Ordered the touch sensitive arc reactor light. The touch sensor doesn't work. Have messaged and emailed several times and nobody has gotten back to me. Absolutely terrible customer service, especially... See more
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Review summary
Created with AI, based on recent reviews
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Reviews shaping this summary
Poor communication, didn’t respond to telephone calls or emails. Delivery took 3 weeks instead of the 2-4 days promised. Poorly packaged, only can it a plastic bag which lead to box being squashed in... See more
I ordered a costume for halloween, placed order on 16/10 was told it would be delivered between 27/10 - 29/10 which is why I placed the order! As I needed it by 30/10. However the item did not arrive... See more
Awful experience. My son saved up for a spider-man mask with moving eyes but it doesn't work. We tried to return but had one email back after several weeks of trying refusing to refund us. Have tried... See more
Company details
Written by the company
HeroHaven- Your one-stop shop for epic collectibles makes it easy for fans and collectors to find the coolest superhero gear. Whether you're after the Iron Man MK5 Helmet with voice control or a Spiderman Mask with blinking eyes, we've got something for everyone. Our goal is to bring the best collectibles right to your door, with secure payments and worldwide shipping. Discover your next favourite collectible with us!
Contact info
28 Wetland way, PE71FQ, Peterborough, United Kingdom
- herohaven@herohaven.co.uk
- herohaven.co.uk
1.8
Poor
159 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Hasn’t replied to negative reviews
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Paid £176 got no confirmation but money…
Paid £176 got no confirmation but money came out my bank emailed there website they said they don't know and just blanked me after that do not buy from this company
6 December 2024
Unprompted review
Just pleased with it all e,g package…
Just pleased with it all e,g package after service
25 November 2024
Ordered the iron man mask on the 16th…
Ordered the iron man mask on the 16th November and still hasn't arrived, no update nothing. Not good at all. Was meant to be an Xmas present for my son which will no doubt not be arriving.
Parcel eventually arrived today but the iron man mask doesn't work, cheap rubbish. Hopefully I'll get a refund.
8 December 2024
Unprompted review
Very good service and toys are…
Very good service and toys are absolutely amazing my grandson was over the moon
21 November 2024
I ordered this on the 23rd of November
I ordered this on the 23rd of November, its been 2 weeks and I still don't have it, even when shipping is meant to be 5-7 days.
7 December 2024
Unprompted review
One’s going to buy from this company
One’s going to buy from this company, but after reading all the bad reviews, I don’t think I’ll bother. Thank you for informing people so we know what companies to avoid.
7 December 2024
Unprompted review
I ordered the iron man mask in November…
I ordered the iron man mask in November still not here … tracking states it’s at Heathrow Airport for days … I’m
Presuming I’ve been robbed !
6 December 2024
Unprompted review
I previously advised of a missing…
I previously advised of a missing parcel. The company did respond to my online chat and sent me a replacement not only promptly but upgraded the model too for my inconvenience. They were really good at solving the issue! My grandchild will be thrilled with the mask!
6 December 2024
Unprompted review
Reply from HeroHaven
Hi Wendy,
Thank you so much for your kind words and for sharing your experience with us! We’re delighted we could quickly resolve the issue and that the upgraded model made things even better.
It means a lot to us to know that your grandchild will be thrilled with the mask – moments like these are what we aim for! If there’s anything else we can do for you, don’t hesitate to reach out.
Warm regards,
The Hero Haven Team
Reply from HeroHaven
Hi Kelly,
We are sorry to hear that you still have not received your package.
Please send us a message via our website's live chat and someone will be able to locate the package for you and provide you with your tracking number.
Warm regards,
The Hero Haven team
I disliked you never gave me a charger
25 November 2024
Reply from HeroHaven
Hi Naseem,
Thank you for sharing your feedback. We’re sorry to hear that the item didn’t meet your expectations.
To clarify, the mask comes with a charging cable but does not include a charger. If your package was missing the cable, please let us know, and we’ll promptly send one to you.
We value your satisfaction and are here to assist with any further questions or concerns.
Warm regards,
The Hero Haven Team
Reply from HeroHaven
Hi Kelly,
We are sorry to hear that you still have not received your package.
Please send us a message via our website's live chat and someone will be able to locate the package for you and provide you with your tracking number.
Warm regards,
The Hero Haven team
It doesn’t deserve 1*
It doesn’t deserve 1*, absolute scam of a company, no one is replying after I’ve paid £176.49 on an iron man helmet and it still hasn’t arrived. I think the company needs investigating and reported on.
20 November 2024
Unprompted review
Reply from HeroHaven
Hi Rebecca,
We are sorry to hear that you still have not received your package.
Please send us a message via our website's live chat and someone will be able to locate the package for you and provide you with your tracking number.
Warm regards,
The Hero Haven team
Iron man mk50 mask.
Iron man mk50 mask.
Unfortunately when the mask arrived it did not function correctly.
