We are a family run model retailer from Gloucestershire. We currently retail Hornby, Peco, Bachmann, Roundhouse, Dapol, Graham Farish, Corgi, Woodland Scenics, Scalextric (By request), Metcalfe, Modelscene, Ratio, Wills and Harburn Hamlet (By request).
Previously submitted Customer Comments
Ben , Milton Keynes -
04 Mar 2020 -
Absolutely fantastic service, all other retailers were sold out of a model of 37800, except derails, I pre ordered it Monday, paid Tuesday and it arrived with free postage on Wednesday, fully tested. Fantastic and personal service.
John , Clackmannanshire -
23 Jan 2020 -
I was looking for a particular Bachmann Class 37 sound locomotive and all the big players had sold out. On searching the internet I found one on the Derails web site. It was advertised as a lower price with free postage, so I placed my order orderer. It arrived before Christmas which surprised me, the only problem was they sent the non sound version. I contacted them via their web site enquiry page and received a phone call next day from Dan full of apologies for their error asking me to return the loco and it would be replaced. As we were into the festive period postage was more restricted but Dan kept in contact by phone and email during to process and replaced the loco as quickly as possible and included a lovely gift and refunded my postage. Given it was a extremely busy period he went above and beyond to provide an excellent service and I have now recommended him to my model railway club members and follow that theme here.
Bill , Brough, East Yorkshire. -
19 Feb 2019 -
Having been let down by another well established large retailer over a long established pre-Order. I searched round for the loco I was after and was delighted to find what I wanted on Derails website. I had a problem completing the order on line and emailed them about it. I had a swift response telling me it was out of stock, but they would contact the manufacturer to see if any were still available. To summarize they got me one at a price lower than that previously pre ordered elsewhere. Told me when to expect delivery and by whom, which it duly did. I'm delighted and will use them again. First class service.
Paul , Pudsey, West Yorkshire -
21 Jan 2018 -
Excellent experience when ordering from their website. They answer email queries promptly and locomotives are tested before dispatch which is rare these days. My order was dispatched extremely quickly and arrived in perfect condition. Their prices are very competitive too so give Derails a try - you will not be disappointed.
John , Lincoln -
20 Apr 2017 -
Absolutely brilliant customer service from Danny at this shop via email and phone, nothing was too much trouble, encyclopaedia type of knowledge he has and was a very polite and understanding person to whom with his wealth of knowledge has given me more than I could ever hope for in completing my train layout landscaping as a first timer. When he said a date or to do a request or an order, he did it on time and informed me, and if he thought of anything that would help me, he gave me advice to that effect. If you want the best, then this is the place!
Robert , Swindon -
12 Mar 2017 -
A great new enterprise. Orders promptly dealt with , communication is fantastic. Definitely my supplier of choice
Bill , Bristol -
17 Feb 2017 -
Great new enterprise run by a keen young man.Good prices and stuff is tested before being sent out.Limited stock but will get stuff PDQ.A refreshing change.
Jack , Manchester -
06 Sep 2016 -
Stumbled across their website during a Google search for a good price. Couldn't be happier! Excellent customer service over email and the parcel dispatched quickly and arrived safely. Parcel was well packaged and was surprised to have found it was tested before being sent - always a nice touch. Also liked the 'Big Dan' and 'Little Dan' when receiving emails. Personal touch again.
Highly recommend to anyone looking for a brilliant model shop. Will return.
Richard , Swindon -
01 Sep 2016 -
Touring the Forest area today (1st September 2016) parked up in Coleford to find lunch. Just around the corner from the Co-op car park (near B4028/B4228 crossroads) we found a sign on the street outside a baguette and coffee shop to Derails which was over the shop up the stairs to rear. Naturally we had to have a look. Very impressed. Well stocked with major manufacturers items, tidy, well organised and very helpful and chatty staff, the young owner and dad. Purchased a Hornby Class 71 after eating in the shop below, great coffee and baguettes at very reasonable prices. (Both shops in same ownership although separate units at present.) Very much recommended, will go again, and also partake of the baguettes and coffee. Well worth a visit if in the area and worth going to even if you're not. Approaching the traffic light controlled cross roads from the B4028, turn left towards Puzzlewood and then car park almost immediately on right (Free P). Having parked walk out of car park to road just turned in from, turn left and left again at crossroads/corner. Food and railways a few yards up on the left!
Brian , Crawley -
12 Aug 2016 -
Very good first experience with this dealer. Good communication and only lacking information about when the item was posted. This is easily remedied. Packing was very good and this ensured that the goods was not damaged in transit.
Geoff , Sudbury -
21 Jul 2016 -
Best packaging I've ever come across. Great idea to test run, could save many time-consuming and disappointment issues
In the my top five for best service I've ever experienced. Look forward to doing business with you again.
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