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Hattons Model Railways of Widnes (formerly Liverpool).





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#1751 Duple

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Posted 21 January 2018 - 08:05

Yes  that  is  not  disputed  it  was  down  to  the  strange  way  that DPD seem  to  handle  multiparcel  consignments , the  delivery  driver  told  me  that when  parcels  are  sorted  at  the  depots  they  are  loaded  onto rolling  cages so  these  consignments can  be  easily  split  up.

 

Ideally  it  would  have  been  a  fairly simple  matter  for  the  2 parcels  to have  been taped  together  and   sent  as  one parcel,  Hattons  have  taken  this  on  board  as  they  were concerned as to  what occurred.

 

 

I work in the industry and it would probably be cheaper for them as 2 separates if the sizes were different.


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#1752 Jonboy

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Posted 21 January 2018 - 09:08

We had quotes for dpd and their rep told us they don’t accept multiples taped or strapped together due, to the type of conveyor they use in their depots.
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#1753 blueeighties

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Posted 21 January 2018 - 12:53

Some of the used prices are eye watering. £180 for a Dapol 68?
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#1754 GEOEng03

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Posted 25 January 2018 - 15:23

Excellent customer service from Hattons. Purchased a pre-owned Class 60. Item arrived with some damage, so duly messaged to explain and show pictures.  Prompt response and options to proceed. Took the offer of a partial refund, as parts could be fixed. Refund in account the very next morning (it was after 6 when they had responded the night before). Very impressed and good to see that attentive service was given.

Cheers


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#1755 badgerV8

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Posted 31 January 2018 - 20:33

I currently have mixed views....

 

I've placed a lot of orders with Hatton's over the years and had no issues, but one thing I've been guilty of is buying locos and immediately putting them away into storage, for the day that I "get round to" building my layout....

 

Anyway, that day came recently, so once I had track down I started running locos. At this time, I discovered issues with Heljan's Class 14 and 17 models via the internet, so was wary of checking out those particular locos first.

 

First, the Class 17, after finding this forum and reading up on the issues. Sure enough, tight wormshaft bearings on the drive towers causing high current drain, dismantled and resolved, all back together and sound installed, job done.

 

Next, the 14.... opened the box, to find a loco with broken steps, headcodes cut from the sheet and already installed, glue marks on the body at the horn blocks and replacement etched cabside running numbers fitted! Oh, and it ran like a bag of bolts, with two pickups bent out of shape as well!! Not what I expected. Now, it's a number of years since I bought it, so I knew there was no question of any warranty, so I decided (with the help of info on this forum) to resolve the running issues myself. This I did, and now have a good running model, which I have installed sound into (with a degree of difficulty!).

 

I decided I would email Hattons and touch base, explaining the situation, as this had actually been bought as a new item....  various emails later, people not wanting to believe me that I had bought it "new", someone else talking about "damage" when it was actually modifications, and a steadfast refusal to acknowledge that something had gone wrong their end.... at one point I was more or less called a liar by one of their staff, which really angered me! Sadly, I don't have the original purchase docs as it was an internet purchase that would have been saved on the hard drive of my previous computer, which went to the big silicon valley in the sky about 2 years ago, haha. I am absolutely convinced that I was accidentally sent someone else's returned item as a new one, by mistake.

 

Lessons learned, 1. check everything on receipt. 2. print and keep paperwork. 3. don't trust a retailer just because they are big and have been around for a long time!  

 

This was my first ever occasion that I felt the need to contact Hatton's about anything I have ever purchased from them, and in all honestly it leaves a slightly bitter feeling towards buying from them again in the future!


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#1756 truffy

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Posted 31 January 2018 - 21:04

Lessons learned, 1. check everything on receipt. 2. print and keep paperwork. 3. don't trust a retailer just because they are big and have been around for a long time! 

 

4. Give locos a light running-in on a test track (or rolling road if you're keen and have the propellor-hat). It doesn't take much to set up a small, temporary loop for testing purposes.


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#1757 Colin_McLeod

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Posted 31 January 2018 - 22:39

badgerv8 your experience would have been more believable to Hattons if you had raised the issue at the time as they would more likely have made the connection between your comments and their other customers. To raise the issue years later and expect Hattons (or any retailer) to just accept the complaint without question is unrealistic.

To then say the experience made you bitter is sad and unfair to Hattons.

For your own benefit get over it and move on with the good things in life.
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#1758 amdaley

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Posted 31 January 2018 - 23:51

I currently have mixed views....

 

I've placed a lot of orders with Hatton's over the years and had no issues, but one thing I've been guilty of is buying locos and immediately putting them away into storage, for the day that I "get round to" building my layout....

