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This topic contains 20 replies, has 10 voices, and was last updated by Private Snafu Private Snafu 2 months, 3 weeks ago.

Viewing 21 posts - 1 through 21 (of 21 total)
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  • #111229

    Doug Melville
    Participant

    I thought I would write a short blog post about my experience with Black Tree Design.

    It always surprises me just how brilliant most wargames companies are; they genuinely seem to be run by games, for gamers.  So here’s my BTD story:

    https://aleadodyssey.blogspot.com/2019/03/black-tree-design-order.html

    #111233
    Rhoderic
    Rhoderic
    Participant

    From what you said about wargames companies being brilliant, I was first expecting a blog post in defense of BTD.

    I’ve literally waited years for BTD items to arrive, though they finally did after I kept e-mailing reminders. The latest order I made from them was after I had heard from other customers that the company was back in gear again and promptly fulfilling orders, contrary to its previous reputation. This was maybe three years ago. It didn’t turn out to be a problem-free experience after all, but at least it wasn’t as bad as the previous time before that (which was over ten years ago by now). “Inconsistent” is how I would describe this latest experience. There were long periods of silence, and other times when I would receive prompt, apologetic replies to new reminders which I sent, and which finally resulted in my receiving the missing items.

    Deranged though this may sound, I’m considering ordering from them again. They have stuff I still want. But, by this point I have no illusions over the risk involved. If I order, it will be an act of foolhardiness. Maybe I’ve just developed a numbness to pain in this regard, given that BTD is hardly the only company I’ve had this general kind of trouble with.

    I hope you get your miniatures.

    #111236

    Doug Melville
    Participant

    My comment was based on an observation that this is literally the ONLY wargames company that I have ever dealt with where this has happened. I have heard all sorts of stories, “oh the UK company orders stuff that has to come from the US”, sickness etc. If that’s the case, then it would be much more honest for the guys in the US to fess up. I thought I was dealing with a supplier with a UK business, not a reshipper of US products with limited stock on hand, dependent on the next cargo shipment via seaborne freight from the US when their caster can get round to it.

    #111237
    fairoaks024
    fairoaks024
    Participant

    I haven’t received a Roman regiment I ordered from them in the xmas offer from Dec 2017!

     

    they can not be trusted.

    #111240
    Krieghund
    Krieghund
    Participant

    Wouldn’t touch them with someone else’s barge pole.

    #111241
    Ruarigh
    Ruarigh
    Participant

    I ordered from them once. It took over a year to get everything I ordered and when it did turn up there were several miscasts in the package, such as a horse with only three legs. I was not impressed but the pain of chasing them up made it seem not worthwhile to try to sort that out. Despite the fact that they have some great figures in their ranges, they will never see a penny of my money ever again.

    Never argue with an idiot. They'll only drag you down to their level and beat you with experience.

    https://emidsvikings.ac.uk/
    #111264
    willz
    willz
    Participant

    What disgusting service, I sell  the odd item on ebay and never post an item later than two days after I have received payment.  With modern technology and this inter net thingy wargame company’s have no excuse not to have posted your paid for item within a working week.

    “Ba hum bug” to Black Tree Design I won’t be buying any of their stuff.

    Willz.

    #111277
    Mike
    Mike
    Keymaster

    and this inter net thingy wargame company’s have no excuse not to have posted your paid for item within a working week.

    I guess that depends how much of a backlog they have due to items being out of stock and holding back an order to ship it all at once, or a backlog from being busy, and or having to cast/paint items to order and so on?

    #111280

    Doug Melville
    Participant

    That’s all fine and well Mike, and I don’t mind a week or two, but three months with no communication, and no replies to emails?  Anyway, as someone said, Paypal have now extended their dispute period to 180 days, so I have raised a dispute, and will hopefully get my money back to spend with a more reliable vendor.

    #111284

    Ian Marsh
    Participant

    What disgusting service, I sell the odd item on ebay and never post an item later than two days after I have received payment. With modern technology and this inter net thingy wargame company’s have no excuse not to have posted your paid for item within a working week. “Ba hum bug” to Black Tree Design I won’t be buying any of their stuff. Willz.

    The interface with the customer may be all modern and internety, but the technology used to produce figures is still ancient. 🙂  The default position in U.K. consumer law is still that a mail order company has 30 (presumably working) days to get your order to you, unless its terms and conditions state otherwise. Those days of “allow up to 28 days for delivery” are still here.

    Few wargames businesses, even some of the big ones, seem to pay attention to the legal requirements for their websites.

