"Service non-existent from Brookhurst Hobbies online" Topic

Ordered an ASL scenario pack that Brookhurst Hobbies online store had listed via their website back on Feb.21 and received order confirmation via email , status as "In Process".

After 10 days checked the order thru their website and still showing "In Process" and bank account shows was not charged for the order.

Emailed them about it and decided to cancel order as found it elsewhere ; even sent them a private message thru their Facebook page---no response to either one.

Had not ordered from them since 2003 as always had issues in past with getting my order but decided to try them again as they had the scenario pack I wanted---this time nothing.
Will not order from them ever again.

Did you pick up the phone?

Ordering online should negate the reason to call. Having to chase down your online order after ten days to get an update is unacceptable customer service. I would've handled it the same way.

Agreed, Doctor X. If you're going to have online ordering, you need to handle your website communications, or don't sell online.

I hate using the phone for conducting business. I don't hate people, just hate having to contact them by phone for business.

I stopped ordering from them a while ago. Seemed when I ordered I would not everything I ordered. I would be told the rest was on "back-order" but then it never seemed to arrive.

My point is really along the lines of JJ

If email is not getting satisfaction try another means before posting to the world

I am still awaiting payment from them for models supplies 15 years ago, no sign of it despite many letters,
(no emails then)

I hate to hear things like this Larry Huber has always been a stand up guy. Is he no longer running Brookhurst?

This from Brookhurst Hobbies????? When I ordered from them, they (Larry, actually) would call ME to ensure I got my shipments! I never had to call them. "Proactive" and "on the ball" are not adequate words to describe their incredible service and follow-up…

- Scott

I hate to hear things like this Larry Huber has always been a stand up guy. Is he no longer running Brookhurst?

Last I had heard Larry was no longer with them.

I had a similar experience several years ago- ordered in February, card charged immediately, waited over a month with no package -attempted to email but didn't receive a response. Called and was told would be sent soon. Waited another month, no package. Called and spoke with a guy who told me pieces were backordered and bad weather in England was interfering with casting. That felt like a load of bs so I contacted the english manufacturer and confirmed that what I was told was wrong. Only after contacting the english manufacturer did Brookhurst finally send me my stuff.

In regards to ASL, I have had excellent service and communication from these 3 retailers; Gamers Armory, NWS Wargaming Store and Noble Knight Games:

gamersarmory.com/catalog
link
nobleknight.com

OBW

From Brookhurst Hobbies website:

"Order Status
Have a question about your order? You can either Email us at info@brookhursthobbies.com or call us at (714)636-3580"

Before I order from a company for the first time, I always contact them by the sane method I plan to order… I will call them with a question before a phone order, or email them a "are you still in business?" note before making an online order.

Brookhurst didn't answer their phone and never replied to my email. I only shop them when I am in their neighbourhood.

I live not far from BH Hobbies and have known Larry Huber for at least 30+ years. He retired recently and moved out of state. Good luck to him!

Mike Bunkermeister Creek
Bunker Talk blog

Did try to contact Brookhurst both via email and their Facebook page and no response ; so after reading Saber6 and JJ's replies about calling them,in all fairness I did try just that during their business hours (yes am aware of time zone difference) and no one bothered to answer the phone….perhaps I should try smoke signal????

I order a lot of ASL stuff online from different vendors (including the ones OBW mentioned) and have not ever had to go track down my order or try 3 different ways to contact the vendor and have all of them end with no response--maybe just been very lucky over the years to have had nothing but good service,but sorry there should be no excuse for this. If you going to sell online either fill the order or at least respond to customer's inquiry with an explanation as to why there may be a delay,or item is on back order,or at least a simple apology and we will try to do better next time. But after second time having issue with them (with a gap of 13 years between orders) then no I will shop elsewhere.

The statement of "service non-existant" will certainly damage their business. I am not sure if this is being read by Brookhurst but I will send the a link as that might help the situation.

martin

"He retired recently and moved out of state. Good luck to him!"

That explains it all. Another "Warweb" has been created.

Best wishes to Larry in his retirement. He was one of the best when it came to customer service.

I suppose my back-ordered peter pig order will not be fulfilled. Thank you for the information. Larry was always very helpful and answered the phone.

Shoot, this is bad news. Brookhurst used to be a fantastic company to deal with.

Hello, My name is Steve Toth, I took over from Larry when he retired in Mid December. Unfortunately our TMP account is under Larry Hubers name. A little background on myself, I have been with Brookhurst Hobbies for over 20 years and some of you may be familiar with me as I have been processing mail orders and attending Trade Shows alongside Larry for the past 15 years.

thedrake, I really have no idea why you were not contacted initially about the status of your order, we definitely dropped the ball, and for that I sincerely apologize. As our customers know, we pride ourselves on excellent customer service and communication, we feel this is what separates us from other online retailers. The only communication I received from you were 4 emails, 2 at 1:15am Thu 3/3/16 asking for the status of your order, then 30 minutes later another 2 emails saying you have found the item elsewhere and to cancel the order. Since the order was cancelled, I assumed no further action was required.

As for phone calls, during business hours, we have several employees working and we always answer the phone. We have 2 dedicated phone lines to receive phone calls. We instruct all of our employees to not let the phone ring more than three times before picking up.

OldBlackWater please give me a call regarding your issue I would very much like to speak with you regarding your orders. You can contact me at (714)-636-3580. We do not have an online cart system that charges automatically, we manually process credit cards to charge for mail orders, and only for items shipping out.

Thanks for your time and if anyone has any questions regarding an order, PLEASE do not hesitate to call us, either myself or Ludwig are here at 9:30am pacific time weekdays to answer your questions.

Hey Steve,

I'm not calling you-its water under the bridge as far as I'm concerned. This happened in 2013 as I described it, and I eventually got my stuff. I now order direct from the manufacturer as it doesn't really make sense for my stuff to travel an extra 5-6000 miles before getting to me. I'm on the east coast of the USA. I had not previously posted about this but decided I should share my experience based upon other folk's postings. Good luck with the business.

OBW

Steve,

Thanks for posting a reply and apology accepted---I wish you luck in future with Brookhurst.

Mark

Thanks Steve. that adds clarity. It is much clearer now

thanks

martin

To OldBlackWater,

Thank you for mentioning me at NWS Wargaming Store;

nws-online.net

If anyone ever has any questions please let me know.

Thanks and take care friends.

Christopher Dean
NWS

To OldBlackWater,

Thank you for mentioning my store :)

To everyone else please do not hesitate to contact me anytime if you have any questions

Take care friends

Christopher Dean
NWS Wargaming Store
nws-online.net

I'm afraid the OP is a bit out of order or maybe just atypical – okay, maybe his personal experience has had some rocky moments but give the folks a chance. Especially if they've just changed ownership. I just placed an order through Brookhurst last Thursday – and had email communications before hand that were promptly responded to – and I had the order on Saturday!

I don't think that shows poor customer service, quite the contrary. And I swear I posted to that effect here on this board and the post seems to have evaporated. I would have no hesitation ordering from Brookhurst again.

Brookhurst has not changed ownership, Larry was the manager, not the owner. I have been shopping there, in person, since they were in the old store down the street, in 1975.

Like any long term relationship it's not always perfect, but good enough that every year they get lots of my money and my friends money.

Mike Bunkermeister Creek
Bunker Talk blog

Brookhurst was always good service