Hey xxx,
We are sorry to see that you chose to go for a very bad review on Myfigurecollection instead of replying to our email and finding a solution together. :(

Unfortunately we would like to ask you to at least state the truth, even though you are (understandably) disappointed with your Solaris Japan experience.
To avoid further misunderstandings we will try to explain every action in more detail.

"Well it arrived late, which is fine, I mean he did pay for the fastest shipping possible but whatever we're adults we can handle it. "
Your order was placed December 13 and shipped December 15, according to the Processing Time written down on our homepage (up to 3 Business Days) this is still in time and not delayed. The Estimate for Shipping begins as soon as the Order is shipped - the estimation for EMS is 2-5 Business Days. The parcel arrived in the United States 3 Business Days after and has since then been in customs or in retention at your local post office. The delay due to facts we have no insight on is very unfortunate, but not our fault.

"This wasn't just the work of the poor amount of padding they used in the box, or the lack of a fragile sticker on the outside of the box"
We apologize if our padding was not up to your standards and will work on padding the products better from now on. We rarely have issues with our padding or figures breaking because of the lack of packaging.

"but almost looked like they sent us a used figure"
Our second question in our first reply to your claim was "were the seals on the figure's box intact or not when you opened it?". Unfortunately you did not respond with the worry that the figure was opened and could have been a used one and are sad to read it with the review for the first time. :(

"We then began what has now been more than a MONTH LONG process of emailing them to try and resolve this issue."
We always replied to your emails on the next business Day or even the same day. On January 5 (one day after we received your complaint) we got your OK for contacting the Manufacturer and told you the positive result on January 8 (the next Business Day). We received your next reply on January 11 and replied twice on the same day. Your next reply was received on February 4 - 24 days later. Again, we understand your frustration and disappointment, but would like the truth to be told.

"They tried to find any way possible to not take responsibility, chalking it up to manufacturing errors, or it being the fault of the post office etc... They finally agreed to replace it via having Alter take responsibility and replace it through the manufacturer."
In case of broken figures we have to ask for the reason and therefor asked, within our first reply, whether the outer box was damaged. If the parcel was damaged during transit, post insurance kicks in and we have to claim it. We than made sure the figure you received was sealed and brand-new within the same email and did not receive a denial from your side. We therefor made the conclusion that this must have been a Manufactural Flaw, since the Figure was sealed and directly came from the Manufacturer. In our second reply the same day we let you know about this being a Manufacturer Flaw and asked you whether we should get in touch with them for a solution. The next day you gave us your OK to contact the Manufacturer; which we did the same day.
The solution to "contact the manufacturer" has been made together with you within 24 hours (2 emails each).

"The only issue was that apparently the myriad of photo evidence we sent them was apparently not enough?"
The 3 photos we received showed the broken leg and the black scratch and were enough to contact the Manufacturer. Unfortunately in your case the manufacturer decided to only give a replacement if they received the broken figure.

"They wouldn't refund us money for the price of the figure only half the cost."
Unfortunately your email to us didn't include the propose to refund half the cost. :(
"2. Or you can refund us the cost of the figure in full and I will proceed
to purchase a new one with another company"

"They wouldn't give us credit (only half the cost.)"
Again, this is not what we were told:
"3. Or you can give us credit in the amount of the figure and I will use it
to replace the figure with another one from your website"

"They wouldn't cover the cost of the shipping to send it back. AND they wouldn't just replace the figure based on a crazy amount of photo evidence with its receipt etc."
This statement is true and we apologize if our policy is not to your liking. Since a lot of people place fraudulent orders or make use of fake photos etc Japanese Manufacturers rarely accept photos only for a whole replacement and we have to follow their policies.
In rare cases broken figures have to be returned from the United States and we are experienced with Shipping Costs from USPS.
You can find those rates online as well:
http://d.pr/i/WzEI/mCOtCDSi
We apologize if you felt like we were accusing you of lying, but it might be that the USPS staff you were talking to tried to sell you a way more expensive Shipping Method that is actually not necessary. :(

We kindly ask you to reply and find a solution with us. You owning a broken figure and not receiving any kind of compensation doesn't make either you or us happy.

Best regards,
Catrin
Solaris Japan