TL;DR: Cannot be trusted to provide product or services within stated time. I ordered a Japan Rail Pass on the morning of 21st June and paid priority delivery with FedEx as I was travelling to Japan on Saturday 23rd, total cost £217. Bit short notice but I had only just heard that you can get a rail pass outside of Japan. Kept checking FedEx website and they had a shipping reference number but had not received anything from Japan Experience. Contacted Japan Experience on the 22nd to see what was happening. Person I spoke to was kind and friendly. She checked and their team in Paris, which is where the rail passes are shipped from, had not processed the rail pass yet even though they offer FedEx next day delivery.... As I was not going to receive the rail pass in time I requested to cancel my order. (Had to pay £240 upon arrival in Japan for new rail pass.) Received an email on the 22nd from Japan Experience apologising for the delay, stating my order was cancelled and refund would be 3-5 working days. Checked my bank account 6th of July and no refund received. Called up Japan Experience again and again person I spoke to was friendly and helpful, she was willing to give me the payment ID to trace the refund payment. However....the refund had only been processed on the 5th of July, again by the team in Paris, 2 weeks after the refund request. It may be a busy period but I unfortunately cannot recommend Japan Experience.

I have ordered Rail Passes twice from them. While Rail passes got delivered fast, they have misinformation on their site and their customer service is inconsiderate. Can't really recommend them anymore since you are on your own if you need support and information that their support gives you cannot be trusted.

Ordered my JPR tickets through Japan Experience and picked them up from their London office which went smoothly. The first time I called one of the members of staff was a little grumpy on the phone but then I called back for some advice on my itinerary, the lady on the phone was super nice and really friendly. They seem to know their stuff and are willing to help. Would come back to book my next JPR.

I booked Osaka Universal Studio tickets with them 2 months in advance and now 2 weeks before the date I booked for they canceled the tickets without giving a valid reason, now it's impossible to find tickets to get into the park. Also I am customer from UK and they write email in french. Very unprofessional. Poor service and very disappointing. Avoid if possible!

Never, ever, again. A long time ago (pre-COVID) I had dealt with this company. They were ok, nothing special, but they got stuff done. But now, beware UK customers, they ship from France. They don't fill out paperwork correctly, which means your order gets stuck in UK customs forever, and in my case rejected. Japan Experience don't care. They shrug their shoulders. They blame FedEx when the problem is entirely of their own making.

Ordered the pasmo cards which worked fine and were a good price. But I ordered two sims which DID NOT WORK IN JAPAN! I got the information office at the airport to contact the number on the SIM card, but the number did not connect. I would like my money back as I had to buy a sim at the airport, something I will now be doing in future irrespective of the better deals in the UK. Also they could make life easier for people by being open during lunch during the work week, and not by appointment only.

I live in the DC metro area and ordered 4 rail passes and a SIM card from them. The rail passes/SIM card arrived within the week in a USPS priority mail envelope. I ended up not being able to use one of the rail passes, so I returned one and got a full refund. I did have to pay for my own postage in order to return the rail pass, but that is fair. All my questions were always answered promptly.

Bought a 21 day rail pass in February to use in May but due to the virus I couldn't go to Japan. I asked if I could return the voucher and they said I could get a full refund. When I returned the voucher, I received 85% of the cost as they kept 15% for themselves due to 'running costs'. This wasn't explained to me when I spoke to them and they still wouldn't issue a full refund. Very poor customer service, I would shop elsewhere!

Pretty Awesome! I have received my JR Pass and Suica Cards half a day earlier. Good team up with FedEx. Thank you for your fast, consistent and reliable service Japan Experience a.k.a. Nippon Travel Agency 😍

I left it a bit late to get my Japan rail pass as didn't realise it had to be posted. Person I spoke with on the phone was really helpful and I was able to pay at lunch and pick up that afternoon.

Great customer service! Got a SIM from here before heading to Japan for 3 weeks and Juan was really helpful, showed me how to use it, and gave me lots of good advice

I purchased the Japan rail pass and the SIM card. Because of my phone, I had many questions and trouble with the SIM card. They were very quick to respond every time and at the end, even offered a refund. This is rare as most SIM card is non-refundable. I did not have to take the refund, because I was able to fix the issue (the instruction did not work for my phone). I would use this company again the next time I visit Japan.

I am not very good with sim cards but following the instructions the sim work really well, only advice..follow the instructions..i had to read through it and it worked perfectly fine, I am very please!

I would give zero stars if I could. I arrived there, and the italian lady there (I just found her name online and will submit a formal complaint in due course) was rude, patronising and incredibly unfriendly. She literally could not give a sh*t about being helpful, and she even said, in a very "I want to be done with you ASAP" tone, that her lunch break was in 5 minutes (that official lunch break not appearing in Google Maps or the Japan Experience website timetables). It is really sad having public-facing employees who make things harder... especially because as a client I was going there to ensure my payment of over £230 would come through correctly, as I was having issues paying online. When I went to pick everything up later, it was the same kind of rushed "I want you out of here" experience with the same person. I do hope you do not expect me to recommend your services to anyone, as this felt like a hidden camera joke.

This business is a total scam, do not use under any circumstance. Managers are utterly useless, pass you along to other individuals whom state they cannot help your issues. I was told after requesting to have my refund requested from the highest ranking person, that the owners don't give refunds for any reason. Even the manager for the L.A. office said he's never seen anyone get a refund...utterly ridiculous and a total scam. Edit: Really! Owner had the audacity to state my review was for a different travel agency. What a joke.