Hatton's Model Railways Reviews 160

I bought a gift for someone from them - very impressed. The order was received less than 24 hours after being placed, it was well packaged, very competitively priced, and they were the only company who had the items in stock in the whole of the UK. I would definitely use them again.

Disaster after disaster with this company. Like many other people I have pre-ordered promptly as Hornby has announced new products. Over the course of the last 6 months EVERY pre order has slowly been cancelled. The latest was today for an item I ordered in mid 2020!! I can no longer trust this company to honour anything and will actively be avoiding them. Such a shame as previously (pre 2020) no problems at all.

They have now cancelled all my Hornby pre orders. I ordered almost immediately they went on sale and now need to try and find from an alternative source. Dreadful way to treat customers.

I have been a Customer of Hattons for a number of years and I have always found them to be top notch. Providing great products and great customer service.

Frustrating. I have stopped looking on the their website for anything now, as it's just a huge archive of every model ever released since the birth of Christ. Finding something that is actually in stock is like trying to find a needle in a haystack.

Super fast delivery

Hattons customer service in my experience for the last couple of days stinks! Their claim to "ship same day in 99.5% times if ordered before 2pm is highly suspect.
I ordered before noon Monday. Yesterday am I received email saying because of a system issue, 1 item was on back order. I emailed back in 20 minutes to cancel the £2.50 item off the order, and to ensure main order shipped yesterday. Just received a response saying they will ship out from warehouse as soon as possible. Thank just stinks!!

Order cancelled first come first served basis apparently what a load of rubbish I ordered as soon As items were announced I had another issue were I was over charged by £1400 for some coaches and I tell you what a pain that was to resolve I had to call them about 3 times to sort it there was just no urgency to sort the cock up that’s it now I’m done here very disappointed I will pay the extra and buy direct from the manufacturer from now

I have spent thousands with this company and always been very happy with their service.
This has all changed I have preordered two locomotives within minutes of them becoming live only to receive an E-mail message telling me they have canceled the order's when quized about this they said it was first come first served and Hornby had cut the numbers being supplied. ok I get Hornby have cut the numbers but having placed the orders straight away there is no way I was not one of the first to order. The worst part is they did not cancel the order until months later by which time all the locos were sold out nearly everywhere. Along come Derails to the rescue who I shall now be using as my first model shop of preference.

I am not happy. Hattons and Hornby. Both playing games on my preorder. Which Hornby as cut it number of supply to the shop. Hornby done this to fulfill it direct supply line, which makes it more money.

I placed the order very early, just as the item was announced to the public by Hornby.

So Hornby is supplying direct to make more money. They are reducing numbers on previous orders by shops to maximise profit.

Hattons are not strictly doing a first come first served basis to supply.

Shame on both.

Always meet expectations and the website is the easiest to use of their contemporaries.

Looking forward to receiving Hornby 2021 coaches on pre order. Hattons have informed me that they are not now able to supply; no reason given. I suspect they are peeved at their 'Genesis' coaches being bumped by these. I will not order from Hattons again as I do not believe that a pre order should become unavailable. Have sourced these elsewhere quite easily

I've been shopping at Hattons for over 12 years, normally they provide a great service, however my last order they managed to send wrongly to our old address; luckily I found out from the people at our old house so the order can be recovered. But not really impressed by the service, with the extra delay in getting my order with just an apology and £4 postage discount code... that is if I decide to order from them again.

I use hattons of Liverpool to puvhace Oxford dicast model vehicles they are a great supplier never experisnsed any problems or damage must say I described a type of AMB used at rnas yeovilton the fmgirl knew exactly what it was very quk in srnding tie order out as well from sivaitin to cars busses trains old fireto new rescue fire appliances give them a call 01517333655

Ordered a British Steel Janus sound fitted at circa £175.

Arrived as a jigsaw puzzle with parts floating around in the box and loose railings.

I find it inconceivable for this not to have been noticed when fitting the sound / repacking / delivery prep.

Asked whether I would like a replacement or refund, I opted for replacement. I seriously wanted this particular item and requested for them to hold one by and despatch on receipt of the damaged / faulty locomotive.

The call handler needed to go for some time to deal with this natural enquiry. Only then told 'No they weren't prepared to do that '... Really! So if the last 2 get sold then through no fault of my own I lose out.

Opted for Refund

Did I really ask a lot to hold one by?

This is my first experience of Hattons and the last.

Now to pratt about using my ink, paper, time and fuel sending this back.

Normally good service, but have been disappointed recently with ordered items going astray even though in time for next day delivery. On our most recent order we were charged twice, received an email to say the item had been dispatched but it didn't turn up; used web chat to find out it hadn't been dispatched at all, and would be at least a further 2 days. The duplicate charge was refunded, and the chat adviser was very apologetic, but not exactly great service.

If you order from Hattons and don't have problem then the service you receive is good,

However at current time the web chat feature doesn't seem to be working as I was asking for a ball park quote for some used items with view to possibly sell them and no response from Hattons via Web chat and several times cutoff. I tried a few times using Web chat and for some unexplained reason was cut

I have now contacted Hattons via email and they have responded, so hopefully they can look into why the Web chat isn't generating any responses to the right staff so they can respond.

I have amended my review back to 4/5 as I have received great service in the past but need to look at fixing the Web chat feature.

Ordered a pre-owned Hornby locomotive. Arrived two days early and was in mint condition. Will buy from here again!

I would just like to write to you and say thank you for keeping your online shop working so well thought out lockdown. I bought several products from you over the years and was grateful that you kept going with orders arriving only a day or two later.

I contacted Hattons late morning and asked for some technical information and went on the chat line. They were very efficient and gave me the answers. I ws able to place an online order by 13.00 hours. All the items arrived the following morning very well packaged. This was an excellent and efficient service. Thank you Hattons.