I Placed an order with BLW back on the 19th for some Peco turnouts and switch motors. When I opened the box, I discovered that I had been shipped Tortoise motors instead of Peco, although I was billed for Peco’s and that’s what the invoice said. A mistake in picking/packing the order… No big deal, it happens all the time. So I do the honorable thing and instead of keeping the priceier Totoise motors and just ordering more Peco motors, I called Pete and told him about the mistake, He said send them back and when he received them, he would send the correct items and even credit me on the return shipping costs… So far so good…
Well, here is where things start to fall apart. He received the package on the 26th, and considering it was to his benefit to exchange the more expensive product for a cheaper one, I would have thought he would have shipped my Peco motors by now. No such luck, and to date, two emails and one fax remain unanswered and his phone has been set on busy for a week and a half that I’ve been trying to contact BLW. I guess the solution is to write it off and have my CC company reverse the charges for the parts that I can’t get.
What a bummer. I like dealing with BLW because their prices are very good, but when you can’t get a return call for trying to do the right thing, maybe it’s time to reconsider and go somewhere else to buy toys… You know, I’m a small business owner with a sales and service customer base, and the only customers that I can remember being really irritated are the ones who for whatever reason, didn’t hear back from me…
I simply return the wrong item, call my credit card issuer and reverse/refuse charges and never deal with the company again. If they cannot get it right then they dont need my business and I dont need wasting time with incorrect orders.
I aways try to solve potential problems at the counter; This does not include hobby shop order emails.
For those of us who live in a cave, what or who is BLW? The only BLW I can imagine atm is Berlin Locomotive Works (associated with Divistion Point - a brass model train maker.
Im in a cave too I was thinking about a typo for BLI until I understood that BLI does not sell Pecos. More input (As Number Five of movie fame) would be nice too. =)
I have been buying from BLW (Brooklyn Locomotive Works) for years. never had a problem with getting what i ordered, in a timely fashion and they have about the best prices i have found on the web.
Ill tell you exactly what is going on with BLW (Bobby Loving Whitney)!!! They have been together since the early 90’s so Bobby Brown is really in love with Whitney Houston. They have a child named Bobby Christina together so they will always have some sort of a relationship. You should not be worrying about their personal life anyway. [;)]
If this is Brooklyn Locomotive Works we are talking about… I have been ordering for about three years from them. The prices and responsiveness have been unmatched from any other place. I have to admit things changed a bit about a year ago. In a couple of words, they seem to have become “less human”. The personal touch seems to have disappeared.