Their prices are good but the customer service is sketchy. I had one preorder and when it shipped I got a different model than what I ordered, same road number. After it arrived I like the one I received so no biggie but I’m sure there are some who would have a problem with it. On a different order I emailed to ask a question and if I get a reply it usually doesn’t answer the question. So I send another email for clarification and again doesn’t answer my question or they don’t respond in a timely manner. Anyone have similar experience with factorydirecttrains???
Update:
I talked to Joe the owner and the situation was handled to my satisfaction. I chalk it up to a small business being very busy. The owner Joe was very accommodating and in the end made it right.
I’ve only had to use FDT’s customer service once and it was a good experience. I had ordered an Athearn Genesis GP15 from them ($59, helluva price) but when I updated my customer profile, I made a little mistake on my home address. When I realized what I did, I called the FDT customer service number and spoke to someone on the phone about my error. They were able to contact UPS and change the destination so that the package would be sent to the correct address. I think that’s very awesome of FDT since UPS charges for that destination change service.
I have used them a couple of times and have always had very good service. I think they might be a little limited in their offerings, but other than that I have no complaints.
FDT and Joe has among the best service in the business. Craig at Dallas model works is also great. They are pretty much the only places I order from these days. When ever I had any problem with anything from FDT Joe always sorts it out perfectly!
Magnus
I’ve ordered from them in the past, and, yes, their offerings do seem limited, but, overall, it was a very nice experience, and I’d be happy to use them again.