Lionel

The Holiday Train set the customer is referring to was last manufactured in 2006, 10 years old. Lionel no longer has parts to repair this item. We would offer a similar train at a discounted price however we would not refund the money on a train this old or would we replace it at no charge. All... contacts to our Customer Service department are logged with the caller and the issue involved. We have no record of [redacted] contacting us for this issue. Our number to cntact Customer service is listed on our website at [redacted]

*** *** placed an order via our website *** in November The order was for six (6) $Gift CertificatesThe order was processed automaticallyTax of $was charged incorrectly on the order which was unknown to us** *** contacted us by phone approximately
two (2) years later to inform us of the $overchargeWe acknowledged the mistakeWe also reached out offering to send a gift certificate of a higher valueWe received no response from *** ***We were not able to refund his credit card due to the long period between the charge and when we were made aware of it After speaking with our credit card processor and *** *** we were able to have the gateway temporarily opened so we cold issue the refundThe refund was issued to the *** *** card on January **, We now consider the issue closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I spoke with Sharon, customer care and Roger, the supervisor, and theyexemplified the professionalism I expect from Lionel Corporation. I appreciate it. Problem has been resolved above satisfactory. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I didn't receive any response for this matter. No voicemails or emails. I have sent emails everyday and no response. Please send an email [redacted] with the certificate and/or on my Lionel account.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The Holiday Train set the customer is referring to was last manufactured in 2006, 10 years old. Lionel no longer has parts to repair this item. We would offer a similar train at a discounted price however we would not refund the money on a train this old or would we replace it at no charge. All...

contacts to our Customer Service department are logged with the caller and the issue involved. We have no record of [redacted] contacting us for this issue. Our number to cntact Customer service is listed on our website at [redacted]

The product involved had a one year warranty. We will work with some options for the customer but we need to hear directly from the customer. We can be contacted weekdays from 9AM - 9PM at [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have records from email that I contacted their customer service department which are attached. Also, the respondent to the Revdex.com states train was manufactured in 2006 and the customer service representative in email states it was 2008. So the Revdex.com respondent is incorrect in stating that they have no record of me contacting regarding this train. That is unacceptable.  Like I stated before, the unit was only used during seasonal use which means the month of December only in my household. Therefore if we use the manufacture date of 2008, then that is only 7 months of use for this train. That is unacceptable. He also didn't state what other train sets were available and at what cost? Please advise exactly the make, model, warranty, etc that would be included in another seasonal use train that you are referencing?
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: Product Number: [redacted]

Transformer: [redacted]

I have a Lionel Holiday Tradition Express Christmas train set. It has a remote control that goes forward,reverse, stop, music, Santa noise and bells. It currently will not run forward on the track. However, it will run in reverse with a little nudge to get it going. Also the Bell on remote will not function. I purchased this train about 5 years ago at Dillards department store for $200.00 at the time. It was marked half price after the Christmas season was over. Now the company tells me this train is old and cannot be repaired and I should just get another train that is not in the Gauge family. However, I have kept this train in great condition and its only used during the month of December in Christmas season which means it basically was manufactured to only have a life span of say 5 months. That is unacceptable considering the retail price of this Christmas train. So is this typical with any train that Lionel manufactures to not repair or have parts for trains older than 5 years that they manufacturer and consumer should just purchase another train? Please advise to the life expectancy of trains functionality manufactured by Lionel. My children enjoy seeing this train every year for Christmas and its not acceptable the customer service I have received.Desired Settlement: I would like this train repaired. If not then it should be replaced of something very similar if not the same.

Business

Response:

The Holiday Train set the customer is referring to was last manufactured in 2006, 10 years old. Lionel no longer has parts to repair this item. We would offer a similar train at a discounted price however we would not refund the money on a train this old or would we replace it at no charge. All contacts to our Customer Service department are logged with the caller and the issue involved. We have no record of [redacted] contacting us for this issue. Our number to cntact Customer service is listed on our website at [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have records from email that I contacted their customer service department which are attached. Also, the respondent to the Revdex.com states train was manufactured in 2006 and the customer service representative in email states it was 2008. So the Revdex.com respondent is incorrect in stating that they have no record of me contacting regarding this train. That is unacceptable. Like I stated before, the unit was only used during seasonal use which means the month of December only in my household. Therefore if we use the manufacture date of 2008, then that is only 7 months of use for this train. That is unacceptable. He also didn't state what other train sets were available and at what cost? Please advise exactly the make, model, warranty, etc that would be included in another seasonal use train that you are referencing?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The product involved had a one year warranty. We will work with some options for the customer but we need to hear directly from the customer. We can be contacted weekdays from 9AM - 9PM at [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I spoke with Sharon, customer care and Roger, the supervisor, and theyexemplified the professionalism I expect from Lionel Corporation. I appreciate it. Problem has been resolved above satisfactory.

Sincerely,

Review: Good Afternoon,

I have sent numerous emails and called in regards to sales tax added to gift certificates. Lionel Trains did not respond me and it is going on for a few weeks now. I requested that the complaint department and/or management respond to my emails and calls. No such luck.

As a long time customer and avid Lionel fan, I am a concerned customer. I am not impressed with Lionel for a charge on my purchase with the gift certificates, which taxes were added . I purchased $450.00 worth of gift cards and was charged $27.00 in taxes. Gift cards aren't supposed be taxable, but only when utilizing them for a purchase. There is no indication in regards to taxes on gift cards on their website. It is not legal or ethical to be charged for tax on the gift cards without the proper notification.

I informed Lionel to call or email steps to request a credit of $27.00 to my account. Also, I requested to speak with higher authority about this matter to file a complaint. This is bad customer service for the organization, unprofessional. I have not received any calls or emails in regards to the sales tax charge on gift cards.Desired Settlement: Refund

Business

Response:

[redacted] placed an order via our website [redacted] in November 2013. The order was for six (6) $100.00 Gift Certificates. The order was processed automatically. Tax of $27.00 was charged incorrectly on the order which was unknown to us. [redacted] contacted us by phone approximately two (2) years later to inform us of the $27.00 overcharge. We acknowledged the mistake. We also reached out offering to send a gift certificate of a higher value. We received no response from [redacted]. We were not able to refund his credit card due to the long period between the charge and when we were made aware of it . After speaking with our credit card processor and [redacted] we were able to have the gateway temporarily opened so we cold issue the refund. The refund was issued to the [redacted] card on January **, 2016. We now consider the issue closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I didn't receive any response for this matter. No voicemails or emails. I have sent emails everyday and no response. Please send an email [redacted] with the certificate and/or on my Lionel account.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,