MEGA Don Quijote Shinsekai — Local services in Osaka

Dear Don Quijote Management,

I had the absolute pleasure of experiencing what can only be described as the most memorable shopping experience at MEGA Don Quijote Shinsekai on February 19. After making a payment at Tax-Free Cashier #1 at precisely 22:01, I arrived at my hotel only to discover that two paid-for items were missing from my shopping bags. What an exciting surprise! Naturally, at 11:45 PM, I had the wonderful opportunity to take a taxi back to the store—because who doesn’t love a late-night adventure in a foreign country?

Upon returning, I requested to speak with the store manager, Takagaki たかがき, hoping for a professional resolution. Instead, I was greeted with an unexpected masterclass in customer service—if impatience, eye-rolling, and condescension count as training modules. Despite my calm demeanor and attempt to communicate clearly in simple English, Takagaki seemed visibly annoyed. Perhaps she mistook my concern for an elaborate scheme to create problems?

When I suggested checking the CCTV footage, she responded in Mandarin with a curt "wait a moment" (稍等一下) while dramatically rolling her eyes. At first, I thought I might have imagined it—surely a store manager wouldn't openly display such disdain toward a paying customer? But no, she generously repeated both the phrase and the eye-roll for a second time, just to make sure I caught it.

Curiously, despite not speaking English or Mandarin, she chose to respond to my English queries in Mandarin. A fascinating choice, really. Thankfully, a friendly staff member who actually understood Mandarin stepped in to assist, proving that some employees still value professionalism.

I have always had outstanding shopping experiences in Japan—until now. Don Quijote, I sincerely encourage your management team to review the CCTV footage to admire just how skillfully Takagaki たかがき executed her eye-rolling routine. Perhaps she could conduct a workshop for her colleagues? After all, such "customer engagement skills" must take...

CHECK YOUR RECEIPT CAREFULLY! BEWARE of OVERCHARGING - Poor Service

I had a very disappointing experience at DONKI that I feel potential customers should be aware of. After purchasing more than ¥70,000 worth of items, I noticed that I was charged for more items than I actually bought.

The receipt was in Japanese, so it was difficult to verify everything on the spot. However, when I spotted the vitamins being scanned for 4 times when I only purchased 3, I checked the sealed duty-free bag and found that the extra items weren’t even in there.

The most infuriating part? The staff at the counter were too busy chatting with each other to even pay attention to what they were scanning. It was only because I paid close attention that I caught this mistake. When I went back to report the overcharge, the supervisor refunded me the difference—but not once did anyone apologize for the error or show the slightest bit of accountability for their negligence. I was treated like my time didn’t matter, and frankly, that’s unacceptable.

Because the items are packed in sealed duty-free bags, I’m left wondering if there are even more issues I haven’t caught yet. I’m still unsure if other items are missing or overcharged, but I’ll check again when I get home—though I shouldn’t have to!

DONKI may be convenient and have a good selection, but this is a perfect example of how sloppy service and poor attention to detail can ruin an experience. They need to seriously learn from this and improve their systems and customer service. Until then, I would highly recommend shopping elsewhere, or at least double-checking EVERYTHING. This was not just an error—it was a failure to care, and it’s completely...

Incredibly hostile manager. I was there with two friends and we bought almost ¥20000 worth of merchandise for friends and family. I had my hands full during shopping and absentmindedly tucked a pair of tights under my arm as I was using my phone, which alerted the shop’s anti-theft system. We immediately apologised multiple times to the cashier and went ahead to pay for it. I will admit it was absolutely our fault up until this point.

The manager then came, was incredibly rude, and kept implying that we were thieves. I was the one who accidentally carried an unpaid product out of the store, yet he was literally pointing his finger at my friend and saying that he had intentionally hidden it under his clothes. This was absolutely not true. The product was under my arm the whole time in plain sight. When the alarm sounded, our other friend was even the first one to point it out and tell the cashier. (The manager was not even here when it happened...) We were shocked and appalled that he was so aggressive. Yes, we made a mistake, but we immediately apologised and went to fix it BEFORE he came. We literally bought three large bagfuls of merchandise, why would we try to steal a pair of tights…? Here this man was spewing outright lies and framing us for something we have not done. This manager even demanded my friend, who was completely innocent and understandably angry, to PERSONALLY apologise to him. Not even to the shop. To him.

He loudly threatened to call the police multiple times. We told him to please go ahead, but he chickened out. We would have much rather watch CCTV footage with the police than entertain this manager’s desire to create drama...