Customer Service? - Rails of Sheffield

Rpaul1145 · February 21, 2023, 10:31:03 PM

John P, Not sure if you are aware but Post Office international parcels service has had a cyber attack on 10 January which had caused them to stop all acceptances and only just resuming service so would imagine will take a while to get back to normal, gues why Rails used alternative carrier.

jpendle · February 21, 2023, 11:17:45 PM

Quote from: Rpaul1145 on February 21, 2023, 10:31:03 PM
John P, Not sure if you are aware but Post Office international parcels service has had a cyber attack on 10 January which had caused them to stop all acceptances and only just resuming service so would imagine will take a while to get back to normal, guess why Rails used alternative carrier.

Yes I know about that. Unfortunately the Biomass hoppers are a Rails exclusive, so no chance to shop around.
I just tested their website and "ordered" the same items again, it told me that they cannot give a shipping price and would have to calculate it and let me know.
Before the RM hack, I ordered 2 locos from them and they were sent RM at less than half that price.

But I did save £127 in VAT, so it's not too bad

Regards,

John P

Graham · February 22, 2023, 06:16:58 AM

I just had 4 packs of the Biomass hoppers sent, and it was £27 for shipping, did think about the courier, but using couriers you always get caught for Australian GST. RM use Australia Post and they typically only charge GST if the shipment is over $1000. It works out better albeit a bit slower to use RM if possible.
They shipped and left the UK last week, now just have to wait for arrival.

Steven B · February 22, 2023, 08:55:02 AM

Quote from: jpendle on February 21, 2023, 09:36:15 PM
So my Biomass wagons are on their way. £42 shipping with a courier rather than RM!

On the bright side, £42 is less expensive than collecting them in person!

Steven B.

joe cassidy · February 22, 2023, 11:56:13 AM

Quote from: joe cassidy on February 14, 2023, 11:15:57 AM
One week ago I ordered one of the new batch of Dapol Britannia locos from Rails (Firth of Clyde).

Since then, their website indicates that my order is "unfulfilled".

Is anyone else waiting on news from Rails about an order for this loco ?

Once Rails despatched the goods everything went smoothly, on both sides of the channel, and I received the loco yesterday?

French customs charges were about 20%, roughly the same as the UK VAT deducted by Rails.

Fardap · February 22, 2023, 12:19:36 PM

Quote from: Toothman on February 21, 2023, 09:24:48 PM
Just bought new dapol 9f digital fitted dead as a dodo rang rails they will ring Wednesday.the decoder is fitted but no noise at all from the loco any body else had the same problem?

Have you tried taking the decoder out, fitting blanking plug (should be in the box) and trying it on DC - if that works then you know it is a decoder issue not a loco issue at least...

Intercity · February 22, 2023, 01:16:19 PM

Rails have always been good at shipping with all the items I bought from them (all royal mail), except for the last one which turned up open and missing contents, 4 class 90s), but that is a different issue, I am waiting to see how it will be resolved as USPS (US side) said it's a RM problem and I've contacted Rails to see what they can do, they said they are waiting to hear from RM, I unfortunately had to dispute the charge as we are 2 months later and in still in possession of very expensive jewel case and detail parts!!!! Hope not missed out of getting some as it seems stocks are kept quite low these days.

As a side note Farish used RM to send me some class 108 bogie pins and 2 bodies for a 37 and 47, arrived timely with no problems although it was a small package.

Portpatrick · February 22, 2023, 04:57:52 PM

I guess most suppliers have their moments. I used Rails very recently and the relevant loco arrived within 48 hours. First time I have bought from them for a long time.

mikecorn · September 03, 2024, 11:02:43 PM

You guys know where it went wrong as he got the damaged product, For me, it's a courier company. You must go with a top courier company for a better experience because it's better to spend very few bucks to ensure your product is getting shipped securely.

njee20 · September 03, 2024, 11:08:20 PM

Not sure if you're aware but this is an 18-month old thread...

It is the job of the retailer to ensure you receive your item. They can't wash their hands of responsibility because you didn't choose an insured shipping option (always hate that one!).

In the case of the OP it was nothing to do with damage though, simply parts missing from the supplier.

GlenEglise · September 04, 2024, 12:05:21 AM

Quote from: mikecorn on September 03, 2024, 11:02:43 PMYou guys know where it went wrong as he got the damaged product, For me, it's a courier company. You must go with the professional courier company for the better experience because it's better to spend very few bucks to make sure that your product is getting shipped securely.

In most cases the shipping is excellent. Sometimes issues arise but then you go back to the retailer and they sort it out,

It isn't really a big issue.

GE