Model Boat Mayhem
Sales, Wants & TRADERS => Traders Section => Topic started by: flybobby on October 07, 2006, 11:05:52 am
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Anyone experienced any problems when ordering online with these guys?
I have sent 2 orders recently with no confirmation or replys to emails!! >:(
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That is unusual. I get a lot of stuff from them with no problems. Give them a ring. Pete M
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Absolutly never! One of the best, if not the best to deal with!
(There Barry, that's got to be worth 10% next time i'm down :) :)!!)
Geoff W
Bristol
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I will give them a call ;)
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I emailed them twice over the last three weeks still no reply, they apparently do not like taking your money.....
Roy
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I emailed them twice over the last three weeks still no reply, they apparently do not taking your money.....
Roy
Glad I am not the only one!!
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I've ordered twice from them. Had to phone them up and hurry them on each occasion. Emails were unanswered. Prices were right, but I might look elsewhere next time. :-\
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well when i want bits I give barry a ring, parts usually with me in about 2 days
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Ghost,
To expensive to ring from here mate.....
Roy
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Ghost,
To expensive to ring from here mate.....
Roy
You have phones now ?? :o :o :o
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Thats why it's so expensive as the pidgeons can only fly so far... ;D
Roy
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Then what ---------They fall off the edge ????? ::) ::) ::)
Richard
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Pidgeon pie, mmmmm, yummy
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Now into the third week and still no reply I am sourcing the parts from someone else who at least replies to emails...
Roy
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Roy, don't know what parts you are after, but try Howes models. I ordered a futaba skysport 4 from them last thursday, it was here first thing yesterday, 5 days including weekend. Great service.
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Just to upset you Roy the last thing I ordered from Westbourne came the following day!! :P :P
Richard
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I gave them a call and was told that they get around 60 online orders a day, hence delays in sending items out!!
Still waiting for my order! >:(
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God, I wish we were that busy..... ;D ;D ;D
Malc
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I have a feeling I were just getting fobbed off!! I wont bother with them again! >:(
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Flybobby,
Totally agree with you mate, they will not be hearing from me again either.....
Roy
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Strange that I was in there Monday Morning 10.30 didnot look like much going on.
I to had no reply to my e-mails, didnot bother to say owt as I purchased what I required elswere
new TX and RX system. but they do have a nice selection of boats and bits which you can go have
a look at, I do like to touch and feel what im buying Dont you .
Mick
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I plan to go there next Monday, as I shall be back in the area. Would it be wise to mention your comments and some of your feelings, or should I keep a low profile please.
I am very new to this group and I thought Westbourne models were the flavour of the month. I have only been in there once and was very impressed with them and their stock.
Hoping for your comments
Cheers. Ken
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If you could ask them where Mr. Eddys order has got to, that would be good. While you are at it you could mention that they should make the most of my money, as I wont be spending it there again!!
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I have noticed that some organisations, not just modelling ones, seem to be uncomfortable with dealing with Emails. Visit - fine; phone - fine; email - no response. Not sure why, but if you do have an email contact then people expect you to service it in the same way you deal with other contacts. Gives a very bad impression otherwise as this thread demonstrates. Wading through the spam isn't a valid excuse as there are filters available which remove the bulk of it. it's also pretty obvious when you are looking at spam so it can easily be deleted. Maybe it's a computer literacy issue in this case?
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Ken,
Good idea if you can ask them why they have an email if they are not going to bother answering the requests.....
Roy
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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.
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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
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I agree, excellent service from model dockyard :)
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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! >:(
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On the other side of the coin there's Model Dockyard, and Scoonies -
Scoonies?
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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 andy@scoonie-hobbies.co.uk and I'm sure he'll post you a brochure. Nice guy to deal with too! Cheers, Brian
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Thank you for the Scoonies info Ambernblu. I have downloaded their complete list and will keep it for reference. Very detailed.
Cheers.....Ken
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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!!.
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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
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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!!.
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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.
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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 .
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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.
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And I am still waiting!! ::)
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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
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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! ;D
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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.
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I was in there shop on the 1st May and it all seemed fine.
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I spoke to Martin yesterday, so no problems there.
\perhaps they have a Fax number that you dialled instead?
Nordlys
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I had a delivery from them a few days ago, which Martin had dispatched very promptly.
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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
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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.
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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.
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A Model World do the Graupner 900BB
john
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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
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They are rather good and helpful :-)
Daniel
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Totally agree. They have been extremely helpful and ship orders promptly.
Bob K
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Guys a think this westbourne model centre not good costumer a order a model Maggie.M a 4 october ..one month passinga 5 times send mail but nothing try call..bisy a think a loose my money <*< ..am in Panic.May be somebody tell me what going on? <:(
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Model Slipway kits come from Model Slipway, so I think a good place to start would be Model Slipway... ;)
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Hi Andrey_Green,
Welcome to Mayhem. I'm sure everyone will try and help you.
Westbourne Models are excellent dealers and we all go to them once in a while. Try a phone call, but as Andy says they may have to order the kit from the makers.
Best of luck and let us know how you get on.
ken
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Have sent Martin at Westbournes a PM about this. (http://i124.photobucket.com/albums/p8/DickyD_photos/Smileys/tumb.gif)
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Just heard from Martin, he is sending Andrey_Green an e'mail. (http://i124.photobucket.com/albums/p8/DickyD_photos/Smileys/tumb.gif)
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Just heard from Martin, he is sending Andrey_Green an e'mail. (http://i124.photobucket.com/albums/p8/DickyD_photos/Smileys/tumb.gif)
10/10 to DickyD for the customer relations exercise on behalf of Westbourne Models, but to be fair to both Andrey_Green and Westbourne, I've got to ask, is the complaint as it appeared on here, i.e. Had the customer been left dangling since October 4th?
Andy
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10/10 to DickyD for the customer relations exercise on behalf of Westbourne Models, but to be fair to both Andrey_Green and Westbourne, I've got to ask, is the complaint as it appeared on here, i.e. Had the customer been left dangling since October 4th?
Andy
I find emails from westbourne always end up in my junk mail, even tho I have told hotmail they are not junk several times
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For what it's worth.
I ordered a speed control from them on Tuesday and it arrived in the post this lunchtime.
Seems OK to me.
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10/10 to DickyD for the customer relations exercise on behalf of Westbourne Models, but to be fair to both Andrey_Green and Westbourne, I've got to ask, is the complaint as it appeared on here, i.e. Had the customer been left dangling since October 4th?
Andy
Martin had apparently tried to phone him several times but could not contact him.(http://i124.photobucket.com/albums/p8/DickyD_photos/Smileys/tumb.gif)
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Guys a think this westbourne model centre not good costumer a order a model Maggie.M a 4 october ..one month passinga 5 times send mail but nothing try call..bisy a think a loose my money <*< ..am in Panic.May be somebody tell me what going on? <:(
Andrey,
As someone else pointed out. Sometimes emails end up in your junk mail box, sent there by the mail filter.
Have you checked your junk mail box?
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I wish Martin would respond to me, I've been trying for months now to get parts that were missing from a reversing bucket kit - - - "we'll email Graupner" - "they're on the way" - "we will send them to you on arrival" etc, etc, etc. Last reply was "you may have to buy a new kit". Great!! I'd spent £1200 with this company.
I've since had no response whatsoever from them despite having made calls, sent emails, left phone nos. home address and email address.
Never again.
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I had similiar problems with Westbourne Tony. I understand that they cant have stock of everything all the time. Charging my credit card & then telling me 3 weeks later that they still have no stock is not on. I have moved my purchases elsewhere, problem solved. ( anyone dispute this I have the emails on file)Mick B.
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It is disappointing, and I for one am tired of hearing, that whenever someone mentions a difficulty with a supplier/trader, other members, usually around the corner, or on 'friendly' basis with the trader/supplier spring to their defence.
The questioner, usually is seeking if this is a one off problem, or if there is "history" and therefore others should be aware and warned. Much like naming and shaming.
At the end of the day the solution is always with the trader supplier.
Namely good customer service and speedy resolution to "problems'.
Digressing I have a probelem with a mail order trader who is given 'glowing' reviews by members only to find out.
1. No reply to email.
2. Current price list on website is dated 2010??????????????
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jumping on the band wagon I am having the same problem with HOBBY KING.Never again! I placed an order with them for 2 Esc's and a programmer, on October 4th,only to be told they were out of stock (after they took my payment) Phoning the helpline ,I eventually got through to someone who shall we say was a little difficult to understand.When it finally dawned on her what I was trying to tell her,all I got was"you are in a queue.others placed an order before you,and we had to send them with the first stock order" Trying the "24 hour" support line,I got much the same.Tonight,I am in a queue to get an answer from "24 hour support",and I STILL dont know when I will get my order,which having not been sent yet,when it does eventually get sent I then have the unknown wait for it to be delivered,probably having to go through customs and having a surcharge on it.Then Hobby King have the cheek to E mail me to tell me the UK warehouse is now open,and guess what? they dont have the items in stock either!
Mick F
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It is disappointing, and I for one am tired of hearing, that whenever someone mentions a difficulty with a supplier/trader, other members, usually around the corner, or on 'friendly' basis with the trader/supplier spring to their defence.
The questioner, usually is seeking if this is a one off problem, or if there is "history" and therefore others should be aware and warned. Much like naming and shaming.
At the end of the day the solution is always with the trader supplier.
Namely good customer service and speedy resolution to "problems'.
Digressing I have a probelem with a mail order trader who is given 'glowing' reviews by members only to find out.
Generally, I have to agree with these points, especially as I also had some negative experiences with Westbourne Models around 3 or 4 years ago.
Therefore, I was interested to see how the initial grievance of this thread played out and, without adding any bias, was keeping an open mind as I am aware that things can change.
However, although I give credit to DickyD for taking responsibility of a perceived problem for Westbourne Models, one has to wonder what the current situation would be if he hadn't.
Consequently, nothing I have seen here has altered my thoughts, and whilst my feelngs remain the same, any ordering will be made elsewhere.
Andy
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About Us This web site is owned and operated by Westbourne Model.co.uk who are completely dedicated to your total satisfaction.
:o
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2. Current price list on website is dated 2010??????????????
Legally, the price advertised is the price you will pay. That's why shops spend hours making sure all their price tickets are correct. I've had two instances now of tickets being incorrect and having to discount items for customers to comply.
All of the above problems are the business of the customer and the trader in question, not an open forum.
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Legally, the price advertised is the price you will pay. That's why shops spend hours making sure all their price tickets are correct. I've had two instances now of tickets being incorrect and having to discount items for customers to comply.
All of the above problems are the business of the customer and the trader in question, not an open forum.
(http://i124.photobucket.com/albums/p8/DickyD_photos/Smileys/tumb.gif) See, don't always disagree with you Andy.
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I always email companies first to make sure the gear is in stock before ordering if i get no reply there's no order.
This is a big problem with model rail stuff, money being taken for stuff that's not in stock so many of they're websites now show actual stock levels.
Dave
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Andy,
In law the advertised price is the "Offer to Contract" price and is not legally binding at all.
Several large companies have offered, in 1 case, an iPad for less than a pound.
Once word got round there were lots of buyers, but how many actually got an iPad for less than a pound - NONE.
It is a myth that the advertised price is its "Legal Price".
Under those circumstances how could you ever negotiate a discount.
Bob
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I seem to remember when I worked at a well known tv Rental firm , we had an item marked up with an incorrect price, (beyond anything we could get around) we just withdrew that item from sale. Customer was not happy but there we go.
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Legally, the price advertised is the price you will pay. That's why shops spend hours making sure all their price tickets are correct. I've had two instances now of tickets being incorrect and having to discount items for customers to comply.
All of the above problems are the business of the customer and the trader in question, not an open forum.
Not in the UK it isnt.
A business does not even have to sell an item to you it has in stock and advertised as costing £1 or a million pounds. There is no legal requirement in the UK that a business must sell you anything they have.
Shops dont always have tickets on with the correct price but in any event, the ticket price being displayed has more to do with complying with UK legislation regarding 'sales.' For a business to advertise an item as being in a sale and therefore cheaper than normal, it must have been available for purchase at the higher (normal) price for a certain number of days. Im not sure if this is 28 days or more though.
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This thread has run it's course and started to drift 'Off topic'
It is now closed to further comment
Ken
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We've allowed for all points to be covered in this issue, subject close..... unless Wesbourne wish to add something themselves.
