Excellent service

We are all good at highlighting the bad experiences we encounter in dealing with shops, both hobby related and generally.

I'd like to highlight one of the best spending spree's that I have had the pleasure of experiencing.

I was trawling the net ( as you do ) looking at building kits and after reading various reviews decided that the main structures that are to grace my layout ( when ready to commence ) would utiliseTownstreet casts.

The detail is stunning and so life like, in my opinion, and brings scale, detailed buildings within the reach of those who have still to improve on their scratch building techniques.

I picked up the phone, not really expecting an answer as its Sunday, and to my surprise……….a pleasant response at the end of the line. After explaining my surprise at Sunday opening I was told that generally it is not guaranteed on a Sunday " but if we are in we will always answer  ". Good start. I explained that I was not started my OO scale layout, but once it's home was ready, it would be based "loosely" on the Edinburgh Haymarket MPD at the transition stage.

I ordered a north light 3 road engine shed ( which will need extended eventually ". A louvre roof engine shed, a red brick signal box, a red brick water tower and a goods shed.

I never asked the guys name, ( unfortunately ) but immediately we engaged in some very interesting conversation asto architecture detail etc that was suitable for the Haymarket layout. The chap was very knowledgable and more than happy to share both his immediate knowledge, and I get the feeling that he was prepared to do a bit of research for me. Absolutely amazing service.

On the back of the various conversations, I was delighted,to proceed and commit to buying, which I did as not only did I get what I was after, but finished my experience with the confidence that I was making the correct decisions.

Ok……..next off, I go to make payment and the chap confirms my order and totals up my purchases ( £ 265  - roughly ). Thanks for your custom. I will include a catalogue and some excess materials which will allow you to do a trial run before painting. He explained the best methods, materials etc. I will also include some freebies. A small play layers hut and a yard office. ( estimated value of £ 35.00  ).

If there is any questions or queries, please pick up the phone as weare delighted to help where we can.


The above ( summarised as if I went on any more, I would probably have you all crying ), has to be one of the best buying experiences I've had and I will go out my way to look for potential inclusions of their products into my layouts going forward.

I am sure that anyone using these guys would have a similar experience as is genuinely felt like it was in their blood.

Keep me posted of your experiences on either Townstreet or any other suppliers that you may use. Good or bad.

Toto.

Hi Tom,do you have a link for them?.I tried googling but came up with a load of obscure links.

Spurno,

I am so IT thick I would not know how to set up a link. However, I simply typed Townstreet models into the search engine and up it came.

When I went into it,you just select " products" and it takes you there. It is not the best of websites as it gives you thumb nails to click on to enlarge the images and they don't seem to work so well. At least that was my experience of it.

Many apologies for not being able to provide you a physical link. I have made a pact with myself to put my b@!!s on the line and commit to uploading images onto the forum in order to get my fear of the unknown overcome.

If I manage to get my inadequacies dealt with ahead of anyone managing to provide a link for you, I will gladly oblige as there has been so many other fellow members went out of their way to help me previously.

Cheers for now

Toto.

That's ok.I put in townstreet casts which is why it probably why it didn't work.As to helping,that's why we're all here.:thumbs

Is this it?

Townstreet Models

Robert,

It's the very one. Absolutely marvellous.

Everyone should tap in foran awe inspiring jaw dropping peek at these.As I said, for those who have still got to up their game as far as scratch building goes, these are as good as it gets.

Without meaning to change the tread in anyway, as I've stated many times on the forum, I'm not at the building stage yet. In order to participate beyond just talking, I will attempt to upload some of my accumulated stock to date. You can never see enough piccies of loco's and other shiny things. Again I work away through the week so any time consuming activities beyond chat needs to be done at the weekends. I shall try to get a start made next weekend. Keep an eye on the posts as I may need some uploading advice. I also have some piccies of a layout that iBook at the Bo'ness and Kineil preservation groups facilities a couple of weeks ago.

Once again

Many thanks to everyone for your help, interest and even more important, patience.

Toto.

So I guess you didn't take the missus along then…??

It's always good to have a sales person give great service as it's a sure way of getting you back in the shop again and again.

I visited a well known model railway shop on Friday and whilst I was admiring all their brass NSW locos, I was questioned about purchasing more brass locos, after all, I do have one of their earlier brass locos. When I told them no thanks, I'm now modelling British, the shop keepers whole persona changed ! He just wasn't interested anymore…

Cheers, Gary.

