Jump to content




Photo
* * * * * 1 votes

Olivias Trains





  • Please log in to reply
634 replies to this topic

#1 confused.com

confused.com

    Member


  • Members
  • PipPip
  • 474 posts

Posted 25 September 2010 - 22:39

I've not seen any comments in this part of the forum, so here's my experience as a mail order customer.

Couple of emails send regarding Loksound decoders, replies received the same day.

Phoned to place an order for two decoders at 4:10pm. Bearing in mind that the decoders needed the sound files loading on them they were in the post that evening - Neil gave me the tracking number whilst on the phone. Decoders arrived at 11am the next day. So a Farish V2 with sound is now running on my uncles layout, and I'm currently watching and listening to a Farish Voyager on my test track loop.

Usual disclaimer - no association with Olivia's, but a very satisfied customer.
  • Like x 2



#2 Bernard Lamb

Bernard Lamb

    Member


  • Members
  • PipPip
  • 4,877 posts

Posted 26 September 2010 - 07:43

But plenty of comments here.
http://www.rmweb.co....n/page__st__250
Bernard

#3 confused.com

confused.com

    Member


  • Members
  • PipPip
  • 474 posts

Posted 26 September 2010 - 08:14

Bernard, I have occasionally skipped through that thread. The comments I have seen are focused more on models which are still some way off being released. My posting is based on the service I received when I placed an order 50 minutes before the shop was due to close. I have received great service from other retailers, including one or two who are on this forum, but I think the service from Neil was exceptional.

Tim

#4 number9

number9

    Registered Member


  • Members
  • Pip
  • 24 posts

Posted 14 October 2010 - 16:49

As I was passing within a mile or so of the shop I decided to call in fairly recently. I had only a few items on my shopping list, but as always I was on the look out for other things, particularly secondhand items.

As I entered the premises I was met with a large number of display cabinets containing hundreds of items, mostly locomotives. It was here that I met the first problem; hardly anything was marked with a price. It was also unclear in some cases whether items were unused old stock or secondhand. Since the shop specialises in DCC sound there was also no indication if items were DCC ready, DCC fitted or complete with DCC sound.

Having made enquiries for several items to the two sales people it became clear that only the shop owner knew the price of things! Once he had finished on the phone he answered all my questions and explained how all the items were arranged.

I bought a couple of items but as I drove away I wondered whether this approach is the way forward. Okay I can see that by not indicating a price it saves a lot of work when the price needs to be changed but are customers put off from buying, particularly at busier times when the owner is dealing with somebody else?
  • Agree x 2

#5 Jenny Emily

Jenny Emily

    Member


  • Members
  • PipPip
  • 2,008 posts
  • LocationBolton

Posted 14 October 2010 - 19:15

As I entered the premises I was met with a large number of display cabinets containing hundreds of items, mostly locomotives. It was here that I met the first problem; hardly anything was marked with a price. It was also unclear in some cases whether items were unused old stock or secondhand. Since the shop specialises in DCC sound there was also no indication if items were DCC ready, DCC fitted or complete with DCC sound.


Shops with no prices are a big bugbear of mine. I have always been left from my Father with the ideal that "if you have to ask, you can't afford". Having a price on things allows a customer to make a decision without feeling that they require constant fussing by sales staff. I can't be the only person who gets put off by unpriced items?
  • Agree x 17
  • Like x 3

#6 Danemouth

Danemouth

    Member


  • Members
  • PipPip
  • 1,017 posts
  • LocationCardiff

Posted 14 October 2010 - 19:28

Shops with no prices are a big bugbear of mine. I have always been left from my Father with the ideal that "if you have to ask, you can't afford". Having a price on things allows a customer to make a decision without feeling that they require constant fussing by sales staff. I can't be the only person who gets put off by unpriced items?


You're not - if it's too much trouble for them to price their stock, then it's too much trouble for me to ask unless it's something I really really want! The advantage of unpriced stock for me is I am not tempted to make an impulse purchase.

