Trainz.comReviews of trainz.com

Last two orders were not packed correctly, they do not seem to care anymore! Ive gotten broken trains for the last time! I will not be using them in the future.

Twice I received damaged items due to inadequate packaging. Wrap it in some paper and toss it in the box. When I order an item, I pay for it immediately. I expect to receive a properly packaged item in good condition. After discussing this with customer service they left me with the impression they really don't care if you're unhappy and won't be purchasing again. I had to ask for a partial refund that my requested amount was denied.

Within the last six months, their ratings on inventory has been completely inaccurate. A MINT rating has broken items, spray paint and glue all over the accessory. They said items are functional but when you test them when received, they don't function. They are good about returns but 90% of the items, it appears they don't even check or look. Their ratings are so far off. Like new should be good, Good should be Fair, etc. Make sure you test and open your items the day you get them. Disappointing..they used to be better and more accurate. Drastically have gone down hill.

After several years as a satisfied customer, I’m now a mildly disappointed customer as the engine recently ordered does not function as promised, and I’m told by customer service that a return for service is not authorized. I live close to Trainz facility and have always enjoyed lovely service when face to face, so I very much regret being surprised with the lack of service to a very simple request. Might deal with them again in the future. Might not. Life goes on

I want to say up front Trainz refunded my money. They have a reputation on-line of always doing that. What they also have a reputation of doing if you read a lot of train forums, wasting your time. They regularly improperly grade trains as new, functioning, excellent condition, when they are not. That is what happened to me. Sold me a $2000 train set marketed as New In Box. It was clearly used, didn't even include any manuals or original paperwork, pieces were broken off, the smoke box was a screamer, the locomotive was beyond dirty, and the station sounds dining car did not function. I was just baffled they marketed this as a new set, when they couldn't even bother to wipe the dust and dirt off the locomotive. The customer service rep states their standard line they are told to use, "we had no reason to believe it wouldn't function as new." How do I know that, others on-line have reported getting the same standard line when complaining about the train not being graded properly. Customer service was terrible! They offered me 7% off for this fiasco. No thank you! It took days of back and forth to get a return shipping label. They take about a day to respond to an email. Sent me only one return label when I needed two, so a wasted trip to Fed Ex. Took days to get another one. I tried calling while I was at Fed Ex as I obviously didn't want to make a return trip, but unfortunately I found out emailing is faster than calling. You get an answering machine, nobody ever called back. It was a few days before I could return to Fed Ex and get the train shipped back. Just an awful all around experience. At EVERY step of the buying and returning process, Trainz staff dropped the ball, and that type of failure always comes from the top. They do not value their customers.

I have purchased many parts from Trainz. Many times they shipped parts advertised as original Lionel and they were reproductions. The latest I purchased 3 Lionel original boxes. They were graded as per TCA Standards VG very Good. Yes there were water stains. One box had so much tape it was ridicules. Another box had water damage I had to rebuild the corner. That was not mentioned in the ad. Iris said it was graded as good. I told her to read the listing it was graded as VG very good and to stop protecting the incomputant graders they have at Trainz. On another note their Private car club is a waste of money.

Very poor customer service. Cancelled order, but they shipped anyway and did not refund shipping charges after their mistake. Do not recommend.