Paul-347773

Ok, so an update from Hornby today... The latest is that it can take 28 days to deliver the membership pack... to which I pointed out we are well beyond 28 days... to which Hornby replied that it could be a problem with the Royal Mail.

Well I finally got a dead-end response from Hornby on 20th informing me they are looking into it, and will get back to me as 'soon as possible'. My first impression of purchasing membership of the Hornby Collectors' Club has been very poor indeed. Hornby are painfully slow to respond, play pass the customer around on the phone, don't respond to voicemails, don't call back, and take weeks to answer email enquiries with a response that does not identify the problem, or resolution, or timescale... and isn't even signed off by a named individual. I'll give it another week then I'm calling this in through my credit card company.

Aside from the automated email confirming my order moments after I paid online, I have received nothing more.

I did indeed buy membership through the store, received a confirmation email of payment (and the order number) moments later. Nothing shows up in my account, I have received no further communication, nothing in the post, and no reply to the voicemail I left yesterday morning with the person who runs the Club.

As suggested, I called Customer Services yesterday morning, explained the situation, was to the voicemail of the person who runs the Club, left a message explaining the situation and asked for a call back (left my mobile number).... no follow up.

Thanks I will give Customer Support a call. No, there is no entry in My Orders for the Hornby Collectors' Club membership.

Ladies and Gentlemen, I subscribed as a new Hornby Collectors' Club member on 9th February and have yet to receive any further information from Hornby beyond the automated email acknowledging payment. I have emailed Hornby customer services to ask when my membership will be activated and received no response after 5 days. Nothing in my Hornby Account indicates that I am a member of the Collectors' Club, or that my membership is pending. Meanwhile my credit card shows Hornby has processed payment, and my contact details are complete and correct in my account profile. As a first time member who has no prior experience of Hornby Collectors' Club membership this is far from a welcoming experience, is this normal? Paul.