Kernowmodelrailcentre Reviews 23

The Kernow Railway centre in Guildford provides a great personal service for any railway modeller . All the current models from all the companies are displayed and the team employed there are so knowledgeable and want to help anyone in buying railway models get what they want . Fantastic service with a human touch .

Recently I bought a couple of items, one of which was a non runner, but it was replaced with no fuss which is great service. I am happy to recommend Kernow and will be buying more from them in future. Items are well packed and dispatch is very quick.

This is an excellent company for quality,value for money and a promt service.The packaging was very good and all the track arrived in mint condition.I was kept informed of the progress of my purchase with tracking details and a prompt delivery by the 'Royal Mail'. I would highly recommend this company, a pleasure to deal with and excellent service all round,thank you.

First class customer service. Had a problem with a Bachman Class 101 which was sorted with a downloaded postage label, and then returned to me incredibly quickly. Well done, and thanks!

Great company I have used them regularly over the past 18 months to build my TT 120 layout. I’ve had a few locomotives off them and I must say the service has been spot-on. I had to return one that was faulty and within days I’d received a replacement so I haven’t got an issue with anything I’ve had from them be information technical help or locomotive thank you very much guys. Much appreciated. Keep up the good work.

I cannot praise Kernow Model Rail Centre enough. Greg provides excellent and friendly customer service. I believe the Rolling Road Rollers I purchased are the cheapest in the UK and were dispatched promptly. Looking forward to my next purchase. Thank you.

What a joke of a company, do not buy anything from them! Gave them numerous detailed instructions to check the models for defects and they still sent me defective models and then had the gall to complain that I return too much! They are either brain dead or blind because ,even after they got their crap back they thought it was "ok". There are plenty of decent retailers there , there is no need for them.

Good prices. Quick and helpful when there was an issue with delivery (not Kernow's fault). 5*

Refused to replace a model lost by the list office. Claiming that the post office may lose it again if they send a new one. O feel like I'm being punished/accused for others breaking rules, The Post Office, by forging my signature.

Although I like viewing before buying a random item. Whilst in Cornwall I visit the Camborne shop making a necessary purchase receiving it in a courteous manner. My recent purchase was on line without the personal touch but equally efficient.

Having run out of Scenic Cement over the festive period, an order was placed with Kernow mid-afternoon Friday 3rd January. It unexpectedly but pleasingly arrived mid-morning the next day (Saturday).
Excellent service!

(Some retainlers were not reopening until 6th January!).

Bought a product online and arrived with broken bits, called kernow and was met by a rude gentleman, this is not the first time I have had rude customer service from kernow even though I have spent thousands on them, good range, some great prices in bargains, but let down by rude man in customer service

First time I have purchased from this company and wont be the last, staff were fantastic to deal with over the phone, item a class 37 Graham Farish N Gauge was delivered very quickly

Great service, ordered new dcc system late on Friday and it was delivered mid morning the next day. First time I used Kernow for an expensive item and very pleased with the service from the initial phone order, through subsequent communication about the order status and finally to delivery.

There was a problem with a preorder for reasons that were not Kernow’s fault but mine. They held on to the model for me and proactively rang me up to alert me to the issue….that they then dealt with on the spot.

Excellent customer service, going the additional mile.

I purchased a Model Train by phone, and from the initial order to delivery, I received first class service from order to delivery. I recieved information on when the package was posted. The package arrived on the date expected, well packed, secure and undamaged.
There was a minor issue with the model, but after a phonecall, the Gentleman concerned talked me through how to rectify it, and remained on the phone until it was sorted. Great service, wonderful and polite Staff who can't do enough for you, very professional and friendly.

Superb service, ordered from here before and item came well packaged. Visited the store in camborne and customer service was excellent. Excellent customer service and range of items. Would definitely recommend!

Unfortunately my recent visit to their store in Camborne was spoilt by a rude, arrogant (grumpy) obnoxious member of staff (the older gentlemen) who treated me like an idiot for asking questions. The other two guys in there were fine. I went to the store to spend a lot of money that day, and I had travelled a long distance, but I ended up spending much less, as the customer service left a bitter taste in my mouth. Would be reluctant to return to their shop in Cornwall. Furthermore, I was never contacted by a member of senior management about this so I could provide them with my feedback about that grumpy old guy who was extremely offputting.

I ordered a loco from Kernow but had not received it in the usual timescale despite Royal Mail tracking stating that it had already been delivered. Kernow immediately offered to send a replacement by courier. Subsequently, our regular postman identified that it had accidentally been delivered to another address and took steps to have it retrieved and delivered to the correct address. Apparently, the person who delivered it to the wrong address was an agency driver due to regular staff shortages caused by the pingdemic. The package had been opened but the contents not disturbed and the loco is fine. Nevertheless, Kernow offered to replace it again if I was not satisfied with it. This is outstanding customer care that, unfortunately, has incurred additional costs for Kernow at a time of generally difficult trading conditions for model shops. I look forward to receiving my pre-ordered Kernow GWR steam railmotor in the fullness of time.
P.S. It is also outstanding customer care on the part of our regular postman!

I am sorry for a poor review but this is what actually happened. I visited the shop with a healthy budget wanting to buy some new locos for my newish hobby. I made the mistake of asking for advice on a track problem I had. The older guy was very patient in trying to explain what might help but then the younger guy pushed in and quickly explained, also with a diagram. Being new to the hobby and not the most technical minded I asked a question only to be rudely told " Do I have to explain it all again to you"
Another customer was waiting at the door to come in so I was reminded to hurry up and decide upon my purchase. I should have departed there and then but I made one purchase.
They missed out on the other three that I will now buy elsewhere.
I know these are difficult times with restricted entries but surely a bit more patience and understanding would have been in order. I have found many enthusiasts to be very helpful and willing to give advice to a beginner still learning.
I am sure that this company is excellent dealing on line from the reviews given but I certainly will not be visiting the shop again, nor can I recommend it, I just did not feel welcome there. Such a shame because that is my local shop.