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Hi guys,

Scoured the net recently for reviews on maelstrom games (UK webstore) and seems they are generally pretty good.

Put an order through last week (last fri) and whilst i'm happy to wait 2-3 weeks for delivery to Oz, the status still says 'processing'.

So I emailed, just to check that a) it's been dispatched (as per their FAQ on sending stuff out) and b) their response times to emails (because if this goes well then the fact i'm saving 50% on GW is a no-brainer)

For now, I haven't heard jack and nothing has changed as far as the status is concerned.

Should I be worried? I've heard that special discounts they run occasionally clog their system somewhat, AND it was around Easter as well?

What do you think guys? Too early to tell or early warning signs?

What did you order? If it isn't in stock and has to be ordered from GW then that will add delay. Also, factor in that there are mysterious delays with a lot of GW metal blisters recently.

sanguinary guard and death company box sets.

Both were in stock and seem to still be.

34 pounds for both which included a 17% easter discount.

It's almost buy one get one free... and it's because of these crazy savings i'm thinking everyone else has jumped on hence the supposed delay?

Yes, I would agree that it is probably more to do with a stocking issue rather than a general lack of action.

To backup what you have obviously already heard: I've only had good experiences of maelstrom (posting to canberra); they even contacted me once because one of the items I ordered would be a day later than the rest...

I've found the majority of delays in postage have been at my end: Australia Post doesn't deliver parcels in my suburb anymore, rather they just get the regular postie to drop off a slip saying they came by but we weren't home (even when I was standing in the driveway, and they handed the slip to me).

...But this obviously isn't your problem if it's still 'being processed'...

yeah usually get the slip for that sort of stuff, even buying minis from combat company in qld (am in adelaide)

will give them next week and then go from there...to not hear anything just seems a bit off...

You shouldn't be worried, but you can be annoyed.

The UK had a bunch of holidays recently where shipping didn't happen b/c deliveries were not going. I ordered from both wayland and maelstrom two weeks ago and wayland just shipped my order today. I have ordered and received my stuff from Maelstrom in the past though so don't worry, you'll get your BA stuff eventually and it is worth the savings

I've ordered from maelstrom a few times and I have always gotten my packages (I'm just over in NZ) BUT you are looking to wait around 2-3 weeks for it just to be posted unless the item was in stock at the time you ordered.

Maelstrom seems to have been running pretty slow on all orders lately, but they always come through in the end.

good to know. Yeah a little annoying if it's going to take 2-3 weeks just to SEND it, but have enough to paint up in the meantime anyway.

cheers guys!

Aye, I always buy from Maelstrom too (hey guy, Im Canberran too). Sometimes it gets like 1-3 weeks just to get the dispatch message, and then another 1-3 weeks just to get it. Alot of factors are involved, one thing being GW's draconian ordering policy so if Maelstrom is outta stock on something, you're in for a long wait. Secondly, if you bought something in their Easter sale, then that's only gonna delay things more cause they'd be inundated in sales.

Other than the long wait, Ive personally had no problems with them. They will, eventually, pull through in the end

I guess we can't complain considering the discount.

I've had two misses from Maelstrom, and both have been caused by factors outside of Maelstrom.

1. A Cities of Death city box (the really big one) went missing and never showed up. This was during the Christmas rush and a UK postal worker's strike. Not Maelstrom's fault. Box was replaced for free by the end of Jan (once everything had calmed down and I had waited 1 full month for it to arrive).
2. Honoured Imperium boxed set. Ordered two of them (along with some other things). Everything except the Honoured Imperium boxes showed up. E-mailed them, and they let me know that GW was still deciding if the Honoured Imperium set would go Direct Only and wasn't letting them restock until they made up their minds. Eventually GW made up their minds, decided not to have the Honoured Imperium box go Direct Only, and I had my two Marine statues within a week.

There are two things that slow Maelstrom down:

1. GW's stock limitations. Maelstrom are only allowed to order stock once a week. This means that if something runs out quickly (not new releases), then you have to add a week before they can get new ones, and they don't stop taking orders during that time, so it builds and builds. This is why they do 5000 orders a week, and why it gets worse during sale periods.
2. Postal service shutdowns/strikes.

I've ordered non-GW items (like the FFG 40K RPG book I just got and the Hordes mini I ordered) and they were shipped within a day and here within a week. It's almost never Maelstrom's fault when something gets delayed.

So really it could be anything from 1 week to 6 weeks to get something to Oz from maelstrom.

Good to hear that it's not their service though. Like i mentioned before have stacks to paint, and if waiting up to 6 weeks i may actually get things finished...

A good idea might be to put an order in for stuff every fortnight or so such that as funds allow purchases, they turn up as needed piecemeal giving time to paint up and focus on.

...rather than wait and order everything at once and be sitting around for weeks...

guess there is always dakka!

Actually I can chime in with bad customer service
They ran out of Obliterator models, which i had ordered 3 weeks before and don't seem to be putting them back( why they couldn't tell me earlier i'll never know)

Offered me a refund , with conditions stating to send them a email if you wanted it back into your account
Sent off the email, never got a response, ever.

I just used the credit to pre order grey knight stuff off them, so i didnt have money laying around on the site and am now using Wayland ever since

Not only does Wayland have a faster service, but their customer service response after an enquiry came the day after i made it
I tried asking Maelstrom something, took me a week to get a response

I honestly recommend your future purchases go to Wayland or if you want buy local, for a bit more money, to get it faster try Gaming Dragon

I've never had a problem with Maelstrom. I've only ordered a few things from them though...everyone at my school uses them, never heard ANY complaints.

