montyp Posted March 7, 2016 Share Posted March 7, 2016 Is anyone else having problems with delivery of orders? I placed quite a large order back in November and have not received it yet. There was a second order placed at the beginning of January - also missing. Emails and complaints to customer service have largely gone unanswered and even the Service Manager who did reply at one stage and promised to resubmit the order has not replied to my previous 3 emails asking for futher information as the goods have still not arrived almost 4 weeks after the order was resubmitted. I think this is pathetic service from a company like Hornby. I for one will not be placing futher orders or renewing my Collector membership after being messed around so much. The best I can hope for is a refund of my money and even that is unlikely.PISSED OFF Link to comment Share on other sites More sharing options...
The Captain90 Posted March 7, 2016 Share Posted March 7, 2016 I share your frustration with the lack of response from Hornby. Mine is not a delivery problem but a timely reply to an email.I see that Admin have chipped in and will chase up the matter because apparently there was swearing on the forum. Unfortunately Admin have not chipped in to my issues raised on this Fprum but at least I know what to do next time I raise in the Forum a lack of response from Hornby - swear and Admin will take the matter up for you. Hey, not a grown up thing to do but if it gets the desired response ............. Admin could you please get Customer Service to have the courtesy of replying to my email sent 8 Jamuary 2016 titled "Hornby Flying Scotsman with TTS Sound". Although I have rectified the problem elsewhere (who replied to my email to them within 48 hours) I would still like the guidance from Hornby - the manufacturer of the faulty item. Link to comment Share on other sites More sharing options...
VESPA Posted March 7, 2016 Share Posted March 7, 2016 Firstly Adam, thank you for all your efforts with my order woes in the past. Secondly get the management to stop direct selling. Deal with dealers direct and allow small orders from them at any time. This will give customer services time to answer emails which are just as important as stupid Twitter and Facebook rubbish. Someone at Hornby needs to get a grip before Barclays Bank gets it's grip on the company. That is part of my reply I was logged out of last time. I am being nice here and just getting rid of a CEO is not the answer as the company is losing its way dramatically over the past 2 years and will not survive unless someone gets to grips with it properley. Link to comment Share on other sites More sharing options...
walkingthedog Posted March 7, 2016 Share Posted March 7, 2016 Vespa I do so agree with you about direct selling. I believe that Hornby should only sell spare parts and should concentrate on building up a large number of them from loco bodies to motors. Link to comment Share on other sites More sharing options...
poliss Posted March 7, 2016 Share Posted March 7, 2016 I have no problem with direct selling. I'm not a charity for small model shops. If you want to start such a charity, go ahead. Link to comment Share on other sites More sharing options...
96RAF Posted March 7, 2016 Share Posted March 7, 2016 That spare parts philosophy sounds like a good solid business idea to me WTD and Vespa. It would allow the dealers to get on with what they are good at - selling stuff and Hornby could concentrate on advertising their kit on the web in support of the dealers and to inform customers of what is/will be available and also providing rapid and comprehensive on-line support services, by way of screen chat, email, telephone and if anyone uses it these days the postie. Dealers could order up out of stock items and be confident Hornby could provide them within a reasonable timeframe. It may be to achieve this separate parts manufacturers would have to be sourced, away from the model assembly plants. Link to comment Share on other sites More sharing options...
Jimbo1707820979 Posted March 7, 2016 Share Posted March 7, 2016 Just had a nice experience with Hornby. I sent a Devon Belle Observation Car for repair of the non-working lights (severed, virtually inaccessible wire). They have done it perfectly and not charge me a penny. Thanks, Hornby ! 😆 Link to comment Share on other sites More sharing options...
walkingthedog Posted March 7, 2016 Share Posted March 7, 2016 I have no problem with direct selling. I'm not a charity for small model shops. If you want to start such a charity, go ahead.What in heavens name are you waffling about poliss. I don't support small model shops I buy from big ones. Link to comment Share on other sites More sharing options...
poliss Posted March 7, 2016 Share Posted March 7, 2016 Same difference. I don't see any problem whatsoever buying direct from the manufacturer.The seperate parts manufacturer is a no go. Far too expensive to run. Link to comment Share on other sites More sharing options...
montyp Posted March 7, 2016 Author Share Posted March 7, 2016 My apologies for the comment at the end although I don't consider what I said as swearing - there were much harsher words I could have used to express my frustration which is at an all time high. The biggest problem for me is the lack of communication. The first couple of emails were lodged as enquiries but after no response I started lodging complaints which were still to take weeks to be replied to if at all.As it stands, I did receive a response from the Customer Care team this morning saying the second delivery was rejected by customs and was being returned to the UK. I have never had a problem in the past with deliveries, most being received within 10 days. Customs would surely still allow the parcel to go through after inspection and at worst send me a bill for duty on goods that may have been for resale which they weren't.I am at a loss as to what to do now Link to comment Share on other sites More sharing options...
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