Sophie777 Posted January 27 Share Posted January 27 I bought both Wickerbottom and WX-78 from their website last November. WX-78 was delivered to a totally wrong address which is more than 1000km away from the address I submitted. I wrote very detailed emails describing the problem with pictures and evidence from the carrier's tracking service to their support group. However all I keeped getting are auto replies about Wickerbottom delay, which is not related to what I am asking at all. I sent the email again and got exacly the same unrelated auto reply. Last year similar problem occured as well. I bought a Wilson figure in early January 2025 and the code was not included. Their support team used entire 4 month and gave me the code until May 2025 which exceeded their estimated delivery date without an explanation nor compensation. I tried to contack Klei about my order problem. But obviously Klei would only suggest me keep contacting Youtooz and cannot provide any other efficient solution. If possible, could you please consider stop the cooperation with Youtooz and publish new items with other figure/plush companies? I've bought Funko and other items from Klei's website since 2021, and never experienced such basic issues with any other products. 6 1 1 1 Link to comment https://forums.kleientertainment.com/forums/topic/169636-youtooz-providing-the-worst-service/ Share on other sites More sharing options...
Sindex Posted January 27 Share Posted January 27 Mine is still stuck in customs at the moment over seas. Been like that since 1/12/26. It shipped around the 12/31/25. I bought both figures in July of last year. Usually they do show up at the right location but I end up knowing the day of the delivery. 2 Link to comment https://forums.kleientertainment.com/forums/topic/169636-youtooz-providing-the-worst-service/#findComment-1850050 Share on other sites More sharing options...
Zima Blue Posted January 27 Share Posted January 27 (edited) Back in 2024 when I bought Maxwell, I had a really good customer service experience with Youtooz. Mine had come with a defect, he was missing his rose on his tux, Youtooz quickly replied that they would send me another one for free. I bought Wickerbottom last year in July and I'm still waiting for it as well, I noticed it got delayed but I didn't receive any email about it. Hope they lock in and help you with your request ASAP, if you got sent an email about Wickerbottom they're probably receiving lots of emails about it. Not an excuse for not reading your email but their email box is probably a mess right now. Edited January 27 by Zima Blue 2 Link to comment https://forums.kleientertainment.com/forums/topic/169636-youtooz-providing-the-worst-service/#findComment-1850060 Share on other sites More sharing options...
Sophie777 Posted January 27 Author Share Posted January 27 2 hours ago, Zima Blue said: Back in 2024 when I bought Maxwell, I had a really good customer service experience with Youtooz. Mine had come with a defect, he was missing his rose on his tux, Youtooz quickly replied that they would send me another one for free. I bought Wickerbottom last year in July and I'm still waiting for it as well, I noticed it got delayed but I didn't receive any email about it. Hope they lock in and help you with your request ASAP, if you got sent an email about Wickerbottom they're probably receiving lots of emails about it. Not an excuse for not reading your email but their email box is probably a mess right now. I think I shouldn't define it as "auto reply" in my original post. The email reply I got from Youtooz was about a week after I had sent the request, and was more like some human read the email or check or my order ID roughly, and figured out that the order included a Wickerbottom. Thus he/she thought it might be a Wickerbottom problem and pasted an official delay notice directly. However what I focused was my wrong delivery on WX-78 which was already shipped. I even cannot tell if this problem was caused by carelessness in working or actually they tried to avoid their responsibility on purpose. Link to comment https://forums.kleientertainment.com/forums/topic/169636-youtooz-providing-the-worst-service/#findComment-1850075 Share on other sites More sharing options...
BalkanCockroach Posted January 27 Share Posted January 27 16 hours ago, Sophie777 said: Last year similar problem occured as well. I bought a Wilson figure in early January 2025 and the code was not included. Their support team used entire 4 month and gave me the code until May 2025 which exceeded their estimated delivery date without an explanation nor compensation. Same happened to me with Max and Wilson figures. Link to comment https://forums.kleientertainment.com/forums/topic/169636-youtooz-providing-the-worst-service/#findComment-1850110 Share on other sites More sharing options...
