Hobby Shop Terror.

[tatans]

I note there are a few topics on hobby shops, here's mine: I visit my LHS about 5 times a year, I've had a strange feeling ever since visiting the store , The staff was never that friendly or helpful, I put it to some bad rum the night before. Today I went looking for some old used HO track for a display volunteer project and we are on a limited budget, I picked up a couple of old boxcars and was looking for used old plastic buildings and the price was right, I then asked a question about a new Bachmann engine, WELL, the mood of the salesman instantly changed, he would not open the box, would not offer any information,and I had to force him to tell me the price, meanwhile he is looking around the store for other customers so he can flog off another $800.00 brass engine instead of standing around talking to a mook like me who was only spending $24.00. He responded to any question with a grunt or frown and gave no advice as to other products, He soon took off in the middle of a question and headed for a local character with a heavy drinking problem and known to have a pile of money. As my blood pressure rose I controlled my anger enough to pay for my purchase and leave the store, now this is not the first time to see this happen as I saw another salesman do the same to a teenager on my previous visit. never,never will I set foot in this store again. I have never been that insulted before in my life. The store is turning into an elitist outlet for only the wealthy (who, by the way seem to be their biggest customer) Just no time for the peasants---I actually had to wait and cool down before writing this---there, now I'm better. I'm happy there is the internet to shop. I can see the replies now-- It's all my fault.

[Anonymous]

I am a Peasant. I am allowed to spend a certain amount each month on the hobby. I dont really have troubles in the local stores in my area. I am treated well and it is no problem to go thru everything examining what is recently new to the stock and sometimes choosing what to buy.

There are people who have alot of money come to the store from time to time. They are taken care of the same way I am. To these storekeepers a customer is a customer. A 10 dollar customer is just as good as the 1000 dollar one.

Now what I sometimes see is the loud and demanding jerks come in expecting to be waited on hand and foot and answering questions that reveals trade secrets etc... that wont work here in Arkansas.

There is more than enough customer base to support a great deal of business in both of my local hobby shops and if you just wanted to browse for a hour or two and maybe inquire about a upcoming release they are happy to help you. Because you may feel that you are "Respected" as a customer and will come back at a later date to spend money. Again it does not matter if it is 2 dollars or 100-.

I have seen some stores around the country that has adopted a sort of a arisocratic attitude. You would walk in and there is no acknoledgement of your presence. Indeed you are instantly noticed as a "Outsider" and a possible problem. If you were to pull a wallet out and flash 1000- maybe the atmosphere will warm up. Otherwise, you are followed everywhere. These stores dont get a repeat visit from me.

Other times I have walked into hobby stores and we have several people hanging about favorite spots arguring the difference between a Alco or EMD. These debates are heated, long and loud usually involving everyone inside the store. They are not there to shop but actually enjoy talking trains and possibly helping others who have a train related problem. These are the stores I definately want to visit again. Because they usually have the good stuff.

I recall a store in Gettysburg called "Gilbert's" it was a unassuming store and once you elbowed your way in and was confronted with floor to ceiling shelves crammed with everything... it is sometimes overwhelming. Eventually the owner would discover you hovering at the front door debating if want to continue deeper into the malestrom of models and detail parts etc the booming greeting and handshake dispels that fear rather quickly. You could name the most obscure lost wax superdetail part that has been OOP for 20 years and he would go straight to the proper drawer stacked onto other drawers bulging with yellowed bags (Age) holding the part you asked for.

".75 cents and will that be all?" usually it is not as you realize that you are in paradise and want to discover what else could be lurking that may be the "Must have" item for your layout.

That store is no longer there. I think the greater horror would be that people will no longer open and maintain "Hobby shops" 20 years from now. To me that would be very horrifying.

[ericsp]

I would certainly call it bad customer service. However, it does not sound terrifing.

[brothaslide]

There was a particular hobby shop I used to visit and most of the employees were helpful. However, there was one employee that was pretty rude much of the time. To be honest, customer service is getting harder and harder to find these days. Many retail businesses and banks are loosing their customer focus. Then there is In and Out Burger (If you are not on the west coast - you're missing out). They are very customer service oritented and the food is great!

[ericsp]

QUOTE: Originally posted by brothaslide

Then there is In and Out Burger (If you are not on the west coast - you're missing out). They are very customer service oritented and the food is great!

