"I contacted them about a damaged item I received from them. Even though I complimented them first on the service I've been receiving over the years (I've been buying from them for many years), their response to this matter was blatantly rude. They argued that if the item was still usable it is not their problem. It was an expensive item and the level of damage was not acceptable to me. I was told I could return the item but would have to pay the cost thereof. In my experience, their attitude towards their customers when support is needed is frankly disgusting and I relayed my opinion to them. The same day they blocked my account but that is fine because I will never do business with this company again. It's all good when there is no problem, but the moment you need support they turn on you, even after more than 15 years of supporting them. "

"Unlike eBay or Amazon, it's a little hard to tell exactly what your experience has been in dealing with a separate entity/webstore has been like. Thus I've never been able to properly express my experiences with Spruebrothers.com despite having made several purchases from them over the years. My most recent transaction was to source some underwing ordnance for my son's Academy A-10 & thankfully Spruebrothers was right there to save the day with the entire product line of Hasegawa's 1/72 underwing ordnance sets. What's more is that they offered them at dirt cheap prices. I'll never argue with a good deal! What's more is that this is a common encounter with Spruebrothers.com. They keep a lot of stock on hand & if they don't have something they're generally quick to remedy it if you just ask. All in all they are one of the absolute best American based online hobby shops."

"Best place to buy armor and plane models. My first choice. Good pricing and fast shipping "

"I asked if they shipped FedEx because I have nothing but trouble out of the other two. Their response:

"Are you referring to FedEx Express or FedEx Ground/Home Delivery?
In case you did not know, even though they share the same first 5 letters, they are not the same company."

Me: "ground" (as any reasonable person would assume)

Them: "We do not offer FedEx Ground. We stopped a few years ago when they proved to us that they don't deliver anywhere close to the reliability we have been seeing with UPS and USPS."

Instead of just saying no they went out of their way to be rude and confrontational. I'm sticking with scale hobbyist."

"I was called Julio instead of David.
I was informed about the stock item error by "Hi Julio" and then we regret to inform you the item purchased isn't available. I understand that mistakes happen but calling someone by the wrong name while apologizing is quite an insult."

"This company seems to make all efforts to satisfy and service their clients. At one time I faithfully utilized another internet source for my plastic models. Overtime that company seemed to have vanished in both its advertised inventory and customer service. I am totally delighted in the all-round fine service offered by Sprue Brothers. I recommend this company highly."

"I purchased a photo etched set for a 1/32 scale Phantom II model kit from the big 'T' brand. Once the order arrived, I did placed the set inside the model kit's box so I wouldn't misplace it. One month later I decided to start working on the Phantom II. Upon opening the photo etch set, I I noticed that there was a fret missing. Being little over a month since placing my order, I had little hope they would care to help. After explaining what happened over an email, lo and behold their reply was that the missing fret was going to be shipped the same day. No further questions asked. Being a multi fret photo etch set, I should have checked it the moment it arrived so if Sprue Brother decided not to replace it, admittedly it would had been my fault, not theirs."

"I am highly disappointed with ordering from Sprue Brothers and never will do so again. I ordered a resin model part and the item arrived in damaged condition. I sent a picture of the product and they told me it looked like the part was still useable. They told me that I would have to pay for return shipping for the product if I wanted another.

I WOULD AVOID EVER BUYING FROM THIS RETAILER. They have questionable business practices and are very unfriendly to the customer."

"This hobby e-store is one of the best, if not THE best. Great prices, great selection, fast shipping, and OUTSTANDING customer service. I don't work for them, I'm just a happy repeat customer! If you build plastic scale models, you owe it to yourself to visit their store!"