18499
Post by: Henners91
Hey guys,
I'm having a pretty poor experience with Maelstrom Games.
I placed an order for a Warhammer Fantasy rulebook on the 2nd of July and the order was still listed as processing by the Friday, so I called them up and asked what gives. I was told that orders for stock from GW are placed weekly (on a Monday) and that the item should be added to their next order... I thought this seemed fair enough as it's an example of GW messing around with their third-party stockists and I was being treated decently enough (though, you'd have thought that a rulebook might be a rudimentary-enough item to keep in constant stock; though when I brought this up I was told it would be a waste of money), indeed, my postage was upgraded to first class free of charge.
But here I am on the 23rd of July and guess what... still processing! A good 21 days after the order was placed; three weeks! I don't really see how I can cut them any slack over this. The price was good and I'm going to sit out and wait for the book, but it's a right pain; I use my workplace as my mail address and I'm moving to an office on a separate campus.
It seems to me like I was effectively misled regarding the stock being ordered in as they're presumably still out... or do they just have a massive backlog to workthrough? I'm grateful for the upgrade to First Class but this is not good service. The last I heard from them (the 18th) they were still awaiting their order from GW; arriving 'by courier'. Were they grabbing at excuses?
My individual story aside, has anyone else been messed about to the same degree?
11881
Post by: Firebuck
All of my experiences with them have been good. One time my order was still marked as processing on their web site after I had received it. Perhaps it is poor updating of your order status and it has already been shipped?
24190
Post by: rodgers37
Have you called them again?
Probably best way to get a response.
And when I used to work for a indie Store, we got our GW stuff two days after ordering from them. So they should definitely have it by now, and it's not Christmas so they can't exactly have too much going on, been a few weeks since 6th ed release as well now.
7950
Post by: marielle
Aren't they moving to a new warehouse at the moment?
4062
Post by: TheSecretSquig
All my experience's with Maelstrom have been good, even the bad ones. Their Customer Service normally sorts things out good. My understanding though with GW's new trading is that external shops can only order once a week with GW, and then they are not guaranteed the stock they order.
With new release stuff, third party sellers are limited to x6 copies only a week until it becomes general release (can't 100% confirm this one). It's all to do with making the GW mail order a more attractive option.
It is common knowledge that they are in the middel of a warehouse move, and this may have something to do with the delay?
4001
Post by: Compel
To be honest, I've been finding all the online stores, I regularly use (Maelstrom, Wayland and Total Wargamer) have been extremely slow when they've been doing one of their sales.
On the other hand, I'm quite happy maelstrom are being really slow this time. - I ordered a storm talon on the 7th, it's still processing and hopefully it will be for a another few days. - I'm away on holiday for a week!
19370
Post by: daedalus
I came for the biscuits. :(
15115
Post by: Brother SRM
daedalus wrote:I came for the biscuits. :(
Good luck with that, since apparently Maelstrom took them all!
I've heard that Maelstrom has always been slow with some folks. It's a recurring complaint.
22054
Post by: Bloodhorror
In all fairness, i go into maelstrom twice a week, and they have hardly any GW stock due to GW Fething them around...
Don't blame Maelstrom.
Blame GW!
And if its THAT Much of an issue, cancel the order and buy it from GW Direct 
17796
Post by: Slinky
Does seem a bit overly slow, best to contact them again in case your order has somehow been forgotten about, I guess.
18499
Post by: Henners91
As per the advice on this thread I gave them another call and was told rather honestly that they have only just gotten over their backlog from their sale and that's what accounts for their inability to restock. I presume that GW's restrictions didn't help ease anything... sounds like quite a backlog.
Didn't push for anything else, I'm fairly satisfied with my postage upgrade... just nice to actually be told what the problem was. Guess it was their summer sale eh?
16689
Post by: notprop
Bloodhorror wrote:In all fairness, i go into maelstrom twice a week, and they have hardly any GW stock due to GW Fething them around...
Don't blame Maelstrom.
Blame GW!
And if its THAT Much of an issue, cancel the order and buy it from GW Direct
Yes indeed, bloody GW forcing maelstrom not to carry much stock. 
If maelstrom actually carried enough stock in the first place rather than making customers wait for even basic items ( WHFB Rulebook in the Op) I would be inclined to jump on that band wagon, but since the don't and have been operating their webstore out of a small store room I'll not be so forgiving as you. They also stall massively on non gw items too.
The move to bigger premises Is a long over due move in my book.
Sorry er Yah boo sucks GW and all that.
22054
Post by: Bloodhorror
you do realise they HAVE moved right?
16689
Post by: notprop
Then they have no excuses then.
44272
Post by: Azreal13
I haven't used either Maelstrom or Wayland for some time, precisely for the reason that they both take so long to process orders so frequently.
I was a convert to Dark Sphere until they stopped shipping mail order but have used Rocket Hobbies a couple of times now and they have been very good.
Because of the stupid way GW force indys to order stock there will always be times when you have to wait but not had to wait more than a week for anything yet.
40132
Post by: ArbeitsSchu
Sometimes I find I have to nudge' them, but sometimes I get virtually next day service..though I was rather narked when my pre-order from before Christmas came a week AFTER my mate who ordered the same damn thing on the release date. Would it have been so painful to prioritize a little? Noe of this is for GW stuff though, so I'll brook no excuse about crappy store support plans.
7375
Post by: BrookM
They are usually slow to ship, regardless of stock levels. It usually takes them a month to ship things to me. I switched to US based Miniature Market, which might not have free shipping, but does feature fast shipping and great prices.
47845
Post by: vossyvo
I had an order sitting in processing for a couple of months once without a word. I just asked for a refund when it was getting close to the 3 month mark and it was given without question.
I used them quite a bit when 40k could be shipped to Australia and they were very good. The product I order now isn't as popular as 40k so it's probably understandable that there is a bit of wait for them to get it in.
16457
Post by: Ronin
Up until the embargo I used Maelstrom almost exclusively for my W40k needs. And in that whole time my experience with them has been pretty great. Longest wait ever had been about a month, and sometimes the order status is not updated to reflect it had shipped. Once it had been 'pending' for 2-3 weeks, then the status changed to 'shipped', and it literally arrived the next morning. Getting something/anything shipped from the UK to Australia would definitely take more than a day.
Since the embargo, Ive only made the occasional non-GW purchase, and they do seem a little slower than usual now. But I've still not had problems, and they always replied to my emails/queries within 48 hours.
15753
Post by: Schmapdi
BrookM wrote:They are usually slow to ship, regardless of stock levels. It usually takes them a month to ship things to me. I switched to US based Miniature Market, which might not have free shipping, but does feature fast shipping and great prices.
This has been my experience too. I order from Maelstrom still (just placed one today in fact), but I do so in the expectation that it's going to take a month for me to get what I ordered. Sometimes I am pleasantly surprised and it takes only a little over a week (which is pretty good from the UK imo). But then I'm generally not in a hurry for anything anyway.
If Miniature Market carried some of the lines Maelstrom does - I'd probably switch to them exclusively as well.
60720
Post by: OrlandotheTechnicoloured
Bloodhorror wrote:you do realise they HAVE moved right?
Well it looks like they are moving again, the email I got from them on the 20/7/12 said
"THE WAREHOUSE IS MOVING!
--------------------------------------------------------------------------------------------------------------------
That's right, you read it correctly: the Maelstrom Games warehouse, which has been crammed to the rafters for a good long while now, is moving from the Eye of the Storm to a new location a couple of miles away in Mansfield, Nottinghamshire. This means we can work more effectively, expand our operation to bring in lots of the superb ranges out there that we don't already stock and, of course, future-proof existing ranges, which seem to grow exponentially every week. The Eye of the Storm, of course, will still retain our amazing shop, gaming hall and bar/restaurant, and you'll still be able to collect in store (either the venue or the new warehouse) should you wish!"
of cource that shouldn't mean poor service in the mean time, but worth bearing in mind
38888
Post by: Skinnereal
Ordered on the 9th, still listed as "Processing".
I rang them last Wednesday, and got told their GW order was due in either the end of the week, or the start of this week.
My stuff must be in the bottom of that delivery :(
It's not as though SM drop pods should be that unusual an order...
57822
Post by: Ciaphas
They always take orders even if out of stock. Then they order from the supplier. Lots of smaller companies do this. Times are hard and they can't carry much stock but its frustrating. I order direct its just easier and the saving if there is one is not worth the hassle.
15753
Post by: Schmapdi
Schmapdi wrote:BrookM wrote:They are usually slow to ship, regardless of stock levels. It usually takes them a month to ship things to me. I switched to US based Miniature Market, which might not have free shipping, but does feature fast shipping and great prices.
This has been my experience too. I order from Maelstrom still (just placed one today in fact), but I do so in the expectation that it's going to take a month for me to get what I ordered. Sometimes I am pleasantly surprised and it takes only a little over a week (which is pretty good from the UK imo). But then I'm generally not in a hurry for anything anyway.
If Miniature Market carried some of the lines Maelstrom does - I'd probably switch to them exclusively as well.
To my surprise - I got an email that said my order has shipped already! I guess this will be one of the fast ones 
38888
Post by: Skinnereal
It looks as though my order was waiting for a delivery from GW. If they order every week, and get weekly deliveries, my order's stilll a week later than it should have been.
Time to start ignoring the discounts and buy from more local sources.
49292
Post by: Eiríkr
As a side-note... I went into the store yesterday to waste a little time. To my surprise, much of the GW shelf had gone. I am unsure if they are shuffling stock within the physical store, if they are simply short of GW stock or if they are simply downsizing [from an already small stock] but I can say, there was very little to choose from.
Instead, I spent time looking at other lovely gaming systems! I noted that Maelstrom had pulled out a lot of other kits, manufacturers and products out on display - even SAGA kits!
664
Post by: Grimtuff
I curious as to know what supplier they use, as I have had a preorder with them from 2 months ago where I bought the Khador Collosal, which is released today. Now, I expect it with GW stuff to not have it in and I get it after the release date, as that's what GW do, but they appear to not have their stock from PP yet (I was told, either Weds, Thurs or Fri) yet other UK based stores do. I'm not annoyed, just anxious as I wants me Conquest!
16689
Post by: notprop
PP are notoriously bad at restocking. They seem to have big problems with high demand US holidays and sale times (Thanksgiving/Black Wednesday) and just never seem to catch themselves up.
If they were my supplier I would seriously be worried about PP's cashflow and why they aren't ramping up for busy times as they try to meet every demand but end up meeting none of them. The Administrators aren't usually far behind, not that this is necessarily the case.
49292
Post by: Eiríkr
This just in:
Hi there,
Here at Maelstrom Games ( www.maelstromgames.co.uk) we still continue to enjoy and support Games Workshop's amazing range of miniatures and hobby products, and as sometimes it takes a while to get the product thanks to their trade policies we still want to ensure you guys get a fair deal. So as recompense for the slowness of getting GW orders in, and as a superb summer bonus for the holidays, here's a whopping 20% off UK RRP voucher for all Games Workshop products, from now until the 6th of August!
YOUR GW-SALE VOUCHER
----------------------------------------------------------
Your 20% off UK RRP discount voucher for all Games Workshop products ends on Monday the 6th of August 2012 at midnight (GMT), and you really do have some superb miniatures and hobby products to spend your money on! The voucher ONLY works on the following ranges:
- Black Library
- Citadel Hobby
- Lord of the Rings
- Warhammer Fantasy Battle
- Warhammer 40,000
It's a great chance to grab yourself all those lovely new Games Workshop products, such as the superb new edition of Warhammer 40,000, the awesome new Chaos Daemons next week, the amazing Necrons and Ogre Kingdoms and - well, loads of amazing miniatures!
The voucher will work on pre-orders and, crucially, you'll still earn Moneyback - but tiered discounts are disabled when using a voucher of course.
Your voucher code is: GW-SUMMER
To use this voucher simply register on the webstore, www.maelstromgames.co. uk (if you haven't already), copy and paste the code into the Voucher field in your basket when you have selected the items you want, press 'REDEEM', and the webstore will do the rest. You are not limited to one purchase and, indeed, we would ask you to recommend us to your friends with this voucher!
Remember though that this voucher is intended for the webstore only - it does not apply to any of our auctions or Fixed Price items on eBay.
4001
Post by: Compel
So now I'm tempted to cancel my order and replace it to take advantage of the greater saving from this new sale....
44272
Post by: Azreal13
Or just cancel it and go to Rocket Hobbies who discount most kits 25% all the time!
(I'm not affiliated to Rocket Hobbies, I am just happy to recommend a company that I've been happy with and that offer good prices.)
13664
Post by: Illumini
Took them around 5 weeks to ship my last order, and they split it so I got to pay customs processing fees twice
Not very happy with Maelstromgames any more.
16689
Post by: notprop
Compel wrote:So now I'm tempted to cancel my order and replace it to take advantage of the greater saving from this new sale....
You could do but a call to them would probably do the trick and save you the hassle. Although I tend to use Wayland as I can drive there I have often used Maelstroms excellent price match service, particularly good for getting books at Amazon prices but not from Amazon. I like to keep things in the hobby fraternity if I can.
514
Post by: Orlanth
In most cases my webstore of choice is Firestorm games.
its a price match across the board with Maelstrom and its fast freidnly and quick to respond to queries. Most of my emails and requests are handled same day, often same hour.
I cant pass judgement on Maelstrom, but if you want out I can recommend Firestorm.
http://www.firestormgames.co.uk
40163
Post by: UNCLEBADTOUCH
I second firestorm games they've gone more than out of their way with orders in the past for me. With maelstrom two thirds of my orders had issues until I stopped using them.
19636
Post by: Alkasyn
I used to order on Maelstrom back when PLN was strong compared to GBP. Since that changed I'm not ordering from them too often anymore.
However when I did order some Banelords, it took them around week and a half to get them to me. Quite long for an "in stock" in-house item.
Also, they were always slow during any sales they made - it appears they made a sale and ordered the items from GW, never sold any superfluous stock from their own warehouse.
I remember I waited more than a month for an order around a year ago during a sale.
All in all, they're decent, but I can't wholeheartedly recommend them anymore.
5119
Post by: Teh_K42
Like many Aussie gamers, I often bought GW stuff from Maelstrom before the embargo. It was basically buying it half price, compared to the GW down the street.
However I've now got an order for Perry and Mantic stuff that was placed on the 2nd, that has been 'processing' since. I sent an email a week ago, but got no response.
Edit: Update July 31st, received an email saying that my order has been shipped. From experience this means that it will arrive in a week or two.
49292
Post by: Eiríkr
Spoke with one of their staff members yesterday.
Currently; Maelstrom Games are shuffling around their interior organisation. Warehouse is moving to a new location a few miles out of town, larger premises and more stock-space. Web-based orders [and I assume telephone?] will be handled through the warehouse. The store will take stock separately, maintain stock separately and sell stock separately from the warehouse. GW are being witches, for lack of a better word, again and are causing problems with stock levels. Not only that but Maelstrom have probably decided it ripe time to finally move out into a larger location.
Hopefully, we should see things speed up a little when ordering out of Maelstrom in a couple of months time. Reckon things will be bumpy for the next month or so.
26336
Post by: Motograter
Maelstrom are shockingly bad. i stopped using them months ago. Wrong orders, no stock, you name it. WOuldnt recommend them to anyone
38888
Post by: Skinnereal
I thought that too.
These emails are very annoying, when a better discount code comes through when you have a long outstanding order in with them.
My order, put in on the 9th, turned up on Saturday.
13625
Post by: phantommaster
Brother SRM wrote:daedalus wrote:I came for the biscuits. :(
Good luck with that, since apparently Maelstrom took them all!
I've heard that Maelstrom has always been slow with some folks. It's a recurring complaint.
GW are still processing them.
I have also heard many complaints about Wayland Games, but I got my 6th Ed' Rulebook on the Saturday it came out, before anybody else that ordered from GW got it. I call that pretty good.
16689
Post by: notprop
daedalus wrote:I came for the biscuits. :(
I came for the biscuits too, but stayed for the chicks. You're all chicks right?
[you'd be laughing if I hadn't posted it a week after the original post - just pretend I did ]
44272
Post by: Azreal13
Last time I promise.
http://www.rockethobbies.co.uk/
Like Maelstrom only better and cheaper.
6987
Post by: Chimera_Calvin
Its not just GW stuff - I ordered some Infinity stuff weeks ago and its still sitting at 'processing'
In fairness to Maelstrom I've heard a lot of people having trouble getting Infinity at the moment (unless you order from CB directly), so this might be a UK distributor problem rather than a Maelstrom problem - but would a message telling me what the problem is be too much to ask??
40163
Post by: UNCLEBADTOUCH
Never had a problem getting infinity stuff through firestorm barring the globally sold out human sphere book. If they don't have it I can usually pop over to Christchurch and get what I want over the counter from simple miniature games.
23979
Post by: frozenwastes
Maelstrom has generally been fine, but every now and again, they seem to get swamped. I still find them to be much, much more reliable than Wayland, but still no where near the standards of the two big American online retailers: Miniature Market and The War Store.
4001
Post by: Compel
I rung them up yesterday and they sorted everything out incredibly quickly (the guy got into his stock system as I was talking to him, and could change stuff there).
If things are taking too long, I would also recommend phoning up and asking what's up with it.
11292
Post by: Druidic
Had an interesting chat yesterday re Mealstrom.
1) The warehouse move was driven not only by a need for space but also by the need to split the online and bricks and mortar. Some suppliers wont supply them as they online discount or the other way arround, seperating the two cleans things up for them.
2l GW will only supply them once per week and with limited stock covering both online and retail. This is another reason for the split but also explains why the store has almost no GW stock!
3) The recent move, while I believe is going well would be complicated by the Mealstrom/Eye Of The Storm split as its also effectively a new business start up with seperate finances, stocking, managemnet, staff, etc...
All told big things happening, issues will therefore arrise!
57786
Post by: pitboy2710
At least Maelstrom will sort out any problems you have quickly once you make them know to them.
16689
Post by: notprop
That's the minimum you would expect in the event of a problem.
59752
Post by: Steve steveson
Druidic wrote:
2l GW will only supply them once per week and with limited stock covering both online and retail. This is another reason for the split but also explains why the store has almost no GW stock!
I'm sorry, but I don't buy that. Once a week ordering I can beleave, but limiting what they can buy? I'm sorry, but I don't buy that excuse at all. The only reason I can see for that is that they are as bad at paying their bills as they are at supplying customers so are on a tight credit limit.
53097
Post by: Magnamaniac
Hi
Earlier in the year, I had 2 seperate orders take 21 and 35 days respectively to process, both for common 40K products.
