To be fair, the packaging of such an item left a lot to be desired, a bit of bubble wrap is not sufficient to keep a heavy item like that moving around in that box. I dare to say that if the packaging was up to scratch, it wouldn't have arrived in that state whether it had been dropped or not. I hope you get it sorted out.

As others have pointed out, the packaging was totally unsuited for such a heavy and dense item.

Roundhouse used inadequate packaging for such a weighted item. Regardless how little care the parcel received in transit, if it were securely packed it would have survived. You can even buy packing bags that you place around the item and once triggered they fill with expanding foam that moulds the bag around the parts and fill the void between the box and parts. PC builders have been using them for ages to ensure the graphics cards are protected in transit. At least they have given you an option, but you would have been well within your rights to refuse the item, have them send out a new replacement (this time adequately packed) and arranged the collection of the damaged one.

Here in America the delivery guys will actually kick the packages over the gates. Always ask for "Kicking Insurance."

Roundhouse are responsible for the inner packaging. Who is to blame for the outer box that clearly shows that the box was not even filled to the top off the box. I hope you do get this repaired and I look forward to the video when you steam it up. Martin (Thailand)

The problem is the packaging. It was terribly packed for that sort of weight.

Looks like the lamp iron on the smokebox is slightly bent out of shape too. i tried fitting lamp irons to my katie loco using silicone glue but the top of the smokebox is usally the first place anybodys thumb goes when handling the loco, after it was accidentally broken off for the 4th time i gave up on it.

Not sure how I got here, but this is 100% the supplier for very poor protection, both boxes didn’t appear to show damage. The weight meant it moved forwards and backwards in transit due to no extra padding, this is from the supplier.

I don't know the weight of the loco, but I would not want it shipped in anything less than a rigid plastic container properly packed with an outer box and air-packs etc for cushioning. I would send it back and ask them to do it right, you don't know what other problems might surface down the line.

They should use solid polystyrene in there packaging

It looked to me that the loco wasn’t packed properly. No packaging material over the top of the loco box. Meaning it can move about.

Your engine may be dinked, but yo have a lovely to compensate.

I don’t think you can blame the carrier here, the packaging was pathetic! For an item of that weight & delicate nature it should have been sent in foam or styrofoam type packaging that is tailor made for the locomotive. Bubble wrap is fine for small parts.

I'm so sorry to see this has happened. Not sure the packaging was up to much either tbh, RH have done better for us in the past. I hope that you can get it sorted, with the spares, RH are very good, a claim needs making against the carrier though to make a point if nothing else✌️👍💜

Geoff-- I noted, as you first opened the outer box, it appears to have been dropped hard or crushed endwise, and there was excessive VOLUME in the upper portion of the outer box! So, UNLESS you had somehow removed some of the styro-padding "peanuts", THERE CERTAINLY WERE NOT SUFFICIENT STYRO-PEANUTS BETWEEN THE TWO CARTONS!! This would permit the inner carton to EXCESSIVELY KNOCK-ABOUT INSIDE the outer carton, especially if mishandled or DROPPED HARD ON ITS ENDS during shipment. -- And, unless the box had been opened for inspection, with some peanuts having been removed in the process..... the lack of sufficient packing peanuts could only have occurred at the Packing Department at Roundhouse..... a fact which I would find EXTREMELY DIFFICULT TO BELIEVE happened at Roundhouse. Judging from a few of my own experiences in "overseas" shipping received from Roundhouse, this is not likely the fault of Staff at Roundhouse. The Staff at Roundhouse seems to be VERY CAREFUL in all aspects of shipping their products! -- Fortunately, it appears the damage to your "Dylan" is fairly easily remedied, and being a robust little Lokey, and knowing of your talents, it will be happily steaming on the rails very soon! BEST WISHES FOR A GOOD OUTCOME!!

This was not the post office's fault, the boxes are totally undamaged. the fault is with the packaging, for example putting hard things on top of the loco and only putting one thin sheet of bubble wrap around it. The damage may have been done when they closed the inner box. And apparently there were no packing peanuts on top of the inner box, so it could move up and down about 5 inches. Don't blame the post office.

