UK Anime Distributor Anime Limited Discussion Thread

[SkwigglesWorth]

I’m curious if any others have had trouble reaching someone for order assistance. I’ve submitted two website tickets (the first going back almost a month now) and started two direct conversations with people listed as industry reps, yet total crickets. I think I’ve done more than what’s required on my end and I’m getting to the point where I’m considering involving my CC company, but I didn’t want to jump there because some of my fellow Discord members have advised I’ll be banned from AtA for doing that. I’d find it hard to believe they’re still processing tickets from 12/30, so is anyone else going through a similar experience? I like AtA and hope to continue supporting their business, but I would like some help now.

I think Teenoni mentioned they are on discord too, so could try requesting an order update/investigation there too.

Also note if the ticket was created on 30/12 they would have been out of the office till 8-12th (maybe even 13-14th), so I could still unfortuntaly see them still processing tickets, as they will still be required to do other things in the day, and i'm pretty sure they do get alot of tickets due to christmas period, postal delays, and just the very slow process of it all from order to dispatch, ect.

Also by the fact you put month first in your date I'm assuming your overseas/international (if i had to guess US), not that that should stop them from replying but there might be a differnt way they process international orders tickets (as in they give UK/local customers a higher pirority)
And it depends what the querey will be, as in whether or not it has even dispatched yet, or whether parcel has or hasn't arrived (say stuck in customs, a random sorting facility), partial cancel of order, refund, damaged item, ect. and whether it is essentailly answered in the FAQ(frequently answered questions) (not that they shouldn't respond but they may lower the priority of messages that are answered in there FAQ)
Again may differ how they do things. I can see them get alot of one liner tickets consisting of wheres my order (when it hasn't dispatched yet cause it has a pre-order or stock wasn't there). They do kinda need a disclaimer saying items may not arrive before christmas or dispatch may take 1-2 weeks for instock items due to distribution center being extremely busy.

There is also there FAQ and that has mention of for cancelling you can email at shop.uk@alltheanime.com, which if your getting nothing from them you could probably use and just mention everything like order number, problem and probably worth mention the ticket number (if they have ticket number, its a while since ive used there contact form).

I do remember quite a few years back I got slotted into the spam filter, but i think i used either a differnt email or a differnt contact methord and eventually got un-spam filtered.

Also if it has dispatched there is usally a tracking number (in your Account / orders page) that you can find and get updates on that way (not sure how good the tracking is for international though assuming you fall into that catagory), but if its been stuck somewhere for far too long then probably worth mentioning to them to get a faster update.

 

[sniper_samurai]

Tbh they should have an auto response set up like they used to to at least acknowledge that they've received your query.

Going on 2 weeks without communication about my missing Re:Zero CEs.

 

[Odius]

I think Teenoni mentioned they are on discord too, so could try requesting an order update/investigation there too.

Also note if the ticket was created on 30/12 they would have been out of the office till 8-12th (maybe even 13-14th), so I could still unfortuntaly see them still processing tickets, as they will still be required to do other things in the day, and i'm pretty sure they do get alot of tickets due to christmas period, postal delays, and just the very slow process of it all from order to dispatch, ect.

Also by the fact you put month first in your date I'm assuming your overseas/international (if i had to guess US), not that that should stop them from replying but there might be a differnt way they process international orders tickets (as in they give UK/local customers a higher pirority)
And it depends what the querey will be, as in whether or not it has even dispatched yet, or whether parcel has or hasn't arrived (say stuck in customs, a random sorting facility), partial cancel of order, refund, damaged item, ect. and whether it is essentailly answered in the FAQ(frequently answered questions) (not that they shouldn't respond but they may lower the priority of messages that are answered in there FAQ)
Again may differ how they do things. I can see them get alot of one liner tickets consisting of wheres my order (when it hasn't dispatched yet cause it has a pre-order or stock wasn't there). They do kinda need a disclaimer saying items may not arrive before christmas or dispatch may take 1-2 weeks for instock items due to distribution center being extremely busy.

There is also there FAQ and that has mention of for cancelling you can email at shop.uk@alltheanime.com, which if your getting nothing from them you could probably use and just mention everything like order number, problem and probably worth mention the ticket number (if they have ticket number, its a while since ive used there contact form).

