Stay far away from Mirai Collectables
I normally do not make public complaints, but after more than a year of waiting and months of chasing customer support, I feel other collectors should know about my experience.
I placed a pre-order with Mirai Collectables and completed payment before the expected release dates. When the figures was cancelled by the studio, I wasn't informed. Instead, my order simply remained in the same state for months until I contacted support myself to ask what had happened.
I was then told that they needed to receive the studio's refund before they could refund me. That seemed reasonable, so I waited.
Months later, after repeatedly following up, I was finally told that their team would be instructed to process my refund. Since then, I have received nothing. No refund, no update, and in recent MONTHS not even a response to new queries or emails.
The complete lack of communication and having to chase every single update myself is astounding. As a paying customer, I should not have to repeatedly ask for information about money that is owed to me.
This is not an isolated case, and based on my experience I would strongly advise anyone placing long-term pre-orders to keep detailed records and be prepared to follow up regularly if a cancellation occurs, or just avoid the store all together.
If the company resolves this promptly, I will happily update this post to reflect that.
A similar issue happened with Fanatic Anime Store and they immediately issued my refund. No "waiting for the studio to refund first" fairy tales. I would recommend them as they have given the best customer service thus far.