Review Time
I some items ordered online, made payment by Paypal online (over £300) , then heard nothing for over a week. When I phoned I was told many of the items were out of stock, with no expectation of stock arriving soon. I had no difficulty contacting Osborns, and an immediate refund was made. But it is disappointing that the website shows items in stock, when they are not; and that my payment for out-of-stock items was not acknowledged, and not refunded immediately, without my having to phone and demand refund..
Almost 5 months ago I placed an order and paid for it on March 11th 2019 (It is now July 30th 2019). Received 3 items out of 8 and have called several times to find out when he will have it in stock (bear in mind he still has £156.00 of my money in his bank and how do I get that back) Everytime I phone him he tells me he is going to find out from Preiser how long the order will be and call me back - HE NEVER CALLS ME BACK. Obviously I will never deal with Osbornes again and I buy a lot of model railway scenery. If this is how he treats his customers I am surprised he is still in business.
Osbornes are basically a very decent model railway trader to deal with. They have some very good products, in particular their own brand of laser cut n gauge buildings and wagons. Yes they are not always good at communication or answering emails and I can understand why people get upset with their website, when items are shown as available when they are out of stock or not ready. The golden rule, particularly when it is a birthday or Christmas gift is to phone them first to check availability. It might take a few tries to get hold of them, but Michael is always helpful and will advise the current situation regarding the items wanted. Most orders usually arrive with in a couple of days of ordering, once I have spoken to him.
Mixed feelings about Osborns as I've had great service and fast delivery in the past when ordering by phone. However...their website lets them down - It has a wide range shown, but often they're not in stock though it'll still allow you to place an order. I wish they'd use a "cross-through" or "out of stock" label on the pictures to avoid time consuming searching - also it would stop disappointment of ordering and finding it'll be 4 weeks before delivery.
My most recent experience is that items which appear to be available to order on their website, are not actually in stock and have to be ordered in - sometimes from abroad. Having placed an order on the 21st November, and paid by PayPal (who sent an immediate confirmation of payment to me), I received no similar confirmation email from Osborn's to say that my order had been received or that it would be processed shortly - which I felt was unusual. Left it for a day, but when no confirmation email from Osborn's had arrived, I sent an email to ask if they had received my order, to which I had no response.I made a phone call a few days later as I was getting concerned. A very pleasant 'Michael'answered the phone and said he's look into it and phone me back - which he did.He said that the items were not in stock and that he had placed an order with his supplier and that my order would be fulfilled when the stock came in.I received an email on the 30th November: 'We are still awaiting arrival of the parcel from Holland for your wagons, this should be with us shortly and then straight out to you.'7th December - I've received an email to say that the items have been despatched to me - that is 13 working days after I placed my order.My advice if using Osborns - check by telephone to ensure your items are in stock before ordering online - especially if your order is a gift for a birthday or Christmas!
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