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Business Profile

Collectibles

Fanhome LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Fanhome LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 24 total complaints in the last 3 years.
    • 23 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/02/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had been receiving a subscription to Star Wars Encyclopedia, which when completed forms an image. I have invested roughly $900 when I was advised my subscription was complete and ended. I have not however received all of the volumes. I have tried over the course of two and a half months to get in touch with someone for answers, but I am always told that I simply have to wait for an escalation. It has been too long and if I cannot get my set completed, I want a refund. I really just want the set to be complete.

    • Initial Complaint

      Date:06/20/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have 12 months subscription for Knight Rider model and my package number 11 should be delivered to me in November 2024. All other packages was already delivered. Since November 2024 i have been waiting for the package to be shipped, contacted the company and they said it is out of stock and it will be delivered as soon as possible. Since November last year I have been getting excused from the company about the package will be shipped soon,it's showing package is being generated, but nothing is happening. I had about 32 emails communication from customer service, but last two weeks they are not responding on my emails. So now I have unfinished model and I don't know if I will ever get my missing package. I want eight the missing package or full refund for my 12 months subscription.

    • Initial Complaint

      Date:06/09/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I subscribed to this company for the Darth ***** build up five months ago. Everything until this point has gone smoothly. On my 4th subscription, payment was collected in the amount of ****** THREE weeks ago. The company has yet to ship the package or send confirmation of payment. I am heavily considering cancelling as I have reached out NUMEROUS times getting the same runaround regarding my case being escalated. What is taking so long? The company is swift to collect payment, but wont honor sending the product that I work hard to pay for. This is RIDICULOUS!

    • Initial Complaint

      Date:05/26/2025

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      was subscribed to a monthly shipment of model parts and the last package that was paid for was on 9/7/2024 and item was never shipped tried calling several times to find out why it wasn't shipped and they kept giving me excuse and when i asked for a refund they refused Lost alot of money for a project i can never finish Knightrider car model i cancelled my subscription because i got tired of the excuses and tired of waiting for shipment

    • Initial Complaint

      Date:05/25/2025

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In August 2024, I pre-ordered the Legend of Batman subscription from Fanhome, which began shipping in October 2024. I received the first package at that time, which included Zero Year Part **** November 2024, a second payment of $22.06 was successfully processed. However, no product was ever shippedand since then, I have received nothing further, nor has Fanhome taken any additional *********** the seven months since, over 20 additional issues have been shipped to other subscribers, while I remain stuck at issue #1.I have repeatedly contacted Fanhomes customer service, as well as their parent company ***********, and have never received a meaningful explanation or resolution. Each time, Im told that my case has been escalated to a higher department that Im not allowed to contact, and that I shouldnt worry because I WILL receive the full subscription eventually.This is not an acceptable resolution. Fanhome took my payment in November and has provided no product, no timeline, and no accountability since then. I simply want the subscription I paid for and was promised.

    • Initial Complaint

      Date:05/07/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      OK I have a subscription with fanhome model r2 d2. I have had many problems with fanhome missing stages and not replacing them in packages. Now they took a payment t from me on March 16th and I still have not recoeved the package. I asked for my money back and to cancel my subscription. There response is always the same saying the escalated the matter and I will hear back from them in a 1 to 3 business days and I never do. What I want to do no w is cancel my subscription get my money back and return the boxes they have sent to me that are unopened stages and get my money back my next step is here then I have more steps if this doesn't work. I'm not letting this go. Please help me

    • Initial Complaint

      Date:04/24/2025

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am filing this complaint due to Fanhome's failure to fulfill an order after charging my ****** account, and for their lack of communication and proper customer support.On March 19, 2025, I was charged $68.40 via ****** for order number f2400502-00023. The estimated delivery window provided was March 24 to April 1, 2025. As of April 24, 2025, I have yet to receive any shipment or even a tracking number. Its been over five weeks since the payment was processed, and despite multiple emails, the company has not resolved the issue.Fanhomes customer service initially acknowledged delays due to "warehouse issues" and claimed the item was out of stock after they had already charged my account. When I followed up, I was told my case would be escalated, but since then Ive received no meaningful response, despite repeated requests and even a direct ask for a manager to contact me. I also provided proof of payment, as ************ this point, I feel the company has taken my money without delivering the product, which is unacceptable. This experience has not only been frustrating and disappointing but appears to constitute deceptive business practicescharging for goods that are not available and ignoring repeated requests for resolution.Desired Resolution:I am requesting one of the following:A full and immediate refund for order f2400502-00023, or Immediate shipment of the paid-for product with a confirmed tracking number.Additionally, I would like to receive a formal apology and a commitment from Fanhome to improve transparency and communication around order fulfillment and delays.Thank you for your help in resolving this matter.

    • Initial Complaint

      Date:04/24/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This is an ongoing issue. Fanhome will charge you for your order, then spend months saying it's being prepared in their warehouse before finally shipping it to you. When you contact customer service, you get the same canned responses every single time. They are supposed to take your money when they are ready to ship. It's a monthly service- it shouldn't be that hard. And yet, I am still halfway through a model that should have been completed a year ago. They are routinely delayed, and you are lucky if they don't charge you before making you wait. This company is a Ponzi scheme that occasionally pays out, if you are lucky. I made a payment on an order in February, and nearly three months later I still haven't gotten what I paid for!

    • Initial Complaint

      Date:03/18/2025

      Type:Customer Service Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am a subscriber to their Enterprise D build subscription. This service was bought by Fanhome after ********* the compnay that started this subscription went out of business. Now I get all the free stuff ********* was offering they were not going to fullfill those obligations. Even though I paid for a deluxe stand for the ship from Eaglemoss I expected to not get those perks, my loss. However the basic generic tripod stand to display this ship once built, I am being told I am not entitled to that either. This is poor, very poor customer service. I spent oover $1200 on the sets from them alone not counting the over $1000 I spent through Eaglemoss. And once this thing is built, a two foot long model, I have no way to display it. This is unacceptable, probably a $10 stand, and I've been told by two differnt customer servie people its not part of my subscription. By the way their names are ****** and ***** All I want is the basic stand everyone else gets as pasrt of their subscription. Based on the sets I bought through Fanhome the total amout comes to $1253.94

    • Initial Complaint

      Date:03/04/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Im not sure what the laws are but this place should be investigated; if what they are doing isnt criminal it should be. I am concerned their business model is to attract new members to their subscription, never deliver per their agreement, and frustrate the customer until they cancel, but only after the customer invested hundreds of dollars into an incomplete subscription. I would like Fanhome to make good on their promises and if not Id like to return the parts and get my money back. Here is more information. This business is a subscription service where a customer receives a piece of a large model kit every month. I subscribed to two models using their service and am a year into a two year subscription. So far they have not delivered per their promises. I am filing this complaint because they stopped delivering my models, charged me without delivering, raised their prices, declared they will not deliver anything for the next six months and are not accepting returns. I have hundreds of dollars invested into each model and if they do not deliver then I what I have is worthless. Even through they can not deliver to me they are still accepting new customers, offering 12% discounts to new subscribers and accelerating their subscriptions for one year rather than two like I have. They will not offer this to me and have since raised the cost of my subscription even though new orders are discounted. I am also concerned fanhome will go bankrupt before I can complete my model. I almost forgot to mention they charge my credit card for an order and typically do not ship it for over a month. Right now I am waiting on three packages from them and two of those are approaching two months since they have delivered my orders. I really want to receive what they promised me and what I have been paying for over a year, but if they can not deliver Id like a full refund including shipping both ways.

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