rob D2 Posted July 19, 2020 Share Posted July 19, 2020 Shame that it had to get that far really ! communication seems to be their Weak point 1 Link to post Share on other sites More sharing options...
railroadbill Posted July 26, 2020 Share Posted July 26, 2020 I've also had a similar problem with an unfulfilled order. That was placed (and acknowledged by them) 28 June. It was for products showing as available on their web site. Obviously in the current circumstances I don't expect there will necessarily be a quick response, and model railway equipment is hardly an urgent item at the moment. However, I have phoned, got answerphone message saying to e-mail, and then no response to my e-mails. No money has been taken by the shop so I'll just leave this and see what happens. However, if a business is unable to respond to placed order enquiries after a month, they are obviously having serious problems, even in the current situation. 2 Link to post Share on other sites More sharing options...
dpgibbons Posted July 27, 2020 Share Posted July 27, 2020 (edited) I've had a similar experience. My impressions is that Osborn's are selling online without a reliable real-time stock system, so allowing orders for items that aren't in stock - a recipe for extra workload on staff and disappointed customers. Edited July 27, 2020 by dpgibbons 1 1 Link to post Share on other sites More sharing options...
RMweb Premium Richard E Posted July 27, 2020 RMweb Premium Share Posted July 27, 2020 Such a shame as this has put me off buying from them. 1 Link to post Share on other sites More sharing options...
auldreekie Posted July 27, 2020 Share Posted July 27, 2020 Let's hope they get themselves sorted out fairly soon. I've always had good service from them in the past, and one does feel obliged to sympathise with small traders whose methods have been completely upset by Covid. auldreekie 2 Link to post Share on other sites More sharing options...
RMweb Premium Kris Posted July 27, 2020 RMweb Premium Share Posted July 27, 2020 1 hour ago, auldreekie said: Let's hope they get themselves sorted out fairly soon. I've always had good service from them in the past, and one does feel obliged to sympathise with small traders whose methods have been completely upset by Covid. auldreekie Unfortunately this is a situation that has been going for several years. Complaints about their website, non delivery and poor / non existent communication pop on with alarming regularity on a variety of sites. It's not a Covid thing. 1 3 4 1 Link to post Share on other sites More sharing options...
admiles Posted July 27, 2020 Share Posted July 27, 2020 13 minutes ago, Kris said: Unfortunately this is a situation that has been going for several years. Complaints about their website, non delivery and poor / non existent communication pop on with alarming regularity on a variety of sites. It's not a Covid thing. Agreed. They're been very poor for years. Never again is all I'm saying... 1 1 2 Link to post Share on other sites More sharing options...
RMweb Gold McRuss Posted August 1, 2020 RMweb Gold Share Posted August 1, 2020 I have placed an order on June 29th. The money was paid by Paypal the same day. Until now I haven't received the goods, and got no replies. I have send them an email about a week ago and on last thursday, but have received no reply. The Item I've ordered were shown as in stock at the time of ordering. Markus 1 Link to post Share on other sites More sharing options...
PeteN92 Posted August 12, 2020 Share Posted August 12, 2020 Similar story unfortunately, I ordered July 25th had email saying order confirmed (but stock isn't) and money taken from PayPal and have heard nothing since. been trying to ring most days but goes to answer phone and have emailed but just get the auto response back. very frustrating experience and coming up on three weeks since the order it would just be nice for an update. Pete 1 1 Link to post Share on other sites More sharing options...
RMweb Gold McRuss Posted August 21, 2020 RMweb Gold Share Posted August 21, 2020 I contacted PayPal and the looked into it. After a few days my money was refunded. Markus 1 Link to post Share on other sites More sharing options...
Bewdley3 Posted September 16, 2020 Share Posted September 16, 2020 I wish I had read this, before ordering over £70 worth of items at the beginning of September. After 14 days I emailed as not heard or received anything. Did get a reply saying chasing PECO. Interesting that everything I ordered is showing in stock, no mention of back orders. Will give them a further 7 days,then if still nothing, will be contacting my Credit Card. 2 Link to post Share on other sites More sharing options...
Trains4U Posted September 16, 2020 Share Posted September 16, 2020 Ask them for a refund directly first. credit card chargebacks result in significant additional charges to the merchant which will only cause further harm. 1 3 2 Link to post Share on other sites More sharing options...
railroadbill Posted September 16, 2020 Share Posted September 16, 2020 1 hour ago, Bewdley3 said: I wish I had read this, before ordering over £70 worth of items at the beginning of September. After 14 days I emailed as not heard or received anything. Did get a reply saying chasing PECO. Interesting that everything I ordered is showing in stock, no mention of back orders. Will give them a further 7 days,then if still nothing, will be contacting my Credit Card. You did well getting an e-mail in response! 1 Link to post Share on other sites More sharing options...
