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
Average
7K reviews
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Good quality models
Good quality models, if a little more expensive after the recent price rises ... sadly it will reduce the number I can buy, but the quality is important and they supply great items.
April 12, 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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Eaglemss great as always you dot have…
Eaglemss great as always you dot have to worry about quailty because there there the best there is
April 12, 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,
Holly
Customer Service Team UK/EU
Eaglemoss LTD
Razorback ~ another impressive model from The Expanse
This transaction for the Razorback from ‘The Expanse’ was a good one & rates 5*. The Razorback itself is flawless & is very impressively realised. An XL version will doubtless appear shortly as they did with the almost equally impressive Rocinante. Just a shame that unlike e.g. the Star Trek range, there’s no booklet with this collection.
Postal packaging was to the usual high standard with plenty of airbags & the actual product sits securely in the standard Eaglemoss polystyrene tray. Frankly, there’s little Eaglemoss could do in practicality to protect the contents any better for delivery, although I have had several instances of the model being defective ~ and it must have been that way when it was put in the box, which is somewhat irritating.
If I were to criticise Eaglemoss anywhere, it’s the customer service email response. This ~ from multiple experiences ~ is not addressed promptly enough. I’ve had several instances where even when actioned it’s obvious that my email has not been read through properly resulting in my concern or complaint going unaddressed, requiring further communication. My current record for unanswered emails is about three months ~ including further emails chasing them up ~ & that’s just plain unacceptable.
If the Eaglemoss after-sales service was operated as quickly & effectively as the sales & despatch are handled, they’d be almost unbeatable.
April 11, 2022
Unprompted review
Reply from Eaglemoss
Hi David,
Thank you for your review!
I'm glad to hear that you are happy with our products and I thank you for the feedback provided in regard to our customer service team. I am sorry to hear that some of the emails you have sent to us have not resolved your problem from the first contact, which is something we are working to do wherever possible.
Looking at the history of contact I can see that we have replied to all emails received from yourself, but 3 which where closed with no answer. This is either because the subject of the email was addressed in a similar email or via our messaging centre on Facebook.
I can indeed see an email where your question about the Dr. Who collection was missed, and only replied to when you kindly pointed out this omission. The original reply came from a newer member of the team, in training at the time. Please rest assured that excellent customer service is at the heart of everything we are doing, and our quality control is thorough and any findings are being fed back to the agents in order to coach, teach and improve their approach.
I am confident that you will notice an improvement going forward
We hope you carry on purchasing with us!
Kind regards,
Mike
Team Manager
Customer Service Team UK/EU
Eaglemoss LTD
Hilarious!
Hilarious!! I have several requests for feedback. Yet my email identifying damage and poor workmanship to one of the items I bought has been ignored. As a result I’ve had to gift the item in condition it was sent. Obviously very happy to take my money but not in rectifying issues. Won’t be using them again and I’d strongly recommend you think twice before you do.
April 6, 2022
Unprompted review
Reply from Eaglemoss
Hi James,
Thank you for taking the time to write this review.
I can assure you that we are not ignoring any messages from our customers, and we are aiming to resolve any problems as swiftly as possible.
I am sorry to hear that you have received a damaged item. Depending on when you have notified us that you have received a damaged item, we are aiming to reply to all emails within 48 hours.
However, if you could send me a picture of the damage, together with the delivery note for your order at help@eaglemoss-service.com, I will be happy to look into this for you to resolve the situation.
Kind regards
Mike
I am very happy with my figure
I am very happy with my figure , its just a lot bigger than I thought it would be , may be have the size in inchs as well ? ( for us older customers) Thanks Martin
April 6, 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,
Holly
Customer Service Team UK/EU
Eaglemoss LTD
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Great offers and speedy delivery
Great offers and speedy delivery. Disappointed with the size of the consoles - thought at that original price they would have been bigger
April 6, 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,
Holly
Customer Service Team UK/EU
Eaglemoss LTD
Very poor customer care after service…
27 items ordered and 5 of them received damaged. Spoke to customer care and was advised to send them an email with pictures of the damage. 72 hours have now passed and hav’nt received a reply to my email . Very poor customer service
April 5, 2022
Unprompted review
Reply from Eaglemoss
Hi Tim,
Thank you for taking the time to write this review. I have run a search through the contact history and I couldn't find an email under your name. However,if you could send me the details of this order to help@eaglemoss-service.com I will look into this and resolve the situation.
Kind regards
Mike
Rubbish
Rubbish, you still haven't contacted about the other order where one of the figures was damaged so yes a bad review again!
April 5, 2022
Unprompted review
Reply from Eaglemoss
Hi Caroline,
Thank you for taking the time to write this review.
I am sorry to hear that you have received a damaged figurine. If you could please send me the details, including a picture of the damage to help@eaglemoss-service.com, I will help you resolve the the issue.
Kind regards
Mike
Beautiful model with high level of…
Beautiful model with high level of details. The item however arrived with crushed parcel box, so severe that it went all the way and damaged the model package. Luckily the model itself has no visible damage. It’s a shame because the design of the model box is so good that any collector will want to keep it.
