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New game mat release! Our recent Imperial Palace release brings the battles behind the walls and into the courtyards and the streets of mighty cities. Lead your troops into the Horus Heresy glory, smash some faces the Stormcast way or rally your army for any other pillaging mission on this great battlemat. Check the new design at www.deepcutstudio.com – home of battlefields.

https://www.deepcutstudio.com
https://www.facebook.com/deepcutstudio

New game mat release! When grass is too lush and sand is too dirty, out steps a new design with just the right mix of both. Iberian Plains game mat is available in all common sizes, can be customized with hexes or grids or tuned to match your specific battlefield projects. Check it out at www.deepcutstudio.com - home of battlefields.

https://www.deepcutstudio.com
https://www.facebook.com/deepcutstudio

What you buy:


What you get:


Seller thinks the color difference is okay and takes his time to solve the issue and starts by haggling a refund...

That's super scummy. I must have a dozen Deep Cut mats by now and they're all good, but I'm never going to risk buying another if their customer support is worthless in case of a misprint.

Colour difference is not ok at all, the site picture has yellow but you got a misprint, almost like no yellow ink was printed...

Yeah that's very poor. :(

In the end misprinted mat fully refunded, sorry for being slow with replies during weekends, and while at it:

New game mat release! Row your longboats to glory on this fine new Icy Waters battlemat. Longboats too humble for your gang? Bring those galleons full of canons then! The design is compatible with heroic scale games as well as smaller scale historical settings. Check this great playmat at www.deepcutstudio.com - home of battlefields.

https://www.deepcutstudio.com
https://www.facebook.com/deepcutstudio

 DeepCutStudio wrote:
In the end misprinted mat fully refunded

That's not what the buyer says

How did that get through quality control?

@Deepcut Please do not lie. I sent an email telling you that I will be shipping the whole order back not just the faulty mat because I am unsatisfied of how I was treated and how long it took to just get a refund for a faulty product.

I have only received a partial refund for the faulty mat and it was from Paypal because I initially disputed the amount for the faulty mat (value 139.99 Euro) out of the total value of the order (value 201.7 Euro). I have sent back the order and I am missing 61.71 Euro and all of the mats (1 double sided mat 60x44 and 2x 20x33 mats) have been returned within the 14 day return window policy (no questions asked) that is part of the European Consumer Protection Law.

Currently it has been a month since the beginning of this issue which could have been resolved several times by now within a day. I do not like wasting my money just so I get stressed and waste more of my time and would also want others to not go through what I have gone through. Like I mentioned in my last mail, I want the refund by the end of the week. You have not responded to it in 3 days now.

I have attached proof of my conversations with you and I will provide any transparency needed to prove that I have not omitted anything for my benefit.

Edit: Forgot to add, you did not admit it was misprinted when I first emailed you and tried to haggle a partial refund and claimed that the color difference was accounted for on the website. Which one is it now ?
Edit2: Added photo proof of what I mentioned in the first edit.
Edit3: Fixed spelling error

Almost bought one of these yesterday, glad I decided not to now, what a ***tshow!

And here I was about to order the Icy Waters Battlematt to display my Greyjoys on.

@pleasestopit

I dont know what to think.
First, I dont expect deep cut studios to be a big company, so some patience in dealing with this would be expected.
Also, I think their first response to offer you a 20% refund AND keep the misprinted product is a fair and simple first solution you may or may not agree to (that I myself would probably settle with).

Also, its not quite fair to say they have dragged this out for a month. It have been about 20 days since your first mail. You got your money back for the faulty product after a week. Then you started a new issue for the rest of the shipment.

Ofcourse, its fair enough to call them out here, and people can make up their own minds. I dont think I would hesitate to buy from them though.

 Fayric wrote:
@pleasestopit

I dont know what to think.
First, I dont expect deep cut studios to be a big company, so some patience in dealing with this would be expected.
Also, I think their first response to offer you a 20% refund AND keep the misprinted product is a fair and simple first solution you may or may not agree to (that I myself would probably settle with).

Also, its not quite fair to say they have dragged this out for a month. It have been about 20 days since your first mail. You got your money back for the faulty product after a week. Then you started a new issue for the rest of the shipment.

Ofcourse, its fair enough to call them out here, and people can make up their own minds. I dont think I would hesitate to buy from them though.

What a strange hill to die on but sure, i'l reply.

First, I am glad you are also concerned about my health issues that were aggravated by the stress the company caused, you seem to care about everyone. However I do not care what size the company is, their business and how they run is their problem not mine, I find it amusing this is used as an argument as if it had any validity. Will add this, because when Deepcut made the return request via Paypal they provided incomplete return information and I had to google to make sure I had the right address and found what appeared to be a business site, as you can see they are not starving and don't need to defend them: https://rekvizitai.vz.lt/en/company/deep_cut_studio/ .

