Forum adverts like this one are shown to any user who is not logged in. Join us by filling out a tiny 3 field form and you will get your own, free, dakka user account which gives a good range of benefits to you: No adverts like this in the forums anymore. Times and dates in your local timezone. Full tracking of what you have read so you can skip to your first unread post, easily see what has changed since you last logged in, and easily see what is new at a glance. Email notifications for threads you want to watch closely. Being a part of the oldest wargaming community on the net. If you are already a member then feel free to login now.

I dont know if it is just me, or if other US customers have experienced this as well, but I can't believe how unsatisfying ordering from GWs website is. I have made numerous orders from the online store over the last year, as well as orders from independant retailers (bitzkingdom, warstore, battlefoam, ebay, etc). Of all the places I have ordered, GW has provided the worst service by far. I am especially dissatisfied with their whole "advance order" scheme.

Over the last year, these are the transactions I have had with GW online:

pre-ordered codex:SM.
wanting to get the book as early as possible, i put in a pre-order as soon as it was possible to do so. Codex didnt actually arrive at my house until a week and a half after release day. I could easily have purchased it sooner (and cheaper) at my local FLGS in spite of the local store being extremely small.

pre-ordered planetstrike
again hoping to get the book as early as possible. ended up arriving 2 weeks after release date. or so i thought, when i opened it, turned out to be codex:imp guard instead. called cust service and they told me to jump through all kinds of hoops to get it exchanged. My time + shipping + extra wait for 2 round trip shipments led me to just eat the $25 loss on a duplicate codex and buy PS at my FLGS afterwards.

pre-ordered space hulk
didnt want to miss out on the limited release. suprisingly it actually arrived on launch day. unfortunately it contained broken frames (2 mangled genestealers with weird twisted off arms/legs, not just cracks or bends from packing to tight). No satisfactions from CS

ordered some jump packs and a box of scouts
packs shipped promptly and were in hand within a week. scouts arrived in separate shipment 2 weeks afterwards.



So after all my frustrations with those orders, I decided to be smart and just wait for codex:sw to hit the shelves at my local FLGS. Due to the size of the store, they generally only get a copy or two of most books and only resupply once a week. When I went to pick up the SW book, they had sold all the copies they got in. I was bummed, but could only blame myself for not getting there sooner. According to the owner they wouldnt get more books in until the end of the following week when their normal shipment arrived. Foolishly I thought it would be faster to order it online myself. No such luck. Week and a half later and still no love. No tracking number on my order, so I dont even know if its left their warehouse yet.


Has anyone else had similar issues with GW online being stupidly slow and providing crappy CS? I know this post doesnt help change anything, but i felt like ranting, since GW gets so much of my money, yet provides an seemingly endless supply of frustration in return.

I've only ever ordered 1 thing from GW directly, and that was Space Hulk. Came just before release date IIRC. Nothing broken. Though from what I understand I was supposed to get the limited edition Canadian Mail Order Space Marine for ordering over 100$, but I didn't. I just noticed now and to be honest, don't really care, so I didn't bring it up

Even tougher when ordering overseas,
only done it once or twice, but there is little communication at the best of times.

The only time i ordered from games workshop was direct order, (which came in a week, the store sent me a message i showed the forms and picked it up, easy) i dont know if you can do advanced orders from the store but never hurts to ask (dont need to pay for shipping aswell!)

Well, after my rant this afternoon codex:sw was waiting for me when i got home. Lo and Behold, whoever processed the order managed to screw the pooch on this one too. Whoever put the book in the padded media mail envelope managed to glue the adhesive flap on the envelope to the codex, rather than to the other side of the envelope. Soon as i peel all the sticky crap that has the pages all glued together I can start some listhammering.

I swear GW has a pack of (poorly) trained chimps running their distro center.

I have made about 15 online/phone orders with GW US, I have 4 problems so far:

1) I almost did not get my pre-ordered the day it was place on the website Vortex Grenade Template (I called at the right moment to get one sent out before GW US ran out completely).

2) I was shorted a few bits when I made my last order before they cut off bits (Deathwatch Bolters and metal Stormbolters, so not a major issue)

3) Multiple times getting my White Dwarfs to arrive at the right location (currently fixed)

4) I got the IG Codex instead of Planet Strike also, they got me a copy of PS within a week and told me to keep the IG book.

Fun fact. There is a Head of Direct Sales and a Head of Shipping, but not Head of Mail Order because - according to my district manager from GW, "No one wanted to be known as the HOMO."

I've had nothing but good luck with online ordering and CS. Received my Space Hulk in perfect condition days before the release. Ordered the IG tank commanders and the blister was missing the commissar looking commander, called CS and received a full replacment blister days later.

Wow. I'm surprised... I haven't ordered from GW in years, but when I did I generally had pretty good luck.

I did have some minor issues, the worst of which was a really bad job packing my Tyranid Codex, but they responded well to all calls and sent me a new one.

Scottywan82 wrote:Fun fact. There is a Head of Direct Sales and a Head of Shipping, but not Head of Mail Order because - according to my district manager from GW, "No one wanted to be known as the HOMO."

That is one of the funniest things I've ever heard.

Scottywan82 wrote:Fun fact. There is a Head of Direct Sales and a Head of Shipping, but not Head of Mail Order because - according to my district manager from GW, "No one wanted to be known as the HOMO."

Depending on the pay, I'd be willing to be GW's HOMO.

Well, aren't we all already GW's beeyotch?

(Sorry, too easy, I know...)

Their Customer Service has made me happy with regards to my order mishaps. But that is because the problems I experienced were manufacturing problems. I got a Tau Battleforce Box and her are the problems I had: the XV8 Crisis Suit Torso assembly was warped beyond repair and the Devilfish Engines did not get enough plastic. CS did an excellent job on getting my information (over the phone), respond to my email (sent before I called), link the order to my GW account, and send me a brand spanking new Devilfish and XV8 Crisis Suit. I was only expecting to recieve bits, so now I have parts for terrain or mods/converts.