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 Mardy-Quief wrote:


Then I don't honestly think you guys have a leg to stand on...

I don't work for Wayland, I rarely even order from them any more (I always recommend Element, Troll Trader or Firestorm). I'm just explaining what's been gone into several times before on threads exactly like this one.

 Stuart-Wayland wrote:
Further to the point about being unable to buy GW items from outside of the EU, the new website now specifically ensures you will be unable to buy the products in the first place. So it is much clearer for customers and the unfortunate incident mentioned earlier simply cannot happen again.

We are far from perfect, but we are making steps to improve. I understand that to a particular group that frequents these threads that nothing I say will induce you to shop with us again. That is your perogative.

As I've said before, we are always looking to improve. Many of the issues raised are months if not years old. It is difficult for us to demonstrate the improvements we are making to people with statements like 'never using your site again" but that is how it goes.If you haven't bought something from us in the last month or so then you won't have seen the huge strides made to improve our service.

I actually hate that it just blocks you. I think there should still be an option to do it with a big red "Are you sure?" perhaps - at work my internet goes through a proxy all over the world, often US. But, in fact, I live in Denmark. It annoyed me greatly I couldn't place an order during lunch break. I have a few more grievances about the new website, but this seems to be the trend in the internet nowadays. To me it's much less functional and usable than the old one.

Anyway, Wayland is still my go-to when I am not in a hurry (and if I am I just walk over to the LGS). They actually just dispatched an order to me that I expected to wait months ago, but it only took a few days, so there's that.

I have a suggestion for Wayland. I order from a webstore in Canada all the time (Meeplemart, check them out!). A few times now I have ordered an item that was not in stock even though their webstore listed it as such. Each time they emailed me within 48 hours apologizing for the mistake and asking me if I wanted a refund for that item so they could ship the rest of the order. Perfect service! That's all anyone wants. Maybe give that a try.

As a side note, I don't even think you have to offer refunds if you have the trust of your customers. Store credit would be just as good for me. I think each time I actually just replaced the item with something of equal value.

As its a Canadian store, don't they just email you within 48 hours to apologise just in case?

 Azreal13 wrote:
As its a Canadian store, don't they just email you within 48 hours to apologise just in case?

Only after I've apologized for bothering them with an order.

 Stuart-Wayland wrote:
Further to the point about being unable to buy GW items from outside of the EU, the new website now specifically ensures you will be unable to buy the products in the first place. So it is much clearer for customers and the unfortunate incident mentioned earlier simply cannot happen again.

We are far from perfect, but we are making steps to improve. I understand that to a particular group that frequents these threads that nothing I say will induce you to shop with us again. That is your perogative.

As I've said before, we are always looking to improve. Many of the issues raised are months if not years old. It is difficult for us to demonstrate the improvements we are making to people with statements like 'never using your site again" but that is how it goes.If you haven't bought something from us in the last month or so then you won't have seen the huge strides made to improve our service.

That last bit made me laugh. If you've not ordered you'd not see the strides we've made which this thread and many others prove you've done nothing as the same issues are still being reported over and over again.

Still blocked on facebook, customer service my ass.

Personally I think this post should be stickied to the top of page do folks can see it and be aware that wg service is rubbish

Well, after 4 years, I've ordered again via their ebay store, so I'll be interested to see how this goes , it's one blister...... bizarrely it was cheaper to buy from them on eBay than it was direct...... Anyhow, I'll report back on how it goes.

 Stuart-Wayland wrote:
Further to the point about being unable to buy GW items from outside of the EU, the new website now specifically ensures you will be unable to buy the products in the first place. So it is much clearer for customers and the unfortunate incident mentioned earlier simply cannot happen again.

We are far from perfect, but we are making steps to improve. I understand that to a particular group that frequents these threads that nothing I say will induce you to shop with us again. That is your perogative.

As I've said before, we are always looking to improve. Many of the issues raised are months if not years old. It is difficult for us to demonstrate the improvements we are making to people with statements like 'never using your site again" but that is how it goes.If you haven't bought something from us in the last month or so then you won't have seen the huge strides made to improve our service.

That is an out and out lie of the highest order, how dare you come here and tell such lies, I'll give everyone here the truth.

