Hasslefree News & Rumors Thread

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**Psychopomp**

Just as an update, it's been nine months and I've still had multiple attempts to contact them via various emails completely ignored. I paid for a miniature I never got, and then never received so much as an automated response from them when I tried to contact them about it.

I feel like it would be silly to continue to do business with a company that I had such an experience with. It's a shame - it's a natural mistake - most of my order was there, after all. I just needed a timely response and an eventual correction. They've got plenty other minis I would have purchased in the meantime, if I'd just seen any sign of customer service at all. I'm not angry, I'm disappointed that a mini manufacturer with such awesome stuff has lost my trust going forward.

**precinctomega**

Well, by way of experiment I've just placed an order with Hasslefree. One of my patrons asked for Widow as a patron reward, so I threw in a few items for the studio collection.

I did have some trouble with the website. I couldn't reset my forgotten password (page just went to refresh) and, initially, couldn't checkout with the new account I set up with a different email. The latter issue was fixed by turning off my ad blocker (a privilege I have hitherto restricted to Dakka).

Order is placed. We'll see how they do.

I understand that Damion (Artemis Black) has actually moved into the warehouse (i.e. sleeping, eating etc) for the lockdown. Hopefully, this will mean a radical catch-up with historical issues as well as an efficient response to new orders.

I also gather that shipping is basically a huge pile of parcels, once a week, and it takes their local post office two or three days to get through them all.

I'll update when I know more!

**insaniak**

Yeah, I placed an order (I think) about two weeks ago. Arrived yesterday, having been just enough time for me to have completely forgotten about it... So that was a nice surprise.

**Ian Sturrock**

I am still waiting for my order from 7 weeks ago, just as another data point. So they are not completely back to normal yet.

**corgan**

Ian Sturrock wrote:
I am still waiting for my order from 7 weeks ago, just as another data point. So they are not completely back to normal yet.

I am still wating my order and KS pledge since 2018. No contact was possible throughout all this time.

**Hybrid Son Of Oxayotl**

Yeah seems very random, I had no problem with my 3 incubus and 1 succubus order more than 6 month ago.

**Azazelx**

Huh. It's been awhile since I ordered anything from them but I know others who have done so more recently with no problem. Artemis used to be pretty active here on Dakka as well.

**precinctomega**

Azazelx wrote:
Artemis used to be pretty active here on Dakka as well.

Can't imagine why he might want to give us a wide berth, these days...

**Alpharius**

Ha!

He also has quite a few health issues too, I believe?

That, combined with the current world situation, well, I'm sure he's probably not spending a lot of time on any forum anywhere...

**OrlandotheTechnicoloured**

They've been running with just Damien on the shop/warehouse end of things for a while where there used to be more folk so I'm not surprised he's not arround

**SlaveToDorkness**

I’m wondering how long it will take for them to restock the Scooby Doo gang in survival gear? I really need them for a game. Plus I have a ton of other things I want but there’s no point ordering until those guys I need are in stock.

**precinctomega**

My order turned up on Saturday.

**Kid_Kyoto**

precinctomega wrote:
My order turned up on Saturday.

So a week or so?

**precinctomega**

4 days from order to receipt of order.

**Soul Samurai**

Just an update: the order I placed last October just arrived. To be fair lately everything is taking at least three months, so it's possible it might have arrived two or three months ago if not for the current situation.

Everything I ordered was present, but there were also a random selection of models I hadn't ordered (six human models and two sets of conversion bits to be precise), and also some random sweets. Seeing as nothing was missing I don't think this was a packing mistake, more likely a deliberate bonus (although there was no letter or invoice in the package so I can't be sure).

Anyway, the models themselves are great, so I'll forgive them for the delay.

**Vekin**

Soul Samurai wrote:
Just an update: the order I placed last October just arrived. To be fair lately everything is taking at least three months, so it's possible it might have arrived two or three months ago if not for the current situation.

Everything I ordered was present, but there were also a random selection of models I hadn't ordered (six human models and two sets of conversion bits to be precise), and also some random sweets. Seeing as nothing was missing I don't think this was a packing mistake, more likely a deliberate bonus (although there was no letter or invoice in the package so I can't be sure).

Anyway, the models themselves are great, so I'll forgive them for the delay.

Hasslefree often slip an extra item into orders, if they knew yours was quite late I would guess they put a few more items in. The sweets too are standard

**Hybrid Son Of Oxayotl**

That's really cool. I got sweets on my order, no extra model but it was a modest purchase (4 models) !

