Does WarGames Foundry ever reply to email?

[A_Train]

I didn't really know where to put this, but since I only look at WarGames Foundry for their Street Violence line I decided to go with Future Wars.

So like the title says, I am trying to find out if there is any hope to trying to contact Wargames Foundry staff via email.   I found an only thread on TMP that suggests maybe there is no hope, but the thread is 6 years old.   

I recently placed an order with Foundry, and while Paypal confirmed my payment, I did not receive any sort of Order confirmation from Foundry itself.  That was friday, I decided to give it the weekend.  This morning I received confirmation for not one, but two seperate orders I did not place, where I was the billing address but not the shipping address.  I'm not sure what to make of the orders, but neithe rmy credit card nor paypal seem to reflect Foundry's claim that I am the billed address.   I'd really like to resolve this issue by email but 15 hours later, I have no replies from the 3 emails I sent this morning.   

Anyone have success contacting them?

[marianas_gamer]

Sorry, they have never replied to any of my emails.
LB

[archangel1]

Which email are you using? Whenever I contact them on sales@wargamesfoundry.com I usually get an answer within 24 hours, if not sooner.

[Dr Mathias]

I received two packs missing pieces. After a month of no response (using the customer service email, maybe every two weeks) I ended up sending a query to every email address on the Foundry site, whether it had a customer service function or not. Next day I got a reply and had the replacement parts about a week later.

[A_Train]

I sent a message to both sales@wargamesfoundry.com and customers@wargamesfoundry.com.   Your claim that you usually hear back within 24 hours is giving me a little hope, though it is held down a bit by marianas gamer response that the have never replied to any.

Hopefully tomorrow brings a response.

EDIT: It took about 20 hours, but they did reply, and cleared everything up.  I guess they're not so bad, heh.

[AKULA]

So your original post was about 3am UK time, saying you'd emailed them 15 hours earlier, so your email was sent around lunchtime UK time.

They say they will reply within 24 hours, and you got a reply in 20 hours - in otherwords, they didn't reply the same afternoon, (presumably because they weren't just sitting there waiting for your email, but actually working), and then got back to you first thing in the morning, within the 24 hours.

Do you reckon next time, it would be worth just waiting a little while....say a whole day, before posting on the internet, that they hadn't replied to your email.....?

We are talking about toy soldiers, not a heart transplant

 

[Commander Vyper]

Charging!!!

clear!!!

baaaaaaaaaatummmmmm!!


BLIP BLIP blip...we got an output.

 

[A_Train]

I wouldn't have even emailed them if the issue was regarding my order.  The real cause of my emails, as was mentioned above, was that Foundry was informing me that I was being billed for over $400 (CAD) of product I did not order, and was being shipped to someone that was not me.   I wanted clarification on that, and given the situation, I don't think its unreasonable that I was ansty after half a day.

And I wasn't really starting the post to rant and rave about not receiving an email back, but I wanted honest feedback from people who had dealt with Foundry before, as Foundry has a bit of a reputation as 'the bad guy'.  I wanted hope that they would reply, so that I wouldn't have to resort to finding a way to contact them via phone instead.

Also, I didn't know they had a claim of responding to all emails within 24 hours.  Someone in here made that claim though (good thing I started this post, as now everyone can know that). 

[AKULA]

Wasn't looking to have a pop at you, just making a point that just because a company has email, and a website, it doesn't mean that they have an army of people just waiting to respond to emails.

Even a miniature company, with the number of ranges that Foundry has, is literally run, by a couple of guys in an office, who are also responsible for the shop, and packaging orders etc.  The overwhelming majority of Miniature companies, with the exception of GW, and a handful of others, are tiny operations, not multi-national corporations, so don't treat them as such.

Whereas a decade ago, people would happily wait for a response, many seem to think email means that a reply should be instant (or that it is the only email they get).

Given that its a UK company, you are in Canada, and the time that you said, you sent your email (ie lunchtime UK time), you were effectively expecting a reply in a 5-6 hour timeframe (as after that time, they would have been shut for the night).....

No offense, but I wonder how much of various miniature companies "bad reputation" just comes from gamers with unrealistic expectations posting threads like this, on the internet.