Hachette Partworks’s earns a 1.2-star rating from 17 reviews, showing that the majority of collectors are dissatisfied with collectibles and publications.
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Nightmare company - avoid avoid avoid
Nightmare company - AVOIDS AVOID AVOID
One of the worst companies I have ever dealt with.
Company delivered 94 or 100 book series, despite paying over Direct debit they cancelled the subscription and failed to fulfill the full contract. Left with £940 out of pocket and collection now worth half that.
Refuse to call customers and take over a week to reply to emails, when they do they pretty much laugh at your issues and act in a derisory condescending manner.
Recommendation: One of the most stressful and painful ordeals or my life... wish I never heard of this firm and would recommend anyone tempted to stay away and don't spend your money here, YOU WILL BE DISSAPOINTED!
Hachette Partworks Complaints 16
Titanic build
I have been collecting the titanic build and an up to issue 88 that I got in November a payment was taken in December but I didn’t get the issues 89 90 91 92 and haven’t had any since I have spent over £1000 so far and want to continue with the collection to build the titanic I have tried two email address's and they were both sent back to me u delivered my subscription number is [protected] the last issues I received were on invoice [protected]
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Packaging for subscriptions
The expensive Disney collection is being sent in a plastic bag and the booklets are all damaged. 19 out of 26 issues are in a bad state.
Called the company and one young lady said I can't talk to no one as I don't have numbers to contact them. She said she didn't even know who was MD. The young lady has to go to her manager to pass anything on.
The young lady said can you send photos in so we can replace them but that doesn't fix the issue.
THIS NEXT PART IS AN EMAIL I HAVE RECEIVED FROM THE COMPANY.
Thank you for your email
I am sorry about this, unfortunately this is how our issues are packaged we only sent them in a box when there ins a binder of gift included, your feedback is appreciated, and I have forwarded this on to my manager for you as well.
Sorry for any inconvenience caused but if you did need anything else at all, please don't hesitate to contact us, and we'll do our best to help!
Kind regards
Spencer
We kindly request that you respond within two workings days from receiving this email, this will help us to provide a quick solution to your inquiry.
Customer Experience Department
Data Base Factory - Unit 4 Pullman Business Park, Ringwood BH24 1HD
THIS IS THE CONTINUED ANSWERS FROM THEM NOW SAYING IT ROYAL MAIL FAULT. ALL THEY NEED TO DO IS PUT A PIECE OF CARDBOARD TO HELP REDUCE DAMAGE. I HAVE OFFERED TO PAY FOR BETTER PACKAGING OR FOR THEM TO SEND 3 MONTHS AT A TIME SO THEN THEY WILL USE A BOX. THEY SAY CONTACT BIT YOU GET DIFFERENT ANSWERS. NO RESPONSE FROM DISTRIBUTION MANAGER.
Thank you for your patience on this.
We can only suggest that you takes this up with Royal Mail, as unfortunately we have no control over how they handle your parcels.
We are able to replace any damaged parts, but you will need to discuss the problems you are facing directly with Royal Mail.
Alternatively you could collect via a local newsagent if the deliveries are not meeting your expectations.
Please let me know if there is anything else I can do for you in the meantime.
Kind regards,
Emily
Thank you for your email.
Once again we’re sorry to hear you’re disappointed. We use this packaging in order to provide a free monthly delivery for all subscribers. We do ensure that the parts are securely packaged as this is the main focus of the collection – the magazine being secondary. Customers are under no obligation to subscribe, and issues are readily available at your local newsagents. We will take all of your feedback on board and make sure it is passed onto the warehouse and logistics team, so they can bear it in mind when choosing packaging.
Kind regards,
Emily
My response:
I have spent 3 hrs today going round different newsagents etc and they said they cannot guarantee either as have same issue with packaging and damage to magazines. They also said they agree with us that magazine is important and why bother with binders if magazine irrelevant or secondary. 2 out of the 6 i visited said they had lost customers due to state of packaging and also 4 of them said people get bored of waiting to start building it. Those customers said children don't want to wait 2 yrs to see it. They said 1 room completion at a time would of kept them buying it. They said same about stobart. The magazines in Disney are just as important as they have poster options. I don't think they will be too happy with saying magazines being secondary as all should be as important.
THE RESPONSE I RECEIVED
Thank you for your email.
