ZenMarket

Dear Максим, Thank you for your review and for being a long-term user of ZenMarket. We sincerely apologize that you feel our service quality has declined. We assure you that we do not deliberately inflate the weight of items. Regarding our service fee, we understand that the increase to 800 JPY is unwelcome news for our customers. This adjustment was necessary to cope with rising operational costs so that we can continue maintaining and improving our services globally. We take your feedback regarding packaging security very seriously and will pass this on to our warehouse team to ensure your future packages are handled with the care you expect. Sincerely, The ZenMarket Team

Thank you very much for your review. We appreciate your support and look forward to helping you with your future purchases. Sincerely, The ZenMarket Team

Thank you very much for your feedback. We’re so happy to hear that your order arrived ahead of schedule and that our customer support team has been helpful. We also really appreciate your constructive notes regarding the ZenPoints system and product searches. Feedback like this helps us look for ways to make our platform more user-friendly. Thank you for recommending ZenMarket as a good option, and we look forward to assisting you again! Sincerely, The ZenMarket Team

Thank you very much for your kind review. We’re glad to hear that your experience was easy and that your package arrived safely and nicely packed. We look forward to welcoming you back for your next order soon! Sincerely, The ZenMarket Team

Dear Enoteca Tre Bicchieri, Thank you for your feedback. We are sorry to hear that you are unhappy with our shipping policies. We would like to clarify that ZenMarket does not profit from international shipping costs. The rates displayed are set directly by the global courier services (such as DHL, FedEx, EMS, etc.) based on the actual weight and dimensions of the package. We always aim to provide multiple carrier options so our customers can choose the method that best fits their budget and timeline. If you have any specific questions about your shipping quote, please feel free to reach out to our support team through your account messages. Sincerely, The ZenMarket Team

Thank you very much for your review! Thank you for your support, and we look forward to your next shopping trip with us. Sincerely, The ZenMarket Team

Thank you so much for sharing your experience! We completely understand that ordering a rare, limited-edition item from overseas can bring some nerves, so we are happy to hear that our fast purchasing and clear communication gave you peace of mind. Thank you for your recommendation and trust in our service. We look forward to welcoming you back for many more stress-free orders! Sincerely, The ZenMarket Team

Dear Lim James, Thank you very much for taking the time to provide detailed and thorough feedback regarding your experience. We see that you have also shared this information with us directly, and we want to assure you that our Customer Service team is currently reviewing your message in the message tab to address your concerns personally. As a regular supporter of ZenMarket, your experience matters greatly to us. While we always aim to follow consistent packing safety standards, we hear your feedback regarding the need for better flexibility, transparency, and communication when unique situations arise. Constructive insights like yours are incredibly valuable as we continuously work to refine our internal policies and improve our service approach. We appreciate your patience while our team reviews the details of your exchange and gets back to you shortly. Sincerely, The ZenMarket Team

Thank you for taking the time to leave us a review. We're so glad to hear that you were satisfied with our fast delivery and that your package arrived safely. We hope to assist you again soon! Sincerely, The ZenMarket Team

Dear Jimmy, Thank you for sharing your review. We are sorry to hear that you found our process slow. As a proxy shopping service, coordinating purchases between individual Japanese stores and domestic delivery lines can sometimes add steps to the buying process, but we are constantly working to make our platform faster and more intuitive. We apologize that we did not meet your expectations this time, and we appreciate your feedback as it helps us identify areas where we need to improve. Sincerely, The ZenMarket Team

Thank you for sharing your experience with us. We look forward to assisting you whenever you're ready for your next order! Sincerely, The ZenMarket Team

Thank you very much for your review. We’re glad to hear that your order arrived on time, well-packaged, and that you found our customer service prompt and efficient. We also appreciate your feedback regarding the visibility of shipping costs prior to ordering; we are always looking for ways to make our platform more transparent, and suggestions like yours help us improve. Thank you for choosing ZenMarket, and we hope to make your next experience even better! Sincerely, The ZenMarket Team

Thank you for your review. We appreciate your support. Looking forward to assist you again! Sincerely, The ZenMarket Team

Dear Sol, Thank you for your detailed review. We are truly sorry for the frustration and confusion you experienced during your first time using our service. We understand that our buying process can feel heavy compared to standard e-commerce sites. Because ZenMarket acts as a proxy shopping service, our team must manually check and purchase the item from the Japanese seller after funds are added, which adds extra steps to the checkout system. We also apologize for the misunderstanding regarding shipping timelines and costs. Items purchased through our site must first ship domestically to our warehouse in Japan before international shipping can be calculated and paid for. We try to provide delivery estimates on our site, but these timelines only apply after the parcel has left our Japanese warehouse. We are truly sorry that this timeline did not align with your expectations, and we will work on making these distinctions much clearer for users on our platform. Sincerely, The ZenMarket Team

Dear Kuma, Thank you for your review. We are very sorry for the confusion and frustration regarding the 3,500 JPY charge on your shipping screen. We would like to clarify that this charge is a standard customs brokerage fee required by FedEx and FedEx LowCost for processing international shipments through customs. We always aim for complete transparency, which is why this fixed carrier fee is displayed and included in the total on the final payment confirmation screen before you complete your shipment. We understand how frustrating it can be to encounter unexpected costs at checkout if you aren't familiar with a carrier's specific handling policies. Your feedback is highly valuable to us, and we will look into ways to make these carrier-specific brokerage fees even more prominently explained on our information pages. If you have any further questions about your invoice, please do not hesitate to contact our customer support team through your account. Sincerely, The ZenMarket Team

Dear Julien, Thank you very much for your kind review and for your continued support. We’re delighted to hear that you have used ZenMarket many times and continue to find our service safe and professional. Long-term customers like you mean a great deal to us. We truly appreciate your trust and look forward to assisting you again in the future. Sincerely, The ZenMarket Team

Dear Khalid, Thank you for your feedback. We’re sorry to hear that you found the process slow and complicated. We understand that speed and simplicity are important, and we know that our service may feel different from a traditional online store due to the additional steps involved in purchasing, receiving, and shipping items internationally. Your comments are appreciated and will be shared with our team as we continue working to improve both our processing times and overall user experience. Sincerely, The ZenMarket Team

Dear Flying Pikachu, Thank you very much for your continued support and for sharing your third review with us. We’re delighted to hear that you had another positive experience and that your items arrived safely despite the wear to the outer box during transit. It’s great to know that the packaging helped protect the contents and that you enjoyed the Box Head origami sheet as well. We truly appreciate your trust in ZenMarket and look forward to assisting you with many more purchases in the future. Sincerely, The ZenMarket Team

Dear moshicko elimeleh, Thank you very much for your detailed and thoughtful review. We’re delighted to hear that you’ve had a positive experience with ZenMarket and that you found the website easy to use, the ordering process clear, and our customer support team helpful throughout your purchases. Providing transparent communication and regular updates is something we work hard to maintain. We truly appreciate your trust in our service and are glad that your experience has been smooth from start to finish. We look forward to assisting you again with your future purchases. Sincerely, The ZenMarket Team

Dear Glen, Thank you very much for your kind review. We’re delighted to hear that your first experience with ZenMarket was a positive one and that the transaction was completed smoothly and efficiently. It’s especially rewarding to know that our service helped you access an item from Japan while saving you the time, expense, and challenges that international travel can involve. We truly appreciate your trust in ZenMarket and are grateful for your support. We look forward to assisting you again in the future. Sincerely, The ZenMarket Team