Admin.
NB: Please Do Not open another thread on this subject.
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Does anyone know if Westbourne MC are still going? I'm trying to buy a few quids worth of Robbe radio, I've emailed twice...no reply, I've called three times...no answer. I'm just wondering what's going on...anybody know?
Rich
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Hi Rich, I was in Westbourn last Saturday they are still fully trading and up to there eyes in orders.
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Ok, thanks for that Dave, I'll keep trying.
Thanks mate,
Rich
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They aren't very good with email but phone calls usually work!
Colin
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Definitely..... and get an ETA too.
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seems much like its better to visit them in person , ive heard of many reports over the last few months of disgruntled customers with orders that arent being fulfilled
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Thanks for the replies, guys...we'll see what happens today.
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How did you get on buddy?
I too have sent an email and tried to get them on the phone numerous times but no luck yet.
Wish I could get down there but, like you, It's a bit too much of a trip I reckon.
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I wonder how other members have found this company to deal with?
I placed an order on 25th August and received an automated reply to say it was being dealt with. Hearing nothing more I emailed them to try and track the order.
Still hearing nothing I rang them today and was told the delivery was at least another two weeks away. When asked why I had not been informed that there was a delay, they had no answer. No apology, just that I would have to wait!
So much for customer service. I will not be dealing with them again.
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I seem to remember a lengthy thread quite recently which was started by someone with a similar experience of this trader. It then rapidly took the form of two disparate groups; one giving similar accounts and the other expressing disbelief and citing nothing but good service etc. Threads like these invariably go the same way and are only ended when someone steps in and says that disputes with traders should be dealt with directly and that the forum is not the place to resolve them. Pretty obvious when you think about it.
No offence intended, Langsford, but could we perhaps start from that point this time - or this is going to get very boring and/or very unpleasant very quickly? The short answer to your question is 'several, but an equal number have had excellent service.'
One suggestion is to check the stock of an item with the trader before placing the order, especially if it's a large expensive item or you need it pretty quickly. Some traders' websites actually will indicate whether or not an item is in stock. I prefer to deal with those traders; it keeps my blood pressure down!
DM
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I don't want this to go on or "get boring". It just seems reasonable to let other Mayhemers aware of the service they might expect. I did contact the company and didn't receive a reply. Also I think the company should let the customer know if they don't have stock rather than the other way round, this is called customer service. Really, we are all singing from the same hymn sheet here, so let's not get upset with each other.....and no offence taken.
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so let's not get upset with each other.....and no offence taken.
I couldn't agree more. :-))
DM
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Westbourne Model Centre is my local model boat shop. Over the years supply and stock of parts has noticeably declined. Service is not much better unless you are buying something expensive. At £6 a time for diesel and parking I've given up and now use Cornwall Model Boats postal service.
Buccaneer
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I'm not normally one to whinge publicly, however in this case I feel it is right to.
I placed an order on the 20th august, the money went straight out of my account as expected.
I didn't receive a confirmation email, nor any other correspondence. I tried emailing them, no reply, rang the other day a few different times, no answer.
I know it was only 2 weeks I waited but I wasn't even sure they had got the order... until it arrived today.
I think a little communication somewhere along the line would improve things drastically!
Just my experiences.
Steven
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Been there done that, had the same experience three years ago, never dealt with them again >>:-(
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I found them very poor 7 weeks to get my order so never dealt with them again and never will
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In my opinion Westbourne used to be THE place for mail order.
Recently placed an online order for around £40, money was taken straight away, waited 3 weeks, nothing.
Phoned them to find that item was out of stock and indeed deleted by manufacturers, asked for a refund, 2 weeks later still waiting for it.
I hope my fathers business didn't go downhill quite so fast when I took it over !
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Hi all
Have to say that I too gave up on Westbournes following a lengthy wait for goods ordered followed
by phone calls with no result. The excuse was they were waiting for stock - for nearly two months??
Corixa
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Not wanting to stir the pot, and not being familiar with the company but reading what has been said so far,
consider this.
By taking payment immediately an organisation is able to use your money, for example, putting it on the short term money market, which pays them interest, before giving it back to you some time later as a refund. In Robs post, had his 40 quid to use for 5 weeks.
Banks for example in Oz, also do such things with your money, for example a cheque takes a minimum three days to clear before you can access the funds, no it doesn't.
It is wise, to only shop where it is clearly stated that no payment is taken/debited from your account until the goods are actually dispatched, this should be the norm.
Also pay by credit card and if your card is debited and no goods arrive in what you consider a reasonable time make a claim immediately for refund, for an unauthorised transaction goods not suppled, with your bank, who will reverse all charges.
Also some suppliers, are deafeningly quite, even when asked, regarding non payment of VAT for overseas customers.
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Let's not get carried away here. This is a small shop and perhaps not being managed as well as it might be. Short term money market simply isn't an issue.
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Also some suppliers, are deafeningly quite, even when asked, regarding non payment of VAT for overseas customers.
very much so and not just in the modelling fraternity
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Let's not get carried away here. This is a small shop and perhaps not being managed as well as it might be. Short term money market simply isn't an issue.
Not knowing the company, I bow to your knowledge, is liquidity an issue affecting the tardy refunds??
Also the company blurb, see link below, seems to instil a confidence contrary, to the experiences recounted herein. {:-{ {:-{
http://www.westbourne-model.co.uk/acatalog/info.html (http://www.westbourne-model.co.uk/acatalog/info.html)
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OK. If no-one is prepared to stand up in the opposite corner I might as well add my tuppence-worth.
Westbourne Models was perhaps the best mail-order model boat retailer in the country and likely one of the best-known in the world. Owned and run by Barry Shanks, they knew exactly what items to stock and how to treat their customers. Their website was very comprehensive and orders were fulfilled within a couple of days. I remember always getting a hand-written "thank you" note from Barry. I don't suppose for a second that this was restricted to me, either.
Things have changed since Barry retired. I paid a visit to the shop earlier this year and was frankly shocked at the state of it. Granted the flow of model boat goods from major suppliers Graupner and Robbe has been unreliable in the recent past, but even so the stock level was low and what there was was poorly displayed. There were unpacked orders all over the floor and one counter, awaiting the delivery of other items to complete them, maybe? The two guys in there seemed not to care that there was a customer in the shop and the feeling I had was that they were just going through the motions. Their website shop is a misleading representation of the stocks available and the level of service you will receive. Whilst not illegal, taking customer's money without advising them that items are ex-stock is bad form*. It takes only a couple of minutes to send an E-Mail.
I'm not at all surprised at the level of dissatisfaction revealed by this thread. While no mail-order supplier could be expected to be perfect 100% of the time - and accepting that mistakes can be made is part of trading with them, I'm afraid - it's clear that Westbourne Models is well past its best-by date. I won't be using them again but I can also endorse Cornwall Model Boats as a worthy replacement.
Shame.
Dave M
*Just spotted this on the website: "We do not charge for any item until it is ready to ship. Backordered items are not charged until they are shipped."
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Dave,
Thank you, sad to hear, very much appreciated :-)) :-))
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I was there the first day Barry "retired".
His lad was taking over and his vision for the company was to be at least 90% internet sales and downsizing the shop, possibly moving to far smaller premises.
It seems this has unfortunately led to a massive downturn in customer service.
This is against the background of this business being the benchmark of customer service, availability and quality.
Bob
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Very sad to hear <:( . I have dealt with Westbourne in the past when Barry was in charge and, like others, found them excellent to deal with. Based on what I'm reading here I would hesitate to deal with them again.
Peter.
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Very much the same experience here.
Historically orders were dealt with very quickly and the service was excellent. I placed an order last year and waited 6 weeks for it to turn up before having to demand a refund and wait another 2 weeks for that to come through.
Haven't dealt with them since and have no intention of doing so.
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Bought some robbe trim tabs off them, money taken. 6 weeks later nothing so phoned. Apparently out of stock and no eta on restocking. Asked for a refund, was told it was sent. After the their time explaining I hadn't received my money back I gave up.
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Bought some robbe trim tabs off them, money taken. 6 weeks later nothing so phoned. Apparently out of stock and no eta on restocking. Asked for a refund, was told it was sent. After the their time explaining I hadn't received my money back I gave up.
How did you pay?How was it supposed to have been refunded?
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Paid via debit card, I guess refunded as a payment back to my account.
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Hmm, 22 posts and not a single positive comment,
I wonder if Westbourne model centre read these forums and if they do do they realy care, it would be interesting to here their comments.
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Paid via debit card, I guess refunded as a payment back to my account.
Tom
You're looking at what - £14ish? Why should they have it? The buggers are probably laughing at you. Get them to state in writing that the refund has been made, how and when it was made and the details of the account to which it was paid. Tell them you will allow them 14 days to reply, then go to Citizens Advice for the SP on how to proceed with a case against them under the Distance Selling legislation. Keeping a customer's money without supplying goods and with no intention of refunding it is theft. Rattle their cage hard enough and I bet £14 falls out. This might be useful http://www.which.co.uk/consumer-rights/action/letter-to-complain-about-undelivered-goods (http://www.which.co.uk/consumer-rights/action/letter-to-complain-about-undelivered-goods)
Leaky B
I'm a little surprised that not a single person has written to say how happy he has been etc. As I said initially, these threads usually end up as a stalemate between the fans and the naysayers, but not apparently in this case. As for the owners of the shop, bad news usually travels fast in such a small trade so I'd be equally surprised if they weren't aware of this discussion. All of this may be an indication of how much it bothers them.
DM
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Paid via debit card, I guess refunded as a payment back to my account.
Card payments are usually made back to the card used, so before reaching for the weaponry suggested by DM it might be a good idea to check your bank statements (carefully) to see if it was in fact refunded.
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If it's a Visa Debit card you can get a a charge back. AFAIK it's not law in the same way as it would be with a credit card but it is part of the VISA rules. You should be able to get a refund by contacting VISA I believe.
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sadly it's not the first good trading company to be ruined by the "can't be arsed" attitude of kith and kin.......
Xxxxxxxx models in Blackpool went the same way....
Xxxxxxxxthe owner had been running it for years and it was a good trading shop.......then he passed it over to his son Xxxxxxxx......who basically cba with it....................
I was often there for opening doors at 10.00am, for him to finally turn up if he wanted to at gone 11.00am ,if he turned up at all.
Sadly the ownership and enthusiasm cannot always be passed down the family to be run with the same enthusiasm as the original founder of the business............and that is a real shame.
Neil.
Sorry Neil, don't want us to get sued! Admin
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I was in Westbourns about 2 years ago ,the shop was in a bit of a state but to me it looked as if thy were snowed under with work,packing and models in for repair ,Service was good and had every thing I needed .Because I was not local he asked how I had found the shop ,I told him about mayhem ,ahhh that when it went a bit different .Said he did not use it or look at it for reasons he would not say . I do not know the man or who he was but there seemed to be some sort of history there .
I paid the bill thanked him for his help which was all I wanted and left ,that was 2years ago .
Going to Southampton next week if I get time I might just nip along to Bournmouth.
David.
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My two'pennyworth...
I find with Westbourne that if you call them and speak to the chap with the South African accent (I don't know his name, but I do know that he only works part time, which is a shame) he will tell you if the items you want are in stock or not, he will keep you informed as to the state of your order, and generally do his utmost to help you out.
I bought all the bits for my FC-16 tx from them, and had no problems at all.
Rich
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I ordered some parts from them Saturday just gone, they were on work bench on the following Tuesday morning. I have been dealing with them for the last twelve or thirteen years, never had a problem. Just the luck of the draw I suppose.
Phil
Devon
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Good to hear a positive report Phil.
Despite my own negative experiences with them the industry around our hobby is too small to sustain loosing too many more local shops and the range and availability of items suffers greatly for the losses sustained so far.
If Westbourne can get themselves back on track it's so much the better for all of us.
Alex
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Ah! The Seventh Cavalry - just in the nick of time!
Seriously, I think the moral here, as should be applied to any model shop, is to ring in advance of ordering or travelling to make sure that your intended purchase is in stock. If you're in the area anyway or just going to have a browse round then there's much less scope for complaint - just be careful where you tread.....
The problem with this particular shop is the degree to which their service and stock levels are perceived to have fallen i.e. when you've been so much better than the rest for so long it's a helluva long fall from grace when it eventually comes. As I said earlier, it's a shame.
