Hornby Reviews 

After being a Customer for over 5 years and making some substantial purchases of 2 Train Sets a Train pack,3 carriages and most expensive of all a Hornby Dublo (Die cast Metal Sir Nigel Gresley)
On the 17th of September all my Hobby Rewards points disappeared from my account!, this had happened before and they restored them for me, However this time they would not do so, I explained that I had lost my job so could not afford to make purchases like I had done before!
There was no warning this could happen and absolutely no understanding around my current situation.
I will never purchase anything from Hornby, Airfix or Corgi again.
And quite frankly I hope they go bust, with this awful level of Customer Service I think that will be sooner rather than later. Terrible Company and Terrible Service.
A very unhappy Ex-Customer.

Sent in a Class A1 which needed a repair, it was delt with promptly, Chris kept me posted, they went above and beyond in there service and for what I thought was a very reasonable amount, excellent serves, so five stars from me.

I pre-ordered a retirement gift last November, it was due to be released in December and sent out, nothing happened. No information was passed on, no apology email. I chased numerous times throughout the year, the customer service lady admitted that the product wasn't up to Hornby standards and that's why, but I had to chase over 5 times throughout the year, no updates proactively given even though promised. In August, I cancelled the order, I gave up. Don't waste your time on pre-ordered items. What a waste of time.

I tried to place an order online. Got to the payment screen,was told to authorise payment in my app which i did and then an error showed. I tried to order again on my credit card, they took the payment and got another error telling me to contact customer services. I called them spoke to a girl who said she coudnt understand why this had happened and could put my order through online. She put it through however this worked out £4 more expensive as she couldnt do next day delivery to a drop off point of my choice which the website offers. I never received any confirmation of the order at all. Instead i received an email from dpd the next day.advising they are awaiting my parcel from hornby. I went ahead with the order. In total they have taken the payment 4 times, the girl told me these payments would be refunded as the other 3 times i tried to place the order where not successful. I did order from this company last year at the same time and the exact same thing happened,so they are aware of the issue and not fixing it. I find it riduculous that they charge you more to deliver when you call them direct. There website isnt fit for purpose.

Celeste Jackson from customer service was absolutely amazing and sorted my problem out within 24hours. Her willingness to help and sort out my loco made the experience painless. Hornby a customer service is amongst the best!!!!

I recently purchased a Ford Mustang GT 1968 Quickbuild kit from Lidl. Unfortunately there was a defect with the injection moulding on one of the parts. I contacted Hornby and their customer service team were really polite and helpful. They sent me a replacement model free of charge. I'm over the moon with the excellent customer service that I have received from Hornby and I now have an excellent Model of a 68 Mustang. I can highly recommend Hornby Hobbies Ltd. Thank you very much

Great customer service from Hornby. The service advisor Celeste Jackson in particular dealt with my issue promptly and professionally and was very supportive.

Trying to build a model layout from scratch for my grandson. Got a faulty Loco. Warranty probably expired but I bought it from Hornby in Dec 2023. I e-mailed Customer services asking for advise and solution for getting it repaired. Waited 10 days and no answer (Not even now 17/3/26) So I e-mailed their technical services and to my surprise.... no it was no surprise really... I got NO ANSWER. The price of these loco's are really high and for anyone to start now is an expensive hobby and if Hornby treat all potential customers like this then they will soon kill the hobby or go out of business altogether. I will avoid buying from Hornby again if I can help it. Hornby was a big name in the past but in the future they are a name everyone I have encountered in this hobby despises.

We had a crack in part of an upperbody of the Pocher JPS F1 car HK114 Lotus and messed up 4 ignitions on top of the Ford engine. After some back and forth emails. Nwe its arrived , foc! Hats Off for Hornby div. Customer care service!Regards, Robert, TheNetherlands.

