My order of 5 "in-stock" kits from mid-January shipped yesterday. Should have them in 10 days or less based on past shipping times.

Placed several orders with un-Lucky Model last August and October for Meng ZSU 23-4 Trump ZSU 57-2, MTLB, Mig-27, Tamiya M-10, AFV M60A3. Nothing wierd or out of the ordinary being ordered! All listed as in stock when order was placed. Several days later checked order status to see the ordered items fully reserved awaiting other item. What item, you show everything fully reserved. Then some of the ordered items go to incoming fully reserved and other items to pending. I identified my orders as Christmas presents. Finally, in February part shipment arrives. Still awaiting the balance of the order. Sent several e-mail asking for a current status of the order. Get vague reply with no answers to direct questions. Finally after many e-mails I get back a response that we have bad news, don't know when items will be available. What is going on everyone else has stock on these items albeit at higher prices. I think you can no longer count on these folks to deliver. Nor can you count on them to get an honest answer. Shop elsewhere. Be warned and very careful doing business with these folks. I can understand having business issues, but come clean and let's be honest with the customers.

I was told that my order should update March 3rd so as of yesterday of the 5 kits awaiting arrival from PRC only one showed up and changed status. The others all show pending even though they show in stock PRC. My order was placed on Jan 23rd.

I used to be a huge fan of Lucky Models, but lately stock has been very low, no new Trumpeter kits, and the PRC 2 week delay for shipping is not for me. I have found more of my shopping is going to HobbyEasy, they have stock, ship relatively quickly, and well priced. It seems to me that Lucky is going downhill, and until I see some improvement, I will keep my money from them.

I got an email from Ray Chung, owner of LM, saying that my pending orders (Trumpeter and HB) are on their way from PRC to arrive sometime next week. I checked their website and now the pending orders show up as "incoming". Let's see what happens next week... B/c I chose the $2 ground shipping special, I don't know if I'll get my kits before June...

Yes, I agree with Kevin - LM used to be really good and somehow, the stock issues have been really bad lately. Why this downward spiral?

Even when they post a restock, and you check only to see that they don't have it in stock and its back ordered.....so how can that be a restock?? I've also noticed they only restock a very limited range of a particular manufactures products. Before they seemed to have a larger array of available items.

yes. it is pretty strange. My first order was placed Jan 25 just before Chinese New Year holidays. Among the items was Meng D9R Dozer and a Tamiya Decal Scissor. Right now, both are still "pending" even though Meng items were restocked Feb 20 and Tamiya tools were restocked on March 2. I guess the manufacturers did not have these items in stock at the time?

I made a third order March 3 to take advantage of their 15% off discount on some Legend Production stowage sets that I wanted for a long time. These were out of stock at LM when I placed the order. Now the status is "March 15 incoming". So by the way things look, of my 3 orders to LM, the last order placed will likely ship out first.

Dear All,

First of all, sorry for the trouble caused during the period. We are not going down the hill. In fact, we have expanded our warehouse in china to cope with ever increasing workload on on-line retail and export operation. Since the rental in HK is already crazy, we have to expand our storage space in order to cope with the ever increasing container load operation. So, we may have some difficulties during the changes.

I am just in the travelling in China warehouse to resolve the problem that raised from the past 4 months. Since the warehouse does not have the location system that we have in HK. Therefore, many stock qty cannot be accurately found during the picking process. I am in the process to workaround the condition. I may turn off the PRC offering shortly in order to perform a full stock take process.

The major problem came from the new features which we introduce last Dec. Besides, we have making all full restock on Trumpeter supply to resume full restocking routing.

Some of you may know we have our own retail shop since last Sept, thus, many of our effort has been used to manage the newly setup operation. It is not easy and now posses some difficulties. But now those operation are on track now and I will resume our effort to fix the stock information as well as resume speedy update and delivery.

We will soon roll out the new auto-order-notification services and I would like take this chance to ask your opinion if our thinking is fitting to you or not.

Since we don't keep any credit data from any customer, we can only accept payment via PayPal like payment processing flow. Therefore, when you authorize the transaction, the system will charge the card instantly, currently, we will execute the order release procedure within 15 mins to the packing floor if we have all the item in stock. If not, it will wait inside the pending queue and send the order request to procurement queue and waiting our supplier to fill the order. The order can only be released to packing floor until all items arrive into the warehouse. During that stage, the in stock item will be in RESERVED mode. Once other item arrived, the order will turn to PACKING mode and normally within 1-2 working days, it will show SHIPPED.

