About to put a major order in with Wayland and wanted any advice/views on them.

Note: I have used them before but it was a while ago. The order was a bit slow arriving but everything came and there were no issues. This was probably circa 2011 though.

All still good of late?

Ordered from the a few times, but stopped doing so a few months ago when they heavily increased the EU prices. Never had a problem ordering from them though.

yup theyve always been great for me

Never had an outright bad experience with Wayland at all and I've ordered a fair bit from them.

Problems:

1) The green "in stock" light generally means in-stock or available to order from their suppliers in 1 week. This means that often you'll end up waiting a week or two for your order to actually get processed.

2) Sometimes you have to send a little nudge to get your order through. I'm not sure why and it might be chance but if I've an order that has been on "awaiting stock" for 2 weeks I generally drop them a message through their support line. Normally that either resolves it or I learn that something is a lot harder to source (normally not a concern).

They also have been having a free postage deal which has been going since Christmas; for some reason they keep "extending" it with a promotional code instead of just hardwiring it into their order system (so don't forget to use it if you spend enough).

Never not got anything barring when GW were changing their whole painting system around and one pot of paint couldn't be sourced - refunded at the same time the rest of the order was posted.

Otherwise I've also used Firestorm Games with good results - Troll Trader on Ebay is also reliable (heck he's worth trading with just to get the creative comments in your feedback on ebay ).

Thanks for the comments! We really do read them all and try to improve our service. We've taken steps recently to make our stock levels even clearer. Hopefully you continue to like what you see!

Good man Stu!

Awful,just awful.

Back in early jan I bought some secret weapon and knight models from them. All items were shown to be in stock before and after I bought them. They took about a month to be even shipped so I avoid them. In march I ordered another model from knight, luckily I was able to get my order cancelled before they stole my money.

Do not use them unless you like being robbed

To sum up pretty much all the Wayland threads:

1) If they have it in stock it'll ship quickly and everything will be great.
2) If they don't have it in stock, it'll ship at an unknown time in the future.
3) There's no way to know if an out of stock item will show up soon or take weeks.
4) There's no way to know which products are actually in stock when you order.

 sing your life wrote:
Awful,just awful.

Back in early jan I bought some secret weapon and knight models from them. All items were shown to be in stock before and after I bought them. They took about a month to be even shipped so I avoid them. In march I ordered another model from knight, luckily I was able to get my order cancelled before they stole my money.

Do not use them unless you like being robbed

Could you please explain where the robbery occurred?

Were they even problematic over providing a refund?

Could you outline why, despite an overwhelming amount of evidence that they are consistently treating their customers extremely badly, you seem to have no issue with TWG, yet appear to want to lay into Wayland at the slightest provocation, just because you didn't get your toys as quickly as you'd have liked?

 Stuart-Wayland wrote:
Thanks for the comments! We really do read them all and try to improve our service. We've taken steps recently to make our stock levels even clearer. Hopefully you continue to like what you see!

Great to hear and good to see the company keeping an eye on the monsters that are forums ^^

From my own experienced I can appreciate that with the huge number of games Wayland stocks it would be impractical to hold large amounts of stock for all lines so some restrocking/ordering wait isn't unreasonable.

What I would say though is that it might be an idea if orders go a week or two weeks with the same status message of awaiting stock that the order gets a ping and a staffer can drop an email to inform the customer of what is happening/reason for the delay. I've always had my support tickets answered quickly from Wayland, but sometimes its good to have a proactive approach so that users don't have to file a ticket when orders take longer than estimated to ship.

 sing your life wrote:
Awful,just awful.

Back in early jan I bought some secret weapon and knight models from them. All items were shown to be in stock before and after I bought them. They took about a month to be even shipped so I avoid them. In march I ordered another model from knight, luckily I was able to get my order cancelled before they stole my money.

Do not use them unless you like being robbed

Their customer service is absolutely top-notch and the best I have seen so far. My experience.

I wouldn't recommend Wayland. An order still undelivered from Christmas with still no progress made as far as I know and a second larger order in January that was a month late with no communication until I prodded them, only to fall victim of the stocking system. When communication did occur I found the customer service to be fobbing off at best, rude and patronising at worst. Then further delays for a refund.

YMMV, plenty have positive experiences it seems.

 frozenwastes wrote:
To sum up pretty much all the Wayland threads:

1) If they have it in stock it'll ship quickly and everything will be great.
2) If they don't have it in stock, it'll ship at an unknown time in the future.
3) There's no way to know if an out of stock item will show up soon or take weeks.
4) There's no way to know which products are actually in stock when you order.

To just address points 3 and 4:

Point three is quite true, we have good relations with our suppliers (most of whom are the actual manufacturers) but as even they cannot tell what is arriving in their warehouses at any given day, the information we have to pass on is spotty to say the least! We try and counter this by speaking with them at least once every day and having multiple suppliers for most products. We have also opened an operation out in the States to try and improve or ability to supply customers out there too!

Point 4 is one we have been trying really hard to improve. We now use the entirely unambiguous 'In Stock' to describe a product that we have in our warehouse. That should make things clearer for people! Here is an example of an actual product that is in stock (at least at the time of this post!) http://www.waylandgames.co.uk/privateer-press/warmachine/retribution-of-scyrah/units/retribution-destors-cavalry-boxed-unit-/prod_11950.html

I think if people are brutally honest we use sites like Wayland for GW product for no other reason than a super competitive price.

If I was ordering something I 'needed' I would be on the phone before I ordered to ensure stock, if I am just ordering something I want then I am happy to wait a week or two for the item when you take the saving into account.

I have worked in the logistics side of a large consumer brand before now and as such am pretty forgiving about delivery times when I order online, unless the company clearly states - This is in stock, delivery in 3 days guaranteed I normally wont be on the phone to check whats up for at least a week or so.

I have used Wayland for the past 5 years for thousand of punds of orders for my local gaming group and we have never had anything but good (albeit sometimes slow) service from them.

They are still my go to service.

I'd love to use them, but I can't as they only ship to the registered billing address of your CC.
I don't want stuff sent there, so they are no use to me.
If their storefront could cope with a separate billing/shipping address I'd be a happy gamer.

Marv why not use Paypal? I used Wayland when I moved around as a student but kept my cards registered to the family home address. Far as I know the paypal method still allows you to enter your own address.

Sigvatr wrote:

 sing your life wrote:
Awful,just awful.

Back in early jan I bought some secret weapon and knight models from them. All items were shown to be in stock before and after I bought them. They took about a month to be even shipped so I avoid them. In march I ordered another model from knight, luckily I was able to get my order cancelled before they stole my money.

Do not use them unless you like being robbed

Their customer service is absolutely top-notch and the best I have seen so far. My experience.

I bolded the experience part, because many, many other people's "experience [sic]" with the store have been unsatisfactory.

azreal13 wrote:

 sing your life wrote:
Awful,just awful.

Back in early jan I bought some secret weapon and knight models from them. All items were shown to be in stock before and after I bought them. They took about a month to be even shipped so I avoid them. In march I ordered another model from knight, luckily I was able to get my order cancelled before they stole my money.

Do not use them unless you like being robbed

Could you please explain where the robbery occurred?

I've had to cancel a couple of orders because I wasn't getting any indication that they were actually going to give me anything for my money, therefore it looks like some light overtone of thievery, in my personal opinion.

Were they even problematic over providing a refund?

Actually yes, for my last order from Wayland they took 6 days to return my money when the average online shop takes less than an hour to do the same.

Could you outline why, despite an overwhelming amount of evidence that they are consistently treating their customers extremely badly, you seem to have no issue with TWG, yet appear to want to lay into Wayland at the slightest provocation, just because you didn't get your toys as quickly as you'd have liked?

Because every order I have made at Total Wargamer has been delivered faster that any order I have made from this shop?

Also, TWG isn't even mentioned is this thread and is not much better than Wayland games, what with them advertising themselves as a GW shop despite being consistently gak at selling GW product.

Replies in bold.

Was that good enough for you kiddies?

P.S: Jake, could we have some of the Dark Sword line please?

No, not even close.

Implying a company is committing a criminal act purely because you're impatient is simply not on.

You've seemed to have some axe to grind against Wayland for reasons that seem totally disproportionate to your experiences with them. But then, your experience in anything at your age is likely to be a tad lacking for you to make an objective assessment I guess.

"the order took too long, so I contacted them to cancel, and had to wait a few days for my money back" would be a valid and balanced complaint based on the information you've presented ITT, accusations of thievery and dishonesty just make you come across as immature and undermine your credibility.

IN MY OPINION.

See, I can use that defence too....

You never really told anyone any details about the orders that forged your opinions on these websites.

If you can convince me that's in any way relevant to pulling you up for writing what appear to be very unfair indictments of a company for what appear to be very minor infractions, then I'll happily comply.

If you're trying to imply I've got some sort of financial or personal interest in any hobby company, you couldn't be more wrong.

 sing your life wrote:

Actually yes, for my last order from Wayland they took 6 days to return my money when the average online shop takes less than an hour to do the same.

