I placed an order more than 2 weeks ago with Roll Models in Wisconsin. Shortly after I received an email stating they had the order but shipping would take 2 to 3 weeks. There was nothing on their website stating that they took sooooo long to ship. I am attempting to contact them to cancel the order so I can place it with someone else who has a decent shipping time frame. They do not have an email address on their web site and replying to the email they sent me has produced no results. I also called their toll number only to get an answering machine and have gotten no response from that effort either. I was wondering if anyone has experience with these guys and what your overall impression is? I am not impressed at all so far and hope I didn’t make a big mistake. I do believe though that they haven’t charged my credit card yet which I will give them credit for. Any responses are greatly appreciated.
An addendum: I just checked my credit card billings online and now, over 2 weeks later, they have yet to charge my account. I can only assume they haven’t shipped yet. I was hoping to be using the things I ordered last week and am now looking at at least another week minimum. I hope I can cancel the order and go with Great Models. A couple bucks more but both orders to them so far have been shipped promptly.
Final addendum: I just spoke with Roll Models this afternoon and also received an email. My order just shipped. I will commend them for that since the original verification email did say 2-3 weeks and that is what happened. But I only wish they had a notice on the web site that informed you of this so you could make a decision based on that time frame. Anyway, I am pleased and would recommend them as long as you plan for the shipping time frame.
I used to order from them when they were known as Battle Hobbies. At the time, their selection was excellent, and prices pretty good. I ordered everything from kits to paints and thinners. Their service was always excellent. I would place an order (via telephone), and have it at my doorstep in about a week or 10 days.
Just my opinion, but I would give them a chance to come through for you. As I understand it, according to the Federal Trade Commission regulations, a company has to notify you if an item you ordered won’t reach you within 30 days, and it sounds as if they have fulfilled that obligation. It could be that they are out of stock and have backordered your product. Since there are only four people who make up Roll Models, it is conceivable that there could be sickness, or some other acute plight that needed to be taken care of. I know that’s not how to run a business, but I’ve seen it before.
Be patient…
By the way, welcome to the FSM forum family!
Gip Winecoff
I had a similar experience, took 2 weeks to accept the order and another 4 before I got what I ordered. They are local for me, with no retail store front. I am a firm believer in giving local business a chance, but this is not the level of service I can live with.
Well, I am now officially concerned. Placed an order two weeks ago, no communications from them and no way TO communicate with them unless I pay for a long distance call, which I did, still no response. I realize that one of the perils of e-mail is getting lots of e-mails you may not want, but … forcing me to cough up $$$ for a long distance call to “please leave a message” is not good customer service either.
I have dealt several times with Roll Models and never have had any problems, generally get my order in a week or ten days (the last one was for a set of Waldron punches and got that in 4 days.) The other thing I like is the fact they only bill you for the things that get sent (no back orders). I like that better than someone taking your money for an item, putting it on back order and then not saying anything for a month or two. Had that happen to me twice. the first time it took me 4 months, several phone calls and emails before I got the item cancelled and got my money back. The second time it was six months (and I had written everything off by that time) before the kit showed up on my doorstep. Needless to say I haven’t done anymore business with either company.
I guess I’m just the unlucky one, then. It’s been three weeks today. No communications from them, no way to communicate with them except via long distance phone calls, which have not been returned. So no way to cancel the order.
And that notice about 2-3 weeks shipping time does not appear until you have printed out your online transaction sheet, which great prices or not, I consider deceptive.
As an update, I received my order from Roll Models today - 27 days after placing the order for a Waldron punch set. I do not know if I will ever order from this company again. I received a kit from Hobbylink Japan faster than this, and Japan is a lot further away from me than Minnesota.
On the positive side:
The order arrived.
On the negative side:
It took 27 days to do so.
Phone calls regarding the status of the order were never returned. I did not want to waste more money on a fax inquiry.
There is no way to e-mail the company and no way to track your order, change it or cancel it once placed.
The fact that orders may not ship for 2-3 weeks is not disclosed until you have placed your order.
My credit card was charged on the 16th yet the merchandise did not arrive until the 21st.
Most of their catalog items do not have photos, so you can’t see what you’re buying.
They do not tell you on the website that backorders will be cancelled when they ship your current order.
Everyone is free to make their own choice, but the list above is weighted pretty heavily on the negative. Price is not my sole criteria when buying models and hobby supplies. Service counts for a lot.