N Gauge Forum

Modelling Shops => Shops - Online => Topic started by: nobby on August 13, 2016, 03:45:31 am

Title: osborns models
Post by: nobby on August 13, 2016, 03:45:31 am
anybody had problems getting stuff from osborns models , have ordered a schools class from them along with several other items, and have tried 3 times to get them to charge my credit card and post the items but they keep coming up with reasons not to send or will call me back , this has been going on for 2 weeks now , have been told twice that items have been posted yet no charge on my credit card  , I am at a loss and don't understand is it me maybe I should just wait till Tings to speak to someone , very strange 
Title: Re: osborns models
Post by: Mirrlees on August 14, 2016, 02:55:18 am
Never had a problem with them.
Title: Re: osborns models
Post by: JayM481 on August 14, 2016, 04:53:15 am
Only dealt with them once, but had no issues whatsoever. Reasonable email communications reinforced by a phone call. I'll be happy to deal with them again.
Title: Re: osborns models
Post by: Caz on August 14, 2016, 04:06:03 pm
anybody had problems getting stuff from osborns models , have ordered a schools class from them along with several other items, and have tried 3 times to get them to charge my credit card and post the items but they keep coming up with reasons not to send or will call me back , this has been going on for 2 weeks now , have been told twice that items have been posted yet no charge on my credit card  , I am at a loss and don't understand is it me maybe I should just wait till Tings to speak to someone , very strange


@MKP (http://www.ngaugeforum.co.uk/SMFN/index.php?action=profile;u=3208)
Title: Re: osborns models
Post by: JRS747 on August 14, 2016, 05:59:58 pm
I bought their Hinderton Hall, the wrong (cheaper) one sent and it was faulty. It took nearly 3 months to get it replaced, numerous emails from 2 different addresses apparently not received. On the phone I was told repeatedly that a replacement was being sent (3 times) but nothing was delivered. They weren't bothered that three had gone missing (were they sent or not?). The fourth time they sent it Special Delivery and I got it. No return label (promised) so I still have the faulty one. Not very satisfactory.   :hmmm:

John
Title: Re: osborns models
Post by: PaulCheffus on August 14, 2016, 07:32:40 pm
Hi

Nothing changes
http://www.ngaugeforum.co.uk/SMFN/index.php?topic=9167.0 (http://www.ngaugeforum.co.uk/SMFN/index.php?topic=9167.0)

Cheers

Paul
Title: Re: osborns models
Post by: MKP on August 15, 2016, 09:43:00 am
anybody had problems getting stuff from osborns models , have ordered a schools class from them along with several other items, and have tried 3 times to get them to charge my credit card and post the items but they keep coming up with reasons not to send or will call me back , this has been going on for 2 weeks now , have been told twice that items have been posted yet no charge on my credit card  , I am at a loss and don't understand is it me maybe I should just wait till Tings to speak to someone , very strange

Hi Nobby,

I have sent a couple of private messages, but the one I had back was blank, if you could let me know our name I can look into for you.
Title: Re: osborns models
Post by: baschurch-mike on August 15, 2016, 11:28:14 am
I have just received the new Standard Class 4 tank from Osbourns. I did ask them to run it for me but as there is piece of paper in the valvegear I somehow doubt it happened.

Osborns work hard to try to keep folks happy. We are a small community and good news travels fast, bad news even faster! They know that. I suspect/hope these are isolated incidents in a large number of purchases.

Mike Beard

Title: Re: osborns models
Post by: nobby on August 20, 2016, 06:44:31 am
hi everyone

items arrived on Wednesday and all is good , loco tested fine so no problems , my only concern is that I was told that items were sent 24 hour post which was clearly not the case on Thursday when I rang up again , items were sent the following Tuesday 24 hr, as I will need other items in the future so maybe this was a one off , and I will give the benefit of doubt as this was my first order with them, just pleased I can add the loco to my fleet.
Title: Re: osborns models
Post by: ToothFairy on November 09, 2016, 07:33:06 am
I've mentioned previously that I've switched to Osborns since a large outfit in the north let me down over what I thought was a fairly trivial issue. Latest experience with Osborns arose from the fact that an order some months ago included two of each of several items; just one of those items was only supplied once. I was satisfied from the start that it was an accidental omission, but it was an item in short supply (which is possibly why it was omitted in the first place). Osborns never raised any difficulties, but it did take a while to source another one. That has finally arrived.

In short, while I might complain about the initial problem (which could have happened with any supplier), Osborns have dealt with it honestly and fairly. I remain very happy with the shop and the people.

- Michael
Title: Re: osborns models
Post by: Webbo on November 09, 2016, 08:27:55 am
Never had any real issues with Osborns. Email communications can be spotty, but the phone works very well. I have found them to be courteous and the few miscommunications/ misunderstandings that have occurred over the years have all been well sorted with a chat. They have the best website and are my favourite supplier.

