ComplaintsforEaglemoss Collectibles

• Initial Complaint

  01/19/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I order the ******** **** 300SL build up kit subscription over a year ago. I haven't received parts for that kit since last January of 2021. I have spent over $500 on previous parts to build this kit, and now Eaglemoss has completely stopped shipping me parts to complete the build. I have contacted customer service many times over the phone and asked about the missing parts. I was told they are going to ship the missing parts and issues but this never happened. The parts I received and purchased in the past are useless without the rest of the kit parts. Wasted $500 without any hope to finish this build. I want a full refund of the invested money. I will hire a lwayer and *** the company if that is the only solution to resolve this issue.

• Initial Complaint

  12/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Subscription for 52 issues. Have waited three years to finish. Four issues are to be shipped each month. Last shipment was March 12 2021 account number ***********. Issues sent but out of sequence. These 52 issues come with parts to build a kit. I am missing 11 issues still. I have contacted Eaglemoss multiple times with no solution. I am willing to return everything they have sent to me at this point and would like reimbursement for all at their expense as the issues are useless unless one is able to finish the product they have committed to send.

  Customer response

  02/11/2022

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

• Initial Complaint

  12/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered a borg advent calendar when they were heaving and early Black Friday promotion on November 17th, 2021. I received a confirmation of my order in November 18th. Order number **************. The footer of the receipt states It usually takes up to 3 business day(s) to prepare an order made with EagleMoss for delivery. Once your order has been shipped, we will send you an email, which will include the shipment tracking number for your reference.It is now December 6th and my item as not been processed or shipped. Ive emailed asking for the status 3 times and they keep telling me its a processing delay but will not give specifics. I also requested that my order be canceled and they said no. The only option is to wait until I get the item and return. They also said that I will not be refunded the duty paid to bring the item into ****** and I have to pay the costs to ship the item back to the USA. They refuse to give me reason why theres an delay or why they cannot cancel and order that hasnt even been processed. They also dont me that there is nothing they can do about a processing delay. No problem taking my money but resisting to give me any options to cancel or refund is unacceptable. Am I supposed to wait another week? A month? A year? I have no need for an advent calendar this late in the month. Please help

  Customer response

  01/18/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Eaglemoss Collectibles regarding complaint ID ********.
  My order did finally arrive but they havent reached out to me about the complaint  

  Sincerely,
  
  *********************************

  
  

• Initial Complaint

  12/06/2021

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I've been waiting since 2020 or so to receive the last issues to my subscription of an ****** (Solar system) from them.I've contacted them MANY times, asking when I'll get them, but have been given few answers. I've noticed on several internet boards related to them ********** etc.), that there are MANY complaints from others. They keep blaming Covid, but I have my doubts. If it really was Covid, then HOW can they keep making and shipping new items when they can't even satisfy subscriptions?By "finish the job", I mean to send my remaining issues!

  Customer response

  01/16/2022

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

• Initial Complaint

  11/04/2021

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  RE: order number ********** on 10/23/2021.The order address was for the town of North ******, which along with my street address is automatically intercepted at the ****** *********** by **** as that is where a rural carrier makes the pickup as I live out in the mountains on the ******/North ****** border, technically in North ******, but am serviced by the ****** post office since they are much closer. Mail goes through ****** before heading off to North ******, and the ****** post office doesn't send off my mail and packages to North ****** and delivers them because they are much closer, as the other post office is on the far side of North ****** as it also serves ******************* which is on the other side of North ******. Somehow on Eaglemoss's end the town on my order got changed to ******************* which sent it to the North ****** post office, instead of being picked out by the ****** post office. Due to the fact that mail is delivered by contracted couriers and not **** staff up here in the mountains the package couldn't be redirected and I had to take time off from work and drive a half hour to the other post office to get it. I called Eaglemoss and instead of accepting the problem and making it right 3 different phone reps got defensive and were more worried about defending the company and didn't address the mistake on eaglemoss's end. I sent in photos of both the order confirmation and the shipping label that didn't match. The floor supervisor and manager refused to review the situation and said I had to wait days for a customer service rep to find it and then play email tag with them. They refused to connect me with a manger. Eaglemoss screwed up and instead of making it right they tried to blame it on me and expect me to play email tag with their reps on their timeline instead of making it right while i was on the phone with them. They outright refused to help and wanted me to jump through hoops. Very poor customer service.

• Initial Complaint

  11/02/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In September I received a email about my debit card is about to expire and called Eaglemoss to give my updated debit card information.Since then I received five additional emails about the same situation and I called them each time and I even called ********** just to see if ***** was blocking their attempt and ***** stated that they have not blocked Eaglemoss from withdrawing the amount from my account.This is beyond frustration I try to have patience and want this matter to be over and done with so the rest of the build for the Ecto -1 came be sent out and I dont want my 8 year old nephew who I going to do this build with be disappointed .Also if they were having difficulty withdrawing from my card why on October 22nd they were able to withdraw from my account/ card .

• Initial Complaint

  10/26/2021

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order with Eaglemoss on 9/8/21. After a few weeks I still had not heard anything about my order, so I contacted the **************** phone number. I was told that on 9/23 my order was "at the warehouse awaiting pickup" and should ship soon. This is a phrase I became quite familiar with, because for the next month, I was told this over and over every time I reached out to Eaglemoss. I was also frequently told by the customer service representative that they would send this to their escalations department and somebody would get back to me. Nobody ever has. Finally I gave up on the the phone and tried emailing. After several canned messages which amounted to "at the warehouse awaiting pickup", I finally got somebody to admit that some of the items were out of stock. All items were in stock 6 weeks ago when I ordered and paid via ******, but apparently that wasn't enough for them to actually hold the stock for me. Since this company clearly has an issue with managing inventory, I do not want to have to wait until all 6 items are simultaneously in stock. I've asked them repeatedly to ship a partial order now and the rest once they are back in stock, but I have yet to have this request acknowledged.

• Initial Complaint

  08/23/2021

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  There were two separate occasions I placed an order and was told after a week that the order was set to the warehouse for shipping and had to contact them a few times to find out where the order was as it was over a month with the first order and now over a week that the item was put into their queue for shipping. Their customer service representatives are rude and useless as they can only read a computer status and have no insight into the actual status of an order. They state they do not have supervision and have given a litany of excuses why things are delayed. I have worked with their UK office and have not only had no issues but they have been more then graceful and respectful. They had quickly and courteously resent anything that was received damaged or shipped to the incorrect address when their website forced an incorrect shipping address.

• Initial Complaint

  08/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This business sells collectible statues and other related items. On September 1, 2020, I placed an order containing two collectible figures. One was a pre-order. I recieved the first item and heard nothing for some time. On January 22, 2021. My bank account was charged for the preorder item. I never recieved the product. I reached out for assistance on April 4th and was told that I needed to pay for the item. Clearly showing that customer service had not read my email. I waited a little longer and reached out again in July 2021. I've been told that I was lying about the charge. I provided confirmation of the charge from my banking institution and am still being called a liar and told that I need to pay for my item. This has been going on for over a week of daily communication with no resolve. I'm starting to get really annoyed with their complete lack of ability. I've been talking basically to a wall for awhile and I need some help.

  Customer response

  09/16/2021

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

*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. ↩