I've always had good experiences with Tony's as well. Unfortunately, the last time I dealt with them kinda turned me off a bit. Midwest cork roadbed was hit and miss at the time, but Tony's had some listed for $1.40 per 3' section. I called to confirm the price, pressed option 2 and got a living person right away. The individual asked why I was curious about the price and I told him everywhere else listed it at $1.95 per 3' section. An hour later I had a free moment to order and the website had jacked the price up to $1.90.... This was about 2 1/2 months ago.
Until this thread popped up I still wouldn't have had an issue ordering from them.
Kev
GP025The individual asked why I was curious about the price and I told him everywhere else listed it at $1.95 per 3' section.
I take it you're not a poker player?
Cheers, Ed
Pruitt I finally gave up. I left a phone message and sent an email canceling the order. I ordered nstead through Yankee Dabbler. The price was a few buks higher, but hopefully I'll actually receive the product. Too bad about Tony's. I was always pleased with their service in the past.
I finally gave up. I left a phone message and sent an email canceling the order. I ordered nstead through Yankee Dabbler. The price was a few buks higher, but hopefully I'll actually receive the product.
Too bad about Tony's. I was always pleased with their service in the past.
Rich
Alton Junction
It could still be Covid paranoia. We have friends, both university professors that will neither come inside our house nor let us in theirs. I have a physician friend who has had 2 different types of cancer and he won't leave his home.I don't know how accurate Google review dates are, but a year ago a customer complained that their retail shop had a skull and crossbones on the door and was closed. The "owner" responded that they allowed customer pickup, but had relatives at risk who could not get the vaccine.
Even if that was the case, who puts a skull and crossbones on their retail shop? I hope things straighten out for them.
Henry
COB Potomac & Northern
Shenandoah Valley
Your experience was the same as my most recent experience. Except in my case, they answered the email and then gave me the reason that they had just gotten them in from the manufacturer and they would begin to program the decoders and send them out. And I got them shortly thereafter. But that was a few weeks after I placed my initial order from a website saying they were in stock.
The entire transcation just gave me the vibe that my email...or was it a phone message too...woke them up and they realized an order was placed a while ago. Then somebody actually went to work and filled the order in a normal time frame.
- Douglas
Doughless Your experience was the same as my most recent experience. Except in my case, they answered the email and then gave me the reason that they had just gotten them in from the manufacturer and they would begin to program the decoders and send them out. And I got them shortly thereafter. But that was a few weeks after I placed my initial order from a website saying they were in stock.
That is part of the point of my thread on the supply chain. Some of these retailers say an item is in stock if they can get it from one of their suppliers. I think they may sit on orders until they have enough items to place a big order with that supplier.
A while back there was a discussion about Internet Hobbies. They would hold orders on items they said were in stock sometimes for months until they could place a large order. They also had other shady practices, but Tony's is not in that league.
Rick
hbgatsf Doughless Your experience was the same as my most recent experience. Except in my case, they answered the email and then gave me the reason that they had just gotten them in from the manufacturer and they would begin to program the decoders and send them out. And I got them shortly thereafter. But that was a few weeks after I placed my initial order from a website saying they were in stock. That is part of the point of my thread on the supply chain. Some of these retailers say an item is in stock if they can get it from one of their suppliers. I think they may sit on orders until they have enough items to place a big order with that supplier. A while back there was a discussion about Internet Hobbies. They would hold orders on items they said were in stock sometimes for months until they could place a large order. They also had other shady practices, but Tony's is not in that league.
I mentioned four hobby shops that answer phone calls with a live person, and add TrainWorld and MBKlein who answer with a live person after going through some necessary switchboard options.
These shops also update their sites real time...real time inventory...so as soon as something is sold it shows up as one less item in stock on the website.
So they have both live people working onsite during business hours..no COVID worries apparently.....AND up to date techology for those who want to order online.
With some of those shops, I will call them to ask about an item, and I end up buying it over the phone with a credit card, so they will help you right there instead of having you go back to their website.
Live people backed up with technology provides great service, IMO.
DoughlessI mentioned four hobby shops that answer phone calls with a live person, and add TrainWorld and MBKlein who answer with a live person after going through some necessary switchboard options.
