RMweb Gold Ian Hargrave Posted January 14, 2016 RMweb Gold Share Posted January 14, 2016 I am still waiting on 2 emails sent before the new year! One about a damaged item, the other about the paid for out of stock K1. Two R3305 weathered K1's just put on e bay by Hornby at £129.99. Link to post Share on other sites More sharing options...
Ian Abel Posted January 14, 2016 Share Posted January 14, 2016 I am still waiting on 2 emails sent before the new year! One about a damaged item, the other about the paid for out of stock K1. Possibly you've seen (or not) my frustration with similar issues and plenty of non-response to emails. This for two orders supposedly fulfilled originally shipped (but discovered to be returned for no known reason!!) on Dec. 17th. I even took it upon myself to CALL them (international from the US) hang on hold and then get help over a week ago, and that didn't result in any real action. I'd recommend doing what I did last night "my time" as I was bored. I sent yet another email, but THIS TIME, I also added the ENTIRE Hornby BOARD OF DIRECTORS INDIVIDUALLY to the email distribution. Guess what - this morning I received an email from the Customer Care Manager, who informed me my "order issues" had been resolved, both locos were in a single delivery AND they provided the courier details, tracking numbers and a discount voucher for my troubles... Piss off folks who really don't WANT to hear from the hoi polloi, and apparently you get a result Link to post Share on other sites More sharing options...
Black 5 Bear Posted January 14, 2016 Author Share Posted January 14, 2016 I'm still waiting for a response to my complaint of the 5th of January. Mind you, they haven't even replied to an e-mail requesting information on the two 7MT models, Earl Haig and Lord Kitchener. I like Hornby products, however their customer service is woeful at present. Link to post Share on other sites More sharing options...
johnpeter3 Posted January 16, 2016 Share Posted January 16, 2016 Dear all Just to note that if you are expecting a refund for non-supplied products in the winter sale, please check your card statement / bank account carefully. I ordered 10 coaches, was delivered 8 and was due a refund of £35.98. For some reason I have received a refund of £22.19. I have contacted customer services and await their reply, but there may be other instances of this so please check carefully. johnpeter3 Link to post Share on other sites More sharing options...
Holgate Junction Posted January 19, 2016 Share Posted January 19, 2016 I am glad I have read these two pages because I am a first time buyer of Hornby and was shocked at their inability to deliver an order yet that I placed on 25th November. Now I realise they have significant problems with their systems, probably due to poor staffing, when errors do occur. I can live with that to a certain degree but having followed up at least 4 times by e-mail with them since early December and not received a single response other than the automated response that they'll get to me in 5 business days, I am now ready for a fight . As the credit card payment went through immediately it seems I may have legal rights I can enforce so I am attempting to get a refund on the £25 shipping fee, as that seems fair, given it is currently 5 weeks late. Lets hope we can agree when somebody actually makes contact with me as it may lead to a further purchase - therefore we can make this a win-win situation. The item was still in stock when I last looked. Well I have finally made contact via a phone call with Horby Customer Care and was talking to representative within a minute. From her feedback it appears the online system had not been updated with anything but she could see the item was shipped a couple of days after payment and held in Jordan awaiting paperwork a month later (don't know if that is the country or a town). I was offered a refund or replacement and decided to cut my losses. So, for the price of an international call and two months loan to Hornby, I learned that their online ordering and e-mail systems are useless (I counted at least 7 unanswered mails since 10th December) and talking to a human is much quicker. Given the coaches ordered were a Christmas present to go with the HST I wanted to buy later I have abandoned both and will stick with the Rapido APT-E. It will probably end up arriving sooner, although one coach less, and still be cheaper overall. I have waited almost a year for it though so that aspect is an unfair dig at Hornby Link to post Share on other sites More sharing options...
Holgate Junction Posted January 22, 2016 Share Posted January 22, 2016 In fairness to Hornby Customer Care they called me without prompting yesterday to inform me there was a serious problem with their international shipping recently and were apologising for not delivering for almost 2 months and this was not a normal level of service. As an apology I was offered a discount on the sale but it was cancelled the day previously. I now have a code for a future purchase. This appears to be a fair outcome for both parties. Link to post Share on other sites More sharing options...
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