Dave
  • Agree x 3

#7 POOKLEBURGER

POOKLEBURGER

    Registered Member


  • Members
  • Pip
  • 2 posts
  • LocationSheffield

Posted 12 November 2010 - 12:43

I am reasonably local to Olivias Trains and as such am a regular visitor to the shop. I have always been made to feel very welcome and the help and advice I have received is second to none. The thing is with Neil Bishop ( propriator ) is the fact that he is genuinly really interested in the products that he sells. This coupled with the fact that he is an ex BR driver and has driven many of the classes of locomotives he now does DCC sound for, I think you couldn't do better.
  • Agree x 2

#8 Xerces Fobe2

Xerces Fobe2

    A/C removed


  • Members
  • PipPip
  • 3,732 posts

Posted 12 November 2010 - 23:26

Fantastic service ordered a non-standard Class 411 sound-chip on an 8 Pin decoder 24 hours later by recorded deliver said chip arrives + offered free upgrade to a Class 40 sound chip that a purchased about 18 months ago ( without asking) I just pay the post.

This is a very good example of Service Service Excellence in action.

Xerces Fobe

#9 brittannia

brittannia

    Member


  • Members
  • PipPip
  • 482 posts
  • Locationdukinfield

Posted 08 April 2011 - 20:55

always had great service from olivias,had sound decoders fitted while you wait and at competetive prices

#10 Handscombmp

Handscombmp

    Member


  • Members
  • PipPip
  • 67 posts

Posted 11 April 2011 - 17:40

Has anyone had any experience on sending a loco to be chipped for sound.

#11 locoholic

locoholic

    Member


  • Members
  • PipPip
  • 998 posts

Posted 19 September 2013 - 12:58

At the end of August I phoned Olivia's Trains and ordered a Hornby train pack which I couldn't find in stock anywhere else. I was given a Post Office tracking number which showed that the item had been posted and was in their system. After waiting a week it still hadn't arrived, so I phoned Olivias to tell them. The impression that I was left with was one of indifference, but I was told to wait another couple of weeks to see if it turned up. Sadly, it hasn't, so after a further two weeks I called the shop again. This time the conversation was mainly centred around the fact that even though the Post Office tracking system says that something hasn't been delivered, that doesn't mean that it hasn't. The clear implication was that I had actually received the item and was trying to fraudulently claim otherwise, and that it was my responsibility to claim from the Post Office for a lost item. They would send me the proof of posting, and I think he mumbled something about making up the difference, so I wouldn't be out of pocket.

Has anyone else had this happen to them, either from Olivia's Trains or another outlet, and if so, can you match this disastrous customer service experience?

Perhaps it was unfortunate that I was not a regular customer of theirs, but after this I'm unlikely to buy from them again. Also, when I sold something on eBay and it disappeared, I recall it was up to me as the sender to claim. Does anyone know what the legal position is with items bought by credit card that never arrive?

PS If anyone in the Midlands is offered a cheap Hornby LNER blue Kingfisher + 3 coaches, it could me mine!

#12 locoholic

locoholic

    Member


  • Members
  • PipPip
  • 998 posts

Posted 20 September 2013 - 15:09

I've just received the proof of posting from Olivia's Trains, but not a copy of the credit card transaction which I was promised, and no covering letter. I've contacted my credit card company as Olivia's Trains seem content to wash their hands of the whole affair. I can't believe how poor their customer service is.
  • Agree x 7
  • Informative/Useful x 3
  • Friendly/Supportive x 1

#13 Stevelewis

Stevelewis

    Member


  • Members
  • PipPip
  • 2,560 posts
  • LocationBUCKLEY NR MOLD North Wales

Posted 20 September 2013 - 18:14

I suggest that  you  obtain a claim  form  from your  local PO  and  send it  to Royal Mail Customer  services ASAP  ( Photcopy  the proof of posting  also just in case)

 

Either party  can  make a  claim, but in my experience  it  is  usually  the  SENDER  who does  so.

 

Can you  say  what  postal  method was  used  by Olivias,?

