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Business Profile

Hobby Supplies

DeAgostini Publishing USA Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hobby Supplies.

Complaints

Customer Complaints Summary

  • 31 total complaints in the last 3 years.
  • 16 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:07/11/2025

    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 have been trying to get this company to send me Package 13 of the 1/8 scale ******* 330P4 since 6/1/2025. The 1st attempt they made resulted in a duplicate of a package i already received. I took pictures and forwarded it to them as a way to expedite the process. It is now 6 weeks since this happened and *********** has not resolved this issue. I would like package 13 sent within the next 2 weeks as a resolution

    Customer Answer

    Date: 08/05/2025

    Better Business Bureau:

    At this time, I have not been contacted by DeAgostini Publishing USA Inc. regarding complaint ID ********.

    Sincerely,

    **** ******

  • Initial Complaint

    Date:02/26/2025

    Type:Sales and Advertising 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.
    Transaction in the amount of $80 USD. Occurred after I had reached out to the company to put a hold on my subscription, because I cannot afford it at this time. They reach out shorty after to suspend my account. Then a couple of hours after that they charge me the $80 for this month, even though I just had them suspended my account. I reach out to them this morning and the only response I get is Their is nothing g we can do about it

  • Initial Complaint

    Date:01/29/2025

    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 subscribed to their Enterprise Build Program. This falls under their ******* brand. This is the last package i need to finish a project that has lasted three years and well over a thousand dollars. I have been waiting since August for this package and they give the same response with no real information. **** and Fanhome state that the package was picked up by *** worldwide on January 9th. Fanhome states that we need to contact ***, however the *** website states that even though ******* claims that ************* has the package, *** claims they are not in possession of the package. I have sent a message to *** asking where the package is and am waiting for a response. I have spent well over $1000 dollars on this model so I don't want to cancel/refund this last package. I just want the package. I have attached screen shots from Fanhome and OSM.

  • Initial Complaint

    Date:01/23/2025

    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.
    ON 1`1`/27/27 I paid for issue 1`5 of the Millennium Falcon subscription, ON 1`2`/27/27 I paid for issue 1`6 of the Millennium Falcon subscription. The shipping tracking shows "shipped" Shipping Partner: OSM WORLDWIDE BUT the **** is waiting on the package. Meaning my shipment from NOVEMBER has not been given to the ****

  • Initial Complaint

    Date:01/16/2025

    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.
    I have been owed multiple packages from a company under the DiAgostini name (Fanhome). Each month they say that a package has been sent to me, but they have not come. I have tried dozens of times to contact the company with little or no results. They now currently owe me for two packages that they appear to have no intention of ever sending to me. I have tried multiple avenues to contact their ****************** but always get a run around. If I was not half way thru the building of the kit I would cancel the entire thing.

    Customer Answer

    Date: 02/09/2025

    At this time, I have been contacted directly by DeAgostini Publishing USA Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

    The packages still take forever to come. I am in the process now of cancelling my account but I am unsure if they will cancel it because there is no online option to cancel, you have to call them during the week and in a different time zone. I also asked for my money back that I spent on the kits so far, but understand that its not very likely to happen. 

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.

    Sincerely,

    ***** ****

    Customer Answer

    Date: 03/03/2025

    Better Business Bureau:

    At this time, I have not been contacted by DeAgostini Publishing USA Inc. regarding complaint ID ********.

    Sincerely,

    ***** ****

  • Initial Complaint

    Date:12/12/2024

    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.
    To Whom It May Concern,I am writing to file a formal complaint against *******, a collectibles company operated under the trademark owner *********** Publishing S.p.a., headquartered in *****, with its U.S. warehouse located at ************************************************************************************************. This complaint concerns their failure to deliver a product I paid for and their lack of communication in resolving the issue.Details of the Complaint: Company Name: Fanhome (Trademark Owner: *********** Publishing S.p.a.) Corporate Address: ********************************************************** Warehouse Address: ***************************************************** Website: ************************** Product: Star Wars R2-D2 Build-Up Collection Customer Number: *************** Payment Date: October 9, 2024 Issue: Despite processing my payment, Fanhome has failed to deliver my order. The estimated delivery window was October *****, yet as of December 9, 2024, I have not received the shipment.I have contacted Fanhome numerous times via email and social media. While they acknowledged my concerns, their responses have been vague and without resolution. My attached correspondence with their customer service team highlights their lack of accountability and action.This issue is not unique to me; numerous customers have reported similar problems with delayed shipments, missing parts, and poor communication from Fanhome.Desired Resolution: Immediate delivery of the overdue shipment. Assurance of improved communication and timely delivery for future orders.

