Is there anything up with Osborns Models?

[JimF]

Well, I have used Osborn's a few times in the recent past, had no problem with communication, or the service. I have gotten replies to a inquiry late in my day (4PM-ish), showing me that Maurice and or Michael are putting in late hours at times. They kept a pre-order item at the original price on one item, unlike Hatton's.

Being in the US, I have used Hatton's, Osborn's and a couple of others, Osborn's wins hands down.

Jim F

[robert06]

Hi

I placed an order just over two weeks ago.  I got a PayPal receipt but nothing from Osborns which was unusual as in the past their service has been good.  About a week ago I emailed asking for a status on the order but no reply to date.  I was going to phone today but when I saw this thread last night I decided to wait but there has still been no communication. Guess I will need to phone tomorrow and hope there is a reply. 

If the shop has been shut due to the trade show I think a simple message on the web site would have been most helpful as I can appreciate the problems with having only a few staff. As mentioned above I would like to support our largest n retailer but it is very hard if there is a communication black out.  Currently I am not impressed and running out of patience.

Robert.

[austinbob]

Hi

I placed an order just over two weeks ago.  I got a PayPal receipt but nothing from Osborns which was unusual as in the past their service has been good.  About a week ago I emailed asking for a status on the order but no reply to date.  I was going to phone today but when I saw this thread last night I decided to wait but there has still been no communication. Guess I will need to phone tomorrow and hope there is a reply. 

If the shop has been shut due to the trade show I think a simple message on the web site would have been most helpful as I can appreciate the problems with having only a few staff. As mentioned above I would like to support our largest n retailer but it is very hard if there is a communication black out.  Currently I am not impressed and running out of patience.

Robert.

Pretty much the experience I've had so far although they haven't billed me yet.  Cannot get any response from them.

[Buffin]

I tried Osborns for an item as Keith's site said he was out of stock. After 2 weeks, no delivery and no answer to my email chaser from Osborns, so I cancelled the order by phone.

Have now got the item from Keith (Traintrax) after all.

[Webbo]

In this day and age, we expect instant response to our emails. My experience is that Michael and Maurice at Osborns are marching to a slower drumbeat with respect to emails. However, I've learned that the best way of communicating with them is on the phone. This has always been congenial and effective service results. I also like Osborns website and as far as I'm concerned I see no reason to exclude them as a supplier to me. 

[CarriageShed]

In this day and age, we expect instant response to our emails. My experience is that Michael and Maurice at Osborns are marching to a slower drumbeat with respect to emails. However, I've learned that the best way of communicating with them is on the phone. This has always been congenial and effective service results. I also like Osborns website and as far as I'm concerned I see no reason to exclude them as a supplier to me.

Well said, Webbo. Perhaps we're just a little too quick to demand everything now, now now, and could take a step back and a deep breath...?

[EtchedPixels]

I'd second that - Osborn's is just a little model shop. It's just Maurice and Michael have a such a big N range and expertise everyone assumes its a superstore.

Alan

[FeelixTC]

Whilst I agree that "now, now, now" is unrealistic, to leave correspondence unanswered for more than a week is poor service at best.
And I don't see the relevance of the size of the business; if you tout for it, you should service it.

I see a pattern of people excusing poor service for all sorts of (non) reasons; no wonder we get poor service/products.

Just my two penn'orth.

[Agrippa]

When business people don't reply to emails possibly

They're ill
They're dead
They don't give a monkeys.
They've gone bust

[FeelixTC]

When business people don't reply to emails possibly

They're ill
They're dead
They don't give a monkeys.
They've gone bust

And all of the above can be covered by Auto-reply.

[Agrippa]

I haven't dealt with Osborns for a couple of years and then they replied to
my enquiry within a day,and I had good service from them, but according
to some posts they seem to have lost their mojo.

They may be a small family run business, however they have a
fairly impressive website and it doesn't take long to reply to an email even
if it's just "I'll get back to you asap ".

ps when I worked for Tenon Financial Group if you didn't reply to an
internal email within 3-4 hours it was a hanging offence. Tenon went
bust after falsifying their own annual report !

[mr bachmann]

they used to do a print out for a branch signal box and a bus garage , the recent one is a fire station - single appliance job  , click under kids stuff on their site , heard a rumour they may also do the church (as well as the laser kit) 

[austinbob]

Managed to get hold of them on the phone today and all is now sorted.

[austinbob]

Managed to get hold of them on the phone today and all is now sorted.

Also received very nice personal message from them and will continue to use them. Problem resolved.

[robert06]

Hello again,

I have now seen and replied to a personal message from Osborns so hopefully matters will be resolved soon.

I tend to agree with the comments about now, now, now, but when its 20 days since an order was placed, there has been no response from the retailer and your credit card was charged on the date the order was placed, patience begins to run out.   I would stress that I have been a satisfied customer in the past and I trust normal service is about to be resumed.

Now back to the enjoyable business of running model trains.

Robert.

Robert.