Onsen Towel Reviews

Terrible experience from start to finish. I tried to cancel my order before it shipped, but their website won't let me submit a return tracking number. They're also ignoring my emails. I'm going to have to dispute this charge on my card, which is a pain. Stay away from this company. It's basically a scam.

Major disappointment with this purchase. I spent a whole month trying to reach their customer service team about an order that never showed up, sending emails constantly with no response. The company claims to offer exchanges on their site, but when I looked into it, they said that wasn't something they could actually do. It's pretty concerning that they operate this way. Eventually I was able to get my money back through a refund, but the whole thing was incredibly frustrating. They really need to hire more people to handle customer inquiries and support.

Would be so much better if they had live chat support instead of just email. Nobody ever writes back! My order arrived incomplete and one of the towels showed up damaged with a huge rip in it. I've tried reaching out multiple times and get nothing but silence. This company's customer service is seriously lacking.

Really disappointed with how this order went. I'd borrowed some of these towels from a friend and loved them, so I ordered a set for about $130. The delivery carrier DHL tracked it as delivered, but it never actually arrived. I was home the entire day and never heard anyone at my door or buzzer even though I live close enough to the entrance that I would definitely hear it. DHL just marked it delivered without trying. When I contacted the company about the issue, they told me to deal with the shipping company directly. I couldn't reach anyone at DHL through phone, chat, or text support, so I ended up disputing it with my credit card company. The problem is, since the system shows delivered, the towel company won't help me figure it out. Now I'm out the money with no package and no solution. I manage a retail store myself and I always work to fix things for my customers no matter what, so it's frustrating that bigger companies won't do the same.

There's absolutely no phone support option at this company. Over two weeks I sent five separate emails to their customer service inbox and didn't get a single reply from anyone. I was hoping to swap out my denim waffle towel sets for a different color option. The site doesn't clearly show which colors are actually in stock since the unavailable ones just show grayed out, so I figured I'd ask and wait if needed. But five emails with zero responses in fourteen days? That's not acceptable customer service at all, it's honestly pretty disappointing. Now I'm thinking I'll just return everything since the lack of communication has killed my interest in keeping the order.

Really frustrated right now. All these glowing reviews have to be fake or from people working there because there's no way this quality is real. I still have towels from over twenty years ago that look better than these, and I've only had these for about five months. They already look worn out and ready to throw away. I definitely want a refund for this purchase.

They only sent half of what I ordered. On top of that, I got charged customs fees twice because they split my purchase into two separate shipments instead of sending it all together, which was completely their mistake. Don't get me wrong, the actual towels themselves are really nice, but the way they handled the order and their total disregard for customer satisfaction made the whole experience really bad.