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 Rank: Beginner Level 2 Groups: Registered
Joined: 07/01/2020 Posts: 12 Points: 19 Location: Toronto, Ontario Canada
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I haven't received my monthly box for January yet? The box I am expecting is box 15. from what I have read here and in other sources box 15 has been an issue for some time. (over a year) I have called the customer service line and all they can tell me is that there is an issue with some part. she also mentioned that box 16 has the same concern and that both boxes have to be remade and there is no idea when this will be done.
Does anyone have any idea what the concern is???
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 Rank: Superelite      Groups: Registered
Joined: 10/05/2010 Posts: 2,608 Points: 7,519 Location: Lincolnshire
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Can’t speak for Canada, but when I asked about UK supplies of Pack 15/16, CS told me they were having difficulty getting shipments from Italy, which is also in Lockdown.
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 Rank: Newbie Groups: Registered
Joined: 06/09/2020 Posts: 2 Points: 6 Location: Lincoln, UK
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Hi I have been having a problem for almost a year now and have been unable to successfully get a response either by telephone or email. I ordered a binder, still waiting, no binder (paid for), no response. Missing issues, no response. And the final one, I had a problem with the change of debit card, was asked to contact them with an alternative payment method but unable to contact on the number given or any other telephone number and no response to my email. I contacted DeAgostini who told me it was nothing to do with them and to contact Model Space who do not respond. Seriously considering taking this further with Trading Standards and my solicitor after reading others having the same problems. I have wasted money on something that is only half-built and I am unable to complete. God forbid they should update their customers in the process of buying, I have a lot more patience if they treated their customers with a bit of respect and updated them but they can continue to advertise as if nothing is wrong. Terrible customer service!  
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Rank: Super-Elite    Groups: Official Builds, Administrators, Moderator, Global Forum Support, Registered Joined: 04/06/2011 Posts: 4,224 Points: 12,817 Location: ipswich
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Sorry to hear you are having difficulties here.
There have been problems due to covid with deliveries and even customer contact. Bear in mind even customer services in the majority of companies have been working from home.
Please message 'Admin' here and I'm sure they will look into your issues.
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Rank: Administration  Groups: Administrator, Administrators, Forum Support Team, Global Forum Support, Global Forum Support Team, Moderator, Official Builds Joined: 24/08/2009 Posts: 1,907 Points: 5,737 Location: UK
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Please Pam me with all your account details. (NO PAYMENT INFO!!!) and I’ll forward it onto Italy. Stay well, Mark Hydravalera wrote:Hi I have been having a problem for almost a year now and have been unable to successfully get a response either by telephone or email. I ordered a binder, still waiting, no binder (paid for), no response. Missing issues, no response. And the final one, I had a problem with the change of debit card, was asked to contact them with an alternative payment method but unable to contact on the number given or any other telephone number and no response to my email. I contacted DeAgostini who told me it was nothing to do with them and to contact Model Space who do not respond. Seriously considering taking this further with Trading Standards and my solicitor after reading others having the same problems. I have wasted money on something that is only half-built and I am unable to complete. God forbid they should update their customers in the process of buying, I have a lot more patience if they treated their customers with a bit of respect and updated them but they can continue to advertise as if nothing is wrong. Terrible customer service!
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Rank: Administration Groups: Administrator, Administrators, Forum Support Team, Global Forum Support, Global Forum Support Team, Moderator, Official Builds Joined: 24/08/2009 Posts: 1,907 Points: 5,737 Location: UK
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Packs 16 and 16 are now shipping in the UK, which means we should be seeing them sometime soon in North America. Stay well, Mark smithj2540@gmail.com wrote:I haven't received my monthly box for January yet? The box I am expecting is box 15. from what I have read here and in other sources box 15 has been an issue for some time. (over a year) I have called the customer service line and all they can tell me is that there is an issue with some part. she also mentioned that box 16 has the same concern and that both boxes have to be remade and there is no idea when this will be done.
Does anyone have any idea what the concern is???
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Rank: Newbie Groups: Registered
Joined: 06/09/2020 Posts: 2 Points: 6 Location: Lincoln, UK
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Hi Mark (Admin)
I have tried to PM you but just received a messages stating that your message box was full and you would not receive my message. Please advise.
Hydra 
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Rank: Administration Groups: Administrator, Administrators, Forum Support Team, Global Forum Support, Global Forum Support Team, Moderator, Official Builds Joined: 24/08/2009 Posts: 1,907 Points: 5,737 Location: UK
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Fixed! Y’all keep me busy!
Best,
Mark
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Rank: Superelite Groups: Registered
Joined: 10/05/2010 Posts: 2,608 Points: 7,519 Location: Lincolnshire
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admin wrote:
Packs 15 and 16 are now shipping in the UK, which means we should be seeing them sometime soon in North America.
Stay well,
Mark
Sorry, but these packs don't seem to be shipping in the UK. Still no news on when they will either i'm afraid.   
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