I've made multiple high-value purchases at Hobby Town, Bear, Delaware and unfortunately, my experience with their customer service has consistently been disappointing.
If you're just looking to walk in, make a purchase, and leave without any interaction, this store might meet your expectations. However, if you're new to a hobby, have questions, or are hoping for a knowledgeable and engaging conversation, this is not the place to go.
The staff come across as disengaged and uninterested in helping customers. Interactions feel transactional at best--once the purchase is complete, they quickly disappear into the back room. There's little to no effort to build rapport, offer guidance, or provide a welcoming environment.
What's even more frustrating is that even basic questions over the phone are often met with vague or unclear responses. For a specialty hobby store, you would expect a higher level of product knowledge and customer support.
It's extremely frustrating to spend any amount of money--especially significant amounts--with a business and not receive a basic level of customer service. The owner of this location should seriously evaluate both their hiring practices and overall customer service approach. While this may be a smaller operation, that's even more reason to focus on creating a strong, customer-friendly experience.
At a minimum, the staff would benefit from retraining in the fundamentals of customer service and customer engagement. They have a great selection of hobby items, which is the only reason I give 2 stars. I will probably make the rest of my purchases online and with another hobby shop. This is unfortunate because they are local and have a good selection. Guys get your act together!! This is for everyone except the heavy-set guy with the beard. Sorry I don't know your name. This is another reason customer service training is paramount. Everyone walking in should know the names of the employees. I have spent well over $3000 in this store in less than 4 months, and they won't see another cent from me. read more