Poor customer service

Yeah its shockingly bad and whats worse, get caught moaning about it you get a bunch of the fandom pounce on you making excuses like Covid is making them suffer. As if everyone else isn't affected by it at all!

Had an order for a limited edition book & one of the horus heresy maps. They oversold the book but decided they didn't want to tell me. Because everything is delayed, I gave them about 4 or 5 weeks over the time it was due to have it sent. Emailed them and was told that the book was all sold out, once I agreed to have it refunded the map would be sent. A couple of emails back and fourth later, now they've oversold the map. Complained and they managed to dreg one up from somewhere in the office. It finally arrives and it still takes another 7 days after arrival before they refund the for the book.

When brexit hit, they had a bunch of HH limited editions stuck in Germany but again didn't inform anyone. Chased and chased and got sick of not knowing what is happening after over a month. I Complain on my local facebook group (all types of wargaming, not a GW page) and the local store manager deleted me off facebook. The book did finally arrive after 4 months of sitting in the back of a UPS van. They only posted online about the issue a couple of months into it. Saw a lot of people being torn into for repetitively asking about what was happening on facebook as we were getting no answers via email.

My misses placed a HUGE order well in time for christmas delivery (weeks before their date for cut off) Order was massive and was mostly all backstock items showing as in stock- only new item was the limited overlord mini they put out, everything else was like old WFB minis under the new AoS listings. We finally got told that an item was out of stock- yet still being sold on the webstore. A week of back and forth emails asking for it to be refunded and the rest to be sent, we get another email that the original item is now back in but three other items are now out of stock (again still being sold on the webstore). We finally received her November order the last week of February. No real apology at all.

Necromunda tiles finally came back in stock a couple of weeks ago. People order lots and then loads of emails go out (including to me) saying the order cannot be fulfilled and they can't send out part orders. (Doesn't help that the stupid 'free' mini offer has been on, which has all these stupid rules about not sending it out or refunding for items unless you return it) They ask us to email what we like to do with the order. I ignore it for a bit as I've a lot on my plate and talking to them is the last thing I can be arsed to do, yet hours later a track your package email is sent and the package arrives. (I still think they oversold and hoped enough people would cancel so they could send out to those that didn't)


Not to mention the year and half of fighting to get my Sub to the hachette 40k novel partworks cancelled, who would only contact me when I went through GW customer service. Hundreds of emails back and fourth and me be threatened to be taken to court for their mistakes.


I know some of this is my own fault for still ordering from them, but honestly its become a drip compared to what I used to order from them. Now I buy a lot of 2nd hand stuff and after all the mucking about with Black Library books, I've stopped buying anything new other than the last handful of Horus Heresy books, The last 4 primarch books and the warhammer chronicle books (all of which I buy from resellers as and when I can) and once those part series are done, I doubt I'll buy any new books either. I've ditched buying any new AoS releases- we've enough to play the game happily for the next 20 years and not keep chasing editions. Necromunda I brought the tiles because I got a bunch of the new stuff cheap from gaming store but mostly have MDF terrain for building my table.


I've switch paint brands- there is only about 10 GW colours that I just haven't found replacements for. I've brought most of them in bulk before I moved anyway (I use those colours a lot and have a lot of part done projects) and I've finally got around to popping them in droppers to stop them drying out. Vallejo are brilliant and I've just started trying out some of the Army Painter stuff. As and when those colours show up in other ranges, I'll switch them out too!

Which is a shame, because customer service used to be GW's shining star. People complained about prices, people complained about releases, but it was widely accepted that if something was wrong with your purchase GW would make it right posthaste.

Ah, well.

Oh, my gosh! This kind of conduct is ridiculous! No other business could present themselves this way and expect to remain in business!

Yeah, it'd be helpful to know what countries people are experiencing this in -- Mottdon US obviously, but Mallo and Buxe I don't know.

I suspect it'll vary significantly on geography, and those of us in the UK have probably been sheltered from the worst of it.

I am in the UK, have noticed a real drop in customer service in the actual Warhammer stores in recent years, I remember when I was a kid 15-20 years ago that the staff members were always knowledgeable, keen to discuss any game/product but the last few times I have popped in to one of my two local stores the staff have almost been hostile because I am only interested in Blood Bowl or some AoS kits but mentioning they are for WFB when they try to sell me the latest army book for those kits.

Decided to not bother going in the store 10 minutes walk from me now, will stick to ordering online unless in sudden need of something.

I get why they may blank on me when I mention WFB since it is not a current product, although a more sensible staff member would realise they can still sell me a bunch of miniatures but the dismissive attitude towards BB surprised me though as it is a current game literally sitting on their shelf.