Smashing models
Excellent pricing structure (I must have saved a King's ransom in early bird prices over the years)
BUT
I (and I'm sure I'm not alone) am getting seriously ticked off (being polite for the forum) at the lack of response coming out of the Revolution website contact page. I really can't see the point of having such a page if no one looks at it and responds. Maybe it should carry a warning "Abandon Hope all ye who enter here"
I'm positive the staff at Revolution would soon be up in arms if they were treated as badly. I'd put their communications on a par with Osborn's Models (believe me – that's no compliment)
Please – you're letting yourselves down as regards service. Please sort it
Have you tried a PM?
Quote from: RailGooner on May 23, 2026, 04:57:00 PMHave you tried a PM?
Not the point. How do non forum members fare?
Quote from: Newportnobby on May 23, 2026, 10:13:51 AMSmashing models
Excellent pricing structure (I must have saved a King's ransom in early bird prices over the years)
BUT
I (and I'm sure I'm not alone) am getting seriously ticked off (being polite for the forum) at the lack of response coming out of the Revolution website contact page. I really can't see the point of having such a page if no one looks at it and responds. Maybe it should carry a warning "Abandon Hope all ye who enter here"
I'm positive the staff at Revolution would soon be up in arms if they were treated as badly. I'd put their communications on a par with Osborn's Models (believe me – that's no compliment)
Please – you're letting yourselves down as regards service. Please sort it
:hellosign: :searchingsign:
Mick, I agree, the models are superb & they don't come much worse than Osborn's models but where is this contact page ?
:beers: stay safe regards Derek
Derek,
At the bottom of the Revolution home page there is 'Contact Us' with the option to e mail them from there
I totally agree with this thread, even when they instigate an email to a customer for clarification and you return it you get no follow up, and the sender of the email is an owner of the company.
I'm afraid I have lost patience with Revolution Trains and now no longer place early bird orders, nor any orders directly with them.
I find it is far easier from a customer service perspective to buy from a dealer, usually at the standard industry discount for new models and increasingly found in the bargain bin over time.
Quote from: Newportnobby on May 23, 2026, 08:38:39 PMDerek,
At the bottom of the Revolution home page there is 'Contact Us' with the option to e mail them from there
Thanks Mick never knew it was there
:beers: stay safe regards Derek
I must be in a minority, as I have never had a problem with them answering me.
I do use the info@revolutiontrains.com email address direct though, which I believe the website contact form redirects to.
Normally Simon answers within a day.
Maybe
@Ben A or
@red_death would like to comment.
I never received the buffer that was missing from a cement wagon on arrival direct from Revolution. I contact them via the contact us and through a DM on RMweb. I've given up on getting one.
In most industries all customers want the best quality at the lowest price, delivered yesterday. They never appreciate that it is only possible to have no more than two out of three. In my mind, Revolution deliver fantastic products at great prices, but speed is certainly the thing that suffers - whether it is speed of delivery or speed of responses. That's the two out of three I would always choose!
However, as an old bloke, I am starting to worry that I won't be around long enough to enjoy the K-type pullmans...
:(
Quote from: Railbank on May 23, 2026, 09:14:26 PMI'm afraid I have lost patience with Revolution Trains and now no longer place early bird orders, nor any orders directly with them.
I find it is far easier from a customer service perspective to buy from a dealer, usually at the standard industry discount for new models and increasingly found in the bargain bin over time.
I am extremely happy with early bird pricing. For instance, I bought 2 x class 128 parcel units and saved £110 - not on the final full RRP from Revolution, but on a major box shifter's pricing. I've saved in the region of £130 by buying a 4 car and a 3 car set of tube stock against Rails (when they had them). I just want to know where my order is!
My 1938 order arrived about two weeks ago. I noted at that time my account showed the order was still processing.
It is still showing as processing, so something isn't working as it should.
Quote from: honestjudge on May 24, 2026, 12:08:37 PMMy 1938 order arrived about two weeks ago.
Blimey! 88 years seems a bit excessive!