 

Anyway, that day came recently, so once I had track down I started running locos. At this time, I discovered issues with Heljan's Class 14 and 17 models via the internet, so was wary of checking out those particular locos first.

 

First, the Class 17, after finding this forum and reading up on the issues. Sure enough, tight wormshaft bearings on the drive towers causing high current drain, dismantled and resolved, all back together and sound installed, job done.

 

Next, the 14.... opened the box, to find a loco with broken steps, headcodes cut from the sheet and already installed, glue marks on the body at the horn blocks and replacement etched cabside running numbers fitted! Oh, and it ran like a bag of bolts, with two pickups bent out of shape as well!! Not what I expected. Now, it's a number of years since I bought it, so I knew there was no question of any warranty, so I decided (with the help of info on this forum) to resolve the running issues myself. This I did, and now have a good running model, which I have installed sound into (with a degree of difficulty!).

 

I decided I would email Hattons and touch base, explaining the situation, as this had actually been bought as a new item....  various emails later, people not wanting to believe me that I had bought it "new", someone else talking about "damage" when it was actually modifications, and a steadfast refusal to acknowledge that something had gone wrong their end.... at one point I was more or less called a liar by one of their staff, which really angered me! Sadly, I don't have the original purchase docs as it was an internet purchase that would have been saved on the hard drive of my previous computer, which went to the big silicon valley in the sky about 2 years ago, haha. I am absolutely convinced that I was accidentally sent someone else's returned item as a new one, by mistake.

 

Lessons learned, 1. check everything on receipt. 2. print and keep paperwork. 3. don't trust a retailer just because they are big and have been around for a long time!  

 

This was my first ever occasion that I felt the need to contact Hatton's about anything I have ever purchased from them, and in all honestly it leaves a slightly bitter feeling towards buying from them again in the future!

 

I understand how you might feel but to expect a retailer to take action after a few years is asking a bit much.

The moral of the story is to always check everything when it comes even if you only hold a couple of wires to the wheel rims.

A very handy item to have is a rolling road so that when you get a new loco you can give it a quick run before putting it back in its box again.

You can buy a Hornby rolling road for about £50.


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#1759 Robin Brasher

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Posted 01 February 2018 - 09:15

My nearest model railway shop has a test track and they test each locomotive before the customer buys it. There is not much difference in prices between them and Hattons. Perhaps the time has come to support your nearest model shop.
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#1760 Richard Lee

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Posted 01 February 2018 - 10:17

My nearest model railway shop has a test track and they test each locomotive before the customer buys it. There is not much difference in prices between them and Hattons. Perhaps the time has come to support your nearest model shop.

An excellent idea, if you are lucky enough to have a model shop that does UK outline within reasonable travelling distance.


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#1761 Colin_McLeod

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Posted 01 February 2018 - 10:26

What if Hattons is your nearest model shop? :)
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#1762 badgerV8

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Posted 01 February 2018 - 10:31

 From my original post...

 

 

 

, it's a number of years since I bought it, so I knew there was no question of any warranty,

 

Guys, let's get one thing clear here - I did NOT expect Hatton's to do anything about it after so many years, I fully accept it's my fault for not checking it when I got it, I just wanted them to be aware of what had happened (I paid for a new item but received a second-hand one), yet I was effectively called a liar!

Why would I lie when I made them fully aware from the outset that I was keeping the loco and wasn't looking for any form of refund - having spent a lot of time getting it to run right and fitted sound to it?

 

I did NOT expect them to "take action", I simply wanted them to acknowledge that a mix-up had occurred at some point, hopefully this would have allowed them to look at their own procedures to prevent anyone else having a similar issue.......


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#1763 Colin_McLeod

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Posted 01 February 2018 - 11:47

You may not have expected action, but you did make a complaint (that they sent the wrong item).

So they had a choice of either accepting your complaint or not. They chose not.

Looking at their procedures from years ago would probably be pointless if they are happy with their current procedures.

Edit for typo

Edited by Colin_McLeod, 01 February 2018 - 11:48 .


#1764 Widnes Model Centre

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Posted 01 February 2018 - 12:37

What if Hattons is your nearest model shop? :)

 

You can come to us not far from there! :drag:

 

:onthequiet:


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#1765 Robin Brasher

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Posted 01 February 2018 - 15:57

Royal Mail has told me that Hattons' bar code is not recognised for my Bachmann SR olive green birdcage composite coach. This is the third time this has happened. I wonder if Hattons have submitted it into the Royal Mail network.

Last time the other coaches arrived a couple of days later but I was unable to track them so I had no idea when they would come.

