Backstory:
I placed an order for a brass searchlight kit back in January and the item has yet to arrive. I emailed several times over the past month and a half and never got a reply. Mid-February came and I had new baby so the order wasn’t priority at the time until last friday when I finally got ahold of lady via a phone call.
The lady I spoke to couldn’t find anything about my order, and proceeded to take my shipping address, then suddenly wanted to charge me again. After offering to provide proof that my bank account was in fact billed for the order, she suddenly found the order and said it shipped, but didn’t know how. She told me she would check and call back Saturday with the info. Well, that never happened.
Yesterday I called back and she told me the item was shipped priority mail on January 18, and that I should check with my mailman to see if the package was being held (for almost 2 months and no notices??). She then pretty much started passing the blame to me because I picked Priority Mail shipping. “It’s such a hassle because we have to go stand in line.” Whatever. Then don’t offer it!
The package was also not insured and had no tracking confirmation on it. Again, the lady was telling me this was my fault for not requesting insurance/tracking, despite the fact their website says nothing of the sort about insurance/tracking being extra or even providing a way to request it.
I doubt the mailman is going to have my package. When I asked what do I do if they don’t, she pretty much said “Oh well.” Not a bit of effort to help fix the problem. I was being nice and friendly the whole time, but this lady was about as rude as they come. She told me I’d have to someone named Brad about getting my money back.
At this point I don’t even want to. I’ll be filling a dispute on the charge with my bank to try and get my money back.
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I posted this story on a few forums (Atlas, The Gauge, N-Scale) and basically got the some experiences back: Horrible customer service, wrong items received, broken/used items received, no communication to purchases that items they bought online as in-stock were really not, or not getting your order at all.
Normally, I probably wouldn’t care if i got ripped off. It’s only $20 afterall. However, due to their 100% lack of communication, that I was being told it was all my fault, and then not willing to help correct the situation in any way what-so-ever really rubbed me the wrong way.
So to anyone thinking about clicking on a link to their site… run away! Fast!
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Follow Up:
Well this is a surprise. Just got a call from TexNRails (the lady). Said she came across a box that was returned (didn’t say when) because the address was smeared. She barely made out my last name to find out who it was for. Said it was re-packaged re-shipped today to me.
I’m happy the issue will be hopefully resolved now and I will get what I actually ordered (which after almost two months I may not even need now), but I’m still reluctant to ever place another order from them due the way she originally handled the issue.
March 11th, 2008 @ 7:20 AM CT 
Picked up a 12 car set of Intermountain Trinity Hoppers this morning on ebay. This will serve as my BNSF run-through train.
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