I started this build with Eaglemoss, but they went bankrupt when I just started the engine block. I thought my dream of a great Ecto-1 build was lost. Then I learned that FanHome picked it up. I wa... See more
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Website was a little confusing and hard to navigate as it doesnt really give many options or really a way to check into your order. I feel like this is going to be some sort of disappointment in the b... See more
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Your website does not work well. It is difficult to review current subscriptions or sign up for a new one. I'm a software engineer and think you should fire whomever made your website.
Company replied
It won’t let me log in so I can get the digital instructions and the first package didn’t come with instructions (Edit) I forgot to activate my account so 4 stars
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Company details
Written by the company
WE EXIST TO MAKE FANDOM STORIES YOU LOVE, LAST FOREVER. From our high quality catalogue to our unrivalled range of popular and rare figures, all our products are original in-house designs you won't find anywhere else. Be inspired by our exclusive content.
Contact info
United Kingdom
- +44 20 3991 1199
- support@uk.fanhome.com
- fanhome.com
4.1
Great
11K reviews
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Replied to 98% of negative reviews
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Lack of customer service and customer support and delays and missing parts.
I have been subscribing and building my 1966 Batmobile for two year’s but after 4 months of reaching out to fanhome regarding my missing parts they have not attempted to communicate with me or acknowledge my messages then I decided to subscribe to the 1989 Batmobile and I’m behind 3 issues so far and all I hear through word of mouth that there have been delays each times fanhome keeps on using the same standard form excuses this has cause too many collectectors to cancel there subscriptions and get frustrated with there lack of customer service and lack of support I’m thinking of filling a claim with small claims court in New Jersey or New York to hope settle my claim for compensation of refund funds.
April 30, 2026
Unprompted review
Reply from Fanhome
Hi Richard!
We deeply regret the problems you are experiencing with your Batmobile collections.
Your case will be treated with the highest priority. To proceed, please send us your details through the Trustpilot email. This information is crucial for us to assist you with this matter. We’ll reach out to you as soon as we receive it.
Thank you very much for your understanding.
Sincerely,
Fanhome
Reply from Fanhome
Hi Matthew,
Thank you so much for your fantastic review! We’re thrilled to hear you’re enjoying your subscription/purchase. Your support means a lot, and we look forward to continuing to bring you great experiences each month!
Warm regards,
Very simple to complete a fresh…
Very simple to complete a fresh subscription, no issues at all. With a short message to customer service I was also able to ensure payment date was adjusted so that it coincided with my existing subscription.
April 29, 2026
Reply from Fanhome
Hi Customer,
Thank you so much for your fantastic review! We’re thrilled to hear you’re enjoying your subscription/purchase. Your support means a lot, and we look forward to continuing to bring you great experiences each month!
Warm regards,
BRILLIANT COMPANY AND TOP MARKS…
BRILLIANT COMPANY AND A TOP MARKS CUSTOMER SERVICES. i’ve had No
problems with them and Anila who i communicated with, was very helpful and gave me the information i needed to hear. Great model building company. highly recommended.!
April 30, 2026
Unprompted review
Reply from Fanhome
Hi Sharon,
Thank you so much for your fantastic review! We’re thrilled to hear you’re enjoying your subscription/purchase. Your support means a lot, and we look forward to continuing to bring you great experiences each month!
Warm regards,
My experience with Fanhome has been extremely disappointing
My experience with Fanhome has been extremely disappointing. The communication is inconsistent, the shipping timelines are unreliable, and the customer support feels unprepared to resolve even basic issues.
For a subscription service that charges premium prices, the lack of organization and accountability is unacceptable. I expected a smooth and reliable experience, but instead I’ve spent more time chasing answers than enjoying the product. I cannot recommend Fanhome based on how poorly my orders and concerns were handled. I started the Star Wars Encyclopedia collection in 2023 and still incomplete.
April 27, 2026
Unprompted review
Reply from Fanhome
Hi David,
We’re very sorry that on this occasion our services have not met your expectations, and we appreciate your feedback.