I don't think I would claim that MBKlein is actually a hobby shop any longer, at least in the go in and look around sense.
Unless something has changed in the last week, they now do all their selling via internet or phone order.
gmpullman GP025 The individual asked why I was curious about the price and I told him everywhere else listed it at $1.95 per 3' section. I take it you're not a poker player? Cheers, Ed
GP025 The individual asked why I was curious about the price and I told him everywhere else listed it at $1.95 per 3' section.
No, haven't played poker in forever, don't play the lottery either! But I should have just ordered it without asking!
GP025No, haven't played poker in forever, don't play the lottery either! But I should have just ordered it without asking!
No good deed goes unpunished.
MTS or MBKlein ditched their retail store before Covid. When I lived near there, I regreted it.
A hobby shop may sell MR but a MR shop is not a hobby shop. I lost my place, why are we arguing about words?
A company can choose to pick up the phone, or let the answering machine take it and call the customer back/or not, or, like my medicare pharmacy benefits plan or Verizon, can outsource to Cheapistan where English is purely optional.
BigDaddy MTS or MBKlein ditched their retail store before Covid. When I lived near there, I regreted it. A hobby shop may sell MR but a MR shop is not a hobby shop. I lost my place, why are we arguing about words? A company can choose to pick up the phone, or let the answering machine take it and call the customer back/or not, or, like my medicare pharmacy benefits plan or Verizon, can outsource to Cheapistan where English is purely optional.
Right. I guess MBK doesn't have the retail shop anymore, but the point is that the workers still have to report to a warehouse to conduct business...and be accountable to each other...even the janitor.
If you conduct business from your home, it is only a few paces from the TV, couch, or bed...and nobody else is looking...so you never know why things might be delayed when you expect them to not be based upon the website.
Not that I'm trying to make uninformed accusations.
Contact with model railroad companies can be very hit-and-miss. When the National Narrow Gauge Convention was here in the Twin Cities (2018) I talked to the folks at San Juan Models about getting some decals made - the guy who made my custom decals had died a few years before, and I gave the San Juan folks copies of what I had, including some original artwork, hoping they could do some more for me. They said they thought they could, but had a couple of shows to do first and would get back to me in a few weeks. I've heard nothing since. I e-mail them every few months to see what's up, and have never got a reply to any.
Final update:
I got an email from Tony's acknowledging the order cancellation and apologizing for not getting the product shipped in a timely manner.
Issue closed from my point of view.
Mark P.
Website: http://www.thecbandqinwyoming.comVideos: https://www.youtube.com/user/mabrunton
Pruitt Final update: I got an email from Tony's acknowledging the order cancellation and apologizing for not getting the product shipped in a timely manner. Issue closed from my point of view.
In a way that is good news. I expected to hear that the order from Tony's showed up at your door and that you would need to go through the return process.
So it seems that they were able to respond to that email right away and with a direct answer....but the others before that were kind of unclear and delayed. Just adds to the wierdness of the thing.
Doughless So it seems that they were able to respond to that email right away and with a direct answer....but the others before that were kind of unclear and delayed. Just adds to the wierdness of the thing.
Nothing unusual about it, it's the new service model of businesses in America right now, either you can do it our way or you can take your business elsewhere
I'm late to this conversation because Tony's is not someplace I shop.
Trainworld, Model Train Stuff, Yankee Dabbler, Toy Train Heaven (Bowser), Main Line Hobby are all closer to me, which means shorter shipping times and often lower shipping costs.
Main Line, Yankee Dabbler, Star Hobby in Annapolis, Pro Custom Hobbies, Tommy Gillberts in Gettysburg and a list of others are not around the corner, but close enough to drive to a few times a year.
The Timonium Great Scale Model Train Show three times a year is less than an hour drive for me.
So the motivation to order stuff from farther away is simply not there.
I have placed orders with Trainworld in the morning and had them the next afternoon. New York City is only four hours from here......
And not being a DCC user, the other "features" from Tony's don't hold any need here.
But I think everything I said in the other thread covers it pretty well. These are relatively small operations, sometimes struggling to get the product you want, and model trains consists of a lot of different small items - even today in the age of RTR.
