Model Space/us/ Reviews 4

I'd give them zero stars if I could. Worst experience ever. No communication with customers. Promises made, never kept. Cut my losses and threw out 50% built model. If you post anything negative about them in their forums you get deleted. STAY AWAY!

Awful customer service. Returned an item nearly one month ago. Item was received 2 days after I returned it to them. (Someone picked it up at a CVS, weird...) Now they cannot tell me when I am going to get my refund because it "requires approval from home office," and the home office is currently not responding. I asked what they do when the home office does not respond and the rep replied "we wait until they do." After reading plenty of reviews on here, it looks like keeping money from returned items is their M.O.

Ordered a Model on a 24-month plan. The last pack received was #11 January 2021. As of October 2021, they have no info on when this will be available. Every month I get an email that it is back ordered with no eta. Would recommend avoiding this company since you have no guarantee you can finish the project.

Wow, where do I start with how bad the service is. The model itself (I am trying to work on the Millennium Falcon) is really nice and I like it a lot, but good grief is the service poor. It started in 2017 when my wife placed the original order a month before my birthday so I could start it on my birthday. After being charged for the first month and not getting anything, she started to call them. All she got was a runaround. Nobody knew anything helpful. They kept saying different things every time she called "it was going out Friday, we only ship on Fridays", "It will be shipping today", "I will have the warehouse contact you directly within 3 days". Even when she asked to talk to a supervisor she was told that they would contact her in 3 days. It has been 6 months and no supervisor ever called. I finally had to start calling them every day myself as it was over a month and still nothing, except that they took our money; twice since it is a monthly subscription. Finally it was about 7 weeks before the boxes showed up. Finally we found out that they had an issue in the warehouse and never said anything. Now, 6 months later, I am having issues that I am not getting all the boxes that they have taken our money for. 1 month ago I was supposed to get in month 13 and month 14, but I never got month 13, just 14. After calling and having support tell me that they would resend it, I just had to wait 2 weeks to get it. Now, a month later, I am still waiting after a supervisor finally emailed us (3 weeks ago) saying that month 13 was out of stock and would ship in 2 to 3 weeks, but that all the months after 13 were in stock. Yesterday I was supposed to get months 15 and 16. Yeah, right, all I got was 16. Now I don't have 13 and 15. So here I sit. I can't work on anything until I get 13 in. I just sent another email to them..... I hope someone there knows how to read it and can give me accurate information, because so far service has been miserable.
It seems that when you call in all you ever get it a runaround. I have never been given accurate information when I call. I posted another review on their Facebook page, only to have them say to pm them my information so that they can make it right... Yeah, making it right turned out to be ignoring me after I sent them my information and all they said was sorry. Nothing changed. Then they removed the review section.
I now that I am not the only person that has had this issue, just be warned that while the products seem to be very nice, just hope that you never have to call into support. You will bang your head on the wall over and over again with no results.

UPDATE: Well, after posting this on Feb 2, 2018, I finally heard from someone on March 22, 2018. Here is the email chain from today at the top and March 22 on the bottom. As of March 29, 2018, I still have not heard from anyone as to what is happening and what is being done.
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Well, it has now been a week since I sent this information that you requested so that you could "speak to our US manager to get it fixed straight away" and I still have not heard anything back. This is exactly what I have been putting in all my reviews and even what I sent in as a response to this request. I am still missing packages 13, 15 and 17. I have just gotten in today 19 and 20, which would normally put me at 80% of my subscription, however, I haven't been able to do anything on this for the past 3 months. I continue to wait, indefinitely apparently, to find out what is going on and when I should finally get my product that I have already paid for.

I await your response as to what is happening and when it will all be resolved.

Larry

On March 22, 2018 at 11:12 AM Larry wrote:

So I found my order number from July 14, 2017. It is order number xxxxxxx (12 months of the Millennium Falcon).

