Should be zero stars if available. Ordered track ballast on 10/06/24, but nothing was heard, several follow-up emails, and still nothing. Now appear to have ceased trading (I wonder why...). I was... See more
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I ordered three packets of Pola Glue in April and paid by Credit card. Nothing has ever been sent and no refund offered. I have sent numerous e-mails asking what is happening but get no reply. I woul... See more
The governor is clearly passionate about his company...and when I explained his website was difficult he explained his enormous, and ever increasing stock made an ongoing challenge to his ongoing... See more
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Despite being out of stock with the supplier, my order was fulfilled in reasonable time, especially as it came from mainland Europe. If there’s something I would have liked is some feedback regarding... See more
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Company details
Written by the company
Welcome to House of Hobbies. We are a small business selling model railway, scale model and RC kits plus all the accessories, paints and tools you need to create your miniature worlds. We stock all of the normal UK brands and try to specialize in the European and US brands too so if you after something for your model railroad or a new addition to your fleet of kits then please do come inside and take a look. **We hit a huge growth patch late in 2023 which caused issues with our service levels and we are working hard to implement changes to prevent them happening again. Better to be honest and own the mistake than hide away** Please do look at our reviews both good and bad and remember that less than 5% of happy customers actually leave reviews but we certainly do make mistakes and naturally get flagged on here for them. I guess we are saying look at the bigger picture and remember that none of us get up of a morning actively wanting to upset our customers. Thanks and welcome to the family. Martin
Contact info
Unit F, Platts Lane Industrial Estate, L40 7TP, Ormskirk, United Kingdom
- 01704643513
- sales@houseofhobbies.co.uk
- houseofhobbies.co.uk
2.6
Poor
625 reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
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I got my purchases at good prices and…
I got my purchases at good prices and was happy with the overall service. However, I did wait four weeks for delivery.
April 20, 2024
Reply from House of hobbies
Apologies for the poor service that you have received. We have been hit with some terrible issues meaning staff shortages plus I have been very ill myself. As a result, the orders have been delayed and due to the sheer volume of calls and emails they have not been dealt with. A response does only take a few minutes but when it’s 200 responses a day that is a lot of minutes and everything just feels worse.
I do understand the frustration of any customer not being able to get through and can only be thankful that only a small percentage of our customers have resorted to negative reviews which don’t help the situation at all.
The error is certainly ours and we are almost over the hill and back to normal so I would urge any potential customer reading this to look at the positive reviews and remember that I never wake up actively wanting to upset customers and ruin my business, but hard times can affect all of us.
No sign of delivery
No contact, sent 3 emails and my order has still not arrived 3 weeks later!! Please can someone contact me thanks.
April 21, 2024
Reply from House of hobbies
Apologies for the poor service that you have received. We have been hit with some terrible issues meaning staff shortages plus I have been very ill myself. As a result, the orders have been delayed and due to the sheer volume of calls and emails they have not been dealt with. A response does only take a few minutes but when it’s 200 responses a day that is a lot of minutes and everything just feels worse.
I do understand the frustration of any customer not being able to get through and can only be thankful that only a small percentage of our customers have resorted to negative reviews which don’t help the situation at all.
The error is certainly ours and we are almost over the hill and back to normal so I would urge any potential customer reading this to look at the positive reviews and remember that I never wake up actively wanting to upset customers and ruin my business, but hard times can affect all of us.
Anyone that can empathise with situation and is happy to remove their review after reading this would also have my utmost respect and appreciation as moving forward the damage left on here only causes harm and we are striving to be one of the few model shops left offering a good service.
Total Chaos
I have engaged with this place on 3 separate occasions now, each time it has been painful. I placed an order on the 23rd April and after receiving nothing for over 2 weeks, I attempted to call the shop. 7 attempts later I gave up and sent an e-mail. 4 days went by and no response. I decided to drive to the shop - a round trip of 50 miles. As per the last 2 visits, on arrival the shop was in chaos with boxes of unpacked stock laying around, packaging materials on the floor and empty boxes stacked in front of shelves so access to the goods on display was impossible without moving the obstructions or risking a mishap. I spoke to the owner about my order and was advised it had not arrived. I then asked why he would not answer the phone or respond to e-mails which resulted in my being subjected to a labored sob-story about staff shortages, ill-health and every other excuse under the sun - that doesn't really align with his statement on the right of his homepage in which he suggests that he 'owns the mistakes'.
