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Wayland has suffered what every successful enterprise struggles with, scaling up. Finding quality personnel that isn't expensive is difficult at best.

I've been buying from Wayland since it was started. Eventually issues arose that stuff that was in stock wasn't. Stuff that needed to be ordered took months. A 'normal' GW order could take a month+ to get shipped. Untracked packages got lost, support gives conflicting instructions about procedures. Jumping through hoops to get a missing package replaced (had to sent a physical letter).

After a while GW corrected pricing, Wayland gave less of a discount, and a local webstore had good pricing: http://tabletopminiaturegames.eu/

They still had the same issues with ordering stuff that wasn't GW (issues with Infinity and PP that wasn't in stock). Then we had a lower GBP, TMG.eu gave less of a discount and Wayland reinstated their 20% discount and I went back to Wayland.

Issues I've had in the last 5 months with 12 orders:
1x missing package after a month (WG => call after a week)
1x package a week late, arrived after 10 days (WG => call after a month)
1x my infinity order for Operation: Red Veil shipped last week, still in transit.
1x my Warmachine/Hordes Mk.3 order was quite late and not everything was delivered in one go.
Of the 8 other orders one hasn't shipped yet (ordered it last night) and one is transit

Wayland is great if your not in a hurry. If you are, order elsewhere...

Cergorach wrote:
Wayland has suffered what every successful enterprise struggles with, scaling up. Finding quality personnel that isn't expensive is difficult at best.

I've been buying from Wayland since it was started. Eventually issues arose that stuff that was in stock wasn't. Stuff that needed to be ordered took months. A 'normal' GW order could take a month+ to get shipped. Untracked packages got lost, support gives conflicting instructions about procedures. Jumping through hoops to get a missing package replaced (had to sent a physical letter).

After a while GW corrected pricing, Wayland gave less of a discount, and a local webstore had good pricing: http://tabletopminiaturegames.eu/

They still had the same issues with ordering stuff that wasn't GW (issues with Infinity and PP that wasn't in stock). Then we had a lower GBP, TMG.eu gave less of a discount and Wayland reinstated their 20% discount and I went back to Wayland.

Issues I've had in the last 5 months with 12 orders:
1x missing package after a month (WG => call after a week)
1x package a week late, arrived after 10 days (WG => call after a month)
1x my infinity order for Operation: Red Veil shipped last week, still in transit.
1x my Warmachine/Hordes Mk.3 order was quite late and not everything was delivered in one go.
Of the 8 other orders one hasn't shipped yet (ordered it last night) and one is transit

Wayland is great if your not in a hurry. If you are, order elsewhere...

Hiya, just want to pipe in on this

We used to be able to claim for missing packages from RM and part of the process required that the customer put the statement that their order was missing in writing. Royal Mail used to claim that they wrote to anyone we put in a claim for, they didnt they lied but would just refuse all claims, until we put the letter requirement in place,,, we still only recovered a fraction of the cost in place. Now all we need in writing in a support ticket that the parcel has not been received and replacements will be sent, and the timescale for doing so is generally 4 weeks though that can depend on locations and at least an attempt for the customer to reasonably check if it has arrived, been delivered to next door, or being held at a post office. That said about 80% of what we send is couriered these days so has tracking.

We dont ourselves have issues with scaling, its the environment around us. A large retailer in this industry makes significant demands on supply chains, sometimes beyond that which they can cope and or handle. We try and work with everyone communicating in as advance as possible but sometimes issues occur, BTW Red Veil shipped Friday afternoon so should be with you in the Netherlands any moment. And MK3 Warmachine, we had on launch a fraction of the stock we needed as did most other retailers. Annoying we know, especially as we had communicated numbers way in advance. The production capabilities and supply chain of this industry stilll isnt anywhere near what it should be,

IF you purchase something on our website before 3pm, even later in reality it should be packed and out the door that day and I absolutely guarantee that we have far more in stock lines than anyone else in the UK and Europe. Our main warehouse is pretty much full now and we are adding a second level in the next few months in addition to the bulk storage warehouse next door for items we keep hundreds of.. If it isnt in stock and is in one for the top 20-30 ranges, it almost certainly is on order from a distro or manufacturer but we sometimes find some particular items take longer to restock. You can also now see in your account exactly what might be holding an order, and we I think are much better at sending updates when we get news of an issue or delay somewhere.

Hi Richard! ;-)

I got the distinct feeling that when Wayland got big fast, at certain times there was a lack of... Shall we say, the same level of service that I was used to when you folks were smaller. There were also certain issues with stock management and let's not speak about the new website project... ;-)

That said, you might want to look into automatic updates to customers with certain products still in backorder. I remember the WGF Shock Troopers were I had to check every month myself with support to get a status update. I myself are in the (IT) support industry and I know what a pain it is to keep everyone updated manually, but if you can somehow automate something like that, it generates a ton of customer satisfaction, even if the product is late(r then expected).

The distributor issues I can completely understand, even for tiny webstores it has always been a challenge to get what you ordered in a timely fashion from the distributor. I think GW has an advantage there, you can directly order from them and the produce almost everything themselves in the UK. Things like Warmachine/Hordes (US) and Infinity (Spain), might take a tad longer...

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 Scott-S6 wrote:

 Son_of_corax wrote:
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You appear to have everything being sold for less than MSRP marked as "sale".

Where/when do/did you sell them for full MSRP?

Everything is always less than RRP it a new website that we have implemented.

With that we decided to show people the RRP and what we sell it at to emphasise the difference.

Though we are making constant updates to the look and feel of the website, it is a gradual and constant process to achieve the best flow.