Our team is working diligently to contact you soon and provide the support you need regarding your request.
Sincerely,
Fanhome
Reply from Fanhome
Hi Omar,
Thank you so much for your fantastic review! We’re thrilled to hear you’re enjoying your subscription/purchase. Your support means a lot, and we look forward to continuing to bring you great experiences each month!
Warm regards,
With the exception of still waiting a…
With the exception of still waiting a month on an item I’ve ordered that hasn’t shipped yet everything has been great. All 7 of the others I ordered arrived within 10 days and were amazing quality.
April 29, 2026
Reply from Fanhome
Hi J.R.,
Thank you so much for your fantastic review! We’re thrilled to hear you’re enjoying your subscription/purchase. Your support means a lot, and we look forward to continuing to bring you great experiences each month!
Warm regards,
🛑 Where to start 🛑
Where to start. Rarely on time. What is received will change from original pictures when purchasing. Consistent emails claiming they’re behind with this month’s order but they are working to fix the issues. Get emails that do not pertain to my subscriptions. Generic responses when asking questions by email. Good example, they fell behind a month on two subscriptions recently. Never sent the kits to bring up to date, so expect months with no kits. Some kits literally come with one or two parts, pricing does not match most kits received quantity or quality. Online manuals are not clear and often have mistakes or better yet, you’ll receive kits and there’ll be no instructions online, sometimes up to a month or longer. No email letting you know they’re there. They offer new subscribers discounts of $100, but to longtime paying customers that put up with all these issues…get nothing. I DO not recommend Fan Home or DeAgostini monthly model kits. Will only bring you anger and the feeling you’re getting a solid fist to the rear. The WORST customer service I’ve ever, I repeat EVER experienced.
April 15, 2026
Unprompted review
Reply from Fanhome
Hi Chris,
Thank you for sharing your feedback. We are sorry to hear about your experience, and we understand how frustrating these situations can feel.
Information about pricing, delivery schedules and the contents of each shipment is available before subscribing in the Your Subscription in Detail and Frequently Asked Questions sections on our website. You can also cancel your subscription at any time with no long term commitment.
Regarding the quality of the parts, all items in the collection are produced using approved materials and undergo standard quality checks before shipping. If you ever receive a part that does not meet expectations, our Customer Service team will be happy to assist you.
If you have pending deliveries or missing kits, please contact us through the form on our website, so our team can review your account and provide an update.
For the assembly guides, some collections offer the issues in digital format. Once you receive your first delivery, the instructions become available in your customer area under Assembly Stages and new issues are added automatically with each shipment.
We appreciate your patience and hope you continue to enjoy your collection.
Kind regards
Fanhome
Top notch and cherry on top
I have a full membership my husband got me for the Peanuts collecting. Their packaging is always perfect and my scenes arrive in one piece. I had to contact their customer service for a piece that didn’t fit quite right and for a scene that didn’t arrive with its magazine. Let me just say I don’t think I’ve ever spoke to
Such polite and caring representative.
Ergi was the sweetest and apologized a thousand times lol but was very quick to make sure everything was in order and coordinated shipping of the scenes asap.
The material is top notch and great quality, and the customer service is cheery on top
April 29, 2026
Unprompted review
Reply from Fanhome
Hi Susan Saldarriaga,
Thank you so much for your fantastic review! We’re thrilled to hear you’re enjoying your subscription/purchase. Your support means a lot, and we look forward to continuing to bring you great experiences each month!
Warm regards,
Got everything setup right
Got everything setup right. That’s what was important. Very nice people.
April 27, 2026
Reply from Fanhome
Hi John J,
Thank you so much for your fantastic review! We’re thrilled to hear you’re enjoying your subscription/purchase. Your support means a lot, and we look forward to continuing to bring you great experiences each month!
Warm regards,
Reply from Fanhome
Hi Paul,
Thank you so much for your fantastic review! We’re thrilled to hear you’re enjoying your subscription/purchase. Your support means a lot, and we look forward to continuing to bring you great experiences each month!