My concern is to pay for a product and receive the ordered product, I paid for the product and thus my part of the contract was fulfilled , I received a faulty product thus the company according to European Consumer Law has to rectify this with a replacement or full refund with no additional costs to the client. I had to pay for shipping and Paypal offered to cover the costs, so Deepcut Studio is operating in illegality.

Slow response and haggling is a scummy practice that is used often to try to tire out a customers and/or have the 14 day return no questions-asked window pass. There is no room to haggle here, this is pure bait and switch moreover I see you have ignored the part where the seller didn't admit the item had problems and tried to pass the blame on me or my monitor (indirectly) and then admits here that it was faulty.

I do not know where you got the idea I got my money back after a week since contacting them but okay. If you are friends with the company I can understand where you are getting your information from.

And lastly please do not try to manipulate what I said, I clearly said "almost a month".


Edits: Spelling... like always

 Fayric wrote:
@pleasestopit

I dont know what to think.
First, I dont expect deep cut studios to be a big company, so some patience in dealing with this would be expected.
Also, I think their first response to offer you a 20% refund AND keep the misprinted product is a fair and simple first solution you may or may not agree to (that I myself would probably settle with).

Also, its not quite fair to say they have dragged this out for a month. It have been about 20 days since your first mail. You got your money back for the faulty product after a week. Then you started a new issue for the rest of the shipment.

Ofcourse, its fair enough to call them out here, and people can make up their own minds. I dont think I would hesitate to buy from them though.

Yeah from the attached emails OP instead of reacting to the clearly stated initial offer (could have rejected the offer and stated why, and if the reaction was "not our problem" then I'd have more sympathy) has lost patience and instigated a refund through PayPal.

Maybe there are missing emails, but the only ones posted are polite and fairly reasonable responses - OP was the one who escalated the issue and got PayPal involved (which causes all sorts of issues for retailers), and appears to have sent back the order without first confirming that's what Deepcut wanted or even given them notice.

A bit of patience could easily have resulted in a full or increased refund plus potentially keeping the order, and both parties being happy, is the take away lesson here!

bobthe4th wrote:

 Fayric wrote:
@pleasestopit

I dont know what to think.
First, I dont expect deep cut studios to be a big company, so some patience in dealing with this would be expected.
Also, I think their first response to offer you a 20% refund AND keep the misprinted product is a fair and simple first solution you may or may not agree to (that I myself would probably settle with).

Also, its not quite fair to say they have dragged this out for a month. It have been about 20 days since your first mail. You got your money back for the faulty product after a week. Then you started a new issue for the rest of the shipment.

Ofcourse, its fair enough to call them out here, and people can make up their own minds. I dont think I would hesitate to buy from them though.

Yeah from the attached emails OP instead of reacting to the clearly stated initial offer (could have rejected the offer and stated why, and if the reaction was "not our problem" then I'd have more sympathy) has lost patience and instigated a refund through PayPal.

Maybe there are missing emails, but the only ones posted are polite and fairly reasonable responses - OP was the one who escalated the issue and got PayPal involved (which causes all sorts of issues for retailers), and appears to have sent back the order without first confirming that's what Deepcut wanted or even given them notice.

A bit of patience could easily have resulted in a full or increased refund plus potentially keeping the order, and both parties being happy, is the take away lesson here!

I have only posted screenshots of my recent mails and not all of them with Deepcut.

I had rejected the offer and asked for a replacement or refund which is well within my right as citizen in Europe from which I got no response for 3 days afterwards I had started a Paypal request dispute (Paypal puts both me and the seller in a room to talk it out). I receive a mail from the seller saying they will respond on Paypal, a day passes and they didn't. Paypal encourages if seller seems unresponsive to escalate to a dispute, which I did. I've encountered delay tactics in the past and will no longer comply with this practice.

My first mail was informing them the mat I ordered was not the color on the website. In one email they requested a photo which I complied to. Another day passes another email requesting an order number. Which I complied to. And then another and I received their response, brushing off the clear issue as color difference because of my monitor and offering a 20% refund, mind you it was worded as an initial offer, this means more haggling to come for me..

I informed the seller due to how I was treated I will be sending the full order back and awaiting a full refund. If you are not aware of the law works in the EU, I will simplify it. If within 14 days of receipt I can return the purchase for a full refund with no questions asked, products of course have to be in the same state I received them in (undamaged, unused, etc.), this is not up to what the seller wants, I merely have to inform them of my intent to withdraw from the contract and send the products back.

