Accurascale Avis 

Bought a Deltic model that Accurascale already knew had a problem but sold it anyway. Apparently there is a fix for the loco problem but they failed include this information with my Deltic and also failed to inform me subsequently. This is information is allegedly on their website somewhere but is not prominent. The information given is inaccurate as evidenced by the video I watched. I discovered this fact whilst watching a Youtube video!
Customer service is non-existent. I'm now expected to pay to return my Deltic to the retailer for a refund. Various Laws have been breached but they don't care. I'll let the relevant authorities deal with it.

Just received my Accurascale
P class loco. #325.
What a little gem of a model.
Beautiful finish and it runs like a swiss watch.
Amazingly well packaged too.

Outstanding quality.

Ordered Deltic in March, in stock when I ordered, out of stock next day. This continues untill October. Eventually received word it was in packaging (November). Assured it would be posted on 13th December by Royal mail 48 service. Up to now Royal mail has no details of the package in their system. Not good.

I am new to this hobby and so far have purchased nine locos, three of which are Accurascale. These were the Class 37, 66 and 92. They are all exceptional with amazing detail and run perfectly out of the box. Sound is also far superior to any of my other locos.

Customer service has also been excellent. The sound on my Class 66 was cutting out so got in touch and received a response the following day. They asked me to do some changes to CV settings and following this a new speaker was sent out. I also broke one of the coupling pockets (my own fault) on one of my Nuclear Flask Wagons. I contacted them via chat and after confirming my order, they sent me a new part FOC.

Accurascale have received a lot of awards this year and its well deserved.

Brought a Class 31 that's was faulty. Needed customer service help. Strangely no phone number. Used online chat and the respondent ended the chat half way through. Made contact the day after. Advised to deal by email with technician. Stated he woukd get back to me re my query but received no reply. Also on product description it states has working cab lights. The technician told me they don't. You shouldn't be advertising it as such then. Despite this loco runs well and looks OK but on my experience I wouldn't buy from them again.

Just received my military siphon G. Detail excellent, yet another market leader from this company.

Another excellent model by Accurascale. The class 66763 is well detailed and the sound is of excellent quality.This is the third locomotive I’ve bought from them the other two being class 37s, which are of equal quality. It was well worth the wait and the customer service is excellent keeping you informed of the models production and delivery dates.

Accurascale support unhelpful not apologetic and not interested in resolving my issue.
They cancelled two orders without any warning although they claim they sent me four reminders for each order. I have received all the regular emails they send me, it is just these 8 I never got ? I regularly check my junk mail as well as my in box so I would definitely have found them had they arrived. I suggested they send a test email, but they are not interested and have closed the case. So Zero stars from me.

The best in the business at this time. Accurascale excel in value for money, their models are painstakingly accurate as they research the variations within classes of locomotives and other rolling stock very carefully. They are very approachable, listen to comments on forums, thereby leading to excellent customer relations.

Ridiculously and unnecessarily expensive with an atrocious customer service that bullies and bans for legitimate feedback. A company not to be trusted. If I could give them zero I would.

Received a product which arrived damaged. The box it was delivered in was in good condition and packed tightly so I suspect that someone who fulfilled my order did not care one bit about the broken model or to the person it was going to.

Contacted support and received no empathy whatsoever. The product will be replaced but disappointed for some time.

Great product and mostly lovely people however it seem that they do employ a sales prevention officer who is arrogant, rude, and quite simply doesn’t make any logical sense.
Get the customer service correct please.

Disappointed with just how noisey the motor/drivechain is on the Manor loco. It is so loud that anything above 50% it is the predominant sound above the factory fitted sound, and at full speed it drowns out the factory fitted sound completely.
Also it seems Accurascale filter the low scoring reviews on their website therefore artificially inflating the user reviews.

I am rather disappointed with the response to issues that I raised. The models may be of high quality but the customer service is not as good (they don't, for example, even have a telephone number on which they can be contacted). The manual for the product I purchased (class 78xx Manor) contains incomplete and inaccurate information. They claim they want to "provide the exceptional service we'd want to experience ourselves" but this is not borne out in my experience. Instead, they have sought to offload responsibility to someone else and have ignored several of my queries.

Simply the best in the business. Best in class products, best in class comms, best in class customer support.