Bewdley3 Posted September 20, 2020 Share Posted September 20, 2020 Friday 18th,Tried ringing them after 10am as per website. You just get a message telling you,that they are NOT taking phone calls,but to email. Also they are still taking orders. Emailed again asking for a reply by close of business or would cancel order. That worked within 10 mins got a reply saying which items they were waiting for & offering to send what they had & the rest when in stock Free postage. Result 1 1 Link to post Share on other sites More sharing options...
Bewdley3 Posted September 21, 2020 Share Posted September 21, 2020 20 hours ago, Bewdley3 said: Friday 18th,Tried ringing them after 10am as per website. You just get a message telling you,that they are NOT taking phone calls,but to email. Also they are still taking orders. Emailed again asking for a reply by close of business or would cancel order. That worked within 10 mins got a reply saying which items they were waiting for & offering to send what they had & the rest when in stock Free postage. Result Michael was true to his word. The instock items arrived this morning with Postie. 1 Link to post Share on other sites More sharing options...
westie7 Posted October 23, 2020 Share Posted October 23, 2020 Hi folks, Does anyone have any recent idea how things are going here. I have an order in since the beginning of the month. Not pulling the communication chain just yet. Cheers Mark 1 Link to post Share on other sites More sharing options...
BokStein Posted October 23, 2020 Share Posted October 23, 2020 Do they show the item as in stock? If not, then just be patient! 1 Link to post Share on other sites More sharing options...
westie7 Posted October 23, 2020 Share Posted October 23, 2020 11 minutes ago, BokStein said: Do they show the item as in stock? If not, then just be patient! They were in stock at time of order 1 Link to post Share on other sites More sharing options...
dpgibbons Posted October 23, 2020 Share Posted October 23, 2020 My impression is that they do not have a real-time stock system, which leads to orders being taken for items that are out of stock and to all the grief that follows, both for customers and themselves. These days even the smallest online retailers get this right, so I wonder why they have not fixed it before now. 3 Link to post Share on other sites More sharing options...
westie7 Posted October 24, 2020 Share Posted October 24, 2020 9 hours ago, dpgibbons said: My email has been responded to, I thanked them and said I understood we are all under alot of pressure in this climate. so I'm being patient 1 Link to post Share on other sites More sharing options...
BokStein Posted October 24, 2020 Share Posted October 24, 2020 11 hours ago, dpgibbons said: My impression is that they do not have a real-time stock system, which leads to orders being taken for items that are out of stock and to all the grief that follows, both for customers and themselves. These days even the smallest online retailers get this right, so I wonder why they have not fixed it before now. What difference does this make, having a so-called real time stock system? If the item's not in stock at the time of ordering, put it on a back order so that when it comes into stock it is sent out and the payment taken. 1 Link to post Share on other sites More sharing options...
dpgibbons Posted October 24, 2020 Share Posted October 24, 2020 1 hour ago, BokStein said: What difference does this make, having a so-called real time stock system? If the item's not in stock at the time of ordering, put it on a back order so that when it comes into stock it is sent out and the payment taken. A real time stock system won't allow sale and payment for an item not in stock. Which avoids your staff spending much time investigating stock-outs, communicating with irritated customers (or not) and manually refunding payments. 1 4 Link to post Share on other sites More sharing options...
BokStein Posted October 24, 2020 Share Posted October 24, 2020 (edited) But you should only take payment on despatch and not at time of order being placed! No refunds necessary. Edited October 24, 2020 by BokStein 1 Link to post Share on other sites More sharing options...
RMweb Gold Kaput Posted October 24, 2020 RMweb Gold Share Posted October 24, 2020 2 hours ago, BokStein said: What difference does this make, having a so-called real time stock system? If the item's not in stock at the time of ordering, put it on a back order so that when it comes into stock it is sent out and the payment taken. Doesn't really work that well for all the retailers that still allow you to try and order items long since sold out at the manufacturers. 2 Link to post Share on other sites More sharing options...
RMweb Premium PhilJ W Posted October 24, 2020 RMweb Premium Share Posted October 24, 2020 2 minutes ago, Kaput said: Doesn't really work that well for all the retailers that still allow you to try and order items long since sold out at the manufacturers. But many retailers have stock that has sold out at the manufacturers. Link to post Share on other sites More sharing options...
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