This item looks like it was delivered by Evri. They have a reputation for doing this! Thanks for uploading.

Personally I'd want a new complete loco , the packaging didn't look up to it to me . Who knows what other damage has been caused that is not evident

Such a disappointment. This is why I insist on collecting all my locomotives personally. The last, a Standard 4MT tank was damaged simply by the way the just ‘chuck’ packages around in the back of the van. That awful feeling inside I recognise. Far to often now you get messages that ‘You were not in’ which are blatant lies. I could go on but will stop now. So very upsetting for you!

I am sure you will fix it once the replacement part arrives, and sympathise with your disappointment though it is an easy fix you should not have to do it. My latest arrival was a carriage kit and it was a complete shambles and not the carriers fault, A mish mash of wrong and missing parts

How did that damage occur with all that popcorn and bubble wrap to protect it?

That’s so upsetting for you. I’d have been gutted too.

How disappointing Glad Roundhouse have agreed to send replacement parts out which sounds a good option given that returning the loco and waiting for another that could also arrive damaged would take a long time. I recently got two parcels delivered and both still show as undelivered One was given to my neighbour a week ago and they did put a card in to say it was there the other was left outside in the rain and I luckily found it there after only a few minutes. I know it was not there not long before. Now I have two emails saying sorry about my parcel being lost and sorry your parcel is delayed and may be missing both say I can have a refund. Well I will not do that but it makes me wonder how many times this happens tracked delivery indeed.

As said below the packing was poor and the loco had little chance of arriving undamaged with only bubble wrap for protection. Someone at Roudhouse needs to learn how to pack heavy delicate items. I hope it is all sorted to your satisfaction after waiting a long time.

Im sorry to see this happen to your Dylan but glad that Roundhouse have come up with a solution. Mine is number 89 in black, yours looks lovely in grey!!!

It looks like the box was crushed under some heavier freight !! How upsetting!! Not good enough, this is the way a lot of courier services are nowadays, I’d want another loco to be honest. Hope you’re able to get it sorted ❤

I see that the courier was UPS - I think they are all just as bad as each other IMHO

I think Roundhouse needs to have a word in someones ear, the packing on that loco was very sub standard, I take it you sent a link to the video.

It is mostly Roundhouses fault, that's appalling packaging, Box boxes are too thin for such a heavy item, The box was not properly prevented from moving around in the outer box, and the packaging of the Loco in the inner box is also very poor, The outer box did not look like there have been any major mishandling and if the packaging can't with stand normal parcel handling and being put down on on all 6 sides etc. it's not up to the job.

I don't know why, but it seems quite common for models not to be properly packed these days. I've had a few and I know others who have too. Very disappointing...

Roundhouse dont have a clue how to pack something that cost a lot of money. Massive box , 3 times the size of the item and lots of packing chips

I bet DPD ( DAMAGED PARCEL DELIVERED) had this happen last week with some e bay stuff

Oh No, this is typical have you seen the size of the trucks they use at night to haul parcels they are almost double deckers if your parcel is the bottom it's bad luck I too have had similar problems with damage from couriers.

I scrolled back and forth to see any damage to the boxes, which there wasn’t. But did notice the lack of packaging surrounding the train in the 2nd box. I think you blaming the courier is totally unjustified. The lack of packaging in the 2nd box you opened is the cause! I buy OO gauge which is always completely encasing the loco, not just thrown in a box with some plastic wrap and a bag of tools thrown on top!!! The manufacturer is to blame by incompetent packaging for such a delicate item. I think you owe the courier an apology to be honest!!

Oh to be rich !😁

Box was too big and not full of poly bits, from the viewers pov the box had been crushed on the right side top, that was easy for all to see hence the roof and posts pushed forward. Couriers do not take care because the goods are not theirs, one can only hope that their children receive christmas presents bent to fook..................................

Extremely poor packing. Probably the courier did not help the situation giving the package a 'Throw Test'. How disappointing for you.

Poor quality packing

Boring

Just send it back

It looks like the box was crushed under some heavier freight !! How upsetting!! Not good enough, this is the way a lot of freight services are nowadays, I’d want another loco to be honest. Hope you’re able to get it sorted ❤