RESOLVED experience with Peter Pig

[HerbertTarkel]

Was rather surprised that I had a bad - horrible - experience with Peter Pig.

Ordered some minis, changed my mind - sent an email right away to ask that it be cancelled. Two more emails followed.

I got ZERO RESPONSE. Then a shipping notice.

Won’t order from them again if they ignore after-sales requests - regardless.

Less oink.

[Fitz]

Frankly, that surprises me. I've had nothing but excellent service from them for years.

[HerbertTarkel]

Frankly, that surprises me. I've had nothing but excellent service from them for years.

I was very surprised too - they have (had) a very good reputation. Still, they blew this transaction.

[Vis Bellica]

I've never had anything but the very best of service from the Pig. I would put this down as a one-off aberration and keep buying from them.

[AKULA]

Ordered some minis, changed my mind - sent an email right away to ask that it be cancelled. Two more emails followed.

I got ZERO RESPONSE. Then a shipping notice.

Won’t order from them again if they ignore after-sales requests - regardless.

Out of interest, what was the timeframe between the order, and the shipping notice?

[Silent Invader]

Out of interest, what was the timeframe between the order, and the shipping notice?

Good question.

And if the buyer was overseas then time of day also matters

[HerbertTarkel]

Out of interest, what was the timeframe between the order, and the shipping notice?

About four days. Ordered on the weekend (Friday night), sent my emails through the weekend, and if fast shipping counts, the parcel left today. So apart from not wanting the order, the upside is they did ship fast. 

[Cholmondely Percival IV]

FWIW I've had a couple of similar experiences, i.e. attempting to cancel an order within minutes of placing it, with no effect. Neither was with Peter Pig. The solution, if any, appears to be to contact the company by telephone rather than email in this situation as one of the companies concerned subsequently told me that orders are given priority and emails read later. The other case was very different and the company concerned behaved despicably in my view but as it was not wargaming-related I won't go into detail here.

I believe you are located outside the UK, so a phone call may not have been practical in your case, but it's worth bearing in mind that smaller companies may simply not be able to respond to communications as quickly as one might assume, though one would certainly imagine that four days would be sufficient.

[HerbertTarkel]

Yeah, calling from Canada is pricey.

And four days - three emails - no response.

[Cholmondely Percival IV]

I agree it doesn't look good and understand your frustration. Obviously I have no idea what the reason may be but a complete failure to respond after such a length of time shouldn't be considered acceptable in any circumstances.

[FifteensAway]

There is a possibility, given the order went in Friday evening, that the PP crew was at a show and that was their priority.  Did you check to see if that was the case?  And did you follow up with Martin, he used to list his personal at home email as well as business email and may still do so?  Perhaps you can work something out with him.  Or it could be, if not at a show, he took the weekend off.  I'm pretty sure he's entitled to some time away.  While I understand the angst, the timing as you've laid it out suggests a variety of solid reasons for the order going out.  I think we all want our orders processed as quickly as is possible most of the time.  Also important, has Martin reached out to you beyond the shipping point in time after reading your emails?

Sometimes we lot of gamers can be rather impatient - which is odd in a hobby that requires boundless patience to get from concept of a period to be taken up to having the painted figures on the table ready for a game. 

Hope it all gets sorted to the satisfaction of both parties.

[HerbertTarkel]

Well, I replied to the confirmation email. And to an email “for any issues”, so not sure what more I could have done. I have no social media presence - I would not have known if there was a show or not. I don’t keep track of the shows - it’s too far (and wet) of a drive from Canada.

Anyway, it’s about $150, to make a return would be $25, so not really worth it now.

If someone has an email - multiple emails - they should check it. This happened over a weekend, but Monday, Tuesday, Wednesday were all working days? Three days.

Hopefully the minis will live up to my expectations. It’s been a long-nascent goal to do an RCW project.

[FifteensAway]

Was just reading around the Peter Pig site earlier today and one comment I saw regarding shows (Colours this weekend) was that they aren't bringing a lot to shows these days because Martin's, the proprietor, health isn't up to it.  I know he had a heart attack a few years ago.  Perhaps this has some bearing on responsiveness as well.

I've been wondering what happens to Peter Pig if he can no longer carry the torch.  Hope it survives in someone's capable hands.

[Panzer21]

I reached out to Martin on the RFCM forum and his response was:

Here is the situation.

1. Customer makes order.
2. Customer wishes to cancel order.
3. E mails went to spam. My fault; we do get a lot of spam (150 a day on average, mainly folk who want to work on improving our website).
4. Peter Pig offers to refund half order price and customer retains order.
OR
Customer can return order and Peter Pig will pay full postage cost.

Hows that?

martin

Personally, I think this is an extremely generous offer on Martin's behalf.

Neil

[HerbertTarkel]

Got the email from Julie from PP this morning.

Exceptionally generous, and definitely resolves the situation!

For the record, I declined their refund offer - wasn’t right, despite what happened. They offered to do something else, which I accepted, and will make me a Piggie customer again.

Like, oink.