I finally got a refund and a half-baked apology - no good-will gesture, nothing! There is absolutely NO excuse that justifies a retailer continuing to accept and take payment for orders that they were knowingly unable to deliver in good time. Staffing issues are not the problem of customers……they are for the retailer to address. If it is not possible to complete an order in a timely manner then don’t take the order and money in the first place, put a hold on orders until the backlog has been cleared, it’s basic retail good practice.
Poor customer service = no future orders. It’s common sense!
Won’t be using this greedy retailer again!
May 14, 2024
Unprompted review
Reply from House of hobbies
I feel this is very unfair Tony. I do understand your frustration but when you came into the store I tried to explain the situation and you were just rude and would not listen. I could not offer a full apology, compensation or anything else as you just shut me down repeatedly. I also tried to explain that we had just returned from a show which is why the shop was untidy but again, you wouldn't let me talk and again, were just plain rude. Sometimes business make mistakes and we are dragged over the coals for it but we never get to highlight the customers who are in the wrong and rate them.
Again, I am sorry for your frustration but this review is more reflective of you than of us
Still waiting for order after 3 weeks
Still waiting for order after 3 weeks. No communication from you and no reply to my email asking for update.
April 20, 2024
Reply from House of hobbies
Apologies for the poor service that you have received. We have been hit with some terrible issues meaning staff shortages plus I have been very ill myself. As a result, the orders have been delayed and due to the sheer volume of calls and emails they have not been dealt with. A response does only take a few minutes but when it’s 200 responses a day that is a lot of minutes and everything just feels worse.
I do understand the frustration of any customer not being able to get through and can only be thankful that only a small percentage of our customers have resorted to negative reviews which don’t help the situation at all.
The error is certainly ours and we are almost over the hill and back to normal so I would urge any potential customer reading this to look at the positive reviews and remember that I never wake up actively wanting to upset customers and ruin my business, but hard times can affect all of us.
Anyone that can empathise with situation and is happy to remove their review after reading this would also have my utmost respect and appreciation as moving forward the damage left on here only causes harm and we are striving to be one of the few model shops left offering a good service.
It is now 3 weeks and two days exactly…
It is now 3 weeks and two days exactly since I placed my order and my money was taken. No delivery, no answer to many phone calls, no reply to several emails. Absolutely no communication whatsoever. Lame excuses on website about staff problems, totally unacceptable, seemingly no problem in respect of taking money. If possible I would give zero stars.
April 21, 2024
Reply from House of hobbies
Apologies for the poor service that you have received. We have been hit with some terrible issues meaning staff shortages plus I have been very ill myself. As a result, the orders have been delayed and due to the sheer volume of calls and emails they have not been dealt with. A response does only take a few minutes but when it’s 200 responses a day that is a lot of minutes and everything just feels worse.
I do understand the frustration of any customer not being able to get through and can only be thankful that only a small percentage of our customers have resorted to negative reviews which don’t help the situation at all.
The error is certainly ours and we are almost over the hill and back to normal so I would urge any potential customer reading this to look at the positive reviews and remember that I never wake up actively wanting to upset customers and ruin my business, but hard times can affect all of us.
Anyone that can empathise with situation and is happy to remove their review after reading this would also have my utmost respect and appreciation as moving forward the damage left on here only causes harm and we are striving to be one of the few model shops left offering a good service.
Placed two orders for over £300 and…
Placed two orders for over £300 and have tried to contact them twice but no reply. Still have not received my items. Placed first order 22nd April. Very bad service as no contact from house of hobbies and no items that l have ordered. Don’t think l could recommend them to anyone. D. Anthony.
April 22, 2024
Reply from House of hobbies
Apologies for the poor service that you have received. We have been hit with some terrible issues meaning staff shortages plus I have been very ill myself. As a result, the orders have been delayed and due to the sheer volume of calls and emails they have not been dealt with. A response does only take a few minutes but when it’s 200 responses a day that is a lot of minutes and everything just feels worse.
I do understand the frustration of any customer not being able to get through and can only be thankful that only a small percentage of our customers have resorted to negative reviews which don’t help the situation at all.
The error is certainly ours and we are almost over the hill and back to normal so I would urge any potential customer reading this to look at the positive reviews and remember that I never wake up actively wanting to upset customers and ruin my business, but hard times can affect all of us.
Anyone that can empathise with situation and is happy to remove their review after reading this would also have my utmost respect and appreciation as moving forward the damage left on here only causes harm and we are striving to be one of the few model shops left offering a good service.
