Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/29/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Games Workshop put out payment information on file, then placed the order and invoiced us for it without authorization. They failed to send all the product for the order that we didn't approve. They are non-responsive to outreach to discuss the issue.

• Initial Complaint

  Date:01/14/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday, January 13, **** I was attempting to purchase a copy of the Limited Edition of the novel The End and the Death Volume 3. Being somewhat familiar with the company's website mechanics, I got on their webpage early as I suspected there would be a queue in place. I waited approximately 40 minutes in a queue and received a notice at 15:43 (12:43 pm EST) that I was allowed to enter the website. I signed in to my account and began waiting patiently, as I know the company's new pre-order products typically go on sale at 15:55 (12:55 pm EST). I stayed active on the website browsing the company's existing inventory so that their page would see I was not sitting idle and taking up a "spot" on their page without the intention of conducting business.At 15:54 (12:54 pm EST) the company's site kicked me out without warning and returned me to the queue, presumably at the end of the line, despite my remaining active on their webpage. I waited for almost an hour and was able to get on to the product's page to attempt to purchase it, as there was no banner indicating it was sold out. When I attempted to add the item to my cart, I received a flashing message there was insufficient inventory. After a few failed attempts to add the item, I attempted to refresh the page, only to find the item had been de-listed as having been sold out.Games Workshop's queue system seems to be a half-hearted attempt to deal with sudden influxes of user traffic in conjunction with a weak attempt to combat book scalping. In this particular instance the system kicked out a loyal customer of over 15 years who has collected a large number of their limited edition books (I have the entire set of the Horus Heresy in hardback and also in Limited Edition for those books that had the option.) Their system seems to fail miserably at stopping scalpers - I was forced to buy one of these books off **** at over 500% markup in order to complete my set of Limited Editions of the Siege of Terra series.

• Initial Complaint

  Date:09/28/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am opening a complaint against Games Workshop for deceptive business practices. Specifically, the marketing of items described as "Last Chance to Buy" only to be released again. Items such as the Sicaran Battle Tank and the Deimos Rhino shown in the screenshot found on the website: https://www.forgeworld.co.**, were listed on the website as Last Chance to Buy. GW then released the same items with the same name in plastic instead of resin. The company did not disclose the items would be released in plastic. At the time the items were described as "last chance to buy", the items were priced as follows: The Sicarian Tank was sold for $144.00, the Rhino tank was sold for $72.50. The Sicarian Tank is now sold for $80 and the Rhino for $47. The company never disclosed the tank would be re-released nor did they disclose the items would be much cheaper to purchase, almost half of the value they were initially advertised as last chance to buy. There are many other items which I can provide examples of where the company practiced deceptive and misleading conduct.

  Business Response

  Date: 10/11/2022

  This is a new complaint about a purchase which has already been through review by the BBB. Please see case #******** for the initial complaint about this purchase. As with the initial complaint, this purchase was made on our **-facing website, paid for in GBP and delivered to an address in ******. Any subsequent shipping to the US was arranged by the customer post-transaction. The Deimos Rhino Tank was sold at 46 and the Sicaran Tank was sold at ***** (each), they were not sold to the customer at the dollar price quoted in the complaint.
  
  The resin Deimos and Sicaran Tank products were discontinued and sold as last chance to buy. We later released a new and improved Deimos Tank and a new Sicaran Tank product in plastic. Resin and plastic miniature kits are distinct products and significantly different materials with properties affecting the product. The difference in material is significant enough to make these distinct products, however there are also other significant changes in the new products. Some of the key differences are:
  
         New parts (e.g. the new Sicaran has parts for multiple crew options, new weapons and accessories which were not part of the old kit)
         Number and shape of components (the resin kits have fewer pieces, the old resin Sicaran product is a 44 piece kit, the new plastic Sicaran product is a 204 piece kit)
         Weight (resin is significantly heavier than plastic)
         Component format (resin products come on resin ***** whereas plastic products are on sprues)
         Clean up (resin pieces require different cleaning and preparation to plastic)
         Assembly (resin require superglue and plastic requires plastic glue, each behaves and bonds very differently during assembly. Resin kits are for more advanced users requiring use of saws and other tools to assemble, plastic kits are easier to construct requiring fewer specialist tools and techniques)
         Instructions (completely different assembly instructions because of the different assembly methods and number and shape of components)
         Manufacturing (completely different manufacturing process)
         Pricing (different pricing due to different manufacturing process)
         Age rating (resin is not suitable for under 15s, plastic is suitable for a broader age range)
         Transfers/decals (the plastic product comes with a transfer sheet with decals to apply to the kit, the old resin product did not have this)
         Packaging (resin products provided in bags in plain boxes, plastic products in full colour packaging)
  
  The old resin models can still be used by the customer in our miniatures **********************. The old models are still compatible with the rules sets and the models can be assembled, painted, displayed and used in games.
  
