Their customer service is excellent!
White Rabbit Express is the only proxy service I have ever used (I have used it from the time I was a noob and since then I have seen absolutely no reason to go elsewhere). There are a few reasons why I believe that they are top tier - I'll list them first and then elaborate. 1. They employ a customer service representative who is a native English speaker. 2. Their customer service is quite thorough, always gives you the impression that they want to help, and has been helpful whenever an issue has arisen for me. 3. They are honest and up front about what their fees are.
I've been ordering stuff from Japan for over a year now. I live in the US. I believe that in order to have an excellent proxy service that serves English speaking customers, having a native English speaker as an employee is essential. With WRE I don't have to worry about a language barrier leading to mistakes, misunderstandings, etc. I can write an email (or start a chat if I'm up late enough) knowing that what I type is going to be understood.
Of course, just employing a native English speaker does not make a proxy service excellent. The proxy has to also actually provide great customer service - this is where WRE shines! When I was a noob, I was helped each step of the way. When I have questions, they supply helpful and informative answers. When I had an issue that needed to be looked into regarding a figure, they contacted the figure company promptly which led to quick resolution of the matter.
They are clear about the fees that they charge. I have not had any experiences similar to those in the one review here that mentions having issues with refunds. Many of my orders are large; I only use EMS for shipping. I use PayPal. Whenever I have been due a refund for whatever reason, it has shown up immediately (the individual page for each order has a "Payment History" section at the bottom that lists all the debits and credits that pertain to that particular order).
In regard to their fees versus those of other proxies, I would argue that you get what you pay for. It's easy to find horror stories on MFC about stores or proxies that have been less than honest with customers or have even outright ripped people off. Let's face it, figures from Japan can be very expensive to begin with. So, I don't feel that it's wise to cut corners by using a proxy that is less than excellent. A proxy would only have to make a serious mistake/rip you off once for any ongoing savings from lower fees to become basically meaningless. So you can look at using an excellent proxy like WRE sort of as 'insurance' against that happening.
As long as WRE continues its current quality, they have a customer for life [unless I move to Japan someday :) ].