Eaglemoss
Reviews and Complaints

Wow this company has the worst customer service ever. The products are great but if you have a problem you are SOL. They will charge you for stuff you already cancelled and tell you it's your fault they have your wrong account number on their emails. I have never had such a bad experience in customer service any where! I dread having to call cause I know it's gonna be a fight every time!

Horrible customer service. Get lied to about when parts will ship. Dummy shipment confirmation emails without real shipment tracking. USPS tracking info is stuck at Status Not Known/Confirmed/Updated, etc.

Wish I had found these reviews before buying from them in the USA. Apparently, they are way better in the UK.

Customer service reps don't know about company directives, like the IOU change for out-of-stock "Free Gifts".

Decided to cancel my subscription and was told they have a 30 day return policy. The kits haven't even been opened and put together. There's over a hundred kits and there's only a 30 day return policy.

Eaglemoss

I was super excited to subscribe to the wizarding alley monthly subscription. I should have read the reviews first, because my story is practically a replica of everyone else's. I received no information for weeks, so after 3 weeks I contacted them to find out when I would receive my first shipment (the site says the first shipment will be 21 days from payment.) They said it was on back order and they didn't have an ETA. I gave it another week, but after 4 weeks and no proactive updates, I've decided to cancel. They make you call in to do so. The rep I spoke to didn't even ask why I was cancelling. Ironically, they offered to make the time between shipments longer.

I also want to mention how terrible their email support is. It takes multiple emails to get all the information you need. In fact, I had to ask the same question in 3 emails because they kept ignoring it (I had asked if they had other wizarding alleys available to subscribe to.) After the third time, they just didn't respond back at all. I'm not sure why their support team thinks it's okay to ignore their customer's questions. That's about as terrible support as you can get.

As an avid Harry Potter collector and online shopper, my strong recommendation is to avoid this company. They should not be selling products that they don't have in stock and have no idea when they will. Their support team needs to learn proper customer service. As a whole, they need to get their act together.

Original subscribed but then decided to cancel.Still got charged and had issues sent to me.I returned them as instructed too and they said I would be refunded within 5 to 7 working days.That refund failed so they said they would do it manually and it would take another 5 working days.Well that has past now and it's currently another 4 working days.I was in contact with them via facebook messenger but now I'm being ignored on that too.Please, if your thinking of subscribing to any partwork from them don't.I have a friend building and they just won't take payment from him since december, terrible company.

I joined Eaglemoss' Nissan GTR build in November and thus far received 2 shipments. No one can tell me where my orders are except for "it's in the mail"

I don't seem to experience any other carriers having these kind of delays.

Quickly loosing my faith in what was suppose to be a fun project.

I have called and emailed several times with no resolution to date except for an email stating my order may have gotten lost in the mail.

There seems to be way to many complaints of customers having eaglemoss shipping problems.

I'm needing issue 19, but all I ever get from them is that it's "Out of Stock". I've been waiting since November 2020 to get it. Can't finish without it.

Need help! This is completely ridiculous! Used to like them, but now I'm not so sure. Don't want to quit it since I'm so close to finishing. I'm up to around issue 40 or so.

Would also like them to step up and find out what's wrong and fix the problem!

I sent Eaglemoss a check in October 2019 and waited patiently for my introductory kit of yarn, knitting needles and magazines. At the end of November, I contacted them about the whereabouts of my order. They claimed to know nothing about it. Fast forward to December 5th, 2019, I received an email confirmation stating that I should receive the order 21 days from the date of shipment. I assumed the email was a confirmation of shipment. I was wrong. I just called them today, January 3rd, 2020, and was told the package was sent out on the 27th of December, 2019, and that I should be receiving an email with tracking and an estimated delivery date. What I want to know is whether this is a scam or just a very poorly run business.

Ordered online 27/7/2019 several figurines from their website (order # EM108438). It took nearly 6 weeks and several emails to find out what had happened to my order, on each occasion I was told it was "being Packed" eventually I received my order on 13/9/2019 (Inv AZCU006841) but had 2 items missing, I have now been trying to find out where these back ordered items are, I have had 3 separate emails from 3 different people at Eaglemoss customer service (Joshua, Michael & Brook) all indicating they were working on the problem (emails sent 9/10, 11/10 & 20/10/2019). It is now 4/11/2019 and I have still had no response to emails requesting when will the back order be delivered. I want a refund I will never order from this company again.

I live in Australia and bought the magazine from a local Post Office each week/fortnight which means I have no official customer number or whatever they call it. I built it according to the instructions but basically It's a paperweight. Doesn't do what it's supposed to do.
It's coming up for 4 years that I've had this problem and can't get any help other than feeble promises that they will get back to me etc. I was promised a working one a year ago, but they told me to send my non-functional one back - the address they gave didn't accept deliveries and so it got returned to me. I can't get money back from Eaglemoss or the Post Office either now as it's now been so long.
They promised to refund me the postage cost as well, but that never materialised either.
I require a full refund under law.

