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zapt wrote:
Registered just to add my dissatisfaction with Wayland here, as I found it when googling.

Would appear stock availability info on website is largely meaningless.
I've really never had any other problems such as those I've experienced so far with Wayland on many many other websites, not limited to my hobby.
They take a long time to answer queries, which for me is about as bad as it gets for sapping confidence, on top of the simple frustration of missing/delayed orders.


It's such a massive shame as I really like the presentation of the website, which is why I selected it for my latest order. But I'll not be using it again without evidence of significant improvements.


Thanks,

Sorry to be THAT guy, and really it gives me no pleasure in bashing anyone, and this really isn't about arguing about whether they are good or not, I can only reflect on my own experiences.

The fact remains I am still out of pocket, and without my order several weeks on, and I am the one chasing them. It's highly unsatisfactory as I'm sure anyone would agree.
I'm willing to accept I may have misinterpreted the stock indicators, and that they may have issues re-stocking, back ordering, or whatever. All I ask is that whilst you have my money you keep me informed.

I shall update with gushing praise once resolved, naturally.
Thanks,

If Waylands new game and range of minis is going to be anything like thier customer service, then its probably best avoided.

Hi 'zapt' - my name is Richard.D and I work as part of the Customer Service team here at Wayland Games.

Could you please send me a PM here on Dakka - including your order reference number, and I will investigate the delay with your order as soon as possible to ensure that the situation is resolved as soon as possible.

With regards to our stock indication system - if an item is physically in stock in our warehouse, a live stock level is shown just beneath the product image - for example '✔ Available (63 Ready to Ship!)'

Items which are listed as '✔ Available (Ships in 3-9 Working Days)' are not physically in stock, however these are items which are usually readily available from our suppliers at short notice, and will typically therefor be able to be shipped out to customers within a 3-9 working day period. Please note however that sometimes our suppliers are out of stock, and there may be a delay in us receiving the product from a supplier - we are currently working on a series of mailshots which should help with future orders, informing customers of any delays or stock issues with their orders - this system is currently in development, but should launch shortly.

Many Thanks,

Richard.D

Hi guys,

What could possibly the reason for delays at the Wayland Games? I've placed my first order ever so I'm quite inexperienced in these matters.rdprods Can I also PM you about this?

Thanks

Hi 'Valorus'

Absolutely - please feel free to either raise a support ticket via our Helpdesk, or send me a PM here on Dakka with your order reference number and I will investigate.

At present we are still awaiting our big Tau shipment which should complete a large number of customer orders - as soon as this delivery arrives, our warehouse team will ensure that orders are shipped out as soon as possible.

We have stock orders arriving every day, and we're always looking for alternate sources for any products which might be out of stock with our usual suppliers.

If you send me through your order reference number via PM, I'll investigate and get back to you as soon as possible in order to resolve the matter.

Many Thanks,

Richard.D

Untill recently they have just been slow, but now it is getting beyond a joke.

I placed an order for Flames of War on the 22nd of April, at the time I knew some things were out of stock, but I am now told I am waiting on an item advertised as in stock and ready to ship when I placed the order 3 weeks ago.

I enquired about the availability of an item before placing an order and was told couple of days. Now it is "unknown"

I ensured all my Dust Tactics items were in stock and ready to ship, now they are "expected today, tomorrow, today."

My Dust Tactics core set was supposedly shipped yesterday, but I received a tracking number that doesn't work and nothing (obviously) has been delivered.

£236 approx down, nothing to show for any of it.
No doubt getting a refund for this untracable parcel that was "sent" *cough* will prove fun too.

I have 3 orders from them from the past month. It took its time but 2 of the 3 have arrived. That 2 was ordered on the 2nd and 6th of april. The one ordered on the 2nd, had a paint out of stock, so i arranged to ship it without that (mailing them at ther customer service address). They shipped it on the 26th of april, and it arrived yesterday. the other one arrived sooner (don't remember). My third order was made on the 26th of april and is awaiting packing. They aren't the fastest, but it arrives. (a tervigon, which I ordered together in a big order with a friend of mine from his account arrived after half a year, being lost in the postal system, and a week after it was refunded. I think he ate some postman on its way here )

Hi 'hashrat'

If you could either send me through a PM here on DakkaDakka with your order reference numbers, I will investigate the delay with your Flames of War order, in an effort to resolve the issue as soon as possible.

With regard to the Dust Tactics Core set - if the order was processed after the Courier collection yesterday, the tracking link won't activate until the parcel is collected - so please continue to check the tracking link.

Again - if you let me know your order number, I'll look into it and will get back to you as soon as possible.

