Aircraft Model Store Reviews 

Can’t fault the ease of ordering, the accuracy of the description matching the item, delivery, and the model itself is exactly what I was expecting and received. Delighted

I recently ordered the EasyJet Airbus A320Neo snap-fit model plane from this store. Unfortunately, it arrived damaged - but honestly, what really stood out was how amazingly the team handled it.

I contacted customer support and, within five minutes, I heard back from Aubrey. Aubrey was friendly, professional, and incredibly helpful right from the start. They immediately offered me the choice between a full refund or a replacement at no extra cost, no back-and-forth, no hassle.

Customer service like this is hard to come by these days, and Aubrey truly went above and beyond to make things right. It’s clear this store genuinely cares about its customers and stands behind what they sell. I’d happily shop here again and already have my eye on my next purchase. Highly recommended!

AMS has an excellent catalogue, with models being both diverse and up-to-date. Purchasing from AMS is easy and straightforward, and I keep finding myself coming back. Their loyalty programme is also subtle, not pushing you to register or login. But, if you do have an account, your points are very easily added and redeemed. My collection has grown quite a bit since I started using AMS.

What really helps me shop with confidence is the excellent customer service AMS provides. All my queries have been answered promptly and each reply is always informative and helpful. I never expect an issue, but it's good to know that if there ever was one, AMS would strive to put it right.

Service was excellent, very pleased with my order, quality was great

Ordered the The Virgin Atlantic A350 plastic model , great detail on the model looks fantastic would highly recommend the plastic models they look fantastic
Very speedy delivery too no issues at all great service

Disappointed with size but my grandson loves it

Very easy to find our rare plane model and delivered over a difficult time very speedily. Model turned up sadly slightly damaged but a new replacement was sent out immediately and it was damage free. Really impressed with the no bother attitude and speedy returns process. I will be definitely purchasing from there again.

Having read other reviews of this business, poor customer service seems to be the norm, which is a shame.

Ordered two models on 29th December. I hadn't received any dispatch notifications by 7th January so I reached out to their CS team. They advised that one item was in stock and the other wasn't but that they would have to wait for the out of stock item to be received before they could send my order.

The out of stock item isn't due in until 30th January and they've said they expect to dispatch 1-2 WEEKS after that date. So they want me to wait 6 weeks for the item that is actually in stock? I've purchased pre-order items from them before and after waiting 4 weeks, when the date finally arrives, they push it back another 4 weeks without any notification. It's only when you check the website to find out where your order is you see the date has changed. I actually ended up cancelling my last pre-order after placing the order on 17th August and it still hadn't been received by 28th OCTOBER. Checking their website now, this item is still showing back order to 30th January. If I hadn't cancelled my order in October, would I still have been waiting since August? When I cancelled the order I was able to immediately purchase the exact same item from Amazon, delivered the very next day and cheaper.

Back to this delivery, I asked their CS team to split the delivery and deliver the out of stock item when it arrives (if it ever does) and I was told that to do that I would have to pay ANOTHER £5 delivery charge for them to release my item! I've never had that from any other retailer, if you've ordered multiple items and an item is out of stock you don't get charged to send out the items you do have in stock. This order is due to be dispatched via Royal Mail 48hr, I work for a parcel carrier and I know that this is a very cheap service, and would likely cost no more than £3 to them, possibly less. So they are making at least £2 profit on the original delivery charge and they want me to pay again to get the product they do have in stock? It's appalling, they are holding one of my items hostage (that I have paid in full for) because they want more profit from me.

In my opinion AMS need to stop selling products that they don't actually have, taking people's money to bolster their cash flow, whilst the consumer shoulders the impact.

After receiving an easy jet model with a missing part for Christmas present and then being told I couldn’t have a refund or replacement until I posted a review on here well the replacement arrived today. All the parts are now in tact but the parts that were originally missing do not fit, as usual you cannot speak to anyone regarding this as talking to someone at this company isn’t possible. You do seem to get a response if you put a review on here so hopefully this will be sorted in the way of a refund or a model that can be assembled.

Had an immediate response today and explanation and a refund will be issued so changed the rating on this review to reflect the response and good customer service in turning a poor experience into a good one

Wish I had checked out the reviews. Plane arrived for Christmas with parts missing unfortunately we have had this more than 14 days with it being a present. Got an email reply saying they can do nothing but offer some AMS points (whatever they are) it’s also impossible to speak to anyone at this company you just get a message saying lines closed. My advice for anyone purchasing off this company use a credit card rather than a debit card at least you are covered and can do a charge back if you have faulty goods as this company do not want to help in anyway.

