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@Takoyaki: I feel you, man... hope you're still going to receive that SAL shipment.

Yes, the introduction of their new "plan system"... I mentioned that in my above post and you can basically circumvent it by issuing this service fee on at least one of the items you plan on consolidating. On the other hand, they can't be blamed for people not following their TOS.

That being said Buyee has two major problems: 1. Their communication policy sucks and (partly the reason for that) 2. they grew too fast without implementing and fail-checking proper process management.

Buyee is not what many consider "a Japanese company" in terms of service quality, instead it's just another company in Japan with ties to tenso株式会社 and established as a letterbox company (Tenso UK Ltd.), employing mainly non-Japanese service staff. I'd be surprised if they actually had office space apart from their warehouse and have reason to believe that customer support relies solely on outsourced services.