Osbourn's Models Bideford

[90rob]

Sorry to say I've had exactly the same experience recently. Ordered items that their website suggested were in stock. Waited a couple of weeks for them to arrive and nothing. Sent several emails that weren't responded too. 

 

Oh dear - in exactly the same situation. Phone them next week...

 

Edited to note that I have just received a full refund and an apology. They seem to be improving and are now responding to emails in a very positive way.

Edited June 10, 2017 by 90rob

[acourtrail]

I have used Osborne's a few times in the past.  I feel that they could improve on a few things, they could put the prices on everything on display in their shop for a start (I find it annoying to have to ask how much things are).  Also, on their website, they could do with only showing what they actually have in stock (a pet hate of mine is looking at something and getting "sorry, out of stock", if shops are going to have websites, they must make sure they have the staff to keep the site up to date).

[D826]

Osbornes - first rate service.

 

Ordered an Arch Laser Yard Crane kit and one or two other items before Christmas.

 

One phone call confirmed I'd messed up on card details and the order arrived next day.

 

Used to be the best n gauge supplier by far when in Abingdon, and for those of us with a leaning to the 'proper' railway, (GWR) Osbourns are still great - if you know how to use a phone and 'communicate'.

 

10 out of 10 from me.

 

Kind regards

 

Matt Wood aka D826....

Edited January 12, 2018 by D826

[bgman]

I purchased a laser kit whilst in the shop last year.

Having almost completed it I noticed that some "important" parts had not been included in the initial design.

I kindly advised them by telephone and said would it be possible to have these cut when they next produced something on their laser.

 

Not a problem was the reply, should be by the end of next week and we will send them on to you.

 

After six telephone requests and nine months later I still don't have the parts. Hey ho !

 

Disgruntled

[WolfofBadenoch]

I ordered a couple of items from them on Thursday and they arrived on Saturday, with a couple of emails from Osborns in between to confirm order and then dispatch.

 

No complaint about the service - glad i hadn't read this thread first!

[Trigger123]

I used to own a model railway shop one of the biggest mistakes I made was to believe the manufacturers not only on time output of models but quoter ie order three units say bogie bolster =18 but no only two boxes come but I've taken 14 preorders who do you let down. This is just a few problems you get but manners cost nothing but remember to preorder just incase

[2mmMark]

Well, I'm very disappointed with Osborns. Having used them in the past, both mail order and from the shop in Abingdon, I placed an order with reasonable confidence, as my last order with them was with me within 24 hours. This time however, it's not been so good. 5 weeks later, no sign of my order and despite a few phone calls to chase, there's still no progress. I do feel like I'm lending them nearly £75. Time to call in that loan!

 

Mark

Edited April 27, 2018 by 2mmMark

[Steamysandy]

Join the line of similarly treated and disgusted people.Should we go to Trading Standards?

[darren01]

I used to us them for a few things, his son now runs the shop.

[2mmMark]

Join the line of similarly treated and disgusted people.Should we go to Trading Standards?

 

I wish I'd read the online reviews and this thread before ordering. I sent them a message yesterday requesting an update. No reply yet. Barclaycard say I can raise a disputed transaction if necessary. I'd much rather have what I ordered but if they cannot supply so be it.

 

Mark

Edited April 28, 2018 by 2mmMark

[alexross42]

I ordered an item from them earlier in the year but after three weeks of waiting the item hadn’t arrived and I’d had no communication from them.

When I phoned they dealt with my enquiry there and then - they stated I should’ve actually received a refund sooner as the item was unavailable but for some reason it hadn’t gone through...within a day it was back in my account.

It wasn’t a totally bad experience but it’s enough to put me off ordering from their website again.

[2mmMark]

Having phoned them on Saturday, the end result is that I shall be getting whatever of my order is currently in stock combined with a part refund.

 

Once again, I had to do the phoning. Apart from one SMS text message, it's totally been down to me to chase the order. The only confirmation I had of my order was the Worldpay receipt for the payment. No email acknowledgement from Osborn's themselves. Thankfully I kept a record of the order number and what was in it.

 

I'm more disappointed than angry about this. They have lots of tempting 2mm items in their catalogue but I would not feel confident about ordering online from them again.

 

When If my order arrives, I'll then be able to see what's missing and look elsewhere.

 

Mark

Edited May 4, 2018 by 2mmMark

[w124bob]

Having phoned them on Saturday, the end result is that I shall be getting whatever of my order is currently in stock combined with a part refund.

 

Once again, I had to do the phoning. Apart from one SMS text message, it's totally been down to me to chase the order. The only confirmation I had of my order was the Worldpay receipt for the payment. No email acknowledgement from Osborn's themselves. Thankfully I kept a record of the order number and what was in it.

 

I'm more disappointed than angry about this. They have lots of tempting 2mm items in their catalogue but I would not feel confident about ordering online from them again.

 

 

When If my order arrives, I'll then be able to see what's missing and look elsewhere.

