Never received my order at all and was charged multiply times in one day and then the order never turned up.
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See what reviewers are saying
Make sure you check your parts on arrival. I save several stages to build at once and when I reported an issue where they'd applied the door logo incorrectly, they wanted to charge me another £7.99 to... See more
Company replied
I am old time fan of starship collectibles and eaglemoss is providing reach choice of some. Lately i found models not only from star trek but other s-f movies like the expanse, star gate and alien. It... See more
Company replied
Very pleased with the products well made and painted great detail fast delivery strong cardboard boxes used to keep the items safe.DPD much better with delivery now it seems . Hopefully the Doctor wh... See more
Company replied
3.4
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7K reviews
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Do Not Invest-No Shipments for 2 Months and Counting!!
We have not received any shipments for over two months and the customer services representatives have no information to provide other than there is no ETA and to check a Facebook page. There was also no notifications sent out to say there was a reason behind the delay and when I asked the rep and the manager on duty I was told Eagle Moss does not send out notifications. If there is no inventory for an item why not give the customer the option to skip that shipment and go on to the next one in stock? When I asked that, I was told there was no other options. Extremely poor customer service, poor communication. Purchasing this collection is an investment given the time it takes to build up, customer service should match that expectation. Will never buy again from this company and would never recommend.
June 13, 2022
Unprompted review
Reply from Eaglemoss
Hi Dawn,
I’m sorry that you have been experiencing delays with your subscription.
Like many companies, we have seen some longer delays with restocks over the past year due to the global slowdown in international freight transport. Because we know these delays can be frustrating for our collectors, we have been sharing any available updates via our dedicated US customer service Facebook page: https://www.facebook.com/EMCustomerServiceUSA/. We also make sure to let you know you may experience delays in our membership agreement at sign-up.
When on backorder, your next shipment remains pending and will automatically be shipped as soon as inventory is available to make sure you receive is as quickly as possible. You will only be charged once your shipment begins processing.
Because our builds are designed to be completed in order as you receive your kits and to be able to better forecast stock needs, we are unable to skip out of stock items. I’m sorry for the inconvenience.
Please do not hesitate to reach out to our customer service team to check on your shipments, or should you need any assistance with your subscription. You can contact us at 1-800-261-6898 (Monday-Saturday 7am-8pm CST) or customerservice@eaglemoss.com.
Sincerely,
Emilie
Eaglemoss US
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Make sure you check your parts..
Make sure you check your parts on arrival. I save several stages to build at once and when I reported an issue where they'd applied the door logo incorrectly, they wanted to charge me another £7.99 to send an entire stage as replacement. As if we're not spending enough already we have to pay for their mistakes if we don't report it within 28 days of dispatch (not even receipt). BEWARE
June 10, 2022
Unprompted review
Reply from Eaglemoss
Hi there,
Thanks for taking the time to write this review. As part of the terms and conditions we ask for any damages to be notified within the timeframe of 30 days. I am sure you can appreciate that this is common practice when purchasing an item either online or from any shop. There is always a time limit to return or notify of damage depending on each business's terms and conditions.
Kind regards
Arlene
Terrible service especially with their 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.
June 9, 2022
Unprompted review
Reply from Eaglemoss
Hi Drew,
I’m sorry that you were disappointed with your experience.
After reviewing your account, I can see that there were some delays due to out of stock items near the beginning of your subscription, but you have received 6 shipments since the end of April 2022 based on the customized shipment frequency you requested.
I would like to reassure you that there is no link between delays and the cost increase. Shipments are processed automatically by your account as long as the next issues are available. This change in pricing was only applied to your subscription starting with your 13th shipment, which is the shipment it was due to go into effect on if you had experienced no delays.
We welcome feedback on interactions you had with our team that you felt could use improvement. Please don’t hesitate to send us an email at customerservice@eaglemoss.com. As always, you can also reach customer service at 1-800-261-6898 (Monday-Saturday S 7am-8pm CST).
Sincerely,
Emilie
Eaglemoss US
Online Store Customer
I have never subscribed to any of their collections, but have only ordered from their online store. I have found their value, customer service, and purchase experience to be on par with most online stores. Rarely I have had a couple of snafus, but after a little persistence and calls to customer service, it usually is resolved positively.
June 7, 2022
Unprompted review
Reply from Eaglemoss
Hello,
Thanks so much for your review!
I'm happy to hear that you are happy with our overall service.
Please feel free to check out our current offers on our online shop using this link https://shop.eaglemoss.com/
We hope you carry on purchasing with us!
Kind regards,
John
Customer Service Team UK/EU
Eaglemoss LTD
prompt service great condition
May 30, 2022
Unprompted review
Reply from Eaglemoss
We really appreciate this feedback, thank you!
Its great to see you're happy with our products and service!
We have some awesome weekly offers on our Shop website to check out https://shop.eaglemoss.com/
Kind regards,
Gabor
Customer Service Team UK/EU
Eaglemoss LTD
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Great detailed model Of the Aliens Drop…
Great detailed model Of the Aliens Drop Ship at a great price. Will definitely be adding more to my collection!
