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What's the best way to deal with Forge World? I ordered two books, a chap dread, and a GK driver. I got the books and the driver but not the dread. They don't reply to my email inquiries at all. Anyone have any tips on dealing with them?

ah, heard alot of reports of the dread of them sending multiple packages...
how long ago did you order the stuff and how long has it been since the books arrived?

Breotan wrote:What's the best way to deal with Forge World? I ordered two books, a chap dread, and a GK driver. I got the books and the driver but not the dread. They don't reply to my email inquiries at all. Anyone have any tips on dealing with them?

You have to call them, your email inquiries won't do a bit of good. Good luck is all that I can say. I bought a Titan and it took 4 months for them to get it right...

FW charged me twice for an order and have not replied to any of my emails. I will try calling them, this is getting aggravating.

Forgeworld is the worst company I've ever done business with. They charge you when you order then they don't send the stuff and when you complain the blame "the mail".

It is january now, i ordered my stuff around the 20:th of september.

If I did my job like forgeworld does theirs I would be out of a job within days.

/Grindah

Don't order from them.

Difficult? Maybe. But it will save you a whole bunch of grief in the long run.

Maybe set up an online petition/boycott to get them to get their acts together?

In another thread somebody asked why people pay more than retail to buy forgeworld on eBay. This is why.

Am I the only person who's never had a problem with them? That said, looking at where the other people in this thread are from, I'm the only one from the UK, which might explain matters. Do Forgeworld have a US office, or is it necessary to do all the dealings with the UK branch?

GCMandrake wrote:Am I the only person who's never had a problem with them? That said, looking at where the other people in this thread are from, I'm the only one from the UK, which might explain matters. Do Forgeworld have a US office, or is it necessary to do all the dealings with the UK branch?

Everything is through the UK office. You can get FW stuff at Gamesdays and at some of the battle bunkers, but all orders are internationally shipped from the UK.

If you email them, make your subject line something like "PROBLEM WITH ORDER # IKAHSKOJDKLHSJD" or whatnot, I almost always get replies fairly quickly that way.

That said, their email communication is fairly poor. They get hundreds of emails a day and only have a couple guys to answer them, and the majority of the email content is generally not business related (such as rules questions, requests, etc). Calling them is by far the best way to do it.

It strikes me that the source of their problems is being under staffed. Not enough people to answer emails, not enough to cast the models. Perhaps better funding from GW, and perhaps some sort of halfway house in the US, to provide a US-based phone number, and to receive the products from the UK, check and then ship them to the rest of the US might be an answer. At least that way they could second guess some of the popular items and pre-send them to the US. Hell, this whole thing could be done by a single guy, or 2.

To many orders is a luxury problem for a business. Just hire more people to handle the problem. Part timers could answer emails for instance.

/Grindah

Grindah wrote:To many orders is a luxury problem for a business. Just hire more people to handle the problem. Part timers could answer emails for instance.

/Grindah

No, the FW people think their job is so complicated that no new employee could ever grasp it.

Yeah, I guess I forgot that resin casting is second only to rocket science.

When I get my stuff it will be the last business I ever do with FW. From now on I go down the EBay path.

/Grindah

i have recieved books very quickly from them, but then waited 3 months for the models i ordered alongside them to arrive. Think it says on the web site they will ship things out seperately depending on availability.

Personally i dont bother anymore, though really only an hour away from Nottingham, so next time i want something maybe a road trip is in order...

Welcome to the club my friend. As stated, your best course of action is to call them directly. It is the only gauranteed way to get confirmation about your order. E-mails will likely get the standard reply of "sorry, give us a call". If you can get them to answer, they'll tell you exactly what the problem is.

I have to admit that the stories I've heard on here (and other sites) about FW's customer support and quality make me glad I've never bought from them. There are companies that do good resin low-run models... FW doesn't seem like one of them. It seems like FW should have been rolled into the main sculpting studio so projects could be better allocated as metal, plastic, or resin as needed instead of FW being the Resin place.

The Guard variants and SM bits should likely have been in metal or plastic. Big vehicles I can see staying in resin.

Balance wrote:The Guard variants and SM bits should likely have been in metal or plastic. Big vehicles I can see staying in resin.

Um..pretty much all their infantry would look like crap if it wasn't in resin. A few could be metal though.

Just to sort of put in that FW doesn't suck too hard, I just bought about 718 UK Pounds worth of stuff (7 Chaos dreads, multiple arms for each, 12 IG heavy mortars and 9 crew sets, a DKoK commissar, some death riders, 9 tank turrets, SoB rhino doors, CSM Rhino doors, etc) on tuesday (27th) night, it got to Salem Oregon this morning (30th), and both of my emails to FW were answered within 24 hours of sending.