Chased them once a week, always getting told, its due at the end of the week.
Reason I didn't cancel. Simple in and out of hospital, so had more pressing things.
Very poor customer service, contridictions from different staff members, and to be honest, I dont use them anymore.
Its easier for me to use Dark Sphere, but now thats gone south.
Automatically Appended Next Post: Druidic wrote:Had an interesting chat yesterday re Mealstrom.
1) The warehouse move was driven not only by a need for space but also by the need to split the online and bricks and mortar. Some suppliers wont supply them as they online discount or the other way arround, seperating the two cleans things up for them.
2l GW will only supply them once per week and with limited stock covering both online and retail. This is another reason for the split but also explains why the store has almost no GW stock!
3) The recent move, while I believe is going well would be complicated by the Mealstrom/Eye Of The Storm split as its also effectively a new business start up with seperate finances, stocking, managemnet, staff, etc...
All told big things happening, issues will therefore arrise!
Mmmmm I phoned GW about point 2, Wasnt the only reason I called, but what the hell. They strongly disagreed with that statement lol. Mind you thats the same excuse I was given in April, they don't limit how much you can buy, they want your money. They do limit to weekly orders, unless its xmas.
44272
Post by: Azreal13
Steve steveson wrote:
I'm sorry, but I don't buy that. Once a week ordering I can beleave, but limiting what they can buy? I'm sorry, but I don't buy that excuse at all. The only reason I can see for that is that they are as bad at paying their bills as they are at supplying customers so are on a tight credit limit.
Believe it. In many industries where the supplier has a retail interest of its own it will manage stock flow to its own advantage.
I come from a mobile phone background and exactly the same thing applies. You can order as many as you like, but you'll only get left overs once their own priorities are taken care of.
44255
Post by: Rayvon
I recommend them myself, i normally get my stuff within the week, two weeks tops if its not in stock, thats plenty quick enough for my needs.
Steve steveson wrote:Druidic wrote:
2l GW will only supply them once per week and with limited stock covering both online and retail. This is another reason for the split but also explains why the store has almost no GW stock!
I'm sorry, but I don't buy that. Once a week ordering I can beleave, but limiting what they can buy? I'm sorry, but I don't buy that excuse at all. The only reason I can see for that is that they are as bad at paying their bills as they are at supplying customers so are on a tight credit limit.
Well that is the case, GW do not always have an infinate amount of everything to hand all the time, as is the case with a few companies that i am aware of.
16689
Post by: notprop
GW definitely did limit the amount of finecast models a ail able to each outlet, certainly to begin with. I can also see this being true with some advance order releases and obviously limited releases.
To say this is true of generic stock doesn't seem to run true though. Some business make it a policy of ordering stock to meet orders to minimise stock liabilty held and reduce storage costs.
Maelstrom have always had a small storage area since the Eye of the Storm opened.
2+2 seems to = they blame someone else for their stock policy. Hopefully this will change with the new warehouse.
I still use them but won't pretend they don't have their faults.
38325
Post by: Jayce_The_Ace
The last couple of orders I placed with Maelstrom took nearly 3 weeks to arrive, but the items were out of stock, so can't be helped really. Thankfully I wasn't in a real hurry for it.
They do seem to have 'slipped' a bit recently on the speed front, but with the couple of minor issues I've had with orders, a quick phone call got the problem sorted PDQ, so I can't fault then there.
I always assumed they were, in some ways a victim of their own success, so to speak, but hopefully this upcoming move will get things back on track.
11292
Post by: Druidic
Can't comment on how true the statement is, just reporting what I was told.
Could easily believe it however, GW could easily restrict 3rd party discounters in favour of their own stores for example, depends if they are having their own stock issues, which I'd nit know about.
16838
Post by: mcpothead
Try giftsforgeeks or wayland games
23979
Post by: frozenwastes
If you order from Wayland, email them first and confirm that the items you want are actually physically in stock. Do not go by the little green dots claiming the items are regular stock. They are not.
61800
Post by: Cryptek of Awesome
Thanks for this thread and all the tips in it - it was a good reminder to contact Maelstrom about my own order.
Over 2 months now waiting for a Hordes heavy and some bases. But that may be the manufacturer unable to supply them - still be nice to know if that is the case.
23979
Post by: frozenwastes
I never, ever, ever let any online order get past the point where I can make a claim with Paypal. Credit card companies often have a similar claim period.
After about a week before the final claim date, I send the seller one last email telling them that they need to either ship everything immediately or give me a refund.
On the last day before I can't make a claim, I make one.
I've only ever had to do this twice.
I started this approach because I once dealt with a seller who gave me the run around until the claim date expired and then stopped replying to my communications. Never again will that happen.
39335
Post by: commisar rhodes
I was at mealstrom games yesterday and they are only completing order they have at the moment and there seriously low on stock they did'nt even have any death company but they are moving the to a new warhouse so they do have a valid reason but im sure they havnt forgotten you.
Maelstrom are shockingly bad. i stopped using them months ago. Wrong orders, no stock, you name it. WOuldnt recommend them to anyone
I think you will find this is a one off because mealstrom is normally top notch all my order have bin quick and far cheaper then any other store and do remember there only human and will somtimes make mistakes.
12260
Post by: Davylove21
I stopped using Maelstrom because of how incredibly slow they are. I'm back on Wayland now since Dark Sphere stopped shipping GW and I don't want to give Rocket Hobbies my phone number (I don't give it out, I don't get telemarketed - sort of a principal thing before anyone says I should just change my ways)
Wayland are the same old story - might have to wait for 40K but pretty good on the lesser lines. I ordered a starter Empire army last night, shipped this morning. Seems they've gotten better.
57786
Post by: pitboy2710
Both Maelstrom and Wayland need to improve there communication with customers when there is a problem with an order. with both of them i have to constantly chase up orders.
Maelstrom have the edge in customer service imo.
18499
Post by: Henners91
I probably should have added that my order did turn up last Thursday :p
9594
Post by: RiTides
daedalus wrote:I came for the biscuits. :(
Lol, I pretty much did to find out what that expression meant, as well 
54780
Post by: rocketboy
Davylove21 wrote:I stopped using Maelstrom because of how incredibly slow they are. I'm back on Wayland now since Dark Sphere stopped shipping GW and I don't want to give Rocket Hobbies my phone number (I don't give it out, I don't get telemarketed - sort of a principal thing before anyone says I should just change my ways).
We dont normally insist of phone numbers, we have many customers with blank or 0 phone numbers. The only times we insist on a valid phone number is if the fraud risk is too high. For example if you signup, use a generic email (e.g. hotmail, live, gmail), then ask us to ship it to a different address to your billing address on your first puirchase and the address isnt verified in paypal and stick all zeros in for your phone number. I dont think thats unreasonable, after all we are gambling by sending out goods at tiny margins. I think its sensible that we assess orders and take some small steps to minimise losses due to fraudulent purchases. Some retailers wont even allow you to send to a different shipping address on your first order. The vast majority of customers totally understand when we politely ask for a phone number in those rare cases, some just send in rude replies.
Richard
Rocket Hobbies
49693
Post by: Godless-Mimicry
Henners91 wrote:Were they grabbing at excuses?
Talking from the experiences of myself and a few friends, they aren't making it up. It's not just Maelstrom either, as Wayland has the same issue if you order stuff that is out of stock (though at least Maelstrom actually list the stuff as being out of stock). GW tend to dick around indy traders online a lot with late stock as it gains them business by impatient and/or disgruntled gamers.
16689
Post by: notprop
The biggest problem with that made up excuse is that GW could just not sell to independent retailers or dictate whatever terms it likes in it's distribution agreements, but it doesn't do that.
Instead it requires weekly orders. This means that it isn't use as a trade counter for Internet retailers to draw on rather than holding stock.
4142
Post by: Skorne
I've been on the receiving end of Maelstrom delays from time to time but in their defence, I placed an order on Friday night and it shipped yesterday.
59752
Post by: Steve steveson
azreal13 wrote:Steve steveson wrote:
I'm sorry, but I don't buy that. Once a week ordering I can beleave, but limiting what they can buy? I'm sorry, but I don't buy that excuse at all. The only reason I can see for that is that they are as bad at paying their bills as they are at supplying customers so are on a tight credit limit.
Believe it. In many industries where the supplier has a retail interest of its own it will manage stock flow to its own advantage.
I come from a mobile phone background and exactly the same thing applies. You can order as many as you like, but you'll only get left overs once their own priorities are taken care of.
Prioritizing your own stores over others is different to limiting what someone can order, which is what they are suggesting. I would expect if GW has two orders, one for a GW store and one for an independent store, but only enough in the warehouse, for the GW store to get the stock, but that is not what they are implying. (or at least not what the person I was replying to was implying, which may be different to what Maelstrom said)
6646
Post by: Morathi's Darkest Sin
Well they where limited to five of each finecast figure for example, not sure if that has changed though.
So if Seven people order Arjac Rockfist in a week, Maelstrom could only cover five of them.
So GW has certainly effected independents before, not sure if its still going on mind.
40163
Post by: UNCLEBADTOUCH
If that's the case then all maelstrom has to do is only take orders for stock they have available for rather than taking money for non-existent stock leaving the customer dangling.
18499
Post by: Henners91
All that continues to bother me is the persistent 'ZOMG AWESOME MEGA SALE!' e-mails they keep sending out when they can't even keep up with their backlog... they're just increasing it for the sake of short-term revenue.
In my opinion, by building up so much demand, beyond, perhaps, their actual capacity, they may be making a quick buck but they'll find their reputation in tatters by the end of it.
Though I was satisfied with their customer service, it didn't change how long I had to wait for a simple rulebook. I know that I'll be using Wayland from now on (who aren't perfect either, but they've yet to do worse than Maelstrom for me).
49292
Post by: Eiríkr
Given that they have the funds to open up a larger warehouse independently of the store, I'm going to hazard a guess that Maelstrom are doing pretty damn well. I'm confident that, once the warehouse opens, order and dispatch speed will pick up very quickly.
Clearly they're doing well despite all the naysayers.
62238
Post by: MarkyMark
I am planning on using 4tk for the standard GW stuff I need purely for the fact they have better prices then malestorm and are quite local to me, I dont plan on going into any GW store any time soon to be honest.
34120
Post by: ruminator
My 40k rulebook took about 9 days in total, so no problem for me as I was a cheapskate and took the standard free delivery option.
17349
Post by: SilverMK2
Maelstrom are always really slow for me. I only ever order from them if I don't mind waiting at least a month for whatever I ordered to be shipped.
Having said that, their CS is generally good and I've never had a problem with items going missing/broken/etc.
16689
Post by: notprop
Eiríkr wrote:Given that they have the funds to open up a larger warehouse independently of the store, I'm going to hazard a guess that Maelstrom are doing pretty damn well. I'm confident that, once the warehouse opens, order and dispatch speed will pick up very quickly.
Clearly they're doing well despite all the naysayers.
Or they have just signed a lease on a property, funds aren't relevent until the end of the month.
A 20% megasale should generate cashflow in the meantime.
Improving respose times will only happen if they consistantly buy enough stock, something they havent done previously.
59752
Post by: Steve steveson
End of the quarter more likely. Most commercial rents are done on a quarterly basis. However they would still have had to raise the deposit and possibly the first quarters rent.
Morathi's Darkest Sin wrote:Well they where limited to five of each finecast figure for example, not sure if that has changed though.
So if Seven people order Arjac Rockfist in a week, Maelstrom could only cover five of them.
So GW has certainly effected independents before, not sure if its still going on mind.
As I understood it they were limiting there own shops in how many they could stock, to ensure that everyone got some stock. I think they still do when there is a new FC release. The only place you can get FC with out too much risk of is being out of stock is GW on-line, and even then there is some limit to it. GW staff I have talked to have been quite upfront about this when asked about new releases, so I don't see why Maelstrom should be any different. They can only cast so many at a time.
34906
Post by: Pacific
I think like any larger company (and Maelstrom is certainly one of the largest) it can be difficult for them to keep that level of close customer service up as the orders go up. That isn't a defence at all of larger stores, just an observation. Something you will perhaps still get from the smaller stores. I wish I had known about the stock level ordering of Wayland before making an order last week (and commenting at the time "wow I can't believe they have that in stock!" when I saw the green button, well I guess now I know... )
Although Maelstrom's stock level of Infinity at the moment is appalling - I'm guessing it's either because of the company move, or because Corvus Belli are having trouble filling demand with the game seemingly taking off a lot more over previous months.
Druidic wrote:
2l GW will only supply them once per week and with limited stock covering both online and retail. This is another reason for the split but also explains why the store has almost no GW stock!
This has been confirmed by at least 2-3 different stores, both on their news sites and on forums, possibly more.
Before everyone leaps to the defence of GW in not providing adequate stock levels, which can of course make sense from a business perspective (if GW does not have enough to go around), please remember the time in the UK when the local independent gaming shop was almost destroyed completely by GW's methods of supplying stock*, and only after the last 4-5 years have they started to claw their way back out of the grave due at least in part to the rise of other manufacturers.
I can remember a time with pretty much only GW stores, and in this day and age of so many other game options available, I sincerely don't want this situation to happen again. I always try and buy from local stores, Total Wargamer and Cut & Thrust Wargaming, whenever possible.
* For those who haven't read one of the many other posts/threads on this subject over the years, I have this in person from the manager of an independent I worked in: GW were perfect for supplying stock until a GW store opened in the same town. Suddenly new stock started arriving late, new releases significantly later, and the sales staff on the phone getting all evasive until eventually he cancelled selling GW entirely.
23055
Post by: Aleinikov
I also get the feeling that Maelstromgames has slipped recently. They never were particularly fast, but good enough. Now, my order before the last had an item missing, and my recent orders (all item supposedly in stock!) are 3 weeks old and counting. It has been combined, split, and split again in the meantime.
Customer Service takes inquiries about delivery times very lightly. All they did was promise that the shipment would go out soon.
I think I need to look elssewhere in the future.
4884
Post by: Therion
I'll just add my experiences into this thread.
I made a joint order to Maelstrom Games with a friend of mine nearly a month ago for 1000 euros total. The following happened:
1) The order was processing for two weeks without absolutely anything changing despite the credit card being charged immediately for the full amount. We called them and asked what the heck is going on, and were told that the items would be shipped next week, the 13th of August.
2) However, nothing was shipped. Then, last night I e-mailed them and told them that since three weeks have gone without the order even shipping, the total wait period (atleast 1 month total) was already becoming unreasonably long considering what they claim in their shipping FAQ, we want a full refund for the product we have never received and just cancel the purchase altogether and wash our hands from the whole thing. We will already miss a tournament that we needed these models for, and regret that we just didn't buy our items from a street level retailer for only a marginally higher price.
3) Then I get an e-mail saying that our order has shipped today before he managed to read his e-mails and that if we want a refund we have to ship the items back to him. They will not be responsible for the return shipping costs. He also tried to claim his warehouse staff worked after hours and shipped our items early in the morning before he came to the office. What an interesting coincidence.
Naturally I told him that his shenanigans are completely unprofessional and pointed out the fact that we haven't even received any sort of explanation for the delays, not to mention an apology or any type of compensation in money or future discounts. In fact, I was told that I am being 'unfair' in my comments about the standard of their service. The only thing unfair here is that they charge their customers a thousand euros and then leave them wondering if they were scammed for the full amount.
Not only did they delay an order that should take no more than three days to process (EU delivery) for three weeks, they also made claiming our refund as difficult and expensive as possible for us.
Now we're waiting to see if they have in fact shipped us anything or if the statement was just another lie, just like the lie they told us earlier that they would ship the items on the 13th. If they did indeed ship the items today, we'll get our product sometime next week and the total delivery time counting from the moment of payment will be just about exactly one month. This is from one EU state to the next and assuming that nothing is broken and that no item is missing.
My experience is that something has changed within Maelstrom Games and that I cannot trust them anymore and will definately not do business with them again. I would also advice everyone else to be careful in their transactions with these people.
PS: We made a 500€ order to Forgeworld on the same day as we made the order to Maelstrom. The Forgeworld products arrived almost two weeks ago in perfect condition.
4001
Post by: Compel
Is it common to charge for an order immediately?
I thought the trend was more to put a 'hold' on the cash until further down the chain.
53523
Post by: Sining
i have the same sort of experiences with maelstrom. Ordered some magnets from them on 31st July. No shipment, no news, nothing from them yet. Ironically, the rest of the stuff I ordered from wayland or firestorm games have already arrived a week ago and they were roughly placed at the same time.
57786
Post by: pitboy2710
Both Maelstrom and Wayland take the money first, as soon as the order is placed.
I have never encountered this before, cash is normally taking upon dispatch
I sometimes get the feeling that neither of these companies are keeping much in stock at all, and money taken for orders is then used to order stock as and when needed.
Just my tinfoil hat wearing, paranoid brain at work.....
19636
Post by: Alkasyn
I only nowadays order stuff that I can't get anywhere else (Sword-Melusines) but it does indeed take a long time to get stuff from them, even Banelords items that they themselves make.
33633
Post by: Svartey
I placed an order with Maelstrom on 7/1 (for a product I am pretty certain was not marked as such at the time, but now shows as back ordered) and it showed as processing until I decided to cancel it at the end of the month. I got a confirmation of my order cancellation on 7/31, stating that the money had been refunded to me as store credit. It also stated that if I wanted a refund by original payment method, to please ask and they would be happy to do so. Since I am located in the States and was only ordering from them because I thought they had that specific product, I proceeded to request a payment refund.
On 8/1 I received an email stating that they had deducted the store credit and were issuing a payment refund. Thinking, perhaps incorrectly, that all electronic payment transfers go quickly in the digital age, I contacted them again on 8/6 requesting confirmation of my refund. I received a response on 8/6 stating "Refunds can take anything up to 3 working days for the banks to process. If it has not been credited to your account by the end of this week please let me know."
I contacted them again on 8/13 (the next week) and 8/17 to check on the status of the refund, but received no reply.
I am glad that it is only a little over $30 I have tied up in this, but would certainly like it back, or at least something for it. After reading this thread, perhaps they are just inundated right now and will get back to me soon, but it is starting to feel like they have lost interest. Honestly, I consider it nice of them to offer the option for a payment refund, but I think the delay has become a bit excessive. It feels like my store credit went away really quick, while the $ is taking its time getting to me.
16689
Post by: notprop
Yeah I had that store credit/cash back thing before and hey we're honest enough to admit that it was purely to avoid charges from the credit card people since most people end up reordering other stuff.
Easily resolved in a call, not so easy from the states though I'm guessing.
8737
Post by: rich1231
pitboy2710 wrote:Both Maelstrom and Wayland take the money first, as soon as the order is placed.
