Deep-Cut Studio wargaming mats

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**TheAuldGrump**

As I said - I wouldn't have anything to do with this company.

So, I guess that they will never have to worry about my asking for a refund.

The Auld Grump

**Sigvatr**

DeepCutStudio wrote:
Without going into details, I will just leave this here for another opinion:

All sales on our website are handled by PayPal and their buyer and seller protection programs and our policy is no lesser than that. We do not invent new regulations or terms and we do not modify existing ones. In fact we strongly suggest solving every case via PayPal.

As for a posted link – a customer opened a case and PayPal ruled out in the same way, as was our initial offer – full refund after confirmation that the item is delivered back to us. It was customer initiative and PayPal decision. Still that looks like a good opportunity for a couple of people to stir the water and talk about how better are other manufacturers products. The same manufacturer to whom we became direct competition after we started selling our designs as mousepad options. But I should probably write it off as coincidence.

Gediminas Jonaitis
Deep-Cut Studio

I expect any sort of business to know the very basics of international trading, as in this case, trading with the UK.

http://www.which.co.uk/consumer-rights/regulation/distance-selling-regulations
http://www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations

Not even mentioning that your attitude is just ridiculous, blaming the consumer for getting a clearly faulty product. I would be ashamed to even send out such a sad excuse of a good product and instead of apologizing to the customer, you start conspiracy theories? Amazing.

**Kirasu**

I agree with DeepCut Studio. If it was paypal that handled the payment, and it was paypal that the dispute was made through them, and the seller followed the directions by Paypal then it's not their fault.

Paypal is the entity accepting the paypal and the providing the buyer protection. They should know the laws.

**TheAuldGrump**

Kirasu wrote:
I agree with DeepCut Studio. If it was paypal that handled the payment, and it was paypal that the dispute was made through them, and the seller followed the directions by Paypal then it's not their fault.

Paypal is the entity accepting the paypal and the providing the buyer protection. They should know the laws.

Pay Pal is not the retailer.

Deep Cut Studio is the retailer.

Deep Cut Studios is at fault - Pay pal is nothing but an intermediary.

You are suggesting that the bank is at fault for faulty product, not the manufacturer....

The Auld Grump

**Sigvatr**

Kirasu wrote:
I agree with DeepCut Studio. If it was paypal that handled the payment, and it was paypal that the dispute was made through them, and the seller followed the directions by Paypal then it's not their fault.

Paypal is the entity accepting the paypal and the providing the buyer protection. They should know the laws.

Paypal handles the money in the transaction. Not more, not less. DeepCut Studios are the retailer and thus bound by any law related to (international) trading. PayPal has no legal authority on anything related to returning faulty goods, they are a private company. PayPal can surely side with the culprit, but right now, DeepCut Studios needs to follow the law and replace the item or the money spent on it at no fees including (!) shipping etc.. The fact that a company willingly ruins its popularity for a few bucks despite being clear-cut wrong on this matter is both amazingly short-sighted and sad.

**carlos13th**

From what little I have seen of this company I wouldn't buy anything from them. Too much good choice with good products out there for me to risk it with people with bad customer service.

**RiTides**

I had absolutely no problems with the first mat I ordered from Deep Cut - in fact, they responded to feedback on here and offered it without a logo, which is what got me to buy it.

I've been more and more wanting to move to all mousepad mats, so when they offered that I immediately ordered. They replied to my email asking about the status within just a few hours today, giving me a tracking number showing that the mat is in New York.

I'll update with pictures when I receive it, but so far (and with my prior order) the process has been very smooth. Just wanted to share that... I know how a company handles the bad situations is going to be the main focus (and maybe rightfully so in some ways), but I think most people have not had a problem dealing with Deep Cut - this was the first issue I had heard of.

**insaniak**

Kirasu wrote:
I agree with DeepCut Studio. If it was paypal that handled the payment, and it was paypal that the dispute was made through them, and the seller followed the directions by Paypal then it's not their fault.

Paypal is the entity accepting the paypal and the providing the buyer protection. They should know the laws.

Paypal is nothing more than a payment gateway. It's not their responsibility to ensure that the people using their service are aware of retail laws in their own countries.

**Bolognesus**

RiTides wrote:
I know how a company handles the bad situations is going to be the main focus (and maybe rightfully so in some ways)

That's when the true colours show. Besides that, I'm probably not the only one here who makes a conscious effort to avoid dealing with this sort of rotten little scheisters (and persuade others to follow suit). A free market works best if more consumers make a conscious effort to punish bad behaviour, such as from Deep Cut Studios.

**Sining**

I've bought several playmats from DCS before. One of them had an issue and they sent me a new one for free. So it's really weird to hear they wouldn't replace the other guy's mat.

