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Thanks Baron, we are looking at the issue at the moment, but the issue is, that the stock level display on the category pages will increase the load on the server considerably so we are look at ways to offset the performance hit. We recently increased the number of products shown on each page as customers requested it. So its a balancing act.

had a few issues before the live stock levels. placed an order after the change.

Order was made 2am Saturday morning, packed and dispatched 10am same day.

great service for this order. will be testing again with some slightly larger orders

Placed an order on the 5th November.
15th November I was emailed stating it had been despatched.
23rd November I received the package.

I did leave instructions to "send when complete", and one part had to be ordered in, so that accounts for the 10 days between order placement and despatch.

I dont really understand the options when ordering i just leave it on the default, i did try some of the others on orders doesnt seem to make much difference what i chose lol, and what is the point of the poll? that should come after an order is complete really.

I think though I have the patience now to see how Waylands system develops, their prices are good, range is excellent, and when they do free shipping i like to check to see if there is anything i want as then i can do smaller orders which still save me money.

I will be happy to do a larger order again like i did with my necrons and chaos and ogre kingdoms when i feel confident enough that things are running better, i dont mind waiting a couple of weeks. I think Wayland has the real possibility of becoming the UKs premium goto supplier if they get it right. Like the USA has the war-store we can have Wayland, but i think they have a way to go yet.
Good luck to them.

I generally have had no issues with them, and delays when special offers are common, but as a retailer myself, its just not practical to bring in extra staff if you go insanely busy for a brief period, you just get on and grind through it. Usually burning as many hours as the day sends.

I think I have four orders processing at the moment, no real rush as long as I get them all in before Christmas. All I'm hoping is they get enough stock to cover the Heroclix Batman I ordered, that stuff can sell out fast, all the way back to the supplier.

Streets of Gotham is almost upon us as well.

I can only go by my own interaction with Wayland and it wasn't good .ordered the Pike & Shotte King & Country starter box from Wayland and expected it to be sent out within a few days and arrive within a week or two ,which really shouldnt be a big deal since i live in N,Ireland and both Warlord & Wayland are based in the uk .three weeks went past and i still had no word on my order being sent out or email relating to stock levels or any delays they may have been having at the time .in the end up and after three and a half weeks of wasting my time i got my money back and ordered it from an ebay seller ,i got it delivered to my house in 3 days in mint condition plus the ebay seller was very good and informed me as soon as K&C had been sent out.

Now if an ebay seller can do that why cant Wayland Games ? iv seen a few posts as i scanned this tread talking about Wayland listing items which aren't currently in stock .and id have to say that is most likely what happened with my order ,what makes me angry is they never even told me "sorry that item is out of stock but we hope to save it in very soon" no nothing at all .I dont have a problem with Wayland but im also a lot less likely to order from them again and i think that's the problem here .if id have gotten an email explaining what was happening with my order id prob have still got my money back and chalked it up to bad luck .but after receiving zero back from them and wasting over three weeks of my time,i gotta say that cant be a good way to run any shop .im sure people have ordered hundreds of items from Wayland and never had an issue with their service and that`s great .but i do think anybody who has had a problem will most likely not purchase from them again and that can have a knock on effect .

In saying that i also think gamers can suffer from the i want that and i want it now syndrome .
Oh btw Pike & Shotte had been out a while it wasn't a preorder or anything just so you know .

Palindrome wrote:

 filbert wrote:
all of the time but you shouldn't let a couple of anecdotal bad experiences colour your perception of a store. Some people have had delays; the vast majority of customers are happy with the service they get.

By the same token you shouldn't let a couple of anecdotal stories of good experience colour your perception. Are the vast majority happy, its extremely hard to tell given the paucity of evidence. I suspect the vast majority of people are fairly indifferent.

I don't love them, but they're fine to use. If they were universally gakky, they'd be out of business, right?

I hate them - awful customer service and not as cheap as dark sphere.

#1.Dark Sphere. #2. Triple Helix #3. Rocket Hobbies

Use them before Wayland

I've ordered a couple times from Wayland and had pretty favorable experiences.

Ok im now getting worried, over 25 days since i placed the order

I put a ticket in on thursday last week, which got a reply that day (very good) they told me that my order was waiting on a shipment that had now turned up, and that my order would be sent in the next day or two.

Now its six days later and still nothing, when i check on the net the items i have ordered are now back out of stock again (im ordering new items -chaos marines etc - not obscure stuff) My problem is when they answered the ticket i thought all was well, i gave my girlfriend a list of stuff to order for christmas for me. Now i have two large orders with them both showing as pending.

