Halandaar Posted October 1, 2020 Share Posted October 1, 2020 I made an order for some back issues at the beginning of August (it said they were in stock). I've got my confirmation email, so the order was received. I still haven't received anything in the post though - is that the normal level of customer service from Hachette? I've been trying the website this morning but it times-out constantly. I understand Covid is making this kind of service slow at the moment but it's been 2 months now... Is their phone support worth bothering with? I always have great success getting in touch with them via the message option on their Facebook page. Burni 1 Back to top Link to comment Share on other sites More sharing options...
Black Knight Posted October 1, 2020 Author Share Posted October 1, 2020 Emailing them had become quite reasonable at twoish days for a response(Compared to the 3 months it was a year ago :D). I would definetly get in contact with them, I bet you'll find they are out of stock :( and forgot to tell you... Link to comment Share on other sites More sharing options...
Burni Posted October 1, 2020 Share Posted October 1, 2020 Emailing them had become quite reasonable at twoish days for a response(Compared to the 3 months it was a year ago :D). I would definetly get in contact with them, I bet you'll find they are out of stock :( and forgot to tell you... Yeah, eventually I found the email address. See what they say but I’m expecting a ‘sorry all gone now’ response. Do they normally just cancel it automatically at that point? Link to comment Share on other sites More sharing options...
Xenith Posted October 2, 2020 Share Posted October 2, 2020 I've had back issues ordered since start of Aug also, and messaged them using their system pretty much every week - at this point I've given up, where the sole customer service person they have has told me that the back issues are out of stock, and they have no idea when or if they will ever be restocked. Burni 1 Back to top Link to comment Share on other sites More sharing options...
Burni Posted October 2, 2020 Share Posted October 2, 2020 I've had back issues ordered since start of Aug also, and messaged them using their system pretty much every week - at this point I've given up, where the sole customer service person they have has told me that the back issues are out of stock, and they have no idea when or if they will ever be restocked. So they accept a load of orders on products that are in stock and but idon'thave enough stock to cover them? What a way to run a business. I'll need to go a check if I've already been charged, if not I'd rather just walk away at this point. Link to comment Share on other sites More sharing options...
Xenith Posted October 2, 2020 Share Posted October 2, 2020 (edited) That's pretty much it. It says In Stock, yet they don't have enough stock to cover. Currently it says pretty much everything is out of stock, but they have a bunch of issues in-stock to offer as replacements - but mostly only paints and stuff. Edited October 2, 2020 by Xenith Link to comment Share on other sites More sharing options...
Knightsword Posted October 21, 2020 Share Posted October 21, 2020 (edited) I'm still waiting for my refund (9 weeks and counting now) for when I fell afoul of their shenanigans with non-existent stock. A cheque is supposedly in the post but we'll see. Edited October 21, 2020 by Knightsword Link to comment Share on other sites More sharing options...
Firedrake Cordova Posted October 21, 2020 Share Posted October 21, 2020 I'm still waiting for my refund (9 weeks and counting now) for when I fell afoul of their shenanigans with non-existent stock. A cheque is supposedly in the post but we'll see. :( If it's been more than a week or so since they said it's been sent, I'd chase it up. For the first time in about 10 years, I've had a few things go missing in the post since March, including some tracked items. :( Link to comment Share on other sites More sharing options...
Knightsword Posted October 21, 2020 Share Posted October 21, 2020 (edited) I'm still waiting for my refund (9 weeks and counting now) for when I fell afoul of their shenanigans with non-existent stock. A cheque is supposedly in the post but we'll see. If it's been more than a week or so since they said it's been sent, I'd chase it up. For the first time in about 10 years, I've had a few things go missing in the post since March, including some tracked items. Yeah when I eventually had enough with them taking weeks to reply to emails I phoned them and had someone explain that they were behind in processing a large batch of refund requests and that they were being posted that week, and that mine was among them. Their postage is notoriously slow so I'm giving it till the end of this week. I've had back issues ordered since start of Aug also, and messaged them using their system pretty much every week - at this point I've given up, where the sole customer service person they have has told me that the back issues are out of stock, and they have no idea when or if they will ever be restocked. So they accept a load of orders on products that are in stock and but idon'thave enough stock to cover them? What a way to run a business. I'll need to go a check if I've already been charged, if not I'd rather just walk away at this point. I did the same in August. I eventually got told that the issues were never in stock in the first place at the time I ordered and they couldn't understand why the site was listing them as in stock, so blamed it on a technical glitch Edited October 21, 2020 by Knightsword Firedrake Cordova 1 Back to top Link to comment Share on other sites More sharing options...
Biscuittzz Posted October 29, 2020 Share Posted October 29, 2020 I've laid my ordeal to rest. I jumped on all the repulsor issues, land speeder issue x2 and the DI characters issue when they first went live in May was it? Anyway similar situation, it took about a month and I received the first repulsor part only. Followed up to find everything else was out of stock even though it was listed. They said I'd need to wait for the additional repulsor issues but that everything else was gone for good and I could either get a refund or swap for other issues. Decided to swap for other issues with paints that I needed and wait for the repulsor issues. Fast forward into July and there's no sign of the repulsor issues and my emails are going unheeded - the issues that I swapped for all arrived but were all incorrect! I've chalked it up as a complete write off and I'm not even going through the struggle of getting a refund. Managed to find issue 78 (repulsor base) very cheap on ebay. Just 76/77 needed now but the prices that the few that appear online occasionally are close to buying the actual kit itself. Live and learn I suppose. Link to comment Share on other sites More sharing options...