Just as an addendum, I hope most folk by now will have heard that Graupner were taken over around two years ago by the Korean company which makes their "Graupner HOTT" radio sets. According to one trade insider the new owners haven't much of a clue about how to run a model wholesale and manufacturing business, with the result that most of the boat kits and accessories have been discontinued. Some retailers have been quick to look for alternatives and remove the unobtainable stuff from their websites, but others are still clinging on in the hope that these items will somehow be re-introduced. The smart money says there's no chance of that happening. My advice is that if you're planning on buying anything with a Graupner label then you MUST confirm that the item is actually physically in stock before you part with your money. A retailer who takes your money and then orders such an item is living in the past - the likelihood of his obtaining it is pretty remote. There's also a rumour that Robbe isn't in a very good state of health either, so much the same would seem to apply there.
Dave M
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Personally I have no axe to grind as I am not a customer of the company and much prefer to deal with 'small' companies like Mark's Model Bits, Model Boat Bits and Puffin Models that are run by genuine enthusiasts and have given me excellent and friendly service.
It is such a shame to hear of any company going downhill because, as others have already said, this hobby cannot afford to loose any suppliers.
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Ah! The Seventh Cavalry - just in the nick of time!
Seriously, I think the moral here, as should be applied to any model shop, is to ring in advance of ordering or travelling to make sure that your intended purchase is in stock. If you're in the area anyway or just going to have a browse round then there's much less scope for complaint - just be careful where you tread.....
The problem with this particular shop is the degree to which their service and stock levels are perceived to have fallen i.e. when you've been so much better than the rest for so long it's a helluva long fall from grace when it eventually comes. As I said earlier, it's a shame.
Just as an addendum, I hope most folk by now will have heard that Graupner were taken over around two years ago by the Korean company which makes their "Graupner HOTT" radio sets. According to one trade insider the new owners haven't much of a clue about how to run a model wholesale and manufacturing business, with the result that most of the boat kits and accessories have been discontinued. Some retailers have been quick to look for alternatives and remove the unobtainable stuff from their websites, but others are still clinging on in the hope that these items will somehow be re-introduced. The smart money says there's no chance of that happening. My advice is that if you're planning on buying anything with a Graupner label then you MUST confirm that the item is actually physically in stock before you part with your money. A retailer who takes your money and then orders such an item is living in the past - the likelihood of his obtaining it is pretty remote. There's also a rumour that Robbe isn't in a very good state of health either, so much the same would seem to apply there.
Dave M
Any web business should have proper stock control and stock level indication on there web site. In this day and age not having it is pretty poor TBH. Im still hoping for a graupner resurgence in some form (so these long promised version 2 kits get released). Robbe parts seem to be getting easier to obtain though and the cornwall models site say the situation has improved.
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sadly it's not the first good trading company to be ruined by the "can't be arsed" attitude of kith and kin.......
Xxxxxxxx models in Blackpool went the same way....
Xxxxxxxxthe owner had been running it for years and it was a good trading shop.......then he passed it over to his son Xxxxxxxx......who basically cba with it....................
I was often there for opening doors at 10.00am, for him to finally turn up if he wanted to at gone 11.00am ,if he turned up at all.
Sadly the ownership and enthusiasm cannot always be passed down the family to be run with the same enthusiasm as the original founder of the business............and that is a real shame.
Neil.
Sorry Neil, don't want us to get sued! Admin
No probs guys....sorry. neil.
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:-)) Cheers Neil.
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Hi All
Oh dear things aren't sounding good for Westbourne are they :(( . The very first person I spoke to about model boats when I started about 7/8 years ago was Barry and he was so helpful and always was when I phoned haven't done any modelling since Barry finished due to moving house etc in life !! But on reading all the threads on this subject not sure when I get back into modelling I will be using them which is very sad because they always were very good but times seemed to have changed which is a great shame.
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Are they still in business? No one answers the phone or responds to emails? Been waiting for an order for over a month and so sign of it.
Is it just me?
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Yep, still going...you do need to a fresh cuppa by your side when you call them, though.
Rich
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Wish I'd seen this thread before I placed an order with them. It was just for a couple of small parts but its really frustrating when you need those parts and it holds up your build!! So far less than impressed with them and thats and understatement! {:-{
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Topics merged as a new thread was started. I have removed some of the comments that have advised we do this.
Thanks for pointing it out everyone.
Ken
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HI Guys
Has anyone down in Bournemouth walked passed Westbourne Model Shop lately ?
If so can you please tell me if they are open and trading ?
Thank you and Hope you all have Happy and Peaceful Christmas Reg
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There was a thread about them a while back...'the reviews were mixed', as they say. http://www.modelboatmayhem.co.uk/forum/index.php/topic,48561.0.html
To be fair, I have never had any dealings with them, and am just hoping to help by providing that link.
Tom
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REG
Dealt with them for years but I phone my order, Best try that
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I tried to use them once placed an order for a few bits and pieces, waited 2 weeks before they emailed me to say they were not in stock.
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I entered an order on Westbourne's website on December 24. No acknowledgement has been received (nor the merchandise delivered), in spite of two additional emails sent to them. Can someone tell me what it takes to get Westbourne to respond? Are they in business and open?
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Been there done that, won't be doing it again. %% %% >>:-(
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Unfortunately, not an uncommon question here on Mayhem.
PM me your name, address and order ref, and I'll ring them for you.
Martin
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Tanks, Martin, I sent you a PM.
Just a note to all, I am trying to buy two of the Robbe Tiller Arms, p/n 1483-3465.
I tried to order the same thing from Cornwall Models, and after emailing them, they said it was out of stock.
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I think you'll find that most businesses in this country will shut at the latest on Christmas eve, and not re open till jan 5th......so give them a little leeway......even these guys need a break from you hungry modellers,. <*<
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Noted. I sort of thought they might be closed for the holidays.
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You'll be better off calling them on the 'phone, and if possible, try to speak to the chap with the South African accent (Gary, I believe his name is?) he knows what he's talking about.
Rich
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Hi CG
I wish I could make westbourn's respond too
I e-maild them an order on 15 October last year
the money came out of my account on the 17 Oct
and I am still waiting after sending them 4 polite e-mail s
and 3 letters, no one picks up the phone there to let you
know if thay have it in stock ,if thay have lost the order
if thay have sent it, if the PO has lost it, {:-{
hope you have more Luck with them than me
Reg
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I was not going to chime in on this, but I had a bad experience with them a couple of years ago. Drove down there and bought a complete Engle sub, including all the Engle bits that don't come with the 'kit' (Why do Engle do that?). Turned out a large four figure sum, which they totted up on their screen and deducted it from my plastic. It then turned that out a lot of it wasn't in stock. Said they'd mail it all on to me. No itemised receipt, just a credit card slip. I took it on trust they had the full details.
Well, only some of it arrived. After loads of flatting about, and not having an itemised receipt, eventually I gave up and figured out what I was still missing to order direct from Engle in Germany. Expensive mistake.
No, I will not deal with them again.
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That's why I always call them prior to ordering anything...ask if it's in stock, if yes...then flex the plastic. I tend to do that with anything I buy online, not only from Westbourne, but any shop.
Rich
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That's why I always call them prior to ordering anything...ask if it's in stock, if yes...then flex the plastic. I tend to do that with anything I buy online, not only from Westbourne, but any shop.
Rich
That's why I drove down there is person. The sheer quantity of essential 'extras' is not very apparent.
It was only after deducting my card that they admitted a lot of it wasn't in stock. I came home with the giant box and some other bits. Wish I had ordered from Germany. Engle were very helpful, speaking good English too.
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OK, how about Dean's Marine? Are they a reliable supplier via email orders? I see they have tiller arms.
Or any other vendor, who sells tiller arms??? AAARRRRGGGGHHHH! >>:-(
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Hi.
what about here. seems to have a large range added the contact details so you can enquire about stock.
can you not get what you want from a supplier in the USA ??
frank
http://www.riversidemodels.co.uk/Model_Boat_Accessories.htm (http://www.riversidemodels.co.uk/Model_Boat_Accessories.htm)
http://www.riversidemodels.co.uk/contact.htm (http://www.riversidemodels.co.uk/contact.htm)
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Thanks. I may try those people, once Martin has had time to call Westbourne on Monday.
I could not find that particular Robbe tiller arm on several US sites. Just being picky.
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Have you tried Cornwall Model Boats? They have an extensive online catalogue and it tells you if its in stock or an expected delivery date. I've always had good service from them, even receiving stuff to my home in Spain as well as the UK.
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Hi.
what about here. seems to have a large range added the contact details so you can enquire about stock.
can you not get what you want from a supplier in the USA ??
frank
http://www.riversidemodels.co.uk/Model_Boat_Accessories.htm (http://www.riversidemodels.co.uk/Model_Boat_Accessories.htm)
http://www.riversidemodels.co.uk/contact.htm (http://www.riversidemodels.co.uk/contact.htm)
I have used Riverside Models via their eBay listings. Always prompt service to the UK
Barrie
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Wish I had seen this post a few days ago. I have recently ordered from Westbourne and note that my credit card was debited on the day of order but have had no acknowledgement of the order or response to an e-mail about when I can expect delivery. As with several other posts I wont be using them again.
Shaun
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Many thanks for that link, Frank - very useful.
As for debiting a card before sending out the goods, there's no excuse for it - it's dishonest.
DM
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Many thanks for that link, Frank - very useful.
As for debiting a card before sending out the goods, there's no excuse for it - it's dishonest.
DM
And debiting a customers card whilst in their shop when they do not have the goods . . .
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And debiting a customers card whilst in their shop when they do not have the goods . . .
Presumptuous of them, to say the very least, but you could have stood your ground and insisted on paying only for the items you were taking away with you. You would then have been free to obtain the goods elsewhere; no reasonable trader could have objected to that, given that they were unable to supply you on request. You were properly hoodwinked and I have some sympathy for you, but I'm sure you'd admit (even though it's with hindsight) that it was rather foolish to walk out of the shop with only part of what you'd driven there and paid for.
Where a customer orders by phone or on-line; is not told that the goods are out of stock, but still has his card debited at that time is a different level of sharp-practice - which I view as dishonesty. From what I've heard and seen on this forum these guys seem well-versed in all types of it. Given the hard work that Barry Shanks had put into building up the reputation of this business it's a crying shame that it's come to this.
DM
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DM: In hindsight, I would agree, and certainly will not make that mistake again. I had the big 'kit' box, which I had looked inside of, and a bag of various 'loose extras'. I was relying on their 'industry expertise' in Engle subs, and dumbly had not demanded an itemised list including all 'to follow' items clearly highlighted. eg: Special servos, X Tail mixer, Leveller PCB, special battery for the new F14 Tx, none of which I ever got. I reckon that without a list, plus delivery times from Germany, they eventually lost sight of what I'd had and what was owed.
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Sad is it not I remember reading a large glowing report on this shop back in the day in a model boats mag still got it somewhere gods gift to modellers then :((
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Sad is it not I remember reading a large glowing report on this shop back in the day in a model boats mag still got it somewhere gods gift to modellers then :((
I know, I wrote it, and it was true at the time!
Colin
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I tried to ring them 4 or 5 times today, no answer then constantly engaged......
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No change there then {:-{
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I know, I wrote it, and it was true at the time!
Colin
I Know you did and never believed anything you wrote since {-)
Jay
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I Know you did and never believed anything you wrote since {-)
Quite right Jay, I just make it all up as I go along in the finest traditions of model boating journalism.... %%
Colin
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Sorry gents But I was in the shop today and they were ! answering two !!!! phones as they where serving customers !!!!!! And completing orders. I was in for about hour as Martin was sorting and Radio issue.
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Sorry gents But I was in the shop today and they were ! answering two !!!! phones as they where serving customers !!!!!! And completing orders. I was in for about hour as Martin was sorting and Radio issue.
Did you get what you needed?
Ned
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Hey Dave,
Thanks for that post, at least it says there is someone there, however given the discontent apparent here there is obviously a problem, maybe with staffing levels, I have rung three times today and the phone has just rung and rung with no answer.
Shaun
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Mock it as much as you like but E-bay and payment through Paypal is the way to go.
My very first order was a disaster but Paypal refunded me in full. Since then I have ordered several-hundred pounds worth of stuff from various Chinese vendors and have had not a single problem, I have been very satisfied with the goods and the service each of the vendors has supplied.
I mostly choose suppliers who offer free postage - I cannot get my head around sharks (mostly in USA, and a few in UK) who want up to a hundred dollars for postage on a ten-dollar item that the Chinese can post for free.