Gareth Butler

My name is Linda Duncan 1 Dunnet Place Greenock Inverclyde Scotland PA16 0 ZF. linda.[protected]@btinternet.com I ordered Knit &Stitch magazine in June expecting to get it at least in a couple of weeks wrong. I have repeatedly contact customer service regarding my subscription getting told going to get it next week doesn't arrive, I've been told that many lies as when to expect this magazine. The money has been taken but up until today 12/8/2019 I don't have any goods . I keep getting told different dates, I'm just now really fed up with the whole situation . You would actually think your company doesn't want to sell anything. I did read some reviews not favourable I should have known then .The tv commercial makes it look so easy but it's just false advertising . I would like for someone anyone in this company to be able to tell when I can expect to receive this magazine without lying to me I hope I hear from you in the very near future with good news. Thank you Linda Duncan

Have been trying to join since March. Keep getting the runaround. They have take money and no products. Everything on their site is a lie. They state 12-14 days for deliveries. It doesn't happen. I have been on the phone and emailing since March. They take your money no product and tell you lies on whats happening. I have written proof of thier lies in email. Just weak excuses and lies where nothing happens. Their customer service person Michael is full of [censored] and lies. Don't bother and don't trust this site at all. Bad service constant lying and thiefs who steal your money

I subscribed to a 3D Printer from Bissett Magazine who are no longer operating. I was sent a faulty printer and no one will assist me to getting a refund of this printer. I have been emailing since April this year and I have been getting the run around since then. I have been onto the ACCC in Australia and also Fair Trading in Australia which has put me onto another company about overseas companies. I would like to get this resolved as I cannot use this printer. The original one had to be sent back to Bissett Magazines in Australia who then sent me a faulty printer. They shut their business and I can no longer contact them. I know the printers are from Eaglemoss UK as I have contact details in the magazines.

I subscribed to this collection on 4 March 2019, I got a subscription confirmation email on 5 March 2019. I sent an email on 30 March because I had heard nothing back or hadn't received anything, I was told that all issues were processed on 18 March and should be with me soon and if they didn't arrive by 8 April then I should contact them again, nothing arrived so I sent another email on 8 April. Funily enough I received a dispatch confirmation email on 10 April and received my items a week later which makes me think that nothing had been processed before this.

I didn't receive my 2nd delivery until 3 June which considering that I subscribed on 4 March (a full 3 months later) amazes me at how slow these are processed especially having to fight to get my first shipment. My second delivery however is where the real problems lie. The second delivery had the exact same items that I received in the first delivery. I contacted eaglemoss by email on 3 June detailing the mistake and they told me to keep the books and they would dispatch the correct items. No timeframe was ever given for this, I was just told my next order would be issues 4 and 5 which I already knew so this told me nothing. I had to send another email in reply to this to ask when I would receive these and the reply i got back was that they were on order and would be sent out as quickly as possible, this was on 6 June. I again replied to this email asking for clarification on when they would be sent out and I got another nothing reply (11 June) saying they would be sent out on next despatch date and would be with me shortly, nobody would actually give me any information or details, my problem was not getting rectified quickly at all.

So onto 27 June 2019 and I had to send yet another email asking when these would be sent out as i had heard nothing back or received anything. On 1 July I was now being told that these issues would be sent out in next month's order, whenever that would be I had no idea. So I replied yet again asking for clarification that if this meant I had to wait yet another month for my next delivery. I was rest assured that I had only paid up to my second delivery which was besides the point, I subscribed for a reason, I wanted the issues.

After another email from me on 1 July asking just what the hell was going on I got an actual answer telling me the issues would be processed on 8 July and that my problem would be passed onto senior members of staff to look into this for me, I don't expect to hear the outcome of their findings!

11 July I sent yet another email asking if these had been dispatched as I hadn't received confirmation and I received a reply saying they were on their way, it is now 17 July (over 2 months since payment for this second delivery was taken from my bank account) and I am waiting on these issues, hopefully they show up in next few days.

The customer service is severely lacking, no answers, no urgency to resolve a problem, delivery seems to take way too long to arrive after a payment is taken.

I communicated through email to have a written record, this was tedious as it would take up to 2 days for them to reply then I would get a nothing answer.

I have bought collections from you before. And was subscribed to the Build your Own Solar System collection. I never received part 41. You just decided to leave that one out. I have been messaging the Facebook team since last October asking about what is going to happen. It does not work without it. That part includes Pluto so it's pretty useless without one part. They keep replying with 'I will get in touch with the team and get back to you' and they never get back to me. I want a refund. I will send all the parts back. But it was very expensive and it's useless without the part that you are obviously not getting in. So I want my money back. I have never had this sort of customer service before. Over a year of asking for either my money or the part. Do something about this or I will take it further. Its alot of money that I dont have to use on something that does not work.

