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Made in us
Pestilent Plague Marine with Blight Grenade






So, about two weeks ago, I made an order for some terrain sets from the War Store. At the time the item's stock read as "Available, ships in 1-3 days". However, when I checked my order status a couple of days later, it said the item was back ordered. Fast forward to today and there's been absolutely no change. I've been writing them about every other day asking if I can get some kind of ETA or otherwise cancel my order, without a single word in response. I have to say I'm pretty disappointed and I don't know if they expect me to just leave my money with them and get nothing in return. Anyone else experiencing something like this? What happened to them?

On a positive note, I've recently discovered Discount Games Store. Their communication is excellent and they have free shipping on ALL domestic orders. After making a couple of orders with them, Dan got in touch with me and offered to send me the new Necromunda box for $75, which I jumped on. So far I can highly recommend them.

 
   
Made in us
Stone Bonkers Fabricator General






Home Base: Waconia, MN (Minneapolis)

DSC is great for items they have in stock. Don't pre-order anything from them but the rest of things are normally awesome. As for Warstore I've never had any issues with them in over a decade of ordering. And I've never had them not get back to me within 24 hours of an email I sent on an order so I have no idea.

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Made in us
Chaplain with Hate to Spare





SoCal

Judgedoug had a similar experience with TWS that he shared in the Black Friday thread in News and Rumors.

   
Made in us
Pestilent Plague Marine with Blight Grenade






Yeah, seems like Black Friday was pretty hectic for them. I did just now get ahold of them and found that they have been writing me back but their emails have been filtered out for some reason. They still confused my order with another but now they are going to ship me what they have on hand and cancel the rest. I'm willing to chalk it up to Black Friday confusion.

 
   
Made in us
Ollanius Pius - Savior of the Emperor






Right behind you.

Out of curiosity, what manufacturer was the stuff from?

I know that the European side of things has been frustrating them lately. I ordered a Blackjack for Infinity a week after the model hit retail(October 28th was the order, October 22nd was the retail date that Warstore had) and it's been backordered since then as CB hasn't got their crap together with literally one of the most anticipated models. Shame on me for not having preordered though.

Didn't make that mistake with the Szalamandra though.
   
Made in us
Pestilent Plague Marine with Blight Grenade






The order was for four Syberclicks sets from Pegasus Hobbies. I do know that stuff has iffy distribution, which is why when I saw the price and the "Available" status I jumped on it. I still wish they would have contacted me initially when they couldn't get my whole order, but at least it's getting worked out now.

 
   
Made in us
Walking Dead Wraithlord






Pegasus Hobbies was purchased or something recently - a lot of their stuff has disappeared from various distributors.

 
   
Made in us
Combat Jumping Ragik






Beyond the Beltway

I had a similar experience several years ago. However, while I waited for the item to be back-ordered, actual in-stock items on my ordered apparently went on back-order. That is to say that TWS sold and shipped the in-stock items to others (who ordered later) rather than hold them for my order. Then another went on back-order.I emailed TWS to ask about the situation. Without asking me, or even informing me, TWS split my order, shipped the in-stock items, and charged me postage for it, then, when the other items-- ones that had actually been in stock when I ordered-- came in, shipped me those items, and charged me again for postage.

I thought it rather a sleazy practice. I have not ordered from TWS since. Nor will I order from them ever again.

I get better prices elsewhere. It just takes a few days longer for the items to get to me. Both GameNerdz and Miniature Market are useful sources.


 
   
Made in us
Mighty Kroxigor Ancient





California the Southern

That's the first I've heard of Pegasus Hobbies getting purchased.

I live relatively close by them (about a 30 min. drive). Sounds like I'll have to make a stop there this weekend and see what's up.

I forgot how slow DGS can be with preorders. Still waiting on one that came out two weeks ago, but the item did ship... just as slowly as possible it seems.

Poorly lit photos of my ever- growing collection of completely unrelated models!


http://www.dakkadakka.com/dakkaforum/posts/list/0/627383.page#7436324.html 
   
Made in us
Pestilent Plague Marine with Blight Grenade






It's a shame that, for whatever reason, Pegasus stuff is so hard to get ahold of sometimes. They fill a niche in the market that very few other companies do at the same price point. If they are being sold then hopefully the new owners pull their distribution together.

