Eaglemoss Shop USA

I have placed 2 larger orders with Eaglemoss, and both times I have received my shipment with an item missing. I tried to reach out to Eaglemoss several times and did not receive any replacement or compensation. My customer support emails are always ignored.

I ordered the item as a Christmas present for a friend in October 2021, it arrived in April 2022, and by the time it did so the recipient had moved home. My friend lives in California and I live in the UK, so there’s no way to sort it out, I’ve no idea what’s happened to my order, or who has it, and because *someone* has received it there’s no way for me to recover my money. I’ll never use Eaglemoss again.

While I love your models, your customer service needs a complete rework. Your company is all too happy to take money for pre-orders and then completely fail to have any sort of communication with the customer unless the customer aggressively goes after that communication. Given the global situation, delays are of course a fact of life. However, the lack of notice when a pre-order is delayed (especially when I pre-ordered the Cerritos in November and it's now mid-April and I have yet to receive even one email informing me it's been delayed) is beyond frustrating. What irked me the most was when I asked for an update on a past-due order and your service rep's only response was to blatantly copy/paste the estimated shipping date from the store page without even bothering to change the font and font color. I don't ask for miracles, only to be kept in the loop when you already have my money.

I pre-ordered a figurine in December with a January delivery date. It is now April and the figurine still hasn’t shipped.

Ordered two books -- the 2nd half arrived soon after. But the first half of the encyclopedic Star Trek guide and it's been out of stock and no communication about when it should arrive. Very disappointed.