Review Time
I've been signed up to the Star Trek Starships collection, and whilst the quality of the ships themselves is pretty poor considering the price, the biggest issue has been the customer service.
They have sent me the wrong ship, which OK mistakes happen, but their response has been nothing short of terrible.
1st off, they refuse to offer any kind of compensation, which is not a good start, as it's their error. I did everything asked of me by sending the incorrect ship back within 24 hours. Yet 2 weeks later and they still haven't sent a replacement.
Erjona of the customer service team replies quickly, but has an awful tone and has outright lied to me. I'm told ship was sent several days ago but the tracking shows they created a label but haven't actually had the courier pick it up. I'm also told I was already emailed tracking details which I wasn't. I've had to continually chase only to be given a different story each time.
The whole experience has left such a sour taste I'm now cancelling my subscription.
I've been signed up to the Star Trek Starships collection, and whilst the quality of the ships themselves is pretty poor considering the price, the biggest issue has been the customer service.They have sent me the wrong ship, which OK mistakes happen, but their response has been nothing short of terrible.1st off, they refuse to offer any kind of compensation, which is not a good start, as it's their error. I did everything asked of me by sending the incorrect ship back within 24 hours. Yet 2 weeks later and they still haven't sent a replacement.Erjona of the customer service team replies quickly, but has an awful tone and has outright lied to me. I'm told ship was sent several days ago but the tracking shows they created a label but haven't actually had the courier pick it up. I'm also told I was already emailed tracking details which I wasn't. I've had to continually chase only to be given a different story each time.The whole experience has left such a sour taste I'm now cancelling my subscription.
If i could i would give them a 0. They claimed i would get charged 14.95 per package but it was 17.98 each and I'm on the 5th package which cost $109.38 and they just informed me it will take 33 packages to finish which will cost me $2,400+ and almost 2 years and 9 months!!! absolute scam
This is the worse company ever they take money out of your account I told them I was out of work and ill and they still took money I needed for other bills they won't except cancellation still sending items you dont need thete charges are inconsistent every parcel not all items get sent avoid avoid
My subscription to the Knight Rider car went 14 months over the original subscription period because you could not supply parts on time as per your contract which under the Consumer Rights Act you have blatantly breached. I will never use you ever again and am going to post my experience on as many review sites I can on find on social media to discourage anyone from using your abysmal company. No communication, no reasons, just downright ignorance. Fanhome…You should be ashamed of yourselves and cease trading.
Do not bother you will end up with half a model that you've spent over a 500 pound on then delays start and parts become out of stock you ask for a refund and say you can't get one till after the recent part has been dispatched I have currently lost my job and after receiving an email to say the parts been delayed yet again I chose to cancel and ask for a refund I'm now going to have to go down the court route to try and get compensation please I urge any customer to keep track of all emails sent as evidence I must have over 100 emails kept away as proof you need to be more upfront with customers than take their money more like thieves
Do not use for any purchase. Half way through the collection they decide to up the prices. When questioned they then decide to continue the collection at the lower price. Good. No correspondence for 6 months despite me attempting contact then they decide to cancel my contract with no refund. Will be taking to the small claims court with all the emails they sent me.
This has gone far beyond a delay. It is a fundamental failure of fulfilment.I am now approaching month 33 of what was advertised as a 28-month subscription, and the model remains incomplete. Essential build stages are still missing, meaning the product I paid for cannot be assembled.After nearly three years, there is no reasonable explanation for this.What makes matters worse is the pattern that has developed: public reassurances, followed by private inaction. There has been no clear timeline, no structured resolution plan, and no meaningful accountability.The result is simple: I have paid in full for a model that I cannot complete.UPDATE 1Fanhome publicly replied stating they would “personally take care” of my case. Despite this, no one contacted me directly.At that stage, approximately 10% of the model was still missing, with no shipment and no timeline.UPDATE 2Time passed. No proactive resolution followed. Public responses continued, but there was no private progress. Reassurance without delivery became the consistent theme.UPDATE 3Fanhome then took payment for Issue 28, accounting for 4 of the 11 missing parts, reducing the outstanding portion to roughly 7%.However, these parts precede other missing issues, meaning the model still cannot be completed.They also implied insufficient details had been provided. This is incorrect. They have my name, email, case history, outstanding tickets, and records of numerous calls and chats. UK Trading Standards are aware of this case, and the ICO has been informed regarding their data handling processes.This is not a lack-of-information issue. It is a fulfilment issue.UPDATE 4Issue 28 was eventually shipped. However, Fanhome are now stating that my model is “complete.”It is not.Approximately 6% of the build — 7 issues — remain missing from the final assembly, including Issue 26. While they have sent the display plinth, I am left with a model in 40+ separate pieces, unusable and incomplete.At present, all I can do is store parts in the corner of a room.We are nearly at month 33 of a 28-month subscription.Declaring something complete does not make it complete when key stages are absent.UPDATE 5Fanhome have now replied again publicly, asking me to “provide details,” despite never requesting any clarification via Trustpilot directly.This leaves the review publicly hanging while no private engagement occurs.When I sought clarification via their official customer service Facebook page, my message was not responded to and was subsequently deleted by the page administrator.The pattern is clear: public responses for appearance, no substantive resolution behind the scenes.It is also clear that Package 26 is missing, and these parts would have been known to be required well in advance within their own production schedule. A subscription model of this length is planned months ahead.Instead of ensuring fulfilment, the priority appears to have been onboarding new subscribers while existing customers remain unresolved.After 33 months, I am still without a complete model.Until the missing issues are delivered and the build can actually be finished, this matter is not resolved.
I will be honest in that Fanhome IronSpider team are improving.I was notified last week that I could expect my next package between Feb 02 - Feb 12. It arrived today.Also included was the replacement issue for a damaged part. Fastest response I have ever received from Fanhome.For that I have raised them to a 2 star review.I still think that they are overpriced in the actual parts received each issue, but I don't think I will ever be able to change that.The build/subscription will be IMO expensive but now I am almost 50% through I will continue. That is so long as they do not add additional parts towards the end.Let's hope that the remaining deliveries of the subscription are as fast.
I am writing this as a serious builder and long-term subscriber. Do not start a subscription with Fanhome/De Agostini until you read this.I have been a subscriber since 2023. I have paid faithfully for every issue, only to be left with an incomplete, useless model right at the finish line. Fanhome is currently failing to supply essential stages (Issues 79, 99, 100, 101, 107, 108, 109, & 110), effectively rendering the entire collection scrap.The Support Issue:Despite multiple emails, I am being met with silence or vague "waiting for stock" templates with no production dates. They are happy to take your money for 100+ issues but refuse to support you when they fail to deliver the final few parts needed to finish the build.The Financial Risk:Like many enthusiasts, I have invested hundreds of pounds in third-party upgrades (Mike Lane Mods) based on Fanhome's promise of a complete collection. Because they cannot supply these specific missing SKUs, I am now left with significant financial loss beyond just the subscription cost.This is a breach of contract. A partwork model is "all or nothing"—without the final pieces, the previous 2 years of payments are wasted.
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