We would like to reassure you that we understand your concerns and have taken them into consideration, and they have been passed to the warehouse team with regard to ensuring as little damage as possible for all customers. Given that you have been unsatisfied with the issues received, we would recommend purchasing via your local newsagents. While they will also be unable to guarantee that every issue will arrive without slight bending as this is due to the delivery, you will then be able to make a decision whether to take that copy or purchase individual issues via our e-shop.
The magazine is by no means irrelevant, and our officially licensed Disney Dolls’ House collection magazines are designed in nature to be take apart for your binder. In the meantime, we suggest placing a heavy item on top of any magazine you feel has become slightly curved in transit, as this will flatten out the pages.
Kind regards,
Emily
Once again we’re sorry to hear you’re disappointed. We use this packaging in order to provide a free monthly delivery for all subscribers. We do ensure that the parts are securely packaged as this is the main focus of the collection – the magazine being secondary. Customers are under no obligation to subscribe, and issues are readily available at your local newsagents. We will take all of your feedback on board and make sure it is passed onto the warehouse and logistics team, so they can bear it in mind when choosing packaging.
Kind regards,
Emily
Thank you for your patience on this.
We can only suggest that you takes this up with Royal Mail, as unfortunately we have no control over how they handle your parcels.
We are able to replace any damaged parts, but you will need to discuss the problems you are facing directly with Royal Mail.
Alternatively you could collect via a local newsagent if the deliveries are not meeting your expectations.
Please let me know if there is anything else I can do for you in the meantime.
Kind regards,
Emily
Thank you for your email
I am sorry about this, unfortunately this is how our issues are packaged we only sent them in a box when there ins a binder of gift included, your feedback is appreciated, and I have forwarded this on to my manager for you as well.
Sorry for any inconvenience caused but if you did need anything else at all, please don't hesitate to contact us, and we'll do our best to help!
Kind regards
Spencer
I HAVE NOW BEEN TOLD BASICALLY AFTER NUMEROUS PARTS TO GO BUY IT AT A SHOP AND IF I CANT FIND ANY THAT ARE NOT DAMAGED THEN BUY FROM THEIR SHOP.
I PAY FOR EXTRA FREEBIES SO I WILL LOOSE OUT AS CANT HAVE THOSE AND ALSO BINDERS ETC SOME BITS ARE FREE IF START FROM #1.
ONE RESPONSE TOLD ME TO IRON THEM.
Desired outcome: Packaging to improve or reason as to why they won't. They use plastic, so surely cardboard is better.As part of buying a product it should be in a reasonable condition and some are definitely not.
Hachette Printworks Imperium
Subscribed to this magazine back in 2020 but apparently they were not released until late 2021. Deliveries were problematic at first and then non-existent once we moved home. Wrote to Hachette via email and instructed them to cancel, received a response confirming the cancellation, which i snapshotted for my records.
Fast forward a few months, Hachette write asking for money for subscriptions i havent received. I contact them explaining the cancellation earlier in 2022. They apologize and confirm the cancellation and even offer a refund (Which i didnt request). However the refund was not to be, next person to email me says they cannot authorise refund, they ask for copy of the refund email, i send them the screenshot of their own email and apparently thats not enough.
These guys are a total waste of space.
Desired outcome: Refund and cancellation
Is Hachette Partworks Legit?
Hachette Partworks earns a trustworthiness rating of 91%
Highly recommended, but caution will not hurt.
We found clear and detailed contact information for Hachette Partworks. The company provides a physical address, 5 phone numbers, and email, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.
Hachettepartworks.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.
Hachettepartworks.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.
Hachette Partworks as a website that uses an external review system. While this can provide valuable feedback and insights, it's important to carefully evaluate the source of the reviews and take them with a grain of salt.
Several positive reviews for Hachette Partworks have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.
We looked up Hachette Partworks and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information
However ComplaintsBoard has detected that:
- While Hachette Partworks has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 6% of 16 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
- Hachette Partworks protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
Charge on my bank account
I ordered a book from Hachette Partworks. The website stated I would only need to pay the £2.99 for the postage for my first book. I made a payment of £2.99 on 9th May.
Today (27 June), Hachette Partworks have taken £12.99 from my bank account. I did not receive any emails stating there will be a £12.99 charge for the first book which is supposed to be free.
I have checked my bank account and cannot see a direct debit on the account so I do not know how the payment has been taken out from my account.
I request Hachette Partworks to please refund me the £12.99 as I did not place any order and I do not want any further books.
Desired outcome: Full refund.