Alright, so it takes a week-or-two waiting for the postman but it seems some of you guys have waited far longer and still not got the goods you paid for.
Geoff
Thailand.
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Hi,
From experience of members of my boat club I would go elsewhere for your purchases several of our members have had nothing but bad experiences with this company, however it is your choice who you decide to do business with. Personally I do not think that all the adverse comments about bad service can be wrong but its your choice at the end of the day. Hope this helps.
Cheers,
Peter. :-))
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I am going to wait "patiently" for a few more days, and see if Westbourne shows me any progress towards filling my order. I inquired today about canceling the payment with my credit card company, and yes, Westbourne has already charged me.
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Well thats one off my I think i,ll try list.
Regards Howard
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they need to be reported to trading standards by all you guys.....the more that report it for these shady practices the quicker TS will look into it...............I wouldn't stand for it myself..............also if you reported them to your credit card companies they would soon withdraw that service from Westbourne..........and they wouldn't like that as probably 90% of their trade is in cc payments......you are all too soft on companies like this. neil. >>:-( >>:-(
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Mock it as much as you like but EBay and payment through Paypal is the way to go.
My very first order was a disaster but Paypal refunded me in full. Since then I have ordered several-hundred pounds worth of stuff from various Chinese vendors and have had not a single problem, I have been very satisfied with the goods and the service each of the vendors has supplied.
I mostly choose suppliers who offer free postage - I cannot get my head around sharks (mostly in USA, and a few in UK) who want up to a hundred dollars for postage on a ten-dollar item that the Chinese can post for free.
Alright, so it takes a week-or-two waiting for the postman but it seems some of you guys have waited far longer and still not got the goods you paid for.
Geoff
Thailand.
No No No.
Paypal is not all it is cracked up to be.
Don't forget it is owned by eBay hence why Paypal is the preferred, no the mandatory transaction method with eBay, they get paid twice for the same transaction.
Latest bad experience was with Paypal debiting my credit card for some hundreds of dollars before I approved payment.
Long story short, via my bank claimed refund due to unauthorised transaction all monies refunded and haven't dealt with that (HK)merchant since. The merchant only offers payment via paypal which is shifty business and charges steep postage.
Using your bank Credit card for payments are safer.
Yes free postage from China is the way to go.
Back to thread you can always make a claim for a refund to your bank for goods not received.
Been there done that and got all monies refunded.
So if Westbourne haven't delivered the goods or any responses in say ????? a month/couple weeks, claim your money back.
Eventually if everyone claims they get the message whilst you get your money
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Only very recently started building model boats and to date have ordered on line from Cornwall Model Boats and Model Dockyard, no problems with either. Items ordered in stock and delivered within 3-5 days.
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I have worked in the retail trade and one think I have learnt is make the shop work for you if they want your money. These are the best steps any one can take before you place an order with any UK company.
1. Check the list of items for sale.
2. Make a list of the items you require with catalogue/part number/reference number and the quantity you require with there price.
3. Ask if they can supply the items and list any item they do not have in stock by Email and await thier response.
If they want your money they will respond with the items held in stock. That should confirm that they want your money.
4. When the request for what they do have has been received, place the order with one extra stipulation. If any item can not be for-filling for your order, please do not charge for it on final payment.
Any item they do not have, ask them to let you know when its back in stock, then and only then place an order for the items still required.
This way the company must respond and if they do not they should not get your business. The company with the best customer care will win in the end and those who have a poor customer care will slowly go out of business.
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What gets me about all this is the fact that Westbourne seem to be a reputable company with large (expensive?) ads in the modelling mags. Yet they offer seemingly awful or no service to their customers.
HOW DO THEY SURVIVE AS A BUSINESS? Has it just become a front for a ripoff company? ie take as much cash by card as possible and then do a fly by night runner? It just seems an odd way to run a company, unless you are Michael O Leary (Ryanair) with a multi million £ company you can't treat your customers like crap and survive, even in his case it began to rub off and they have changed to better customer relations.
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Westbourne are a small family owned business which have enjoyed a very good reputation in the past but it would appear from the comments above that standards have slipped somewhat following the retirement of the original owner. I don't think they can be described as 'rip off' merchants but things do seem to have become a bit disorganised and I would agree with the comments above that it is not good business practice to take people's money when there is no guarantee that the ordered items can actually be obtained within a very short time.
Colin
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If you payed by Credit Card...you are ok
Under the credit terms and agreements, clause 75...you are entitled to all your money back, for failure to deliver goods....
It works and is real, was on the Martin Lewis program :-)
http://www.moneysavingexpert.com/shopping/section75-protect-your-purchases
:-))
As Neil says something should be done, this is an all too common theme on these boards...ive never had any dealings with them and I never will under the current regime, who can afford to risk it....If everyone strated going through the credit clause 75 that had issues, the credit card facilitators would soon be clamping down on them.
Cornwall model boats have never let me down..
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Hi Colin,
I understand what you are saying re the small family business but if you take somebodys money for goods that you cannot supply surely this is dishonest, after all the complaints we have heard of you would think that common sense would be used and at least inform the customer that certain goods are not in stock consequently any payment taken would be adjusted accordingly. Perhaps I am making it too simple but it seems logical to me.
Regards,
Peter.
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If you walk into their shop choose what you want pay for it and walk out with it tucked under your arm, that they can handle, they are also good at discussing items/querys/problems/ with customers in the shop with the phones ringing in the background, that's not a guess, I was in there some time ago and that's what was happening, in fact one of them who was chatting to a customer went and picked up the phone and put it down again to silence it, after hanging around for 30 minutes I managed to get what I wanted paid and left.
It seems to me they are trying to run the business like a model shop of old while still trying to run the high volume mail order side, and failing badly, Cornwall Model Boats are very good at mail order because that's all they do, If any of you are into model railways you no doubt know of Gaugemaster that have a very large shop in Ford, where they also chat with customers about problems/ requirments etc. and they also run a very good mail order service and they achieve this because it's run as seperate departments under one roof each with it's own staff so if you phone it gets answered because you are not talking to staff who are serving customers.
As soon as I have I have a bad experience with a company they go on my black list, there are enough very good suppliers out there. O0
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Perhaps someone should point them in the direction of these forums to let them see how disatisfied some of their customers are, they may even come on here themselves to explain their side.
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Leaky Bottom,
I have pointed them in the direction of this thread by e-mail and wait with bated breath to see if they answer.
Shaun
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I don't understand all the fuss...it's dead simple, pick up the phone, give them your list of bits you need, and wait for the reply. Pay for what they have in stock, ask when the remaining items will arrive, and either order them or go elsewhere. Not just Westbourne, but any shop...no problem.
I wanted some parts for my Robbe F-16 tx...called Westbourne, got through after a couple of tries, told them what I wanted, they had all the parts in stock I needed apart from the tx tray...on back order, will be about three weeks. I paid for what I wanted and they promised to email me when the tray became available....couple of weeks or so later I received an email from W/Bourne telling me the tray was in stock if I still wanted it...I did, so I paid for it online and it turned up a couple of days later.
Perhaps I'm lucky, but they've always been ok with me.
Rich
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Calling would be a good option but for the fact it's an international call for me. Probably costs more than the 10 pounds my order was worth. That's why I am grateful to Martin for trying to call them for me. O0
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Calling would be a good option but for the fact it's an international call for me. Probably costs more than the 10 pounds my order was worth. That's why I am grateful to Martin for trying to call them for me. O0
To all those who say "pick up the phone" I say "Rubbish". If an online (web site) service is offered then it should not be necessary to phone. For many people phoning is either inconvenient, expensive or stressful (I personally do not like phoning strangers for example).
Phoning also leaves what was said open to 'discussion'. That is one great advantage of ebay and Amazon - all communications are recorded independently and despite the odd people reporting bad experiences I've never had an issue with them (I've had problems with suppliers or delivery, but it's always been sorted to my satisfaction or I've had my money back).
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[ had the same problem so now I buy elsewhere and get great service
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One thing this thread has established: I know how to open a can (or cans) or worms. :-))
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If one thing is certain about this thread that there are a lot of upset customers out there,if I was the owner of the said establishment I would be a tad worried, as a person who has never used the internet site I cannot comment but having read your reports of the service I am very unlikely to risk using it which is sad because there are so few model boat retailers,Ray.
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I have had a similar experience and certainly will not try and order from them again. Buyers beware should be the message I think!
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I have had all the same problems as listed here, Parts charged for & not received, they do not answer phones, do not answer Emails, lied that the parts had been sent already. Sent me some junk to make up for the missing parts, after 3 months of this I just gave up, never again will I deal with them. They will not be around long trading this way. I must say I have had great service from Cornwall Model Boats & Component Shop & RB models in Poland. My last order from Cornwall was here in 3 days. Mick B.
Disclaimer: The views and opinions expressed in this discussion are those of the authors and do not necessarily reflect the official policy or position of Model Boat mayhem. Admin.
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I was in a model shop a few months ago while at the coast visiting my daughter, the guy behind the counter was engrossed in his mobile phone, there was no "hello" or any offer of help. i was looking in a mirror backed display cabinet and was also watching him when the phone in the shop started to ring...and ring and ring....eventually he picked up saying sorry for wait he was full of customers and very busy, only me in there!!! Anyway it seems that the caller was chasing up something he had bought that was in for repair and had been waiting 6 weeks, the shop guy was making V signs to the phone and "idoit" gestures, unaware that I was watching him. Next he said he would have to check with steve( not the name he used) as he was dealing with it. He put the phone down and went back to his texting, after a couple minites he picked up the phone and told the caller ," steve is busy right now, but it is all in hand"
steve then arrived and was told of call, he remarked" oh! its still in the office, better send it back to manufacturer" And this seemed normal to them???
wonderful service
jenga
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They are still trading but not sure how well. We still supply them with kits
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Anyone know if they are still functioning? ordered and paid for part, nothing arrived, been ringing them all day, no reply, just messages saying this number cannot accept your call.
Bob
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I ordered few boats before Xmas online and didn't here anything , calls weren't answered and emails ignored so went out and bought same order from another supplier and delivered within a week only to get a call in mid January from Westbourne to say they had part of my order ready so got a refund (2 weeks later) so would say just keep trying to contact them
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Thanks VT, not very good customer relations though is it.
Bob
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Oh I know they never even gave me an explanation or anything and sounded cheeky when I said I wanted a refund , plus the fact it took two weeks and further calls to get the refund , my order was over £900 so not as if it was just a cheap sale
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They are well documented on here, I'm surprised people are still using them, I know I won't, there's plenty of good suppliers out there. >:-o
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Yup learnt from my mistake only go to uddingston model centre in glasgow now or Cornwall model boats
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Westbourne models has a Facebook page and are currently online updating it so might be an idea if anyone has issues contacting them to try via this page
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I am a New Zealand customer who has had great service from Westbourne Models, but ordered figures and an anchor winch, through their site, and don't seem to have received them, I ordered them the first time and they didn't turn up so I thought I had miss ordered, so I re ordered, and still haven't received anything. I have tried contacting them via email and don't seem to get any reply. Is anyone else experiencing this problem.
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Further to my earlier post ( a year ago ? ) I have finally given up on my order/ refund after many enquiries . I have since used the EXCELLENT services of CORNWALL MODELS . ...service like we used to get from the shop we are all commenting on .
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Is there a known reason for the decline in "service".
Their impressive website and commentary says they are dedicated to satisfaction etc etc.
They recommend contact by email which makes sense because telephone messages can be lost misunderstood etc etc
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Simple ans to this one....they have closed apparantly so i been told
Dave
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Anyone in the area or driving past?
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I'm going to the this shop this morning, I know martins awaiting to move to a new shop, he was open last weekend
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They're open and they are RELOCATING sometime in Oct 2015
Can we close this as people jobs are at risk
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Considering how old this post has been running and the amount of unhappy customers calls , emails etc that are going ignored for weeks or even months on end and then the staffs attitude this is obviously not an excuse as wen u contact a supplier u want an answer there and then not 6 months later when they decide to take ur money and then decide to answer you just to say it's out of stock , every other UK model shop confirms your order and dispatches within 24 hrs , if you read all the posts here most people didn't even get an answer for this but yet they still took the customers money off them right away , maybe if they can't complete orders then close the checkout area of the site until they can actually complete an order >>:-( sorry rant over but people like this really ruin UK business and forces people to fleabay etc costing even more UK jobs
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They're open and they are RELOCATING sometime in Oct 2015
Can we close this as people jobs are at risk
:o :o Doesn't make sense or answers my question.
