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 azreal13 wrote:

 sing your life wrote:

 Riquende wrote:
Personally I rate Arcane as worse than TWG. Utterly amazing he's still in business.

Why so?

Because he's like TWG, but with worse comms.

Way back when Uncharted Seas was first released, I preordered a couple of ships from him as he was the only place I could find selling them. The release date for the game came and went, no ships. I got no word from Arcane, no responses. When I eventually did get a reply, which I recall being at least one month after release, I was told that they'd decided not to stock the range. To be fair, I did get a refund, but it still came across as poor service

Worse, though, was when they were running a competition for Rackham's new Cadwallon RPG rulebook, I think it was just a prize draw from orders placed. I'd ordered the book, and had again had loads of problems getting it sent to me, so as well as a refund I ended up 'winning' the competition and getting a free book (and a box of figures). Great for me, but anyone else hoping to win that competition was screwed over. I haven't ordered from them since due to the outright dishonesty involved.

On top of that, the FLGS owner we used to have in town knew the guy (Russ) personally, from various events and shows, and was never complimentary about him.

Decided to get I wanted from my LGS instead.

I've always gotten what I've ordered from Total Wargamer, albeit it has usually taken 1 to 2 weeks to arrive.

As a rule of thumb, I'm happy enough to order from them and take advantage of the lower prices if it's something I don't need in a hurry.

If it was something I needed ASAP I would look elsewhere based on my personal experience.

kb_lock wrote:

Bovrillor wrote:
Online banking is down atm but I assume the deed is done.

I salute your optimism

Indeed, it seems I was overly optimistic. No sign of a refund. I'll try one more email before I sic my CC company on them.

I got my refund back, took about 8 or so days from them agreeing to refund me to it being back in the bank. As soon as I received it I ordered a hydra/wyvern kit from element games (at lunch time) and received it the next day. Says alot when TWG couldn't get me 2 IG chimeras in over 3 months!

They did that same trick with me, unfortunately. CC company got it back in about 2 weeks

I don't know whether to be impressed or terrified that a year after my own problems with Totalwargamer, they haven't changed a single iota.

The fiasco continues.

TWG took my money on the 17th April

After countless emails I received a cancellation notice and promise of refund on the 3rd May

Another string of emails followed as my refund was not processed. I was assured that a technical fault was the cause and it would be rectified immediately.

Today - the 16th May, I received a duplicate of the original email - "your items are currently backordered blah blah blah"

Either they have severe internal communication issues or they're just playing me now.

I've given them 3 days to process the refund or I'll be taking it up with my bank.

haha I just got one of their newsletters today:


"New Warhammer 40,000 Rulebook available to pre-order at 30% discount.
Pick up the essential new rulebook for just £35."

sure....might turn up before 8th edition.

Just got part of my order after a month of waiting. I ordered a couple of Infinity bits plus an 'Honoured Imperium' scenery piece. The Infinity bits arrived today, but with a Wayland Games invoice?!? Plus no sign of the scenery. I've bought from TWG before and received what I ordered [albeit slowly and after having to chase] but this is the last time.

I've been communicating through Facebook messages, which Paul does reply to eventually, so will see what happens with my scenery.

I'd not heard that Wayland was doing TWG orders - sounds like TWG might have some serious troubles with their distributors if they have to buy stock from another retail outlet to supply their own orders (and very bad business for them as they likely make 0 profit and likely lose money on postage).

Otherwise I can't work out why you'd have a wayland games slip in your order. You're very sure you didn't cancel or place a separate order with Wayland ?

 Overread wrote:
I'd not heard that Wayland was doing TWG orders - sounds like TWG might have some serious troubles with their distributors if they have to buy stock from another retail outlet to supply their own orders (and very bad business for them as they likely make 0 profit and likely lose money on postage).

Otherwise I can't work out why you'd have a wayland games slip in your order. You're very sure you didn't cancel or place a separate order with Wayland ?

100% sure. I don't use Wayland Games. Like I said, I've used TWG before and have gotten all of my stuff eventually [and have even defended them on Dakka in the past], but having to use another discounter to fulfil part of the order is very worrying and means I won't be using them again. Plus they still owe me for the honoured imperium.

