Hachette Partworks Reviews

3,809  •  Excellent
TrustScore 4.5 out of 5

4.3

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Rated 5 out of 5 stars

GOOD AND BAD

I just want to say that Sam F of customer services has been extremely helpful, responding very quickly and clearly and wish to recognise his/her professionalism.

I also want to say that I find very stressful that the company automatically sends special issues and charges for them automatically unless I opt out. THIS SHOULD AND MUST BE CHANGED. you should make it that I opt to say yes and be automatic that I should NOT be opting in. It is an awful way of selling and this is the reason I will cancel my subscription and NEVER subscribe to anything else from Hatchett

Date of experience: 26 July 2024

Reply from Hachette Partworks

Hi there,

Thank you for your review.

I am delighted to hear that you are happy with the service you have received from Sam! I will pass your feedback on to him as he will appreciate it.

Thank you for your feedback regarding the opt-out process, I'll pass that along to the relevant department to take on board.

We do hope you continue to enjoy your collection!

Kind Regards
Brooklyn
Hachette Partworks LTD
Customer service team

Rated 5 out of 5 stars

Contacted Hachette Partworks about a…

Contacted Hachette Partworks about a damaged part from my series I’m building. A member of staff called Hollie was great and dealt with my issue quickly and sent another one, brilliant service thank you.

Date of experience: 22 July 2024

Reply from Hachette Partworks

Hi Dale,

Thank you for your review.

I am delighted to hear that you are happy with the service you have received from Hollie! Glad to hear she got a replacement sorted for you. I will pass your feedback on to her as she will appreciate it.

We do hope you continue to enjoy your collection!

Kind Regards
Brooklyn
Hachette Partworks LTD
Customer service team

Rated 5 out of 5 stars

Real Costumer Service with No Robots

I have called the costumer service line three times and the service is beyond compare. The staff are so kind, resourceful, and have resolved my issue every time.

Date of experience: 25 June 2024

Rated 4 out of 5 stars

Overall the miniatures are good

Overall the miniatures are good, and the value is good. I enjoy reading the lore in the magazines, and the scenarios are fun. Only lost star is due to the Underworlds Warbands no longer being legal AoS units, so it feels like a decent chunk of my subscription is going to proxies now.

Date of experience: 27 June 2024

Reply from Hachette Partworks

Hi Kelly,

Thank you for your review.

I am delighted to hear that you are happy with the collection so far! I'm sorry to hear those units are no longer used, we were told however that everything in the Stormbringer collection should still be usable in the new rules. Your feedback is appreciated, I'll pass it along to be looked into.

We do hope you continue to enjoy your collection!

Kind Regards
Brooklyn
Hachette Partworks LTD
Customer service team

Rated 5 out of 5 stars

All the Comics I get from Hachette are…

All the Comics I get from Hachette are perfect & great selections! The items are sometimes damaged but they always replace them promptly with no additional problems. James G was a great help & sorted out every issue I’ve had within a day or two.

Date of experience: 23 July 2024

Reply from Hachette Partworks

Hi there,

Thank you for your review.

I am delighted to hear that you are happy with the service you have received from James! Glad to hear he sorted out a replacement for you so quickly. I will pass your feedback on to him as he will appreciate it.

We do hope you continue to enjoy your collection!

Kind Regards
Brooklyn
Hachette Partworks LTD
Customer service team

Rated 5 out of 5 stars

fantastic company with an excellent…

fantastic company with an excellent customer service team. James G who helped me with an enquiry solved my problem straight away and made sure everything was running smoothly: i like this company because they have a large selection of model making products and magazines to choose from. and all fantastic prices. I collected the Disney dolls house and everything went really smoothly and the dolls house is really, smart. Everything gets delivered to your door every month, so you don’t lose any of your collection. very highly recommended

Date of experience: 23 July 2024

Reply from Hachette Partworks

Hi Sharon,

Thank you for your review.

I am delighted to hear that you are happy with the service you have received from James and to hear the lovely feedback you've provided! I will pass your feedback on to him as he will appreciate it.

We do hope you continue to enjoy your collection!

Kind Regards
Brooklyn
Hachette Partworks LTD
Customer service team

Rated 5 out of 5 stars

The customer service is second to none

The customer service is second to none. Your problem is very quickly dealt with. Thanks to Milly for her time on sorting out. I will soon get Titanic building again
Regards
Geordie Farmer.

Date of experience: 24 July 2024

Reply from Hachette Partworks

Hi George,

Thank you for your review.

I am delighted to hear that you are happy with the service you have received from Milly! I will pass your feedback on to her as she will appreciate it.

We do hope you continue to enjoy your collection!

