Surugaya — Local services in Kyoto

I visited here on my Japan trip and the experience was great, mind you I spent significant amount of Yen, just in first visit.

I, however, returned the following day after my first visit, (I had to return a faulty item)

I was directed by the store staff to a senior staff member to assist me with my refund / return.

I do not speak Japanese but used google translate to advise the staff member that I had a faulty product, I checked the return policy on the store website and provided a receipt, (I MET ALL TERMS AND CONDITIONS OF REFUNDS AND RETURNS, the item was brand new but was faulty from first use)

The senior staff member proceeded to be very rude with me, to the point of yelling at me in the store and made me feel very uncomfortable, raising his voice and shaking his hands.

What started as a pleasant experience the day before, turned into the worst experience on my Japan holiday.

The senior staff member eventually provided me with a refund, after they proceeded to still yell at me for asking for a refund. (I was entitled to a refund and provided proof of purchase and evidence)

He also made the point to say over google translate... I quote, "I will provide you with a refund, but never come back to this store again"

I was respectful and did not behave badly and was treated so poorly.

The following day, when I was in another prefecture, I purchased the same product at a different store and it worked as intended, (SO my returned item was definitely FAULTY) I am so disappointed how the senior staff member treated me and yelled at me.

I would of easily given this store 5 stars, if the senior staff member was not so rude to me.I have since visited many Surugaya stores across Japan and everything was great in those experiences.

I don't know name of the person that I dealt with me, but please learn...

Another great place to find retro games in Kyoto. Prices are on the high side but they have the selection and they know it. If you are looking for PCE, Megadrive etc, other items besides nintendo, then this is the place. 2nd floor has lots of PCE, MD, NeoGeo, etc.

Be warned, you will get sticker shock from some of the game prices, but it's your best bet here to find what your looking for.

Protip: If you are a foreigner, have a list of what you are looking for ready. Don't waste everyones time going back and forth one item at a time. Have the item name in Japanese if you can. Even Better, have a picture of the box art ofthe item you are looking for.

This will make it a pain free interaction for you, the clerk and everyone else waiting behind you.

Google image is your best resource for this easy to find, prepare ahead of time...

Horrible store policy and staff who only care about money. I went to the store to ask for tax free shortly after purchasing. The staff wouldn't give us saying we should've notified them with passport beforehand. I later enquired whether we can return the products then purchase it back tax free then the unfriendly staff (one called another to come to us) said that we couldn't return it especially if its defected (So buying figurines is just a gamble on quality if second hand). However we just bought the figurines 1 hour beforehand without even opening it! The used figurines we bought had non see through box therefore the figurine mightve been broken prior to purchase yet its impossible to return. Whats the point of the receipt then? If we can't even return or claim tax free when the staff easily could've but just...