Arrived within a few days. Well packed in strong box. No damage and goods as described on website.

The site is great and the ordering process is easy. With a quick turnaround from ordering to delivery, I’ll be looking to order more.

AMS è un sito super affidabile da cui mi sono servito varie volte, prodotti ottimi, spedizioni veloci e ben protette, sono sempre rimasto molto contento, non poso che consigliarlo a tutti.

Arrived a month early in time for Christmas, a very happy grandson, no problems at all, would definitely recommend this company, great choice, well packed, no complaints

Very pleased with the range of aircraft available which keeps expanding.
Quality of the planes available is good to superb.
The order process works well and it is good to have tracking info links.

Thank you.

Customer service from here is absolutely appalling. I bought a model for my son paid 50 euro and 16 euro shipping. I knew there would be import fees but the amount isn't sorted until after purchase. It was 36 euro (I do understand this is not the companies fault) I emailed AMS told them I wasnt willing to pay 36 euro. Their advice was to refuse it at the door and they would refund it. That was over 4 weeks ago. I keep getting told once its returned to the warehouse it would be refunded, on the 14th I received an email to say rest assured they would chase it with ups and that was the last contact via email, they never responded to any follow up email. I had to contact via social media messenger to find out it was never chased with the courier company and they would do it now. They said its still in the warehouse and id have to wait until its returned and again
They haven't replied to any of my follow up messages showing that UPS have the item still in ireland and they haven't made any effort to get it returned. I would have happily done it myself but they told me to refuse it at the door

Place an order 11/11/25 for my son’s Christmas present. This has still not been dispatched. All planes were in stock when ordered and still are. They don’t answer to email and phone number doesn’t work. I will now have to raise a dispute with the bank and try and explain to my son why Father Christmas didn’t manage to get his planes he asked for as it it too late to source from anywhere else.

I was billed by Aircraft Model Store so I posted my review here. I ordered from another Hobby Store Group retailer, Railway Model Store (RMS).

I paid in advance for a pre-order in 2024, knowing that these can take some time. The store confirmed that the items were reserved for me. My pre-order was never sent to me and the items are now no longer available.

I contacted the Store in November 2025 and was offered credit in lieu of my unfulfilled order.

I placed another order at extra cost on 12th November 2025. I was given confirmation that the items were in stock before I paid for them. I still haven't received this order.

The Store blamed their courier, DPD. The parcel tracking information has never been updated, and still states that the courier has not received the parcel.

They made two attempts to divert their "delivery problem" onto me. I had to remind them that delivery is their legal responsibility, not mine.

They then claimed that my parcel had been returned to them by the courier, in error. The tracking information contradicts this story, it still states that the courier has not received my parcel.

Next, the Store created a new delivery number with DPD (again). The tracking information for this number has (again) never been updated. It still states that the courier has not received my parcel.

This continued for over 30 days. The Store blamed their courier, tried to pass the buck and tried to fob me off. They have sent me wordy emails and excuses, but no goods.

I requested a refund on 15th December 2025. Since then, the store has gone silent. I have had no reply or refund.

AMS/Hobby Store Group have kept my money. They have not delivered my goods. Now they are ignoring my emails.

I'll have my money back please. I will update this review with any progress or lack of it.

**Update 22/12/2025.

Thank you for your reply. Do you have a name?
You have already had one week to review my case, since I emailed you on 15th December 2025. You have only chosen to respond now that I have posted this review.

Please refund me in full, as you are required to do so by the Consumer Rights Act 2015. As I have informed you already by email more than once, I will not accept a later delivery.

*UPDATE*

Abysmal!!! Avoid!!!

Returned two tiny disappointing planes that were worth more like a fiver than almost £50 each!

Contacted AMS and returned the items tracked the very same day. Since then they've ignored all emails regarding a refund. I've had to go through PayPal disputes which could take 90 days.

Awful customer service and a rip off for what you get!

*Off the back of this review perhaps I've had an email (Monday 22nd of December) claiming the returned goods were damaged. I tracked the goods and they arrived back Monday 8th of December. Now 2 weeks later one of the planes is damaged? Do me a favour!!

They've been in your care 2 weeks, refund me NOW!!!!!!!

*Refund received

It stated on the web page free gift if your purchase was over £100, did I receive my free gift NO, I then placed another order website again saying free gift over £100 did I receive my free gift NO, I feel iv been cheated from both my free gifts I emailed several times and guess what NO REPLY, so for this reason you get 2 starts