The current state of Wayland Games.

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**Niiru**

Just writing this as a warning to those who commonly use wayland games as a source of cheap models and items.

I used to buy items from these guys years ago, and their service was always pretty good. Sure, sometimes you may have to wait a few days for delivery, but they would always let you know if that was the case.

However in the last month, I have made two orders from them... and neither of them ever turned up. The first I ended up having to cancel, because after I called them to follow up on the late delivery, I found out they didnt actually stock the items they had let me pay them for. Seemed they were just intending to keep my money until I complained about it. They didnt even attempt to ship the remainder of the order.

The most recent time, they did at least notify me that they did not have the item in stock (or at least, one item out of an order of several things)... but only after 12 days had passed. Twelve. Days.

Sorry but in this day, waiting that long before notifying a customer they can't deliver on an order just isnt acceptable. Even if they had to order the pieces from GW, they would have known quicker than that if there would be a delay in the order. The email I got seemed to be an automatic response to an order that hadnt been despatched after x amount of time, so it wasnt even good/bad customer service on their part... it was just their computer realising noone had done anything, and then sent out a blanket apology.

I really can't recommend these guys anymore. Their service has gone downhill, and their prices are not particularly competitive for the service you get. I would suggest looking for other companies, where they value your business more and so will be more reliable.

It's the rant of the day for me, but I feel it had to be said.

**Riquende**

Were those orders placed during the Christmas period or after?

**DaKKaLAnce**

Well im glad you said something. I have always thought about ordering from a different site other than GW. Now I know to cross them off my list

**Paradigm**

Not saying you're wrong to be irritated, but do bear in mind they have probably been very busy over the Christmas period. I too have had problems with them in the past, but if anything I'd say their service has gotten better over the last couple of years.

**Niiru**

Riquende wrote:
Were those orders placed during the Christmas period or after?

Both orders were after christmas, so while I guess the bank holiday week is still "busy" for some places, it doesn't excuse a lack of good customer service. I expected a slow delivery, and allowed them time for that, but that isn't what I received. In fact, I am yet to receive anything at all!

Suffice it to say I'm cancelling yet another Wayland order, and will be attempting to purchase the items elsewhere. If the new company takes less than 2 weeks to deliver the order, then they will win. NOt a difficult prospect.

Automatically Appended Next Post:

Paradigm wrote:
Not saying you're wrong to be irritated, but do bear in mind they have probably been very busy over the Christmas period. I too have had problems with them in the past, but if anything I'd say their service has gotten better over the last couple of years.

You say this, however I have ordered items from other companies in the same time frame (paints, brushes, figures, etc) from both bigger and smaller companies... the average wait time has been about 3 days, with some items arriving next-day, even with free delivery! So wayland has no excuse where the time of year is concerned.

**Ratius**

I have placed 3 relatively large orders with WG over the last 2 years and whilst they have always taken 2-3 weeks to arrive in full, I've never had an order misplaced, misdirected, incomplete, incorrect or any other real problem.
They are quite slow but if you dont mind the wait, I've had no problems. YMMV.

**Niiru**

Ratius wrote:
I have placed 3 relatively large orders with WG over the last 2 years and whilst they have always taken 2-3 weeks to arrive in full, I've never had an order misplaced, misdirected, incomplete, incorrect or any other real problem.
They are quite slow but if you dont mind the wait, I've had no problems. YMMV.

Maybe it's just impatience, but for the price you're paying there's no reason for it to take that long. Other sites give you 10% - 15% off GW prices, charge the same delivery, and will have it to you within a week.
I'm currently on DarkSphere's site, and they have the same items in stock as I ordered from wayland, and for slightly less money. Their postage is slightly more though, so it works out the same. Except they say it'll arrive within 2-3 days.

Days. Not weeks.

And this is a much smaller company from the look of it.

Wayland just has no excuse anymore. They shouldn't allow orders of items they don't actually have in stock.

**Pete Melvin**

Niiru wrote:
The first I ended up having to cancel, because after I called them to follow up on the late delivery, I found out they didnt actually stock the items they had let me pay them for. Seemed they were just intending to keep my money until I complained about it. They didnt even attempt to ship the remainder of the order.

