stuclark Posted May 5, 2021 Share Posted May 5, 2021 Hattons took it upon themselves to cancel my Hornby APT pre-order today - they didn't bother phoning or sending me a personal email; I just got a generic one with no detail at all! So I phoned them - the first time they said "oh yeah, we've cancelled it because we didn't get the stock allocation we wanted"; then *went to check something* and hung up! The second phone call, I got someone else who sounded like he couldn't care less. Didn't offer any further explanation - said "no, you'll never be able to order it from us" and was absolutely un-interested in the appalling customer service! My pre-order was made with Hattons the day the model became available for pre-order in 2020 - it certainly wasn't "out of stock for pre-order" when I ordered it; and I didn't place an order directly with Hornby because I trusted Hattons. Turns out that was a mistake! I've now re-ordered directly with Hornby, but I'm now at the back of the queue, and who knows - I may never now receive the model - all because Hattons cocked up! 1 Link to post Share on other sites More sharing options...
Clagsniffer Posted May 5, 2021 Share Posted May 5, 2021 You obviously haven’t read this thread……… https://www.rmweb.co.uk/community/index.php?/topic/162181-preorder-email/ Link to post Share on other sites More sharing options...
Free At Last Posted May 5, 2021 Share Posted May 5, 2021 9 minutes ago, stuclark said: I've now re-ordered directly with Hornby, Exactly what Hornby want you to do. 6 Link to post Share on other sites More sharing options...
stuclark Posted May 5, 2021 Author Share Posted May 5, 2021 I hadn't read the other post about Hattons cancelling pre-orders; but I note on that thread that Hattons were actually explaining the situation and offering appologies. They didn't do that to me; so I still stand by their CS being less than acceptable. As to whether we should have to order directly from Hornby - that's a different argument that *almost* isn't relevent here - it is how the retailer deals with issues which is the subject I posted about... Link to post Share on other sites More sharing options...
Moderators AY Mod Posted May 5, 2021 Moderators Share Posted May 5, 2021 26 minutes ago, stuclark said: all because Hattons cocked up! That's not necessarily the case but it suits your narrative. Once again; RMweb is not Trip Advisor. 3 3 2 1 Link to post Share on other sites More sharing options...
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