Oddly enough, I preordered the Skellies from Shadespire from DGS and received them 2-3 days after release, but had to wait another week or so for some Neophyte Hybrids I purchased in the same order. I'm still waiting on Necromunda to get here. But with free shipping it's hard to complain.

 
   
Made in us
Regular Dakkanaut





Texas

I did a War Store order on black Friday, came in the mail this weekend. Forgot to do my free stuff in the cart and emailed them what i wanted and they added it anyway. Ive always had good results with them. But yeah black friday for them is super crazy from what i understand.

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Made in us
[MOD]
Friendly Peat Beast






The Great Marsh

I don't order from the War Store because they don't display exact stock levels. Miniature Market does, so for an online discounter, I prefer them (although buy local when possible) or even just ebay sellers.

MM and ebay also have various free shipping offers. After the shipping cost, the War Store just doesn't seem worth it to me, especially when I don't know for sure if the product is on hand...

This message was edited 2 times. Last update was at 2017/12/11 19:24:42


 
   
Made in us
Oberleutnant





$6.95 shipping on any order is hardy a huge shipping cost. Never had a problem with the War Store.







 
   
Made in us
Rogue Grot Kannon Gunna





Atlanta, GA

I don't order from the War Store anymore after several issues I've had with orders. Most recently, I put in an order for about $45 worth of paints, and USPS lost the package. I emailed Neal about it and basically got the "wait a few more days, it'll show up" runaround - this was after getting in touch with USPS multiple times, and their customer service people giving me the equivalent of a shrug and a "Sorry, what can you do?". Finally the War Store agreed to send out a replacement order, but going through that process was like pulling teeth. Haven't ordered from them since.
   
Made in us
Dakka Veteran





Ive used The War Store for years but since September of this year, Customer Service has gone downhill.

Preordered Things used to ship and arrive at my house the following day. Now, Ive had problems with orders, things shipping late, and they don't send a tracking number anymore unless you request it.

In fact, today, I called several times about an order I placed last Friday, and noone answered. It went into voice message. They used to call right back, even if you hung up! They sent my invoice and everything said in stock, but no package or tracking number.

Somethings up. I may be switching.




 
   
Made in us
Fixture of Dakka




CL VI Store in Braggistan

 Mr. Grey wrote:
I don't order from the War Store anymore after several issues I've had with orders. Most recently, I put in an order for about $45 worth of paints, and USPS lost the package. I emailed Neal about it and basically got the "wait a few more days, it'll show up" runaround - this was after getting in touch with USPS multiple times, and their customer service people giving me the equivalent of a shrug and a "Sorry, what can you do?". Finally the War Store agreed to send out a replacement order, but going through that process was like pulling teeth. Haven't ordered from them since.


Seems weird to blame the WarStore for the USPS screwing up. Not sure I get that. It seems reasonable for the Warstore to ask you to wait to see if the USPS can unscrew themselves.

Every time a terrorist dies a Paratrooper gets his wings. 
   
Made in us
Plaguelord Titan Princeps of Nurgle




Tampa, FL

I have used the war store for like a decade now, since like early 2000s. Never had any problems with them. Neal is great.

This message was edited 1 time. Last update was at 2017/12/14 13:06:43


- Wayne
Formerly WayneTheGame 
   
Made in us
Hurr! Ogryn Bone 'Ead!





Ellicott City, MD

 RiTides wrote:
I don't order from the War Store because they don't display exact stock levels. Miniature Market does, so for an online discounter, I prefer them (although buy local when possible) or even just ebay sellers.

MM and ebay also have various free shipping offers. After the shipping cost, the War Store just doesn't seem worth it to me, especially when I don't know for sure if the product is on hand...



Yeah this, I had a terrible issue this summer that stretched into November where I ordered stuff that showed as in stock but they only had 1 of a few of the items I ordered multiple of. Took me months and multiple contacts to finally kind of sort it out where I got most of what I ordered and I've basically just given up on ever getting the rest. It's a shame, if I wasn't buying it at my FLGS I always went to the WarStore, now I need to find a different online retailer.

