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Discussion Starter · #1 ·
Has anyone else had difficulties lately with the quality of service when dealing with established model shops? I have just had a TERRIBLE experience in my first transaction with one particualr shop. However, it seems to me that there is a wider lack of enthusiasm amongst shope owners/staff, at a time when maybe they need to be on top form.

Or is it, as I suspect, just me.....?
 

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QUOTE (Fireline @ 2 Apr 2009, 12:17) <{POST_SNAPBACK}>Has anyone else had difficulties lately with the quality of service when dealing with established model shops? I have just had a TERRIBLE experience in my first transaction with one particualr shop. However, it seems to me that there is a wider lack of enthusiasm amongst shope owners/staff, at a time when maybe they need to be on top form.

Or is it, as I suspect, just me.....?

Perhaps you might explain what happened to you. ?
 

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Discussion Starter · #4 ·
Ok, to explain. I rang a certain Model shop, and I ordered two limited edition wagons. I gave them my credit card details, and thought no more of it. The next thing I know, someone has listed one of the wagons on Ebay, but I haven't received mine yet. I rang the shop and asked them if mine had been sent, and was told they definitely had been. Ten days later, I ring up and get told that, in fact, the shop never had an order from me. I point out that I was told that it was on it's way, and they tell me that their system must have lost my order, and would I care to order again? (Groan....).

I ordered TWO wagons for a second time, and again gave them my details. That was Monday. Today, ONE wagon arrived here. I rang, to be told that their records stated I had only ordered one wagon. I hung up, just before I suffered a total SOHF. Needless to say, I am not impressed with their service, and I won't be going back there.
 

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Sorry to hear about your experiences, it may be worth naming and shaming the model shop in question to see if anybody else has had a similar experience, or for the rest of us to avoid them.
 

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Discussion Starter · #6 ·
I would rather not name them, as I suspect that my experience may well be the exception, rather than the norm. My problem really is with the lack of knowledge that seems to be present in shops these days. With the exception of the true specialists, a lot of people seem to rely on a little understanding....
 

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Discussion Starter · #7 ·
Ok, it's actually worse than I thought. I found out today that they had billed me for the original "lost" order. When I rang up this morning to complain, I was told that the original order was on their computer system. In fact the man on the phone told me that he couldn't understand why I had been told that there was no first order. I asked him why, if the order was in the system, and it had been billed, why it hadn't been FULFILLED. Agonised silence.....

The upshot of my call was that a refund is ALLEGEDLY on it's way. I am not holding my breath. I will NEVER order from that business again, even if they start selling engines for a fiver!
 

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I suggest that you do name and shame them as it seems as if they are taking the michael and they are relying on your silence to keep others buying from them. If they lose custom through being named it might encourage them to "get with the plot" especially with the recession and you are still down by the items you wanted in the first place. By their lax attitude they have asked for it in my humble opinion. "Don't get back get even"


ken
 

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Discussion Starter · #11 ·
QUOTE (neil_s_wood @ 3 Apr 2009, 22:14) <{POST_SNAPBACK}>Was this shop based in Sheffield by any chance? The reason I ask is I had a similar experience from a shop located there.

Nope. Definitely not Sheffield. I have had nothing but good experiences with them.

I have now written to the shop, asking for a proper explanation. It is actually even worse than I had outlined before. Turns out someone else may now have my credit card details too....

All life is 6 to 4 against......................
 

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QUOTE (Fireline @ 3 Apr 2009, 23:03) <{POST_SNAPBACK}>I have now written to the shop, asking for a proper explanation. It is actually even worse than I had outlined before. Turns out someone else may now have my credit card details too....

All life is 6 to 4 against......................

Hi Fireline,

I do hope your card details have not gone to a third party ... if this is the case i would urge you to Name the said business to save future fraud of cards with other customers ordering from them.

Being in retail i see customers cards everyday ..... one use of cards aside from your situation is a partner / spouse using each others cards ...... i can and do refuse payment via this method as the banks class it as fraud ..... something to remember if sending your partner to a shop with your card.

