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Hey Guys,

I ordered some Dystopian Wars stuff 2 1/2 weeks ago. After several emails in which they just don't reply to you and calls to the store I am getting a little bit pissed with them. I know from friends saying they are good but the lack of communications is a joke.

I phoned up today to be told that "I'm just working on the shop floor you will need to send an email" Which is the same thing I got last Friday when I sent an email to them which went unreplied.

Cancel the order and go elsewhere? Pretty much the only way to effectively display dissatisfaction is to vote with one's wallet.

filbert wrote:Cancel the order and go elsewhere? Pretty much the only way to effectively display dissatisfaction is to vote with one's wallet.

Thats what I have been trying to do but they don't have an account section to the website which makes it difficult

MunkeyKungFu wrote:

filbert wrote:Cancel the order and go elsewhere? Pretty much the only way to effectively display dissatisfaction is to vote with one's wallet.

Thats what I have been trying to do but they don't have an account section to the website which makes it difficult

Dark Sphere FAQ wrote:Returns Policy

--------------------------------------------------------------------------------

Am I able to cancel my order?



You're able to cancel your order up to seven working days after the day on which you received your goods. Please note that in the event of cancellation, you will be required to return the cancelled goods and to pay for the cost of returning the items. Returned items must be unopened and returned in a good condition within ten working days of getting the approval for the return from Dark Sphere.

Any cancellations or amendments to your order need to submitted in email from the email account you used to place the order (this is for your protection).

If you've sent a cancellation request as they note and you have had no response, advise your credit card company and I bet you will either have a response from DS or your money refunded in no time. Works like a charm, of course I am a little ruthless when it come to thinks like this.

I'm still waiting on a Raider out of a batch of stuff I ordered a good month ago now. It's getting mildly ridiculous. I can't say I'll be ordering from them again, if I'm not picking it up in person.
http://www.dakkadakka.com/dakkaforum/posts/list/343959.page

Don't dark Sphere post on Dakka or are they not an advertiser?

Anyway, I just emailed them, posting links to this and ketaras issues.

I certainly won't be ordering from them if this how they treat customers.

Good communication is key.

Having similar problem with Arcane tried email and store contact but no luck yet.It has taken over a month and still no contact at all.Will be contacting my card company if miniature doesnt arrive in next few days.Will keep Dakka posted on situation.

Just to clarify, the initial issue ended up with parcelforce claiming they'd been to my house when they hadn't, and I ended up having to retrieve my parcel from a distant post office, and spend half an hour climbing a hill with it to get it home.

I'm still waiting on the raider they said was out of stock though. I have hope I may receive it at some point in the next two weeks, or I'll be walking into their store in London and asking for it myself next weekend.

From what I understand Dark Sphere have been having problems getting stock of any sort from Spartan Games, the success of Dsytopian Wars surprised them and they simply can't keep up with demand and the result is a universal lack of stock.

It took DS over two weeks to send a whole load of Firestorm I ordered.

seems a shame their customer service is bad because their prices are amazing, your experiance has certainly put me off, think I will just stick with wayland games and blue boar games

Mighty Simo wrote:seems a shame their customer service is bad because their prices are amazing, your experiance has certainly put me off, think I will just stick with wayland games and blue boar games

If that is still the case case with the OP's order then this makes the whole thing worse. 'Sphere should be manning up and telling their customers of any delay.

Really if they have no stock to shift they should have more time for comms.

Seems like a bit of a poor show, which is a shame as I quite like their store.

I didn't have any problems until a couple months ago, but since then the service has been terrible.

- Started off with a small order (Razorback + Sanguinor). Sanguinor didn't arrive, so I asked for a replacement to be shipped. None were in stock, so I was refunded. No issues there.

For Christmas, my brother wanted me to buy a surprise lot of Dark Eldar stuff, so I agreed to do the same (in other words, I bought his Xmas stuff, he bought mine so we'd both have no idea what we had). Dark Sphere sent the orders to the wrong people, so my brother ended up opening his own Xmas present (instead of mine so he could wrap it). The best I was offered was money off the DE blisters (which none of us had ordered), which annoyed me. I didn't want the blisters, and felt annoyed that Dark Sphere's remedy was for me to buy more stuff from them. They claimed the error happened because of a premises move, but if orders are being sent to the wrong people it left me a little worried. I tried for a refund, which they repeatedly gave excuses for not providing.

