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
Company replied
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 did complain bitterly about the…
I did complain bitterly about the service and non responses from the company however having ordered the signal on the 1st of April it arrived on the 7th of may well packaged and tracked by parcel force. The website states being short of staff so maybe that's the case but they did come up with the goods.
May 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.
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.
This company is not fulfilling orders.
Placed an order on 12th April 2024. Advised the order may be a little late due to staff. No response to email. STILL waiting for my order and reply on 7th May.
DO NOT ORDER FROM THIS COMPANY!
UPDATE: The supplier has responded below, but at 7th June I am still awaiting delivery and they are still taking orders.
May 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.
Poor customer focus…
I ordered the item on 23rd April and have still not received it. The seller does not communicate either by phone nor e mail. Luckily I paid using my credit card so have disputed the transaction. Only today (7th May) have I got a notification of dispatch. I shall never purchase from this company again. I suspect the response to be we are busy, at a show or similar, but when your business offers on line sales and the items are shown to be in stock, I would hope for better customer focus.
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.
Ludicrous Customer Service
Still awaiting goods ordered on 18th April.
No response to Email or Phone Call.
Next step is Legal Action.
Regards David Soar
Order No.WEB 24085-068
May 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.
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 no goods after 3 weeks…
Terrible service no goods after 3 weeks ,no reply to emails sent 3 off no phone reply cos of lack of staff !!had to get PAY PAL to intervene and they have been first class in getting my money back.
Will not even think about using this company
at all can’t get lower than one star!!
April 17, 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.
Non existent communication, such a shame.
I like to try and support smaller retailers where practical for me so and have used House of Hobbies before. On this occasion I placed an order with House of Hobbies for 4 Dapol light bars on the 10th of April, dispatch estimated as 2-3 days, having seen the message regarding "staff shortage" on the order receipt I waited for 10 days before e-mailing Martin on the 20th asking for an update on my order, but I had no response, so I messaged again on the 23rd and 24th with the same result, nothing. Returned from 10 days away and still nothing, so I raised a claim with PayPal and got and instant refund. Gets a three star rating only because of previous orders from them with no issues. I get that staff shortage is a problem but not communicating with your present customers is suicidal, Sadly, I also shall be thinking twice before ordering anything from House of Hobbies again.
April 10, 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 did not receive the item
I have not received the item, I have never waited so long for a parcel. You can get it much faster from Modellbahnlippe.de
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 an order on the 7th April and…
Placed an order on the 7th April and still haven’t received goods. No response received to phone calls and emails requesting information regarding dispatch or delivery dates.
May 5, 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.
THIRD ATTEMPT: NO RESPONSE
I placed my order for goods in early April, receiving your order confirmation on April 3 2024.
On April 16 2024, I requested confirmation that my order had been despatched. Your website stated that you were not accepting telephone communications.
On April 26 2024 at 09.40, having received no response to my April 16 email, I emailed your Company as follows:
“ Order number: WEB23681-868
Order date: 3rd April 2024
Having ordered two units of Chemical Plant Industrial Storage Tank Kit IV, on April 3, I see from your webpage is out of stock.
As it is two weeks since placing my order, and the goods has not been received, I should be grateful if you would cancel my order and credit my Barclaycard.
Ref. your terms and conditions
CANCELLATION AND RETURN The Buyer may cancel any order for Goods for any reason up to the point of dispatch and any payments made by the Buyer shall be refunded in full within 28 days.
Yours truly David Hudson “
It is now almost 30 days since placing my order and I am yet to receive any reply from your Company. Should I receive no reply to this email by Saturday May 4, I will refer my correspondence to Barclaycard for refund processing.
I regret this action but as you are not accepting telephone communications or replying to emails, I have little option but to take this action.
Yours truly
David Hudson
April 3, 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.
12 days between order date and despatch…
Initially, I gave a lower rating because when I need a supply of something I want it yesterday. I hate waiting to proceed with something. I admit I have little patience. A personal fault. However, hobbycraft supplies are great quality and are worth waiting for. I was happy with my order. I Hope to use hobbycraft again.
April 19, 2024
Reply from House of hobbies
Hi Heather.
The items you ordered clearly stated 7-14 for dispatch so I am not too sure why you would think this was warranting 2 stars?
Order primer hasn’t turned up
After a delay from original order, contact was made with an explanation of the delay and I received my order shortly after communication.
April 18, 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.
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.
A long delay in dispatch and poor customer service
A long delay in dispatch. A brief would have sufficed. The model locomotive arrived with parts of its central undercarriage broken off and no instruction booklet. I have written x3 emails requesting help, none have been replied to. This is not good service as I cannot make a decision to return the item or gain the assistance to mend at this end. This makes me sad, in that I’m not incentivised to continue as a future customer. Any intervention is still welcome to remedy this.
March 26, 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.
Item not sent emails ignored.
In stock items are meant to be sent out in two to three days after 10 days my item had not been sent out and my emails had been ignored had to get a refund through PayPal.
April 17, 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've not received it yet!!
April 18, 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.
First time I have ever felt the need to…
** one month later and still waiting, with no communication in return aside from your resonse below. I will only amendmy review favourably once ihabe has the goods or sime form of communication about my order ***
First time I have ever felt the need to write a review and unfortunately it is negative. My order was placed on 9th April and still has not been dispatched. Furthermore, not one of my 4 emails has been responded to and nobody answers the phone. I understand they are short staffed, but surely someone can at least acknowledge?
May 2, 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.
Took money failed to send goods
Took money failed to send goods, no answer to telephone, no response to emails, simply no response, had to claim money back off Paypal. Not sure this company is still a going concern. Avoid.
April 17, 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.
so here we go again
so here we go again. I thought give them a second chance small order stuff in stock 21 st April , dies t arrive in a week. So contacted shop as money taken taken no responding, 3 emails to Martin the owner . Nothing .
They say three strikes , well ..
May 2, 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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