YOU WAYLAND GAMES proudly boasted when GW slapped Northern Hemisphere retailers with their embargo, YOU WAYLAND GAMES found a loophole to bypass the loophole.
Not only that but YOU WAYLAND GAMES even set up a ROW section in the GW section and kept promising to add product, but never did, you told lie after lie that the ROW section would get up, never happened.

How dare you to come back now and lie your arse off, you really think folks have no memory retention, well I do and I'll tell folks what happened

My dear old dad once told me if you are going to be a liar, have a good memory, you are borderline dementia.

 Achaylus72 wrote:

 Stuart-Wayland wrote:
Further to the point about being unable to buy GW items from outside of the EU, the new website now specifically ensures you will be unable to buy the products in the first place. So it is much clearer for customers and the unfortunate incident mentioned earlier simply cannot happen again.

We are far from perfect, but we are making steps to improve. I understand that to a particular group that frequents these threads that nothing I say will induce you to shop with us again. That is your perogative.

As I've said before, we are always looking to improve. Many of the issues raised are months if not years old. It is difficult for us to demonstrate the improvements we are making to people with statements like 'never using your site again" but that is how it goes.If you haven't bought something from us in the last month or so then you won't have seen the huge strides made to improve our service.

That is an out and out lie of the highest order, how dare you come here and tell such lies, I'll give everyone here the truth.

YOU WAYLAND GAMES proudly boasted when GW slapped Northern Hemisphere retailers with their embargo, YOU WAYLAND GAMES found a loophole to bypass the loophole.
Not only that but YOU WAYLAND GAMES even set up a ROW section in the GW section and kept promising to add product, but never did, you told lie after lie that the ROW section would get up, never happened.

How dare you to come back now and lie your arse off, you really think folks have no memory retention, well I do and I'll tell folks what happened

My dear old dad once told me if you are going to be a liar, have a good memory, you are borderline dementia.

Apologies Achaylus, what exactly is the lie that seems to have vexed you so? GW Trade terms forbid UK based retailers from shipping outside of the EU.

We believed we had identified a way to circumvent this restriction but subsequent changes to the Trade Terms have made realising that circumvention more and more difficult. We are still hopeful that a way around it can be made through continued discussion with Games Workshop and taking advice with third parties to effect a solution that everyone benefits from.


Automatically Appended Next Post:

Motograter wrote:
Still blocked on facebook, customer service my ass.

Just to clarify Motograter, our improving service does not mean that people that who posted offensive, inflammatory or threatening comments will be unblocked from our Facebook page. I do not know exactly what you posted to earn yourself a ban, but based on your comments here I suspect it was a combination of those three types.

Don't spam the forum

I'd like them to admit their issues without trying to justify it. The one time I ordered from them was several years ago but the order took roughly 2 months.

Don't spam the forum

Copying over here:

 Matthew wrote:
Move this if it's in the wrong forum.

About a month ago, I ordered a box of Daemons and a Resin Ork thingy from Waylandgames.co.uk. I. Was. Dis. A. Point. ed.
First of all, the money was sucked out of the bank account, as it usually is when ordering things. But, I received absolutely no confirmation e-mail! That's weird, but maybe they're just a bit slow? They've probably sent it by now!
I ordered on Wednesday the 22nd. After 5 work days, which according to them is the max shipping time, nothing had arrived. Not an e-mail, nothing. 5 days passed, another 10, another 10. I decided to e-mail them about it.
Their response? I don't have the particular e-mail in question, but their response was:

"We shipped your order this Sunday."
That's almost a month after I ordered.

Wayland Games, you get one Cheese out of 5.

I'm slowly starting to freak out that my 'last chance' Wayland order has now been lost in the post (making it 3 orders, 3 issues for me). Royal Mail, second class, apparently sent out last Monday.

Maybe I'm just being negative and it'll turn up tomorrow morning (though it's not like this is a busy period for Royal Mail right now...)

Anyhow... I'll keep folks updated.

Sent out last Monday?

Monday, 4th May?

Bank Holiday Monday?

Hmm, I somehow doubt that. Although that does mean that it isn't as overdue as you first thought.

That's what the shipping notice says. :p

"We are pleased to inform you that your order (#########) has been despatched via Royal Mail Second Class on 2015 May 04 11:38:38".

It'd be just my luck that it's been sitting on the doorstep of an Essex post office for a week.

