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Made in us
Painting Within the Lines




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




United Kingdom

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!

This message was edited 1 time. Last update was at 2014/07/17 10:10:50


 
   
Made in gb
Painting Within the Lines




Talk to Firestorm, they do that perfectly
   
Made in ca
Posts with Authority




I'm from the future. The future of space

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.


This message was edited 1 time. Last update was at 2014/07/17 23:32:23


Balance in pick up games? Two people, each with their own goals for the game, design half a board game on their own without knowing the layout of the board and hope it all works out. Good luck with that. The faster you can find like minded individuals who want the same things from the game as you, the better. 
   
Made in pr
Fixture of Dakka






 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.



At Games Workshop, we believe that how you behave does matter. We believe this so strongly that we have written it down in the Games Workshop Book. There is a section in the book where we talk about the values we expect all staff to demonstrate in their working lives. These values are Lawyers, Guns and Money. 
   
Made in gb
Oberstleutnant





Back in the English morass

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.

RegalPhantom wrote:
If your fluff doesn't fit, change your fluff until it does
The prefect example of someone missing the point.
Do not underestimate the Squats. They survived for millenia cut off from the Imperium and assailed on all sides. Their determination and resilience is an example to us all.
-Leman Russ, Meditations on Imperial Command book XVI (AKA the RT era White Dwarf Commpendium).
Its just a shame that they couldn't fight off Andy Chambers.
Warzone Plog 
   
Made in gb
Battle-tested Knight Castellan Pilot




Poole, Dorset

@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.

   
Made in gb
Battlefield Professional




Nottingham, England

+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.....
   
Made in gb
Morphing Obliterator





Derry

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.

My Space Marine Blog

My CSM Blog
 Psienesis wrote:
That is because Calgar is a pimp. Not all SM heroes moonlight as pimps. Thus, their mastery of Pimp Hand is found wanting.

TemplarsCrusade01 Beasts Of War Spud Tate Chuffy1976
OPN Tristan Malone elstonation Hazard Syndome Vulkans Champion


 
   
Made in gb
Oberstleutnant





Back in the English morass

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.

RegalPhantom wrote:
If your fluff doesn't fit, change your fluff until it does
The prefect example of someone missing the point.
Do not underestimate the Squats. They survived for millenia cut off from the Imperium and assailed on all sides. Their determination and resilience is an example to us all.
-Leman Russ, Meditations on Imperial Command book XVI (AKA the RT era White Dwarf Commpendium).
Its just a shame that they couldn't fight off Andy Chambers.
Warzone Plog 
   
Made in gb
Battle-tested Knight Castellan Pilot




Poole, Dorset

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

   
Made in gb
[DCM]
Stonecold Gimster






/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.

My Painting Blog: http://gimgamgoo.com/
Currently most played: Silent Death, Xenos Rampant, Mars Code Aurora and Battletech.
I tried dabbling with 40k9/10 again and tried AoS3 - disliked both, but I'm enjoying HH2 and trying Battletech Classic and AS out 
   
Made in ca
Enigmatic Chaos Sorcerer





British Columbia

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.

 BlaxicanX wrote:
A young business man named Tom Kirby, who was a pupil of mine until he turned greedy, helped the capitalists hunt down and destroy the wargamers. He betrayed and murdered Games Workshop.


 
   
Made in gb
Regular Dakkanaut




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?
   
Made in gb
Decrepit Dakkanaut




UK

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

A Blog in Miniature

3D Printing, hobbying and model fun! 
   
Made in gb
Multispectral Nisse




Luton, UK

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.

“Good people are quick to help others in need, without hesitation or requiring proof the need is genuine. The wicked will believe they are fighting for good, but when others are in need they’ll be reluctant to help, withholding compassion until they see proof of that need. And yet Evil is quick to condemn, vilify and attack. For Evil, proof isn’t needed to bring harm, only hatred and a belief in the cause.” 
   
Made in se
Focused Dark Angels Land Raider Pilot





Skovde, Sweden

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)

// Andreas

Dark Angels 4th Company (3,830pts) 950pts fully painted

 
   
Made in cz
Cloud of Flies





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.
   
Made in us
Fresh-Faced New User




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.

This message was edited 1 time. Last update was at 2014/08/11 20:22:32


 
   
Made in gb
Regular Dakkanaut




 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.
   
Made in gb
Multispectral Nisse




Luton, UK

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.

“Good people are quick to help others in need, without hesitation or requiring proof the need is genuine. The wicked will believe they are fighting for good, but when others are in need they’ll be reluctant to help, withholding compassion until they see proof of that need. And yet Evil is quick to condemn, vilify and attack. For Evil, proof isn’t needed to bring harm, only hatred and a belief in the cause.” 
   
Made in gb
Willing Inquisitorial Excruciator






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...

- 1250 points
Empire of the Blazing Sun (Combined Theaters)- 1950 points
FUBAR Starship Troopers- Would you like to know more?
GENERATION 9: The first time you see this, copy and paste it into your sig and add 1 to the number after generation. Consider it a social experiment.  
   
Made in gb
Morphing Obliterator





Derry

 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.

My Space Marine Blog

My CSM Blog
 Psienesis wrote:
That is because Calgar is a pimp. Not all SM heroes moonlight as pimps. Thus, their mastery of Pimp Hand is found wanting.

TemplarsCrusade01 Beasts Of War Spud Tate Chuffy1976
OPN Tristan Malone elstonation Hazard Syndome Vulkans Champion


 
   
Made in gb
Regular Dakkanaut




 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.

This message was edited 1 time. Last update was at 2014/08/18 14:05:13


 
   
Made in gb
Willing Inquisitorial Excruciator






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...

- 1250 points
Empire of the Blazing Sun (Combined Theaters)- 1950 points
FUBAR Starship Troopers- Would you like to know more?
GENERATION 9: The first time you see this, copy and paste it into your sig and add 1 to the number after generation. Consider it a social experiment.  
   
Made in gb
Willing Inquisitorial Excruciator






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...

- 1250 points
Empire of the Blazing Sun (Combined Theaters)- 1950 points
FUBAR Starship Troopers- Would you like to know more?
GENERATION 9: The first time you see this, copy and paste it into your sig and add 1 to the number after generation. Consider it a social experiment.  
   
Made in gb
Stabbin' Skarboy





North Suffolk, UK

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.

Nat, the Reactor Mek

Pariah Press wrote:Help! Jervis just jumped through my window, wearing a ninja costume! He's taking my 4th edition rule book! He's taking my 4th edition rule book!

 
   
Made in us
Regular Dakkanaut






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.
   
Made in gb
Skink Armed with a Blowpipe





 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

   
Made in us
Regular Dakkanaut





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.
   
 
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