Gene Posted July 19, 2010 Share Posted July 19, 2010 Gents, I'm wondering if anybody on this forum has made any purchases from Dart Castings/ Montys Models in the past month or two? I ask because I made an online order with them on June 11th and received confirmation that my order had been received and the Paypal payment was completed also. I still haven't received my order and my e-mail queries are going unanswered, which is starting to give me some concern. I understand that its a smallish business and the folks that are involved have real jobs but not replying to customers emails is not on. Does anybody here have any knowledge as to the situation at Dart? Cheers Gene Link to post Share on other sites More sharing options...
RMweb Gold Brinkly Posted July 19, 2010 RMweb Gold Share Posted July 19, 2010 When placing an order please bear with us and allow the stated 21 days to pass before contacting us to follow it up. It's easy to forget that behind the website we are still a traditional 'cottage industry' not a big warehouse operation and we sometimes need to make items up specifically for orders. Does say 21 days perhaps it is because you are across the pond. Regards, Nick Link to post Share on other sites More sharing options...
RMweb Premium Ramrig Posted July 19, 2010 RMweb Premium Share Posted July 19, 2010 I brought Monty's figures off them at York this year (Easter). I would have thought you may have heard from them after 38 days, if they need to manufacture your figures before posting. Link to post Share on other sites More sharing options...
RMweb Gold John B Posted July 19, 2010 RMweb Gold Share Posted July 19, 2010 Nick - Knowing how long it takes to post small items across the pond, I'm with Gene on this. 6 weeks isn't on! By way of comparison, I placed an order last Sunday with Fox Transfers, paid on their secure credit card site, and received my goods on Thursday! Most "cottage industrialists" I've done business with across the Atlantic are very good, and swift.. Link to post Share on other sites More sharing options...
Gene Posted July 19, 2010 Author Share Posted July 19, 2010 Brinkly/Nick..I did wait longer than the 21 days Dart requests days before trying to contact them, more like 30 days...and their phone # on the website seems to be out of order. Normally orders from the UK take 4-10 days to reach me once its been shipped from the supplier. Believe me, I understand they are a "cottage industry"...but I am a bit concerned that they haven't replied to my emails asking the status of my order, which they have been paid in full for since June 12th. On top of which, when they confirmed reciept of my order this was included: "Please allow 21 working days for us to dispatch your order. We are usually much quicker than this but we do sometimes run out of parts or have to cast items especially. If we are going to take longer than this we will contact you." Link to post Share on other sites More sharing options...
RMweb Gold Garry D100 Posted July 19, 2010 RMweb Gold Share Posted July 19, 2010 I would not wait for an email reply. I have emailed them 3 times since Christmas re a temporary out of stock item and never had a response. I have dealt with them face to face at exhibition and have always been pleased with the service there. I am just going to wait until the next time I see them to ask my question as obviously email does not either get checked or work properly. Of course another possibility is that they have sent your items and they have got lost, they will not know that until you contact them, which of course is part of the issue if they do not use email and their number is not working. Only other way is to write to them or find someone that will see them at exhibition to ask the question for you. EDIT I just rang their number and although noone answered it rang through ok. They do say evenings and weekends only, did you get the time difference adjusted ok? If you want to PM me your order number and some details I can ask them if I get through if you like? Link to post Share on other sites More sharing options...
chrisf Posted July 19, 2010 Share Posted July 19, 2010 Checking e-mails, or rather not checking them, does seem to be their weak spot. I wanted to buy some bits'n'pieces from them at St Albans but about half were out of stock. I printed out the unanswered e-mails and took them to Nottingham, two months later, where a full and frank discussion ensued, my outstanding order was completed and profuse apologies proffered. It appears that they have not learned from this. Chris Link to post Share on other sites More sharing options...
Gene Posted July 20, 2010 Author Share Posted July 20, 2010 Gents...interestingly I just recieved an email from Richard at Dart Castings apologizeing for the delay in my order and informing me that my order was shipped today...so all is well Gary if you're phone call was responsible thanks very much. Cheers Gene I would not wait for an email reply. I have emailed them 3 times since Christmas re a temporary out of stock item and never had a response. I have dealt with them face to face at exhibition and have always been pleased with the service there. I am just going to wait until the next time I see them to ask my question as obviously email does not either get checked or work properly. Of course another possibility is that they have sent your items and they have got lost, they will not know that until you contact them, which of course is part of the issue if they do not use email and their number is not working. Only other way is to write to them or find someone that will see them at exhibition to ask the question for you. EDIT I just rang their number and although noone answered it rang through ok. They do say evenings and weekends only, did you get the time difference adjusted ok? If you want to PM me your order number and some details I can ask them if I get through if you like? Link to post Share on other sites More sharing options...
Gene Posted July 29, 2010 Author Share Posted July 29, 2010 Well my order arrived today and it was well worth the wait. These figures are very detailed and the castings are crisp and clean...now I just hope my painting skills are up to the job Cheers Gene Link to post Share on other sites More sharing options...