April 5, 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,
Holly
Customer Service Team UK/EU
Eaglemoss LTD
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all models are very good and they…
all models are very good and they allways arrive on time and placed in a place easy to collect
April 5, 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,
Holly
Customer Service Team UK/EU
Eaglemoss LTD
Damaged order again
Ordered 11 different items over the last 2 years,good products but 5 have turned up damaged, packaging is ok so must be broken when item being put in.Items -cylon figure 2 fingers snapped ,battle star viper stand broken, Harry Potter figure snapped off stand, alien warrior tail snapped off( wife did complain and new 1 sent) and today space 1999 eagle with rocket thruster snapped off:They all can be fixed with a bit of glue but for the price they are a bit more care is needed packing them
April 4, 2022
Unprompted review
Reply from Eaglemoss
Hi A moon,
Thank you for taking the time to write this review.
I am sorry to hear that you have received some damaged items. If you could please send me the details of the recent orders placed and received within the last 30 days, so we can offer a solution for the problem.
When you receive a new order, please let us know as soon as you discover an issue - within 30 days from delivery, so we can either offer a replacement or a partial refund if you think it can be fixed with a bit of glue.
Please send me some pictures of the damages, next to the delivery note for that order to help@eaglemoss-service.com, so we can discuss a solution.
Kind regards
Mike
The models are all of excellent quality…
The models are all of excellent quality with a lot of choice and quick delivery. I also buy other items from their vast selection. Delivery is always reliable.
April 4, 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,
Holly
Customer Service Team UK/EU
Eaglemoss LTD
Great quality items
Great quality items. Brilliant fast delivery. Great communication.
Overall, a great company. 5 out of 5 stars.
⭐⭐⭐⭐⭐
April 4, 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,
Holly
Customer Service Team UK/EU
Eaglemoss LTD
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Just some extra delay as the Post…
Just some extra delay as the Post office did not tell me a package was waiting for me. You did their job perfectly by giving me the right information.
Batman's Tumbler is just great (fine details).
April 4, 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,
Holly
Customer Service Team UK/EU
Eaglemoss LTD
Nice but could handle delivery better
The products are nice but please send a notification when they are actually shipped out. Another problem is that the phone number apparently isn't given to the mail company and causes trouble upon delivery.
I ordered 3 times and had the same issue on each of them.
Other than that its pretty good, support is useful and solves issues quick enough.
April 4, 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,
Holly
Customer Service Team UK/EU
Eaglemoss LTD
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,
Holly
Customer Service Team UK/EU
Eaglemoss LTD
Frustratingly close to perfection.
I’ve been a customer for a long time. I love the Star Trek collection. After a few years of collecting the regular issues, I decided to solely collect the XL versions.
Whilst the models are an impressive size and great quality, I am frustrated with the window alignment issue. This has been an issue since the initial release of the XL’s, and many people have complained, but the issue continues. I’d like to know why?
Also, my latest purchase (The USS Prometheus) doesn’t fit in the stand. It keeps sliding out so I can’t display it. I’ve paid £60 for this model, so I’d at least like to display it in my collection.
These models are almost perfect, but not quite there yet. Please review your quality control.
April 4, 2022
Unprompted review
Reply from Eaglemoss
Hi Stevie,
Thanks for taking the time to write this review.
I am sorry to hear that the quality of some of the models are not what you were looking for. The models are hand painted, therefore some minor imperfections can occur.
When you receive a new order, before breaking the seal and taking the item out of the box, as much as possible check if you are happy with the quality of the model. If not much can be assessed without actually opening the box, and if you noticed that something is not up to par, please write to us, including a picture of the problem, so we can send you a replacement, or look for a different solution.
The stand for the Prometheus ship should hold the ship as far as I can see on the model we have at the office. I needed to push the ship a bit, so the stand sits properly on the saucer, and it worked.
If this is still not working, please send me the order details to help@eaglemoss-service.com so I can look for a solution for you.
Kind regards
Mike
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Eaglemoss collectables…
I discovered Eaglemoss collectables late last year and have been an avid fan ever since. My collection has expanded considerably and I have yet to have an issue. Everything arrives extremely well packaged and apart from the delivery times, which for Europe, is a tad longer than normal, I have to say that I am extremely pleased so far. I just have to try and spend less.
April 4, 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,
Holly
Customer Service Team UK/EU
Eaglemoss LTD
Reply from Eaglemoss
Hi There,
Thank you for your review.
I'm very happy to read that you are enjoying our products.
Kind regards,
Holly
Customer Service Team UK/EU
Eaglemoss LTD
Quick 24 hour delivery as always
Quick 24 hour delivery as always. Nailed it once again. Quality is as good as ever on all 3 of the ship plaques - NX01, Shenzhou and Discovery. Great bargains in the sale. Also super quick when I had a question via FB messenger. Top as always EM!
April 4, 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,
Holly
Customer Service Team UK/EU
Eaglemoss LTD
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