Terrible service
What a shambles your company is in if I owned your company I would sell the business a.s.a. p I ordered my cornerstone Ho kit on the 24 April 24 you told me you had recieved my order by email. it was cashed in the 26th April no goods so far waited a bit longer no goods you can't Telephone the company although you give out your telephone number the customer is always. In the dark worlds worst company Crap company not one to use again by anyone and please no excuses about sickness and staff to go the job centre please take notice to survive
R Rickman
April 26, 2024
Unprompted review
Reply from House of hobbies
Apologies for the poor service that you have received. We have been hit with some terrible issues meaning staff shortages plus I have been very ill myself. As a result, the orders have been delayed and due to the sheer volume of calls and emails they have not been dealt with. A response does only take a few minutes but when it’s 200 responses a day that is a lot of minutes and everything just feels worse.
I do understand the frustration of any customer not being able to get through and can only be thankful that only a small percentage of our customers have resorted to negative reviews which don’t help the situation at all.
The error is certainly ours and we are almost over the hill and back to normal so I would urge any potential customer reading this to look at the positive reviews and remember that I never wake up actively wanting to upset customers and ruin my business, but hard times can affect all of us.
Anyone that can empathise with situation and is happy to remove their review after reading this would also have my utmost respect and appreciation as moving forward the damage left on here only causes harm and we are striving to be one of the few model shops left offering a good service.
Appalling Business
I ordered some items 8 weeks ago. I have not received them. I sent several emails ( the site said phone calls would not be answered). I had no response to any of the emails. I have now started the process of claiming my money back.
Absolutely appalling business.
May 14, 2024
Unprompted review
Reply from House of hobbies
Apologies for the poor service that you have received. We have been hit with some terrible issues meaning staff shortages plus I have been very ill myself. As a result, the orders have been delayed and due to the sheer volume of calls and emails they have not been dealt with. A response does only take a few minutes but when it’s 200 responses a day that is a lot of minutes and everything just feels worse.
I do understand the frustration of any customer not being able to get through and can only be thankful that only a small percentage of our customers have resorted to negative reviews which don’t help the situation at all.
The error is certainly ours and we are almost over the hill and back to normal so I would urge any potential customer reading this to look at the positive reviews and remember that I never wake up actively wanting to upset customers and ruin my business, but hard times can affect all of us.
Anyone that can empathise with situation and is happy to remove their review after reading this would also have my utmost respect and appreciation as moving forward the damage left on here only causes harm and we are striving to be one of the few model shops left offering a good service.
I haven't received my order and it's…
I haven't received my order and it's been over 3 weeks!! I've emailed them twice, but no response. Very disappointed!!
April 23, 2024
Reply from House of hobbies
Apologies for the poor service that you have received. We have been hit with some terrible issues meaning staff shortages plus I have been very ill myself. As a result, the orders have been delayed and due to the sheer volume of calls and emails they have not been dealt with. A response does only take a few minutes but when it’s 200 responses a day that is a lot of minutes and everything just feels worse.
I do understand the frustration of any customer not being able to get through and can only be thankful that only a small percentage of our customers have resorted to negative reviews which don’t help the situation at all.
The error is certainly ours and we are almost over the hill and back to normal so I would urge any potential customer reading this to look at the positive reviews and remember that I never wake up actively wanting to upset customers and ruin my business, but hard times can affect all of us.
Anyone that can empathise with situation and is happy to remove their review after reading this would also have my utmost respect and appreciation as moving forward the damage left on here only causes harm and we are striving to be one of the few model shops left offering a good service.
Excellent service.
Order arrived exactly on time, well packaged and contents secured. Wil certainly order again from this company. Great service, with tracking updates spot on.
May 13, 2024
Unprompted review
Reply from House of hobbies
Thanks John, nice to know we are capable of getting in right during what has been a difficult time for us.
Carefully packaged
Arrived ahead of the promised date, and well packaged, although it was only a length of wire.
April 19, 2024
Reply from House of hobbies
Thanks Stephen, glad we are getting some positives still during this tough time
Reply from House of hobbies
Apologies for the poor service that you have received. We have been hit with some terrible issues meaning staff shortages plus I have been very ill myself. As a result, the orders have been delayed and due to the sheer volume of calls and emails they have not been dealt with. A response does only take a few minutes but when it’s 200 responses a day that is a lot of minutes and everything just feels worse.
I do understand the frustration of any customer not being able to get through and can only be thankful that only a small percentage of our customers have resorted to negative reviews which don’t help the situation at all.
