EaglemossReviews 54

Signed up for a bi-monthly program where I would be shipped a new Battlestar Galactica Ship every 2 months in 2019. A few months into the subscription, there was a special release of a statue of a cylon that they would send me unless I specifically contacted them to cancel it. This was in addition to the ships I was receiving. I called and spoke to a customer service rep to cancel that special and discussed with her that I did not want to receive any future special releases of statues, only the bi-monthly ship subscription that I signed up for.

Fast forward to 2021 and I see in an online store that they are releasing a new statue as a special release and since I do not want these statues, I am happy that I stopped them from being added to my account. A couple of months later, I get a charge to my card and a shipping notice from Eaglemoss. When the package arrived, I was surprised to find a statue instead of the ship I was expecting.

I then called Eaglemoss customer service, spoke to a customer service rep, and explained the situation. She then proceeded to tell me that I did not cancel the special releases and that is why I received the statue. I explained my previous conversation with the previous rep and how I was not supposed to receive these special releases. She said she saw that I cancelled the last one, but there was no cancellation of these special releases on my account, just the single cancellation. I explained the previous conversation and said that the previous person apparently did not cancel the special releases moving forward as we discussed. She contined to insist that "the system" said that they were not cancelled and despite my insistence that the conversation happened, "the system" said that it did not. I asked to speak to a supervisor, so she asked me to hang on. The phone disconnected - she hung up on me.

I called back and immediately asked for a supervisor. After being put on hold, the same person kept coming back on the line asking if they could help me and I explained I was waiting for a manager. The 4th time, it seemed to be the same person but she started asking questions. I explained that I wanted to speak to a supervisor and she said that was her. She did not identify herself as one until I asked. (It is possible that it was a different person, but I don't believe that it was.)

In speaking to this person, they seemed to have little concern that the previous rep hung up on me. After explaining the situation again, they went back again to "the system says" that I did not cancel the special releases. After several hopeless rounds of my explanation and insistence that I did cancel them and she insisting that "the system" said I didn't, she put me on hold. After a few minutes, she came back and said that she was going to submit a request with their corporate office to accept a return. That was 2 weeks ago and I have heard nothing. I don't have the energy to keep chasing my tail with a company and customer service department that insists that it's my fault, not theirs. This is incredibly unprofessional.

How about, you stop sending the special releases that your customers never asked for and only send them what they subscribed to?

I guess I will have to keep something I didn't order... because they just don't care. Business must be pretty bad to have to force people to keep products they didn't order.

I was super excited to subscribe to the wizarding alley monthly subscription. I should have read the reviews first, because my story is practically a replica of everyone else's. I received no information or update about my subscription for weeks, so after 3 weeks I contacted them to find out when I would receive my first shipment (the site and automated response email says the first shipment will be 21 days from payment.) They said it was on back order and they didn't have an ETA. I gave it another week, but after 4 weeks and no proactive updates, I've decided to cancel. They make you call in to do so. The rep I spoke to didn't even ask why I was cancelling. Ironically, they offered to make the time between shipments longer.

I also want to mention how terrible their email support is. It takes multiple emails to get all the information you need. In fact, I had to ask the same question in 3 emails because they kept ignoring it (I had asked if they had other wizarding alleys available to subscribe to.) After the third time, they just didn't respond back at all. I'm not sure why their support team thinks it's okay to ignore their customer's questions. That's about as terrible support as you can get.

As an avid Harry Potter collector and online shopper, my strong recommendation is to avoid this company. They should not be selling products that they don't have in stock and have no idea when they will. Their support team needs to learn proper customer service. As a whole, they need to get their act together.

I ordered the Monthly Marvel chess collection as a present for my Granddaughter in June of 2019 (writing this in June of 2021), right away the issues began, the chessboard was on backorder, binder box to store the comic book editions were never sent out until I made a phone call. Several months would go by without a single chess piece being received. When calling their so-called customer service number I
Always received attitude but no solutions. Totally frustrated by their lack of concern I went to eBay and started purchasing the chess pieces from comic book shops across the country to try and complete my granddaughter's gift. Terrible experience with what should have been a wonderful memory!