I will send another ticket in tomorrow, after that i guess its time to get the satnav out and go down for some face to face answers.

ClaretStevo wrote:
Ok im now getting worried, over 25 days since i placed the order

I put a ticket in on thursday last week, which got a reply that day (very good) they told me that my order was waiting on a shipment that had now turned up, and that my order would be sent in the next day or two.

Now its six days later and still nothing, when i check on the net the items i have ordered are now back out of stock again (im ordering new items -chaos marines etc - not obscure stuff) My problem is when they answered the ticket i thought all was well, i gave my girlfriend a list of stuff to order for christmas for me. Now i have two large orders with them both showing as pending.

I will send another ticket in tomorrow, after that i guess its time to get the satnav out and go down for some face to face answers.

Pending on our store means the order is on the store but payment hasn't been received or hasn't cleared. So when you say pending did you mean "Processing"?

PM me your order number and I will have a look for you.


Automatically Appended Next Post:
For Yannis (The Strtanger)

agree with you totally.

One of the issues we have found is that in many cases should we email etc customers for alternates for oos of problem items then in many cases they don't reply.

I will give a specific example.

Dark Vengeance Ltd edition, we were told in writing by GW that we would get 115 per week, and they should have enough for 6 weeks.
They sold us 2 weeks worth and then said no more only when we tried to order more, they didnt inform us when they knew.



We had already halted taking orders way before our expected numbers were reached but were still left with a massive headache. I called a meeting and came up with a solution to engage with customers that would not receive their DV Ltd editions. We sent out a mail with options as to what the customers wanted us to do with various options.

Only 50% of the customers responded. I had 2 staff members working full time on calling and emailing customers directly all over Europe trying to close the gap on the other 50%, but there was still a large number that simply didn't respond. We can offer the best most responsive customer service in the market ( i genuinely think that) but there are still limits. As the service has to be a "best fit" to serve the greatest number. Trying to contact every customer with any problem order would currently tie us up in knots.

Moving forwards at the weekend we enabled a process that disabled ltd release items when our weekly anticipated stock had sold, preventing over selling. They then get re-enabled when our next weeks stock is confirmed.

We look all the time at processes or technical changes that mean we get closer to offering perfection but we will never be perfect. For some customers we make a change and all is good, to others the exact same change is a terrible thing and we should undo it. We try to strike a balance, but we do and can get it wrong, but the intention is always to try and do right.

We are always open to suggestions to make things easier, better faster though.

Im posting this here so it can be in the right thread

 The Stranger wrote:

rich1231 wrote:


Yannis

Your dispatch email should have had a pdf attached. Can you please look for it please as we want to make sure that the emails get to where they are supposed to be and are as informative as possible. I can see it left our systems. Which detailed exactly what had been out of stock rather than having you have to raise a ticket, which is frustrating for you and also uses up resources of ours better used elsewhere. We have 14,000 odd lines we list. Since our stock check at the beginning of October we have found 58 discrepancies or miscounts (that's accurate as i see the data as its updated). I am certain there are more but we are human and really do spend an awful lot of effort trying to make sure that the stock levels and due dates are as accurate as possible. However this isnt the issue with your order.

I have investigated your order though, and the issue is actually my fault. I saw your post about your order and thought I'd make sure I put it into a priority queue. It turns out that the queue I thought was priority in fact isn't and meant "payment waiting to clear". I can't blame my staff or stock levels, this is me simply not realizing that the queue meanings were different to what I had understood. Whilst it was in that queue, another order was allocated the stock. I know isn't a consolation for you but it was my error that caused your frustration. I have had the queues renamed now to text rather than numbers so that it doesn't happen again.

Again sincere apologies for my mistake.

Hi Rich
I must admit that I missed completely the pdf thing. That happened cause I first got the dispatch emai on my phone, then visited my order status on your page, saw that it was completed and I relaxed. After I got the Paypal refund notice I opened my email again but never occured to me to check the invoice cause I thought that it would say the same as the online order form. So in all honesty I admit that the information I needed (which item is missing) was provided by you and I missed to see it.
BUT.. this doesnt change the most vital subject.

Why nobody notified me thus giving me the chance to order something else? I mean if I was a shop I would like to give some options and hopefully get the original sum if not more.

I really appreciate that you intended to give priority to my order, even if this didnt finally happened. What matters is the good intention. I didnt mind waiting 2 days for the order to clear. What I mind is that I had to order the item I wanted through ebay, thus costing me extra shipping and offcourse double going into the post office cause lately they dont deliver medium to big parcels if they are not signed for (has to do with cutting down expenses). As I said per unit the ebay seller offers cheaper shipping, but cannot do that for bulk and thats where you enter. Messaging me before the refund would result in ordering a box of infantry or another box of mercenaries, I was saving for later buys and returning soon for the mounted men at arms. Which I think would be better for you. Aint I right?

