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Business Profile

Hobby Supplies

Orange Empire Model Trains

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hobby Supplies.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/18/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    After I received email correspondence from the business owner (****** ******) on the preliminary repair cost of $35 + ~$20 in parts, I dropped off my ******* locomotive (HO scale) to the store in ******, on November *******. Due to busy holiday season, I did not hear back from the business in November and December. During the month of January 2025, I received several email messages from ****** for the repair cost. The price he quoted varied. The last repair quote was $35 plus $20 for parts.On February 1, 2025, I was informed via email that the locomotive was repaired and ready to pick up. I went to the store on February 2, 2025 and the employee (*****) informed me that the repaired locomotive was not at the store. I was frustrated but decided to wait. Unfortunately, due to business owners illness, closure of store, LA fires, etc, the store was closed, and I was unable to pick up the locomotive for a while. I sent emails but the business owner was unresponsive. On March 14, 2025, ****** ****** replied my email, stating that he wont be able to repair the locomotive and instructed me to pick it up. On March 21, 2025, I called the store, prior to picking up the merchandise. The store employee told me that the locomotive was still not at the store. Since March 21st, Ive emailed multiple times to ****** but he has not responded to my inquiry. I also talked to the employee ***** on April *******, but was told the locomotive is not at the store. As of April *******, I have not received any replies ( emails or phone calls). I am very disappointed and frustrated with the owners lack of communication and business practices. I just want my merchandise (un repaired locomotive) back and never deal with ****** again.The business is not affiliated with BBB. Can you still help, without me going to a small claims court? P.S. I have copies of all email correspondences with the owner, and willing to share upon request.

  • Initial Complaint

    Date:02/21/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I paid for products that are not being shipped to me

  • Initial Complaint

    Date:05/06/2024

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We purchased a train set from this company and charged $50. We never received any email or confirmation. I have repeatedly made contact and had assurances that they would deliver the merchandise. However, they have not. Now they are not responding after many additional attempts to make contact.

    Business Response

    Date: 05/07/2024

    Hello,
    This customer was advised that the owner of a 2 person operation was undergoing cancer treatment and their order would be fulfilled.  As soon as possible.  ******** then became demanding and hostile and stated they would contact the BBB in which we are not a member.  They were refunded and were told that this would be handled over the weekend of May 4th through 5th.
    People today are simply rude, demanding and hostile.  
    Thank you for your time.
    -Kind Regards-

Orange Empire Model Trains is NOT a BBB Accredited Business.

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