Customer ReviewsforSchleich USA Inc.

I placed an order that had auto-entered the wrong delivery address. I attempted to correct it immediately after I placed it. I had a hard time getting to a person to talk to, who told me that its too late to fix & said cancelling the order was not allowed. I was given mis-information about how to change delivery address once I got a ***** Tracking number. So, I was unable to change it once it shipped because I didnt ship it, Schleich did. I sent an email to customer support for an explanation of why I was given wrong information or why I was unable to cancel. The only remedy I get is that if they get the package back, then I get a refund. It doesnt matter that I want the Lunar Dragon or that I paid for shipping, but there are no protections or protocols in place for me to be able to control where the package is shipped. The fact that the delivery address was auto filled on their website, I cant believe that I am the first person this has happened to. To send an order immediately to shipping as I was told, too get orders out faster, to where a customer cannot alter it, is not good customer service or quality control. I have ordered recently, from them, & the experience was great! That being said, because I am in the system to ship to my home, how did another address end up on the order?

I ordered a toy set for a Christmas present on November 29th, 2022. I live in a rural area and consistently have trouble getting ***** deliveries, often the packages never come. So when the shipping tracking information repeatedly said "Out for delivery" every morning and "Delayed" every evening, starting December 3rd, 2022, and continuing until December 12th, 2022 I tried to call Schleich. Calling the number I was unable to get through to anyone. If you leave a message they do not call back. I sent multiple emails using the contact information provided on their website and still to this day (January 10th, 2023) have not received a response. The only way I was able to talk to someone was by asking for a call back using the automated system. Which was inconvenient considering I had to calculate my time so my child didn't overhear the conversation and know about the surprise Christmas present. When I did finally speak to someone, the representative was very rude and they didn't care at all for my plea for help. I explained the situation with ***** deliveries and I asked if there was any way they could contact ***** and try to get a resolution so I could at least get a refund. The person stated that it wasn't their problem since it was in transit and that they would not give a refund unless I sent the item back. I was stuck without any options and the complete lack of empathy from the person is really what made it feel worse. I understand they don't want to lose their money, but they were completely unwilling to help in any way. I was able to contact ***** and the Director of the facility that lost my package. Once it was located I set up a return with Schleich because I no longer wanted the item. I set up a call back so to speak to a person and they assured me I'd receive a refund after the item was returned. They received the package December 19th, 2022. As of today they still have not refunded me for the item and I had to file a claim with my bank.