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Other Stuff => General Wargames and Hobby Discussion => Topic started by: Byblos on October 14, 2018, 06:18:34 PM
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Hi !
I made a (big) order with Foundry on 27 of August
3 weeks later (On 19 of September) , i send an Email to Foundry because the order is not here (i'm french and the Foundry order are here 2 weeks later maximum)
A woman named Lucy told me that with the customs it could take 2 weeks more (!?) so i wait ...
On the 3 , then 6 , then 10 of October i sent Emails to them because the order is not here, but they don't respond to me anymore :?
(Nearly 2 monthes now from the ordering)
Do you know another Email adress (i sent them these email to the Email adress on their WebSite) to Foundry !?
I open an PayPal reclamation but they don't react :?
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I don't know if this will help but I had a similar problem with Foundry recently.
Placed my ordered, waited a while then got a message it was sent (to the US)
and I then waited for 5 -6 weeks to get my order. They told me the same thing
about customs.
However, I did get my order in the end.
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Well, maybe it's a good new for me
What is concerned me is that they don't respond anymore to my Emails :?
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Exact same thing happened to me. Eventually got my stuff.
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Foundry is usually very good, so I’m surprised and disappointed to hear this!
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I couldn't understand ...
Since August , to complete my main projects , i made orders from Redoubt, Castaway Arts, Victorious Miniatures, Indus Miniatures and Footsore : yes they are smaller orders than those from Foundry but they all are here in France in less than 15 days, so it's not the customs !!!
There is only 2 manufacturers - Black Tree Design (but it's usual >:D) and Foundry wich are so delayed !
Is the Foundry order really on way to my house !?
Is Foundry have some big problems (and if so i think it's important to tell to their customers) !?
I love Foundry because they make some very useful, unique and very interesting range !
Some of these ranges are fundamental for my main projects (Portuguese in India, Boxer rebellion) and i use to work with their paints !!!
I need to make another order to complete my Indians / Bahmani but i'm afraid to make this order : and if the minies never reach my house !?
I'm not so rich and i could'nt waste my money, it's really an issue :?
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I have had the same problem at the beginning of the Summer. When the order arrived, it was incomplete. I made them aware of that and told me they would send the missing item (a paint bottle) when re-stocked. I received it past Tuesday. It was 3 month delay, but I got it in the end.
By the way, Brexit is not in effect yet. There are no customs between Britain and the rest of the EU. As for lame excuses go, this must be one of the lamest.
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Perhaps this is unrelated as I haven't been ordering from Foundry itself lately but I've noticed that since some months ago packages from UK begun taking notably longer to reach me in Finland - before it used to take 8-9 working days, now it's well around 20 days.
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Perhaps this is unrelated as I haven't been ordering from Foundry itself lately but I've noticed that since some months ago packages from UK begun taking notably longer to reach me in Finland - before it used to take 8-9 working days, now it's well around 20 days.
Same here. A shipment from Warfare took 18 days -usual turnabout, 7 to 8 days- and from Helion took 19 days -normally, 5 to 8 days-. However, from Fighting15s, Warlord and Footsore it took the expected 7 days.
The works of UK postal service are really misterious.
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Yes, but here i made my order 2 monthes ago, and Foundry no longer respond to my Emails :'(
I don't know what to do ...
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Well : received this morning
"Hi Manu
I'm sorry about my late response and the delay with your order!
We will get a replacement in the post for you tomorrow
Best wishes
Lucy"
Wait and see ;)
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I placed an order for a few pots on paint on the 8th October expecting it to arrive within a couple of days.
So far nothing has arrived. I have sent two emails both to different Foundry Email addresses on Monday, neither of which prompted a reply.
So I phoned them yesterday and was told by the gentleman on the phone they couldn't help me as the order dispatches he had in front of him didn't go back two weeks... how convenient!
He said he would look into it, so I will wait another week and see if they arrive. I felt completely fobbed off. Next time I will not be so obliging if it hasn't arrived this time next week.
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I received my order yesterday !
It took more than 2 monthes but i have it, finally ...
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Congrats!
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I received my order yesterday !
It took more than 2 monthes but i have it, finally ...
To be fair, looking at their response, they sent it out to you already but it never arrived with you.
