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Made in gb
Esteemed Veteran Space Marine




UK

Does anyone else have problems with Wayland games taking an age to dispatch orders?

 
   
Made in gb
Jealous that Horus is Warmaster





Milton Keynes

I did with past orders, but bar splitting my recent order the skitarii were fast. They juggle stock it seems but they're range is massive so I'd your after esoteric stuff it may be a while.

   
   
Made in gb
Decrepit Dakkanaut





UK

If all you order is stuff that's actually in stock they're (now) reasonably quick,

If you're ordering stuff based on when it's expected to come in from a restock who knows....it will depend on how fast it is for everything to show up

(and that's not all their fault as their suppliers are just as likely not to be sending them stuff as fast as they promise)

 
   
Made in de
Regular Dakkanaut



Berlin

I used to use them extensively, eventually got tired of their smoke&mirrors tactic regarding stock levels and waiting for months on stuff.

Then they changed they website, promised all was well and I got lured in to order some Malifaux stuff with them.

I ordered stuff that was shown in stock, then waited ages, complained, got told it was a mistake in stock levels and stuff should be coming in soon, waited altogether a month, cancelled my order and got my money back.

Website might look different, but it's still the same ol' stupid system.

I'm done with them ...
   
Made in gb
Esteemed Veteran Space Marine




UK

Seems odd that a retailer could get away with this kind of service. Especially in the days of Amazon and eBay. Might ring them tomorrow and play up a bit.

 
   
Made in gb
Decrepit Dakkanaut





UK

Remember that they've been at Salute (major UK gaming show) yesterday and probably preparing for it all last week at least

so while it's not an excuse if there's been a significant delay it might explain a minor one

 
   
Made in gb
Regular Dakkanaut





the Kepellan league

Depends on what you order.
The stock system has its faults as has already been mentioned.
There seems to be a great deal of consistency in the criticism of length online.

My cornwall gamer group ever single person will never order from them again. In wales...No one would order from them again....in east my one gamer who plays flames from me says no.

So make of that what you will.

'an open mind is like a fortress with its gate unbarred.'  
   
Made in gb
Decrepit Dakkanaut





Nottinghamshire

Amongst my friends they're pretty legendary for having terribly inaccurate stock levels, resulting in very long waits. We treat ordering as a gamble unless it's something readily sources like bases, flock etc.


[ Mordian 183rd ] - an ongoing Imperial Guard story with crayon drawings!
[ "I can't believe it's not Dakka!" ] - a buttery painting and crafting blog
 
   
Made in gb
Esteemed Veteran Space Marine




UK

Obviously not just a limited issue then. I've a good mind to start my own online shop and guarantee 48hr dispatch lol.

Re the Salute thing, that's fair enough we all have busy periods, but well run businesses plan for them in advance.

This message was edited 1 time. Last update was at 2015/04/27 12:10:38


 
   
Made in gb
Fixture of Dakka







While I've had my own issues with Wayland Games recently, they have been satisfactorily resolved, so I'm not going to go down that road again.

However, one thing that really did send bells ringing for me, that's mostly separate to that issue was...

Basically, I had 2 products on preorder, both originally due to be released at the same-ish times, but one was delayed (not Wayland's fault).

However, when that delayed product did come in stock, a week later, I still had no package. Phoning up Wayland Games, I found out that they were waiting on a restock of the first product I had ordered. This was due to them not allocating the stock due to the different times.


One of my mates was waiting months and months for 2 relatively uncommon orders to come into stock (a particular Firestorm Armada starter set, plus the Battletech box). I can't help but think that the reason he was waiting so ridiculously long was a result of their not allocating stock policy and the two products ordering cycles constantly missing each other. - But that's just supposition.


So, in summary, even if you do order something that was in stock at the time, actually properly in stock. If something else in your order isn't, or is a preorder, it seems to me that there's every chance you could end up waiting for the restock of the first item anyhow.

And the sad thing? I used to be quite the defender of wayland games in other previous threads.

