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Has anyone else had trouble ordering from them lately? I ordered some stuff including scenery and a spray can in early August. They keep adding time onto the expected dispatch date.

I am probably going to cancel the order if it doesn’t come by end of September. I am assuming they do refund cancelled orders?

Their customer service is appalling. I had that recently, have them the benefit of the doubt for a while because it was early in the lockdown but there was two month of 'they'll be here next week'.

Didn't even get an email response when I asked to cancel. Just refunded me.

My interactions with EG have mostly been very good. When there have been problems their customer service is pretty bad, though.

As far as refunds go, I'm pretty sure they are legally required to give you a refund if you cancel before the goods are sent.

It might not be them, it could be a supply issue for one or more items in the order. Might be worth asking which specific item(s) are holding it up and have the order split or cancel part of the order and get the part that is in stock.

Element's system likely is built on the understanding that items listed "out of stock" will get restocked on their normal weekly (or whenever it is) restocking. So your order keeps automatically rolling over to the next ordering window. Which in normal times works fine for most stores; it messes up when there's a product shortage/production/shipping issue with a supplier and then Element isn't getting any stock for some reason so the order just rolls over and over and over.


I've had it happen with other stores now and then even before Corona. In the end its your choice if you want to wait and see or go somewhere else.

The worse case is that Element is under-ordering (cash flow shortage) and there is stock but they can't afford it so your order is stuck waiting for more orders to clear the backlog of cashflow issues.

Its usually a supplier issue. I had to wait for something for a while earlier in the year.