The trouble now we faced is if the order has a long range of the items from different vendors, the RESERVED item will be kept until all the other items arrived. However, we have a limited warehouse cap. in HK, so, our system will execute the shorter pending process to kick out as much as possible pending process by reallocate the RESERVED stock to other ready to go order in order to have a smallest pending order. That is the reason for RESERVED->PENDING and then RESERVED condition. At the same time, the short allocated item will be back to procurement again. This process aim to preserve the space in HK center while we keep backorder the other item until it appear with the aim provide backorder services and maintain the warehouse cap. Although it will piss off some customers why the reserved item back to pending. But in the past, we take the choice to provide the max. backorder services over this stock conflict condition. However, we predict that if we cancel the shorter pending process, many backorder will stack up in our warehouse as some customer really want to wait until we have the item. We keep updating all the supply source, but for many brand item which we are not distributor, we have no clue about the restocking estimate.


So, in the next backorder process revision, we have a new idea and I would like to ask your if you accept this kinds of arrangement:

1. When an order is received and cannot be released to packing floor (PACKING status) within 72 hrs after receiving your payment;
- you will receive an notification email (or you can check from order page) indicate any latest update (e.g. ETA date to HK if vendors confirmed delivery or just "PENDING" for no vendors replied status)
- you will have the choice to indicate the FOLLOW UP ACTION (cancel, wait).
- if you select wait, you can enter a date for next check in date and NEXT AUTO FOLLOW UP ACTION:
- the system will AUTO EXECUTE THE FOLLOW UP ACTION (cancel the order, ship what in stock or wait again)
- e.g. if the order is not ready to ship after 72 hrs from your payment, you can enter "Please backorder this order until X date, if the order still cannot be shipped, please a> CANCEL the WHOLE ORDER and refund b> SHIP WHATEVER IN STOCK and CANCEL those non-ready item. c> KEEP BACKORDER UNTIL ANOTHER DATE... XX.

2. What we need to implement a policy is HOW long we help to hold the order in warehouse. Since some of you know the rental cost in HK is climbing rapidly, we have to determine the MAX waiting time before partially release the order. I would like to have your comment on this.

3. Many of you know if we ship partially, LM will bear the additional shipping cost (many times we lose money on the whole order), therefore, unless necessary, we would not split your order until you ask. But in the past, we bear the additional shipping cost. However, if you decide to ship partially (with the decision from you), are you willing to pay additional shipping because some of the items are not available (someone may claim this is LM problem no theirs) ?

We think there is not perfect solution to every customers, but we do want to provide the balance among all factors.

At last, as request by some customers, we will introduce a "PLEASE USE HONG KONG POST SERVICES" option. Currently, we have multiple mailing companies working with us, base on the weight and size, we will route the package via different mailing companies sending via Germany, London or from HK directly. Some customers prefer route from Germany, some from UK and HONG KONG.

Since we want to offer best price for your shipment, we will take the best shipping cost for you by default. But base on the customer feedback, some are asking "Please use HK Post" option, but the HKPOST is more expensive than others in some countries. But we will offer this customer specified routing with additional loading on the postage.


If you have any opinion wants to discuss with me in private, you can email your idea to [email protected], i will take it into consideration and try to implement it in our system.

Regards
Raymond

Raymond

What about stocking more aftermarket items? There seems to be a shortage of Voyager, E.T. Models, and no Master Club tracks.

Kevin

Dear Kevin,

In the past 2 years, we have reduced our range of aftermarkets item. This is a shift in company direction as we need to focus more the plastic kit distribution (we are exclusive distributors for brand like TAKOM, RYEFIELD). We have no spare resources in keeping up the AM development. Besides, the storage for AM is difficult to manage in the past.

But we have fully implement the hand held base location system, where we can better manage the AM items more efficient. We will increase our range again in the coming months.