Viridia Posted November 1, 2020 Share Posted November 1, 2020 That is just a joke of customer service. If you didn't pay by direct debit, but by debit card instead, and if you're UK-based, it might be worth contacting your bank to open a dispute claim. Firedrake Cordova, Biscuittzz and Knightsword 3 Back to top Link to comment Share on other sites More sharing options...
Knightsword Posted November 2, 2020 Share Posted November 2, 2020 I'm still waiting for my refund now 11 weeks down the line. Decided to chase it up again after being told over email it was being processed 3 weeks ago, and then over the phone that it had been posted 2 weeks ago. A new email came through (only after I threatened to go to the small claims court) apologising and saying they don't have any record of a refund request on their system for me at all.... needless to say this has gone beyond a joke. Going to get any future Conquest issues through Forbidden Planet if they run a second series. Link to comment Share on other sites More sharing options...
Firedrake Cordova Posted November 2, 2020 Share Posted November 2, 2020 If you're having issues getting a refund for non-supplied issues, the other option is a chargeback request with your card provider (via the VISA/Mastercard scheme). I can second Forbidden Planet to be good (they also packaged them better than Hachette - box instead of bag ...). Link to comment Share on other sites More sharing options...
Brother_Angelus Posted November 3, 2020 Share Posted November 3, 2020 (edited) I can also vouch for Forbidden Planet, if they stock what you need. I ordered a couple of sets of 75-78 from them and there were zero dramas. Edited November 3, 2020 by Brother_Angelus Link to comment Share on other sites More sharing options...
Axineton Posted December 6, 2020 Share Posted December 6, 2020 (edited) Looks like there’s another restock for UK people on the hatchette site, I just picked up a load of scenery pieces. 3 containers, pipes and the alchomite pipes Edited December 6, 2020 by Axineton firestorm40k, MrSpoon, Firedrake Cordova and 2 others 5 Back to top Link to comment Share on other sites More sharing options...
aa.logan Posted December 6, 2020 Share Posted December 6, 2020 Thanks for the tip-off; hoping it’s all actually in stock this time... Firedrake Cordova 1 Back to top Link to comment Share on other sites More sharing options...
Karhedron Posted December 6, 2020 Share Posted December 6, 2020 The issue with the Attack Bike is also in stock which might be handy considering multimeltas are the new black. TheDobber and Dark Shepherd 2 Back to top Link to comment Share on other sites More sharing options...
Grotsmasha Posted December 8, 2020 Share Posted December 8, 2020 I'm still waiting on my January SUBSCRIPTION delivery of Issue 39, the Primaris Captain..... Brother Argent 1 Back to top Link to comment Share on other sites More sharing options...
Axineton Posted December 12, 2020 Share Posted December 12, 2020 All 5 magazines and contents I ordered turned up this morning. All packed separately though. Glad their here cheap way to buy scenery. aa.logan and Firedrake Cordova 2 Back to top Link to comment Share on other sites More sharing options...
RWJP Posted December 17, 2020 Share Posted December 17, 2020 Woohoo, the restock has meant my final shipment of the Repulsor has actually been fulfilled... Only about 5 months late! Hopefully it actually shows up soon. Link to comment Share on other sites More sharing options...
Axineton Posted December 17, 2020 Share Posted December 17, 2020 I just ordered 4 more magazines. 2 haemotrope reactors, some pipes and the Primaris librarian. Scenery for my necromunda and the Libby will be going into the Deathwatch. Link to comment Share on other sites More sharing options...
aa.logan Posted December 17, 2020 Share Posted December 17, 2020 Still waiting on mine, otherwise I’d buy even more pipes... Link to comment Share on other sites More sharing options...
RWJP Posted December 21, 2020 Share Posted December 21, 2020 Safe to say Hachette's packaging is as bad as ever...This is how one of my Repulsor sprues turned up: Link to comment Share on other sites More sharing options...
Black Knight Posted December 21, 2020 Author Share Posted December 21, 2020 That sprue has the same shape as my enthusiasm for there maybe being a season two coming and all of the excitement/hassle that will bring... That curve though, that has to be due to being in a hot warehouse or something? I just ordered an attack bike and another scenery piece, see how long it takes to arrive. Link to comment Share on other sites More sharing options...
RWJP Posted December 21, 2020 Share Posted December 21, 2020 That sprue has the same shape as my enthusiasm for there maybe being a season two coming and all of the excitement/hassle that will bring... That curve though, that has to be due to being in a hot warehouse or something? I just ordered an attack bike and another scenery piece, see how long it takes to arrive. Guessing it's a combination of hot warehouse and being packed too tightly with three other sprues into a bag that really isn't big enough for 4 magazines and sprues of parts! The other sprues were slightly warped, but not that bad... Putting together the hull of this Repulsor was not much fun. Link to comment Share on other sites More sharing options...
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