Accurascale Reviews 27

Extremely poor customer service from a manufacturer of fantastic models. I’m not sure that I would buy directly from Accurascale again. Instead I will use retailers who offer much better customer service

I would give minus stars if I could. Thursday i brought a freightliner class 66. Due to work etc I managed to run it in Sunday night.....until the motor burnt out and shorted my controller. Life time warranty yeah right I contacted them and just got excuses trying to get out of a faulty brand new loco. I returned it today due to lack of customer service and ego problems saying we're the best etc Hmmmm that leaves a bit to be desired. Loco returned and a bachmann class 66 purchased instead and problem solved . I will never buy another accurascale product again due to problems with all 3 items I brought.

I agree with other poor reviews. The support department is full of sales prevention officers. The onus is placed on the customer to prove things are faulty. There is no reassurance. Took two attempts to try and resolve a sound decoder fault. It is still unresolved. Asked for postage refund twice got credit note. Gave up in the end. Just could not take anymore. This is not an isolated issue have had similar problems before. Additionally echo poor feedback concerning cancelling a preorder - guided to use credit when reason to cancel was down to lack of funds due to unforeseen changes in circumstances. The models are very detailed but let down badly by poor quality control and support. It has spoilt my enjoyment of the hobby to the extent that I am considering stopping.

I bought a Class 66 66414 Sound Fitted loco at £279.95 sent it back because the top Grill was badly fitted on corners and had Glue marks on Body. I got a replacement and the all Front Lights were very dim lit. Told Prototypical and if I had a problem with them to Buy a Programmer at a Cost of £140 to change the CV's. Nice Customer Service.

I received my pannier tank today and I’m absolutely blown away with quality, detail and appearance of my model. It was well packaged and I love the information book on the history

I purchased a sound fitted J67 from retailer TMC, but it had running problems, stopping intermittently with crackly sound. So, I thought I'd get the problem fixed by taking advantage of Accurascale's "Lifetime Warranty". I emailed Accurascale with a video demonstrating the running problems. However they insisted that I had to pay to send the faulty loco back to them. I then had to wait 4 weeks to get the supposedly "repaired" loco back. Annoyingly the problem was NOT fixed, all Accurascale did was reset the decoder to 03 and send it back to me with exactly the same running problems. So, I had to return the loco to the retailer TMC, again at my own expense, to get a credit note.
This is not the first problem that I've had with an Accurascale loco, but it will definitely be the last, I'm not buying another of their models.

They take payment months before any chance of anything being posted. Delivery dates keep changing and are always vague.
Cancelling is more difficult than ever with the cancel tab now removed off their Web site. Will never buy again.

Below is an email I have sent to customer relations at accurascale. It speaks for itself, and we will see if I get any response. Quality control for class 50 loco was lacking.

I bought a few months ago a Deltic loco (Ballymoss), high standards and fine (order 111612) I then bought Sir Edward Elgar class 50 (order 128034) and then so enthused a few days later another class 50 (Rodney) (order 128928), the latter was fine, not so Sir Edward Elgar although I ended up giving a 4 star review as you know on your site. The problems with Elgar are now listed (not uncommon it seems):

1, a buffer ladder fell off
2. one of the chains above the wheel kept falling off, very difficult to put back on, the lug needs to be deeper.
3. 2 not one buffers fell off, reattached although neither spring load in them now work
4. lower orange box on offside cab end loose, reattached
5. lower orange box (x2) on nearside with cable to lower box on nearside of cab front, one loose other had already snapped.
6. on one cab end the isolated larger orange box was also loose in the box (a common problem it seems), reattached but not easy , needs to have 2 separate lugs instead of one wedge - a manufacturing defect I suggest
7. etched plaques adequate but Fox’s plates far superior (see attached photo) have not finished applying (small coloured plaque that comes with the main plate excellent, your pretty awful
8. Worst of all just through holding the loco in my not very sweaty fingers most of the lining started to come off, very poor lining indeed, have now removed all the rest of the lining.

I have as a result slightly weathered the loco, which I am happy with and the loco actually runs (like Rodney) brilliantly, But these defects on this sort of detailed upper range locomotive should not happen and are irritating. Comments?

Paul Denham

Bought and paid for a model three years ago - arrived today and pieces fell off. The response was:

Hi Anthony,
Sorry to see that, nothing I'm sure a drop of super glue on a cocktail still wont resolve, unless you'd prefer to initiate a return which I can direct you on>

Terrible customer service, substandard product.

I purchased a model on 22 November 2024. Accurascale sent the wrong model, which I flagged the same day. I finally received a refund on 17 April 2025, after nearly 5 months and an exchange of 34 emails. The return postage was considerable as I am overseas and the amount provided (after trying to fob me off with store credit) did not cover postage in full. Nor was the refunded amount for the model correct (after trying to fob me off with a measly 10% off my next order), but at this point the whole fiasco has robbed me of enough sanity.

The issue was quite clealy Accurascale's mistake and they made no attempt to suggest otherwise, but I was left out of pocket for their error. Staff were arrogant and unapologetic throughout, and treated each email as standalone without looking at what had gone before - A Sales Prevention Officer indeed. Hands down the worst customer service I have ever dealt with. I would not even consider buying from Accurascale again in the future.