I have never encountered this before, cash is normally taking upon dispatch
I sometimes get the feeling that neither of these companies are keeping much in stock at all, and money taken for orders is then used to order stock as and when needed.
Just my tinfoil hat wearing, paranoid brain at work.....
Sorry to post on MG thread but you mentioned us at Wayland
I am going to get some pics of our warehouse and store on here tomorrow. You will be utterly stunned about the vast amount of stock we hold. We didnt just move into a vast warehouse to hear echos. We just can't predict and hold enough stock for every range with every conceivable possible peak when aquisition timescales are built in. We had an item that we sold on average 1 a year. Then some **** posts a great article somewhere and the entire universe wants the item... What would you think the Target stock level be for such an item... if you do know it can you let me know as I have spent years now working with algos to calcualte every combination possible and best use of funds allocated to stock. To be honest none of them work in an industry where supply is constrained like wargames.
Not an excuse btw just reality of a low margin business we cannot keep absolutely everything in stock all the time. We get closer to that ideal all the time though.
33633
Post by: Svartey
 notprop wrote:Yeah I had that store credit/cash back thing before and hey we're honest enough to admit that it was purely to avoid charges from the credit card people since most people end up reordering other stuff.
Easily resolved in a call, not so easy from the states though I'm guessing.
I was not even certain that the refund would be an option, but since they offered in their email response I was happy to take them up on it.
Yes, I had been thinking the same thing. Perhaps I will be able to come up with an easy (cheap/free) way to contact them by phone and give that a shot.
62981
Post by: bobbyC
I cant believe no one has posted this, at all the tournaments I have been to in the last year. Everyone is talking about MG and their huge debts to suppliers. My guess is that they are insolvent. Sorry to state it so bluntly, but its talked about openly every weekend in some places.
57786
Post by: pitboy2710
@rich1231
Apologies if i have caused offence in any way. i am going to PM you to explain why i may seem unduly angry or frustrated.
If you want i shall remove my posts on this and other threads regarding your company ( or request a mod do it if that's how it is done )
It has come to my attention that circumstances beyond yours or anyone's control maybe colouring my perception on this issue.
23445
Post by: Necro
The sales emails keep coming in which is great but they take way to long to ship to me in Australia. I used Maelstrom exclusively up until the embargo and was happy to wait as the saving were huge (literally half price).
Now days I am into Warmachine so there is not the vast price discrepancy that GW has to the rest of the world. I use Discount games now and I pay a little more for my purchases (shipping- but I get partial refund due to the amount I order) but my god are they fast to ship  I don't mind paying more as they get it to me fast. They carry a lot of stock and always have a clearance going which is great.
I think Maelstrom did a great job when I used them and always got what I ordered and in great condition. It is really just the lengthy delays which can be really excessive that prevents me using them these days.
Wish them the best with their expansion.
38325
Post by: Jayce_The_Ace
bobbyC wrote:I cant believe no one has posted this, at all the tournaments I have been to in the last year. Everyone is talking about MG and their huge debts to suppliers. My guess is that they are insolvent. Sorry to state it so bluntly, but its talked about openly every weekend in some places.
Mmmm.........they are in the process of moving to a larger warehouse & supposedly splitting the shop & mail order into seperate entities (I think), which to be honest, does not sound like the actions of an insolvent business.
However, your post has me intrigued - can you give any further information, or a link to sources on this?
Not calling you a liar or anything, I'm genuinely interested in seeing more about it.
62981
Post by: bobbyC
Jayce, that's fine. Internet conjecture and all that. I have been to 3 events since April. At every one it has been discussed.
I am wary of just posting rumour and hearsay but will try and stick to things that have been mentioned more than once in different places.
They owe one supplier a massive amount of money. And rather than pay them have continued to release more of their miniatures.
They are behind with almost all suppliers.
They have no stock in their store.
They have started creating new companies they admitted this themselves - I would guess they are attempting to move assets around to avoid them being taken if they fold.
Other stuff as well was gossiped about. If I were a supplier I would be wary.
49292
Post by: Eiríkr
They have no stock* in their store because it's being moved, or is in the process of being moved, to the new warehouse.
:/
Gossip is dangerous. Wagging tongues and all that...
* And this I dispute. I live five minutes away, I pop down most weeks and let me tell you, the store is rammed with kit. The only lack is that of, surprise surprise, GW material.
38325
Post by: Jayce_The_Ace
bobbyC wrote:Jayce, that's fine. Internet conjecture and all that. I have been to 3 events since April. At every one it has been discussed.
I am wary of just posting rumour and hearsay but will try and stick to things that have been mentioned more than once in different places.
They owe one supplier a massive amount of money. And rather than pay them have continued to release more of their miniatures.
They are behind with almost all suppliers.
They have no stock in their store.
They have started creating new companies they admitted this themselves - I would guess they are attempting to move assets around to avoid them being taken if they fold.
Other stuff as well was gossiped about. If I were a supplier I would be wary.
Thanks for this - interesting reading.
I can't comment on the rumours about owing suppliers as I've not heard about that before, but the comment about the shop not having any stock matches a post I read a while ago either here or on Warseer.
I've been a Maelstrom customer for quite some time, and was planning on making some more purchases, but was waiting for them to get the move sorted out first - might be worth hanging on a bit longer and seeing if anything else pans out....
4884
Post by: Therion
We finally got our models today. The total delivery time within EU was therefore 28 days from the moment of the order being confirmed. Maelstrom Games never apologized for the delay, nor did they keep us informed on when we should expect to get delivery. They only communication we got was when we called them, and in that case they intentionally lied to us about shipping the product and then not doing so.
They've lost us as customers forever and considering their modus operandi I wouldn't be surprised if BobbyC was 100% correct.
115
Post by: Azazelx
 azreal13 wrote:Steve steveson wrote:
I'm sorry, but I don't buy that. Once a week ordering I can beleave, but limiting what they can buy? I'm sorry, but I don't buy that excuse at all. The only reason I can see for that is that they are as bad at paying their bills as they are at supplying customers so are on a tight credit limit.
Believe it. In many industries where the supplier has a retail interest of its own it will manage stock flow to its own advantage.
I come from a mobile phone background and exactly the same thing applies. You can order as many as you like, but you'll only get left overs once their own priorities are taken care of.
Yeah, they do exactly that. I tend to order only items that are listed as "in stock". Several months ago I ordered some Banelegions stuff that was indeed in stock. A few weeks later I rang them up and they told me that the items had sold out at some convention/wargames day, and that my models "should be cast in a week or two" because, of course, they were "really busy."
Really, they have almost no stock for anything these days, so it's only worth ordering things that you don't need quickly, and then only during their sales. Their phone CS is usually pretty good I have to say, and they are good at fixing things up - I've certainly suffered through some awfully crappy/rude phone service from other online retailers. Automatically Appended Next Post: azreal13 wrote:Or just cancel it and go to Rocket Hobbies who discount most kits 25% all the time!
(I'm not affiliated to Rocket Hobbies, I am just happy to recommend a company that I've been happy with and that offer good prices.)
I'll check them out for my next order. You can tell them that, too!
62795
Post by: greenleafl
What's an alternative source for Coat d'arms paint? blackhat wants 20% for international shipping ie comes up to £2.4 a pot.... It seems to me only maelstrom has them at a good price?
115
Post by: Azazelx
I imagine something simple like CDA paint that they have in stock almost all the time should be pretty issue free. Mostly if you order stuff they have in stock it's pretty smooth. The main issue (for me at least) has been their lack of stock across the whole range of non-GW things. They used to carry heaps.
54314
Post by: Ravenblade666
Abit annoyed at Maelstrom games, I preordered Descent 2nd from them back at the end of May, hopeing when they got it in they would send it out to me as soon as they had in stock,
well the surprise is it's never been in stock, it's been out of stock at the supplier for around last 2-3 weeks, so I sent them a polite email asking if/when they would be getting any in.
their reply was we don't know because our supplier doesn't know.
Well i checked later and they have changed it from out of stock at the supplier to order now will take 2 days to get the stock in, so i'm really unsure what the hell is going on at the moment with
Maelstrom games 
115
Post by: Azazelx
Ring them.
19636
Post by: Alkasyn
Credit where credit is due - I ordered the last 2 Melusines to finish my counts-as Wracks squad on Monday and on Tuesday they were already shipped.
53523
Post by: Sining
Good for you. I ordered magnets on 30th jun, got told on 14 that they were hoping to get their restock in that week and would ship that week and nothing else since then. Once it hits sept, i'm just going to request a cancellation of the order
34906
Post by: Pacific
 Eiríkr wrote:They have no stock* in their store because it's being moved, or is in the process of being moved, to the new warehouse.
:/
Gossip is dangerous. Wagging tongues and all that...
* And this I dispute. I live five minutes away, I pop down most weeks and let me tell you, the store is rammed with kit. The only lack is that of, surprise surprise, GW material.
True. I've worked in sales/supply before in other types of business, it's very common for different companies to owe money to each other - often substantial amounts, and for quite some time.
That by itself is not due reason for concern, and as the chap from Wayland has pointed out, having masses of unmoving stock on the shelves will put anyone out of business. The supply issues with GW have been well documented.
Also, neither is having multiple companies with similar limited names. It's fairly common practice when businesses reach a certain size.
The only difficulty I have had ordering from them is Infinity, but then I think that is a general problem from many dealers I think CB have probably struggled to satisfy demand recently with the surge in popularity (my opinion there based entirely on comments on Dakka! )
59141
Post by: Elemental
My experience with Maelstrom is that if it's in stock or a pre-order, it's probably good. If it's out of stock, order at your own risk. I've found Firestorm to be far more consistent.
33633
Post by: Svartey
Svartey wrote:I placed an order with Maelstrom on 7/1 (for a product I am pretty certain was not marked as such at the time, but now shows as back ordered) and it showed as processing until I decided to cancel it at the end of the month. I got a confirmation of my order cancellation on 7/31, stating that the money had been refunded to me as store credit. It also stated that if I wanted a refund by original payment method, to please ask and they would be happy to do so. Since I am located in the States and was only ordering from them because I thought they had that specific product, I proceeded to request a payment refund.
On 8/1 I received an email stating that they had deducted the store credit and were issuing a payment refund. Thinking, perhaps incorrectly, that all electronic payment transfers go quickly in the digital age, I contacted them again on 8/6 requesting confirmation of my refund. I received a response on 8/6 stating "Refunds can take anything up to 3 working days for the banks to process. If it has not been credited to your account by the end of this week please let me know."
I contacted them again on 8/13 (the next week) and 8/17 to check on the status of the refund, but received no reply.
I am glad that it is only a little over $30 I have tied up in this, but would certainly like it back, or at least something for it. After reading this thread, perhaps they are just inundated right now and will get back to me soon, but it is starting to feel like they have lost interest. Honestly, I consider it nice of them to offer the option for a payment refund, but I think the delay has become a bit excessive. It feels like my store credit went away really quick, while the $ is taking its time getting to me.
I wanted to follow-up that I received an email regarding the refund from Maelstrom on 9/9 and received the refund on 9/10. It may have taken a little while longer than I liked, but they did come through.
115
Post by: Azazelx
 Elemental wrote:My experience with Maelstrom is that if it's in stock or a pre-order, it's probably good. If it's out of stock, order at your own risk. I've found Firestorm to be far more consistent.
I haven't ever pre-ordered from them, but lately (aka in 2012) I've found that ordering "in-stock" stuff is a bit of a crapshoot.
23976
Post by: Inanimate
Has anyone asked them when they expect to begin re-stocking and process orders?
64138
Post by: oldandcrabby
With supplier debts of 567K I guess it wont be soon ?
http://www.companycheck.co.uk/company/04724863
5256
Post by: NAVARRO
Someone poke Maelstorm attention to these threads... I dont know but the sudden silence is not helping!
53053
Post by: Jeigh
Ordered a 40k rulebook using the 18% off voucher on the 1st. Emailed them yesterday as its still showing as processing.
I actually thought they had replied today. But nope. Its a voucher for 20% off.
Smooth Maelstrom. Real smooth. This is certainly the last time they are going to get any of my money.
44255
Post by: Rayvon
I popped into maelstrom this afternoon to pick some stuff up as it happens, seemed like business as usual to me.
21499
Post by: Mr. Burning
The way for Maelstrom et al to operate is to minimise the time they take rectifying their mistakes by getting it right the first time.
Both maelstrom and Weyland could certainily up their game by changing thei stock status a bit more regularly. maybe spend some extra money on IT infrastructure.
It cerrtainly isnt GW's or any other suppliers or manufacturers fault that these companies are failing to deliver. Buisnesses like these know their restrictions so they should up order and hold stock or put realistic lead times on their listings.
Let the customer make an informed choice.
23976
Post by: Inanimate
That chart doesn't really specifiy that the entire sum consists of debt towards the suppliers. I don't have access to their premium functions either, so I won't be investigating further.
Anyone know if they're moved to the new warehouse yet or when the 20% sale ends? Something tells me this should coincide with them restarting their usual business. I know they're slow, but this is getting ridiculous. I placed an order for a book and some Infinity figs on the 26th of August... still processing.
115
Post by: Azazelx
They were processing a big chunk of my back-ordered stuff for about a week, including some stuff I ordered "in stock" over a month ago. Yesterday they shipped some of it, though the "in stock" stuff went back to processing.
I also got the 20% coupon overnight as well. In other news, I've placed test orders with Troll Trader and Firestorm Games. The TT one went out almost immediately. Haven't heard anything from FSG yet. There's also Miniaturemarket, though shipping can hurt from there...
53053
Post by: Jeigh
Hi,
First of all I wish to apologise for the prolonged delays you have experienced. We estimate that your order will be ready for shipping within the next 7-10 working days.
Yours,
Simon
------------------
7 to 10 working days brings me over a month to order and post the 40k rule book. What on earth!
59265
Post by: BunkerBob
Order 3 boxes of PBC it took over 3 months to arrive, it took only a week for my sons to arrive. I feel bad for my LGS as I order nearly exclusively from them.
21499
Post by: Mr. Burning
 Jeigh wrote:Hi,
First of all I wish to apologise for the prolonged delays you have experienced. We estimate that your order will be ready for shipping within the next 7-10 working days.
Yours,
Simon
------------------
7 to 10 working days brings me over a month to order and post the 40k rule book. What on earth!
Ah! working on the s$%£^e sandwich approach.
They don't even give a confirmed date.
Boy, I would hate to be an unvalued customer!
21853
Post by: mattyrm
 Mr. Burning wrote: Jeigh wrote:Hi,
First of all I wish to apologise for the prolonged delays you have experienced. We estimate that your order will be ready for shipping within the next 7-10 working days.
Yours,
Simon
------------------
7 to 10 working days brings me over a month to order and post the 40k rule book. What on earth!
Ah! working on the s$%£^e sandwich approach.
They don't even give a confirmed date.
Boy, I would hate to be an unvalued customer!
Yeah that's ridiculous.. 7 to 10?! If you get a complaint, you should go package up the rulebook and mail it the next day! Its not like they get loads of complaint letters every day of the week surely?
Replying to a complaint that someone has waited 3 weeks for their rulebook with "Dont worry, we will get it to you in 7 to 10" is ridiculous.
I would demand a refund. But like I said, I have had a bad experience with MG so I just generally think they suck. Never again shall I order from them.
7433
Post by: plastictrees
No, no, it will be "ready for shipping" in 7-10 days. No-one's actually getting anything in that time frame.
21499
Post by: Mr. Burning
Ah 'should be ready for shippiing'.
MG, Take ownership of the issues at hand. Go to another store or site, stump the cash for it, then ship it special delivery/dog sled/concorde/C-17.
18410
Post by: filbert
And that's working days too - which means 2 weeks on top of the 3.
64138
Post by: oldandcrabby
I would get your money back quick.
With:
debts massively outstripping assets
them separating stuff off into separate companies and websites (Eye of the storm website looks amazingly like maelstrom)
no new GW chaos space marines on their website, wonder why ?
very little stock except for Flames of War.
My guess is that customers and suppliers are about to be dumped on from a a great height.
Has anyone seen the so called apparent new warehouse ?
53053
Post by: Jeigh
I have indeed got my money back.
I responded with much the same as you folks said. That in total 5 weeks was completely unacceptable especially with no reason given. Told them I was taking my coin elsewhere.
Received the auto generated refund message yesterday. Meh.
10973
Post by: Sirius42
I had a problem getting a copy of the limited dark vengance from them, similar issue to the one in the other thread, they took my money then a week after release day they offered me a refund as they didn't have the stock and weren't getting any. Annoying as this was the fact that it took 3 weeks 6 emails and an open and escalated PayPal dispute from the time of the offer of a refund to actually receive my money back, I heard from maelstrom not once after the first email and it took PayPal to get my money back for me.
115
Post by: Azazelx
After hearing similar things to oldandcrabby's posts from other places in the UK, I rang them on the weekend and got my money for my Vallejo Model Air set that I ordered a month ago. After seeing O&C's post and the Chaos Marine post, I rang them again yesterday, and asked politely but firmly to have all of my other orders refunded. I got it back as a paypal payment, rather than as a refund, but in the circumstances, it's good enough.
A shame, I've enjoyed buying stuff from Maelstrom for something like 5 years now, so it's sad to see them sink like this. If these rumours turn out to be just that, I might take a look at them again early next year - should be enough time to move the warehouse and set up a working business with realistic feedback, I reckon.
18410
Post by: filbert
If all the rumour, conjecture and speculation about Maelstrom's demise is correct, one has to wonder how much impact GW's embargo has had on them - they used to do an awful lot of business to ROW. Shame that GW's policy is enough to (potentially) force them out of business...
62795
Post by: greenleafl
looks like their own range Banelegion has been transfered to another company?! http://www.mierce-miniatures.com/
quote:
In June 2012, Mierce Miniatures took over all operations regarding the BaneLegions and Templar's Forge ranges of wargaming and hobby products from Maelstrom Games.
15094
Post by: pixelpusher
Aren't / weren't Maelstrom on Dakka? Its kinda weird that this thread has been going on for so long without anyone from Maelstrom chiming in.
115
Post by: Azazelx
 pixelpusher wrote:Aren't / weren't Maelstrom on Dakka? Its kinda weird that this thread has been going on for so long without anyone from Maelstrom chiming in.
They tended to only participate in the Banelegions thread. They may have been scared off by/lost interest due to the criticisms of the Melenunes? Though it is interesting that this thread has had participation from other retailers, like Wayland Games.... Automatically Appended Next Post:  filbert wrote:If all the rumour, conjecture and speculation about Maelstrom's demise is correct, one has to wonder how much impact GW's embargo has had on them - they used to do an awful lot of business to ROW. Shame that GW's policy is enough to (potentially) force them out of business...
