Hornby Anmeldelser 

Absolutely dire website. You sign in, move to another page and have to sign in again. Over and over. Tried a number of times to get in at first but nothing happened. Tried setting up a new password a few times but the link didn't work properly etc etc etc Just garbage.

Appalling customer service. After two interactions directly with Hornby, I'll never bother again.

First time, they tried to take away my statutory rights as a consumer. That is illegal, and their customer service staff/management team might need retraining to make them understand that.

Second time, they have a loco that I bought that stopped running withing a few weeks, so as requested, I sent it back. Three weeks later and I decide to check on any progress, and they can't even find the loco.

With both interactions, Hornby staff have been rude, obstructive, and arrogant. That's me done with this shocking company with an amazing history, that now sell cheap quality, expensive Chinese trash. If I don't get my property back, I will resolve through small claims court.

If the founders of Hornby could see it now, they would be ashamed.

UPDATE: Now the fools tell me that the loco has been lost, and that 'This time only, they will send a replacement'. What a bunch of idiots! You lost it, and you'll replace it because the law says you have to, not because you're doing me a favour. I have honestly never dealt with such a bunch of useless amateurs in my life. A worthless company, whose staff are utterly and completely useless. Give up Hornby, your company is doomed to fail with the operating systems and staff you have in place. I very much doubt I'll get my loco through Hornbys own efforts, so will likely have to resort to small claims court action. Very, very sad.

I sent an email to say that the loco had been posted. It was sent to the address I was told to send it to, with the job number on the outside of the box, plus allvrequired info included inside with the loco. Some fool signed for it, and that was it. Three weeks later, the fool that I sent the email to couldn't even be bothered to chase up the job that had been created and confirmed as despatched. A day after being told the loco was lost, and that Hornby 'might' replace the item, I was told I would get a replacement 'this time only'. I emailed back to ask when this would be. No reply from Hornby at all to this polite enquiry. I then get a notification to say that a courier will deliver the replacement loco the next day. And what turns up... my original loco that has had a replacement motor put in. Don't try to push a corporate response out, and imply that I got a new loco, because they either lied about having it, or actually did some leg work and found it, which is what should have happened in the first place. I simply cannot believe the level of incompetence and ignorance from Hornby, consistently. I am a new hobbyist that would have spent thousands with Hornby. I will never buy from you again. Do you really wonder why the company is only around still because someone is willing to throw money at it. Try standing on your own. The company would be gone in a year. I'll take my money to companies that deserve it from now on.

absolutely appalling customer service. Waited 2 years for a loco to be delivered, 10 months and still in warranty, when a part fell off the engine Hornby did everything possible to make it difficult for me to get it repaired. Rubbish company- I will buy from elsewhere in future.

I am new to model trains, having always loved the real life heritage trains and railways Hornby are a very well known brand. I saw an advertisement through Facebook for a Coca Cola Holidays are Coming train set.

A train for Christmastime has been on my list for a number of years, now was the time to make it a reality. I know the brand, let's give them a try. I joined up, receiving points which I could put towards the purchase there and then (which I did). The item even came with free P&P. I ordered on Thursday and the item was delivered on Friday, couldn't believe how quickly I received my first train. 🚂

I am now a member of the collectors club, let's see how things go. A good experience so far. 😊

Horrible stock control (takes weeks sometimes before delivery) and flaky chips and faulty locomotives (we had three fail over a six month period) made Hornby a really bad experience for us.

People tend to use Hornby because they remember them from when they were kids (me included!) but trust me Hornby is not the same company now.

Recently placed an order for two items that were in a sale. Changed delivery address to my neighbour due to other commitment. Contacted Hornby Hobbies early today and they stated that the items haven’t been collected by DPD local yet. Find that confusing. Due to an email stating that they been dispatched and should have been delivered yesterday.
No clear response on when the carrier will collect him?

Cheap overpriced crap. Don't waste your money. Horrendous company who basically steal your hard earned cash and send you cheap plastic products that don't even work properly! Stay clear.

Hornby have failed to deliver my LNER coronation observation car preorder, ordered years ago. Money was taken from my account as they said it had arrived in stock. When my order didn’t appear I was told by email this was due to a system error and a new order had been added. This didn’t arrive and when I inquired about this by phone I was told it was being packed and would be despatched that day. Still no order but now I’ve been told it was out of stock and that’s why my order wasn’t sent and I’ll be given a refund. So first 2 stories weren’t correct. I thought preordering direct would have guaranteed my item but sadly I was mistaken. Beware of making the same mistake.
EDIT SINCE HORNBY REPLY
Obviously I contacted Hornby Customer Services. They are the ones who eventually informed me that my model was out of stock so they would not fulfil my pre order and issued a refund for the money charged to my card.