The shop may process your refund through their own system, but all that does is send authorisation to their bank to pay the money back to your account, at that point you'll be waiting several days.

 Overread wrote:
Marv why not use Paypal? I used Wayland when I moved around as a student but kept my cards registered to the family home address. Far as I know the paypal method still allows you to enter your own address.

Tried that, PayPal won't let me because of the country I'm working in.
Apparently it's due to Wayland's settings.
I've got my overseas address registered with PayPal, and I use it for other things, but can't with Wayland.

My first post - shame it has to go here.

I ordered three weeks ago, I have heard nothing via ticket or email other than receipt of order and payment. I am close to cancelling because I am convinced I am not going to receive my order in any reasonable space of time. Why? Because 1 item has changed status and is now on "special order" - yet there are two problems:

1. The item when ordered was in stock (available! - see comment below).
2. The item is actually available from the manufacturer direct (something I wish I'd know before).

This is supremely disappointing. I've managed to get to my local GW store (~20 miles away) once, and I could have gone to my local independent store (Firestorm actually, who will now be receiving my custom) twice on the weekends (were I not doing other things) - they are ~30 miles away.

One thing that would drastically improve the site: Stop promoting Available items to look like they are in stock (green tick, 3-9 days) - they are NOT in stock, you need to order them, this should be way more obvious, otherwise people are getting duped.

I've given Wayland a deadline. They've already lost this customer for future orders, but I would like my order, or my money back - and at least some communication from them.

There is a Wayland Games chap on here- seek him out drop him a message?

Wayland certainly have their problems but don't you think comparing a refund taking 6 days to robbery absolutely ridiculous?


Automatically Appended Next Post:

richrock wrote:
My first post - shame it has to go here.

I ordered three weeks ago, I have heard nothing via ticket or email other than receipt of order and payment. I am close to cancelling because I am convinced I am not going to receive my order in any reasonable space of time. Why? Because 1 item has changed status and is now on "special order" - yet there are two problems:

1. The item when ordered was in stock (available! - see comment below).
2. The item is actually available from the manufacturer direct (something I wish I'd know before).

This is supremely disappointing. I've managed to get to my local GW store (~20 miles away) once, and I could have gone to my local independent store (Firestorm actually, who will now be receiving my custom) twice on the weekends (were I not doing other things) - they are ~30 miles away.

One thing that would drastically improve the site: Stop promoting Available items to look like they are in stock (green tick, 3-9 days) - they are NOT in stock, you need to order them, this should be way more obvious, otherwise people are getting duped.

I've given Wayland a deadline. They've already lost this customer for future orders, but I would like my order, or my money back - and at least some communication from them.

Nothing but good service from firestorm. It's my local store too.

Caveat Emptor!

Ordered from Wayland in the past but now totally sick of them!

Ordered items that were marked "in stock" - received notice they were not. Checked the website and the items were marked "in stock" still!

Paying with paypal amazingly adds 0.30 GBP to your postage cost. Amazingly you do not get told during Paypal checkout but on the page where you finally place the order.


This happened over a year ago and they said they would need "a new software because they had outgrown this one". Strangely it happened exactly like that just recently again.

Maybe cashing in the Paypal fees from buyers? If so then I would have no problem with it IF they said so. If really software issues then I am sorry to say I am not ordering from people that are not competent to upgrade their systems in over a year to match their needs.

Fair enough software costs money but looking at how much Wayland is making and who owns wayland (hint hint) I would expect better. Most of all how can I expect my business to be dealt with any accuracy if even the ordering process is, shall we say, questionable?

The least I can expect is honesty in return for my money.

Edit: Concerning the "super competitive price": I gett he same deal from my local dealer. Maybe because I actually buy my stuff there and don't behave totally inapropriate when I am there?

angelofvengeance wrote:There is a Wayland Games chap on here- seek him out drop him a message?

Because I have contacted them directly and heard nothing. My support ticket is well into it's second day with no acknowledgement - not even to say 'we're looking into it'. That is not good customer service. Mind you, most places would split orders (I miss Maelstrom for this - at least they would ship what they had and let you know when the rest turned up)

carlos13th wrote:Nothing but good service from firestorm. It's my local store too.

Good to hear. Imma pay them a visit next time I get down there and have cash to burn. Are they still down in that arcade?

They are about a five min walk away from Cardiff Central train station. Down a little backstreet.

Firstorm is a long ways from me, but I've ordered online from them in the past and had nothing but good service.

Firestorm is excellent. I go in there once a month, and have ordered from them in the past.

The only time there was an issue, contact was prompt and helpful and it was resolved in a day (stock issue).

I'm going to have to check out this firestorm site.

I just received a shipment from Wayland today: it was despatched sixteen days after I placed the order (not counting the evening on which I ordered), while the expected time of despatch was three to nine days after ordering. However, their site did state that during promotions things might be somewhat delayed.

Since I know Wayland Games has a bit of a reputation for sending things off later than expected, this didn't bother me at all, but the bottom line remains the same: if you can't afford to have your package arrive one or two weeks later than expected, don't order with them.

However, for the rest I found their service to be pretty good. The shipping was tracked, the box was properly packed, and the ticket I sent to their customer service was answered two days later (again, not counting the evening on which I sent it). Taking into consideration that I sent in my ticket on saturday evening, they actually answered my ticket within three working hours.

The next time I need something I can't get at my FLGS, I'm ordering with them again.

Yeah never order from wayland if what you are ordering is in any way time sensitive.

Brother Michael wrote:
I just received a shipment from Wayland today: it was despatched sixteen days after I placed the order (not counting the evening on which I ordered), while the expected time of despatch was three to nine days after ordering. However, their site did state that during promotions things might be somewhat delayed.

Since I know Wayland Games has a bit of a reputation for sending things off later than expected, this didn't bother me at all, but the bottom line remains the same: if you can't afford to have your package arrive one or two weeks later than expected, don't order with them.

However, for the rest I found their service to be pretty good. The shipping was tracked, the box was properly packed, and the ticket I sent to their customer service was answered two days later (again, not counting the evening on which I sent it). Taking into consideration that I sent in my ticket on saturday evening, they actually answered my ticket within three working hours.

The next time I need something I can't get at my FLGS, I'm ordering with them again.

Hi Brother Michael,

Thank you for the good words there regarding our customer service and the quality of the packing of your order. In regards to the shipping time of your order the ✔ Available(Typically Ships in 3-9 Working Days) status means the item is available for us to order and is normally shipped out within this time frame. The typical time frame for shipping an order is within 3 - 9 working days, this is based on thousands of orders over the last 5-6 years. I hope you can appreciate that there can be delays to orders that are out of our control, and we do work closely with manufacturers and suppliers to fulfil all orders as quickly as possible. This is why it is a typical dispatch time frame and not a guarantee.

If you would like to ask any questions regarding your order, please feel free to email our helpdesk again.
http://waylandgames.freshdesk.com/support/home

Regards
Jake @ wayland

 frozenwastes wrote:
To sum up pretty much all the Wayland threads:

1) If they have it in stock it'll ship quickly and everything will be great.
2) If they don't have it in stock, it'll ship at an unknown time in the future.
3) There's no way to know if an out of stock item will show up soon or take weeks.
4) There's no way to know which products are actually in stock when you order.

Exactly this. I ordered a whole bunch of pegasus gothic buildings and ended up with about half of the items. The rest showing in stock, but after calling pegasus owner in the US found out they were no longer manufacturing the remaining items showing in stock at wayland. I had to abandon my project and was stuck with a whole pile of pegasus product which i couldnt use.


Automatically Appended Next Post:

 aliusexalio wrote:

 frozenwastes wrote:
To sum up pretty much all the Wayland threads:

1) If they have it in stock it'll ship quickly and everything will be great.
2) If they don't have it in stock, it'll ship at an unknown time in the future.
3) There's no way to know if an out of stock item will show up soon or take weeks.
4) There's no way to know which products are actually in stock when you order.

Exactly this. I ordered a whole bunch of pegasus gothic buildings and ended up with about half of the items. The rest showing in stock, but after calling pegasus owner in the US found out they were no longer manufacturing the remaining items showing in stock at wayland. I had to abandon my project and was stuck with a whole pile of pegasus product which i couldnt use.

Oh and I did call them several times to inform them of this but all I got was attitude from somebody on the phone, took months for them to adjust the status of these items to actually not being available anymore.


Automatically Appended Next Post:

Zond wrote:
I wouldn't recommend Wayland. An order still undelivered from Christmas with still no progress made as far as I know and a second larger order in January that was a month late with no communication until I prodded them, only to fall victim of the stocking system. When communication did occur I found the customer service to be fobbing off at best, rude and patronising at worst. Then further delays for a refund.

YMMV, plenty have positive experiences it seems.

Customer service in my case was also rude and patronizing.

 aliusexalio wrote:

 frozenwastes wrote:
To sum up pretty much all the Wayland threads:

1) If they have it in stock it'll ship quickly and everything will be great.
2) If they don't have it in stock, it'll ship at an unknown time in the future.
3) There's no way to know if an out of stock item will show up soon or take weeks.
4) There's no way to know which products are actually in stock when you order.

