains, I do not trust them enough to attempt to do business with them again…
[NB: Please see the update at the end of this post for the response from Play-Asia]
Play-Asia
Back in January, I ordered the Valkyria Chronicles Development Artworks via Play-Asia. I made the order just a week after the artworks were released, however Play-Asia were out of stock. I understand that these things happen, and was prepared to wait a little while, thinking that because it only just came out, that it would be restocked relatively quickly.
For the next 6 weeks, I enquired about when it would be restock, in response, I received what I now know is a stock-standard response to availability enquiries:
“I am very sorry for the delay in shipping your order. There is a sudden delay in restocking…
… We will try to get the stock and ship your order as soon as possible …. we kindly request for your patience.”
At the end of the 6 week wait, I felt that I had waited too long. There were other bookshops that had the book in stock, and as I was still receiving the standard response, asking to be patient, I requested a refund. At the same time, as a precaution, I opened a PayPal dispute, just to ensure that the refund would be paid.
For the next 2 weeks, with an open dispute, Play-Asia would/could not be bothered to refund the money. At one point, I received the following:
I am sorry that we cannot refund if there is an active dispute. You may either get back the money through PayPal or cancel the dispute and let us to refund you.
This is in direct contradiction to the PayPal resolution centre, which states “The seller can use these funds to issue a refund anytime during the dispute by using the Refund link in the Transaction Details page.” Why would I close the dispute, which indicates to PayPal that it has been resolved, before I had received my refund?
I eventually escalated the claim, which resulted in me receiving my refund. PayPal had contacted Play-Asia for more information, but because they failed to respond after 10 business days, the funds defaulted to me.
I so wanted to have a good experience with Play-Asia, there are so few english/international orientated online stores offering products from Japan. Yet, it seems to be a poorly run business, with reviews indicating that others have been through similar experiences.
I know some have had good experiences with Play-Asia, but I would not recommend shopping through them to anyone.
Update – 26/3/2010:
Since posting this story (as well as a scathing review on the Play-Asia review service) I have recieved the following response from Play-Asia (sections are a direct copy-paste from the email):
First of all I sincerely apologize for all the trouble we have caused you and I am very sad and concern about your unsatisfaction…
…we actually have a big misunderstanding between our customer service department and the accounting department…
…The reason we ask you to cancel the dispute is because our accounting staff had told our customer service department that this is a partial order…
…So which means in order to refund that order ‘so called partial order’ which is not, we needed you to cancel the dispute then we can process the partial refund. But from the very beginning your order was not a partial refund…
…I hope you will accept our explanation and my sincerely apology for this incident and will consider giving us an other chance and experience the true enjoyable shopping with us…
With this, I was also supplied $15 store credit as a peace offering. Whilst this is a better resolution than I was expecting, I’m not sure if it’s enough to give Play-Asia a second chance as it really shouldn’t have come to this in the first place.
It’s up to you whether your willing to do business with them.