No response from customer care

[AUSLNER]

Hi there,

I ordered a few locomotives back on the 3/1/2016 but they have never arrived. 😢

I have been regularly sending emails to customer care and sales to try and resolve the issue because it has been 3 months! 

Everytime i get an automated reply and that is it! They say i will get a reply so i wait, hear nothing and send another email (going through the same process again and again).

Fellow members: Is anyone experiencing this same problem?

Administrator: If you could please follow up on this for me that would be greatly appreciated because i am very frustrated at the lack of communication and i am questioning whether I should order from Hornby again (including cancelling pre-orders).

[96RAF]

@Auslner

Although opening the contact customer care link gets you to a form to submit page, there is also on that page their direct email address, just in case the form is not working, although you did say you had an automated response. 

customercare@hornbyhobbies.com

 

May be worth contacting them from that as well.

[Yelrow]

Hi, i would email for the Personal Attention, of Mark Lodge, Customer Services Manager.  Hornby must receive many , many emails, and have only limited resources, as have many other companies. By personalising it, i have found, it does reach mark. Obviously, your location, precludes a telephone call. john

[NormanQ4]

Obviously, your location, precludes a telephone call. john

 

We're not living in olden times John, I think you need to get up to date with today's costs of communication.

I phoned Mark last week from Aus. and I didn't have to re-mortgage the house.

I don't have the bill for that call yet, but a call to CC the week before cost me $1.65 (89p).

I'm actually going to call him again shortly.

I'd encourage anyone from Aus. not to be intimidated by the cost of a phone call since if you ask to speak to Mark he is invariably occupied on something else and calls you back without much delay and even less cost.

[Yelrow]

Norman, i am Fully up to date with telephone costs, having a son in the US, plus regularly phone Australia. We are, however all on our own set budgets, and i certainly would not presume to spend other peoples money by recommending, trunk calls. If you wish to do so, feel free. I was offering a cost free option. john

[NormanQ4]

I don't mean to be rude John but surely you would have to agree that 89p is almost a cost free option and as I said in my last sentence get a call back because it costs you less than that which is almost nothing.

Too many people are put off by perceived exorbitant costs to phone Hornby that don't actually exist.

I'm more than happy to recommend that people follow my advice and get that instant peace of mind instead of being in the position of the OP for over 3 months.

The OP said that he had ordered a few locos so I think am safe in assuming that his budget could stretch to 89p.

[Huwsie]

Download Skype - I use it to call worldwide for literally a few pence per minute. 

[Metfish]

Wow, I thought that perhaps the slow or no response from Hornby customer care might be the result of Covid, but reading other posts on here I see them dating back to 2016! Someone from a 2016 post reported that all they got in response to an email to customer service was a standard form response. Well fast forward to 2020, and that is all that I get. 

I received a shipment from Hornby containing two Corgi diecast models, cost of approximately $400. The two models were literally put into a gigantic box, with all sorts of room for movement inside the box. They tossed in TWO sheets of paper that were apparently the "packing material." Neither item was wrapped in bubble wrap, styrofoam was not used, not even packing peanuts. Needless to say, when I receiv the shipment the box looked like it was kicked the entire way from Hornby to me. Normally a well packed shipment could withstand some harsh treatment from UPS, but because there was literally no effort to safely wrap the two models and pack the box correctly, both were damaged.

 

I have been sending email after email to Hornby and all I get is a standard form response (which was dated from June of 2020, two months ago. I have also left voice mail messages on several of the customer care numbers. Not a peep from anybody at horn. I have now taken to social media to see if anybody else has experienced this level of service. Sadly, most responses are that they had and that they had just a hard time trying to get in touch with someone when they needed help. This is completely intolerable. 

[Mattc6911]

Same issue with non delivery of an Item by DPD, Contacted DPD who said they would look into but to also contact hornby. Did so using the cantact customer services link and eventually got a generic reply from a customer service representative after 6+ days ( yes I know they are incredibly busy) stating they were really busy and suggesting I email again including certain details, all of which were contained in the FIRST contact. I replied to this individual including the details again but have since heard nothing. It was only a small item ordered from the centenary range and no biggy that it was delivered to the wrong address ( no idea where it has gone) but no return contact regarding this from either DPD or Hornby is a bit disappointing and definately puts me off making any furthur purchases