Shame, I used to use them frequently (prices are really nice), but after the recent problems I've had, I refuse to buy anything else from them. I'd rather pay more and get decent customer service instead.

Hi guys,

Just thought I'd explain what's been going on with us over the past few months!

We were due to move premises early September but due to an issue with the old tenant it was delayed so we ended up moving mid-November, which put us straight into the Christmas rush, combined with the snow that meant that packages weren't being delivered, a VAT increase meaning that the RRP and price for over 10,000 products from a multitude of suppliers had to be altered and we had major issues with our BT provided telephone and broadband, all of these different factors has meant that it's only now that we are starting to find our feet again. We know that during this period we haven't always been able to provide the high level of customer service that we have in the past and we're not happy about that fact but we have been working typically 80-100 hour weeks trying to get things back to previous levels and thankfully we're almost there, in part thanks to two new members of staff who have recently joined us.

Getting hold of Spartan Games products has been a nightmare. Dystopian Wars has gone 'Nuclear' (quote from one of their staff members) and they can't supply any products directly to us for at least two more weeks but we are hoping to receive more from one of their distributors in the next day or two. We have even specifically opened accounts with new distributors just because they had Dystopian Wars products in stock!

The next few weeks and months should see a lot of changes both online and in store, including a major website revamp, an increase in stock for the major game systems and a change in the way we run it so mail order doesn't encroach into the main shop area in the way it has previously. A major part of the website revamp will be focused on keeping our customers better informed, including prior to order (e.g. when manufacturers seem to be having difficulty supplying items like Dystopian War Carriers, etc) and during the order process. All of this takes a lot of time and effort so we hope you will bear with us during this transformation and understand that we are always working hard to try and make things the best that we possibly can!


Ketara - Your missing Raider has already been dispatched to you (missing item dispatch notification is part of the functionality coming in the next website upgrade). I'm not sure why you didn't just ask about it directly.


Neith - I know the particular order you're referring to. Same address, same surname, placed very close together and unfortunately human error did occur in this instance. I also can see the entire correspondence history and in the very first email my colleague sent she offered you the chance to return the goods for a refund:
"To be very honest I have no idea how to put this situation to rights other than the goods be returned and we reimburse you"
I can also see that you didn't want to go with that option.

Since you said that the items were a surprise, she also gave you the option of getting something else which would therefore be a surprise to your brother. The blisters were suggested specifically because neither you nor your brother had ordered them and they were offered at a very good rate as compensation.


Mr. Burning – Thank’s for giving us the head’s up so we could tell our side



Best wishes,

Alexi
++++++++
Dark Sphere

notprop wrote:If you've sent a cancellation request as they note and you have had no response, advise your credit card company and I bet you will either have a response from DS or your money refunded in no time. Works like a charm, of course I am a little ruthless when it come to thinks like this.

I will never go to such extremes until absoloutely necessary.

As Dark Sphere have replied (Sorry this wasn't meant to be a slag of Dark Sphere as the guys at my gaming club swear by you) I've been able to get hold of them and delays have been due to BT being crap. No surprise about BT.

My stuffs on its way But has been for the last week so I have to wait on crappy crappy Royal Mail.....

Again this wasn't meant to be a slag off DS I was just trying to find out if people were having problems with non responding emails with a hint of blind net rage.

Got to love that the popularity of Dystopian Wars could likely be the companies downfall...

DarkSphere wrote:
Ketara - Your missing Raider has already been dispatched to you (missing item dispatch notification is part of the functionality coming in the next website upgrade). I'm not sure why you didn't just ask about it directly.

It has? To be frank, I've been so busy in life as of late, I hadn't even thought about it until I saw this thread. I wasn't too worried, because since I got my goods in the first place, regardless of the haul involved, I was convinced you weren't a scam shopfront.

I can't say I'll be too thrilled if I have to go to the post office again because parcelforce just hasn't delivered it again.