No company support on their 3rd party shipping
Breyer model horses are supposed to be collectibles. Last Christmas I purchased one directly from Breyer for my daughter. The package came dented. Breyer uses a 3rd party shipping company and for that reason, wouldn’t back up the shipping problem. If you have to have one of these, go to a store and buy one you can see first if you’re looking to collect them. Otherwise… it’s a heaping lot of money for a plastic horse!
ELIZABETH LARSON
horrible customer support
horrible customer support. they have some fine products but they do not seem to take care of customers values.
varshitha Katta
Good Products, Bad Customer Service
I have ordered 3 other times directly from Breyer with no problems, but back in the beginning of February 1 item from my order was missing. I contacted customer service and almost a month later, had heard nothing back so I contacted them again at the end of the month directly from my order page and at least got notified that I had opened a ticket with customer service. I never received any kind of response from them, then almost 3 months later I got a shipping notification for the missing item so though they never responded I did eventually receive the missing item. For now, as my other orders have all been perfect, I will continue to buy store exclusives from them, but in the future I will probably get the others elsewhere unless they improve their customer service.
Jennifer
Don’t buy from Breyer Online!!!
The official website has all but become a scam. I love Breyer horses and the models themselves but Breyer have stolen from us for the last time. For 2024/2025 I am but 1 of 50+ individuals who all had our purchases lost/incorrectly sent and Breyer has not responded to a single one of us and I’m livid. I bought a limited Breyer Grab Bag #5 as a treat to myself and shelled out $300 ON SALE. I received only ONE Breyer, one I’d bought separately worth around $40 and yet I still had pay the full $300 + £50 in customs and £45 in postage and shipping. After MONTHS of trying to contact everyone I can think of my claim to get my money back was dismissed. I’m out $300 and I just have to accept it. Breyer has done this to so many customers that I’d run out of room quote their complains as well as my own. Don’t buy from this company online, the models are fine but the company? Beyond unacceptable now and it’s a terrible shame.
Rachel Mack
Horrible customer service they do not…
Horrible customer service they do not respond to emails. They are extremely rude on the phone. I have never gotten all of my order or a refund. I love the horses but I will never buy from them directly again
Jennifer
I love Breyer models and have been…
I love Breyer models and have been collecting for 30+ years but goodness I am disappointed in my last 2 interactions with the company. I placed in order dec 1 and didn’t get my ornament until 2nd week of January. Then I placed an order when the new models came out, I made sure the model was available. I got the box in good time but inside was everything except my model, the most expensive thing in the box ( side note their prices lately almost make it impossible to collect them ) so instead of calling I emailed I don’t hear anything for a week so today I spam call until someone answers .She isn’t friendly but that’s whatever,I tell her I had emailed but she says oh yeah don’t email we have 7000 emails and only three people answering them. I offended her by asking when I can expect an answer. I won’t be buying from them this year except for the stablemates club purchases. It’s very disappointing and sad.
Julie Hatlestad
For us, customer service was non-existent, sad.
In November 2024 we purchased a Christmas Tree ornament. It arrived promptly and in good condition, but it looked better in the catalog than in our hands, so we decided to return it. We followed instructions to send an email for a return number. We did so within 30 days of making the purchase. We sent the 1st email and received a prompt, automated response, completed with a case number and saying "Return number request for order number XXXXXX has been created for you. A member of our customer care team will respond to your case as soon as possible." Two weeks later sent a second email with a copy of the first reply attached. Same thank you automated response, someone will contact you soon. Third time we sent the email receive a fast, polite automated response; someone will contact you shortly. It is now February 2025, no contact. We guess their definition and our definition of being in touch "as soon as possible" are a bit different. No customer service for us.
Grover from Pittsburgh
No response for weeks, suddenly hangs up on me. They never had the item.
I ordered two items early January, a Friesian figure and a Friesian tote bag, I only received the figure in a very tiny box. The tote I’ve been trying to order since summer 2024. November the site said they’d be in stock January 2025, so I waited. Finally back in stock! Immediately ordered it plus the figure. Never received. I sent four emails over the course of two weeks, no response. I called twice, no response. Third call I get a woman, and after I gave her my “wrong” order number (I read it off the email they sent confirming my order so it couldn’t have been). I gave my first name after she asked seconds after, offered to spell it since it’s different than normal spelling, she somehow immediately magically knew all the detailed information about my case without me mentioning anything about my issue. So they’ve been ignoring my emails. How lovely of them!She tells me “oh there’s been shipping issues, I don’t think it’s ever been in stock at all.” A bit odd, so I curiously explain that their site has been manually updating about it for a while and it’s currently in stock so surely it is now? It didn’t quite make sense- “I’ll give you a refund, bye” immediately hangs up on me. What?! Customer service rule #1 you don’t hang up on the customer first! Especially not so abruptly! I was never rude, actually chipper I was getting to talk to someone about my issue at all. I think I’m rightfully not so chipper now however. I’ve been a Breyer customer for years, this was abysmal. The company has some serious kinks to work out obviously. I will say, I did get my refund quickly, but what an awful experience. If there was an issue with that item specifically and they’re aware of it why not contact me about it? Just going to take my money and wander off? What about other customers that ordered the same thing? Sheesh.