Kind Regards
Brooklyn
Hachette Partworks LTD
Customer service team

Rated 1 out of 5 stars

DO NOT DEAL WITH HATCHETTE

I have been dealing with Hatchette customer service now for over 6 weeks with no satisfaction, their team members include Spencer, brook, Brooklyn and Ben.
I am building their subscription of the Titanic and have never been so frustrated in my life to get a fix to the problem for which they should have known and addressed prior to its re-release. They knew this prior to me signing up for the subscription, this is a clear case of deception going by other reviews, ratings and useless contact i have had as replies to my correspondence. The outcome is that they will only replace the faulty parts but not anything else affected by the faulty parts and now not even respond to my emails. I will be taking this to the ACCC, CONSUMER AFFARES, FAIR TRADING, FACEBOOK, and as many other avenues as I can, They will NOT return my money either. BE WARNED DO NOT DEAL WITH HATCHETT

Date of experience: 25 July 2024

Reply from Hachette Partworks

Hi there,

Thank you for your continued correspondence and for bringing your concerns to our attention. We genuinely regret the frustration you have experienced and assure you that our team has been diligently working to address your issues.

We understand the importance of a seamless experience with our Titanic subscription, and it is never our intention to cause dissatisfaction. Our team members, including Spencer, Brook, Brooklyn, and Ben, have made multiple efforts to assist you by providing solutions and expert advice from our in-house builder.

It is important to clarify that our policy does not cover the replacement of entire sets of issues, and we have not found evidence to warrant such replacements in your case. We have offered specific build advice, including the suggestion to use extra glue for minor detachment issues, which is a standard and effective solution for such problems.

We are committed to helping you complete your build successfully. Our in-house builder is available to provide further detailed guidance and support. If you have specific questions or need additional assistance with certain steps or parts, please do not hesitate to contact us. Our goal is to support you in achieving a satisfactory result with your subscription.

Kind Regards
Brooklyn
Hachette Partworks LTD
Customer service team

Rated 5 out of 5 stars

Coming to the end of collection - end subscription

Service and communications throughout the period of my subscription have been excellent. Coming to the end of collection and wanted to end subscription. Phoebe took time to explain the process in detail, checked what my expectations were and replied quickly to let me know that everything was in place.

Date of experience: 23 July 2024

Reply from Hachette Partworks

Hi there,

Thank you for your review.

I am delighted to hear that you are happy with the service you have received from Phoebe! I will pass your feedback on to her as she will appreciate it.

We do hope you continue to enjoy your collection!

Kind Regards
Brooklyn
Hachette Partworks LTD
Customer service team

Rated 5 out of 5 stars

Hollie at Hatchette Patchworks and Saff

Hollie at hatchette patchworks and the staff have been a great massive help with missing or broken parts there is nothing too much trouble for them every time i can contact them they cannot be more helpful and the experiance with the staff there have been more than 100% +

Date of experience: 26 July 2024

Rated 4 out of 5 stars

The customer service has been great as…

The customer service has been great as there had been some issues with...some issues (pun intended) however everything did get sorted out, or about to be. Special thanks to Hollie and everyone else from customer services!

You cannot see what issues you have brought, for a reminder, as such I brought multiple of the same issues even though I had thought the monthly subscription was for only that month.

Date of experience: 19 July 2024

Reply from Hachette Partworks

Hi Skye,

Thank you for your review.

I am delighted to hear that you are happy with the service you have received from Hollie! I will pass your feedback on to her as she will appreciate it.

I am surprised to hear you weren't able to view your subscription issues online, though, as once a delivery is processed it should let you view the invoice for it. However, if it helps, subscriptions order from whatever your starting issue is until whenever the subscription ends, or if you cancel your subscription.

We do hope you continue to enjoy your collection!

Kind Regards
Brooklyn
Hachette Partworks LTD
Customer service team

Rated 4 out of 5 stars

Swift delivery on the 1st pack

Swift delivery on the 1st pack. Fast response from Abi (customer service) to my query about a delay in my 2nd pack. I will say that I'm a little disappointed in that delay and in reading other reviews that seems to be a common problem. Hopefully they will get their supply troubles worked out for future model packs.

Date of experience: 18 June 2024

Reply from Hachette Partworks

Hi Roger,

Thank you for your review.

I'm sorry to hear you've been affected by delays, we are working to get this sorted as soon as possible. Otherwise though I am delighted to hear that you are happy with the service you have received from Abi! I will pass your feedback on to her as she will appreciate it.

We do hope you continue to enjoy your collection!

