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Back in February I gave Forge World yet another ring over parts that I had been missing since November last year. Today, through UPS express I got the missing parts, sent off from Lenton yesterday. So, seven months late but I've finally gotten those drop crate interiors. With a little luck they're going through their backlog of things and maybe one day, out of the blue I might get a new top for the the Baneblade that I got delivered to me broken. Oh wait, I binned that one after a year of calling and waiting.

Seriously, they have lovely stuff but gakky service.

To get good service you have to spend £900 on £50 of resin.

Hmmm... Odd. Over the years, I've had a SM Siege Dread, a LR Prometheous, Brass etchings, innummerable SW icon packs, a SW Terminator upgrade set and a couple of other items. Also, on Thursday I recieved my Khorne Prince with a Herald and some CRM upgrade kits.

So far, I've had nothing but good kits and good services from them - so I wouldn't say everything that goes out is awful. But with that much spent, you do deserve better service.

The one time I did have an issue they just refunded my money and let me keep what they'd sent. Though it did take 15 weeks for the initial delivery and another 4 to get someone on the phone. Strange that their customer service is so bad when standard GW's is so dang awesome.

I've never had any problems with FW. A little long of a wait to get stuff but even when I ordered right when Apocalypse came out, I still got my order in about 2 weeks.

Well, until you get more than 5 people working in his garage, what else do you expect from FW? They just don't have too many people working there.. so the turn around time is horrendous at best..

Aye, they have one guy running the phone line and checking the mail. Not everything has been bad with FW, I only had to wait a month for a replacement sprue of Elysian shotgun arms. But this is just fething slowed, yes I'm glad to still get my missing parts after such a long time but why now all of the sudden? I was promised that this would be delivered by UPS four months ago.

I've never waited more than a week for replacement parts. Stuff is always well packaged and seems to consistently have all its parts. My biggest issue with forgeworld currently is the rest of you folks putting their IG lines on almost permanent back order. And I do wish they'd check their email. I've sent them mail before and never get a response. Phone seems to be the only way to get a hold of anybody there.

I placed my order over a month ago in the hopes I'd get it before round one of 'Ard Boyz. It is just 3 LRBT turrets and some random inquisitor/servitors. I guess I won't be seeing them for a year and I should have just waited for the new russ to come out :rolleyes:

They got me Weathertop in under six weeks, and that was after the model was supposed to be out of production.

I'm still waiting on two missing rollbars from two Elysian sentinels I got about 18months back

BrookM wrote:

Seriously, they have lovely stuff but gakky service.

Roger that. Had to wait weeks for my Vanquisher & Exterminator Turrets!
Only after several increasingly annoyed phone calls did I actually manage to get an apology & was upgraded to 1st class courier post for free.

i have had some bad service, but only due to the item i had ordered being out of stock. Fair enough an items thats been around for a while may not sell quick so they see little point in re-stocking. All i would have asked for is an email or a phone call stating that it would take longer.
Why provide all that info to them if they don't use it on special cases like with you Brook?

But still the worst thing iv'e had to deal with was warped parts, but its resin, it happens in a lot of cases.

John.

MY DK command squad was missing an arm and the LT's foot was airbubbled to hell. I emailed and called but to no avail.....

It's all about a lack of communication and feedback really, after you place your order that's it. You can't check up on your order status or anything. Most miniature retail sites at the very least allow for that. GW has an excellent on-line mail-order system that shows me what's going on with my order, same with the late but great Wargame Specialist, Maelstrom Games (bit effed up though) and dozens of other sites.

I still order from them and I leapt around the room like a slow when I got my Vulture conversion kit. Not because it is an awesome kit, but because everything was in order and nothing was missing. I love what FW sells and I know that Ead is a nice chap when I rang him, but sorry and poor, vague promises make for bad customer feedback. Email isn't something that works well with them, I've mailed them several times before and I mostly get the automated "Sorry we're very busy so please do give us a ring" reply. I'm very reluctant to call them seeing as calling to the UK these days is expensive for some gosh-darned reason.

Oh and quality control! Especially on the older kits, if they would just have some form of quality control instead of casting and shipping items!

I ordered the nurgle upgrades at last year's salute as they were out of stock at the show.
It took them a while but they finally managed to send me the khorne upgrade parts - oops! these weren't even in their pre-orders.
After many attempted phone calls i got through to them. I had to send the khorne stuff back to get my nurgle bits - boo hiss.
These finally arrived.
Then 2 weeks later they arrived again!

They are, however, a company that has to abide by the law. If you're really having difficulties getting a replacement kit or your money back then don't be afraid to seek action through trading standards, or at least threaten to. As much as we like the comany and want to support the industry, you have to be sold goods which are 'fit for purpose'. Grotesquely damaged kits should be replaced or refunded - and reasonably promptly at that. After paying Forgeworld prices you should never ever feel the need to shelve a kit because it's been delivered in such a bad state it's unbuildable.

Trying and waiting for a year is enough for me to bin a 150 quid kit.

No wonder their retail stand is such a dogpile at gamesdays.

My buddy ordered a 1k sons dreadnought once they sent him nightlords :(
Luckily we live about 20 min from the Glen Burnie Battle Bunker and the kick ass staff there let him exchange it for the right one, also i got a bio titan for like 30 bucks off because it was missing a vent for its back.

I have only ever ordered Dkok and some Russ turrets all pretty small and solid items. Everyone I have seen or heard of that gets their more flimsy item seems to get plenty of broke and bent pieces. The worst I had to deal with was bent or broken off lasgun barrels an easy fix.

Luckily for me I live near a battle bunker and they stock almost everything. If something is out of stock it's amazing how fast the re-stock piece comes. Makes you wonder why it takes so long for regular mail order.

Or how exactly shipping price is according to buying price instead of weight!