Your Ultimate Model Store Destination in New York - TRAINWORLD

Shipping took a little longer this time but understandable in view of request I had made. Well worth the wait. Thank you Abigail! 🙂

I had a QC issue with an Athearn Genesis model I got from them. I gave Trainworld a call to see if they could provide an exchange. I was put on the line with Theresa and she provided me with exemplary customer service. They had a replacement ready for me on the same day and I got to inspect it at my leisure before taking it home. The staff were all very kind and accommodating. I’ll be coming back!

I’m a new costumer at Trainworld because their pricing is super competitive. I’d like to share my experience and tell you why I would not buy from them again.The sale price for my first order was really attractive for a genesis 2.0 locomotive. The item came and I put it on the track, the speaker makes a loud pop as soon as track power is on, and it would do this every time when it gets power, the sound was crackling as well. I have many dcc engines and none of them pops or crackles. I requested a replacement, the rep said the item is now out of stock, I said refund would be fine then. I sent back the locomotive, one week later someone started to call me, I picked up one day and an employee from trainworld said that he received my return and tested it, he didn’t find anything wrong, regardless my refund was issued, but I don’t understand the reason for the call, I wrote it down exactly what’s the problem in my return request. Couple of days later I got the refund showed up on my credit card, but shipping was not refunded, only the item plus tax. I understand their terms saying shipping is never refundable, but this is not a buyer’s remorse situation, I ordered something and it came new defective, it’s not even my fault, and yet I had to pay something at the end for nothing. What’s more unacceptable to me is that several days later I found out they re-listed the same engine I returned back online for sale, that’s really disappointing.My second order came damaged from shipping, it’s usps’s fault. The entire front truck of my locomotive was detached when I removed it from the packaging, turned out usps was able to achieve a lot of Gs on my package and knocked the front truck tower cover off the assembly, setting the worm gear, driveshaft and truck tower cover all free and rattling around inside the box. I did not bother trainworld for this, I opened up the locomotive shell and reassembled everything back together. I’m not unreasonable, if the item has no factory defect, I’m ok dealing with it myself.Third order and last was the worst, the locomotive came as an used item, the box had cut seals with another seal on top of them, someone’s definitely been here before. I open the locomotive and quickly found out the front truck don’t turn freely, the whole thing doesn’t even sit correctly upright, the body wobbles left and right. When I put it on the track, front truck derails every single time at a left curve. There’s also shipping damage this time as well, a cab window got knocked loose in the box, I had to open up the shell and reinstall it myself. But there’s nothing I can do with the truck defect and I get it why this was returned once before.At this point I’m 3 out of 3 with problematic orders. If rough shipping happens so often, I think they should have known better instead of packaging trains with only brown paper around it. I’m loosing sleep over this, I haven’t even initiated another return on my 3rd train, I’m not even sure what to do with it, their defect rate is so high, but they’ll just think I’m the picky one.No matter how cheap their trains are, I will not do business with them again.