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Internet Trains Reviews (5)

Our customer placed an order online on 11/22/and paid for the item with his [redacted] accountThis type of product is special ordered from our supplier, which it was on 11/23/We were closed for the Thanksgiving holiday from 11/25-29/At that point we were unaware of any problemWe did receive an irate phone message from a customer who was so mad we couldn't determine who was calling or whyOn 12/2/a customer dispute was placed with [redacted] and a refund was given on 12/3/That was when we made the connection with the irate phone call.Thank you for your time, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Problem was they NEVER HAD THE ITEM IN STOCK IN THE FIRST PLACE. I ORDERED THE ITEM ON 11/22, THEN NO ONE WOULD RESPOND TO A PHONE CALL OR AN EMAIL FOR A SOLID WEEK, NO ONE KNOWS HOW TO REPLY OR ANSWER THE PHONE, NOBODY KNOWS HOW TO INFORM PEOPLE THAT THEY ARE CLOSED A WHOLE WEEK FOR THANKSGIVING, BESIDES THAT, A BUSINESS CLOSES ON BLACK FRIDAY, THE BIGGEST SHOPPING DAY OF THE YEAR, S-T-U-P-I-D!!!!      ANYWAYS LOCOMOTIVE WAS ORDERED ON 11/22, IT IS STILL NOT AVAILABLE OR SHIPPED AFTER 14 DAYS FROM PLACING THE ORDER. IF IT'S IN STOCK, THEN GET OFF YOUR LAZY A__ AND SHIP IT. IT DOESN'T TAKE 3 WEEKS TO SHIP AN ITEM YOU SHOW "AVAILABLE". THE PROBLEM IS IT WAS NEVER IN STOCK AND YOU JUST WANTED TO GIVE ME THE RUNAROUND ABOUT THE ITEM BEING IN STOCK. THIS AIN'T MY FIRST RODEO WITH YOU IS AND IT WILL BE THE LAST, I GUARANTEE YOU THAT. IF YOU CAN'T RUN A BUSINESS THE RIGHT WAY AND SHIP STUFF TO YOUR CUSTOMERS WHEN ITS ORDERED THEN YOU NEED YOUR DOORS LOCKED AND YOUR BUSINESS LICENSE STRIPPED, INSTEAD OF LYING ABOUT IT AND GIVING THE PEOPLE THE RUNAROUND FOR 3 WEEKS.     THE NEXT TIME MY CREDIT CARD IS CHARGED THE DAY I ORDER IT AND YOU NEVER SHIP MY ITEM AND HOLD MY MONEY FOR 3 WEEKS WE WILL SEE YOU IN COURT WITH A LAWSUIT FOR FRAUD!!! ENOUGH SAID!!!!

Helio,First, let me re-print what our site clearly explains on each item page directly next to the add to cart button.“This item shousd be in stock or available from one of our suppliers. It normally ships within 2-6 business days, unless otherwise noted.”The reason we let people know this is because we list almost 100,000 different sku's from numerous different suppliers and manufacturers and it would be impossible to physically stock all of them. This is why we let the customer know it can take up to 6 business days to procure their order.Mr. [redacted] placed his order for an item on Sunday 11/22. To our best of knowledge with the info we receive from our suppliers, this item should have been available. We ordered the item, plus items for all our orders from the weekend from our supplier back east on Monday 11/23. Since this was Thanksgiving week, it would take an additional business day to get here. Orders coming from back east usually take 5 business days to get to our warehouse in California. Since it was Thanksgiving week, we lose one business day of transit time. The order from our supplier showed up 5 business days later on Tuesday 12/1. Due to the holiday weekend, we didn't get all the orders processed until Wednesday 12–2. That is when we realized Mr. [redacted]s item had been discontinued. Since Mr. [redacted] chose to pay by [redacted] when he placed his order his funds were immediately deducted from his [redacted] account on 11/22. That is how [redacted] operates. On 12–3 after confirming we would not be able to fulfill his order, we refunded his full amount through [redacted]. If Mr. [redacted] would have paid by credit card, his card would have never been charged in the first place. When paying on our site by credit card, we only get an authorization for the amount of the order. We then and only then charged the customers card the day the orderships. This is stated at checkout, but Mr. [redacted] still chose [redacted] know his funds would immediately be debited from his [redacted] account. Unfortunately for Mr. [redacted] there is nothing fraudulent about this. We never had any intentions of defrauding Mr. [redacted]. His funds were immediately refunded assoon as we were aware we could not fulfil his order. Had he paid by credit card, this would have never been an issue because his credit card would have never been charged.Mr. [redacted]'s other concern about us being closed on Black Friday as being stupid? We are an Internet only business, our site is open 24/7365 days a year. We do give our employees Black Friday off though. Also, Mr. [redacted] says that no one would respond to his phone call or email. We did get two messages from an irate customer who only yelled and screamed profanities, but never left a name, order number, or return phone number. We can only assume at this time, it was Mr. [redacted]. As for not answering his emails, we answer all emails, including Mr. [redacted]s. Mr. [redacted] may want to check his spam or junk filter on his email account.Unfortunately, 7 business days had passed from the time Mr. [redacted] placed his order until the day we refunded his [redacted] account. We are sorry that we were not able to fulfil his order. That was never our intentions. We fulfil hundreds of orders every week without a problem.

Hello, Internet Trains & Hobbies has refunded the amount of my purchase, thereby resolving my complaint. Complaint #[redacted] Thank you for your assistance in this matter.

Our customer placed an order online on 11/22/2015 and paid for the item with his [redacted] account. This type of product is special ordered from our supplier, which it was on 11/23/2015. We were closed for the Thanksgiving holiday from 11/25-29/2015. At that point we were unaware of any problem. We did...

receive an irate phone message from a customer who was so mad we couldn't determine who was calling or why. On 12/2/2015 a customer dispute was placed with [redacted] and a refund was given on 12/3/2015. That was when we made the connection with the irate phone call.Thank you for your time, [redacted]

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Address: Brea, California, United States, 92821

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