From what’s been shared publicly, DN has only gotten the Star Wars license. Everything else Anovos was doing, like Trek, BSG, etc. is still unresolved…
Sean
Denuo Novo (only) New and existing products
- Thread starter drftfan
- Start date
Sean
Ares X
Sr Member
I felt was just like you until they came through and then went over and above. I ended up doing charge backs through my bank on two of my items as well. I can't hold DN accountable for the 4 year wait as they had nothing to do with it. I'm also still being somewhat cautious as I'm not pre-ordering multiple items at once like I did with Anovos. You just have to do what makes you comfortable. I'm not trying to talk you into anything. That's your call.
Ares X
Sr Member
What person's name is the Denuo Novo stuff shipping out with lately? I received a Fed Ex tracking email for something I don't recognize.
UPDATE: Disregard It must be from someplace else since this was Fed Ex and my DN shipment is UPS.
I'm seeing "NECA" on the UPS shipment.
UPDATE: Disregard It must be from someplace else since this was Fed Ex and my DN shipment is UPS.
I'm seeing "NECA" on the UPS shipment.
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Ares X
Sr Member
So I mentioned this (above) after watching that video last week and sent off the email on Friday to DN. They responded yesterday letting me know they're willing to do it and I decided to go ahead and take the Shore Trooper instead since I would always feel like something was missing from the Death Trooper without the lights. This morning I woke to another email from DN saying they found an in-stock Shore Trooper helmet in Texas and it shipped out already. It's due to arrive Thursday.
ggriffaw
Sr Member
STAR WARS™ First Order Snowtrooper Helmet Accessory
DENUO NOVO was founded in 2021 and awarded the STAR WARS™ high-end costume and high-end collectibles licenses. DENUO NOVO is proud to offer the STAR WARS™ First Order Snowtrooper Helmet Accessory. First Order stormtroopers assigned to frigid planets such as Starkiller Base wear specialized armor...
www.denuonovo.com
ggriffaw
Sr Member
I believe the US made helmets have been shifted to the overseas factories. You may be getting one of the last US made helmets. I have no idea how many they have in stock.
Ares X
Sr Member
That could be. He said it was coming from their Texas facility. I just hope it wasn't a return with something wrong with it.
Ares X
Sr Member
STAR WARS™ First Order Snowtrooper Helmet Accessory
DENUO NOVO was founded in 2021 and awarded the STAR WARS™ high-end costume and high-end collectibles licenses. DENUO NOVO is proud to offer the STAR WARS™ First Order Snowtrooper Helmet Accessory. First Order stormtroopers assigned to frigid planets such as Starkiller Base wear specialized armor...
Oh man! I have always loved that helmet. It is my favorite First Order helmet.
Ares X
Sr Member
I just received my Shore Trooper helmet and from what I can tell it looks to be in excellent shape. It smells horrid, but most fiberglass helmets do when they arrive. I only changed my order a couple of days ago, so I have to say DN came through and were super quick to respond.
FON
Well-Known Member
See that's where the benefit lies. Denuo Novo are indeed doing their part, and it appears as though domestic orders arrive promptly and without issue.
Unfortunately for those of us who reside overseas, my experience differs. They have gone with a service that at first glance provides reasonably low shipping fees, but at the same time provides appalling service. Very hit or miss if the product ever arrives. The carrier (DAI post) even invoiced me to pay an extra $97 to "expedite customs clearance" after they had been sitting on their hands for 4 weeks... That was two weeks ago and not a thing has changed. It's still "in customs". This whole epost global/DAI post sincerely feels like a scam. Other online reviews show the same thing, with a pattern of extortion by the shipping company. The irony is with the extra I've had to pay so far, if DHL or FedEx were offered then the cost would of been the same (or less), but at least I would have received it 3 months ago.
To Denuo Novo's credit, I have received a reply regarding my missing shore trooper helmet, and they are actively looking into it for me. They seem good.
