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Placed an order (£100 worth of Marines) at the beginning of last week, paid extra for 2 day delivery.
Received an order confirmation the following day and they took the cash from my account.
2 days later, nothing. My account still says processing.
I have tried multiple times to contact them since, (about 12 calls) never had an answer and even though I have left 3 messages & completed their new sites "contact form" still not had any reply.

This was my 1st time using them, doubt I ever will again.
I originally tried to contact them to see if I could add an extra £50 worth of stuff to my order..

Gutted.


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Has anyone else had dealings with them recently?

You know they're having to wait to get them from GW, right? I'm sure I've read on here that stores can only places one order a week for GW stock, so if you ordered the day after their order was placed, then you can basically add an extra week's wait for your stuff. But at least when they do get it, they'll ship it to you quickly.

I wasn't aware that they didn't hold any stock.
But surely if you don't hold stock, you shouldn't offer quicker more expensive delivery?

More gutted about the lack of communication, all it takes is to answer a phone or send an Email.
Poor Customer Service.

They normally restock on a Monday and ship on the Wednesday. In the past they have been very good with letting you know.

Been having an issue with wayland money taken on the 1st, 25 days later not a word.

Seems to be an issue with 3rd parties ordering stock from gw

It's often not a case of not holding stock. Usually with these threads the ordered items are a relatively new GW release (I don't follow their release schedule so don't know if your marines are likely to be new releases). Stores can only order a maximum number of an individual kit, and are likely to sell through their allocation of new releases quite rapidly, expecially if they're offering deeper discounts.

What this means is that, when ordering cheap GW new releases from a online discounter, you're more than likely going to have a delayed order. Could the store do more to warn you about possible delays/be more communicative about the progress of your order? Probably, yes. Are any of the major UK retailers better at communication than others? Based entirely off what I see on Dakka, not really.

Seems that TH isn't the store to overcome GW trade terms.

Finally got to speak to a guy called Adrian at TH.

He was very apologetic & explained that it was a screw up with GW that caused the delay, and staff shortages due to Annual Leave that resulted in the poor comms.

He is going to refund the P&P I paid and said the order will be with me this week.

As he sounded sincere, provided my order turns up & I get the promised refund, then I may give them a 2nd chance.