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Wayland has a very good range of stock and I have always recieved what I have ordered but it has always taken ages to arrive.

I still use it if I am ordering a range of stuff but its not first choice. I made quite a big order last night from a range of manufacturers, lets see how long it takes to arrive

Interesting typo edited out

Even with all the bad feeling this thread seems to be generating about wayland's, this has to be tempting

http://www.waylandgames.co.uk/cat_2514.html

I'm sorry wallet, don't cry.

If I thought it would actually turn up in a reasonable time, I'd buy that in a heartbeat.

Hi Guys,

Just though I would just touch on a couple of the points here.

Stock Deliveries,
We Stock thousands of items and it is impossible to have every item in stock at once. We do place orders regularly and have Multiple deliveries arrive practically everyday. Sometimes the are delays, but these can not always be helped. It could be something as unlikely as a Shrink wrap machine braking down, this can lead to delays, but we will always aim to have the stock in and shipped out as quickly as possible.

This leads to the second topic, Product statuses.
The Majority of products are listed as ✔ Available(Typically Ships in 3-9 Working Days). This do not mean we have an item in stock. It means the item is available for us to order and are normally shipped out within this time frame. please note that it is typically shipped in 3-9 working days, it is not a guarantee that a parcel will be delivered in the that time frame. If a product is listed as ✔ In Stock(‘X’ Ready to Ship!) it means we have the stated number of that product in our warehouse that are not in any other orders, so they are ready to ship.

A full list of the product statuses can be located here http://www.waylandgames.co.uk/faq/info_6.html.

Again if anyone has any questions relating to a specific order please contact our helpdesk. http://waylandgames.freshdesk.com/support/home

Regards
Jake @ Wayland

I've been watching the Tantive IV's that were ordered by customers this morning as the Deal of the Day being packed and are now sitting waiting pick up. Anything you see on Deal of the Day is likely to ship the same day you order (unless you order it with a bunch of items not currently In Stock).

If you are tempted by one of our Deal of the Days, give it a go. You may be pleasantly surprised...

Hi Jake.

My question hasn't been answered really, so I'll give it another go.

I am making the accusation that your 3-9 working day statement is inaccurate. I've had multiple orders go over that (actually 100% of them have) and this is backed up by several members of my club. Others in this thread have said the same.

I appreciate that in this day and age, negativity on the internet can really effect an online store's business, so I'm asking this not to moan, but to attempt to get an answer to something that in my opinion has been skirted around on several occaisons.

Over 75% of orders (excluding pre orders and the like) get shipped in the advertised time scales. A significant number get shipped within 48 hours.

I appreciate your experience (and those of the sample of people you refer to) is different. I also appreciate that rather than seeking an answer, you are in fact seeking an answer that you find acceptable. Any customer experience should of course be looked at and issues addressed (where possible).That said, threads like these will always give a grossly disproportionate cross-section of opinion as the title would have (by its nature) been attractive to those with a negative experience of the named party. Indeed what tends to happen is that one of the quieter majority with great experiences tends to have the audacity to post on the thread that they've had a good experience and rapidly they are either shouted down or efforts are redoubled by certain individuals to ensure that this largely silent majority is overlooked.

Fundamentally, I am sorry if you have not had a great shopping experience. I'd like to speak on the phone to address specific issues (rather than keep skirting around them around on forums) and see what we can do to help get your next order into the 75% group.
A good step in that direction would be taking advantage of the 40% off Tantive IV. It has got to be pretty tempting surely? Come on, our warehouse team are eagerly waiting to send it to you. Go on take the plunge and pop an order in today!

 Jake-Wayland wrote:
This leads to the second topic, Product statuses.
The Majority of products are listed as ✔ Available(Typically Ships in 3-9 Working Days). This do not mean we have an item in stock. It means the item is available for us to order and are normally shipped out within this time frame. please note that it is typically shipped in 3-9 working days, it is not a guarantee that a parcel will be delivered in the that time frame. If a product is listed as ✔ In Stock(‘X’ Ready to Ship!) it means we have the stated number of that product in our warehouse that are not in any other orders, so they are ready to ship.

This has been debated several times before on this thread, but I feel it's worth repeating.

Labeling something as available when it's not is disingenuous. Perhaps it's because I'm a non-native speaker of English, but when I see a product as "available" I assume this means that it's actually in stock. That is: an available product is one where I could walk into your store and pick it off a shelf. The fact that it's written in green only supports that notion.

Writing it in yellow and marking it as "product in backorder - typically back in stock within 3 - 9 days" (or something like that) would be closer to the truth.

f2k. You are absolutely right.

However, people make the mistake (and lets make no bones about this, it is very much in Wayland's interests for YOU to make this mistake) and despite numerous complaints about this (from the noisy minority obviously) it's not getting changed.

Stuart. The whole point of me and others airing these issues on a public and easily google searchable forum is because it's right that prospective customers get both sides of the coin. A phone call with you will benefit your company a lot more than it will benefit the customer.

But yeah, I probably have an issue against the company, and am shouting down all the people in this thread that are clamouring to tell stories of on time deliveries, lovingly wrapped by gaming angels.

The Division Of Joy wrote:
But yeah, I probably have an issue against the company, and am shouting down all the people in this thread that are clamouring to tell stories of on time deliveries, lovingly wrapped by gaming angels.

Unfortunately the gaming angels unionised and wanted longer harp breaks so we had to employ fiendish gaming demons instead. You have to accept the smell of sulphur that permeates the warehouse and the constant clatter of hooves on the floor but overall we find them good fun and hard working.