Have responded above

rich1231 wrote:
Have responded above

I guess that an automated message with 3 options a) refund b) keep the order open c) replace item, would solve this problem, plus to be sure that the order status is updated according the invoices.
Rich I understand the logistics problems and yes things can go wrong, but right now though what you say have some reason the automatic translation in my brain says ''dont order anything that is under 3 in in stock quantity''.
As I said before all these escapist hobbies including wargamming, are meant to give you good time, not troubles. Its like ''I had a terrible day at work, my girl is busting my balls and my country is a failed state, but at least I got those nice models to paint while I still can'', and then... you get the picture

Thanks Yannis

I cant help with the Greek economy nor your girlfriend. But will have a look at implementing something on the other thing.

rich1231 wrote:

ClaretStevo wrote:
Ok im now getting worried, over 25 days since i placed the order

I put a ticket in on thursday last week, which got a reply that day (very good) they told me that my order was waiting on a shipment that had now turned up, and that my order would be sent in the next day or two.

Now its six days later and still nothing, when i check on the net the items i have ordered are now back out of stock again (im ordering new items -chaos marines etc - not obscure stuff) My problem is when they answered the ticket i thought all was well, i gave my girlfriend a list of stuff to order for christmas for me. Now i have two large orders with them both showing as pending.

I will send another ticket in tomorrow, after that i guess its time to get the satnav out and go down for some face to face answers.

Pending on our store means the order is on the store but payment hasn't been received or hasn't cleared. So when you say pending did you mean "Processing"?

PM me your order number and I will have a look for you.

Thanks a lot i will send you a pm in a moment.

Yes i ment processing, just checked and its 23 days since i made the order not 25 but everything else is correct.

Cheers again

Steve

I placed an order with Wayland and I think the green button was a bit optimistic about when they would get the stock so it was about 21 days totall iirc. They did respond very quickly when I queried the delay.

The second order was showing stock and I got it within 72 hours, it would have been 48hours but I had to delay delivery to make sure someone was home to receive it.

I think they have good prices and good customer services - certainly on a par with most good on-line retailers.

To be honest I think some people are being a bit too demanding.

They want bargain basement prices, free P&P, special offers, loyalty vouchers, they seem to expect first class delivery by F1 racing car and the package delivered by the owner in person with a complimentary 18 carat gold bonus item.

If you want cheap, prices you can't expect the company to employ gazillions of minions hanging around waiting to leap athletically on the order the moment your e-mail arrives and all working for free.

You don't get Rolls-Royce service at Aldi prices - sad but true imho.

Vorlon25 wrote:
I placed an order with Wayland and I think the green button was a bit optimistic about when they would get the stock so it was about 21 days totall iirc. They did respond very quickly when I queried the delay.

The second order was showing stock and I got it within 72 hours, it would have been 48hours but I had to delay delivery to make sure someone was home to receive it.

I think they have good prices and good customer services - certainly on a par with most good on-line retailers.

To be honest I think some people are being a bit too demanding.

They want bargain basement prices, free P&P, special offers, loyalty vouchers, they seem to expect first class delivery by F1 racing car and the package delivered by the owner in person with a complimentary 18 carat gold bonus item.

If you want cheap, prices you can't expect the company to employ gazillions of minions hanging around waiting to leap athletically on the order the moment your e-mail arrives and all working for free.

You don't get Rolls-Royce service at Aldi prices - sad but true imho.

Well I don't think you are right. First of all the prices are good but not extraordinary cheap and the discounts I'm sure that they are based on big sales/but smaller profit margin per piece rule. Can't see any favors here. And I'm talking for all big e shops not just WG. Cheaper doesn't mean lesser quality. For example I order constantly books from bookdepository.com they never failed to be absolutely perfect and on time. Not one mistake. Also I use kenbromley for artist supplies that I can't get here. Again great constant service.
To be frank the only time I had any problem was off course with our MG soap opera and this current order with WG. Those are the only times in 10 years of e shopping. Maybe I was too lucky I don't know

There is a massive difference between difference industries though. To compare one where the suppliers have absolutely superb logistics and universal product information to one where not one supplier does it in any sophisticated way is a bit unfair.

I've had a few orders from Wayland. The site is nice, the range is good and there's lots to choose from, but I've found it takes anywhere from a week to a month to get what I've ordered.

I've found that Gifts for Geeks are faster and have just as competitive pricing.

