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[tigertiger]

I would be inclined to tell them.

If it was my business I would want to know.

It might be an idea to point them politley in the direction of this thread. Only don't ask the bunny on the counter, ask to speak to the main man.

If they still don't care, then so be it. But they probably will.

[Eddy Matthews]

It does seem that LOTS of online suppliers tend to forget about replying to emails! And when I say "forget" I'm being polite, many of them obviously just cannot be bothered!

I emailed Tyne Models back at the beginning of July, asking simply how much their model of the Flying Spindrift weighs when fully ballasted for the water - I got an email back saying they would check, and then nothing! I'm still waiting for a reply! And before anyone asks, yes I did email them again to ask why they hadn't replied, still no response!

That's okay - If they cannot be bothered to answer a simple question then I cannot be bothered to buy from them. It works both ways!

On the other side of the coin there's Model Dockyard, and Scoonies - They are superb and really know how to treat customers. I've probably spent thousands of pounds with each of them over the years, and for one reason.... They care about their customers! Something a lot of other companies would do well to duplicate!

Okay rant over....

Regards
Eddy

[flybobby]

I agree, excellent service from model dockyard :)

[flybobby]

Still waiting for Westbourne to pull their finger out of their "botton"! >:(  I ordered some bits from model dockyard yesterday, and it arrived today! Excellent

Prop shop is useless too, lost patience waiting for a 50mm prop from them so ordered elsewhere! >:(

[tigertiger]

On the other side of the coin there's Model Dockyard, and Scoonies -

Scoonies?

[ambernblu]

On the other side of the coin there's Model Dockyard, and Scoonies -

Scoonies?

Yep, Andy at Scoonies has a large R/C and Model Boats accessories stock (plus Hornby and other major stuff!)

Website - http://www.scoonie-hobbies.co.uk but best to email him on [email protected] and I'm sure he'll post you a brochure. Nice guy to deal with too! Cheers, Brian

[Tug-Kenny RIP]

Thank you for the Scoonies info Ambernblu. I have downloaded their complete list and will keep it for reference. Very detailed.

Cheers.....Ken

[martno1fan]

it is very poor customer service i agree!!,ive had dealings with prestwich models a site dealing with fast nitro and gas boats and Dave Marles who owns it is absoulutely brilliant he answers every email the same day and despatches orders the same day or at least the next.ive even emailed him asking for advice and hes only too happy to help .hes also a very busy guy FOUR thimes world champion and running his buisness also but never too busy to return emails so there are exeptions who still want to help and care about giving good service.i cant understand any online store not answering emails ,if they expect to sell online then they have to show the same respect and customer service to us just as they would if we walked into the shop!!.

[peewee]

As I have already stated, I have personally found Westbourne models great to deal with and I would agree with the positive statements about Dave at Prestwich models.

I think there is an obligation on those posting in forums to be responsible about comments which could directly affect the reputation of sombody's business and affect thier livlihood.

There are precious few decent outlets serving the specialised hobby we want to continue with. I know that Westbourne models are extremely busy serving us and others like us - this is good for the hobby - perhaps we should cut them some slack and pick up the phone!

Whinge over (no offence intended to anyone who has posted).

Pete

[martno1fan]

As I have already stated, I have personally found Westbourne models great to deal with and I would agree with the positive statements about Dave at Prestwich models.

I think there is an obligation on those posting in forums to be responsible about comments which could directly affect the reputation of sombody's business and affect thier livlihood.

There are precious few decent outlets serving the specialised hobby we want to continue with. I know that Westbourne models are extremely busy serving us and others like us - this is good for the hobby - perhaps we should cut them some slack and pick up the phone!

Whinge over (no offence intended to anyone who has posted).

Pete

i totally disagree with you we as consumers have every right to speak our minds and when a company lets us down we have an obligation to let others know.no ones perfect i agree but if we dont speak up do you think they will improve the way they run theyre buisness?,i doubt it dont you .as regards picking up the phone why should we? its suposed to sell things online so should deal with the customers online why should we have to pick up the phone.if they cant be bothered to respond to emails then they shouldnt be doing business online!!.

[tigertiger]

i totally disagree with you we as consumers have every right to speak our minds and when a company lets us down we have an obligation to let others know.
AGREE

...as regards picking up the phone why should we?
If you don't want things to change then fine, but if you do speak to someone. If the email is opened by the monkey, he isn't going to grass himself up.
It is another line to get something changed.If what your doing isn't working (i.e. email) then change what you are doing.
its suposed to sell things online so should deal with the customers online why should we have to pick up the phone.if they cant be bothered to respond to emails then they shouldnt be doing business online!!.
Your prerogative, but it won't provide as big a possibility of change.

[Gypo]

Hum well sorry iv not replied earlier but iv been away .