  The products are significantly distinct and the customer did have a last chance to buy the old resin products, which have not been sold since the final stock allocation ran out under last chance to buy. Attached you will find packing sheets of the associated kits (old and new) for comparison.

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18142896
  
  I am rejecting this response. You are correct, the items were bought in ***. The *** difference between the old and new Rhino and Sicaran tanks were 46 for the Deimos Rhino and the Sicaran Tank was sold at *****. The new price for these same items are 28 and ***** respectively. Again, no matter what the currency is, the SAME models are now roughly half the price. You stated in your response, you offered a "new and improved" version of the tank but yet you failed to disclose that a lower cost "new and improved" version was going to be offered in the near future to the consumer. A deceptive practice. Knowing a plastic kit was going to be released, you drove sales of the resin tanks advertising these as "last chance". Deceptive. Resin is more difficult to work with, heavier to transport, more expensive than plastic, and most importantly, creates a toxic dust when sanded. The preferred material for models is plastic. If the consumer has a choice between the same model in resin or plastic, the consumer will choose plastic. You knew this but yet still sold this models as last chance creating a false and inflated demand for these models as the consumer has no reason to believe they will be released again. Deceptive. You can say whatever you want about the tanks not being the same. however, every item you noted is pedantic. You continue to be deceptive even in your response. The fact of the matter is it is the SAME model. You never changed the name and still called it a Sicaran Battle Tank and Deimos Rhino tank because that is exactly what it is. If you compared these completed and painted models side by side, there is NO discernible difference to the casual observer. Saying anything else and trying to justify your actions are again, deceptive. The fact of the matter is, you sold items as last chance to drive sales then released a cheaper version of the SAME model without communicating this to the consumer. This was a pre-planned campaign based on deception. I will continue to escalate this until I can find an acceptable resolution. 

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/25/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 4th, I contacted the merchant to return items purchased. The merchant refused to accept a return of the items despite being within the return policy parameters. I then opened a dispute with my credit card in order to return the items back to the merchant. On 08/12/2022, the business claimed the new policy required the items to be in the current range. At the time of the purchase and return, this requirement did not exist on the merchants website: https://www.forgeworld.co.uk. Additionally, at the time of the order, the items were still in the current range. I am enclosing a screenshot of the return policy in effect at the time the items were attempted to be returned to the merchant. The screenshot is dated 06/09/2022. At the time the disputes were filed, the return policy was as follows: Whatever the reason, you can cancel or return any order to us for a full refund or exchange it for something else. All we ask is the product still be in its original packaging and that you have your proof of purchase and we'll be happy to help. Just contact our customer service team at ******************** and they will take care of this for you as quickly and simply as possible. The policy at the time I contacted the merchant and filed the disputes did not contain the words: it is still part of the current range. The merchant misrepresented their return policy to I am filing a complaint with the BBB based upon misrepresentation of the merchant on their return policy. I met all requirements contained within the merchants return policy at the time of initial contact and the merchant refused to accept the return. I am requesting the ability to return the items back to the merchant.

  Business Response

  Date: 08/26/2022

  Per the details of the complaint issued, the contact in question was made with Forge World, a division of Games Workshop. Said comms were conducted via our ** web store's Live Chat function. As indicated in client's supplied screenshot, our Returns page provides a link to our full Terms and Conditions. This can also be accessed via the left-hand menu column on the site. For ease of access, links to both our Returns and the T&C pages have been included below:
  

  - Returns
  https://www.forgeworld.co.**/en-GB/Returns-FW

  - Full Terms and Conditions

  https://www.forgeworld.co.**/en-GB/Terms-and-Conditions-of-Sale-FW

  Per our T&C, and as indicated in writing to the client previously, we do only accept returns on current range products (see point 8.2 below). The orders that they had indicated that they wished to return products from were comprised of items that had been discontinued; two of them purchased in late March and one from early April.