Unfortunately for those of us who reside overseas, my experience differs. They have gone with a service that at first glance provides reasonably low shipping fees, but at the same time provides appalling service. Very hit or miss if the product ever arrives. The carrier (DAI post) even invoiced me to pay an extra $97 to "expedite customs clearance" after they had been sitting on their hands for 4 weeks... That was two weeks ago and not a thing has changed. It's still "in customs". This whole epost global/DAI post sincerely feels like a scam. Other online reviews show the same thing, with a pattern of extortion by the shipping company. The irony is with the extra I've had to pay so far, if DHL or FedEx were offered then the cost would of been the same (or less), but at least I would have received it 3 months ago.
To Denuo Novo's credit, I have received a reply regarding my missing shore trooper helmet, and they are actively looking into it for me. They seem good.
For future orders use a parcel forwarder service. That way you got control over what shipper gets used for the international part.
tubachris85x
Master Member
STAR WARS™ First Order Snowtrooper Helmet Accessory
DENUO NOVO was founded in 2021 and awarded the STAR WARS™ high-end costume and high-end collectibles licenses. DENUO NOVO is proud to offer the STAR WARS™ First Order Snowtrooper Helmet Accessory. First Order stormtroopers assigned to frigid planets such as Starkiller Base wear specialized armor...
I'll smack anyone who argues Anovos and Denuovo are different companies.
Leeway
Well-Known Member
Did anyone get this from Anovos? It says it's in stock now. I'm curious what the sizing is like. Normally I'm a XXL but I swim in Den Novo XXL. STAR WARS: ROGUE ONE™ Cassian Andor™ Jacket
ggriffaw
Sr Member
I received an email about the jacket from Denuo Novo.
Have you checked the size chart on the page? I have no idea if their sizes match closely to the size chart. When I buy coats in stores, the size (S, M, L, etc.) that fits me varies quite a bit. The size chart has neck, chest, and arm measurements.
mando
New Member
I concur, my personal experience with Denuo Novo has been absolutely abysmal so far. After the Anovos debacle and the ensuing legal issues, I was a little apprehensive about purchasing from Denuo Novo so I took a "wait and see" approach. I researched and learned that Denuo Novo operates in conjunction with NECA and Rubies and had been fulfilling Anovos orders. So, I took the plunge and ordered a Jango Fett helmet around 5 months ago.
I was super excited when the helmet arrived as I had been eagerly waiting to acquire a premium quality Jango Fett helmet. Unfortunately, the helmet which arrived had a defective paint finish, there was a large visible section of paint missing from the mandible. I emailed Denuo Novo support with the photos and they acknowledged the defective paint was their fault and emailed me a Fedex return label. Curious, I asked how such a highly obvious and large paint defect could slip through a QA check unnoticed but their support team avoided the question.
The next day I embarked on the 40-minute round trip drive from my residence to the Fedex facility to return the defective helmet. This obviously incurred a small cost to me in time and petrol, but I was fine with that. Soon after I was advised that the second replacement helmet had been sent and I checked the tracking status regularly in anticipation.
After about a week, I noticed the status unexpectedly changed to "Customs delay". I contacted Denuo Novo and they advised that they were unable to help with customs delays and I should contact their courier - ePost Global. I sent an email to ePost Global and left a message on their support phone voice mail but did not receive a response within the next week. I contacted Denuo Novo support to ask why ePost Global weren't responding and they said they would investigate. Roughly a week later I received an email response from ePost Global saying they would solve the customs delay by getting in touch with their local courier in Australia, DAI Post.
After waiting another week without any correspondence, I was becoming impatient, so I contacted DAI Post directly. They informed me that they were not aware of any correspondence received from ePost Global related to my tracking ID and that they would investigate the customs delay. In the meantime, I emailed and called ePost Global and again, no response. I gave up on ePost Global and continued to follow up exclusively with DAI post. They advised that Customs had requested the order information, which I supplied. A week later I followed DAI Post up again and they said that Customs required the value of purchase so again, I supplied the requested information. The following week, I rang DAI Post again for an update and they advised that after a month of sitting at Customs waiting for documentation, the package had finally been cleared.