You will note I am far away and as such rely on internet buying.
Therefore any difficult/bad experiences are important to me and aid me in who to deal with.
After all my money might be at risk so asking for the thread to be closed without justification helps nobody.
Good to hear they are relocating.
However why is there no mention of it on the site which would advise us to be patient during the transition, as did another supplier who had a closing down sale and an opening sale from the new location, in meantime with business as usual during the transition.
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Are you able to advise where they are moving to please, as I intend to holiday in Bournemouth soon.
Cheers
ken
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I called in 2 weeks ago and he was open, Had a chat with him and they are relocating a few miles away , However I can not remember the address he said.
Judging by the amount of parcels he had waiting for collection by the Mail that day , they are still pretty busy.
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Wish I read this before I ordered some parts from them! Ordered on the 17th August still not had them, and they can't say when I will have them, had the money though. Keep getting promises that they will call me back and nothing shame.
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There T&C 's seems watertight also there are 2 westbournes .com and .co.uk same address maybe left hand right hand problems
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At the end of August I paid £7.19 to Westbourne Models for some small items which, subsequently, they were unable to deliver, so I cancelled the order. In spite of emailing and phoning them, none of which they reply to or answer, they have failed to refund my money. I believe that I have read somewhere on Mayhem previously of problems with Westbourne. I realise that they have, within the last couple of weeks, moved shop but I am sure that, in view of all my emails, etc., they could have made a refund on my debit card which would have taken less than a minute. Does anyone know what I can do to get my money back off them - it is not a large amount but it has become a matter of principle.
Many thanks for any help offered. {:-{ :police:
Derek.
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As it was paid by card contact who the card is with and they will bat your corner so to speak and issue a refund
Dave
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Many thanks for your suggestion, Dave. I didn't really want to go down that route except as a last resort but will bear it in mind.
Derek.
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Only way to get your money back m8,ANY card paymet is protected
Dave
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Thanks again, Dave. I may have to do what you suggest but it is annoying that Westbourne should get away with it. >>:-( <*<
Derek.
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Thanks again, Dave. but it is annoying that Westbourne should get away with it. >>:-( <*<
Derek.
they don't..!
the bank will charge them for it and a substantial amount for having to do so, so a friend who works in the bank tells me.
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Thanks - beginning to feel better already. :-))
Derek.
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Do a quick search of the forum using westbourne as the wildcard. There is loads of similar complaints to yours, there may be some useful info to help you.
frankly with all the bad comments they receive -I've even seen these comments on a US forum! I'm surprised they are still in business.
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I think John Lambert has stopped supplying them.
For what reason I do not know.
Ned
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I was recently on holiday in Poole and decided to trip over to Westbourne's shop in Bournemouth. I knew they had moved so consequently found the shop deserted with no forwarding address on the window.
A few local enquiries informed that they were 'just down the opposite road, up a lane'. They have actually moved and were in the process of unloading all their stock into what can be described as small warehouse. I didn't get a chance to browse anything as it was mostly boxed and being unpacked by the owner.
We had a chat where I mentioned the interest in the shop by our members and some of the problems you have been having. It does look like improvements are being made regarding lost and un-answered emails etc. The Web page is being worked on, so has been closed for a while.
They will be welcoming visitors to the new premises when it's all up and running and I look forward to going back and getting 'hands on' with all those lovely spares.
ken
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Ken, on behalf of MBM members, thank you for taking the trouble to:
a; Locate Westbourne Models
b; Explain customers concerns
c; relay that information on this website.
Kind regards,
Yarpie.
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I have futaba parts on back order with Westbourne for some 3 months now no replies to e-mails asked for my money back?.
may have to look at other ways of recovering my hard earned!
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This has been pretty much par for the course with them for a while now. It's a shame but no consolation to those who have had to write off their money and/or goods.
I suggest you follow the procedure set out here, and try somewhere else for your Futaba parts. I don't know whether is says so, but do keep copies of all your correspondence and make sure you send anything to them by the Signed For service. https://www.citizensadvice.org.uk/consumer/get-more-help/report-to-trading-standards/ (https://www.citizensadvice.org.uk/consumer/get-more-help/report-to-trading-standards/)
DM
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Just an add on to inertia, give Steve Webb models a ring, any Futaba parts not in stock arrived at my house within the week. Superb service and great knowlage. Also know as Servo Shop
Hope this helps
Mark
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Just an add on to inertia, give Steve Webb models a ring, any Futaba parts not in stock arrived at my house within the week. Superb service and great knowledge. Also know as Servo Shop
Hope this helps
Mark
I'll second that. This supplier is one of a select few Bookmarked in my browser. Not the cheapest prices but he always seems to have everything I need and it arrives very promptly. Do make sure you put in a reasonable order as the delivery charge for a set of servo gears can be a lot more than the price of the goods!
In case anyone is curious, my other bookmarks are Component Shop, CMB, Howes, SLEC, Gliders of Newark, Prop Shop and Model Boat Bits. I wonder how that compares with others?
DM
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thanks all for input,futaba bits more or less sorted,begs a question the website will still take you money!
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http://www.westbourne-model.co.uk/
The Retail shop has relocatedliterally across the Rd.To
Westbourne odel Centre
No 6 The Coach House
Robert Louis Stevenson rd
Westbourne
Bournemouth
BH4 8ED.
The move has caused a bit of a delay in getting things out but were going as fast as we can to catch up .
Sorry but ther Phones have been a bit of a problem due to BT taking there time still !! And are on a redirect but should be back to normal by 15th
The shop will be closed for the sfternoon of the Friday 13th
( someone's spellcheck is busted! )
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Friday the 13th was last month so things should have been 'back to normal' two weeks ago :kiss:
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Inertias list, i also have marien model boats
Mark
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I tried ordering some item from the website. after entering payment information it did not return to westbourne website.
Next morning I tried again, and this time it went through.
After a week I tried contacting westbourne, but just kept going to answerphone.
Checked my visa and two payment had been taken.
sent westbourne an email, but no reply.
Makes me wonder if this company has been taking lessons from the 'glue lady' at fivestar.
further order will not be sent to westbourne.
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I'll second that. This supplier is one of a select few Bookmarked in my browser. Not the cheapest prices but he always seems to have everything I need and it arrives very promptly. Do make sure you put in a reasonable order as the delivery charge for a set of servo gears can be a lot more than the price of the goods!
In case anyone is curious, my other bookmarks are Component Shop, CMB, Howes, SLEC, Gliders of Newark, Prop Shop and Model Boat Bits. I wonder how that compares with others?
DM
Agreed.
Having dealt with only three of the above suppliers (no names; no pack drill) i would gladly add them to my "trusted" file. Cannot speak for t'others as have not had need to use them in fairness.
Sandy.
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I ordered from Component shop, J.R.Haynes and Cornwall Model Boats recently and their help and order turnaround was in the very acceptable zone. If my order arriveas within the week I sent it including weekends then I am satisfied.
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I ordered from Component shop, J.R.Haynes and Cornwall Model Boats recently and their help and order turnaround was in the very acceptable zone. If my order arriveas within the week I sent it including weekends then I am satisfied.
Honest question from me in relation to the above comment - IF it was going to take longer than a week to arrive AND you were notified of that fact in advance (because the parts had to be made for instance), would that be acceptable too? I have a fear that someone who orders a kit from me might get shirty because I am waiting for the hull to be made, even though I told them so at the outset - purely hypothetical at this time you understand.....
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Carlmt, the problem is Westbourne dont comunicate, if you have told the buyer that there is a problem, told them how that problem is coming allong you will have few problems.
Having said that, you will always have a winger who wants it NOW,
Hope this helps
Mark
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If you are straightforward and upfront about delivery times then there can be no complaint providing that you keep to your stated delivery time or, if not for any reason, keep the customer informed. People are OK if they know what is happening, they only complain if they feel they are being kept in the dark or messed around with.
But don't make promises you may not be able to keep! Best to be pessimistically realistic then customers will be delighted when their goods arrive a bit sooner than expected.
Colin
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Carlmt, the problem is Westbourne dont comunicate, if you have told the buyer that there is a problem, told them how that problem is coming allong you will have few problems.
Having said that, you will always have a winger who wants it NOW,
Hope this helps
Mark
This has been my experience too Mark, I was promised something within a week , after two weeks of silence I enquired and was informed 'in another week', two weeks later the same thing, so I cancelled. Retailers should realise that customers have [usually] many other things going on in their lives and a bit of truthful communication is worthwhile, at least to retain their trust if not that particular sale! Some UK retailers seem to forget that customers have global resources at their fingertips now.
Trevor
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Managing expectations is important in retail as well as any other service industry
As others have said people are normally quite happy to wait, as long as they are advised of this at the earliest opportunity and kept informed
For example where I work, a process takes say an hour. We will say 90mins. This way if there is an issue we have time to rectify it, plus the added bonus is that if we deliver 30 mins early we look better :)
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Carl
The other golden rule is not to take payment before you are in a position to despatch the goods. There is no excuse for that.
Dave M
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We had in France two or three suppliers who took control.
They took collected the money
When they had enough orders of the customers they ordered themselves their supplier.
It could last weeks.
Thanks to the forums customer know now.
Nobody wants to order more at their home.
A bad reputation lasts one week
Good reputation lasts for years.
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I do not profess to know the ins and outs of the politics that go on throughout the modelling world, but there seems to be a lot of skulduggery going on in certain spheres of the trade that supplies the model boating fraternity, reading between the lines.
Beit cheep electrics from china and now collecting money up front before ordering it from suppliers. Is this the norm in just model boating or all aspects of the modelling hobby.
Jim.
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Don't get the wrong impression Jim. Most suppliers to the model boating world are first class. The disappointment in this topic relates mainly to one supplier which previously enjoyed a very good reputation but which appears to have now fallen short of their original high standards.
Colin
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Carl
The other golden rule is not to take payment before you are in a position to despatch the goods. There is no excuse for that.
Dave M
This is not about Westbourne but a general comment.
I am not very happy about small companies with very little security holding my credit card details on their computers and much prefer the secure payments options of PayPal & the other banking channels that retailers use - the ones with https and the locked padlock in the address bar. I doubt that the retailers have the ability to delay the payment where these secure payment methods are used.
Can they delay taking the money?
PS I try & verify that they have stock before I order.
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Don't get the wrong impression Jim. Most suppliers to the model boating world are first class. The disappointment in this topic relates mainly to one supplier which previously enjoyed a very good reputation but which appears to have now fallen short of their original high standards.
Colin
Thank you Colin.
Just a little bit clearer now. It is so hard to build up a good reputation and yet so easy to destroy it.
It is sad to hear that this is happening to this company that seems to have had, reading up in the site, such a good reputation in the past.
Jim.
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As a consumer and not a supplier, I make this comment in support of the supplier.
Suppliers NEED to verify the "colour of your money" before despatching goods. O0
There are too many nefarious folk out there for suppliers to rely on positive payment. Therefore they need confirmed payment before despatch.
I understand this. ok2
At present I am dealing with a supplier who has had the misfortune of despatching, via Royal Mail first class letter post (small in volume). He has sent my order three times (at no extra cost) because the first two deliveries failed. This retailer stood to lose £100 because of the failed deliveries, but he persevered in the interests of the customer. Thankfully, the first "failed" delivery arrived yesterday, (first class letter post....... three weeks after posting). :((
Happy to relate that I can return the first consignment back to him, and the second, should it eventually arrive.The point is; we were in communication throughout the five-week issue and had consequently built up a trust throughout the negotiations. The supplier (ends in Bits) and I developed a mutual trust because of the problem.
It does go to prove that dialogue helps in misunderstandings.
Well done the proprieter, Steve.
Sandy.
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This is not about Westbourne but a general comment.
I am not very happy about small companies with very little security holding my credit card details on their computers and much prefer the secure payments options of PayPal & the other banking channels that retailers use - the ones with https and the locked padlock in the address bar. I doubt that the retailers have the ability to delay the payment where these secure payment methods are used.
