Tom Mackie SMG

19 hours ago, Brian-1c said:

Just had a call from them and they say they will send the model to me this week.

Hello,

I would like to investigate this with the team, please could you email me at thomas.mackie@sciencemuseum.ac.uk.

If you could share copies of emails/order confirmation this will help me.

Thanks

Tom

27 minutes ago, JSpencer said:

 

I have the same problem at the moment. No idea if the "in stock" order I placed last week was sent, if so the tracking id. As I'm abroad, this is critical info in order to pay importation charges prior to delivery. If you don't, it merely goes back which is a waste of my time and locomotions as I have no tracking id etc with the delivery people to chase them up.   

Hello,

I would like to investigate this with the team, please could you email me at thomas.mackie@sciencemuseum.ac.uk.

If you could share copies of emails/order confirmation this will help me.

Thanks

Tom

Hello both, 

Please could you email me copies of your emails you have sent in as I would like to investigate this with the team. 
 

My email is thomas.mackie@sciencemuseum.ac.uk

Thanks 

Tom

On 17/11/2023 at 09:55, G-BOAF said:

Do FNRM members qualify for a discount in purchases at Locomotion in the same way as at York? I've never had a proper answer to this (and if no, why not!?)

Hello, we offer FNRM discount on purchases in the locomotion shop with exclusions applying for which we don’t offer discount on models. 
 

Thanks 

Tom

2 hours ago, Chilly said:

Alas no e-mail reply yet 🤷‍♂️

Hello, 

Could you please send me in PM your contacts details and I can check this with the team. 
 

We do see on occasion our email replies going into junk/spam email boxes but I can check further once I have your contact info.

Thanks

Tom

On 05/02/2023 at 23:26, Krieghoff said:

I ordered mine over a week ago and i have heard NOTHING at all apart from an email confirming the order. Anyone know if there is a problem in despatching them ??

Hello, pop me an email to thomas.mackie@sciencemuseum.ac.uk and I will have the team check your order.

Thanks 

Tom

1 hour ago, bazil31 said:

Still waiting for my Koyli from Locomotion looks really nice model.

Bit worried now as had no email or dispatch confirmation but they are probably very busy dispatching locos and I have ordered late so will probably  be well down the list.

I saw  them at the Bristol show back in April and paid for it then and there had to write my details down just hope they have not gone astray.

Rang Locomotion yesterday and was told that someone would ring me back but no one did.

Not worried when it gets here just don't want to miss out.

Sent an email  off this morning so hopefully fingers crossed it will end up being sent to me.

 

Hey,

Pop me an email over to thomas.mackie@sciencemuseum.ac.uk and I get this looked into early next week. 
 

Thanks 

Tom

Hello,

Thank you for all the comments and as some people say we are a small team managing Locomotion Models with some vacancies still to fill one in marketing. We have added casual team members in to support very recently and they are getting up to speed which takes time. One will be Kitty who I think has replied to queries today as Stuart has been called away on an emergency. 
 

We do say allow up to 5 days for reply to queries due to the small team on site and if it goes over this please PM or email me direct and will sort it as a matter of urgency my email is thomas.mackie@sciencemuseum.ac.uk.

Cheers

Tom

1 minute ago, RozM said:

Many thanks Tom. I will email you.

No problem at all, just to confirm my email is thomas.mackie@sciencemuseum.ac.uk. 

2 minutes ago, RozM said:

Does anybody else have the same problems with Locomotion models?

 

They requested outstanding balance for my Deltic. Happy to pay it but payment wasn't going through for some reason. So tried calling them to pay over the phone. If you ring them it immediatley goes to some weird music. No message from them, no nothing. Have called the NRM helpdesk. Two very helpful ladies passed three messages to a guy called Stewart who works in the shop to call me back and conclude the transaction. Nobody has called. I've left an email via their 'contact us' on website. Nothing.. Not a dicky bird...

 

Are they normally this appallingly bad??  

Hi, I am sorry to hear this please can you email me direct at thomas.mackie@sciencemusuem.ac.uk and I will pick this up as a matter of urgency.

Cheers

Tom

21 hours ago, philg said:

Aaaannd….

 

They added £5.99 delivery charge to my balance. On top of the £5.99 delivery charge they already added to my deposit when I paid it. And didn’t actually tell me - I only noticed as my bank flagged the payment for an extra security check ….

 

Not good practice to add things secretly during payment

Hello, we identified an issue within our system where it has added postage for those who have already paid postage at deposit stage.
 

Please be rest assured this will be refunded in due course for anyone charged postage twice. 
 

Thanks 

Tom

20 hours ago, philg said:

Indeed. I sent a note to Loco option straight away

 

tbh, I was equally irritated about them not telling me they’d added a delivery charge until I was actually making the payment

 

The post here was more about making others aware

Hello, we identified an issue within our system where it has added postage for those who have already paid postage at deposit stage.
 