Jh
Horrible customer service
Horrible customer servicePurchased 4 items from them as a giftAnd never received them Had to dispute it with my credit card company as fraud
Michael Abramovitz
Breyer is absolutely the worst possible…
Breyer is absolutely the worst possible company to order from. Like the poster before me I ordered a rather large and expensive Christmas gift for my daughter on Dec 9 2024. Today, Jan 20 2025, I received part one of 3 and paid FULL DUTIES AND CUSTOMS !!! No one replies to emails, Call center is completely useless. My daughters heart is broken again today. DO NOT SUPPORT THEM !!!!!
Doug Spahic
I ordered Christmas horses for my…
I ordered Christmas horses for my daughter on Dec 10th, when the items had not arrived by Dec 26th i contacted Breyer Horses, they said they would look into it and get back to me. I tried contacting them again a couple days later and was told the same. Then i received shipping information on January 7th, almost an entire month after my original order date. Christmas was obviously well over, I don’t want these items anymore, they are currently in transit it’s now January 16th I still don’t have the items. And even to return or ship them back I paid $30USD for shipping so about $50 Canadian I won’t get that refunded. Can’t get ahold of anyone for even the discounted price that the horses now are. Will NEVER purchase another Breyer item again because of this customer service.
Dianna
Terrible customer service
The horses were for my granddaughter, and were fine. But their customer service stinks! I ordered it, and was told I would get an email when it shipped. A week and a half later, it still had not shipped and I needed to give the gift. So I ordered the same thing from Amazon (which came the next day) and sent an email to Breyer to cancel the order, as it still had not shipped. I got a response that a case was created and they would respond to me soon. A week goes by. Then I get notice that the item I wanted to cancel had shipped! I told them I wanted to return it. Heard nothing. After I got the horses (3 weeks after I ordered it), I returned those to Amazon, because Amazon does do returns. Do not order from them - Amazon has much better customer service.
Emilie Cassar
Bought a model Dec 8th
Bought a model Dec 8th. Has not shipped and they don't answer emails. This company has gone downhill. Don't order from them
Kristen
No bryer club 2025…
Every yr I join breyer premier club this yr was terrible 2nd release never got email on release found on my own 3rd release jept checking nothing called 2 times said running late with send emails when ready to buy. Told them never got email for 2nd 1 checked to see info correct it was.called for 3rd time was told not available. It had been posted I guess never got a email . This was the 1 my granddaughter had wanted most. Christmas was dissapointing for her. I have called on this matter been 2 weeks still haven't heard from anyone. So wasted money on joing 2 clubs to get this horse and never did. Money grab , plus customer service is horrible no correct information from them. Here's already been released and telling me running late.
Paula Remington
Breyer Customer Service Is Incompetent
I have collected Breyer horses since the 1960's, and now my granddaughter is collecting and loving them. I understand that now they are made in China, but they are still made to be visually stunning and I can only hope they will have the same longevity as my old ones, which are still beautiful. My complaint is with customer service. They are poor to middling, and that's on their best day. My most recent experience was regarding an order that I had not received yet, when I noticed one of the horses had been lowered by $12. I called on Sat., and actually did receive a callback from a very nice gentleman who I explained my situation to and that I was requesting a price adjustment. My experience has been that most companies will honor adjustments that fall within two weeks of purchase, which it definitely was. He took the info and I received an email this morning from someone who started by addressing me by the wrong name, and then rather rudely saying they do not do retroactive price adjustments. They also offer coupons which do not work even after reading their fine print and conforming to whatever ramifications they impose. Bottom line, I will continue to purchase Breyer horses but not from them. Check Amazon, Walmart and Target and you will have some customer service protection that these retailers offer. This year alone, I have ordered north of $400 of horses, barns and accessories directly from Breyer, but I will give my business to someone who appreciates it!!
Pamela Groshong
The website is rigged.
This website never makes sense to me because the operations of this website needs new leadership. 1 to 2 minutes before black Friday deals the website works, but they get out of stock in less than a second, like how..... even if they had 3 up on each horse item that's not possible. 2 minutes after the website does this website black Friday deals their operations do the mass email out indicating the black Friday deals, at this time everything good is always sold out. Breyer, you need to fire people or this gets worse every year, hire somebody that knows how to run a website with limit 1 per order per account, and lock the order as people click on an item they are trying to pay for. I strongly believe this website is severely rigged like possibly staff members buyout most of the sales before the quantity goes online with their own controlled vip access or something.
Jason Rollins
I HAVE ALWAYS HAD A GOOD EXPERIENCE…
I HAVE ALWAYS HAD A GOOD EXPERIENCE WITH BREYER WHEN ORDERING HOWEVER WHEN I HAVE A QUESTION THAT HASN'T ALWAYS BEEN THE CASE.I RECENTLY PURCHASED THE QUARER HORSE, BREYER BREEDS. I LIST MY COLLECTION BY NUMBER, NAME AND YEAR PURCHSED. THERE IS AN SKU 430052 IS THIS THE MODEL NUMBER?THANKS FOR THE HELP AND KEEP UP THE GOOD WORKLORRAINE, WI
lORRAINE MATTHEISEN
Not the best honestly
Not the best honestly. Embarassing service.
R.C.
Ordered directly from their website
Ordered directly from their website, based in USA, charged me 70 dollars for shipping which I thought was excessive, but guessed covered shipping to UK, but then had to pay another 55 pound in UK customs, don't bother ordering from them
James
Don't buy your horses here!
Last year I bought some horses from the website, in October. I haven't seen the horses yet, over a half year later. There is no response when I try to get in contact with them. That was 205 USD I never gonna see again, so don't buy from them. It's not worth it.
karina