My main concern is that my larger orders are always Split...

This doesnt phase me, as I get the minis that were in stock sooner...

But I have since had an order split... 3 times...

Last time I had paints opened and dried/spilled before they got to me and I was not offered a refund, instead was simply given store credit, without an option or a replacement.

Just to update what's going on...

Still haven't heard a thing. No order status change and no email reply.

Did use gaming dragon then switched to combat company in qld (is cheaper).

Have awesome service from them. The owner (Russell) has nearly always got back to me within 20mins of emailing. Orders arrive within 2-3 days no problems. Just have to pay for postage unless ordering over $100 which he then sends free.

I emailed maelstrom about my first order when it took ~2 weeks for it to be posted. I only got a reply when it got posted. Otherwise I didn't hear a peep from them.

I emailed maelstrom about my first order when it took ~2 weeks for it to be posted. I only got a reply when it got posted. Otherwise I didn't hear a peep from them.

I wish i'd read this 2 mins ago. I just sent a 2nd email then.

2 weeks to post seems a little.. excessive. How long did it take to arrive after that?

snowman40k wrote:

I emailed maelstrom about my first order when it took ~2 weeks for it to be posted. I only got a reply when it got posted. Otherwise I didn't hear a peep from them.

I wish i'd read this 2 mins ago. I just sent a 2nd email then.

2 weeks to post seems a little.. excessive. How long did it take to arrive after that?

Usually another 2-3 weeks after. This is 10-15 business days, remembering to factor in public holidays at both ends.

if you are displeased with international service, you should really check out www.phoenixforge.com.au

Luke always provides the best service. Not only si he another QLDer, but I actually met him in person at AUSCON last week.

snowman40k wrote:

I emailed maelstrom about my first order when it took ~2 weeks for it to be posted. I only got a reply when it got posted. Otherwise I didn't hear a peep from them.

I wish i'd read this 2 mins ago. I just sent a 2nd email then.

2 weeks to post seems a little.. excessive. How long did it take to arrive after that?

Yeah their customer service is terrible

I don't mind the fact that the product takes a while to get to me, considering postage is free
But you'd expect they would have good customer service or at least one that doesn't take weeks to get a response from, or sometimes none at all

I honestly say go Wayland from now on, you won't regret it

AvatarForm wrote:

snowman40k wrote:

I emailed maelstrom about my first order when it took ~2 weeks for it to be posted. I only got a reply when it got posted. Otherwise I didn't hear a peep from them.

I wish i'd read this 2 mins ago. I just sent a 2nd email then.

2 weeks to post seems a little.. excessive. How long did it take to arrive after that?

Usually another 2-3 weeks after. This is 10-15 business days, remembering to factor in public holidays at both ends.

if you are displeased with international service, you should really check out www.phoenixforge.com.au

Luke always provides the best service. Not only si he another QLDer, but I actually met him in person at AUSCON last week.

I'd use them, but He doesn't take credit card orders from his webshop, I don't have ebanking enabled and I WILL NOT set up a paypal account just to use one store (I don't use ebay, so it's not a real priority to have paypal). If I lived in Brisbane, this would not be an issue, but I don't.

I'm going with Wayland exclusively after this order is shipped.

Well, got a reply after 2nd email.

Copied/pasted here...

Hi Dale,

The order is currently awaiting stock from Games Workshop, Which should be in Monday-Tuesday and your order will be dispatched soon after,
sorry for the delay,
Many thanks,

jamie

I did email this to the 'other' heading rather than 'sales' heading. Don't know if it makes a difference.

I'm not fussed about time frames so much (if within reason, and i was expecting this), but to not even be told what's going on doesn't inspire confidence.

A good heads up to anyone in business like this really. Most people are happy to wait if they know what's going on.

That's why I'll be switching back to Wayland for the 40kays sales - they deal with emails in a timely manner.

I don't normally have to allow a month for the stuff to get to me.

I had to wait 6 weeks for my codex to arrive, patience is the key.

6 weeks... yes, patience seems to be a recurring theme in regards to ordering from the UK.

The painting projects continue...

Orders from Wayland take less than a month.
I've used them quite a few times.

I've got other stuff from other UK sellers, and they ALL take less time than Maelstrom. EVEN the resin-cast-to-order producers (well, the competent ones, anyway. FW aren't in their league, either).
With Maelstrom, I'm saving MAYBE $1 over Wayland (Subtracting VAT and using that to subsidise the postage is cheaper than free postage and NOT doing it).

snowman40k wrote:Did use gaming dragon then switched to combat company in qld (is cheaper).

Have awesome service from them. The owner (Russell) has nearly always got back to me within 20mins of emailing. Orders arrive within 2-3 days no problems. Just have to pay for postage unless ordering over $100 which he then sends free.

So I don't need to pay the postage on the squadron of Stormravens and Land Speeders I was thinking of buying.
Sweet.

MG are slow even in the UK. Still waiting on a codex I ordered from them a while ago - I don't their "in stock" counters are not live so even if it says something is in stock, they may have already sold them meaning you then have to go onto the "wait for GW order day and delivery so we can then process it and send it out" list.

I've always had to wait 2-3 weeks for pretty much everything. Never had a problem with them otherwise.