Regards
Raymond

Thank you Raymond for taking the time to offer your side of the business, but having worked in the computer wholesale industry in the past, one warning I can offer is that if you neglect your primary online customers in favor of a new RETAIL venture you are setting yourself for a total failure. Your company will loose it's focus and therefore loose customers you will not replace thru retail....Your retail customers due to conveniance will purchase smaller orders versus those who place larger orders online to minize shipping cost...So, with this in mind, you need to work hard at retaining your online customers, as this is where you generate volume the permits your company to have the price point that gives you the advantage over competitors...I am a first time buyer, based on other users, I placed an order with your firm February 14th and the items from Trumpeter and Echelon said 1 week backorder restock... well we are close to 21 days, 3 weeks since the Paypal funds where sent, I sent an email this week for an update with no answer received...I am getting the feeling that what some have indicated here, is unfortunately happening to me, and that this could therefore be my first and last order with LM unless things change....

Marc

Dear Marc,

We are not moving away from on-line presence. Just we setup the store to have an offline presence.

As for your email, I believe your SPAM block the reply, in the future, please use the My Request to send your message and our CS will reply on time.

As for the backorder, the trumpeter item is not in the arrival list, so, can you try to use my request to test the cancel command to us ?

Or I can help you.

Regrds
Raymond

So are you saying that though your website order page said 1 week restock, the item is not being restocked, shouldn't the item then be removed from the catalogue...if no restock is available?...

I gather you looked at my order... would the Trumpeter ASLAV-25 be on the restock, I would consider this as an acceptable substitution...but will the Echelon products be back in stock....

The Grizzly 01505 was a kit I was really hoping to get

So basically you are saying that even though five of my items are reserved out of 9. That if someone places an order today that has some of the items reserved currently that in order to free up warehouse space you will put my items back to pending and ship my items to the other person. Even if I placed my order well in advance of the other person. Then when my previous 4 items in pending finally show up to your HK center then they would have to wait on the items previously reserved but now in another customers hands to show. Then they could be robbed to fill another order waiting on the previous given away items. Does no one else see how if you had a large order out it could end up tied up forever.

Yes, this condition may happen when:

1. The reserved item in your order also appear in another pending order and;
2. Your order is not fully reserved to go for packing and;
3. The system evaluate the pending order reserved in the warehouse hitting the cap. limit (the total volume size of kits in the stock from the pending order vs the warehouse predefine cap.

Currently, we try to avoid this by:

1. Manually release the order by CS (sometimes by me) - partial shipment at our additional postage cost to cover the limited warehouse rental.
2. The remaining items still backorder and ship when ready
3. Customer send partial shipment request to us and we help to release it (also at our expenses of additional shipping)


With new feedback from you, we are considering to:

1. Remove the shortinmg pending order process,don't reallocate the item across orders and using the FIFO procedure;
2. But we need to ask the customer (by automated system) to decide CANCEL, SHIP IN STOCK.
- once the decision are made by customer for partial shipment, additional shipping may apply.
- backorder the order for max. number of days and automatically ship or cancel it (with refund)


At the end, we need to increase of in stock range to avoid the backorder trouble. We had tried to cancel the backorder services before to avoid this kinds of trouble, but we also being complained why we don't do this kind of services.


Some other e-tailers are using traditional payment system which they keep your credit card in their file, so, they can order the item and charge to your card whenever the item get shipped partially or in full order. However, after knowing the potential risk of keeping the credit card information, we do not want to take the risk in the security nightmare that may happen. Therefore, some operational step need to be adjusted to cope with backorder operation.

May I take this chance to ask what pending days that you can accept before we partially shipped your order (or cancel) automatically ? 30 days ? 60 days ?

Regards
Raymond

The 01505 has no receiving record since 2013, therefore, to our experience it may temp suspended by Trumpeter.

Yes, you are right, we should delist the item from the catalog. The question is how long we delist it after we don't receive supply. Our staff will manually delist some item after confirm with supplier that this item no longer exists. For some brand like Eduard, they will send us the discontinue list so we can delist them. For Tamyia, Trumpeter, Dragon..... they don't.

Echelon is obtained from our local supplier. See if they can resupply us in 1 week time.

You just try to use My Account-> My Request to send your message to avoid the SPAM. We normally process al the request within the next business day.

Regards
Raymond

Raymond,

Why does LM persist in taking a persons money for items LM knows or resonably should know they will not restock? On others sites I can place my order, they confirm they have or don't have it in stock, ask if I'm willing to wait, confirm shipping options, all before charging me. I'm sure your store front retail doesn't charge a customer as soon as they enter the store leaving the customer to hope the product is actually on the shelf.

