Scale Model Shop Reviews 

Brilliant model shop.
I have been ordering of these guys for a good couple of years now.
Placed an order today and I got a couple of paints colours wrong when my order went through.
I sent a message thinking it wouldn't arrive till Tuesday but got a response off John who amended my order.
Thanks John
Highly recommended

I emailed an enquiry about an airbrush spray booth at 8pm on Saturday night. Got a response within half an hour. Ordered the booth and it was delivered on Tuesday.
Amazing service and a great collection of products.

My order was marked as delivered (by APC) despite me not being home at the time, furthermore the delivery driver even said he handed the parcel to me coming out of the property which is physically impossible. The tracking image only shows the parcel in the delivery drivers own arm outside my property. John from sms said this is normal however I have numerous other parcels delivered from other couriers and never seen that once before, they would always take a picture of handing it to me if they actually did with my door open etc. The driver maintains he handed the parcel to me however I guarantee he would not be able to identify me whatsoever, I asked John to ask the driver to describe what I look like however he refused and is siding with them, not even taking the minimum effort to look into this. I think it is quite reasonable to ask the driver what I look like since he claims he handed it to me, it will be trivial for him to describe me, however I know it would be impossible since he has never met me.

I understand it is not his fault but he refused to look into it whatsoever. Apparently gps location is enough for him, it doesn't matter if the parcel is actually delivered beyond that, just hope you have no problems with your order, should you need any help you are SOL with John. Will go forward with disputing this charge.

Edit in response to their reply:

A picture at the door is exaggerating what the photo was, perhaps by this statement you would imagine there is an image of the parcel infront of the door, perhaps with the door open. I want to be clear there is only an image of the parcel in the delivery drivers arms outside my property. There is nothing to suggest they actually delivered anything. Who is to say after seeing nobody was home, the driver simply took the parcel back (which is also common when I am not home and I have no problem with that, I would be fine to pick up the parcel at a warehouse or whatever, the problem comes from the driver blatantly lying about handing the parcel to someone)

"Confirmation from the depot that someone came out of the address, confirmed the recipient name on the parcel, and accepted delivery"
Their only "confirmation" is the drivers word, again greatly exaggerating the truth

"The driver returning to the property to verify it was the correct house"
Surprise surprise, the driver came back at the same time on a different day and nobody was home when he came back. Like the first time.

"If someone else at the property accepted the parcel, or it went missing after delivery, that’s unfortunately outside our control once the courier confirms successful delivery."
This is not what happened at all. The driver blatantly lied about handing the parcel to anyone as nobody was home at the time.

At the end of the day there is 0 proof anything was actually delivered at all.

Totally great experience, John went out of his way to amend an order just to save me additional postage costs, on a Sunday no less, not many businesses would do that on a working day never mind a Sunday. Highly recommend

Shopped with them several times over the last year. They may not always be the quickest to ship (sometimes pipped to the post by others), but they always quick in comparison to others, prices are good, and the stuff I order is packed well. Highly recommended!

One of the easiest and fastest companies to deal with.
They have always despatched my orders on the day I ordered them, irrespective of time of day!
Their packaging is excellent. Here are people that understand what can happen to a package in the post so they make sure things are secure - paint always comes in a tightly wrapped and sealed inner package.
Well done guys! Great company.

Great service, price and delivery

Having received a DSPIAE PT-C circular cutter I had a problem with one of the parts. Following a brief phone call my problem was resolved and the shop immediately posted a replacement part. So courteous and responsive.
Thanks

Have ordered on two occasions now having recently taken up military modelling after a break of 40 years & have to say the prices & service is First class

Absolutely first class service great prices and my order was dispatched the same morning and very well packed the paint and glue were individually wrapped in sealed bags .

Placed my first order with scale model shop. Great prices, quick delivery and well packaged. Will definitely use again, great service!

Used a few times, mainly for airbrush parts and paints. Always well packaged and arrive fast!

Item was not delivered in the time period i paid for and seller is acting like they have not entered into a contract with me to supply me items within a certain period. In fact seller makes up lame excuses

Very good selection of models at great prices. Item was delivered fast. Highly recommend.

Brought some airbrush paints and they are fantastic… delivery was prompt and well packaged and l also got a well needed beer mat in my delivery, thank you for your great service keep it up

Useless stock - always empty. Expensive. No Klarna unless you spend a small fortune on stock that can’t shift

Just don't complain if you don't get service you pay for just suck it up as when you place next order they take your money then cancel it and get snotty reply tell you dared complain you didn't get the next series you pay for last time and now your blacklisted what wonderful customer service grow up

My go to shop for anything model related. Great selection, well priced, and extremely reliable fast delivery.

This is a great model shop, large selection covering all levels of modelers with excellent service and helpful

AWFUL customer service. Due to a website/paypal error, I was charged for express postage, yet received standard. When I asked Scale Model Shop about this their email responses were short and blunt. I'm not too worried about a £2 difference, however the service was terrible. Made me feel awful as a customer and it's the last time I will order from them.

Update Since Sellers Reply: You're missing the point. Your service was terrible. Short and unhelpful. Here are some highlights:

"I can’t go back and forth saying the same thing"
(Making me feel stupid when there is a clear, black and white discrepancy on my statement).

"your order is in picking so I can’t make any changes" (This is approx 15 mins after the order was placed and also immediately after saying I could pay additional for the express postage (which was already paid mind you) Funny since after some back and forth you were indeed able to make a change by cancelling it).

If you had re-assured me, or showed some kind of helpful attitude rather than it's a 'your problem' tone then I would have just swallowed up the couple of quid or forgotten about it. So all the lack of care has done is lose you a customer. But it won't just be me if that attitude continues.

A refund was indeed processed. And funny enough... for the full amount that I was contesting.