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Business Profile

Model Car Racing

Model Train Stuff

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Model Car Racing.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:10/24/2024

    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.
    I ordered model train stuff from this company on 9/16/24, 9/18/24, 9/19/24, 9/20/21 and 9/23/24. They had a 10 day sale, different items each day. To save shipping costs they offered a "hold and consolidate" plan where they would hold all the items ordered until you requested them to be sent. The products would all be packaged together, saving individual shipping costs. Total shipping would not exceed $25. I have made 4 attempts to have them send my orders. I sent one email to which there has been no response. I have contacted them twice by phone, the last time on 10/18/24 where they promised to send the items that day. They still have not sent my items and when I called today their phone has been disconnected. The total they owe me is $714.00.

    Business Response

    Date: 11/01/2024

    Due to our Hold & Consolidate option, customers can save on shipping by having items from multiple sources sent to our main location in *********/*****, **, for final fulfillment. Unfortunately, on Friday, September 27, 2024, Hurricane ****** hit Western **************, causing extensive damage across the region and disrupting shipping services to our facility.

    On October 1, our customer service team, who were working remotely, informed Mr. ***** that we were unable to provide a shipping estimate at that time due to widespread power outages from the hurricane. Our facility remained closed until Monday, October 14, after which our team worked hard to unpack shipments, organize orders, and address delays from ***** and *********** disruptions.

    Throughout this period, our dedicated staff came in daily to assist customers, even while some team members faced personal challenges from the hurricane, including lack of utilities or displacement from their homes.Despite these setbacks, we prioritized Mr. ****** order, and it was shipped by October 25, 2024. Due to the delay, we covered his shipping charges as a courtesy.

    Since Mr. ***** has received his full order and has not contacted us for a return, we will not be issuing a refund for the purchases. Attached is a document which shows that all (5) orders were shipped on 10/25/24 and has the *** tracking number showing it was delivered on 10/31/24.

    Sincerely,

    **** ******
    General Manager
    Factory Direct Hobbies/Model Train Stuff

    Customer Answer

    Date: 11/01/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
    I just received my order last night and all outstanding items were packed well and included.  I appreciate the situation with the storms, and the attention to this matter.  Thanks!


    Sincerely,

    ***** *****

Model Train Stuff is NOT a BBB Accredited Business.

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