It is a lot to keep track of, even in this "information age" of computers.
Cut these people some slack, again, none of them are AMAZON.
Sheldon
I've owned and operated a very small webstore business on the side for over 10 years. I will admit to almost never answering the phone, but that's more because of avoiding spam than avoiding customers. However, email is completely different and there's no excuse for not communicating with customers, especially to confirm orders, process orders, and confirm shipping.
There's also no excuse for selling stuff that not's in stock. In my corner of the small business world, I've seen many operations start up and die - mostly because their greed got so great they kept accepting orders and then could never deliver. A lot of this is because they were building the product themselves, found they got in over their head, and then tried various methods of hiding and going away when it got overwhelming.
I've told myself ever since then to never, ever, sell stuff that's not really in stock. I've done it a few times over the years because of inventory mistakes, but owned up to it right away with the customer - refunding if necessary or asking for permission to get more while keeping the customer constantly updated about the supplier's response.
Even if you have contracts or business relationships with suppliers, using that as a way to confirm items are "in stock," is dangerous. It's bad enough having to depend on shippers who are out of your control. Whether it's the US Post Office, UPS or FedEx - they've all got their troubles and the customer rarely cares it's their fault, instead of yours. The same holds true with depending on a distributor to have what you want instead of investing in the stock yourself.
I've been close to ordering from Tony's, because they appear to have the new Walthers turnouts and flex track at a very much cheaper price than anyone else. However, they show some of them as out-of-stock. I emailed them about it, got a prompt reply that included this statement:
"... the Walthers Code 83 5-pack flex tracks are in stock at Walthers and we can get as many as you'd like in about a week-10 days."
One wonders now if that's really the case or whether they would "bank" my order until enough was received to get the discount they needed from Walthers. As others have said, I hope that's not the case.
IC Tom, great post.
I too have been in the mail order retail business selling custom tractor parts.
Just like you I had the product finished in my hand before offering them for sale.
One of my parts suppliers is only 2 hours away, has great shipping, and great real time inventory. But I never trusted that. And once those bits came in, there was a small process to "construct" my item.
In my lifetime I have sold hobbies, model trains, tractor parts, electronics and more in some sort of retail and/or mail order/internet setting.
My motto has always been you can't sell what you don't have.
That is my fundamental concern about the pre-order system, and the inability or unwillingness of people to hold inventory in this business.
Back in the day, all the great shops had lots of stuff, I think it is still true today.
There may be no excuse for the current issues at Tony's, but in general what I said before still holds. We are not talking about AMAZON here.
So shop where you get good service, but understand, these are small businesses operated with just a hand full of people in most cases.
Many retailers have their ways of operating their business. The conversations here go from happy to downright ugly. Why people feel they have to do this here is beyond reasoning.
I will tell you that Tony's Trains sends out emails regularly of what is available from their site. I received one today. Nothing of interest to me, but the point is they are alive and doing business their way.
I manage a model train accessory business and our business model is we prefer to have emails which both the owner and I watch every day, including weekends. We also have a phone # on our site that I monitor during East Coast hours, yet people call at all hours to leave a message, like one at 4AM eastern time last week. Guess some people can't wait...
Yes, we do have people that read the magazine, don't do internet, and find us with some help from friends.
The point to all being that we need to remember that business models have changed over the decades. Some of us adapt, some don't. You are free to shop anywhere you like. Suggestions were made here early on, so shop where you like.
So, can we get back to our modeling instead of ranting?
chris.mincemoyer Doughless So it seems that they were able to respond to that email right away and with a direct answer....but the others before that were kind of unclear and delayed. Just adds to the wierdness of the thing. Nothing unusual about it, it's the new service model of businesses in America right now, either you can do it our way or you can take your business elsewhere
The experiences Mark and I are discussing seemed more indirect than that.
It seemed like it was a string the customer along and Dodge them until we feel like filling the order, (or we are actually in a position to fill the order) unless they catch on and cancel....model. Maybe that's the new business model you're talking about.
