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Roll Models - again.

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5 replies
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  • Member since
    March 2005
  • From: West Virginia, USA
Posted by mfsob on Saturday, August 19, 2006 7:32 AM
Contrast that with the experience I just had with Sprue Bros. - I ordered two different items (including the tool I wanted) but got distracted during the process with, ummmm, work, and inadvertently placed two separate orders. I sent an e-mail asking if they would combine the orders to save the shipping and received a prompt reply assuring they would take care of it, even though I had neglected to include the order numbers. By the end of that same day, I had another e-mail saying the order had been shipped. Wow - customer service!
  • Member since
    March 2005
  • From: West Virginia, USA
Posted by mfsob on Wednesday, August 16, 2006 8:31 AM

I was able to place the order on their website the next day, but took the precaution of adding a message to cancel the order if the item was not in stock. I've been burned too many times by things that don't show as in stock on a web site, and then show up months later with an additional shipping charge tacked on.

24 hours later, I received an e-mail that the item was not in stock and my order was cancelled. All well and good, but why was I allowed to even place the order?

  • Member since
    May 2003
  • From: Abbotsford, B.C. Canada
Posted by DrewH on Tuesday, August 15, 2006 9:28 PM
Not much one can do unfortunatly. I believe that the guy runs it from his basement and has a regular job too. That was a couple of years ago when I was running a hobby shop and a customer had a problem with him. He never got a reply or attempt to fix the problem. Not the first time I have heard of these type of stories from them soooo...................
Take this plastic and model it!
  • Member since
    March 2005
  • From: West Virginia, USA
Posted by mfsob on Tuesday, August 15, 2006 9:26 AM
The phone call issue is my major complaint with them - phone calls cost $$$$$ when I do them from work, which is the only time Roll Models is open, so I have to do it then. The statement on their website that they got too much e-mail to handle is disingenuous at best, in my opinion, and that stance is ultimately going to hurt their business.
  • Member since
    November 2003
  • From: Virginia
Posted by JoeRugby on Monday, August 14, 2006 12:23 PM

Wow...seems you have had some bad luck with them.  Strange though that they are so unresponsive.  My wife purchased a Gift Certificate for me from them and we ran into some internet ordering issues.  Well she called left a message and John Roll called her back same day, problem solved and all is well.

For a long time I was ordering from Squadron, thier good, but Roll Models has really been great, they are coming up on my list...Don't give up!

Check out the WW I Special Interest Group @ http://swannysmodels.com/yabb/YaBB.pl?board=WW1SIG
  • Member since
    March 2005
  • From: West Virginia, USA
Roll Models - again.
Posted by mfsob on Monday, August 14, 2006 9:36 AM

Despite my last experience with Roll Models I was considering ordering a tool from them since it is not a time-critical item, but it appears their site is down. I thought maybe it was just my dial-up at home, but no, it's not working at work either (yeah, I know, nose to the grindstone allllllllll the time!)

Which leads me to a major problem with Roll Models - there is no way to contact them other by phone or fax, both of which can be costly and which I can't do from work. All you can do is leave a message, anyway, and in my previous experience they never called back. No e-mail address, nothing. This seems to be a very odd way to run an Internet-based business, at least to me, and certainly not a customer-friendly one. It's a shame that Roll Models ended up with the Waldron punch and die sets; they should have gone to a more responsive business.

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