Advice Required Please

[Smiffy]

So, way back on the 11th of November last year I made an order with https://www.modelhobbies.co.uk

Upon receipt of the order on the 15th of November, I noticed the Special Hobby Sptifre Mk.Vc had a mis-molded fuselage half and promptly emailed Model Hobbies with a picture of the deformed part.


On the 17th of November I got a reply from Model Hobbies:

Hi Matt

We’ve ordered the fuselage half from the importer and it should be with us on Monday.

Kind Regards




Nick
For Model Hobbies Limited
http://www.modelhobbies.co.uk

From: Matt Smith [mailto:smiffy7478@hotmail.co.uk]
Sent: 16 November 2016 12:28
To: Model Hobbies
Subject: Re: Order Update

Hi Nick.
How's this

Many thanks
Matt
From: Model Hobbies <sales@modelhobbies.co.uk>
Sent: 16 November 2016 08:36:32
To: 'Matt Smith'
Subject: RE: Order Update

Hi Matt

Have you got a smaller picture as I don’t trust zip files. If you can reduce it and send again as a jpeg. We will order the spare for you once I’ve got the new pic.

Thanks.

Kind Regards




Nick
For Model Hobbies Limited
http://www.modelhobbies.co.uk

From: Matt Smith [mailto:smiffy7478@hotmail.co.uk]
Sent: 15 November 2016 18:09
To: Model Hobbies.co.uk
Subject: Re: Order Update
Importance: High


Hello,

I'm writing with regards to Order Number: blah which I have received today. Upon inspection of the kits I have noticed that the Special Hobby Spitfire Vc has a mis-molded fuselage half. I have attached pictures of this. Please could you advise how I get a replacement.

Many Thanks
Matt Smith

From: Model Hobbies.co.uk <sales@modelhobbies.co.uk>
Sent: 14 November 2016 08:09
To: Matthew Smith
Subject: Order Update

Model Hobbies
------------------------------------------------------
Order Number: blah
Detailed Invoice: https://www.modelhobbies.co.uk/shop/acc ... er_id=blah
Date Ordered: Thursday 10 November, 2016

The comments for your order are





Your order has been updated to the following status.

New status: Despatched. Thanks for the order

Please reply to this email if you have any questions.

First off WTF don't trust zip files - their emails are scanned by avast and it got through. Ok so after a week I figured there could be delays and then the run up to xmas life got hectic. So I sent emails on the 19th of December, again a month later on the 19th of January and again this morning (23rd of January). All with no reply.

Email from 19th January:

Good Afternoon,

I'm email with regards to order Order Number: blah which I emailed about on the 15th of November 2016. The model kit has an incorrectly molded fuselage half which I provided photos for. I was told it would take a week to get me a replacement part sent out. This has still not been recieved over 2 months later which is very unacceptable. Please could you either refund me for the kit or provide a replacement part as soon as possible.

Many Thanks
Matt Smith

A refund for the kit has not been forth coming, so my question, obviously my time is valuable and after 3 emails it would seem I am wasting it with this company. Should I just report Model Hobbies Paypal as they a clearly screwing me around? Should I quit moaning and be more patient?

I also used the form on Special Hobbies website butt got no reply there. Has anyone else had any luck getting replacement parts from Special Hobby?

And to show I'm not being a big girls blouse



As things stand Model Hobbies wil not be getting any more custom from me and I recommend to everyone who reads this not to use Model Hobbies as their customer service is abysmal.

[Paul]

Yep Model hobbies customer service sucks, I've had and know others that have had similar trouble. Paypal dispute them and get your money back

[Kevthemodeller]

Yep Model hobbies customer service sucks, I've had and know others that have had similar trouble. Paypal dispute them and get your money back

Interesting. I've ordered quite I bit from them over the last few months, they've even sent things separately at no extra cost. They're not good at emails I've noticed, had a few issues with their website, still have as they've not replied to the emails! I've called them on a few occasions and had good results everytime, try calling them. Use the 017 No at the top of their web page you may have to let it ring a while or call several times but they do answer, eventually.

[Cymru]

e-mail Danielle at Model Hobbies, I order shed-loads from them as they are by far the cheapest, without major issue. She has sorted things out very quickly. Good news, they are having a new web-site this year, so no more ordering stuff that's out of stock!

Danielle.ModelHobbiesLtd@outlook.com

[Smiffy]

Thanks for the information chaps. I will drop this Danille an email, if I don't get a prompt resolution I will launch a paypal dispute.

[Brin]

Smiffy,

I've placed orders with them in the past and only once had a problem. They are slow in answering replies and sorting out problems... However, there is a time limit on PayPal to raising disputes - so by all means as above phone them, but you can also raise a dispute with PayPal which makes the communication official and tracked by PayPal. In such cases the seller usually starts to co-operate more as they have either 8 or 9 days from each of your replies to sort the issue or PayPal can step in and refund you...

[Joe]

I had a defective part (snapped off refueling port on the nose cone) in my current Special Hobby kit. I emailed them asking for a replacement part. I never heard back from them. I did received the part, however... almost 2 months later. Good news about their web site. The current on is a real pain in the...

Joe