Exactly this. I ordered a whole bunch of pegasus gothic buildings and ended up with about half of the items. The rest showing in stock, but after calling pegasus owner in the US found out they were no longer manufacturing the remaining items showing in stock at wayland. I had to abandon my project and was stuck with a whole pile of pegasus product which i couldnt use.


Automatically Appended Next Post:

 aliusexalio wrote:

 frozenwastes wrote:
To sum up pretty much all the Wayland threads:

1) If they have it in stock it'll ship quickly and everything will be great.
2) If they don't have it in stock, it'll ship at an unknown time in the future.
3) There's no way to know if an out of stock item will show up soon or take weeks.
4) There's no way to know which products are actually in stock when you order.

Exactly this. I ordered a whole bunch of pegasus gothic buildings and ended up with about half of the items. The rest showing in stock, but after calling pegasus owner in the US found out they were no longer manufacturing the remaining items showing in stock at wayland. I had to abandon my project and was stuck with a whole pile of pegasus product which i couldnt use.

Oh and I did call them several times to inform them of this but all I got was attitude from somebody on the phone, took months for them to adjust the status of these items to actually not being available anymore.


Automatically Appended Next Post:

Zond wrote:
I wouldn't recommend Wayland. An order still undelivered from Christmas with still no progress made as far as I know and a second larger order in January that was a month late with no communication until I prodded them, only to fall victim of the stocking system. When communication did occur I found the customer service to be fobbing off at best, rude and patronising at worst. Then further delays for a refund.

YMMV, plenty have positive experiences it seems.

Customer service in my case was also rude and patronizing.

Aaliusexalio,

Just a couple of point i would like to make here.
Our website does use a live stock feed. If an item is in stock it will be listed as ✔ In Stock(‘X’ Ready to Ship!) this will show you the exact amount of that item we have in stock and is not in another order. As for the Pegasus items we would love to take your word that an item has been discontinued, but I'm sure you can understand that we have to receive official confirmation from our suppliers before we remove an item.

We will always aim to help our customers in any way that we can. If you feel negative about when you spoke with us, please accept my sincere apologies. If you would like to discuss this further with myself please contact me via our Helpdesk system, putting F.A.O Jake in the subject line. http://waylandgames.freshdesk.com/support/home

Regards
Jake @ Wayland

Dark Sphere all the way. Less expensive than Wayland, which is the absolute. They're also super efficient in getting stuff to you. Never needed their help, never had to 'raise a ticket' and wait. They just get on with it.

http://www.darksphere.co.uk

 Jake-Wayland wrote:

...
Our website does use a live stock feed. If an item is in stock it will be listed as ✔ In Stock(‘X’ Ready to Ship!) ....
Jake @ Wayland

Apparently I am the second customer where this system does not work properly then.

I have been a Wayland customer since 2008. While I have received nothing but the best service for my first 3 orders (besides a delay and a missing sprue - which was sorted out)
there was a lot of issues afterwards.

Order 4 I cancelled/changed after an item that had been marked "in stock" was not in stock. (Urban War HGR Marine iirc and some colours)

Order 5 cancelled after mysteriously 30p of postage were added AFTER confirming the transaction on Paypal AND items that were marked "in stock" were actually NOT in stock - I think I still have the email regarding this item not being in stock. Both issues were explained with "having outgrown an ordering system" and my order subsequently cancelled. I understand adding the Paypal fee but I would definitely like to be informed about this other than at the final checkout page. Not to mention there is other ways to resolve this issue.

Order 6 (more than a year later,end 2013 or beginning 2014): Mysterious 30p postage increase AFTER Paypal confirmation. Had I not specifically checked (once burned, twice shy) I would have feeled fobbed off once more.

My thoughts concerning this postage issue, general competence and items being in stock (or not) have been laid down in my previous post. I am afraid but I cannot do any more business under these circumstances.

Wayland - Never again!

sebigboss79 wrote:

 Jake-Wayland wrote:

...
Our website does use a live stock feed. If an item is in stock it will be listed as ✔ In Stock(‘X’ Ready to Ship!) ....
Jake @ Wayland

Apparently I am the second customer where this system does not work properly then.

I have been a Wayland customer since 2008. While I have received nothing but the best service for my first 3 orders (besides a delay and a missing sprue - which was sorted out)
there was a lot of issues afterwards.

Order 4 I cancelled/changed after an item that had been marked "in stock" was not in stock. (Urban War HGR Marine iirc and some colours)

Order 5 cancelled after mysteriously 30p of postage were added AFTER confirming the transaction on Paypal AND items that were marked "in stock" were actually NOT in stock - I think I still have the email regarding this item not being in stock. Both issues were explained with "having outgrown an ordering system" and my order subsequently cancelled. I understand adding the Paypal fee but I would definitely like to be informed about this other than at the final checkout page. Not to mention there is other ways to resolve this issue.

Order 6 (more than a year later,end 2013 or beginning 2014): Mysterious 30p postage increase AFTER Paypal confirmation. Had I not specifically checked (once burned, twice shy) I would have feeled fobbed off once more.

My thoughts concerning this postage issue, general competence and items being in stock (or not) have been laid down in my previous post. I am afraid but I cannot do any more business under these circumstances.

Wayland - Never again!

sebigboss79,

The product statuses on our website were updated a few months ago to include the In Stock('x' ready to Ship!). We took the feedback on board and made the change so that it is clearer for our customers.I can not comment on the availability of the items you ordered, as I cannot access that information with our more details from yourself. If you would like to discuss this further please feel free to send me a PM or contact our Helpdesk http://waylandgames.freshdesk.com/support/home.

As for the shipping costs, again if you contact me directly I will be able to look in to this for you. However the only reason I can think of this happening is if your delivery address on your Paypal account is different to the one used to get the shipping quote on our website. Again I am more then happy to look in to this for you, please just contact me directly.

Regards
Jake @ Wayland

How do I know if something was sent? I ordered something on the 24th of April, and I haven't really gotten any word of my order other than the pay was received.

Lord Castellan wrote:
How do I know if something was sent? I ordered something on the 24th of April, and I haven't really gotten any word of my order other than the pay was received.

Hi Castellan,

Once an order is shipped you will receive a dispatch email from us. If you would like more information regarding your order just submit us a helpdesk ticket. http://waylandgames.freshdesk.com/support/home

Regards
Jake @ Wayland

 Jake-Wayland wrote:

sebigboss79 wrote:

 Jake-Wayland wrote:

...
Our website does use a live stock feed. If an item is in stock it will be listed as ✔ In Stock(‘X’ Ready to Ship!) ....
Jake @ Wayland

Apparently I am the second customer where this system does not work properly then.

I have been a Wayland customer since 2008. While I have received nothing but the best service for my first 3 orders (besides a delay and a missing sprue - which was sorted out)
there was a lot of issues afterwards.

Order 4 I cancelled/changed after an item that had been marked "in stock" was not in stock. (Urban War HGR Marine iirc and some colours)

Order 5 cancelled after mysteriously 30p of postage were added AFTER confirming the transaction on Paypal AND items that were marked "in stock" were actually NOT in stock - I think I still have the email regarding this item not being in stock. Both issues were explained with "having outgrown an ordering system" and my order subsequently cancelled. I understand adding the Paypal fee but I would definitely like to be informed about this other than at the final checkout page. Not to mention there is other ways to resolve this issue.

Order 6 (more than a year later,end 2013 or beginning 2014): Mysterious 30p postage increase AFTER Paypal confirmation. Had I not specifically checked (once burned, twice shy) I would have feeled fobbed off once more.

My thoughts concerning this postage issue, general competence and items being in stock (or not) have been laid down in my previous post. I am afraid but I cannot do any more business under these circumstances.

Wayland - Never again!

sebigboss79,

The product statuses on our website were updated a few months ago to include the In Stock('x' ready to Ship!). We took the feedback on board and made the change so that it is clearer for our customers.I can not comment on the availability of the items you ordered, as I cannot access that information with our more details from yourself. If you would like to discuss this further please feel free to send me a PM or contact our Helpdesk http://waylandgames.freshdesk.com/support/home.

As for the shipping costs, again if you contact me directly I will be able to look in to this for you. However the only reason I can think of this happening is if your delivery address on your Paypal account is different to the one used to get the shipping quote on our website. Again I am more then happy to look in to this for you, please just contact me directly.

Regards
Jake @ Wayland

Dear Jake

I DID contact customer service on both occasions.

I am intrigued to learn when this update has been implemented because the most recent order is not that long ago. And let me reiterate my original post that I have no issue over said charge.
My paypal address is identical to the one used for your webstore and it has not been changed in 4 years. I fail to see how postage can change for the reason you stated as long as the country stays the same. Even more strange if the whole address stays the same in consistence with the one in paypal and without notifying the customer before confirming Paypal the amount to be charged is altered.

The issue I am taking is that I get charged without my knowledge an amount different from what I confirm in Paypal and different from what the shopping basket says before making payment! I find it strange that two pages suggest I am paying X while the final confirmation says X+30p. That makes this whole thing look like you are trying to get behind your customers back - which I doubt you do or even have the itnention to make it appear as such. And on another note: If you had raised the standard postage price by said amount, no one would even notice.