But now, the kindest thing I can think to say about them, is, unlike the two other online stores I previously purchased from, Wayland aren't malicious. If you do order from them, you will get your products... Eventually.

This message was edited 1 time. Last update was at 2015/04/26 19:43:13


 
   
Made in gb
Dakka Veteran




Order from Element, problem solved.
   
Made in gb
Obergefreiter




United Kingdom

Apologies General, by all means "play up a bit" and I'm sure we'll sort you out.

As I've said elsewhere, last year was one of our best yet and we are continuing to grow. We just opened another FLGS last month and have another three in various stages of planning and resourcing. We have just invested in a range of new agreements with key suppliers to help us obtain large enough quantities of stock to fulfil our huge orders each month (a key problem which is the main cause of the issues our customers have faced in the past). Our new webstore has clearer stock information too but I appreciate that as it only went live in the last month so it does not help customers with older orders.

2013 had a number of one off costs and challenges which we had to deal with. Last year was back to business and represented a real improvement in every measure for us (barring anecdotal).

For the first few months of 2015, business has been really exciting for us with massive sales growth up over 50% like for like on last year (which in itself was a good year by any measure).

Having just come back from Salute, anyone who saw us there would struggle to connect us with a notion of being in our 'death throes'. We had double the size of any other retail stand, we had close to forty staff on hand to help customers and had more stock on our stand than any other retailer. And our sales on the day were massively up on last year. In fact when you looked at our offers, there was no 'clearance' or bargain basement style promotion (which to my mind really are the sign of a failing business desperate for cash). Rather we offered value, quality and had a great time where it was really gratifying to meet the many supporters and enthusiasts of Wayland Games (few of which post on forums clearly!)

But looking at forum posts like this one (more than a few begun or commented on by people with interests that are envious of Wayland's success) there are of course genuine customers who have had retail experiences with us that were not as good as they should have been. There is no point being disingenuous and pretending otherwise. When you have a large successful business in this industry, you are ultimately judged by how well regarded every single customer finds the retail experience with you. Because of this, the two key areas I am the most keen on improving is our communication and the time it takes to get customers orders out to them. We hold a terrific amount of stock, but popular items have been going out of stock faster than we were able to get them in. We have a number of measures in place or being developed which begin to address that and I am confident that as we continue to grow those two areas will measurably improve and reflect more the excellence found elsewhere in our business rather than being an area for concern.

So please do get in touch General Kroll and we'll make it right.
   
Made in gb
Land Raider Pilot on Cruise Control





Twickenham, London

Just use Dark Sphere. They're great.

My experiences with Wayland Games led me to that conclusion.

"If you don't have Funzo, you're nothin'!"
"I'm cancelling you out of shame, like my subscription to white dwarf"
Never use a long word where a short one will do. 
   
Made in gb
Major




London

 Davylove21 wrote:
Just use anyone else. They're great.

My experiences with Wayland Games led me to that conclusion.


FTFY
   
Made in gb
Esteemed Veteran Space Marine




UK

 Stuart-Wayland wrote:
Apologies General, by all means "play up a bit" and I'm sure we'll sort you out.

As I've said elsewhere, last year was one of our best yet and we are continuing to grow. We just opened another FLGS last month and have another three in various stages of planning and resourcing. We have just invested in a range of new agreements with key suppliers to help us obtain large enough quantities of stock to fulfil our huge orders each month (a key problem which is the main cause of the issues our customers have faced in the past). Our new webstore has clearer stock information too but I appreciate that as it only went live in the last month so it does not help customers with older orders.

2013 had a number of one off costs and challenges which we had to deal with. Last year was back to business and represented a real improvement in every measure for us (barring anecdotal).

For the first few months of 2015, business has been really exciting for us with massive sales growth up over 50% like for like on last year (which in itself was a good year by any measure).

Having just come back from Salute, anyone who saw us there would struggle to connect us with a notion of being in our 'death throes'. We had double the size of any other retail stand, we had close to forty staff on hand to help customers and had more stock on our stand than any other retailer. And our sales on the day were massively up on last year. In fact when you looked at our offers, there was no 'clearance' or bargain basement style promotion (which to my mind really are the sign of a failing business desperate for cash). Rather we offered value, quality and had a great time where it was really gratifying to meet the many supporters and enthusiasts of Wayland Games (few of which post on forums clearly!)

