ComplaintsforEaglemoss Collectibles

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  i have three subscriptions with this company ****** ******* enterprise -d form star trek they have not shipped any parts for ecto- 1 in over a year ******* and enterprise in the last month or more call the numbers but no response all ways closed would like the parts to finish the model or then can pay to return all that i have which is all most **** dollars for the three kits so far

  Customer response

  08/11/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Eaglemoss Collectibles regarding complaint ID ********.
  
  Sincerely,
  
  *******************
  

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been paying faithfully for almost 2 years. I have the highest membership you can have. Ive been paying extra for a giant glass case each issue for my ecto 1 vehicle. I have been lied to every time I contact them. They kept delaying my payment and shipment. Im 3 issues away from completion and the company goes dark. I just spoke to someone right before they went dark. I just want my parts. I dont expect a refund. I just want what I paid for.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased the ******************** Builders kit from Eaglemoss early last year. The contract was that they would ship out a portion of the model every month for a set period. All went well for several months, then the pandemic happened and supply lines were effected. For three months there were no shipments and no communication from the company. I called and all they would say is there supply lines were halted. Understandable, so I asked why they have not communicated with their customers and asked if they would keep us updated. After a couple more months of no word from them I called again and got the same answers. I asked what they was doing to find alternative suppliers but the agent did not know and could not offer a timeframe as to when shipments would resume. Fast forward after many more phone calls and emails 8 months later I noticed on my bank statement they they had charged my account for a kit. I thought great another kit is on the way. After a month of not receiving anything I called and asked why they charged my account but didnt send a kit. They said that the shipper had a problem but the charge is just pending and will not actually charge until the kit is sent. I went round and round with them that it dis charge and had to send them a screenshot of my bank statement to prove it. I get an email a few weeks later stating that they put a credit on my Eaglemoss account for future shipments. I called back and asked when I could expect a shipment. They could not tell me, so I asked what good is a credit for a product I may never receive and what good is a partial model that we may never be able to finish. This was not a cheap product, if they were able to fulfill the complete order the product would cost several thousand dollars. I have requested several times for a full refund and they have refused but yet can not give a timeline as to when We will be able to complete the model.At this point I want a full refund.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Order number ********** - placed on July 2. While company has charged my card, I have not received any confirmation about the shipping of my order or any other emails from them. Now the company's website is down and the customer service contacts are not working.

  Customer response

  08/05/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Eaglemoss Collectibles regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I subscribed to a "build a USS Enterprise D" monthly model subscription where the company sends me four "mini-kits" of the build each month over two years. I have receive 4 shipments (16 minikits) and the last shipment occurred on July 2, 2021 (just under 1 year ago). I've contacted them several times and the company has cited warehouse issues and supplier issues so I have been patient, but we are coming up on 12 months since my last "monthly subscription" was received. Recently, I called the sales department about a refund (I spoke with ******) who said I needed to contact the corporate office, but she would not give me the name or telephone number of the person to speak with, just an email address that I have written to many times over the last 12 months. I sent an email asking for a refund and heard nothing. The cost was $12.90 + $2.45 + tax per mini kit, so a total of $245.60 + Tax.

  Business response

  06/27/2022

  Hi, 

  I'm sorry that you were unhappy with your subscription. According to your account, you signed up in June 2021 and received 6 shipments from June to November 2021. Your shipments have been delayed since due to one of the next issues being unavailable. When delays occur, you are not charged until your shipments resume. 

  While it has not been 12 months as indicated in your complaint, I do understand how a 7 months hold could impact your experience with us. Over the past year, the global slow-down in international freight transport has considerably delayed stock arrival to our warehouse, leading to longer backorders. While this is outside of our control, we know it has been affecting our collectors' experience and we have been sharing updates directly with them whenever available on our dedicated customer service page: ********************************************** 

  To ensure subscribers know they may experience delays due to out of stock items before signing **, we include this information in the membership agreement that has to be reviewed and approved before an order can be submitted. This agreement also advises you that delays between shipments do not make you eligible for a full refund beyond the 30 day return window that covers each individual delivery. 

  While your items were not eligible for a return, a full refund has already been issued on your account prior to this complaint being received. . This refund was issued solely as a courtesy and does not constitute an admission of any wrongdoing on our part. 