Their food is okay. I like Rally's and A&W.[dinner]

[vsmith]

QUOTE: Originally posted by ericsp

QUOTE: Originally posted by brothaslide

Then there is In and Out Burger (If you are not on the west coast - you're missing out). They are very customer service oritented and the food is great!

Their food is okay. I like Rally's and A&W.[dinner]

Your comparing Rally"s to In-n-Out??? HERESY!!! SACRILIGE!!![:(!]

OFF WITH HIS HEAD!!!![}:)]



Of course both pail before the Mighty TOMMY'S CHILI BURGER[:0]
[bow][bow][bow][bow][bow]

[PennsyHoosier]

Carl's Junior?????? [:D]

[dharmon]

QUOTE: Originally posted by brothaslide

There was a particular hobby shop I used to visit and most of the employees were helpful. However, there was one employee that was pretty rude much of the time. To be honest, customer service is getting harder and harder to find these days. Many retail businesses and banks are loosing their customer focus. Then there is In and Out Burger (If you are not on the west coast - you're missing out). They are very customer service oritented and the food is great!

Would this be the former shop on my side of town?

[twhite]

Egad, from nasty salesmen in a hobby shop to fast food--I LOVE these threads! Seriously, Tatans, I'm really sorry about your experience. I say so, because the two LHS' in my area are absolutely terrific about customer service. I've gone in and dropped about two hundred for scenery, and maybe go back the next week because I need a package of metal wheels. I get the same service and attitude from the guys there, no matter what the purchase. A couple of times I've gone in with no particular goal in mind and walked out with nothing, but enjoyed a cool Bull Session in the meantime. But with some of the horror stories I've been hearing lately on this forum, I'm beginning to wonder if Specialty stores (which a hobby shop is) are starting to go the way of the big warehouse services--if you find it, it's because YOU did the looking, not any sales-help. I had the same experience in a music store in San Francisco, not too long ago. If you're not affiliated with San Francisco Opera, they're just not interested in speaking to you. Funny thing, I had over a thousand dollar Purchase Order from my high-school for choral music. Guess who DIDN'T get the business! But as I said, with the horror stories I'm hearing lately, all I can say is that maybe it's time for both my LHS' to go National. Show some of these other Prima Donnas what it's about--REPEAT BUSINESS.
Tom

[vsmith]

CJ's is really good for a large chain, but Tommy Burgers are unreal....In-n-Out Double-Double is a very very close second. And I've eaten across the country, from Whataburger to those little hockey puck Sliders at White Castle.

Any visit to L.A. is not complete without a trip to the shack on Rampart and Beverly Blvd for a double chilicheeseburger and a side of chili fries. In-n-Out has THE BEST french fries on EARTH, nothing i've ever had compares to them...

Just realized this post should be over on the diner thread, we've kinda hijacked this thread...



I have posted many times my bad experiences with hobby shops, almost all were almost 20 years ago in a LHS far far away and now defunct. this is where one oldster after looking at my kitbashed HOn30 engine and said I might be better at knitting or something to that effect. it really was a poor model but thats hardly a way to encourage a newbie.

I dont let it get to me anymore. i figure its my responsibility to educate myself via mags and internet as to what products I'm interested in. I dont like asking questions at some LHS so I just get in, get what i want, and get out. Others i can talk more freely. Its not common for the shops to be too friendly. Thieir always has been a Old Guard at some stores, i have been going to one shop for almost 10 years but i'm still just a customer, not on a first name basis, doubt i ever will (a wrong scale freelancer, the kiss of death).

[krump]

Earlier this year I discovered On30.
When I went to a reputable LHS in the city I was baffled by the poor customer service received.
Upon entering the store, I introduced myself as a member of the model r/r club (one that they were particularly familiar with and offer discounts to) in a distant town, and had club greetings. Basic small-talk.
My first question was to ask if they had any On30 trains in stock - yes, over there (with a general wave and a nod) - I was the only customer in the store at the time...
all the packages (except one) were sealed in plastic wrap - in the green boxes, no picture - had only a vague idea of content.
I selected the previously opened box - as the clerk had not bothered to assist me (which would have been a fine offer), but rather continued with coffee and chatter with owner / partner, I moved the box 3 ft over to a flat surface (the only one visible) so that I could carefully inspect the contents of the $200 package.
THAT is when I was stopped, prevented from continuing, shop owner insisted that they open the package for me --- I felt like a 3 yr old being told not to touch the crystal stemware, not the 40 yr old with a stable govt job and sufficient income to cover damages (accidental or deliberate) --- either way I won't be spending money there, or windowshopping / impulse buying in that store...

