First off, thank you for taking the time to read my review whoever and wherever you are! Second, there is a very real discussion going down on r/BSG at https://www.reddit.com/r/BSG/comments/ro3c8e/eaglemoss_is_a_clusterfrak_and_probably_run_by/?utm_source=share&utm_medium=web2x&context=3 and the people there have all reported similar or often FAR WORSE service than what I received.
Here are some of the highlights (i will be quoting directly from the link above):

"I've had nothing but trouble ordering from them directly. Pre ordered the Stargate ships and told the one that was supposed to ship in November wouldn't ship till January because it was out of stock. It was not marked out of stock when I bought it.

I also bought a Rick Sanchez figurine during the Halloween sale and still haven't received it because it was apparently out of stock. Again, not marked out of stock when I bought it.

They also don't update with tracking numbers. My last two orders I had to call them directly to get any information at all. Once my pre-ordered Stargate ships finally show, I will never buy directly from them again. What a $#*! show."

And here is another showing how much worse US customers have it:
"In the US they don't even have an account system for the subscription model service. There is no way for me to check how many shipments they've made, what payments I've made, or they've collected, what I can expect to ship in the future, or which shipments they've skipped so far. I received a handful of "I owe you" flyers for out of stock items instead of the actual shipment in the first year, but they stopped doing that too. In April they sent an email that they were sending the proton pack extras "soon". And then I heard nothing about it again for 4 months, and when I finally got a hold of someone they said they would send them when they're in-stock again, TBD.

When I've contacted them to ask if I could get an accounting of which items they they've sent so I could compare with what I've actually received, they sent back instructions on how to change my credit card associated with the subscription.

There is an customer service email, but it always auto-responds with instructions on changing your CC and the phone just rings forever.

The UK has an entirely different system, with online customer accounts, etc, because the UK has more effective consumer protection laws.

This is far and away the worst customer experience I've ever had with a company."