Hornby Anmeldelser 

I am very disappointed by Hornby’s lack of customer service. I wanted to join the collector’s club and did so online, the money was immediately taken from my bank. The order and “free” gift have never arrived, I have tried to phone but phone lines, if open at all are always busy. I have sent emails via the website but just get automated reply. A glimmer of hope came yesterday when I received notification that my parcel would be delivered today via DPD and a time slot would be notified. No timeslot so I tracked the parcel only to be told that DPD don’t have it. I grew up with Hornby products and have used them a lot, however on this showing, won’t be again. They don’t care so why would I shop with them.

Hornby sell very good detailed models to railway hobbyists and offer good choice of goods from Steam locomotives to BR / post privatization Diesel and electric locomotives (mostly UK models) along with supporting coaches, wagons and trackside models like houses, station boxes, bridges.

When items do arrive in stock Hornby dispatch straight away with good P&P rates and fast delivery - received most of items by DPD - next day delivery.

My only grumble on Hornby and fellow model manufacture companies like Bachmann, Hattons, etc is that the price of these detailed models keep going up and is getting beyond more and more people looking into buying a new train set and build up a minimum set of locos, coaches, etc.

Updated 14/10/2017 Grumble is with locomotives on average now over £150 to get a detailed loco and this is even non-digital and now prices for other items like coaches, wagons, etc becoming very expensive and pricing me and other hobbyists out of market; applies to other stockist / manufacturers like Bachmann.

Please can all model companies keep this in mind and keep costs down / controlled - otherwise there will be less sales being made and pricing hobbyists out of the market.

Shocking way to treat customers
Despite after spending hours on the Hornby website to order the new GBRf Class 66, Captain Tom Moore, I managed to secure an order to find out 4 1/2 months later actually no I cannot have one and Hornby cancelled the order due to problem with payment!!
I spoke to their customer service and said that no way was there a problem with payment for this order and that was actually incorrect, to then be told that if I had not received my order by now then it would just be cancelled.
They did not even have the curtesy to email me to say its cancelled, I just got told a load of mixed up stories from them on why my order been cancelled
No wonder again why another company is in trouble when they treat their customers like this

Had an unlucky buy from Hornby, but am delighted with their response. My new 00 Rocket ran a bit jerkily when I ran it, as suggested, on dc before fitting a decoder. I should have stopped there and then and sent it back immediately but, thinking that the cleanliness of my track may not be up to the 2-wheel drive of this unique loco, I fitted the chip - and it blew. I told Hornby the full story but they did not argue. They just repaired the Rocket and fitted a new chip. All free of charge. It now runs like clockwork (if that is the term!) Totally delighted with product and service.

I purchased a entry level mixed traffic DCC set to build into a reasonable sized layout (8X4) - neither engine would pass over the Hornby points without stopping/stuttering. Emailed and was questioned about the clips on the points, was the track clean (brand new).
In frustration I enlisted the help of a local modeler who as many years of experience - track allowed all his locos to pass the points ?? He checked the alignment of the wheels and one axel was misaligned on both 0-6-0 loco's and the electrical pickups needed adjustment - gave the guy £20 as a thank you. Sorted. Reported this to Hornby as suggested that a £20 gift voucher to cover my costs - agreed in principle - 4 weeks later still waiting.
If this is the service I get, begs the question why Rails of Sheffield have dropped Hornby after 35 years - are they getting the same lack of service??
If you are thinking about Hornby suggest you SERIOUSLY look at their competition - they seem to care.

Called Hornby this morning re a problem - only a broken buffer - on a brand new terrier. They told me to take it back to the shop - only problem is that the shop has a potential coronavirus problem, so I can't go near the place. I explained this to the technical person, and was told that they couldn't help me - it had to go back to the shop. He didn't care about me catching the virus - and I'm in an at risk group. Rubbish service - if the loco goes back to the shop, eventually, I'll be asking for a full refund. No more Hornby products for me - and I've spent a vast amount of money on their products over the years. They don't deserve the custom.

So hornby own me £4 on postage cuz the fix an issue a loco the h class.
Which was August.
I know it £4 but it a lot when you not on much money
Still waiting. I've rang and emailed them all get same reply we sorting it out.
But hornby can give free loco (£200) to a youtuber who is asking for more cuz the person can't afford all the new stuff in 2020 range that person wants in the range
Plus hornby took hattons and ros out for a meal on Monday night

Thought I would order my Grandson's Birthday present a Scalextric set direct from Hornby, on their website 3 day delivery by DPD (and we all know there is nothing wrong with DPD 100%) Ordered Sunday night email confirmation of order and tracking number, phoned Hornby Wednesday as not heard from DPD timed delivery slot, Hornby confirmed on Wednesday PM Item not picked at warehouse for delivery and could not confirm delivery by weekend, for birthday, cancelled order, and drove 100ml round trip to the nearest model shop on Thursday, Fantastic Service, NEVER again would I deal direct with Hornby terrible after sales service, took nearly a week for refund, when if paid by b.a.c.s. it could be back in the bank in under 2hrs, if there was a choice of leaving no star that is what I would of left. Shame on you Hornby

I purchased a 300 Pound GWR Class 800 train pack and it was just awful. The Train dies if I turn the lights On DCC, Hornby refused to help as they had no other reports of this happening. When you leave a review on the Hornby website it gets moderated before being posted. My 5 star reviews Get moderated In a few days but my critical reviews never get posted I Posted a critical In January and its September and its still not been posted buy from Bachmann europe instead better customer service and trains are better quality, any issues I've had Bachmann have sorted

I waited 10 months for my order to be delivered....