Ultimate graphic novel collection
I ordered one book on 13th April.. I was charged 5 times. I'm owed a refund of £49.96. I've been waiting for 4 weeks but all I get are identical e-mails and promises. Give me back my fifty quid please... And apparently because my complaint is short its "Unlikely to be resolved" according to the information at the end of this complaint form so ill just add a few more words. And give me back my fifty quid.
I ordered one book on 13th April. I was charged 5 times. I'm owed a refund of £49.96. I've been waiting for 4 weeks so far but all I get are identical e-mails and promises. And I'm not from the US as the other complaint form says. I'm from the UK.. Thats why I'm doing this again paulsbrown350@gmail.com .. Just give me my money back please.
Classic routemaster
I have been trying to get the outstanding parts of the Classic Routemaster for a long time. Since CNA in South Africa stopped selling your issues we battled to get the issues from you. This was about two years ago when Covid 19 started. I did pay Hachette for a couple of issues but did not receive it for months on end, but my payment went through. I was getting worried that this was a scam and I stopped my payments and tried to get hold of you. It took months before any reply and the I received some of the issues which I had already paid for. I contacted you and mentioned which ones I did not receive but still to today did not receive at least one or more issues which I paid for. Now I contacted you again to try and get these oustanding issues they tell me that that cannot help me at all with the outstanding issues and any future issues. This means that I must chuck this bus in the dustbin and loose more than R10,000 already paid for this bus. No one is willing to help me. Is the company not prepared to help all the customers in the same position as me, and I am convinced that there are many more. This is not service. I would like to send you the e mails and replies I got from [protected]@hachette-service.com by e mail.
Desired outcome: I would like your company to get the outstanding issues to finish this bus.
spitfire
hello my sub scription number is [protected] I am still awaiting the parts for the Spitfire and they don't seem to be coming to me I wish to complain as
I have been awaiting quite along time please can you provide me an explanation
why there is such a long delay the parts come out monthly so i am looking forward to completing my MK1 spitfire
kind regards Michael Machell
Desired outcome: I would like the parts sent out to me as soon as possible and I would like an apology and I would like this to be put right,
Hi , I to am waiting for parts for the Spitfire, I reached part 88 but can get nothing onwards. I was told by the customer service team to look on eBay, how disgusting to be told that after spending around £900 that I can’t finish my model
subscriptions
In September last year, I took out a subscription for the Build the Hogwarts Express, but already had a subscription to build the Spitfire. When I got confirmation of my new subscription, my finances changed, forcing me to put one of them on hold. I decided it would be the spitfire. I received an email telling me my first issues for the hogwarts express would be arriving within 28 days. This never happened. I tried asking customer services where these issues was but got nothing, until a couple of weeks ago, where I was told, this will not be issued as yet, ( & may never be issued). I asked for my subscription to the Build the Spitfire to be restarted from where I left it, (issue 4), & was told I could only restart from issue 27, & hope that issues 4-26 will be available. I did say that this is not acceptable, as I would be wasting money on trying to build something that could not be finished. I was told to purchase issues 4-26 in one go, (which is something I can not afford to do, due to my finances), & restart my subscription from issue 27. This has put me off ever build any more models, & feel this is a disgraceful way to treat customers who spend thousands of pounds on the models. I have experienced this from other companies in the past. I have mental health issues, & building models was my way of staying calm. This has caused me a great deal of stress, & am considering taking this much further.
Desired outcome: Proper action taken against customer services, & a promise that I can restart my subscription from where I left it, (issue 4).
Hogwarts express subscription.
In September 2020, I took out my subscription to the above build, & was given a subscriber number & told via email that I would b receiving my first issues within 28 days. Up until now, I have not received any parts. But have now been informed by customer services that this build has not yet been released, & may never be released. I enjoy my model building as it helps me cope with life due to mental health problems along with other health issues. I have tried to find out what is going on, yet it appears I am being given false information. I was building the Spitfire, but had to suspend my subscription due to finance problems, & have asked for my subscription to resume from issue 4, I am informed I can only resume from issue 27., which would mean not having issues 4-26. I feel this is a bad way to treat customers, as I have had problems in the past, where I have got halfway through a build, then no more issues sent out. I want these issues dealing with ASAP, as I am getting really stressed out & is putting me off ever building another model. I deem this as discrimination ASL have already mentioned I have mental health issues. Building these models helps me stay calm.
It appears that making a complaint via the complaints board is a complete waste of time. No contact is ever made from either, those who we are complaining about, or the complaints board. Best advice I would give to everyone who are considering building any models from Hachette, (& a few other companies like them), is: do some research, check reviews, & if still not sure, do not subscribe. I have had enough of companies like Hachette who just do not care about their customers, & have no faith in the complaints board, for the lack of response.
