Blue Ridge Hobbies question

[BRHCustomerSerivce]

Thanks for the kind comments to our website for all of you.

Regarding Rich's comments:

What he failed to advise everyone in his comments  was that he ordered something that was on back order as was listed as such on the website. Also, Rich noted on his online order form that he wanted all items shipped at one time. Thus, the order would be shipped after all product was received.

We had responded to all of Rich's emails, but it seems our emails to him where being intercepted by a Spam Filter.  We finally spoke with Rich on Friday after he called and explained the situation and how Blue Ridge Hobbies order processing works

We do our best to keep our customers informed as to the status of an order. Any delays are emailed to them or we call.

We also have, what we think is an industry first! A live online web page for customers holding back orders. Customers can check at anytime what the status of any back order or special / advance ordered item is.

We created this website after the frustrations we had with online retailers of all sorts. Customer service was lacking even with the best retailers and prices are high. Shipping costs are to high as well.

We could charge a flat rate with hidden ways in our store policies to charge more. But we don't! The cost of shipping is the cost of shipping. Why should you pay a flat rate of $6.75, $8.55 or $10.00 when it only cost $4.05 to ship to you? This is why we do not quote shipping rates. Rest assured, our customers get the lowest rate possible and the lowest over all product cost.

We do our best to respond to emails and calls (when messages are left) within 2 hrs and make every attempt to get it right the first time! We have had some hiccups over the years and we have done our best to rectify them. We are small yet very busy operation. The more we sell, the lower our prices can be.

We have a store policy page that explains exactly how we operate, as do many online modeling railroading stores. We have made every attempt to advise our customers or potential customers of any situation that may arise, short of giving product away.

Our online inventory is not "live", but we do our best to keep it up to date as to in stock and out of stock items. If anyone has a question about inventory or policies, feel free to email us at [e-mail] or call 800-988-2125.

We are here to keep prices down and give our customers the lowest price for your overall order. We offer over 300 manufacturers and 110,000 products, On par with the big retailer, Walthers.

We have many sources for product and not all 110,000 items are in stock all at once. Even with Walthers.

Hope this helps explain Rich's situation a little better.

Frank Ruby
Customer Service Manager
Blue Ridge Hobbies
Greenville SC
USA

[Anonymous]

I bought something from them a few months ago.  It was something that looked like they had it in stock, but didn't.  They let me know that (via e-mail) fairly quickly, shipped when they got it, and let me know that also via e-mail and fairly quickly.  No credit card charges until they shipped.

Your experience doesn't sound typical, so I'd agree . . . try that new invention of Mr. Bell's . . . you know, Alexander Graham! 

[selector]

I called and talked to them looking for something (I forget), but I ended up gashing the plan and had to rebuild, so I never ordered.  My impression is that they are straightforward, knowledgeable, and honest...he had all the right facts and knew his inventory. 

Give them a call.

[cacole]

There have been many comments here in the past about mail order vendors who do not respond to e-mail, so you probably need to use the telephone to get an answer.

The item you ordered may be out of stock.  At least you haven't been charged for it yet.  The usual complaint is about being charged and never receiving the product.

I've never dealt with this particular company, so I can't offer an opinion about them.

[richg1998]

Has anyone done business with this vendor? I did an online order March 27th and received an auotmated response with total but no shipping charge indicated. As of now, no charge to my credit card and no indication of shipping charge or order number. Online companies normally have this info withing 24 hours or less.

I emailed them a couple of days ago and I received an automated response that they would get back to be shortly. Again, no response.

Just wondering. 

rich