**Prestor Jon**

Yeah, once the return shipping cost became an issue you'd think it would have been easier for DCS to just ask that the mat be destroyed or let him keep it rather than make a mountain out of a mole hill. The cost of the negative PR likely exceeds the cost of a mat and thats not even counting the opportunity cost incurred from fighting over a pittance rather than providing superior customer service that earns positive word of mouth advertising.

**insaniak**

At this point, it's probably for the best if we leave the customer service discussion to the thread in Dakka Discussions, rather than having the same conversation going on in both.

**overtyrant**

Eagerly waiting the conversion of your Urban Wasteland theme mat to mouse mat style. Have ordered several mats from you guys before and one of the reasons is because you have the most anf the best designs out there!

**Wyrmalla**

I'm wondering if that urban wasteland mat might do for a fantasy setting at all? It doesn't look like it has any obtuse modern details, rather its mostly just rubble with the odd pipe. I'd be interested in seeing what that particular mat looks like with that material, as I'm looking to replace the PVC desert one which I have already (the design's fine, the material however is a bit naff in that I need to tape the thing down to the table otherwise it curls up which is a pain).

**Eggs**

Wyrmalla, with PVC style mats, if you roll them up image facing out the way, you lose the curl issue. The image wants to curl down, and can't because the table is in the way. I store my PVC stuff in poster tubes, image out the way, and don't have that issue anymore.

**DeepCutStudio**

In the end:
- solutions were found outside standard and formal procedures
- customer received a full refund without having to return the item back
- questionable mats were removed from sales for thorough investigation
- apologies were expressed

My personal thanks for all the feedback. It is the main force that kept us growing and I hope it will in the future as well.

Gediminas Jonaitis
Deep-Cut Studio

**lastaly**

DeepCutStudio wrote:

My personal thanks for all the feedback. It is the main force that kept us growing and I hope it will in the future as well.

Gediminas Jonaitis
Deep-Cut Studio

I ordered a 4'X6' mousepad mat yesterday.
If all is good sure you'll have my positive feedback here

**MeanGreenStompa**

DeepCutStudio wrote:
In the end:
- solutions were found outside standard and formal procedures
- customer received a full refund without having to return the item back
- questionable mats were removed from sales for thorough investigation
- apologies were expressed

My personal thanks for all the feedback. It is the main force that kept us growing and I hope it will in the future as well.

Gediminas Jonaitis
Deep-Cut Studio

I am keen to order some of your mousemat space type gaming mats, have you resolved the color issues?

**Sining**

So I've gotten my mats. Ordered on 13th August, Delivered yesterday to SG.
https://imgur.com/a/8nCzF
Pretty decent for the amt I paid to get them. Color seems similar enough to the original store picture
http://www.deepcutstudio.com/product/wargames-terrain-mat-4-x6-steppe-theme

**Himajin**

My Plains and Darkwater mousepad mats arrived here in Japan within a week of ordering. The mats look great. I'm really glad I waited to get them in this material, as I greatly prefer it to my Zuzzy silicone and Hotz felt mats. When you look at them up close the pattern of the fabric is visible, but this slight texture only enhances the look in my opinion:
http://i.imgur.com/NywwCdK.jpg

**Alpharius**

It does look nice...

Also, where are those trees from?

**Himajin**

Most of the trees are from Miniature Building Authority. A couple of the larger ones I got off eBay, but I can't remember the name of the store. I have an aversion to wire and sponge trees, so I got these resin ones instead.

**RiTides**

My supernova mat had an issue (some lines on it) although another user posted that theirs was fantastic. I was going to order another swamp mat anyway so Deep Cut is going to replace it when they send the swamp mat. Will post pics of the before and after, I think there have just been some teething issues with scaling up / meeting demand, but their communication has been excellent. Himajin's mat looks great!

**RiTides**

The replacement Supernova mat came in, and looks great. Even more than that, swamp mat is just incredible - really love it! Very satisfied with Deep Cut - it would've been better to have no issue, but they resolved it extremely promptly and totally corrected it. Great result!!

**plastictrees**

Posted a quick deep cut review here:
http://www.dakkadakka.com/dakkaforum/posts/list/0/663286.page#8112334

Comparison with a FAT mat, nothing complicated.

**RiTides**

Very nice plastictrees, thanks for posting those pics!!

**DeepCutStudio**

New gaming mat release! We present another updated design and this time it is City Ruins theme. The mat is compatible with tanks, hovercrafts, jump packs, terminator endoskeletons and much much more. It comes in various sizes and various materials to suit various game rules, tables and tastes. Check it out at our website!

http://www.deepcutstudio.com/

**Nephilim**

The close up detail is brilliant, I love that exposed wiring / rebar part.

**DeepCutStudio**

New gaming mat release! The title Space Hulk speaks for itself and is a great background for all your sci-fi battles. As usual, the mat is available in several sizes and material options to suit every taste. Check our website for more visuals!

http://www.deepcutstudio.com/

**Nephilim**

That last one looks amazing !