Having contacted Hachette Partworks many times regarding my subscription, I have decided never to build any more models. I did have a subscription to build the spitfire from Hachette, but had to halt this due to cost, but when I tried to restart my subscription from issue 4, they said I could not, but could from issue 27, with the hope of being able to purchase issues 4-26 in the near future. This is a very bad way to treat valuable customer. I will never purchase anything again from Hachette Partworks, & any other company like this again. They are complete scammers. I am now considering taking this up with the BBC program "Watchdog". These companies need prosecuting.
Undelivered issues for which I have already paid
I subscribed to the above series. I paid for each and every issue on debit order. They failed to deliver 9 parts in the series. I lodged this complaint with them on 18 Sept 2019. I had to follow up with them on numerous occasions to get a response, and eventually I was told that some of the issues had been dispatched - they did not arrive. I then followed up again - after much to-ing and fro-ing this is the response I received:
"Thank you for your email.
I am very sorry about this.
Unfortunately, we do not run this collection anymore, so we will be unable to send out any issues or refund for this. We do not have this collection or accounts on our system also.
Please accept my apologies again for any inconvenience caused by this.
If there is anything else we can do at the moment please let me know.
Kind regards
Ellie"
Does this company really think it's okay to take money out of your bank account, not deliver, lie about saying they have sent you stuff and then change their minds, and not at least refund my money?
This is actually theft... apart from the fact I now have an incomplete series...
In my opinion, Hachette part works just do not care about their customers. All they think about is how much money they can make. When we complain about things, we never get any apologies from them. They always blame the system.
ultimate graphic novel collection
I have sent this email to them 3 times and not received a reply.
they have now stopped sending me copies and stopped taking money but i want to return two issues for a refund
Hello There,
subscription number [protected]
i am sorry to say that i am not very happy with the customer service i have received and today was the final straw.
I have been subscribing to the ultimate marvel novel collection since the beginning
i stayed with you when the total increased from 100 to 150 and then again to 200
however at 200 i decided due to a significant change in my financial situation to stop collecting
i phoned after issues 198 and 199 arrived and explained that i wanted to stop after issue 200
the lady on phone took my details and said that was fine.
when issue 200 arrived with issue 201 i gave you some leeway and thought well they are sent out in twos
then on friday issues 202 and 203 arrived with money being taken for my account. I was not pleased so this morning phoned through and spoke to a gentleman who told me he would stop the account and gave me the address to send back issues 202 and 203 for a refund
then came the final straw i have gone to the postoffice to drop it off only to be informed that i need a label from you to be able to send it back
i am now wondering if i will ever be able to stop this collection and that my financial situation is being made more difficult by you
i look forward to your response
Nic Hoskins
customer service live chat.
Hello, this morining i used the live chat to try and finally get some answers to why issue 26 of build the terminator hasnt been released as it was due 21/8/19...the staff member called lee was unhelpful, rude, and felt the need to lie directly to me claiming it is available to purchase directly from hatchette dispite the web site clearly stating OUT OF STOCK... Nobody at hatchette seems to have answers unless they are pre scripted..
There is no need for staff to be rude to customers who just want a simple answer to a simple question...
Have made several attempts to pay my bill by phone but left on hold for a long while.nobody answering.cannot find where to pay on line.
Have been trying to get through to customer services a!I morning to pay an outstanding Bill but no joy.cannot find anywhere to pay on line.how do I pay this.
marvel graphic novel
Cancelled my subscription in January 2019 and have received no further issues, no letters or confirmation of cancellation and then I receive a letter in August 2019 threatening further action because I owe them £39.96. Tried contacting customer services and get no sense from them requesting details of the last issues received, no understanding that as this was 7 months ago I have no idea!
routemaster
Mr K Ryder,
39 Main Avenue,
Shaws Trailer Park,
Harrogate,
HG2 7NL
31st August 2018
Hachette Partworks Ltd
PO Box 77
Jarrow
NE32 3YH
Subscription Number:
I am a little concerned about the continuity of the model Routemaster that I have subscribed to receive from you, so far, I have received, 1 to 16 and 21 to 24, but cannot continue building the model because issues 17 to 20 have not yet been sent could you please explain the problems and the expected delivery of the issues concerned.
I have used your customer service line but the explanation was very vague, as this is a costly model I don't want to be left with an incomplete and expensive nonentity.