Mj- Posted January 27 Share Posted January 27 +1 I really dislike Youtooz; my journey with them has been so awful since day 1. My first order was Wilson and Webber. It took them almost a year and a half to resave them, which was not that big of a deal for me, considering it was an international shipment, so I just shrugged it off. My second order was a mess. They made me pay extra tax because they only sent me Wurt even though I bought Maxwell, so after many emails, they apologized for the mistake, and a couple of months passed by, they finally sent me the correct order. After that, I promised myself to never try them again, but I couldn't resist ;( so I once again bought Wicker and Wx, and after much delay, they only sent me Wx and said "Well, we are sorry Wicker was so popular, and we needed to make more of them! So you need to wait 3-5 more months." Even though I pre-ordered them together at ftst day of lunch! I really like to support Klei with everything I could but never again for me for sure this time. 1 1 Link to comment https://forums.kleientertainment.com/forums/topic/169636-youtooz-providing-the-worst-service/#findComment-1850121 Share on other sites More sharing options...
Developer Corey Posted January 28 Developer Share Posted January 28 Hey just wanted to reply here personally, thank you for the heads up. Sorry to hear some folks have had issues with their orders. Just wanted to follow up and let you know we've reached out to YouTooz directly on our end and we're looking into this. 12 Link to comment https://forums.kleientertainment.com/forums/topic/169636-youtooz-providing-the-worst-service/#findComment-1850126 Share on other sites More sharing options...
Sophie777 Posted January 28 Author Share Posted January 28 6 hours ago, Mj- said: +1 I really dislike Youtooz; my journey with them has been so awful since day 1. My first order was Wilson and Webber. It took them almost a year and a half to resave them, which was not that big of a deal for me, considering it was an international shipment, so I just shrugged it off. My second order was a mess. They made me pay extra tax because they only sent me Wurt even though I bought Maxwell, so after many emails, they apologized for the mistake, and a couple of months passed by, they finally sent me the correct order. After that, I promised myself to never try them again, but I couldn't resist ;( so I once again bought Wicker and Wx, and after much delay, they only sent me Wx and said "Well, we are sorry Wicker was so popular, and we needed to make more of them! So you need to wait 3-5 more months." Even though I pre-ordered them together at ftst day of lunch! I really like to support Klei with everything I could but never again for me for sure this time. Sorry to hear about all these. But it really sounds like something they would do. A year and a half of waiting is more than ridiculous. 3 hours ago, Corey said: Hey just wanted to reply here personally, thank you for the heads up. Sorry to hear some folks have had issues with their orders. Just wanted to follow up and let you know we've reached out to YouTooz directly on our end and we're looking into this. Thank you so much for your reply and hope this can be solved soon! 1 Link to comment https://forums.kleientertainment.com/forums/topic/169636-youtooz-providing-the-worst-service/#findComment-1850141 Share on other sites More sharing options...
Developer Corey Posted February 3 Developer Share Posted February 3 Hey everyone, I'm back with an update. I spoke with Youtooz directly and brought up this thread with them. I was unaware of the delay. Being responsible for making the merch on the Klei Shop, I certainly understand delays can happen when it comes to the complexities of making and shipping physical goods. That being said, we agree the communication of this delay could have been better. I've asked that any future delays or updates that affect future or current orders of Klei merch are communicated with us, but also to customers directly and quickly once the situation is confirmed. Later today an email will be going out from Youtooz to EVERYONE that bought one or more WX and Wickerbottom figures, even if your figures showed up. In this email I have provided them with unique codes for 4,000 Klei Points. That’s enough for 1,500 Spools in Don’t Starve Together, or a couple of items from the Klei Rewards page. I wanted to say thank you for everyone who supported this release and apologize for the delay and lack of clear communication. That email also lets all players know that while most pre-orders have already been delivered, we can confirm a portion of orders missed the original estimated shipping window. We’re sorry for the extra wait, and they are working to get the remaining orders out as quickly as possible. For those who do not have their figures yet, I've asked them to include a clear shipping update which is as follows: Quote We’re targeting shipment as soon as production completes. Our current conservative estimate is April 1–15 for remaining unshipped orders. If we’re able to ship earlier, you’ll receive your tracking email as soon as your order leaves the warehouse. Thanks again for supporting our latest Don’t Starve x Youtooz collection featuring Wickerbottom and WX-78. We really appreciate it. I'm going to work with them to try and improve communication for future releases we may do. Personally, working with them has been enjoyable on my end design wise, and they are helping us make figures and merch for characters that I may not be in position to make myself right now. So hopefully we can work with them to improve and make a smoother process. I really appreciate the feedback and folks bringing this to our attention. 9 1 2 Link to comment https://forums.kleientertainment.com/forums/topic/169636-youtooz-providing-the-worst-service/#findComment-1850536 Share on other sites More sharing options...