I can't say for the current owners (presumably they have carried on with the great service) but I found the previous owner/proprietor very chatty and pleasant. He offered to customise things to suit my needs, and offered a similar service for a good friend in Geelong.

I like the textures their kits provide, above that of plastic or card kits.

Well the moment of truth.

The Townstreet products were meant to appear yesterday but alas, not to be.

I gave it until today and phoned up, not that I'm in any rush for them to be honest, it is the catalogue that I am looking forward to receiving.

Anyway, they apologised for the no show explaining that they had been sent off on Wednesday morning on a guaranteed 48 hour delivery with Parcel Force. Iwas given the tracking number of the consignment although Townstreet themselves were already on the case.

On phoning Parcel Force a very nice lady explained that they had been tracked down to their Covemtry National Hub and that it would be with me on Monday. She acknowledged that the parcel had been sent 48 hour delivery terms and did not have an explanation as to why this had not been met. However, as I mentioned, she seemed genuinely apologetic and had a nice manner about her.

I just came off the phone and it rang again, this time Townstreet. They had tracked the parcel through to the same conclusion and were so apologetic to the point of clear frustration as it was the second parcel this week to be treated the same way by Parcel Force.

I had to tell them not to be too concerned as I was in no rush. This however as they said is not the point. The lack of performance has a negative reflection on their business and they do pay over the odds to have it sent 48 hour delivery so they expect that to be honoured.

Once again, I was told, we'll put  a little something extra in the post for you as we appreciate your order. We will also be attempting to reclaim theist age back from Parcel Force as they have not provided what they were meant to and we shall pass the postage fee back onto you. ( £15.00 ).

I told them that should they get a refund to keep it themselves as I am happy with any class of postage, as long as it gets here at some point. Also that although it is a very generous touch to offer " a little something extra" that it. Was not necessary as I don't measure their performance based on the misgivings of Parcel Force. Townstreet should not be out of pocket.

In Summary, even though my goods are not yet here, Townstreet in my opinion have done everything possible to serve their customer. They jumped onto the issue immediately and kept me informed every step of the way. You can't ask for anything more.

In my opinion, they continue to be number one and as I said, I can't wait for their catalogue to arrive to place my next order.

By the way, two Bachmann Deltics purchased from Harburn Hobbies, both weathered and looking absolutely stunning.

One very " chuffed "

Toto.

It sounds like Townstreet definately want to keep you as a customer ! That's great news that they have honoured you, but your right, Townstreet should not be put out of pocket due to Parcel Force's questionable service. No retailer should be let down as such.

Cheers, Gary.

Townstreet goods arrived this morning. Unfortunately I had already departed and was heading up north ( Dalwhinnie ) and won't be back home until Friday

My other half phoned to give me the good news, I'll just need to wait until Friday now. Drat.

Cheers for now

Toto.

An update on Townstreet models.

I got home from work on Friday to find a letter on the doorstep. On opening it, I discovered it was from Townstreet models. Pat, the owner does not do IT but one of his friends that does alerted him to a couple of posts he had discovered through the various forums. One was mine.

He was taken aback by the kind words and endorsement of his products  and decided that he wanted to write personally to thank me for taking the time to provide such positive feedback.

I phoned him for a chat as it's been some time since I have bought anything from him and also wanted to find out if there was anything new in the pipeline.

He informed me that he is working on a two lane diesel depot and also a loco workshop with an internal loco hoist. He did not give a date for release yet but said he will keep in touch and contact me when they were available.
He asked how I was doing with the kits so far and I explained that I had stopped building any for the time being as the one I did start had ended up being damaged in storage whilst awaiting completion. He asked what part was broken and when I told him ……… There is one on the way in the post.

I had a great chat with him and he extended an invitation to pop in for a cuppa should I find myself in his neck of the woods.

As I said before, there is no relationship there nor do I get any kick back for endorsement. I'm just a very happy customer. Take a look on line for yourself.



Cheers

Toto

Wow it's nice to see such true passion in selling items.

May there business strive.

I look forward to seeing some pictures of your models.

It is also great to know that the current owners have carried on, or even improved upon, the good work of the previous owner.

:thumbs

I never knew the previous owners but Pat certainly goes the extra mile. He's a pleasure to deal with.

Toto