There is no room for patience in this case as you can clearly see the picture of the mat I received and saw their first reaction to it. It is insulting, I was polite and patient enough. Not everybody has time to haggle for a product they didn't purchase.

I guess it's up to Deep-Cut now,

Hopefully you post if they make it right. I understand time constraints, but looking at their offer all I can say is that is pretty standard to see if the buyer would be willing to just take it at a discount. Hopefully it settles quick, I'd really like that mat for my Greyjoys to be displayed on (especially since the rules update as they are not getting played).

Keep us informed.

 Theophony wrote:
I guess it's up to Deep-Cut now,

Hopefully you post if they make it right. I understand time constraints, but looking at their offer all I can say is that is pretty standard to see if the buyer would be willing to just take it at a discount. Hopefully it settles quick, I'd really like that mat for my Greyjoys to be displayed on (especially since the rules update as they are not getting played).

Keep us informed.

Any company that responds to evidence of a quality control failure in their product with, "How about I only keep 80% and you make do with what I sent?" is never getting my business again.

Final update:

The seller has sent the rest of the refund via Paypal. The whole ordeal has left a bitter taste in my mouth and wasted my time. I hope that Deepcut has learned from this experience and will do a better job at quality control at the very least contact the seller letting them know that something went wrong during the print process and send a picture of the mat and ask if the customer would be okay with it plus a small refund 10-25%. 

I am sure some would accept this and be very happy for being contacted before hand and would recommend the shop. I would not accept the offer but would 100% recommend a shop that is transparent and tries to do the customer right. After all, both the seller and customer are human.

Indeed, took us extra time and effort to sort out multiple communication sources, refunds and mismatches between those, but all is solved in the end. We also wish it could have been easier and faster with simple direct communication.

And while at this - new game mat release! Star Wars Shatterpoint is out, so are the new game mats for the game. Selected designs are available with objective marking to make your games easier and more enjoyable. Check them out at www.deepcutstudio.com - home of battlefields.

https://www.deepcutstudio.com
https://www.facebook.com/deepcutstudio

New game mat release! Winter Town design hits the shelves and brings a cool breeze to your battlefields. Draw your swords, rifles or snow balls on this setting and scale-free mat, build a battlefield for any game that you play. Check it out at www.deepcutstudio.com - home of battlefields.

https://www.deepcutstudio.com
https://www.facebook.com/deepcutstudio

New game mat release! Jungle design is the latest addition to our ever-growing range of battlemats for miniature wargames. It is compatible with most historical scales and is available in popular battlefield sizes. Check it out at www.deepcutstudio.com - home of battlefields.

https://www.deepcutstudio.com
https://www.facebook.com/deepcutstudio

New game mat release! Desert City is a dedicated design for Star Wars Shatterpoint miniature game. Not only it has optional objective markings to ease your gameplay but it is also available in multiple sizes, including those compatible with SW Legion or other sci-fi settings. Come check it out at www.deepcutstudio.com - home of battlefields.

https://www.deepcutstudio.com
https://www.facebook.com/deepcutstudio

 DeepCutStudio wrote:
New game mats release! While eagerly awaiting for the new box set for Battletech miniature game, we have just launched a range of dedicated and compatible game mats. Fine tuned visuals to suit the game scale, overlayed with hex grid, all on premium mousepad material. Why not use the opportunity to build yourself a new battlefield? Check what it’s about at https://www.deepcutstudio.com – home of game mats.

https://www.deepcutstudio.com
https://www.facebook.com/deepcutstudio

1.25 inch hex sizes are wrong for battletech.
Official battletech hex size is about 33mm (about 1.3 inch) measured from flat to flat.
And yes, this matters a lot, especially if you want to use custom made terrain, 3D terrain etc. or the newest battletech products from GF9 (Hextech) that are actually coming with correct battletech scaled hex sizes.

Download the official hex map pack from catalyst, measure one hex there and see for yourself:
https://store.catalystgamelabs.com/products/mappack-wwe2018-terrain-set

@Himmelweiss - our releases for Battletech will remain with the default 1,25 inch hexes, which have been a standard for the last few years and no updates in the rules were released to change it. Meanwhile you can order a custom game mat with custom size hex layer on it to suit any of your scenery. And while at it..

New game mat release! Gothic Wasteland battlemat is an brand new release for WH40K and all other sci-fi and postapocalyptic games. Along with it we present you a 8mm scale version of the playmat, most suitable for Legion Imperialis or Adeptus Titanicus games. And it comes in a new 5x4 battlefield size as well. Check these two out at www.deepcutstudio.com - home of battlefields.

https://www.deepcutstudio.com
https://www.facebook.com/deepcutstudio