I reached out to Trainmaster to see if the item they had for sale on their website was in their store or was shipped from somewhere else. I travel for work and was going to pick up a $600 locomotive at the store if they had it in stock. What I got was a rude reply. I won't spend my money there and have instead found another hobby shop with great customer service. A smart ass attitude cost them what turned out to be a $1200 sale. read more

Terrible customer service. After writing 3 emails, I got zero replies. Thanks for nothing.

Ordered online a DCS52 because they had the best price and free shipping. Ordered confirmed and shipped fast. Arrived with $10.81 postage due. The postman and I laughed about it, but I paid it. I emailed Mike D to advise about this issue but told him not to worry about the unexpected charge but I was curious if this is a QA problem or a NOP. Never heard back from Mike D and I was half way expecting an apology or an explanation. It was still an excellent deal and the item arrived quickly and well packed. After reading some of the other reviews I agree it's a tough industry and I have a lot of empathy and our hobby has some characters and I expect this store is no exception. read more

Trainmaster Models is amazing. I was impressed with their extensive inventory, knowledge of model trains, and friendly staff. I would not hesitate to recommend them for any of your model train needs. read more

TrainMaster Models - Hobby Shops Near Me - Auburn, Georgia

Do not attempt to sell your items at this location. TrainMaster Models will drag their feet in giving you a price, just asking you to leave your inventory with them. Then they will never call you in regards to valuation or paying you for your product. I'm not sure what they did to my trains but their lack of any attempt to get a hold of me is egregious. I have emailed them with my receipt and now they will no longer respond. I will update this review if anything changes. I would warn you to steer clear of this location. I personally don't trust them. The person who called me regarding this review laughed at me over the phone at my complaint. Welcome to the level of customer service you can expect from Trainmaster models. I do hope the owner sees this and realizes the lack of service his employees provide. read more

I'm mixed. Selection was great, but as someone new to the hobby it was very odd being talked-down to, to the point where I had to say listen I'm new trying to figure this out so cut me some slack on the judgment please. In addition, an employee very specifically and openly followed me around just to make sure I didn't pocket anything. They weren't trying to help, but literally stood 15-20 feet away watching me the entire time. I really try to support local shops for small hobbies like this, but the entire thing was so incredibly uncomfortable that I'd rather just order stuff online. It really was a 1-2 star experience, I don't want to tank their reviews so I'm rating it 4, but the shop's attitude is going to drive local customers away. read more

Love this place! Great selection of model railroading accessories, and a knowledgeable friendly staff always willing to help and answer questions. read more

Some model train stores can be filled with everything you need but it's like a scavenger hunt to find it. This place is clean and organized. I especially like everyone working there. I just recently got back into it. I'm treated with patience every time by all of them. Since it is organized it's easy to spend time in there and inevitably buy more than you expected! I do wish people would keep better control of their kids though. The cats that were there helped to show trains and pets do mix. I miss the cats but I understand the owners had no choice. Too bad the kids couldn't be kicked out instead of the cats! read more

Beware of online orders. On June 17th, I placed an order for several items that were all listed as in stock on the website. I read the terms and conditions on the website and understood that orders were aggregated from multiple sources and would ship within 5 business days. On the fifth business day, Friday, June 22nd, the order had not shipped, so I called to request the status of an online order and was transferred to Wesley. Wesley told me that all items were available and were en route to their facility for shipping. I asked him to specifically check that all items were available. He said "Yes, we never would have kept your money this long if they weren't available." Wesley told me items would be available by mid-week the next week and I should check in if I don't hear anything by then. On Thursday, June 28th, I called for a status update (per Wesley's instructions) and was told that two items on my order were back-ordered and wouldn't be available until mid-July. When I challenged this as contradictory to what I was told the previous week by Wesley, the owner told me: 1) I should never have been transferred to Wesley because he didn't know what he was talking about 2) Wesley didn't have access to the information she had access to, therefore, the information he provided me was wrong. The owner also implied that it was my fault for talking to Wesley about my online order - the person I was directly connected to when requesting the status of the online order! The owner then tried to twist my words, stating that because I waited until mid-week this week (as advised by Wesley), I specifically instructed them to wait until backorders were available to ship my order. Again, how would I have made a determination on back order-handling if Wesley told me all items were in transit and never used the words "back order"? The owner also accused me of not reading their policy and conditions. I specifically read the terms and conditions, which state that orders listed as "available" take time to aggregate from multiple sources and may not ship for up to 5 business days. I never would have ordered something listed as "back-ordered" on their website, I specifically placed the order because the items were available on the website and, at the time, were also listed as available at their distributor (Walthers). The website was since updated to show this item as back-ordered; however, it did not show this at the time of order. When I stated that Trainmasters was outside their own terms and conditions because they failed to ship merchandise within 5 business days, the owner accused me of not understanding how their business worked and having not read the terms and conditions on the website (yes, the terms and conditions I was quoting). She accused me of wanting my items shipped within a few business days, which is patently false - until now, I've patiently waited 9 business days for the order to ship. When I asked for the order to be cancelled, the owner scoffed at me and refused to cancel the entire order and stated she would have to charge a restocking fee of 15% on the in-stock items (which, I would understand if I they were within the terms of their order conditions, but, they were not). When I conceded and just asked the owner to cancel the backordered items, the owner used a mocking tone when she listed the price adjustment on the order of $22. Finally, the owner was defensive, standoffish, and blamed me from the beginning for this issue. I'm sorry I received incorrect information from your team, but, I'm not accountable for the breakdowns in protocols and communications within your organization. Next time there is a breakdown on your end, please don't blame your customer. Next time a customer is frustrated, please try to be understanding, not accusatory. Today, this company lost a retail customer who has loved their shop for the last four years. While their retail store is great, their web experience was among the worst in the industry. Bottom line: unless you screenshot the web listing for each item before ordering and record transcripts of all conversations with this organization, do not trust them. Advice: tighten up your communication protocols so customers receive accurate information, be aware of your tone with customers, maintain a positive attitude with customers, and thank them at the end of conversations. Your retail store is great but your customer experience with online sales is lacking. I do appreciate them immediately crediting my card for the difference and generating a shipping label within 20 minutes of our call. By the way, this organization pays customers for positive reviews. I never thought this was problem until today. read more

