John Emms 1 Posted July 9, 2017 Share Posted July 9, 2017 I thought it wise to put this in a new thread: The new owner of Puffin is Steve Walker. Steve owns a model shop, and the address is 70 New Road, Porthcawl, CF36 5DG. There have been a number of revisions to the web site this week, and www.puffinmodels.com is now up and running, collecting orders, and taking payment. Sandra and I have offered, and given, support to Steve and his family in taking over the business. I know that Steve and family are planning to trade as Puffin Models at shows during this year. Regards, John Quote Link to comment Share on other sites More sharing options...
Former Member Posted July 9, 2017 Share Posted July 9, 2017 [This posting has been removed] Quote Link to comment Share on other sites More sharing options...
Martin Harris - Moderator Posted July 18, 2017 Share Posted July 18, 2017 Does anyone have Steve's telephone number? I'm trying to check on the progress of an order and for the second time, I seem to have broken the Puffin website by attempting a password reset. Unfortunately, I didn't note their phone number first! Quote Link to comment Share on other sites More sharing options...
edgar Posted July 18, 2017 Share Posted July 18, 2017 The website gives two numbers, one for telephone orders ( 01454 314139) and what appears to be a mobile number (07747875892). I hope this helps. Sorry about the bold typeface. Quote Link to comment Share on other sites More sharing options...
Martin Harris - Moderator Posted July 18, 2017 Share Posted July 18, 2017 Thanks - I've spoken to Steve on the mobile number - the 01454 number would appear to be the original Puffin number near Bristol but I've advised Steve of this. Quote Link to comment Share on other sites More sharing options...
Anthony Scott 2 Posted July 18, 2017 Share Posted July 18, 2017 You are lucky. I tried the mobile number twice this afternoon, 1st time it eventually rang out & the 2nd it was apparently switched off. Impressed I am not. Quote Link to comment Share on other sites More sharing options...
Martin Harris - Moderator Posted July 18, 2017 Share Posted July 18, 2017 I'll tell you if I'm lucky when my items arrive. I really hope that the impeccable service from the John and Sandra Emms era continues once any teething problems are ironed out. Quote Link to comment Share on other sites More sharing options...
Martin Harris - Moderator Posted July 19, 2017 Share Posted July 19, 2017 I'm afraid that the old next day delivery at a reasonable rate service is not a feature of the new operation. I made an order on Sunday evening and the postage rate was a little more than for my last order with Puffin. As the size of folding blades I was after was in stock and I couldn't see them anywhere else, I swallowed the £4.95 charge and placed the order, anticipating a delivery on Tuesday - well in time to use tomorrow. Sadly, according to the tracking info, my package is still under the counter of the Post Office where it was left yesterday. I can but hope that the tracking info is inaccurate and the postie braves the dog for me tomorrow morning. It seems that the current policy is to dispatch within two days of ordering and mine wasn't sent until after I'd enquired with Steven yesterday. Steven told me that this condition was displayed on the website although even with the benefit of hindsight, I can't find it. Furthermore, my enquiry about the change of policy with the new owners sending with 2nd Class postage was met with a question asking me where on the website did it state which service was being used. There is no obvious option visible for any other delivery services - apparently I should have called him if the order was urgent... Steven's attitude is that if I'm unhappy with the service, I can shop elsewhere. That's a shame as Puffin Models was always a pleasure to deal with and I relied on their service for items I wanted in a hurry. Quote Link to comment Share on other sites More sharing options...
Gordon Tarling Posted July 20, 2017 Share Posted July 20, 2017 A business with a take it or leave it attitude isn't going to survive for long - there's plenty of competition out there with impeccable service. Shame. Quote Link to comment Share on other sites More sharing options...
Former Member Posted July 20, 2017 Share Posted July 20, 2017 [This posting has been removed] Quote Link to comment Share on other sites More sharing options...
Bob Cotsford Posted July 20, 2017 Share Posted July 20, 2017 Why should the guy be 'cut some slack'? As a new business surely he should be going the extra mile to encourage customers to return, not the other way round. Quote Link to comment Share on other sites More sharing options...
Former Member Posted July 20, 2017 Share Posted July 20, 2017 [This posting has been removed] Quote Link to comment Share on other sites More sharing options...
Former Member Posted July 20, 2017 Share Posted July 20, 2017 [This posting has been removed] Quote Link to comment Share on other sites More sharing options...
