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So I understand GW is busy due to the whole Nurgle plague issue but it is insane how bad their customer service system is. Currently it’s a 10 day wait to even get a response from them via email. When you do get a response it’s usually very vague. Due to the poor response you waited 10 days for, you then you have to wait another 10 days to get a response back for your second email. So now it’s been a total of 15 days of waiting on an unresolved problem... I think if I got my pen and paper out, wrote a complaint to a small company in Ethiopia it would take less time. Why do they not have a priority system? If you wait 10 days to get something resolved it should be resolved on that day.

Additionally there is no tracking number given out. Why!? Their customer service said they would let me know when my order ships yet I got no message whatsoever. I only found out it shipped by messaging them and waiting 10 days. By then it had already been shipped out 20 days ago...

My message to anyone looking to order online right now is to absolutely avoid doing so. Their system is so overloaded right now you will likely not receive anything for months and will be kept in the dark about everything.

I have never seen such bad customer service in the past 3 months in my life. Seriously for a company of their size they could really stand to do a lot better and we as customers deserve better for paying so much for plastic... Day 90 of waiting for a replacement order for a faulty sprue.. love it.

Seriously??? They are trying to catch up on the HUGE back log of orders. There have been days where they have stopped selling because they have so many orders. Just grow up and have some patience

NobleGunner wrote:
I have never seen such bad customer service in the past 3 months in my life. Seriously for a company of their size they could really stand to do a lot better and we as customers deserve better for paying so much for plastic... Day 90 of waiting for a replacement order for a faulty sprue.. love it.

You haven't lived long.

Sorry but 10 days between replies is not acceptable. Imagine if every other company took that long. Maybe they should not have opened the web store yet. 3 months now... all things considered is I’m quite patient but I’m shedding some light on how bad their system actually is right now. Why or how could you defend that?

War Master Marterix wrote:
Seriously??? They are trying to catch up on the HUGE back log of orders. There have been days where they have stopped selling because they have so many orders. Just grow up and have some patience

GW is not a company run by a few dudes in a garage.

I'm not worried about it.
By the time I need to order anything direct from them they'll have gotten things sorted on their end.

Yet some people who ordered when the webstore reopened have received their goods, so it is worth ordering.

I emailed Customer Services last week asking if my Lt Amulius and limited release Sister could be amended to delivery to my home address rather than the store option. No reply yet.

The order I placed last week hasn't been dispatched when others have received theirs.

I could rant but, you know, these are definitely first world problems in this age of global pandemic.

Reduced rather than poor Customer Service is a small price to pay if it means those staff members are protected and relatively safe. But then, I'm not rating my access to plastic crack above anyone's safety.

I emailed them on 29th April and received a reply just over two hours later. I placed an order with them on the 1st May and it arrived 12 days later.

I currently have 5 support tickets open with Microsoft for Teams issues - one hasn't been updated for 11 days (and we pay for support). Everyone who is still open and trying to function is backlogged.

I've not had any major problems with orders. They've taken a bit longer than normal, but that was highlighted on the site. I wonder if the customer service backlog is from people querying order status? 10 days seems like a long time to me but it also seems like others are getting much quicker responses so maybe just bad luck?

You have to realise that along with your question are likely thousands of others being fired into their email system. That's before you consider that a lot of them might be repeat emails sent by people who got impatient and fired off another. Sometimes this act alone can quickly double or triple the apparent backlog of emails to reply too and can grind the system to a halt even if the number of people asking question is actually manageable.

GW is likely getting emails every time their store disables to stop orders for the day; people asking when X will be back in stock; when their order will arrive etc... From the world over.



At the same time they've likely got staff working from home where possible, this might mean that they've fewer people actually working support channels at any one time.




10 days is a long time, but in the greater scheme of things and during the current crisis its not unreasonable. Heck I've noted multiple companies (big and small) that have had issues with the current climate in getting back to people or moving things forward.
Heck even just dealing with a postal problem GW might be having to look up and contact the postal system which are also overloaded in the extreme in most countries. So there could be another delay to any reply and might explain why others are getting replies earlier than you.

Also your country isn't the UK so it might be that the support email for your region is different and could be even more understaffed. Noting that if they are handled by central GW it might be that they've fewer "overseas dedicated" people so, again, this might be why some are getting through faster whilst yours are getting through slower.


In the end I'd say patience is all you've got, you can't shout at this or rant or demand. Patience and trust in the fact that GW has for most of its lifespan, had some very top rate customer service

If it makes you feel better the retailer I have a second job at shut down its 1-800 number so as a customer your only option was to argue with a chat bot. That company is more like $10 billion a year in revenues, to compare with GW.