Yeah, definately. However that should just effect turnover and GW stock. It shouldn't lead to the huge deficit in funds owing compared to assets. And they still have the retail shop, which apparently has lots of stock. Though if Maelstrom defaults on payments to GW/Warlord/etc, wouldn't they not supply Eye of the Storm following that?
59712
Post by: ted1138
Jeigh wrote:Hi,
First of all I wish to apologise for the prolonged delays you have experienced. We estimate that your order will be ready for shipping within the next 7-10 working days.
Yours,
Simon
------------------
7 to 10 working days brings me over a month to order and post the 40k rule book. What on earth!
WOW! I got the very same email the other day. I wonder if everyone who's orders are late are getting this? 0.0
19696
Post by: Gorlack
I have just seen this thread.
I placed an order for some plaguebearers around the time the new ones where released, and have yet to receive them. Around 14 days ago I contacted them and got that EXACT email...
I have just now contacted them about a refund. In all honesty, this is reallty worrying me. Ordered a lot from maelstrom in the past and never experienced anything like this before.
21499
Post by: Mr. Burning
filbert wrote:If all the rumour, conjecture and speculation about Maelstrom's demise is correct, one has to wonder how much impact GW's embargo has had on them - they used to do an awful lot of business to ROW. Shame that GW's policy is enough to (potentially) force them out of business...
Are/Have Maelstrom put all their eggs in one basket? with this business issue. It would be interesting to find hard facts about how much they rely on GW sales and how much they relied on ROW sales with GW product. But that info won't see the light of day.
Nothing lasts forever though.
Yeah, definately. However that should just effect turnover and GW stock. It shouldn't lead to the huge deficit in funds owing compared to assets. And they still have the retail shop, which apparently has lots of stock. Though if Maelstrom defaults on payments to GW/Warlord/etc, wouldn't they not supply Eye of the Storm following that?
This would depend on their credit terms with GW. Arrangements can be made to ensure trading continues. It isn't in GW's interest not to shift stock into the distribution channel. I would expect cash payments up front if credit is withdrawn, which is standard practice. (If internet doom mongering is true).
41151
Post by: lukewild1982
I was told by the unbearably rude guy on the customer service number that I would definitely be included in the next batch getting delivered which was arriving last Friday and that it would be shipped immediately. Still on processing and no sign of it yet and now they don't really seem to want to answer the phone either. Previously maelstrom used to deliver good service at good value. This experience has completely put me off them and will without question never use them again. I have used all my money back with them and intend to accumulate no more. This is after ordering on 28/8
53053
Post by: Jeigh
That sounds like they have way more orders than they can get stock for?
59712
Post by: ted1138
The crazy thing is, while waiting for my order(near two months now), I've spent money with other shops that I would have spent with Maelstrom, but for the fact they're so slow(no way I'm trusting them with more than £25 worth of orders at one time). Poor service = less money spent...
115
Post by: Azazelx
 Gorlack wrote:I have just seen this thread.
I placed an order for some plaguebearers around the time the new ones where released, and have yet to receive them. Around 14 days ago I contacted them and got that EXACT email...
I have just now contacted them about a refund. In all honesty, this is reallty worrying me. Ordered a lot from maelstrom in the past and never experienced anything like this before.
Hi,
We are expecting these to come into stock late next week. We will of course send them as soon as we are able. I apologise for the delays you have had and the inconvenience this has caused.
Yours,
Simon
This was in response to my email 2 weeks after placing an order for stuff that was entirely listed as "in stock" back when they had the brief 30% off ( I never got any part of that order shipped to me, despite all being "in stock".)
If you want a refund, I'd suggest using the phone. I did get my refunds after calling them. It's a bit easier to ignore an email than a polite but firm person on the telephone. Automatically Appended Next Post:  lukewild1982 wrote:I was told by the unbearably rude guy on the customer service number that I would definitely be included in the next batch getting delivered which was arriving last Friday and that it would be shipped immediately. Still on processing and no sign of it yet and now they don't really seem to want to answer the phone either. Previously maelstrom used to deliver good service at good value. This experience has completely put me off them and will without question never use them again. I have used all my money back with them and intend to accumulate no more. This is after ordering on 28/8
Yeah, I got put off by them 2 or 3 times on the phone with polite enquiries (that delivery is coming in this/next week!) before I called up in a polite no- BS mode to get my money back. Beware as well them telling you that "our computers are down" because they seem to have a lot of "computer issues" right now as well. Guy wrote my order numbers down on some paper and I got a manual refund later.
Also, if you paid via PayPal, make sure you're within 45 days and you can open a dispute. Automatically Appended Next Post: ted1138 wrote:The crazy thing is, while waiting for my order(near two months now), I've spent money with other shops that I would have spent with Maelstrom, but for the fact they're so slow(no way I'm trusting them with more than £25 worth of orders at one time). Poor service = less money spent...
I've ordered several of the things they kept putting me off about from different companies in the UK (including Wayland, it must be said), and all shipped same day or within a few days.
64138
Post by: oldandcrabby
It isnt a matter of them having more orders than stock, they have obviously either run out of credit with some suppliers or they are late with payments and have accounts on stop/credit being recalled.
I would be surprised if they have many orders at all looking at the number of complaints about them now.
There is no obvious reason why they would not have the new chaos space marines on their website unless they have no credit left with GW and/or no money to buy them.
They are obviously going under and by the looks of it going to take a lot of customers money with them. My guess is anyone with an outstanding order for GW stuff with them isnt going to get it, they are going to just lose the money.
I wonder if this whole new warehouse thing is a complete fabrication just so they could appear to have a sale to generate some cash to try and get some supplier accounts moving again.
59712
Post by: ted1138
Just under 45 days, so opened dispute with paypal, hopefully I'll get my money back...
44255
Post by: Rayvon
oldandcrabby wrote:It isnt a matter of them having more orders than stock, they have obviously either run out of credit with some suppliers or they are late with payments and have accounts on stop/credit being recalled.
I would be surprised if they have many orders at all looking at the number of complaints about them now.
There is no obvious reason why they would not have the new chaos space marines on their website unless they have no credit left with GW and/or no money to buy them.
They are obviously going under and by the looks of it going to take a lot of customers money with them. My guess is anyone with an outstanding order for GW stuff with them isnt going to get it, they are going to just lose the money.
I wonder if this whole new warehouse thing is a complete fabrication just so they could appear to have a sale to generate some cash to try and get some supplier accounts moving again.
Obviously going under ?
how can you tell this ?
I was in there a couple of weeks ago, all seemed fine.
64138
Post by: oldandcrabby
How can you tell this ?
When your debts are almost twice your assets (and I am guessing the assets are imaginary highly inflated prices for old dead ranges which probably are unsellable), the only way you can keep trading is if the cash flow is good. The fact that they cant get GW, Vallejo and others in shows they have run out of credit, that means death. Its just basic business.
If you were in there few weeks ago, were you at Maelstrom Games new warehouse or at "Eye of the Storm Ltd" shop. The shop is now part of Eye of the Storm Ltd.
http://www.eye-of-the-storm.co.uk
Splitting off stuff into separate companies and leaving the toxic debt in the original company is standard practice when you want to fold a company.
What would your reason for them not being able to get the new GW Chaos Space Marines in be then? Do you think they want to stop selling GW? Lots of GW stock in there when you went few weeks ago then? Or perhaps lots of older stock, dead ranges etc were filling the places where the more popular games used to sit on the shelves?
I wonder if someone from the UK phoned them and asked why they arent doing the new GW stuff, even some of the new Battlefront stuff, wonder what they would say?
115
Post by: Azazelx
Having a brand-new poster with 4 posts in this thread only also raises a few eyebrows. I'm not going to speculate out loud, since you could be anyone, of course. But what got me moving to get my refunds immediately (I was originally going to give them another week to ship the stuff they had again told me as in stock) was the pointing out of the lack of Chaos Space Marines on the site. That equalled the panic button for me, and I had a couple of chats with some excellent CSRs from PayPal before I called Maelstrom back to ask for my refunds.
Wow. Eye of the storm website
Here's some choice bits:
(my bold)
Welcome to Eye of the Storm! We offer a 10-15% discount and FREE postage worldwide with most items!*
WELCOME TO THE EYE OF THE STORM
newsdesk 14-09-12 | 10:25 gmt
Welcome to the shiny new Eye of the Storm store!
This is the webstore for our bricks-and-mortar wargames store and venue located in Mansfield, Nottinghamshire.
To start with, this store will just supply event tickets, but we will shortly expand the range to also include the models we stock in the store.
Their product range:
Note, vastly reduced from Maelstrom - no GW, FFG, etc, etc, etc
· hobby
coat d'arms
formula p3 hobby
the army painter
vallejo
· living card games
· wargames
darklands
flames of war
hordes
infinity
malifaux
warlord games
warmachine
44255
Post by: Rayvon
oldandcrabby wrote:How can you tell this ?
When your debts are almost twice your assets (and I am guessing the assets are imaginary highly inflated prices for old dead ranges which probably are unsellable), the only way you can keep trading is if the cash flow is good. The fact that they cant get GW, Vallejo and others in shows they have run out of credit, that means death. Its just basic business.
If you were in there few weeks ago, were you at Maelstrom Games new warehouse or at "Eye of the Storm Ltd" shop. The shop is now part of Eye of the Storm Ltd.
http://www.eye-of-the-storm.co.uk
Splitting off stuff into separate companies and leaving the toxic debt in the original company is standard practice when you want to fold a company.
What would your reason for them not being able to get the new GW Chaos Space Marines in be then? Do you think they want to stop selling GW? Lots of GW stock in there when you went few weeks ago then? Or perhaps lots of older stock, dead ranges etc were filling the places where the more popular games used to sit on the shelves?
I wonder if someone from the UK phoned them and asked why they arent doing the new GW stuff, even some of the new Battlefront stuff, wonder what they would say?
Well if there was proof that they had ran out of credit with certain companies, then that would give your claims some justification, but there is no proof of this.
Now i am not saying either way what is happening, but i just think you are jumping the gun a tad is all.
21853
Post by: mattyrm
Obviously going under ?
how can you tell this ?
I was in there a couple of weeks ago, all seemed fine
Im not being funny mate, but if they arent, they should be. That at least would excuse some of their actions.
I made a thread about MG weeks ago, telling people how they basically purposely fethed me. Several people said "the same thing happened to me" in that thread alone, and after a few weeks and actually taking the time to look, it basically looks like they are ripping the fething piss out of hundreds of people.
Whoever is running that shower of gak is a chaucerian fraudster, the bloke should be in fething prison.
PM me if a representative for the company does show up by the way, Ill send him my address, he obviously wont have it since he wont have read the 3 emails I sent him to get my money back. 
No but seriously, those guys a fething joke. I tried to call at least ten times to no avail, and they never once replied to any of my emails either, I just got a refund via the site.
What they are up to has long since went past mere incompetence and we are seeing outright fraud. They are taking orders knowing full well that you wont recieve your items for many weeks at best, or possibly not at all as in my case. Its absolutely fething outrageous. If they had any integrity at all they would have shut the webstore down and say "we are currently unable to ship any items in less than a fortnight, so we are taking no further orders until we have rectifited any issues on our end" not just swiping everyones cash and then acting like a mother fether about it. Holding the money for as long as possible and not answering the phone or replying to any emails!?
Not much gets me super pissed, but people basically robbing me does. Not only do I hope the company goes bankrupt, I hope I bump into the owner in the pub so I can take him outside... If I had to kick him once for every customer that has felt defrauded these last three months I would basically be booting him round the car park for 4-6 weeks.
Which is apparently 3 weeks faster than their current shipping times! Arf arf!
18499
Post by: Henners91
Jeigh wrote:That sounds like they have way more orders than they can get stock for?
Maybe.
In the mean time...
...30% SALE!!1111
31213
Post by: astrocat
I'm afraid I'm going to have to join the chorus on this one.
After four years of being satisfied with their service I've had to cancel three orders in the last three months. I currently have one outstanding from five weeks ago, there's no sign of change in the 'processing' status, no communication, no reason anymore to believe they can complete the order.
I've got the nagging suspicion that they are very stretched for cash, and are using my payment to cover earlier costs. This would mean they are not using my payment to order the items for me. Couple this with the lack of updates for the new chaos models and the number of previously satisfied customers expressing doubts on the company's practices and I am doubting Maelstrom's ability to meet my order. It's a shame for them, but they've lost my business.
I'm just glad I paid through Paypal - cut out the middle man and make a claim, escalate it, get you money back, easy.
115
Post by: Azazelx
 Rayvon wrote:
Well if there was proof that they had ran out of credit with certain companies, then that would give your claims some justification, but there is no proof of this.
Now i am not saying either way what is happening, but i just think you are jumping the gun a tad is all.
It's not quite proof, but have a look at the EOTS website and compare it to the Maelstrom one. The EOTS one looks as though it's being set up to replace the Maelstrom one, and it does indeed lack quite a few companies on it...
21499
Post by: Mr. Burning
Eye of the storm and Maelstrom share the same address.
I was under the impression that Eye of the storm was going to be maelstroms store and gaming space name?
16689
Post by: notprop
astrocat wrote:I'm afraid I'm going to have to join the chorus.....
I'm just glad I paid through Paypal - cut out the middle man and make a claim, escalate it, get you money back, easy.
There are no guarantees with Paypal, if they can't get the money from the other account you won't get it.
Always use a credit card even if you plug it into PayPal. Your credit card company will be on them like sin since its their money at the end of the day. I found Paypal a bit more lax about it.
I advise all people waiting on refunds to contact their card company as soon as you smell a rat.
44255
Post by: Rayvon
I always assumed that the eye of the storm was the name of the gaming rooms.
http://events.eye-of-the-storm.co.uk/
 scipio.au wrote: Rayvon wrote:
Well if there was proof that they had ran out of credit with certain companies, then that would give your claims some justification, but there is no proof of this.
Now i am not saying either way what is happening, but i just think you are jumping the gun a tad is all.
It's not quite proof, but have a look at the EOTS website and compare it to the Maelstrom one. The EOTS one looks as though it's being set up to replace the Maelstrom one, and it does indeed lack quite a few companies on it...
Sorry, i missed your post before, it does indeed look like that is very similar, maybe they are just changing the name.
I guess it could be due to financial reasons too.
115
Post by: Azazelx
Mr. Burning wrote:Eye of the storm and Maelstrom share the same address.
I was under the impression that Eye of the storm was going to be maelstroms store and gaming space name?
That's what they had been saying. It's also why the EOTS webstore is so ...interesting in light of these rumours. They were also supposed to be moving to the new warehouse in August, then mid-September. As of last weekend, they were still in the same premises. Automatically Appended Next Post: Rayvon wrote:
Sorry, i missed your post before, it does indeed look like that is very similar, maybe they are just changing the name.
I guess it could be due to financial reasons too.
The thing is that as evidenced in other posts earlier in this thread, EOTS has been spun off into a separate, registered business - as has Bane Legions. If it were a simple name change, I'm sure they'd have just done so on the existing site, and the whole "moving warehouse" thing being put off for two months, combined with endless back-to-back sales, people waiting months for their unfulfilled orders ( mine was at a month, including " in-stock" items), no removal of various brands on the Maelstrom site and yet no new GW stuff (Chaos!) all combines to speak volumes.
5256
Post by: NAVARRO
Some of the reasons to split Banelegions into a new company can be found into a recent interview to maelstrom over here
http://thefrontlinegamer.blogspot.co.uk/2012/09/industry-talk-rob-lane-mierce-miniatures.html
To be honest some of his comments come accross kind of strange. Sad he didnt find the time to clarify all of the costumers over the net worried about their money stuck on maelstrom.
115
Post by: Azazelx
I'll agree with that. I'd personally also be very fething dubious about giving these guys any Kickstarter money based alone on recent customer service and lack of product.
If Maelstrom actually goes under while continuing to accept and even solicit customers' money - which will no doubt go down with it - as they continue to offer "sales" without supplying (most) product, then they certainly deserve to have this information spread widely as possible. We'll still have to wait and see how this all gets resolved. Really though, anyone on the net who is worried and has orders outstanding with Maelstrom would be smart to get their money back quicksmart. If there's no issues, then you can always just re-order the stock later. If the amount of funds being returned by Maelstrom becomes a concern for them, they could always actually address their customers' concerns.
The blogger is clearly more concerned about being a nice guy and not alienating Rob Lane so he could get his interview for the blog while maintaining friendly relations for the future. He does mention knowing "most" of the staff at Maelstrom in the comments, so that may undermine his credibility. (potentially mates interviewing mates?) If he'd asked Rob any of the harder questions or pressed for answers, it would probably have been the end of hte interview at that point. But it would have been worthwhile from a news as opposed to press-release interview standpoint.
59141
Post by: Elemental
When I finally got through on the phone, I was able to get a refund quite promptly, albeit after an hour or so of engaged tones. I mentioned that I'd have quite happily spent it if there was anything in stock.
Till then, Firestorm Games for everything--I've never been disappointed with their service.
18499
Post by: Henners91
I really think that somebody should refer Maelstrom's customer services to this thread...
Though this is probably naive little me assuming that they aren't aware of how people are perceiving their business right now. It's not healthy for them at all.
59712
Post by: ted1138
I don't know what they're doing, but my order is still showing as "processing", but now the amount in "my moneyback" has dropped by the amount my order had increased it by originally. No email to say I'm getting refund though...
23976
Post by: Inanimate
I just received an email telling me that my order has been split, so half of it is now packing (Ravenor: The Omnibus and a mini that has been in stock since I placed the order). It's nice of them to split it up and send what they can, especially after taking so long. Hopefully it won't be too long before they start stocking again.
60720
Post by: OrlandotheTechnicoloured
Just got a dispatch email from Maelstrom staying the stuff I've been waiting 2 months for has dispatched
(I enquired last week and got the 7-10 days email several others have reported)
so maybe things are picking up again
21499
Post by: Mr. Burning
This is what blows my mind, waiting 2 months?! I would be getting product elsewhere if i waited even two weeks past expected delivery.
Gotten me thinking though.
59456
Post by: Riquende
 OrlandotheTechnicoloured wrote:Just got a dispatch email from Maelstrom staying the stuff I've been waiting 2 months for has dispatched
(I enquired last week and got the 7-10 days email several others have reported)
so maybe things are picking up again
Me too (although it was only a 1 month wait).
62951
Post by: Daetsnirg
During one of their sales at the beginning of August, I ended up placing two orders with them a day apart. And it was amazing how much the service differed.
