SmallBizGenius Analysis
Entertainment Earth receives mixed reviews, with many customers praising their customer service, especially the efforts of representative Donald Tapia, while others report issues with delayed pre-orders, damaged items, and unhelpful customer service interactions. The company specializes in collectibles and action figures, catering to both individual collectors and wholesale businesses.
Category Breakdown
Scores based on analysis of 96 recent reviews
Customer Service
8.5/10Many reviewers rave about the exceptional customer service, particularly highlighting the helpfulness and professionalism of Donald Tapia. Customers appreciate his personalized assistance, quick resolutions, and willingness to go above and beyond to address their concerns, though some reviewers reported negative experiences with other customer service representatives.
45 reviews mention thisPre-Order Fulfillment
3.0/10A significant number of reviewers express frustration with long delays in receiving pre-ordered items, often exceeding several months or even years. They report poor communication from the company regarding these delays and express concern about items being backordered or canceled without notice.
25 reviews mention thisShipping and Packaging
5.0/10Several reviewers complain about damaged items due to inadequate packaging and poor shipping practices. They report receiving items in mangled boxes with damaged figures inside, leading to dissatisfaction with the company's "mint condition guarantee."
15 reviews mention thisProduct Quality
6.0/10While some reviewers are satisfied with the quality of the products they receive, others report issues with damaged items and discrepancies between product descriptions and actual condition. Some customers also express concern about receiving previously returned items.
12 reviews mention thisWholesale/Distribution Program
4.0/10Some resellers report conflicts of interest between Entertainment Earth's wholesale and retail arms, with wholesale customers experiencing delays and stock shortages while the same items are available on the retail site. They also express concerns about punitive cancellation fees and a lack of transparency.
5 reviews mention thisPros & Cons
What Customers Love
"I still can't say enough good things about Entertainment Earth and especially Donald T., who has always taken care of me and my collectable figures. He's a great asset to the company and deserves a 2 week paid vacation to the Bahamas!"
"The variety and depth of products that Entertainment Earth offers are unmatched. From action figures and collectibles to pop culture items across multiple fandoms, they truly understand what customers want and what retailers need to succeed."
"one of the, if not the best online collectible stores around. This company stands behind their products. 100% mint guarantee means 100% mint guarantee."
"Numourous order from this site. Reasonable prices and emailed newsletter is a nice alert for new stuff."
"As a business owner who has been in the collectibles and specialty retail space for close to 10 years, I can confidently say that Entertainment Earth has been one of the most important partners in my business journey."
Common Complaints
"Still waiting for my pre-order. I ordered this item in June 2025. It was supposed to arrive in February 2026 (ordered super ahead), but instead of shipping my item in February, it went from pre-ordered to backordered. It is now April 2026. Almost a year later and I'm still waiting with no answers other than the generic and unhelpful article snippets from Ai chat."
"I ordered four of an action figure from Entertainment Earth and received a mangled shipping box from them with four damaged figures inside."
"Their customer service rep "Garrett" was curt and unhelpful. Their "hassle-free" return guarantee is a lie. It's quite a hassle."
"Shipping rates are based on dollar amount instead of size and weight like most any other retailer. I was charged $19.95 for an item that would ship for $7 anywhere else. A ridiculous system."
"EntertainmentEarth sent out an email saying Tariff impacted them AND they mark up my pre-order item by $10 yes, they did."
Common Questions About Entertainmentearth
Answers derived from customer review patterns
Is Entertainmentearth legit and trustworthy?
Entertainment Earth's legitimacy is a mixed bag based on customer experiences. While many customers report positive experiences with their purchases and customer service, a significant number of reviewers express concerns about delayed pre-orders, damaged items, and difficulties in resolving issues. The positive reviews often highlight the helpfulness of specific customer service representatives, particularly Donald Tapia, while negative reviews cite unhelpful interactions and broken promises. Therefore, while Entertainment Earth is a real company, the trustworthiness of the experience can vary.
Based on 45 reviewsDoes Entertainmentearth have good customer service?
Entertainment Earth's customer service receives polarized feedback. Many reviewers praise the exceptional service provided by specific representatives, particularly Donald Tapia, highlighting his knowledge, professionalism, and willingness to go the extra mile. However, a notable number of customers report negative experiences with other customer service representatives, describing them as curt, unhelpful, and unresponsive. This suggests that the quality of customer service may be inconsistent, with some customers receiving outstanding support while others encounter significant difficulties.
Based on 40 reviewsIs Entertainmentearth worth it for small business?
Whether Entertainment Earth is worth it for small businesses depends on their specific needs and risk tolerance. The company offers a wide selection of collectibles and a distribution program for resellers, but some businesses have reported issues with delayed orders, stock shortages, and conflicts of interest between the wholesale and retail arms of the company. While some business owners have had positive experiences and consider Entertainment Earth an important partner, others recommend seeking more transparent and reliable wholesalers.
Based on 5 reviewsWhat is Entertainmentearth's return policy like?
Entertainment Earth advertises a "hassle-free" return guarantee, but some customers report difficulties in practice. While some reviewers describe a smooth and easy return process, others complain about unhelpful customer service and resistance to providing refunds or exchanges for damaged items. The company's "mint condition guarantee" is also a point of contention, with some customers claiming that Entertainment Earth will "fight you every step of the way" if you request a return or exchange for a damaged item.
Based on 8 reviewsWhy are Entertainmentearth pre-orders so delayed?
Many customers report significant delays in receiving pre-ordered items from Entertainment Earth, often exceeding several months or even years. Reviewers attribute these delays to various factors, including supply chain issues, vendor delays, and poor communication from the company. Some customers also suspect that Entertainment Earth prioritizes its retail arm over its wholesale customers, leading to stock shortages and delays for resellers.
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