I’m looking for advice on how to handle a defective high-end figure from Tokyo Otaku Mode.
I purchased the Prisma Wing Shadows House Kate & Emilico 1/7 Scale Statue for over $1000 USD. The main issue is that the centerpiece of the statue — Kate and Emilico reaching toward each other — is badly misaligned on the figure I received. That interaction is the core concept of the artwork, and on mine it ruins the presentation.
There are also other defects, including paint damage, fitting issues, a warped railing pressing into Emilico, and a pin/assembly problem.
Prime 1 suggested fixes like touching up paint, heating parts, and drilling the figure. I do not think a customer should be expected to repair a $1000+ statue themselves.
I asked TOM for either a replacement or a full refund with a prepaid return label. I am not trying to keep the item for free — I am willing to return it.
TOM offered 40%, then 50%, then said they could do a full refund only if I pay return shipping. I checked the return shipping cost, and it would be about $400. Their latest offer is 50% plus possible coupon/store credit, but still no prepaid return label.
They also stated that a credit card chargeback would result in a permanent account ban. I have bought many items from TOM and currently have 677.24 TOM points, so that feels pretty awful.
What would you do here?
Accept the 50% and keep a figure I do not want to display, pay roughly $400 return shipping myself, or go through my credit card company for a chargeback because the item is defective/not as advertised?
*Reposted to include images