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Today the order I've awaited all week to arrive finally came, but there's been a balls up. I ordered the cadian infantry upgrade and the cadian shotguns packs, but have been sent 2 shotgun packs. The weird bit though is that the 2nd shotgun pack actually says on it 'Cadian infantry upgrade' but is full of shotguns...

I've never dealt with Forgeworld's customer services, let alone any actually. I was wondering what to expect? Has anyone else had any experiences like this?

Everything I've ever heard about them is that they have the best customer service ever. You won't be disappointed.

Well, I hope I get some accidental free shotguns then.

The only balls up I've had with FW is that they forgot to put all the weapons profiles avaliable to IA:13 in IA:13. Aside from that, any time I've contacted them, they have been very quick to reply.

 trephines wrote:
Well, I hope I get some accidental free shotguns then.

You will. FW's customer service is really top-notch, and they're more than happy to send replacements and corrections. they understand the relative cost of what you're paying versus what you're buying. They make up for it in their support structure.

they forgot some marines in an order i placed. sent them a email stating what was wrong and gave them my order number. they got back to me within a week and about 2-3 days later i got my missing marines and a second set of marines as a bonus.

Forge world customer service is amazing.

Give them a call, explain what happened. They work on 99% of people not being dicks, so they just take you on your word. They'll likely chuck you special delivery of the missing bits, and not want your shotties back.

The one time they asked for a piece back from me was a malformed macharius Vulcan hull, back when they were knew. They couldn't believe their QA could screw up so badly so wanted to "hit the tool over the head with the hull" until he saw sense.

I only ever had to call forge world when they sent me the wrong Death Korps Commissar, sorted it out over the phone pretty fast, the guy even turned out to be relatively local (I live only 30 mins from warhammer world) and even offered an invite to his own gaming group.

Never went but hey ho!

This was 3 years ago, not needed to buy anything from forge world since.

They are helpful to a fault.
And yeah, when they send wrong/damaged/warped parts, you don't generally have to return them.

Turn your phone down if you call though, IIRC, their waiting music is horrendously bass-y.

Here's the email I got back:

"hi,
Thank you for your email and please accept our apologies for the mispacked kit it What we will do is to get the correct one out to you as soon as we can. The order number for this is XXXXX and it will be checked by us for the correct content before it is mailed out to you.
If you can also return the incorrect one back to us using the attached free post address details, so that it won't cost you anything.


If there is anything further we can do to assist you, or if you have any queries about the information we have requested or provided, please telephone us."

Looks like I won't be getting anything for free after all, sadly.

 trephines wrote:
Looks like I won't be getting anything for free after all, sadly.

Well, they may throw something in with your replacement pack. You never know. These things are always nice, but you can't exactly expect it from them, they are still a business at the end of the day.

I don't know how it works in the UK, but under US law you have no obligation to return the models. Any unordered merchandise is considered a free gift, and FW still has to replace the kit they didn't send you. So the only question here is how generous you want to be.