**Ian Sturrock**

Still no package for me (ordered mid-March). It does sound like they're gradually working through the orders, but I have just opened up a PayPal dispute anyway because otherwise I'm going to hit the 180 day limit and maybe never see my dosh again. :(

**Hanskrampf**

Ian Sturrock wrote:
Still no package for me (ordered mid-March). It does sound like they're gradually working through the orders, but I have just opened up a PayPal dispute anyway because otherwise I'm going to hit the 180 day limit and maybe never see my dosh again. :(

This is really sad to hear. It would be a shame if they go under, such great sculpts.
I hope they skip the Halloween/Black Friday sales this year, they couldn't keep up the last years, if they are still behind at least 6 months of orders, the flood of new orders would push this to an even more ridiculous queue.

**Ian Sturrock**

Yeah. I really don't mind a wait, and I have been buying from them for... more years than I can remember. But the lack of communications (I've mailed them three times in the past three months) means I don't feel comfortable ordering from them any more. I did say by email that I'd be happy with *any* answer, even "give us another few months"!

**Barzam**

It's such a shame they've been having so many problems. It really seems like having a successful Kickstarter pretty much ruined them.

**BrookM**

Not sure if this all is KS related, it might just be a crappy year overall for them, but then again last year was less than stellar as well IIRC.

They last made a Facebook post on their general status way back in May, correct me if I'm wrong or missed a more recent newsletter / post as to their status.

They are apparently still working to some capacity behind the scenes if the comments section is anything to go by. And people are still waiting on their models, with the one year mark quickly approaching.

**Coenus Scaldingus**

There's a message on their own website dated 17th of August:

Post Lockdown News!

Hi everyone, so we 're out of the worst part of lockdown, manufacturing is back up and running however there are still postal delays due to social distancing etc. Nothing we can do about that I'm afraid, post offices are not always open and are understaffed. We appreciate your patience in that matter.

The email address you want to use if you need an urgent reply is BWARTEMIS at GMAIL dot COM. If you reply to our domain address at the moment, it can be eaten by an overeager spam filter.
(We are overdue a big website change up, again, lockdown and associated issue delayed it)

Please ignore any despatch notification you may have gotten for old orders you have already received, we found some paperwork we hadn't filed properly and are catching up : )

Now everything is back to normal, we are having a short period of housekeeping, then we'll close for a short while then we will re-open, hopefully issue free and fully restocked! We will keep everyone informed of these changes via our newsletter, which you can sign up to on this page to the right!

Thanks,

Arty.

That said, there is presumably a lot more catching up to do than indicated here when it comes to orders from a long time ago, even if others have been shipped in the meantime.

**tre manor**

How did the kickstarter ruin them??

**Barzam**

As I recall, there was more demand than they expected, which put them waaaaay behind on everything, resulting in months long waits just for regular purchases from their store. I think they might have lost some staff as well and they wound up falling even more behind when they had eelays crop up in the KS production. Basically just one thing led to another and it all kind of snowballed. Didn't help when people started getting verbally abusive with them, either.

**corgan**

I still have not received my stuff from kickstarter, although all the minis created via it can now be purchased on-line in their website.

Every effort for communication is in vague. They just do not respond to me for years now.

It is a pity because I have purchased a lot of minis from them in the past and supported heavily the kickstarter.

What I really do not get, is why they do not send me the minis after so many years, although they have been produced and are available.

**Ian Sturrock**

Yeah it does seem unreasonable when people get overly angry at KS delays. I think if the delay is less than a year, and the creator does regular updates (even only every couple of months), you just have to accept it. Delays happen, especially with the kind of boutique projects a lot of us back. I mean even the big-name projects rarely delivery on time.

When you place an order from a webstore and hear nothing for months or years, though...

**Kid_Kyoto**

Once you hit your maximum capacity, a successful kickstarter (or any other success) becomes a problem.

You either have to add capacity or make do with what you have.

Adding capacity (people, space, machinery, whatever) take time and resources and does not make sense if it's a one off like a KS. Making do takes more time and can burn out staff.

So basically you can lose either way...

**Pacific**

How many times have we seen this happen.. the KS can really make a company, but also wreck it unless it is well planned and resourced. Sadly it seems this doesn't happen that much.

But I'm sorry to hear that people just aren't hearing anything back from the KS, it's really really disappointing (and I know people are generally sympathetic, but ultimately you have paid hard-earned money for something you've not received)

I did have an order planned from their shop - does anyone know if standard orders are going through in decent time?

**Lucas Blackwolf**

What's the status on Hasslefree's regular (catalogue) orders; are folks getting their stuff?