    BTD, I understand, uses a contract caster for its figures, which would add to the time taken to get figures made if they are out of stock. A contract caster will fit orders in when it can, and this may lead to substantial delays. The key here is good communication with the customer.

    Ian
    Fighting 15s
    www.fighting15sshop.co.uk

    #111285
    Count Belisarius
    Count Belisarius
    Participant

    I ordered stuff in their pre-Christmas sale as well. I chased to get an ETA on delivery and was told they were waiting on some parts of the order. I agreed to wait. After 7 (I think) weeks I gave up. I needed the stuff for a project  I asked for a full refund, got it promptly along with an apology and a free pack of Vikings in the post – which came quickly. Not an ideal outcome but I did get communication and felt the apologies were genuine.

    I’ve just ordered a couple of packs I need for a game in May. I’m hoping they get their act together this time.

    Something is amiss in their processes and needs sorting. They do some great figures and have some good deals. But a good deal is only good if you get it…

    We shall see what happens…

    A

    #111289
    willz
    willz
    Participant

    What disgusting service, I sell the odd item on ebay and never post an item later than two days after I have received payment. With modern technology and this inter net thingy wargame company’s have no excuse not to have posted your paid for item within a working week. “Ba hum bug” to Black Tree Design I won’t be buying any of their stuff. Willz.

    The interface with the customer may be all modern and internety, but the technology used to produce figures is still ancient. 🙂 The default position in U.K. consumer law is still that a mail order company has 30 (presumably working) days to get your order to you, unless its terms and conditions state otherwise. Those days of “allow up to 28 days for delivery” are still here. Few wargames businesses, even some of the big ones, seem to pay attention to the legal requirements for their websites. BTD, I understand, uses a contract caster for its figures, which would add to the time taken to get figures made if they are out of stock. A contract caster will fit orders in when it can, and this may lead to substantial delays. The key here is good communication with the customer.

    I should have also added that if manafactured items are not available good communications with the customer also helps.  As you point out 28 days for delivery is the UK law, wargame monies for most wargamers are finite so prompt delivery I would assume helps for return custom?

    Having bought items from yourself Ian in the past your service is promt and efficient,  as are”Ian Hinds of Hinchcliffe”, “Colonel Bills”, “Footsore miniatures”, “Crann tara Miniatures”, to name a few of the wargame related businesses I have used over the past year.  All of them provide an excellent service and keep the customer informed, plus the items arrive quickly.  As you point out keep the customer informed and good communication.+

    Willz.

    #111291
    willz
    willz
    Participant

    and this inter net thingy wargame company’s have no excuse not to have posted your paid for item within a working week.

    I guess that depends how much of a backlog they have due to items being out of stock and holding back an order to ship it all at once, or a backlog from being busy, and or having to cast/paint items to order and so on?

    Your are correct Mike and I do understand that at times delays in process can occur, but good Communications with your customer and a realistic time scale for delivery also helps.  Over 3 months and not deliver the item is very poor service.

    Willz.

    #111302

    Doug Melville
    Participant

    All right. An update. A package arrived from BTD. Not the complete order, but at least something.

    #111303
    Mike
    Mike
    Keymaster

    That’s all fine and well Mike, and I don’t mind a week or two, but three months with no communication, and no replies to emails?

    Yeah that is not at all good, I was just responding to the post about things being sent within a week with no excuses for anything longer.

    #111304
    Mike
    Mike
    Keymaster

    Over 3 months and not deliver the item is very poor servive.

    That is being generous I reckon.

    #111836
    Count Belisarius
    Count Belisarius
    Participant

    Well, mine arrived today. Small order and I assume from existing UK stock. Nice figures.

    Hope they start getting things in order.

     

    #111837
    Private Snafu
    Private Snafu
    Participant

    I got a shipping notice yesterday for my order from Jan 30.

    ___________________
    http://moveshootassault.blogspot.com
    https://sites.google.com/site/miniaturemachinations

    #111841
    Count Belisarius
    Count Belisarius
    Participant

    My shipping notification has just landed in my Inbox… 🙂

    #111869

    Doug Melville
    Participant

    Well, an additional pack of figures arrived. So I now have most of my original order, (still short one LMG pack) but I have received an additional email from John which was very apologetic and offered to send additional figures to compensate. I still have the Paypal dispute pending, which requires a response by 11 April, but they are making all the right noises.

    #111904
    Private Snafu
    Private Snafu
    Participant

    Better still they are out for delivery! Voot voot!

    ___________________
    http://moveshootassault.blogspot.com
    https://sites.google.com/site/miniaturemachinations

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