Andy Green Posted July 20, 2017 Share Posted July 20, 2017 To be fair this does cut both ways. There are a number of threads talking about great service. With a balance of good and bad companies, customers can make an informed choice. Andy Quote Link to comment Share on other sites More sharing options...
Martin Harris - Moderator Posted July 20, 2017 Share Posted July 20, 2017 On the contrary, Puffin has been a great business to deal with and I do want the business to continue to prosper - and hope that any feedback generated here will either confirm that people are happy with the carriage rates or help Steven to understand his market - but I don't think that its (to me) USP of being an ultra quick and reliable business is being enhanced by policies of a 2 day turnaround and second class postage at a price well above what many suppliers charge for first class. I was never let down by goods not arriving the morning after ordering by 3pm under the original ownership I tried to make these points to the new owner and he has been very straight with me over his breakdown of coatings but my observations seemed to fall on deaf ears. His chosen method doesn't seem to compare with the services previously offered by John and Sandra - perhaps their postal rates/services had changed since my last dealings? Edited By Martin Harris on 20/07/2017 11:17:29 Quote Link to comment Share on other sites More sharing options...
Former Member Posted July 20, 2017 Share Posted July 20, 2017 [This posting has been removed] Quote Link to comment Share on other sites More sharing options...
Martin Harris - Moderator Posted July 20, 2017 Share Posted July 20, 2017 On a more positive note, the package arrived in good condition and with the correct contents this morning. As the (fairly unusual) size ordered is no longer showing on the website, it looks like stock levels are being updated promptly. Quote Link to comment Share on other sites More sharing options...
Former Member Posted July 20, 2017 Share Posted July 20, 2017 [This posting has been removed] Quote Link to comment Share on other sites More sharing options...
Former Member Posted July 27, 2017 Share Posted July 27, 2017 [This posting has been removed] Quote Link to comment Share on other sites More sharing options...
Martin Harris - Moderator Posted July 27, 2017 Share Posted July 27, 2017 Andrew, I would give them a call and ask about modifying the order to 1st class postage - that is the 2nd class rate unless anything has changed since my contact with them. Quote Link to comment Share on other sites More sharing options...
fly boy3 Posted July 27, 2017 Share Posted July 27, 2017 Hi Andrew, just tried them using my iPad, no problems opening their web site. Cheers Quote Link to comment Share on other sites More sharing options...
Former Member Posted July 27, 2017 Share Posted July 27, 2017 [This posting has been removed] Quote Link to comment Share on other sites More sharing options...
Tony Cook Posted July 27, 2017 Share Posted July 27, 2017 Just bought a small foamie glider fus and folding prop from another UK supplier (My fus got broken in flight when one folding prop let go and twisted itself into pieces).The package wasn't very big and the postage was £9.95 (within the UK) I couldn't get the part anywhere else...so in this case I had no choice ( other than to throw my model in the bin). A few months ago I ordered 2 canopies from the plans services, 1 arrived...a few weeks of e-mails eventually saw my second arrive (not good service) again the postage/courier costs was quite high. I wish I could say costs will come down/ and service get better...far from it I think prices will continue to increase. The £ no longer buys what it used to. Quote Link to comment Share on other sites More sharing options...
John Emms 1 Posted July 27, 2017 Author Share Posted July 27, 2017 The back end of the site is literally a collection of products that are pulled up to the front end that you see by whatever the selection critera is (normally the catalogue section), and leaves out items that have been disabled - the items are "fetched" from the back end to the front end. I have stayed quiet on this thread, but I do have sympathy with Steve as Sandra and I saw our profits go in a variety of things, not least the monthly bill for postage charges that was as much as twice what we had collected in p&p. I very much see the need for the £5 charge when the costs of carriage can no longer be subsidised by the price of the products sold. Looking at the costs, when we were asked why we no longer listed a model that was the subject of a review at the beginning of the year, Sandra said we did not want to appear expensive because of the new price of the model, and the editor said "But everything has gone up 20%". Last week, I was on the verge of buying a Reichard Svist using a Euro 20 discount voucher (on a Euro 270 model) but held off until the £ picked back up a little, but the £ fell another 15% since then. There are going to be massive changes in many markets, including the UK model market, but I have no idea what they are going to be.... Quote Link to comment Share on other sites More sharing options...
Former Member Posted July 29, 2017 Share Posted July 29, 2017 [This posting has been removed] Quote Link to comment Share on other sites More sharing options...
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