From the first order, one item was in stock and got sent straight away. The other item from the first order got sent the following week. So all was good them.
The order that was placed the day after took a month with no word about the delay or anything. When I had emailed asking what had happened to my order, I got pretty much the standard response (I think I saw someone else put the email in this thread).
It is a shame that customer service is dropping since I have been a customer of their's for a fair while now.
60720
Post by: OrlandotheTechnicoloured
Mr. Burning wrote:This is what blows my mind, waiting 2 months?! I would be getting product elsewhere if i waited even two weeks past expected delivery.
Gotten me thinking though.
Part of my problem was I ordered stuff knowing one item was not in stock & I might have to wait a month.... fair enough
but unfortunatly once it arrived (& shipped) the rest of the order had gone out of stock.... they really should have kept them back for me, but oh well
as long as they arrive this week
Whether I go back to them ? They do have a very wide range so if I have a large order, maybe.
If it's a small specific one I'll try another supplier
115
Post by: Azazelx
I'd wait it out and see what happens at this stage. The Chaos stuff is now up for pre-order, but until I see or hear something more concrete (moving warehouse?) then I'll be playing it safe with my money.
18410
Post by: filbert
Well, I ordered a bunch of Carnevale stuff off them and both orders arrived within a couple of days but this was because they were stopping stocking the line and were clearing out existing stock (at 40% off too which was nice) so I was fairly certain they had it all in stock ready to go. I certainly wouldn't order anything that I didn't know was in stock from them though. The recent reports coming form various people about waits, delays and refunds do not paint a picture of a healthy business - if this isn't the case, then they really need to come on here and say something. The owner is a member of Dakka IIRC and has commented on things in the past so one can only assume his silence speaks volumes.
21499
Post by: Mr. Burning
filbert wrote:Well, I ordered a bunch of Carnevale stuff off them and both orders arrived within a couple of days but this was because they were stopping stocking the line and were clearing out existing stock (at 40% off too which was nice) so I was fairly certain they had it all in stock ready to go. I certainly wouldn't order anything that I didn't know was in stock from them though. The recent reports coming form various people about waits, delays and refunds do not paint a picture of a healthy business - if this isn't the case, then they really need to come on here and say something. The owner is a member of Dakka IIRC and has commented on things in the past so one can only assume his silence speaks volumes.
This would help. A lot!
I think it is also interesting how long how long people expect to wait for an order and what they expect from a seller or shop with regards to wargaming purchases.
Does a discount and the expectation, and indeed acceptance of delays, serve to hamper improved customer service, preserving the status quo?
44523
Post by: SirAngry
scipio.au wrote:I'll agree with that. I'd personally also be very fething dubious about giving these guys any Kickstarter money based alone on recent customer service and lack of product.
If Maelstrom actually goes under while continuing to accept and even solicit customers' money - which will no doubt go down with it - as they continue to offer "sales" without supplying (most) product, then they certainly deserve to have this information spread widely as possible. We'll still have to wait and see how this all gets resolved. Really though, anyone on the net who is worried and has orders outstanding with Maelstrom would be smart to get their money back quicksmart. If there's no issues, then you can always just re-order the stock later. If the amount of funds being returned by Maelstrom becomes a concern for them, they could always actually address their customers' concerns.
The blogger is clearly more concerned about being a nice guy and not alienating Rob Lane so he could get his interview for the blog while maintaining friendly relations for the future. He does mention knowing "most" of the staff at Maelstrom in the comments, so that may undermine his credibility. (potentially mates interviewing mates?) If he'd asked Rob any of the harder questions or pressed for answers, it would probably have been the end of hte interview at that point. But it would have been worthwhile from a news as opposed to press-release interview standpoint.
Firstly I wasn't concerned with being a 'nice guy'. You can ask questions and not get answers. I primarily did the interview because people asked me to find out more about Darklands. I did try asking about the split away from Maelstrom Games, as I too have my doubts and concerns. However, I have to take peoples answers at face value. I did ask more, but got no further answers, it's just a business decision. Do I think that's all it is? Honestly, I'm not sure. Like everyone else I've heard the rumours of large debts, and not being able to get stock in because of it. Would I order something from Maelstrom right now? Not on your Nelly!!! If it's in stock then maybe. If not, no chance there just too much uncertainty for my liking. I am trying to find out what the hell is going on but if no one is willing to give me any answers what more can I do? I've asked people and been met with denials, deathly silence or hearsay without evidence. one way or the other. I'll continue asking, my questions and if I get anything concrete I'll post it up, but I'm not going to start making wild accusations without evidence and proof. That's just not right.
Oh yeah, and me and Rob Lane haven't always seen eye-to-eye on all topics that's for sure. I was highly critical of his fall out with Battlefront Miniatures and how that was handled, and a few other things as well.
115
Post by: Azazelx
As someone who had 400 pounds of stuff backordered for over a month, including a pile of stuff that was actually "in stock" when I ordered it (apparently, then apparently not since they threw it all on BO right after taking my money) - as well as being fed a line of BS at least twice by one of the staff members when I called up to enquire about my order (I'll let you guess who from this thread's posts by multiple posters), I took a smidegeon of offence in the comments where you got defensive telling people not to spread rumours or discuss it since it might hurt the staff's feelings. The only comms I got from them was of course more emails advertising another 20% off sale, or another 30% or 40% off discontinued lines sale (Such as Red Box Games, who they were trumpeting loudly as a new range they were stocking only a few months ago).
From a customer's perspective, months of "moving" sales, no updates on the backordered stuff outside of me needing to ring them, getting told "later this week" and "next week" on multiple occasions that never followed through since the stuff obviously never came in, being told that their computers suddenly done got broken on multiple occasions when I asked them to look up my order.. I did finally get my money back, but it was a needlessly stressful process. I was a good, regular customer of theirs for at least 5 years. I spent a lot of money with them. While I don't have any wish to see them go down, I've got no wish to see them take anyone else for a ride either.
So anyway, I'll give you credit for being realistic on the Boob Warriors discussion on here when Rob tried to write it off as mindless angry internet hate, but I saw no mention of the current Maelstrom situation in the article, nor any sign that you brought it up with Rob in any manner - even in a friendly "Any updates about the warehouse move, old chap?" manner. If you asked more but he refused to discuss it, then that in itself is something worth noting, especially in the current situation where a lack of communication seems to be incredibly notable. Certainly not that you pressed him for answers, but as you said, took it all at face value. To me, that's being a diplomatic nice guy, rather than risking alienating him. I'm not criticising you for that per se, as it's your choice, but I certainly stand by pointing it out. Wild accusations and a lack of proof is one thing, but a deathly silence when these kinds of rumours are floating about while continuing to offer "sales" and solicit customers' money is completely bad form. I think it's a much better situation that people become aware of the situation as we now of it now and get their refunds while they can, than stick heads in the sand and hope for the best, or worse still, not even be aware of this stuff when it's a very real concern that they will go down, taking people's money with them...
With this talk about a Darklands Kickstarter starting to brew around, I'd also think the trustworthiness of Rob Lane and Maelstrom Games should be at the top of the concern list going forward. If they choose to address serious rumours like this with deathly silence, well, I think that says it all...
44523
Post by: SirAngry
I did ask what the rationale for him splitting Mierce Miniatures (BaneLegions) was from Maelstrom Games. He gave me his answer. I can't then go and say, you're lying if I have no proof can I? I do think people shuld ask questions about the piss poor service. I have asked about that and also advised him to put out statements. The fact Maelstrom haven't does sort of tell its own story I guess, but I'm not going to make wild accusations and snide comments without first knowing the facts. If Maelstrom does go to the wall then it's not just customers that will be hurt, it'll be suppliers, and ultimately the industry as a whole. In all honesty I couldn't and wouldn't advise people to order from Maelstrom Games right now. I just couldn't.
5256
Post by: NAVARRO
Well, I liked the interview and I think there's not much that can be asked to someone who refuses to refute incredibly damaging rumours... The silence itself tells us something is not right.
I would be very prudent on investing in a kick-starter by Mael at this point.
115
Post by: Azazelx
SirAngry wrote:I did ask what the rationale for him splitting Mierce Miniatures (BaneLegions) was from Maelstrom Games. He gave me his answer. I can't then go and say, you're lying if I have no proof can I? I do think people shuld ask questions about the piss poor service. I have asked about that and also advised him to put out statements. The fact Maelstrom haven't does sort of tell its own story I guess, but I'm not going to make wild accusations and snide comments without first knowing the facts. If Maelstrom does go to the wall then it's not just customers that will be hurt, it'll be suppliers, and ultimately the industry as a whole. In all honesty I couldn't and wouldn't advise people to order from Maelstrom Games right now. I just couldn't.
You absolutely did ask him what the rationale was, and he gave you the pre-fab answer. That's fine. To perhaps clarify, you could have asked another couple of questions that relate to the current situation, ideally at the end of the interview. One about the status of the "warehouse move" and perhaps one final question point blank asking him if he is aware of the rumours and if he'd like to pass on any messages to his customers and suppliers. Those questions are not rumourmongering or making wild accusations, but a question about the broader business and one giving him a broad platform to address the current situation - to both customers and suppliers. That's what I've been getting at. I apologise if my tone has been otherwise unclear or antagonistic towards you.
44523
Post by: SirAngry
scipio.au wrote:SirAngry wrote:I did ask what the rationale for him splitting Mierce Miniatures (BaneLegions) was from Maelstrom Games. He gave me his answer. I can't then go and say, you're lying if I have no proof can I? I do think people shuld ask questions about the piss poor service. I have asked about that and also advised him to put out statements. The fact Maelstrom haven't does sort of tell its own story I guess, but I'm not going to make wild accusations and snide comments without first knowing the facts. If Maelstrom does go to the wall then it's not just customers that will be hurt, it'll be suppliers, and ultimately the industry as a whole. In all honesty I couldn't and wouldn't advise people to order from Maelstrom Games right now. I just couldn't.
You absolutely did ask him what the rationale was, and he gave you the pre-fab answer. That's fine.
To perhaps clarify, you could have asked another couple of questions that relate to the current situation, ideally at the end of the interview. One about the status of the "warehouse move" and perhaps one final question point blank asking him if he is aware of the rumours and if he'd like to pass on any messages to his customers and suppliers. Those questions are not rumourmongering or making wild accusations, but a question about the broader business and one giving him a broad platform to address the current situation - to both customers and suppliers. That's what I've been getting at. I apologise if my tone has been otherwise unclear or antagonistic towards you.
No I don't think your tone was antagonistic, I was just letting you know that perhaps maybe some of those things have and were attempted, but I've not had a response. I'd also point out the interview was more about Darklands, I'm hoping in the next few days to ask about Maelstrom Games, Eye of the Storm and what is going on. I can say that I personally do not think all is rosy at Maelstrom Games. I can read between the lines like anyone else. I too have asked for and received refunds on pre-orders. Hopefully I'll get some answers for people soon, not promising anything, but I'll try.
60720
Post by: OrlandotheTechnicoloured
Well my long waited for stuff arrived yesterday
(so the 'it should go out in 7-10 days time' was accurate
So I'm happy now
(but probably not ordering from them again until this situation has resolved one way or another)
55568
Post by: CainTheHunter
I wonder if Maelstrom will have the new Flames of War "Open Fire" plastic starter set ... It should have been on pre-order already...
6679
Post by: mercer
I've been waiting for two and a half weeks for my stuff. I ordered a unit of Plaguebearers and a Soul Grinder, which the Plagues were showing as in stock when I ordered.
I rang them up yesterday and was told they've been having stock problems and my order should arrive with them this week and I have it early next week.
I have read G.W are being a ballache, but my local stores are not having problems receiving stock from G.W. I only ordered with Maelstrom to use my money off.
Hopefully my stuff will turn up next week.
16689
Post by: notprop
You'll get the same deal (-10% and free shipping) from Wayland Games and others rather than risk it with MG.
Whether they are going out of business or not, they are clearly not focusing on their webstore.
5523
Post by: Vindicare101
Thought I'd post my experiance up on here as well...
So... I recently attended an event held at the Eye of the storm... and the racks were bare... and I mean bare... hardly anything available in store..
Now.. you might mention the warehouse move... but.. as a retail store, it shouldn't matter where the stock is held in bulk... the shop should be stocked at all times... especially when you have 80 odd geeks decending on the place, money in hand ready to buy stuff.. but no... nothing..
So.. I've got a few outstanding orders, got fed the line over the past couple of weeks as to when the stock would arrive... when I saw mention on here of the www.eye-of-the-storm.co.uk website.. and had myself a look... not only is it a carbon copy of the maelstrom site, it also has in stock a number of items that were out of stock on the maelstorm site !..
One quick call later, raising my voice only slightly (not the shop guys fault as to what was happening) and some of my long awaited items were suddenly winging their way to me at long last...
But.. since then.. still no stock... no communication from them at all... and now, when I do try to phone, the line is perpetually engaged... so, either the phone is ringing off the hook, or they've stopped taking calls.. which is very worrying indeed..
I've seen the finacial results that have been dotted around on here a few places... with the £3-400k owed to creditors.. and that this is offset by the fact that they have a mortgage on the venue... that's not strictly true... they rent it.. with the option to buy at a later date... so.. the figures as seen are debt.. pure and simple..
269
Post by: Atma01
Just got another Maelstrom sale email. And this is the header;
Maelstrom Games - 20-30% LAST-GASP WAREHOUSE MOVE SALE!
Not exactly a great choice of name given some of the recent issues eh?
21499
Post by: Mr. Burning
 Atma01 wrote:Just got another Maelstrom sale email. And this is the header;
Maelstrom Games - 20-30% LAST-GASP WAREHOUSE MOVE SALE!
Not exactly a great choice of name given some of the recent issues eh?
Maelstrom must be the only company I know of who are moving to a new warehouse and do not have anything to stock it with.
I really would like to think that there will be a restock when the move is completed but...
115
Post by: Azazelx
SirAngry wrote:
No I don't think your tone was antagonistic, I was just letting you know that perhaps maybe some of those things have and were attempted, but I've not had a response. I'd also point out the interview was more about Darklands, I'm hoping in the next few days to ask about Maelstrom Games, Eye of the Storm and what is going on. I can say that I personally do not think all is rosy at Maelstrom Games. I can read between the lines like anyone else. I too have asked for and received refunds on pre-orders. Hopefully I'll get some answers for people soon, not promising anything, but I'll try.
Well, as I said before, I think it would have been better if that were mentioned in the article, even as footnotes. Either as direct quotes or in terms of "I also asked Rob about XYZ and he declined to make any comment". Either of those would be journalistically credible. Automatically Appended Next Post:
The move will occur the weekend after next
...
To that end, we're offering you an amazing 30% off UK RRP on any stock we hold for any product - except for Flames of War products, which we are setting at 20% off UK RRP, and Templar's Forge, which are at 50% off UK RRP - until Friday, 12th of October 2012 at midnight (GMT)!
So, Flames of War stuff at 20% off? Offering more than 10% on BF/ FoW stuff was the main reason for the Great Battlefront Stouch last time, wasn't it?
Pushing the "warehouse move" forward another two weeks as well.
494
Post by: H.B.M.C.
Maelstrom's having a sale?
Don't they usually only have them on parts of the week that end in 'day'?
16689
Post by: notprop
Like closingdownd....er I mean movingday.
44255
Post by: Rayvon
Ive still not been able to see this eye of the storm webstore !!
21499
Post by: Mr. Burning
Rayvon wrote:Ive still not been able to see this eye of the storm webstore !!
Here it is!!
http://www.eye-of-the-storm.co.uk/
Enjoy!!
44255
Post by: Rayvon
Thanks !
I could not find it on google or other searches.
115
Post by: Azazelx
It was linked a couple of times earlier in the thread, but it's eerily similar, isn't it?
Also, for the significance of Battlefront/Flames of War stuff at 20% off - this link (while it's still there) pretty much explains that Battlefront cut Maelstrom off some time ago when they were including FoW stuff in their various 18% sales. In the last half-dozen "warehouse moving" sales in as many weeks, FoW/ BF/GF9 stuff was excluded. So "last-gasp warehouse move" or not, it's easy enough to make what I think would be a reasonable inference under the circumstances...
http://www.maelstromgames.co.uk/downloads/Public_Statement_Regarding_Battlefront_Miniatures.pdf
5256
Post by: NAVARRO
The way I see it there are 2 options here...
- They are moving wharehouse and splitting companies to make everything smoother/ better in the future for all
- They are just closing down X and saving all that they can... and then open Y or not open at all...
Both of those options need to be crystal clear and clarified because, if the future of new companies and KS's etc is to start by alienating costumers trust then good luck recovering from the credibility damage... trust takes years to bult and days to kill and atm I dont think anyone informed would trust them any money.
The second option if they are closing down and insist on taking people money without honoring the orders and delivering the goods then errr its fraud?
So the way I see it the behaviour displayed regardless of the actual state of the company is self destructive for any present or future online business.
I can tell you this much reading the few times maelstrom posted on dakka and that interview I just hope the silence treatment its just another simple case of arrogance and intolerance wich he is common for... thing is by the end of it the pacient is dead and spending money in heaven
64762
Post by: edgarfriendly
What you read below you is fact, which with a small amount of digging can be verified. It is widely known within the wargames industry but when unfortunate business circumstance turns into something which starts to look very much like outright fraud from a layman's perspective there comes a point when customers who are in real terms minor creditors must be warned.
Earlier in 2012 Maelstrom Games ran up a six figure debt with one of their major suppliers, when it became clear to that supplier that Maelstrom were unable to fulfill their credit obligations their account was restricted and a payment plan for the outstanding monies created. Maelstrom have not kept up with that agreement, falling short on the repayments yet expecting supply to continue by using the threat of folding the company with the debt in it as what is essentially a blackmail tactic.
Throughout the time they failed to keep up with their payment plan to this supplier new models have been created, new leases signed, new businesses formed all of which have significant financial cost attributed to them, money which has been made through product and ticket sales. It has been mentioned on this thread previously why the business has been split and it's clearly for the reasons stated, move the assets, bin the debt, come out smiling on 'the other side'.
Supply has now been ceased by the supplier in question and the debt reassigned to another company, MG have been informed of this yet curiously orders continue to be taken against stock that has not yet been purchased and in many case can't be, as this industry is small and news travels fast.
What the company that now own the debt will do is not yet clear and what MG are doing with customers' money isn't yet clear either.
What is clear is that by any real definition and if one views their latest filed accounts can be verified is that they are trading insolvently.