Well as one of the owners of westbourne models firstly sorry for any problems you may have encountered cant get it right all the time but we do try  .
I don't mind constructive criticism if somethings gone pare shaped if you don't know about it you cant change it .

The repplying to emails has been a little problematical of late down to a couple of resons firstly It has nothing to do with ignoring emails or not been bothered .
we are very short handed (trying to find good staff is hard ) and seconly the shear number of emails everyday these now number thundered odd plus.
We do work as hard as possible to reply to all but its proving hard at the moment.
Though i am taking steps to sort this out as soon as pos with some new systems so please be a little patient .


As to getting orders out we one of the very few shops ! in this country that hold a reasonable stock of model boat parts as anyone who has visited us will know .
When an order comes in we do try our best  to get this out the same day.
But we do run out of odds and sods and have to Waite for certain items this industry is small and supply chains very weak props are a grate example i suppose at the moment i have about 50- 100 brass props on order if my wholesaler dose not have them then neither do we .
As with most of the stock there is not that many supplier's  to choice from so we cant just order them somewhere else.

I'm sorry if you cant wait even i understand that as i want to ship the goods and collect the pennies just as much as you want the goods  but we try to get things out as soon as we get them just sometimes things can take a little while to source .

Bottom line is we are working as hard as possible to sort things out  very soon .

[martno1fan]

thanks for replying so soon ::) pitty you didnt respond to the guys emails as fast!!,good to know your trying to sort out the problems with emails etc as i know from experience with another retailer how frustrating it can get as a customer.no one was doubting your willingness to send out orders and bring in cash!! the guy was trying to say he was fed up of not having his emails returned.also if stocks are low or things out of stock wouldnt a quick email to let the person know be a good idea or better still when the person fills his online basket maybe it should say so there and then so he can save his pennies till they do come in, or maybe even go elsewhere as sometimes theres a reason we might want an item a.s.a.p.ive used several online shops and they tell you when an item is out of stock most of the time, do you?.i totally understand if supplies are low and your supplier is late for whatever reason but i think the customer needs to be told before he pays for the items.ive had one shop take my money then let me know after they took my money that they were going away on holliday for two weeks so my items would be sent in two weeks time.dont think im attacking you im just stating a few facts of what ive experienced and hopefully this will help you and others understand things from a customers point of view.im a patient person so long as im told things will be a little longer than usuall, but to not be told and have emails un answered as in his case is very annoying .i have never visited your shop but have seen your website and very nice it looks too, ive no doubt you give a good service all im saying ,and this wasnt aimed at you just online shops in general, that the customer needs to be kept in the know as regards his or her order.thanks again for replying at least it shows your listening .theres allways room for improvement and its nice to know your trying to do so.

[flybobby]

And I am still waiting!! ::)

[perkasa]

Give Westbourne Online a fair chance.

If you ever go into the shop you will see just how busy they are, yet they always find time to help you.

The only problem I find visiting the shop is I come out spending more than I intended.


Pete

[Martin (Admin)]

OK Westbourne have responded and stated there case, further sniping won't be of any help to anyone.
I'm going to lock the topic for a week or so to give Westbourne a chance to catch up with their orders 'n stuff.....
I'll then open the topic again ... so everyone can say they are happy bunnies! 

[pdryden]

Hi,

Has anyone had any recent dealings with Westbourne, I have just been trying to contact them concerning an order I placed on the 4th May and the phone goes over onto the Fax and emails are being returned, as the recipients mailbox is full.
It could be that they are on holiday or even half day closing, anyone got any idea.

Peter.

[Bill D203]

I was in there shop on the 1st May and it all seemed fine.

[Nordlys]

I spoke to Martin yesterday, so no problems there.

\perhaps they have a Fax number that you dialled instead?

Nordlys

[Bob K]

I had a delivery from them a few days ago, which Martin had dispatched very promptly.

[Netleyned]

Might be victims of a spam attack which had filled the inbox
Some phones switch to fax if not answered and could be early closing.

Ned

[pdryden]

Hi

Yes hope all is well with Westbourne,  I ordered a motor on the 4th May so was getting a bit concerned that it hadnt been delivered, which was further heightened when I couldnt contact them.

Hopefully they will have closed early, it being Wednesday (The traditional half day) and will respond tomorrow.

Peter.

[pdryden]

Hi All,

Problem Resolved  Spoke to Martin today

It was a Graupner 900BB motor I ordered, apparently Graupner are unable to supply this motor for the forseeable future, another has had to sourced elswhere and will be dispatched as soon as it comes into stock.

Peter.

[john44]

A Model World do the Graupner 900BB

john

[spooksgone]

How good is this.
I rang westbourne model centre on Thursday @ 04.00pm with an order, and it was on my door mat when i  got home  the next day!!
That is what I call excellent service.
Cheers guy's
Phil