Customer Service? - Rails of Sheffield

mojo · January 10, 2023, 12:45:26 PM

Just received my order for 2 Peco ST44 points from above supplier.
In a box approx 50 times larger than necessary, but---
Visible in the clear pack, I noticed that one of the packs was missing the small curved extra piece for use in making a curved crossover so phoned pretty sharply.
After being put on hold whilst a colleague was needed for guidance, I was told that Peco had supplied a batch without this part and that I should phone Peco to obtain one!
Rails were then informed that they were responsible for the order and no way was I phoning Peco.
Eventually they agreed to phone Peco and arrange delivery of the required part.
Not my idea of good practice.
Maurice C.

geofff · January 10, 2023, 01:26:27 PM

Last year I ordered a Dapol tender steam loco. The first loco would not even move, so Rails agreed to replace and they tested the replacement. The problem that I've had with Dapol steam locos is the fragile cable between tender and loco and this became loose and stuck in the blade of a point and stopped the loco. Rails said the this was my fault (after two days use) and they initially refused to accept the return. I got Dapol involved and they eventually told Rails to accept the return. Meanwhile Rails agree to check the model and see if they could repair. I gave up at this stage and returned the model to Dapol's official repairers , where it stayed for 6 weeks to be repaired.

So , Rails of Sheffield are not my favourite supplier.

stevewalker · January 10, 2023, 04:29:25 PM

I've had a couple of problems with Rails.

The first time I ordered half-a-dozen DCC decoders, as they showed as in stock, and I paid extra for rapid delivery. Four days later, nothing had arrived. I phoned to see what was happening and they had only five in stock, so had held the order. a) it would have been better to have let me know that while they had some in stock, they didn't have enough when I was placing the order and b) me paying extra for rapid delivery should have prompted them to contact me or ship a part order, as I clearly wanted them quickly.

The second time I bought a second-hand 9F, that was described as in good condition and as a good runner. On arrival, the driving wheels had been re-arranged, so it had the flangeless wheels as the fourth set; it ran noisily and jerkily forward and hardly ran at all backwards. I contacted them and was offered £10 off. In the end I couldn't be bothered going through the hassle of claiming it and just had a go at fixing it. I made it much better. I need to finish off the track changes that I am mid-way through doing, so I can give it a good run and see if it fully frees up though.

Elvinley · January 11, 2023, 11:11:30 AM

I have had good experiences with them. I returned a poor running used Z gauge loco from their eBay store and there was no quibbling. This was replaced with something else. The return was free. I also returned a oo9 Bachmann Hunslet the other day. Again this was post free and there was no problem at all from their end. This time I asked for a refund.

I would urge people to return items that are not as expected rather than have a go, especially if it is a new item and is a mechanical issue. A quick 5 min repair with no risk is one thing as it is less trouble than returning, but invalidating a warranty on expensive items is not a good idea!

Cheers,
Ian.

Newportnobby · January 11, 2023, 11:38:28 AM

Many years ago my box shifter of choice was 'The Signal Box' in Rochester. When they closed I transferred my business to Rails of Sheffield (15? years ago) and have been a happy bunny ever since.

Bob G · January 11, 2023, 03:40:07 PM

Quote from: Newportnobby on January 11, 2023, 11:38:28 AM
Many years ago my box shifter of choice was 'The Signal Box' in Rochester. When they closed I transferred my business to Rails of Sheffield (15? years ago) and have been a happy bunny ever since.

I used to use Hattons but when they stopped wrapping parcels with string, and also stopped dealing with Farish, I moved to Rails. I still use Hattons, Osborns, Kernow, Model Railways Direct, and my latest favourite TMC for other purchases/sales bargains (sic) etc but literally all my pre-orders are with Rails. Free postage on locos gets my vote!

The only annoying thing with Rails is that you can easily pre-order on line but you have to physically call them to deselect any pre-ordered items. Oh and they promised to send me a returns label for my Rapido Class 28 and it never arrived, but it has gone to Rapido direct so no problem.

HTH
Bob

Intercity · January 11, 2023, 04:09:06 PM

I am hopeful for good customer service, I currently have an issue of missing contents on a delivery, so far a few emails asking for pictures and descriptions, advise of contacting my mail carrier while they are doing the same with Royal Mail, we shall see as currently i'm out for 520 quid plus shipping!

njee20 · January 11, 2023, 05:54:39 PM

Did you get a load of empty boxes...? Ie someone's nicked the locos?! Madness.

I like Rails. I used to use Hatton's, because their website was the least awful. The spat with Bachmann meant they stopped being convenient. Never had a problem with Rails outside of their dubious eBay descriptions.

Intercity · January 11, 2023, 07:18:57 PM

Yep 4 empty jewel cases, they at least left the detail parts, so if anyone needs some I have 4 sets at the bargain price of 125 a piece (tongue firmly in cheek before anyone thinks I'm serious)

I used Hattons for their trunk service but the second hand prices these days are deals like they used to be, would be nice to see other places use a service like that but I get the logistics of it can be tough (even I left stuff sitting for months before asking them to ship)

joe cassidy · 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 ?

jpendle · February 14, 2023, 05:38:51 PM

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 ?

No, but the only things on my layout with chimneys are the houses

BUT I spoke to them on Feb 3rd to update my credit card details for my Pre-order of Revolution Biomass Hoppers. I also asked them to add a loco and they said that they would email my the final invoice once they had worked out the shipping costs.
As I hadn't heard anything, I called them today and they said that they'd get back to me in a couple of days with a final price!

Maybe they're having trouble with International shipments?

Regards,

John P

Toothman · 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?

jpendle · February 21, 2023, 09:36:15 PM

So my Biomass wagons are on their way. £42 shipping with a courier rather than RM!
Rails said it's because of the weight of the shipment.

Regards,

John P

Platy767 · February 21, 2023, 10:10:37 PM

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!
Rails said it's because of the weight of the shipment.

Regards,

John P

Ouch. Are they "full" wagons! How much for "empties"!

I baulked at paying 36 quid postage for 2 books (heavy), but now I don't feel so bad.
John, Hope you are going well.

Mark

NScaleNotes · February 21, 2023, 10:28:11 PM

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!
Rails said it's because of the weight of the shipment.

Regards,

John P

Ooofff, that is pricey. It always used to be dirt cheap shipping from the UK to the US. The other way not so much.
Guess they've finally equalized the pricing.