Mj- Posted February 3 Share Posted February 3 1 hour ago, Corey said: Thanks again for supporting our latest Don’t Starve x Youtooz collection featuring Wickerbottom and WX-78. We really appreciate it. I'm going to work with them to try and improve communication for future releases we may do. Personally, working with them has been enjoyable on my end design wise, and they are helping us make figures and merch for characters that I may not be in position to make myself right now. So hopefully we can work with them to improve and make a smoother process. I really appreciate the feedback and folks bringing this to our attention. Thanks for the info and feedback! If you guys work with them again, could you please ask them to bundle the orders? If I buy two or more figures, I’d prefer them in one package rather than separate ones. I don't mind a delay, but paying extra fees for separate deliveries is frustrating since I bought everything together in one cart. Honestly, this is my only issue with Youtooz. Thank you again, I really like your work, and can't wait to see what's new :). 2 1 Link to comment https://forums.kleientertainment.com/forums/topic/169636-youtooz-providing-the-worst-service/#findComment-1850543 Share on other sites More sharing options...
Kaioh Posted February 3 Share Posted February 3 (edited) +1 Youtooz is a bad partner Back in 2024, I bought both Wilson and Maxwell, it took them about 1.5 months to deliver, and I got my CD keys after like one week of the initial purchase, way ahead of the physical goods delivery. That was the only positive experience I had with them (Well, aside from the fact Wilson youtooz eventually broke itself, no longer being able to stand up on its own even when his torch is removed). Then I bought both Webber and Wurt around november, hoping they would arrive for christmas or at least january. My order was split, Wurt arrived in march and Webber in april of 2025, which was a rather long waiting time. Hoping to avoid the same situation from last year, I wanted to get WX-78 and Wickerbottom as a belated birthday present, order was made in august, only one month after the pre-order announcement and way ahead of the estimated shipping dates, hoping they would ship last year before or towards christmas. Order was split once again, WX-78 arrived in january, but Wickerbottom has been pushed back towards april, which really stretches out the initial announced delivery date... It really has me wondering why does Klei keep working with these people? This is really unprofessional. At least they have finally apologized and sent discount codes for a future purchase this time around, but still Edited February 3 by Kaioh Link to comment https://forums.kleientertainment.com/forums/topic/169636-youtooz-providing-the-worst-service/#findComment-1850562 Share on other sites More sharing options...
Sindex Posted February 4 Share Posted February 4 (edited) Well I end up getting the email about the Klei points but also got email about my my WX-78 figure being stuck in customs. They told me that they can't do anything about it, and it might be another month before it arrives here in the U.S. from China. Edit: ------------------------- (3/6/2026) Want to leave a quick edit and update here if anyone wants to keep track. I live in the West side of the U.S. I finally got the WX-78 figure yesterday 3/5/2026. It originally shipped around 12/31/2025 and got stuck in customs around 1/12/2026. So that was about 2 months and a week before it got here. Anyhow just got notified a few weeks back the Wickerbottom figure got shipped around 2/10/2026. According to now it's in customs U.S. side on 3/5/2026. So I might get it a month time (unless it take another month to pass through customs) will edit again once I get it. Edited March 6 by Sindex Link to comment https://forums.kleientertainment.com/forums/topic/169636-youtooz-providing-the-worst-service/#findComment-1850660 Share on other sites More sharing options...
yokior Posted February 8 Share Posted February 8 I'm really curious if the Webber figure on the Youtooz store will be restocked? I can't buy it directly due to logistics issues. Currently, the skin redemption code is selling for $115 in my area. I really want to buy a figure or the official Kore skin that's making a comeback. Link to comment https://forums.kleientertainment.com/forums/topic/169636-youtooz-providing-the-worst-service/#findComment-1850899 Share on other sites More sharing options...
