Wonderland Models Arvostelua 

I placed an order on 28/11 for my husband's Christmas present yet DPD have failed to deliver it, despite it being at their depot in Stoke since 1/12. Wonderland told me it would be here before Christmas, which it won't be. DPD now say they will deliver it 28/12 which defeats the object of buying a Christmas gift and I doubt they will turn up anyway. I have asked Wonderland to refund me and DPD to return the parcel to them, which they won't do. Total lack of customer service, just empty platitudes thanking me for my patience and understanding. Even with the additional pressures on couriers they have had ample time to make the delivery, which they have lied and said they would do on 3 occasions only to bail out at the last minute and go back to Stoke leaving me disappointed again.

Iain from the company went above and beyond to source an item for me when they ran out of stock. Thank you so much. Really excellent customer service! I will use again 100%

Incredible service. Received my order in less than 24 hours and beautifully packaged. Would definitely highly recommend, thank you

A real disappointment. I had previously had some positive experiences with this company but have recently seen issue where items showing as in stock on their website were then not able to be fulfilled.

Most recently I placed an order online and promptly received an email saying that the item was not in stock and they were cancelling the order. However, they did not decline the payment which remained as showing as pending, and therefore not available funds, which they said could take up to 7 days to effectively time out and auto-decline. I challenged this and their reply was that it was their policy.

Terrible service and shocking that they affect your available balance for a week after making no attempt to fulfill the order.

EDIT: The response from the retailer is only partially correct. They are saying that they waited for the transaction to expire. This is true. However, as a retailer they can cancel the transaction themselves which would have made the funds available immediately. They declined to do this, instead making me wait for the transaction to expire even though this was a situation of their making. I stand by what I say about it being a terrible service.

We've ordered schleich dinosaurs for our son twice through wonderland models and have found the customer service exemplary.
One poor fella was on the phone to me for quite a while talking dinosaurs after one we chose was out of stock.

A great personal service.

Amazing! Cannot believe the negative reviews….Order placed and received within 2 days. I’ve ordered from this company a couple of times and both orders received in a timely manner. Will be using again. Thank you

Yes, I requested on a first email for you to send me a new set, but please stop hiding on that because you are omitting all what happened after that email on our two telephone conversations when my husband and I requested a full refund and even discussed how much would you give us for postage costs. Therefore, please stop embarrassing yourself !!
You promised us something that you completely ignored and made us pay postage costs twice.
The worst thing is that you are insulting me if you think I would ever fall into your pile of bad excuses. Please stop doing that and take responsibility. Regards Maria

You must be joking! We pride ourselves on providing excellent customer service…??hahahahha
Your reviews do no say the same, and you should be listening to your customers instead of hiding behind your proud.

Having just visited your store I'm very disappointed in your customer service. We approached the till to make our purchase and were all but ignored by the staff member who was more interested in carrying on a conversation with his friend than acknowledging our presence other than saying our total price and do you want a bag. It was almost as if we didn't exist. On a plus point as I have just recovered from covid it was reassuring to hear him tell his friend he would rather die from it than get dementia from it, so maybe one day I'll forget this happened anyway! So much for shop local, think I'll use the Internet next time.

Terrible experience. They confirmed my order and then decided that the offer advertised on their website was a 'technical error' and they were not in fact willing to sell me the model at that price after taking my credit card details, phone number and e-mail address. I am assured that this is nevertheless a legitimate business but I will definitely discourage anyone I know from trying to shop with them.

Fantastic service. Ordered 16 pots of tamiya acrylic paint from these guys. All was available and in stock, delivery was super quick and items was well packaged. Definitely will be ordering from this guys again

Superb service from Wonderland Models.
I ordered a Pocher Ducati Panigale 1299R 1:4 Final Edition model on a Tuesday afternoon and it arrived safe and sound at 9.30 on Wednesday morning.
They were also the most compeititvely priced online with their website being very easy to use.
Highly recommended.

Ordered 3 "In Stock" models , waited 3 weeks for delivery then got an email saying that they weren't actually in stock and would I wait.i agreed to wait. 3 months passed and no delivery so I contacted them again which is when then cancelled my order. Amateurs, Terrible customer service, avoid at all costs.