Caveat Emptor
Edgar
59712
Post by: ted1138
Paypal gave me my money back, so very glad I didn't wait for the 7-10 working days they quoted in the last email, as I would still not have my items, and it would now be to late to file a claim...
64138
Post by: oldandcrabby
It is very obvious that Maelstrom Games Ltd is the container for the debt and will be the sacrificial lamb offered to the god of liquidation.
It is just such a shame so many suppliers and probably customers will be left high and dry. It was only a matter of time before Battlefront finally concluded they aren't going to get their money back and dropped them.
It is even more of a shame that only a small percentage of people will know they are in trouble and get their money back, the rest will just get stitched.
4001
Post by: Compel
oldandcrabby wrote:
It is even more of a shame that only a small percentage of people will know they are in trouble and get their money back, the rest will just get stitched.
That's a good point, is it worth giving Watchdog a bell, I wonder?
http://www.bbc.co.uk/watchdog/gotastory/
Seems a pretty easy thing to fill out. Mind you, I haven't bought anything from them for months.
23976
Post by: Inanimate
I noticed something while using the store locator on GW's site. I couldn't find Maelstrom, but Eye Of The Storm was on there. Have they dropped Maelstrom? Is EOTS the physical store, or is it a new entity completely; one which is rumoured to take over all assets?
64773
Post by: Stunty46
 Inanimate wrote:I noticed something while using the store locator on GW's site. I couldn't find Maelstrom, but Eye Of The Storm was on there. Have they dropped Maelstrom? Is EOTS the physical store, or is it a new entity completely; one which is rumoured to take over all assets?
Just checked the current white dwarf (eye of the storm) and an old white dwarf (maelstrom games) so its looking like maelstrom is no more. Im sure we will hear a reason soon enough.
22054
Post by: Bloodhorror
You'd think so Stunty, but as of yet, and after Myself and Mark Furnis having asked them... They've said there fine and it'll all be sorted soon...
When the feth is soon ¬¬?
494
Post by: H.B.M.C.
edgarfriendly wrote:Supply has now been ceased by the supplier in question and the debt reassigned to another company, MG have been informed of this yet curiously orders continue to be taken against stock that has not yet been purchased and in many case can't be, as this industry is small and news travels fast.
And what product line would that be?
62238
Post by: MarkyMark
Vindicare101 wrote:Thought I'd post my experiance up on here as well...
So... I recently attended an event held at the Eye of the storm... and the racks were bare... and I mean bare... hardly anything available in store..
Now.. you might mention the warehouse move... but.. as a retail store, it shouldn't matter where the stock is held in bulk... the shop should be stocked at all times... especially when you have 80 odd geeks decending on the place, money in hand ready to buy stuff.. but no... nothing..
So.. I've got a few outstanding orders, got fed the line over the past couple of weeks as to when the stock would arrive... when I saw mention on here of the www.eye-of-the-storm.co. uk website.. and had myself a look... not only is it a carbon copy of the maelstrom site, it also has in stock a number of items that were out of stock on the maelstorm site !..
One quick call later, raising my voice only slightly (not the shop guys fault as to what was happening) and some of my long awaited items were suddenly winging their way to me at long last...
But.. since then.. still no stock... no communication from them at all... and now, when I do try to phone, the line is perpetually engaged... so, either the phone is ringing off the hook, or they've stopped taking calls.. which is very worrying indeed..
I've seen the finacial results that have been dotted around on here a few places... with the £3-400k owed to creditors.. and that this is offset by the fact that they have a mortgage on the venue... that's not strictly true... they rent it.. with the option to buy at a later date... so.. the figures as seen are debt.. pure and simple..
Guessing we were at the same event and to say the shop was bare is spot on, there were two characters on the racks, both imp guard and one of each, about 8 boxes on the shelf below wanted to spend a few hundred quid there but now wished I had at warhammer world.
The event was run fine, no issues there but the store is branded as eye of the storm not sure if its always been that way?. I did mention a few times about the lack of stock and was given the response of warehouse move
21358
Post by: Dysartes
I know the venue has always been called the Eye of the Storm, but I can't remember what the branding was at it when I was there in July.
14844
Post by: Jpr
By law any new company containing assets moved from an old company has to exist for a year otherwise any debt can be transferred to it. My guess is they are trying to hang on for as long as possible, most likely until after christmas then folding and taking the debt with it.
57314
Post by: laffe
I notice that the Eye of the Storm website has a lot of Dust Tactics figures in stock, while Maelstrom only have a couple of sets in stock...
Is it time to get worried?
64138
Post by: oldandcrabby
I think the time to worry has long gone, anyone with an outstanding order is now just taking a gamble with them as to whether they will get goods or refund.
Has anyone actually seen this new warehouse or have the address ? Presumably it doesnt exist and has just been used to give some validaty to the constant sales.
38325
Post by: Jayce_The_Ace
I put in a couple of orders over the weekend - just small ones to use up store credit I had, and the one placed on Friday night (05/10/12) is showing as packing already - which if true is pretty nice.
I hope Maelstrom aren't about to go under, as they've been my main go to guys for on line purchases for a few years now, but I guess we'll see what we shall see.
21499
Post by: Mr. Burning
and as sometimes it takes a while to get the product thanks to their trade policies
Maelstrom, stop adding this to your apologies.
Why can't they just apologise about their poor CS? and be done with it? Blaming their suppliers for trade terms - which are now established - just reflects badly on them, again. (And in my experience of CS this is just about absolving them of guilt).
'Dear customer WE screwed up.' would be better IMO.
23976
Post by: Inanimate
 Jayce_The_Ace wrote:I put in a couple of orders over the weekend - just small ones to use up store credit I had, and the one placed on Friday night (05/10/12) is showing as packing already - which if true is pretty nice.
I hope Maelstrom aren't about to go under, as they've been my main go to guys for on line purchases for a few years now, but I guess we'll see what we shall see.
Did you order things that were in stock?
64709
Post by: Electroo
scipio.au wrote:It was linked a couple of times earlier in the thread, but it's eerily similar, isn't it?
Also, for the significance of Battlefront/Flames of War stuff at 20% off - this link (while it's still there) pretty much explains that Battlefront cut Maelstrom off some time ago when they were including FoW stuff in their various 18% sales. In the last half-dozen "warehouse moving" sales in as many weeks, FoW/ BF/GF9 stuff was excluded. So "last-gasp warehouse move" or not, it's easy enough to make what I think would be a reasonable inference under the circumstances...
http://www.maelstromgames.co.uk/downloads/Public_Statement_Regarding_Battlefront_Miniatures.pdf
Wow. Thats very unprofessional of Maelstrom... Screams of someone in trouble.
I must say I would put them on cash with order if they came to my company and asked for credit.
It all screams of a company in real trouble, blaming others, trying to embarise companys in to dealing with them on there own terms, etc.
Far be it from me to tell people not to buy from them, but I would not, and if I did I would pay with credit card and be calling constantly if the order was not wiht me sharpish.
38325
Post by: Jayce_The_Ace
Inanimate wrote: Jayce_The_Ace wrote:I put in a couple of orders over the weekend - just small ones to use up store credit I had, and the one placed on Friday night (05/10/12) is showing as packing already - which if true is pretty nice.
I hope Maelstrom aren't about to go under, as they've been my main go to guys for on line purchases for a few years now, but I guess we'll see what we shall see.
Did you order things that were in stock?
Yes, I made sure to only order stuff that was showing as in stock - not that that necessarily guarantees anything really.
63737
Post by: Mara
So, all in all, would you now advice anyone to use their earned moneyback for purchases, so that at least a refund is possible?  I wouldn't really care to lose my gathered up 21€
41151
Post by: lukewild1982
Well I finally gave up with maelstrom and got my money back as they still could not give me a delivery date after having my money for over 6 weeks not. Just been one example after another of shocking customer service, absolute waste of my time and will absolutely never spend money with them again and I would strongly advise everyone else to avoid them like the plague now too
4001
Post by: Compel
lukewild1982 wrote:Well I finally gave up with maelstrom and got my money back as they still could not give me a delivery date after having my money for over 6 weeks
Since you're in the UK, I'd like to re-suggest the writing to watchdog idea. http://www.bbc.co.uk/watchdog/gotastory/
The form seems pretty straightforward and I'd do it myself, except I actually haven't bought anything from maelstrom recently for it to be applicable.
55568
Post by: CainTheHunter
Currently, they are not allowing to use Paypal for payments on their site...
57314
Post by: laffe
Ouch. They must have been hit quite a lot by PayPal complaints. They still have the PayPal logo on the front page though...
55568
Post by: CainTheHunter
 laffe wrote:
Ouch. They must have been hit quite a lot by PayPal complaints. They still have the PayPal logo on the front page though...
Yeah. That was the only reason why I was prepared to take risks and use their 30% discount. After finishing order and almost automatically hitting "place the order" I noticed that something is wrong - it chose VISA as default payment and I was unable to click in the Paypal, although it is still there - both on the front page and ordering page, but You cannot choose. A couple of hours ago I mailed to Maelstrom asking for info, but no reply was given yet. i guess, I'll pass on this opportunity, though some stock on their webpage seems tempting.
115
Post by: Azazelx
You know what's more tempting? Getting what you pay for!
I'm trying not to post too much in this thread, so it doesn't appear that I'm piling on, but I received none of the complete order of "in-stock" items from the first "30% off" sale before asking for my money back over a month later.
6679
Post by: mercer
I have just rang Maelstrom regarding this. They said it is because they are moving warehouse and hence why no stock. They also said they are having problems with G.W.
I did ask them about EoS, and they said it's their shop and Maelstrom is still going.
Of course, this is just what they said and may not be the truth.
They've messed be about with delivery once and won't do it a second time. They have told me my stuff will be in next week and sent then, which is over a month waiting!
115
Post by: Azazelx
My "in stock" stuff was all Warlord Games, not GW. Also, it was "in stock". Right up until it was "coming in later this week/next week" for three weeks worth of phone calls. Yeah, they strung me along by telling me the same thing for three weeks that they just told you. If I were you, I'd get my money back now, but it's your call and your money. Also, interestingly, their Mierce Miniatures offshoot has started posting in N&R: http://www.dakkadakka.com/dakkaforum/posts/list/481333.page I'd assume that it's Rob Lane's new Dakka account, as "Rob" would semi-regularly post in the Banebeasts thread. Which is where the "internet hate" discussion mentioned in SirAngry's blog post happened. So I'd imagine it's likely he's also aware of this thread, and has unfortunately chosen to continue the policy of deathly silence.
55568
Post by: CainTheHunter
scipio.au wrote:You know what's more tempting? Getting what you pay for!
I'm trying not to post too much in this thread, so it doesn't appear that I'm piling on, but I received none of the complete order of "in-stock" items from the first "30% off" sale before asking for my money back over a month later.
Well, You are aussie... Having heard all those stories about how You guys are being treated I sometimes think that all people which behaved naughty in their previous lives have been reborn as wargamers in Australia...
4001
Post by: Compel
Here we go....
Hi there,
Here at Maelstrom Games ( www.maelstromgames.co.uk) we have decided to clear as much of our hard-earned stock as we possibly can over the next few days - and therefore generate some much-needed cashflow - in order to ensure we can fulfil the orders that you, our valued customers, have placed over the last few weeks. To that end, we have decided - in consultation with our trading partners - to sell our remaining stock of Battlefront Miniatures (at 25% off), Perry Miniatures, Victrix, Plastic Soldier Company, Artizan Designs, Gripping Beast and Great War Miniatures (all at 30% off). All other ranges' stock will now be sold at 40% off UK RRP - we hold good stocks of Gamezone Miniatures, Dark Age, Cool Mini or Not and Scibor Miniatures, and there's a fair bit of Privateer Press and Malifaux left too. As well as that, from this moment onwards we have decided to stop any customer from placing orders for items that are not in stock, simply so that we can clear the orders that have already
been placed.
A FEW DETAILS
--------------------------------------------------------------------------------------------------------------------
We have not made this decision lightly, and please note that we have absolutely no issues with any of the above manufacturers or suppliers; we are simply trying to sell off stock in order to clear older orders and ease any worries our customers may have regarding the speculation that is currently rife on the internet. As well as that, we believe that our retailing model must now change to selling products that are in stock at the time of purchase, and as such that will continue to be in place in the future, once our orders are cleared and our stock is sold.
I would ask all of our customers to remain as patient as they can with Maelstrom Games and, indeed, our staff, for we will use the money generated by the sale of our stock to ensure all of your orders are fulfilled in their entirety as quickly as possible. We remain committed to servicing our customers first and foremost and will continue to do so in the future.
YOUR STOCK CLEARANCE SALE VOUCHER
--------------------------------------------------------------------------------------------------------------------
To recap, we're clearing our remaining stock of Flames of War products at 25% off UK RRP, and clearing Perry Miniatures, Victrix, Plastic Soldier Company, Artizan Designs, Gripping Beast and Great War Miniatures at 30% off UK RRP until this Friday, 12th of October 2012 at midnight (GMT). Everything else is at 40% off UK RRP bar Templar's Forge products, which are being cleared at 50% off UK RRP, please note.
These kind of sales do not occur very often and we would hope that you take advantage - and remember, our stock will be sold on a first come, first served basis so you will have to decide what you want very quickly as we suspect it will sell very quickly!
The voucher will work on all the items in our webstore that are IN STOCK ONLY, but it will NOT work on any out of stock items or pre-orders, nor anything within our eBay store.
Your voucher code is: WAREHOUSE-MOVES
To use this voucher simply register on the webstore, www.maelstromgames.co. uk (if you haven't already), copy and paste the code into the Voucher field in your basket when you have selected the items you want, press 'REDEEM', and the webstore will do the rest. You are not limited to one purchase and, indeed, we would ask you to recommend us to your friends with this voucher!
Remember though that this voucher is intended for the webstore only - it does not apply to any of our auctions or Fixed Price items on eBay.
Happy Ordering!
40163
Post by: UNCLEBADTOUCH
Reading this really rings major alarm bills. To me this says that although you have paid for your orders we used that money on something else. To get the stock to fulfil your order we need more orders to generate the cash. So where did those customers money end up?
Starting to sound like a Ponzi scheme, get new investment to fulfil previous commitments then rinse and repeat ad nauseam.
60720
Post by: OrlandotheTechnicoloured
Scary stuff
I read that as saying they can't afford to prder the stuff folk have ALREADY paid for unless they liquidate stock
If somebody pays for say a Malifaux box set I'd expect the retailer to order that box set with the cash (unless it was in stock anyway)
That doesn't read like that has been their business model
4001
Post by: Compel
Well, on a whim, I had a punt at a few 'in stock' scibor miniatures, also mostly to use up my moneyback.
Of course, I did use my credit card for it, just in case.
Also, partly to put my money where my mouth is, so that if/when they do screw me over, I can fill out that form for Anne.
41151
Post by: lukewild1982
I just got the above email too, I was about to delete the subscription to the endless bloody emails they send out and then happened to read the reasons for it and I was not shocked at all. In fact what I was shocked about was that they have finally admitted to us all that there is actually an issue. The fact that they have also now burnt their bridges with PayPal is even more terrifying. I think by the end of the year they will be a mere memory of in the Interweb
15094
Post by: pixelpusher
As well as that, from this moment onwards we have decided to stop any customer from placing orders for items that are not in stock, simply so that we can clear the orders that have already
So... The stuff listed as "in stock" never really was in stock, and now you have also lost your credit at your distributors, so the only option left is to Ponzi and hope everything works out?
5256
Post by: NAVARRO
This is not going to end well 
64138
Post by: oldandcrabby
So to summarise
- they have lost their battlefront account
- they have no credit left with other key ones including GW. GW arent mucking them about they are just refusing to send stuff to them til they pay for it, but Maelstrom do the easy thing and blame GW when it isnt their fault !
- nearly 600k of debt, probably more by now
- lots of orders that they have taken money for and have no stock for and no money to buy the stock
- sale after sale to generate cash
- no paypal, so they have either lost their account due to the number of chargebacks or have removed it as it is so easy to do a dispute in paypal.
- apart from Fow most of the stock they have isnt key stuff so a lot of it wont sell
- no cashflow, they openly admit
If anyone still seriously thinks Malestrom Games Ltd is moving into a lovely new warehouse they must be taking some serious drugs ! I cant believe Maelstom are still pushing that old story, it is just a joke.
22975
Post by: Winact
Dissapointing to see maelstrom go down like this, I note the total lack of any mention of GW in that mailshot too- is that so they can say they have no issues with the suppliers mentioned?
Shame really, Maelstrom were a long time supplier of my hobby and until recently were very good.
All good things must come to an end though (usually going via bad things on the way out though unfortunately!!)
23976
Post by: Inanimate
Nice of them to admit it at least. It was hinted in the previous mail that they desperately needed cash, but it's nice with proper recognition. I think I'll let them process the final piece of my order, but after that is done, I'll be wary of using them for a while.
21499
Post by: Mr. Burning
If they complete my order, all well and good.
I probably won't buy from them again . It's good Rob has finally taken note and realised that a mail order company who cannot get the stock to fulfil customer orders is a farce.
Too little too late? Maybe.
Other companies take note, I will be testing you in the future.
49292
Post by: Eiríkr
Hrm.
Time to jump to Wayland.
44255
Post by: Rayvon
Well i got the darklands stuff I ordered within a week, although i do live quite near to them, guess i just got my order in, in time !
oldandcrabby wrote:So to summarise
- they have lost their battlefront account
- they have no credit left with other key ones including GW. GW arent mucking them about they are just refusing to send stuff to them til they pay for it, but Maelstrom do the easy thing and blame GW when it isnt their fault !
- nearly 600k of debt, probably more by now
- lots of orders that they have taken money for and have no stock for and no money to buy the stock
- sale after sale to generate cash
- no paypal, so they have either lost their account due to the number of chargebacks or have removed it as it is so easy to do a dispute in paypal.
- apart from Fow most of the stock they have isnt key stuff so a lot of it wont sell
- no cashflow, they openly admit
If anyone still seriously thinks Malestrom Games Ltd is moving into a lovely new warehouse they must be taking some serious drugs ! I cant believe Maelstom are still pushing that old story, it is just a joke.
Seeing as all your posts on this forum have been in this thread i doubt anyone can believe anything you say.
Not sticking up for mealstrom btw, their problems seem quite real, but the warehouse is definately moving from where it was so that one is not a lie at least, as for the rest of it, who knows.
21499
Post by: Mr. Burning
Rayvon wrote:Well i got the darklands stuff I ordered within a week, although i do live quite near to them, guess i just got my order in, in time !
oldandcrabby wrote:So to summarise
- they have lost their battlefront account
- they have no credit left with other key ones including GW. GW arent mucking them about they are just refusing to send stuff to them til they pay for it, but Maelstrom do the easy thing and blame GW when it isnt their fault !