I am more than happy to assist because the last thing I want is harm to the hobby itself and just as GW you have become a major part in it. Being reluctant to spend my hobby budget under these circumstances does not mean I am not keen on having wayland as another choice, alternative or point of comparison if these hickups can be resolved. But I think the desire to attract more business should be yours, not mine.

In any case, you know where to find me and I am always happy to talk about gaming, the hobby and business. Although I suggest outside this thread.

Cheers
sebigboss79

sebigboss79 wrote:


Dear Jake

I DID contact customer service on both occasions.

I am intrigued to learn when this update has been implemented because the most recent order is not that long ago. And let me reiterate my original post that I have no issue over said charge.
My paypal address is identical to the one used for your webstore and it has not been changed in 4 years. I fail to see how postage can change for the reason you stated as long as the country stays the same. Even more strange if the whole address stays the same in consistence with the one in paypal and without notifying the customer before confirming Paypal the amount to be charged is altered.

The issue I am taking is that I get charged without my knowledge an amount different from what I confirm in Paypal and different from what the shopping basket says before making payment! I find it strange that two pages suggest I am paying X while the final confirmation says X+30p. That makes this whole thing look like you are trying to get behind your customers back - which I doubt you do or even have the itnention to make it appear as such. And on another note: If you had raised the standard postage price by said amount, no one would even notice.

I am more than happy to assist because the last thing I want is harm to the hobby itself and just as GW you have become a major part in it. Being reluctant to spend my hobby budget under these circumstances does not mean I am not keen on having wayland as another choice, alternative or point of comparison if these hickups can be resolved. But I think the desire to attract more business should be yours, not mine.

In any case, you know where to find me and I am always happy to talk about gaming, the hobby and business. Although I suggest outside this thread.

Cheers
sebigboss79

Sebigboss79,

Without more information from yourself i can not look in to this matter, I can not determine which support ticket is yours just by your screen name. If you send me a PM or a ticket on our Helpdesk marked as 'F.A.O Jake - Sebigboss79 Dakka' with your order ID I will have the information I need. Paypal will always show you the final cost before you agree to issuing the payment, if this did increase by £0.30 then there must be a reason. I promise you we do not try to add any additional fee at all, and I'm sure we can get to the bottom of this for you. I will await your PM or support ticket.

http://waylandgames.freshdesk.com/support/home

Regards
Jake @ Wayland

Hi,
I'm a long time lurker with few post in these forum,

In the past I was fine with Wayland, I made some order for GW and Vallejo products since 2012 with no problem, maybe a week delay for the Tau release but it was not important. Until now...
At january 2014 I bought some Infinity boxes, labeled "in stock(6 to 9 days)": something was not in stock and every week I received an email where they apologized for the delay because of some missing item. They sent the first part of the order on February, 7 and a second part on february 21, but removing 1 item from the order and giving me a refund code.
Since the code would have expired (I hope it's grammaticaly correct) at the end of march, I was forced to place an order (Infinity scenery and vallejo colors) on march 21, but I discovered that their store software accepts only one code at checkout, so I was not able to use the free shipping offer (minimum shipping fee for Italy is 6 euros). Every item was listed as "in stock (6 to 9 days)"
Since then I have not received any email from Wayland until i first opened a support ticket on april, 18: they said one item is missing and I have to wait.
I opened another ticket yesterday explaining that I'm not happy and I want my money back and this evening they answer to me saying they can remove the missing item and they can send me another refund code. I already answered to their email...
So, during this time the Infinity scenery model is still listed as "in stock" but it's not, no emails between us except my tickets, but most important are their refund codes: I am forced to use them in a short time because they expire and I can not use their free shipping code, so to get back my first refund I have to spend at least 12 euros in shipping fees (this and next order) ; the first refund was 13 euros.
Reading other posts in this thread you said that Wayland gave you back your money, but no one offered this to me. What I can do? Or better, Mr Jake-Wayland, what You can do for me?

Farseer M wrote:
Hi,
I'm a long time lurker with few post in these forum,

In the past I was fine with Wayland, I made some order for GW and Vallejo products since 2012 with no problem, maybe a week delay for the Tau release but it was not important. Until now...
At january 2014 I bought some Infinity boxes, labeled "in stock(6 to 9 days)": something was not in stock and every week I received an email where they apologized for the delay because of some missing item. They sent the first part of the order on February, 7 and a second part on february 21, but removing 1 item from the order and giving me a refund code.
Since the code would have expired (I hope it's grammaticaly correct) at the end of march, I was forced to place an order (Infinity scenery and vallejo colors) on march 21, but I discovered that their store software accepts only one code at checkout, so I was not able to use the free shipping offer (minimum shipping fee for Italy is 6 euros). Every item was listed as "in stock (6 to 9 days)"
Since then I have not received any email from Wayland until i first opened a support ticket on april, 18: they said one item is missing and I have to wait.
I opened another ticket yesterday explaining that I'm not happy and I want my money back and this evening they answer to me saying they can remove the missing item and they can send me another refund code. I already answered to their email...
So, during this time the Infinity scenery model is still listed as "in stock" but it's not, no emails between us except my tickets, but most important are their refund codes: I am forced to use them in a short time because they expire and I can not use their free shipping code, so to get back my first refund I have to spend at least 12 euros in shipping fees (this and next order) ; the first refund was 13 euros.
Reading other posts in this thread you said that Wayland gave you back your money, but no one offered this to me. What I can do? Or better, Mr Jake-Wayland, what You can do for me?

Farseer M,

We do not have a "in stock (6 to 9 days)" status, the main 2 product statuses used on our website, they are as follows,
✔ Available(Typically Ships in 3-9 Working Days) means the item is available for us to order and are normally shipped out within this time frame. Please note that all order turnaround times are indications rather than guarantees as variations in supply and demand can sometimes cause a backlog.

If a product is listed as ✔ In Stock(‘X’ Ready to Ship!) that means we have the stated number of that product available in our warehouse.

Store credit vouchers are given as most of our customer, like myself, are always working on new painting projects or expanding current collections. You are correct, due to the current limitations of the voucher software only one voucher can be used at a time. What we can do however, is to upgrade your voucher code to include the free shipping promotion, just simply send us a support ticket asking us to do so.
If yourself or any other customer would like a refund for the value of the voucher we have provided we are always perfectly happy issuing you with a refund for its value.

If you send me a PM with your ticket ID or just reply to the ticket referencing Dakka, and we will be able to discuss your order further.

Regards
Jake @ Wayland

I'd like to give a big compliment to the Wayland Games customer service again!

Saturday evening I submitted a ticket, which was resolved this (monday) morning. Translated to working hours it means they answered it four hours after submitting it, which is excellent IMO.

The ticket was about several pieces of terrain from Gale Force 9 being listed as being sold unpainted, while they are in fact sold already painted. When I checked again, the text was changed from "Please note: These models come unpainted and some assembly may be required." to "This item is supplied fully assembled and pre-painted."

While it probably was a careless copy-paste that got the wrong text there, I'm very happy with how they handled it. I've submitted two tickets so far, and have had top-notch service with both.

Well I'm done with wayland for preorders.

I ordered the tantive iv and rebel transport on the 13 of January. Today I find out that my order doesn't even have a transport allocated to it (with demand being what it is I reckon this means a reprint before I get that). Gotta love companies that over sell pre-orders beyond what they can get hold of.

Bloody useless. I'm now going to support my flgs at full retail instead, the aggravation isn't worth the saving in cash.

Winterdyne, I had the same issue, and was not advised until I raised a help desk ticket. Get a refund. Gifts for geeks still have a few in stock. Mine should be arriving tomorrow, no thanks to wayland.

Went and bought one. It's lovely, and the chap at my FLGS (Chimera in Beeston) is jolly nice, and is gonna hold a tantive for me when they come in. That's how you do business.

winterdyne wrote:
Well I'm done with wayland for preorders.

I ordered the tantive iv and rebel transport on the 13 of January. Today I find out that my order doesn't even have a transport allocated to it (with demand being what it is I reckon this means a reprint before I get that). Gotta love companies that over sell pre-orders beyond what they can get hold of.

Bloody useless. I'm now going to support my flgs at full retail instead, the aggravation isn't worth the saving in cash.

Hi winterdyne,

We have not over sold our pre orders, we are just waiting for our remaining stock deliveries to arrive from our suppliers. We order double and sometime even triple the quantity we need to fulfil pre orders for X-Wing miniatures, these orders are placed from Multiple suppliers based all around the world. I appreciate that its frustrating that there has been a delay, even half the staff in the office are still waiting for additional stock to arrive before they get theirs. We always do everything in our power to receive the stock as quickly as possible.

Regards
Jake @ Wayland

I think you might need to look at the definition of overselling.

I was told for a fact that you had stock in but had to send it out on pre-existing orders.

It appears it's pretty much that you're underestimating (I'm starting to think deliberately) demand in relation to reliable supply and taking money for sales on the hope that whatever distributor you find can meet the demand.

