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So I wanted to pick up some Forge Fathers and decided to do it before the end of the year just in case there is any silliness with No Deal Brexit.
I ordered the Forge Fathers Starter Army, as I really like the Steel Warriors minis and do not like the Brokkr or whatever the orange suit wearing guys are, along with some Veermyn drills and a pack of Mules for my Steel Legion.
Unfortunately, when I got the order I had a "Forge Fathers Reserve Force" which has lots of the Brokkr, no steel warriors, and some other stuff I did not want.
I contacted Mantic and their Customer Service dude was super nice, and agreed to send me out the right stuff.
Sure enough a couple of weeks later I got a package. But when I opened it, it was a Deadzone Forge Fathers Faction Starter...which is still not what I ordered, and contains yet more Brokkr!

So I have to send the poor Customer Service rep another email, and honestly I am a bit worried he will think I am out for extra stuff! I just want the remaining 20 Steel Warriors as I can cobble the rest of the original order together out of the two boxes I have been sent, and really they were very prompt with the first problem. I feel bad because I actually like Mantic and want them to make money, but I can honestly say I have never had the experience of being sent the wrong thing TWICE on one order with any other company!
Do they not have a proper system for processing orders?

I never got a wrong order twice

I had my fair share of mis-backed items (usually similar named stuff), yet opening a ticket always resolved the issue for me

yet I haven't ordered something during the last months so I don't know if things got worse or not or if this is a one time thing and you had just bad luck

My friend got a mispacked Necron Monolith once, double side sprues, no front/back sprue.

By the time he was done with CS, he had a little crate of extra side sprues they kept sending him.

People thought we were rich cause we had cut up Monoliths on our bases for years.

You can sometimes get batches of misspack issues because most of the time companies sending replacements for a whole misspack will just pick another off the shelf. So if they had someone on staff making mistakes then you can get a run of them one after the other. Document it with photos and inform them and don't feel bad.

If there are any of those "your package was packed by" or a packing number or slip then include that as at least then the company can trace who in their packing team is causing the issues. It can at least let them retrain/oversee/let go staff who are having issues.

Heh, good to know I am not alone with this then.
I sent the customer service rep another email. He seems like a nice dude, so I feel a bit bad, but ultimately I just want the minis I ordered!

I figure there must be someone not paying attention down in the warehouse, but it really has cost them a bit of money at this stage so I hope they sort it out!

That's definitely frustrating! I don't order from them direct a lot but i've had one mispack, where i ended up with a bunch of extra nightstalker leaders in addition to what was already there. Strange but i couldn't complain.

I hope you get this issue sorted out!

Thanks!
Well, as it happens I have not really had it sorted out. Contacted them again and have been waiting for over a month for a resolution...

Getting a bit worried now with the likely chaos at British ports that I am going to be paying customs on this as well. Feels bad too because I realise this is the Christmas period and they are likely very busy, but I just want my steel warriors!

Oh well. I hope they get it sorted out. A bit disappointing though, I was hoping for a straightforward order and receive process!

I came upon this thread while searching the web about this specific problem with Mantic since I'm dealing with it right now... I placed 2 orders with them in october and november, both had missing items/mispacks. They assured me they'd send the missing items but so far I don't know if they even shipped anything yet.

I've been waiting for 6 weeks for the missing parts from my first order, and my last message to them was 2 weeks ago and hasn't been answered. They did tell me they can't issue refunds, which rubs me the wrong way considering they've had my money for months while they can't even provide an ETA when I'll get my missing parts. I'm currently sitting on 100 GBP worth of miniatures that I can't fully assemble. I can be understanding about these things, but this kind of customer service is disappointing to say the least.

I'm also skeptical about companies who blame shipment delays on the postal services. I've placed about 20 orders for miniatures/supplies with various stores/companies in Europe since august (including multiple in the UK), and the only ones who have unusually long shipment delays are the same ones who have mispacks and who take several days to respond to messages. It's a shame because I had heard mostly good things about Mantic before ordering from them. I was looking forward to their soon-to-be-released ratmen army, but this is putting me off from buying from them.

I hope you finally got your stuff Wraith09! I got mine after 4 months. Luckily for me they seem to have gotten in before the Brexit Iron Curtain fell, so I did not end up paying extra.

So in the end, I waited 4 months extra but got an extra 10 Steel Warriors, Artillery Piece, Tank and Dreadnaught, as well as 10 extra power armour wearing Dwarves and a whole bunch of the Brokkr minis I don't much want.

Kinda can't complain about that now that I finally got my stuff, but man I hope Mantic sort their issues out because that must have wiped out any profit from their sale to me!

This issue could be with their inventory system. I had a similar issue with GW where I kept calling customer service, telling them the part number I was missing, and receiving the same incorrect part. Turned out someone put the wrong part under the correct part number (which is why I always got the same parts.)

Mantic seems to be okay with fixing their mispacks. The lockdown isn't helping things though. Currently waiting on a few missing parts from my Armada starter that I can't finish my Orc fleet without.

Yeah, it definitely seems to me like they don't have a proper system. I got stuff that was similar to what I ordered in name, but totally different in content. So I figure someone was reading the name, wandering down to the warehouse and grabbing what looked like it fit. There should be a system with codes or something to prevent that.

They were responsive, and they were definitely disrupted by lockdowns and so on. I can't fault the customer service rep, he was decent. It really seems like a system problem.

I like Mantic, and have bought stuff from them over the years and generally been very happy. I have everything made for Dungeon Saga and I really like it, I have a huge Mantic Undead army, I have the old Dwarf King's Quest and I have a bunch of their dwarves as well.

So I felt bad that they basically lost any profit on this sale from me, because I do want them to succeed!