[AntonioFP45]

Tatans,

It would have been a good idea to write a letter to the manager or owner stating your dissappointment with the exceptionally poor service.

BTW: What is the name of this business?

[CP5415]

Hey, I've had hobby-shop horror's as well.
I believe I've noted this before but I called a well established hobby shop in downtown Toronto looking for something specific.
This place had been there for years.
Anyway, I had called looking for a specific item. No other hobby shop carried this piece in stock so when I called, this shop said they keep it & that they had one in stock.
I had mentioned that I was coming in from out of town & he said, "no problem, we have it!"
So I drive from the burbs, to downtown Toronto (an hour drive on a good day) only to find out that that they had sold the piece I was looking for a week before & hadn't got it back in stock yet!
Let's just say as Marvin the Martian would say "You've made me very angry!"
I have not stepped foot in that store again & probably will never again.

Gordon

[Anonymous]

[tup]

[Anonymous]

When i first started in this hobby a couple years ago,because there is only one hobby shop close I would put up with poor service just to get what I wanted often paid too much just so I didn't have to drive two hours to another town.Now allmost all my major buying is on the internet.I use my LHS for small detailing items, supplies.I try to spend alittle money there way ,but for engines you can allmost allways find a better price shopping on the internet.But I do miss the conversation with the older customers that allways seemed to be there and were allways ready to share their stories and advice.

[Anonymous]

You should read my post titled "TOOMUCH TO ASK",addm internet purchase.
And find out you get treated when they can't make eye contact.

[Anonymous]

QUOTE: Originally posted by D_Davis

You should read my post titled "TOOMUCH TO ASK",addm internet purchase.
And find out you get treated when they can't make eye contact.

I tried to find it maybe I am not searching right or something.I have had very good luck buying on line, Internet Trains,Tonys,and E-bay,The one exception was LOYS when they did the dcc instlattion on my Intermountain F7"s was not at all impressed with their service.If my LHS could come close to the prices that I can get elsewhere I would support them without a dought,even if they would attempt to compromise a little on the price would be ok,and I wouldn't have to wait on shipping.I usually buy atleast one new engine every other month thats between $250-400 the LHS
could allmost count on.But I want the best deal that I can find for my money.I think there is good and bad in everything but as a customer if I don't feel that I was treated right I take my money elsewhere, afterall it's my money.

[egmurphy]

QUOTE: I tried to find it maybe I am not searching right or something.

Here's the link:
http://www.trains.com/community/forum/topic.asp?TOPIC_ID=24190

Bottom line is that anyone can have a bad experience with a vendor, whether it's internet or LHS. railguyho had a bad experience with Loy's. I don't know them but some of my friends who do deal with them think they walk on water. On the other hand, railguyho likes Internet trains. Turns out D_Davis's post is all about bad service from Internet Trains.

I suspect that there are some really bad outfits out there, but by and large I believe it's a matter of bad luck that some orders just go wrong. The best owner/employee can have a bad day and come across badly to a customer. Obviously that's jmho.

Regards

Ed

[orsonroy]

Welcome to the wonderful world of capitalism. Basically, the guy was spending more time and effort on someone who could drop $1000, rather than on someone who was spending $50? How does THAT surprise you? I'd do the same thing, and so would you if you were a retailer. It's called staying in business.

Try this: spend $100 a week at the store for a few months, and then see if the help's attitude improves. Guess what; it will. You're actually a preferred customer now. Or try this: go into a busy gas station one day in grubby work clothes, and go again in about a week in a suit. See how different you get treated. Heck, the last time I had enough scratch to pay for a new living room set in CASH, I deliberately went looking so-so, just so the salesmen wouldn't bug me. Imaging the difference in their attitudes once I whipped out a bankroll and wanted to talk prices and delivery schedules!

Everyone in this country is equal in the eyes of the law, not in the eyes of the almighty dollar. Spend big, or look like you can, and you get treated MUCH better than if you look like a soup line escapee. That's the way it's been here for hundreds of years, and that's the way it's going to be for a LONG time to come. Frankly, I don't have a problem with that.