I feel like leaving a review might be pointless since this is an unclaimed profile, but I still want to share my experience with Accurascale. I’ve had a hard time getting my hands on their coaches and trains because pre-orders sell out so quickly. This makes it increasingly frustrating to secure the items I’m interested in, and I often end up resorting to eBay where I have to pay far more than I should, thanks to scalpers who buy and resell them. It’s disheartening because it feels like the hobby is becoming less accessible.

When I finally had the chance to purchase one of their rolling stock, like the Class 31, I noticed an option to pay in installments through Partial.ly. However, my attempt to use that option was declined. I contacted Team Accurascale’s customer service and spoke to Patrick, who informed me that the installment plan is only available for pre-orders—something that wasn’t mentioned during the purchasing process. If this option is truly only for pre-orders, it should be made clear upfront or not appear at all during checkout.

I expressed my frustration to Patrick, explaining that this lack of clarity caused me to miss out on the purchase. His response was that the information was 'located right next to the Partial.ly link in the shopping cart.' However, this wasn’t obvious at the time, and if it was mentioned, it wasn’t prominent enough to avoid confusion. This experience left me feeling disappointed, especially after already struggling to secure their products.

copy of email sent to Accurascle and still no response. " Dear Accurascale Support Team,
No Response & Unfulfilled Order (Order ACC-115648 & Class 31 Warranty Issue
I am extremely disappointed with the lack of response to my February 20, 2025 email regarding my Class 31 - 31248 (DCC Ready) warranty claim. It has been a week with no acknowledgment or assistance on a product that was sold with a lifetime warranty. This level of customer service is unacceptable. See attached mail for the full email thread you have ignored. With the attachment are further attachments of invoices you have sent me.

To make matters worse, I placed a new order for an Andrew Barclay 0-4-0ST 14" 47 in NCB blue ( Order ACC-115648) on February 24, 2025, at 8.40 am with DPD 24 Hour shipping. Despite this, the order remains unfulfilled and unshipped, and I have received no updates. This directly contradicts the advertised 24-hour shipping commitment, which I relied upon when making my purchase and could be seen as misleading and or miss selling under the Consumer Rights Act 2015.

I now require:

1. Immediate confirmation of when my Andrew Barclay order will be dispatched - as this delay is completely unreasonable given the stated shipping timeframe.
2. A direct response regarding my Class 31 warranty claim - including a resolution plan for the manufacturing fault I reported.

The lack of communication and failure to uphold both your warranty and shipping commitments is deeply concerning. I expect an urgent response and resolution without further delay.

Best regards,

Mark" No response and I still have one faulty loco and one loco paid for with no delivery.

Bought a Deltic model that Accurascale already knew had a problem but sold it anyway. Apparently there is a fix for the loco problem but they failed include this information with my Deltic and also failed to inform me subsequently. This is information is allegedly on their website somewhere but is not prominent. The information given is inaccurate as evidenced by the video I watched. I discovered this fact whilst watching a Youtube video!
Customer service is non-existent. I'm now expected to pay to return my Deltic to the retailer for a refund. Various Laws have been breached but they don't care. I'll let the relevant authorities deal with it.

Just received my Accurascale
P class loco. #325.
What a little gem of a model.
Beautiful finish and it runs like a swiss watch.
Amazingly well packaged too.

Outstanding quality.

Ordered Deltic in March, in stock when I ordered, out of stock next day. This continues untill October. Eventually received word it was in packaging (November). Assured it would be posted on 13th December by Royal mail 48 service. Up to now Royal mail has no details of the package in their system. Not good.

I am new to this hobby and so far have purchased nine locos, three of which are Accurascale. These were the Class 37, 66 and 92. They are all exceptional with amazing detail and run perfectly out of the box. Sound is also far superior to any of my other locos.

Customer service has also been excellent. The sound on my Class 66 was cutting out so got in touch and received a response the following day. They asked me to do some changes to CV settings and following this a new speaker was sent out. I also broke one of the coupling pockets (my own fault) on one of my Nuclear Flask Wagons. I contacted them via chat and after confirming my order, they sent me a new part FOC.

Accurascale have received a lot of awards this year and its well deserved.

Brought a Class 31 that's was faulty. Needed customer service help. Strangely no phone number. Used online chat and the respondent ended the chat half way through. Made contact the day after. Advised to deal by email with technician. Stated he woukd get back to me re my query but received no reply. Also on product description it states has working cab lights. The technician told me they don't. You shouldn't be advertising it as such then. Despite this loco runs well and looks OK but on my experience I wouldn't buy from them again.

Just received my military siphon G. Detail excellent, yet another market leader from this company.

Another excellent model by Accurascale. The class 66763 is well detailed and the sound is of excellent quality.This is the third locomotive I’ve bought from them the other two being class 37s, which are of equal quality. It was well worth the wait and the customer service is excellent keeping you informed of the models production and delivery dates.

Accurascale support unhelpful not apologetic and not interested in resolving my issue.
They cancelled two orders without any warning although they claim they sent me four reminders for each order. I have received all the regular emails they send me, it is just these 8 I never got ? I regularly check my junk mail as well as my in box so I would definitely have found them had they arrived. I suggested they send a test email, but they are not interested and have closed the case. So Zero stars from me.