  8 Cancellations and Returns
  8.1 We hope that you will be happy with all Products purchased from the Website, however, if you are not, subject to condition 8.6, you have the right to change your mind and cancel the Contract at any time and for any reason within 14 days, beginning on the day after you receive the Products (Cooling-Off Period). Should you wish to do this, please follow the instructions set out in conditions 8.3 and 8.4, and you will receive a full refund of the price paid for the Products together with the costs of return as described in condition 8.5.
  8.2 If you are outside the 14-day Cooling-Off Period, we may still allow you to cancel the Contract provided that the Product is still in its original packaging, is part of the current product range and you have retained proof of your original purchase; however, please contact us in order to confirm what options are available to you.
  
  As these conditions were not met, we did not accept a return against these items.

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17775584
  
  I am rejecting this response because your return policy at the time of the return request stated the following: Whatever the reason, you can cancel or return any order to us for a full refund or exchange it for something else. All we ask is the product still be in its original packaging and that you have your proof of purchase and we'll be happy to help. I attached the exact policy at the time of the return request. There is no mention of the items being part of the current range. 

  Shortly after my return request and dispute with the credit card merchant, you changed this policy on your website to reflect the words: "it is still part of the current range". This is underhanded to say the least. 

  You misrepresented your policy to **** as your policy on https://www.forgeworld.co.uk/en-GB/Returns-FW was changed after I opened the dispute to obtain a ruling in your favor. I attached the exact return policy at the time of the return request. 

  I attached proof of this policy dated, June 04, 2022. 

  Sincerely,
  
  ***********************

  Business Response

  Date: 09/12/2022

  Per our original response, we too reference the very same return policy that is being indicated in the client's date stamped screenshot; it hasn't changed (same now as it was then). However, the client seems to be ignoring the terms and conditions of returns which are linked therein, which is present in both the client's date stamped screenshot and in the active link to our site, which can be freely accessed at any time. The specifics surrounding a return are detailed in full. For the sake of clarity and convenience we are reposting that portion of the original response below. This will include links to both our Returns Policy, our Terms & Conditions page, and an excerpt from the latter pertaining to returns (see below).
  
  - Returns
  https://www.forgeworld.co.uk/en-GB/Returns-FW

  
  - Full Terms and Conditions
  https://www.forgeworld.co.uk/en-GB/Terms-and-Conditions-of-Sale-FW
  

  Per our T&C, and as indicated in writing to the client previously, we do only accept returns on current range products (see point 8.2 below). The orders that they had indicated that they wished to return products from were comprised of items that had been discontinued; two of them purchased in late March and one from early April.
  8 Cancellations and Returns
  8.1 We hope that you will be happy with all Products purchased from the Website, however, if you are not, subject to condition 8.6, you have the right to change your mind and cancel the Contract at any time and for any reason within 14 days, beginning on the day after you receive the Products (Cooling-Off Period). Should you wish to do this, please follow the instructions set out in conditions 8.3 and 8.4, and you will receive a full refund of the price paid for the Products together with the costs of return as described in condition 8.5.
  8.2 If you are outside the 14-day Cooling-Off Period, we may still allow you to cancel the Contract provided that the Product is still in its original packaging, is part of the current product range and you have retained proof of your original purchase; however, please contact us in order to confirm what options are available to you.
  
  As these conditions were not met, we did not accept a return against these items.

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 17775584
  
  I am rejecting this response because again the merchant is not being transparent. Per the merchant's previous response, the merchant said the stated policy under the Returns page did not change. Again, this is not an accurate statement. I am showing proof the merchant changed the wording on the website.

  The old policy stated, "Whatever the reason, you can cancel or return any order to us for a full refund or exchange it for something else. All we ask is the product still be in its original packaging and that you have your proof of purchase and we'll be happy to help. 

  The new policy added the words, "it is still part of the current range".

  REVISED POLICY: "Whatever the reason, you can cancel or return any order to us for a full refund or exchange it for something else. All we ask is the product still be in its original packaging, it is still part of the current range and that you have your proof of purchase and we'll be happy to help."

  The merchant did this after I asked to return the order on June 04, 2022. 

  I have attached screenshots to confirm my statements above. 

  Business Response

  Date: 09/22/2022

  Per prior communications, the request for a return falls beyond the cooling off period as outlined in the Terms & Conditions, which is the basis for our stance. This can be accessed at the bottom of the returns page (hyperlinked text indicated by "Please click here for full terms and conditions"). Consistently, this point seems to be getting glossed over. The Terms and Conditions have not been modified, for sales or returns for either our US or ** websites, the latter representing the site through which this transaction was processed. For ease of access, that hyperlink goes here:

  https://www.forgeworld.co.**/en-GB/Terms-and-Conditions-of-Sale-FW
  

  See section 8 for Cancellations and Returns. 
  