Richard.D


Automatically Appended Next Post:
Hi 'tigerstein'

I'm glad to hear that your orders are arriving - however if you'd like me to investigate the delay with the order made on the 26th, please send me through a PM here on Dakka and I'll look into the matter.

Regards,

Richard.D

Just posting my horrible experience with Wayland. I hate having to post for the first time about this store but the way they treated me was just in my opinion unacceptable.

I made one order to wayland games for a lot of Flames of war things and since i had a bulky item it costed me shipping which was fair enough. After 4 weeks however nothing was shipped yet and I called them as i wanted to order a riptide for a friend and since I was on the phone I inquired about it and then was told they would look into it. Since i had someone on the phone I asked them if i could order a riptide for a friend and if they could bundle it with the package i was shipping and he told me that was possible aslong as I added it to the notes. When I told him I would order it now and he could see the change and could make the changes he said that was ok. So when the order was placed he basically told me he saw it and would work on it right away.

The next day the package was shipped and i had paid double shipping. I called wayland to ask them why they made this mistake when they confirmed they would make this change immediatly long story short. They told me they were wrong in not wanring me or about their stupid policy of not refunding messed up mergings of order or shipping costs. Eventhough I told them that i was never warned of this or that this could happen.

When I escalted the wayland Customer rep just told me flat out that they are sorry but that I had to just accept they werent going to do anything about their mistake and i just had to accept they weren't going to do anything about it.

They also have so far never been able to commit to any order i asked for and most of the time the stuff takes longer than what they promise on the phone. I already told wayland I will never order with them and have been considering cancelling my last two orders as the 10 days ended nearly ended 10 days ago.

Wayland is sadly a miss and hit if they ship its perfectly fine but when you need them to look at the customer it becomes a mess with rules and policies with absolutely no personal touch and I will not trust wayland to resolve any issue in any comfortable way if it means thye have to admit to fumbling something., It is not a large amount of money but I want to be able to trust a company in doing what they said and not hide behind policies.

If you were never informed (make sure you didn't tick some box saying you agree to shipping terms or anything), then you need to follow up to get your money back.

I don't think I understand what happened.

They charged you twice for shipping rather than bundling it with your existing order as you asked? Did they actually ship all the FoW stuff including the original bulk item at the same time? But since then you've placed additional orders with them? And now you want to cancel those as well?

Hi Wijnand,

I am sorry to hear about the service you have received.

Merging order is a manual task so can never be guaranteed. That said, you should have been made aware of this when you first queried it.

Please can you PM me or reopen the HelpDesk Ticket so that I can investigate this and make it right?

Regards,

Marcus

I basically ordered an FOW Marketgarden box that cost shipping (14 pounds) and the order was a month already overdue so I called them to ask where it was. Since they said it would take 2 more weeks I basically asked them on the phone if i cold order the Riptide and then bundle it with the ordewr that would ship in 2 weeks. He told me he would do that immediatly if i ordered it online.

I ordered this immediatly through the website with the rep on the phone and told him the order no and he told me that he would merge them immediatly which did not happen.




Automatically Appended Next Post:
Hello Marcus,

I already posted a ticket and had an extensive phone calls about this and sadly the underline wayland had was that i just was unlucky.
I have to stress this never is about the money but I really need to be able to trust the company that they do what they tell me.
When I am told on the phone it is going to be sorted immediatly I don't want to hear when its screws up it was never a guarantee.

The ticket number is 11444

Hi,

Thank you for giving me the opportunity to make this right.

Given the sensitive nature of your order, I have reopened your ticket and contacted you this way.

I hope my response is to your satisfaction.

Once again, I apologise for the service you have received on this occasion and I hope that you will continue to use us in the future.

Kind Regards,

Marcus

The problem was resolved thank you

So with Maelstrom properly dead and buried how many here think that Waylands free shipping offers are going to become more and more infrequent? Last was in January if I remember correctly?

You do need to keep in mind that we've had a significant increase in postal charges (as they have in America too),

so it may not be just that a major competitor has gone

Hi Ulgurstasta,

We currently offer free shipping on both Privateer press items and the majority of Flames of War products.

When we next offer a more general free shipping promotion, we will announce it in our newsletter.

Kind regards,

Marcus

I live local to wayland so I get what I need myself without the shipping. Never had any problems but that's probably cos I ship it myself. But they're nice chaps and always seem eager to please, so no complaints from me

Thank you for your kind comments Flippa.

My only complaint about wayland is that they're postage charges to Northern Ireland aren't very fair.

