Address: 17 Montague Rd, Widnes, WA8 8FZ, United Kingdom
Phone: +441517333655
Rating: 4.6
based on 449 reviews.
Customer Service
Pros:
"Excellent service from Kate who handled a very swift refund after I inadvertently ordered a new loco twice!"
"Our original order was processed quickly and efficiently and the goods arrived exactly when Hattons said they would."
"The people are friendly and knowledgeable - you know you are in good hands."
"I highly recommend Hattons & I'll certainly be using them again in the future."
"However the locomotive proved to be unsuitable for our track layout - nobody's fault but when we contacted Hattons they agreed to exchange it for a more suitable one."
"Great finds too. Thanks for a great shopping experience!"
"The customer support was excellent as they endeavoured to ensure I was happy with my order."
Cons:
"Cancelled a pre-order for 9 genesis coaches after waiting patiently almost three years... Excuse that they didn't order enough to fulfil pre-orders?!"
"However, I do feel like they are a bit overpriced, and some of the 'bargain' kits online aren't bargains."
"Customer service is also meh, I sent questions about two different items and received the same generic copy and paste answer for each one, not really answering my query."
"Well I can only say that I’m disgusted with Hattons. I ordered 2 packs of Rail Joiners, Nylon Insulating... So I’ve been charged £2.75 for a 48hour delivery (which took 4 days to arrive)."
"Last year I had over £2000.00 of pre orders on Hattons site, but cancelled them all due to damages."
"Their problem solving abilities are non existent and customer service in these days and age is just not up to scratch."
"Made an order on a Wednesday for next day delivery... It's Monday evening and still no delivery."
Delivery & Packaging
Pros:
"They have an excellent website and mail order service providing quick and economic delivery to New Zealand."
"Very fast response and processing, very well packed, economical and fast delivery (10 days from order to my door-UK to NZ!)"
"Another excellent service from Hattons, ordered on a Friday and it arrived on Saturday, bear in mind that it is the week before Christmas too, I think that is exceptional."
"Considering the present COVID situation delivery was speedy too."
"Items extremely competitively priced, exactly as described, and posted promptly."
"Well packaged and kept informed all the way via email and sent tracking number for Yodel."
"The packaging was sturdy and totally appropriate for the contents."
Cons:
"Unfortunately, the parcel got delayed in customs and was obviously not treated very well on the way to me (literally got partially crushed)."
"I doubt that I will now make any future purchases from them, despite the fact that I have spent £1000s in the past."
"I know that we are in difficult times at the moment but my advice to anyone thinking of selling items to Hattons at present is beware!"
"I ordered some items and after four days received an email informing me that after a 'stock take' they found that some stock shown as available wasn't."
"They were reluctant to send me a replacement pack from their stock of the same model, they wanted me to send the whole thing back."
"Having waited more than a year for my 0-gauge A3, I was dissapointed when it arrived obviously broken"
"Very disappointed with Hattons, buying a heljan class 50 O gauge model, no longer available items broken in bottom of box on arrival and glue marks on model from it looks like a repair has been made."
Product & Stock
Pros:
"I first shopped with Hatton's when I was working in Liverpool during the early 1950's, now retired and resident in the USA I still do."
"Ordered pre-owned diecast model. Condition was exactly as described in sales details if not better."
"All was been very pleased with the state of the kits matches the descriptions exactly."
"Very good value for money as in first rate condition cosmetically and mechanically."
"Very friendly and helpful family business. Absolutely huge in the model railway world and have lots of items in stock."
"Hattons notified me by email when it came into stock."
"The used item that I bought was exactly as described - as new and tested and works perfectly."
Cons:
"They also have had many kits that are hard to find or people asking stupid prices for."
"However recently I have had all my pre orders cancelled."
"Now today I get emails stating that items are not in stock, when, when I placed the order there was 'more than 10' but instead of keeping it on back order they cancel it."
"Do not be tempted to visit the warehouse, because that is what it is."
"I have purchased several items from Hattons in the last few months, including their A4, 4-6-2, O gauge Locomotive 'Commonwealth of Australia' but which unfortunately was missing one of the additional parts."
"Unfortunately Hattons do not sell and cant source any spare parts which means the loco us now scrap."
"1 of my last purchases has had its base keeper plate repaired, badly by the previous owner, which wasn't in the description of the loco"