Model Railway Forum

Recently I bought two lots of 5-off varied Dapol 6 wheeled Milk wagons from Clark Railworks....... when they arrived a few days later, they were very well packed and all in perfect condition. I then noticed that in some cases the wagon in the box did not match the description on the box, but no great problem and it only took a few minutes to sort this out, except that at the end I had one wagon and one box left over which did not agree....... to make matters worse I thought I was buying the wagon described on the box and not the one that I physically recd.

I contacted Clark Railworks by email and a nice young lady called Amey responded quickly to apologise and said that they would look into it for me. Sure enough next day she came back to say that they had searched high and low and could not locate the missing wagon, and as such they would refund the cost of the wagon ( not once suggesting that I return the one recd)...... In addition and as a goodwill gesture they issued me with a voucher for £10 off a future purchase........ almost before I finished reading her mail, my paypal account notified me of the refund.

I have been in business for long enough to know that **** happens, but it is how a company responds to their customer that is the true measure of a quality organisation....... I post this example of excellent customer service only as a customer of Clark Railworks, with whom I have no other association........ btw, I promptly spent the money refunded and my voucher with another order on Clark Railworks, which arrived yesterday with no issues ........and their support means that going forward they are one of my first go-to places for rolling stock.

Cheers - Richard

I had a similar experience recently with www.layouts4u.net, the wrong item arrived, I had a quick exchange of emails with them. They apologised for the error and the correct item arrived promptly with a postage paid return label enclosed to return the incorrect item. Sorted quickly and efficiently as in this case is all that is required.