 

If they have  not  used  special delivery then compensation will be  limited  to  £20  if  it  was   and UN signed  for  parcel  or  £50 if it  was  a  SIGNED for  parcel.

 

However  your  credit  card provider  should act as well on your  behalf.

 

Hope this  helps

 

PS  Thanks  also  for  posting  this  info, it helps to know, when choosing  a retailer 


Edited by Stevelewis, 20 September 2013 - 18:16 .

  • Agree x 3
  • Like x 1

#14 ColinK

ColinK

    Member


  • Members
  • PipPip
  • 1,856 posts

Posted 20 September 2013 - 19:21

Has anyone had any experience on sending a loco to be chipped for sound.

Yes.  They have done a class 14 and a class 15 for me.  As well as fitting sound chips, they repainted the 15 (into BR blue) and weathered both locos.  The 14 sounds great.  As there is no working class 15, it has class 31 sounds for now. 

I am very happy with the all the work, the sounds and the service by Olivias Trains and will use them again.



#15 locoholic

locoholic

    Member


  • Members
  • PipPip
  • 998 posts

Posted 20 September 2013 - 20:02

Thanks for your comments, Stevelewis
 
What postal  method was  used  by Olivias?

They sent it 2nd Class Recorded, whereas my recollection when placing the order was that I paid £8 for 1st Class Recorded. The Post Office claim form says that the maximum compensation is £32. Elsewhere on the internet it says that these transaction are covered by distance selling regulations, and that after 30 days I am entitled to a full refund from the seller, so it would appear that Olivia's Trains aren't familiar with the rules that govern what I imagine to be a fair chunk of their business. 
  • Agree x 1

#16 Stevelewis

Stevelewis

    Member


  • Members
  • PipPip
  • 2,560 posts
  • LocationBUCKLEY NR MOLD North Wales

Posted 20 September 2013 - 21:06

The current  Royal Mail  rates ( effective  April 13)  show  that the compensation  rate  for Signed  for Parcels  is  £50 irrespective  of 1st or  2nd  class..

 

But  the point is  of  course  The  retailer is  responsible  and they should refund you  the full amount  you paid if you did not recve the  goods, I am sure though your credit card provider  will help though



#17 muddys-blues

muddys-blues

    Member


  • Members
  • PipPip
  • 2,183 posts
  • LocationPwllheli, Gwynedd, Gogledd Cymru / North Wales.

Posted 20 September 2013 - 22:02

Interesting last couple of comments with regards to Olivia's, I bought a Ltd Edition Class 47 off them a few months ago, I paid £6.00 postage, as they advertised 1st Class recorded for this amount, got a model sent 2nd Class standard for the sum of £2.90, no recorded delivery, opened the model too find there was no detailing pack enclosed either.

 

I rang them about 3 times, only to be told Neil was busy, emailed them also 3 times, got a reply on the 3rd attempt, the answer about the postage cost was wishy washy to say the least

 

A detailing finally turned up after pestering them for it.

 

After spending £125.00 on a Limited Edition model, and receiving shabby Customer service, that will probably be my one & only time of using Olivia's.


  • Agree x 4
  • Informative/Useful x 4
  • Friendly/Supportive x 1

#18 Ian Hargrave

Ian Hargrave

    Member


  • Members
  • PipPip
  • 5,425 posts

Posted 21 September 2013 - 06:37

Well......we all know the answer to these postings,don't we ? The owner apparently shuns this forum  ( I believe Andy Y had something to say about this a while back )  His prices are eye-watering in most cases. He has,shall we say,a certain niche in the market....for some. An acquired taste,you might say.....


  • Agree x 4

#19 Johnfromoz

Johnfromoz

    Member


  • Members
  • PipPip
  • 152 posts

Posted 21 September 2013 - 14:21

Interesting that there seems to be a bit of a pattern emerging with this retailer.  I too had an experience with them broadly similar to locoholic, a couple of years ago,  i.e. complete indifference when a loco sent by him was faulty and then when it went missing on return. I had to follow up all compensation with the post office and credit card. 