I do remember quite a few years back I got slotted into the spam filter, but i think i used either a differnt email or a differnt contact methord and eventually got un-spam filtered.

Also if it has dispatched there is usally a tracking number (in your Account / orders page) that you can find and get updates on that way (not sure how good the tracking is for international though assuming you fall into that catagory), but if its been stuck somewhere for far too long then probably worth mentioning to them to get a faster update.

I’ve had some trouble finding the right channel on Discord (not very proficient at using it) - appreciate any help with that. But my issue is they’ve sent me a wrong item. I clearly paid for something else than what they sent and I just want that fixed. I’m fine with waiting for a resolution just as long as I know someone is investigating. I’ve had no acknowledgment whatsoever, which just doesn’t make sense to me.

 

[SkwigglesWorth]

I’ve had some trouble finding the right channel on Discord (not very proficient at using it) - appreciate any help with that. But my issue is they’ve sent me a wrong item. I clearly paid for something else than what they sent and I just want that fixed. I’m fine with waiting for a resolution just as long as I know someone is investigating. I’ve had no acknowledgment whatsoever, which just doesn’t make sense to me.

For discord I assume it was just the discord for here/Anime News UK (so link at top of the page).
And the name I think Teenoni is just "Tee" in the "industry reps" section.

Barring that try the shop email mentioned in my previous post, maybe even try your 2nd email account and just mention your accounts email and something of not sure message are getting through.

But yeah AllTheAnime don't really have a great track record/way to acknowledge receipt other than if you actually get an email response, which obviously can have a quite a big time frame and with that time frame often just feel frustrated and like pot luck if your gonna be one of the few that gets something.

 

[Odius]

For discord I assume it was just the discord for here/Anime News UK (so link at top of the page).
And the name I think Teenoni is just "Tee" in the "industry reps" section.

Barring that try the shop email mentioned in my previous post, maybe even try your 2nd email account and just mention your accounts email and something of not sure message are getting through.

But yeah AllTheAnime don't really have a great track record/way to acknowledge receipt other than if you actually get an email response, which obviously can have a quite a big time frame and with that time frame often just feel frustrated and like pot luck if your gonna be one of the few that gets something.

Thank you for the info, very helpful. I did send an email and actually received an auto-response! So fingers crossed

 

[Kite]

Their customer services is seriously lacking these days. Certainly puts me off ordering anything more from them. Even at sales. Borderline cowboy company.

To wait 6 weeks for an order to ship with no notification at why it was delayed (complete radio silence when I sent a PM as suggested earlier).

 

[ussjtrunks]

So far I’ve had an order sent back due to incomplete customs returned to AL on Dec 10th which I still have not received and we at the end of January that’s borderline ridiculous considering it was around 100€

 

[Hanners]

I’m curious if any others have had trouble reaching someone for order assistance. I’ve submitted two website tickets (the first going back almost a month now) and started two direct conversations with people listed as industry reps, yet total crickets. I think I’ve done more than what’s required on my end and I’m getting to the point where I’m considering involving my CC company, but I didn’t want to jump there because some of my fellow Discord members have advised I’ll be banned from AtA for doing that. I’d find it hard to believe they’re still processing tickets from 12/30, so is anyone else going through a similar experience? I like AtA and hope to continue supporting their business, but I would like some help now.

From what I can see on our system the issue you got in touch about was resolved a couple of weeks ago and a replacement was shipped out for the item you had an issue with? Do drop me a message if you're still having issues though so I can take a look into it for you.

 

[Hanners]

So far I’ve had an order sent back due to incomplete customs returned to AL on Dec 10th which I still have not received and we at the end of January that’s borderline ridiculous considering it was around 100€

Unfortunately when items are shipped back as undeliverable, it's often very slow for them to arrive back - a batch of orders that Irish customs rejected in early December only arrived back with us on Friday for example. Our fulfilment centre is reprocessing and reshipping those orders as soon as they arrive back automatically, so they're being dealt with as soon as AnPost/Royal Mail get them back to us.

 

[Hanners]

Their customer services is seriously lacking these days. Certainly puts me off ordering anything more from them. Even at sales. Borderline cowboy company.

To wait 6 weeks for an order to ship with no notification at why it was delayed (complete radio silence when I sent a PM as suggested earlier).

According to our system this order had shipped, drop me another line if you're still having issues (unhelpfully Royal Mail tracking has been very unreliable of late so I can't see the full details on the shipment just now).