Not yours or their fault. I can't help but feel for companies when this happens though. If it's a large order, it's always worth going with tracked, especially if ordering from overseas IMHO.
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The problem is , as far as i remember, Foundry don't propose tracked orders ...
And yes they sent to me a new package as the first was lost, but the problem is first a communication problem who let me in doubt too longer !
But aniway , the problem is solved (with some difficulties indeed) so i will make new orders (but smallers orders) from Foundry in next monthes/years :)
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Yup, certainly. They should have gotten back to you sooner.
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Interestingly, I have also experienced issues with a Foundry order recently, had to go through paypal to get it resolved in the end, but no communication from the company.
At the moment, Foundry is not the company we have come to know and trust over the last 20 odd years :(
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Following my post last week I have still not received my order or any email or follow up from the Foundry. I will phone them again today then open a dispute via Paypal.
Not acceptable from what uesd to be a very reliable company.
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did you have any luck getting through Malamute?
I phoned them yesterday with reference to getting a small number of missing pots fulfilled from a large order of paints I made in late september - the guy I spoke with (second time, after first discussing it on the 'phone last week - emails generally haven't been answered) said he needed to ok it with his manager and would get them out today - I said I'd call again to confirm, but the 'phone isn't being answered ... He did say they'd be getting ready for the Crisis convention however.
I should stress that I've placed 4 orders over the last 5-6 wks and have received everything in reasonable time apart from these 'not in stock at time of ordering' (which I was informed of) paints ...
It's just that the same gentleman has assurred me they've had their paint supplies in some 2 wks or more ago, so I can't work out what's going on.
on top of that I've placed a 5th order a week ago for some figures and other paints, am going to be away from later next week, and their packages don't fit through a letterbox ...
c'mon Foundry! :)
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No reply on the phone today.
Two emails remain unanswered and a call last week which did not give a satisfactory response. Basically I was told by the chap who answered the phone he did not have access to orders placed two weeks prior so couldn't help. He assured me he would follow it up.
My order will be a month overdue next week. I have ordered from the Foundry for the last twenty odd years and have always received the order within two or three days which is why I am suspicious of this situation today.
Incidentally my order was also for paint, only three pots. I was not informed anything was out of stock when I placed the order or called last week.
I have contacted Paypal and opened a dispute so we will see if Foundry respond to that.
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I've not made many orders with them before these last few weeks, but it does seem odd if you were used to such good service previously.
I think you're the third person in this thread alone talking about opening a paypal dispute, which must surely be worrying for them, let alone customers.
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I usually pop over in person, a day out for we retired types you understand, but past experience was always good with mail order. Most recently I was unwell, so ordered via the website: nothing for over two weeks. I rang up and the order was resent, arriving in two days. Judging from the size of box they use now I can’t see it being lost or misdirected, but hard to accept it was stolen enroute. Hope your outstanding stuff appears soon.
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Same here. A shipment from Warfare took 18 days -usual turnabout, 7 to 8 days- and from Helion took 19 days -normally, 5 to 8 days-. However, from Fighting15s, Warlord and Footsore it took the expected 7 days.
The works of UK postal service are really misterious.
To be fair, your order was sent priority tracked and signed so should have arrived within a week. I know a number of EU customers have had long waits - four to five weeks is not unknown - for standard airmail. I suspect that a lot of so called airmail to Europe goes by lorry, and arrives at a mail/customs hub where it sits until someone gets around to dealing with it. In my experience France is particularly bad when it comes to postal delivery times, judging from the number of emails I get from customers enquiring about their orders.
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Situation doesn't make much sense to me - and while respecting the fact that the OP finally got his order, I think most people reporting order problems in this thread are UK based.
I mean, they appear to have a dedicated mail order dept (and shop) with at least two staff - it isn't a one-man-band situation.
Going to the Crisis convention implies they're hardly about to shut-up-shop and yet they're letting orders linger to the point of customers opening Paypal disputes?
can't understand it - hope things are alright with them, and this current situation can get sorted.
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Just send a small order to Foundry then saw this thread which is worrying.
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Just send a small order to Foundry then saw this thread which is worrying.
Let us know if it turns up?
