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I recently received my first shipment from Forgeworld: a Tau XV89 Battlesuit, a BFG Tau Custodian, and pack of Tau BFG Warden Escorts
Shipping was decent (18 days from the UK isn't too bad for Aus) and all the models were well cast.

HOWEVER... the escorts that I got turned out to be a mis-labelled pack of Tau BFG Castellan Escorts... I was mightily confused for a few minutes whilst I tried to work out how the too-large escorts fitted into the Custodian's grav-hooks.
So... what do I do now? Has anyone had this happen to them before? To have the best chance of getting hold of them, should I contact FW by email or phone? Would they expect me to ship the castellans back, or are they likely to send me the real ones for free?
Any advice from someone who has been in a similar situation much appreciated

CHeers, Trasvi

The only FW mistake I've had was I bought 2 Reaver Laser Blasters for £100, but the guy only charged me for one, saving me £50!

But I think you should email them about it. If you're lucky you may get the Custodians for free.

It's been mentioned most of the time that it's way better to call them as they tend to not answer emails sometimes.

Sometimes?
Sometimes?

They don't answer emails AT ALL.

Phone them. Be polite. Graft them for all you can.

Unfortunately, shipping and production errors are something they are famous for.

Call them up.

More than likely, they will tell you to keep the mis-shipped item and mail you out the new one. Forgeworld knows that they are a premium service and so far, I have heard of them always making issues right.

The worst shipping mistake I have heard of from forgeworld was apparently someone buying 2 epic scale warhound titans and getting 40k scale ones. Don't know how true that is or not.

FW never asks for you to return the wrongfully shipped items. It's the least they can do.

Call them, and report the error. 99.99% of the time they will replace the missing parts with the minimum of fuss. Keep hold of your receipt to speed rectification!

Just tell them what you didn't get, not what you got. You're not lying, only telling them what they need to hear.

Norsehawk wrote:Call them up.

More than likely, they will tell you to keep the mis-shipped item and mail you out the new one. Forgeworld knows that they are a premium service and so far, I have heard of them always making issues right.

The worst shipping mistake I have heard of from forgeworld was apparently someone buying 2 epic scale warhound titans and getting 40k scale ones. Don't know how true that is or not.

!!Lol!! At least it wasn't the other way around...

Thanks for the advice guys I've emailed them and will wait 3 days standard resolution time before calling... i know when I was working at a call centre I got pissed at people demanding updates every 5 mins, so I'll give them a chance to prove to the world that their customer relations has improved

Only time I had a problem I emailed them and sent me my FW excorcist turret without any hassel

Recently I put in an order for a fair few bits and pieces. I got just over half the order but they said they'd shipped 3 Leman Russ turrets which weren't in the box. I called them up and explained and the turrets were with me in a couple of days. Ok this was all in the UK but phone contact definitely works very well with them in my experience.

I agree with most of the posters here... tell them exactly what happened (mislabeled package) and they should offer a replacement. They won't ask you to send the ones you got back, either, since that would be unfair to you (having to pay for shipping it). It's easiest for them just to issue a replacement, and that's what they seem to do 99% of the time.

It just takes some time for them to get it right, that's all.

I do hope they get their new site sorted out soon.

RiTides wrote:I agree with most of the posters here... tell them exactly what happened (mislabeled package) and they should offer a replacement. They won't ask you to send the ones you got back, either, since that would be unfair to you (having to pay for shipping it). It's easiest for them just to issue a replacement, and that's what they seem to do 99% of the time.

Not only that, but having you send them back means they've got a set they can't do anything with, so they just don't do it.

I've never had a problem with them answering e-mails. They've always answered within 24 hours. I'm not sure why they don't answer other people here. So either call or e-mail. PM me if you'd rather not have to pay for long distance. I'll shoot you my poc.