Second order (but third delivery because I ordered out of stock items. Willingly though) complete and in a timely manner. 3 from 3 to the other side of the world, with only 1 minor bit of confusion on my part which was quickly cleared up. Very pleased

I don't know where to post this, so I thought this thread would be good.

Rich1231, I was adding things to cart to see how much could cost me a Hordes army, and I noticed there is free shipping on it, but I don't see any announcement regarding it. Is it just PP, or limited in time (holiday maybe), or anything else ?

rich1231 wrote:
There is a massive difference between difference industries though. To compare one where the suppliers have absolutely superb logistics and universal product information to one where not one supplier does it in any sophisticated way is a bit unfair.

I'm curious - which industry are you referring to in the latter part of the post, and could you elaborate a little on what you mean by sophisticated in that context?

I made 2 orders. First one - the new 40k starter I got after a month. So I tought - EE item, must be their problem. Will give a Wayland second chance. Do so - new order, made on 31.10., so far I know they shiped it on 29.11. Didn't get it yet. Don't think I will place 3rd order soon ...

 Dysartes wrote:

rich1231 wrote:
There is a massive difference between difference industries though. To compare one where the suppliers have absolutely superb logistics and universal product information to one where not one supplier does it in any sophisticated way is a bit unfair.

I'm curious - which industry are you referring to in the latter part of the post, and could you elaborate a little on what you mean by sophisticated in that context?

From personal experience -

Telecoms Distribution: amazing logistics
Fishing Distribution: the opposite

It's the same here. I imagine the reason for this is that there's a higher demand for telecoms, hell - all electronic goods, than there is for fishing equipment and wargames models. Higher demand equals higher resources equals more sophisticated systems.

Carrying on with personal experience, my definition of sophisticated systems:

Telecoms Distribution: massive teams of procurement staff, working an average of 10 hours per day, 5 days a week, with multi level stock management systems that allow you to monitor stock levels to the n'th degree, along with "click this button to find alternate suppliers of same product if normal supplier is out of stock" functions. These procurement teams all liaise directly with the sales teams of the even bigger manufacturers, each of whom are eager for the disti / reseller to sell their product, and provide them with the ability to purchase whatever items they need, whenever they need them, usually on next day delivery by courier, that is scheduled to arrive by a set time, to an agreed hour / minute.

Fishing industry: everything web based, with many companies operating with small numbers of staff and low tech resource. Often just a few people in the manufacturers company that can fully discuss the product features and benefits. Frequently find that even the suppliers rarely know the exact quantities of what they have in stock, or when they will receive more. I've placed orders with suppliers only to find that they don't have stock of any number of items simply by them not arriving. It's only recently that these suppliers have included a list of items out of stock.

So the difference between the two, and definition of sophisticated, to me, boils down to industry size -> product demand -> available resource (staff numbers / in house systems) -> suppliers ability / willingness to make their retailers job easy by letting them know what the retailer can get hold of to sell.

I know it's a pain, sadly GW seems to operate in a similar vein to the fishing industry, which makes it hard for their retailers to keep "us lot" at bay! Said it before, and I'll say it again, I think Wayland do the best they can in this regard.

Never had an issue getting things here to Australia. From my experience, fast delivery and decent prices.

When things have been out of stock, very fast refund, would buy the majority of my hobby items from them.

I ordered a load of stuff from Wayland a month ago.
The order was all green-light stock, from Micra Arts, Scobor and GW.
After 2 weeks (longer than the 3-9 days), I chased, and got told the delivery of the Infinity items were what was holding up the order.
Last week, it was GW and Micro Art. Yesterday, the GW items were showing an ETA of -2 days....
So, after a month, it's time to get them to ship what they have in stock, and drop the rest.
I'll see how that goes later on.

Just want to post here that my order turned up safe and well packed.

Their customer service is second to none.

I will buy from them again.

After 41 days got my order and two items were mising

The problem is that I ordered one AT-43 goliath and didnt get it, despite that when I was ordering it had more tha 10 of them available.

Again no contact was made to explane how come that happened and they lost me as customer for sure.

Order some FOW stuff a year or two ago. All of it was shown in stock and could be sent straight out, so I chose those items and paid up. Waited a month - nothing arrived, so I contacted Wayland and asked about the order. Was told that they had to order it as none of the items were in stock at that time.

When I pointed out that I had specifically ordered items that were shown in stock at the time of my order, got a slightly arsey reply in return. Couple of days later, order arrived.

I have no intention of ever using them again. I always laugh whenever I see a statement from the company about how its all "customer first, you are the most important people to us" and how my experience was with them. Load of old flannel!