But looking at forum posts like this one (more than a few begun or commented on by people with interests that are envious of Wayland's success) there are of course genuine customers who have had retail experiences with us that were not as good as they should have been. There is no point being disingenuous and pretending otherwise. When you have a large successful business in this industry, you are ultimately judged by how well regarded every single customer finds the retail experience with you. Because of this, the two key areas I am the most keen on improving is our communication and the time it takes to get customers orders out to them. We hold a terrific amount of stock, but popular items have been going out of stock faster than we were able to get them in. We have a number of measures in place or being developed which begin to address that and I am confident that as we continue to grow those two areas will measurably improve and reflect more the excellence found elsewhere in our business rather than being an area for concern.

So please do get in touch General Kroll and we'll make it right.


Cheers, I will be in touch at some point today hopefully.

 
   
Made in us
Excellent Exalted Champion of Chaos






Lake Forest, California, South Orange County

 Stuart-Wayland wrote:
Apologies General, by all means "play up a bit" and I'm sure we'll sort you out.

As I've said elsewhere, last year was one of our best yet and we are continuing to grow. We just opened another FLGS last month and have another three in various stages of planning and resourcing. We have just invested in a range of new agreements with key suppliers to help us obtain large enough quantities of stock to fulfil our huge orders each month (a key problem which is the main cause of the issues our customers have faced in the past). Our new webstore has clearer stock information too but I appreciate that as it only went live in the last month so it does not help customers with older orders.

2013 had a number of one off costs and challenges which we had to deal with. Last year was back to business and represented a real improvement in every measure for us (barring anecdotal).

For the first few months of 2015, business has been really exciting for us with massive sales growth up over 50% like for like on last year (which in itself was a good year by any measure).

Having just come back from Salute, anyone who saw us there would struggle to connect us with a notion of being in our 'death throes'. We had double the size of any other retail stand, we had close to forty staff on hand to help customers and had more stock on our stand than any other retailer. And our sales on the day were massively up on last year. In fact when you looked at our offers, there was no 'clearance' or bargain basement style promotion (which to my mind really are the sign of a failing business desperate for cash). Rather we offered value, quality and had a great time where it was really gratifying to meet the many supporters and enthusiasts of Wayland Games (few of which post on forums clearly!)

But looking at forum posts like this one (more than a few begun or commented on by people with interests that are envious of Wayland's success) there are of course genuine customers who have had retail experiences with us that were not as good as they should have been. There is no point being disingenuous and pretending otherwise. When you have a large successful business in this industry, you are ultimately judged by how well regarded every single customer finds the retail experience with you. Because of this, the two key areas I am the most keen on improving is our communication and the time it takes to get customers orders out to them. We hold a terrific amount of stock, but popular items have been going out of stock faster than we were able to get them in. We have a number of measures in place or being developed which begin to address that and I am confident that as we continue to grow those two areas will measurably improve and reflect more the excellence found elsewhere in our business rather than being an area for concern.

So please do get in touch General Kroll and we'll make it right.


Quit using boilerplate replies to people having legitimate issues with your inability to afford timely consistent service. This is far from the first thread in very recent history about issues with your store, and to say many are from people who are "envious" of your success is a cop out. Own up and just fix your damn store or close it. You honestly aren't big enough of a company to be sidestepping so many of the same complaints, and you certainly are not big enough to be able to afford so many hits to your reputation.

"Bryan always said that if the studio ever had to mix with the manufacturing and sales part of the business it would destroy the studio. And I have to say – he wasn’t wrong there! ... It’s become the promotions department of a toy company." -- Rick Priestly
 
   
Made in th
Painting Within the Lines




So these three new stores. Are they in areas without a FLGS? I never got an answer last time..
   