Since I filed the Paypal dispute yesterday Foundry have still not responded to Paypal. ::)
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To be fair, your order was sent priority tracked and signed so should have arrived within a week. I know a number of EU customers have had long waits - four to five weeks is not unknown - for standard airmail. I suspect that a lot of so called airmail to Europe goes by lorry, and arrives at a mail/customs hub where it sits until someone gets around to dealing with it. In my experience France is particularly bad when it comes to postal delivery times, judging from the number of emails I get from customers enquiring about their orders.
Maybe it's that so, but I always have a consistent great service from you, Ian; especially in shipping times. Oddly enough, your postage is not higher than charged by other companies. Mind that I didn't intend my comment as a criticism to Warfare or Helion, as both companies have a good customer service (in my experience) and a delay of a couple of weeks is not that much either.
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regarding my order/s:
phoned again on Monday - spoke with Lucy this time; true to her word I've received both the outstanding paints from my original order, and my most recent one, today.
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regarding my order/s:
phoned again on Monday - spoke with Lucy this time; true to her word I've received both the outstanding paints from my original order, and my most recent one, today.
Lucky you, I've had nothing, no response via Paypal either. ::)
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really odd situation.
might be worth another call and asking to speak with her (if necessary)?
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Maybe, but there comes a point when I think why should I keep chasing them. lol
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Maybe, but there comes a point when I think why should I keep chasing them. lol
I perfectly understand that :?
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Let us know if it turns up?
Since I filed the Paypal dispute yesterday Foundry have still not responded to Paypal. ::)
I got a card through to collect it yesterday. I will pick it up after work today. Assuming all is well with the order that's about 8 days - so pretty good.
I spoke to someone yesterday at Foundry and they said they had been having issues with the Royal Mail.
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I spoke to someone yesterday at Foundry and they said they had been having issues with the Royal Mail.
I'm pleased your order has bee relatively painless.
They may well have issue with the post office, but the fact they don't reply to Emails or phone calls to advise customers they are having problems is the reason for my frustration. I've now waited one month for my order. During that time they have failed to respond to five emails, sent to both their Email addresses. During the one phone call from me they answered the person on the phone could not have been more unhelpful if he had tried. all he was concerned about was getting me off the phone. When I called last week no one picked up the phone.
They can blame the Royal Mail if they like, but I suspect there is a bigger issue here. Interestingly so far they have not responded via the Paypal dispute either. We'll see what happens this next week...
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Apparently, they had three bags of mail going missing and are playing catch up - no excuse for not communicating but perhaps they were non-plussed?
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Just for closure I have received a response from Paypal saying they have awarded in my favour and have recovered my monies from the Foundry and have refunded it to me.
Such a shame, I will not be ordering from them again in the future. Any purchases will have to me made at shows from now on as I absolutely no confidence in them at all. ::)
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To be fair, looking at their response, they sent it out to you already but it never arrived with you.
Not yours or their fault. I can't help but feel for companies when this happens though. If it's a large order, it's always worth going with tracked, especially if ordering from overseas IMHO.
tracking is the way reputable companies ship
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Even within the UK I go for tracking where available. Though UK tracking tends to be only a few Pounds at most. However, if its more substantial I'd put the order off for a while to justify it.
Tracking if anything helps when dealing with countries where the delivery times can be fairly long, and allows you to say "uh, what", when your order suddenly starts going the wrong way all of a sudden ("Why is that order I placed from Moscow now in the Asian part of Russia?" - OK, we'll resend it, our mail service must have messed up).
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oh shit :o I just ordered from home, I should have read this post before :?. I hope everything will be fine for me. never had any worries before with foundry
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15 days after my order, still received nothing ... :-I I sent an email will see if they answer me :?
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I´ve usually made orders to Foundry to Spain and I´ve got my stuff in 10-12 days.
My last order was shipped on 22nd november. Last week they answered my e-mail to tell me all is fine and my order will arrive in 3-4 weeks.
Today, 34 days ago from shippment, and I still have nothing.
I will send a new e-mail this week.
It´s a pity, because I love the figures from Foundry, but I don´t know if I will ever make an order again.
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this news is not likely to reassure me. I planned to place another order but I will abstain damage :?