I don't know what it is, but I've never had bad luck with them.

GCMandrake wrote:Am I the only person who's never had a problem with them? That said, looking at where the other people in this thread are from, I'm the only one from the UK, which might explain matters. Do Forgeworld have a US office, or is it necessary to do all the dealings with the UK branch?

I live in Canada, and own more FW stuff than God (waits for a lightning bolt...) and have never had an issue with FW.

Just completed a 650GBP order couple weeks ago, it is all here, including multiple dreadnoughts, the new Inquisitor, and a Mars Warhound Titan.

UPS on the other hand, I hate with a fiery passion. You get the stuff fast, but they make you pay out the ass for it.

And this is why I only get Forgeworld stuff from the Battlebunker near me. I realize this isn't an option for most people, but it's great if it's available. Even if they were out of the MkII Land Raiders. :(

Yeah I have never had a problem with FW, but thankfully I have never ordered directly from them. I place an order with the Battle Bunker near me and when it comes in, its road trip time.

Grindah wrote:Forgeworld is the worst company I've ever done business with. They charge you when you order then they don't send the stuff and when you complain the blame "the mail".

It is january now, i ordered my stuff around the 20:th of september.

If I did my job like forgeworld does theirs I would be out of a job within days.

/Grindah

This is why you get express shipping.

I always get FW within a week or so, no problems.

My first order from Forgeworld was stupid, i ordered one of the Ork Totem things to serve as my Idol of Gork from the old Storm of Chaos book, i ordered it from the Warhammer World store in Nottingham, they said they didn't have one so Forgeworld would send me one ASAP, 12 Weeks later (after the SoC i may add) it arrived and was then useless to me.

After that i only ever buy stuff if its a) from gamesday (which won't happen anymore as i only went to gamesday to buy stuff, which i now don't anymore since i found out the seminars (my favourite part of GD) was only for subscription holders to WD) or b) from the warhammer world store in Nottingham in which case if its not their in stock when i want it i don't buy it and try again when i'm up their the next time.

Its not only the rest of the world that has issues with FW the UK customers also have to wait stupidly long times for the smallest of item, they clearly cannot keep up with the amount of orders they process yet GW won't expand the company which i find odd.

GMMStudios wrote:

Grindah wrote:Forgeworld is the worst company I've ever done business with. They charge you when you order then they don't send the stuff and when you complain the blame "the mail".

It is january now, i ordered my stuff around the 20:th of september.

If I did my job like forgeworld does theirs I would be out of a job within days.

/Grindah

This is why you get express shipping.

I always get FW within a week or so, no problems.

Well, that makes absolutely no sense at all. What is the point of express shipping if they don't give the goods to the post office?

The problem here isn't the mail, it's is forgeworlds MASSIVE FAIL to actually give the package to the post office.


Btw: Still haven't gotten my stuff.

/Grindah

GMMStudios wrote:

Grindah wrote:Forgeworld is the worst company I've ever done business with. They charge you when you order then they don't send the stuff and when you complain the blame "the mail".

It is january now, i ordered my stuff around the 20:th of september.

If I did my job like forgeworld does theirs I would be out of a job within days.

/Grindah

This is why you get express shipping.

I always get FW within a week or so, no problems.

I've received free shipping via the amount of money I've spent----twice. Each time it took 2+ months to get my items (Titan took 4 months and still had miscasts!). They are quick to point out that while you do get express shipping, it is still dependent on the item being cast..which may take up to 1 or 2 months.

They are horribly managed.

I've ordered many times from FW and have never had a problem with them. I also recently sent them an email asking questions about bits and they responded within 3 days.

GG

I'm surprised H.B.M.C. did't say anything yet.

A friend of mine orders stuff from Forge World reguarly for himself and his gaming group and the worst thing that happened so far was, that we had to wait a week or 2 for some stuff.

GCMandrake wrote:Am I the only person who's never had a problem with them? That said, looking at where the other people in this thread are from, I'm the only one from the UK, which might explain matters. Do Forgeworld have a US office, or is it necessary to do all the dealings with the UK branch?

I have never had an issue with them either.
The only issue I ever had was with a Cadian Respirator kit that had miscastings, and when I called them they were already closed, but after leaving them a message, they sent a replacement to me within a few days.

Moral of the story?

Call them.
And if you don't get through, KEEP CALLING.

Anung Un Rama wrote:I'm surprised H.B.M.C. did't say anything yet.

I haven't seen much of H.B.M.C this past week, now I think of it...