All businesses which handle credit/debit card data at any level are bound by this https://en.wikipedia.org/wiki/Payment_Card_Industry_Data_Security_Standard (https://en.wikipedia.org/wiki/Payment_Card_Industry_Data_Security_Standard)
The level of security which they are obliged to have depends on the nature of the records they keep, but is subject to a compulsory risk self-assessment and declaration at the very least. Penalties for non-compliance are very severe and their inspectors can have access to examine and inspect without warning. That's more powers than the dreaded VAT man! There's also the point that large organisations like Paypal and the banks are far more obvious and potentially lucrative targets for the professional hackers than an obscure little model boat retailer - even an honest and trusting guy like Steve Tranter.
BTW I'd advise any traders who haven't heard of the PCI DSS to get wise to it quickly - they do mean business.
DM
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This is not about Westbourne but a general comment.
I am not very happy about small companies with very little security holding my credit card details on their computers and much prefer the secure payments options of PayPal & the other banking channels that retailers use - the ones with https and the locked padlock in the address bar. I doubt that the retailers have the ability to delay the payment where these secure payment methods are used.
Can they delay taking the money?
PS I try & verify that they have stock before I order.
Just a quick point on this matter from me - we are currently in the process of setting up a secure payment method on the website for when it goes live. I cannot speak for other traders/suppliers, but in our case we will never know the card details of the customer as that side of things is handled by the provider of the 'merchant account' and 'shopping basket' (something like that anyway!). Once the customer decides to make a purchase through the website, they are taken to a secure page where their card details are entered. These are then verified by the 3rd party provider (not us!) as to the ability of the customer to pay. Only then do the funds get released to us.
Yes, it will be expensive for a small firm like ours to keep large stocks of things such as hulls (particularly), but it is our intention to have up to 5 in stock at any one time. Our website, however, will advise getting in touch before ordering to verify that a particular kit is in stock and ready to dispatch. If it isn't, then we can let the customer know when it WILL be in stock and they can then order at THAT time should they wish.
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All businesses which handle credit/debit card data at any level are bound by this https://en.wikipedia.org/wiki/Payment_Card_Industry_Data_Security_Standard (https://en.wikipedia.org/wiki/Payment_Card_Industry_Data_Security_Standard)
The level of security which they are obliged to have depends on the nature of the records they keep, but is subject to a compulsory risk self-assessment and declaration at the very least. Penalties for non-compliance are very severe and their inspectors can have access to examine and inspect without warning. That's more powers than the dreaded VAT man! There's also the point that large organisations like Paypal and the banks are far more obvious and potentially lucrative targets for the professional hackers than an obscure little model boat retailer - even an honest and trusting guy like Steve Tranter.
BTW I'd advise any traders who haven't heard of the PCI DSS to get wise to it quickly - they do mean business.
DM
Cheers Dave!!! This has been my bedside reading for the last few weeks %%
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carlmt
Sounds like your business is one of the good guys. I am sure that it is expensive & probably time consuming but there is really no alternative.
Isn't the "Payment Card Industry Data Security Standard" everybody's favourite bedtime reading?
My question is still unanswered. If the retailer does this properly & links his website to a secure payment provider is there any way that the payment can be delayed until the item is in stock? If not then it becomes even more important to ensure stock availability before ordering - which as I said is what I do anyway.
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Hello Carlmt,
Any news on when your web-site will be up and running?
www.linkspanmodels.co.uk
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Speaking from experience I am outstanding a full kit (£1000) from a well known manufacturer for near on 6years. paid in full as it was on a special offer. I think they think I may forget which is something I won't be doing, and will keep reminding them about it every few weeks, with promises of when it's due etc.
Perhaps it would be better Carl for you to do what APS does in Australia. 25% non refundable deposit when you order and the remainder when the kit is ready for dispatch :-))
Before anybody says small claims court I checked into this my money was gone, there was no money in their bank only debt so if I claimed I would be getting nothing but fresh air!
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Hello Carlmt,
Any news on when your web-site will be up and running?
www.linkspanmodels.co.uk (http://www.linkspanmodels.co.uk)
Just as soon as we bottom out the issues with the 'shopping cart'.......... Was hoping it would be sorted by now, but the issue of setting up the business account with the bank was like wading through treacle - but now this is done, it is this shopping cart malarkey that is holding things up.....
There is light at the end of the tunnel............just hope it isn't an onrushing train!!!!!!!!!
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Gingyer,
If they are still trading but have no cash,
then the threat of bankruptcy proceedings
May be an option.
You might not get your cash but it would stop
them trading and might be enough for them to
cough up.
Ned
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Gingyer,
If they are still trading but have no cash,
then the threat of bankruptcy proceedings
May be an option.
You might not get your cash but it would stop
them trading and might be enough for them to
cough up.
Ned
Ned
Have you ever met Colin?? The sight of him at the door of my premises - especially in full kilt - would make me reach for the secret cash-box within a few nanoseconds. I'd even crack open a bottle of 15-year old malt for him!
Colin
"Nudge, nudge, wink, wink, know what I mean, eh, eh?" he said. Name and shame - but politely... %) Seriously, Ned is right. No consolation or recompense for you but it would stop the buggers from ripping off anyone else.
Dave M
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The red headed Scotsman at Wicky 2010 I believe we did meet .
Ned
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Ned
Have you ever met Colin?? The sight of him at the door of my premises - especially in full kilt -!
Oh NO not the Hand stand trick again :o
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The red headed Scotsman at Wicky 2010 I believe we did meet .
Ned
Guilty as charged {-) {-)
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Has anyone any information when Westbourne will be trading and sending out back orders?
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Has anyone any information when Westbourne will be trading and sending out back orders?
Hmmmm.... good luck with that! {:-{
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Surely someone, in fact, many people who are members of MBM must have some sort of relationship with Westbourne models? They have been selling to Model Boat enthusiasts for years so must know people from the nearest clubs reasonably intimately?
So why don't they respond to all these negative comments at least with a statement or some plea for patience?
Maybe it's gone way past that and they really have gone bust and are too ashamed/scared to explain themselves.
Ps. if their website still accepts orders & payments and they are bust then they will be trading insolvent wich is against the law (obviously).
I do however scincerly hope this is one great big misunderstanding and that they do continue to trade and honour all orders placed, as this hobbie really needs local traders/specialists to survive.
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If they are insolvent then it's passed time that someone put them out of their misery. Unfortunately it costs over a grand to petition the courts and you have to be owed over £5K; that would pretty much preclude any 'wronged' retail customers. It would really need to be a major trade creditor or the Revenue.
While I can appreciate the sentiment behind the last posting these characters are knowingly taking folks' money and not supplying the goods ordered. From the number of complaints aired on this forum alone it's clear that this has happened time and time again - any talk of a misunderstanding is naive, I'm afraid.
I have no sympathy for crooks and I won't do business with anyone whom I suspect of being one. This really is a very big "caveat emptor".
DM
Legal stuff here https://www.gov.uk/apply-to-bankrupt-someone/overview (https://www.gov.uk/apply-to-bankrupt-someone/overview)
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Hello let us try of human beings
They maybe have difficulty, they have maybe a working life of lost because of internet.
They do not know how to tell it to us.
And it is not our comments which are going to help them!
Somebody can go to see them and to ask what is the problem and tell us .................
We do not become a swindler overnight.
Westbourne had good reputation.
It is not storekeepers who went(took) up a swindle with internet;
We had, here, problems with a big storekeeper who has a store and a site of sale. As Westbourne. All the designers accused it. I contacted him and I asked him what took place, he told me, I understood and I transmitted to my colleagues, since OK. he delivered very fast
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Isn't reporting a dicey shop to the local trading standards office at the local authority a good start? Costs nothing and often gets results - particularly if they get multiple complaints.
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Put away the big knives chaps.
I agree that their communication about delays etc. leaves much to be desired, but step back at take a look at this from the 'outside' for a second.....
How many on here have had 'issues' with Westbourne? Now relate that to how many active members there are on this site and then relate THAT figure to how many TOTAL members there are on this site. And that is just THIS site. I am sure that Westbourne deal with far more customers than just us on here.
So, what I am saying is, the complaints on here probably make up a very small fraction of their entire business - and they (rightly or wrongly) don't feel the need to respond. I doubt that members on Mayhem alone can bring a business to its knees regardless of the complaints.
I agree that maybe some of their ways of doing business are not what we would like, but so long as it is not illegal it is up to them.
I am in no way defending them, or trying to excuse them...........just standing back a bit and trying to see it from the outside.
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Have any of our members been satisfied customers in the last six months?
Doesn't look like from the replies on here.
Ned
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I have not ordered from this company for some years,I heard about their poor customer service a couple of years ago from a club member and fought shy of them since,I am just one customer they lost so there must quite a few more out there,their lost trade must costing them a fortune and a good reputation is easy to lose and can take forever to regain,I just hope all this can be sorted out and we can once again have confidence in this once fine retailer........Ray.
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So, what I am saying is, the complaints on here probably make up a very small fraction of their entire business - and they (rightly or wrongly) don't feel the need to respond. I doubt that members on Mayhem alone can bring a business to its knees regardless of the complaints.
I agree that maybe some of their ways of doing business are not what we would like, but so long as it is not illegal it is up to them.
Carl
By the same argument not all of the complaints are made by Mayhem members either, and then there are those numberless others who wouldn't publicise a 'deal-gone-wrong' for fear of some smart-Alec like me shouting "We told you so!". As a retired VAT auditor and fraud investigator I can say that there comes a point where 'sloppy practice' becomes so regular that it is no longer acceptable - and ultimately not even credible. Whether or not it has actually overstepped the line and become illegal here hasn't been tested yet.
Like Ray says, no-one wants to stick the knife into a once-reputable and thriving business but the fact that this issue crops up time and again, with no apparent attempt on the trader's part to respond in any way, should ring alarm bells.
Dave M
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Agreed Dave, agreed..
It is because of the comments made here, over a couple of years now, that they have lost me completely as an 'online' or telephone customer. If I am in the area and need something, I will pop in and see if they can help, but I sure wont risk a non face-to-face transaction with them.
I am just sorry that it has come to this..........
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I am thinking that the owner or an employee of Westbourne must have visited Mayhem and read this thread by now.
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The thread opener was a post from Tug Kenny, one of our Mods who had visited
the shop in October and expressed the concerns of some of our members.
They obviously know whats being said out here.
Ned
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I had my problems with them five years ago and have not used them since, if they haven't got their act together in that time I doubt they ever will.
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Sent them another e-mail, not expecting reply, like the last ones sent.
Failure to reply and I'll be contacting Trading Standards in Bournemouth.
http://www.bournemouth.gov.uk/Business/TradingStandards/AboutTradingStandards.aspx
Hate going down this route, but not left with much other choice.
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Do not forget that we are responsible.
We wanted of the cheap material coming on the other side of the planet.
We put our local suppliers in trouble
Here is the result
<:( <:( <:(
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Do not forget that we are responsible.
We wanted of the cheap material coming on the other side of the planet.
We put our local suppliers in trouble
Here is the result
<:( <:( <:(
Speak for yourself, I always try my local model shops website first, www.croppersmodels.co.uk
If they have or can order what I want I pop in there on a Saturday morning with my boy, it's much more fun than internet buying!
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Sent them another e-mail, not expecting reply, like the last ones sent.
Failure to reply and I'll be contacting Trading Standards in Bournemouth.
http://www.bournemouth.gov.uk/Business/TradingStandards/AboutTradingStandards.aspx
Hate going down this route, but not left with much other choice.
Hopefully you have already received a reply and everything is resolved but if not..........
I have no experience of any kind with Westbourne Models and so cannot comment on them specifically but this is what I would do if I found myself in a situation such as the one that you describe. The golden rule here is, I believe, evidence and to look like you mean to do something rather than just bluster & eventually go away. Draft a letter - not an email - and in it spell out the full history of your complaint including dates and send it to the registered office of the company. State that you require them to reply within say 14 days. State that you will be contacting Trading Standards unless you receive a satisfactory reply. Keep a copy. Post it to them on a signed for delivery basis so that you have evidence that they received the letter. Hopefully this will shake them into action but if not you have good evidence to support your case. If you require a 14 day reply I would allow 3 weeks before contacting Trading Standards just to make sure that there isn't a postage delay, particularly at this time of year.
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Do not forget that we are responsible.
We wanted of the cheap material coming on the other side of the planet.
We put our local suppliers in trouble
Here is the result
<:( <:( <:(
I agree with you, J-P, but there are additional factors at work here e.g. the demise of Graupner and Robbe, who used to supply a large proportion of WM's stock. It also has a lot to do with the people involved. Don't forget that CMB have a thriving business in the same market conditions.
