We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Hobby Supplies

Trainz.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hobby Supplies.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:12/05/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Terrible customer service unwilling to fix their own mistakes. Ordered an item from them that was misrepresented and they refused to compromise on returning the item. Even though the item was listed as is, the item was wholly misrepresented which per their own return policy they are supposed to pay for return shipping. Which they refused to do. I cancelled another order based off this first one, Which wasnt sold as is, and since the order was misrepresented on their part, they shouldve paid for return shipping based on their own return policy which they again refused to honor. They then made up some excuse about not being able to refund the gift card money back when I made it clear I dont wish to do business with them anymore due to the lack of customer service.

    Business Response

    Date: 01/25/2024

    We apologize for the misunderstanding regarding this order. This item was clearly listed as-is. Our return policy can be viewed here ****************************************************** It states, "If an item is damaged, improperly advertised, lost in shipment, or improperly fulfilled Trainz.com, **** will pay for return shipping and offer a full refund or replacement. If you are returning your item for any other reason return shipping may be your responsibility..." Because the item was listed as-is, this is considered buyer's remorse. The customer was offered a courtesy 10% adjustment or a return at his expense. He chose to return it.

    Regarding not being able to refund the gift card money back, the customer told us, "I used an E gift card. If you could put that back into the banking card as I never had a physical card." We informed him, "Regarding a refund, refunds are processed back to the original form of payment. Do you still have access to the e-gift card? If not, we can issue a refund as reward points. Unfortunately, refunds cannot be made to another card." We cannot change the payment method he used and refund to another payment method. After seeing this complaint, we issued a full refund back to his original form of payment. This case has been resolved with a full refund.

Trainz.com is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.