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If you have any worries, pick the "cash on delivery" option they offer.

Zero risk, you pay the courier when the items arrive at your door.

yeah,
My FFG x-wing wave3 arrived 13 days after launch day.
RoyalMail took 7 days to deliver.

Panic...

I had a massive problem with this company. It is quoted in a previous reply, & also another thread.

Eventually got it sorted, cancelled the order & got a refund, but it took months.... I went down lots of avenues, threatened to call trading standards, & even contacted my bank to cancel the payment.

Got it sorted in the end by going on their facebook page & slating them A LOT. This was recommended by a friend. Got a reply in 10 mins, got my refund 2 days later. Never using them again. Only ever going to use Gifts for geeks or Dark Sphere from now on.

A mixed result here. I ordered some stuff from their clearance a while ago, Quarriors expansion and some Mantic minis. The mantic minis arrived after about 3 weeks, but the quarriors expansion still hasn't arrived about 3 months later.

Sadly for them, I work in the legal industry, so if my dice don't arrive soon I am going to start getting annoyed...

Anyone had problem ordering LotR stuff? I have ordered non-gw stuff before without problems but I have heard the horror stories about GW orders so I thought I check first.

Yeah I placed an lotr order on the 2nd of september. Since its from GW, I think it gets the same treatment as 40k.

had lots of problems with this place too.

Was tempted by the large discount like many people and ended up waiting ages and eventually having to demand a refund.

I ordered some stuff in June for any early august tourney, waited a month with no movement so cancelled and bought elsewhere. They processed my cancellation within 2 weeks but it took about 2 months to get the money to me, perhaps they payed my bank in pennies that they polished to super shine to say extra sorry?

I eventually got my money back via a 'Disputed Payment' with my credit card company.

However, one thing that did get me wondering is, what is 'worse' for a company? Forking out the refund payment quickly, or the customer having to go to his credit card company for it?

Basically, I'm trying to work out what game a company could be playing by being so shifty about refunds.

Having the CC company involved would be the worst thing as they not only loose the money but also incur possible extra costs, possible loss of their ability to accept CCs

but depending on their cash flow it could be the only thing they could do

or possibly they believed they could win the dispute,

or even just forgot about it

If its not gw you're usually fine. A lot of online companies at the minute are really bad. A lot of people recommended gifts for geeks and well that was a worse experience than using total wargamer

Motograter wrote:
If its not gw you're usually fine. A lot of online companies at the minute are really bad. A lot of people recommended gifts for geeks and well that was a worse experience than using total wargamer

I find that hard to believe about gifts.

Made my first order for 7 items. Everyone shown as in stock. Week later i drop them an e mail 4 days go by they send a e mail back saying they are splitting my order as not all the items are in stock. So 3 models arrive. 2 weeks later i mail again as I was told stock would be in. No reply for 2 weeks during which time I sent 3 more e mails without response. Another week goes by and nothing. I message again one item is sent out, now I have 4 out of 7. I ask for a refund for 2 weeks. Middle of week 3 I finally had a response.

It maybe hard to believe but it happens.

Waylandgames are also getting suspicious in that they have extended their Free Shipping order till Christmas this year. Their store has never had Free Shipping for such long periods of time. I placed an order 2 weeks ago and no response till now.

I'm guessing GW is really starting to crack down on all indie retailers by delaying shipment to them. Their hope is that customers will soon get fed up and think that if they want a fast delivery, GW direct is the only way to go, and will flock back to them.

 Sir Arun wrote:
Waylandgames are also getting suspicious in that they have extended their Free Shipping order till Christmas this year. Their store has never had Free Shipping for such long periods of time. I placed an order 2 weeks ago and no response till now.

I'm guessing GW is really starting to crack down on all indie retailers by delaying shipment to them. Their hope is that customers will soon get fed up and think that if they want a fast delivery, GW direct is the only way to go, and will flock back to them.

Workshop told the Indys to stop offering large discounts online or face delays / stoppage of orders over 6 months ago . And several Indys argued semantics and picked loopholes to exploit , so GW rewrote the terms and conditions and then actually enforced them

Motograter wrote:
Made my first order for 7 items. Everyone shown as in stock. Week later i drop them an e mail 4 days go by they send a e mail back saying they are splitting my order as not all the items are in stock. So 3 models arrive. 2 weeks later i mail again as I was told stock would be in. No reply for 2 weeks during which time I sent 3 more e mails without response. Another week goes by and nothing. I message again one item is sent out, now I have 4 out of 7. I ask for a refund for 2 weeks. Middle of week 3 I finally had a response.

It maybe hard to believe but it happens.

When was this? If you don't mind me asking.

Firestorm games are a good place for GW. Always honest about their stock levels, emails answered in minutes, and 5% off so worth it if you are buying a decent amount.

I placed an order with TW when they had their 30% discount weekend (I ordered 3 boxes of wraithguard).

Finally got bored of waiting after about 6 weeks and eventually got my refund.

If they can't manage to get stock levels right especially when they have a special offer running, don't do the offers!

Also their communications are shockingly slow (even by email) and you can never get them on the phone.

I will stick to gifts for geeks or triple helix from now on.

Terrible company, gave them a second chance recently after trying them a while ago and ending up cancelling the order.

Chased after a week and got the same copy/paste nonsense as last time:

We have had some supply issues over the past couple of months.

A large delivery is coming in a few days and we expect all outstanding orders to be fulfilled once it arrives.

Once this does come in delivery will be within a couple of days.

If this is too late for you, you may request an order cancellation by logging in to our support system here: http://support.totalwargamer.co.uk

Very sorry for the delay.