Vonjankmon
Death Korp of Krieg
Dark Angels 
   
Made in us
Dakka Veteran






 Luciferian wrote:
So, about two weeks ago, I made an order for some terrain sets from the War Store. At the time the item's stock read as "Available, ships in 1-3 days". However, when I checked my order status a couple of days later, it said the item was back ordered. Fast forward to today and there's been absolutely no change. I've been writing them about every other day asking if I can get some kind of ETA or otherwise cancel my order, without a single word in response. I have to say I'm pretty disappointed and I don't know if they expect me to just leave my money with them and get nothing in return. Anyone else experiencing something like this? What happened to them?

I'm surprised at this. I've bought stuff from TWS for years and never really had any problems with them. I think the only real issue I ever had was with the Battlefront FOW Gaming Mat, which I preordered through TWS. I just let that ride until Neal finally emailed me that they were cancelling all the preorders for the mat and send me a voucher for the balance. That was not even their fault, but Battlefront's.

My last order from TWS was a preorder of the new Necromunda. Everything arrived on time with no problems.

This message was edited 1 time. Last update was at 2017/12/14 17:00:53


 
   
Made in us
Pestilent Plague Marine with Blight Grenade






I still haven't gotten my stuff : \

 
   
Made in us
Ollanius Pius - Savior of the Emperor






Right behind you.

 Luciferian wrote:
I still haven't gotten my stuff : \

I contacted them to inquire about the Blackjacks after it being over a month. Apparently there's some European shipping issues going on.
   
Made in us
Rogue Grot Kannon Gunna





Atlanta, GA

 CptJake wrote:
 Mr. Grey wrote:
I don't order from the War Store anymore after several issues I've had with orders. Most recently, I put in an order for about $45 worth of paints, and USPS lost the package. I emailed Neal about it and basically got the "wait a few more days, it'll show up" runaround - this was after getting in touch with USPS multiple times, and their customer service people giving me the equivalent of a shrug and a "Sorry, what can you do?". Finally the War Store agreed to send out a replacement order, but going through that process was like pulling teeth. Haven't ordered from them since.


Seems weird to blame the WarStore for the USPS screwing up. Not sure I get that. It seems reasonable for the Warstore to ask you to wait to see if the USPS can unscrew themselves.


I did talk to USPS. Multiple times. And each time, got what amounts to a shrug and a "yeah, guess we can't find it". It was the tone of the emails from Neal that really put me off, along with the "just wait a few more days" attitude even after I'd already emphasized that USPS wasn't being any help on the matter. Maybe it's just me, but the proper response would have been to send out a replacement order right away, with a note to send the missing order back if it ever turned up. Which I would have been more than happy to do.
   
Made in us
Fixture of Dakka




CL VI Store in Braggistan

Again, if the USPS is the issue, expecting any vendor to just send out another order without trying to give the USPS more time seems odd to me. 'Tone' of emails, subjective, getting pissy over 'tone' when the vendor is not in the wrong at all again, seems odd to me. Sounds like Neal asked you to wait a few more days. I'm finding it difficult to find fault in him asking you to do so. Working out what 'a few more days' actually means may have been worth while, and then contacting him after waiting that time to let him know the USPS had still not delivered seems the reasonable action.

Maybe it is just me, but when the USPS screws up, I don't hold small businesses responsible.

This message was edited 1 time. Last update was at 2017/12/16 21:22:57


Every time a terrorist dies a Paratrooper gets his wings. 
   
Made in us
Boom! Leman Russ Commander





Delaware, USA

Ordered a bunch of stuff from TWS over the years and the only time I had an issue was when I was getting back into Blood Angels shortly after Angels Blade came out. Annoyingly they don't post actual stock levels because...well, that means people won't order from them because their GW stuff is CONSTANTLY sold out. That, or it's too expensive for them to stock everything all the time, whatever.

Anyhow, I ordered the stuff on like a Wednesday, their GW stock is ordered/comes in at the beginning of the week and at the end, so mine got pushed to the end of the week, which meant they wouldn't ship it until the following Monday because...well, it's too annoying to ship stuff on Saturdays I guess. Still took over a week to get the stuff I ordered and I live about 3 hours south of the actual store. Honestly I didn't really care about the wait, but I figured in the fairness of full disclosure I'd toss my hat into the discussion.

