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Anyone order from this company and have problems not getting items that you ordered? The last two orders of mine had missing bits and they charged me for them. I sent several emails letting them know this and never got any sort of response back. So I'm out the money and out the bits. Anyone else have problems with this company and what sort of recourse do I have?

So you ordered once, they screwed up and never fixed it, then you ordered again?

Fool me once, shame on you. Fool me twice, shame on me

Lormax wrote:So you ordered once, they screwed up and never fixed it, then you ordered again?

Fool me once, shame on you. Fool me twice, shame on me

Nah, what had happened was that I had placed an order, and before I had received it, I got another idea for some conversions, and placed another order a few days later (their shipping charges are only about 2 dollars). When I got the first order, I emailed them about the missing bits and got no response, and then I got the second order a few days after that and noticed it had missing bits. I emailed them again, this time about both orders, and got no response, and continued to email them a few more times regarding my orders and still no response.

You mean this place? If so, I've never had a problem with the couple of orders I made.

BYE

Yep, that would be them. And as of today, still no word from them regarding my missing bits.

If you're talking about the place HBMC linked to, yes, I did have a problem with them once. When they first opened, their prices were an absolute steal and I tried to get as much as I could. Unfortunately, their shopping cart left a lot to be desired. You could order any quantity of item, regardless of their stock. Of the 50+ bits I ordered, I only received 1/2, but was charged for all of them. They fixed the issue pretty quickly and have since made it so the cart will not let you order more than they have in stock.I've ordered 3-4 times since and have been very satisfied.

How have you tried to contact them? I used the "contact us" e-mail address. If you haven't done so, e-mail them with your order # and info and explain exactly what the problem was. If you have done so, contact your CC company.

I contacted them by personal email and by their contact form on their website, and got no response. This sucks, too, because as you said, they have some cheap prices on their bits. But looks like their competitors are going to get my money from now on.

never ordered from them so no problems. By the sounds of it, I never will have problems with them either. However, if you DO end up getting any kind of resolution out of them, could you let us know here? Good for the community, and only fair to them as well. Not that making you wait this long and taking your hard-stolen $$$ isn't bad enough...

I have had good experiences from Kits and Bits, I too snapped up Lootas whwen it first opened, but not got all I ordered. However the online teller was fixed by this stage and my bill was ammended to available stock.

IIRC their first teller would bill you the full order amount regardless of stock levels.

I opened up a thread promoting this company when I first heard of them, IIRC the owner has an account here. Let us see if we can bring him to this thread to account for himself.

Orlanth wrote:I opened up a thread promoting this company when I first heard of them, IIRC the owner has an account here. Let us see if we can bring him to this thread to account for himself.

Sounds like a good idea to me. I believe it was on this site that I heard about them in the first place.

Hopefully he can get something done to get his customers happy. that's one problem with etailing your customers usu. have many other options. However, when it comes to online wargame supply, there is the warstore, and then there is everyone else.

http://www.apocabitznow.com

Update: I Contacted bitsandkits via their Heresy Online profile. Sent them a pm stating I didn't receive part of my order. Their response was:

"Hi
Sorry we have not replied, your email may have been spam filitered by mistake, can you give me the order number and details of what part your missing so i can put it right for you?
many thanks
bits and kits"

I thought that was interesting, since I had also contacted them via their own "Contact Form" page on their website. Anyway, so I sent them the order numbers along with the missing part numbers. I got no response, even though they had posted on Heresy Online a day after I sent them the info they requested. I sent a couple of more pms, and still nothing to this date. So, I'm pretty much done buying anything from them. Looks like sites like thewarstore and bitzbox will be getting my business from now on.

I think this extremelly bad experience should be posted on the article about reviews on bits sellers.

Its really bad when the seller hides and lies to its costumers.

NAVARRO wrote:Its really bad when the seller hides and lies to its costumers.

Yeah, and I also think its interesting that although they say my email was apparently spam filtered by "mistake", I continue to get stock update emails from them, sent to the same email address that was supposedly spam filtered. Yet I can't get an email from them letting me know what's up with my order.

While I technically never ordered from them, I'm not impressed by their 'contact us' form. I was interested
in getting quite a few bitz from them (they do have some of the best prices around that I've come across),
and sent them an email asking if they'd be restocking some items in the near future. After four emails over
a period of three weeks and no response, I went to bitzbox.co.uk instead. Prices are a bit higher, but service
is impeccable, and response to emails regarding a double-order I made came in two hours after I ordered.

But I second the motion to have the bitz-buying article updated. Hope you get the issue resolved quickly

al-Majid Agandhjin bin Ahfal al-Rashid

It's a shame you are having difficulty getting this resolved. I'm in a vaguely similar predicament as you are. I placed 2 orders within 5 days of each other.

1st order posted and arrived within a week. The 2nd order is taking longer to arrive than all of my previous orders.

For this reason alone, I e-mailed them at sales@bitsandkits.co.uk, with my order as the subject and a simple message requesting they confirm their inventory and shipping records.

I received a reply within 48 hours from sales@bitsandkits.co.uk

"I will check my records and check your order has dispatched.Im sure it will just be a delay or maybe customs have delayed it in some way.Either way i will make sure that you get your parts.

Many thanks
Mark"

For the record, my order could be held up due to Labor Day, Customs, or a mistake on their end. I am confident I will get my bits one way or the other. I hope you do too.