Regards,

Paul
TW Support

Last time, that delivery never came, and i got similar copy/paste nonsense every time chasing it, mainly through facebook, which theyve taken down now.

Order cancelled, re-ordered (and received) with Dark Sphere, now waiting to see when the refund comes. It took about a week last time, so not too worried, but dont know why they do this when they clearly dont hold stock. Their 30% sales appear to be every wreekend now, and then every Monday says extended until Tuesday..

Dark Spehere are great, highly recommend them insted of these idiots.

That's precisely the pattern that maelstrom had just prior to going pop.

Eldercaveman wrote:

Motograter wrote:
Made my first order for 7 items. Everyone shown as in stock. Week later i drop them an e mail 4 days go by they send a e mail back saying they are splitting my order as not all the items are in stock. So 3 models arrive. 2 weeks later i mail again as I was told stock would be in. No reply for 2 weeks during which time I sent 3 more e mails without response. Another week goes by and nothing. I message again one item is sent out, now I have 4 out of 7. I ask for a refund for 2 weeks. Middle of week 3 I finally had a response.

It maybe hard to believe but it happens.

When was this? If you don't mind me asking.

Just over a month ago

Avoid like the plague IMO.

I waited months for GW models, they never turned up, they never even answered the phone to me, American Express got my money back in the end.

Oh wow. Totalwargamer really have pulled a GW and dropped their facebook page.

Now the only thing that comes up on it is the Total Wargamer Complaints group page! (PS: Join that for more horror stories)

Motograter wrote:

Eldercaveman wrote:

Motograter wrote:
Made my first order for 7 items. Everyone shown as in stock. Week later i drop them an e mail 4 days go by they send a e mail back saying they are splitting my order as not all the items are in stock. So 3 models arrive. 2 weeks later i mail again as I was told stock would be in. No reply for 2 weeks during which time I sent 3 more e mails without response. Another week goes by and nothing. I message again one item is sent out, now I have 4 out of 7. I ask for a refund for 2 weeks. Middle of week 3 I finally had a response.

It maybe hard to believe but it happens.

When was this? If you don't mind me asking.

Just over a month ago

Given the time scale you have given above that would be when Dustin (store manager) was away, which whilst not excusing, could explain the situation you had.

I have also had trouble. My local store didn't have stock so I placed a small order a while back, and though it took longer than expected, the items all arrived with a couple of weeks.
So i later placed a larger order, but after two weeks there was no item so i asked them where my item was, they replied:

We have had some supply issues over the past couple of months.
A large delivery is coming in a few days and we expect all outstanding orders to be fulfilled once it arrives.
Once this does come in delivery will be within a couple of days.
If this is too late for you, you may request an order cancellation by logging in to our support system here: http://support.totalwargamer.co.uk
Very sorry for the delay.

So, i cancelled my order.
I later asked when my money was going to be refunded, also i said that on the website some items are unavailable at the moment, this gives the impression that all other stuff IS available.
I told them i was disappointed as items that are out of stock should not be sold, unless the customer is aware of the delay. Is there a way of checking availability.
to which they replied:

Refunds typically take 3-5 working days to clear.

Sorry for the issues you have had with this order.

So they Basically didn't really read or care about what i had to say. I am still awaiting my money.
While they may have better prices than a lot of other retailers, is it worth risking it for a few extra % off?
Doubt it. I'll just wait til its in stock in my local.

Dudes are just scumbags.

I purchased 2 x boxes of Exemplar Errants in their sale and they send 2 light warjacks.

I emailed them about it, they got back to me same day (seems like great customer service) saying they'll send it the next weekday.

I received an email on that day saying the models had been dispatched.

Nothing for two weeks, email them again asking whats going on, no reply... Email them two more times before I get a reply saying "these models are out of stock, return the incorrect models and we'll refund you".

They're still selling them on their website, if I ordered them at full price I'm sure I'd get them in next to no time.

Their explanations are terrible and so is their customer service, its all lies, I just want my models as they were selling them for 60% off of RRP. I'm willing to wait if they don't have them instock but I get the feeling they labelled the wrong models on their site with the sale and won't accept responsibility for it.

Makes me want to go back to purchasing from Wayland at least they tell me if they're going to mess me about.

I've ordered from them and experienced the same problems everyone else has. They take payment, order stays processed for entire delivery time while I get e-mails saying to wait for normal shipping time to expire. Then I complain and EVENTUALLY I get a full refund.

I won't be using them again, which is a shame because they delivered my Hordes two-player box in less than a week. (It came so quickly that I had no idea what would be waiting for me at the Royal Mail sorting office.)

Still no refund a week after cancelling, their response on email:

Refunds can take a little longer than the period we stated - please see this link: http://www.ehow.com/info_8511456_do-credit-cards-long-refund.html

Paul

Brilliant copy and paste reply pointing to an ehow article. Great stuff.

This was about 80 quid and annoying but not the end of the world, if id ordered hundreds/thousands(?!) worth then i'd be very worried (and stupid).

I guess anyone with outstandings could just go into their shop and "recover" their moneys worth in stock they have (If any?!) on the shelves..

I got my product when I threatened to drive over to the store and sort it out face to face. I said I would kick up as much fuss as possible in store until I had the money in my hand or the product.

They sent a Broadside the next day. You really shouldn't have to threaten a company on facebook to get a resolution.

The Division Of Joy wrote:
I got my product when I threatened to drive over to the store and sort it out face to face. I said I would kick up as much fuss as possible in store until I had the money in my hand or the product.

They sent a Broadside the next day. You really shouldn't have to threaten a company on facebook to get a resolution.

I think your onto something there, they look at the order total and the distance we need to drive if we wanted to rob them up. If it would cost us more in petrol they just mug us off.