Well, my understanding is that companies which rely on large quantities of post being sent will have one or more collections per day, as opposed to sending Dave the office junior down to the local PO 5 minutes before closing laden down like a Spanish donkey.

I'd assume that WG worked on BH Monday, and your order was picked and packed then, therefore their system updated the status to dispatched, but it is quite possible it wasn't actually collected til Tuesday.

It is still an unusually long time for even 2nd class post, but it has probably been 24 hours less than you feared.

I'm fully happy to admit I'm probably being rather paranoid.

 Stuart-Wayland wrote:


You only have to look back to see people making reference to the fact that they've never used Wayland, but then give their opinion anyway. The nature of forums means everyone is able to give their opinion. That does not mean that they all carry equal or (for some) any weight compared to the issues raised by real customers with real concerns. There have only been two customers on this thread who have a current issue that I could affect. There were also a couple pof comments by customers that had received improving service by us and a few by customers whoi had agreat experience with us. The rest is just people giving their opinion who are either uninvolved entirely or wish to pass comment on some aspect of the conversation.

Do I believe that we need to be better at communicating with our customers? Yes of course. Do we need to get faster at getting ordered goods out? Yes we are working on improving that too.

Do I need to stop taking the bait when the same faces make the same baseless allegations... probably.

Oooh! Me! Me! Me! Pick me!

I used to order from Wayland on occasion. However, I got burned by inaccurate product descriptions, slow shipping, poor service and being shipped damaged goods - with 101 excuses about how it could not have possibly been a Wayland Staff member that had done so, even accidentally (it must have been: The Post Office/Customs/My Cat/etc) and no effort to fix the issue until after I'd sent it back at my own cost (with an undefined "we'll reimburse you") as the backup. Since these issues, I've stopped buying from you and given all of my UK business to several retailers who are fantastic.

So I'm a real customer, who spends hundreds of pounds a month who formerly had real concerns until you guys took a dump on them. I don't seem to fit your limited criteria above, though. Unless formerly getting gakky service from Wayland and no longer choosing to buy from you simply just makes me a member of "the peanut gallery." Good job, and that.

Wayland rep, just stop really your just digging the hole deeper. May ask your boss to send you to a course on PR, because you don't seem to understand the concept. But, if the other guy that posted really is a higher up at Wayland, there is likely no hope.

 Stuart-Wayland wrote:

 Achaylus72 wrote:

 Stuart-Wayland wrote:
Further to the point about being unable to buy GW items from outside of the EU, the new website now specifically ensures you will be unable to buy the products in the first place. So it is much clearer for customers and the unfortunate incident mentioned earlier simply cannot happen again.

We are far from perfect, but we are making steps to improve. I understand that to a particular group that frequents these threads that nothing I say will induce you to shop with us again. That is your perogative.

As I've said before, we are always looking to improve. Many of the issues raised are months if not years old. It is difficult for us to demonstrate the improvements we are making to people with statements like 'never using your site again" but that is how it goes.If you haven't bought something from us in the last month or so then you won't have seen the huge strides made to improve our service.

That is an out and out lie of the highest order, how dare you come here and tell such lies, I'll give everyone here the truth.

YOU WAYLAND GAMES proudly boasted when GW slapped Northern Hemisphere retailers with their embargo, YOU WAYLAND GAMES found a loophole to bypass the loophole.
Not only that but YOU WAYLAND GAMES even set up a ROW section in the GW section and kept promising to add product, but never did, you told lie after lie that the ROW section would get up, never happened.

How dare you to come back now and lie your arse off, you really think folks have no memory retention, well I do and I'll tell folks what happened

My dear old dad once told me if you are going to be a liar, have a good memory, you are borderline dementia.

Apologies Achaylus, what exactly is the lie that seems to have vexed you so? GW Trade terms forbid UK based retailers from shipping outside of the EU.

We believed we had identified a way to circumvent this restriction but subsequent changes to the Trade Terms have made realising that circumvention more and more difficult. We are still hopeful that a way around it can be made through continued discussion with Games Workshop and taking advice with third parties to effect a solution that everyone benefits from.

After 4 years and you still are trying to circumvent the Embargo and you expect us to believe that you are in discussions with GW the company that effected the Embargo to find away to make folks happy. GW won't allow you to circumvent their Embargo, you know that, so are telling us another porkie again. You can't win on this, if you go through third parties, GW will react by terminating your trade agreement and sue your arse off, that will cost you plenty. You know damn well you can't circumvent GW without consequences.

