Went there to buy water color paint for white washing a picture frame. I had to ask the location and the girl ask what I needed it for... I thought that it was an odd response and told her, instead of showing me she wanted to argue with me on how I was doing it wrong and was rude! After asking again and her still huffing, I turned and left the store. I hope this is not how you treat all your new customers!?
FROM THE OWNER OF BLUE RIDGE HOBBIES:First of all, we pride ourselves in our customer service and we are never rude and nasty. Mr. Arthur DeVoe just does not understand the situation and feels he has been somehow treated poorly. In fact, the problem he has encountered is related to the manufacturer, not BRH. Currently the model railroad hobby is experiencing product shortages. Especially Atlas Track. In some instances we have been waiting over one year for track, which is what Mr. DeVoe had ordered. Mr. DeVoe understood this when he placed his on line order. The statement that the track from Atlas never came in is due to the misinformation on product availability dates given by Atlas. This is not the fault of Blue Ridge Hobbies. It is the problems related to ongoing production issues with most of the model railroad manufacturers and their China facilities. We have a high volume of sales and turn our stock over very quickly. We keep a low threshold of product in our retail store location so that we can keep prices very very low. I understand Mr. DeVoe's wish for the product to have been immediately available, but the fact is the online orders are filled in a first come first served basis. Unfortunately, Mr. DeVoe's order could not be completed because of the lack of fill rate from Atlas, not a problem with Blue Ridge Hobbies. Over the last two years we have been advising our customers of the situation with the model railroad hobby in general. Mr. DeVoe has received these emails. OUR LOCATION has not changed twice in the last year. We have moved just across the street of our 2400 location to 2327 in September 2012. This was done because of lease had run out at the 2400 location. This location was 2000 square feet and we needed more space for our shipping department and to help facilitate the Miniature World of Trains (MWOT) project which needed additional space. I am the Chairman of MWOT a 501c3 Non Profit. Both businesses moved into 2400 square feet on a month to month bases while the MWOT project attempted to locate into its new home. BRH will be moving into this location as well in the near future. BRH is in the process in reducing its remaining in store stock of older merchandise in anticipation of this move. The bottom line here is that our business is growing and we are adjusting how we operate both or retail store and our on line business due to the product shortages and delays on releases. While others are closing, we are in the process of growing our business. While the current retail location is not BRH at its best due to the impending location change and the reality of how the current state of the model railroad is effecting not only BRH but hobby stores world wide. Regarding Mr. Devoe's comment about sending BRH money. We only charge you for merchandise that is shipped to you. Pre payment is not required, thus you are sending BRH any money! As far as calling. Because of the lack of product availability and my duties of as Chairman of MWOT, the retail store is currently open three days a week. The other days I am working on MWOT fundraising. However, we do monitor emails and phone messages 7 days a week / 18 hours a day! We are here to give you the best service that you can rely on. Our continued growth by word of mouth is a testament to our excellent customer service. As long as there is product to sell, we will be here to serve the model railroad hobbyist! Frank RubyOwner - Blue Ridge Hobbies
They used to be a great place but man, have they gone downhill. The reps are rude and nasty on the phone and just try to string you along, saying things like your items will be in stock next week etc. I have been waiting for an order for almost a year and they keep saying the stuff is coming but it never does. I cancelled my order and reordered from a different seller, and funny they had everything in stock. Lastly let me state that these people have moved twice in the last year, makes me nervous about sending them money, as they may not be there when you call.