Kind Regards
Brooklyn
Hachette Partworks LTD
Customer service team

Rated 5 out of 5 stars

Quick and Easy Service

I recently bought a subscription for the Warhammer Age of Sigmar: Stormbringer collection and accidentally miskeyed my email address when setting up the subscription and account. James B. was able to help me get this corrected quickly and hassle-free so I can keep track of my order.

Date of experience: 22 July 2024

Reply from Hachette Partworks

Hi Richard,

Thank you for your review.

I am delighted to hear that you are happy with the service you have received from James, and that he sort your email sorted out for you! I will pass your feedback on to him as he will appreciate it.

We do hope you continue to enjoy your collection!

Kind Regards
Brooklyn
Hachette Partworks LTD
Customer service team

Rated 5 out of 5 stars

Abi was very helpful with helping me…

Abi was very helpful with helping me cancel my subscription and return one of my orders. Excellent service provided. Thank you Abi.

Date of experience: 23 July 2024

Reply from Hachette Partworks

Hi Lee,

Thank you for your review.

I am delighted to hear that you are happy with the service you have received from Abi and that she was able to help out with your cancellation and return! I will pass your feedback on to her as she will appreciate it.

We do hope you continue to enjoy your collection!

Kind Regards
Brooklyn
Hachette Partworks LTD
Customer service team

Rated 3 out of 5 stars

I subscribed to the U96 Submarine kit

I subscribed to the U96 Submarine kit. I received the initial kits 1thru 4 without any issues; however, my second shipment 5 thru 12 is delayed due to stock issues. Is this going to be a recurring issue? If the answer is yes, shouldn’t the company initiate a response to each subscriber? Would be great for Hachette to ensure stock age for all subscribers once enrolled.

Date of experience: 13 June 2024

Reply from Hachette Partworks

Hi Matthew,

Thank you for your review.

I am sorry to hear that you are having problems with your deliveries.
I don't imagine this should be a reoccurring issue, but if you'd like us to check your account to make sure there's nothing that would be delaying your deliveries going forward then please email us directly using tphelp@hachette-service.com, including your subscription number and full address.

Your feedback is appreciated.

Kind Regards
Brooklyn
Hachette Partworks LTD
Customer service team

Rated 5 out of 5 stars

I contacted customer service

I contacted customer service and they were very quick to reply and also answered my question very efficiently. A special thank you to Milly, for being so efficient at answering my queries.

Date of experience: 23 July 2024

Reply from Hachette Partworks

Hi Ines,

Thank you for your review.

I am delighted to hear that you are happy with the service you have received from Milly! Glad to hear she got back to you quickly and efficiently. I will pass your feedback on to her as she will appreciate it.

We do hope you continue to enjoy your collection!

Kind Regards
Brooklyn
Hachette Partworks LTD
Customer service team

Rated 1 out of 5 stars

I asked you to pause my subscription

I asked you to pause my subscription, because your website would not allow me to do it through my account. Ive been trying for 2 months.
Please pause my subscription or cancel it

Date of experience: 22 June 2024

Reply from Hachette Partworks

Hi Will,

Thank you for your review.

I am sorry to hear that you were unable to pause your subscription. We are more than happy to assist with this, however!
Please email us directly using tphelp@hachette-service.com, including your subscription number and full address, so that we can look into this for you.

Your feedback is appreciated.

Kind Regards
Brooklyn
Hachette Partworks LTD
Customer service team

Rated 5 out of 5 stars

I highley rate James G who communicated…

I highley rate James G who communicated with me today and managed to help with my subscription!
James, you're an asset to the company.

Donna McEvoy

Date of experience: 22 July 2024

Reply from Hachette Partworks

Hi Donna,

Thank you for your review.

I am delighted to hear that you are happy with the service you have received from James! I will pass your glowing feedback on to him as he will appreciate it.

We do hope you continue to enjoy your collection!

Kind Regards
Brooklyn
Hachette Partworks LTD
Customer service team

Rated 5 out of 5 stars

Quick Query Turnaround

Been a subscriber in the past and have had great service delivery. Having moved countries, wasn't sure if the same would be met.

Had a query on an upcoming Warhammer Partworks and Brooklyn, who assisted with my queries on Facebook Chat, helped in a very quick turnaround time and addressed my issues way quicker than I was expecting and more so than any email could.

Huge thanks to Brooklyn for clearing up that confusion and looking forward to continuing my subscription!

Date of experience: 17 July 2024

Reply from Hachette Partworks

Hi Wesleigh,

Thank you for your review.

I am delighted to hear that you are happy with the service you have received from myself! I very much appreciate the kind words, and especially about the quick response time! Not to mention your feedback is appreciated from all of us!

We do hope you continue to enjoy your collection!

Kind Regards
Brooklyn
Hachette Partworks LTD
Customer service team