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So this is just a story I wanted to share with the community here.

I've been a customer of Miniature Market since 2013, and have placed more than a dozen orders with them in that time. About a week ago I placed an order with Miniature Market for various toy tanks, mostly Dust Tactics stuff for a random project. Through a series of events that was in no way Miniature Market's fault (or even the shipper), I did not receive the shipment. After a mildly draining process on squaring away the details related to that which I won't delve into here, I phoned Miniature Market just to see if there was anything that could be done; I was honestly expecting mild sympathy and an offer for a discount on a future order since, again, it wasn't really their fault. I spoke with Chris on the phone, laid out the situation and he very quickly and courteously attended to my issue and they shipped me replacements which arrived quickly and in good order.

The call itself was fairly brief (less than 10 minutes) and at no time did I feel like I was on trial or having to prove the circumstances which I really wouldn't have faulted them for given the situation. At the time the whole issue was mildly upsetting, so to be given such a gracious and kind response was and is greatly appreciated. There was a clear empathy for the situation on display, even with as brief as the actual call may have been. I have often felt that the mettle of any relationship is how it holds up when things have gone wrong, and for them to so quickly step up and set something right for their customer to me speaks volumes about the character of the company itself. They had numerous options that would have been judged to be objectively fair, but without hesitation took ownership of the problem and chose the solution which directly transferred the burden to themselves.

I know it's easy to fixate on the bad experiences in life, but I do think applauding those who go above and beyond is something that should be done. It goes without saying that I'm already lining up another order with them for near future, and I wanted to be sure to share my experience more broadly for those who were curious enough to click the thread.

Thanks for reading!

Thanks for sharing!

It is always nice to hear a good news story. I've ordered from Miniature Market a few times and was always happy with their service.

I've never had anything but a positive experience from MM and their customer service is top notch. I had a package from them stolen off my porch a week before X-Mas a couple years ago and they shipped out a replacement next day. All I expected was a sympathetic ear. Several other experiences in the same vein. I don't use them as much as I used to since they switched to SmartPost (takes up to 9 days to reach me now in MA), but I'm still impressed what a top-notch organization they are.

Nice! PP could learn from this

 Jehan-reznor wrote:
Nice! PP could learn from this

This is very true. I order specialty stuff from many different vendors because I'm not going to special order it from a store, wait 2-5 weeks and then pay full MSRP after driving back out there; in my world "in-stock is king" and then we'll look at price (and that approach does sometimes mean the sale goes to a LGS). In almost all cases, the stores online that I order from, most of which have a B&M presence as well so may not be the stores primarily targeted by PP and FFG, have stepped up whenever there was any sort of issue. I've not had any major issues with the local stores so it's not really fair for me to say they wouldn't step up in similar circumstances, but when they won't even negotiate a discount on prepaid preorders it's hard to feel as though they value the relationship with their customer.

I've already priced out what fully padding out my Team Yankee forces would cost. While that borders on "stuff for the stuff god" in that I didn't already buy those models because they were unlikely to see use, they still technically HAVE one. At the moment though I'm somewhat cash-poor (another reason why their reaction was appreciated) so it will have to wait a little bit.

Everyone at Miniaturemarket is top notch. I live 2 miles from them and have had great conversations with each one of them while shopping their dinged and dented section.

I only ever had one problem with a Miniatures Market order, where a box of AT-43 Therian spider-bot thingies got all mashed up in transit, irreparably breaking 4 of the 6 minis in there (there was a giant hole in the side of the box!).

One E-mail later and they sent me a complete replacement box.