Terrible service now, no parts, no deliveries, always charged, always lied to, always told wait 21 days. Dodgy payments being taken out, no replies, advise AGAINST starting a subscription as it WONT be completed before this shambles of a company go bust

Do not do one of the car build subscriptions. I got their first kit and then never heard anything on the next shipment. Its been months and ive still not gotten it. I emailed them and they said the next kit was on back order. Not what you want to have happen on only the second shipment of the build. Don't waste your money with them just read through all of the other reviews. I looked through them and thought my experience would maybe be different than everyone else's... It was not. Stay away from Eaglemoss!

Even ordering something brand new all you get is excuses why they can not ship. Can never tell you when it is going to ship. 2 years later and they are still waiting for a pin to come back in stock. They really need to shut down service to the US all together. Just get it through a 3rd party if you must have it otherwise AVOID dealing with them because they really don't care about the customer. Just take your money and give you nothing.

The company offers awesome products but I wish I never heard of them. They don't promise what they offer. They are quick to take your money but slow to ship your items. I have no clue why it takes them so long to ship. I was so pumped to do ECTO-1 build but now so disappointed in how they do things. It's like a bad relationship. Now with a partial built car I'm lost at what to do. Im a honest person and would tell you to think twice before participating in there build up programs. I would buy the 1:6 scale that's already built. I fell sorry for the customer service reps because I'm sure they are not getting the training they need. Come on Eaglemoss! Get your act together.

I saw their ad in a magazine for a subscription service to learn to knit. Every month you would get materials and instructions that would teach you to knit and then in the end you would put all the squares together and have a sampler blanket. Problem was half way threw it the decided they didn't want to do it anymore. I've spent all this money to make part of a blanket and they refuse to give me information on how to finish the other half! Don't wast your money with them.

Abysmal customer service. Placed an order with "expedited shipping", but one month, 45 minutes on the phone waiting for their customer service department, and three emails later I haven't received it. Nor have I received a response to half of my customer service inquiries. Reporting them to my credit card company.

The setting: 3 IN STOCK ITEMS that were ordered on Dec 5th.

At the time of the order, the website stated 2-3 business days for processing, and 7-10 days for standard shipping. After 6 business days of the website order status showing as processing, I emailed customer service on 12/14 for a status update. I received a generic response that my order had been sent to the warehouse for fulfillment. Unsatisfied with this response, I called customer service on 12/18. The representative informed me that my order had been sent to the warehouse on 12/7, and should have been shipped no later than 12/12. She could escalate the issue, but nothing more. Less than 4 hours later, I received an email with an Eaglemoss tracking number. Basically, an "in house" tracking number from Pitney-Bowes assigned until the actual USPS accepted the package.

On 12/21, I received an email from "escalated" customer service stating that eaglemoss had no control over shipping via USPS, and that I should have my package by 12/29. All well and good, but that didn't explain why my order sat at their warehouse for two weeks prior to being fulfilled. So much for the plan of Christmas presents!

The last update? My package allegedly arrived at a Pitney Bowes in Alanta, GA on 12/23, and left the next day on 12/24 in route to a USPS facility. As of 12/29, the USPS still has no record of it.

In summary, I wouldn't recommend eaglemoss to anyone, and in the future I'll be using a reseller or doing without. It's simply not worth the headache.

Purchased 9 items on their website on 11/7/20. Called their customer service 2 weeks later to check on my order, they could find no record of it. Called several times the next few days as well as sent numerous e-mails, they finally found my order, said it was sent to USPS, provided tracking number, to be delivered on 12/7/20. Never received it, called again on 12/14/20, they said it must have been lost, would re-ship it. Called on 12/18/20 to see if it had been re-shipped, they said they were out of stock on 4 of the 9 items and could not tell me when the rest of the order would be shipped. Working now with Paypal to cancel my order and get a refund, as Eaglemoss appears to be a completely scam operation. Do Not purchase from them!

AVOID BUYING FROM EAGLEMOSS COLLECTIBLES!