God forbid you get short-stocked, which given the level of demand for X-wing stuff in general seems to be pretty damn likely to happen, if indeed that's not the case here.

Having an order with someone for stock that can't be readily supplied is not an excuse - you are still taking money (well in advance) for goods that you may not have in good time, and when you do receive a supply, it is outstripped (as in this case) by your existing orders.

This pretty much covers the definition of 'overselling' as business practice.

I'd love to know exactly what 'multiple suppliers' you're talking about as everyone else in the UK has to order exclusively from Esvedium. Presumably you're talking about having your US division ship goods to the UK, which is one way round that problem I suppose.

Both my recent orders arrived safe and quick. The second was delayed by a week but I got two emails informing me of the delay.
All in all another good experience, cheers WG.

I'm gonna bump this with the latest Wayland shenanigans. I put in a mixed order - no GW items - a month ago (I know, shame on me, I got roped in again with a 50% discount on MTG )

After 2, 3 and 4 weeks I got those nicety "we still don't have your stuff in stock" emails so yesterday I told them to drop whichever item was holding things up.

They didn't tell me which item it was but I got a £9.99 refund today, and I had two £9.99 items in my order. They're both listed as in stock right now on the website. Not that "Allegedly available in 9 days" but actually with X items in stock. So they're still taking orders for this thing, whatever it is, and claiming it's in their warehouse right now, although they've actually been unable to get any for over a month.

 lord_blackfang wrote:
I'm gonna bump this with the latest Wayland shenanigans. I put in a mixed order - no GW items - a month ago (I know, shame on me, I got roped in again with a 50% discount on MTG )

After 2, 3 and 4 weeks I got those nicety "we still don't have your stuff in stock" emails so yesterday I told them to drop whichever item was holding things up.

They didn't tell me which item it was but I got a £9.99 refund today, and I had two £9.99 items in my order. They're both listed as in stock right now on the website. Not that "Allegedly available in 9 days" but actually with X items in stock. So they're still taking orders for this thing, whatever it is, and claiming it's in their warehouse right now, although they've actually been unable to get any for over a month.

Blackfang,

I have sent you a PM with the name of the item that was refunded, this item is not listed as ✔ In Stock(‘X’ Ready to Ship!) it is listed as ✔ Available (Typically ships in 3-9 working days). Sorry I did not list the item that I removed, I will do in the future.

Regards
Jake @ Wayland

I placed an order for some Malifaux from Wayland on Monday, it arrived yesterday with the free standard shipping. It seems that like most online retailers, they're ok so long as you avoid GW stuff, and that's mostly GW's fault in most cases.

 Paradigm wrote:
I placed an order for some Malifaux from Wayland on Monday, it arrived yesterday with the free standard shipping. It seems that like most online retailers, they're ok so long as you avoid GW stuff, and that's mostly GW's fault in most cases.

'Point and blame' is a bit underhand, but to save face, I've use it if I was a retailer.
Maybe that's why I'm not, but I do like to be told where the problem lies, and if there's a problem in the first place.

I don't think Wayland have 'blamed' GW themselves, I just think that, given how they treat their retailers and their focus on getting stuff in their stores at the expense of anyone else, it wouldn't surprise me if even the big ones like Wayland experience stock issues beyond their control if GW stores are being so heavily prioritised.

I'm not saying that GW shouldn't prioritise their own stores, but they do seem to be in the business of stuffing their retailers where possible as another branch of their 'There is only GW' line of thinking.

GW have already blamed TWG for their refusal to support independent stores.

I've placed lots of orders with Waylands over the last few years and never had a problem.

The website can be pretty frustrating at times, esp the way they mark stock availability, but the customer services guys are really friendly and they have solved the few problems I have had. Definitely give the staff top marks if nothing else.

If Waylands read this is there any chance you can get the star trek attack wing page split into factions and not waves? I know what ship I am after when I am looking, but I'll be damned if I can ever remember what wave it is in or even what wave we are on now. Thank you

 sing your life wrote:
GW have already blamed TWG for their refusal to support independent stores.

LOL, what?

Sorry, that's nonsense, citation needed I'm afraid.

 azreal13 wrote:

 sing your life wrote:
GW have already blamed TWG for their refusal to support independent stores.

Sorry, that's nonsense

Except it really isn't:

"Games Workshop terminated its trading relationship with Total Wargamer with effect from 23rd May 2014, as a consequence of the number of complaints we received in connection with this trade account and its failure to deliver orders, and provide refunds, to customers within the required timeframes. There has been no delay or fault on the part of Games Workshop with regard to the dispatch of products to this trade account."

No GW, the combination of TWG being far better when delivering non-GW compared to GW, other people's observation that Physical store nearly never has any GW product in stock and your reported hatred of 3rd party sellers makes me believe that TWG can't deliver GW because you won't give them the product, It's not really their fault [IMO]

That's not GW blaming them for 'refusing to support independent stores'. That's GW blaming them for not supplying customers with the stock they didn't provide in the first place. Which is a situation I imagine a lot of independent retailers find themselves in.

I meant GW was acting as if their lack of support for independents was actually the entire fault of said independent, sorry if you didn't get that.

Oh, I see what you mean now. Fair enough.

As do I, and I agree, but that really wasn't what your first point said. Maybe use a few more of your words in future?

TWG being lousy at delivery times is a fact. GW being at fault for not supplying them is pure conjecture.

 lord_blackfang wrote:
TWG being lousy at delivery times is a fact. GW being at fault for not supplying them is pure conjecture.

Depends if you base that assumption purely on your own experience though. I've heard from two store different owners that GW can be crappy with their stock deliveries, especially concerning new items, and have read the same thing from others on this very forum.

When you consider that quite often those same stores have no trouble at all fulfilling orders from many other companies, then it highlights what the variable is in that relationship. Again, I have heard first-hand about this.

Maybe, maybe not. We're a culture with zero accountability. People shift blame at every opportunity.

I just spent 4 weeks waiting on a Wayland order with no GW stuff in it. They're still selling that one part that they don't have in stock and obviously can't get. Half of that is a supplier issue. The other half is a store selling non-existing stock.

I have to add I've had to cancel a few orders with wayland over the pass year, mostly due to delays, and I can say their customer service staff have been excellent in sorting out my problems.

I miss Maelstrom Games, they as far as I was concerned the best at delivering orders, ordered, payed and the following day posted five to eight days later arrived and I live in Australia. Never had a problem with them.

Guess who took over Maelstrom?

Also what ever happened to Waylands announcement a few days after the GW embargo that WILL set up a ROW (Rest of World) section for GW product, they boasted they found a loophole in the embargo?

 Achaylus72 wrote:
Guess who took over Maelstrom?

Nobody 'took over' Maelstrom. Wayland bought out their debt to their distribution chain and used that leverage to close down a competitor.

I also miss Maelstrom, but let's face it - the way they were doing business, it was never going to last (see Total Wargamer now).

Having said that, I've never had a problem with Wayland, and they're my 'go to guys' for any ranges Troll Trader doesn't carry... or if I'm not buying direct.

From what I heard Maelstrom expanded too quickly, spent a load of money they didn't have, and then when the money influx they were expecting didn't come through, left them with a massive debt that they couldn't recover from.

Also what ever happened to Waylands announcement a few days after the GW embargo that WILL set up a ROW (Rest of World) section for GW product, they boasted they found a loophole in the embargo?

Yes, I remember that.. obviously nothing ever came of it. I'm kind of glad it didn't now (entirely selfishly) as it prompted me to try out a load of games that I might not have otherwise.

There were also accusations that Maelstrom simply diverted a lot of their money into their miniatures wargame that they are producing which left Maelstrom with insufficient funds to function normally.

They went into a bad cycle of having a huge backlog of orders they couldn't pay for; so they kept taking new orders and using that money to ship older orders; which when mounted to the debt they already had at many distributors didn't lessen that debt by much and also meant that new orders were simply ending up heavily delayed.


As for GW cancelling the trading agreement we have to assume that there is more going on than a simple "GW weren't sending enough stock". Indeed we already know that TW had problems with their communications to buyers which is likely what has prompted multiple complaints to GW.

Wayland has always been a bit sluggish with orders, but they've always maintained good customer service and communications. So even if you do have to/want to cancel its a simple quick process (you don't have to hunt and hound them).

giftsforgeeks.org.uk for competitive prices in the UK

Yes it was a pity that Maelstrom mismanaged their business, not only that they mismanaged their business that also that when GW slapped on the embargo Maelstrom suffered.

As I understand it and correct me if I am wrong on this but Maelstrom main customer base was international as it was cheaper to buy off them than say a GW or Indie say here in Australia.

I did the figures on the mark up of Australian prices to what at the time Maelstrom (also Wayland and others that shipped GW products overseas) was charging, the average mark-up was 78.5%.

Also with free postage this made it very cheap and as a customer I took advantage of that. But here is what I was so impressed with Maelstrom.

