My main problem is they are no longer at all reliable at fulfillng pre-orders. But they don't want you to cancel when they can't fulfill your pre-order. They don't want you to be free to cancel and buy somewhere else.
I have open, unfulfilled pre-orders at HLJ for the following:
HG VF-22S Max
HG VF-22S Miria
HG VF-31C DX
HG VF-31C decals
RG Wing Zero EW
MG Gundam Barbatos Lupus
MGSD Aerial
Armored Core VI 30MM Open Faith
Armored Core VI 30MM VE-40A
Armored Core VI 30MM Weapon Set 06
Kotobukiya AC Steel Haze
Hasegawa VT-1
HG GquuuuuuX decal set 1
HG GquuuuuuX decal set 2
ALL of these were pre-ordered right when pre-orders went live. ALL of these are still unfulfilled. I've bought most of these local now. For the MGSD Aerial, I already bought 2 local. But under HLJ's new policy, I can't cancel these. They're just supposed to sit there. Until maybe they get stock in a year or 2, by which time I no longer need them to send me a kit because I got it local.
And this is JUST stuff unfulfilled lately, I had to cancel a ton of stuff before they changed their cancellation policy. I bought almost all my HG macross, Armored Core VI 30MM, and recent RG and MG Gundam kits locally, after pre-orders with HLJ all failed.
It's the lack of ability to fulfill pre-orders, paired with the new policy of not letting you cancel pre-orders that they fail to fulfill, that sucks.