Frontline Hobbies Online store

Don deal with these clowns they sold me a kit with damaged decals and they refuse to replace and they have the same kit in stock They don’t respond to emails and keep silent . Be very cautious dealing with frontline hobbies and shop elsewhere .They aren’t customer focused and I’ve reported them to the ACCC as consumers we have rights which this company doesn’t follow .

Exceptional service!! I could not be happier with my purchases. Frontline were so easy to deal with, quick to respond to messages and made sure I got exactly what I was after. Thoroughly recommend and will no doubt be purchasing from here again!

Awful dodgy customer service & dirty, damaged items – Wow, I really wish I had read the reviews here before purchasing. I made a fairly large purchase from Frontline Hobbies on April 29, with most of the items on sale, it *seemed* like a good idea....most of these items were gifts, that would never be gifted, due to the disgusting condition they arrived in. The first enquiry I sent was on May 12,… Read more

expressing my disappointment that not only did one of the items appear to have coffee (or something similarly brown) very clearly spilled all over it, almost all of the items were scratched, dusty, dirty, damaged & otherwise marked. This was clearly VERY old stock, possibly used. One of the items even had a price tag that was $2 less than the "sale" price.

I recieved a reply 3 days later stating they were "sorry" & requesting photos & said they'd take the photos to their supervisor & "see what we can do regarding the quality of these items."

I replied within a couple of hours with lots of photos & explained I'll probably just send the whole order back from a refund, though I was open to maybe keeping a couple of the items if the post amount was refunded as a courtesy, considering it was for a large package & the inconvenience of having to return dirty items.

3 days later, May 18. No response. I emailed to enquire about progress.

May 19, no response. I emailed again.

May 20, I called. I spoke with someone who said they'd follow it up & have it sorted for me by the end of the day. Recieved an email later saying they'd send a return label.

I replied & asked again - as I'd asked previously by email & on the phone if perhaps I could retain just one item, at the cost of the item only - while still being refunded for the other item & post. They replied & said no, they would still charge me the full shipping cost for a large package - to keep one small item.

I also asked if the shipping label could be scanned via email at the post office as I do not have a printer at home & when would the refund be processed as the next Afterpay payment was due 1 week from that day & having to repurchase the gifting items elsewhere had already stretched my small budget immensely. They said they could not provide a shipping label that could be scanned & the ONLY option was for me to print it & suggested I download it to a thumb drive & take it to Officeworks & PAY(?!) to print it . They reassured me it would just be a small cost to do so. I'm not an idiot, but I am disabled & live in a very rural location, so I can't just go to a shop or Officeworks to do so. I had already explained that it is a huge inconvenience for me to arrange the return as it's difficult for me to even get out of the house more than once a fortnight or so & even then, that is usually for medical or essential reasons only & an extremely difficult & exhausting undertaking to do so. To then have to pay to print their return label was absurd. They did not respond regarding the refund date & I did have to make that Afterpay payment in order to avoid fees, which cut a huge amount out of my barely-surviving-already food budget for that week.

They did not respond until the next day & considering all of this, said:

'Unfortunately the return slip must be printed and attached to a box, as Auspost will need to scan this and have those details present on the box to ensure that the parcel is transferred through their facilities correctly.

This is the only manner in which we can provide a paid slip so that you are not charged for the return."

No resolution.

Instead, I had to figure it out. Appalling, considering the disgraceful condition of the items they had sent me.

I suggested they print the label & express post it to me. A small gesture, for the inconvenience - and the fact they couldn't think of this themselves. I ended up calling to try to get this organised & to reiterate my situation & the crappy position they had put me in. No resolve, but a *promise* to have it sorted soon.

They later emailed & said: "I have sent out the return label in the mail this afternoon. Unfortunately, I was not granted the access to send it via Express Post, only standard.

I apologise if this causes any inconveniences, but you should see the return label in the next few business days."

It wasn't going to be the next few business days, because of my rural location. I had told them this. I also received an email that presented like an order for the post label. It cost $14.95.

I replied, expressing my disappointment, yet again & explaining that - It could have easily been sent in a small prepaid envelope that includes tracking for $4.75 + added priority label for 70c or in a prepaid express post envelope at a cost of $8.55.

I also stated the following:

"I'm explaining this because all I have asked so far, in terms of consideration for this situation, is: - possibly keeping the (one item) set at the cost of the set only, on the condition of still being refunded the original post cost in full & - express post of the return label, due to Frontline Hobbies not being able to provide a label that could be printed at the post office

These are pretty minor requests, considering I recieved dirty, old, marked & poor quality items loosely package in box with no filler or protection inside. Additionally, my first email response was ignored for a week until I called to follow up.

