Japan Experience 137-139 High Street, Beckenham BR3 1AG

"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."

"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."

"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."

"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."

"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."