I had a look at your fotopic site the layout is coming on well
 

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Discussion Starter · #13 ·
Hi Upnick. I have written to the shop in question, making a formal complaint. If I don't get a satisfactory outcome in the 7 days I have given them, I will indeed name them. But, much like any of us, I don't like complaining. If it had just been the one error, I would have laughed it off. Even two errors, I'll give the benefit of the doubt. But this is four errors so far, and counting. I hope to get a satisfactory conclusion.
 

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Hi Fireline,

Seven days is enough time to expect a reply personally i would give time for the letter to arrive if thats the method of communication you used or a day for an email to be picked up then count the 7 days, shoddy customer service is not acceptable odd times i have given a retailer a nudge and they have responded with positive results within a reasonable time frame.
 

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Interestingly I have suffered a similar situation with an order for 2x Bachmann G2a locos. I was advised that they were shipped to Aus last sept but neither have qarrived. I have followed up with Australia post but they are unable / unwilling to help. I have written them off and put the loss down to the incompetence of the postal service here. Following this thread I may well pursue the matter further with the model shop in the UK.
 

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Discussion Starter · #16 ·
Still no progress, and that's despite ANOTHER phone call. I have given them until Friday, then they can explain it all to my credit card company instead. All this, and not even a hint of an apology yet.
 

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It would be a good idea to name the shop you are buying from, then we could give you our opinion and not shop from them


Saying you would "rather not name them" is a bit pointless and a waste of a thread if we are going to fall into that same trap.

Tom
 

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QUOTE (Fireline @ 14 Apr 2009, 06:36) <{POST_SNAPBACK}>Still no progress, and that's despite ANOTHER phone call. I have given them until Friday, then they can explain it all to my credit card company instead. All this, and not even a hint of an apology yet.
Fireline,

Don't forget that a customer always has control of this situation. If your credit card has been incorrectly charged, you can dispute it with your bank - just go to your bank and complete the appropriate form.
Provided your present them with the case history you have here, I don't see any problem with you getting you money back.
You should also take the opportunity to tell the bank about the card details being sent to a third party. Once a bank gets wind of this, they will normally send a 'please explain' to the merchant because [breaches of] this is normally covered by their merchant agreement with the bank. Even when a customer disputes a card transaction, the merchant will be sent a 'please explain' letter anyway.

As others have suggested, I would name the organisation, if only to protect the rest of us from experiencing the same problem with the same organisation.

As a last resort, of course, Trading Standards can help.

Sadly, these kinds of problem are not the exception. The biggest problem I find is that so many organisations (but not all) are run as extentions to individual's hobbies instead of as proper businesses. As a result, we have individuals running businesses who really have no idea how to operate a business, manage, work with the public and provide quality service. One of my biggest gripes are those organisations who treat the internet as an 'advertising board': they create an internet presence, complete with email address, but never check their emails or if they do, it's once a week! If you set up business on the internet, then you have to orientate your business processes around servicing it _in_addition_ to what you currently do.

Graham Plowman
 

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QUOTE (Fireline @ 13 Apr 2009, 20:36) <{POST_SNAPBACK}>Still no progress, and that's despite ANOTHER phone call. I have given them until Friday, then they can explain it all to my credit card company instead. All this, and not even a hint of an apology yet.

Hello.
Sorry to hear about your problems. Been there ,done that.

(1) Cancel that card immediately,don't wait for something to happen.It will only cost a phone call to the bank. A new card will be issued & the old one cancelled straight away. It's no big deal & no cost to you. If you think someone may have your details & you do nothing about it,you may be held to blame if anyone uses your details to buy something. A quick phone call is all it takes.

I had this problem a couple of years ago while on a trip to Warley. Someone got my card details & tried to use them. The credit card company were on to it in a flash & rang me to ask if I had carried out the transaction because it was out of line with what I would normally use the card for.

Name & shame that company. It's not your place to protect them if their service is shoddy.You owe them nothing. Also it may help others here to avoid the same problems.
 

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Tony Daly and others are giving you excellant advice after such a period of time and run around definatley name and shame. They don't deserve to be trading nor to have your loyalty as a customer. Cancel all and go elsewhere if needs be direct to the manufacturer for a list of alternate suppliers.
Ken
 
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