Collectors Den 

I have been waiting over 3 months now for a reply on a email and over 5months now for what I actually bought, this is the worse website I have EVER used in my life !!
If you don’t have the product you should just tell your customers rather than ignore them I have sent over at least 10 emails ! And had 1 reply in January !!!
DO NOT BUY FROM THESE FRAUDS

So, where do I begin. I placed my order with Collectors Den Liverpool, on the 13th Feb 2023 for an item listed as pre-order. Stock due Feb 2023. I paid in full and received an order confirmation via automated email. All good so far.
It was after that when it all fell apart. About a week after placing my order I sent an email to their listed email address (no telephone number on the website) simply asking if there was any update. The email address listed on their website curiously ended in '.co', but I thought i'd give it a try.
After a few days there was no answer, so I filled out the same question on their web form. Still no answer after a few days. So I sent another asking to cancel my order (there is no other method) due to their lack of contact and my dwindling faith in them. Still no answer.
Not convinced that the '.co' email address worked, I found Collectors Den listed on eBay. This was listed with a different email address. So, I sent an email to this one too, requesting my order be cancelled. Still no answer.
So, despite all of this, they still haven't contacted me even though I have used their website email, website contact form and then their eBay email address. I should add that some of these were tried more than once.
Needless to say, I'm not impressed with their level of customer service. They have my money but really couldn't care about anything after that. This left me with no option but to go via my bank to reclaim my payment. This is still pending but I have no doubt that this will be successful under the circumstances.
I also note that there is another review on here this month from another customer who experienced the same issues as I. My advice to anyone reading this? AVOID COLLECTORS DEN!
I should add that I managed to find what I wanted from another company for the same price and placed an order. It was delivered seamlessly only 48 hours later. That speaks for itself....

Review update. I have now received a reply from CD as a result of this review placed earlier today. I replied to them as follows;

Thank you for your reply. It's a shame that it took a negative review for you to respond.

I find it impossible to believe that neither your work email, online forms and personal email were left unmonitored during that time, especially when your business exists online.

At least you have acknowledged receipt of my initial messages but now I know that you chose not to respond.

Maybe you could see this as a learning experience and maybe even respond to customers in the future, even if it just to acknowledge their message.

Kind regards

If I can give a negative star, I would! I place an order with them and got a confirmation. Weeks went by.. no status of the order. I sent them one inquiry thru their own website and two by regular email to them. No reply. I had no choice. I told them I would contact Paypal, and I did. After Paypal gave me my refund, Collectors Den emailed me, saying that I did not contact them directly and now they are blocking me. "Don't use us again!" they wrote. What kind of f@#king experience is this? Stay away from this place!!!

Received great service, ordered items on a Saturday and received them the following Saturday. These were hard to find items and they were still sold at the original RRP, so I was lucky. Order was sent tracked post for free and I received a Royal Mail update saying they had my parcel with the tracking number. Now this was in the summer before the Royal Mail strikes so there were no delays like there currently are.

I just recieved my Hot Toys Jango Fett and was very happy with the service- I recieved it as soon as it was in stock and it was very well packaged (double boxed and extra polystyrene) so it reached me in perfect condition. Would use them again and highly recommend to other collectors

This was my second order with Collectors Den and all is good and well. Could not of been quicker sending my order out. Very well package. A big thank you. A1 service. 👍😊

Whilst I've ordered from here in the past I felt I had to change my review to reflect my current situation
There is no communication from this seller across multiple platforms
When my order was questioned by my wife she was offered "store credit" but why use store credit on something other than what has already been paid for and awaiting

A post was put up confirming stock orders from hasbro were lacking but then nothing, my messages are on going and my response is equally lacking

Although I've ordered multiple times in the past with little to no issue I feel this is the only way of being "seen"

Pre-ordered a figure that states its in stock ( confusing to begin with)
But will be in order sep/oct 2021 I ordered the item in early January 2022 so didn't expect a problem.
February i contacted them for information which they didn't respond to so put in a claim with PayPal.
They then contacted me immediately asking why id put in a claim, rather than apologising and explaining the situation I got
a negative reply.
Anyway I got a refund through PayPal and collectors den blocked 🚫 me from using them again.
As if I would.
AVOID...
sometimes buying the cheapest action figures advertised doesn't pay.
Stick to well know companies you can rely on.

Reply to this merchants reply

I stand by everything I've stated.
Your customer service is non existent and juvenile, after reading several other reviews a pattern reveals your inept and rude attempts at trying to demean the customer as being stupid.
I really don't care what else you have to state as your behaviour as an individual is quite honestly ridiculous.

Ordered a Neca Shredder without any issues- problem free ordering. Would recommend.

Another hassle free ordering experience from Collectors Den 👍 Great seller , great communication throughout. Totally recommend them for all your geeky needs. Ordered so many things from them and never had any issues what so ever! Items always come well packaged and protected which is great for us in box collectors. They are and always will be my go to store 👍😊

Now on my second order with Collectors Den, and awaiting my third with pre-orders due in anytime soon. Bought both GI Joe and Transformers lines so far, quickly dispatched, really secure packaging and great to have the deliver options to collect from a local post office if you’re not going to be in (I’ve got scumbag neighbours, so this is a huge plus for me!)
Glad I’ve found Collectors Den and will be continuing to purchase from them.

By far the best action figure retailer I’ve dealt with. The communication is spot on and the items are always packaged to a very high level. Collectors den is now my goto supplier and I would highly recommend them to anyone.

