Forum adverts like this one are shown to any user who is not logged in. Join us by filling out a tiny 3 field form and you will get your own, free, dakka user account which gives a good range of benefits to you: No adverts like this in the forums anymore. Times and dates in your local timezone. Full tracking of what you have read so you can skip to your first unread post, easily see what has changed since you last logged in, and easily see what is new at a glance. Email notifications for threads you want to watch closely. Being a part of the oldest wargaming community on the net. If you are already a member then feel free to login now.

Hello,

This is absolutely not a thread that i have created to have a go at this company which i have never read a bad report about.

I placed an order on Thursday night (13/12/2012).
When i went to check the status of my order on Saturday i noticed a part of my order was listed as currently unavailable,
So i went to the customer service part of their website and it operates with a ticket system, i wrote my query etc and submitted.
Its now Tuesday night, my order is still in the processing stage, and the ticket i submitted has not been responded too.
I have also rang the number provided 14 times in the past 2 days.

I might just be being a bit of a worrier or whatever but after spending a significant amount on this website in my opinion their customer service has been pretty much non existent.

I'm not having a go at them because I'm hoping there's a perfectly reasonable explanation for this?

I'm wondering if anyone else has had a similar experience with them?

Thanks for any help in advance.

I have usually recieved a reply back, although sometimes it takes a few days. Apparently thetly have been very busy since the demise of maelstrom games and have had to put everyone in despatch/packing. I've had the same problem at times, but it always gets sorted. ( I can try and find the email responce to a similar problem explaining it if you like)

Hope this helps

Thats fine as long as i have an idea where i stand. It would have been nice to get a reply but this has pretty much solved it,

Thanks again

Id suggest contacting them via their facebook page, I usually get a response within a couple of hours there...

Sent a message to their facebook page last night, hoping to get a response today from somewhere

Ive rang 3 times today and still got no replies on facebook or through their website. Getting pretty gak now to be honest

I placed an order with them for the first time on Sunday night, fully expecting to not get my stuff until after Christmas (they advised the 10th as last guaranteed day) only for it to turn up on Tuesday.

Must be nice, haha.

They got back to me anyway, were very apologetic ad the problem has now been resolved

They are just slow. I also placed a ticket with them about two/three weeks ago asking them to combine shipping on my orders. I couple of day later got my email saying the ticket was added to the system and was now waiting for a reply. Weird I know. They finally replied to my ticket today but the previous order had already been shipped so made the ticket redundant.

They're pretty communicative on facebook. I had a big order with them that took a while, but I had no reason to believe there was laziness involved or anything.

With Dark Sphere posting again though, I'll be going to them when I start an Orc and Goblin army in the new year.

I've had only bad experiences concerning delivery and stock with total wargamer if I'm honest, their order processing seems to takes weeks (3 weeks for each order in my case) and these are £100 plus orders, they did reply pretty fast to the posts placed on the order page, although all they said was that they were moving to a bigger site, or that their warehouse was moving, or that they were really busy. Once in my opinion is ok, but all three orders took over a month to turn from 'processing' to 'dispatched'. Don't mean to scaremonger because I might a one off case! But I would recommend wargamestore as the place to order, every order I've made has been dispatched same day or next morning, delivery is always fast, and in the shop the till is there computer so always have the emails open, and are very friendly staff (I went there because I was that impressed with them) they have a phone which is next to their computer as well so 9 times out of 10 answer the phone first time (unless the worker is playing a game against a customer)

Just realised this is more a review than help, sorry

Hi,

i ordered a large amount of GW products from Total Wargamer on 4th November, payment was taken straight away and its now 22nd December and no delivery!!!

i have rang them and they do not pick up, I have emailed them 6 times, I have had two replies which were excuses, so I have asked for a refund, not received it yet.

Their web site seems to be suspended, it could be down to them trying to sort their back log of orders OR it could be that Trading Standards have got involved and had it suspended.

Its a shame as I admire what they are trying to do, but I think they have fallen into the over trading trap and have let everyone down.

I'll keep you posted if I get my money back.

Have you attempted recovery of the funds? I presume you paid by Paypal or Credit/Debit card?

Moral of the story - don't leave it so long.

Must admit that they are VERY slow. Still waiting on a refund on something ordered 3 months ago now.

I made an order on the 11 or 12th december, i recieved yesterday, i wasn't exspecting it until after christmas. i was quite pleased with that

Crimson Kaos wrote:
Hi,

i ordered a large amount of GW products from Total Wargamer on 4th November, payment was taken straight away and its now 22nd December and no delivery!!!

i have rang them and they do not pick up, I have emailed them 6 times, I have had two replies which were excuses, so I have asked for a refund, not received it yet.

Their web site seems to be suspended, it could be down to them trying to sort their back log of orders OR it could be that Trading Standards have got involved and had it suspended.

Its a shame as I admire what they are trying to do, but I think they have fallen into the over trading trap and have let everyone down.

I'll keep you posted if I get my money back.

Hi. Did you ever get your money back?

I order from them 4 months ago and I've received less than half my order. And I can't get in contact with them.

If anyone has any ideas it would be much appreciated. This is getting ridiculous.

They normally reply pretty quickly on their facebook account so try that way it may do the trick

 Bacms wrote:
They normally reply pretty quickly on their facebook account so try that way it may do the trick

Thanks!

I havent ordered anything from them for about six months (not to do with them, Im just broke) and I can honestly say that of around twenty orders, one was on time.

My biggest gripe was receiving a parcel, with highlighted items saying *to follow*, they always arrived but it tended to be however long I have waited... again.

I found that my order status only changed when I would call them, one time I suspect my ststus was changed when I was on the phone,

Me "It says my order is still being processed
...
Them "It says here that your order is being delivered."
Me "Oh, I see. I just needed to press the refresh key."
Them "uh... yeah... sorry."

However in EVERY instance of lateness (I wouldnt let it get past 4 week, 5 when i had a busy week) my postage was always refunded, and I never received any "attitude".

In all honesty I wouldnt completely write them off, I think the 15% off GW products gets them a lot of trade (you know, great minds think alike) I think some thing slip through the net with all the orders they get.

To sum up... I think Total Wargamer are good people, very human, but good people.

thats my tuppence.

Yeah like i said, i didn't want to start this just to give them grief i was just asking a general question. On the subject of my order: i have received part of it, the dispatch note said other half to follow which i wasn't bothered with, i was told the other part would be here on Friday. So i waited around home all day waiting for it, not to come, same again on Saturday. Its getting pretty hard not to get annoyed now as i was told that it should have been with me Friday. I'm expecting it coming Monday and have sent them a ticket asking for confirmation that the 2nd half of my order has defenatley been posted. I think i was pretty snotty in my last message to them but in my opinion their customer service is absolute gak.