    Customer Answer

    Date: 01/06/2025

    Better Business Bureau:

    At this time, I have not been contacted by DeAgostini Publishing USA Inc. regarding complaint ID ********.  However my items were shipped and delivered but, the more I read about this company this is a standard practice of them to Take your money every month for your subscription then sometimes your items are not shipped out for months or they don't even have the parts in to ship.  How can they sell a product that they don't have in stock when they are the ones selling the subscription?

    Sincerely,

    **** ********

  • Initial Complaint

    Date:12/09/2024

    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 business is committing fraud/a ponzi scheme. They advertise a subscription model in which the customer pays monthly for parts of the model over the course of 1-2 years. The contract between the customer and this business sets expectations that the customer will be able to spread out the cost of a high-end model over regular monthly payments.The business does not deliver. In my situation, the shipments are indefinitely delayed, as it stands I have received 1 in the last five months. Now, I am in a situation where they have billed me for the next shipment, which is unusable to me as I have not received the previous parts necessary to build the model to the point where the upcoming shipment can be used. Rather than being charged on a regular monthly schedule, they are now telling me the will randomly charge my card for over $400 whenever they feel like the missing shipments are ready. In addition, the business raised the agreed upon monthly price of the subscription significantly after several parts has been sent. This bait and switch on the customer forces them to pay a higher fee, as the individual parts are useless by themselves and only have value in a finished ******** is obvious that this business is near bankruptcy and is running a ponzi scheme to take money from customers for future shipments before actually producing the product which is owed to them in the past. I would highly recommend anyone doing business with this fraudulent and unethical company.

    Customer Answer

    Date: 01/08/2025

    Better Business Bureau:

    At this time, I have not been contacted by DeAgostini Publishing USA Inc. regarding complaint ID ********.

    Sincerely,

    ******** ***

  • Initial Complaint

    Date:12/09/2024

    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 was sold a subscription but they stopped shipping them to me over 4 months ago. I need the rest of the subscription or the $1234.00 I've paid them is worthless. It's false advertising. It stopped at box #** and there are 25 boxes. They also increased the price. I just want the finished product they sold to me. I've emailed them 4 times in the past 4 months and they keep saying they'll send it but they haven't.

    Customer Answer

    Date: 01/02/2025

    Better Business Bureau:

    At this time, I have not been contacted by DeAgostini Publishing USA Inc. regarding complaint ID ********.

    Sincerely,

    ******* ********

  • Initial Complaint

    Date:10/15/2024

    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.
    on 3/20/2024 I was charged by Fanhome (deagostini) for a shipment that is part of a subscription. The shipment has not been received to date. I have contacted them multiple times concerning this issue and still have not received the shipment. The customer service agents tell me that they are looking into it but I receive no communications from the company addressing the issue.

    Customer Answer

    Date: 11/09/2024

    Better Business Bureau:

    At this time, I have not been contacted by DeAgostini Publishing USA Inc. regarding complaint ID ********.

    Sincerely,

    ******* ****

  • Initial Complaint

    Date:08/05/2024

    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.
    DeAgostini Publishing Runs a subscription build service under the name Fanhome. This service allows you to pay, a large monthly fee to obtain prepackaged steps allowing you to build good quality models from pop culture. They have recently been plagued with logistics issues and have poorly communicated with the customers. I paid for package on 6/3, and for a package on 6/18 as well as a package on 3/6. As of this week, I have only received the package paid for on 6/18. The package from 6/18 is useless without the one paid for on 6/8. All of my attempts to contact support are met with, "We will escalate this to the proper team for resolution." My recent chat asked very specific questions as to the hold of these orders, and I was told "...as soon as we have an answer we will forward it to you."At this time I have spent $365.79 on one subscription and $619.29 on another. While I am waiting on two packages already, they just billed me for a new one from one of the subscriptions that I am still waiting for a package for. They seem perfectly content in taking my money, without being held responsible for delivering the products I have purchased. At this time I am waiting for $272.18 worth of product. If I simply cancel these subscriptions I will be left with 2 models that are not even 25% complete, and out $985.08. This company needs to be brought under a microscope and held accountable or labeled a scam.

    Customer Answer

    Date: 09/01/2024

    At this time, I have been contacted directly by DeAgostini Publishing USA Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

    The response provided in the attached email to my follow up question was no different then previous responses I had received, only mentioning that the issues with two of my orders were with "the relevant department". However, this continues to be an unsatisfactory response due to the lack of clarity on what the the root cause of these issues are. There has also never seemingly been any info provided by this relevant department. As one package did ship out on 8/26/2024, I feel it fair to mention that as of today, 9/1, it has still not been delivered. 

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.

    Sincerely,

    ****** ******

DeAgostini Publishing USA Inc. is NOT a BBB Accredited Business.

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