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Not sure if this is the right forum but I thought I would give it a shot.

Any body else have any issues with these guys??

I ordered £169 worth of Tau and Dark Angels at the beginning of April. I had the compulsory "our items are not in stock, please wait till they are in stock before we can despatch" email. Keep in mind the website doesn't show item stock, which I find to be very misleading. I had an email 2 weeks ago to say the items had been despatched, and should take 3-5 working days to arrive. Obviously it has now been 10 working days, and any efforts to get a tracking number for my order with the courier have been totally ignored (read messages on FB and not replied, ignored emails, not answering the store phone)

Anybody else have these issues with them? What course of action should I be considering taking??

Speak with your payment provider - even if you paid by debit card, your bank or building society may offer some kind of buyer protection scheme.

I have ordered from their for years now and I have had no issues. My last order was about 8 months ago though.

I've used the a few times and whilst large orders can take a while to deliver (I assume they don't keep a large stock) I've never know them to offer anything other than excellent service.

I'm not sure what to suggest to you, you seem to have used every contact method I'd have suggested. As mentioned by torgoch maybe you should try your debit/credit card and see what they say.

I've spoken to my card provider, they have asked that I request a refund formally before I take any action. The email has been sent out, but I'm not expecting a reply any time soon.

You could also try twitter which they are more active on than facebook

https://twitter.com/triplehelixwar

(looking at their feed they've has staff illness meaning having to be closed on at least part of a dat and a shop re-organisation in april which may explain below normal levels of service)

I use them quite a bit, I had a problem once where part of my order was missing, I emailed them and they sorted it out for me quick smart.

I would advise give it a week while trying to contact them, if you hear nothing then see your card people or whoever your payment was with to dispute a transaction.

I will leave them some time to respond to my email requesting the refund. I wouldn't be miffed if it wasn't for them telling me that my order had been despatched, which is clearly a lie at this point

MonumentOfRibs wrote:
I will leave them some time to respond to my email requesting the refund. I wouldn't be miffed if it wasn't for them telling me that my order had been despatched, which is clearly a lie at this point

I would not be happy if I did not get a response after a few days let alone almost a month.

You never know, they might have shipped it without tracking or used a firm like myhermes, pretty unlikely but possible I guess.

Have you checked your junk email folder? I frequently find that their emails have gone straight to junk.

Also, triplehelixwargames@hotmail.com seems the most responsive address for them.


Automatically Appended Next Post:

 Rayvon wrote:

MonumentOfRibs wrote:
I will leave them some time to respond to my email requesting the refund. I wouldn't be miffed if it wasn't for them telling me that my order had been despatched, which is clearly a lie at this point

I would not be happy if I did not get a response after a few days let alone almost a month.

You never know, they might have shipped it without tracking or used a firm like myhermes, pretty unlikely but possible I guess.

They do use myhermes but I normally get a tracking number (last order with them was a fortnight ago).

Regarding the junk email, my confirmation of the despatch ended up in there. I received an email a couple of days ago from an employee claiming that the other staff member was ill, and to find out my order number so she could give my tracking reference. I replied with the order number, and have heard nothing since


Automatically Appended Next Post:
Regarding the junk email, my confirmation of the despatch ended up in there. I received an email a couple of days ago from an employee claiming that the other staff member was ill, and to find out my order number so she could give my tracking reference. I replied with the order number, and have heard nothing since

I always order from Triple Helix. They are fairly slow at most things but given a little time have always delivered for me.

It can be extremely frustrating waiting for models, I would be complaining if I was in your shoes.

Fingers crossed they sort it out for you, Keep us updated.

Used them once, took a while for the order to come through but they were apologetic and shipped the order in bits as stuff arrived.

Seemed friendly enough and certainly cheap enough, longer delivery time is the pay off for the lower cost - means lower stock holdings.

Not currently using them, but thats more because I'm not after anything I can't get faster elsewhere

Use them when I can, They have a very small shop so stock isn't always the best.