Eaglemoss Shop USA

Missing items and responses. I order 3 of a particular item and I only receive 1. Numerous times I do not receive the missing items because you over sell your stuff and my items go "out of stock". Very frustrating. Your inventory process and warehouse packaging is sorely lacking. I have complained about missing items for over a year and I have received many an email stating that my issues would be examined and I would be contacted with answers. I'm still waiting for those responses months later. Out of a dozen + inquiries and "we'll get back to you" responses, I am still waiting for someone to contact me. Your lack of communication in this matter just shows how the customer having issues is just plain ignored. I constantly have to ask for status on the missing items, because I don't receive them in a timely manner, and never receive tracking information. Most times a second or third inquiry is necessary. Not that this response will generate any response on your behalf, and just shows how inept the process is. If a response is given, it will be with instructions that include an email and to contact them (useless).

I've dealt with Eaglemoss/HeroCollector for three thing The XL Cerritos - Item was delayed, and seems to continue to be delayed. I'm not entirely sure, I've received no updates from EM beyond the initial order confirmation. However I'll occaisonally go to the website to see if there are any updates listed on the product page. The Enterprise D which ships very infrequently, I've received notifications that the shipment speed is being sped up, and haven't received any shipments since. I keep hearing about a warehouse move, but I feel like that was the reason for delays earlier. So this may be the second warehouse. The Delorean, I made it to maybe issue 8 and it just stopped. I've received no communication from Eaglemoss as to why this happened. There is very infrequent customer updates. I will occaisonally hear about a promotion or a sale, but giving them money is starting to feel more and more like gambling. I'm halfway through the Enterprise build, and I feel like I'm forcing myself to get through it. The model is over engineered and flawed. I understand that these are monthly kits and they feel the need to show progress or provide busy work, but the parts don't fit well together, the screen accuracy is maybe 75%, light bleeds are rampant. the internal electronics are so over engineered for purposes that are unclear, most of the problems could have been avoided if they avoided the two LEDs per section and went with strip lighting, this entire model could have been powered with an AC adapater run through the stand or a 9v battery. I'm currently up to 6 AAA batteries (secondary hull and test box for the saucer) and a button battery for 1 nacelle. The model feels like it's a subscription first and a model second. I watched video on the Delorean and new what I was getting with that, but again it stopped, so I'm assuming it will never be finished. And I can't speak to the qualtiy for the Cerritos because it has yet to arrive nearly six months after ordering it, and 4 months after it was advertised to ship

My past two orders have had problems. Missing items, wrong items and some that never arrived dispute reship orders. I will say I was refunded but only after months of customer service issues. The warehouse and the website seem to have different item numbers.

It's mid April and I haven't heard a thing about it yet

The customer service is appalling. First the item I got was warped and undisplayable. They send me a new one, but its the wrong item. I contact them again, and offer to send it back, but they wont' accept, and tell me they'll send me another. 2 weeks later, and I have heard nothing back. I ask again, and just get an automated email telling me my complaint has been escalated and I'll hear from a team member shortly. That was 5 days ago. Do not do business with this company directly. Buy from 3rd party retailers like BigBadToyStore so if you have a problem you can deal with an actually competent customer service team.