Maybe I shouldn't be disappointed but I am. I returned my Bachmann Spectrum 4-4-0 to trainworld and wanted to replace that order with an order for the Roundhouse 4-4-0. They were going to charge a 15% restocking fee on the Bachmann even though I was ordering something that cost $40 dollars more. I asked if they would please waive the restocking fee since I was upping my order amount. They said no, I said forget the order and credit my card the amount minus the restocking fee. I'm not a businessman but I think they should have helped me out on this. I thought the economy was bad and they should appreciate the business. They would have made a few more bucks by helping me. Is it just me?
It's a good rant. Seems like an increasing number of business want to charge a fee for anything they can. Hold your ground, the best way is to use those who are fair, even if the cost is a little more.
Good for you, Jim. I am NOT disappointed by your standing up for what I believe was the correct action. I would have done the same thing - AND, I would have made it clear to them that I would shop elsewhere!
Wonder if you were talking to someone who actually had the authority to waive the fee or some poor part-time schmucko who was simply reciting company policy. GS
Her name was Rosa and she put me on hold to speak with the "manager". Who knows! And a restocking fee? Just to lean over and stick it back on the shelf. Maybe hit a computer button or two. I guess I'll check e-bay. I still want a Rounhouse 4-4-0 but I'll be danged if I buy from Trainworld again. It just left a nasty taste with me.
I'll bet it was a part time schmuck that doesn't know squat about the hobby. Just tryin' to keep her job. Can't really blame her, but geez, come on 15%? I could see maybe a flat fee of $5, but a 15% fee of the total retail price is just stupid. That would really add up in a hurry. George
Remember, these internet purveyors work on pretty thin margins. No way we can expect the service from them we used to enjoy so much from our local hobby shops. This is the world we have created with our discount buying habits. Sad, but we do save a lot on the stuff we buy. Ken
Hey Jim, After reading this I went to Trainworld's web-site to check their return policies. They require a return authorization number (RA) and they said that all returned items incur a 15% restock fee. Now, I take into consideration that you wanted to get a Roundhouse 4-4-0 to replace it, and they didn't want to dismiss the 15% fee. I can understand their position and yet I can't. You were replacing what you bought with another more expensive item. Maybe you caught them on a bad day. Maybe they just have been recently experiencing a rash of returns. Maybe Brooklyn is having PMS. I don't know. Their policy is stated. I'm sorry you got stuck. Maybe a phone call on my behalf asking about this and saying I won't buy and maybe if others did that and they received 10-20 calls on it, they might change their tune to be a little more customer oriented in this situation. But I'm afraid what Ken said above is 100% accurate.
I have a good friend who grew up in the Bronx and orders a lot of stuff on-line from these guys. He admits that they're generally not the friendliest people in the world (remember Annie Potts answering the phone in the movie Ghostbusters: "Whadda ya want?"). On the other hand, he's pleased with most of the deals that he gets from there. They've had some sales on HO Model Power built-up structures recently for around $6.50 each. And he's bought some nice locomotives at very cheap prices. The trade off, I guess, is that they have a take it or leave it type mentality and they really aren't too concerned if you not happy with a product or service. Pat Moreland, Union Mo.
I've always had that experience ordering anything from anybody in New York. I assumed it was because I have a German sounding name. Soup Nazis!
LOL...Chick Heil! C'mon now. That's a bit rough. Jim, I called Trainworld and spoke to the manager Paul. I explained the situation to him from my standpoint, while finding out what his side of the story was. Paul informed me that because you only ordered one item, he has operating costs to pay order takers, pullers, and packers, so he charges the 15% fee to recoup some of his operation costs. Paul did explain to me that had you ordered more than one item, you would not have been charged the 15% restocking fee, and that he would have simply exchanged the locomotives for the difference in costs. He said that it was nothing personal, just business sense. He has to cover his operation costs as his overhead is present and his profit on most items is so small. We left on very cordial terms. He was polite and professional. I can understand his position to a degree, but I also understand that paying employees is part of the overall scheme of things. I guess what it boils down to is what Ken stated earlier: The discount pricing has now come at a cost. Sorry my friend. I tried. I hope you are not discouraged. Manny
I shoulda been more detailed. I shipped it back as per the instructions. But Rosa called me and asked if I would want to just order something else instead? I told her I would check out the catalog and get back. She said to ask for her when I called. I did and gave her my new, more expensive order and then was told the restock fee would apply on the returned item. I'm not crying about it and I've done tons of business with them with a long time account. I was aware of the restock fee but it seemed Rosa was offering to let me order something else and I foolishly thought she would waive it. My bad. Never had service from them and will probably use them in the future. Just ranting.
I've never really had to return stuff to an online retailer so I don't have any input on this. Never even bought stuff from trainworld. Now a few years ago I was ordering some N scale BN stuff (ugh right? this was before I found the frisco) from walthers. I gotta say Walthers got an A++ in my book as far as customer service goes. I ordered some passenger cars and one of them the couplers were upside down on the trucks (this was before I had started teaching my self to fix things) so called em and they sent me another one and I kept the defective one with not even the slightest hassle. Then I was suppose to get a SD45 (BN) and they sent me a UP stock car. Same thing, I kept the stock car and they sent me the engine. But this was a few years ago. Any way as far as bad experience like I said I hadn't dealt with it a lot, Moral of the story: be careful. Ethan
Good advice, Ethan. I also like Walther's. I use them a lot and their catalog is a must have item for me.