crushcircuit Posted February 10 Share Posted February 10 (edited) On 2/2/2026 at 5:23 PM, Corey said: Hey everyone, I'm back with an update. I spoke with Youtooz directly and brought up this thread with them. I was unaware of the delay. Being responsible for making the merch on the Klei Shop, I certainly understand delays can happen when it comes to the complexities of making and shipping physical goods. That being said, we agree the communication of this delay could have been better. I've asked that any future delays or updates that affect future or current orders of Klei merch are communicated with us, but also to customers directly and quickly once the situation is confirmed. Later today an email will be going out from Youtooz to EVERYONE that bought one or more WX and Wickerbottom figures, even if your figures showed up. In this email I have provided them with unique codes for 4,000 Klei Points. That’s enough for 1,500 Spools in Don’t Starve Together, or a couple of items from the Klei Rewards page. I wanted to say thank you for everyone who supported this release and apologize for the delay and lack of clear communication. That email also lets all players know that while most pre-orders have already been delivered, we can confirm a portion of orders missed the original estimated shipping window. We’re sorry for the extra wait, and they are working to get the remaining orders out as quickly as possible. For those who do not have their figures yet, I've asked them to include a clear shipping update which is as follows: Thanks again for supporting our latest Don’t Starve x Youtooz collection featuring Wickerbottom and WX-78. We really appreciate it. I'm going to work with them to try and improve communication for future releases we may do. Personally, working with them has been enjoyable on my end design wise, and they are helping us make figures and merch for characters that I may not be in position to make myself right now. So hopefully we can work with them to improve and make a smoother process. I really appreciate the feedback and folks bringing this to our attention. so THAT'S why i finally received an update on the situation! thank you for getting in touch with them, i really wouldn't have minded the delay if they had bothered to actually communicate at any point - i saw it get delayed about four times on the website, at times even saying that they had shipped before the date got pushed again! i'm surprised nobody's mentioned how difficult the scratch-off codes were this time around... i have a hand injury and i had to press down as hard as possible with a coin, and even then i was barely scraping anything off. this especially sticks out to me because they told me the reason for the delay in the first place was because they were having issues with the skin cards... and then they're insanely difficult to open?! i didn't have this issue with the gingerbread mold and beefalo plush codes... i really wonder what happened there Edited February 10 by crushcircuit Link to comment https://forums.kleientertainment.com/forums/topic/169636-youtooz-providing-the-worst-service/#findComment-1851004 Share on other sites More sharing options...
Eggsterminator Posted February 10 Share Posted February 10 14 minutes ago, crushcircuit said: so THAT'S why i finally received an update on the situation! thank you for getting in touch with them, i really wouldn't have minded the delay if they had bothered to actually communicate at any point - i saw it get delayed about four times on the website, at times even saying that they had shipped before the date got pushed again! i'm surprised nobody's mentioned how difficult the scratch-off codes were this time around... i have a hand injury and i had to press down as hard as possible with a coin, and even then i was barely scraping anything off. this especially sticks out to me because they told me the reason for the delay in the first place was because they were having issues with the skin cards... and then they're insanely difficult to open?! i didn't have this issue with the gingerbread mold and beefalo plush codes... i really wonder what happened there Oh yeah, I second the part about the scratch codes. I was also having trouble with scratching it off and accidentally damaged mine to the point that a few of the symbols became unreadable. I had to make a guess work out of the damaged code line, it was kind of annoying, though thankfully I got it after a few tries, but dang, it really should get improved. And yea...it was pretty frustrating having barely any status updates after the WX-78 youtooz got shipped. I hope there won't be any more issues when Wicker finally ships... 2 Link to comment https://forums.kleientertainment.com/forums/topic/169636-youtooz-providing-the-worst-service/#findComment-1851006 Share on other sites More sharing options...
viblym Posted February 10 Share Posted February 10 One of my friends has been keeping track on the shipping delays for the WX/Wickerbottom figures and each time they reached a deadline set they got pushed back another month. I try putting things like that out of my mind for as long as possible, but it still amazes me that they were supposed to be here in October. The statement that was made claimed that they were taking their time to ensure every figure came with the code... Quality control for products like these can cost thousands of dollars alone, and take a lot of time, but the time youtooz is taking feels like "rocky kickstarter campaign trying to sort things out" time, and I've many a friend who has received "Defective" figures. Missing details, broken leg off of Webber's head, bendy Wilson, Wurt's lollipop missing, etc... Then again, nobody I know has had trouble getting a replacement (or at least the ones who reached out didn't). Bumpy road for an already established company, at the very least with each wave of DST characters the designs have gotten much better. I think Wickerbottom is the best looking one yet! It's just a matter of her getting here. 3 1 Link to comment https://forums.kleientertainment.com/forums/topic/169636-youtooz-providing-the-worst-service/#findComment-1851007 Share on other sites More sharing options...