1, their live stock feed (pre-embargo) was spot on it showed you how much stock they had at any given time, if a product was unavailable it said so.
2, they processed your orders and payments quickly, within an hour and notified you of that with an e-mail giving you the order number and payment number.
3, they posted your order either on the same day or the next day and gave you the tracking number.
4, parcels arrived within 7 days every time, However if were any delays due to weather they notified you on expected delays.

I had nothing but pleasurable experience with Maelstrom.

I have never used Wayland as a customer, and so I did the ring around with folks I know and asked then that I was interested in using Wayland and I was told avoid them like the plague.

Too many told me that they had nothing but headbutting the brick wall experiences, ticket after ticket, email after email with next to no communications and some even called Wayland from here in Australia only to be treaded with contempt.

Also you read it in just about every forum that Wayland that posters say in the majority of have woeful experiences, and even going on the Wayland site itself reading over the last 6 years of customers having to apply for Certificates/Tickets to know what has happened to their order.

It is not just an isolated incident but an avalanche of over the last 6 or so years of thousands of disgruntled customers saying never again, that is why I wont deal with them, I would rather pay the extra 78.5% mark up than deal with Wayland and that is sad.

I have heard stories that Maelstrom suffered a massive drop in turnover due to the international sales ban, but management were unwilling to make the commensurate cut in staffing to reflect that, and tried to soldier on with a massive liability that they couldn't possibly cover, payments got missed, and once you enter that tailspin it is very difficult to pull out from.

I've also heard reports that are decidedly less complementary with regard to intentions and decision making.

I suspect the truth lies somewhere between the two, and only a handful of people will truly know what happened, and even those will have wildly varying perspectives on the events.

For me, I've long since stopped having a single go to retailer for anything, I have no issue with WG, I'm a big fan of Trolltrader and Dark Sphere, I always go into Clifton Road Games in Exeter in person if I can, and one day, when I want something GW, I'll try out Kirton Games (the newest, local(ish) Ondy to me)

Frankly, since I took up X Wing, the main, and often sole, criteria is if they've got it!

I can only say the highest regards and professionalism in the way TrollTrader operates, the lines of communications are excellent and NEVER EVER had fault in them.

Also I have looked over the last three pages and there are some highly regarded alternative sites, i'll take a look at them.


.

Heh, all I can say is that trusting a retailer is like trusting a die. No matter how good you think it is, it's still going to roll a 1 eventually. Sometimes it will even roll a 1 a couple of times in a row.. unlucky, but it rarely means the die itself is defective.

Of course, if you insist on binning a die when it rolls a 1 and proclaiming your love for a different die which has never ever let you down.. well.. you are just setting yourself up to be disappointed later. That, and you are going to get through a lot of dice


..oh, and for the record:

I have ordered from Firestorm several times. They have not let me down yet but they rarely stock the things I want to buy.

I have ordered from TrollTrader several times. They are a little slower, but have not let me down. They often stock the things I want to buy.

I have ordered from Wayland several times. They always offer the things I want to buy but how fast I get my order depends on whether or not it is actually in stock or simply 'available'. I have had an order arrive within a week and on the flip side, my current order has now taken longer than any of my orders from TW.

Best thing about trading with Troll Trader - on ebay at least - is the feedback comments you get

 Achaylus72 wrote:

I have never used Wayland as a customer, and so I did the ring around with folks I know and asked then that I was interested in using Wayland and I was told avoid them like the plague.

Too many told me that they had nothing but headbutting the brick wall experiences, ticket after ticket, email after email with next to no communications and some even called Wayland from here in Australia only to be treaded with contempt.

Also you read it in just about every forum that Wayland that posters say in the majority of have woeful experiences, and even going on the Wayland site itself reading over the last 6 years of customers having to apply for Certificates/Tickets to know what has happened to their order.

It is not just an isolated incident but an avalanche of over the last 6 or so years of thousands of disgruntled customers saying never again, that is why I wont deal with them, I would rather pay the extra 78.5% mark up than deal with Wayland and that is sad.

Achaylus72

A few points you raise I'd like to take a moment to address.

Your comments contain a fair number of sweeping accusations that appear to be based on nothing more than third party allegations. You have not used us yourself and yet seem happy to accuse us of all sorts of shoddy behaviour. We are likely the largest independent wargames retailer in the world. We box up and ship thousands of products each week all over the world and have many thousands of happy customers who shop with us time and again. We provide everything from the latest Games Workshop releases to hard to find or out of print items from small one-man-band manufacturers. We've given several companies their first step into the retail world and have been proud supporters of kickstarters and been the first to bring to market some new ranges for years now.

Let me be clear: We do not treat our customers with contempt.

Why would we?

Its important to remember that forums represent a tiny (albeit vocal) proportion of the community. This can give the distorted impression that opinions and groups in these kind of places carry some kind of significant weight or are a significant proportion of the community. We love all our customers (even the odd one who doesn't love us!) but if the kind of comments found on some forums were even 10% of our customers - we would have been out of business a long time ago.

If you have questions about us, send me a PM. I'm always happy to talk.

lord_blackfang wrote: TWG being lousy at delivery times is a fact.

Not exactly, People who but Mantic products from TWG report not very long delivery times by them.

lord_blackfang wrote: GW being at fault for not supplying them is pure conjecture.

That's kind of why I said it was my opinion....

Wayland are OK on about 80% of things and I've never had any problems with them, although I try and use my LGS wherever possible anyway

TWG - is this slang abbreviation for total w?????r , they are creating problems of their own design with stupid discounts almost at cost and no infrastructure or funding to back them up in case of any problems. From what I've heard other companies also no longer supply them as well as GW so it's clearly more of a issue with TWG themselves any probably money as well as complaints which would stop them being supplied. Most companies would only cease supply if there are serious issues with a customer so it must be bad.

People moan about Wayland but they seem pretty up front and anyway there are always going to be some issues when buying over the internet with stock control etc. Overall though the majority response to Wayland seems favourable although there are plenty of others to choose from if anyone has any issues.

Just my two pennies worth!

 SoulDrinker wrote:
Wayland are OK on about 80% of things and I've never had any problems with them, although I try and use my LGS wherever possible anyway

People moan about Wayland but they seem pretty up front and anyway there are always going to be some issues when buying over the internet with stock control etc. Overall though the majority response to Wayland seems favourable although there are plenty of others to choose from if anyone has any issues.

Hi SoulDrinker,

We will always be upfront and honest about orders our customer have with us. As we have said before we feel that we are one of, if not the most open company in the industry. We welcome anyone who has a question regarding their order to contact us either through our helpdesk ( http://waylandgames.freshdesk.com/support/home ). our live chat system or over the phone.

We are always willing to help in anyway that we can.

Regards
Jake@Wayland

Just my two penneth worth. A week last tuesday I ordered a Malifaux model that was part of their summer sale. Three were in stock and ready to ship. I actually declined to purchase two other models as they were awaiting stock. I received the model just three days later on the friday, and that was with 2nd class delivery. Thought that was really good service.

I have had issues with them in the past with GW kits but this experience makes me want to use Wayland again providing I check that what I want is in stock and ready to ship.

Well, 10 days along and I just got the 'unfortunately we are still waiting on your products to arrive at our warehouse' email.

All I ordered were a couple of Forgefiends/Maulerfiends & some foam trays.

Honestly, I'm not in a massive rush & I understand Weyland's issues but for the sake of saving a few quid I'll be going into brick and mortar stores from now on. This just isn't worth the hastle.

I tend to use Wayland if its something I'm not in a hurry to get. I have always got what I ordered but it is rarely fast delivery.

Wayland's big appeal is its wide range of stock and reasonable reliability but its too slow for it to be my first choice.


Automatically Appended Next Post:

Malefic666 wrote:

Honestly, I'm not in a massive rush & I understand Weyland's issues but for the sake of saving a few quid I'll be going into brick and mortar stores from now on. This just isn't worth the hastle.

I have always had good service from Triple Helix and they do a -25% discount on GW stuff.

Yeah, Wayland are still a damn good site. Best reliable discount site I've found.

My personal experience is that if you're buying items that are in stock, Wayland seems to manage send items by the end of next working day. That is fast enough for me.

Some other companies I've used regularly are slightly faster (reacting within hour or max 2 within office hours), but that only makes 1 day difference, and not even that in all cases.

Well, I've got to give credit where credit is due - Weyland Games customer services are absolutely top notch, superb and very fast. I just wish they would email customers when a large order worth hundreds of pounds is being held up by one £3 item. I would much rather cancel that one offending item & take store credit or a refund.

Maybe something to think about Weyland?

Mal.

Why have we got two threads on this? We don't want the defendobots getting tired from having to deflect in two places

Fortunately our defendobots are given life by the Creation Matrix and are more than capable of dealing with multiple threads. If it gets really serious they can also combine to form Wayland-Maximus.

That said, I appreciate perhaps a single thread would suffice.

Maybe a single one titled 'Wayland Games - the Greatest Thing Since Sliced Bread?' would do?