 

The owner talks a good sale, but doesn't want to know if any problems arise'

 

Wouldn't now touch them with a barge pole.......


  • Informative/Useful x 2

#20 johnd

johnd

    Member


  • Members
  • PipPip
  • 911 posts

Posted 21 September 2013 - 14:54

How interesting, a number of years ago I decided to call on my way from Manchester to visit relations in North Notts, the intention being to purchase a sound decoder.

All was well till I had been allowed to drive the display model, it was noticed that the sound lagged behind what the loco was doing, when pointing this out I was told in no certain terms that was the way the sound man had set it up and if I wanted the engine to rise in sound before moving I was to use notching.

Not what I expected. Also surprised that as an ex BR loco driver ( I believe ) and he was selling so called authentic sound , that he accepted the sound mans sound set up. Needless to say I did not spend and have never even thought about purchasing from there since. The word Arrogant seems to come to mind.

Edited by johnd, 23 September 2013 - 09:54 .

  • Informative/Useful x 1
  • Agree x 1

#21 scorpion

scorpion

    Member


  • Members
  • PipPip
  • 414 posts

Posted 21 September 2013 - 15:46

I don't  think authentic sound is high on their agenda, further up this page is a reference to a class 15 with a class 31 sound chip, other sound locos advertised have no existing/working prototype from which a recording could be made


  • Agree x 1

#22 muddys-blues

muddys-blues

    Member


  • Members
  • PipPip
  • 2,183 posts
  • LocationPwllheli, Gwynedd, Gogledd Cymru / North Wales.

Posted 21 September 2013 - 18:04

My preferred sounds would be Howes, or Biffo man, I have heard numerous Olivia's,

 

as in the words of Master Jedi Yoda "Sounds with impressed I am not....hmmmm"


  • Agree x 2

#23 Stevelewis

Stevelewis

    Member


  • Members
  • PipPip
  • 2,560 posts
  • LocationBUCKLEY NR MOLD North Wales

Posted 22 September 2013 - 12:16

As  an aside  to all the recent  previous discussion, some  of  the group of  Modellers I  work with were  contemplating a 'Woodhead  extension' (I   know  dont  ask!!!)

 

I  was concerned thoughas to the service we might receive  if we ordered EM-1 & EM-2 locos,  has  anyone any experience  of them  ( I am  quite  partial  to 26020 myself!)

 



#24 locoholic

locoholic

    Member


  • Members
  • PipPip
  • 998 posts

Posted 25 September 2013 - 10:51

For the sake of fairness to the retailer, here is the latest on the saga of the missing Hornby train pack. I received a call from Olivia's Trains, telling me that the missing parcel had been returned to them by the Post Office, who said that it had not been collected from the delivery office. That is utter nonsense, as I had visited the office twice to see if they could tell me what was going on. The tracking system still shows that the parcel is in transit.

Anyway, the man at the shop was much perkier that on previous occasions, presumably as he realised that I wasn't trying to defraud him, after all. I offered to pay £11 for Special Delivery as I couldn't stand the suspense any more, and the lovely blue A4 and its coaches duly arrived the next morning, nearly a month after they were first posted. All that remains now is to try and claim back the cost of the postage for the abortive first attempt, as I seem to have paid for two lots of postage.

Draw your own conclusions from the above. I certainly won't be buying shares in the privatised Post Office, and maybe I should take my wife's advice and stop buying so many model trains.
  • Funny x 3

#25 Grasslands

Grasslands

    Member


  • Members
  • PipPip
  • 291 posts
  • LocationSwindon

Posted 25 September 2013 - 11:14

Hi, some interesting experiences here. I ordered my Heljan EM1 a couple of years back. When it arrived the bogie was disjointed (something to do with the packaging, if I remember). I phoned them and asked for a replacement. I sent mine back and I got a better version in return. I would buy another if they were a wee bit cheaper.

 

Regards

 

Tom