.

No....thats nothing like their usual service at all! /sarcasm

Seriously though, they are just terrible.

**monders**

Why would anyone use anywhere other than the brilliant Element Games?!

Same day dispatch (on orders before 3pm), up to date stock tracker , loyalty points.

**Motograter**

Why people still use Wayland games is beyond me. Truly awful company. There are so many better reliable places online that if Wayland disappeared no one would care

**Undead_Love-Machine**

I placed an order with them on the 6th of December, I'm still waiting for it to arrive.

Last week they sent me an email apologising for the delay and asking me to open a ticket with them to find out the cause of the delay. Why not just tell me what the problem is in the email? Turns out that they are still waiting for stock to arrive.

**angelofvengeance**

Never really had an issue other than, they won't send your stuff piecemeal if you've bought a few items and one of them is outta stock.

**Zond**

My partner ordered me some Batman Miniatures last year. They've still not arrived despite numerous complaints. Sort of says it all.

Every order I ever placed with Wayland Games was subject to delays of a few months. I wouldn't recommend them, however I did have excellent customer service from... Barry I think. Every time I had an issue that individual could sort it. Everyone else was patronising or condescending. Element Games is my go to now.

**Mymearan**

monders wrote:
Why would anyone use anywhere other than the brilliant Element Games?!

Same day dispatch (on orders before 3pm), up to date stock tracker , loyalty points.

This. Element Games is all you need.

**Undead_Love-Machine**

Mymearan wrote:
monders wrote:
Why would anyone use anywhere other than the brilliant Element Games?!

Same day dispatch (on orders before 3pm), up to date stock tracker , loyalty points.

This. Element Games is all you need.

Element Games don't stock the items that I ordered from Wayland, otherwise I probably would have ordered from them.

**lord_blackfang**

Standard Wayland MO.

**Haight**

Paradigm wrote:
Not saying you're wrong to be irritated, but do bear in mind they have probably been very busy over the Christmas period. I too have had problems with them in the past, but if anything I'd say their service has gotten better over the last couple of years.

12 days without so much as a dispatch ? Nah . Not even xmas explains that. I'd have cancelled right then and there too.

Automatically Appended Next Post:

Zond wrote:
My partner ordered me some Batman Miniatures last year. They've still not arrived despite numerous complaints. Sort of says it all.

... why haven't you / partner cancelled ? If by last year you mean december, that's one thing. If by last year you mean like May, egads, cancel already. This also begs the next question...

Every order I ever placed with Wayland Games was subject to delays of a few months.

... which is why are you still buying from them ?

**Avatar 720**

Undead_Love-Machine wrote:
Mymearan wrote:
monders wrote:
Why would anyone use anywhere other than the brilliant Element Games?!

Same day dispatch (on orders before 3pm), up to date stock tracker , loyalty points.

This. Element Games is all you need.

Element Games don't stock the items that I ordered from Wayland, otherwise I probably would have ordered from them.

Pretty much this, except for Darksphere instead of Wayland. The Element store itself is at my FLGS, but since I only really play FoW now, and Battlefront are terrible at resupplying stockists, I generally have to use Darksphere to fulfil orders that (through no fault of their own, I might add) Element cannot, usually because DS have better stocks. It's either that, or wait weeks on end for Battlefront to actually ship the items that have been ordered. If EG have it in stock, I buy from them; if they don't, but DS do, I buy from DS; if neither have it, then I'll order through EG first.

**Davylove21**

+1 to Dark Sphere from me, they've always been excellent for me. I will try Element Games, however.

Wayland Games have been awful for years, in my view. Bad all around. Avoid.

**StraightSilver**

I haven't ever ordered via Element Games, but I do use Dark Sphere a lot as they are my local store and I want to support them.

Never had any issues with DS, always great service and their prices are very good too.

**Zond**

Haight wrote:
Paradigm wrote:
Not saying you're wrong to be irritated, but do bear in mind they have probably been very busy over the Christmas period. I too have had problems with them in the past, but if anything I'd say their service has gotten better over the last couple of years.

12 days without so much as a dispatch ? Nah . Not even xmas explains that. I'd have cancelled right then and there too.