Automatically Appended Next Post:

Malefic666 wrote:
Well, I've got to give credit where credit is due - Weyland Games customer services are absolutely top notch, superb and very fast. I just wish they would email customers when a large order worth hundreds of pounds is being held up by one £3 item. I would much rather cancel that one offending item & take store credit or a refund.

Maybe something to think about Weyland?

Mal.

Absolutely, in fact I've been having a discussion about something along those lines earlier this morning. I am aware it is an issue and we are looking into a practical long term solution that would enable us to get deliveries out to our customers more speedily without adversely affecting the costs of postage or the products. Thanks for your comments!

Talk to Firestorm, they do that perfectly

So the main issue is that 25% of not in stock items end up not shipping within 9 days. So one out of four people are going to be waiting longer than they were told. Then add in the fact that when people have negative experiences they are far more likely to both remember them and tell others about them.

It shouldn't surprise any that every wayland thread gets flooded with stories about waiting. All you have to do is be a regular customer and four orders in, there's a pretty good chance you'll have a delay experience. And you'll remember it. And are more likely to talk about it.

I get that Wayland wants people to place their orders and if it said something like "out of stock, will be ordered in" in yellow or red or whatever, people are probably less likely to order. And when they do order, 3 out of 4 times they get the stuff in and ship it on time.

Those 1 out of 4 add up though. And "we're working on it" while leaving up the statement that it will usually ship in 9 business days when people know it won't strikes people as being dishonest. Having "25% chance of order delays" as the stock status would certainly be more honest, but it's not exactly something a store wants to say about their process.

I don't know what they should say to let people have more realistic explanations about shipping times that won't also negatively impact sales.

But a full quarter of items having significant delays? "We're working on it" isn't really good enough of an answer for that.

Times I've ordered stuff in stock: ship immediately and everything is great
Times I've ordered stuff that's "available": weeks waiting for stock

After a couple delays in a row (which can easily happen if one out of four orders are delayed) I just stopped ordering. I'm sure for every one of me, there's a person who has had no delays on multiple orders (which can also easily happen if three out of four are not delayed), but the difference is that I'm here telling people about how you should expect delays if you order from Wayland and it's not actually confirmed as being in stock.

---

 Ratius wrote:
About to put a major order in with Wayland and wanted any advice/views on them.

Note: I have used them before but it was a while ago. The order was a bit slow arriving but everything came and there were no issues. This was probably circa 2011 though.

All still good of late?

Go somewhere else.

FRP Games is who I use. The sales section is pretty good.

I placed an order last Tuesday for £150 worth of Dropzone Commander and Warzone stuff and it arrived this morning, so effectively in 4 working days. That is by far my fastest Wayland order and is possibly my fastest wargaming order.

@palindrome try element games, when I order in stock items (accurately listed unlike some) before midday it 99% of the time arrives the next day. With free shopping over £80 and a loyalty scheme that saves you money towards future purchases and easy contact via twitter, email and phones they are excellent.

+1 for Element, same experience as above, also 4tk and the outpost, who have a system like waylandgames but they email you about delays and an update each week, plus free postage over £30 and no magical exclusions to that either.....

Wayland used to be my go to but the shipping times were pretty ridiculous compared to what most companies can do. Dark Sphere and Element are the ones I use now, Dark Sphere tends to be a bit cheaper but Element has a bigger range, but both tend to get it to you in a couple of days.

UNCLEBADTOUCH wrote:
@palindrome try element games, when I order in stock items (accurately listed unlike some) before midday it 99% of the time arrives the next day. With free shopping over £80 and a loyalty scheme that saves you money towards future purchases and easy contact via twitter, email and phones they are excellent.

They don't stock Warzone. The range of Wayland's stock has been its strong suite for years.

@palindrome drop them a line and I'm sure they will take a look into it.

/Sigh

Fell into the trap of ordering from them. 1st time customer.
Ordered 4 Zombicide items, all listed as "Available (Typically ships in 3-9 working days)"
This Friday will be a month waiting. :-(

/Sigh again.

I've only ordered once with them. I ordered a range of minis not realizing the key differences between their "In Stock" and "Available" distinctions.

The odd thing was I started receiving an email every couple days saying a new item from my order was unavailable and asking if I'd like to replace it.

It struck me that as I waited on the odd item from my order to be restocked they were selling the items they did have in stock from my order.

I will say this, when my patience ran out they were very quick and professional about refunding me.

I think the big gripe with Weyland is the difference between 'Available' and 'In Stock'. Surely if it's an item that needs ordering (and could potentially be missed/late/out of stock) it's not strictly available is it!?...

Element are great (North of UK around Manchester I've had next day deliveries) but they often don't have stuff in stock (40K). Which makes me wonder, are they having a hard time getting stock from GW?

Mal GW has a huge stock range, many smaller stores simply do not have the shelf space nor the financial overhead to keep a large amount of it in stock at all times. Even a giant like Wayland has a lot of items that they order through and they've a big income and warehouse.

It makes more sense for the stores to hold less stock and cycle what they do have through quicker so that they are holding less dead weight; plus if they've a smaller operation site space might also be an issue

Malefic666 wrote:
I think the big gripe with Weyland is the difference between 'Available' and 'In Stock'. Surely if it's an item that needs ordering (and could potentially be missed/late/out of stock) it's not strictly available is it!?...

Yep. it's available for you to order, as it's still in production.

I still occasionally order from WG but there are two points that bother me with their business model...

1. If you have a complex order with a lot of different "available" they do not reserve the items that they have "in stock" at the time of placing the order. This can, if you are unlucky, make you wait over and over again for different products to come into stock. The practice was confirmed when I contacted them and I understand that it would be a huuuge amount of stock just waiting on other items. They where honest about this and I respect that, I do not agree that it's a good way to go about it but we can agree to disagree. So, when I order things nowadays I stick to smaller orders.

2. The free shipping campaigns have, as far as I have seen, a condition that they item cannot be "bulky". Now, since quite a few of the items I tend to want are listed as bulky I have not been able to use them. I find this very annoying but I can understand why it is done this way. Shipping can be very expensive when you step up a size or two.

SUGGESTION:

When it comes to the free shipping, wouldn't it be possible to have the free shipping convert to a discount on shipping if the order contains a bulky item. This way the cost for WG will be under control and still let us use the deals thus supporting our need for plastic crack.

The last time I ran into a problem with this was when I wanted to order the 7th Ed 40k Rulebook. Due to shipping the book was actually quite a bit cheaper to order directly from GW (from where I would have free shipping)

I am pretty much happy to wait for my order items to get stocked, especially if I have ordered stuff from a number of different manufacturers. What is actually annoying me is the way the delay is communicated - items listed as "typically ships in 3-9 days" are due in 35+ days, which is something I learned only after filing a support ticket. I do not give a thing if it takes two months or more to stock, as I want some pretty uncommon goods, but I would like to know beforehand that the delay might be well beyond what is listed in on the site. In my country this would lay a base to file a complaint to Association for Consumer Protection for misleading or incomplete information.

Wayland have a unique offer within Europe and it's a real shame the communication is a bit strange, at least in my case. I am sure Jake will offer a different opinion, but this is my personal feeling about my order. I am sure there are tens of thousands of happy customers, but I am yet to become one, if ever.

I have waited 5 months for 30 vestals of nemesis (avatars of war) from Wayland. Now they tell me that the boxes only hold 20 models. They are trying to weasel out of their obligation to send me the 30 that I paid for.
It's not my fault that they deal with AoW and they acknowledge that AoW often change delivery dates and specs.
So why put out advance orders from a supplier who is inept?

I have already kicked Total Wargamer into touch for being useless, can WG persuade me not to follow suit and provide some decent customer service?

We can but wait.

 Riquende wrote:

Malefic666 wrote:
I think the big gripe with Weyland is the difference between 'Available' and 'In Stock'. Surely if it's an item that needs ordering (and could potentially be missed/late/out of stock) it's not strictly available is it!?...

Yep. it's available for you to order, as it's still in production.

Available to order and wait weeks to months for it, yeah... Sounds great! This thread is a testament to the fact that just because something is available to order it doesn't mean it is in fact available at all.

Bottom line, in stock / not in stock would stop duping customers into paying for things they either wait too long for or never get.

Malefic666 wrote:

 Riquende wrote:

Malefic666 wrote:
I think the big gripe with Weyland is the difference between 'Available' and 'In Stock'. Surely if it's an item that needs ordering (and could potentially be missed/late/out of stock) it's not strictly available is it!?...

Yep. it's available for you to order, as it's still in production.

Available to order and wait weeks to months for it, yeah... Sounds great! This thread is a testament to the fact that just because something is available to order it doesn't mean it is in fact available at all.

Bottom line, in stock / not in stock would stop duping customers into paying for things they either wait too long for or never get.

Dunno mate, never waited more than a few days for any of my orders. Why would you wait months? If it ever went over 2 weeks, I'd be after a refund.

How are wayland for paints? Was thinking of doing a mixed order with some paints in, and given the hassle royal mail kick up over it i'm wondering if it's worth it or not...

 doc1234 wrote:
How are wayland for paints? Was thinking of doing a mixed order with some paints in, and given the hassle royal mail kick up over it i'm wondering if it's worth it or not...

