Review Time
I have ordered 3 other times directly from Breyer with no problems, but back in the beginning of February 1 item from my order was missing. I contacted customer service and almost a month later, had heard nothing back so I contacted them again at the end of the month directly from my order page and at least got notified that I had opened a ticket with customer service. I never received any kind of response from them, then almost 3 months later I got a shipping notification for the missing item so though they never responded I did eventually receive the missing item. For now, as my other orders have all been perfect, I will continue to buy store exclusives from them, but in the future I will probably get the others elsewhere unless they improve their customer service.
I love Breyer models and have been collecting for 30+ years but goodness I am disappointed in my last 2 interactions with the company. I placed in order dec 1 and didn’t get my ornament until 2nd week of January. Then I placed an order when the new models came out, I made sure the model was available. I got the box in good time but inside was everything except my model, the most expensive thing in the box ( side note their prices lately almost make it impossible to collect them ) so instead of calling I emailed I don’t hear anything for a week so today I spam call until someone answers .She isn’t friendly but that’s whatever,I tell her I had emailed but she says oh yeah don’t email we have 7000 emails and only three people answering them. I offended her by asking when I can expect an answer. I won’t be buying from them this year except for the stablemates club purchases. It’s very disappointing and sad.
I ordered two items early January, a Friesian figure and a Friesian tote bag, I only received the figure in a very tiny box. The tote I’ve been trying to order since summer 2024. November the site said they’d be in stock January 2025, so I waited. Finally back in stock! Immediately ordered it plus the figure. Never received. I sent four emails over the course of two weeks, no response. I called twice, no response. Third call I get a woman, and after I gave her my “wrong” order number (I read it off the email they sent confirming my order so it couldn’t have been). I gave my first name after she asked seconds after, offered to spell it since it’s different than normal spelling, she somehow immediately magically knew all the detailed information about my case without me mentioning anything about my issue. So they’ve been ignoring my emails. How lovely of them!She tells me “oh there’s been shipping issues, I don’t think it’s ever been in stock at all.” A bit odd, so I curiously explain that their site has been manually updating about it for a while and it’s currently in stock so surely it is now? It didn’t quite make sense- “I’ll give you a refund, bye” immediately hangs up on me. What?! Customer service rule #1 you don’t hang up on the customer first! Especially not so abruptly! I was never rude, actually chipper I was getting to talk to someone about my issue at all. I think I’m rightfully not so chipper now however. I’ve been a Breyer customer for years, this was abysmal. The company has some serious kinks to work out obviously. I will say, I did get my refund quickly, but what an awful experience. If there was an issue with that item specifically and they’re aware of it why not contact me about it? Just going to take my money and wander off? What about other customers that ordered the same thing? Sheesh.
Breyer is absolutely the worst possible company to order from. Like the poster before me I ordered a rather large and expensive Christmas gift for my daughter on Dec 9 2024. Today, Jan 20 2025, I received part one of 3 and paid FULL DUTIES AND CUSTOMS !!! No one replies to emails, Call center is completely useless. My daughters heart is broken again today. DO NOT SUPPORT THEM !!!!!
The horses were for my granddaughter, and were fine. But their customer service stinks! I ordered it, and was told I would get an email when it shipped. A week and a half later, it still had not shipped and I needed to give the gift. So I ordered the same thing from Amazon (which came the next day) and sent an email to Breyer to cancel the order, as it still had not shipped. I got a response that a case was created and they would respond to me soon. A week goes by. Then I get notice that the item I wanted to cancel had shipped! I told them I wanted to return it. Heard nothing. After I got the horses (3 weeks after I ordered it), I returned those to Amazon, because Amazon does do returns. Do not order from them - Amazon has much better customer service.
I ordered Christmas horses for my daughter on Dec 10th, when the items had not arrived by Dec 26th i contacted Breyer Horses, they said they would look into it and get back to me. I tried contacting them again a couple days later and was told the same. Then i received shipping information on January 7th, almost an entire month after my original order date. Christmas was obviously well over, I don’t want these items anymore, they are currently in transit it’s now January 16th I still don’t have the items. And even to return or ship them back I paid $30USD for shipping so about $50 Canadian I won’t get that refunded. Can’t get ahold of anyone for even the discounted price that the horses now are. Will NEVER purchase another Breyer item again because of this customer service.
Every yr I join breyer premier club this yr was terrible 2nd release never got email on release found on my own 3rd release jept checking nothing called 2 times said running late with send emails when ready to buy. Told them never got email for 2nd 1 checked to see info correct it was.called for 3rd time was told not available. It had been posted I guess never got a email . This was the 1 my granddaughter had wanted most. Christmas was dissapointing for her. I have called on this matter been 2 weeks still haven't heard from anyone. So wasted money on joing 2 clubs to get this horse and never did. Money grab , plus customer service is horrible no correct information from them. Here's already been released and telling me running late.
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Breyer makes the world's most realistic and authentic model horses and accessories for play, collecting, customizing and showing.
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