Hornby Reviews 120

Seems a lot of the recent reviews on here are poor. Thought I'd share my positive experience with Hornby. I ordered Sunday evening, spending over £100 which included a free train and Christmas tree. DPD attempted delivery Friday but I wasn't home. A total of five (5) days. Not too shabby. DPD delivered order next day and I found the items to be very well packaged. A lot of care was made when putting together my order. Very impressed with the service received. Only niggle I'd have is it would have been nice to make the tree an optional gift as I don't need a tree (it's due for delivery on Monday). But I'll probably pass it onto someone who needs one. Will definitely be back.

Bought a Hornby R60028 vent van last week, though not from Hornby. When it arrived it was different to the picture on the supplier and Hornby websites (it had running no. B777345, no white markings on the side). I took this up with Hornby and they said that the image was of an earlier product which was later changed by the design team. Since they didn't chage the image on their website I sent in a review pointing this out. The review was very quickly removed. The image on their website still hasn't been changed to the correct one. They obviously have total contempt for their customers!

The website kept rejecting payment for items - when I rang I was told that there was a problem their end, and I was asked, and gave, my phone number for a return call when it was working. After a day of hearing nothing I called again to be told "our website is still very hot and miss in payments, we will call when it is reliable". I have heard nothing since. Presumably Hornby wants the business as it has created a monopoly supply situation and refuses to help retailers? They aren't going the right way about it.

I sent my Hornby Select in for a firmware upgrade, I was told there was a 28 day turn around, but after about a week I got a call to pay for the upgrade and the next day the controller was at my door. I am very impressed with Hornby service on this occasion.

Just purchased the
HORNBY R40371 L&MR Centenary Carriage And Huskisson Coach Pack Centenary 1930 to add to my R30232 L&MR, Centenary 1930 'Lion' Train Pack to make complete train , after opening found there were no couplings for coaches . Contacted Hornby over this
reply was
Thank you for your email. Sadly we are unable to provide any replacement couplings for the coach pack that you have, all I can suggest would be to return the pack to your place of purchase I'm afraid.
Thought this was very poor as they are small plastic draw bars that can easily be mislaid or lost.
Very poor customer service would of even paid for them .

Brought the new Hornby APT. It is not a good experience. Overpriced, slow runner with cheap (toyish) looking parts. On the 7 car set the one NDM could hardly pull 7 cars. This bad experience means I am unlikely going to buy Hornby again.

Placed an order in March 2022; asked numerous times for update, and heard absolutely nothing..

I love this brand but will not order again until this matter is resolved

Roland Thomson

Had a problem with a Hornby Locomotive after I derailed it, totally my fault, resulted in damage to the delicate valve gear. I contacted Hornby about repairing it and fully expected to pay for the repair and return postage, they gave me the repair address and a reference number.
Posted it on a Friday and received the repaired locomotive the following Friday, they had fitted a new valve gear and returned it with no charge not even the return postage.
Amazing service and exceptional that there was no charge, the locomotive was way out of warranty. Thank you Hornby Hobbies superb.

Have purchased several model railway items from hornby, fast delivery and well packed. Had no problems with the models all came perfect and the engines worked fine with sound and lights to add to the realism. Have joined there collectors club. Which offers a selection of exclusive items, in all been very pleased.

Bought a Flying Scotsman Train set for my dads 70th birthday at a cost of £250 but it wasn’t what he wanted. Tried to return but they only have a Five day return policy so wouldn’t refund or exchange. They then had the audacity to offer. 20% discount of our next purchase! Won’t be buying anything from them again. Taking this to trading standards. Obviously a failing company which is sad

Wrong part in package.
Typical, get to the last part to fit together on a war plane with my autistic nephew and it's the wrong part.
He did his nut, he struggles to cope sometimes and couldn't understand how a wrong part could be in the packet. He had to be taken away from the model to help calm him down.
Contacted Hornby explaining what had happened and that because he suffers from autism this may put my nephew off this new hobby and we were not happy.

Yes, we got a quick response and the part was sent out by return which we were happy about, but over the 2 emails not one apology for what had happened. Eh Customer Service with a smile, no.
Now after reading some other reviews, customer service doesn't seem to be a strong point with Hornby.

Hopefully this whole episode will not put our nephew off trying new things in the future.

Several attempts to get a part that was missing from a Hornby goods shed. Taken 6 calls and several emails over 2 months. Still waiting… the item is needed for a school project which has to be in next week. So frustrating and disappointing. We will be reluctant to order again!!

This time, like every other time I have contacted Hornby Customer Service, I have had to chase them on every occasion for a reply. They have one of the worst customer service departments I have ever encountered and it does not reflect well on the Company. It makes me wonder why I bought their products. Even 1 star is too many. Get a grip Hornby and shape up to your responsibilities. I'm still waiting

I recently bought 2 Micro-Scalextric sets for 2 of my grandsons, only to find that I had duplicated the present for one of them as a family member had also bought the same gift.

The Customer Care team were very helpful and efficient in arranging my return of the now unwanted present.

The set I did get to give as a gift was the Batman version and my 4 year old grandson loved it!! It was easy to build, the product looked great and my memories of my Scalextric days led me to expect tears as the 4 year old might keep sending the cars flying at corners!!! But I needn’t have worried as the cars were very forgiving and stayed glued to the track as they flew round the circuit at high speed. An instant success all round

Given an Airfix model of HMS Victory. Initial pleasure of building the kit swiftly gave way to frustration. Kit moulds very poor with overruns that need to be cut or filed for a good edge. Instructions are insufficient in detail and diagrams misleading. Parts do not fit without edge trimming. This a model no one should buy. This is a model that should not be on sale

Bought my grandson the Santa Express. Parts missing, unable to use on his birthday. Phoned Hornby UK; rude, disinterested staff who obviously have no interest in customers nor have any management authority to rectify problems. As far as I can see, China produce and package these plastic models, so the only responsibility the UK staff has is to market and distribute efficiently. I awaited a phone call fro a so-called manager which never came. Sadly, low grade performance. Grandson’s birthday ruined, no apology from the faceless British office managers. Hornby is a failing company living on the past reputation. Their demise is clear to see.

Disappointing. Faulty item on arrival. Trying to email Hornby about matter is a nightmare. Seems automated response is only response. If cant get resolved will not hesitate to take to court. Used to trust Hornby but cannot easily recommend now.

Poor quality over priced and I’m fed up with the constant delays with items release date lack of spare parts availability it’s just gone to pot in my opinion customer service is useless after my new apt burnt a hole through the body shell due to cheap nasty Chinese electronic components no apologies just kept waiting for it to be resolved.
I won’t waste my money on their new products anymore due to poor quality an rip of price

Woeful rude staff; as DPD don’t deliver given I repeatedly complained about aggressive swearing driver trying to come into my hallway: and numerous parcels not delivered or damaged. Hornby say not their problem and despatch anyway with DPD, guess what went from delivery today to tomorrow to next day to 5 days time at drop off. Given past experiences will never be seen again. Hornby manager rude ill tempered and tutting, telling me respect works both ways. Not when you tell them the driver was racially abusive and they fob it off.

Pretty toxic, oh and I don’t have a refund either.

I have just renewed my HORBY club membership only to find they no longer issue a free cheap loco. THE said loco is now available as a seperate purchase for slightly less than £30. I will be cancelling my expensive pre-orders. Hornby have become a MEGA penny pinching organisation. If it is to survive they must reinstate the previous management company and get rid of the current CEO who has almost ruined the company once before.