I heard about Collectors Den through a friend, then saw there stall at a comic convention. They had the B&W Neca Frankenstein in stock and at a price that was between 5 and 15 pounds below other sellers (So I had to buy one, right?!) Since then I've ordered a few items, which arrive quickly and well packaged. Important if you display your figures in the box. I find items are often a lot cheaper than other toy specialists and they get items quickly. I recently enquired about the Neca Universal Monsters x TMNT Raph as Frankenstein and they checked their supplier and got me the figure within 48 hours. Great service. They also now open their store which means you can actually go and pick up your item if you're local. Bonus! I'll certainly be ordering more in future to feed my newly acquired Neca habit :D
Also check out their special offers section, without it I would have never known I needed 3 GI Joe figures but apparently I definitely did...

My husband and I regularly order figures from a bunch of online retailers and Collectors Den are one of the very best. They have an excellent range of figures on their site, postage is fast and items are always packaged excellently. They also offer an option for payment plans on their website, which is really helpful for pre-ordering figures and spreading the spend out over a few months. Customer service is always brilliant and very friendly, with emails being responded to quickly. A big thanks to Collectors Den for all their hard work, and for feeding my collecting habit ;)

Long time follower but only recently placed my first order and couldn’t be happier. Arrived quickly and very well packed. I’ll be back!

Hopefully the final response to retailer's poor/odd responses to initial review.
• Contrary to whatever the retailer now says this review is for the correct item bought from Collectors Den, therefore the one star stands.
• Fact, the parcel I received was only fixed with one strip of thin paper tape, hence being unsecured and ripped open at one end. Retailer said they don't use paper tape, either way it was one strip of whatever tape he says he uses, hence still being unsecured. This is compared to others who I have bought from over the years from Kapow, Collectable Kingdoms, Forbidden Planet, Amazon, etc. all which were always well prepared for delivery and received with no issues.
• Retailer was given the name and order number as questioned in his 1st response to the initial review as he felt the review strange to begin with even though it was really placed for others to see so they are appropriately informed.
• The retailer’s poor attempt to blame the courier below and in my Google review "Our items are always packed extremely well as proved in this case that the outer packaging got damaged by the courier, but your item arrived safely." is unwarranted as are his responses to me. I appreciated the courier’s handling to maintain the item in the box up to the point it was handed over to me as it wasn't made secure to begin with. Once again just one thin strip was only applied.
• The retailer appears to get triggered/irritated "...Enjoy the rest of your day and hopefully you will receive lots of undamaged cardboard boxes in future." As I'm not that sensitive I find this response amusing although he has presented like this with anyone who put forward a concern, via other reviewers who have expressed legitimate concerns over their purchases on Google reviews and here. Totally disregarding their point as he has tried to do with mine. Give him his due he's consistent. If his attitude had improved with each of us may be the other poor reviews and mine wouldn't have appeared or would've been amended. These reviews are easily available for anyone to see. Even though, as said above, I do find his responses to me amusing and yea, perhaps unnecessary, beginning with calling the initial review "strange", (which he's done to another reviewer), I like to point out it's not strange to express a legitimate review. Seriously take it on the chin.

I even expressed my delivery may have been a one off, implying it may not be a regular situation. The respectful email, sent to him on the 10th Dec. long before this review was placed, expressing the packaging, whereby a reply wasn't received as he said below it didn’t warrant one from him, resulted in doing this review below, a month later. More than enough time to simply acknowledge it in a expected curtesy reply, especially as I was to any new customer. It's just good business. I probably wouldn’t have placed the initial review if he had done so back then, but his responses below have earned this one. Comparing him to others is reflected in the star rating and his customer service manner therefore the initial review/rating still stands and it wasn’t a waste of my time to do this as he feels it is.

Once again I can only speak for myself but I now wished I'd check his online reviews before making my order as they are informative. As he said below "...and I am sure people reading this will see that." Well yes, that we can agree on.

Original review given:
Disappointed with first order I had from them as tester as I usually order from several other online stores as an avid long-time collector. My initial order was bought with view to support them during the lockdown, but when I sent a polite email asking about this order's long delay and if they could give an eta the email the reply was not great. Don't need bells and whistles but a simple "hi and regards" wouldn't go a miss folks. As for the actual item when finally received, well the boxed package was only fixed with only one strip of paper/gum tape resulting in the box arriving ripped open at one end. Fortunately, the item inside was fine so I wasn't initially bothered. Sent a respectful email advising on this packaging for future reference if I was to place any further orders. Got no response to it. This may have been a one off but to be honest as this was a first order from a new customer I've decided 'first impressions count' and not to use them again. It a shame unfortunately but I'm only comparing them to the other top-rated service I've experience from other retailers.

Been using Collectors Den for my place to go for shopping for Transformers and the occasional dip into other fandom toys =) since mid last year.

They have superb shipping services, excellent customers service support, always. willing to go that extra mile . The most important for me is that even thou they are probably growing by each day they are always responsive and helpful

Keep it up Collectors Den =)

Fantastic customer service, all questions answered promptly.
I received update emails regarding my preorder and when I asked to change the delivery address this was accommodated with no issues.
I was notified my order had been dispatched yesterday and it arrived today when it did arrive it was well packaged with plenty of packing to prevent the item being damaged in transit

Never had a problem with collectors den; perfect service every single time! Highly recommended