Today my dad and I had a pretty foul experience in my local model shop which I'm pretty saddened about.
You might recall I got a new model steam engine for my layout. It was a lovely little locomotive but pretty finicky: it wouldn't go around our track properly. So, we decided to return it to the shop and get a different one.
It was pretty busy so we had a wander round and I managed to spot a few hidden gems in there. It's a tiny place, and there's stuff crammed in everywhere, and if you have a bit of a look you can find some pretty rare stuff. Some boxes had been moved around or even removed (it's hard to say) and I spotted Edward, James, Gordon AND Henry all on one wall, AND a Stepney hidden away too! As a bit of a Thomas fan, I really want to get these locomotives at one point. But I digress.
My dad and I were chatting while we waited for the crowds to die down a little and we eventually settled on which locomotive we wanted (a Class 31 diesel, in case you were wondering). So, we finally managed to get near the counter and we began to sort everything out. We weren't just taking back a locomotive, you see: we'd decided to return a couple of buildings that didn't really fit on the layout, and then automatically put that money towards the loco we were getting. Which is fine: the shop owners have said we can do that without issue.
Now, the loco we were returning was out of a larger train set, or so we had deduced. And when the (incredibly obnoxious) shop owner asked why there was no box with the loco, the other shop assistant and I explained we had concluded it was out of a larger set and as such wouldn't have a box. Well, he was incredibly rude towards this other shop assistant, quite nastily insisting that the loco DID have a box and she wasn't looking hard enough. He was also pretty rude to us when I asked if the new loco we were getting came with the couplings (since the couplings were detachable for added realism with this loco).
The real problem came when we tried to return the old faulty loco. Since the locomotive was technically second-hand now (since we'd run it on our layout) he was arguing that he'd have to deduct some money from our refund. Despite (accidentally) charging us about £12 too much, the model being intrinsically finicky and our spending of about £500 in the shop so far. (Railway modelling is a very expensive hobby) Long story short, we had a big argument over it, at which point he eventually said he'd give us the full refund and return the locomotive to the manufacturer as a faulty product. But as a result we're most likely never going to shop there again. In fact, my Dad turned around after leaving the shop to say to the owner that he, Dad, thought he had behaved abominably to his shop assistant.
This is a blow because the shop is local, has a really nice range of stuff, is the cheapest in the country and the other shop assistant (the one who was berated) is really friendly. But the owner is consistently arrogant, rude and in this case greedy, and we really don't want to give him our business, assuming he now serves us at all. Furthermore, we want buying new stuff to be a pleasurable experience and his presence there (he isn't always there) is always going to sour the whole process.
The practical upshot of this is we'll go to other shops, which may be further away, more expensive, and might not have the stuff we're after, since a lot of the locomotives and buildings and the like are done in pretty limited quantities, if they're even made (Henry has been discontinued now, although you can get new ones IF you do a bit of digging). But basically, a useful resource and pleasurable experience is closed to us now for the foreseeable future. Unless we can predict with perfect accuracy when the shop owner is not there, or he gets a personality transplant.