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They're pretty slow to deliver, and I agree they shouldn't say 'five to ten working days' when they really mean ' ten to twenty working days'.

I have found them quick and friendly to respond to emails and helpdesk tickets though. For some reason, most of their messages end up in my Spam folder. I use gmail, which is usually pretty good at gauging what is and isn't spam, but the TWG mails always seem to get labelled as spam.

though it was a bit slow to arrive, I got sent a second black primer, some paints, and a box of grey knights extra for free

Dante1942 wrote:
wow, wish I'd found this thread before I placed my order with them.
I placed an order on the 6th of Jan, chased it up on the 16th to be told of "delivery problems".
Emailed them again on Jan 27th and still waiting for reply.
If nothing arrives pretty darn quick they'll be getting a disputed payment from the Credit Card company.

not happy!

Try the Facebook page, my cousin had more luck getting a result there than using the CS line and support tickets.

I use them when they have the right amount of deals on. However, that is with the knowledge that they are very, very slow. It's also with the knowledge that they're just up the road in Evesham so I could go and give them a poke with a stick if I needed to!

yeah,
I just got a reply to a email question.

email them
support@totalwargamer.co.uk

Panic...

They stopped replying to me when I started asking awkward questions, like, "It's been 15 working days since I made my order, and it's still 'Processing', when do you think you might be delivering it or even sending it out?" :(

The other half of my order arrived today, 3 days short of a 5 month wait.

I used support tickets and persistence.

Good luck.

I ended up cancelling my order and asking for refund.
I placed and order with Rocket Hobbies in Canterbury and that's starting to look like it's going the same way :-(
okay if you can walk in grab the products you want but as for internet ordering that's a whole new ball game apparently.

I've also made my friends aware of the "experience" of ordering hobby stuff online.

I've been a big advocate of RH on here, but my most recent order has been less than stellar.

Order 2 x Pink Horrors, which were listed as in stock.

Two weeks pass and my order is still awaiting picking, even though Horrors remain as In Stock and they've taken my money.

Contact them today, they only had one available, but now have two, so will send it out ASAP.

I want to give them benefit of the doubt. But surely having one in stock and pending orders for at least two means you're effectively out of stock?

I won't stop using them, but this is a big strike against them and I'll probably use Dark Sphere more often, i used to chop and change between them both as they'd both been great, who are just as cheap and have yet to let me down in anyway. I don't know what'll happen if they start slipping as well!

I

 azreal13 wrote:
I've been a big advocate of RH on here, but my most recent order has been less than stellar.

Order 2 x Pink Horrors, which were listed as in stock.

Two weeks pass and my order is still awaiting picking, even though Horrors remain as In Stock and they've taken my money.

Contact them today, they only had one available, but now have two, so will send it out ASAP.

I want to give them benefit of the doubt. But surely having one in stock and pending orders for at least two means you're effectively out of stock?

I won't stop using them, but this is a big strike against them and I'll probably use Dark Sphere more often, i used to chop and change between them both as they'd both been great, who are just as cheap and have yet to let me down in anyway. I don't know what'll happen if they start slipping as well!

I

Rocket Hobbies is no better than TW with speed, I assure you.

I'd suggest just to keep using Dark Sphere, they are far better than Rocket Hobbies.

 blood reaper wrote:

 azreal13 wrote:
I've been a big advocate of RH on here, but my most recent order has been less than stellar.

Order 2 x Pink Horrors, which were listed as in stock.

Two weeks pass and my order is still awaiting picking, even though Horrors remain as In Stock and they've taken my money.

Contact them today, they only had one available, but now have two, so will send it out ASAP.

I want to give them benefit of the doubt. But surely having one in stock and pending orders for at least two means you're effectively out of stock?

I won't stop using them, but this is a big strike against them and I'll probably use Dark Sphere more often, i used to chop and change between them both as they'd both been great, who are just as cheap and have yet to let me down in anyway. I don't know what'll happen if they start slipping as well!

I

Rocket Hobbies is no better than TW with speed, I assure you.

I'd suggest just to keep using Dark Sphere, they are far better than Rocket Hobbies.

Well, in my experience over multiple orders, RH were roughly comparable. The difference between this order and my last (back in Oct IIRC) is marked.

YMMV of course.

There's always Wayland too.

Dante1942 wrote:
I ended up cancelling my order and asking for refund.
I placed and order with Rocket Hobbies in Canterbury and that's starting to look like it's going the same way :-(
okay if you can walk in grab the products you want but as for internet ordering that's a whole new ball game apparently.

I've also made my friends aware of the "experience" of ordering hobby stuff online.

Use gifts for geeks, you will not be disappointed.

Got my order through, after just under a month, but without the extra 2 boxes of stuff I emailed them to add a few days after I placed the order. :( I guess that will show up sooner or later...

Ive ordered from them twice now.

First time, my Codex came in two weeks, whcih uis exactly when they said it'd arrive.

This time (also last time), they still havent even despatched my Christmas present...

That 2nd order I placed -- just over 4 weeks ago -- is still stuck on 'Processing'. :(

I queried it 8 days ago, and was told " A large delivery is coming in the next 48 hours - all outstanding orders will be fulfilled once it arrives - delivery within a couple of days."

