Marilynn M.
Disappointed
You unnecessarily repeated a color of one of the letters in the name I ordered. The train was supposed to have had six letters -- rainbow -- and an engine and a caboose. I asked for an exchange of one letter and the response was "NO!"
Response from Alphabet TrainsOct 2, 2025
Hi Marilynn, Thank you for your feedback, and we’re truly sorry to hear about your disappointment with your Name Train order. We’d like to clarify how our colors work so other customers also understand: our Name Trains come in six colors, and while we always make sure no two adjacent letters are the same color, it’s not possible to guarantee that every single letter will be a unique color. This is because two of the colors are produced in smaller quantities, so in some cases, one color may appear more than once within a name. When you reached out, we explained this policy and offered a full refund if you preferred to return the train. We understand you were hoping for a simple letter exchange instead, but because of shipping and production costs, an exchange for a single letter isn’t practical on our end. We want every customer to love their order, so we regret that this solution didn’t work for you. Your feedback has been noted, and we’ll continue to review ways to make our product information clearer so expectations are set before ordering. Thank you again for sharing your experience. — Alphabet Trains & Toys Customer Care