Games Workshop, poor packaging and damaged product

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**Sinful Hero**

The Allfather wrote:
I've replaced 4 kits.

Which kits have you had to replace?

**Inquisitor Kallus**

mhelm01 wrote:
oni wrote:
mhelm01 wrote:
What if...Just what if the issue is with your mail handler and not GW?

Items need to be packaged in a manner that protects them from harm; irrespective of handlers. GW just tosses stuff into a box without consideration and sends it out the door. They literally have the worst product packaging practices I have ever witnessed.

This is untrue.

How can you say that is untrue? He just may not have seen many others packing practices

**BigWaaagh**

Their packaging has always been fine for me. I had one issue recently with a broken bit and after an email with a picture of the damage, Customer Service actually sent me a replacement kit...the whole thing...with no hassles at all! So their customer service is absolutely spot on and their packaging is fine...gak just sometimes gets messed up in the post and with the volume they ship that is just the reality of the situation and shouldn't be a life-altering shock when it happens.

**R0B**

The Allfather wrote:
I've replaced 4 kits.

I've been playing for 22 years and have had to get 2 kits replaced. One kit was my chaos mauraders that only contained half the models. Granted, it had twice the parts but I was missing torsos for some 16 mauraders. GW sent me a new box and the spruces for 16 maurader torsos. The other instance was a mold line on a pewter model. It was about 1-2 cm down his center torso. They sent me 3 blisters of marines (6 men) from the box. I had only 1 other issue and that was when I ordered a bunch of epic models as GW was getting out of lead models in 99. I order a bunch of Eldar flyers and got the older versions rather than current versions. As a replacement, they gave me twice as many flyers and 3 super heavies (scorpions), a command blister and 2 dreadnought blisters. I've always thought they were pretty fair with customer service.

**BrookM**

Newer boxed sets are perhaps a bit more tightly packed, looking at the newer Knight kits as an example, but overall their stuff always arrives in one piece.

**RedSarge**

I bought Imperial Knights Renegade recently and I tell ya, the huge terrain stack inside and the lack of ANY sort of spruce protection actually left pulverized grey dust in the box. Both knight sprues had s ton of detail like rivets smashed , it was unacceptable for a $200 box. I contacted GW and the replaced the parts, that draft part is the EXACT same Knight head was still knackered when I got it... *sigh*

**ValentineGames**

Noticed it allot back in the day and notice it allot when watching an unboxing or review.
Obviously they never mention on camera because GW are the "best". But I notice.
I never bothered getting replacement parts though. Too difficult despite what people say and the cost builds up when they want you posting stuff back to them at MY expense.
I'm still waiting for parts to be replaced which I had to post back to GW 5 years ago. Which they signed to receive then told me they never got it.

Aholes.

**JohnnyHell**

I’ve never had to send a single part back. Send a photo, get replacements, keep old stuff.

**CREEEEEEEEED**

In a decade of buying GW kits I have only had two incidents, one which didn't matter because I wasn't using that weapon anyway, and the other was an oop sprue I bought off ebay.
And one incident with a missing FW peice but they're more than happy to send a replacemnt sprue.

**Inquisitor Kallus**

Just received new kill team, bassilicanum, sanctum and mechanicus kill zone.
This is some damage from the kill zone set ( theres a fair amount more). Ive also opened the basillicanum and that has similar damage too. Yet to open sanctum and main box

**ValentineGames**

JohnnyHell wrote:
I’ve never had to send a single part back. Send a photo, get replacements, keep old stuff.

I'd not mind sending a single part back.
It's sending entire box sets back that starts building up costs.
Bugger that.

**Private Benjamin**

I used to work as a red-shirt retail at GW in Vancouver BC Canada

Lots of people brought back kits with minor defects, deformities or even missing pieces and we would just write off a whole new one to replace theirs.

We kept a record of what was being written off and whom the Purchaser was so as to discourage illicit on-goings, but it's just like any other product you purchase; it never hurts to open the shrink wrap and check all the components on the sprue before you leave the store.

Obviously only possible at a brick-and-mortar store, but that's what happens when you choose NOT to experience the RETAIL process; it is then up to the Seller to provide an adequate policy for replacement or refund.

Caveat emptor is a Latin term that means "let the buyer beware."

**Overread**

ValentineGames wrote:
JohnnyHell wrote:
I’ve never had to send a single part back. Send a photo, get replacements, keep old stuff.

I'd not mind sending a single part back.
It's sending entire box sets back that starts building up costs.
Bugger that.

When I returned a product to GW they provided a free postage barcode - download and print and put it on the package and there's 0 cost for the return. So you shouldn't be out of pocket if you have to make a return - though if you purchased through a store and decide to mail a return you will be out of pocket for the packaging; however if you bought in a store ideally you could return the product to the store to resolve the matter.

**Private Benjamin**

Packaging? Just wrap it in plain white printer paper!