[mondotrains]

Hi,
If you watch some of those reality shows on television, you'll see a real good cross-section of the American population and as for me, I don't like what I see. There's usually the lazy young guy or gal, who sits around looking pretty and basically is worthless. Then, there's the middle-aged folks, wondering why those young folks are worthless, while they do all the work. Last, you have an older person or two, who generally has the life experience to take charge, wondering why nobody seems to take anything seriously and won't listen to reason and common sense.

Well, folks. Then we wonder why the jobs have gone overseas. Americans have spent the last 40 years figuring out how to do less and less on the job....taking more breaks, working less and sloppy, and certainly not taking responsibility for their actions. The other day I heard a kid in the produce section of a local supermarket telling a co-worker, so customers could hear him, that he "does as little as possible at his job" because for $10.00 per hour, what should "they" expect. Well, this kid is lucky because there is no way someone in China, who would be happy to work for that hourly rate, can take his job stocking produce. However, most of our manufacturing companies, including MR manufacturers, have figured out that adding the cost of a boat ride to their products from China is still cheaper than trying to get a lazy idiot like the one at the supermarket to manufacture their products efficiently and properly.

I too have had difficulty with local hobby shops. Some guys think all they have to do is open a store and sit back and watch the money roll in. Personally, I think that's why the internet is so great. You don't have to deal with a fool face to face and the prices can be a lot cheaper because there is less cost, not having to hire someone like the "produce" guy I mentioned.

Well, enough of my cynicism.
Life is short....so play trains.
Mondo

[Anonymous]

EGMURPHY thanks for the link,/D_Davis i agree with your anger I to don't believe in having a problem right out of the box.what happens if you need to do maintence or some future upgrade to that engine and you need to take the screw out.Doesen't really matter if you never need to take the screw out I think it was a poor fix and they should exchange the engine or give you a total refund.By the way did they ever do anything else to resolve the problem.I have often thought of opening a Hobby shop but my mech.knowledge is limited and could not give the customer the kind of service that I expect from the people that I buy from.If I ever could one thing is for sure I would treat everyone who comes through my door with respect, and try to offer the best possible service.,no matter the size of their wallet.

[Roadtrp]

QUOTE: Originally posted by orsonroy

Welcome to the wonderful world of capitalism. Basically, the guy was spending more time and effort on someone who could drop $1000, rather than on someone who was spending $50? How does THAT surprise you? I'd do the same thing, and so would you if you were a retailer. It's called staying in business.

I completely disagree with that statement.

My brother-in-law is the top salesman at a Ford Dealership. He does almost TWICE the volume of their next best salesman.

One day I was there to see him and he was dealing with a customer. She had come in a car that looked to be at least 20 years old and in terrible shape. She was dressed like she didn't have a nickel to her name. She was looking to buy a new car. My brother-in-law (Jim) treated her the same way as if she had driven up in a new Lincoln. He spent about 45 minutes working with her to get a deal she thought she could afford and working with the dealership finance guy to try and find someone who would make the loan. As expected no one would make the loan. He told this to the woman and she said she understood, but that she really appreciated him trying so hard to help her.

When she was gone I asked Jim why he had spent so much time with her. I said it was apparent from the moment she walked in that she couldn't afford to buy a bicycle, much less a new car. Jim said "Jerry, of course I knew that. But I also knew that she probably knows lots of people that CAN afford to buy a new car."

I knew at that moment exactly WHY Jim was the top salesman in the dealership.

[:)]

[Anonymous]

Well, I have to say that the hobby shops in Chicago and surrounding areas are pretty good. I've been to all of them at one time or another and haven't had any problems.
Oh, by the way, STEAK AND SHAKE IS THE BEST.[C=:-)]

[jfugate]

Not all LHS are like this.

My LHS has friendly, helpful people. They are usually packed any time I go in there, yet are willing to ask if I need any help even when I'm just standing looking at the magazines section.

You find all kinds. I don't take it personally if someone treats me less than ideal. I actually expect that as the norm. Then when I am treated well, it makes my day because I don't really expect all that much ... some people have hard lives so I prefer to cut folks some slack.

Life's too short to let someone's less-than-ideal behavior get to you. Go enjoy your trains and don't worrry about it!