They are scam company been in financial trouble ..have terrible customer service.. lie and not to be trusted beware!!!

See reply from Hornby very disappointed all lies

Hornby managed to lose my order in their warehouse, told monday it had been dispatched come friday nothing delivery company still waiting for it. I phone Hornby get told my order will be looked into I will get call that afternoon, nothing. Same thing happened the following monday, rang them again on the tuesday told thay were just organising a replacment I will recieve I will recieve in 3 to 4 days meaning I will have waited 2 weeks. However that afternoon I got an email telling me the item I had ordered was out of stock I was being issued a refund. I have got a very disappointed Grandson.

I bought the Pocher 917 through the Hornby web site. I ordered it on the Wednesday and received it on the Friday. Started building it and loving it. Good quality Good customer service and fantastic postage, packing and delivery. I have bought Airfix as well but had to wait a little longer , a few days, but this was less than 48 hours from purchasing to receiving.

Ordered a train set but found that the space that it would take up was too large. Looked on the website and it stated phone for a refund. Phoned and told needed in writing so email sent. Received details, by email, of how to return. Returned and received a refund in just over 48 hours.
Previous reviews stated had to wait days for a refund but that was not my experience. Customer Service answered all emails promptly with the information that I needed. Good service.

First class fantastic service. No delivery delays of a quality product. DPD right on the money with excellent tracking and accurate delivery times. An altogether great consumer experience. Plenty of Hornby bashing around but my transaction could not have been better.
The new TT120 range is awesome.

Scalextrix Order was only part delivered, I rang and spoke to Celeste who was really helpful. The problem was resolved very quickly and communication was excellent.

For a company having to raise their prices as they lose money they do not improve customer service. Marking an order dispatched then 3 working days later the order still being in the warehouse when I paid “express” is disgraceful. No apology just a written excuse when it’s still in the warehouse despite marked as dispatched.

Hornby are 💩 they are overpriced Chinese rubbish and don't buy them simply buy old Triang Wrenn or British made Meccano or Trix Ttr as wasting money on this garbage simply isn't worth it m!

I bought a Hornby train set which I received in 7th June 2024. The loco was faulty, so after speaking with customer services I returned it after only 3 days of owning it.

It is now the 26th June, Hornby still have my faulty loco. My last enquiry was a week ago, I was told the loco was still in a queue waiting to be looked at. At no point has anyone from Hornby offered me any update, I have to keep contacting them to find out what is going on.

I made the point that, given the item was faulty on arrival, Hornby should replace it with with a new one. This was ignored.

I have to say my venture into the model railway hobby has not been a great experience, I have a track laid out with no loco. However, what upsets me more is the total indifference of Hornby staff. They simply do not care.

I will build my railway eventually but I will try and avoid Hornby products in future.

I have recently purchased a second hand Hornby DCC select controller and I wish you send it to Hornby for firmware upgrade before shipping it to Hong Kong. I've made an enquiry in advance, and the CS team replied that I have to send the controller to their UK service center, the upgrade cost was £15. I then proceed with the purchase and send the unit to Hornby.

The upgrade time was terrible and took close to 2 months, I was only informed about its completion when I send an email asking about the progress. I then wishes to settle the fee by credit card with online payment, only then I was informed that online payment is not available and the only menthod is by card over phone transaction.

I find the lack of payment channel for customer service absurd. They have online payment facilities for their online shop, so not having online payment options for customer service seemed a bit unusual. It is also Hornby's responsibility to warn customer about their lack of payment channels, especially for those from overseas. Their lack of communication in this area resulted in my unit being stuck at their center. If overseas customer requires service to their Hornby product, this also means it is impossible for them to pay for any service at all. While I have been actively looking for solutions in my previous emails, they provided no alternatives and insisted there is only one way to pay. This clearly shows the Hornby's poor competence in effective customer communication, poor efficiency in the service, and their uncaring customer service.

While Hornby aims to sell the product globally through their website, my poor experience with theit customer service team clearly demonstrates the lack of commitment for Hornby to support its own products internationally. I am very disappointed by this experience, as this shows Hornby's poor competence in effective customer communication, poor efficiency in their service, and their uncaring attitude towards their customers. I would avoid Hornby products in the future.

Recently ordered a couple of airfix kits from Hornby Hobbies.

Kits arrived fairly quickly and were very well packaged.

Slight issue with one of the kits (dried out paints) but i contacted customer services and they had a new set of paints out to me within a few days.

Very happy.