 Stuart-Wayland wrote:
Over 75% of orders (excluding pre orders and the like) get shipped in the advertised time scales. A significant number get shipped within 48 hours.

There's your problem.

Let's reverse that stat.

Nearly 25% of our orders miss their advertised schedule.

Or to put it another way, we disappoint nearly a quarter of our customers on a regular basis, and we're perfectly happy with that stat.

 Holdenstein wrote:

 Stuart-Wayland wrote:
Over 75% of orders (excluding pre orders and the like) get shipped in the advertised time scales. A significant number get shipped within 48 hours.

There's your problem.

Let's reverse that stat.

Nearly 25% of our orders miss their advertised schedule.

Or to put it another way, we disappoint nearly a quarter of our customers on a regular basis, and we're perfectly happy with that stat.

We are trying really hard to improve that statistic but yes it means that a number of orders that typically ship in 3-9 days actually don't. Nowhere have we said that we are happy with that statistic, in fact we work hard to source stock from all over the world to improve things. We have twenty-odd thousand products on our current site and some of these products are hand made or made to order so it is always going to cause some customer orders to be dispatched later than we would like.

If you added in-stock products to that number (and thereby create a more accurate representation of our daily transactions) that number would shoot up into the high nineties. Still not good enough in our estimation, but we are proud that we do as much as we can and are working hard to achieve even more.

Aaand the 'why are you advertising as available' comment gets deftly skirted around.

I would be happier if you just came out with...

'We say it's available as it's better for sales' as that's the truth.

But it is available for you to order, and they will get it in for you. If Wayland can't get it from the manufacturer/supply chain, then only at that point is it unavailable.




Automatically Appended Next Post:

f2k wrote:


Writing it in yellow and marking it as "product in backorder - typically back in stock within 3 - 9 days" (or something like that) would be closer to the truth.

Would it? Wayland don't keep everything they sell in inventory. A prospective customer might see that and think "I'll check back in a few days, make sure they've got it in", then when they check back it'll stil say the exact same thing, at which point said customer may well come onto Dakka with a "What's up with that Wayland? They never update their stock levels, I can't trust that they'll have anything in stock".


Automatically Appended Next Post:

 Stuart-Wayland wrote:
I've been watching the Tantive IV's that were ordered by customers this morning as the Deal of the Day being packed and are now sitting waiting pick up. Anything you see on Deal of the Day is likely to ship the same day you order (unless you order it with a bunch of items not currently In Stock).

If you are tempted by one of our Deal of the Days, give it a go. You may be pleasantly surprised...

Insert "challenge accepted" meme here.... Don't suppose you want to get it to me before my game on Thursday, to be especially impressive?

 Stuart-Wayland wrote:

A good step in that direction would be taking advantage of the 40% off Tantive IV. It has got to be pretty tempting surely? Come on, our warehouse team are eagerly waiting to send it to you. Go on take the plunge and pop an order in today!

I have less than zero dogs in this fight but this is a pretty disingenuous thing to say to people saying you have fulfillment issues and you admitting you have supply chain issues and fulfillment issues. "WE KNOW WE HAVE ONE THING IN STOCK SO THIS WILL FIX EVERYTHING!!111!!!!11ONE".

 Stuart-Wayland wrote:


Unfortunately the gaming angels unionised and wanted longer harp breaks so we had to employ fiendish gaming demons instead. You have to accept the smell of sulphur that permeates the warehouse and the constant clatter of hooves on the floor but overall we find them good fun and hard working.

Lol!

I've only bought from Wayland directly on one occasion [for some X-Wing stuff] which was listed as available. I have only just realised [from reading this thread] that that doesn't necessarily mean it is available [just saw the green tick and available, went ahead and bought it]. The stock they were getting was cancelled [twice I believe], so my order placed on the 29th September didn't actually arrive until January/February of the following year. I didn't really mind too much because they were a bit of an impulse buy and I haven't been able to persuade my mates to get involved. Plus I heard there was a worldwide stock shortage. However if it was for something that I really needed then I would have been a lot more peeved.

The biggest issue I have with Wayland Games was the personal attack I received following Salute, after daring to suggest that the discounts on the day weren't particularly appealing, and querying why one of the products was much cheaper on the website than in person. It's great that the management respond to issues raised, but from that day I swore never to buy from Wayland. What's the point of raising issues and then receiving a rant in return? They lost a potentially valuable customer as I spend far too much on games of toy soldiers, so again no skin off my nose, but maybe something for them to think about in the future.

Edit - the reason why I started off by saying 'directly' is because Total Wargamer used Wayland to fill part of my order once!

 Stuart-Wayland wrote:
I've been watching the Tantive IV's that were ordered by customers this morning as the Deal of the Day being packed and are now sitting waiting pick up. Anything you see on Deal of the Day is likely to ship the same day you order (unless you order it with a bunch of items not currently In Stock).

If you are tempted by one of our Deal of the Days, give it a go. You may be pleasantly surprised...

I ordered mine at around 15:45 and got an order dispatched e-mail two hours later. Can't complain with that.

My mate is still rather miffed that, even after I explained what "Available 3-9 days" meant, it's actually going to turn out to be a month, if he's lucky.

I've got to say, I struggled to try to give a reasonable explanation about how 30 days equalled 9.

It seems to me, that the words. "On Order - typically ships in 3-9 days" is far more descriptive than 'Available.'

Well my order is 'awaiting stock'. The clock is ticking gentlemen.

Don't really need 2 threads on this

please use : http://www.dakkadakka.com/dakkaforum/posts/list/0/591332.page

in future.

Thank you.