I ORDERED MORE THAN A MONTH AGO AND STILL WAITING FOR MY ORDER TO ARRIVE: Back in the beginning of November I ordered almost $400 worth of Star Trek Collectibles. The website stated expect 1 to 2 days to pick the product and free 3 day delivery. After more than half a dozen calls to Eaglemoss, I still don't have my product, no follow up from multiple escalations to Customer Service, the Fulfillment/Warehouse Teams, or a Corporate Representative. I have found the Eaglemoss's Customer Service Team are polite but offer no answers to why the lengthy delay to fulfill the order or the lack of speed of the package being given to USPS. They have a convenient fall back answer of it must be from COVID-19. Its now been a week and half since a shipping label for USPS was created. According to Eaglemoss, the package has not been given to USPS yet. They hope that the order will arrive before Christmas. They are unable to explain the lengthy delay and why other retailers are not experiencing these same issues. I am in the process of filing a complaint with the Better Business Bureau and the Attorney General's Office. I STRONGLY SUGGEST NOT ORDERING ITEMS FROM EAGLEMOSS. I would recommend other vendors off of Amazon's website. I experienced zero issues on multiple orders for similar collectibles.

After taking my order and my money they gave me a fake tracking number. I contacted their support a number of times only to be lied to each time. The USPS tracking website says "Status Not Available
The tracking number may be incorrect" weeks have gone by and no package has arrived contradicting their 5 to 7 days delivery time. It will never show up so I lost my money and they will probably keep charging me and sending nothing despite canceling my subscription. This company is a complete mess. Either a scam or completely incompetent.

I ordered a Dalek Parliament Set from the company's website, the website told us that we would receive a confirmation email on our purchase, after 24 hours we did not receive any confirmation email. So we sent an email asking them if their was a problem and where the confirmation email was, after 24 hours again no reply. We got worried that it was a scam so cancelled the order at the bank. We then notified them of our order cancellation. We did not look at reviews of this website beforehand and looking back at it we should have. This website and company is a SCAM. Do not buy from here. They do not respond to emails and are probably fake. If this does happen to be a legitimate website, please respond and explain and we might replace our order.

I started a DeLorean build. I received one shipment. 4 months later still nothing. I contacted customer service. They claimed that parts have been on back order but had no idea when they would be in stock. I cancelled my subscription because if they sent one shipment in 4 months then how the hell do they expect to complete a build that will take 18 months? Answer... they don't. Don't waste your time or money. I should have listened to all the reviews. So please listen to mine. Don't buy any builds from Eaglemoss. You will only be disappointed in the end.

I have attempted to cancel an unwanted and unauthorised subscription extention on the Build the Delorean series numerous times. I got no answer on the phone and no response to emails so I cancelled the credit card they were taking payment from and got a new one. A month later they took payment from my NEW credit card! How? So I cancelled that one and got another new card AND IT HAPPENED AGAIN! My bank keeps reversing the payments and can't understand how they are accessing my account. Don't sign up for anything with this crappy company - you'll regret it.

I ordered an item and received free shipping. A few minutes later I realized I also wanted to add another $40.00 to my order. $40.00 was not enough to get free shipping but I placed the second order because I thought they would be able to combine the two orders, ship them together and just refund me the shipping charges (if I had ordered them both in the same cart shipping would have been free for both items and this was less than 1 hour apart). I was very surprised/disappointed that after spending more than $120.00 they could not be bothered to combine the shipment and just refund me the shipping on the second order. They must not want my business. Customer Service was terrible and seemed to be reading from a cue card. Even talked to a supervisor and got the same "canned' response. They are a store and can't refund an amount on Paypal!? Seriously? I NEVER saw a store that was unable to correct small mistakes. SO... they can keep my $6.95 for shipping and they lose a long-term customer as this will be my first and LAST time buying anything from this store. It's a shame because their stuff looked nice.

Being a big fan of the Alien/Predator & Ghostbuster franchises, I have purchased many items from Eaglemoss. Obviously as is the case with collectibles, some items sell out, however the Eaglemoss website is so poorly configured, there are occasions where the website shows an item is in stock, will let you order the item(and Eaglemoss will happily take your money), only to be repeatedly let down as the item is not in stock, and you get a notification about 7 days later saying you are receiving a refund. This has happened many times in July where I have tried to order a couple of items. I tried to contact Customer Service via email and phone, with at least 8 emails explaining the problem with the site, how I am willing to help test etc. etc. And no response. In addition to that, I am subscribed to the Build a Ghostbuster vehicle and the last 3 issues have gone to the wrong address. I have contacted the Customer Service each time after the incorrect delivery and each time they have assured me the delivery address has been changed on the system where it clearly hasn't. I am very disappointed with how Eaglemoss operate, and the Customer Service is non-existant. I feel that I need to warn others prior to using this company. Which is a shame as the products are actually quite good.