As of today, I still have not received pack 13 (supposed to be to me for about January 1, 2018), pack 15 (supposed to be to my for about February 1, 2018), pack 17 (supposed to be to my for about March 1, 2018) and next week I am going to be charged for packs 19 and 20 and we will see what I actually get because every time I ask, I am told that the packs are all in stock to ship to me. At this point I don't even know what I will get in the next weeks.

When I called in earlier in March to find out when I was going to get the missing packs, i was told the second week of March they would be sent out. Well, now it is the end of the third week and when I talked to them this past Monday, they were still saying the second week of March, too bad that was the previous week.

I even went so far as to call from the USA to the UK to talk to a customer service person there to find out when the USA would have stock of 13, 15 and 17 to ship in the USA and they said "2 weeks". That seems to be the standard answer, 2 weeks. I have been getting that from the USA people (and now the UK people) for 12 weeks now. I also got the same "2 weeks" runaround at the beginning of my subscription back in July 2017.

One of the biggest issues I have is that there is no correct information about what is happening and when I will receive the product that I have already paid for. They have already taken 3 FULL payments even though I have only received half of my shipments. Also, there is no warning that you aren't getting what you paid for, it just doesn't show up and you are left wondering what is going on. If someone at least let people know that stock is back ordered and when they are going to be in stock that would be helpful (of course also not taking our money until the product ships is another thing that might make people less mad).

I am supposed to have the entire model within the next 4 months since that will be 12 months, but if I keep getting half, then I won't be able to do anything and it will be longer than 12 months. As you can see, I am extremely frustrated at all of this.

I await your response as to what is happening and when it will all be resolved.

On March 22, 2018 at 10:38 AM International Shipping Model Space UK wrote:

Hi Larry,

Thanks for getting back to us. So that we have more information, can you please let us know which issues you are still having and we will speak to our US manager to get it fixed straight away for you?

Larry wrote 33 minutes ago (March 22, 2018)

I am located in Central USA Time. Please feel free to call me on my cell phone number that I provided between 9 am and 4 pm. I continue to have issues with the service, support and receiving paid for product. I haven't had time to update my review to add further issues to it.

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UPDATE (April 25, 2018)

Well, back on April 2, 2018, I was told that the missing packages were sent to the USA and that I should be receiving my missing packages (hold onto something....) in 2 to 3 weeks. It sounds just like nothing has changed as it has now been over 3 weeks and I am scheduled to get in my packages 21 and 22 tomorrow. At least that is what UPS is telling me. That means that if I had gotten in my missing packages, I could be 88% done once I finished with the 2 packages from tomorrow. Instead, I am still back at 48% since you can't continue with a missing subscription package. I sent in another email and I am waiting to hear what they say this time. I called in to the USA customer service line to find out when they said I should get the missing packages, and they said that they didn't have any idea when I would get them but that they would escalate this to the backorder team and then they would get back in touch with me when they had the information. Now I wait some more with little to no faith in their customer service.

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UPDATE (June 28, 2018)

Well, it has now been 2 more months of having people tell me "2 weeks". I have finally (as of June 1, 2018) should have had all 25 packages of the Millennium Falcon build. Model-Space.com has not disappointed in the entire lack of customer service. As of May 5th I was missing packages 13, 15 and 17 with 23, 24 and 25 supposed to show up June 1. On May 5th, I finally got in 17. For June 1st I received in packs 24 and 25, NOT 23. On June 26th, I finally received in pack 15, but I am still missing pack 13 and 23. When I call in to support all I get is that they are still backordered and they don't know when they will show up. I have piles of boxes that I can't do anything with until at least 13 shows up and nobody can tell me when that will happen. I have been sending emails every 2 weeks to find out what is happening but I don't get any real answer other than "Sorry". I just hung up with talking to a "Customer Service" rep and all he could say was "Sorry they are backordered and we don't know when they will be in". I wish I could give negative stars.
Be aware that I know I am not the only person that is having this issue. I'm not sure even as good as the product is whether or not I would ever purchase another subscription. I am even worried that if you purchased a full subscription so that you are supposed to get all the packs at the same time whether it would work out correctly or if they would only send what they have and then you are back into the issues.