My email is allyce.[protected]@hotmail.com

What a disgrace of a company! My partner has now waited months for issues owed to him for the back to the future car.. They keep lying every time we call saying it is shipped out but cannot give a tracking number or can we ever speak to a manager! Worst most unprofessional company all they do is lie to customers. Was told the issues owed would be sent out 2 weeks ago, once again had to email them of course as god forbid they could have a manager call to sort this mess out and once again told oh no sorry they are on hold until we get it sorted with suppliers! If anyone has taken legal action please let me know as I am happy to sue to lot out of this company.

absolute scam of a company.

I live in Victoria Australia.

I ordered the small K-9 figurine with magazine but never received the magazine.After complaining to Paypal Eaglemoss sent me another K-9 figure but again no magazine. I complained further but Paypal requested I send the K-9 figure back. The issue here is that the first K-9 figures came from their depot in Sydney. They want me to send the figure back to the UK costing me $50 in postage for a $28 refund. HUH? And also I dont want to send the figure back what I want is the magazine which I paid for off the Eaglemoss Australia website. The second figure they sent me is their problem.

Issue 2
I purchased the Battlestar Galactica Viper MK1
No item received, I am now going through a chargeback with the ANZ bank in Australia to recover my funds. I have formally complained to the ACCC in Australia and the ANZ fraud team is currently investigating Eaglemoss Australia (helps that my wife was a former legal team member at the ANZ and was able to put me directly in contact with the ANZ fraud team)

So I currently have 2 unresolved issues with Eaglemoss but they really do not give a toss once they have your money.

My advice to anyone dealing with Eaglemoss is DO NOT.
This company is nothing but a scam.

Best regards
Dayle

Funds have been taken illegally from my bank account3/12/18 from eagle moss without prior notification/ authorisation, 3 years after the subscription was stopped due to bisset failing to provide a service(no goods received). A complaint was made to australian ombudsman for malpractice and ordered to cancel the subscription and all details for me to be removed.
After 3 years, eaglemoss helped themselves to my bank account taking funds and placing my bank overdrawn.
Spoken with multiple members of the "Eaglemoss" customer service team- michael advised refund would be processed within 2-5 business days. On day 5 luke has advised that no refund has been recorded.

Luke has advised: he works for CCA international (couldnt tell me what CCA stood for), db factory on the bottom of all emails received state db factory luke advised this was an old company name, emails signatures therefore out of dat and misrepresentation of company.
Luke advised that mischa was sat next to him but could not take headset off his head and give to mischa because of company policy.
Luke could not provide me with an email whilst on the phone because his system isnt capable of this
Luke could not escalate the call and claimed he was the most senior person on the floor.
Luke claimed they would investigate why i received written confirmation of a refund when the company was unable to process the refund to the same bank details used to take funds.

I highly believe this company has no regards for consumer rights/ data protection act or customer service.

I have had to send multiple emails to multiple emaill addresses that change every day. They make promises that never come to fruition!

I have so far requested a call back from management on 4 seperate occassions. Each time advised a call back would happen within 24-48 hours. 5 days after my initial request i am still yet to receive a call back promised in writing.

Re account no [protected]

I have been charged twice in November but received nothing. I reinstated my payment on 27/10/2018 and advised of my updated address. I was sent an email on 31/10 advising the package was being sent to my old address so contacted Eaglemoss and was advised you have my updated address on the system and the package would be resent. I received nothing despite chasing several times.

I received an email about the next order being sent to the correct address on 24/11 at which point I requested cancellation after that order. I was billed on 27/11 and haven't received that parcel either.

I have now sent 5 emails requesting a refund and have been completely ignored. I find the customer service horrendous and would like to complain about the poor service I have received and a full refund along with compensation for you drawing money from my account and holding that money without delivering the service promised.

Subscription to the build is: subscribe £35.96 a month to receive 4 issues of a part build over a 2 year process. I signed up to the delorean model build in 2017, I had to cancel for reasons, for 4 months. I resubscribed in april 2018 to continue and complete the build and its been an absolute mess since! They took a direct payment out in april then skipped 3 months and charged my account over £100, all in one go without warning. I had missing issues, 60, 61 and issue 66. Which were available on their online store. I emailed in sept, I received a reply from a jake stating I needed to pay an outstanding balance to receive my missing issues (that I had already paid for) and the months I missed out on. Since then, ive been told to allow 21 days to deliver time and time again. I have received very little. I'm still missing the same issues which are important to carry out the build. I emailed customer care from sept-oct and my complaints was falling on deaf ears, stating, they will be sent out and please allow 21 days. I was then encouraged to pay for the outstanding months I had taken a break from to catch up, which I did in oct 11th. As of the 20th of nov, I am still waiting on missing issues and more issue, which have yet to come. This is a huge problem, which a lot more customers are experiencing the same problem. All eaglemoss tend to do or say is please allow 21 days for delivery. Customer care has labelled my complaint as resolved but it still isn't resolved. I would like my issues I paid for and more honesty. Eaglemoss will now be charging customers 6 issues a month, again changing their charges for good not received!