As I explained on the phone previously, I am eager to return the items and have the refund processed as I live on a tiny budget that has been overstretched by having to reorder items from other sources due to having to replace the items I purchased from Frontline Hobbies. I also explained that I cannot leave the house often due to my disabilities & yesterday I explained to Sean that my next trip out of the house would be Tuesday morning and I would like to send the items then. Now that process is further delayed, the return will be delayed and the refund delayed. I also explained that the next Afterpay payment due to be paid for this order is next Monday and now that I have to pay that payment, this further stretches my budget to the point that I may not have enough food this fortnight.

These actions would be considered breaches of the Disability Discrimination Act 1992 & reportable to the Australian Human Rights Commission & the Victoria Disability Services Commissioner under the following sections:

- Section 5: Direct disability discrimination - Section 6: Indirect disability discrimination - Section 11: Unjustifiable hardship - Section 24: Goods, services and facilities - Section 122: Liability of persons involved in unlawful acts

Additionally, under Australian Consumer Law, these actions would be considered breaches of the Competition and Consumer Act 2010 under the following sections

- Section 18: Misleading or deceptive conduct - Section 21: Unconscionable conduct - Section 29: False or misleading representations about goods or services (Offences outlined in - Section 151: False or misleading representations about goods or services) - Section 33: Misleading conduct as to the nature etc. of goods (Offences outlined in - Section 155: Misleading conduct as to the nature etc. of goods) - Section 47: Multiple pricing - Section 54: Guarantee as to Acceptable Quality - Section 62: Guarantee as to reasonable time for supply

I am entitled to a full refund under consumer guarantees outlined in the Competition and Consumer Act 2010 under the following sections:

259 Action against suppliers of goods - Section 260: Major Failure to Meet the Guarantee - Section 261: How suppliers may remedy a failure to comply with a guarantee

I am entitled to request compensation under consumer guarantees outlined in the Competition and Consumer Act 2010 under the following sections:

- Section 137D: Compensation orders etc. arising out of unconscionable conduct or unfair contract term - Section 236: Actions for damages - Section 238: Compensation orders etc. arising out of other proceedings

This entire process has been handled awfully & unlawfully by Frontline Hobbies & left me financially vulnerable, exhausted, distressed, disappointed & regretful. The time & energy that I have had to & may yet likely have to continue to invest in resolving this situation have caused undue stress & anxiety & taken away from the already previous little time & energy I have on a day-to-day basis for minimal self care & daily survival as a disabled person.

Frontline Hobbies should consider their actions, honestly advertising items, the maintenance and quality control checking of items, the responses to the requests made and the lack of response to the situation.

When I do eventually receive the post label & return the items, I expect the refund will be immediately processed on arrival back to you. Please do not cause any more delays to this process, or fail to do so and require me to to waste more time and energy in following up."

That email took a LOT of time & energy to prepare & send but I'm just SO sick of being taken advantage of, dismissed & spoken down to buy awful retailers who are literally breaking the LAW.

I recieved a response fairly quickly the next day from the purchasing manager/web manager, who apologised for the conduct of the previous employees & promised a refund to be processed immediately once I scanned it at the post office & that if I did want to keep anything, I could do so at the cost of the item without the shipping cost.

I was grateful, though unwell, so took a few days to reply & I requested that I keep one item at 50% of the price, as a small compensation for the inconvenience caused. They agreed & I posted the return the next day. The refund was processed May 28.

It took 16 days, 10 emails & 2 phone calls. On top of hours of research just to communicate my rights as a consumer.

Go shop anywhere else, don't support dodgy retailers.

"Superb/Faultless Customer Support – This is my 2nd review here of FRONTLINE HOBBIES .... and which is equally as "POSITIVE" has my first contribution. I've compiled this 2nd review .... simply because I want to share how this company, and its staff, have gone out of their way to support me recently in regard to a kit I purchased from them per international (not Australian domestic)… Read more

mail order and which, when received, was discovered to have damaged parts.

During early December of 2023 I purchased a TAMIYA 1:35 scale tank kit.

This order was dispatched to New Zealand by FRONTLINE HOBBIES .... supported by their usual and very thorough track & trace data.

Upon receiving this kit, in NZ, it was discovered that one of its tracks were broken and which basically rendered the kit unbuildable (it's not practical to repair this sort of damage with a lasting bond given the tension needing being applied to these sorts of parts .... such would remain a weak point and eventually only fail again). It's important to note .... (1) there's no way FRONTLINE could have determined this problem existed prior to selling/dispatching this kit .... (2) it is unlikely that damage was sustained per postal handling en route to NZ (everything was superbly packaged) .... and (3) all evidence suggests "it was the manner in which this kit was packaged in Japan (folded parts) which resulted in the damage sustained and long before it ever got to the Australian distributors).

