Recently I placed a small parts order with Lionel. I didn't remember if I received an email confirmation, so about a week later I thought I would email an inquiry. The parts arrived a few days later, I believe less than 10 days after I placed the order.
3 weeks after the order was placed & 2 weeks after my email inquiry I received the following email reply from Meghan at Lionel:
"I apologize for the delay in response. We have been experiencing issues with our automated order confirmation emails. It looks like you have received your order, please don’t hesitate to call or email if you have any issues with your orders."
I received my order in less than 10 days which is quite acceptable. My thought is, if you need a repair, call Lionel and stay on hold with your phone on speaker, until they answer or until it seems like an unacceptable wait time and try again. Do something else while waiting, maybe play with your trains.