Vixen Doe Posted February 10 Share Posted February 10 agree on most of these fronts. communication about shipping was non-existent until i emailed them, and then i was told that they were just a bit behind. then i got tracking information for only WX with no word on wickerbottom, while the website had wickerbottom listed as 'all orders departed', which was concerning for multiple reasons, so i'm at least glad i'm not the only one with the issue. has there been *anyone* who's received wickerbottom yet? i haven't heard of anyone with her yet. ditto on the scratch code as well. i have never in my life come across a scratch-off that was so difficult to scratch, i felt like i was going to rip the entire card 1 Link to comment https://forums.kleientertainment.com/forums/topic/169636-youtooz-providing-the-worst-service/#findComment-1851011 Share on other sites More sharing options...
Mj- Posted February 10 Share Posted February 10 12 hours ago, Vixen Doe said: has there been *anyone* who's received wickerbottom yet? i haven't heard of anyone with her yet. The more I read, the more I suspect they are lying about it! It seems almost everyone has only received Wx. But hey, great news: I received an email from them today confirming that Wicker has been shipped to me. 1 Link to comment https://forums.kleientertainment.com/forums/topic/169636-youtooz-providing-the-worst-service/#findComment-1851037 Share on other sites More sharing options...
Fiszu Posted February 18 Share Posted February 18 I'm pretty new to the game ( started around a year ago ) but have fallen completely in love with it. Is there any way to still get the Maxwell and Wilson figures with skins? Or is it completely gone? That would really be a shame... Link to comment https://forums.kleientertainment.com/forums/topic/169636-youtooz-providing-the-worst-service/#findComment-1851888 Share on other sites More sharing options...
Kaioh Posted February 23 Share Posted February 23 On 2/10/2026 at 4:39 AM, crushcircuit said: so THAT'S why i finally received an update on the situation! thank you for getting in touch with them, i really wouldn't have minded the delay if they had bothered to actually communicate at any point - i saw it get delayed about four times on the website, at times even saying that they had shipped before the date got pushed again! i'm surprised nobody's mentioned how difficult the scratch-off codes were this time around... i have a hand injury and i had to press down as hard as possible with a coin, and even then i was barely scraping anything off. this especially sticks out to me because they told me the reason for the delay in the first place was because they were having issues with the skin cards... and then they're insanely difficult to open?! i didn't have this issue with the gingerbread mold and beefalo plush codes... i really wonder what happened there I'll be real with you, the physical youtooz scratch codes always feel difficult to scratch for me, so WX code being really difficult to scratch off didn't really ring any alarm bells for me, but maybe it really was extra difficult this time around. Just like you, I have injuries, though mine are in the forearm and distal biceps respectively, so this feels kinda inconsiderate on Youtooz's part to do something like this. I actually also had issues scratching off Beefalo plush code and I wound up damaging it in the end, which forced me to contact Klei for a code retrieval. Luckily had no such issues with Abigail plush code. I wish Klei would stop making the codes scratch, sometimes they send physical codes that don't require any scratching whatsoever, but this doesn't seem all too common for them atm. On 2/10/2026 at 6:36 AM, Vixen Doe said: agree on most of these fronts. communication about shipping was non-existent until i emailed them, and then i was told that they were just a bit behind. then i got tracking information for only WX with no word on wickerbottom, while the website had wickerbottom listed as 'all orders departed', which was concerning for multiple reasons, so i'm at least glad i'm not the only one with the issue. has there been *anyone* who's received wickerbottom yet? i haven't heard of anyone with her yet. ditto on the scratch code as well. i have never in my life come across a scratch-off that was so difficult to scratch, i felt like i was going to rip the entire card I received an update on 10th of february that Wickerbottom youtooz is on its way, I guess they have realized making customers wait until april is a little too much for orders placed in Q3 of 2025. I just hope that there will be no defects to the merch and that the scratch code is not too difficult this time around. Link to comment https://forums.kleientertainment.com/forums/topic/169636-youtooz-providing-the-worst-service/#findComment-1852341 Share on other sites More sharing options...
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