Experiences with Standard Hobby Supply?

[Anonymous]

I placed an order online with SHS. Within 3 hours, I realized I had forgotten to order an additional item. I e-mailed them asking if the item could be added to the original order. I haven't received a reply from them. My CC was charged $124, but my order was over $200. I have not received any kind of shipping notice or any other contact from them. Is this normal for them? Do i need to be more persistent and pester the %$#@ out of them for an answer? This is my first dealing with them. I receive much better service from M B Klein and Discounttrainsonline. Any thoughts or ideas??
Thanks for any input!
Tim

[mondotrains]

Hi Tim,
If your order was for over $200 but your credit card was only charged $124, it probably means they didn't have all the items you wanted and have "back-ordered" an item or two. I had that problem with them and the unfortunate part is that they will charge you another shipping charge for the back-ordered items. Other companies, like Walther's, don't charge additional shipping charges for back-ordered items because it's their fault the item isn't in stock and therefore they ship them free. My buddy ordered some turnouts and a curved turnout wasn't in stock. My friend was charged another $7.00 to have a $20.00 turnout shipped. When he complained, they told him "tough luck".

Another problem I've had with Standard Hobby is that they advertised a yet-to-be-released model in Model Railroader magazine for $90.00 so I ordered one. When it came, they had charged me $100.00. Neat trick....you advertise a lower price than everyone else to get the orders and then you go ahead and charge what everyone else is charging.

I don't do business with Standard Hobby anymore and my buddies don't either.

Mondo

[Anonymous]

You would be much better off with M.B. Klein.

[Anonymous]

One of the main reasons I placed an order through them was previous input here. I needed some track, and many said use SHS. I have been extremely happy with M B Klein, both online and through e-bay. Great guys and excellent service. Discounttrainsonline has treated me well also. I guess I know where my future hard earned hobby dollars are going to be spent.
I don't so much mind the fact that things are out of stock or backordered, but I would like to be informed as to what is happening. If they don't have what I want, I would like the opportunity to order it elsewhere right now, rather than be surprised when their box shows up, half empty.

[Anonymous]

speaking of online dealers,rrtrains.com advertises on this website, yet you cannot get the icon to click on anything on their screen. we've tried from several different pc's, at several different times & days.nada. anyone do business with them?

[Anonymous]

addendum to online dealers. just tried MBKlein online, and im re-directed to another site called www.modeltrainstuff.com. where is klein and who is mts.,????

[bn7026]

www.modeltrainstuff.com is MBKlein. I've used them a couple of times for both HO and N - very good response and it only took week to get the items over here in Western Australia

[Anonymous]

I can't say enough good things about MBKlein and modeltrainstuff.com. I've purchased many items from it through ebay and have been nothing but totally satisfied. I've also purchased a few things from them directly with the same result.

[cacole]

SHS is slow about answering inquiries. I have ordered from them and received no explanation until the order actually arrived, or received a letter after a couple of weeks of waiting informing me that the items were not in stock and to try again later. This happened to me so many times that I have just moved on to other sources.

[Anonymous]

Isn't it strange that the 2 largest hobby shop ads in MRR (SHS and Trainworld) are both difficult to deal with? Maybe it's the ones that DON"T advertise that we need to deal with.

[Anonymous]

Trainworld's problem starts when the lady answers the phone. She is very rude and impatient. If you don't have the item numbers ready, you better watch out![:O]

[Anonymous]

I wouldn't say that Trainworld is difficult to deal with . . . just a little inconvenient. There's a topic on here - quite long in fact, and I think the general concensus is that Trainworld is overall an OK place.

One that doesn't advertise (at least I don't think so) is T and K hobbies. There site isn't the best - but I did order some stuff from them once and had great results. The site incorrectly listed a N scale structure kit under "HO." I think a day after I placed my order from the site - the owner called and explained to me the mixup. He then asked if I still wanted to place the rest of the order. I thought that was excellent service on his part! Hey, we all make mistakes and my rule is to judge a merchant on the way they handle them. Those that do so promptly, curteously and sincerely get repeat business.

[Anonymous]

QUOTE: Originally posted by Bill Conner

Trainworld's problem starts when the lady answers the phone. She is very rude and impatient. If you don't have the item numbers ready, you better watch out![:O]

While I personally have not ordered from Trainworld, I've had my items combined with a friends many times, and we've received excellent fast service along with the great low prices.