Automatically Appended Next Post:

Zond wrote:
My partner ordered me some Batman Miniatures last year. They've still not arrived despite numerous complaints. Sort of says it all.

... why haven't you / partner cancelled ? If by last year you mean december, that's one thing. If by last year you mean like May, egads, cancel already. This also begs the next question...

Every order I ever placed with Wayland Games was subject to delays of a few months.

... which is why are you still buying from them ?

November / December 2013. We have tried. At this point it's just easier to write off the 10 quid. I haven't purchased anything from Wayland Games after a Feb or March order of 2014 (which was cancelled and refunded), so not sure why you think I'm buying from them. Apparently some relatives bought me the Dystopian Wars Box Set from Wayland Games, however that was a rare occurrence. Usually they find giving me cash easier.

**TheSecretSquig**

I currently have reported WG to UK Trading Standards for investigation. I’ve reached the final straw. I placed an order on the 3rd Dec to get some items in before Christmas. All were listed on their website as ‘In Stock’ with the Green coloured box. I’ve still not received anything because they do not have the items in stock. I’ve confirmed this with them via email. I’ve also asked as to why the same items are still listed as ‘In Stock’ on their webstore, when clearly they are not. No reply given.

It is for this reason I’ve reported them to Trading Standards together will all my email correspondence and screenshots of their webstore. This isn’t the first time I’ve had this issue with them, advertising items as in stock when in reality they are not.

**Niiru**

Hi (user email address),

We use a number of different stock level statuses The descriptions which are listed below and should help you understand the availability of the items you have purchased. Please note that all order turnaround times are indications rather than guarantees as variations in supply and demand can sometimes cause a backlog.

✔ In Stock(X Ready to Ship) These items are currently in our warehouse and we will be used to fulfil your order as soon as possible. If you have items in the order that have other statuses however, these items will be shipped once any outstanding have been received in our warehouse. This can mean that items in stock are delayed as we wait for Pre-Order items (for example) to be available.

If any of your items are listed as ✔ Available (Typically ships in 3-9 Working Days) then they will be ordered from our suppliers (usually direct from the manufacturer) and should arrive with us, and then be shipped out to you within 3-9 working days. Please note that this is an indication and not a guarantee.

'Pre-Order Now!' Such items will be available on the release date of the product (assuming we have received stock). Please note release dates may be subject to change.

✪ Special Order Item (Shipping Times May Vary) These items vary in shipping times as their availability from the manufacturer/distributor may be sporadic. You will need to order these items for us to arrange for them to be shipped in for you especially. As with all our products we will keep you updated as shipments arrive, but be prepared for a longer wait than 9 working days.

✪ Out of Stock but Arriving Soon In situations where a product is in extremely high demand or is due a reprint at some time in the future we will list the item in this manner. You can still order it and we will keep you updated as we secure stock, but be prepared for a wait!

Once we have your items all in stock we will promptly dispatch your order. We do place supplier orders very regularly to minimise any wait you may experience and please be assured that we do ship all orders as soon as is feasibly possible. We hope this helps make things clearer.

We are not a manufacturer and have to reply upon a supply chain for items. If there is a delay earlier up the chain then we very rarely have any control over it. We order stock regularly and work with suppliers to resolve any issue, but we simply can not ship items that we have not received. Some suppliers are fairly small and cast/produce items to order and this can also cause delays.

The standard email is sent as sending personal ones to every customer is simply impractical. We deal with thousands of orders every week, and we simply do not have the staff or funds to be able to send personal emails to every customer. There was a time that we were unable to send the automated emails, at that time our customers asked us to improve communication and we did. I'm sorry if you feel the notification emails are not enough, but there is a limit to what we can currently provide. I'm sure you understand this.

Your order has been cancelled and refunded for you as requested.

Kind Regards

Allie Croud
Wayland Games
01702 668750

This is the email I got sent in reply to my complaint yesterday. So at least they are prompt at responding to complaints. I guess they are well practised.

Also clear that its a copy/paste email, so they dont even take complaints seriously. They really don't care about their customer service at all.

