tensocom 転送コム Anmeldelser 101

I regret ever using Tenso as a forwarding service. While I understand that Japan Post has suspended shipping to the US and that DHL is the only current option, Tenso claimed that DHL prohibits food items, which is simply not true according to DHL directly. This restriction was also never explicitly stated in their FAQs, yet they have no problem blaming DHL for their own policy.
I found another forwarding company that handles food items without issue, but Tenso refused to forward my packages to their Japanese address without additional address verification, despite me already providing two forms of ID with my US address. Their solution was either splitting my order and paying international shipping twice, or having my food items thrown away. If forwarding to another Japanese address wasn’t actually an option, why offer it?
The postcard verification process in 2026 is also absurd, especially when I’m not asking them to ship anything to me in the first place.
Had I known Tenso would be this difficult and tone deaf, I would never have used them. Do yourself a favor and use Blackship instead. Their customer service actually responds in a reasonable timeframe, communicates clearly, and doesn’t put you through hoops just to access your own packages.

I had a very bad experience with this service.

I purchased gift cards, which are perfectly legal products. After the package arrived at their warehouse, they suddenly informed me that the item could not be exported and that their solution would be to destroy the goods.

The problem is that gift cards are NOT listed anywhere in their prohibited items list. Their published restrictions mention explosives, gases, chemicals, weapons, cash, tickets, etc., but nothing about gaming gift cards or prepaid cards.

If a product category is forbidden, it should be clearly stated in the prohibited items list before customers use the service.

Very disappointing experience. I strongly recommend that future customers carefully consider this before using this forwarding service.

A package of the length of 123cm cannot be send… so they give the option to discard (crazy!) or send back to the sender.

Interesting: EMS allows sending packages of this size, also FedEx. So it is more a „we don’t want“ not a question of possibility.

So, bad service, bad product, at least for my usecases.

I have used multiple proxy and freight provider from all over the world. But unfortunately, Tenso service is the slowest. I gotta wait for nearly 1 week until my items are unpacked, consolidated and shipped out. Super slow comparing to other freight forwarders around the world. But IMO, Japanese shops really act slow in delivering goods. I wonder if this is really their culture? But I have been hearing that these Japanese are efficient, are they?

Tenso please speed up your processing time. We Dont have all the time in the world to wait for you.

If you ever have to order something with a serial code that is expiring SOON, look for another proxy.

By sheer miracle the preorder made it to the release day, but it took tenso a while to register the package... Which would be fine if they were okay working with me in advance, getting all the invoices beforehand, and taking the pictures as soon as the package was registered... But I was reminded of how robotic their service is. If it's not in the protocol, it's not happening, no matter how you ask.
Which is totally fine. But for any sort of urgency please look for a proxy elsewhere.

Honestly, them taking the pictures after the code expired when they knew it did felt like the final spit in the face. At least leave my order unopened if you know it's no longer needed?

Disgustingly high prices.
Takes days to answer a message.
They charged me nearly 9000 yen to ship a book to the United States. I was okay with it to get my item but they removed all of the original packaging and just tossed it in a plastic bag.
The item came in bashed to heck and water logged.

I almost never post reviews for businesses. The last positive review I ever left online was in 2020. And that should be a testament to how much I have appreciated Tenso's service.

I have had many items shipped from Rakuten to Tenso then to either Canada or Mexico from there. Throughout my ~4 months using the service, I have not had a single one of these packages get lost.

Additionally, the email support has been excellent. I almost always get a quick reply, and you can tell the support genuinely cares about resolving your issues when they inevitably come up.

The fees for shipping to the US can get expensive, which may be a no-go for some customers. But for Canada and Mexico, the rates have been cheaper than I anticipated!

received my package within 5 days...all the way to Belgium

asked them before if adult toys were allowed they said yes, turns out the only reasonable priced shipping option from japan doesnt allow it, nice of them to not tell you that beforehand, the other options were completely overpriced minimum $120 bucks to ship a box lol gtfo i sent the parcel back to sender to use a different service they charged me a "handling fee" not postage fee, to have some guy fiddle with my box 😂the worst part was the customer service Grace i swear this person is a bot not a single apology or "sorry for the inconvenience" yeah not good mate. bunch of animals you lot screwed me around and cost me money, i decided even if return shipping and using another service was more expensive (it was cheaper) im glad to not give my money to these dogs NEVER recommend these guys the only thing ill use you for is the shipping calculator, to see how overpriced your shipping is before i use another service 😂😂😂

I paid for DHL shipping to Tenso, but they shipped by EMS, EMS is AUD$20 different, i emailed Tenso to ask why they do this, I hope that Tenso will reply my email and they will refund me for AUD$20 and hope the parcel will not get lost, very dishonest company.