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 17775584
  
  I am rejecting this response because, again, the returns policy on the returns page, with the page link specifically containing the word "Returns" mentions nothing other than you can return for any reason, specifically stating "whatever the reason". You then continuously noted through several responses you did not change this policy on the returns page, which I showed proof you have exactly done just that. You continue to be opaque noting some other obscure stipulations contained on a different page which may have in fact changed too. Interestingly enough this change on the returns page was made AFTER I initiated a dispute with my credit card company.

  
  Sincerely, 
  
  ***********************

• Initial Complaint

  Date:07/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since 8/5/2021 I have made 5 orders from Games Workshop for Limited Edition books at a value of $90+tax each for a total of nearly $500. All of these orders arrived damaged and upon reaching out to the company, they offered several different forms of compensation, to include $20 virtual voucher (online store credit), up to a virtual gift voucher for the value of the damaged book and allowing me to keep the damaged book. I have accepted the company's various forms of compensation on the first 4 orders.I received the 5th damaged Limited Edition book valued at $90+tax on 7/7/2022. I asked for a replacement and to be allowed to keep the damaged book. The company agreed and sent me another copy of the Limited Edition book. It also arrived damaged. I've wasted an inordinate amount of time documenting each issue and communicating with the company but no action has been taken to fix the problem. The company policy to provide a refund requires the customer to pay out of pocket to ship the damaged item back, and then the customer has to file a form with the company to be refunded for the out of pocket shipping cost. I refuse to pay any amount of money out of pocket to ship the product back when the issue is obviously systemic and persistent. The company is clearly negligent in addressing the core issue: their goods are either damaged prior to shipping or damaged in shipping nearly every time. I'm seeking a full refund and a commitment from the company that future orders will not arrive damaged.

  Business Response

  Date: 08/15/2022

  The reporting client had informed us on July 28th that they were going to be submitting a complaint to the BBB for the reasons outlined (numerous damages for book orders across the past year), and indicated that they looked forward to our response. We maintained this email, keeping it on file for reference, in anticipation of this case coming through; since they're last response didn't specify what they desired from the situation, we were content to action this through the BBB complaint upon receipt.
  
  In the "Customer's Statement of the Problem" field, the indicated details they outline regarding our correspondence with them are largely in line with our review of the email exchange (nothing to dispute). However, there is a practice issue that has at no point been addressed across the generic return messages offered to the client on their inquires over the past year, and that pertains to the return mechanics and how this was communicated to them. Our department accepts returns for web store purchases made from our business by mail (shipped back to our warehouse/ distribution facility) or these can be accepted at one of our corporately owned Retail locations (Games Workshop and Warhammer stores). For the latter, we do include additional instructions as we would need to coordinate with the local store manager, giving them foreknowledge of the customer coming to the store, goods to be returned/ accepted, and instructions to notify us upon receipt. This is important, so that our department can then arrange replacements, refund, credit, etc..
  
  A return made by mail is typically made at the sender's expense, although if proof of expense is documented and provided, then we can issue a virtual gift voucher as credit for any expense incurred. The problem here is that this wasn't a voluntary "I changed my mind/ no longer want this item" type of return request, but rather reported as products arriving damaged. While we typically offer to replace damaged goods where possible, these are all limited edition books, and thus stock is finite and we were unable to do so for many of them. A return for refund request made under such circumstances (damaged product that cannot be replaced) should not be up to the sender to cover the expense, and a call tag should have been offered. This is simply a matter of our department notifying our Logistics team who would produce a return label through **** which is sent to the client by email. As this pattern was displayed across a series of emails with the client, and from numerous CSRs, we've documented and reported this to our department supervisor for additional follow-up and re-training. The majority of our external inbox emails are fielded by our ** **************** team, being much larger, than our own. Our local US team has mostly provided store support since the start of the pandemic due to our business growth in that time. In ******, we're our business is headquartered (globally), they have a free post system for returns, whereby any post office will accept commercial return shipments (RTS) at no cost to the sender, which is a concept that simply doesn't have footing here in the US. We clearly need to get proper messaging between our teams into alignment given their growing involvement in answering customer queries from our inboxes.
  