The error is certainly ours and we are almost over the hill and back to normal so I would urge any potential customer reading this to look at the positive reviews and remember that I never wake up actively wanting to upset customers and ruin my business, but hard times can affect all of us.
Anyone that can empathise with situation and is happy to remove their review after reading this would also have my utmost respect and appreciation as moving forward the damage left on here only causes harm and we are striving to be one of the few model shops left offering a good service.
AVOID!!!!!!!!!!
AVOID!!!!!!!!!!! Haven’t received order after waiting 6 weeks. No communication whatsoever!!!!!! Absolutely impossible to talk to anyone via phone or email!!!! Disgusting customer service!! Quick enough to take money but nothing after!!! DO NOT USE! Buy elsewhere.— Update: after the store has written the below, I want to give them the chance to be able to get things right. So I’ll update again in a few weeks.
Update: my parents still haven’t received the product they have paid for. This is a ridiculous amount of waiting time now. After the response from the shop below, you’d expect them to have taken the time to contact all customers to reassure them and make sure those who have been waiting going on 7 weeks, to make sure to either refund or send the item! There’s no excuse not to do either! Taking the time to write the long response below, surely they can ensure to contact customers via email this way? As I said, not even the offer of a refund, that’s just not the way a company should act. A refund is required or the product please!! People are leaving negative reviews for a reason, there’s absolutely no customer service care!!
April 7, 2024
Unprompted review
Reply from House of hobbies
Apologies for the poor service that you have received. We have been hit with some terrible issues meaning staff shortages plus I have been very ill myself. As a result, the orders have been delayed and due to the sheer volume of calls and emails they have not been dealt with. A response does only take a few minutes but when it’s 200 responses a day that is a lot of minutes and everything just feels worse.
I do understand the frustration of any customer not being able to get through and can only be thankful that only a small percentage of our customers have resorted to negative reviews which don’t help the situation at all.
The error is certainly ours and we are almost over the hill and back to normal so I would urge any potential customer reading this to look at the positive reviews and remember that I never wake up actively wanting to upset customers and ruin my business, but hard times can affect all of us.
Anyone that can empathise with situation and is happy to remove their review after reading this would also have my utmost respect and appreciation as moving forward the damage left on here only causes harm and we are striving to be one of the few model shops left offering a good service.
still have not received my order
April 24, 2024
Reply from House of hobbies
Apologies for the poor service that you have received. We have been hit with some terrible issues meaning staff shortages plus I have been very ill myself. As a result, the orders have been delayed and due to the sheer volume of calls and emails they have not been dealt with. A response does only take a few minutes but when it’s 200 responses a day that is a lot of minutes and everything just feels worse.
I do understand the frustration of any customer not being able to get through and can only be thankful that only a small percentage of our customers have resorted to negative reviews which don’t help the situation at all.
The error is certainly ours and we are almost over the hill and back to normal so I would urge any potential customer reading this to look at the positive reviews and remember that I never wake up actively wanting to upset customers and ruin my business, but hard times can affect all of us.
Anyone that can empathise with situation and is happy to remove their review after reading this would also have my utmost respect and appreciation as moving forward the damage left on here only causes harm and we are striving to be one of the few model shops left offering a good service.
Still waiting for delivery
Still waiting for delivery. I sent an email to them asking when it would arrive but got no reply. I've had 2 emails from you asking about how did they do? The answer is they haven't done and I am not at all impressed.
April 19, 2024
Reply from House of hobbies
Apologies for the poor service that you have received. We have been hit with some terrible issues meaning staff shortages plus I have been very ill myself. As a result, the orders have been delayed and due to the sheer volume of calls and emails they have not been dealt with. A response does only take a few minutes but when it’s 200 responses a day that is a lot of minutes and everything just feels worse.
I do understand the frustration of any customer not being able to get through and can only be thankful that only a small percentage of our customers have resorted to negative reviews which don’t help the situation at all.
The error is certainly ours and we are almost over the hill and back to normal so I would urge any potential customer reading this to look at the positive reviews and remember that I never wake up actively wanting to upset customers and ruin my business, but hard times can affect all of us.
Anyone that can empathise with situation and is happy to remove their review after reading this would also have my utmost respect and appreciation as moving forward the damage left on here only causes harm and we are striving to be one of the few model shops left offering a good service.
Goods not yet received
Despite several emails, from which I have not received replies, I have still not received my goods after 3 weeks.
