Shinzobrand Avis 12

Réponse : Shinzobrand

18 mars 2026

Hi Yoshi,
I’m genuinely sorry for the frustration this situation has caused and for the time it has taken to reach a resolution. I understand how disappointing it is to feel left in the dark, and I acknowledge that our communication fell short of the standard we aim to provide.
To clarify, there was never any intention to mislead. The refund delay was linked to a payment‑provider issue on our side, which limited our ability to process refunds in the usual way during that period. We should have communicated this more clearly and consistently, and I accept that this contributed to confusion and frustration.
We take concerns around transparency and customer trust very seriously, and I’m sorry that this experience led you to feel otherwise. I’d like the opportunity to review your case again and ensure it’s resolved properly.
If you’re willing, please contact us directly at customersupport@shinzobrand.com with your order number so I can personally look into this and follow up with you.
Thank you for taking the time to share your feedback — it helps us improve.
Kindest regards,
Louis
Shinzo

Réponse : Shinzobrand

18 mars 2026

Hey Holly,

Thank you for taking the time to leave such a detailed review. We’re genuinely sorry for the delays and the frustration you experienced during this period — particularly around shipping expectations and the lack of clear, order‑specific updates.
During our Black Friday period, some items were unfortunately oversold due to warehouse stock discrepancies, which led to backorders and longer‑than‑expected fulfilment times for a small number of customers. While we did communicate general updates, we acknowledge that these were not always specific or timely enough, and that created understandable concern given the value of the order.
You’re absolutely right that the experience involved inconsistent timelines and required follow‑up on your end, and we regret that. While we’re glad the refund was ultimately processed, we recognise that it should not have taken persistent chasing to reach that outcome.
Since then, we’ve made changes to improve stock visibility, fulfilment coordination, and customer communication so that expectations are clearer and issues like this are handled more proactively.
We appreciate you sharing your experience so others can make informed decisions, and we take this feedback seriously as part of improving how we operate.

Kindest regards,
Louis
Shinzo Brand

Réponse : Shinzobrand

18 mars 2026

Hey Rhys,
Thank you so much for taking the time to leave this review — we really appreciate it.
We’re glad to hear your first jacket arrived quickly and that our team was able to clarify the situation with your second order once you reached out. You’re absolutely right that during periods like Black Friday, wait times can stretch, especially as a smaller team, but feedback like this reassures us that clear communication makes a real difference.
Thanks again for your patience and for sharing your experience. We truly appreciate your support.
Kind regards,
Louis
Shinzo Brand

Réponse : Shinzobrand

18 mars 2026

Hey Joshua,

We’re sorry to read this and understand how upsetting this situation has been. A lack of timely updates and delayed communication — particularly when a refund is expected — is frustrating, and we acknowledge that this experience fell short of what customers should expect from us.
Some orders placed in December were affected by fulfilment and communication delays, and while those issues have since been resolved and brought up to date, we recognise that the impact on customers at the time was significant. We should have handled communication more clearly and consistently.
We want to be transparent for anyone reading this: Shinzo Brand is a legitimate business, and we do not intentionally withhold products or refunds. Payment disputes and refunds are processed through the original payment provider, and in some cases this can add additional time once a case is opened. That said, we understand why you chose to escalate the matter.
We’ve taken concrete steps since this period to improve order tracking visibility, response times, and internal processes to ensure situations like this don’t repeat.
If we aren't already doing so we would like to review your case directly, please contact us at customersupport@shinzobrand.com with your order number so we can look into it properly.
Thank you for sharing your feedback — it’s been taken seriously.

Kindest Regards,
Shinzo Team

Réponse : Shinzobrand

18 mars 2026

We’re sorry to hear about your experience and understand why the lack of updates and the delayed tracking notification caused frustration. There were genuine fulfilment and communication issues affecting some December orders, and we acknowledge that this led to confusion and disappointment for affected customers.
That said, we want to be clear for transparency: Shinzo Brand is not a scam, and all December orders have since been fully processed and fulfilled. The issues experienced during that period were the result of operational delays, not intentional misconduct or disregard for customers.
We’ve taken concrete steps since then to improve warehouse coordination, order updates, and response times so situations like this don’t happen again. While that doesn’t change the frustration you experienced, it is something we’ve learned from and addressed.
If you’d like us to review your specific order or assist further, please contact us directly at customersupport@shinzobrand.com with your order number so we can look into it properly.
Thank you for sharing your feedback — it’s been taken seriously.

