Eaglemoss Nightmare

Janders2112

I've decided to have a rant about the problems I have been having with the Marvel Figurine Collection by Eaglemoss. These problems have been going on for years and resulted in me pulling out of the collection because of the terrible customer service.

Would love to know if I'm just unlucky or are Eaglemoss really this bad.

1. Started with them taking money via direct debit from my account but not sending me any models. Got in touch with the South African call centre and got nowhere. The most popular answer I got was "you have many accounts sir but I have no access", should only have 1 account. Line managers were either on lunch, in a meeting, on holiday or off sick. This went on for weeks and eventually I contacted head office in London and after 3 months I got back the £110 pounds they had taken from me. Lots of promises were made that this would never happen again.

2. Started paying my bills by phone via debit card. The call center staff were very difficult to deal with and 3 days after my first telephone payment I noticed that my card details had been used to make illegal purchases on the internet. Have no proof who did it but it's the sort of coincidence that's difficult to ignore. My bank sorted this out and issued me a new card.

3. The model deliveries became erratic and infrequent, special editions would never arrive and I was told by the call centre it was because I had been late paying my bills which was total rubbish.

4. 8 weeks after cancelling my subscription I got a reminder letter for a model I never got which was very aggressive and full of YOU MUST PAY NOW capital letters in bold sort of thing and a P.S in bold capitals that if I did not pay quickly there would be an administration fee.

This model collection was started 6 years earlier for my son but he is now learning to drive and has lost interest. The 100 model collection has grown again and again and again and is now up to 200 models which means it will take approx. 8 YEARS to complete.

The whole experience has left me feeling bullied, ripped off and very frustrated with a company that looks like it just keeps on milking it's customers for money.

Very unhappy with Eaglemoss Publications about this but they behave like they do not give a damn.

gordikin

....a fool and their money...all these 'collection things' are a joke. Build the Marie Rose...you'd be cheaper buying a yacht!

Helix

Yeah they are a con, I did the robot building one years ago. There were a set number of issues and I worked out the total cost beforehand which I was prepared to pay. The final issue was meant to have a remote control for the robot. Then they decided to have a more advanced remote which was required to be built bit by bit like the robot, therefore doubling the number of issues. I stopped my subscription when they did that as luckily you could use most of the robots features without the remote.

Janders2112

Helix wrote: »

Yeah they are a con, I did the robot building one years ago. There were a set number of issues and I worked out the total cost beforehand which I was prepared to pay. The final issue was meant to have a remote control for the robot. Then they decided to have a more advanced remote which was required to be built bit by bit like the robot, therefore doubling the number of issues. I stopped my subscription when they did that as luckily you could use most of the robots features without the remote.

Thanks man, the quality of the models are very good but they are really milking it and my boy has grown out of it, eaglemoss are a really shi**y company though.

Ewan154

Hi,
I have been having problems with Eagle Moss as well. I ordered 3 back issues for the Batmobile magazine. I order them using there web site and received a confirmation e-mail. I phoned them up twice and was told they did not have my order on there system. Then 3 days latter they found my order and asked for my debit card details. I then received another e-mail from them telling me"payment was made on the 3rd May and your issues were dispatched on the 9th May. Please allow a maximum delivery lead time of 21 working days from this date"

I have sent several e-mails to them,but seem to get nowhere. They have taken the money for the models,but I have still not recevied.

Pls help.

redmike123

Why not wait and then buy them on e bay for pennies, which is of course, their true value

Stars_cream

Ewan154 wrote: »

Hi,
I have been having problems with Eagle Moss as well. I ordered 3 back issues for the Batmobile magazine. I order them using there web site and received a confirmation e-mail. I phoned them up twice and was told they did not have my order on there system. Then 3 days latter they found my order and asked for my debit card details. I then received another e-mail from them telling me"payment was made on the 3rd May and your issues were dispatched on the 9th May. Please allow a maximum delivery lead time of 21 working days from this date"

I have sent several e-mails to them,but seem to get nowhere. They have taken the money for the models,but I have still not recevied.

Pls help.

Ewan154 have you heard anything else since? I've been having problems with them too, ordered two issues of marvel figurine back in may, took money out my account waited for the period of 28 days delivery and when nothing arrived i was told they were out of stock. Needless to say I wanted my money back so sorted that out and was told it would take 14-21 days for this. That was over a month ago never received anything so had to phone and email again to sort it out, still waiting to see what happens. They are an absolute joke and I have told them I will never be using them again, it's just the principal of the matter that's really got my back up!

psychoduck

redmike123 wrote: »

Why not wait and then buy them on e bay for pennies, which is of course, their true value

True value is whatever collectors pay for them, since Marvel and DC is incredibly popular, you'll find them on Ebay for £10+.

Try and find the Harley Quinn issue of the DC Super Hero collectibles magazine for less than £20... you'll struggle.

Next time, instead of being a smart @ss, why don't people try and help someone?

I've dealt with Eaglemoss before, I currently have some issues on backorder with them which I expect to arrive in the next week. However, previous orders have taken 4-6 weeks, and only come after chasing them up. I've had more than one occasion where I've been told something is in stock, ordered it, and then been told it was out of stock. Leaving me with no item, and no refund until 21days had passed and they could confirm that nothing had been sent to me (even though it was out of stock, and thus could not possibly have been sent) the refund came through 10 days later.

Stignasty2

Thought I would mention this for potential military watch buyers. This is rarely found in the shops except WH Smiths who usually have three copies only. Asda has stopped stocking it, reasons unknown, but it doesnt ring as positive. Newsagents sell it above the going price on Ebay, but you can never find a newsagent with a copy on the shelf. If you order a single issue from Eaglemoss direct, you need about 10 emails and many weeks waiting before they give in and send you a copy. Eaglemoss customer experience email replies are very evasive, and no two answers have the same story,they seem always to misunderstand difficult questions. Eaglemoss factory email addy, shop and CEO email addresses never get read, let alone answered.Eaglemoss claim that if you subscribe, you are guaranteed copies, but their facebook page has many complaints suggesting otherwise.
It would be a full time occupation to try to collect this product. It might actually be cheaper to buy the real thing!

Helix

Stignasty2 wrote: »

Thought I would mention this for potential military watch buyers. This is rarely found in the shops except WH Smiths who usually have three copies only. Asda has stopped stocking it, reasons unknown, but it doesnt ring as positive. Newsagents sell it above the going price on Ebay, but you can never find a newsagent with a copy on the shelf. If you order a single issue from Eaglemoss direct, you need about 10 emails and many weeks waiting before they give in and send you a copy. Eaglemoss customer experience email replies are very evasive, and no two answers have the same story, and they seem always to misunderstand difficult questions. Eaglemoss factory email addy, shop and CEO email addresses never get read, let alone answered.Eaglemoss claim that if you subscribe, you are guaranteed copies, but their facebook page has many complaints suggesting otherwise.
It would be a full time occupation to try to collect this product. It might actually be cheaper to buy the real thing!

Its fairly normal for stores to only stock the first few issues of partworks, then if you want to continue you have to subscribe or ask a newsagent to order it in for you each week/month.

billybiffa

I'm having probs too
Supposed to take 35 quid on 18 march,was told went thru on 25th?
I too have been told much bull.
Still waiting for anything,they havw 35 quid of mine
My local shop has loads of 4 for his customers
I was stupid to trust eaglemoss
Stay clear,bad business
D.cotton
Peterborough
How hard once you've beem paid,to post a few packages?