Currently waiting for a replacement
5 December 2024
still not received my parcel ordered it…
still not received my parcel ordered it on the 25th november and we are now on the 5th of december . there isn’t any way to contact them
25 November 2024
Reply from HeroHaven
Hi Lara,
We are sorry to hear that you still have not received your package.
Please send us a message via our website's live chat and someone will be able to locate the package for you and provide you with your tracking number.
Warm regards,
The Hero Haven team
Disappointing and Slow Delivery
I ordered the product on November 24, 2024, and it arrived today, December 11, 2024, after 16 days of waiting. It was shipped from China to Switzerland. I'm glad it arrived before Christmas. My son will be very happy!
I eagerly waited for Christmas to see the package contents, and unfortunately, I was deeply disappointed. The Iron Man mask is unwearable: it doesn't stay in place and tends to fall forward. A true disappointment. I will never buy Autoking products again, and I will avoid making any further purchases from the HeroHaven website. Regards.
5 December 2024
Reply from HeroHaven
Hi Michele,
Thank you for bringing this to our attention. We’re truly sorry for the delay in your package's delivery.
As soon as your order arrives, please reach out to us, and we’ll be happy to assist you with claiming a partial refund for the inconvenience caused.
We appreciate your patience and understanding, and we’re here to help if you have any further questions or concerns.
Warm regards,
The Hero Haven Team
Not good
I have tried communicating with them. It doesn’t times they keep sending me a tracking number for a delivery that has already arrived which was the first half of the order. The second half of the order has not arrived and I cannot for love Norman get a tracking number from them or a delivery date, or even who is delivering the Parcel
24 November 2024
Reply from HeroHaven
Hi Joe,
We are sorry to hear that you still have not received your package.
Please send us a message via our website's live chat and someone will be able to locate the package for you and provide you with your tracking number.
Warm regards,
The Hero Haven team
No returns
Practically no customer service have been trying to return a faulty mask no reply from this company and going by other recent reviews they seem to be scamming DONT order your kids Christmas presents from here u will be left out of pocket 😡
3 December 2024
Unprompted review
Reply from HeroHaven
Hi Robert,
Thank you for sharing your feedback. Upon reviewing your account, we noticed that you initially requested a refund because the product did not meet your expectations. Shortly after, you repurchased the same helmet at a lower price using our Cyber Monday discount and subsequently initiated a chargeback for the original order.
We would like to clarify that we are always happy to assist with price matches or discounts to ensure our customers feel valued and treated fairly. In this case, a simple request for a price match could have resolved the matter quickly and amicably.
We take customer feedback seriously and always aim for transparency in our practices. We hope this clarifies the situation and would be happy to address any further concerns you might have.
Kind regards,
The Hero Haven Team
I have yet to get my item
21 November 2024
Reply from HeroHaven
Hi Adam,
We are sorry to hear that you still have not received your package. Please send us a message via our website's live chat and someone will be able to locate the package for you.
Warm regards,
The Hero Haven team
When the Parcel was delivered the box…
When the Parcel was delivered the box was all damaged...As this was a Christmas gift it wasn't the best look...luckily the item inside wasn't damaged I did consider on returning the item .But decided to keep it and used a gift box as I had to wait longer on delivery than expected...
21 November 2024
Reply from HeroHaven
Hi Darren,
We are sorry to hear that your package was damaged in transit.
Please send us a message via our website's live chat since you may be eligible for a partial refund if you do not want to exchange your item.
Warm regards,
The Hero Haven team
Spiderman mask chin control
I placed an order for a spiderman mask chin control on the 13th November 2024 it is now the 26th November and it still isn’t here, I’ve emailed the company within this 2 weeks period what shipping is only ment to be 5-7 working days as advertised on the site when ordering.
I have phoned the phone number the company has shown on the website on a number of occasions throughout the last 2 weeks and got no answer and then went on the site and spoke to the bot on their and it took them 2 days to reply back to me and at first they said I didn’t have an order with the order number I received now they have looked into it properly they have said “ the shipping label was destroyed in transit” and the package is now back in transit and would be delivered sometime late this week!
The communication is absolutely appalling and the delivery is not as it says and I still haven’t had no parcel delivered!
EDIT: the mask arrived on the 3rd December that is 21days later !!! absolutely appalling the communication and they think it’s acceptable to just brush and dismiss your emails like nothing has happened and offer you 50% refund then 5% refund then just don’t offer you anything when the parcel has arrived !!! 😡
26 November 2024
Reply from HeroHaven
Hi Abby,
Thank you for your feedback, and we sincerely apologize for the delays and the frustration caused by the slow communication. As a small company, we’ve experienced a recent surge in orders and customer inquiries, which has led to some delays in our usual response times. We truly appreciate your understanding during this time.
After reviewing your order, we can confirm that your package was delivered today by Royal Mail.
We understand how important timely delivery is, and as a result of the delay, you are eligible for a partial refund. Please reach out to us via the live chat on our website to confirm that everything is in order with your order, and we will process the partial refund for you promptly.
We appreciate your patience and are committed to improving our service.
Warm regards,
The Hero Haven Team
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