The best model train store in the region. Unfortunately for Atlantans, it's in Buford. read more

The best model train store in Atlanta. They only do trains no silly RC cars or planes just trains. The new store is much larger than the old store but yes it can be a haul for some. Great people who love what they do. What more can you ask for. read more

Great service, friendly and knowledgeable staff, huge selection of trains, nothing but trains. It's a bit of a schlep for me from Kennesaw, but I plan my trips to maximize shopping and I never regret the choice. Highly recommended. read more

I am by no means a train expert, but I have become more and more fascinated every time I walk in. The layouts ate beautiful, and they drum up excitement in kids big & small (I'm lookin at you, 70-yr old sir!). Great knowledge, very helpful. read more

TrainMaster Models - Getting ready to auction! - Hobby Shops Near Me - Auburn, Georgia

I am new in train modeling and I don't think this store is fit for newbies. The cashiers are nice but have no skills to help and the experts don't seem to have much patience because of my beginner's "dummy" questions. That is alright I guess for a club but this is a business and I would appreciate some guidance as a customer. Many rated the store very well - maybe because they are more experienced building train models? It was absolutely not my experience and I've been there like 2-3 times and it didn't get any better. Decided to go to Hobbytown USA in Kennesaw, a longer drive but the staff was way more friendly, patient, humble and customer oriented. Another issue is the fact that you can't return or exchange an open item. Being a beginner you'll make mistakes and pick wrong parts. I wasn't able to return although the parts were perfect and never used, just opened. I won't have this problem in a store like Hobbytown. A shame. Such a nice store but bad customer service experience. read more

Really great store to go into. They have lots of discounts all the time and are very well organized. I have been here many times before and will definitely go again. read more

Nice model train store ! Well stocked. The help was kind and knowledgeable. We will be back.

I never leave bad reviews due to the effort that goes into any "brick & mortar" store but here I feel as I need to warn rather than complain. Every locomotive I have purchased from here has failed in one way or the other. I paid for and ordered an item they confirmed they had in stock but they did not and when the item finally came in they sold it to someone else. They barely apologized and were reluctant to reorder for me so I requested a refund which they were not happy about. Their return policy is so vague I have yet to find them to follow it. They seem to have a lot of trains but when you really look it is all the same. Their N Scale is the most limited and deceptive. I would be worried about buying anything that has moving parts and if you are looking for customer service, that is hit or miss too. I usually buy everything from a mail order vendor in Braselton now with no issues other than the four day wait for shipping. I have purchased six locomotives from The Braselton distributor with out an issue. Compared to the five locos I have purchased from TrainMasters that completely do not work or barely do. I took one of the locomotives apart and found rust and broken electric connections. This is due to poor stock management and tampering. In conclusion they seem one way today but tomorrow and a problem, they show their true nature. I wish everyone the very best and I hope folks see TrainMaster for what they truly are. read more

I drive four hours one way to visit this shop from Odum Ga. it is my go to hobby shop for model railroading. If you can't find it here you don't want it. read more

Advertises different prices online. Owner was rude when this was pointed out. Save your money shop elsewhere.

You don't see model train stores like this any more. Personal service and amazing selection of most everything....+ real trains traveling on tracks across the street provide background atmosphere! Terrific!!! read more

This was a great store to come shop in. It's very large with tons of items to look at. The staff is very helpful and answered all of my questions. The prices are way below retail which and they have used stuff that you cant find online at all. This is going to be my go to place for trains. read more

I came into the shop earlier this week, asking about advice, since I was going to start a new layout after many, many years out of the hobby. I received absolutely no useful advice, no important information - it was as though I was a bother. I bought $350 worth of track, but never had any advice about other things I needed to purchase to start my layout. I later found that there were several places online that had the same items for less money, even when shipping was added, and since they gave me no useful information, I'm done with them. Too bad! read more

This is a great store. The staff is very knowledgeable about trains and very helpful. It's a local business owned by a great guy, Mike. He spent quite a bit of time talking to me about my layout and everything I wanted to do, and planning how to make it happen. I will come here anytime I need something to do with trains. read more

Once the greatest store in the Southeast (not just Atlanta) as it always had the newest products and very competitive pricing. Now, it has went downhill with inventory that is mostly old items and only a handful of new items. Pricing is good for local shopping but don't expect it to be as good as Internet dealers. Its website has been in development for a few years but still rarely gets updated and shows few pictures of the items for sale. A nice place to find an occasional great item but not the dealer for everything it used to be. read more