Made in us
Longtime Dakkanaut






 Aerethan wrote:
 Stuart-Wayland wrote:
Apologies General, by all means "play up a bit" and I'm sure we'll sort you out.

As I've said elsewhere, last year was one of our best yet and we are continuing to grow. We just opened another FLGS last month and have another three in various stages of planning and resourcing. We have just invested in a range of new agreements with key suppliers to help us obtain large enough quantities of stock to fulfil our huge orders each month (a key problem which is the main cause of the issues our customers have faced in the past). Our new webstore has clearer stock information too but I appreciate that as it only went live in the last month so it does not help customers with older orders.

2013 had a number of one off costs and challenges which we had to deal with. Last year was back to business and represented a real improvement in every measure for us (barring anecdotal).

For the first few months of 2015, business has been really exciting for us with massive sales growth up over 50% like for like on last year (which in itself was a good year by any measure).

Having just come back from Salute, anyone who saw us there would struggle to connect us with a notion of being in our 'death throes'. We had double the size of any other retail stand, we had close to forty staff on hand to help customers and had more stock on our stand than any other retailer. And our sales on the day were massively up on last year. In fact when you looked at our offers, there was no 'clearance' or bargain basement style promotion (which to my mind really are the sign of a failing business desperate for cash). Rather we offered value, quality and had a great time where it was really gratifying to meet the many supporters and enthusiasts of Wayland Games (few of which post on forums clearly!)

But looking at forum posts like this one (more than a few begun or commented on by people with interests that are envious of Wayland's success) there are of course genuine customers who have had retail experiences with us that were not as good as they should have been. There is no point being disingenuous and pretending otherwise. When you have a large successful business in this industry, you are ultimately judged by how well regarded every single customer finds the retail experience with you. Because of this, the two key areas I am the most keen on improving is our communication and the time it takes to get customers orders out to them. We hold a terrific amount of stock, but popular items have been going out of stock faster than we were able to get them in. We have a number of measures in place or being developed which begin to address that and I am confident that as we continue to grow those two areas will measurably improve and reflect more the excellence found elsewhere in our business rather than being an area for concern.

So please do get in touch General Kroll and we'll make it right.


Quit using boilerplate replies to people having legitimate issues with your inability to afford timely consistent service. This is far from the first thread in very recent history about issues with your store, and to say many are from people who are "envious" of your success is a cop out. Own up and just fix your damn store or close it. You honestly aren't big enough of a company to be sidestepping so many of the same complaints, and you certainly are not big enough to be able to afford so many hits to your reputation.


Literally, the only reason I don't buy the Halo stuff through them is because I've seen eight of these threads in like... eight months. QFT, thank you for holding them accountable.

My mostly terrain and Sons of Orar blog:
http://www.dakkadakka.com/dakkaforum/posts/list/568699.page#6349942
 whalemusic360 wrote:
Alph, I expect like 90 sets of orange/blue from you.
 
   
Made in gb
Obergefreiter




United Kingdom

 Aerethan wrote:
Quit using boilerplate replies to people having legitimate issues with your inability to afford timely consistent service. This is far from the first thread in very recent history about issues with your store, and to say many are from people who are "envious" of your success is a cop out. Own up and just fix your damn store or close it. You honestly aren't big enough of a company to be sidestepping so many of the same complaints, and you certainly are not big enough to be able to afford so many hits to your reputation.


Specifically I said more than a few. To me, a few is around three. So when I wrote that I meant that it's more than three, but less than 'a lot'. That is not quite the same as many.

As to 'owning up' I believe I said quite clearly that our priorities were communication and the speed of delivery. I posted it on two threads but I understand you might have missed it. No-one is sidestepping. I said clearly that it is our chief concern and that customer complaints were something that needed to be addressed individually.

I was hoping that you, Aerethan, more than anyone else would understand what we are trying to do and see how we are improving. Especially with the number of orders you placed with us these past eighteen months.

Get in touch with me via PM (or call me on the main Wayland number and I'll call you right back) so I can make it right for you.