[dragenrider]

Excellent story, Roadtrp. There is a lot of truth to that.

I can't say I have a horror story, but I do have a rather sad one. In a small town nearby, a semi-retired gentleman has opened a part time railroad/RC hobby store. He brought all his store inventory down south from his previous store somewhere up in the cold north.

I stopped by his store and visited the first time six months ago. While there, I saw he had lots of "stuff". It all appeared to be things he couldn't sell when he closed his previous shop. His cans of paint were soiled and sported faded labels, the glue look congealed, the train track rusty, etc. None of his merchandise was less than 20 years old! [:O] He kept talking about all the other items he had boxed up he wanted to put out. Seeing nothing I needed, I left.

Recently I made my second visit. Nothing had changed. The "stuff" aka "junk" was still there along with numerous packed boxes, a few sporting interesting looking items poking out the top. The old owner bemoaned the fact that nothing was selling. It was all I could do to keep from blurting out that he needed to take three steps--

1) Sell something people want! Not old rejected crap leftovers! If it didn't sell up north, it sure won't sell down here in the poor south!

2) Unpack your boxes! If I can't see it, I can't buy it!

3) If you serious about your shop, get it out of this tiny village's forgotten downtown and on the side of a highway or major road! That or advertise!

I like visiting with the old gentleman and I understand his store is just a diversion for him. He totters around with his cane and bemoans that youngsters steal his paint cans. (wonder why?) But, if he is serious enough to open the shop, he should be serious enough to market it properly.

[Anonymous]

QUOTE: Originally posted by HighIron2003ar

...
I recall a store in Gettysburg called "Gilbert's" it was a unassuming store and once you elbowed your way in and was confronted with floor to ceiling shelves crammed with everything... it is sometimes overwhelming. Eventually the owner would discover you hovering at the front door debating if want to continue deeper into the malestrom of models and detail parts etc the booming greeting and handshake dispels that fear rather quickly. You could name the most obscure lost wax superdetail part that has been OOP for 20 years and he would go straight to the proper drawer stacked onto other drawers bulging with yellowed bags (Age) holding the part you asked for.

".75 cents and will that be all?" usually it is not as you realize that you are in paradise and want to discover what else could be lurking that may be the "Must have" item for your layout.

That store is no longer there. I think the greater horror would be that people will no longer open and maintain "Hobby shops" 20 years from now. To me that would be very horrifying.

THANK GOD Tommy Gilbert's is still there. I just called them to be sure [phone].

I'm from Texas and have gone to the battlefield just so we could stop by Gilberts. It's awsome, If you're into brass take a lot of money. They have anything old that you could possably want.

Have a blessed day and remember SANTA FE ALL THE WAY
Bob

[mustanggt]

My LHS is so-so. they can be curtious, while other times complete jerks.Once I wanted some lift rings or something and they said "we dont sell those". but c'mon, the biggest hobby store in the boston area and they dont have them?but another time one time I went in for HO grab irons and and another guy picked them right out of a drawer behind the counter for me.

[Anonymous]

HERE IS ONE FOR YOU. THE HOBBY SHOP IS "LOCO LEWIE" IN HOLMES PA. THIS SHOP I WILL GO IN AND ASK IF THEY HAVE A MODEL. NO SAID THE SALESMAN AND THE MODEL IS RIGHT IN FRONT OF MY FACE. THIS HAPPEN EVERYTIME I GO IN THE STORE.

[chutton01]

QUOTE: Originally posted by dragenrider

It was all I could do to keep from blurting out that he needed to take three steps--
1) Sell something people want! Not old rejected crap leftovers! If it didn't sell up north, it sure won't sell down here in the poor south!
2) Unpack your boxes! If I can't see it, I can't buy it!
3) If you serious about your shop, get it out of this tiny village's forgotten downtown and on the side of a highway or major road! That or advertise!

So, why didn't you. Yes, usually butting into other's people business is a really bad idea, but in this case you could offer you advice (perhaps wording #1 differently, like have a giant remaindered-table sale of the old stuff) and see if he wants to listen or not.

[Anonymous]

We in the Philadelphia area used to have some very good hobby shops. Todds at 69st in Upper Darby, Allied which had many stores, Broshes which was in Collingdale was a family run hobby shop. All are gone now.