Webbo
Title: Re: osborns models
Post by: kbreck on December 09, 2016, 10:53:58 pm
Just received my first and probably last order from them.  Several emails concerning transit times to US, never answered.  Looked thru order, one coach was substituted for another number and one ballast wagon was missing two wheels.  I don't mind the sub, same coach, different number but how about extending the courtesy of informing me that your changing my order.  Not good service after the sale IMHO.
Title: Re: osborns models
Post by: MKP on December 09, 2016, 11:09:58 pm
hi Kbreck

Please accept my apologies if you have had any problems with your order

Can you let me know what your surname is and I can check this for you
Title: Re: osborns models
Post by: kbreck on December 09, 2016, 11:14:58 pm
hi Kbreck

Please accept my apologies if you have had any problems with your order

Can you let me know what your surname is and I can check this for you


MKP, order 27950/261116/75  the name is under my wife, it was her paypal account
Title: Re: osborns models
Post by: MKP on December 09, 2016, 11:36:43 pm
Hi kbreck

Thank you for the info. It looks like it is one of the Dapol ballast wagons. Please accept our apologies if this is missing wheels. We do not normally check wagons for missing wheels. I will get some replacement ones sent off for you
Title: Re: osborns models
Post by: DELETED on December 09, 2016, 11:45:49 pm
Am not so sure about Osbornes:

1. Stock does not always reflect availability on-line
2.Why when click on images on the site does it sometimes bring up smaller images than the original postage stamp pic?
3. Why if I click on an item available with a bigger pic does it switch back to a postage stamp sized pic after 10s and I cant decide whether to order or not because I can't see what to buy????
Title: Re: osborns models
Post by: MKP on December 09, 2016, 11:48:12 pm
I think the website for them is terrible

Hi RST,

Very sorry that you think this, are you viewing the site on a phone or computer?
Title: Re: osborns models
Post by: D1042 Western Princess on December 10, 2016, 01:38:26 pm
"Our friends in the North", never a problem.
Osborns - once when I ordered a book which was out of stock; they said they'd let me know when it came in - they never did. Annoying, but not a disaster.
But the shop I have had a (fairly) serious problem with is KMRC.
I ordered a "special offer" N Gauge (why would it be anything else?) CCT and an OO one turned up.
I rang them to explain the mistake and they asked me to return it, which I did. They never sent the N version, even though it had been paid for nor was there any offer of a refund. Nor was any kind of apology offered.
Needless to say mail order from Cornwall no longer happens.
Title: Re: osborns models
Post by: daffy on December 10, 2016, 02:26:57 pm
I'm having no difficulties with the Osborns website, with all images etc loading and holding okay on my iPad.

@MKP (http://www.ngaugeforum.co.uk/SMFN/index.php?action=profile;u=3208) is the proprietor @RST (http://www.ngaugeforum.co.uk/SMFN/index.php?action=profile;u=4208)  so I'm sure contacting him by message, or the old dog and bone, will help with stock and order queries.
Title: Re: osborns models
Post by: marco neri on December 10, 2016, 03:55:28 pm
Hi
I'm still waiting order 24055/281215/86 of 28/12/2015.....paid through credit card but never received carriage........the only one with UK of 200 shipments from Albion

Greetings.

Marco
Title: Re: osborns models
Post by: kbreck on December 10, 2016, 04:29:00 pm
Hi kbreck

Thank you for the info. It looks like it is one of the Dapol ballast wagons. Please accept our apologies if this is missing wheels. We do not normally check wagons for missing wheels. I will get some replacement ones sent off for you

Thank you MKP.  I appreciate you doing that for me.
Title: Re: osborns models
Post by: Bob Tidbury on December 10, 2016, 06:57:45 pm
Just to Ballance things up When Kernow were doing the Devon Belle 153 my one had no lights at all ,I returned it and received a replacement which I know was another new one and low and behold lights on one end only so back it went the third one arrived and all but burst into flames it got so hot all thought to be fair the lights did work in both directions on ringing Kernow they said no problem return it again ,this time I asked if they would mind running it and testing it thoroughly so they ran it in the shop for a day one way in the morning and the other way in the afternoon and I received it Saturday morning all this in a week with a credit note to cover postage , this one is still going strong .
And I've never had any Problems at all from things I have purchased from Osborn's so it's just unfortunate that sometimes thing do go wrong with people's orders .
Bob
Title: Re: osborns models
Post by: JayM481 on December 11, 2016, 05:22:08 am
I've found email response is not 100%, but had no problems dealing with them by phone.
Title: Re: osborns models
Post by: kbreck on January 10, 2017, 05:59:11 pm
Hi kbreck

Thank you for the info. It looks like it is one of the Dapol ballast wagons. Please accept our apologies if this is missing wheels. We do not normally check wagons for missing wheels. I will get some replacement ones sent off for you


any news on the replacement wheels?
Title: Re: osborns models
Post by: MKP on January 10, 2017, 06:09:16 pm
Hi Kbreck