Kindest Regards,
Shinzo Team

Réponse : Shinzobrand

18 mars 2026

Hi Matthew,

We’re sorry to read this and understand why the lack of updates at the time was frustrating. There were delays affecting some December orders, and we acknowledge that our communication during that period did not meet expectations.
However, we want to be clear for transparency: all December fulfilment has since been fully cleared and brought up to date. Shinzo Brand is a legitimate business, and we do not operate scams. The issues referenced here were the result of operational delays during a high‑volume period, not intentional misconduct.
We’ve taken clear steps since then to improve fulfilment reliability and customer communication, including tighter warehouse coordination and updated support processes to prevent this from happening again.
Regarding social media, comments and direct messages were temporarily limited during that period to manage spam and impersonation attempts, not to avoid customers. Our official and only domain is shinzobrand.com, and customer support is handled exclusively via email.
If you’d like us to review your order or provide an update, please contact us directly at customersupport@shinzobrand.com with your order number so we can assist properly.
We appreciate feedback — especially when it highlights areas where we needed to improve — and we’ve taken those lessons seriously.

Kindest Regards,
Shinzo Team

Réponse : Shinzobrand

18 mars 2026

Hey Moreno,

Thank you for sharing your experience. I’m genuinely sorry for how confusing and frustrating this situation has been, particularly around the timing of communication and the mixed messages you received.
During this period, some December orders were affected by delays, and in a small number of cases customers were advised of cancellation or refund options while fulfilment was still being finalised. We recognise that this lack of clarity — followed by a late tracking update — is not acceptable and understandably caused frustration.
We want to be clear that Shinzo Brand is a legitimate business, and we do not intentionally withhold communication or mislead customers. That said, we acknowledge that our response times and internal coordination did not meet expectations here, and we are actively improving how these situations are handled to avoid repeats.

We appreciate you taking the time to leave feedback — it helps us improve where we need to.
Kind regards,
Louis
Shinzo Brand

Réponse : Shinzobrand

18 mars 2026

Hi Cedric,

Thank you for taking the time to share your feedback. I’m genuinely sorry for the lack of clear communication around your order and for the frustration this caused. When expectations are set around shipping timeframes, it’s our responsibility to either meet them or communicate promptly when circumstances change — and we didn’t handle that well here.
During this period, a number of orders placed in December were affected by fulfilment delays, and while updates were being worked through internally, some customers unfortunately experienced gaps in communication. That’s something we’ve since addressed by improving how and when order updates are sent, as well as how quickly support enquiries are escalated.
We want to be clear that Shinzo Brand is a legitimate business, and we do not operate scams. However, we understand how a lack of updates or missed timelines can understandably lead to that perception, and we take that concern seriously.
If you’re willing, please reach out to us directly at customersupport@shinzobrand.com with your order number so we can review your case properly and answer any concerns you have.
We appreciate your feedback — it helps us identify where we need to do better.
Kind regards,
Louis
Shinzo Brand

Réponse : Shinzobrand

18 mars 2026

Hey Miguel,

Thank you for sharing your experience — I’m genuinely sorry for the lack of updates and the frustration this caused. When an order doesn’t move as expected, clear communication is essential, and we didn’t deliver that well enough here.
There were fulfilment delays during this period that affected a small number of orders, but that doesn’t excuse the absence of timely responses or the feeling of broken promises. I understand why that would lead to disappointment and distrust, and I take that feedback seriously.
We’re actively improving how we communicate order updates and how quickly enquiries are handled, particularly during peak or disrupted periods.
If you’re still open to it, please reach out to us directly at customersupport@shinzobrand.com with your order number. We’d like the opportunity to review your case properly and work toward a resolution.
Thank you for taking the time to leave feedback — it helps us identify where we need to improve.
Kind regards,
Louis
Shinzo Brand

Réponse : Shinzobrand

18 mars 2026

Hey Nicolas,

We’re genuinely sorry to read this and to hear how frustrated you feel. We want to be very clear that we do not condone poor communication, and we acknowledge that delays in responses during peak periods have caused frustration for some customers — for that, we apologise.
However, we also need to clarify an important point for transparency. There are impersonating websites and social media accounts operating that are not affiliated with Shinzo Brand. Our only official website is:
👉 https://shinzobrand.com
Orders, emails, and messages sent outside of this domain or from unofficial accounts are not managed by our team, and unfortunately this has caused confusion for some customers.
We do not ignore customers intentionally, and we do not operate scams. When issues arise, we aim to resolve them directly and fairly, but these matters must be handled privately so we can verify order details and protect customer information.
If you believe you placed an order with Shinzo Brand, please contact us directly at customersupport@shinzobrand.com with your order number and the email used at checkout, and we’ll review this with priority.
We take feedback seriously and are actively improving response times and communication processes.
Kindest regards,
Louis
Shinzo Brand