I'm also interested in photography, and on photo newgroups there is often mention of some great camera shops in New York (B&H & Adorama). These posts also mention the seemingly impatient people on their phones too. It is often mentioned that's just the way many New Yorkers are - busy and impatient but otherwise good to deal with. Sort of a "New York attitude".

One has to imagine these order taking ladies - they probably have their switchboard all lit up with people anxious to place orders, and if someone comes across as not knowing what they want, I think they probably let them know they need to get their acts together as they are busy!

As to Standard Hobby, I only ordered from them once many years ago. Their shipping costs to me in Canada were to me a way out of line, costing more than the item I purchased. I wrote them off after that and don't even bother to read their ads anymore.

Bob Boudreau

[willy6]

I used SHS twice, both times stuff was not in stock,no more. and about TK hobby, they are good and advertise in RMC.Toy Train Heaven has always been good every time i ordered.

[Anonymous]

QUOTE: Originally posted by enduringexp

Isn't it strange that the 2 largest hobby shop ads in MRR (SHS and Trainworld) are both difficult to deal with? .

Never ever a problem for this guy at TW.
I entered an order last Friday @ 4 PM and it was shipped same day and arrived Wednesday.
On a return item, my account was credited back the day after it was received.
I do my business on the telephone and always determine if the item is in stock.

[Don Gibson]

TIM: Re: Standard Hobby Supply

Your mistake was ordering via E Mail. You should use their FREE 800 No#.
1. They will tell you on the spot whether or not the item is in stock.
2. They will tell you on the spot the current price. sometimes higher,sometimes lower. Prices change from manufacturer's and ad's are 'laid' out 90 days in advance.

I've added to my order's, asked them to hold an order, removed an item - without problem (by phone).

NO Mail Order Company I know of 'Back Order's. It's adds a high cost of paperwork..

The only thing I know that's different about Standard is they need their part number to find things in their computer.
$9 is the standard NY/NJ shipping charge both at Std Hobby and Trainworld.

[Don Gibson]

QUOTE: Originally posted by enduringexp

Isn't it strange that the 2 largest hobby shop ads in MRR (SHS and Trainworld) are both difficult to deal with?

DISCOUNT MAIL ORDER service is streamlined to reduce costs.
To buy from them is to accept their way of doing business. NO FRILLS..

There are places to buy that will hold your order and call you when it is in,
Give you advice on how to get your engines running,
Exchange items NC.
Spend whatever time you need discussing whatever.
THIS - in the trade - is called "Hand Holding". They have to pay someone to do this.

TRAINWORLD lists item's "Various Roads". You have to call to find out which roads.
STANDARD HOBBY needs their part number to find anything.
MB KLEIN (dba Moderl Train Stuff) is set up better for E Mail (but also charges more).

YOUR CHOICE.

[ClinchValleySD40]

I've never had anything except good service from Standard. I buy almost all my track and related items from them. Pretty fast service. Good idea to call first to check availability before placing an order, they don't back order.

[Anonymous]

I have ordered N scale items form them (STS) with no problem. Quite right prices I will add. Ordered via email.
Also have ordered from MBK with no problems.

[Fergmiester]

I ordered my Allegheny from Standard. The service wasn't bad but the $20+ S&H was on the high side. When the Allegheny broke Standard told me to deal direct with Walther's. Walther's policy was that I was suppose to go through the seller but when I explained what Standard attitude was, Walther's was excellent to deal with.

[Don Gibson]

Fergie: Something missing here;

Standard will accept back any purchased item from them for any reason - within a Time frame. It's stated on the back of your Invoice.

In the case : If your Allegheny was within this time frame , they would have sent you a new one upon receiveing yours. YOU pay the shipping, of course. If it was out of this time frame it becomes the Manufacturer's warranty (one year?) - or - if you didn't want to pay shipping both ways - are you SURE they didn't suggest sending it to WALTHERS so they would repair and ship back to you NC?
(2) if Walther's takes a long time to repair, awaiting any parts - THEY receive your wrath.

MAIL ORDER sellers don't repair - they replace - and bulk ship back to the manufacturer.
Where do you think BLI get's their "Refurbished" units?

[Anonymous]

QUOTE: Originally posted by Fergmiester

I . When the Allegheny broke

What went wrong with the Allegheny?
And thanks in advance

[Anonymous]

I have been dealing with Standard for over twenty years and find them to be the best in the business. If they do not have what you want they will send what they do have unless you tell them to wait. I have NEVER had a single problem with them. I also have never forgot to order everything so maybe I just have not run into your type problem. I give them a thumbs up in every fashion.