Based on your above posts it seems to me that ordering in stock items and hoping they are actually in stock is the only option.

Good luck with the changes.

Darryl

So of the 9 items on my order 5 show full reserved and 4 show pending. The 4 that are pending 2 of still show on the site as in stock PRC. The other 2 show that they are now backordered with a several month wait. My question is if the 2 in PRC make it to HK can I then choose 2 kits of equal price and in stock to replace the two on backorder to get my order shipped.

Raymond

Thank you for the explanation. It confirmed some of what I suspected already. As someone with HK roots, I fully understand the insane price of HK real estate.

I think after 60 days, LM should approach the purchaser and give them options: Partial shipment, Cancel whole or part of the order, or substitution of a particular item. What happened to me back in Dec 2015, I was not given any options from what I recalled. my reserved items were just taken away to fill other people's orders.

Ray,
I actually like Darryl's idea and change the option you provided. This is exactly what Hobby Easy does. They confirm your orders to make sure they're in stock or not before shipping them out. They don't charge your credit card until the orders are shipped out. For out of stock items, you sometimes cannot even back-order at Hobby Easy, which I like better than not knowing what's going on.
If I were to back-order things, I'd like to be informed of more accurate time of restocking and have the option to cancel if it would take too long - instead of being in the limbo whole time and seeing some items going from in-stock to pending and back and forth. I want to stay as your loyal customer but other vendors are looking better.

Something to think about.

James

Hi Raymond, I've just sent an e-mail. I'd do what HLJ is doing: private warehouse.

Another suggestion that comes to my mind now is: You should make clear that customer should use My Account-> My Request on the webpage for order communications. E-mails take very long time to have a reply but request sent there mostly have a reply in 24 hours(in my experience), I suggest everybody to use Request through Luckymodel webpage (and I'd take the e-mail address off the website, if you can not reply in short time, it's better not to have one listed)

Raymond

That is unfortunate, as due to shipping costs I like to order my aftermarket parts as part of my order for kits. Due to this, I have refrained from placing orders with LM in the past due to the AM parts not available, and have henced placed my order with HobbyEasy, as they have the kit and AM parts I was looking for in stock.

Thank you for all the explanations, but until I actually see a change reflected in peoples comments and stock on the website, my money will continue to go where the stock is, including AM parts.

Kevin

So to add insult to injury, I request a change in my order to satisfy their system, Trumpeter ASLAV-25 kit at $21.99 for the unvailable Trumpeter Grizzly at $21.99 and their customer service says that will be $4.00 more please....
I have seen both boxes and they are the same size....WTF....and on top of that they indicate they can't get the decals now....so I want my paypal refund and cancel the order...my business is going elswhere.....and trust me when I say if they don't refund me thru Paypal, Paypal will get an ear full until LuckyModel looses their paypal account for fraudulant business practices....

Quick progress update from me.

Still waiting for my order from TWO months ago to ship. When I ordered, ALL items were supposedly in stock or in stock PRC with two weeks wait. Now been 8 weeks and no end in sight ...

To his credit, Raymond got in touch and said he would take care of my order personally and make sure it left the warehouse on Friday.

It hasn't left. So am still waiting.

Will read above more posts from Raymond more carefully and post later, but that whole system where 'I order and pay for something which it says is IN STOCK, but only some of it actually is, so LM reserve some items for me while waiting for the new stock, but then give my reserved items I already paid for to someone else' is an absolutely terrible idea and explains some of my prior experiences with LM.

Here's some feedback for LM - don't say something is in stock unless it actually is.

Hi Raymond,

I'd appreciate an explanation of the latest and new to me example of 'oddness' with my current order.

Per the picture below, I ordered THREE units of Mr Dissolved Putty - which were in stock PRC 2 week wait etc etc. .

Now the order status says LM have "partially reserved" for me only TWO units.



I assumed you must only have TWO units to fill my order of THREE that I have paid for.

But ...

the LM website says there is currently TWO units of Mr Dissolved Putty in stock - per picture below. Doesn't even say PRC etc.



So if you have two units in stock, how about you give one of them to me since I paid for it already?

You explained above how LM takes reserved items off customers to fill other orders that can be immediately completed, but in this case the spare units are just being offered for sale to a new customer. Really hope this is a mistake and not another LM process.

Would appreciate your thoughts - thanks (and have also sent a note through the My Request system).