As for the various items I've ordered, I've never had a problem with quality or pricing. The discount is worth it even with the flat 6.95 shipping cost so I don't have any issues. The one bummer is that they used to go to Cold Wars in Lancaster, PA - the first year I went they had a booth and it was great to buy direct. Turns out they didn't want to do a booth anymore so they stopped that year, haven't been back since. Musta been too much of a pain in the ass to haul so much stuff down to MAYBE sell some to some random 40k/Warmachine fans.

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Made in us
Sister Oh-So Repentia




Tacoma, WA, USA

Unfortunately, when a package carrier loses your package, both you and your retailer are a bit stuck. Until the carrier decides the package is lost and unrecoverable, not just delayed, there is no way for the retailer to collect on the shipping insurance. That means sending you out another shipment risk him losing all the cost, profit and shipping on your order. Not to mention you need to have the product available to ship again in the first place.

If your Amazon.COM, you toss the loss in your customer service cost and move on. If your a small business, you want to avoid taking the hit to the pocketbook. That means lobbying for extra patience from your customers.
   
Made in us
Indescriminate Explicator





Maine

I have been using the warstore for years without an issue, but stuff has to go wrong at some point. I'm one of the lucky folks who have actually walked around shopping. It felt like I had died and landed in gamer heaven, but during inventory day because all the blister packs where facing backwards. His inventory isn't as large as it was back in those days but it is still impressive. I have been in Neal's office while he worked out an issue with my local gaming store on the phone. Talk about small world! My advice would be to give them a call anytime something goes wrong if email isn't getting the job done, being mindful that even though his operation is large he does have a relatively small customer service staff that answer the phone.


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The Warstore, the best thing about Long Island!

This message was edited 1 time. Last update was at 2017/12/17 04:42:03


Voxed from Salamander 84-24020
 
   
Made in us
Posts with Authority






 alextroy wrote:
Unfortunately, when a package carrier loses your package, both you and your retailer are a bit stuck. Until the carrier decides the package is lost and unrecoverable, not just delayed, there is no way for the retailer to collect on the shipping insurance. That means sending you out another shipment risk him losing all the cost, profit and shipping on your order. Not to mention you need to have the product available to ship again in the first place.

If your Amazon.COM, you toss the loss in your customer service cost and move on. If your a small business, you want to avoid taking the hit to the pocketbook. That means lobbying for extra patience from your customers.
Tell me about it. :(

I no longer accept the Free Shipping that Reaper Miniatures has on order over $35 - the USPS has lost the orders too freakin' often to be worth it.

So, I spend the extra money and have it shipped UPS - and pick it up from the UPS center, rather than risk whatever happened to my packages.

The Auld Grump

Kilkrazy wrote:When I was a young boy all my wargames were narratively based because I played with my toy soldiers and vehicles without the use of any rules.

The reason I bought rules and became a real wargamer was because I wanted a properly thought out structure to govern the action instead of just making things up as I went along.
 
   
Made in us
Chaplain with Hate to Spare





SoCal

That might be the first time I've ever heard UPS described as more reliable than the USPS.

It does highlight a point against the War Store, though. When a shipment gets lost, it might not be the store's fault, but what the customer learns is "don't buy from them again." Unless, of course, the store "makes it right".

   
Made in gb
Longtime Dakkanaut







 alextroy wrote:
Unfortunately, when a package carrier loses your package, both you and your retailer are a bit stuck. Until the carrier decides the package is lost and unrecoverable, not just delayed, there is no way for the retailer to collect on the shipping insurance. That means sending you out another shipment risk him losing all the cost, profit and shipping on your order. Not to mention you need to have the product available to ship again in the first place.

If your Amazon.COM, you toss the loss in your customer service cost and move on. If your a small business, you want to avoid taking the hit to the pocketbook. That means lobbying for extra patience from your customers.


Thing is, at what point is lobbying for more time actually being unreasonable? A week after it was posted? A fortnight? A month?

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Made in us
Sister Oh-So Repentia




Tacoma, WA, USA

That is a business question, but assuming they insured the shipment the answer is when the carrier admits it is "lost" and agrees to pay the insurance claim.

If they didn't insure the shipment...
   
 
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