Bernard Lamb Posted August 1, 2010 Share Posted August 1, 2010 The last time that I spoke to them in person at a show, I got the response that they were rather amazed at the demand for their products. They are trying as hard as they can as far as I can see. A far better situation than certain ranges that have new owners and some products never see the light of day. Bernard Link to post Share on other sites More sharing options...
dseagull Posted February 21, 2012 Share Posted February 21, 2012 Thought I'd up this to dish out some praise - Just had excellent customer service after my own mistake. Tonight I've ordered some SR Platform 'legs' for the layout, but idiotically, put the wrong email address on the order (basically I have one gmail one for work/football and one '@live.co.uk' one for other stuff. They have similar, but not identical bits in front of the @ . Can you see where I'm going with this? - Basically I put the right first bit, and the wrong domain. Paypal went through OK, so I rang (at 8pm it should be said!) and the phone was answered immediatley and the issue cleared up. Well done Dart Castings! Link to post Share on other sites More sharing options...
RMweb Gold Oldddudders Posted February 21, 2012 RMweb Gold Share Posted February 21, 2012 Dart Castings appeared to be very much alive and well at the Tonbridge Show on Saturday. A young-ish couple manning the stand had a lot of stock, and as I paused, the chap was in earnest conversation with a visitor about new products. Looks healthy to me. Link to post Share on other sites More sharing options...
RMweb Gold gwrrob Posted October 30, 2013 RMweb Gold Share Posted October 30, 2013 I thought I'd give these some praise as I ordered some MJT coach buffers last Friday and received them today.No fuss.Website is excellent with Paypal too.Usually visit the stand at Warley but if like me you visit on the Sunday the chances are what you want will be sold out. Link to post Share on other sites More sharing options...
Fat Controller Posted October 30, 2013 Share Posted October 30, 2013 I thought I'd give these some praise as I ordered some MJT coach buffers last Friday and received them today.No fuss.Website is excellent with Paypal too.Usually visit the stand at Warley but if like me you visit on the Sunday the chances are what you want will be sold out. If you're going to Warley, why not E-mail them in advance and ask them to keep whatever you want back for you? I wish I'd done this at Folkestone show, as they only had the one pack of Dowty buffers. Link to post Share on other sites More sharing options...
jwealleans Posted October 30, 2013 Share Posted October 30, 2013 Beat me to it, Brian - except I did do that at Folkestone and was handed a package with everything I wanted present and correct. Link to post Share on other sites More sharing options...
terry.ecmr Posted October 30, 2013 Share Posted October 30, 2013 Glad all is well. Love their figures. Terry 7 Link to post Share on other sites More sharing options...
Earlswood Nob Posted October 31, 2013 Share Posted October 31, 2013 G'day all I think it depends on whether the items are in stock. I posted an order in August and I received it in less than a week. Earlswood nob Link to post Share on other sites More sharing options...
darren01 Posted November 20, 2013 Share Posted November 20, 2013 Hi I placed an order the other week and it turned up within three days of order being sent, mind you I have in the past had to wait about three weeks for my order. All ways use them and a very happy customer Link to post Share on other sites More sharing options...
Markeg Posted November 20, 2013 Share Posted November 20, 2013 I have made several orders with them over the years and have had excellent service. Like their excellent figures. Mark In OZ Link to post Share on other sites More sharing options...
Mike Riley Posted November 27, 2013 Share Posted November 27, 2013 GWR modellers might like to know that Dart has the Frogmore Dean and Churchward lamp irons back in stock after many months. Hopefully I will now be able to apply the finishing touches to several coaches. Mike Link to post Share on other sites More sharing options...
Mike Riley Posted December 2, 2013 Share Posted December 2, 2013 And the lamp irons arrived this morning. Full marks to Dart Castings. Mike Link to post Share on other sites More sharing options...
TheTurfBurner Posted September 11, 2017 Share Posted September 11, 2017 Reviving this topic as I ordered some items from Dart on 3 August, which have not arrived and I have had no reply to 2 e-mails. Previous orders were all OK, so I'm disappointed this has gone astray somewhere. Before I get "nasty" and start involving PayPal, does anybody know of any problems with Dart which may be holding this up? Link to post Share on other sites More sharing options...
pete_mcfarlane Posted September 11, 2017 Share Posted September 11, 2017 I've had similar delays in the past, but the goods always turned up eventually. Link to post Share on other sites More sharing options...
TheTurfBurner Posted September 12, 2017 Share Posted September 12, 2017 Part of the order arrived this morning. Hopefully, the rest will follow - but no note or e-mail to indicate when! Link to post Share on other sites More sharing options...
Edwardian Posted September 12, 2017 Share Posted September 12, 2017 Frequent small orders of Dart/Monty's/MJT. Seem to turn up within a reasonable time. 1 Link to post Share on other sites More sharing options...
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