Any open retailers are just buried in customers every day so support is naturally going to take longer. Potentially much longer. Think of it as Black Friday, but every day for weeks, for the staff. Even when sales are not as high additional requests for support, more online/curbside order picking, more cleaning, etc., makes the total workload very high. If you want to get a feel for what that is like on the other side I would suggest taking a look at something like r/retailhell. I promise that your 10 day wait cycles will not feel so terrible.

Firstly, tracking.

When placing an order (and reading terms) it states you aren’t given one unless you opt for their top shipping.
I believe this options isn’t there currently either.


As for emails, they are on skeleton staff and most working from home.
They are also likely being spammed by emails in regards to these orders, store openings etc.

It’s an unprecedented situation, expecting anything is pointless.
I’ve placed a few orders with varying companies and I’m just waiting to see.
No point hounding them about it.

These guys want your cash so they want orders out, they are hardly sat there ignoring it all.

OP mentions a replacement sprue ? It's worth pointing out that in most countries GW's willingness to deal with such issues if the president duct was not bought from GW directly goes beyond the legal requirement as typically the retailer should be dealing with it.

Right now if the company isn't supp,ting an essential service then my expectation is that I just get the order eventually and that's it.

Ordered , they despatched 8 days post order , goods received 2 days after that, some orders are getting through.

Mate. . . . I work for a car dealership, and will say this:

I've got customers who've been waiting on backordered parts since March 18. I've had another customer who's had necessary parts for their vehicle on order since April 2, but the warehouse its coming from is prioritizing overnight orders, and we were told just friday to expect an ADDITIONAL 21-29 BUSINESS days before it moves in the warehouse. The company that is supposed to supply me with factory parts, cannot get its gak together to get basics like air filters to me. . . There's an open recall that I CANNOT order parts for, because they will "send seed stock to pull from", but they won't send out that "seed stock" in the first place, so we're pissing off customers when telling them "sorry, we cannot do the recall at this time because corporate is shafting us"


You're complaining about models, which are not in any country I'm aware of, deemed "essential goods/services", unlike automotive repair. Maybe take a breath, and have some perspective.

I've placed 3 orders with GW since the store online reopened and all of them took 10-14 days to arrive.

2 of those contained aerosols which adds a bit of extra time.

10-14 days is a lot longer than is usual but totally within the 28 days listed on their website, and I am old enough to remember ordering before the internet existed and 28 days was standard.

You can complain about a lot of things where GW is concerned but customer service is not usually one of them.

These are unprecedented times and sadly in UK (England in particular) companies big and small are struggling. This is mainly due to conflicting/confusing policies issued by government.

The GW customer service team are probably mostly working from home and I don't doubt are absolutely swamped right now.

Sadly, GW's priority right now has to be getting orders taken and shipped.

Replacement parts are probably triaged all the way to the bottom right now. I know that it isn't right under normal circumstances, but these are not normal times.

Usually, I'd have had a 'Your order has been shipped' message, even with the cheapest postage. My order when they re-opened the webstore didn't get one. It just turned up.
I expect that the number of staff they have back is far below normal, and the shipping process is being skipped to get boxes onto lorries.

Also, "I only found out it shipped by messaging them and waiting 10 days. By then it had already been shipped out 20 days ago... ". This sounds like you were messaging them when they were closed down. I expect there will have been no staff answering emails at all through part of that time.

I'm hoping that the out of stock items I ordered a couple of weeks ago have been put aside for me. I'll not be happy if I ordered something that has been in stock until now, and now I'll have to wait potentially weeks or months for them.

I've had companies take a month to reply to CS queries when there wasn't a global pandemic and quarantine that completely wrecks work flow even in something as simple as a two-desk office room.

 lord_blackfang wrote:
I've had companies take a month to reply to CS queries when there wasn't a global pandemic and quarantine that completely wrecks work flow even in something as simple as a two-desk office room.

I once sent a general interest email to a company - 1 year later I got a reply back! I'd actually forgotten all about it and was actually impressed they'd replied after so long.

NobleGunner wrote:
I have never seen such bad customer service in the past 3 months in my life.

There may be a reason for that.

 Fenrir Kitsune wrote:

NobleGunner wrote:
I have never seen such bad customer service in the past 3 months in my life.

There may be a reason for that.

There is no reason short of something outrageous like, say, a global pandemic that could excuse such poor customer service.


Hang on.....