Dissatisfied with Marks Models service?

[derek]

Hi lads, just wondering how you are finding dealing with Marks Models online. I ordered  some bits and pieces from them about a week and a half ago. (cars, paints, brushes etc..). When the order arrived, there were no brushes enclosed . What was enclosed was a note to say brushes were out of stock, and that I would be refunded for same. (Which I did receive). Would it not have made more sense to send me a quick email, giving me a chance to pick an alternative? They lost sale and I didn't get my full order because they just sent out partial order. This exact thing happened with my last order from them, when they left me short paint. (Again with note and refund).. I emailed them on Wednesday to see what they had to say and got no reply as of now. I know  people are going to come on and say that Marks are a relatively small outfit, but how long would it take to send a quick email. I give them my business as much as possible , to help Irish businesses, but I think this was just plain shoddy. Anyway just wondering is this a common carry on, or is it just me? Having said all this, I will continue to place orders with them.

Edited March 14 by derek
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[Ironroad]

In my experience Mark's have always been asleep at the wheel and need to wake up.

[derek]

262 views and one solitary reply. Methinks there is a lot of keeping the heads below the parapet here. Hmmmm..............

[WRENNEIRE]

All my dealings with Marks have been through his shop, never had any problem and a couple of times the lads went above and beyond

[GSR 800]

It's perhaps odd they've something listed as in stock when it isn't but my experiences with their online shop has been grand.

[Flying Snail]

I’ve only ever had good experiences with Marks myself. Fair enough, it would be better if they gave you the option of swapping an out-of-stock item before sending the order, but I wouldn’t say what they did was unreasonable either.

What sounds like “a quick email” probably means more than that in practice. Once they contact you, they then have to wait for a reply, maybe send a follow-up, amend the order, and keep the rest of it sitting there in the meantime. None of that is a major drama, but for a small outfit it is easy enough to see why they would just send what they have and refund the missing bits.

[ttc0169]

Never done the online bit with Marks-but always like to deal with Mark Clinton where possible for his courtesy and positive attitude when visiting the Hawkins street shop.  

[jhb171achill]

Personally, I've never dealt with them online, so I am unable to comment. I suspect many of our older folks here might be the same. It's easy for me to get a Dart into town and walk round the corner from Tara St to Hawkins St, so that's what I always do. Like ttc019, I deal; with Mark C and always get vey helpful service. Looks as if whatever way they do online stuff is the villian here, not the shop.

Was only in Greenogue once, having found it by chamnce as I was visiting another commercial premises nearby. Great selection of stiff there, but I was only browsing that day.

Edited March 18 by jhb171achill

[Patrick Davey]

Only ever good experiences for me! 

[Tractionman]

43 minutes ago, jhb171achill said:

I've never dealt with them online

Same here, sometimes I'll pop by the shop when I'm in Dublin, it's on my regular route from Connolly to Dawson Street. It's nice to visit a proper model shop these days.

[skinner75]

I have ordered online with Marks a few times, and have never had a problem with any of the orders

[Louth]

Same with me. Always helpful and the best of service both in the shop and with online orders

[Blaine]

16 hours ago, derek said:

262 views and one solitary reply. Methinks there is a lot of keeping the heads below the parapet here. Hmmmm..............

Just ring them, not a huge operation and you will speak to someone quickly and directly by picking up the telephone, whereas emails may not be able to be replied to as promptly

[RedRich]

Never had any problems with Marks online service and always pop in when I am in Dublin or Cork.

[Dempsey]

My only suggestion would be that the website could be updated to be a bit more streamlined. It can be a bit difficult to search for items through the search function. That being said I've personally had no issues otherwise 

[derek]

Thanks for all the replies lads. Maybe it was just me so . TWICE. As I said, I have always given Marks my online orders whenever possible, and visited the Greenogue shop a couple of times when I was up in the big smoke. I will continue to do so, to support Irish businesses. I appreciate the point that "a quick email " isn't always that easy as this causes delays over and back, but if a system was put in place whereby an email could be sent when stock is out and customer is given 24 hours to reply before incomplete order is posted, I think it might help. Or try and keep online stock lists up to date on the website. I would have said nothing if it was only the once, but as I say this is two orders in a row. Very annoying. Anyway, rant over. Thanks again for the replies

[Bob229]

Very good service overall online or in the shop especially Michael in the Cork shop, had an online order in December one item they could not find but Mark rang me and offered a refund for the item or did I want another item

[derek]

8 hours ago, Bob229 said:

Very good service overall online or in the shop especially Michael in the Cork shop, had an online order in December one item they could not find but Mark rang me and offered a refund for the item or did I want another item

Well that was what I would have liked/expected. Oh well, maybe next time

[derek]

Or maybe I should make myself known to this Mark dude (whoever he may be). Seems like lads in the know might get a teeny bit more considerate service. Blow ins like me, not so much. Just saying..........