Warm regards,
Reply from Fanhome
Hi Albert,
Thank you so much for your fantastic review! We’re thrilled to hear you’re enjoying your subscription/purchase. Your support means a lot, and we look forward to continuing to bring you great experiences each month!
Warm regards,
Loving the service
I love the experience of receiving packages and having to build them the quality of the product is amazing as well as the packaging.
April 20, 2026
Reply from Fanhome
Hi Austin,
Thank you so much for your fantastic review! We’re thrilled to hear you’re enjoying your subscription/purchase. Your support means a lot, and we look forward to continuing to bring you great experiences each month!
Warm regards,
Reply from Fanhome
Hi Richard,
Thank you so much for your fantastic review! We’re thrilled to hear you’re enjoying your subscription/purchase. Your support means a lot, and we look forward to continuing to bring you great experiences each month!
Warm regards,
Nothing but a scam
I began the Infinity Gauntlet build in 2023 and the first packages were swift and cheap. Then the price elevated to $80 per package, then $125... And then they stopped. I waited for 6 months to get package 19 and it's been 9 months that I've waited for the final package #20. All they give us is lip service and cookie cutter emails about a warehouse move and items being out of stock...for over a year. Invest your money in a company that will actually deliver what it promises. Agostini / Fanhome isn't it.
Despite their reply, requiring me to respond via TrustPilot email, which I don't have, I log into my Fanhome account to find that my subscription has been deleted. There is no sign of it anywhere, just my profile. I guess that indicates exactly what sort of customer service you get.
April 28, 2026
Unprompted review
Reply from Fanhome
Hello Patricia,
We’re very sorry to read your message and to learn about this issue.
We kindly invite you to send us an email with all the details to support@usa.fanhome.com. Our team will help you resolve the problem as soon as possible.
Thank you very much in advance, and again, we truly apologize for the inconvenience.
Kind regards,
Fanhome
The worst company ever
The worst company ever. Parts are missing every other package. I purchased the Darth Vader model. There is roughly 120 packages for the build. I had to wait 5 months for missing package 14. I finally got it and resumed build. Made it to package 39 that was supposed to be delivered in October it’s now April. I can’t do anything as those parts I need to continue. For a company that changes $100 dollars a month they are terrible. I will never buy from them again.
April 27, 2026
Unprompted review
Reply from Fanhome
Hello Greg,
Thank you for sharing your experience with us. We are very sorry to hear about the delays and missing packages you have faced with your Darth Vader collection. To allow our team to inform you about your pending deliveries and provide further assistance, please contact us through the form on our website.
Thank you very much for your understanding.
Kind regards,
Fanhome
Reply from Fanhome
Hi Brian,
Thank you so much for your fantastic review! We’re thrilled to hear you’re enjoying your subscription/purchase. Your support means a lot, and we look forward to continuing to bring you great experiences each month!
Warm regards,
Amazing experience love the variety of…
Amazing experience love the variety of nostalgia
April 22, 2026
Reply from Fanhome
Hi Aaron,
Thank you so much for your fantastic review! We’re thrilled to hear you’re enjoying your subscription/purchase. Your support means a lot, and we look forward to continuing to bring you great experiences each month!
Warm regards,
Reply from Fanhome
Hi Wilfredo,
Thank you so much for your fantastic review! We’re thrilled to hear you’re enjoying your subscription/purchase. Your support means a lot, and we look forward to continuing to bring you great experiences each month!
Warm regards,
I was a bit reluctant to do this
I was a bit reluctant to do this, but after some research im glad Im glad i did. Got my introduction pack with in a few days. The quality is pretty dang good. Overall im going to see this one through and next is the John wick car.
April 21, 2026
Reply from Fanhome
Hi William Hamm,
Thank you so much for your fantastic review! We’re thrilled to hear you’re enjoying your subscription/purchase. Your support means a lot, and we look forward to continuing to bring you great experiences each month!
Warm regards,
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