Unfortunately, I left TJD Models feeling very disappointed and unwelcome, particularly because of the way the owner and sales handled my concerns.
Before visiting, I had emailed the shop explaining that I am disabled and have serious health limitations. I explained that I have a stoma and receive TPN through a line in my chest, and because of my circumstances I cannot always manage repairs or technical work myself. I was interested in purchasing an RC crawler and specifically asked whether they could repair RC models if something went wrong. I also asked about whether they could help with repairing an expensive damaged figure/model that I own. Unfortunately, I received no response to my email.
A friend later happened to be able to take me to the shop in person. During our conversation, I was told that they always respond to emails. That was when I explained that I had already emailed them about my disability and repair questions and had received no response.
I was then given explanations that the owner had recently returned from holiday and that the salesperson wasn't technical enough to answer my questions.
To be fair, the salesperson did make an effort with me. He spent time showing me different RC crawlers, answered what he could and worked out a rough price for a complete setup. I appreciated him doing that.
My disappointment was much more with the owner and the overall way the situation was handled. The owner was present in the shop while this was being discussed. When I explained my disability and why repair support was so important to me, I didn't feel that my concerns were properly acknowledged.
I even showed them my stoma and the TPN line in my chest because I wanted them to understand that I wasn't simply asking hypothetical questions -- there is a genuine reason why I may need help maintaining or repairing an RC model. I felt uncomfortable with the reaction I received. When my disability was mentioned, I felt the conversation was either shut down with responses that they didn't know or there was very little acknowledgement from the owner.
I wasn't asking for special treatment. I simply wanted some reassurance before potentially spending several hundred pounds with the business.
I also explained that I would need to use Klarna/finance to make the purchase affordable. The owner didn't appear keen on Klarna and instead discussed PayPal and the percentage/cost involved to the business. Again, this didn't make me feel particularly comfortable as a prospective customer.
My friend had actually told me very good things about TJD Models, so I went there genuinely hoping to have a positive experience and potentially become a customer.
Unfortunately, although the salesperson did try to help me, the way my original unanswered email and concerns were handled by the owner left me feeling unwelcome and uneasy about making a purchase.
For me, after-sales support is extremely important. If I spend several hundred pounds on an RC crawler and later need help with a repair that I physically cannot manage myself, I need to feel confident that the retailer will be there to help.
Sadly, I didn't leave TJD Models with that confidence. I left feeling unwelcome rather than reassured, and because of my experience I will be looking elsewhere. read more
