Doorzo Reviews 

I have used Doorzo for purchases and generally had no major issue with the service itself. Unfortunately, my experience with their customer service over a relatively simple refund issue was extremely frustrating.

TL;DR Doorzo refunded shipping fee, but in cash/points combination. Naturally I reach out to their customer ticket for explanation, but they repeatedly refused to explain how they calculated the cash/points split. My issue was never the refund amount itself, it was the lack of transparency behind the calculation.

So, during an order, Doorzo initially charged 2660yen for shipping fee. After the package was reweighed, the correct amount was 2229yen, resulting in a 431 yen difference.

The refund was ultimately split into 196yen + 242 Doorzo Points. Maybe because I used points in the process of paying, but my only question was: How does Doorzo calculate the cash/points proportion refund? Since the amount of money i paid is actually more than 431 yen, enough for a full refund.

So I reached out their customer ticket since they say if any question, just reach out. And the frustration begins.

Doorzo repeatedly told me that refunds are calculated proportionally according to the original payment composition. Naturally, I asked for the actual rule or numerical basis so I could understand how the split was determined.

But after 10+ rounds of communication, over 10+ days, Doorzo consistently responded with variations of:

“The calculation is automatically performed by the system.”

“We are unable to provide the exact calculation details.”

I then asked what happens if the automated calculation is incorrect. Again, instead of addressing the question, I was told that the calculation is automatic and they cannot access/review it.

I even provided a previous Doorzo order where Points had been used but shipping refund was returned entirely cash. Doorzo explained that the refund method had changed since that older order. Fine — but I still couldn't get an explanation of what the current calculation rule actually is.

Eventually, even after escalating the matter through email, they still refer me back to the ticket, and the response continued to avoid the specific questions and repeat essentially the same “automatic calculation” explanation.

To be clear, I am not claiming that Doorzo stole 431yen from me. They did refund the amount when cash + points are considered. The issue is transparency and customer service.

What frustrated me most was not that their system was automated. It was that “the system calculated it automatically” became their answer to virtually every question. Even when I asked for a basic calculation breakdown of my current order, they still ignore, as if they can't understand basic english.

I simply wanted to understand the rule governing my own refund and how I could calculate the same proportional split myself in the future.

Instead, after more than 30 exchanges, over the span of months and weeks, I now still don't know the rule.

For a company handling customers' money and points, I find this level of unwillingness or inability to explain or provide a basic calculation breakdown regarding my order, extremely disappointing.

If they can continuously being ignorant to resolve this small matter, will you trust them with possibly larger, more serious disputes in the future?

I had been inquiring since Mid July, and is September now, still no actual answer to my question. I reached out customer support, service email, all redirecting me back to the robotic customer ticket that only replies "sorry, blablabla system automatic calculated, thank you for patience and understand"

Leaving a one star review here as my final vent of my frustration.

Key takeaway: Everythings nice and good, until one day if you need their customer ticket help, good luck with your disputes.

Easy to use. Fast response customer service. Product as described.

Overall, this is an excellent platform. The coupon program offers the best prices for purchasing items in Japan, and the app is perfect, easy to use and very complete—the best proxy service on the market.

Very long shipping and high cost of customs and fee.
Furthermore, it's very difficult to get support. They respond in a standardized manner every time, a different person responds. There's no consistency, and they don't refund you when they experience a problem during shipping. They blame the destination country, which then blames the sending country, according to European regulations. Since I paid for shipping to the sending country, they should reimburse me for half of the destination country's fee. The problem is, this didn't happen. I paid €130 to get the package, plus shipping costs. All of this exceeds the product I ordered.

I think its great

Never once got disappointed with all my purchases from Doorzo. Their delivery service and packaging are top tier. I always get my items in peak condition. Thank you for the great experience😁!!

Received my first doorzo order,the packaging was quite great. Received the order under 20 days despite the international shipping, really fast and secure shipping. The condition of the item was great, would continue to use doorzo in future too

Instructions are clear and the delivery was well delivered in protection and without damages

Trusted Japanese shopping destinations..........

Expensive, lots of small fee, severely overcharge you shipping fee upfront

proxy fee may seem low but it does not include basic inspection. proxy + basic inspection is easily 600 yen. more advance inspection = more fee. photo, authentication = more fee. free consolidation? only up to 10 items, extra items = fee. want to use paypal = fee. Want some basic bubble wrap during packing for protection, starts at 100 yen and goes up depending on weight. remove item = fee. while other competitors offer many basic service for free.
they offer different shipping method but all the lower priced method they charge you 300 yen fee. Japan Post's small packet limit is 2kg, but they decided to set their own limit at 1.8kg (+300 yen fee). Their weight estimator add all packages you have, with original shipping boxes, plus an additional 300-500g. With their ridiculous weight estimator, it's almost impossible to use small packet

Also, they are the only proxy that would throw original seller's packages into a big box and ship. Even though I selected "remove seller's package", they still included all packaging, cardboard, extra packing materials from the seller. Then the added bubble wraps (extra fee) goes outside of the seller's packages

(They give incentive for leaving positive reviews in public)

edit: their processing time is also "not fast". consolidation took 3 business days, waiting to be shipped took another 3 business days. While other proxy service usually only take 1 day to consolidate and can be shipped on the same day.

I love using doorzo to get all kpop needs! They have everything and very user friendly.

I love this app! Help me a lot!

I’ve used this company a few times. Initially they had PayPal, then removed it and months later reinstated it.
I made an order and it was quick to arrive to their warehouse but it takes about 5 days to package and maybe about another 2 days to send. Shipping was fast and came in 4 days via Japan Post – AIR Packet. (Items were a 2 small bead kits and a bead loom). Shipping was ￥ 2520 yen (about $27 nzd I think). Weight about 536grams

My last order hasn’t been so good. I paid ￥6,104 (about $65 nzd) for five colouring books, squish toy, toy keychain and a postcard book to be sent by doorzo air. Total weight: about 1910 grams. I understand more weight, more cost.
Cheapest option there. I thought it would come fast, but the shipping is via some obscure company I’ve never heard of called ecmsglobal..? And it hasn’t moved since the 9th of August.
Total let down.
I won’t use them again. Process too slow and feeling kinda “off” with it

Edit: August 20 it’s in my country but being delivered through ARAMEX for whatever reason! I paid so much money for it to go through them? They are considered the budget of the budget and very bad reputation.

Very disappointed.

Delivery service. Service. How to order. Simple app to use. Not too complicated.

Honestly for a proxy shipping company its quick amazing, and quickly well delivered

the search and auto translation are pretty accurate and well integrated, but my only issues with it are the lack of customer service with questions compared to Chinese proxies and other Japanese ones. the shipping price is also extremely high for the slowest options, if you want a package in a timely manner expect to pay over 50 dollars minimum, they're also incredibly slow to update order status. that or the people shipping my order are too busy playing with their balls to send it to a post office. small orders tend to get shipped last but larger orders cost way more, if you get a 600 dollar scale figure haul for 30 dollars expect to pay the remaining 570 at shipping. over all the interface and paying portion are good, but everything else is severely unoptimal

Terrible service shipping calculator gives you a price and say its able to deliver. And when you purchase it says that shipping method is not possible and directs you to other shipping methods choosing 4 times as much. And service desk wknt even tell you if your item exceeds the limit and charges you to split the order without guarantee when have have all the information.

Package came safely and the items I ordered weren't damaged at all... Took a while, but that is expected..

The updates were timely and the item is authentic. Thanks!