  As it pertained to the "Desired Settlement" field, only Refund was included on the letter received, and since both the "Customer's Statement of the Problem" and the customer's prior correspondence spoke broadly about both the newest issue and revisited past occurrences, we were unclear as to if the refund request was for all previously reported damages (including those replaced and/or for which the client already accepted compensation) or if it was specifically for the newest order only. With that in mind we replied to the client's last email to us to confirm, so that we knew how to in turn issue our response to this email. The client issued a prompt response, a portion of which is highlighted below:
  
  Two items as follows:

  • A full refund for: ***************************** Edition from order XXXXXXXXXXX (hidden for privacy purposes)
  • A commitment from Games Workshop that future orders will not arrive damaged

  
  With the above confirmed we initiated a full refund for the indicated item (processed today- August 12th). This should post back to client's original payment method within 3-6 business days.
  
  Regarding the second point, we are still awaiting a response from our department supervisor. Distribution, Logistical, and Shipping changes to policies/procedures falls beyond the remit of ****************, so this was being picked up with the relevant departments. We'll look to provide an additional follow up on this from next week.
  
  We understand that if this falls beyond the date range allotted that it may result in the case being posted as Unanswered. We acknowledge and accept any conditions of our tardy response, but would still like to offer our response to the customer (regardless of how/if it is posted by BBB) if that is possible.
  
  Kind regards,
  

  
  
  --
  ***********************
  ******************
  

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17635569
  
  I am rejecting this response because:

  The response was satisfactory in that it addressed the first portion of the complaint and the business agreed to refund my latest order. However the primary concern in my complaint has not been addressed, the fact that nearly every product arrives damaged due to poor packaging in shipping. The company stated in their response:

  "Regarding the second point, we are still awaiting a response from our department supervisor. Distribution, Logistical, and Shipping changes to policies/procedures falls beyond the remit of ***************** so this was being picked up with the relevant departments. We'll look to provide an additional follow up on this from next week."

  The company has not provided an additional follow up. Had the company responded in a timely manner to the complaint, they would have had sufficient time to address this issue within the allotted 14 days to file a response. 

  Due to prior history with this company, detailed within the complaint, I cannot trust that the core issue has been, or will be addressed in any way. After extensive email communication with the company during the last year, I have no fewer than 6 times identified the distribution, logistical, and shipping issues that directly contribute to the ongoing problem. In all cases, my input has been ignored, and the issue persists. 

  Regards,
  
  ***********************

  Business Response

  Date: 08/29/2022

  The original BBB complaint was received by letter (no BBB originating email or associated portal access), and our response was submitted by email to the assigned case manager. We issued a follow up email on August 15th with the following, which is our response to the outstanding concern from this customer:

   

  Regarding the client's second point ("A commitment from Games Workshop that future orders will not arrive damaged"), we are unable to offer definitive guarantees that products will not arrive damaged. We seek to ensure that no item is shipped from our facility in poor condition, and observed damages will be removed from inventory when detected at both the point that stock is first received into our warehouse and when it is attempted to be picked against an order. Any exceptions that do slip by are documented and reported to our Warehouse staff for review.
  
  As it pertains to damages incurred in-transit (as part of the shipping process), these are also documented, logged, and in turn reported to our Logistics team. In this scenario, the client did provide photos of the damages, which reflected impact damage to the edges and/or corners of the hardback books in question. These have all been sent back to our the appropriate teams as feedback for review. The cumulative order and shipment data is sent over and reviewed to look for patterns; be it with a destination, specific carrier method/ service type, specific product, box type used, picker/ shipper ID for the reported order, etc.. In this way we can reassess our carrier services, identify possible training issues, reassess packing and/or shipping materials, etc..
  
  Ideally, we'll have the opportunity to be able to earn this client's trust back.

• Initial Complaint

  Date:05/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on the 4th because they claimed 5 working days. I've attempted to contact them multiple times trying to figure out what is going on but I seem to get different answers whenever they get back to me that is. I keep saying that all I want is my order in a reasonable time. The website states 5 working days as it shows on my receipt. It's now running on 2 weeks since I placed my order Soni would like someone to actually tell me what is going on.cuz this is a little silly that I don't know where my purchase is. Also they should be able to expedite shipping being such a large company.