#1766 D9020 Nimbus

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Posted 01 February 2018 - 16:24

If the code is shown as "unrecognised", it usually means that the item hasn't yet been posted—if you check back in a day or so it should probably be known—you will be able to find out when and where it was posted (but Royal Mail tracking information isn't very detailed).
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#1767 sandwich station

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Posted 02 February 2018 - 05:02

I currently have mixed views....
 
I've placed a lot of orders with Hatton's over the years and had no issues, but one thing I've been guilty of is buying locos and immediately putting them away into storage, for the day that I "get round to" building my layout....
 
Anyway, that day came recently, so once I had track down I started running locos. At this time, I discovered issues with Heljan's Class 14 and 17 models via the internet, so was wary of checking out those particular locos first.
 
First, the Class 17, after finding this forum and reading up on the issues. Sure enough, tight wormshaft bearings on the drive towers causing high current drain, dismantled and resolved, all back together and sound installed, job done.
 
Next, the 14.... opened the box, to find a loco with broken steps, headcodes cut from the sheet and already installed, glue marks on the body at the horn blocks and replacement etched cabside running numbers fitted! Oh, and it ran like a bag of bolts, with two pickups bent out of shape as well!! Not what I expected. Now, it's a number of years since I bought it, so I knew there was no question of any warranty, so I decided (with the help of info on this forum) to resolve the running issues myself. This I did, and now have a good running model, which I have installed sound into (with a degree of difficulty!).
 
I decided I would email Hattons and touch base, explaining the situation, as this had actually been bought as a new item....  various emails later, people not wanting to believe me that I had bought it "new", someone else talking about "damage" when it was actually modifications, and a steadfast refusal to acknowledge that something had gone wrong their end.... at one point I was more or less called a liar by one of their staff, which really angered me! Sadly, I don't have the original purchase docs as it was an internet purchase that would have been saved on the hard drive of my previous computer, which went to the big silicon valley in the sky about 2 years ago, haha. I am absolutely convinced that I was accidentally sent someone else's returned item as a new one, by mistake.
 
Lessons learned, 1. check everything on receipt. 2. print and keep paperwork. 3. don't trust a retailer just because they are big and have been around for a long time!  
 
This was my first ever occasion that I felt the need to contact Hatton's about anything I have ever purchased from them, and in all honestly it leaves a slightly bitter feeling towards buying from them again in the future!



If you have placed a lot of orders with Hatton's, surely you would have registered on there site and have an account? If not you should have, as all your transactions that you have ever done with them, would have been saved in "Your Orders" file, where you can view any order you have ever placed with them online. Mine go back to 2005.
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#1768 leopardml2341

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Posted 02 February 2018 - 14:51

You can buy a Hornby rolling road for about £50.


Or one of these for about the price of half a pint of ale :)

https://www.batterys...BSABEgIVyfD_BwE

#1769 woodenhead

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Posted 02 February 2018 - 15:34

Or one of these for about the price of half a pint of ale :)

https://www.batterys...BSABEgIVyfD_BwE

Because it's easier to run a loco in on a rolling road than between your legs with a battery on the wheels  :jester:



#1770 leopardml2341

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Posted 02 February 2018 - 16:27

Because it's easier to run a loco in on a rolling road than between your legs with a battery on the wheels  :jester:


But not as enjoyable.......

I'm outta here :D
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#1771 goatdriver

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Posted 07 February 2018 - 20:54

Placed an internet order with Hatton's on Saturday; delivered in the US on Wednesday.  Can't beat that service.


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#1772 melmerby

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Posted 07 February 2018 - 23:06


 

 Sadly, I don't have the original purchase docs as it was an internet purchase that would have been saved on the hard drive of my previous computer, which went to the big silicon valley in the sky about 2 years ago,
 

From that statement there are two points that stand out.

1: What about the receipt that came in the parcel? I keep mine.

2: Why didn't you transfer your essential documents from one computer to another?

 

Keith



#1773 badgerV8

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Posted 08 February 2018 - 17:54

From that statement there are two points that stand out.

1: What about the receipt that came in the parcel? I keep mine.

2: Why didn't you transfer your essential documents from one computer to another?

 

Keith

 

1. I can't find it.

2. The computer had to be replaced because of failure, not possible to transfer from a fried hard-drive (or it wasn't, when I enquired at the time!).

 

3. Lessons learnt, it won't happen again!


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#1774 melmerby

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Posted 08 February 2018 - 19:40


 

3. Lessons learnt, it won't happen again!

I hope the lessons included backing-up of important files.

Even a USB stick can hold a lot (as long as it's not photos or video)

 

Cheers

 

Keith