My only suggestion is to do your best to keep the lines of communication open so you can get your bits or your $$ back. Good luck and definitely let us know how it pans out and I'll update mine when it's resolved as well.

**EDIT**
I'm glad to be able to update that my order arrived today. It shipped 8/26 and arrived 9/8. I'm confident Labor Day was the holdup as my previous orders arrived much faster. 14 days isn't horrible as far as International shipping goes and they CRUSH Forgeworld's ability to fill an order. While YMMV, this si the only bits service as far as I'm concerned
1) Better prices than most
2) Largest assortment of Forgeworld bits I've seen anywhere.

Keep us up to date on your order.

Update: Over the weekend I sent another email to them at sales@bitsandkits.co.uk, this time from my work email (which is a law enforcement agency). I don't know if it was me sending an email from my work and/or me stating that I had started a discussion here about this and including the link in my email, but I actually got a response:

I am sorry for the delay in getting in touch, I have checked and rechecked our email system and this email is the first i can find from you.I have refunded your last order in full ,this order was placed via credit card so the refund will take a few days to process.I will also close your account with us as i am sure you will not wish to place any further orders with us. I can understand your frustrations and can only appologise for the delay in our response, sometimes due to human or machine error some emails can slip through the net.

Very sorry things have not worked out for you.

Mark Howard

I checked my account this morning and it showed the amount of my last order (apparently minus shipping) had been refunded. So, even though it has taken over 2 months, my issue has finally been resolved. I still won't order from them any longer, as I feel this was only resolved so suddenly after I gave them a link to this discussion and that this was simply a way of "saving face." Hopefully this was just an isolated issue and that anyone else who orders from them won't have the same problems I had.

I am surprised that bitsandkits didn't try to make it right. by sending you all your stuff and then a few extras to make up for the time and frustration.

This way, they have lost business and you have a bad feeling and so do many of us reading this. If they'd have made it right and gave you a few extras, not only would have been resolved, but you might even have had positive feedback..

I'll at least think a few times before I use this service.

I won't think at all about it. I just won't use them. Plenty of other places online to take my business to. I am actually experimenting right now with (gasp!) getting bitz from my FLGS thru GW. Hopefully it comes out in the wash, and doesn't take forever. I usu. like to take my business to FLGS or the warstore. However the shipping I was going to need from Neal was just going to be out of the budget ballpark. We'll see if GW can make it happen. If not, conversion-time, baby!

To my regret I would like to add my misadventure with Bitsandkits as well.

On the 27. october I ordered some bits. Nothing fancy, just some BP's and chainswords.

While I got an automated (?) mail on the 30. october (only 3 days later) saying that my order was shipped I have yet to see anything arrive.
I have sent multiple mails (7th, 10th, 12th, 16th en today, 20th november) to their 'sales' department, but I have yet to hear anything.

Long story short, I strongly recommend against ever buying anything here.

I've placed several orders with them, I use both bitsandkits and bitzbox.

@Book, I have never used a Bitz service but just a quick FYI there have been quite extensive Postal Strikes in the UK over October/November so this could explain any delay.

No excuse for the lack of communication though. Good luck with the order though mate.

The only mistake I've ever had from these guys was when they sent me a Bitz order that I didn't make.

H.B.M.C. wrote:The only mistake I've ever had from these guys was when they sent me a Bitz order that I didn't make.

Was it about 3 squads' worth of metal Thousand Sons bitz? That one's mine.

No. It was a realy odd one. Some random Catachan bitz, some Lasguns, an a Chaos Knight Horse + Legs.

Combined the horse + legs w/Chaos Marine Torso and made a Lord on Deamonic Steed.

Hellfury wrote:http://www.apocabitznow.com

I would also like to take a moment to praise Apocabitznow.com. I've bought bits from them several times and haven't been disappointed yet.

two_heads_talking wrote:I am surprised that bitsandkits didn't try to make it right. by sending you all your stuff and then a few extras to make up for the time and frustration.

This way, they have lost business and you have a bad feeling and so do many of us reading this. If they'd have made it right and gave you a few extras, not only would have been resolved, but you might even have had positive feedback..

I'll at least think a few times before I use this service.

Yeah, I thought that was a pretty strange way to resolve the issue, too...they didn't just send the missing stuff (even though they had asked what you were missing before), but refunded the order. Which by itself isn't too bad, but then just going ahead and closing your account so you can't order from them again, assuming that you'll no longer want to use their business after this?

...it's almost like I'm the one running it, lol. I have a pretty defeatist attitude myself.

I've ordered from them many time - once there was a bit of a delay, but it was quite a complex order. Every other time they've been great - speedy delivery and exactly what I ordered. I can only assume this is a one-off mistake.

ArbitorIan wrote:I've ordered from them many time - once there was a bit of a delay, but it was quite a complex order. Every other time they've been great - speedy delivery and exactly what I ordered. I can only assume this is a one-off mistake.

Same here!

I've ordered from them quite a few times, the last one being a large order with lots of the new Space Wolf bits in it - and no problems at all.

Too bad you had a bad experience with them, and it is odd that I've had the complete opposite one!

I'll continue to use them as the need arises, as they seem to have the widest selection of bits AND restocks on a fairly consistent basis.

I have never had one issue and I have been ordering a long time.