  Business Response

  Date: 05/25/2022

  Business Response /* (1000, 5, 2022/05/22) */ The customer's listed email was used to find the aforementioned correspondence and identify their purchase (not listed in this case). This refers to a Games Workshop US web order, and communications have primarily been fielded by email via our US inbox. The first email contact was made on May 7th, the client then sending two further emails as replies to the same chain (both on the 10th), with our team issuing our first response on May 11th. Back and forth communications continue through the 16th, including a further three responses from our team. A fourth involved forwarding to our Logistics team to escalate the inquiry. A note left by a CS rep on the 20th indicated that the client had called back and spoken to the rep directly, and it indicated that a follow query had been sent to our Logistics team. The order has dispatched and can be tracked at Ups.com using 1ZRXXXXXYWXXXXXXXX. The client should have received an automated dispatch notice of this, but we will be replying on our existing chain of communication to better ensure the client is looped in on the status of their order. Given the preceding delays, we don't want an automated email going to spam complicate matters further. Consumer Response /* (3000, 7, 2022/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I hadn't received an email since the 16th like I had been told that I would receive and only received the same response any time that would call. I can't help but believe that the only reason that I even got a response now is because the BBB got involved. Until I have the order in my hands I will be keeping this complaint up as I don't want to have to fill out a new one if more issues come up. I'm not holding my breath but hopefully some time this month my order will arrive.

• Initial Complaint

  Date:05/13/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order# o1953303633 I purchased an item listed as "in stock" through their website. The item never arrived. I contacted GW by email asking about the status of my order. I was told it was no longer in stock and that I had 2 choices; wait until it is back in stock which they could not say when that will be or they could refund my money which would take 3-5 business days. I asked for a refund and it never came. I have asked 3 times by email and 1 time by phone for the refund but they have not followed through. It has been 3 weeks since the purchase and 2 weeks since I first asked for the refund that they offered me. I want my $182.75 back, but they will not follow through on their end.

  Customer Answer

  Date: 05/13/2022

  See Attachment/File: Screenshot_20220513164121_Yahoo Mail.jpg

  Business Response

  Date: 05/17/2022

  Customer's claim is largely accurate as presented. Several of the responses were received within a 24 hour window, which is outside our advertised response time, but that's very much beside the point. The gist of the issue is the that our team failed to properly diagnose the reason for the hold on the client's order, mistaking it for a back-ordered item rather than a supersession. The ordered product could not be fulfilled due to a stock shortage (inventory discrepancy between website and warehouse), and this SKU discontinued.
  
  As this product was never going to be restocked, the initial comms with the customer took the conversation in an improper direction. Upon review of the issue reported on this case, we poured through our prior email correspondence and reviewed the order for context. In doing so we identified our mistake. The item the customer ordered was recently relaunched following new releases and an update to that product line (following in the weeks since their order was placed). Specifically as it pertains to ********* order, the model purchased has shared components with another miniature previously offered in our range. As part of the relaunch, our business restructured both kits into one, adding additional content, so that you get more content and material in the box set (for the same price) and the option to build either variant. This has an internal benefit of reducing our stock footprint at the warehouse, distribution, and retail levels. Products undergoing a supersession normally only feature an update to the box art and occasionally the accompanying documents (instructions and/ or rules datasheets). This case was a bit more peculiar as we consolidated two model sets involving two sets of parts each (one of common/ shared components) into a single kit. In this way, it actually involves an increase in goods provided.
  
  To correct our mistakes for the customer we took the following steps:
  
  - Set the original order to removed, since we could not complete a direct cancellation (issue of it being released due to the aforementioned stock discrepancy).
  
  - A manual refund was initiated through our web store merchant processor back to the client's original payment method, which should post back to their account within 3-6 business days.
  
  - As a gesture of goodwill, we have also arranged for the new iteration of the product to be shipped to ******* free of cost; to be processed and shipped under order ID ***********.
  
  - A call was made to ******* on the afternoon of May 16th to bring him up to speed on our subsequent investigation, and we've since emailed him back today (May 17th) to confirm that the refund was submitted today as previously discussed.
  
  - Once the refund has been received by the client and they've received order o1967989307, then we will consider the matter resolved.

  Customer Answer

  Date: 05/19/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  GW has refunded the money; it is showing in my account as of this afternoon. They did go a bit further and are sending me the product I ordered as well, free of charge, and it is scheduled for delivery tomorrow. Thank you to ***** at GW for the thorough explanation of everything that went wrong with this order, his quick response to this situation, and restoring my trust with their online services.