Already in the post for you
Title: Re: osborns models
Post by: kbreck on January 10, 2017, 06:18:17 pm
 :thankyousign:
Title: Re: osborns models
Post by: appleby60 on January 31, 2017, 01:58:52 pm
I don't understand what is going on with this shop at all.  I placed an order through the website 8th December and Outlook advised me that the automated reply had failed their fraud detection checks.  I phoned a week later to check if everything was in stock as their website is not always up to date - they said they would phone back but didn't.  I phoned again on the 20th December and sure enough one of the locos was unavailable.  They then charged my card the amended amount on 23rd December - but I am still waiting for the goods.  I emailed them 9th January and got no reply and then phoned 12th January.  They told me the package was probably stuck in a sorting office and they would check with the Post Office and get back to me.  They never phoned me - I have now lost patience and sent them a letter 24th January reminding them of my rights under the Consumer Rights Act 2015 and giving them a deadline of 14th February to supply the goods.  This was signed for on 25th January - but they have still not come back to me with any update on delivery.  I won't be using them again. If I have to take them to court I'll let you know.
Title: Re: osborns models
Post by: MKP on January 31, 2017, 11:50:25 pm
Hi Mr Appleby,

I have sent you a PM, Royal mail has not found the parcel yet and while we can refund this for you we need the card details to do so.
Title: Re: osborns models
Post by: longbow on February 01, 2017, 09:12:53 am
Osborns could certainly do with a real-time online stock system and better email communication, but they are by no means the worst offenders in either respect. And they do deserve a shout-out for their support of N Gauge in general (not least their numerous exclusive products) and of us West Country modellers in particular.
Title: Re: osborns models
Post by: appleby60 on February 03, 2017, 04:42:44 pm
Thank you to Osborns Models! Refund received.  What a shame though - I don't remember the Royal Mail ever losing a parcel for me in 40 years. :)
Title: Re: osborns models
Post by: Graham on March 14, 2018, 06:10:12 am
is there a problem with the ordering system at Osborns, placed an order on 23rd Feb and received an acknowledgement, however no money taken from my account, and no response to email follow ups.
perhaps @MKP (http://www.ngaugeforum.co.uk/SMFN/index.php?action=profile;u=3208) is able to answer.

cheers
Graham
Title: Re: osborns models
Post by: longbow on March 14, 2018, 06:54:01 am
I had a similar experience - order accepted but no further action and no response to emails. Eventually I got through by phone to be told they were out of stock. I haven't troubled them again.   
Title: Re: osborns models
Post by: MKP on March 14, 2018, 11:51:04 am
Hi Graham

Apologies not sure about this one, I have sent you a private message
Title: Re: osborns models
Post by: amsie on March 14, 2018, 12:38:22 pm
I ordered from them this weekend.  Goods turned up this morning.  Shame I wasn't in to receive them but no problems from me, will be placing another order this week
Title: Re: osborns models
Post by: Chris Morris on March 14, 2018, 01:22:43 pm
As an N gauge Modeller I hold Osbornís in high regard. They do some great specials, have a very good stock of N gauge and do their own range of buildings.

We have to accept that they are a family business and simply cannot be set up to process orders in the same way as a big seller such as Hattons. Of course if they were as big as Hattonís they wouldnít be interested in doing specials for the low volume N gauge market.
Title: Re: osborns models
Post by: Railwaygun on March 14, 2018, 06:31:42 pm
Ordered a new Dapol 68 late last night

today:

We want to let you know that your order 13/03/18 status has been updated to...

DISPATCHED with thanks

Regards

Michael Pearce

you can always find someone who will swear at, rather than swear by a shop!

Title: Re: osborns models
Post by: beestie on May 26, 2018, 11:07:46 am
I purchased an atlas Fairbanks-Morse on Monday , I appreciate they are closed Monday but I havenít  received any confirmation email of any kind I paid through PayPal so I am unsure .
Title: Re: osborns models
Post by: jthjth on May 26, 2018, 11:53:04 am
Phone them up and ask?


Title: Re: osborns models
Post by: beestie on May 26, 2018, 11:56:52 am
I have tried to phone but I carnt seem to get through .
Title: Re: osborns models
Post by: Railwaygun on May 26, 2018, 06:15:13 pm
I purchased an atlas Fairbanks-Morse on Monday , I appreciate they are closed Monday but I havenít  received any confirmation email of any kind I paid through PayPal so I am unsure .

try mikepearce350@hotmail.com
Title: Re: osborns models
Post by: Bob Tidbury on May 26, 2018, 08:16:11 pm
They might be at Stoke Mandeville Show this weekend so try phoning Tuesday.      Bob Tidbury
Title: Re: osborns models
Post by: beestie on May 27, 2018, 08:10:21 am
Hi guys , I managed to get through and all sorted yesterday . I did reply on here that it got sorted but for some reason it didnít post .