Please be rest assured this will be refunded in due course for anyone charged postage twice. 
 

Thanks 

Tom
 

Hello, apologies that people are still having issues getting payments through we are working with our developer and payment provide to navigate through the issues since the payment updates at the weekend. 
 

All of the team are at Ally Pally setting up for the model show this weekend please email us at queries-locomotionmodels@locomotion.org.uk and pick up orders and contact to take payment over the phone. 
 

Cheers

Tom

Hi All,

Thank you for flagging this and we will have a look into this asap with our developers on the payment system and also issues some have encountered with the redirect to the new site.

Thanks 

Tom

Hello, thanks for the comments our old website never had a login facility available. Please rest assured that we have all pre order details for all customers and will contact them in due course when models become available.

Thanks

Tom

Thanks both @Edwardian & @PeterH i have asked Stuart to contact you @Edwardian around exchange. 
 

I am sorry this has happened with your models we will review the packaging before shipping your replacements. 

40 minutes ago, Edwardian said:

Sometimes you get unlucky.

 

Sometimes you pay a feckton of money, wait patiently for months, then......

 

 

This is my long-awaited Hardwicke once carefully unpacked. 

 

There is a warning label on the clear plastic sleeve saying that the locomotive and tender are linked, so should be lifted together from the cradle. They in fact came as you see them, unconnected.

 

The dome, cab and buffer I could fix, but I do not see how I could re-attach the broken front guard iron and the missing safety valves are nowhere to be seen.

 

I shall have to contact Locomotion first thing and hope they have some spares.

 

 

 

Good Evening, I am sorry to see this has happened and we will replace it, could I ask if the outer box was damaged in any way along the the box the locomotive was in? 
 

I am interested to see if this was caused by courier? 
 

We can organise collection of the damaged one and reship and replacement but will of course check it before shipping. 
 

Thanks 

Tom

17 hours ago, 60800 said:

Has anyone else received an order confirmation email?

 

I'm having trouble contacting Locomotion Models. 

 

Cheers,

  60800

If you can PM me your details I can check this for you. On occasions order confirmation sometimes do go into spam/junk folders. 

5 hours ago, adb968008 said:

Still waiting for my Locomotion 9400... 

Hey, could you DM me your contact details and I will look into the delivery for you. 

Cheers

Tom 

For those of us who only speak English, rather than waffling on in latterly invented management BS, is a "fulfilment provider" the same thing that can be described perfectly plainly as a delivery firm?

 

 

My questioning of the true knowledge of the whereabouts of all of these models appears to have been well justified.......

The true whereabouts of all models is known as they all went out with a tracking number, to recollect any over delivered models a new tracking & collection needs to be generated and booked with everyone who has been over delivered.

This has been handled by YDL/APC and where they have been unable to get in contact with customers have asked us to support.

Could I check if you ordered & received a Stirling Single and had more delivered by mistake and if they have been collected.

Cheers

Tom

Sorry Tom, this is not true. I still have an extra model. My dad even tried to take it to the local APC depot today in line with emails with Tom Clarke (who I contacted per your request on this thread) - they refused it.

 

I am close to giving up, and maybe you have written it off?

 

I’ve only had good experience with Locomotion before, until this.

I am sorry to hear of this experience and isn't acceptable from APC, please rest assured I will contact Tom Clarke tomorrow on this matter.

We haven't written it off or given up please be rest assured.

If you can email or PM me your order address and contact number I will get this looked at tomorrow.

Cheers

Tom

If only I had impersonated the courier sent to collect, and issued some sort of plausible-looking receipt!

 

Does anybody actually know where all the models are, with any degree of reliability? Will they ever know?

Yes we know where all stock is, and have a full stock record of all models delivered & collected.

All incorrectly delivered models are now collected so I have ask our fulfilment provider why they have contacted people.  

If anyone is still awaiting collection please PM and I will investigate straight away and records show all miss delivered have been collected.

Cheers

Tom

Oh, it just keeps on giving.  Phone call today to arrange pickup for the two extra models delivered in error.....

 

... which they collected a week last Friday.

Hi,

I am sorry you have been contacted when collection has been made already, I will pick this up with our fulfilment company, if you wouldn't mind PM your contact details.

Cheers

Tom

I pre-ordered one because of my love of Pre-Grouping Steam and I have been trying to pay for the additional charge of £50 for the model ready to be shipped. How can I get around it? I ordered the model on the website (DCC-Ready with no sound as my layout is AC and hand-operated which is a tradition some modellers like myself have).

Please PM for details and I will have the team look into it and contact you which maybe early next week, it looks like you may have ordered after the cut off date

Thanks for the update. Will be keeping an eye-out for the parcel ,man tomorrow if this is the case. Take it will be first class post?

If you let me know your details in a PM I will check the tracking and send it over?