Automatically Appended Next Post:
 Stormwall wrote:
Literally, the only reason I don't buy the Halo stuff through them is because I've seen eight of these threads in like... eight months. QFT, thank you for holding them accountable.


I agree Stormwall that about once a month someone posts about an issue they are having with an order. This is disappointing and we try and fix it as best we can. What then tends to happen is that the same dozen or so people then wade in. Like an unholy anti-Wayland cheerleading squad. I picture them in very tight Lycra, but that probably says more about my proclivities than the actual reality.

Does that make their gripes less important? No of course not. But sometimes the point the OP is trying to make and the help we try to offer gets lost amongst the cheer.

This message was edited 1 time. Last update was at 2015/05/01 16:29:37


 
   
Made in gb
Esteemed Veteran Space Marine




UK

For what it's worth, I'm grateful for the help you offered and have now had my order. I can understand that you are trying to sort out these issues you are having, and it's admirable that you are engaging with the community in order to fix problems. Not every company would do this.

Like I said in my email to you, there is a great selection on your site, so hopefully you can sort out the ordering issues so it isn't a problem in the future.

 
   
Made in gb
Jealous that Horus is Warmaster





Milton Keynes

To be fair I messaged wayland on Facebook and got a reply from a human out of office hours, so kudos I liked that a lot.

   
   
Made in us
Excellent Exalted Champion of Chaos






Lake Forest, California, South Orange County

I'd like it to be on record that I've never once placed a single order with ANY non US based webstore that wasn't bitz.co.uk and even that was many years ago.

Either proof that Wayland has no clue what they are doing, or they are just claiming customers who have never done business with them.

I'd love to know what I've supposedly ordered though, as I assure you it never arrived...

"Bryan always said that if the studio ever had to mix with the manufacturing and sales part of the business it would destroy the studio. And I have to say – he wasn’t wrong there! ... It’s become the promotions department of a toy company." -- Rick Priestly
 
   
Made in au
Unstoppable Bloodthirster of Khorne





Melbourne .au

 Stuart-Wayland wrote:
Apologies General, by all means "play up a bit" and I'm sure we'll sort you out.

As I've said elsewhere, last year was one of our best yet and we are continuing to grow. We just opened another FLGS last month and have another three in various stages of planning and resourcing. We have just invested in a range of new agreements with key suppliers to help us obtain large enough quantities of stock to fulfil our huge orders each month (a key problem which is the main cause of the issues our customers have faced in the past). Our new webstore has clearer stock information too but I appreciate that as it only went live in the last month so it does not help customers with older orders.

2013 had a number of one off costs and challenges which we had to deal with. Last year was back to business and represented a real improvement in every measure for us (barring anecdotal).

For the first few months of 2015, business has been really exciting for us with massive sales growth up over 50% like for like on last year (which in itself was a good year by any measure).

Having just come back from Salute, anyone who saw us there would struggle to connect us with a notion of being in our 'death throes'. We had double the size of any other retail stand, we had close to forty staff on hand to help customers and had more stock on our stand than any other retailer. And our sales on the day were massively up on last year. In fact when you looked at our offers, there was no 'clearance' or bargain basement style promotion (which to my mind really are the sign of a failing business desperate for cash). Rather we offered value, quality and had a great time where it was really gratifying to meet the many supporters and enthusiasts of Wayland Games (few of which post on forums clearly!)

But looking at forum posts like this one (more than a few begun or commented on by people with interests that are envious of Wayland's success) there are of course genuine customers who have had retail experiences with us that were not as good as they should have been. There is no point being disingenuous and pretending otherwise. When you have a large successful business in this industry, you are ultimately judged by how well regarded every single customer finds the retail experience with you. Because of this, the two key areas I am the most keen on improving is our communication and the time it takes to get customers orders out to them. We hold a terrific amount of stock, but popular items have been going out of stock faster than we were able to get them in. We have a number of measures in place or being developed which begin to address that and I am confident that as we continue to grow those two areas will measurably improve and reflect more the excellence found elsewhere in our business rather than being an area for concern.

So please do get in touch General Kroll and we'll make it right.



