Customer ReviewsforEaglemoss

What the Eaglemoss will do over for all customer that started to build your model and now, they cannot finish because Eaglemoss declared bankruptcy? I subscribed for Delorean BTTF and my last issue received 82... what can I do now??? I really want an answer from them, or send me the all issues left or my money back... The dream is over my Delorean

Products get 4 stars, but customer service makes it 1. Have you anticipated receiving an item and it arrives in a damaged box? Used to be they would provide a replacement. Then it became 15% off. Now they just say, “sorry for the inconvenience, but box damage is no longer considered for a replacement, refund, or return”. I have received damaged boxes and the shipping box is undamaged - they knew the package was damaged before they shipped it and shipped it anyway. They don't tell you you're getting a damaged box. Quite unethical. I've been told; “We are not able to replace damaged boxes due to we do not carry separate boxes”, but I have also been told “Damaged boxes need to be returned to the warehouse so we can repackage”. Which is it? Just give me a new box. They go on to tell me; “Packaging is not covered by our personal consumer reshipment policy, only the collectible”. They didn’t or couldn’t provide a copy of that policy. They did say, “Please refer to our website for a copy of terms and conditions for further information”. The terms and conditions do not cover returns. The “Returns Policy” page states; “In the event of faulty goods, please contact us with your order number and details of the damage or faulty nature of the product. If we are unable to replace your faulty item(s), then we will issue a full refund.” When I pointed this out, they told me; “This portion of the return policy specifically states the goods, therefore the damaged boxes are not eligible for a replacement or refund”. What? The box is part of the “goods” they are selling. That's a lame excuse. I researched “goods” and found; “Goods can be anything from merchandise, supplies, raw materials to already completed products. All items that are movable and are sold to a particular buyer" are goods. Bottom line is they are sending out damaged packages, they know are damaged, and not taking responsibility for that by providing "a replacement or refund", when the customer complains.

Regarding their model builds. You'll agree to a price and then they'll delay your shipments until they raise their prices. Then suddenly their in stock. As an added bonus their customer service literally cares nothing for your satisfaction.

If I could give Eaglemoss zero stars, I would. I signed up for the Ecto build when it was originally released, and for 19 issues I had relatively no problems... I haven't received an issue in 9 months. I'm now stuck with an Ecto-1 that is 19 issues deep, gathering dust and cobwebs in the office because I can't continue on with the build. The sad part is, I know some people have nearly finished this thing by now, while several of us who signed up in the beginning have hundreds of dollars wrapped up in a model that we can't complete. If I wasn't so far in, I'd have canceled months ago. I'm told my account is on backorder because of a magazine being out of stock. In 9 months, surely a backup supplier could've been sourced. How is this company still in business...?

I had ordered the Probert version of the Enterprise C and recieved the standard Ambassador Class model instead. Not what I wanted or ordered. WIll never order from them ever again.

They shipped me a part that was defective for the Back to the Future Delorean build and would not replace it free of charge, saying it was outside their 30 day window. This policy is ok for returns but they should have a more flexible policy or warranty for issues like defects. It's a model kit so I did not get to it right away and could not tell part was defective until I read directions and started to use it. It seems this is the companies direction or stance now not to stand behind the quality of their products.