I made my order again over at Dark Sphere. I did look at element games, but the same order would have been about £5 more expensive, so I thought I'd give Dark Sphere I try. Their stock system all said the items were in stock, so I'm hoping for quick delivery. Fingers crossed.

Element seems to be cheaper on certain items, but dark sphere is better for 40k stuff. Element seemed to have Kromlech items for cheaper though, which is good to know.

edit: Oh, and the stuff I ordered from Wayland all said in stock when I ordered it. I had learnt my lesson from their last failure. However obviously their stock system is either inaccurate or just not updated properly. Not that they are willing to admit that.

**Fenrir Kitsune**

Is Wayland the cheapeast stuff around?

**Do_I_Not_Like_That**

I've ordered from Wayland games at least a dozen times and never once was there a problem. The longest wait I had was seven days. True, I've never ordered anything during the Xmas period, but Wayland are fine by me.

**notprop**

@ Fenir K - Sometimes but not necessarily, it depends on lines/ranges, sales, offers and the all important P&P. So it can be a bit situational.

Me, I've never had an issue with Wayland, quite the opposite infact that is until November when I ordered 4 of the Infinity starter boxes. 2 were in stock but being held back for the other 2. One phone call and the stock boxes were released and delivered next day; but I still await the other 2.

In fairness CB have been snowed under with the V3 release and had let model production/supply to Wayland (and others) drop off. I understand this and happy to wait since WG had do the lot for 30% off RRP and free P&P.

True I'd like my models by now but I have no complaints about WG presently. I'm not eternally patient so we will see.

Now gather round young'uns while I tells yooz yoofs about 28 P&P times (from receipt of a cheque which needs to clear) back in the 80/90/s.......you don't know impatience until you have come home every day after school for over a month looking for a Brown box from the GW Mail Order Trolls containing Adeptus Titanicus. That was standard delivery times I hasten to add!

Like Christmas but better!

**The Division Of Joy**

Wait till one of the Wayland Games logins gets all passive aggressive on your butt then gets this thread deleted

**StraightSilver**

notprop wrote:
Now gather round young'uns while I tells yooz yoofs about 28 P&P times (from receipt of a cheque which needs to clear) back in the 80/90/s.......you don't know impatience until you have come home every day after school for over a month looking for a Brown box from the GW Mail Order Trolls containing Adeptus Titanicus. That was standard delivery times I hasten to add!

Like Christmas but better!

Ha ha, glad it's not just me that remembers the "halcyon" days of mail order post. I sometimes wonder why people worry when their item hasn't arrived within 2 weeks when yes, 28 days was the standard.

Those 28 days used to feel like months and months....

**Niiru**

The Division Of Joy wrote:
Wait till one of the Wayland Games logins gets all passive aggressive on your butt then gets this thread deleted

Christmas is not an excuse for slow delivery, not these days. And especially not when it was after christmas that the orders were made.

If their webstore says something is in stock, it should be in stock. 48 hours is more than enough time for despatch turnaround. Most places do it same-day. If the item isnt in stock, and their webstore stock levels are wrong, they should notify you -within the day-, not two weeks later.

In fact, while writing this post, I received an email from Dark Sphere saying my order has just been despatched! So seeing as I made the order very late last night, that is essentially same-day despatch. Will probably arrive here Friday.
- Smaller business than wayland
- Cheaper prices for models
- Same price for delivery

... and yet immediate service.

For those of you who have had good experience with wayland, I'm glad you do, as I wouldn't wish bad experiences on anyone. I used to find them a decent company, years ago. But as of the last few months, I just can't recommend them anymore.

Edit:
In fact, I would have forgiven them if they had apologised for the error, apologised for the late notification, maybe offered me a voucher or free delivery on my next order. Something. But sending me a copy paste email and brushing me off? No. All the hallmarks of terrible customer service.

**OrlandotheTechnicoloured**

Motograter wrote:
Why people still use Wayland games is beyond me. Truly awful company. There are so many better reliable places online that if Wayland disappeared no one would care

They do have a wider range than most so while I certainly wouldn't get my GW stuff there (it's not hard to find cheaper/faster), it is a source of other more obscure stuff all in one place so you can pick up cheap/free shipping