I should add that Denuo Novo support claimed the following via email: "The ePost team was not responsible for the hold and had no control over or part in the delay. This was entirely a customs issue. ePost has requested an explanation from the customs office, but has not yet heard back. Customs does flag overseas packages occasionally due to various reasons. They did not contact the recipient or shipper because they did not need additional information from either party. We are unsure why this package was flagged or held."
I've kept a record of all communications and this claim was patently false. Denuo Novo did not know that I had completely given up on ePost Global and was liaising with DAI Post to provide the missing documentation that Customs was requesting. Neither ePost Global or Denuo Novo knew what was going on because they left it to me to do all of the detective work on their behalf.
I was relieved but frustrated at the amount of time and energy that I had to spend to solve this customs issue. Especially since the required documentation for Australian Customs was supposed to be included with the package. It appeared neither of Denuo Novo's chosen couriers were doing anything to investigate, DAI only responded after constant prompting via support phone calls. In the end, it took me over a month to proactively solve the customs delay and that was only due to my persistence. If I had waited on Denuo Novo's couriers to solve the issue on their own, I can’t imagine how long my package would have sat unattended at Customs. So I called customs and they told me that if the package was not claimed by the courier within 8 weeks then it would be categorised as "abandoned" and be disposed.
I decided to do some basic math and all up, I composed a total of 38 emails to liaise with DAI Post, ePost Global, and Denuo Novo to get the package cleared through customs. Let’s be conservative and assume each email took 5 minutes to compose, that’s roughly 190 minutes - over 3 hours of my time trying to resolve problems directly related to Denuo Novo’s defective helmets and courier incompetence.
Now, imagine how gutted and defeated I felt when I finally received the package and opened it to discover the rangefinder was broken. I honestly could not believe it. I just stared at it, contemplating the amount of time and energy this experience had already consumed. I wasn't ready to go through this all over again and the thought was giving me anxiety.
I took a day to calm myself and eventually emailed Denuo Novo support, asking if a manager could please review my experience and reach out. Nobody did. I was extremely unhappy and was hoping that somebody had the power to make things right. In all honesty, I just wanted someone with enough empathy to reach out and say, "Your experience has really sucked so far. We're so sorry for the time and energy you've had to spend on the logistics of returning consecutive defective products and the customs delay. You've been super patient and as a gesture of good will, please accept a discount off your next purchase."
Instead, I received their standard templated support response - "sorry, refund or replacement?" I immediately replied with an emotionally charged and sarcastic response. It wasn't abusive in any way, but it was quite cynical, which was exactly how I felt at the time. I fully believed that nobody at Denuo Novo cared about my personal experience so there was nothing to lose in penning a raw and emotional response.
The following day I made the 40 minute round trip to the Fedex facility and returned the second defective helmet, resetting the waiting game with Denuo Novo for the third time in a row, and costing me more of my own time and money. I need to get off this foolish merry-go-round.
The Denuo Novo support team eventually responded and informed me that the brand manager Mark Von Ohlen "has confirmed that he will contact you after SDCC". Well, it's now been 2 weeks since SDCC ended and Mark must have much higher priorities than this very unhappy customer. If anyone is interested in hearing how this relentless saga plays out, I'll be happy to follow up. I do hope Mark eventually decides to reach out but I won't be holding my breath.
TLDR:
- Denuo Novo sent me a helmet with a glaringly obvious defect which should never have passed a cursory QA check
- I return the helmet and they send me a replacement helmet which gets held up at Customs due to missing documentation.
- Denuo Novo advise me that they are unable to assist "as it is outside of our jurisdiction" and I need to liaise with their courier.