 Overread wrote:
I'd not heard that Wayland was doing TWG orders - sounds like TWG might have some serious troubles with their distributors if they have to buy stock from another retail outlet to supply their own orders (and very bad business for them as they likely make 0 profit and likely lose money on postage).

Otherwise I can't work out why you'd have a wayland games slip in your order. You're very sure you didn't cancel or place a separate order with Wayland ?

Hi Overread,

Jake From Wayland Games Here, I just want to point out that Wayland Games have absolutely no association with Total Wargamer at all.

Regards
Jake @ Wayland

I found this thread via Google and would just like to add Total Wargamrs phone still doesn't work and is just an answering machine that tells you to email them. I wish I'd googled them before I decided to buy off them.

 Jake-Wayland wrote:
Jake From Wayland Games Here, I just want to point out that Wayland Games have absolutely no association with Total Wargamer at all.

But presumably they could have bought stock off you as a customer, if they were having troubles getting stuff in from suppliers?





Automatically Appended Next Post:

TootToot wrote:
Total Wargamrs phone still doesn't work and is just an answering machine that tells you to email them.

Which probably leads to an inbox with an autoresponse... "please note we have too high a volume of email to deal with, please phone us"...

I actually haven't now placed an order with them since the start of 2013, so I don't feel like my defence of them (as in, I've never had any problems, not that I think they're particularly awesome) can be considered valid any longer.

 Riquende wrote:

 Jake-Wayland wrote:
Jake From Wayland Games Here, I just want to point out that Wayland Games have absolutely no association with Total Wargamer at all.

But presumably they could have bought stock off you as a customer, if they were having troubles getting stuff in from suppliers?

Of course, but its a bad sign. For a start shops run by buying stock cheap and then selling it on to the customer for a higher price, the difference between the two being what pays the way for the shop. If they are buying direct from another retailer chances are that they are then making almost nothing and could even be taking a loss for each transaction - remember they've got to pay postage themselves even if they make a big enough order to not pay postage for a Wayland order; plus they've got to pay staff to unpack, repack and post on the parcels to their own customers.

It also suggests that they are having trouble sourcing items direct from their distributors, which is a worrying thing for any shop; especially one in a niche market where there are only a handful of distribution networks and for some miniature lines only one.

It could be a one-off but if it were I'd have expected them to at least change the receipt over, its bad form and missleading to the customer to send out a receipt like that; plus considering that hte customers contract for purchase is with TW and not Wayland it might even be illegal to supply such a receipt (although I'm not sure on the legalities there).

 Overread wrote:
I'd not heard that Wayland was doing TWG orders - sounds like TWG might have some serious troubles with their distributors if they have to buy stock from another retail outlet to supply their own orders (and very bad business for them as they likely make 0 profit and likely lose money on postage).

Otherwise I can't work out why you'd have a wayland games slip in your order. You're very sure you didn't cancel or place a separate order with Wayland ?

What would have happened is the owner, unable to fulfill the order has ordered from Wayland direct to the customer address....

Was about a year ago I ordered (the one and only time) and after a month of getting no where the TWG ordered my figures from GW direct to my address... So they lost money......

I needed the figures for a tournament in that instance, my fault maybe for not checking their rep but when a site says '10 working days' you assume that is the norm...

....

Crazyyyyyyy

 Riquende wrote:

Which probably leads to an inbox with an autoresponse... "please note we have too high a volume of email to deal with, please phone us"...

I actually haven't now placed an order with them since the start of 2013, so I don't feel like my defence of them (as in, I've never had any problems, not that I think they're particularly awesome) can be considered valid any longer.

They told me they were experiencing a high volume of orders and If I didn't want to wait to let them know. I replied I'd wait then googled them to find this thread, told them I want a refund now and waiting for a responce. I tried to do it in a new ticket but I can't actually make one, which is why I rang to ask them to check my ticket. I'm a mug for not doing research before I bought from them. If they don't reply to my refund request I guess I'll go the bank Wednesday and see if I can get them to reverse the charge.

Well, they ignored my ultimatum - surprise surprise.