For instance posting a single pot of paint on the mainland has the option for second class for £1.71, first for £1.92 + other options where posting to Northern Ireland only has the option for a Packet or a Courier. Even though Royal Mail only charges the same amount posting to Northern Ireland as it does to the mainland.

Hi Gilljoy,

Please can you raise a Helpdesk ticket on our website, with your order reference and we can then investigate the postage costs.

Kind Regards,

Marcus

 Marcus-Wayland wrote:
Hi Gilljoy,

Please can you raise a Helpdesk ticket on our website, with your order reference and we can then investigate the postage costs.

Kind Regards,

Marcus

I haven't placed any orders atm, its just if you choose any county in Northern Ireland you loose the ability to pick first or second class postage

It took waylaid games nearly a month to get my order delivers, and when it did turn up I was missing my berserkers. This was no small order, this was around £300 worth of chaos. Now I did not mined about the long delivery or the missing berserkers. As the price was so cheap , this would of been close to 400 quids worth if I brought from gw. They promptly refunded me for the berserkers as they where not in stock. And all was great.

A good company that helps you out. Plus they are super cheap.

I'm going to chuck this in there, as it's been a cause of frustration for me.

WG has a system set up called the Sons of Wayland. You link to their site without being spammy, or give an honest opinion on them, and they sort you out with a bit of money off your orders or whatever.

So I did this last year, come December time I submitted my discount request, and am still waiting for it to be taken care of now, nearly 6 months later.

I'm frustrated as I've done what was asked of me, yet Wayland seem content to sit on their hands and that's it.

I didn't get a response from them at all for what must have been about 3 months, and when I did start to get responses, all I was told was "we're reviewing it, keep an eye on our Facebook page for updates". This, despite having been given assurances that "the guy that handles the SoW scheme was now in the office and would take care of it immediately, thank you so much for your patience..." etc.

Mixed messages and rubbish service on an agreement between 2 parties and I'm honestly stunned that I'm still waiting now.

Is anyone else on the SoW scheme and getting similar lack of results, or is it just me?

Cheers

Hi 'kitch102'

As mentioned through our Helpdesk, we are working on a large-scale re-working of our website. Included in this work will is an overhaul of the various reward/promotion schemes which we run.

This is a lengthy process which will take some time, as we want to new site to be as user friendly as possible.

The new site will incorporate a lot more features than our current site - and as such, we don't have an exact timeframe to which we're working, as all of this development time is changeable - we continue to raise ideas and add features practically every day.

As soon as this work is completed, we will announce the changes via our Facebook page and Newsletter.

rdprods wrote:
Hi 'kitch102'

As mentioned through our Helpdesk, we are working on a large-scale re-working of our website. Included in this work will is an overhaul of the various reward/promotion schemes which we run.

This is a lengthy process which will take some time, as we want to new site to be as user friendly as possible.

The new site will incorporate a lot more features than our current site - and as such, we don't have an exact timeframe to which we're working, as all of this development time is changeable - we continue to raise ideas and add features practically every day.

As soon as this work is completed, we will announce the changes via our Facebook page and Newsletter.

Still working on the website, eh? That must have taken years by now and still gets trotted out each time theres a complaint.

I'm always ordering from wayland, never had any dramas

rdprods wrote:As soon as this work is completed, we will announce the changes via our Facebook page and Newsletter.

This is one of my main problems - I've taken time out to essentially work for Wayland, and you won't even give me the courtesy of a direct response. You expect me to keep an eye on your Facebook page and newsletters. What happens if or when I miss the relevant alert?

I'm inclined to look at the SoW scheme as a contractual arrangement in which I work for you in exchange for discount. I've done what was asked of me, and not been "paid". Surely you see why I'm more than annoyed at this? Would you ask one of your Customer Service / Packing Team members to go without his pay for 6 months while you review an internal tool or process?

As I've said, we're now at 6 months since I came to you guys on this. I didn't get a response to my support ticket for an entire 3 months. I've since been told 2 things from Wayland:

1) It will be taken care of as soon as the man that handles the Sons of Wayland scheme returned from a business trip in China (told by phone call to various staff members)
2) You're changing the website etc

In response to those points

1) He returned a long time ago now
2) The Sons of Wayland scheme was discount in exchange for links etc. What are you proposing to change it to that stops you from completing your end of "the deal" now, or at any point over the last 6 months?

Fenrir Kitsune wrote:

Still working on the website, eh? That must have taken years by now and still gets trotted out each time theres a complaint.

Pretty much exactly my point.

Hi Kitch,

Thank you for querying this with us.

We have reopened your Help Desk Ticket and shall respond to it shortly.

Kind Regards,

Marcus