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Wish i'd seen this thread before I ordered £50 of stuff from them on the 27th of September. Still no delivery. Just two replies to countless emails and constantly fobbed off with "low stock" and "personally ensure this order is shipped this week" two weeks ago.

Tried calling and get a message saying that they can't accept calls due to the large volume of customer queries, which is hardly surprising if this sort of service is the norm.

Absolutely bizarre attitude to customer service considering the nature of the hobby and the discounts involved, if it was good then I would have ordered at least once a month, but if you provide crap service you're going to lose the custom of people happy to regularly pay substantial amounts of money.

Just keep sending them emails. They'll get to you eventually. If they are fobbing you off just say you are escalating it with your bank/card company.

I kind of feel sorry for the guys that run it, they are super nice I just think they've got themselves bogged down. If they changed their business model/procedures to maybe state that they can get GW stuff for 30% off but they might have a 6-8 week wait it might go a long way to improve their rep. As it stands, with companies going under and scams happening relatively frequently, it's not a good idea to let your money sit with a company for extended periods of time.

A couple of months ago I placed a couple of orders with TW. In total, almost £250 worth of GW products. Payment was taken from my Credit Card, and I waited, and waited. I gave them about 2-3 weeks, before deciding to cancel. I was mostly annoyed that there was no communication from them. I cancelled the orders early October. I received confirmation that I would be refunded (should be refunded within 3-4 days).

So again, I waited, and waited. At the back end of October I contacted them, informing them I still hadn't been refunded. I quoted the Distance Selling Act (they have 30 days to refund you), and said there was a week left, before that time expired. I made no mention of contacting my credit card company, although I was already planning to do so, if the 30 days passed. I was contacted again, and told the refund was marked as issued, but they were waiting for a callback from the company they use for processing payments, about my refund.

I gave them a few more days (the weekend), and contacted them again, as I still had no refund, and inquired if they had any success in contacting their payment processor. As luck would have it, they had just received contact from them, and my refund was being issued. I should have the money refunded within 3-5 days. It showed up as refunded on my card a couple of days ago.

I have used TW in the past, and they were fine. When part of an order was delayed, they communicated well, and even had it shipped directly to me from GW, as I'd been waiting over a couple of months. Another order was slightly delayed (it was a pre-order of 6th Edition Rules/boxset), but only by a couple of days. I have had friends who have used them, and had very bad experiences (similar to those described above), and other who have just had minor delays on orders. However, I will add, the minor delays were from orders over a year ago, and the more recent orders have been terrible. So they have got much worse, as time has gone on.

I can't comment on, as to why they have got worse. I've heard a few rumours, but they are just that. Either way, I got my money back, eventually. And based on what I have read on a few forums, my own experiences and the experiences of my friends, I'll not be using them again. I'm British, and I vote with my feet. While they do offer a 30% discount on GW products, the customer service is so bad, turn around time so awful, that I just can't bring myself to face these things again.

In better news, I can highly recommend Dark Sphere, who have restored my faith in Online Shopping for GW products. I placed an order for the items I cancelled with TW, and I had everything I ordered within 3 days. I will be using them again in future purchases.

For those who have outstanding orders with TW, or refunds. Keep up with contacting them. While they are slow, they do seem to respond, eventually. And be sure to know your rights with the Distance Selling Act (UK). I'm not sure if this covers items shipped to other countries within the EU, as my European Law knowledge isn't great. But I am sure a quick Google will answer most questions. Also, as mentioned above, it is always worth talking with your card issuer, if you can get a refund on undelivered items (I presume if the order is cancelled), and get them to do the chasing for the funds.

Morale of the story, don't be tempted by cheap discounts...