May 30, 2022
Unprompted review
Reply from Eaglemoss
Thank you so much for your feedback!
Its great to hear you're happy with our products
We have lots of exciting offers on our Shop Website, feel free to check them out at https://shop.eaglemoss.com/
Kind regards,
John
Customer Service Team UK/EU
Eaglemoss LTD
Continued Poor Customer Care.
I am a Premium Subscriber to the Eaglemoss Doctor Who Figurine Collection (since day one about ten years ago) and, for myself and often for others, I regularly purchase from the online shop. Sadly, this brings many occasions of stress, due to the company's lack of consideration for their loyal customers.
The latest issue is regarding yet more broken items. I ordered three Marvel Heavyweight Spider-Man Figurines, two of which arrived broken. I emailed Eaglemoss immediately with the details and pictures as evidence as I needed replacements quickly because they were gifts. This was around five or six weeks ago. Having had no response, I emailed my dissatisfaction a few days ago. There has still been no response.
I'm in no doubt that a response will arrive once they are aware of this review. It's very stressful and frustrating that it takes steps like this to encourage a response. Eaglemoss have no consideration or respect for their loyal customers. If it wasn't for the fact that the Doctor Who Collection is due to end (if they stop continously increasing the collection, that is, despite promises) I would sever all contact with this uncaring company.
The most annoying part of this is that the figurines, when arriving in new condition, are absolutely fantastic.
Additional:
I recieved a call today from a very nice lady by the name of Arlene. She has dealt with every issue in a polite, friendly and efficient way. I expect to recieve a gift card code within 24 hours as a form of refund for the damaged items and should be fully updated with my Doctor Who figurines within 2 - 3 weeks (Bank Holiday delays in play). Overall, dealing with Arlene was a pleasant experience. I am immensely grateful to her.
May 25, 2022
Unprompted review
Reply from Eaglemoss
Hi There,
Thank you for your review.
We really appreciate you taking the time to send this.
I have had a look into your concerns in regards to your emails I see that your initial message on the 3rd May was replied to on the same day with an offer to resolve your damaged items, a further email from yourself was received by us on the 23rd which we replied immediately. Can we recommend that you check that messages don't go into your spam or junk folder. I understand that we are still awaiting a reply since we re sent the email on the 23rd so please come back to us on
+44 345 155 6387.
Kind regards,
John
Customer Service Team UK/EUEaglemoss LTD
Battlestar Galactica Collection
The Eaglemoss BSG collection is a beautiful, intricately detailed eclectic mix of models spanning the original 1978 movie series to the re-imagined 2004 reboot and the spin off Blood & Chrome. Built from diecast metal and plastic each model is a good size and weight. Definitely worth the money. The various marques of Colonial Vipers and Cylon Raiders are joined by a battle fleet of Classic and Modern Battlestars, Basestars and support ships. The collection is a must have for any BSG fan. (For the ultimate collection it would be nice to see Eaglemoss issue some special editions to complete the rag tag fugitive fleet in the form of the missing Mineral Mining ship, Gemini Freighter, Colonial Movers, Rising Star, Celestra, Ship of Lights, Eastern Alliance Cruiser and a Flat top repair ship. An IL series Lucifer and Spectre would also enhance the near perfect collection and turn it into the ultimate must have for any collector)
May 24, 2022
Unprompted review
Reply from Eaglemoss
Hi There,
Thank you for your review.
We really appreciate you taking the time to send this.
So pleased to hear you're enjoying the products.
We look forward to your future orders from us!
Kind regards,
John
Customer Service Team UK/EU
Eaglemoss LTD
Dead Planet Dalek
This Dalek arrived very quickly, and when I opened box I found it very secure and very well packed and protected. On removing the Dalek, I was delighted with it and couldn't stop looking at it because it looked very good and the craftsmanship was first class!
May 23, 2022
Unprompted review
Reply from Eaglemoss
Hi,
Thank you for your review!
I'm glad to hear that you are happy with our products and with our customer service.
Please feel free to check out our current offers on our online shop using this link https://shop.eaglemoss.com/
We hope you carry on purchasing with us!
Kind regards,
John
Customer Service Team UK/EU
Eaglemoss LTD
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I was longing for the xl issue of this ship
Great ship, very detailed as most the XL are. Not the most flashy but very sleek.
Love it!
Had a problem with the stand but the company sent me another model straight away.
Very nice and reactive customer service
Ps: note that the stand (even replaced) is still a bit wobbly. I glued the first one and I’m happier with the result.
May 22, 2022
Unprompted review
Reply from Eaglemoss
Hi There,
Thank you for your review.
I'm very happy to read that you are enjoying our products.
Kind regards,
John
Customer Service Team UK/EU
Eaglemoss LTD
What the hell is up with the Legend of Batman
I've been collecting the legend of batman but my subscription got cut off out of nowhere, if I'm not able to continue my subscription and have to restart I wont , because its just ridiculous. and don't tell me to email because it never works, I've read the other reviews.
May 19, 2022
Unprompted review
Reply from Eaglemoss
Hi there,
Thank you for your review.