- nearly 600k of debt, probably more by now
- lots of orders that they have taken money for and have no stock for and no money to buy the stock
- sale after sale to generate cash
- no paypal, so they have either lost their account due to the number of chargebacks or have removed it as it is so easy to do a dispute in paypal.
- apart from Fow most of the stock they have isnt key stuff so a lot of it wont sell
- no cashflow, they openly admit
If anyone still seriously thinks Malestrom Games Ltd is moving into a lovely new warehouse they must be taking some serious drugs ! I cant believe Maelstom are still pushing that old story, it is just a joke.
Seeing as all your posts on this forum have been in this thread i doubt anyone can believe anything you say.
Not sticking up for mealstrom btw, their problems seem quite real, but the warehouse is definately moving from where it was so that one is not a lie at least, as for the rest of it, who knows.
Rayvon,
This from their latest e-mail speaks volumes.
we have decided to clear as much of our hard-earned stock as we possibly can over the next few days - and therefore generate some much-needed cashflow
Any emphasis is mine.
The email goes on and says they are clearing old stock in order to clear older orders. Put another way, they need to generate cash in order to get stock from suppliers - They have limited credit .
They do have £600k debts.
If they have to clear dead stock in order to pay off suppliers and get things moving what on earth are maelstrom going to be filling the new warehouse with?
115
Post by: Azazelx
CainTheHunter wrote:
Well, You are aussie... Having heard all those stories about how You guys are being treated I sometimes think that all people which behaved naughty in their previous lives have been reborn as wargamers in Australia...
Yeah, it's horrible living in such a huge, warm, gorgeous country where we can take the kids out for football in the middle of winter with not a cloud in the sky and 15C weather (not every day, but it happened this year).
24567
Post by: Kroothawk
Well if one of the biggest webstores reknown for selling barely above costs made 600k debt, maybe this strategy doesn't work.
Guess it is time for customers to deal with fairer prices that don't kill the seller.
44255
Post by: Rayvon
Fair enough, i was not sticking up for them.
That other chap was probably an upset customer too
I am going to keep using them until they let me down though, i may be about the only person but they have done me well.
I noticed that their feedback on ebay was also starting to take a hit too.
http://feedback.ebay.co.uk/ws/eBayISAPI.dll?ViewFeedback2&userid=maelstromgames&iid=-1&de=off&items=25&which=negative&interval=30&_trkparms=negative_30
23976
Post by: Inanimate
 Kroothawk wrote:Well if one of the biggest webstores reknown for selling barely above costs made 600k debt, maybe this strategy doesn't work.
Guess it is time for customers to deal with fairer prices that don't kill the seller.
I'd be fine with paying the UK RRP in £; still cheaper than he local prices. Wayland doesn't seem to be suffering the same fate though. Their networth is actually positive. Maybe it's because they want to keep mail order prices while still having to maintain a huge store. They could be moving to a cheaper locale and just deal with mail order. It's difficult to say what ther goal is without insight.
I honestly hope they make it. I like the store and I have no reason to wish them any ill. This latest move did come across as a little scummy though.
22975
Post by: Winact
They also dont appear to have any listings running at the moment and there's nothing in their eBay shop either.
I personally hope they make it, but my last order from them was split and I'm still waiting for the final item after two months, although in fairness it is shown as in packing- I'm not holding my breath for its arrival though- fortunately it isn't an expensive item!
5256
Post by: NAVARRO
Inanimate wrote: Kroothawk wrote:Well if one of the biggest webstores reknown for selling barely above costs made 600k debt, maybe this strategy doesn't work.
Guess it is time for customers to deal with fairer prices that don't kill the seller.
I'd be fine with paying the UK RRP in £; still cheaper than he local prices. Wayland doesn't seem to be suffering the same fate though. Their networth is actually positive. Maybe it's because they want to keep mail order prices while still having to maintain a huge store. They could be moving to a cheaper locale and just deal with mail order. It's difficult to say what ther goal is without insight.
I honestly hope they make it. I like the store and I have no reason to wish them any ill. This latest move did come across as a little scummy though.
I wonder how much money their banelegions banelords production drained... they are releasing lots of big minis each month and most painted and sculpted by very talented expensive people....
115
Post by: Azazelx
Kroothawk wrote:Well if one of the biggest webstores reknown for selling barely above costs made 600k debt, maybe this strategy doesn't work.
Guess it is time for customers to deal with fairer prices that don't kill the seller.
Their usual prices were simply 10% off. They had free shipping which was offset by the 20% VAT they didn't refund (ie used to cover the free shipping costs). The big sales were only a few times per year until earlier this year, when the sales became far more frequent leading into the "warehouse move". They would have had massive turnover until the GW embargo (Note - this isn't blaming GW in a roundabout way). Lots of other places offer a 10% off RRP, with either free or subsidised shipping, so that's not it. Hell, a lot of local retailers offer (at least) 10% off RRP as well and have so for decades (as opposed to the crazy 30%+ places we hear about in the US).
16
Post by: PLC
The thing is that their business plan - including Eye of Storm and Bane Legions - was put in place prior to the GW embargo.
That decision by GW must have destroyed Maelstrom's cashflow. While others in UK were offering discounts, Maelstom had the bulk of internet sales outside UK (where there was a huge price advantage).
Those pre-embargo internet sales would have generated enormous cashflow that is now gone. Pretty sure that decision by GW was the defining point of everything that has occurred since.
115
Post by: Azazelx
 PLC wrote:The thing is that their business plan - including Eye of Storm and Bane Legions - was put in place prior to the GW embargo. That decision by GW must have destroyed Maelstrom's cashflow. While others in UK were offering discounts, Maelstom had the bulk of internet sales outside UK (where there was a huge price advantage). Those pre-embargo internet sales would have generated enormous cashflow that is now gone. Pretty sure that decision by GW was the defining point of everything that has occurred since.
While I'm sure that this is true to an extent, their retail store seemed to be successful, and clearly their adjustments and planning since the GW embargo have been, shall we say.. not ideal. The last months especially have been appalling. To put it another way, Wayland Games seems to be doing ok, and they were also a large piece of the overseas GW market. And I'll agree it sucks mightily. I actually enjoyed spending money with Maelstrom, and the customer service might have been a little slow at times, but was overall pretty good, and I was always happy with how I was treated as a customer - if they screwed something up they went out of their way to fix it up - and did so quickly and painlessly.
57314
Post by: laffe
Yeah I'd hate for them to go out of business, they have always had great service previously, at least to me. When they screwed up (generally confusing the PSC 15 and 20mm kits) they always fixed it as soon as possible.
64923
Post by: captain tanuki
Damn. I have some pending orders. I see that one, made on the 5th, was "packing", and now is back to "processing".
What should i do ? Do you think i can ask for a refund to paypal ? Anyone has ever tried that ? Does it work well ?
23979
Post by: frozenwastes
Cancel the orders with Maelstrom and then start the process with Paypal's resolution centre. Waiting for them to refund you and working through Paypal's resolution centre are not mutually exclusive. If they tell you that they'll refund you once you remove your paypal claim, don't do it.
64709
Post by: Electroo
PLC wrote:The thing is that their business plan - including Eye of Storm and Bane Legions - was put in place prior to the GW embargo.
That decision by GW must have destroyed Maelstrom's cashflow. While others in UK were offering discounts, Maelstom had the bulk of internet sales outside UK (where there was a huge price advantage).
Those pre-embargo internet sales would have generated enormous cashflow that is now gone. Pretty sure that decision by GW was the defining point of everything that has occurred since.
Given the "dissagreement" with Battlefront I suspect it gose much deeper than this...
664
Post by: Grimtuff
Electroo wrote: PLC wrote:The thing is that their business plan - including Eye of Storm and Bane Legions - was put in place prior to the GW embargo.
That decision by GW must have destroyed Maelstrom's cashflow. While others in UK were offering discounts, Maelstom had the bulk of internet sales outside UK (where there was a huge price advantage).
Those pre-embargo internet sales would have generated enormous cashflow that is now gone. Pretty sure that decision by GW was the defining point of everything that has occurred since.
Given the "dissagreement" with Battlefront I suspect it gose much deeper than this...
Did I miss something here? I thought Maelstrom had a falling out with BF over BF not being happy with the deep discounts due to the sheer weight of vouchers Maelstrom issued. Then they stopped stocking FOW stuff, patched things up by agreeing not to include them in the money off coupons then we're back to the present.
Or have they had a tiff with them again?
64926
Post by: Schneekette
I do have also an order open (placed on 1st September), and would like to cancel this order, but I can't find the possibility to cancel the order? How do I cancel the best way?
24567
Post by: Kroothawk
scipio.au wrote: Kroothawk wrote:Well if one of the biggest webstores reknown for selling barely above costs made 600k debt, maybe this strategy doesn't work.
Guess it is time for customers to deal with fairer prices that don't kill the seller.
Their usual prices were simply 10% off. They had free shipping which was offset by the 20% VAT they didn't refund (ie used to cover the free shipping costs). The big sales were only a few times per year until earlier this year, when the sales became far more frequent leading into the "warehouse move". They would have had massive turnover until the GW embargo (Note - this isn't blaming GW in a roundabout way). Lots of other places offer a 10% off RRP, with either free or subsidised shipping, so that's not it. Hell, a lot of local retailers offer (at least) 10% off RRP as well and have so for decades (as opposed to the crazy 30%+ places we hear about in the US).
You know quite well that at least every second time customer waited for the 20-30% discount plus free shipping which occurred regularly. Noone made the mistake twice to order at "regular 10% discount". FLGSs couldn't survive with 20-30% discounts, seems the biggest webstores won't either.
BTW is that you in your avatar calling Maelstrom?
64709
Post by: Electroo
 Grimtuff wrote:Electroo wrote:
Given the "dissagreement" with Battlefront I suspect it gose much deeper than this...
Did I miss something here? I thought Maelstrom had a falling out with BF over BF not being happy with the deep discounts due to the sheer weight of vouchers Maelstrom issued. Then they stopped stocking FOW stuff, patched things up by agreeing not to include them in the money off coupons then we're back to the present.
Or have they had a tiff with them again?
No, just the very public way it happened and the attitude of both sides points to me, as someone who works in credit, at something much deeper wrong in the way the business was run. It may be nothing, but I have come across this kind of attitude before, and the kind of reaction before and normally is indicative of the whole way the company is run (breaching t&c's, ignoring requests, complaining publicly etc.). That along with the double talk and pointing fingers at suppliers (I can't help it, GW won't supply me what I want etc.), points to someone in deep denial about the true state of the company. It's something you see time and again, company owners insisting that the reason they have problems is because suppliers have done XY and Z to them, where as from the suppliers side we have been extremely patient whilst they have told us time and again "If you just supply us this we will be able to pay everything off".
As I have said this may not be the case, but I am extreamly uneasy about this and feel that there problems are allot deeper than GW's changes to overseas suppliers. It seems for a long time they were trading off " GW are Evil!!!!" and have played up to this when orders have been delayed.
115
Post by: Azazelx
Kroothawk wrote:
You know quite well that at least every second time customer waited for the 20-30% discount plus free shipping which occurred regularly. Noone made the mistake twice to order at "regular 10% discount". FLGSs couldn't survive with 20-30% discounts, seems the biggest webstores won't either.
BTW is that you in your avatar calling Maelstrom?
Yes! How did you guess?
More seriously - I do see your point. What I always did after I realised that the sales would roll around 4-6 times per year was that I'd still order fairly regularly those things that I wanted now/soon. For less important things I'd wait till the next sale rolled around. You have to bear in mind that I (and I'm sure many others) were ordering from Australia and NZ, where UKRRP alone offered a substantial discount compared to the local prices. Sure, it was cool when the larger sales rolled around, but when the "Normal" 10% off and free shipping was close enough to half the local price, why would you want to wait an unknown number of weeks or months for the next sale to roll around?
Automatically Appended Next Post: Schneekette wrote:
I do have also an order open (placed on 1st September), and would like to cancel this order, but I can't find the possibility to cancel the order? How do I cancel the best way?
Use the electric telephone machine. Automatically Appended Next Post: Grimtuff wrote:
Did I miss something here? I thought Maelstrom had a falling out with BF over BF not being happy with the deep discounts due to the sheer weight of vouchers Maelstrom issued. Then they stopped stocking FOW stuff, patched things up by agreeing not to include them in the money off coupons then we're back to the present.
Or have they had a tiff with them again?
Nothing confirmed, but the latest sale has 25% off Flames of War stuff. Which as you say goes slightly against their patched-up agreement with BF (15% against it in fact!). Hence, speculation about their current relationship status.
Automatically Appended Next Post: captain tanuki wrote:Damn. I have some pending orders. I see that one, made on the 5th, was "packing", and now is back to "processing".
What should i do ? Do you think i can ask for a refund to paypal ? Anyone has ever tried that ? Does it work well ?
Some of my ordered stuff did that. I rang PayPal, who told me to ring Maelstrom and if they gave me any response but an immediate refund, to initiate a dispute immediately.
The nice lady at PayPal also told me not to accept any kind of "we'll send it out now" or "it's coming in next week" since there will be no proof that they actually did send the stuff out. When I rang them, some of my stuff had (suddenly) come into stock, but I was able to cancel and they gave me a refund without a lot of hassle. I imagine it's not a lot of fun for the guys who are still working there right now, but if they want this or next week's paycheque while everything plays out they have to go along with the official line, regardless of whatever exactly is happening there.
7801
Post by: Mick A
Just rang Maelstrom about an order of 'in stock' figures I've been waiting for and was told they were actually out of stock when I placed the order... Offered a full refund or store credit (tough decision) so took the refund via paypal which, according to paypal, has gone through.
Mick
38325
Post by: Jayce_The_Ace
captain tanuki wrote:Damn. I have some pending orders. I see that one, made on the 5th, was "packing", and now is back to "processing".
What should i do ? Do you think i can ask for a refund to paypal ? Anyone has ever tried that ? Does it work well ?
Same thing has happened to me, minus the paypal bit.
I hope |I still get my stuff - one of the orders was small & used cashback, so if I lose that *shrug*. The other one was placed on credit card, and is also pretty small (less than £20.00), so I dont know if Ithat is to small to claim back on a credit card.
Ho hum, wait and see I guess.
32354
Post by: Yojiro
I am still waiting for my Dark Vengeance order, and since more than a month is way too much to wait for an item, just asked for a refund.
64923
Post by: captain tanuki
I called them, cancelled the items which were not in stock, got a refund for those, the rest should be sent soon.
Great service. I feel much less worried.
6679
Post by: mercer
After reading that e-mail from Maelstrom, I too have unfortunately had to cancel my order. I haven't been waiting as long as others, but I've been waiting almost a month now and been told twice that my items will be into stock.
On a good note they refunded me instantly. I have purchased my items with Wayland, who hopefully can deliver.
64941
Post by: crusoe76
Off the back of the news story currently sitting on the Maelstrom homepage, I followed up an email request to cancel an existing pre-order (new Infinity Campaign book) with a phonecall today. Guy on the phone was very obliging. Although I wasn't keen to take store credit the Paypal refund was actioned this afternoon - just pending a temporary hold, I'm hoping this is just Paypal admin rather than anything more to do with actual availability of Maelstrom funds!
It's a shame it has come to this. I've always had very good experiences with Maelstrom, but then I've not been purchasing GW stock so much as Warmachine stuff and miscellaneous other minis and accessories.
This dakka discussion thread alerted me to the fact that things were not too rosy when I just happened across it yesterday and combined with the almost global 'out of stock' notes across the site it just left me feeling very uneasy.
We'll just have to see what comes out the other side...
34906
Post by: Pacific
Really big shame if the above fears are true, and they are going the way of the dodo. The UK FLGS has just started to make a comeback over the past 4-5 years or so, and even with the apparent 20% growth of the wargaming industry last year (if the figures are true) you have to imagine that there are some other issues involved here.
But it's a sad situation in any case, for all involved.
35121
Post by: The CF
I've got about £90 sitting at them, and I'm not sure what I should do. What is the worst-case scenario here?
3289
Post by: 12thRonin
You're out £90 and you won't see anything for it?
21358
Post by: Dysartes
Just to clarify, The CF, is that £90 of Moneyback, or an outstanding order worth £90?
22975
Post by: Winact
To my surprise I've just had a dispatch notification for an item from Mealstrom that I'd pretty much given up on, I ordered and paid for it about 2 months ago as part of a larger order that it was split off from.
I haven't chased them for it or anything and I'm not saying a 2 month turnaround is in anyway good but at least my item is on the way- maybe a glimmer of hope after all?
7801
Post by: Mick A
crusoe76 wrote:Off the back of the news story currently sitting on the Maelstrom homepage, I followed up an email request to cancel an existing pre-order (new Infinity Campaign book) with a phonecall today. Guy on the phone was very obliging. Although I wasn't keen to take store credit the Paypal refund was actioned this afternoon - just pending a temporary hold, I'm hoping this is just Paypal admin rather than anything more to do with actual availability of Maelstrom funds!
It's a shame it has come to this. I've always had very good experiences with Maelstrom, but then I've not been purchasing GW stock so much as Warmachine stuff and miscellaneous other minis and accessories.
This dakka discussion thread alerted me to the fact that things were not too rosy when I just happened across it yesterday and combined with the almost global 'out of stock' notes across the site it just left me feeling very uneasy.
We'll just have to see what comes out the other side...
My paypal refund is on tempory hold as well and after reading up on it this usually means there are not enough funds in the refunders account to cover it....
Mick
149
Post by: torgoch
I've just had a dispatch notification, but given one item is an 'on-demand' part (a Scibor piece) and I only placed the order on Monday, I'll believe it when it turns up.
That said, every previous transaction with them has been excellent.
62238
Post by: MarkyMark
Just had a email from Malestrom
Dear Gamers,
This email is to inform you that the Event Operations of Maelstrom Games was bought by the Eye of the Storm Ltd (Mansfield).
Your Event ticket purchase has been transferred to the Eye of the Storm and all further business to do with this event will be conducted by the Eye of the Storm.
If you have any questions relating to Event Operations please don't hesitate to email me.
Regards
In regards to the temp hold placed on refunds I think it is a paypal thing, they like to keep hold of your money as much as malestrom seem to
55568
Post by: CainTheHunter
I placed an order this Tuesday for three items which IMO are supposed to actually be "in stock", since they were marked as such for at least several months as I remember. The order is still being processed, but I will let You know about any updates.