  Do not hesitate to contact our customer service team at ************** or ****************************************** if you have any questions. 

  Sincerely, 

  ****** ********* **

• Initial Complaint

  06/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 2020, I subscribed to one of their subscription services and have been keeping up my end of the bargain, staying loyal until January *************************************************************************************************************** February and they were changing my subscription plan. I sent them an email requesing that I have my next shipment be sent to me or allow me to return the unfinished item for a full refund, both of which have been denied. They refuse to work with me for a resolution and keep providing the same response with zero aid for resolution.

  Business response

  06/13/2022

  Updates regarding out warehouse move and stock delays are regularly posted on our ******** Page. We are working to resolve the out of stock magazines. Per the terms and conditions of the model- Should your shipments experience any delays, you will not be charged until a shipment is sent (except in case of preorder). Delays in your subscription shipments do not entitle you to a full refund of your collection.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I'm a subscriber to Eaglemoss's Star Trek Starship collection. Each issue consists of a model and a magazine. They also sell issues individually in their web store.In April, I received my final missing issue, the *** Antares (issue #***), and was charged $15.96 for it (plus tax). I also bought an additional copy from the web store for $19.99 (plus tax). At the time of purchase, the product page in the web store said: "The accompanying magazine comes packed with in-depth information about your ship, how the starship was designed and an exclusive story of *****************************, who looks back on her time as Deep Space Nine's *****." However, neither copy came with the magazine.I emailed customer support asking for the magazine, and they refused. They gave me a different rationale with each email: it was out of stock, I would have to specially request one, they cant ship magazines for items that have already shipped, etc. When I pointed out that I paid for both a ship and a magazine, they asserted that the magazine was just a free item. I then pointed out the text that I quoted above and asked them where in their terms and conditions it states that the magazines are free. They then escalated my complaint to their supervisory team.A month later, a supervisor asserted that they will not be shipping magazines and that they had advised members of that via email a month ago. I never got that email, and even if I had, that would only have been relevant for the copy that I got with my subscription, not the one that I bought directly through the web store. Since I initiated my complaint, they removed the text that I quoted above and replaced it with Please note, the magazine is not included with this product.I believe that I paid for both a ship and a magazine and that Eaglemoss is defrauding me by not providing the magazine. That they changed the text in their web store demonstrates they knew that their original text meant they were selling magazines as well as ships.

  Customer response

  06/24/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Eaglemoss Collectibles regarding complaint ID ********.
  
  Sincerely,
  
  *******************
  

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I made a purchase on 2/25/22,money was taken from my account on same day. Then on 03/01/22,same amount was taken again. I contacted Eaglemoss numerous times in the month of March 2022,was told initially that my refund was processed on 03/06/22. By 03/29/22,I still had not received my refund I then contacted Eaglemoss where I was told my refund had been processed on 03/02/22. I informed them there was no activity on my account for that day or any day after in regards to the ***** owed. No response

• Initial Complaint

  02/22/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Back in June of 2021, I ordered a "top up" promotion from this company for the *****1 build up kit. This is a subscription service that send me parts for this model on a monthly basis. When I ordered this promotional offer, they send you 5 months of kits in one month for a discounted price. A month later when the shipment arrived, there was two kits missing from the shipment. I immediately notified ********************** customer service of the deficiency and they assured me that they would send the two kits to me right away. Two months later I finally got one of those missing kits. However, after numerous emails (more than 30 and counting) and a couple hours total on the phone with them getting lie after lie from them. They finally admitted that it was not in stock and that I would receive my kit as soon as they were back in stock. Meanwhile they are still taking my payments and still shipping other kits to me. Two weeks ago I spoke with their CS and was assured that I would have my missing kit (now over 6 months late) within a week. Then today I get told that it is once again "out of stock" the same lies that I was told over 6 months ago. They lie about their stock and their issues with fulfillment are beyond unacceptable. Instead of the kit number (#**) they sent me their magazine issue (#**) which covers kits #** through #**.

  Customer response

  04/04/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Eaglemoss Collectibles regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  01/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered and paid for an item from said company in early December of 2021, paid for the figurine, and have not received it yet!My account number with ********************** is ************.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