Yours Sincerely
Kieth Ryder
money
I am very very angry,
Tell me why have this company taken money out of my account. Fair enough they've put it back now. But want to know how they've gotten hold of my bank account details.
What is this? Who are they? It's very dodgy to know my details and then take money out. I have no idea who they are, the name didn't ring any bells and the amount means nothing to me, I don't understand.
Email me back now please. Am taking this further if you don't reply with an explanination.
[protected]@outlook.com
Mr K Ryder,
39 Main Avenue,
Shaws Trailer Park,
Harrogate,
HG2 7NL
31st August 2018
Hachette Partworks Ltd
PO Box 77
Jarrow
NE32 3YH
Subscription Number:
I am a little concerned about the continuity of the model Routemaster that I have subscribed to receive from you, so far, I have received, 1 to 16 and 21 to 24, but cannot continue building the model because issues 17 to 20 have not yet been sent could you please explain the problems and the expected delivery of the issues concerned.
I have used your customer service line but the explanation was very vague, as this is a costly model I don’t want to be left with an incomplete and expensive nonentity.
Yours Sincerely
Kieth Ryder
Scammers
I subscribed to this companies "Build the Flying Scotsman" series, having purchased the first copy in the newsagents. I subscribed on line and opted to pay by direct debit, thought would be the easiest method. I received the first shipment - two issues, and waited for the next shipment. On the 16th Feb. 2008 I received a letter from Hachette asking for...
Read full review of Hachette Partworks and 58 commentsOverview of Hachette Partworks complaint handling
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Hachette Partworks Contacts
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Hachette Partworks phone numbers+44 333 300 1510+44 333 300 1510Click up if you have successfully reached Hachette Partworks by calling +44 333 300 1510 phone number 5 5 users reported that they have successfully reached Hachette Partworks by calling +44 333 300 1510 phone number Click down if you have unsuccessfully reached Hachette Partworks by calling +44 333 300 1510 phone number 5 5 users reported that they have UNsuccessfully reached Hachette Partworks by calling +44 333 300 1510 phone numberUnited Kingdom & Ireland+61 398 724 000+61 398 724 000Click up if you have successfully reached Hachette Partworks by calling +61 398 724 000 phone number 1 1 users reported that they have successfully reached Hachette Partworks by calling +61 398 724 000 phone number Click down if you have unsuccessfully reached Hachette Partworks by calling +61 398 724 000 phone number 0 0 users reported that they have UNsuccessfully reached Hachette Partworks by calling +61 398 724 000 phone number100%Confidence scoreAustralia+60 380 233 260+60 380 233 260Click up if you have successfully reached Hachette Partworks by calling +60 380 233 260 phone number 0 0 users reported that they have successfully reached Hachette Partworks by calling +60 380 233 260 phone number Click down if you have unsuccessfully reached Hachette Partworks by calling +60 380 233 260 phone number 0 0 users reported that they have UNsuccessfully reached Hachette Partworks by calling +60 380 233 260 phone numberMalaysia+65 652 877 090+65 652 877 090Click up if you have successfully reached Hachette Partworks by calling +65 652 877 090 phone number 0 0 users reported that they have successfully reached Hachette Partworks by calling +65 652 877 090 phone number Click down if you have unsuccessfully reached Hachette Partworks by calling +65 652 877 090 phone number 0 0 users reported that they have UNsuccessfully reached Hachette Partworks by calling +65 652 877 090 phone numberSingapore+27 112 654 302+27 112 654 302Click up if you have successfully reached Hachette Partworks by calling +27 112 654 302 phone number 0 0 users reported that they have successfully reached Hachette Partworks by calling +27 112 654 302 phone number Click down if you have unsuccessfully reached Hachette Partworks by calling +27 112 654 302 phone number 0 0 users reported that they have UNsuccessfully reached Hachette Partworks by calling +27 112 654 302 phone numberSouth Africa
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Hachette Partworks emailshachettepw@jacklinservice.com100%Confidence score: 100%Support
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Hachette Partworks address4th Floor, Jordan House, 47 Brunswick Place, London, N16EB, United Kingdom
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Hachette Partworks social media
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Alright, here's the deal. It's clear that this company isn't holding up their end of the bargain. You're already down a significant amount, and they're playing games with you. You need to be assertive and take control of the situation. Start by demanding a full refund or the remaining books, and don't back down. Stay persistent and make it clear that you won't be ignored or mistreated. When dealing with them, be direct and firm. This is your money and your collection; it's time to reclaim what’s rightfully yours.