 

Mark

Has it arrived? Edited May 7, 2018 by w124bob

[2mmMark]

Nope but I have a partial refund, so I'm only currently eleven quid down.  I've chased the partial order and await a response.

 

Sadly, from me, the recommendation for online ordering is

Might be better actually in the shop but Bideford is a long way away!

 

Update 11/05/18  -  The one available item from my order arrived yesterday, apologetic email the evening before before offering a £10 voucher.

Edited May 11, 2018 by 2mmMark

[johnashp]

I too have had problems with Osborns. One has to be persistent to get a reply to emails."Automatic" email advising dispatch of a recent order not received, nor has the item ordered arrived.

 

A previous "non arrival" was "sent again" and did arrive. It seems I'll be having to chase, yet again, the item I am still waiting for. This is the only firm I've ordered from in UK that I've had such problems with. A great shame.  

[grahame]

Osborns Models are usually at TINGS so that is an opportunity to speak directly with them about your experiances. And, of course, make direct purchases without the need for emails and postal services.

;-)

 

G

[woodenhead]

Osborns Models are usually at TINGS so that is an opportunity to speak directly with them about your experiances. And, of course, make direct purchases without the need for emails and postal services.

;-)

G

Shouldn't have to rely on a shop having a stand at a specialist show to enquiry about missing stock, you might have to wait a whole year!

[grahame]

Shouldn't have to rely on a shop having a stand at a specialist show to enquiry about missing stock, you might have to wait a whole year!

 

Maybe not, but it is an extra opportunity. Plus, of course, they attend other exhibitions so there might not be a need to wait a whole year and there is always the option of visiting their shop as they do have retail premises. Or even telephoning rather than emailing.

 

G.

[woodenhead]

Maybe not, but it is an extra opportunity. Plus, of course, they attend other exhibitions so there might not be a need to wait a whole year and there is always the option of visiting their shop as they do have retail premises. Or even telephoning rather than emailing.

 

G.

Telephoning, you mean speak to someone, we only do that when the wifi is down

[Covkid]

Oh dear.

There seems to be a lot of negativity here.

Our friends came round for dinner yesterday and he models "O" mostly kit and scratchbuilds.  He ordered some Peco wagon underframes from Osborne's and was delighted with the service, although he couldn't figure out how Osborne's are cheaper than Peco's own.   

[highpeakman]

Placed an order but the item wasn't in stock (it didn't mention that on the website). I had an email response telling me that they would be expecting it to be delivered in a few days - fine.

 

However I asked another couple of shops about the item and many of them had not seen it for many months and was in short supply. After waiting for the promised delivery date which did not happen I emailed this shop to ask when it was really likely to be delivered but received no response.

 

I waited a further week with no action and emailed again but this time cancelling the order and asking for a refund but still received no response.

 

Several days later I phoned and they said they had not received my emails - curious as they were "replies" to their original acknowledgement email! (The address has been checked and is correct). Anyway they agreed to cancel the order and have refunded the money but I have wasted a couple of weeks on the matter.

 

Reading other comments above it seems that not answering emails might be a regular occurrence. I think they have a good shop but you probably need to visit it as customer service for "remote" shopping seems to be lacking. Phone communication appears to work but make sure they have the stock you want.

[navino1]

Service appears to be very erratic.

 

I ordered some Woodland Scenics items from Osborns Models website mid October. Payed through Paypal. Payment made but nothing from Osborns. Contacted them by phone at the end of October and was told that the items were not in stock (never said this on the website) and that they would chase their supplier and phone me back. They never phoned back. Emailed them beginning of November asking for the order to be cancelled and for a refund. No response. Having looked at the reviews on Trustpilot, I have now opened a case with Paypal.

 

I will never order anything from Osborns Models again.

[Cape Town Trev]

About a year ago I wanted dimensions of the n gauge dairy kit so I emailed. No response followed up and got a scale plan. Subsequently ordered the laser kit. Many months later I decided to build it. A few pieces were missing - a couple of walls and roof to one building. I made a plan and completed it. Being in Cape Town and at the time serious postal issues over here I had not asked for the missing parts to be sent to me.

Must say when I lived in Daventry I did visit the shop when it was in Abingdon. A good shop and Maurice was very helpful even offering cups of tea.

[Tomsontour]

Phoned Osbournes on the 4th December to see if they had a kit in stock, very polite person on the end of phone informed me they did and that I would be making an online order. Kit arrives on the 6th, impressive turn around Will have to give them a call tomorrow as one of the sprues is missing from the kit, kit in question is the arch laser gwr running shed, but hopefully a phone call tomorrow will get the missing parts to me, shall keep you all informed

Matt

[jpendle]

Osborns are having a very difficult time of it due to the lockdown.

 

As I understand it, there is no-one able to work in the shop or answer the phones, and hearing similar things on other forums, it sounds like they have also had an increase in orders that they are struggling to deal with.

 

Regards,

 

John P