[Anonymous]

Those Riv warranties run different than say the P1-2-K especially when you are dealing with the exclusive distributor.

I wouldn't buy the Allegheny until Phil Walthers told me in writing the Walthers' policy on
returns within 12 months due to defects.

It's similar on the new FEFs. "Return to Walthers if purchased from a Walthers dealer or direct from Walthers for exchange if one is in stock". Subsequent domestic warranty/repair work beyond 12 months has not been determined on the FEFs since Lima/ Rivarossi warranties their work for 24 months.(Lima has received a tender offer by Hornby UK)

I would think that the (12 month) langauge is similar on any Allegheny still on the shelf.

I would be interested in knowing what the Allegheny problem was.

I have mine going on three years now & running only on one tire(not two)

[darth9x9]

Three cheers for M.B. Kleins! www.modeltrainstuff.com

Stay away from SHS. I ordered 1000 pairs of Kadee #5s from one of their advirtised sales. They sent them to me in three batches over 6 weeks - I got charged for shipping on each one. A terrible way to do business.

BC

[Anonymous]

Well, as I said, I have no problem with them not having everything in stock. Just let me know, and send an order confirmation and tracking info. I ordered from their web site, not a sale ad in a magazine. It was supposed to be current. If they don't have something that I want NOW, I could order it somewhere else. Now it's a crap shoot. I have to wait until their package gets here to find out what I am getting. I have ordered ALL of my hobby supplies online without a problem until now. The prices aren't that much better at SHS, and when you add their higher shipping ($9) compared to M B Klein ($5), the difference isn't worth the lousy service. If these companies want to do business by telephone, they should say so in their ads. Don't screw me today and say I should have called.

[Anonymous]

Also, how long does it take to get an order from them? They charged me on 9/22, and I haven't received my order yet. I get things from California in 5 days or less. It's been 6, and they are in NJ.

[Don Gibson]

QUOTE: Originally posted by darth9x9

Three cheers for M.B. Kleins! www.modeltrainstuff.com

Stay away from SHS. I ordered 1000 pairs of Kadee #5s from one of their advirtised sales. They sent them to me in three batches over 6 weeks - I got charged for shipping on each one. A terrible way to do business. - BC

Sounds like either a Back order situation - which they do not do just for this reason - or Order triplication, which would be errors on their part - unless you placed your order 3 different times, which would generate triplicate paperwork.

A FREE phone call (800 #) would clear this up.What I don't understand is WHY you are complaining to US, rather than calling THEM, to solve this?

Sounds like an 'other shoe' hasn't been dropped.

[Anonymous]

QUOTE: Originally posted by Bill Conner

Trainworld's problem starts when the lady answers the phone. She is very rude and impatient. If you don't have the item numbers ready, you better watch out![:O]

I would agree with Bill on Trainworld as I simply said, thank you and goodby to her and got the product from some other shop.. They would not sell the items even at full price and let me pick the road on one passenger car.
The girls have their instructions and they are order takers and they must follow them, unlike most of the smaller shops that a lot of us deal with. I did order an engine once that was listed at $89 and she tried to charge me $99 since that was the latest price. I stated the MR had the product listed for the month at $89 and if it was not $89, I did not want it. It became an $89 product again./

Standard has their own way also, but I have received many orders from them over the years as our club used to order as a group and most of the orders were fairly well received.

If you forget an item, it is better to reorder the item as a separate thing and not try to add on if you are dealing with a large order taking type store.

MB Kelin is interesting and usually does a good job of shipping me what I wanted.

[Anonymous]

Well,
I am not complaining to you, or others here, but rather asking if anyone else has a problem with them. If problems are common, I will consider my experience as common and not deal with them again. If most have success dealing with them OVER THE INTERNET, then my experience is unique and I might want to try again.
As far as the item I forgot to include, it is no big deal either way. I e-mailed them and asked if it could be added to the existing order that I placed LESS THAN 3 HOURS earlier. If not, fine. I wouldn't think that would be a problem, but here it is, 7 days later, and still NO E-MAIL from them answering my question or telling me my order has been shipped. Everyone else does that (at least everyone I have dealt with not in the east) so why can't they?
Also, 1 last item. The main reason I am so hung up on using the internet instead of the phone is I have proof of what I do on the internet. I don't have to get into an argument with some pimply-faced kid that screwed up my order saying he-said, she-said just trying to save his job because he screwed up.