What would you do?

[Fereian]

Hello

This is my very first post in this forum and hopefully not my last, to tell you a little about myself I am a 29 year old guy from Denmark, so that would explain my bad English. When I was around 11 years old I became interested in the Warhammer universe and started playing the game with some friends. I did that till I was around 20 years old. Two years ago I found this website and instantly became interested in the hobby again this time not so much in playing the game, but painting and sculpting. So I have been on this site for some time peeking around checking pictures of all the cool miniatures posted, I wish I had just had half the talent that some of you have.

Well this is not the actual reason for this post. So to make things as short as possible, I have a little issue here. I have been shopping at Wayland Games for some time now they seem to be cheap when it comes to their products and delivery, so I am very patient since they are slow when it comes to delivery. Well I have been shopping from them for some time now and for the third time I have experienced that they create a refund for some of things that I ordered, because they are out of stock. The last order that I placed was two weeks ago, I used their free shipping voucher code. Now yesterday I received an e-mail saying that my order was shipped but two of the things that I ordered were refunded, because they were out of stock. So I wrote them back asking them if they couldn’t withhold my order and restock those two things so I would receive what I ordered in the first place, yes of course they could restock, but they would have to send them separately since the rest was shipped, which means that I have to pay shipping for something that I used a free shipping voucher on. I don’t think that’s fair to the customer, the least they could do was to give me the choice if I wanted a refund or wait another week.

What would you do?

 

[RuneBrush]

I've recently found the same too. I've been using Wayland for quite a few years now, almost from their inception but in recent months their overall performance has been very poor. I've cancelled the last 3 orders or so due to stock issues and speed of turn around and currently refuse to use them for anything I can get elsewhere.

Did you receive an e-mail telling you that the out of stock items had been refunded due to stock before they dispatched the order?

 

[Fereian]

Well I am not sure they know what they are doing. I recieved an e-mail with an invoice and a message that my order has dispatched, but the next day I recieved an e-mail saying that my order has been dispatched (that day) and that I would get a refund for the unavailable items.

So I would asume no, it would have been after they dispatched.

 

[RuneBrush]

Well I am not sure they know what they are doing. I recieved an e-mail with an invoice and a message that my order has dispatched, but the next day I recieved an e-mail saying that my order has been dispatched (that day) and that I would get a refund for the unavailable items.

So I would asume no, it would have been after they dispatched.

To be honest their whole website set up has sucked from day one and the new store doesn't seem much better - the speed of it is appalling too. They also seem to have a policy where any item ordered that has been out of stock for 2 weeks gets cancelled - this seems like an automated process so the customer doesn't get informed and then the order suddenly gets dispatched with certain elements missing before they can intervene.

Really difficult situation as they have honoured the free shipping on the in-stock element of the order so really all you have is a case of (very) bad customer service rather than them having done anything that isn't allowed. You could argue that you wouldn't have placed the order if some items were out of stock, but that could end up with them agreeing to do a complete refund and you having to send the order back.

If I were in your boots I'd chalk it down to experience but write a complaint to them - I've found them to be very good at responding when you actually contact them - it's just their automated set up that sucks!

pete

PS - welcome to the forum

 

[Duende]

If I were in your boots I'd chalk it down to experience but write a complaint to them - I've found them to be very good at responding when you actually contact them - it's just their automated set up that sucks!

Welcome to the forums, Fereian! Your English is better than a lot of people I know who have been speaking it all their lives.

I've never ordered from Wayland Games to have any opinion of them, but knowing how some companies work, they will probably tell you your free shipping voucher is good for shipping one shipment, so if you have an order required more than one, you are responsible for paying for the subsequent shipments. What sucks here is that you weren't given the option to hold your entire order until all pieces could be shipped together, or just ship in pieces whichever items were available (like Amazon does if you ever ordered from them.)

But I agree with Runebrush, since your order has already been partially shipped and your voucher applied to that, that the only thing to do is contact them and politely express your displeasure that a "ship only when complete" option isn't available upon ordering. Maybe they'll be nice and give you another voucher, or they may give you a "too bad, so sad" kind of reply, but at least you now what kind of service to expect form them in future. "Buyer beware" and all that.

Are there any other places to order minis from? I live in America so I have a bunch of stores bookmarked (I haven't bought minis in a long time so some of my sites may no longer be active). I've gotten various types of service from different ones, maybe your should shop around other sites.

The forums are a good place to ask around, hopefully some of our European members can give you some more buying options.

 

[Fereian]

First of all, thank you for welcoming me to this forum. And I did as you suggested I wrote them yesterday and they replied soon after. I could order the two things again and they would refund the shipping cost, so thats good, i'm quite happy about that. Their website still have some issues, but their customer support is good. I'm still on the lookout for other stores in the UK or Europe that can supply me and my obsession with this hobby. It is kind of sad that this hobby is rather expensive in denmark.

 

[Dragonsreach]

It is kind of sad that this hobby is rather expensive in denmark.

And the UK, however its more rewarding than football.