Although I am glad that you are enjoying your Batman Collection, I am concerned that your Subscription experience has not risen to the same standard.
I understand that your not happy regards emailing but If you could please send me the details of your order to help@eaglemoss-service.com I will investigate what happened and offer you a resolution as soon as possible.
Kind regards,
John
Customer Service Team UK/EU
Eaglemoss LTD
Buying from Eaglemoss works two ways
Buying from Eaglemoss works two ways.
The items are always top notch. You can argue about the price, but the detail of the finished product is excellent.
However, their site is customer-unfriendly. Items are sold-out before updates are sent. The prices vary on an almost weekly basis. You might think that 10% off is great, and then the next week it's 30% off. Or buy 3 pay 2. And that is even with pre-orders or before your reserved item has been sent.
May 17, 2022
Unprompted review
Reply from Eaglemoss
Hello,
Thanks so much for your review!
I'm happy to hear that you are happy with our overall service.
As regards prices we are always looking to help our customers so please feel free to check out our current offers on our online shop using this link https://shop.eaglemoss.com/
We hope you carry on purchasing with us!
Kind regards,
John
Customer Service Team UK/EU
Eaglemoss LTD
Great Quality!
Great quality books from a great quality service - highly recommended!
May 17, 2022
Unprompted review
Reply from Eaglemoss
We really appreciate this feedback, thank you!
Its great to see you're happy with our products and service!
We have some awesome weekly offers on our Shop website to check out https://shop.eaglemoss.com/
Kind regards,
Gabor
Customer Service Team UK/EU
Eaglemoss LTD
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Really fast delivery and such great…
Really fast delivery and such great detail in all models
May 16, 2022
Unprompted review
Reply from Eaglemoss
Thank you so much for your feedback!
Its great to hear you're happy with our products
We have lots of exciting offers on our Shop Website, feel free to check them out at https://shop.eaglemoss.com/
Kind regards,
John
Customer Service Team UK/EU
Eaglemoss LTD
Uhura beams down in double quick time...
Bought a Mego Uhura figure and it was delivered next day. As the figure was only a fiver and delivery £2.45, I'm left to wonder how Eaglemoss made any kind of profit. However, I'm very glad to find a company who puts the customer above themselves. What a fantastic service.
May 16, 2022
Unprompted review
Reply from Eaglemoss
Hi There,
Thank you for your review.
I'm very happy to read that you are enjoying our products.
Kind regards,
John
Customer Service Team UK/EU
Eaglemoss LTD
Products are really worth the…
Products are really worth the investment and if you are a trek fan they have the models for you.
May 16, 2022
Unprompted review
Reply from Eaglemoss
We really appreciate this feedback, thank you!
Its great to see you're happy with our products and service!
We have some awesome weekly offers on our Shop website to check out https://shop.eaglemoss.com/
Kind regards,
Gabor
Customer Service Team UK/EU
Eaglemoss LTD
The best Sci-Fi collectables website.
The best Sci-Fi collectables website.
They have a huge selection of high quality models and ships along with next-day delivery, what's not to like? I
finally found a website where I can get the Serenity, being a big Firefly fan, that means a lot.
Great website, I like it very much.
May 16, 2022
Unprompted review
Reply from Eaglemoss
Thank you so much for your feedback!
Its great to hear you're happy with our products
We have lots of exciting offers on our Shop Website, feel free to check them out at https://shop.eaglemoss.com/
Kind regards,
John
Customer Service Team UK/EU
Eaglemoss LTD
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What a stunning model
What a stunning model! Excellent detail and a paint job to die for🤗
May 16, 2022
Unprompted review
Reply from Eaglemoss
Hi,
Thank you for your review!
I'm glad to hear that you are happy with our products and with our customer service.
Please feel free to check out our current offers on our online shop using this link https://shop.eaglemoss.com/
We hope you carry on purchasing with us!
Kind regards,
John
Customer Service Team UK/EU
Eaglemoss LTD
It's always a pleasant surprise when a…
It's always a pleasant surprise when a Eaglemoss Star Trek Starship is in my postbox... The models are ALWAYS beautifully done... Just one little problem, there is no tracking possibility and that's annoying, especially when you're working all day and have no way to stay at home for a delivery... It would be great if this possibility would be made available.
May 16, 2022
Unprompted review
Reply from Eaglemoss
Hi There,
Thank you for your review.
I'm very happy to read that you are enjoying our products.
Kind regards,
John
Customer Service Team UK/EU
Eaglemoss LTD
doctor who collection…
sadly with the doctor who collection its gone to pot back order's, customers not getting issues, 6 items now pre order, mega cyberman been on ore order 6months yet they take the money upfront
May 16, 2022
Unprompted review
Reply from Eaglemoss
Hi There,
Thank you for your review.
I’m very happy you are enjoying your purchase.
I have noted the concern you have raised and we will investigate it further and make the necessary adjustments. Your feedback is invaluable, as we are always looking for the best possible experience for all our customers.
Kind regards,
John
Customer Service Team UK/EU
Eaglemoss LTD
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