I don't think its gets much of a smaller shop than Spring Creek out in Deshler NE. Hired help Glenda or spouse Sharon answer the phone and takes the order (and sends an email confirming the order later). If there are some more difficult technical questions...Don?...the main proprietor will talk to you.
Unless its planting or harvest time and he can't get out of the fields in a timely manner. Then you just have to call back or he'll call you when he can.
At least their reasons make sense.
My experience with Tony's has always been postitive the few times I have placed orders with them. Case in point, I ordered a autorack and some containers on 04-12-23. They were at post office box on 04-17-23. Only 5 days to get out to Wyoming. From here, still looks like excellent place to shop.
Spring Creek is not a small shop. I visited them on a road trip in August 2021 and the inventory boggled my mind and I've visited quite a few shops over the years. There is only a small fraction listed online.
Rio Grande. The Action Road - Focus 1977-1983
nealknows Many retailers have their ways of operating their business. The conversations here go from happy to downright ugly. Why people feel they have to do this here is beyond reasoning. . . . So, can we get back to our modeling instead of ranting?
.
I continually point out the naive, intolerant, entitled Facebook-like attitudes on this site but no one ever listens.
Instead we get people who constantly repeat their entitled, narrow-minded opinions, and others who aren't actively modeling but have all the time in the world for get-off-my-lawn, kids-these-days rants.
We get the people who talk about all the eBay purchases they make, and then complain they don't have a local hobby shop or can't get what they need online from a one-person business.
Here's how I support the hobby:
If you're not supporting the hobby manufacturers and retailers, then don't complain.
I once made a large purchase direct from Rix, in preparation for building a grain facility on my layout. In the box was a hand-written thank you from Rick and an extra package of details.
Business owners in the hobby want to do their best. The problem is the increasing number of modelers who want instant gratification and take to the internet to rant the second they don't get it.
riogrande5761 Spring Creek is not a small shop. I visited them on a road trip in August 2021 and the inventory boggled my mind and I've visited quite a few shops over the years. There is only a small fraction listed online.
Jim, I referred to SC as a small shop by how it seems they do business and by the fact they have actual retail inventory as a brick and mortar shop.
Also, when I call to place an order (I don't think they have an online checkout process, IIRC), somebody picks up, and its usually one of two people, Sharon, the co-owner, or Glenda, the apparent full time employee. There may be an entire army of people working for them (I doubt it, its in Deshler, NE) but the main discussions happen from a very small group of people who have been there since inception, IMO.
I am generally pretty pragmatic when it comes to purchases. Don't have any lingering loyalties so to speak, but when I do, I like to do business with the owners who seem to make significant time contributing their labor to their business, rather than one of those absentee folks who simply "take risks with their capital and makes strategic decsions" but contributes very little of their own labor. The latter model seemingly only avaible to bigger shops that allow the owner(s) to be relatively absent from the daily processes of running their business. If the owner doesn't contribute their own labor, it makes me feel like I'm paying a little extra to allow the owner to sit on his duff while hired help does the work. Just the way I see things from afar without knowing the details.
Doughless Jim, I referred to SC as a small shop by how it seems they do business and by the fact they have actual retail inventory as a brick and mortar shop. Also, when I call to place an order (I don't think they have an online checkout process, IIRC)
Also, when I call to place an order (I don't think they have an online checkout process, IIRC)
You can indead order and checkout for items they have online; There is a great deal of inventory that was not online but they are working on it. I've mostly worked with SC via email for the past 12 years and had great service. They often have items I need and infact I have some items I'll be completing the order tomorrow.
AEP528 I continually point out the naive, intolerant, entitled Facebook-like attitudes on this site but no one ever listens. Instead we get people who constantly repeat their entitled, narrow-minded opinions, and others who aren't actively modeling but have all the time in the world for get-off-my-lawn, kids-these-days rants.
Gotta love the hobby right? It's full of grumpy old men no doubt. ahem.
We get the people who talk about all the eBay purchases they make, and then complain they don't have a local hobby shop or can't get what they need online from a one-person business. Here's how I support the hobby: I subscribe to multiple magazines I buy from local shops first I buy from retailers that advertise in the magazines second I buy direct from manufacturers third I don't buy from eBay I don't buy from Amazon
1) I haven't subscribed to a magazine in a very very long time. The ones I used to enjoy have gone out of business (MRG, RMJ). But I to regret not subbing to RMC after it was taken over by White River - It's much better than it used to be!