I logged in to leave a review for what I felt has been an excellent service from Wonderland Models and was quite surprised to see so many poor reviews.
If I were considering an order from this store I wouldn't let any poor reviews dissuade you!
I ordered 5 Papo models for an excellent price and received both a call and email the next day to advise one of the models I'd ordered was no longer available. This was actually my fault as i'd mistakenly added the wrong model to my basket and the replacement offered by Wonderland was actually the model i'd wanted in the first place! I replied and they replied within a minute! to confirm my order which was then received two days later. Very fast delivery, very well packed, as described, friendly fast communication. I can only say my experience has been excellent and a delight in comparison to some other transactions I have these days. Shall certainly be a repeat customer.
I say i'll be a repeat customer but after realising where Wonderland Models are I realised i'd been in the store years ago while on a weekend break and bought a Hornby engine. The shop is like a candy store to me, literal Aladdin's cave!

They posted my order on a Saturday very soon after receiving it. It arrived Tuesday morning. Brilliant.

I ordered a rc model on the 13th March when the website said they would be available from the 24th of March. When the availability date changed I called the shop as I had no email update and was told that my order would be fulfilled once the model I wanted arrived. I received an email yesterday (9th June) to tell me that my order was cancelled due to their bank not being able to hold my payment details longer than 90 days and that if I was still interested then I should order again. Of course I was still interested as I had sat like a chump waiting for 3 months, if I wasn't interested then I would have cancelled the order!!! The model is now £30 ( over 10%) more than when I ordered it!!! I called the shop to be told that even if I stupidly paid the extra money and ordered another that there probably wouldn't be enough stock arriving to make sure that I had my order thus starting the whole cycle again. There was no need to cancel the order other than to get extra money out of me as I could have provided my bank details again. Bad customer service no communications. Avoid, avoid, avoid!!!!

I ordered a model from this company to be delivered to me in France. The website mentioned that all shipping costs and local taxes shall be paid by the customer. The fact that UK VAT was included in the retail price was also mentioned. Therefore it was reasonable to assume that French VAT was not chargeable. If Wonderland knew that French taxes would be levied (which they did), then I am unsure why they went ahead applied UK VAT at the point of sale. Paying both countries' VAT is not required or lawful.
I was then asked to pay French VAT by the courier used by Wonderland, AFTER the product had arrived in France at their depot. The total amount of VAT (x2) plus the high shipping cost to France made the product cost almost double its original advertised cost. Therefore I rejected the product and asked for a refund from Wonderland.
The responses were not helpful; terse one line email replies making it clear it was my problem and they were not interested at that point.
After many requests for a refund with minimal responses and little help, I decided to commence legal action to recover my payment in Edinburgh Sheriff Court. This ultimately resulted in a refund being made to me by Wonderland.
The entire experience with Wonderland was poor - unhelpful, apathetic and ill mannered.
I would avoid this company as their attitude and customer service stinks.
I bought the same model from a retailer Japan with lower shipping costs and taxes and it was delivered to me within 3 weeks.

Brilliant service. Helpful staff when I phoned, items were all in stock and delivered the next day via DPD. Some items, especially microscale products are cheaper than Amazon. I will be using again - just don't tell the missus!

Awful customer service. My order took 2 months to arrive and when it did arrive the paint was dry. It took a further 4 months for replacement paint to arrive. Unprofessional, curt and unhelpful email responses from them about the issue. Avoid.

As a shop, when you can visit (lockdown), they are fantastic!

As an online retailer, sadly they have an awful lot to learn. Do not expect consistent results, because you won't get them

1. VERY Erratic turn over of orders. I've had orders executed in 24-48 hrs. Then others up to a week and a half to get any form of communications at all. Not down to couriers but to the shop processing.

2. Stock - reads as in stock but by the time your order is processed they go out of stock. The stock doesn't appear to change as you order, unlike many other online suppliers.

3. Comms very poor, you don't know when or if your order has been processed or not after the initial email confirming your order no. And it's hit or miss if they update your online account ordering details

4. Staff extremely rude when you phone. Well that's not actually fair, it's just one member of their staff who is extremely rude. To be fair he's exactly the same when you physically go into the shop. He talks over the top of you & is extremely blunt & rude. If I was the owner I'd be having serious words with him as I am not the first person to bring up this matter.

As I say the shop is a total treasure chest of goods. But they really need to look into their online ordering processing. If they can sort that out they'd be one of the best Model Shops in the UK.