Update 6th June
Thank you for your reply dated 25th May. I appreciate your predicament and the plea you make for patience. You make reference in your standardised reply to complaints to the fact that you are very nearly back to normal. However I have still not received my goods from my two orders which were placed with you on the 14th April and the 25th April. I notice there are some more recent reviews where customers have obviously received their goods so why have I not received mine! If you cannot get the stock that's fine just refund me my money. But as it stands I have no intention of removing my review, as you requested in your reply, until I either receive the goods that I am owed or get a full refund.
April 25, 2024
Reply from House of hobbies
Apologies for the poor service that you have received. We have been hit with some terrible issues meaning staff shortages plus I have been very ill myself. As a result, the orders have been delayed and due to the sheer volume of calls and emails they have not been dealt with. A response does only take a few minutes but when it’s 200 responses a day that is a lot of minutes and everything just feels worse.
I do understand the frustration of any customer not being able to get through and can only be thankful that only a small percentage of our customers have resorted to negative reviews which don’t help the situation at all.
The error is certainly ours and we are almost over the hill and back to normal so I would urge any potential customer reading this to look at the positive reviews and remember that I never wake up actively wanting to upset customers and ruin my business, but hard times can affect all of us.
Anyone that can empathise with situation and is happy to remove their review after reading this would also have my utmost respect and appreciation as moving forward the damage left on here only causes harm and we are striving to be one of the few model shops left offering a good service.
Still waiting for my order!!!!!!
April 25, 2024
Reply from House of hobbies
Apologies for the poor service that you have received. We have been hit with some terrible issues meaning staff shortages plus I have been very ill myself. As a result, the orders have been delayed and due to the sheer volume of calls and emails they have not been dealt with. A response does only take a few minutes but when it’s 200 responses a day that is a lot of minutes and everything just feels worse.
I do understand the frustration of any customer not being able to get through and can only be thankful that only a small percentage of our customers have resorted to negative reviews which don’t help the situation at all.
The error is certainly ours and we are almost over the hill and back to normal so I would urge any potential customer reading this to look at the positive reviews and remember that I never wake up actively wanting to upset customers and ruin my business, but hard times can affect all of us.
Anyone that can empathise with situation and is happy to remove their review after reading this would also have my utmost respect and appreciation as moving forward the damage left on here only causes harm and we are striving to be one of the few model shops left offering a good service.
I have not received my order
I have not received my order, and they fail to answer my email.
April 24, 2024
Reply from House of hobbies
Apologies for the poor service that you have received. We have been hit with some terrible issues meaning staff shortages plus I have been very ill myself. As a result, the orders have been delayed and due to the sheer volume of calls and emails they have not been dealt with. A response does only take a few minutes but when it’s 200 responses a day that is a lot of minutes and everything just feels worse.
I do understand the frustration of any customer not being able to get through and can only be thankful that only a small percentage of our customers have resorted to negative reviews which don’t help the situation at all.
The error is certainly ours and we are almost over the hill and back to normal so I would urge any potential customer reading this to look at the positive reviews and remember that I never wake up actively wanting to upset customers and ruin my business, but hard times can affect all of us.
Anyone that can empathise with situation and is happy to remove their review after reading this would also have my utmost respect and appreciation as moving forward the damage left on here only causes harm and we are striving to be one of the few model shops left offering a good service.
Excellent service
April 17, 2024
Reply from House of hobbies
Thanks Clive, Really appreciate any positive words at the moment
Crap service
I placed my order on 6th April and accepted that there were staff shortages. Its now 8th May I have tried to get in touch. Can't leave a phone message on line isn't working either. This is crap. If they can't fulfill my order after taking my money they should let me know..
May 8, 2024
Unprompted review
Reply from House of hobbies
Apologies for the poor service that you have received. We have been hit with some terrible issues meaning staff shortages plus I have been very ill myself. As a result, the orders have been delayed and due to the sheer volume of calls and emails they have not been dealt with. A response does only take a few minutes but when it’s 200 responses a day that is a lot of minutes and everything just feels worse.
I do understand the frustration of any customer not being able to get through and can only be thankful that only a small percentage of our customers have resorted to negative reviews which don’t help the situation at all.
The error is certainly ours and we are almost over the hill and back to normal so I would urge any potential customer reading this to look at the positive reviews and remember that I never wake up actively wanting to upset customers and ruin my business, but hard times can affect all of us.
Anyone that can empathise with situation and is happy to remove their review after reading this would also have my utmost respect and appreciation as moving forward the damage left on here only causes harm and we are striving to be one of the few model shops left offering a good service.
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