Haven't ordered any paint from Wayland in over a year but element games are great for paint.

 Riquende wrote:

Malefic666 wrote:

 Riquende wrote:

Malefic666 wrote:
I think the big gripe with Weyland is the difference between 'Available' and 'In Stock'. Surely if it's an item that needs ordering (and could potentially be missed/late/out of stock) it's not strictly available is it!?...

Yep. it's available for you to order, as it's still in production.

Available to order and wait weeks to months for it, yeah... Sounds great! This thread is a testament to the fact that just because something is available to order it doesn't mean it is in fact available at all.

Bottom line, in stock / not in stock would stop duping customers into paying for things they either wait too long for or never get.

Dunno mate, never waited more than a few days for any of my orders. Why would you wait months? If it ever went over 2 weeks, I'd be after a refund.

4 weeks I waited on items that were 'available' or 'in stock'. It took me to contact them to find out one item was missing from my order because of a stock mistake. Frustrating, though as I said earlier I can't fault their customer service guy, he was pretty cool.

2 things I hate, 1) not being contacted by a company when an order is overdue, 2) having one little item hold up a big order. Though I assume Weyland is going to do something about the latter issue.

Well my paints arrived, all 5 pots. The copy of Love Letter I added in however didn't, and isn't on the invoice. Should be interesting to see how this goes...

I sent them an email and got told Love Letter (the bagged version) is no longer available. On top of graciously allowing me to buy myself store credit rather than letting me know before my order shipped, Love Letter is still listed as available on the store. So much for that...

Placed orders to a value of just under £350 last night to take advantage of their summer sale discounts (additional 5% off + free p&p), will let you know how it goes. Spoke to some of their customer service people and they were very helpful so thumbs up so far.

Hey look - and now they delayed 600+ US customers all in one fell swoop by screwing up paperwork on the Battle Systems Kickstarter.

Sounds like they're consistent, if nothing else.

 SavageRobby wrote:

Hey look - and now they delayed 600+ US customers all in one fell swoop by screwing up paperwork on the Battle Systems Kickstarter.

Sounds like they're consistent, if nothing else.

Hi SavageRobby,

Working out the logistics for 500+ shipments to the US, for the best price possible to keep the costs down for all the backers, has been a very challenging process and we have had to explore shipping methods that are not part of our day to day routine. We have had a slight delay with the shipment to the US but I'm sure that all the US backers will agree that the price they have paid for shipping has been very reasonable, especially when they get their very heavy packages shortly.

Regards
Jake @ Wayland

Jake,

I don't really want to get in a pissing match with you, and I don't disagree that there are probably logistical issues, but to hear the BS guys tell it - and they've proven over the last year to be honest to fault, while Wayland ... hasn't - they were told on the 28th that the pallets had left your possession and were on a plane, set to be delivered to the US (and then ready for individual shipping) by the 1st. Then they were told on the 2nd that they hadn't shipped yet, and actually, weren't even on the plane - which is when they told the backers. (And this is all after receiving a shipping notice - which apparently didn't actually mean it shipped - from you three weeks ago.)

Perhaps you can understand that hearing about delays nearly a week after being told things were moving is unacceptable - at best. At worst, someone lied. I'm sure someone in your org knew that something was amiss at some point before the 2nd. But considering your reported history of less than forthright business practices, I'm sure you can see where the skepticism and frustration lies. <shrug>


And in the end, low cost doesn't excuse poor service and communication, as you seem to be implying.

I just ordered a punch of coat de arms paints from them 1.20 a paint is a bargain. Will let everyone know how it goes. I don't mind waiting for an order as long as I am informed.

Can anyone say they were honestly surprised with that delay? Wayland have problem getting small things to people reliably, let alone a big project like that.

 granander wrote:
I still occasionally order from WG but there are two points that bother me with their business model...

1. If you have a complex order with a lot of different "available" they do not reserve the items that they have "in stock" at the time of placing the order. This can, if you are unlucky, make you wait over and over again for different products to come into stock. The practice was confirmed when I contacted them and I understand that it would be a huuuge amount of stock just waiting on other items. They where honest about this and I respect that, I do not agree that it's a good way to go about it but we can agree to disagree. So, when I order things nowadays I stick to smaller orders.

Yeah this point can be a bit annoying. Since they don't appear to allocate stock at the time an order is placed I currently find myself in exactly this situation with several of my orders.. where I'm waiting on one or two "Available" items in each order, but the stock levels for the other items are low and could well run out by the time the 'missing' items finally show up. Waiting for all the stock to be in the warehouse at the same time is like like waiting for the stars to be in perfect alignment and it can be a little frustrating

Do wayland ever clear the webstore up? Theres a ton of stuff with no products listed under them.


Automatically Appended Next Post:
Also when did they stop offering delivery via royal mail? Only delivery options are Courier now...

 doc1234 wrote:
Do wayland ever clear the webstore up? Theres a ton of stuff with no products listed under them.


Automatically Appended Next Post:
Also when did they stop offering delivery via royal mail? Only delivery options are Courier now...

There was something sent out a while ago about Wayland looking into alternative options to RM due to RM destroying whole packages if they detect paint (or maybe leaks). Last time I ordered from Wayland it was a bulky item, and the time before that it included spraypaint, so I've had to use courier shipping anyway, not noticed any lack of options.

From a customer services perspective Element games are pissing all over Wayland. I know which one gets my dosh nowadays.

I basically only get paints and painting extras (varnish, mediums etc), from Wayland these days as they're the only things they ever actually have in stock.

Not a fan of effectively asking someone else to order things I want from several different companies for the privilege of them putting it all in the same box 2 months down the line.

 doc1234 wrote:
Can anyone say they were honestly surprised with that delay? Wayland have problem getting small things to people reliably, let alone a big project like that.

... and still waiting.

 SavageRobby wrote:

 doc1234 wrote:
Can anyone say they were honestly surprised with that delay? Wayland have problem getting small things to people reliably, let alone a big project like that.

... and still waiting.

Hi Savage Robby,

The packages are all with our US shipping partner as of Friday and they began processing yesterday. We are in constant contact to ensure that the sets get shipped as soon as they can

Regards
Jake @ Wayland

 Jake-Wayland wrote:

 SavageRobby wrote:

 doc1234 wrote:
Can anyone say they were honestly surprised with that delay? Wayland have problem getting small things to people reliably, let alone a big project like that.

... and still waiting.

Hi Savage Robby,

The packages are all with our US shipping partner as of Friday and they began processing yesterday. We are in constant contact to ensure that the sets get shipped as soon as they can

Regards
Jake @ Wayland

Which says just about nothing new. How about something substantive instead of a weak attempt at deflection. What does "processing" mean? Does it mean another paperwork SNAFU? Does it mean moving from one pallet to another? Or does it mean they're actually shipping them? How are they being shipping and through whom? How many are they going to ship a day?

Processing means that your reward is in the US and is being broken down from the large pallets it crossed the ocean on into smaller groups to then be sent throughout North America. Our latest information is that North American backers should receive a weighty boxes of goodies from the start of next week.

Hey stuart. Do you know roughly how long it takes you guys to get stock in from Corvus Belle? Been waiting on an order of paints for nearly two weeks now and it seems the single infinity model in the order is delaying the whole thing.

Thanks

Carl

 carlos13th wrote:
Hey stuart. Do you know roughly how long it takes you guys to get stock in from Corvus Belle? Been waiting on an order of paints for nearly two weeks now and it seems the single infinity model in the order is delaying the whole thing.

Thanks

Carl

Hi Carl,

Please contact our helpdesk and we will be able to discuss your order in detail. http://waylandgames.freshdesk.com/support/home.

Regards
Jake

Thanks mate

Wayland is tormenting me now.

I've not bought stuff in a while so they sent me two "10% further off" deals in the emails (once at the start and once at the end of November). Sadly both were 48 hour only codes and I wasn't in a position to use either (I'm assuming, of course, that use of the first would have meant the second never came either).

So now I'm sitting here twiddling my thumbs wondering if they'll keep sending them and if so, when - because if they put an offer on the table once chances are they might again and I'd rather like another 10% off if they are handing it out.

I've hated them for years, try Dark Sphere or Element Games. Dark Sphere have never been less than perfect in my experience

 Overread wrote:
Wayland is tormenting me now.

I've not bought stuff in a while so they sent me two "10% further off" deals in the emails (once at the start and once at the end of November). Sadly both were 48 hour only codes and I wasn't in a position to use either (I'm assuming, of course, that use of the first would have meant the second never came either).

So now I'm sitting here twiddling my thumbs wondering if they'll keep sending them and if so, when - because if they put an offer on the table once chances are they might again and I'd rather like another 10% off if they are handing it out.

I got one of those and went to pickup some stuff but one item was listed as unavailable. At this point, I'd convinced myself I really wanted one of the items on the order. So, thanks to Wayland's helpful prompting, Troll Trader got some extra business that day!

I admit the extra 10% roped me in again and I made an order.

It's already almost time for them to send the first excuse email.

EDIT: Day 18, second excuse email received.