Ordered a train set for Christmas. Delivery was quick and efficient. However, within 3 weeks of little use, the power car stopped running. Reported to technical services but waited another 3 weeks to know where to send for assessment, having in mind it is obviously still under warranty. Received response with details but indication there was a potential turn around of 6 weeks. Item sent 2 weeks ago although no acknowledgment of receipt as yet. Had owned Hornby products many years ago without any problems and so obviously disappointed. In the meantime, 8 weeks after Christmas there is a train set which can't be used and with no assurance of how long it will take to resolve.

I had a Corgi Vanguards model arrive missing a headlight. However, the Customer Services team were very helpful and certainly went beyond what I was expecting.

I had to write this review after seeing such poor reviews from other people.

I ordered three items for Grandsons for Xmas as we also bought them a Scalextric set and I ordered accessories.
Unfortunately my son doubled up on the accessories so I had to return them.

Admittedly there was a bit of a delay in being able to return, but to be fair they must be very busy after Xmas.
I tried to be patient and sent a couple of emails which got prompt and very courteous replies.
I cannot fault their customer service and I did thank Celeste for her service in particular.
Thanks Again

Purchased for my son’s birthday. Tested it beforehand. Didn’t work. Spoke to CS via email (long wait), returned via post with returns number, yet weeks later no refund.

I am beyond angry.  Actually I am furious; totally livid.
I bought my grandson a starter railway direct from Hornby last Christmas that was faulty, and it has taken a whole year to rectify the problem with the faulty train.  So finally he now has a starter set that works. 
I bought him another train for his birthday in November which he was over the moon at receiving, 
His dearest wish for this Christmas was to have the Flying Scotsman, so imagine my fury and frustration when I was told that this didn't work!!!
So I have had yet more aggravation getting the item replaced and the defective one collected. Hopefully Amazon will have a replacement with me today.
My grandson is devastated. He is obsessed with trains, his knowledge about them is remarkable, as is his memory. And to see him so upset was awful. 
He was over the moon excited on Christmas day to receive it, and to receive yet another faulty item from this company was, with no exaggeration, devastating. 
When my son was small he had a Hornby train set and many trains, all good quality and worked well. 
What has happened with these products? All now produced in China, I expect, at a lower price, lower quality and higher profit for the company. 
I am angry, irritated and frustrated at having the aggravation and seeing my grandson's disappointment.

graphics are nice as is the colour on this tanker wheels and model very cheap nasty plastic a big disappointment overpriced for this quality and price ruined a potentially good model
should be sold in £ shop

Purchased a TT120 scale train set, just to keep me and my grandkids ticking over till Christmas. One thing has lead to another and we decided to build our own model railway. If you like art and crafts, this is such a great investment into having great fun. Do your research and enjoy the fun. Thanks Hornby ❤️

I can only review what I experienced on Friday which bucks the trend of recent customer reviews.
We recently ordered 2 Wireless Scalextric controllers. One was unserviceable on receipt. Both E Mails provided on the website did not work so I rang Customer Services. Fiona was very helpful and arranged a replacement that arrived in 26 hours and sent me a QR code to return the defective item
Although we were very disappointed with the fact that 1 item was defective on receipt and the fact that the E Mails for both customer services and technical services came back with "relay access denied" I feel that Fiona must be given 5*

After years wanting a train set black Friday I decided and went for it.
Had no delivery details just turned up by dpd.Anyway just wanted to say made up so far

Ordered a set in the black friday sale which was to be a Christmas present. Received a notification of delivery time from DPD for a time when I was not in so asked for it to be dropped at a local collection point. Instead it was taken back to the DPD Morley depot and sat there for 5 days before then being returned to Hornby. I contact customer services who then took 6 days to respond. When they did respond they asked if I had managed to resolve the issue and that was it. I then responded advising that I needed them to resolve this as it has been returned to Hornby and as of yet still no reply or resolution which is a further 4 days on. I would avoid Hornby as there customer service is non existent and now i have a child that will be without a present they really wanted

I have just received my TT120 Duchess of Athol back from Hornby hobbies technical repairs, thank you guys from a non working model to a fully functioning locomotive it now runs as it should. Excellent service thanks again..