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Business Profile

Hobby Supplies

Tony's Trains Exchange

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.
  • 1 complaint 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:01/22/2025

    Type:Service or Repair Issues
    Status:
    UnansweredMore info

    Complaint statuses

    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.
    ****** Train Exchanged was paid money for Digital Command Control Computer Chip and Sound Installation in my Expensive Model Trains; Five Total Quantity Engines. Upon return receipt of the models and unboxing them from return shipping carton I discovered that 3 out of 5 engines had damage to them. The damage was the brass castings of the ** Hoses on each engine bent out of shape and nearly broken off. I immediately contacted ****** to discuss this damage and I got no response from them. I have made numerous calls and left phone messages with **** ***** and ******* ******* employees of the company and have not been given the courtesy of any return phone calls. In addition, I have made numerous email attempts to the company also requesting a return phone call and all my efforts have also gone unanswered. Lastly I called the Essex Junction city of Police Department and they sent a Police Officer to the company to do a civil assist and request the company to call me. Again this effort proved helpless as the company did not return a call. Now I am turning to your Agency for help. My models are Expensive Hand Craft Brass Models and they are handled with extreme care by me and was not handled with extreme care by the company. This damage of the ** Hoses was not possible by return shipping. Each model comes with a factory custom made box with factory custom foam inner box inserts for holding each model intact while storage for for shipping. All this Damage was done by willful neglect by ****** Staff and they don't want to hear my complain about it and that is why they won't return contact me to discuss their ill will conduct towards my property. Please step in and help out by demanding of ****** to call me so I can complain and get their cooperation. Thank You **** *******
  • Initial Complaint

    Date:02/10/2024

    Type:Service or Repair Issues
    Status:
    UnansweredMore info

    Complaint statuses

    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.
    This has been going on a long time. I made the initial purchase in the Summer of 2023. The decoder I purchased then turned out to be the wrong one. ****'s agreed to an exchange but the one I needed was not in stock. So I waited. And I waited. I finally got one but it was apparently not functioning correctly and so it had to be sent back. Again, the replacement decoder was out of stock. But I was told they had another one that would work. I had assumed they would hold that one for me but they apparently did not because when they got the decoder back they said there would be a wait.All I have been doing is waiting. Other suppliers have the decoder but I didn't want to buy another one since ****'s has my money. I have now purchased a decoder from another source so I would like to get my money returned.

    Customer Answer

    Date: 02/21/2024

    I have not heard from the business in response to my complaint. In the early days of my dealings with this company, due to their slowness and lack of communication, I filed a PayPal complaint. I believe ****'s decided from then on not to deal with me in a responsible and positive way. I enjoy the model train hobby and we all strive to find people we can rely on for parts and service. It's a shame that ****'s will be marked as one of those places to avoid.
  • Initial Complaint

    Date:01/11/2024

    Type:Delivery Issues
    Status:
    ResolvedMore info

    Complaint statuses

    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.
    December 16, 2023 I placed an order on ****'s website and received conformation number ********** and they said I would be billed when shipped. That's fine but the order has not been shipped and calling their number you receive an answer that all are busy and leave a message and they will get back to you. I left a message and no response! Question is are they still in business or bankrupt or some other problem?They used to have very good service in all areas.Just trying to find out what is going on.Thanks, *****************

    Customer Answer

    Date: 01/23/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    The business called me on January 17, **** from a phone, not on their web site phone and said they were out of the product but would order it. The lady also said they were open thru the holidays and just got lost up in the rush. Hard for me to believe this story from her after a month from my original order waiting for a response from my calls. 

    Many Thanks for your help.

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

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

    Business Response

    Date: 01/23/2024

    We have contacted the customer. We will let them know when the items are available to ship has not been billed. Thank you

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