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Business Profile

Retail Hobby Supplies

TrainWorld

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Hobby Supplies.

Complaints

This profile includes complaints for TrainWorld's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

TrainWorld has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • TrainWorld

      751 Mcdonald Ave Brooklyn, NY 11218-4913

    • TrainWorld

      293 Sunrise Hwy Lynbrook, NY 11563-3021

    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.

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    Complaint type

    • Initial Complaint

      Date:04/11/2024

      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.
      My son bought a train that came defective. The company said they would replace the item and I needed to ship the defective one back. I received a tracking number but no shipping label or shipping instructions. I have emailed the company more than once asking for instructions on how to ship back, I have called asking for directions on how to. When speaking with customer service the lady wasnt very professional and said the shipping label is in an email they sent, when I told her it wasnt she acted like there was nothing else to do except for me to find it.

      Business Response

      Date: 04/11/2024

      It was *************************** who purchased the item thru our website. We had authorized the return of the item thru our returns portal on March 12th. The returns portal has step by step instructions on how to return the item. Our return instructions are also visible on our website.....

      RETURNS, REFUNDS AND EXCHANGES
      You have 30 days from the date of purchase to return or exchange an item(s). Any item(s) purchased more than 30 days past the original date of purchase will not be accepted.  If your purchase has exceeded the 30 day limit and you believe that your product is not operating as it should, you *** contact the manufacturer for further guidance.  A return authorization (RA) number is required for all returns. Once an RA is approved you will have 14 days from the date of approval to return the authorized merchandise to TrainWorld.  Failure to return within 14 days will void the **** making the previously authorized merchandise ineligible for return.
       
      Returned items must be in new and resalable condition, with all original contents, including, but not limited to, Styrofoam inserts, plastic sleeves, protective packing material, and owners manuals. Refunds issued as Store Credit will avoid a merchant processing fee.  Once Store Credit has been issued, funds *** not be refunded back to the method of payment.  Returned merchandise *** incur a re-stocking fee of up to 15%.  Re-stocking fees are enforced at management's discretion, and are varied, based on the condition of the merchandise that has been returned. Shipping, handling, and insurance charges are non-refundable. Items that are purchased and returned for credit using a promotional discount, including free shipping offers, will be credited less the value of the promotion. Gift Cards, Videos, Magazines, Books and reading material, in general, are not returnable. Defective Digital Command Control (DCC) products must be returned to the manufacturer for replacement. Once a starter train set is opened, they are not returnable. We will address and rectify any issues should you have any. Shipping will be charged to the customer from any returns that are part of a free shipping program. Shipping cost will be deducted from customers' refunds.  If an item is returned as defective, but the item is found to be free of defect, the cost of the return shipping *** be deducted from any potential credit to be issued.

       

      A return label was sent to the PURCHASES EMAIL, ***************************. This relayed in the email correspondence on March 18th when she contacted us again. 


      *** ******
      ******************


      **** ****
      **********
      ********

      ****
      *****

      The email is shown below.

      Hi ******* 
       
      We have approved your return request and emailed you a return label to your ************************************************* address.  All you need to do is print out the return label that was issues to you and attached it to the outside of the shipping box. 
       
      Please let us know if we could assist you with anything else. 
       
      Thank you 

      Our 3rd email correspondence is shown below

      ***************************,
      Your return request has been updated. Please see below.
      You can check the status of your return by logging into your account or using your order number.
      If you have any questions, please feel free to contact us at ********************************* or by phone at ************
      Your Return #********* - Authorized
      Shipping Address
      ***************************
      ***** ***** *** *****
      ************* ***** **********
      *************
      ** ********** ****** *******
      **********
      **********
      *** ******** ***
      ********* ********************
      *************
      ** ************
      ******* *** ********* ********** ********* *** *** ******
      ******************** *** * ***** ******* ******* * ****** ************** ******* **** **** **** * * **********
      ************ **********
      ************************
      ********, **************,
      *************

      I am not sure why she has put in a complaint as we contacted her again on March 28th and then again on April 3rd as shown below

      *******




      Mar 28 11:12

      Hi ****** / *******, 
       
      We have not received back the item you requested to return. Please let us know if you decided to keep the item so we could close your return request. 
       
      Thank you 
      *******




      Apr 03 16:09

      Hi ****** / *******,
       
      We have not received back the item you requested to return. Please let us know if you decided to keep the item so we could close your return request.
       
      Thank you
      *******

       

    TrainWorld is NOT a BBB Accredited Business.

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