Deathguard Space Marine Heroes Order wrong

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**Doohicky**

Hey.
I picked up my preorder box of Deathguard space marine heroes. I ordered the 6 pack as it guaranteed I would get 1 of each model.
But I just opened them up and it's given me a duplicate in one of the boxes (Bolter guy missing, 2 grenade guys)

Normally this is not an issue, I would go back to store, they'll replace model. Easy

But this isn't a normal case. As far as I know this whole batch is sold out, so there is no way to replace.

Anyone had a similar issue before where one section of a buy was wrong and they couldn't replace? What do they do?
I know I'll find out tomorrow when I go down, but having an idea what to expect is nice

**AnomanderRake**

Email GW with pictures. They're more likely to have extra sprues lying around than your FLGS.

**Tycho**

Email GW with pictures. They're more likely to have extra sprues lying around than your FLGS.

Yeah - I've had one or two orders go wrong recently (mostly just not enough bases in a kit, or a kit packed with incorrect bases), and even with covid - I emailed customer service and attached the relevant photos and they were pretty great about fixing things. Took slightly longer than normal for obvious reasons, but not by much.

**Doohicky**

Cheers, It's an actual GW store I am going to anyway.

My worry was that there might not be spare sprues of this hanging around as it's seemingly sold out everywhere.

Will find out tomorrow and if no luck in store I'll email customer service
Thanks!

**JohnnyHell**

Store will likely ask you to email customer service so save yourself a trip.

**Argive**

Doohicky wrote:
Cheers, It's an actual GW store I am going to anyway.

My worry was that there might not be spare sprues of this hanging around as it's seemingly sold out everywhere.

Will find out tomorrow and if no luck in store I'll email customer service
Thanks!

Are warhammer shops open in the UK ?

I could do with a paint or two..

**Dysartes**

Depends which bit of the UK you're in, Argive.

They shouldn't be in England, I'm honestly not sure about NI, but may well be open in Wales and Scotland.

Because that's not confusing, or anything

**Doohicky**

It's NI. They are open here

**Dysartes**

Any luck, Doohicky?

My set from Dark Sphere arrived this morning, so I've checked through - fortunately, no dupes.

**Doohicky**

As suspected I had to email customer service. They got back to me today and I've sent photos of the boxes and duplicate sprues. So waiting for them to reply again

**yukishiro1**

I'm not GW's biggest fan overall, but the one thing I will say for them is that I have always had excellent interactions with their customer service (although these days you have to wait forever for an initial response). It's rather out of character with the shareholder-returns, bottom-line focused business strategy in recent years. But for whatever reason, they have really permissive return and replacement policies and good customer service support staff who are focused on, shock, actually helping people, instead of making them go away, the way a lot of corporate customer "service" is set up to do.