Upon discovering this problem I immediately contacted FRONTLINE to enquire as to my options concerning a part or product replacement.

Within 24 hours of doing so I was contacted by "[Name Removed]" (at FRONTLINE) who offered me either a credit .... or if I desired his willingness to pursue this matter with their Australian distributor. I chose the latter option .... because I wanted the kit (and which is why I bought it in the first instance) and it seemed, to me, to be the most efficient option in favour of the mutual solution needed.

"[Name Removed]" immediately got onto the Australian distributor .... and within a matter of days a replacement part was dispatched to NZ for me .... and which was similarly confirmed by FRONTLINE's "[Name Removed]" also. That preplacement part was received this week .... and now the kit is complete (buildable) and I (the customer) are "VERY SATISFIED" ;)

So far as I'm concerned this was both great, and exemplary service on the part of FRONTLINE HOBBIES. These guys went out of their way to assist me/resolve my problem .... and did so in a "most exemplary manner" .... and more-so considering this was also an international transaction too.

I'd therefore like to extend my sincere thanks and appreciation to both "Sam" and "Tiffany" for their faultless customer support and which has assured FRONTLINE HOBBIES of my ongoing patronage in the future.

I've been an international customer of FRONTLINE hobbies for the past few years .... making a number of purchases from them each year. During this time all of my purchases and queries have been very professionally, courteously, and efficiently attended to by "[Name Removed], [Name Removed], [Name Removed]" and "Tiffany" .... the quality of who's service and attention is "a credit to the company they represent/FRONTLINE HOBBIES

Some people (customers) cannot be pleased and others are not a pleasure to try and please .... that (unfortunately) is all just part of the reality of commercial retail and public interaction, BUT, in the case of my repeated custom FRONTLINE (it staff) are doing a fantastic job .... and I encourage them to keep up their great service.

"THANK YOU" guys/FRONTLINE HOBBIES (Australia)

Mark C AKL/NZ

Exceptional customer experience – I've done a few online purchases with frontline hobbies over the past few months and everytime its been excellent service their price's are on par with majority of other hobby stores, they have extensive product range covering the majority of categories you'd need, they reply to online enquiries within a timely manner, and they usually dispatch… Read more

within a day of receiving the order, plus they are a Australian business family run we really need to support the local businesses in Australia otherwise they won't be around for much longer, i have high praise for frontline hobbies their staff and extensive knowledge and they definitely be receiving my ongoing support when I need more products, all in all I'd highly recommended frontline hobbies no questions asked yes there maybe cheaper online stores but usually they are shipped from overseas warehouse and brands that I've never heard of I'd much prefer to pay a little extra support a local business and get the quality i expect.

FANTASTIC – We stumbled across this amazing store a few years ago when I was model building and began our journey online with them. Then on a trip to Newcastle and were blown away by the awesome range and AMAZING staff! I am not in Newie as much as I would like to be so have moved back to online ordering and I must say that no matter the interaction with the… Read more

crew at Frontline they always go well beyond my expectations, products arrive on time and undamaged and the communication is spot on EVERY time! If i could rate Frontline Hobbies 10/10 I would, I can not recommend a better all round Hobby shop any where in NSW that punches even close to frontline Hobbies!!

Impressed !! – What can I say! This kind of service is getting rare these days... I purchased a futaba radio through Mydeal ( itself a great experience) but the icing on the cake was when I realised I had ordered the wrong mode for this radio. I contacted Frontline Hobbies and told them of my mistake ( expecting that they probably couldn't fix this as it was… Read more

done through a different site) ... Nope! They replied shortly and fixed MY mistake to send the correct futaba . Arrived even earlier that the estimated delivery date. Guys you are top

Perfect, just what the kids wanted – My son loved his slot car set for Xmas. His brother wants to use it with him. The post was fast and communication great. Would not hesitate to deal with again. Thanks very much.... now to find more room!

WEB site does not work as it should – Have being trying to order online (Google or FireFox ) for some days with no success even though in stock. Tried online Texting and some one would get back ..... still waiting a couple of days later. Tried ringing to 30/12 no one answered, it rang out. Must be busy. Tried again still no answer. One shortcoming of teh site is that you can not… Read more

search by product name within the site. You have to use Google search Engine or FireFox Pro to find the item.