As regards buying from my local shop, it's more expensive to park in town than it is to pay for small items to be delivered by post, and there's also no guarantee that they will have the item I want anyway (they don't do much in the way of marine modelling). If I'm desperate for a general modelling item like adhesive or enamel paint then I'll go to Gee Dee's, but it's maybe only once or twice a year. The old fashioned model shop is an endangered species. The modern shops employ cheap, non-specialist staff and stock what they can obtain and sell easiest - and that is Ready to Run plastic boats, aircraft and quadcopters from China.
Dave M
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:-))
Hello
I have a good news for you:
You can join WESTBOURNE if you call up after 10:30 am in the morning (I arrived there)
You can join WESTBOURNE by FACEBOOK
Https: // www.facebook.com / WestbourneModelsCom/
Westbourne had a problem with his site, he has hundreds of late messages
And it is going to have a new site in January 2016
Thus have a little of patience
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Have bought several kits and parts from them both direct from shop and online.
Always found them helpful.
I have not yet visited their new premises but hope to next year.
Alan
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Tried ringing 10:30 till 11:30,
just rings until bt answerphone kicks in.
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It may be necessary to call them of France ok2 {-)
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What is the problem if the answerphone kicks in? Leave your name and number and he will call you back provided the message is clear. Following is copied from his website:
"Sorry but the Phones have been a bit of a problem due to BT taking there time still !! And are on a redirect but should be back to normal by 15th."
After leaving a message this morning at 11am ... he's just phoned me back! He says that sometimes the number is redirected to his mobile, and sometimes it's switched to answerphone. And that BT have promised to come and sort the problems tomorrow Wednesday.
Jackie
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Excellent!
Let hope Westbourne get themselves their act back together and we're all singing their praises by the new year! O0
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Excellent!
Let hope Westbourne get themselves their act back together and we're all singing their praises by the new year! O0
To help our deaf users {-) {-) {-)
Ned
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:-)) Hear,hear to that :-))
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What? %% %%
Ned
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+1 for 'BITS'... one of the best...
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What is the problem if the answerphone kicks in? Leave your name and number and he will call you back provided the message is clear. Following is copied from his website:
"Sorry but the Phones have been a bit of a problem due to BT taking there time still !! And are on a redirect but should be back to normal by 15th."
After leaving a message this morning at 11am ... he's just phoned me back! He says that sometimes the number is redirected to his mobile, and sometimes it's switched to answerphone. And that BT have promised to come and sort the problems tomorrow Wednesday.
Jackie
rang them, left a clear message, nothing yet.
the 15th was November not December.
post #2 Friday 13th is November.
trading standards referred me to CAB, letter in the post to Westbourne from me requesting full refund.
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https://uk.trustpilot.com/review/www.westbourne-model.co.uk
( Trustpilot: Review and discover great companies!)
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I also had trouble with this company and was waiting for over 3 months for some parts which they eventually admitted they could no longer get. I asked for a refund which was ignored.
In the end I gave up but contacted Barclaycard who promptly refunded me the missing funds. If you pay by Barclaycard you get certain protections in the event of "dodgy" transactions and goods that don't appear from whatever vendor.
The down side is the high interest rates but for that you do get a lot of protection. For example if your card is cloned, you don't pay, if your card details are copied and stuff ordered, you don't pay. If you pay off the bill each month there is no interest either.
Legally it also gives you preferential creditor status in the event of a banckruptcy issue. Fundamentally, you don't pay for the goods, Barclaycard does and you reimburse them and Barclaycard have much more muscle then any of us as individuals!
Personally I try to keep the outstanding balance to a reasonable amount and/or pay it off as a credit card can buy you out of trouble pretty much anywhere these days, provided you have some limit left! Very usefull things indeed.
So if you have paid by Barclaycard or any other credit card I would suggest you contact them and you may well get a full refund at no cost.
Hope this helps
Geoff
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sent westbourne signed for letter, so far ignored.
contacted my credit card company. Very helpful, try contacting westbourne after 30 days, if no joy then credit card co' will retrieve the payments.
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just got model boats mag jan 2016 page 20 Westbourne has a half page ad,try phoning or e-mail they don't exist? my only other enemy is geography, Manchester to Bournemouth is a long haul come on trader be a man!!!!!!!!
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We all share your frustration with this sort of thing but as above if you have paid by credit card your are typically protected by the credit card company so whilst it's annoying not to receive the goods you should be able to claim the costs back from the credit card company.
I think how this works is that if the credit card companies get too many issues from any given trader they pull their ability to accept credit cards with the obvious results. Perhaps someone else who is more involved with the banking industry can comment on what happens, just out of interest.
G
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Credit card company has refunded payments I made.
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I have recently spoken to my credit card company and sent in the form for a refund,only one of the two payments I made was credit the other unfortunately was by debit card so a ray of sunshine.by the way a car company in my home town many years ago took deposits on new cars they could not supply,taken to court,they took the money knowing the company was in financial trouble,bad boys
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When I moved south in summer 1986 Westbourne Models became my local Model Boat Shop. I had a couple of static square riggers from them and then Work, young Family and OU Studies took over. I would still drop in if down that way and look around however. Ten years ago I returned to boating and took up RC Modelling, getting my first boat and all the RC and electronics gear from them - off the shelf. Since then I have watched the slow decline in service, availability of parts etc. The other day I needed to top up my timber supply, I'd made a bit of a mess of a deck, and decided to check out Westbourne's new shop.
I found it up a small alley, no nameplate and no display window. Basically little more than a shed with a door and a smallish window. The total area is, at my estimate, about half the size of the original shop with a stairway to a similar size upstairs that is not at the moment used as sales space. About 20 kits in boxes were put on a couple of shelves on the wall. It looked like any stock and fittings that were moveable had been lifted from the old shop and put where they would fit. Not that there were many of them. The Proprietor seemed more concerned with fixing a model car that giving the place a good clean.
Thankfully they had the wood I needed although at £6 for diesel and car parking I would not like to take a chance on them having anything too technical. I am now convinced to stick with Cornwall Model Boats. I, personally, would be surprised to see them still in business this time next year without a major effort in sorting out their Stock and the Shop.
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Just another ray of hope for abreese. Although you paid by debit card you may get your money back from your bank using a chargeback . Tell them you have paid and not recd the services paid for. I got £900 returned from a non delivery paid by debit card . Try it you can only try. Regards Gerard.
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Citizen's Advice site says ...
If you paid by debit card
Contact your bank and say you want to use the ‘chargeback scheme’. If the bank agrees, they can ask the seller’s bank to reverse the transaction and refund the money back into your account.Many bank staff don’t know about the scheme, so you might need to speak to a supervisor or manager. They might ask you to put your request in writing. You should do this within 120 days of when you paid.
I'd try even if it's over 120
Dave
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Also bear in mind this is verging on a criminal offence (What used to be called Gaining pecuniary advantage by deception (Section 16 Theft Act 1968))
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It seems such a shame that a previously valued supplier has come to this disappointing situation for no apparent good reason. An excellent reputation squandered really.
Colin
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Agreed, what a shame.
Tempora mutantur, nos et mutamur in illis ..... or fail to!
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Tempora mutantur, nos et mutamur in illis .....
Well Martin...I checked both Woolies & Coles here in OZ to see if they any in stock :P
Woolies suggested I redefine my spag...instead of spagetti :o
Coles didn't even have any suggestions >>:-(
So my simple translation or understanding of your words is......
muta = nuts in German
ntur = Turkish for smoked and dried in natural sunlight with cloves and sea salt
illis = eel in some far off Latvian regions
tempora = cold beer flour battered
So could this be beer battered smoked eel with chopped salty nuts as a side garnish?....... {-)
Derek
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As any Grammar schoolboy knows 8)
The times change, and we change with them,
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'The times change, and we change with them'
Yeah! We get old.
Colin
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Thing is are we running down an Individual or just a name. I have the review article from MB 2 full pages if I recall should anyone who never knew it then be interested in what it was like back in the day
Jay
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I wrote the review. It's very disappointing so see the subsequent reports.
Colin
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I was in the shop the day Peter (Barry, see my later answer) handed over to his son, so there has been a change of management. This has led to a massive change in direction of the business with the aim to be internet only.
Unfortunately there does seem to be problems now, such a pity.
Bob
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I was in the shop the day Peter handed over to his son, so there has been a change of management. This has led to a massive change in direction of the business with the aim to be internet only.
Unfortunately there does seem to be problems now, such a pity.
Bob
"Peter"? Surely you mean Barry (Shanks), Bob.
DM
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Oops, senility raging on now, yes Barry.
Bob
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Oops, senility raging on now, yes Barry.
Bob
Rage? Nah - don't be daft. Simple concern, Bob - just making sure that you weren't drifting off the plot!
Dave M
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Given the comments made, I find it unbelievable that Westbourne are still advertising in Model Boats FEB publication.
QUOTE "currently have on display some 300 to 400 model boats"
Has anyone received anything from them recently?
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'Given the comments made, I find it unbelievable that Westbourne are still advertising in Model Boats FEB publication.'
Not quite sure what you mean. Are you saying that they shouldn't be taking out adverts or that Model Boats shouldn't be accepting them?
Colin
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you would think with all this rattle about the shop they would maybe throw a comment or two into the mix?.
news travels.
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Thickness of Skin comes to mind.
Ned
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They do have a very nice website and that will draw custom in. Not everyone uses Mayhem or similar.
Dave
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'Given the comments made, I find it unbelievable that Westbourne are still advertising in Model Boats FEB publication.'
Not quite sure what you mean. Are you saying that they shouldn't be taking out adverts or that Model Boats shouldn't be accepting them?
Colin
As they are not fulfilling orders made from the advert, why are they still advertising anywhere.
just ripping off peoples money.
taking the money and not supplying the goods.
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Well they are still advertising in the Mayhem Traders Directory stating they have some 300 boats ON DISPLAY, somehow I doubt that. %)
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Hmmm, Yes I'll have to review that ! {:-{
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Hmmm, Yes I'll have to review that ! {:-{
Whilst you are doing that Martin can you PLEASE re do A MODEL WORLD please with the info I gave you as that address on the traders list is totally incorrect,and missleading
Dave
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There's been some changes at Nautical Marine Models too. www.modelboatfittings.co.uk I think they are now? Still Burscough based. 07762 000 000
Dave
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What is wrong with Westbourne Model Centre, I placed an order with them on 2nd January 2016, I appreciate that they have just moved across the road into new premises, I have emailed the three times with no answer I have tried to phone them more times than I can remember with not one call answered, It appears that they are good at taking our money but not very good at Delivering the goods or even responding to emails, and yet they keep advertising in the magazines. Has anyone else had problems with this company.
Colin >:-o
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Hi colint, there is a long thread you can read about the recent events concerning this company, look in the forum 'Traders section' about halfway down the 1st page, thread title 'Westbourne Models', that might answer your questions,
Trevor
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Topics merged
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My order and delivery @Westbourne Model
I made my order on Feb 11, 2016 in the webstore.
It seems it was handled promptly and delivery came this week, which is ok as it was international delivery to Finland.
They are live and in business, as far as I am concerned. So no complaints from me! :-)
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:o :o :o %)
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I ordered a 40Mhz receiver and a 40.675 RX crystal, plus a speed controller on Tuesday by phone. He said that crystals were hard to come by but he'd get one in a day or two. Parcel arrived this morning just as he said it would. No 40.675 crystal but instead he sent a 40.665 TX crystal and holder, plus a 40.665 RX crystal.
So no complaints from me on this order.
-
nice to see some good news coming from Westbourne models. I hope they they keep it up.
John
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I've only just picked up on this post and would like to say, that after over 28 years as a manufacturer of Model Railway kits and accessories, including a short venture into model boat parts, that I never accept payment until the order is produced, packed and ready to ship. I used to accept credit cards for payment, but these would never be charged until the parcel was packed and ready to go. When I started to wind the business back due to a hand injury, I dropped the cards in favour of PayPal. Just so much easier and safer as well, as mentioned somewhere earlier in this subject. They also have safeguards in place to protect both the customer and supplier, as Ebay also do.
I have seen too many manufacturers/suppliers get into trouble with accepting money up front, then the wheels fall off and you have a situation like the subject of this initial discussion.
I was into model boats long before I fell into manufacturing model railway stuff, and know APS models well. Allan and I go way back and you couldn't meet a nicer bloke! Trouble with Allan is, he likes grey boats and I don't!