- ePost Global does not respond to multiple enquiries and I have to liaise with a local courier to provide the requested documentation.
- After a month of persistence, the package clears customs and the helmet arrives with a broken range finder.
- I return the second defective helmet and ask for the brand manager to reach out about my poor customer experience.
- 2 weeks after being told that Mark Von Ohlen would reach out, I am still yet to hear from him.
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FON
Well-Known Member
I'm yet to receive my helmet, but I certainly feel you with the shipping issues. The constant worry and need to follow up regarding customs is sheer insanity in this day and age. Even if the helmet arrives without damage or flaws like yours, I don't foresee myself exerting the energy required to see it through for a second time. It's a shame as I do like their products... But overall, the benefit is lost with the toll and stress that it requires to see it through.
mando
New Member
I really hope you get your helmet soon and I am astounded that DAI Post extorted you for an extra $97 to "expedite" the customs delay. They can only expedite their provision of information to Australian Customs, they have zero control over the response time from Customs staff after providing the requested documentation.
One of the issues that bothered me most was Denuo Novo treating me like they had no responsibility to help me resolve a customs issue with the courier of THEIR CHOICE. Sorry, not good enough. If you choose to engage the services of a cheap and evidently understaffed courier that does not respond to enquiries from your customers who are trying to track their packages or resolve customs issues then you are accountable for that choice.
Based on my experience, Denuo Novo have created an almost insurmountable pain point for customers by engaging ePost Global as their courier. If you live outside of the US, I would caution you against ordering anything from Denuo Novo unless they decide to change course and start taking accountability for the delivery of their products to their customers. It seems much easier for Denuo Novo to delegate blame to the courier and tell the customer to solve it themselves. A truly customer-centric company would never take this approach for fear of doing irreparable damage to the brand.
One of the issues that bothered me most was Denuo Novo treating me like they had no responsibility to help me resolve a customs issue with the courier of THEIR CHOICE. Sorry, not good enough. If you choose to engage the services of a cheap and evidently understaffed courier that does not respond to enquiries from your customers who are trying to track their packages or resolve customs issues then you are accountable for that choice.
Based on my experience, Denuo Novo have created an almost insurmountable pain point for customers by engaging ePost Global as their courier. If you live outside of the US, I would caution you against ordering anything from Denuo Novo unless they decide to change course and start taking accountability for the delivery of their products to their customers. It seems much easier for Denuo Novo to delegate blame to the courier and tell the customer to solve it themselves. A truly customer-centric company would never take this approach for fear of doing irreparable damage to the brand.
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mando
New Member
Also, DM me if you would like the details for my primary contact at DAI Post who helped me supply the requested documentation to Australian Customs (and did not try to extort me for an expedited enquiry fee). I can't stand the thought of someone else having to endure the same **** show that I had to navigate primarily on my own.
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Ares X
Sr Member
mando- Your experience (minus the customs part) sounds very similar to my dealings with Anovos when ordering an AT-ACT Driver helmet. First one arrived with a minor imperfection in the paint, but due to the price I felt it was enough it should be without flaws. I should've just sucked it up and kept it. The next one arrived with the entire forehead piece crushed in. The sad part was the packaging was in perfect condition, so this was done by an Anovos employee when packaging it and I would have to guess was totally aware of it as well. At that point I was done and just wanted reimbursed and that's when everything fell apart and I was involved with years of countless emails with them. I would deal with one person for a few months making promise after promise that I would be reimbursed and then get passed to someone else and the whole process started over again. It ended when I contacted my bank and filed a dispute against the transaction and my bank reimbursed me.
So far my luck with Denuo Novo has gone well, but I am not outside the U.S., so I can't speak on that part.
GOOD LUCK!!!
So far my luck with Denuo Novo has gone well, but I am not outside the U.S., so I can't speak on that part.
GOOD LUCK!!!
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