Hornby Reviews

R60028 van not as described

Bought a Hornby R60028 vent van last week though not from Hornby When it arrived it was different to the picture on the supplier and Hornby websites it had running no B777345 no white markings on the side I took this up with Hornby and they said that the image was of an earlier product which was later changed by the design team Since they didn t chage the image on their website I sent in a review pointing this out The review was very quickly removed The image on their website still hasn t been changed to the correct one They obviously have total contempt for their customers

Got a Hornby super detail 31 it s dog poo

Got a Hornby super detail 31 It s absolutely garbage Runs like poo and constantly derails in areas that other locos have no problems on Terrible quality Makes me want to throw it at my wall It s probably only a matter of time before the mazark rot arrives aswell I d be better off putting it on a Lima chassis If lima chassis are well serviced they run well and will haul mountains No wonder this company is making a loss with terrible models like this bieng produced Buy Bachmann Vi Trains Heljan Diesels and Lima guys Don t buy theese overpriced toys

Truly atrocious customer service

Truly atrocious customer service Promised goods would be delivered by end of last week when I enquired where they were as expected not delivered Called Monday supervisor said they would call back by 15 00 didn t Called again today to request to talk to a manager not called back but apparently all gone home Yes the product has finally been delivered and is of its usual high standard but just looks like they are paying lip service and holding out till I get the goods and hope I go away No response to email Given the number of items I buy strange behaviour I m hoping this is just a blip Could quite happily give up the hobby as a result

Do not pay for express delivery

Do not pay for express delivery It is a con I paid for this service as it was a birthday present Their interpretation of express delivery is 6 days - while standard delivery is apparently 5 days According Hornby s response it takes them 2 days to process the order before initiating the delivery

Customer Service - Lack of payment channel for overseas customers

I have recently purchased a second hand Hornby DCC select controller and I wish you send it to Hornby for firmware upgrade before shipping it to Hong Kong I ve made an enquiry in advance and the CS team replied that I have to send the controller to their UK service center the upgrade cost was 15 I then proceed with the purchase and send the unit to Hornby The upgrade time was terrible and took close to 2 months I was only informed about its completion when I send an email asking about the progress I then wishes to settle the fee by credit card with online payment only then I was informed that online payment is not available and the only menthod is by card over phone transaction I find the lack of payment channel for customer service absurd They have online payment facilities for their online shop so not having online payment options for customer service seemed a bit unusual It is also Hornby s responsibility to warn customer about their lack of payment channels especially for those from overseas Their lack of communication in this area resulted in my unit being stuck at their center If overseas customer requires service to their Hornby product this also means it is impossible for them to pay for any service at all While I have been actively looking for solutions in my previous emails they provided no alternatives and insisted there is only one way to pay This clearly shows the Hornby s poor competence in effective customer communication poor efficiency in the service and their uncaring customer service While Hornby aims to sell the product globally through their website my poor experience with theit customer service team clearly demonstrates the lack of commitment for Hornby to support its own products internationally I am very disappointed by this experience as this shows Hornby s poor competence in effective customer communication poor efficiency in their service and their uncaring attitude towards their customers I would avoid Hornby products in the future

Awful Customer Service

I bought a Hornby train set which I received in 7th June 2024 The loco was faulty so after speaking with customer services I returned it after only 3 days of owning it It is now the 26th June Hornby still have my faulty loco My last enquiry was a week ago I was told the loco was still in a queue waiting to be looked at At no point has anyone from Hornby offered me any update I have to keep contacting them to find out what is going on I made the point that given the item was faulty on arrival Hornby should replace it with with a new one This was ignored I have to say my venture into the model railway hobby has not been a great experience I have a track laid out with no loco However what upsets me more is the total indifference of Hornby staff They simply do not care I will build my railway eventually but I will try and avoid Hornby products in future

Hornby are they are overpriced

Hornby are they are overpriced Chinese rubbish and don t buy them simply buy old Triang Wrenn or British made Meccano or Trix Ttr as wasting money on this garbage simply isn t worth it m

For a company having to raise their

For a company having to raise their prices as they lose money they do not improve customer service Marking an order dispatched then 3 working days later the order still being in the warehouse when I paid express is disgraceful No apology just a written excuse when it s still in the warehouse despite marked as dispatched

Hornby managed to lose my order in Dreadfully

Hornby managed to lose my order in their warehouse told monday it had been dispatched come friday nothing delivery company still waiting for it I phone Hornby get told my order will be looked into I will get call that afternoon nothing Same thing happened the following monday rang them again on the tuesday told thay were just organising a replacment I will recieve I will recieve in 3 to 4 days meaning I will have waited 2 weeks However that afternoon I got an email telling me the item I had ordered was out of stock I was being issued a refund I have got a very disappointed Grandson