I was reading this, and thought it looked a little familiar.




Automatically Appended Next Post:
 Aerethan wrote:
I'd like it to be on record that I've never once placed a single order with ANY non US based webstore that wasn't bitz.co.uk and even that was many years ago.

Either proof that Wayland has no clue what they are doing, or they are just claiming customers who have never done business with them.

I'd love to know what I've supposedly ordered though, as I assure you it never arrived...




This message was edited 1 time. Last update was at 2015/05/02 00:59:33


   
Made in gb
Blood-Drenched Death Company Marine






I always think that an order current stock with Wayland should come with a days, hours, minutes and seconds countdown (possibly a months and years ticker too?) until delivery like their pre-orders:

http://www.waylandgames.co.uk/star-wars-armada/23165-rogues-and-villains-expansion-pack?utm_source=Wayland+Games+Ltd+List&utm_campaign=b73b971245-01_05_15_Star_Wars_GW&utm_medium=email&utm_term=0_78b62ac9ee-b73b971245-310621865

I think I placed 3 orders with them a number of years ago, 2 I cancelled because it took more than 10 weeks for delivery. However much they claim to have improved that initial poor gakky service has put me off for life. My one caveat would be that friends who have ordered non GW stock seem happy with the service and eventual delivery.

My 40K and assorted projects: Genestealer Cult: October 15th http://www.dakkadakka.com/dakkaforum/posts/list/1290/583755.page#8965486
 
   
Made in gb
Ghastly Grave Guard





UK

Wayland are awful. There is something like this up more than once a month. Its almost weekly. Even more laughable is when they block you commentating on their facebook due to issues you have had with them ie ME
   
Made in ie
Regular Dakkanaut




Dublin

4 out of 5 times or so I've ordered from them everything goes without a hitch.

However when that one order went awry, they were very polite and all that but got the feeling they were just deflecting the entire time. The order eventually got sent 30 days after me placing it.

I understand GW are supposed to be a bugger to get stock from, but every estimate I was given was pushed back until last friday.

I'm a little annoyed at the lack of transparency that persists even with the new site, But I can't argue with those prices...

40k Armies :

Fantasy Armies:

DA:90SG+M-B--I+Pw40k99#--D++++A++/wWD232R++T(M)DM+

"We of the bloody thumb, salute you" - RiTides, Grandmaster of the Restic Knights 
   
Made in gb
Fixture of Dakka







Well, I'm giving Wayland one last chance, as they were particularly apologetic after their last screw up.

So, I've ordered all things that are 'In Stock' so... Lets see how they do.
   
Made in th
Painting Within the Lines




If you have a bad experience don't post it though, as all the negative people are just jealous of their success.
   
Made in us
Longtime Dakkanaut






Does anyone else have an issue with how presumptuous the replies are?

"The offenders have been excoriated." Like, okay. That's cool but, you don't need to speak like you're a medieval knight talking to us lowly peasants.

That is mainly why I don't order through Wayland.

My mostly terrain and Sons of Orar blog:
http://www.dakkadakka.com/dakkaforum/posts/list/568699.page#6349942
 whalemusic360 wrote:
Alph, I expect like 90 sets of orange/blue from you.
 
   
Made in gb
Incorporating Wet-Blending





Wales: Where the Men are Men and the sheep are Scared.

Orders from wayland very much vary in quality. Personally I would never order anything time sensitive from them. If they had a great deal I didn't mind waiting for then sure I would order away.

But some orders from them take a week others can take a month or more. With sadly little communication giving you an idea of when you will get it and a rather unclear stock system. I did once get an email from them that I could expect my item within 3-9 of of the order date, I think i got this email 9 days after I had ordered it and it came about a week or two later.

I tend to order from Element games now days if I order online, FLGS is preferable though for obvious reasons. Much more reliable predicable service and if you order multiple things they wont make you wait ages for each thing to come in stock but send out some stuff sooner than others if the delay for sending sepearate things is unreasonable.

This message was edited 1 time. Last update was at 2015/05/04 02:06:00




 
   
 
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