“Do not buy. Customer Service is horrible and will not respond to emails no matter how much you spam them. My figurine that I've pre-ordered got sent to my old address.”
“Very hard to get ahold of them for questions. Had a figure that Was delayed for awhile, but trying to find that out was rough. No Updates from them and took a couple of messages and many weeks to get a response.I understand figures being delayed because Shipments werent coming in, but I Would like to actually know if the figure I bought a year and a half ago was going to be delivered.”
“I’m glad I made my purchase with Glacier Hobbies! I pre-ordered an FGO scale figure of Artoria Castor and I love it. It’s been a journey with Glacier since the updates, but I’m happy with my purchase.”
“I'm a fair person and I hope yhe following shows that. In March of this year I purchased a figure from Glacier Hobbies, sadly it never came in, not til months later I had to drive an Hour away to the indicated pick up place. The owner of the shop called Liem and he and I came to an understanding. He sent me the figure with a bit of a bonus. I thank him for that, but I feel that they need to work on thier customer service skills and don't rely only on Instagram to contact thier customers for any reason. Maybe I might buy from them again, but not now.”
“It took about two weeks to simply create the shipping label. The package still hasn't even shipped yet. Maybe the name of the store is more apt than I had initially thought. I wasn't expecting service to move at a glacial speed.”
“Takes over two years to get an order fulfilled. Zero communication despite multiple emails sent to your sales email. I’d never order from you ever again. I won’t be surprised when you go out of business.”
“It’s just like everyone says they take your money and never to respond to emails! I ordered a figure from them way back last year in May 2023! The figure release date was January 2024! I’ve emailed them a few times and never respond or refund! Still haven’t received my figure! DO NOT USE THEM!”
“I understand delays, but the lack of communication with customers leaves too much to say. They would "update" customers on Instagram and instead of making a new post for easily get updates or status, they planned to keep everything quite and provide updates on weeks/months old post inside the comments where no one could see the problems they where having. I tried to get a hold of them to update my address after moving almost a year and half sending DMs and emails, I was able right on the day they sent shipping tracking to get them to update it. If I wasn't on top of my email the order would have not make it to me. USPS messed up the box but the figure was fortunately safe. They used to have a contact form on they site which I had used before but magically they decided to remove it from their website, leaving communication on their sales email, which they never answer, or Instagram DMs, which they selectively answer to people to evade customer requesting for refunds. I have ordered from them before with no issues but again lack of transparency with your customer is awful. I ordered on April 14, 2022. Their website still shows that the release date was supposed to be January 31,2023 (they just didn't even care for updating this) Got my order miraculously on July 2024.”
“I understand delays, but the lack of communication with customers leaves too much to say. They would "update" customers on Instagram and instead of making a new post for easily get updates or status, they planned to keep everything quite and provide updates on weeks/months old post inside the comments where no one could see the problems they where having. I tried to get a hold of them to update my address after moving almost a year and half sending DMs and emails, I was able right on the day they sent shipping tracking to get them to update it. If I wasn't on top of my email the order would have not make it to me. USPS messed up the box but the figure was fortunately safe. They used to have a contact form on they site which I had used before but magically they decided to remove it from their website, leaving communication on their sales email, which they never answer, or Instagram DMs, which they selectively answer to people to evade customer requesting for refunds. I have ordered from them before with no issues but again lack of transparency with your customer is awful. I ordered on April 14, 2022. Their website still shows that the release date was supposed to be January 31,2023 (they just didn't even care for updating this) Got my order miraculously on July 2024.”
“I had completely forgot this order, that I placed 2 YEARS ago, mind you and tried cancelling but hardly got any response. I was so busy with life changes at the time, I forgot to contact them AGAIN about getting this cancelled and refunded. I needed the money at the time and it seemed there was so priority by their part to getting that resolved.
It's also super frustrating because now I cannot get a refund since I no longer live at the address the package is being sent to, so I'm unable to send it back for my money back. I had to move over a year ago because of rent hikes at the location.
I'll never plan on ordering again. Perhaps in person is fine, but online was not enjoyable at all nor was the customer service. I recall it'd be months inbetween responses, which led to me eventually forgetting about said order. This has not been a reliable service in the slightest.”
“Used to be good, but they haven't responded to my messages in months now and I still have a pending preorder with them from November 2021. Don't preorder anything from them, their backlog is ridiculous and the lack of communication makes it impossible for me to recommend them to anyone in good faith.”
“This is my go-to hobby store. Despite other stores already have some items in-stock, I chose to wait for this place to get theirs and support them.
I just wish their customer service improves more. I have to follow-up a few time on the same question to get a response. Usually I just let it slide when they ignored most of my inquiries about their upcoming stocks, or potential preorders, since I assumed they’re swarmed.
Please don’t let this issue continue. I really want to support you guys.”
“I honestly think y'all are crazy asking me for feedback after ghosting multiple emails and DMs. I would have been a little more okay with the insane several year long delay had you actually communicated anything to me. Instead my messages were ignored and I had to sit and wonder if I was ever going to see my order or my money. I had literally given up and accepted I wasn't going to get either of those. And with so many other people saying the exact same I can really confidently saying I'll be telling people to avoid this place.”
“I have to give this a 1 star review. My order was placed in June 2023 and I'm writing this review in May 2024 and I still don't have my product. Sorry Glacier Hobbies, you need to do better.”