42123
Post by: redeyed
so I like the poster above me placed an order on tuesday for items "in stock"
saw the rumours and chased it up. After finally getting through was told it was all ok and would be packed up/sent very shortly ,within a day. So I left things/didnt cancel.
2 days later, its still processing, no change and the phoneline is either engaged or left to ring. I am not feeling very comfortable right now -_-
23979
Post by: frozenwastes
Put in a paypal dispute. Say you want a full refund and that the seller lied about shipping (you can quote the email). Also email maelstrom that you wish to cancel your order.
42123
Post by: redeyed
sadly when I ordered they were not taking paypal, I thought it was just a bug and did not realise what was going on at the time.
:/ not fun >.<
31456
Post by: Bolognesus
Maelstrom Games - 25-50% BATTLEFRONT & OTHER STOCK CLEARANCE SALE!!
Hi there,
Our stock clearance sale here at Maelstrom Games ( www.maelstromgames.co.uk) has proved pretty awesome, but we've still a fair bit of stock left on certain ranges so we have decided to increase some discounts to 50% (75% off for Templar's Forge products) and extend the sale until Monday night so you can take advantage of it! How amazing is that!
YOUR STOCK CLEARANCE SALE VOUCHER
--------------------------------------------------------------------------------------------------------------------
The ranges we're now clearing at 50% off UK RRP are Gamezone Miniatures, Micro Art Studio, Coat d'Arms paints, Fantasy Flight Games, Dark Age, Forged in Battle, Kabuki Models, Kingdom Death, Magic: the Gathering and Scibor Miniatures. As mentioned previously, Templar's Forge products are now being sold at 75% off as they are now deleted.
We're still selling our remaining stock of Flames of War products at 25% off UK RRP (please note, however - we have just performed a stock check and so even if you have already bought some Flames of War, check back to see if there's more), and clearing Perry Miniatures, Victrix, Plastic Soldier Company, Artizan Designs, Gripping Beast and Great War Miniatures at 30% off UK RRP until Monday, 15th of October 2012 at midnight (GMT). Everything else is at 40% off UK RRP, which is still a fantastic deal - we have many Malifaux, Privateer Press and Games Workshop products left in stock!
These kind of sales do not occur very often and we would hope that you take advantage - and remember, our stock will be sold on a first come, first served basis so you will have to decide what you want very quickly as we suspect it will sell very quickly!
The voucher will work on all the items in our webstore that are IN STOCK ONLY, but it will NOT work on any out of stock items or pre-orders, nor anything within our eBay store.
Your voucher code is: WAREHOUSE-MOVES
uuh, that is sounding rather... desperate in light of this topic...
63020
Post by: dragqueeninspace
Looks like collect in store is no longer an option for deliveries.
4001
Post by: Compel
An article from the BBC might be useful here. http://www.bbc.co.uk/news/business-19910561
Of particular note.
The BBC wrote:
Online shopping: Your rights
Goods must be delivered within 30 days, unless agreed otherwise
4727
Post by: Makaleth
This makes me very sad.
I have never had an issue with Maelstrom and it originally changed the way GW was bought in Australia.
I have grabbed some stuff from this sale in hope... I am still confident it will arrive (albeit very late)...
494
Post by: H.B.M.C.
So Maelstrom is no more? Or just sold to a different company and it now exists under a different name (Eye of the Storm)?
47246
Post by: Yonan
I have had an order shipped by maelstrom as of a couple days ago, that I ordered a couple days before that. I don't doubt some people have had problems with them but I never have - they've always been great. Would be a shame if they went guts up. Here's hoping it's just no more GW through Maelstrom... which doesn't effect Aussies anyway : p /selfishmodeoff
Edit: Clarification, I only order hobby supplies from them, which they have a big turnover in I imagine.
4727
Post by: Makaleth
Is there any news on that "Increased Sale %" from them... I am seeing nothing (in 2 minds... love sales... but prefer solvency)
47246
Post by: Yonan
 Makaleth wrote:Is there any news on that "Increased Sale %" from them... I am seeing nothing (in 2 minds... love sales... but prefer solvency)
The 30-50% one? I ordered some more stuff that wouldn't go astray last night since 40% off vallejo was too good to pass up. Hasn't shipped yet, but... they're probably not even at work yet, slack poms!
22639
Post by: Baragash
 H.B.M.C. wrote:So Maelstrom is no more? Or just sold to a different company and it now exists under a different name (Eye of the Storm)?
Eye of the Storm = physical shop & events venue
Mierce = banelegions
Maelstrom = online shopping warehouse
At least I believe that was the original plan.
57314
Post by: laffe
H.B.M.C. wrote:So Maelstrom is no more? Or just sold to a different company and it now exists under a different name (Eye of the Storm)?
No, and no.
They have not gone under, yet. Let's hope they pull through.
And they are splitting off different parts of the company under their own names (Mierce Miniatures, Eye of the Storm, etc.), not being bought up by another company. That might change in the future, who knows?
55568
Post by: CainTheHunter
How they could miss that much stock still being present? I mean, almost all useful Flames of War stuff was gone within 1-2 days from their site, the best kits disappeared within hours. I made a hard decision and finally placed an order, and now - Voila! - they have all those tasty goodies up again.. If I knew that, I would have made diff.decisions....
664
Post by: Grimtuff
CainTheHunter wrote:How they could miss that much stock still being present? I mean, almost all useful Flames of War stuff was gone within 1-2 days from their site, the best kits disappeared within hours. I made a hard decision and finally placed an order, and now - Voila! - they have all those tasty goodies up again.. If I knew that, I would have made diff.decisions....
Not worked in retail much have we? In any given large warehouse stock WILL go missing, it's called shrink. Sometimes it will never get sent in from the supplier, stolen, not recorded as a known loss or simply mislaid. So when you do a major stock check (which Maelstrom were doing, as I was up there yesterday) you will "find" some of this missing stock.
Simples.
40177
Post by: JamieisOOP
Okay basically to add to this I figured I'd share my experience of Maelstrom.
Been ordering through them for I think two years now, at the beginning it was fastly dispatched, regularly re stocked, good comms etc.
In the last six months it has been hell. Orders taking forever, as in upwards of a month to be dispatched: being told constantly "in the middle of this week, it will be with you by Saturday."
Recently I was refunded £1.28 for a canceled order of £30. I phoned and phoned, until eventually I got my money back. However over 2 months ago I ordered the Malifaux rulebook and some other stuff due to a sale, never arrived after a month so I canceled. A cash refund wasn't given... I was given store credit. Normally I'd complain but they refunded me twice, giving me £62 credit from my £31 order. I'd feel bad if it weren't for the lies "pre order, get it that weekend, blah blah blah."
I reordered the rulebook and some other stuff with this credit, thinking what the hell? On the 31st August, I have received a quarter of my order.
Two weeks ago I gave them another chance I desperately need some paints, I hope this order goes well :/
Also in terms of CS: I repeatedly ask for orders not to be split and to wait till it's all in stock. My dad works nights/earlys and I don't like him being disturbed too much, however they go against this even when I phone up, explain and ask!
You could say I'm an idiot for still using them but I miss the glory days.
34906
Post by: Pacific
Taken a gamble. 50% off the Gamezone stuff is mental, they are some beautiful little minis, so I bought a load of the dwarves. Also a Scibor Dwarf on Warbear, which I've wanted for ages but the price tag always put me off. So, the startings of a dwarf army for £40. If the stock levels were correct, fingers crossed!
21499
Post by: Mr. Burning
I just got a dispatched email. 2nd class delivery. I'll give it seven days, but since they need the cash I'm betting this order will get to me.
664
Post by: Grimtuff
Mr. Burning wrote:I just got a dispatched email. 2nd class delivery. I'll give it seven days, but since they need the cash I'm betting this order will get to me.
No idea how "normal" this is, but as I already said, I was up there yesterday and there was about 10 cages full to the brim of parcels being taken out to a waiting truck in the pouring rain. They ARE getting the stuff out (unless this happens on a daily basis) as they just got a load out en mass it appears yesterday.
21499
Post by: Mr. Burning
@Grimtuff
Their e-mail is pretty blatant about getting cash flow up to pay suppliers and to get orders out etc. With a sale of this magnitude I'm not surprised that hey have loads of parcels to go out. They need to clear inventory fast so they can get cash in and be seen to provide what they promise.
Once they have cleared everything out we'll see what happens next.
They have moved events stuff to EOTS so when the dust is settled we'll see what form Maelstrom take.
57786
Post by: pitboy2710
I wouldn't be surprised if in a few weeks Maelstrom disappeared and a new slightly differently named company sprang up to take there place.
22975
Post by: Winact
Well my order turned up this morning from Maelstrom having been marked as dispatched earlier this week (It's been outstanding for a couple of months, I suspect they 'found' the stock that they originally had showing and could't find when I first ordered it)
I'm not sure if I should risk it for some more really cheap stuff on the basis of this or to just count myself lucky!
42123
Post by: redeyed
this whole Maelstrom thing is really beginning to annoy.
Been trying to call them for 3 days now and they just let the phone ring/ is engaged /ignore emails.
if the company wasnt in trouble or pulling a fast one they would at least still have an awnser phone/someone there to pick up the phone.
From a company I have given alot of money to in the past and recieved a generally decent service it's just not good enough !
Disgusting.
115
Post by: Azazelx
pitboy2710 wrote:I wouldn't be surprised if in a few weeks Maelstrom disappeared and a new slightly differently named company sprang up to take there place.
Here's my contender for that very eventuality:
http://www.eye-of-the-storm.co.uk/
Welcome to the shiny new Eye of the Storm store!
This is the webstore for our bricks-and-mortar wargames store and venue located in Mansfield, Nottinghamshire.
To start with, this store will just supply event tickets, but we will shortly expand the range to also include the models we stock in the store.
55568
Post by: CainTheHunter
scipio.au wrote:pitboy2710 wrote:I wouldn't be surprised if in a few weeks Maelstrom disappeared and a new slightly differently named company sprang up to take there place.
Here's my contender for that very eventuality:
http://www.eye-of-the-storm.co.uk/
Welcome to the shiny new Eye of the Storm store!
This is the webstore for our bricks-and-mortar wargames store and venue located in Mansfield, Nottinghamshire.
To start with, this store will just supply event tickets, but we will shortly expand the range to also include the models we stock in the store.
Well, they did not transfer their customer base as I tried to log into this new website and my e-mail was unrecognised.
6987
Post by: Chimera_Calvin
I've pretty much given up on maelstrom now. I ordered some GW terrain in august which they said had been sent. It never arrived and they are supposed to be sending me out a replacement. I'm still waiting
Worse, however, was some Infinity miniatures which I ordered in July, waited 6 weeks for them to arrive only to find half the bits were missing. I had to send them back (at my own expense) or they would not send a replacement. After another 6weeks I recieved a replacement - that was missing exactly the same parts. It even had some tears in the foam packing that I'm sure were there the first time round, making me think they sent me back the same box as the first time I've gone to Corvus Belli directly now to try and get the problem sorted as I've lost all faith in Maelstrom's ability to sort things out.
Can anyone recommend a good site for ordering infinity stuff for the UK??
55568
Post by: CainTheHunter
 Chimera_Calvin wrote:I've pretty much given up on maelstrom now. I ordered some GW terrain in august which they said had been sent. It never arrived and they are supposed to be sending me out a replacement. I'm still waiting
Worse, however, was some Infinity miniatures which I ordered in July, waited 6 weeks for them to arrive only to find half the bits were missing. I had to send them back (at my own expense) or they would not send a replacement. After another 6weeks I recieved a replacement - that was missing exactly the same parts. It even had some tears in the foam packing that I'm sure were there the first time round, making me think they sent me back the same box as the first time I've gone to Corvus Belli directly now to try and get the problem sorted as I've lost all faith in Maelstrom's ability to sort things out.
Can anyone recommend a good site for ordering infinity stuff for the UK??
You can buy Infinity stuff here on Dakka.
http://www.dakkadakka.com/dakkaforum/posts/list/442723.page
As for my experience with Maelstrom issues, they used to be flawless for some time. First issue happened when the box which I ordered missed some important sprues - I got the whole box replaced and sent to me within one week. Next time, they sent me German WW2 armored infantry carrier box instead of Tanks, but I let this one go, since I was in general happy with infantry carriers too. Then, they sent me Soviet Heavy weapons instead German, but after I contacted them, they sent me out the correct item, even thought it was marked as "out of stock" at given time. Now, a friend of my ordered some Soviet stuff, and he got 15mm T-34 tanks, but instead of 15mm Soviet Infantry from Plastic Soldier Company, they sent him 28mm Infantry, which was kinda big miss. I don't know if this has been sorted, but probably they have hired some illegal immigrants to do the processing and packing...
115
Post by: Azazelx
Chimera_Calvin wrote:I've pretty much given up on maelstrom now. I ordered some GW terrain in august which they said had been sent. It never arrived and they are supposed to be sending me out a replacement. I'm still waiting
Worse, however, was some Infinity miniatures which I ordered in July, waited 6 weeks for them to arrive only to find half the bits were missing. I had to send them back (at my own expense) or they would not send a replacement. After another 6weeks I recieved a replacement - that was missing exactly the same parts. It even had some tears in the foam packing that I'm sure were there the first time round, making me think they sent me back the same box as the first time I've gone to Corvus Belli directly now to try and get the problem sorted as I've lost all faith in Maelstrom's ability to sort things out.
Can anyone recommend a good site for ordering infinity stuff for the UK??
If you paid with PayPal, you've left it too long. I'm not sure about VISA, but it'd be worth a call. If I had anything like that situation with any merchant, I'd be on them quicksmart. I've had my experience with dodgy merchants thanks to Hong Kong sellers on eBay. Now I get on people's case if they try to screw me about. Thankfully, it's rare that anyone tries it on.
I have to say though, I have been sent the wrong thing by Maelstrom in the past, as well as received a multipart model missing a leg (in separate orders). I had excellent service on both, with replacements sent out within a week at no cost to myself. This was before the current situation, but still - worth noting in fairness. Automatically Appended Next Post: CainTheHunter wrote:
Then, they sent me Soviet Heavy weapons instead German, but after I contacted them, they sent me out the correct item, even thought it was marked as "out of stock" at given time.
I imagine that at certain times stock has been fluid between the mail order warehouse and the retail store. Fixing up a mistake on an order would be the perfect example of doing so.
64933
Post by: SoulDrinker
Chimera_Calvin wrote:I've pretty much given up on maelstrom now. I ordered some GW terrain in august which they said had been sent. It never arrived and they are supposed to be sending me out a replacement. I'm still waiting
Worse, however, was some Infinity miniatures which I ordered in July, waited 6 weeks for them to arrive only to find half the bits were missing. I had to send them back (at my own expense) or they would not send a replacement. After another 6weeks I recieved a replacement - that was missing exactly the same parts. It even had some tears in the foam packing that I'm sure were there the first time round, making me think they sent me back the same box as the first time I've gone to Corvus Belli directly now to try and get the problem sorted as I've lost all faith in Maelstrom's ability to sort things out.
Can anyone recommend a good site for ordering infinity stuff for the UK??
There are several reliable, safe and quick stores in the UK for Infinity - in fact there are plenty of LGS that stock them now
Try Wargames-workshop.co. uk, arcane miniatures, Firestorm games, Waugh Games Store, Wargaming Trader to name but a few
63037
Post by: Valiant
 SoulDrinker wrote: Chimera_Calvin wrote:I've pretty much given up on maelstrom now. I ordered some GW terrain in august which they said had been sent. It never arrived and they are supposed to be sending me out a replacement. I'm still waiting
Worse, however, was some Infinity miniatures which I ordered in July, waited 6 weeks for them to arrive only to find half the bits were missing. I had to send them back (at my own expense) or they would not send a replacement. After another 6weeks I recieved a replacement - that was missing exactly the same parts. It even had some tears in the foam packing that I'm sure were there the first time round, making me think they sent me back the same box as the first time I've gone to Corvus Belli directly now to try and get the problem sorted as I've lost all faith in Maelstrom's ability to sort things out.
Can anyone recommend a good site for ordering infinity stuff for the UK??
There are several reliable, safe and quick stores in the UK for Infinity - in fact there are plenty of LGS that stock them now
Try Wargames-workshop.co. uk, arcane miniatures, Firestorm games, Waugh Games Store, Wargaming Trader to name but a few
We sell Infinity as well, we have a policy of keeping the whole range in stock (as much as possible) and only allow people to buy stuff in-stock (to avoid delays), we've just had a restock today so everything is instock at the moment.
http://www.valiantwargames.co.uk
65030
Post by: dreaper
Pretty much saw this coming. Used Maelstrom for years but got sick of them and switched over to Element Games (who have outstanding service - exact dispatch dates next to every single product, as well as great discounts)
16689
Post by: notprop
SoulDrinker wrote: Chimera_Calvin wrote:I've pretty much given up on maelstrom now. I ordered some GW terrain in august which they said had been sent. It never arrived and they are supposed to be sending me out a replacement. I'm still waiting
Worse, however, was some Infinity miniatures which I ordered in July, waited 6 weeks for them to arrive only to find half the bits were missing. I had to send them back (at my own expense) or they would not send a replacement. After another 6weeks I recieved a replacement - that was missing exactly the same parts. It even had some tears in the foam packing that I'm sure were there the first time round, making me think they sent me back the same box as the first time I've gone to Corvus Belli directly now to try and get the problem sorted as I've lost all faith in Maelstrom's ability to sort things out.
Can anyone recommend a good site for ordering infinity stuff for the UK??
There are several reliable, safe and quick stores in the UK for Infinity - in fact there are plenty of LGS that stock them now
Try Wargames-workshop.co. uk, arcane miniatures, Firestorm games, Waugh Games Store, Wargaming Trader to name but a few
I'd add Wayland games too, their new website will even mean you can find what your after quickly.
6987
Post by: Chimera_Calvin
Thanks for all the suggestions  I'll give one of them a try.
64923
Post by: captain tanuki
did anyone who asked for a refund through paypal finally received the money back ? Or is it still on hold ?
59712
Post by: ted1138
I got my money back from Paypal, they were very quick. Just remember you only have 45 days from purchase to open a dispute...
46016
Post by: IK-Painter
Great read in this thread - now I finally understand, why my order I placed over two and a half months ago still isn't complete - but judging by the stories of my fellow Dakkaites, I shall count myself lucky that all that's missing from my 200+ GBP order is one Malifaux 1.5 Rulebook...
Anyone of you got experiences how I can cancel a transaction made by Visa? Thing is, the bulk of my order arrived in bits and pieces, so only 1 item is still unaccounted for. I'm hoping, that the guys over at Visa can help me with this, as it's been so long since I placed my order.
|
|