Then what are you complaining so vehemently in the first place when it is clear that that is the case?

No about the sueing, that just sounds daft.

Stop getting your knickers in a twist, there are alternatives if you feel they are necessary.

 Stuart-Wayland wrote:

 Achaylus72 wrote:

 Stuart-Wayland wrote:
Further to the point about being unable to buy GW items from outside of the EU, the new website now specifically ensures you will be unable to buy the products in the first place. So it is much clearer for customers and the unfortunate incident mentioned earlier simply cannot happen again.

We are far from perfect, but we are making steps to improve. I understand that to a particular group that frequents these threads that nothing I say will induce you to shop with us again. That is your perogative.

As I've said before, we are always looking to improve. Many of the issues raised are months if not years old. It is difficult for us to demonstrate the improvements we are making to people with statements like 'never using your site again" but that is how it goes.If you haven't bought something from us in the last month or so then you won't have seen the huge strides made to improve our service.

That is an out and out lie of the highest order, how dare you come here and tell such lies, I'll give everyone here the truth.

YOU WAYLAND GAMES proudly boasted when GW slapped Northern Hemisphere retailers with their embargo, YOU WAYLAND GAMES found a loophole to bypass the loophole.
Not only that but YOU WAYLAND GAMES even set up a ROW section in the GW section and kept promising to add product, but never did, you told lie after lie that the ROW section would get up, never happened.

How dare you to come back now and lie your arse off, you really think folks have no memory retention, well I do and I'll tell folks what happened

My dear old dad once told me if you are going to be a liar, have a good memory, you are borderline dementia.

Apologies Achaylus, what exactly is the lie that seems to have vexed you so? GW Trade terms forbid UK based retailers from shipping outside of the EU.

We believed we had identified a way to circumvent this restriction but subsequent changes to the Trade Terms have made realising that circumvention more and more difficult. We are still hopeful that a way around it can be made through continued discussion with Games Workshop and taking advice with third parties to effect a solution that everyone benefits from.


Automatically Appended Next Post:

Motograter wrote:
Still blocked on facebook, customer service my ass.

Just to clarify Motograter, our improving service does not mean that people that who posted offensive, inflammatory or threatening comments will be unblocked from our Facebook page. I do not know exactly what you posted to earn yourself a ban, but based on your comments here I suspect it was a combination of those three types.

Based on what I have said here huh. Lol personal much? Actually it was a rather funny thing I said. Apparently you lot can`t take a joke even though no I wont say. It was one of your competitions win such and such amount of money to spend in store etc. I jokingly said only order if they actually have it in stock or youll never see it. Like I said funny but not according to the mighty WG. Not that it really matters, I mean how petty can a company be for blocking someone that made a funny. Though in fairness this thread just goes to show how bad WG have become with responses, customers, almost everything really

So, my models arrived yesterday.

That's models ordered in stock on 3rd of May, ready for shipping second class post on 4th of May (Admittedly, a Bank Holiday). It then arrived on the 14th of May. So, 11 days from ordering, for in stock items.


I've made up my own rules/suggestions for ordering from Wayland.

1) Never order anything time sensitive. And by that, I mean, plan for several weeks for orders.
2) Never do a preorder for multiple things released by different companies, or at slightly different times at once.
3) Never combine a pre-order and normal order. - Your normal order might end up holding up your pre-order, due to stock not being allocated. Ditto for any 'available to orders.'
4) Never order anything that has less than 3 items in stock remaining, just to be sure.
5) Don't delete your order confirmations / order list until after the product arrives. You may need proof if, for example, they send you the wrong paint shade.
6) You can have a catch 22 with emails VS phone calls. Emails provide paper trails, which is good. Phone calls are more likely to get stuff done. - Just hope it's the right stuff.
7) Always use a credit card as opposed to a debit card.


Much of that advice is true for any online store, to be fair.

Basically, Wayland Games have never left me out of pocket, which is a bit of a case of 'damning with faint praise' but it puts them above the other Online Stores I've used in the past.

At the end of the (many) day (s later), you will get your products for a competitive price, which is probably the most important thing to a lot of people, I guess.