Quote from: honestjudge on May 24, 2026, 12:08:37 PMMy 1938 order arrived about two weeks ago. I noted at that time my account showed the order was still processing.
It is still showing as processing, so something isn't working as it should.
Could or could not be explained by this..........
Quote from: Ben A on May 08, 2026, 11:11:43 AMQuote from: honestjudge on May 08, 2026, 10:41:29 AMAnd my 4 car set has just popped through the letterbox.
However, it is still showing as processing on my orders page in my Revolution account page :hmmm:
Hi there,
Some of our processes are still manually triggered, and our digital supremo is on a short break. This may explain why. On the other hand, it may just be a glitch in the matrix... :goggleeyes:
cheers
Ben A.
Mind you, if the digital supremo was on a short break he/she should be back in the saddle by now
I believe the digital supremo has just finished his trip, but I imagine it's not top priority to update order statuses.
Not defending their lack of contact, by any stretch.
I've found Simon extremely responsive on the customer services email I must say, but other central emails have gone totally unanswered.
Quote from: Yet_Another on May 24, 2026, 12:29:44 PMQuote from: honestjudge on May 24, 2026, 12:08:37 PMMy 1938 order arrived about two weeks ago.
Blimey! 88 years seems a bit excessive!
That's Royal Mail for you!
Quote from: Graham on May 24, 2026, 12:59:52 AMI must be in a minority, as I have never had a problem with them answering me...
You're not alone!
Still having received no response I have resorted to sending Ben & Mike a PM.
I have not received my orders and, with no stock showing anywhere, fear the worst
Hello all,
Simon is our customer services manager and deals with technical issues and support for specific models; he does not answer more general enquiries. All the feedback I have had is that he is very diligent and efficient. We are very happy with his work.
Answering general enquiries, order queries etc has been paused over the last fortnight due to staff holiday but we are back at work now and will start to get on top of any backlog.
For clarity: we are not Amazon and realistically our service will never equal Amazon standards.
We could hire more people to deal with emails and to pack and post, but then our prices would have to go up, which customers tell us they do not want.
And one reason we offer models to retailers is so customers who do not wish to deal with us don't have to; but of course the caveat with that is that the price is higher.
It is rare for Revolution models to appear in 'bargain bins' - most of our models sell out before that. This is intentional; we respect retailers and try to manage production levels so they don't have to cut their own throats just to sell our models. Of course we do not always get that right.
cheers
Ben A.
To add a little more context to the OP's complaint - they asked us to delay shipping of their order as they were about to go on holiday.
As per the auto-reply on our general email (which I've realised you won't get if you use the contact form) I've also been on holiday. The packing team (by which I mean Ben and Simon) sent out a large stack of orders whilst I was away which I could only mark as despatched when I got back to a computer on Tuesday.
If you're sending an email and not getting a response (and we're not on leave) then please chase us as we normally reply same day (and have done for some time unless there's a backlog to answer like at the moment).
Cheers Mike
To add more context, my complaint was lack of response to a mail sent from the Revolution website. Yes, I had requested no despatch before 9th May but got no answer until I sent a PM from the forum on the 26th May as to the whereabouts of my orders.
You have stated no auto reply gets sent so how are we supposed to know about holidays? How would I have got a reply if I wasn't a forum member?
Sorry, but it's a hole that needs plugging
Mick
No one is saying that you should have known about holidays (and I admitted that anyone using the contact form wouldn't have gotten the auto reply explaining the situation).
You sending a PM has made no difference to my ability to reply - lack of decent mobile signal and being on holiday prevented that.
Just like you asked for some consideration that you were about to go on holiday, I'm asking for the same. There is no escaping that we're still a small company and there isn't someone to cover some functions when one of us goes on holiday.
Cheers Mike
Mike - Ben replied to my PM within 24hrs. All I know is that if I went on holiday from work without setting my 'Out of Office assistant' I'd have been punished with loss of bonus. Anyway, you know there is a system hole. Whether you fix that is entirely your (Revolution's) choice.
You'll hear no more from me on the subject