Happy to attach proof of purchase if we ever get to point of being able to purchase, but alas not this time ..... yet again. They must be busy

Poor warranty and customer service – No warranty on battery or charger included with axial scx24 chev. They are quick to blame you for any issue. Very slow to respond. Just avoid the store all together. See FB for full correspondence.

Very disappointed – I ordered several items via the internet and was hopeful that my items would arrive in a reasonable time, unfortunately I was forced to cancel my order as 18 days after the order (and a couple of emails to them ) they had not sent my items. Customer service is non existent and postage charge is not reasonable.

Really bad service – The service was so bad, I cancelled my order and went to another shop..........where I paid more. it is as though Frontline is still living in the 1980s.

Cone of silence – Placed a sizeable order with these slugs that took them 10 days to pack and then post. No apology or reason why. Then the items went missing via ozpost. Contacted via website to raise a dispute...nothing. Further contact has yielded still no response. Trying to get a refund now as over a month for a delivery from Newcastle to Sydney is ridiculous.

Wrong car. Waste of $23 – Ordered lamborghini from jay leno and recieved the mercedes, which i have walked past on pegs for $8. No communication or reciept of any kind.cant sign in to any account to make contact. I will be visiting the store next tim i am in victoria for my refund.

Forgot to post – I purchased an item on the 15th of December and was told I would get an email with the dispatch details but nothing came through. I sent them an email asking if it had been sent and about an hour later a notification came through saying it was sent. When I checked the tracking details, it says that it was received by Australia Post to send shortly after I sent the email. Not happy

Terrible Customer Service – I placed my order in April 2022. Didn't hear anything for a while, actually forgot about the order (it was only something small), ended up sending an email enquiring about it some time later. Nothing. Sent another email. Nothing. I actually wrote it off, and assumed I wouldn't get my order. Today I received an email saying they've dispatched it.… Read more

That took 7 months to ship my order, with zero communication from them. I'll never buy from them again.

Terrible Online Shopping Experience – Extremely poor service and customer support. After an inordinate period of inaction fulfilling my order, I rang the store only to be fobbed-off with, "we will ring you back". Well no order, no call back...nothing!!! I have been forced into turning to Fair Trading NSW in an attempt to get some resolution and at least recover my payment.

Dreadful service, won't ship your orders or reply to your inquiries – Absolutely dreadful store. Out of 3 prepaid orders, they failed to ship 2 of them. When I contacted them to find out where my orders were, it took another 5 days to find out they either didn't have stock in the first place or just couldn't be bothered to ship my order out. Other times they just ignore your inquiries. They made no apology for… Read more

wasting my time either. They clearly don't care about customers and treat you as an inconvenience. There are plenty of other good hobby stores all around AUS, don't waste your time and money on this one.

Poor after sales service – I purchased a Scalextric slot car set in December 2021 which arrived a week later. A controller was faulty and when I contacted the store for advice I was told to contact Scalextric UK, no other support was offered. I have since contacted both Scalextric and the Australian distributor who are rectifying the issue.

Awful customer service – Contacted multiple times to follow up my order. No response until I asked to cancel my order. Very slow to post, still waiting. Not impressed.

Better Late Than Never – Further to my review of 3 weeks ago (August 2021). I received an e-mail message from Frontline Hobbies offering to replace damaged goods & send the missing paint bottle. This is a positive. It is a pity it took a bad review to get a response. Better late than never.

Excellent customer service – They didn’t have what I ordered in stock but substituted it with something a little nicer. And they have the best selection of paints and tools around.

Dreadful, nonexistent communications – i purchased some train track via their online store and after 3 days of hearing no comms from these guys I checked the status of my order via their site. It had not even been looked at. So rather than wait any longer I sent them an email saying that I'd cancel my order and buy from a more responsive seller. No response. I sent multiple emails… Read more

and contacted them via their Facebook page - not a single reply from anyone.

So as its stands, my order is cancelled and they refuse to either respond to my request for a refund.

I have had to put in a Paypal dispute to which they also have not responded.

Really poor customer service to say the least as some others have experienced elsewhere on this page.

Pre-order Troubles - Customer service fixed it – Had an issue with pre-order of MTG Commander deck with Frontline Hobbies. Initially had a bit of trouble but after manager "Luke" got back to us he fixed our order and gave us a sufficient fair option to correct a previous mistake they made. Thank you Luke for fixing up our order. Great customer service!

On Time – Ordered two puzzle clocks (one I thought might have been placed on back order as stock stated only one was available). Both puzzle clocks arrived in the same package in perfect condition on time. Happy Shopper.