Tom's Modelauto's Reviews 25

I placed an order on the new website beginning of January. The new website was a total mess, after 1-2 weeks the company realized that they failed the transition and decided to recover the old website. An email was sent by the company owner promising that all the orders from the failed new website will be transferred to the recovered old website within 48 hours. Well, several weeks have been passed, my order is still not visible, after sending many emails asking for a clarification of my order there is no response from the company. Absolutely zero respect towards the customers, and not taking responsibility. I never experienced such unprofessional behavior from a company. I do not recommend to buy from them, but find a reliable webshop instead.

I placed an order and paid for it on January 16th.
To this day, the item has not been shipped and has not been delivered.
I have contacted support several times and received no response.
Very disappointed with this level of service!!!!!

I placed an order and paid by bank transfer on January 5. The payment was completed successfully, however the seller did not ship the order and did not confirm receipt of the payment.

On January 7, the company transitioned to a new website. As a result of serious technical issues related to this transition, my order and payment were not properly processed in their system. Incorrect order numbers appeared, and I received automatic messages stating that the order was “waiting for payment,” despite the fact that the payment was made with the correct reference.

I did not receive clear confirmation of either the shipment of the order or the receipt of payment. The order was placed for a specific date — a birthday, so timely delivery was especially important.

As a result, I was forced to request a refund from the seller, however I did not receive any response to this request.
Communication from the seller was very poor and unresponsive throughout this process.

As of January 22, I have not received the ordered goods and have not received any confirmation from the seller regarding a refund.

I would also like to note that website issues should not affect accounting processes or the handling of already received payments.

This experience involved a long delay, lack of responsibility, and significant inconvenience. Based on my experience, I cannot recommend this shop.

Update (to my review):

Update:
The order has now been delivered. The first notification to collect the parcel was issued on January 27, and I finally received the goods on February 4, 2026.

The items arrived complete and in good condition.
However, throughout the process, the seller did not inform me about the order status, did not confirm shipment or provide a tracking number, and did not respond to my messages. The delivery took 17 working days, which is an unacceptably long timeframe for a shipment within the European Union. This was not an order from overseas or third countries, where delivery is often faster even over much longer distances.

The issue was not the product itself, but the lack of communication and customer support, which caused unnecessary stress and uncertainty.

Final Update

After the order was delivered on February 4, 2026, the seller issued a refund on February 25, 2026, apparently following my earlier refund request.

Since the goods had already been received, I contacted the seller to clarify the situation and arrange the return of the refunded amount. Transparency and proper documentation are important to me.

Unfortunately, this case clearly showed that the company’s communication and administrative processes were not aligned with the logistics process. While the parcel eventually arrived, customer communication significantly lagged behind the actual shipment status, which caused unnecessary confusion and stress.

No customer service. A model I wanted had a note that said, that a small percentage of them could have paint defects. I promised Toms that I would purchase this model, if they would check the model for defects before purchase, but they could not be bothered = lose customers and don't make a sale. They rather wanted me to buy it, maybe return it and use the same time handling the return request. Some businesses have it too good when not wanting to provide customer service, in my opinion - sad. I have dealt with them a few times before, but not in the future for me.

Long story short:
Ordered something from Germany, paid in full the next day, so far so good.
Made the mistake of not adding the postal code, the other shipment information being complete and correct.
Customer support contacted me about this issue(14.2), asking me to add the missing information. Literally one day later(15.2), i get the information that my package was sent without a postal code, barely giving me a day to reply. Insisting on it being "my mistake" when it literally wouldve taken 30 seconds into Google Maps to find out about the postal code of my hometown.
Package is now stuck at a german parcel center and cannot be forwarded to me.
Contacted both PostNL and DHL trying to relocate it to the correct adress, a very nice and supportive guy at PostNL told me that they requested Toms to add the missing information afterwards, claiming that the parcel doesnt need to be returned to sender. Toms customer support meanwhile insisted on the parcel being sent back to them and me having to pay for shipping twice. Me asking them to contact either shipping service to get it fixed was refused. Bottom line, Toms wanting me to wait up to 5 weeks for them to have the parcel returned and asking me to pay the shipping again. I cant think of what they expected for it to happen to just send out the parcel without me replying to add my full shipping information. An Issue that couldve been fixed with 1 minute into Google Maps or just simply phoning me under my given contact information.

I know very well that it was my mistake not to give my postal code but they just ignored it and made the issue worse then it couldve been.

Disappointing.

I am writing this review because current rating (single 1 star review) does not correlate with my experience.

I bought a Bburago model auto and 2 smaller model bikes, for kids. Price is lowest I could find anywhere, and purchase not too large to freak out. They've shipped the parcel the same day, and it was professionally packed (first time I saw degradable air pillows). They have a large number of models on stock, cheap and expensive, and a number of items that are not on stock.

In general it was a pleasant experience.