I called Santander today and they were very helpful. As it turns out, this chap's advice was spot-on.

 Compel wrote:
If it takes longer than 7 days from your first email to have the refund actually in your account, I really would recommend going straight to your bank.

Since TWG have essentially disconnected their phone, they are basically assumed to be at fault by default.

Bank is sending me a letter. I just have to sign it and optionally include printouts of any evidence (emails, forum threads) I have. When they receive it, the bank will refund me the money from their own pocket and settle the matter with TWG themselves.

Between the info on this thread and the laughable email support, TWG don't have a leg to stand on.

edit: I should point out, I used a DEBIT card. They are protected in the same way Credit Cards are, as long as they have a VISA logo.

Personally, never had a problem with TWG. Order made, item received. Job done. Feels like TWG are struggling a bit of late from what I have read on here.

TootToot wrote:


They told me they were experiencing a high volume of orders and If I didn't want to wait to let them know. I replied I'd wait then googled them to find this thread, told them I want a refund now and waiting for a responce. I tried to do it in a new ticket but I can't actually make one, which is why I rang to ask them to check my ticket. I'm a mug for not doing research before I bought from them. If they don't reply to my refund request I guess I'll go the bank Wednesday and see if I can get them to reverse the charge.

That's their stock/template email - you could email them about the weather and you'd still get that response.

From the one occasion I actually got a hand-written response, I was told that their tickets & responses are sorted by the original ticket date so the responses get buried at the bottom of their list. I found the solution to this was to spam all three of their email addresses with CC'd messages with a new subject heading instead of just replying to tickets. Admittedly they responded with more BS & lies, but it did *get* a response.

I've had a chat with their landlord, other businesses on the trading estate and some Evesham locals who wish not to be named. All these discussions sounded a lot like the ones I had with Maelstrom's associates before they turned into a financial black hole.

They responded to my refund request yesterday and I got my money back in my account today. That was a lot less hassle than I expected.

Be Warned ...... TW are offering the new 40k Objective cards and Psychic cards at 30% off the RRP since they will only have 2 sets of objective cards and 4 sets of psychic cards available on day of release ( and will be unable to get anymore till mid September) order these at you own peril

GW have stopped trading with them

revalationpainting wrote:
GW have stopped trading with them

and you know this how?

I'm assuming he is getting his information from this facebook page/post:
https://www.facebook.com/TotalWargamerComplaints/posts/708015782570682?fref=nf

If that is indeed true then TW is in trouble, I don't know if GW sell to any distribution networks (my gut feeling is that they only sell direct); but even if they do that would mean TW would be unable to keep their 30% cut as chances are trading with a middleman party would result in increased purchase costs for them.

That said considering the earlier comments regarding their workplace and relations there it sounds like TW is crashing, burning and about to die.

TW are currently the only company I won't order from.

I believe they overstretch themselves, and should stick to being a FLGS (which I hear they are good at) and realise they do not have the staff to be the massive online presence they are trying to be.

I've placed two orders with them, neither arrived and both were a (2 month, and 6 month) long nightmare of non-respondance to eventually get refunded.
At one point they had over £150 of my money for 6 months...!

I believe their main problem is a slow re-stock (because GW don't give any priority to 3rd party re-stocking) and an overly accepting order system where they will accept any order despite their lack of stock, combined with not having enough staff to handle online correspondence. It just creates a bad situation.

I kept getting promises, that kept being broken. I even offered to break my order down into smaller orders in the hopes that it would get completed but promises were made, and broken, repeatedly.

If you were going to order from TW, I'd advise making it a small order they can process with limited stock.
It's a shame as their Game Store looks fun and friendly, but their online ordering process just seems to be harming their reputation.

Yeah, that's a funny thing. Technically speaking, Total Wargamer would be my 'LGS' except... due to their terribleness with their webstore, I pretty much will not even consider travelling there.

.. I would love to hear what happened to TW, directly from the owner.

Despite everything that has happened on the few occasions I met him he seemed like such a nice guy, a genuine hobbyist and really driven to make a good gaming store.

But last time I was in the store it seemed like not a single new product on the shelf since I had last visited months before. It used to be a real Alladin's cave as well. It does not bode well..