To use a metaphore I would say that Popcultcha is like a Disneyland where the staff dressed as Mickey Mouse runs around drunk swearing at kids, beautiful place but appalling customer service. Damaged orders happen, and 99% of the businesses wouldn't think twice about offering a replacement, but not Popcultcha, which primarily sells collectibles, ironic. So far it has happened three times, each and every single time my original contact to customer service was downright ignored for months (yes, that's the amount of time I've waited each time before trying to get in contact a second time thinking they might have been overly busy). To top it all off, after the last damaged order I originally sent the incident report through their online form, waited and waited, so I decided to call the store to be told to send a query by email as they "didn't read those" (online forms), email which was then ignored for months... Not a one star review because the products themselves are amazing, but the customer service is the worst I've experienced so far and their policies clearly show that they have no passion whatsoever for what they sell nor do they care about having a satisfied clientele and it's truly disheartening.