 

[Hanners]

Tbh they should have an auto response set up like they used to to at least acknowledge that they've received your query.

Going on 2 weeks without communication about my missing Re:Zero CEs.

We do have an automated response set up to acknowledge all queries - if you didn't receive one it may be worth resending your message, and if all else fails drop me a line on here.

 

[Hanners]

Yeah, you will.

They ignored me for over a month, so I raised a Paypal dispute. They ignored that for weeks, so I escalated it to a claim and got my money back.

AL have now deleted my account (they didn't even the courtesy - or guts - to tell me). I've spent thousands with them since 2015 and I was an Anime Unlimited Member (last renewed in October, so I won't even get the full year's benefits I paid for).

It's a shame our "relationship" has ended so badly all over £20-something. Absolute joke of a company!

Drop me a message about this - we certainly haven't deleted any accounts (nor are we able to, accounts can't be deleted when they have orders against them), so I suspect something automated has flagged your account due to the dispute, so I can look into that for you. Apologies for the issues there!

 

[Hanners]

putting the worst girl on Rent A Girlfriend YEAH I SAID IT!!

She is the main female character, like her or not.

Joking aside, artwork choices will always be subjective, and also dependant on the assets and materials we have available to make the best use of artwork we have in a coherent way.

In GATE's case specifically as it's a topic of discussion, given that this was previously available via MVM our suspicion was that most of the market for a full Collector's Edition has already been satisfied and that we couldn't do anything significantly different to offer up something "new", hence going with a Limited Edition model to provide the full series with some appealing packaging but also a more cost effective price, plus a Standard Edition for folks who don't want that.

 

[Otomo]

Fair point.
I got my Gate Collectors edition on DOTW. Imagine a lot would have.

 

[ussjtrunks]

Unfortunately when items are shipped back as undeliverable, it's often very slow for them to arrive back - a batch of orders that Irish customs rejected in early December only arrived back with us on Friday for example. Our fulfilment centre is reprocessing and reshipping those orders as soon as they arrive back automatically, so they're being dealt with as soon as AnPost/Royal Mail get them back to us.

Thanks for the reply amazed it takes that long hopefully they start arriving next few weeks.

 

[SkwigglesWorth]

Thanks for the reply amazed it takes that long hopefully they start arriving next few weeks.

I'm guessing its a bit like when I get stuff from royal mail and there is a fee to pay due to not enough or wrong size, they then ignore it for there 10-14 days before claims can be made and then delivery there fees note on the last day or the day after
And I assume other companies are similar once its left there immediate need to actually post something it get shoved in the we'll probably do it later pile.

 

[Odius]

From what I can see on our system the issue you got in touch about was resolved a couple of weeks ago and a replacement was shipped out for the item you had an issue with? Do drop me a message if you're still having issues though so I can take a look into it for you.

That’s great to hear, appreciate that update! I haven’t received any tracking info or notification - is that something you can PM me?

 

[sniper_samurai]

We do have an automated response set up to acknowledge all queries - if you didn't receive one it may be worth resending your message, and if all else fails drop me a line on here.

I've just sent an email about this and received an automated response for the query. The 2 times I've used the contact form on the website recently I have received no auto response so it may be an issue with the contact form.

 

[sniper_samurai]

Considering when GKids are releasing this I'd expect the AL version to be out some time in Summer.

https://twitter.com/x/status/1883952259756875893

There's a 4K set too.

https://twitter.com/x/status/1883956063294349633

 

[Lucky_Deity]

Considering when GKids are releasing this I'd expect the AL version to be out some time in Summer.

https://twitter.com/x/status/1883952259756875893

There's a 4K set too.

https://twitter.com/x/status/1883956063294349633

I wasn't expecting a 4K so that's a nice surprise. Is it safe to assume The Girl Who Leapt Through Time and Wolf Children will also be getting 4K's I wonder as all three movies were licensed at the same time.

And if AL / GKIDS will go back and give Mirai a 4K as well.

A shame that The Boy and the Beast is stuck with Studio Canal still as far as I know otherwise AL would have the complete Hosoda set (not including franchise movies, e.g. Digimon and One Piece though I can see AL picking up the Digimon movies based off of Discotek's recent release so that would be another Hosoda movie under their belt).