I wouldn't be quite so annoyed if their responses weren't so inaccurate. 48 hours for their delivery to arrive + a couple of days for them to deliver it to me = I should have received my delivery 4 days later, which is now 4 days ago. And they haven't even posted it yet. What kind of a business either just flat out lies to its customers, or has so little clue about what's actually going on that any attempt they may make to estimate delivery times is completely inaccurate? :(

They are running 2 other business's from the same address, Mythreal and another one that i can't remember the name of off hand. Mythreal is another wargaming site. wouldn't surprise me if the same stock they have listed on one site is sold through both total Wargamer and Mythreal.

Had an almost identical experience. Goods did follow relatively soon after though.

Ordered from them twice. First time, it took over a month to arrive. Second time, I waited a month before cancelling, ironically, they were much quicker to offer a refund than actually deliver the thing xD

I just wanted to step in with praise for Total Wargamer for a moment. They are my FLGS, so I know Paul and his team well. They have been tremendously supportive to the local scene and for our local convention, MiniCon.

Paul started the weekend sales to help drive stock turnover, andthe strategy has succeeded beyond his wildest dreams. It meant a lot of changes to the store and staff and really raised their profile.

If this has meant some orders taking a while (mine too, as I'm not allowed to collect Internet orders in person, and the sales only apply online!) I can promise that there is no desire on TW's part to separate you from your cash on false pretences and that they are working as hard as possible to fulfil all your orders to your satisfaction.

However, if you have any pressing issues, I would be happy to offer my services as go-between. PM me here with your name and order number and I'll compile a list of queries and make a personal call on the store in the next week or so.

Regards,

Robey

I'm really glad that they're doing well.

But when I message them, as I did, to say, "Look, the order's late, which isn't too much of a problem right now, but I really do need it for a tournament next weekend..." and am told I'll have it in time... then not told anything when in fact, they can't get it to me in time... that's a problem. Not so much with the lateness, but with the poor communication.

Wish I had seen this thread before placing my order, ( and making a thread similar)

I placed an order almost 2 weeks ago, contacted them and was offered either wait longer or get a refund. I've asked for a refund and no response from them at all.

Anyone have any suggestions on how to contact them besides there contact us system?

Try Facebook, they seem to respond faster.

Just left the following message on their Facebook group, since they stopped responding to my support tickets:

Any chance you guys can respond to the support ticket I left you last week? My order is a month late, and I have a tournament on Saturday that I need some of the models for. If you can get them to me tomorrow, no worries, but if not, I'm either going to have to drive to my nearest GW and buy them (about an hour's round trip plus parking and GW surcharge) or accept a penalty from the tournament organiser for changing my list. I notice I'm not the first person to experience problems with you guys:

http://www.consumeractiongroup.co.uk/forum/showthread.php?373585-Total-Wargamer-Problems.

Lying to me when I first queried the lateness of my order was unforgivable enough, but just refusing to answer because I start asking difficult questions (like "when will it actually arrive")? That's customer service right down there with Maelstrom Games at their shoddiest. :(

Ended up cancelling my order. Best they could offer in terms of delivering it was that they might be able to post it next week. Not good enough. Drove to my nearest FLGS, only getting 10% off but avoiding the stress of constantly emailing TW and being ignored or fobbed off. :(

Dark Sphere man, they're like anti-grav supersonic delivery boots with little wings on the side. If you're ever in a rush, I'd highly recommend them. I'm a good 800 miles from them too, still arrive within 2/3 days every time.

Yeah, I've used DS before, and the fact that I know they're quick and cheap only adds to my frustration with TW. If TW had been honest with me at *any time* during my communication with them, I could have cancelled my TW order a week ago and gone with DS instead.

I personally wouldn't order from gifts for geeks again. I placed a fair size order all of which were "instock" paid straight away, waited a week got nothing(it should have been next day), emailed them no reply 3-4 more emails posts on face book and messages through skype(they wouldnt accept my call) and they finnally send me an email saying some of the items were out of stock, which ones they wouldn't send me. Ended up sending me half my order(3 weeks late) with an apology note inside, saying the general some of the items were out of stock so heres half your order. another 2 weeks later the rest turns up sent via royal mail, rather than the courier i had paid for. I emailed them again to let them know everything had finnally arrived and that i was far from happy with the service, I believe that I was ignored as I never heard from them again.

I also had the same problem with Total Wargamer, their lack of communication is utter crap in my eyes, bad customer service really pisses me off to be honest. I did receive my order eventually though. When i was having the problems i used their support ticket and tried calling them.

I personally wont order from them again (even at 30% off) Id rather pay a bit more and get some decent customer service.

Im trying wayland games for the second time now and while i know there can also be delays with these (Although everything i ordered was listed in stock so could be interesting) Im happier waiting because i know if i need it ill get some decent customer service from them.

Another thing, just browsed dark sphere and realised they are cheaper than wayland games, and after only reading good things about them on here maybe they will be ordered from next

Another thing that could be a decision factor. (And I just found out today), Total Wargamer use couriers, EG DPD.

Which means a trek over to a nearby town to pick up the damn thing as opposed to wandering down to the post office.