Train Z

In house. Yes.

@Lionel/MTH Railroader posted:

Does any one know if Train Z customer service is in house or subbed out? Is Scott still involved?

And they are great folks. I had an issue with purchase a few years ago. They gave me a label for shipping and the service tech called me to go over the problems.

I got the engine back a few weeks later good as new.

Ditto previous responses.  Wonderful customer service!  Scott was at York last fall.

I buy a (whole) lot from Trainz. Problem is, over the last 6-8 months, I ship back roughly half of what I buy. Seems whoever is doing the grading and photos is very optimistic on their grading, and very poor at photographing problem areas.

I still buy a lot from them, but I'm always skeptical about what's coming until I have the chance to examine. Still, one of the best sources for second-hand items out there, with uncommon items being listed pretty often.

@Andrew B. posted:

I buy a (whole) lot from Trainz. Problem is, over the last 6-8 months, I ship back roughly half of what I buy. Seems whoever is doing the grading and photos is very optimistic on their grading, and very poor at photographing problem areas.

I still buy a lot from them, but I'm always skeptical about what's coming until I have the chance to examine. Still, one of the best sources for second-hand items out there, with uncommon items being listed pretty often.

It may not just be the grading/listing photos. Based on my experiences last year, I have strong reason to believe that subsequent handling of models after they have been graded and photographed causes additional damage, especially with unboxed items. Poor packaging can also add to damage but this will be more apparent when you receive your order.

Trainz is a big operation that processes a lot of collections and merchandise so there is extensive material handling logistics to move merchandise from station to station when they process a collection. With this many people involved and most are probably not hobbyists, things are liable to get damaged from improper handling.

@Andrew B. posted:

I buy a (whole) lot from Trainz. Problem is, over the last 6-8 months, I ship back roughly half of what I buy. Seems whoever is doing the grading and photos is very optimistic on their grading, and very poor at photographing problem areas.

I still buy a lot from them, but I'm always skeptical about what's coming until I have the chance to examine. Still, one of the best sources for second-hand items out there, with uncommon items being listed pretty often.

My experience is similar.  The only items I have returned due to inaccurate descriptions or were broken were from Trainz. However, I have received many other items in good shape and bought at a reasonable price.

@Ryan Selvius posted:

It may not just be the grading/listing photos. Based on my experiences last year, I have strong reason to believe that subsequent handling of models after they have been graded and photographed causes additional damage, especially with unboxed items. Poor packaging can also add to damage but this will be more apparent when you receive your order.

Trainz is a big operation that processes a lot of collections and merchandise so there is extensive material handling logistics to move merchandise from station to station when they process a collection. With this many people involved and most are probably not hobbyists, things are liable to get damaged from improper handling.

Great answer again. Thanks

@CAPPilot posted:

My experience is similar.  The only items I have returned due to inaccurate descriptions or were broken were from Trainz. However, I have received many other items in good shape and bought at a reasonable price.

Yes another great answer, so true. Thanks

Oh I can assure you, I am quite involved ...

We are also working on changing our internal ERP software so we can processes each item at a single station to check it in (receiving), photography and copywriting. Some items go through all three steps and yes that provides more opportunity for damage and we are going to move away from that. We should have this in place 2H of this year.

Our return rate is about 5%

Thanks ... Scott

Scott, glad to hear you are working on improving the process to mitigate merchandise damage. I can understand the challenges operating a business of your size must entail, especially if some of the employees are not hobbyists. Heck, many hobbyists don’t handle their own trains properly so how can anyone expect non-hobbyists to use the level of care needed?

I have been pleased with my purchases from Trainz. The one time I needed to work with their customer service team, they were responsive and made sure that I went away a satisfied customer. Their prices are competitive and the customer service great. What more can you ask of a store? (Well, OK, I do wish they would use USPS instead of FedEx, but I'm guessing that it is a cost-based decision.)

Same here.  Had an issue and Scott treated me like a valued customer.  Great company.

John