2) I have no local shops in northern Virginia - tons of money in the area but nothing to visit. They all closed.
3) sort of addressed
4) I buy direct from some manufacurers such as Tangent, ExactRail, Arrowhead Models and ScaleTrains. Intermountain I get from MBK. I also buy from Spring Creek as mentioned earlier. Occasionally Lombards.
5) I do buy from Ebay but only because I can't find some models anywhere else. For example the Walthers Amtrak passenger cars I needed to build a Amtrak San Francisco Zephyr and Amtrak California Zephyr have been long sold out from retailers and Walthers. You make it sound like a bad thing but it's not a sin to buy from Ebay.
6) I've checked Amazon for trains, and so far they aren't any good for model trains. But my wife does buy from Amazon and she is savvy shopper. Tell her not to and she'll own you. She's tornado!
The problem is the increasing number of modelers who want instant gratification and take to the internet to rant the second they don't get it.
I've been in the hobby long enough to know model railroaders can be the most difficult to please. I guess you can vent but it's not going to change anything.
riogrande5761 AEP528 I continually point out the naive, intolerant, entitled Facebook-like attitudes on this site but no one ever listens. Instead we get people who constantly repeat their entitled, narrow-minded opinions, and others who aren't actively modeling but have all the time in the world for get-off-my-lawn, kids-these-days rants. Gotta love the hobby right? It's full of grumpy old men no doubt. ahem. We get the people who talk about all the eBay purchases they make, and then complain they don't have a local hobby shop or can't get what they need online from a one-person business. Here's how I support the hobby: I subscribe to multiple magazines I buy from local shops first I buy from retailers that advertise in the magazines second I buy direct from manufacturers third I don't buy from eBay I don't buy from Amazon 1) I haven't subscribed to a magazine in a very very long time. The ones I used to enjoy have gone out of business (MRG, RMJ). But I to regret not subbing to RMC after it was taken over by White River - It's much better than it used to be! 2) I have no local shops in northern Virginia - tons of money in the area but nothing to visit. They all closed. 3) sort of addressed 4) I buy direct from some manufacurers such as Tangent, ExactRail, Arrowhead Models and ScaleTrains. Intermountain I get from MBK. I also buy from Spring Creek as mentioned earlier. Occasionally Lombards. 5) I do buy from Ebay but only because I can't find some models anywhere else. For example the Walthers Amtrak passenger cars I needed to build a Amtrak San Francisco Zephyr and Amtrak California Zephyr have been long sold out from retailers and Walthers. You make it sound like a bad thing but it's not a sin to buy from Ebay. 6) I've checked Amazon for trains, and so far they aren't any good for model trains. But my wife does buy from Amazon and she is savvy shopper. Tell her not to and she'll own you. She's tornado! The problem is the increasing number of modelers who want instant gratification and take to the internet to rant the second they don't get it. I've been in the hobby long enough to know model railroaders can be the most difficult to please. I guess you can vent but it's not going to change anything.
AEP528 If you're not supporting the hobby manufacturers and retailers, then don't complain.
As riogrande pointed out, not all of us have local hobby shops. At one time, I had three within a 20 minute driving distance. I fully supported all three until each of them closed when the owner retired or closed because the rent was too high. Only then did I purchase elsewhere because I had no choice. Have you considered that?
AEP528 Here's how I support the hobby: I subscribe to multiple magazines I buy from local shops first I buy from retailers that advertise in the magazines second I buy direct from manufacturers third I don't buy from eBay I don't buy from Amazon
Buying multtiple magazines from Kalmbach supports Kalmbach, but I don't see how that supports the overall hobby of model railroading. Perhaps you could explain your point of view to the rest of us.
Let's say that you can't find what you want at local hobby shops, retailers, or manufacturers, mainly because you are looking for something new that has been discontinued, but you can find it on eBay as old new stock. On principle, you avoid eBay and forego the purchase?