Poor customer service. Did not receive some of my items and hence emailed them to check. They sent me a list of things that I need to take picture of before they can check for me. After i sent what is needed and asked if there is a possibility that the staff at the warehouse has missed out some items, they just insist that they packed it correctly without providing evidence (eg. cctv footage/pictures) and ask me to deal with the merchant.

Moreover the shipping is very expensive as they charge using volumetric weight but literally half of the box is just bubblewraps. I paid about $160 for shipping + tax.

I purchased a beauty device from Amazon Japan Panasonic store plus to Tenso. The product wasn’t packaged for shipping. There was no protection paper or bubble wraps in the packaging box. The product box was open inside and devices and parts were scattered everywhere. They must have been bumping around in the box through the shipping process.

Good customer support. My package had been unrightfully sent back. My local post office has been messing all my deliveries up and tenso was the only company that had the intention to help. No excuses like all others, tried finding a solution and replied respectfully and daily as opposed to my local post office that doesn't care about getting a bad review because they have 100,000 of their 200,000 5 star reviews written by bots. Surprised to see so many bad experiences because mine (8 uses of their service so far) have all been mostly positive.

Have been using this service since 2015 to send small packages with keychains, plushies, books and the like. My most recent package was on 09/2024. Excellent costumer service and overall attentiveness, never had a problem with them.

Was scammed over $800 on paypal I didn't even visit the website... got several charges on my account.

The worst company in Japan, scammers, nobody should order from here, the Japanese government needs to impose sanctions on this company, this company should be shut down as soon as possible, it victimizes and scams its customers.

I was apprehensive about using Tenso after reading the negative comments here on Trustpilot.
But after using Tenso, I don't really understand some of the negative reviews. Some of them are either very nitpicky or is about something that's not related to Tenso.
I bought a chair from Amazon JP, shipped it to Tenso (with my Tenso ID# in my name), paid the Tenso shipping fee, then Tenso shipped it to me (in Europe) and I paid customs tax upon receiving my big package. From ordering to receiving the delivery at my door, the whole shipping time was less than 2 weeks.
I don't know how Tenso's shipping fee compares to others but it seems competitive.
The box was a bit banged up upon delivery but thankfully the chair was alright, box being damaged wouldn't be Tenso's fault anyway, this is why you get delivery insurance.
All-in-all, this is a legit company and it works.

I bought an item, paid immidiately and waited for shipping, it was never shipped and when I asked buyee about it, they said because they are just a proxy site, I will not be able to get a refund.
They are allowing sellers to commit fraud on the site, as the sellers have no responsiblity to ship an item you bought. They are threatening to close my account if I proceed to try and get my money back.
I have had good experiences previously but it seems their service has gotten very poor and have allowed scammers to take money from users.

1. Took so long to process packages.
For instance there was once the packages were received by TENSO according to the courier around 11am (Japan local time) but was not yet processed by the end of their office hour the same day. TENSO did state that it may take maximum two working days for the packages to be processed and registered, still, the average processing time has been so much worse this year than the past.

2. Extremely unacceptable pricing at such a low quality of service.
By service I do not only refer to the package processing issue but also customer service-wise. I once had a valuable package (limited edition product at over 1000USD, definitely means something to me) sent to TENSO and it took, again, hours (more than five) and was still processing. I was worried about that and sent an email to TENSO CS but was in turn "complained" by the responsible staff. That person was like, "wait a few more moments would you, it takes two days at most to process your item as stated in policy" blah blah blah. (Yeah I don't read and it was my Shiba that composed and sent the email, sorry my apple cider vinegar.)

TENSO was my very first place to transfer packages from Japan to where I (was living) but things have been deteriorating and I would rather pay a wee bit more for so much better service offered by one of the largest online shopping platform in Japan (Sorry can't spell it out, you know if you know)

You have to register your full name with them, and then contact them to "add a new name" if your mails are not in your full name. (eg your name is John Brady Gingham, they will not register your mails if the name is listed as John Gingham)

If you receive any forms of greeting cards from sellers (which you might not know exists), you will NOT be notified, nor will it register into your account, unless you specifically email them about it after it arrives at tenso. But how would you know that you're supposed to receive greeting cards? You literally PAY THEM to tell you if you've received anything but you have to be the one telling them that you've received something. Makes no sense at all.

They also ask for a reference photo (as if you'd have them).

And they did not inform of this through emails, so if you missed their "official notice" on the site, you're never seeing your mails.

Oh, and they take awfully long to reply too.