Signed up for a bi-monthly program where I would be shipped a new Battlestar Galactica Ship every 2 months in 2019. A few months into the subscription, there was a special release of a statue of a cylon that they would send me unless I specifically contacted them to cancel it. This was in addition to the ships I was receiving. I called and spoke to a customer service rep to cancel that special and discussed with her that I did not want to receive any future special releases of statues, only the bi-monthly ship subscription that I signed up for.

Fast forward to 2021 and I see in an online store that they are releasing a new statue as a special release and since I do not want these statues, I am happy that I stopped them from being added to my account. A couple of months later, I get a charge to my card and a shipping notice from Eaglemoss. When the package arrived, I was surprised to find a statue instead of the ship I was expecting.

I then called Eaglemoss customer service, spoke to a customer service rep, and explained the situation. She then proceeded to tell me that I did not cancel the special releases and that is why I received the statue. I explained my previous conversation with the previous rep and how I was not supposed to receive these special releases. She said she saw that I cancelled the last one, but there was no cancellation of these special releases on my account, just the single cancellation. I explained the previous conversation and said that the previous person apparently did not cancel the special releases moving forward as we discussed. She contined to insist that "the system" said that they were not cancelled and despite my insistence that the conversation happened, "the system" said that it did not. I asked to speak to a supervisor, so she asked me to hang on. The phone disconnected - she hung up on me.

I called back and immediately asked for a supervisor. After being put on hold, the same person kept coming back on the line asking if they could help me and I explained I was waiting for a manager. The 4th time, it seemed to be the same person but she started asking questions. I explained that I wanted to speak to a supervisor and she said that was her. She did not identify herself as one until I asked. (It is possible that it was a different person, but I don't believe that it was.)

In speaking to this person, they seemed to have little concern that the previous rep hung up on me. After explaining the situation again, they went back again to "the system says" that I did not cancel the special releases. After several hopeless rounds of my explanation and insistence that I did cancel them and she insisting that "the system" said I didn't, she put me on hold. After a few minutes, she came back and said that she was going to submit a request with their corporate office to accept a return. That was 2 weeks ago and I have heard nothing. I don't have the energy to keep chasing my tail with a company and customer service department that insists that it's my fault, not theirs. This is incredibly unprofessional.

How about, you stop sending the special releases that your customers never asked for and only send them what they subscribed to?

I guess I will have to keep something I didn't order... because they just don't care. Business must be pretty bad to have to force people to keep products they didn't order.