Clear Acrylic Cover

I got an interesting surprise in the mail a few days ago. Eaglemoss sent me this Clear Acrylic Cover for the Display Base.

I had no idea it was coming and I was charged $87.85 for it. Apparently, they are calling this a Special Issue for this 300 SL partwork build. Usually I get an announcement email from Eaglemoss about any specials that are offered during a build, and I am given a few weeks to opt out of them. Neither of these things happened with this one. While Eaglemoss customer service insists they sent the email (they could not give me a date), I never received it (including checking my spam and trash folders). But, it gets better…

On the same exact day, I received a Burago 1:18 scale die-cast model kit of a 2009 Nissan GT-R as part of my GT-R build:

I didn’t receive an announcement email for this either and was charged $58.90 for it without any way to opt out. I also didn’t receive shipping dispatch emails for either item. Ironically, up to this point, I have received every other Special Issue announcement email correctly, and then all of a sudden I somehow don’t get two emails obviously sent at the same time? I have to admit: something feels very shady about all of this!

I can’t even send these unwanted items back to Eaglemoss for a refund because I have to pay the return shipping and it would cost more than the items do (the Cover alone would be $80 to $150 due to the box size). Also, I would not be refunded the original shipping and handling. Luckily, I have a friend who builds/collect 1:18 scale models, so I think he will take the Burago kit. However, I am going to have to eat it on the clear acrylic cover and I can’t even use it or sell it. It arrived with a large crack in it due to the poor packing material protection and subsequent box damage. The outside of the box was not even marked ‘Fragile’:

UPDATE Jan 7, 2020: I called Eaglemoss again after I saw how much it would cost to ship this cover back. After a lot of resistance, they finally agreed to issue a refund for the $87.85.

UPDATE Jan 19, 2021: Eaglemoss did it again. They charged me $87.90 today for another Clear Acrylic Cover for my James Bond DB5 build, also without any offer email or a way to opt out. This time I saw it coming and called them immediately. They said I should just refuse the shipment and return to sender and I would automatically get a refund. This cover was delivered to me on Feb 2 and I told the postal carrier to send it back, which he did. They got it back on Feb 8th and I am awaiting this refund too.

UPDATE Feb 12, 2021: I still have not received a refund for EITHER of these clear covers.

UPDATE Feb 25, 2021: A few days ago, I received the next delivery of 300 SL parts, but Eaglemoss forgot to include the magazine. I called them to ask to have it re-shipped out. Once that was done, I asked them about these refunds. The lady at customer service said this 300 SL one was already refunded back on Jan 7th, but I still had not see it hit my credit card. Something was not right. After a bit of back and forth, she finally transferred me to a supervisor. I was then connected to Christina L. who was incredible! To my total surprise, Eaglemoss customer support is well aware of my build sites and uses them heavily to help support their customers… crazy!

Christina and I talked for well over an hour about these clear cases, the GT-R model, my refunds, the missing opt-out emails, the builds, my sites, needing more US social media support, returning products, the build delays, the shipping problems, and many more issues that I and a lot of other builders have. Then today, I finally received full refunds for both the 300 SL cover and the unwanted DB5 cover I refused delivery on! It turns out the ‘Special Issue’ charges/refunds are in a different billing account and are not automatically pushed back to the credit card.

While this is wonderful in my case, I reiterated that I was not alone and others were being charged for these things without ever receiving the ‘Special Issue’ emails to opt out (I haven’t received three of them now). Thankfully, she has opened a ticket with the Eaglemoss IT department to investigate. Hopefully this will solve the problem for everyone!

9 thoughts on “Clear Acrylic Cover”

  1. Basically same problem here. I haven’t received mine yet. Billed December 22. Contacted them today. They emailed me tracking info. Apparently mine is going back and forth. Here is my tracking.

    January 14, 2021, 1:56 pm
    Departed Shipping Partner Facility, USPS Awaiting Item
    GREENWOOD, IN 46143
    Shipping Partner: PITNEY BOWES
    Your item departed a shipping partner facility at 1:56 pm on January 14, 2021 in GREENWOOD, IN 46143. This does not indicate receipt by the USPS or the actual mailing date.
    December 28, 2020, 8:48 pm
    Departed Shipping Partner Facility, USPS Awaiting Item
    GRAPEVINE, TX 76051
    Shipping Partner: PITNEY BOWES
    December 27, 2020, 10:47 am
    Arrived Shipping Partner Facility, USPS Awaiting Item
    GRAPEVINE, TX 76051
    Shipping Partner: PITNEY BOWES
    December 22, 2020, 12:59 pm
    Arrived Shipping Partner Facility, USPS Awaiting Item
    GREENWOOD, IN 46143
    Shipping Partner: PITNEY BOWES

  2. Just heard from Eaglemoss. After I sent them pictures showing the crack and the sides coming apart, they want me to send it back. As you suggested in the original thread, the cost of sending it back plus handling fee at their end, will eat up most of the original cost/refund, so I am stuck with it.
    I replied to them that based on the pictures, they should issue the refund in good faith and I will dispose of the case.
    Lets see what their response is but I am not holding my breath!

  3. Just want to say that you are not alone in this department. Thankfully the case arrived in good condition, however I was not notified that it was going to be sent was just charged without notification and had it show up at my door. I have not contacted Eaglemoss as of yet but am assuming that they will tell me the same as you well we sent you an email. I’m with you on the something feels shady. I don’t want to jinx anything but it almost feels as if they are offloading all the stock that they have before shuttering their operation. Especially when taking into account that the shipments are now incredibly few and far between and now missing steps in the build.

  4. Interesting aside. Just checked the Eaglemoss web site and the 300 SL is listed as a Past collection. No longer accepting subscribers. Also I was just charged by them for another shipment without an Email. That is 2 charges to my card in less than 10 days. Still waiting on the last shipment.

  5. Good news, after I sent pictures of the damaged case, they finally agreed to issue a credit without having to send the case back. Somebody higher up had to get involved. I am pleased!

  6. I still haven’t received mine. The same tracking information since 1/14/21. I will be contacting them Monday. I also feel like they will be leaving us all holding the bag. They have also delayed shipment of the Eleanor Mustang. I’m considering canceling that order. We shall see Monday.

  7. Just spoke with them. They are re-shipping the case so they say. Also said if I end up with 2 I can keep the extra at no cost. I will say this, every time I’ve called them the employees have been great. With that said, if any of the supervisors at Eaglemoss read this blog you should be thanking your employees for doing a good job at a piss poor business. Enough said!!!

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