Ive spent over 50 years observing and participating in this hobbie and enjoyed it immensely. Recently I purchased a kit from Bar Mills, (one of several over the years) that was missing a part.
I first emailed them to let them know of the problem, followed up 4 days later with a phone call. Was told they had had my email and had already mailed the part and would have it in one to two days.
Waited 2 weeks, called again. Was told they did not have the part and had to laser cut one for me. It was in the mail already on the way.
Waited 2 more weeks, no part, called again. Was asked if I ordered the kit directly from them (I did) and they had no record of my problem.
I am not sure what is happening at Bar Mills at this point. They make a good product and I believe they at least were a reputable business. Just be aware.
I haven’t seen any hard evidence of an increase of this kind of business. But, if there is such an increase, I also predict an increase in business failures, too.
Maybe for you, Run, but I’ve found most cottage industries in MRRing will bend over backwards to make things right.
Case in point: A couple of months ago I purchased an ExactRail MILW Rib boxcar on eBay and it arrived with a broken truck. I contacted ExactRail to see if I could get a replacement truck for it. They sent me two entire trucks - including wheelsets. [:O]
Same with Sylvan Models. Needed a replacement tire for one of their kits. They sent me all four tires.
The only problem I ever had with a manufacturer was with Bowser. After a few e-mail exchanges they eventually made things right. So, what Jim has experienced I would consider “atypical”…
I’ve had a lot of experience with many of the mfgs over the years, and the vast majority by far was very positive. And yes, I have bought from Bar Mills.
That said, I find it sad that once again, an OP’s first post has to be a complaint. I’ll never understand that…
It has been a few years, but I had parts missing from a Micro-Engineering combination bridge kit and some incorrectly cut parts on a Branchline Trains structure kit of a depot. Both places received my complaint with not a hint of hestitation or mistrust/doubt, and I had the parts inside of two weeks.
Outside the hobby, not so great. I recently erected a metal shelving unit meant for storing stuff in a garage. Two slats were missing in the kit. Contacted the American manufacturer and they said they’d ship me the parts. I got a part…only one of the two I requested. My emails were very clear, too.
I am retired from working at a very large financial services company that prided itself on customer service. But it is still humans who handle the complaints and calls and it seemed like when one thing went wrong with a given situation, it was a dozen things. And that company had far more resources than a Bars Mills.
Recently I asked both Athearn and Preiser for a missing part and both of them mailed me the part no problem, for free, and Preiser paid a crazy high price for postage from Germany. Of course these are two of the top companies in the industry. I think in general, niche industries take better care of their customers than mass market companies. I hope your problem gets resolved.
I’m sorry you had this experience. I’ve been involved with model railroading for nearly 60 years, have purchased untold number of items from model railroad on-line retailers and have yet to have my first problem with any of them—other than having to deal with back orders. I’ve also ordered many items from Bar Mills and have never had any problem with their excellent well-made products.
On sites unrelated to model railroading I’ve always found on-line retailers to be very helpful in correcting any issue with their product. Please give Bar Mills another chance, they are an excellent company worthy of your consideration.
I’m another model railroader that’s been around since dirt and I’ve always had good luck with the smaller manufacturers. I have even ordered parts and supplies to kitbash or scratch build and never had a problem. I’m sure if the OP hangs in there Bar Mills will come trough. All manufacturers have something occasionally fall through a crack and I’m sure this is such an occasion.
Mel
Modeling the early to mid 1950s SP in HO scale since 1951