Very happy with selection and in store assistance. Bryan is extremely helpful answering questions and not trying to up sell me. I also like the website and online ordering and the additional discounts online. I do not mind paying a higher rate at the store because of the helpful advice received. When I know exactly what I want, in order online.
I've read the reviews and decided to take a chance. Mistake! They sent me a partial order and I've exchanged numerous emails and left numerous voicemails to try and resolve. Can't get ahold of a live person on the phone. Their support webpage is broken -- browser times out. Emails are returned days later and you only get 1 a day even if they ask followup questions so it takes many days to finally get to a mutual understanding. I finally gave up and ended up buying the missing items directly at Hobbytown. Now pursuing a refund which they said they would put thru their system. 10 days later, still seeking the refund. I guess I'll turn this over to the Paypal and let them chase them. Horrible, horrible customer service. The worst I've seen from a US-based online retail company.
Used to be a great shop with super service and great inventory. However, in recent years, its inventory has gotten old with few new items. Website also is getting few updates and still does not have many pictures. A good place to visit for an occasional old item but not the super all-around store it used to be. Unfortunately, the service is also starting to show their frustration on customers.
Purchased a Lionel transformer on their Dash auction website with the buy it now option. The transformer arrived broken and missing parts. They rated the item as excellent but it should not even have been rated "good". I contacted them and they said they would send me a return mailing label but after 1 week it never came. After several e-mails and phone calls I gave up and just filed a claim with Paypal. After reading some other reviews around the net it seems this is their normal operating procedure. The item was also not the one in the picture.
I have purchased many items from Trainz, both on eBay and DASH auctions. Items are always packed well and shipped by FedEx and they offer combined shipping on multiple items. I had an issue where one item was missed from a shipment and they quickly found it and shipped separately. Would not hesitate to buy from them again.
Horrible Customer Service. Would NEVER do business with them again. The DO NOT SHIP items. BUYER BEWARE.
Terrible company. Bought a pair of O22 switches off their ebay store and neither works. I started a refund process through ebay and can't believe how poorly they have handled it. I do not recommend doing any business with this company.
Terrible stocking practices, at least as regards their non-eBay inventory. Two years ago I placed an order for a G-Scale LGB passenger car, and it took well over a week for them to inform me that the item was out of stock and to issue a refund. A couple of weeks ago I bought a set of replacement track ties for my G-Scale LGB track. They ended up shipping only one tie, and they eventually issued me a refund several weeks later for the remaining pieces that they could not ship. (Initially they said they would back order the item and ship it to me).
I went into the store today and paid the cashier her name was Kim and as I was exiting the store she called me back to tell me that I had an extra ten dollar bill with the money I had paid her with...After she called for help they counted the cash drawer sure enough it was ten dollars over...All I can say is that every employer needs honest workers like Kim..So a big thanks out to Kim at the Buford Hobby Lobby your the best and I hope your store manager reads this and realizes just how lucky he/she is to have you on their team...
Great selection for the train mode list, helpful staff. Personally I like the "used selections" that the store carries at great prices. I always find something I need or want.