Ian.
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Ian,
Not always, Al's last two were Vidal the survey ship in white & buff and FNS Fugly aka Hoche.
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, I dropped the cards in favour of PayPal. Just so much easier and safer as well, as mentioned somewhere earlier in this subject. They also have safeguards in place to protect both the customer and supplier, as Ebay also do.
Ian.
Oh I did laugh at this bit about Ebay, Paypal.
Truth is the supplier is often very poorly protected by both the above. But agree as a Buyer the world is yours, and in a lot of cases the item as well !!
PP and fleebay forums are littered with posts just like the one on the link below.
http://community.ebay.co.uk/t5/Private-Seller-Board/Why-I-m-quitting-ebay-forever/m-p/4698676#U4698676
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Hello I have just read the story appalling!
I am not a seller on ebay and do not sell much at all, but everything I do sell I photograph including 14 years ago now my car.
At my last house we had soffits and guttering and things done by a well known National company. Before it started I photographed each side of my house etc.
The initial work looked Ok but I had queried before they started whether I was protected against squirels getting in to the roof space under my wavy tiles. The original build had a cement bedding.
I was assured their 'plastic comb' would stop that. The squirels were in within 2 days. They are very noisy and like to chew through the electrics.
They came back and put an expanding brown foam in which looked awful to me but apparently this was highly delicious to my new 'friends'.
I had got some traps, and tried sealing places in my loft, which is crawl only, but ended up with a damaged right knee joint that needed an operation!
After that I wrote a letter with my photographic evidencene and after a few phone calls they came around and spent 4 days up scaffolding replacing the cement seal under the tiles all round the house.
Success but at what a cost!
regards Roy
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Oh I did laugh at this bit about Ebay, Paypal.
Truth is the supplier is often very poorly protected by both the above. But agree as a Buyer the world is yours, and in a lot of cases the item as well !!
PP and fleebay forums are littered with posts just like the one on the link below.
http://community.ebay.co.uk/t5/Private-Seller-Board/Why-I-m-quitting-ebay-forever/m-p/4698676#U4698676 (http://community.ebay.co.uk/t5/Private-Seller-Board/Why-I-m-quitting-ebay-forever/m-p/4698676#U4698676)
Read the story. the seller made some basic errors and paid the price. Both parties are equally protected with in EU law.
John
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I ordered a 40Mhz receiver and a 40.675 RX crystal, plus a speed controller on Tuesday by phone. He said that crystals were hard to come by but he'd get one in a day or two. Parcel arrived this morning just as he said it would. No 40.675 crystal but instead he sent a 40.665 TX crystal and holder, plus a 40.665 RX crystal.
So no complaints from me on this order.
I spoke too soon and have to join the chorus of dissatisfaction. :((
No invoice was with the parcel, but I remember that it came separately last time. Nothing arrived after a day or so, so I emailed via their website to ask for one. No reply.
The 40MHz receiver was as dead as a dodo. Tried phoning, but no answer. Then my bank statement arrived and I discovered that they'd overcharged me - unless the TX crystal cost nearly £25! So I had another go at phoning with no luck. A very polite email was sent again via their website a week ago, but there has been no reply to date.
Of course, when you email them via their site, there's no copy put into your Outbox so show that you've actually sent it, so I'll send a letter by recorded delivery this time. I'm not holding my breath.
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I spoke too soon and have to join the chorus of dissatisfaction. :((
No invoice was with the parcel, but I remember that it came separately last time. Nothing arrived after a day or so, so I emailed via their website to ask for one. No reply.
The 40MHz receiver was as dead as a dodo. Tried phoning, but no answer. Then my bank statement arrived and I discovered that they'd overcharged me - unless the TX crystal cost nearly £25! So I had another go at phoning with no luck. A very polite email was sent again via their website a week ago, but there has been no reply to date.
Of course, when you email them via their site, there's no copy put into your Outbox so show that you've actually sent it, so I'll send a letter by recorded delivery this time. I'm not holding my breath.
saleswestbourne@btconnect.com
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Thanks for that, I'll see if that works any better.
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Why anyone still uses this supplier is a mystery to me. There are plenty of other suppliers with a good reputation to choose from.
Charlie
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What he said :-)) well documented on here for poor service, I comment because my concern is for my fellow members getting caught by them. :((
-
They do have a nice website and I think that's what mainly catches people.
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I popped in a short while ago as I needed to top up my wood supply at short notice. £6 for diesel and car park but I needed the wood quickly so accepted that. It has been mentioned on here that their Website advertises 300-400 model boats on display. Make that 100 and you are a lot nearer the mark.
John
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Westbourne Models have been on Radio 4 today, unfortunately it was the You and Yours consumer rights programme.
They did a short article about an unhappy customer who had not received his order and mentioned how other unhappy customers were taking to modelling forums to vent their frustrations about the lack of customer support, orders or money refunds.
http://www.bbc.co.uk/programmes/b07jqr4v (http://www.bbc.co.uk/programmes/b07jqr4v) the article starts at 18:45 minutes into the programme.
-
:o :o :o What a cop out.
Says nothing. :(( :(( :((
-
I did listen to the segment....that Guy should give up his day job and run as a Politician <*<.............Derek
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Hello so I ordered some bits of westboune models last week.
When I ordered I never got an email saying they had sent or even acknowledged my order . The next day the money was taken out of my account since then I have had nothing from them.
I have phoned them 15 times since Saturday emailed 8 times left answer phone messages but no response at all.
Did anyone actually know if they are still in business ?
As I'm just about to get my bank to get my money back
Has anyone any info on them
Many thanks
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There have been many posts on here about the lack of service from WM.
If you search for them in your search box, you might find the answer you are looking for before the whole saga is pointlessly reiterated.
Jim.
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Ok really that's not good then . Ok I will have a look
Thanks
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Has anyone had any recent problems with WMB?
I've been emailing them for 3 weeks with no reply.
Impossible to reach them by phone and if you do get through it's to an answer machine and they don't call back.
Pretty quick to take my money though.
Are they taking the mickey or are they always this poor?
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There are other threads on this site about this. Best thing is if you have paid by credit or debit card is to contact your bank and get the money back.
Go to somewhere like Cornwall model boats or component shop.
Or better still ask on here before buying something and someone will tell you where to buy it that's reputable.
-
Topics merged.
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Apologies for re-opening this subject regarding poor service, but I have been trying to get a refund that I was promised after cancelling an order some time ago. Lost count of the times I have tried ringing.
I have tried emailing the following addresses from their website and this forum...
westbournemodel@yahoo.co.uk
servicewestbourne@outlook.com
saleswestbourne@btconnect.com
...but have had no response from any of these.
I will no doubt have to contact my credit card company but does anyone have the new address they have moved to as the address on their website is the old shop which has closed?
Thanks in anticipation.
Kev
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Why not ask our mutual friend Google, he knows everything - - the address is there!
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This is a weird situation. I recently ordered some bits, paid by paypal, never got the bits, but my bank account showed a refund of the correct amount. Pete
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How did you pay Kev?
If by card or paypal, approach them.
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This is a weird situation. I recently ordered some bits, paid by paypal, never got the bits, but my bank account showed a refund of the correct amount. Pete
In normal circumstances this is anything but weird. Item unavailable, here is your refund..obviously in this case though.........
I am aware of one customer of theirs who has received a fairly large item, some months ago, but has yet to be charged for it..funny old world.
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Apologies for re-opening this subject regarding poor service, but I have been trying to get a refund that I was promised after cancelling an order some time ago. Lost count of the times I have tried ringing.
I will no doubt have to contact my credit card company but does anyone have the new address they have moved to as the address on their website is the old shop which has closed?
Thanks in anticipation.
Kev
The Address on the website is the new address, their old address was 41 Seamoor Road
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Cheers chaps.
I paid by credit card but will have to wait 30 days as Westbournes Ts & Cs state refunds will be paid WITHIN 30 days.
Until then I have to keep badgering them as the credit card company will want to know what efforts I have made to resolve it with the trader direct (had this some years ago on some mole traps).
Thanks again. :-))
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Cheers chaps.
I paid by credit card but will have to wait 30 days as Westbournes Ts & Cs state refunds will be paid WITHIN 30 days.
Until then I have to keep badgering them as the credit card company will want to know what efforts I have made to resolve it with the trader direct (had this some years ago on some mole traps).
Thanks again. :-))
Just direct them to the various threads on here..
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Guys
Why would anybody still use this company {:-{
There has been so much on here about the poor service.
Cornwall model boats all the time for me.
Derek
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I would but only over the counter. {:-{
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Hi,
I think whatever has changed recently is probably a sign of the times but we must not forget the good service thay supplied in years gone by.
Rich O0
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I would but only over the counter. {:-{
In the current circumstances that would be the prudent thing to do until mail order improves.
At the end of the day the buyer must always beware.
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Hi,
I think whatever has changed recently is probably a sign of the times but we must not forget the good service thay supplied in years gone by.
Rich O0
I personally have never used them , but unfortunately years of good service is soon forgotten by poor service and will take a lot to restore trust going from the threads, shame really.
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I am More than pleased to see this thread as I was going to order some small items.
So this thread has saved me a load of frustration and trouble.
Now will look elsewhere...
Oh and now deleted the site from my favourites.
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I did read, on the RC Groups Website, that the management/running of the business changed a couple of years ago; and since then things have not been the same.
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I did read, on the RC Groups Website, that the management/running of the business changed a couple of years ago; and since then things have not been the same.
That's about the strength of it, yes.
Colin
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Martin, you may want to merge this one with the Westbourne Models buyers beware thread.
Just an update on my plight on page 14 of the above thread.... Even after numerous failed phone calls and a polite 'I am disappointed' letter sent by post, I contacted my credit card company with full details of my contact attempts and yesterday I received an email from them saying basically they have taken back the money I was owed and put it back into my account.
It was only just over £30, but how many £30s has Mr Shanks not refunded or supplied goods for thus making a tidy profit.
Obviously I shall never be buying from Westbourne Models again and will be advising other modellers not to either.
It's just a shame we cannot post honest reviews and customer service ratings on their glossy website like you can on Ebay or Amazon.
The lesson for anyone buying online is;
- Always use a credit (not debit) card (or paypal).
And if you have a dispute:
- Keep a record of all interactions with the supplier.
- Check their terms and conditions.
- Don't give up.
- NEVER buy from Westbourne Models.
Cheers
Kev.
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I read your post with interest Kev as a few years back I contacted Westbourne models regarding ordering stuff up for a build I was doing I rang 3-4 times left numerous voicemails on the answer machine even emailed my requirements through to see if they had them in stock, NOTHING back??? A member in my club said that they were moving premises and moving across the road and soon he'll be up and running again but surely you've got to keep the business going and keep customers happy and satisfied even if it was to return my voicemails / emails stating what was going on his end.
Other posts on this forum mention about model shops in the high street closing which I have to agree with is a terrible shame, here in Bristol and the size of this city we have only two model shops and really one of them only concentrates on model flying and the other one didn't have what I was looking for hence I contacted Westbourne models.
Like so many people now and because I never heard back from Westbourne models I shopped on-line, and the stuff was on my doorstep within 24 hrs great service but I did try and use my local shop first. Thankfully Kev no money was exchanged like yourself and I'm glad for you its all sorted, am I right in saying that the guy who used to run it (Barry Shanks) has now handed it over to his son???
Regards
Kevin
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The problems started when Barry retired and handed over to Martin. Barry always gave excellent customer service.
Colin
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Heard today from 3 different sources that the shop is boarded up.
Jackie
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Update - the shop is boarded up however they are still doing business by mail order.
Jackie
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Suppose it's a good idea to lock them up.
Stops disgruntled customers putting them in <*<
Ned
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The problems started when Barry retired and handed over to Martin. Barry always gave excellent customer service.
Colin
Have to agree with you . It could have been called the best model shop or in the top 3 for model boats in its heyday. Sadly a person with zero skills took over a thriving business and drove it headlong into the ground. I for one am glad to see this shop gone .
John
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Just to avoid any potential issues, please Do Not post any unsubstantiated information in this thread! :police:
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Hi All,
Are Westbound models still trading?
Regards
Joe
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should read Westbourne Models
joe
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Depends what you mean by trading <*<
You would be advised to steer clear
Ned
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Been there, and got the T shirt >:-o
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Topics merged..... :((